Towards 2024 Business Plan

Towards 2024

To be a valued partner in delivering the aspirations for our region

Acknowledgement of Country Hunter Water operates across the traditional country of the Awabakal, Birpai, Darkinjung, Wonaruah and Worimi peoples. We recognise and respect their cultural heritage, beliefs and continuing relationship with the land, and acknowledge and pay respect to Elders past, present and future.

Mariin Kaling - All for Water Saretta Fielding

Hunter Water

Welcome While we know what we want to focus on and what we want to achieve, each and every one of our people has an important role to contribute in how we will get there.

Our people are talented and carry much expertise and as a business we need to leverage that knowledge to shape how we go about reaching our objectives and being the most successful business we can be.

Welcome to the Towards 2024 Business Plan, which has been developed by Hunter Water’s Board of Directors, Executive Management Team and senior leadership group to set a direction for our business over the next four years and prioritise the outcomes we want to achieve.

Simply, Towards 2024 provides us with a roadmap to be a successful business for our community and stakeholders. Our plan builds on the success of the 2017+3 strategy in setting a new direction for Hunter Water, but also positions us to be more resilient, responsive and adaptable to the heightened uncertainty that our business will experience over the coming years from: • The COVID-19 pandemic • Climate change • Population growth in our region • Changing customer and community expectations • New digital technology • Changes in our wider industry.

We will only be successful in delivering this strategy, and as a business, with the right culture. Our values - Trust, Leading, Learning, Wellbeing and Inclusion define the culture we want to embed in everything we do at Hunter Water and underpin our strategy. The values are a common language and understanding between each of us in how we will work to deliver our objectives over the coming years.

The following pages give more detail on the strategy, key focus areas and what we are working to achieve.

There will be regular dialogue and review points into the future to ensure we remain on track and also respond to new challenges that will undoubtedly emerge in the coming years.

We look forward to the opportunity to continue to serve our customers and communities, and contribute to the sustainable growth, quality of life and prosperity of our region.

Darren Cleary Managing Director Hunter Water

Towards 2024 has four strategic priority areas which will form the focus of our work and efforts over the next four years: Customers and communities at the heart of all we do, Delivering sustainable, resilient and valued services, Building a high performing and resilient organisation, and Being a valued contributor to our stakeholders.

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Towards 2024

Our strategy OUR VISION

TOWARDS 2024

To be a valued partner in delivering the aspirations for our region

OUR PURPOSE

To improve and enable the quality of life for our communities

OUR STRATEGIC PRIORITIES

Wellb ein g

Hunter Water

sio n

Customer and stakeholder commitments, regulatory obligations, assurance activities and risk appetite

clu

OUR FOUNDATION

Being a valued contributor to our stakeholders

In

st Tru

r a

Building a high performing and resilient organisation

Le ad in g

Le

UES L VAning

Customers and communities at the heart of all we do Delivering sustainable, resilient and valued services

Customers and communities at the heart of all we do Outcomes

Objectives Increase community trust

We will build on our already strong performances with our community, enabling better community and customer outcomes and increased advocacy.

We will improve customer ease, success, sentiment and satisfaction by delivering services that meet their expectations.

We will improve understanding of customer and community expectations by turning data into insights and actions.

We will optimise digital platforms to improve customer experience and deliver efficient services.

Improve customer experience

Improve customer and community understanding

Improve community focus

Increase digital services

2024 Future state We captured, accessed and analysed relevant data to draw insights and gain a deeper understanding of customer and community expectations to deliver the outcomes they desire. We improved our services, processes and behaviours and created a customer-centric culture, supported by technology, to deliver better customer experiences and outcomes.

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Towards 2024

Delivering sustainable, resilient and valued services Objectives

Outcomes

Maintain the safety of drinking water

We will maintain the safety of drinking water.

We will improve the wellbeing of our community by providing liveable, green spaces.

We will reduce the impact of dry and wet weather wastewater overflows on our customers and the environment.

We will reduce the impact of water cycle disruption and pollution on the waterways in our area of operations.

We will reduce the volume of potable water consumed by residential and commercial customers and by Hunter Water and reduce leakage.

Improve community liveability

Reduce wastewater overflows

Reduce impact on waterways

Reduce potable water consumption

We will increase the proportion of water, organics, nutrients and other materials that are reused for beneficial purposes, reduce carbon emissions and regenerate natural systems for improved liveability.

Improve circular economy

We will use new technologies and data analytics to predict and reduce wastewater overflows, real water losses and consumption.

Increase smart systems

We will improve the delivery success of adaptable long term plans to service our customers and the environment through future thinking.

Improve future thinking

Future state

2024

We are leaders in water efficiency and leakage. Through the use of smart systems, we achieved better wastewater outcomes for our customers, the community and the environment. We continued to develop our capability to be future thinking and adaptive to enable us to respond quickly to emerging threats and opportunities to reduce water consumption and to improve liveability and resilience.

Hunter Water

Building a high performing and resilient organisation Outcomes We will ensure that our people are free from harm and injury, both physical and psychological.

We will enable efficient and effective new ways of working by improving current processes, and establishing agile supporting pathways for prioritising and progressing meaningful initiatives.

Our organisation and its people will be resilient, trusted, inclusive, everyone leads, learns and shares learnings and the wellbeing of our people and the people we serve is the number one priority.

We will improve our capability to turn data into insights for improved decision-making.

We will improve the organisation’s capability and capacity to deliver and adopt technology that enables faster value delivery.

We will deliver a workplace masterplan for effective and efficient work, in all locations.

We will improve the quality and affordability of our services now and into the future.

Future state

Objectives Improve safety, health and wellbeing Improve new ways of working

Improve values-based culture

Increase data insights

Improve the delivery and adoption of technology

Improve effectiveness of workplaces

Improve efficiency and effectiveness of our services

2024

We have the culture and capability we need to fulfill our purpose. We are safe, engaged, innovative and live our values. We are efficient and effective, having reduced impediments and are supported by fit-for-purpose technology and processes.

We continuously improve.

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Towards 2024

Being a valued contributor to our stakeholders Outcomes

Objectives Increase stakeholder value

We will engage with our stakeholders and the reform agenda to deliver value for our customers, communities and shareholder.

Increase role in shaping reform

Increase capability to contribute

2024 Future state Our understanding of our customers and community, strong reputation, thought leadership and stakeholder relationships have allowed us to play an important and valued role in the development and implementation of policy, regulation, structural and economic reform in the water sector and to be a critical and trusted voice in the development of the region.

Hunter Water

To be a valued partner in delivering the aspirations for our region

Contact us Call 1300 657 657, weekdays 8am-5pm 1300 657 000, 24 hours, seven days Translation service: 131 450 Visit 36 Honeysuckle Drive Newcastle NSW 2300 Email enquiries@hunterwater.com.au Mail PO Box 5171, HRMC NSW 2310 Connect hunterwater.com.au

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Hunter Water 2021