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Launch of new online map for leaks and breaks
Sydney Water supplies over 1.4 billion litres of drinking water to homes and businesses each day through a network of over 21,000 kilometres of watermains. Both planned and unplanned water outages cause customer anxiety and inconvenience.
Sydney Water needed to improve the visibility of information to better inform customers about what’s happening in their area and when disruptions will be rectified so they can plan around it.
A small project team was formed in October 2014 with representatives from each of the critical customer process touchpoints. This enabled us to gather collective business knowledge and capture the customer’s ‘voice’ to define scope requirements.
An initial testing prototype was designed and built within weeks. It was launched internally in December 2014 to enable staff and contractors to provide feedback and improvement opportunities. We received an overwhelming amount of interest and it became apparent that although we were attempting to create something simple, we needed an enhanced design with more specific updates. Over 70 detailed business rules were created that generated over 400 combinations of possible scenarios that required mapping, data cleansing and testing to fit with our generic display icons.
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