Appendix 1 Case studies

33 No. Australian case studies Location Outcomes

The broader economic benefits of effective water and sewerage provision

1 The value of clean beaches Sydney

2 More value than just water and sewerage ACT

Water businesses delivering more than just water and sewerage

3 Greening the pipeline Melbourne

4 Using water industry know how in a new way Bendigo

5 Irrigating Adelaide’s airport Adelaide

6 Using offsets to deliver biodiversity and waterway health Brisbane

7 A sewage treatment plant for all Sunshine Coast

8 Water only schools Shepparton

Rethinking internal processes, services and skills to create shared value

9 Renewable energy Melbourne, Sydney

10 Energy generation – a paradigm shift for a water utility Melbourne

11 Helping not hindering – support for domestic violence victims Melbourne

12 Creating shared value Frankston, Melbourne

Collaboration and integrated planning to deliver better value for communities

13 Cooks River bank naturalisation Inner West, Sydney

14 Greening the West Western suburbs, Melbourne

15 Fishermans Bend – Integrated planning for the community Inner suburbs, Melbourne

16 The Urban Water Cycle planning guide Geelong

Government facilitating collaboration and integrated planning

17 The Victorian Water Plan Victoria

18 Water and economic development Adelaide

19 Buffertopia Western Australia

Working with customers and communities to define broader value

20 Making the Parramatta River swimmable again Western Sydney

21 Our space, your place Melbourne

22 Using engagement to find a solution Northern Territory

23 Understanding customer views on stormwater Sydney

Water business outcomes Government and community outcomes

Financial benefits Economic growth and development Improved reputation Better health outcomes Improved community and stakeholder relationships Better social outcomes Improved business capability Better environmental outcomes New products and services Resilience Engaged and active community

34 Case study 1 The value of clean beaches Sydney Water

This case study showcases Solution Business case

The broader economic benefits of effective A report by Deloitte Access Economics Sydney Water makes a significant water and sewerage provision considers the wider benefits and infrastructure investment to improve contributions improved water quality has water quality in Sydney beaches. This Problem on Sydney beaches. A range of economic study can help to justify future investment in this area by making decisions Beaches contribute to the ‘liveability’ modelling and other estimation techniques commensurate to actual benefit. of a city. Beaches provide plentiful were used to get a sense of the quantum opportunities for recreation for people of benefits associated with beaches, and Key drivers from all walks of life, and cater to varying with cleaner water at beaches. Understanding the broader benefits that interests. Beaches are a place to swim, surf, This study considered five potential play, relax, spend time with friends and Sydney Water can provide through their benefits and contributions family or simply enjoy the view. infrastructure investments.

If water quality at the beach is poor, Tourism contribution – domestic and Benefit/outcome swimmers may become ill, biodiversity international The broader benefits Sydney Water may suffer, and the beach experience Health benefits (e.g. reduced absenteeism) provides to the community by maintaining would be less enjoyable overall. with a reduction in sewage pollutants good water quality at Sydney beaches Sydney Water has made a number of Value for Sydney residents – direct uses, include: infrastructure investments which have amenity for future generations improved water quality in key beaches Ability to keep beaches open for over the years. For example, the old cliff- Biodiversity benefits (not quantified) recreational activities for local residents face outfalls at Manly, Bondi and Malabar Brand benefits (not quantified) Amenity of beaches and knowing the were decommissioned and replaced with water is clean and pristine (even for those the Deepwater Ocean Outfall, alongside The study estimated that that don’t swim or visit). other changes to wastewater treatment, the value attributable to coastal beach beneficial reuse and trade waste. Enhanced tourism from both domestic water quality – for Sydney residents alone and international visitors In order to fully understand the value in – is in the order of $137 million per year or a Decreased incidence of gastrointestinal, this investment, the economic and social lifetime value of around $2 billion. value generated from the improvements in respiratory, eye and ear conditions related to the net value added associated with beach water quality must be taken into account. sewage pollutants. water quality is worth around $332 million These impacts are challenging to measure. Improved biodiversity at the shore, per year to the NSW economy through reduction in pollutants. domestic and international tourism Brand value for Sydney. the health benefits associated with beach water quality due to the avoidance of illness for beach users is estimated at $140 million per year from avoided absenteeism

In addition to the economic benefits there were also intangible benefits associated with biodiversity and brand value.

35 Case study 2 More value than just water and sewerage services Icon water, Melbourne Water and others

This case study showcases provide for safe public access for a key monitoring location for the Canberra recreation, and also serve as access to Ornithological Group’s annual bird the broader benefits of effective water manage hazards such as bushfire. population surveys which are used by the and sewerage provision ACT Conservation Unit. Buffer zones, that are essential to prevent Examples incompatible land use around treatment Lagoon habitats within the Melbourne plants, not only reduces the impact of Water Western Treatment Plant and Recreation and biodiversity are some noise and odour to the community, they the adjacent shoreline are renowned as of the additional outcomes of business also provide open space for recreation and important locations for waterbirds on as usual activities. Some key examples habitat for native and threatened species. a local, national and international scale include: and the plant is home to various native Wastewater treatment lagoons provide Drinking water supply catchments are flora, fauna and migratory birds. Over habitat for certain species of birds managed to ensure water quality is 120 different waterbird species have been and frogs and are a great attraction maintained through healthy natural documented, including residents, annual for the community, bird watchers and landscapes and these management migrants, nomads and vagrant visitors. conservation scientists. activities deliver both safe drinking This includes a number of waterbird water and biodiversity and conservation Fyshwick Sewage Treatment Plant adjacent species listed on international migratory outcomes to the community. to Jerrabomberra Wetlands in ACT is a bird agreements as well as species particularly important haven for protected considered to be threatened at both the The management and maintenance migratory birds when their inland habitats state and national level. of roads for asset management in are suffering in drought conditions, and is catchments and to water assets can

