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Any strategic plan should be visionary and look to possible changes in the utility environment. Given this, it is surprising to see the number of plans that do not recognize the emerging competitive threats to a business through globalization, increasing customer needs and greater use of benchmarking. Asset Management, if done well, will drive good strategic planning and force a utility to shed its insular cloak, look outward to the needs of its community and continuously improve its relationship with customers. That is what making it real is all about.

This paper covers the development of a customer focus for utilities in Australia and how this was followed by regulation together with some key successes in delivering a strategic plan for an ever-changing utility business.

Document Type: Research Article


Publication date: January 1, 2005

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  • Proceedings of the Water Environment Federation is an archive of papers published in the proceedings of the annual Water Environment Federation® Technical Exhibition and Conference (WEFTEC® ) and specialty conferences held since the year 2000. These proceedings are not peer reviewed.

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