The way utilities interact with their customers is changing. Here, Chief Information Officer at Queensland Urban Utilities, Susan Heath, discusses how embarking on a digital transformation benefits the people they service.

Ahead of her presentation at Digital Utilities 2018, running from 19-20 April in Melbourne, Ms Heath said Queensland Urban Utilities had identified opportunities to integrate new technologies to improve the consumer experience in today’s digital age.

“The digital age means we have more opportunities, data and technology at our fingertips than ever before,” Ms Heath said.

She said this impacts on all parts of the business, from enhancing network operations and developing new products and services to engaging with customers.  

New technology is changing how water utilities operate, which means finding new opportunities to deliver services to customers in a digital age.

“It is the expectation of our customers, shareholders and the community that we will continue to deliver essential water and sanitation services into the future and be sustainable, affordable, reliable and resilient into the future,” Ms Heath said.

People power in the digital age

Ms Heath said the company focused on enriching the quality of life for customers when embarking on their digital transformation journey.

“Integration and information are two fundamental capabilities you must get right, but it’s also important to remember that digital isn’t just about process or technology, it’s about people,” Ms Heath said.

“We can leverage the potential of digital technology to achieve our vision, by using it to streamline our customer and stakeholder experiences, create predictive and proactive operations, and digitally enable our workforce.”

She said a digital solution should be implemented based on the benefits it will deliver to customers, team members, shareholders or other stakeholders.

“As a result, our digital transformation is embedded in the company’s master plan and there is a strong commitment to this journey from our CEO and Executive Leadership Team,” Ms Heath said.

Ms Heath said becoming a ‘Digital Utility’ is interlaced within the company’s vision to be a ‘utility of the future’.

“At the end of the day, the success of our digital transformation comes down to having

passionate people in our business, who are excited to explore the possibilities the digital revolution has created for our industry. Their passion is infectious and continues to drive our development in this space.”

As part of its digital journey, the company has utilised various technologies to improve the online customer experience.

“As an early example from this journey, we were proud to become the first Australian water utility to provide end-to-end customer service on social media,” Ms Heath said.

“We’re now around the corner from launching a Facebook chat-bot as an initial pilot into the Artificial Intelligence and bot space.”

Are you ready to transform your service delivery?

Hear more from Susan Heath about digital opportunities that enhance stakeholder interaction and connection at Digital Utilities 2018, running from 19-20 April at the Pullman Hotel in Melbourne. To register, visit

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