36 Case study 3 Greening the Pipeline Melbourne Water

This case study showcases unique place for neighbours to meet, play prioritised and works will be staged as and relax. This project is being undertaken funding is secured. water businesses delivering more than just in a partnership between Melbourne Key drivers water and sewerage provision Water, Wyndham City Council, City West how collaboration and integrated planning Water and VicRoads. Green shady spaces A strong vision, collaboration with key deliver better value for communities will support the Federation Trail bicycle stakeholders and community engagement path and local community needs, as well are all key to the success of the project. Problem as counteract heat stress in the area. To The vision for the GTP project was initially showcase the potential of the reserve The Main Outfall Sewer (MOS) is a 27km driven by Melbourne Water, and it has as a green linear parkland, a pilot project disused sewer running through between been an important journey to translate has been initiated by Melbourne Water the suburbs of Spotswood and Werribee, in this into a joint vision which is accepted in Williams Landing, part funded by a Melbourne’s west. It was built in the 1890s, and driven by the community and key State Government grant supporting an engineering feat at the time, and was stakeholders. demonstration sites for integrated water then decommissioned in 1993 but remains management. The Williams Landing pilot Rigorous governance frameworks were heritage listed to this today. A combination captures and reuses local stormwater to set up by Melbourne Water to facilitate of open concrete lined channels and irrigate grass, shrubs and trees in a new the GTP project and coordination between covered brick lined concrete, it is costly to community parkland built along the reserve. stakeholders maintain and in poor condition for most Community consultation has revealed of its length. In 2005, ownership of the Given the reliance on external funding, strong support for the project and final surrounding reserve was transferred from Melbourne Water identified the need for designs for the pilot are complete, with Melbourne Water to VicRoads, who built strong community buy in to advocate for construction due for completion in early the Federation Trail bicycle path along the the project. As such, there has been focus 2017. length. Despite this, in its current state the on a marketing campaign and the pilot MOS provides little community benefit, Business case site, which has been used successfully to poses a potential safety hazard, acts as a inspire a vision for the project within the physical barrier between communities and This project relies on external funding, community. lacks any amenity benefits. The MOS runs which may come in the form of through an area which is one of highest government grants or community funding. Benefit/outcome High Line in New York is a similar example, residential growth areas in Australia, has Improved amenity for the local community few existing green spaces and suffers from which relied on a mix of public grants significant heat stress. and private donations for construction, Physical and mental wellbeing benefits, and where the Friends of the High Line particularly the promotion of active Solution continues to raise approximately 98% transport. of the annual budget to maintain and The Greening the Pipeline initiative aims Enable connectivity within and between operate the park. Given the GTP project to transform MOS pipeline reserve into a communities runs over 27km, key zones are being multi-use, natural and vibrant space that Reduce urban heat stress in the area. will connect communities and provide a Engage local community

37 Case study 4 Using water industry know‑how in a new way Managing rising groundwater following mining activity

Coliban Water

This case study showcases Solution Key drivers water businesses delivering more than just Through a collaborative process, led The Victorian Government facilitated water and sewerage provision by the Victorian Government through the project financially as well as by the Department of Environment, Land, bringing together key agencies and Problem Water and Planning Victoria (DELWP) in actively involving the community. The key Following the cessation of gold mining partnership with Coliban Water, a number driver for Coliban Water was to provide beneath Bendigo in 2011, groundwater of key state government, local agencies and broader community benefit, as a valued has been rising back to the surface. This community groups have been involved in and trusted member of the community. poses a number of issues including: reviewing and recommending the preferred Coliban Water believed they were the solution for the next four years. Coliban best placed agency to deal with the issue The inundation of key tourist attractions Water is delivering this ‘transitional option’ for the transition period, while DELWP such as Central Deborah tourist mine, as as it was recognised they had the expertise, progressed planning to identity a solution well as well frequented and valued spots infrastructure, relationships with key for the long term. in the CBD such as the botanical gardens agencies, and perhaps most importantly, a and city square. Benefit/outcome high level of trust within the community Risk of discharges into local waterways, to deliver the solution for this complex Improvement of waterways and improved bringing with it odour and compounds issue. The transitional solution agreed upon environmental quality such as salts and metals, with detrimental involves pumping groundwater from the Protection of tourist icon and effects on the environment and North New Moon mine shaft, treating it infrastructure in Bendigo. local amenity. to remove arsenic, rotten egg gas, other metals and salt and storing the brine at the Reputation benefits for Coliban Salinity damaging urban infrastructure. Epsom Water Treatment Plant, with treated Water as a trusted organisation with Residue drying from pumping water discharged to this environment. community support groundwater into evaporation ponds Increased organisational capability for bringing up dust with arsenic content Business case Coliban Water. which is a concern to the local community. State government funding of $1.5 Improved relationships between key million for the project was used to fund agencies – project a model for processes the feasibility stage of the project. between water utilities and state From Coliban Water’s perspective, the government, councils, EPA etc. community benefits far outweighed the potential risks of being involved. Coliban Water’s commitment to the community, underpinned by its vision of Water to Live, Grow and Enjoy has enabled the project to proceed.

38 Case study 5 Irrigating Adelaide’s Airport for a heat reduction trial SA Water

This case study showcases The aim of the trial is to quantify the Business case temperature differences from open space water businesses delivering more than just irrigation and use this data to model the The actual business case has not yet been water and sewerage provision potential operational energy savings (in formalised as it is still in the data collection and collation phase. It is assumed that Problem adjacent buildings) and aircraft operational fuel efficiency and safety. The project the financial and non-financial benefits With increased summer and autumn also aims to capture information in other that could include energy and fuel savings, temperatures in Adelaide expected critical areas to airport operations such reduced bird and dust risk. The production to occur as a result of climate change, as improved aesthetics, reduction in soil of crops which will provide the same investigations are occurring as to how erosion and resultant dust, reduction in temperature reduction and associated these impacts may be best managed. high risk bird populations, reduction in benefits also result in ability to gain Impacts of a hot and dry landscape airfield maintenance requirements and the income from the irrigated vegetation. This at an international airport can include potential for primary production crops. would demonstrate a good example of a load restrictions of aircraft (high air circular economy. During the first year of the trial the key temperature reduces the amount of finding was that the average temperature Key drivers weight a plane can carry), higher energy difference between the irrigated and use in cooling towers in passenger To our knowledge this type of trial has unirrigated area was 2.4 degrees. The next terminals, dust generation from areas of never been conducted at a national or stage is to quantify how this temperature bare earth, increased bird activity related international airport for the purpose difference will benefit airport operations. to the bare earth (easy access to seeds of temperature reduction. The project Expansion to the entire airside area and invertebrates), and increased erosion. also gives SA Water the opportunity would utilise recycled water. This would to undertake a trial of this nature in a Solution enable beneficial reuse of the recycled controlled urban setting. The information water which, if not used for irrigation or gained from this trial can also be One of the more passive methods for heat industrial/commercial use, is discharged to transferred to other settings where a trial reduction is through the irrigation of open the marine environment. space and green infrastructure to enhance of this nature would be difficult such as the evapotranspiration of the vegetation urban parks and sportsgrounds. and hence cool the air in the vicinity of the irrigated zone. A two year trial has been established at the Adelaide Airport to study the possible temperature reductions that can be achieved through irrigation of open space. The overall project site covers around 30 hectares, of which 4 hectares is irrigated with stormwater that has been captured and stored using the adjacent aquifer storage and recovery (ASR) scheme.

