In the Pacific, water resilience is built as much on relationships as it is on infrastructure. Knowing the people behind the systems and learning directly from each other’s experiences can change how utilities work, respond and adapt.
This principle brought water leaders from Solomon Islands, Tonga and Vanuatu together with Australian partners from Goulburn Valley Water and Lockhart Shire Council in Honiara for the first in-person study tour of the Pacific Water Knowledge Exchange and Partnership Program.
Supported by the Asian Development Bank and delivered by the Australian Water Association in collaboration with the Pacific Water and Wastewater Association (PWWA), the week brought together operators, technical experts and emerging leaders for a practical, collaborative and future-focused learning exchange.
Hosted alongside the annual PWWA Conference, the study tour focused on the shared learning priorities of customer engagement and service delivery, and operational performance and non-revenue water reduction.
“We learnt about customer service, meter-reading systems and development processes – big learning for our team,” said one study tour participant.
Solomon Water provided a close look at customer-facing processes, from meter-reading and billing to complaint resolution and field operations. Participants also explored the utility’s Pronto CRM system and saw firsthand how customer issues are logged, allocated and resolved across multiple communication channels.
“Seeing Solomon Water’s customer service model in action gave us ideas we can take home and apply straight away."
A field visit to Tuvaruhu showcased Solomon Water’s prepaid metering pilot, offering a concrete example of how targeted payment models can strengthen service accessibility and revenue reliability. Pacific and Australian utilities shared their own approaches, creating a constructive space to compare workflows, identify gaps and reflect on opportunities to adapt lessons to their own contexts.
“The prepaid metering pilot opened our eyes to new ways of supporting our communities."
Throughout the week, participants emphasised the value of coming together face-to-face. Shared conversations across sessions, site visits and meals helped build trust and deepen understanding of each utility’s challenges and strengths.
This openness created the conditions for honest discussion, shared problem-solving and stronger regional alignment. Participants left Honiara with a renewed commitment to staying connected and continuing the exchange when the program reconvenes in-person in Vanuatu in 2026.
These conversations also highlighted the link between operational improvements and climate resilience. Strengthening pressure management, reducing leaks and improving customer responsiveness were recognised as essential foundations for utilities facing increasing climate risk.
“Climate change has no nationality. The Pacific family’s shared experience is powerful and better together."
Women and early-career professionals played a central role across the week’s activities, contributing to technical discussions, shared reflections and networking events including the Women in Water gathering at the PWWA Conference. These perspectives underscored the program’s commitment to embedding gender equality, disability and social inclusion into everyday utility practice and sector-wide capability building.
This first study tour laid a strong foundation for the program ahead. Next steps include an expanded virtual learning series for all PWWA members, followed by two further in-person exchanges: Vanuatu in March 2026 and Brisbane as part of the international program at Ozwater’26.
Participants left Honiara with new insights, stronger networks and a shared commitment to improving water services for Pacific communities. The week affirmed a simple but powerful point: when utilities learn directly from each other’s experiences, the whole region gains capacity, confidence, and momentum.
“We’ve come back inspired to apply what we learnt. The momentum is real."
Are you interested in accessing a dynamic learning series connecting Pacific and Australian water professionals to share practical solutions? Register your interest here.