2019 Core Values Awards Case Study | Doing it with us, not for us – a whole of business approach to customer-centric engagement
Queensland Urban Utilities | Winner – Australasian Organisation of the Year
Established in 2010, QUU is a statutory body delivering drinking water, recycled water and sewerage services to over 1.4 million customers in South East Queensland.
QUU’s purpose is to ‘enrich quality of life’ and its vision is to ‘play a valued role in enhancing the liveability of [its] communities’. To achieve its purpose and uphold its organisational values of ‘Participation’ and ‘Customers and Community’, QUU has enshrined IAP2 Core Values in its Customer and Community Engagement Policy (2016) and online Community Engagement Manual (developed by a working group in 2016 and updated in 2019).
QUU’s commitment to the IAP2 Core Values of Public Participation is also embedded in its 2023 Corporate Plan, which states: ‘Our strategic direction is underpinned by our commitment to customer-centricity; every decision we make is considered through the lens of our customer’ (July 2018).
Customer-centric engagement is now core-business at QUU and, as such, is fully integrated into business planning, customer service and project management.