39 Case study 6 Using nutrient offsets to improve the Logan River Queensland Urban Utilities

This case study showcases market based mechanism for nutrient population growth forecasts and integrate management, which offers an alternative sewerage loads from a nearby planned water businesses delivering more than just investment option under the Environmental ‘State significant’ inter-state freight-train water and sewerage provision Protection Act 1994. A waterway intermodal terminal into master planning for Problem emission nutrient offset of five tonnes a new regional STP in the Beaudesert area. per year of total nitrogen was added to Environmental leadership – nutrient offsets The Beaudesert Sewage Treatment Plant the environmental licence. QUU reduces had been talked about for many years in needed an upgrade to manage additional future environmental licence compliance South East Queensland. It was time for a nitrogen discharges that occur during and risk associated with climate change and pilot project to show how it could be done after wet weather events when irrigators allows time for adaptive planning to cost and to get the scientific community to reduce their recycled water demands. effectively service the projected population challenge the assumptions and continually At the same time, high rates of natural growth for Beaudesert. improve the voluntary mechanism policy in channel erosion in the Logan River was Business case Queensland. leading to a significant mass of sediment Financial sustainability – the offset was and nutrients entering the river. The provision of a voluntary offset significantly better value for money for mechanism has allowed QUU to Solution customers. undertake riverbank restoration works Queensland Urban Utilities (QUU) used at Logan River to reduce sediment and Benefit/outcome a nutrient offsets mechanism to improve nutrient loads, thereby enabling QUU to Logan River in lieu of a nutrient removal comply with nutrient discharge limits at Environmental sustainability – many upgrade of the Beaudesert STP. QUU Beaudesert STP and avoiding a costly intangible environmental benefits such re-engineered a 500 metre bank of the upgrade. The $800,000 water quality as much lower GHG emissions, improved Logan River to prevent more than 11kT of project was more cost‐effective than an biodiversity (wildlife corridor) and stream sediment, 5T total nitrogen and 8T of total $8 million alternative to upgrade the cooling. phosphorous from entering the waterway Beaudesert Sewage Treatment Plant for Community benefit – riparian land holders every year due to natural channel erosion. partial biological nutrient removal (BNR). were losing around one metre of land per Controlling sediment and nutrient loads The green infrastructure solution also year on average due to river bank erosion. through a green infrastructure solution has significantly lower (~90%) annual This project has reduced this to near zero. enabled Queensland Urban Utilities to cost operational costs ($540k/yr BNR Vs $40k/ Drinking water security – the offset effectively manage compliance with the year offset), saving $5 million over the life location resides within a drinking water STP’s nutrient discharge limits, particularly in of the 10 year offset. catchment where a significant supply risk is wetter than average years. Key drivers high turbidity events from channel erosion. This approach was a pilot project for the This project is the first step to help address Queensland Department of Environment Planning flexibility – the offset provided this problem. and Heritage Protection (DEHP) voluntary QUU sufficient time to understand local

40 Case study 7 A sewage treatment plant for all Maleny Sewage Treatment Plant upgrade

Unitywater

This case study showcases The forest and wetlands have transformed sewage treatment plant would require a section of an old dairy farm into an taking a partnership approach with the customer and community working with important habitat for flora and fauna. Sunshine Coast Council, the Maleny water businesses to define broader value Unitywater worked hand-in-hand with community and local indigenous groups, Problem Sunshine Coast Council, local bushcare and involve close consultation and groups and the community to develop collaboration over several years. The Maleny Sewage Treatment Plant (STP) parts of the forest and wetlands Benefit/outcome needed a capacity upgrade to cater for system and align them with the Maleny increased population growth in the region Community Precinct Master Plan. This STP upgraded to meet needs of future and improve treatment standards. In includes walking tracks and planting zones growth in the region addition, the plant was discharging into for the community to enjoy. Reputational benefits for Unitywater the nearby Obi Obi Creek, which was a Business case stemming from positive community sensitive issue in the local community. engagement Solution The business case put the preferred option (STP upgrade with a membrane bioreactor Positive impact on health and water quality In addition to a treatment plant upgrade, plus discharge to forest and wetlands) of Obi Obi Creek Unitywater planted an adjacent forest and ahead on both cost and non-cost criteria, Community spaces such as walking tracks wetland on a former dairy farm site which compared to six other options. Compared and planting zones acts to further treat the water from the STP. to other options, the $17 million innovative Biodiversity benefits approach of combining membrane From the STP, Class A effluent is pumped bioreactor technology with natural Indigenous heritage protection 1.4 kilometres to the Maleny Community processes saves up to $18 million over the Precinct where it irrigates 13.8 hectares Recycled water provision to local service life of the plant. of revegetated native forest. Any treated organisations effluent that isn’t used by the irrigated Key drivers Improved energy efficiency. forest seeps through the soil profile into three hectares of wetlands. Incorporating The Maleny community is well known in the irrigation and wetlands as part of the the region for being a passionate and sewage treatment process takes up residual tight knit community who is interested nutrients, naturalising the water before it is in preserving and enhancing the town. released into the Obi Obi Creek and hence Unitywater was therefore well aware that back into the water cycle. the successful delivery of the upgraded

41 Case study 8 Water only schools Goulburn Valley Water

This case study showcases milk at schools. Students are not able to Key drivers bring in other drinks into school or buy any water businesses delivering more than just other drinks. Goulburn Valley Water have The initial idea for the ‘Water Only Schools’ water and sewerage provision also engaged local health organisations to program came from Barwon Water, who has been partnering Barwon Health on Problem assist in delivering a community education program which promotes the health, a similar program, H2Only, in Geelong. Many parts of Australia, and particularly financial and environmental benefits of Developing a ‘Water Only’ program regional cities and towns, have a high choosing tap water. While the program complimented Goulburn Valley Water’s incidence of health issues relating to mainly targets students, staff and parents comprehensive education program. obesity and other lifestyle diseases. High are also engaged through newsletters and Goulburn Valley Water has taken the role consumption of sugary drinks is a strong other collateral. of the lead agent (which in the Barwon contributing factor and is associated with region has been led by the health agency) Success in the Water Only Schools to an increased risk of developing Type 2 and engaged local health organisations has raised its profile of the program and diabetes, weight gain and obesity, as well to partner and deliver the project. The a number of workplaces are now keen as poor dental health. Lack of adequate program also complements the ‘Be Smart to be involved. ‘Water Only Workplaces’ hydration is also increasingly being linked – Choose Tap’ campaign which has been launched in June 2016 with a number to decreased cognitive function in children. developed by Yarra Valley Water and has of local indigenous community service Many communities lack education on the shared with other Victorian utilities to groups, for example the Rumbalara detrimental health effects of sugary drinks. create a strong and united ‘brand’ for tap Aboriginal Co-operative which provides a Tap water is a healthy, hydrating and water. range of support services for indigenous cheap alternative to soft drinks and other communities such as health and cultural Benefit/outcome sugary drinks. activities. The program is also looking to Improved health, financial and Solution expand into early childhood education environmental outcomes of the – e.g. childcare, kindergartens and community through promotion of tap Active programs are offered in the pre‑schools. Goulburn Valley and Barwon regions to water Business case engage schools in the benefit of drinking Improved partnerships between Goulburn tap water. The program is run at a very low cost to Valley Water and community, as well as Goulburn Valley Water’s ‘Water Only GVW, with some staff time and giveaways local health organisations. Schools’ Program is offered to schools such as water bottles required during Reputational benefits in the local community, where students launch activities, but very little upkeep are only allowed to drink water and plain thereafter.

42 Case study 9 Renewable energy Melbourne Water, Sydney Water

This case study showcases: energy demand of the utility. Of this, electricity required for treatment processes. cogeneration accounts for approximately The Western Treatment Plant is on track water businesses delivering more than just 15% of energy production, having been to become energy self-sufficient (utilising water and sewerage provision rolled out in eight of the larger wastewater its own biogas) in 2016/17. As part of Problem treatment plant sites. Sydney Water are its continued commitment to reduce it now trialling co-digestion of sewage sludge emissions, Melbourne Water also has a The Australian water sector is a large and organic food wastes; reflecting a pipeline of R&D and commercialisation. energy user during the supply, treatment gradually changing mindset that Sydney These projects include algae for treatment and distribution of water. Energy use is Water could provide broader benefits as a and biofuel production, advanced biogas heavily influenced by the requirement ‘waste services’ provider by expanding its recovery and small scale hydro and solar to pump water and sewage and by the current capability treating one significant generation. nature of sewage treatment processes stream of waste. Hydroelectricity and a Business case employed, and varies significantly from small amount of solar is also generated city to city and process to process. In a in suitable sites within the network. Getting renewable energy projects carbon constrained future, relying on Notably, there has been some community approved is generally based on what non-renewable sources of energy will interest in using Sydney Water land for makes good commercial sense – i.e. those mean utilities and communities will face a community solar sites. Sydney Water has projects where there is financial pay back number of challenges: been approached by community based over the life of the project, the ability to renewable energy groups or companies climate change impacts on society if leverage and make ‘quick wins’ off the to discuss the potential to place solar PV greenhouse gas emissions are not curbed system (e.g. biogas from large wastewater systems on Sydney Water assets. The treatment plants) and/or to reduce high shocks to energy price and supply companies would fund the generation supply costs or unreliability in supply (e.g. variability system and pay Sydney Water a royalty for in some remote areas). rising costs as more energy intensive access to the space. Sydney Water would Under the currently electricity market options, such as recycled water, also access sufficient ‘behind the meter’ there tends to be little incentive to decentralised systems and desalination electricity to power on-site assets, with feed electricity back into the grid and are considered. the bulk of the power being exported to renewables need to offset a current the grid. Reservoirs are the sites of main understanding customer willingness to energy use. This can limit feasibility of interest as these are large open spaces, but pay for less greenhouse intensive options these projects down to a few suitable sites. involve the challenge of finding suitable More lucrative tariff structures such as a resolving environmental trade-off floating solar PV arrays. energy intensive nitrogen removal versus local network tariffs are being investigated Melbourne Water also have a significant discharging it to the environment. as a means of facilitating renewable renewable energy program. Nine mini energy exports into the grid. Melbourne Solution hydros across Melbourne’s water supply Water have negotiated offsetting of system generate 61,000 Megawatt hours renewable energy generation between Many utilities are looking for renewable of electricity each year – enough to power sites as part of their long term energy energy sources to meet their energy 9,000 households. In all, the water supply contract. demands. network generates more electricity than it Customer research undertaken by Sydney Sydney Water has built a diverse renewable uses. On the wastewater side, Melbourne Water has found that customers highly energy portfolio made up of cogeneration, Water captures biogas from the waste value utility efforts to pursue renewable hydroelectricity and solar, which now treatment processes at both treatment energy projects; despite this there is accounts for approximately 20% of total plants, and uses it to power 40% of the

43 little willingness to pay over and above cost to customers and the lowest impact projects that can be supported through current bills. However due to this customer to the environment. the green bonds initiative include the support and the broader environmental construction of 9 additional mini hydros Newer technologies or approaches are benefits, business cases can be approved and improvements on the biogas capture also facilitating the uptake of renewable on longer payback terms than a normal and reuse at the Western Treatment Plant energy solutions where they were not project. As part of Melbourne Water’s and Eastern Treatment Plant. feasible previously. recent pricing submission to the regulator, Benefit/outcome willingness to pay was undertaken to get Support for renewable energy varies from state to state. Strong policies, an understanding of community support Financial benefits – reduced energy costs mandatory/voluntary targets or financing for renewables. This work showed that the and hedge against future price increases mechanisms can drive a push towards community is willing to pay for a portion of and insecurity of supply. Melbourne Water’s energy to be sourced renewable energy solutions however Reduction in greenhouse gas emissions/ from renewables at a small premium. to date the policy landscape across most states has been largely uncertain. climate change mitigation Key drivers Melbourne Water support the Treasurer of Contribution to liveable and resilient cities. Victoria’s new $300 million green bonds Renewable energy is generally used to Reputational benefits initiative, which drives investment into deliver projects and services at the lowest projects that offer climate change and environmental benefits. Melbourne Water

44 Case study 10 Aurora food to waste energy plant Yarra Valley Water

This case study showcases partnership with East Bay Municipal Utility Key drivers District in California provided insights on water businesses delivering more than just what might be possible from co-digestion With the economics finally in favour water and sewerage provision with food waste as a feasible renewable of renewables, the consideration of a food waste to energy plant was further how water businesses are rethinking energy source. From a regulatory and sparked by a paradigm shift of Yarra Valley internal processes, services and skills to cost standpoint, the best approach was Water’s role as a processor of waste, not better serve communities to separate the sewage sludge and food waste processes and not integrate the just sewage: Yarra Valley Water already Problem two. processed 75% of region’s waste by volume – why not expand into other waste As the millennium drought hit, Yarra Valley 100 tonnes of food waste that was streams? This was achievable from a Water investigated the augmentation of previously destined for landfill will capacity and capability standpoint. their satellite STPs to include recycled be processed every day into biogas water provision, which would essentially via anaerobic digestion. The site was There was also strong community support drive up energy costs. Initial assessment strategically chosen for its location near to construct the plant which was achieved of a number of renewable energy the treatment facilities but also for its through strong community engagement sources such as traditional cogeneration proximity to local food manufacturing as throughout the project. The township systems, wind, solar, etc. did not stack up well as the wholesale markets in Epping. of Aurora was built as an ‘environmental economically for smaller sized plants. The The plant is designed to divert 33,000 showpiece’ and providing recycled water Australian water sector is a large energy tonnes of waste per year from landfill, and via a renewable energy source contributed user during the supply, treatment and power both treatment plants. The plant to this vision. distribution of water. In an uncertain future, will be operational in early 2017. Benefit/outcome relying on non-renewable sources of Business case energy will mean utilities and communities Reduction of waste going to landfill will face a number of challenges The business case was reliant on taking Reduction in greenhouse gas emissions. climate change impacts on society if an asset off the grid or selling to another Reduction of energy costs to utility (and greenhouse gas emissions are not curbed customer, as contributing straight to the less costs being passed on to customers) grid did not stack up economically. shocks to energy price and supply Non-regulated revenue stream for the variability Yarra Valley Water set up a separate utility from gate fees to treating the waste entity. Commercial organic waste from rising costs as more energy intensive local markets and manufacturers will Sustainable energy source resilient to options, such as recycled water, be processed into biogas via anaerobic supply or price shocks. decentralised systems and desalination digestion. It is expected that enough are considered. energy will be generated to run the facility Solution and the neighbouring Treatment Plants. Any surplus energy will be exported to Yarra Valley Water is currently the electricity grid, helping to reduce constructing a waste to energy facility greenhouse gas emissions, and Yarra next to the Aurora Sewage Treatment Valley Water’s reliance on traditional and Recycled Water Treatment Plants sources of electricity. in Melbourne’s north. A long standing

45 Case study 11 Helping not hindering Yarra Valley Water

This case study showcases of domestic abuse, without causing module was developed with Kildonan extra burden. This includes flexible Uniting Care. Contact Centre staff are how water businesses are rethinking approaches to accessing the right support also seconded into the hardship team to internal processes, services and skills to programs, founded on taking customers encourage a broader perspective and skills. better serve communities at their word – i.e. not requiring proof Staff Support through debriefing and of domestic violence. The customer’s Problem discussion of difficult calls. This is an safety is paramount and all processes are important aspect of staff retention at Keeping on top of water bills can be a developed to ensure a more supported Yarra Valley Water. Staff in the Customer challenge to many households that are experience including; all customers who Support Team are trained to deal with a experiencing difficult circumstance or are identified as experiencing family range of complex interactions. There is financial stress. Those who experience violence are automatically transferred also additional assistance process in place, domestic violence are especially vulnerable into the Customer Support Team where such as having another staff member to financial risk. they have one point of contact, additional listen in on the call to provide feedback privacy and safety flags as well as flexible Solution and advice for particular situations. communication methods and payment The Yarra Valley Water hardship team plans. Benefit/outcome evaluated its processes and touch Yarra Valley Water also embedded this This method can lead to a number of points with these customers and put approach within the organisation through: broader community benefits including together some simple changes which Ongoing training and development for all the reduction of mental health stress enable Yarra Valley Water to effectively staff that interact with clients. The training and financial burden on already strained support and work with those experiencing individuals.

46 Case study 12 Creating shared value South East Water

This case study showcases Defines nine commitments to achieve, There is minimal cost to setting up the along with objectives, targets, and program; the costs are mostly associated how water businesses are rethinking progress against the commitments. with how activities are supported. South internal processes, services and skills to East Water is continuing to explore more Communicates these commitments to the better serve communities potential opportunities that reinforce its public, stakeholders and their staff Problem program, and are encouraging its people Business case to value what they do and identify new or Water businesses are all contributing different ways they can create value. When South East Water was looking to to communities beyond their regulated implement a refreshed and enhanced For example, South East Water proudly requirements of water and sewerage corporate social responsibility program, supported SCOPE disability services by provision. However many of these are it soon became evident that what the retrofitting water efficient appliances at opportunistic and personality driven. business wanted matched with the five of their properties. Many water businesses are exploring how philosophy of a creating shared value they can take a more strategic approach Key drivers program approach. The retailer’s aims to creating shared value and what they were to enhance its reputation, engage There were a number of drivers, with the need to do within their own business. with customers and community, respond main ones being: a desire to provide some Solution to the state government’s wishes about structure and criteria around community engaging with communities in meaningful engagement and support for activities, South East Water is one of the three ways, and boost employee engagement. which would provide value for those we Metropolitan water retailers in Melbourne. support while also having some benefit They have proactively recognised the South East Water held workshops with for us. We also wanted to help enhance additional value they create as part of their employees and the Executive to gauge our reputation, and provide a mechanism business and are communicating it through their thoughts on how the business should for explaining the variety of ways the their creating shared value program. engage in the community or how it should essential service we provide has a positive The concept of shared value is about approach sponsorship. They also analysed effect on our community. meaningful, long term value that delivers previous programs, partnerships and benefits to customers, the community and sponsorships to identify what worked Benefit/outcome the business. South East Water’s creating and how it could improve. It was evident The benefits of the Shared Value program shared value program has a long-term that much of what South East Water does are: approach, and: as part of its business and its role as an essential service provider is creating shared An enhanced reputation of the Is aligned to its business’ strategic value, and the feedback from employees organisation objectives, supports the government’s highlighted this too. priorities, and meets one of the four key Improved community and stakeholder business-identified themes of education, relationships liveability, innovation, and wellbeing. Embed the consideration of community value when evaluating business cases and investments

47 Case study 13 Cooks River bank naturalisation Sydney Water together with: Sydney Metropolitan Catchment Management Authority, local councils, Cooks River stakeholders (incl. community)

This case study showcases and native plants as well as associated Very strong community support with over open space and cycleway amenities. 80% in agreement with the project. how collaboration and integrated planning The community was highly supportive deliver better value for communities Benefit/outcome of the idea to renaturalise the river Problem and remains engaged in the ongoing The solution goes well beyond the original protection and management of the river. project need of flood protection. The Cooks River meanders through the Collaboration with universities resulted in Safety benefits: flood mitigation inner South West of Sydney for some very valuable economics insights, as well 23km before discharging into Botany as capacity increase for utility staff. Community benefits Bay. The river was lined with concrete in the 1940’s to reduce flooding. In the Business case Great uplift in amenity with new cycle mid‐2000s Sydney Water observed that paths, trees and open space, wetlands, The project was supported by a federal sections of the concrete channel were ongoing engagement in maintaining government grant. An ongoing international starting to fail structurally and required and protecting the river, education and research study is now mining historic sales renewal. appreciation of saltmarsh with signposted data to determine the lift in house value viewing platform. Property value uplift by Solution as a function of the condition of a nearby between 4.8% and 8.9% river (and associated amenity).1 The value The need to renew this stormwater of property across the Georges and Cooks Environmental benefits asset provided the opportunity to work River Catchments adjacent to waterways towards a different future for the river Renaturalised river, wetlands, threatened with natural channels and wide continuous and re-think the role of the Cooks River in saltmarsh vegetation reintroduced, flood vegetation canopy cover, was found to the local community. Sydney Water and (and erosion) mitigated be up to 8.9% higher than property near eight councils collaborated to develop a a channelized waterways without canopy Staff capability was expanded through flood study and Masterplan for the river. cover. exposure to new economic assessment The Masterplan and partnership model models and top-end research “We never was also the basis for the naturalisation Key drivers talked about these concepts before this of 1100m of the river by Sydney Water in project, and now we are thinking about Need for asset renewal met a desire to do 2014–15. This project replaced the failing how we can apply the models to other more than BAU. concrete riverbanks with more gently projects”. sloped banks stabilised with sandstone Collaborative approach, with a committed group of project partners.

1 http://riversymposium.com/wp-content/uploads/2015/10/Philip-Birtles.pdf http://ageconsearch.umn.edu/bitstream/235637/2/Thomy%20ppt%20upload.pdf

48 Case study 14 Greening the West City West Water together with: Brimbank City Council, City of Melbourne, Friends of Lower Kororoit Creek, Hobsons Bay City Council, Port Phillip & Westernport Catchment Management Authority, Metropolitan Planning Authority, • Hume City Council, LeadWest, Maribyrnong City Council, Melbourne Water, Parks Victoria, Regional Development Australia, Urban Development Institute of Australia, VicRoads, Western Water, Wyndham City Council, Yarraville on the Nose Community Group

This case study showcases Following a think tank organised by City 10% increase in avoided health costs from West Water in 2011, an alliance of the increased physical activity ($75,000 per how collaboration and integrated planning many stakeholders with an interest in year within 1 km of creek) deliver better value for communities urban greening was formed to share 1–8% increased property value within knowledge, promote and implement water businesses delivering more than just 500m of the creek ($2.3–$18.2M) water and sewerage provision solutions together. Goals include: joint advocacy for better planning outcomes, Key drivers Problem community education, new opportunities Poor community health through collaboration. Melbourne’s western suburbs are some Manage low rainfall of the fastest growing in Australia. They Through collaboration the following receive less rainfall than other parts of targets are set to be achieved: Low quality open space Melbourne meaning they’re drier and can 25% increase in alternative water for green Strong organisational leadership experience warmer daytime temperatures. space by 2030 As the population increases, so too does Fast growing suburb, the chance for pollution, heat stress and pressure on Double tree canopy cover in the west by change is now! 2050 the environment. In addition, community Low tree canopy coverage health in the region is currently reported Green space to be increased by 25% by Benefit/outcome as poor with issues such as diabetes, 2030 obesity, heat stress and deleterious effects Very strong community benefits: More of air pollution. Business case open green and active space, more shade. Solution Business cases are completed on a More attractive region, also for investors project-by-project basis. One example is and businesses. Urban greening has been recognised the Stony Creek renaturalisation project, Staff capability to be expanded through: as a low-cost strategy that will bring where 1.2km of an inaccessible concrete collaboration with new disciplines and high impact results – environmentally, drain will be turned into a natural creek stakeholders, business cases to be economically and crucially, for the health with community access and facilities (e.g. developed with new tools and seeking and wellbeing of the residents who live park, playground, bbq). The benefit to the private investment partners. there. community were estimated to be: Authorising environment to be expanded $5 per visit from new and more frequent through wide-ranging collaboration across visits ($140,000–$620,000/year) public and private sector stakeholders.

49 Case study 15 Fishermans Bend Integrated planning for the community

South East Water

This case study showcases Solution how collaboration and integrated planning The numerous challenges faced in Stormwater storage to reduce flooding deliver better value for communities Fishermans Bend has been viewed as frequency an ideal opportunity to shape a water how government can facilitate Rainwater capture and smart tanks for sensitive precinct, a vision which has been collaboration and integrated planning non-potable uses – irrigation, toilets, progressively embedded into Victorian laundry. Problem Government policies over a number of years. To achieve this goal, a structured Centralised sewer mining – local treatment Fishermans Bend is a brownfield approach was taken: plant and third pipe for non-potable use development and one of the largest (to supplement reuse of rainwater which Engage early in the planning process inner city developments in the Southern would not adequately supply the precinct) Hemisphere at 455 hectares. By embed WSUD into precinct plans, etc. Latest technologies for digital metering, 2050, Fishermans Bend will be home Develop strong stakeholder pressure sewer systems and intelligent to approximately 80,000 people and partnerships A stakeholder working networks which overcome some of the support 60,000 workers. There is a strong group, including South East Water, development challenges. imperative by state, government and other Melbourne Water, the EPA, relevant organisations to make this a first class, State government departments and local Waste to energy is being explored sustainable and liveable development. councils was formed. They committed to utilising the solid portion of the mined Water is pivotal to the design. Only working collaboratively, openly sharing sewage combined with municipal organic by adopting an integrated water information and ensuring clear allocation waste through anaerobic digestion to management approach can we reduce the of responsibility and risk. generate gas for electricity generation and reliance of this rapidly growing region on centralised heating or cooling. Understand the context understand how already stressed water and waste water water cycle needs in a local context and The preferred option will reduce the systems. custom solutions around this. water footprint of Fishermans Bend by However, there are numerous challenges 45%. The option has the potential to Holistic thinking what are the liveability, to face, including limitations to sewer initiate a paradigm change in the way recreational, amenity and social outcomes capacity, regular flooding, drainage water services are delivered to the heart that could be achieved and ensuring these issues and unstable/contaminated of Melbourne. are accounted for in options analysis. soils. As a former industrial area, there is limited existing public green open space To combat key issues of the development or recreational areas, an issue further and create a sustainable masterplan an exacerbated in a high-density urban integrated water cycle approach was environment where there will be few required. A number of potential solutions private green spaces. This means not only were put forward, with the preferred a high cost to retrofit but also a number of option on a whole of community needs technical challenges. basis being:

50 Business case Key drivers Benefit/outcome

The cost of the preferred option is higher More broadly, a key driver for undertaking Water footprint reduced by 45% than business as usual for the water a ‘water sensitive’ approach has been Creation of a green, cool landscape utility and as such, collaborative financing incrementally growing interest in (including urban forests, open spaces, options such as developer contributions integrated water management by State street trees, green walls) which combats or federal and/or state funding are Government over the last 20 years. heat stress and is sustained through a being explored. This has largely been driven by the drought proof supply. longstanding challenge in Melbourne to The Fishermans Bend Taskforce has reduce nutrient discharge into Port Phillip Reduced urban flooding been set up to further develop the South Bay in addition to the supply challenges East Water business case based on the Climate resilience faced during the Millennium drought. This additional value the servicing strategy Amenity and social benefits. is also supported by the vision of state will provide for the community and to government, council, authorities and support Melbourne as the world’s most developers for sustainable and resilient liveable city. communities.

Government & utility drive to try new things and set an example.

Strong relationship between South East Water and key stakeholders and the Metropolitan Planning Authority in particular, which has built capacity and expertise over a number of years across various projects, thereby preparing them for this larger challenge.

Availability of new technology which has made certain solutions feasible.

51 Case study 16 The urban water cycle planning guide Barwon Water

This case study showcases towards a more integrated approach to consultants to lead similar processes in other urban and water planning. By signing the jurisdictions across the state. how collaboration and integrated planning MoU, the organisations commit to playing Business case deliver better value for communities a role in coordinating, raising awareness, Problem building knowledge and confidence in and Through practical collaboration, the developing tools around IWCM. Network has developed a genuine The Geelong region is one of the fastest commitment to working together for A number of initiatives have now been growing in Australia and experienced better integration of urban and water delivered through the Network, including: considerable water management challenges planning. Having a shared vision of more during the millennium drought. New urban Colac IWCM Plan liveable urban landscapes and a working landscapes are being planned and designed network of practitioners has helped A whole of city water cycle based master at a rapid rate. A key challenge for urban the group develop successful funding planning exercise where the key agencies planners, developers and governments proposals and become involved in urban in Colac worked through a strategic is how to design and build new urban master planning early in the process. visioning and planning process to identify landscapes which are more liveable for Funded projects, such as the Guide has ways in which the urban water cycle residents and more resilient to external further strengthened relationships within can help the city achieve its broader pressures like climate change. the group. The leverage of funding and community vision. Whilst these stakeholders share an interest the sharing of knowledge and capability Urban Water Cycle Planning Guide in adopting good practice integrating through joint projects has reaped returns urban and water planning can be complex An online resource to help urban in better developments and smarter water and difficult. Consequently, it is absent or developers, consultants and planners management decisions. lacking in the early planning stages of new embed the concept of IWCM into Key drivers developments, meaning opportunities are the design of new urban subdivisions, Ultimately, the cornerstone of Barwon missed and/or inefficiencies arise. including built and natural infrastructure Water’s approach has been to help the as a well as water servicing options. This stems from fragmented management region achieve its broader goals for IWCM plans for development precincts of the different aspects of the urban water urban liveability. With a strategic outlook, cycle from a planning perspective and a The network has now developed several extensive multi-disciplinary experience and lack of tools for integration. Whilst Barwon IWCM plans for more liveable design strong regional relationships and networks, Water has a key role to play in providing of urban developments in the region, Barwon Water has been in a position to help water, sewerage and alternative water including Fyansford and Spring Creek. facilitate the changes necessary. Ultimately, to these new landscapes, it recognised this collectively leads to the right solutions Atlas of alternative water opportunities the need for greater cross agency for the community. collaboration to help ensure the water A detailed database describing all existing, cycle is considered as early as possible in Benefit/outcome planned and potential demands and supply the design stages. nodes for alternative (non potable) water for Facilitating IWCM implementation at a Solution use in all serviced areas across the region. practical scale, thereby leading to enhanced liveability outcomes in new developments Recognising that these challenges In the past five years the region has such as improved aesthetics, green open presented opportunities for better continued to push the boundaries of leading spaces, better accessibility, improved integration of water and urban planning, integrating water and urban planning; we environmental outcomes. Barwon Water led the creation of Victoria’s have led the preparation of IWCM plans first Integrated Water Cycle Management at various scales, (township, precinct and Local resilience to climate changes via a (IWCM) Network. Establishment under sub-precinct) and created an online guide to more diverse portfolio and water efficiency a signed MoU between the water help consultants negotiate the integration community process (www.urbanwaterplanner.com. corporation, CMA and Local Government, Greater communication, coordination and au). Staff are taking on new roles as sub- the network commits the agencies to work capacity amongst key players 52 Case study 17 The Victorian Water Plan More than supply and security

Department of Environment, Land, Water and Planning, Victoria (DELWP)

This case study showcases Solution Key drivers

How government can facilitate Water for Victoria seeks to optimise The broader benefits from a Water collaboration and integrated planning community benefit through stakeholders Plan that encompasses more than just collaborating and taking a more holistic water supply security and sewerage Problem approach to water cycle servicing. provision are: Investment is continually made in Water policies, strategies and plans exist The recognition that outcomes such as managing the urban water cycle. An for many states, regions and cities. They liveability, health and resilience are the integrated water management approach are often developed by State Governments, responsibility of more than one agency, to planning will improve value by using with the relevant water business(es), to and that water is a critical enabler articulate a Government’s position relating this investment to deliver multiple Better outcomes for the community to water, and actions for its management benefits. There will be increased effort through engagement to understand and over the long term. Many water plans only at the planning stage to identify and deliver what the community values consider water supply and security for a explore opportunities to achieve this, with region. This continues the siloed approach the benefits expected to significantly Optimised value from investment, to urban water cycle management in outweigh these additional upfront costs. resulting from collaboration in the development of servicing solutions and that water businesses are only asked to Business case consider and plan for their specific area leveraging the skills and assets from of responsibility. It also reinforces the Population growth and climate change different agencies perception that water businesses are only will present challenges to maintaining and Benefit/outcome providers of water supply and sewerage improving the liveability of Victoria’s cities services, and have no consideration for and towns, for which water management Water for Victoria seeks to optimise other elements of the water cycle. is an important enabler. The traditional community benefit through stakeholders siloed approach to planning is a barrier to In these plans there is often very little, if collaborating and taking a more holistic realising multiple benefits through multi- any, recognition of the contribution water approach to water cycle servicing. functional assets and collaboration. provides to broader outcomes such as Investment is continually made in prosperity, liveability, indigenous values and managing the urban water cycle. An general health and wellbeing. It also means integrated water management approach that there is not a strong driver for agencies to planning will improve value by using to come together to plan for these broader this investment to deliver multiple outcomes, and this potentially results in lost benefits. There will be increased effort opportunities. at the planning stage to identify and explore opportunities to achieve this, with the benefits expected to significantly outweigh these additional upfront costs.

DELWP have developed a framework for developing integrated water management plans to support this outcome.

53 Case study 18 Water and economic development Providing broader benefits through the South Australia Strategic Plan

SA Water

This case study showcases to consider projects which may provide Key drivers broader value to the State. Projects are how government can facilitate financed either directly from the State The key driver for this project was the SA collaboration and integrated planning and/or Federal Governments or via Government’s desire to boost employment and stimulate revenue for the State. The Problem reduced dividends to its owners; hence these projects do not impact the customer SA Strategic Plan and its State ownership In response to a number of state-wide base through higher water bills. One such provide SA Water with the mechanism to financial and social pressures, there project is the proposed Northern Adelaide deliver broader benefits to the State. is a strong imperative from the South Irrigation Scheme (NAIS), which will deliver As mentioned, a secondary driver is the Australian Government to bolster an additional 20 GL of recycled water to reduction of effluent discharges and economic development. One priority for support high value food production for associated nutrient loads to the marine the Government is positioning SA as a export markets in the Northern Adelaide environment. ‘renowned producer of premium food and Plains. This will contribute to an estimated water, from its clean water, clean air and $350 million of horticulture production Benefit/outcome clean soil’ . As a State-owned corporation annually and create over 3,600 jobs for The main benefits that have been , SA Water has the capacity to foster and the region. influenced by the State Strategic Plan facilitate projects which have broader Business case include the ability to deliver the NAIS benefits to the community, for example project, as described above. As an example, through providing a secure recycled water The initial estimates suggest that there this project and other smaller supportive supply to the food and wine industry. is around $170 million required for the projects in this area will result in: Previously, there has been a limited ability recycled water infrastructure, which Jobs/economic development for SA (3,600 to pursue or finance such projects as the does not include the additional on farm jobs) NPV did not consider the benefits that investment for glass houses, irrigation would be realised outside of SA Water. systems etc. At present the funding model Food production Solution for this project has not been finalised, Capacity building in SA Water – training however there is discussion with private staff to consider broader benefits and The development and implementation investors and the State and Federal solutions of the South Australian Strategic Plan Governments regarding how the recycled has enabled an overarching blueprint for water infrastructure will be financed. Reduce nutrient loads to the gulf future planning across all government Other aspects that were considered in the departments. KPIs and targets ensure development of the business case, such previously siloed departments or as SA Water’s commitment to the EPA organisations can move toward the same to reduce nutrient loads to the marine goal. For SA Water, this means it is able environment.

54 Case study 19 A move to buffertopia Strategic resource precincts Water Corporation

This case study showcases The concept recognises that WWTPs Business case are increasingly being seen as secure How collaboration and integrated sources of recycled water and other A lack of appropriate buffers or land use planning deliver better value for resources essential for helping to ensure planning is estimated to have cost the communities the liveability, climate resilience and Water Corporation around $800 million in upgrades or relocations in the period How Government can facilitate sustainability of cities and towns. At the 1997 to 2012. While each site will need to collaboration and integrated planning same time it proactively communicates opportunities for synergistic and beneficial go through its own business case and may Problem land uses in the buffer that either use involve financial contributions from Water outputs from the plant (e.g. recycled Corporation or other stakeholders, the As cities and towns grow there is often water, nutrients, sludge, biogas) or main driver is avoided cost in addition to pressure to locate residential areas provide inputs (e.g. energy, knowledge) added community benefit. close to wastewater treatment plants which benefit the WWTP and urban (WWTPs). This can expose residents Key drivers communities. For example parklands or to nuisance causing odour, leading to intensive horticulture could be high users Having secure odour buffers resulting in complaints and pressure for the utility to of WWTP outputs such as recycled water, less complaints, avoided infrastructure either upgrade infrastructure or relocate nutrients or biosolids, or there may be upgrade or relocation costs as well as the treatment plant at significant cost. benefit in co-locating other green waste reputational benefits has largely driven Water Corporation operates over 100 facilities or research facilities for sharing this initiative. The concept of Strategic treatment plants across Western Australia. of knowledge or technology. At a time of Resource Precincts has been used in Odour buffers have been identified increasing water stress and urban heating, Western Australia for other industries such for most of these, however, many are there is a growing community demand for as agriculture and basic raw materials and not secured and are at constant risk of green infrastructure such as playing fields, minerals which effectively set a precedent urban encroachment. On average only artificial wetlands and urban forests, which for Water Corporation to pursue this 20 percent of land in the identified odour are supported by a secure water supply. initiative. buffers is owned by the Water Corporation and so there is a heavy reliance on seeking The establishment of Strategic Resource Benefit/outcome to influence State and local government Precincts around WWTPs has been land use planning to prevent the intrusion recognised in the Western Australian Long term asset protection of incompatible land uses into the defined Planning Commission’s State Planning Efficient use of land, water and other buffer. While the Water Corporation has Strategy 2050 and Water Corporation resources had some success in achieving this, around is now progressively working together Communities which are more liveable, 25 percent of all WWTPs and 40 percent with local governments and other key climate resilient and sustainable through of large WWTPs are considered to be at stakeholders to ensure it is included in a provision of water secure land uses – e.g. risk of urban encroachment. range of other strategic and statutory parks, gardens, conservation reserves, plans and policies. Going forward, Water Solution horticulture etc. Corporation has an important facilitation ‘Buffertopia’ – the Strategic Resource role to play as they have the expertise Precincts2 concept was conceived and to communicate and advise on the most developed in consultation with internal appropriate beneficial land uses. and external stakeholders, including planning authorities.

2 http://www.watercorporation.com.au/ home/builders-and-developers/land-plan- ning/strategic-resource-precincts 55 Case study 20 Making the Parramatta River swimmable again Parramatta River Catchment Group/Sydney Water

This case study showcases developing a Masterplan to map the Through these mascots, the PRCG aim necessary steps and milestones required to educate the community on how they How collaboration and integrated planning to meet our objectives. The PRCG has contribute to a ‘living’ river system and deliver better value for communities taken a strong outcomes based approach how we can all benefit from these broader Customer and community working with to this complex task, driven by community ecosystem services. It will also inform water businesses to define broader value needs. Through initial community the plan for the river going forward by consultation, it became apparent that understanding what pressure points these Problem being a ‘swimmable’ river meant more mascot species have in the river and how than just swimming, but also a desire to they link back to the vision of making the Up until the 1950s, most of the Parramatta enjoy the social, amenity and biodiversity river swimmable once more. River was swimmable and the river was the benefits of the river. The Masterplan focal point of many social activities. Since Business case therefore encompasses the many then, the river’s condition has deteriorated dimensions of making the river swimmable, and is currently in an impaired state, with Resourcing for the development of the including water quality, ecological health, only few locations where people can still Parramatta River Masterplan has come swimming site activation and waterway swim. With western Sydney facing strong through various forms of cash and in- governance. It is being heavily informed population growth, there is a growing kind funding of the PRCG. Funding for by community preferences through an need for active public spaces where the implementation will be further explored extensive community research piece as community can swim and relax. At the through a detailed economic analysis. well as popular campaigns to involve the same time, governance surrounding the community in the decision making process. Key drivers Parramatta River is complex, with numerous For example, to inform the locations of organisations having responsibility for It was recognised early that strong potential swimming spots, the community different aspects of the river. community engagement would be were asked to vote for where they would required, given the population in the Solution want to swim on the river. catchment and complexity of the issue. The Parramatta River Catchment Group To further strengthen the links between The diversity in participating organisations (PRCG) was formed in 2008 and comprises ecological health and swimming in in the PRCG means that this was a strong a group of councils, State government community minds. The PRCG undertook a vehicle to move the vision forward. community engagement campaign which agencies and community groups, whose For Sydney Water, in addition to fulfilling centred on inviting the community to vote aim is to work together to improve the wastewater/stormwater responsibilities, for their favourite ‘flagship’ or mascot health of the Parramatta River catchment. involvement strongly aligns to corporate species for the river. With approximately Through regional collaboration, the PRCG strategy goals of playing a proactive and 5,000 votes received, five mascots were seeks to ensure coordination of effort, leadership role in the broader conversation chosen for different river qualities, being optimal use of resources and greater of urban environments and considering the Southern Myotis (fishing bat), Striped impact on governmental policies and innovative solutions. decisions affecting the catchment than Marsh Frog (riparian), Eastern Long could be achieved through each member Necked Turtle (freshwater), Bar Tailed Benefit/outcome working separately. Godwit (estuarine) and the Powerful Owl (terrestrial). These have now become the Amenity and recreational benefits In 2014 the PRCG launched the Our Living focus of the ecological health component Ecological benefits River initiative, with the mission to make the of the Masterplan. Parramatta River swimmable again by 2025. Relationship building with key To achieve this mission, the PRCG are Focusing on the preservation of these stakeholders through the PRCG species will have natural flow on effects 56 Reputational benefits. to the improvement of the river at large. Case study 21 Our Space, Your Place Melbourne Water

This case study showcases publicly available and streamlines the Business case process of finding land and expressing how water businesses are rethinking interest in using it for community benefit. Facilitation of the Our Space. Your Place. internal processes, services and skills to Community groups and individuals can project has been cost effective, and better serve communities use the application to search for an includes some in-kind time and the development and maintenance of a web Problem appropriate space for their community use concept, access information on potential based platform. In addition to providing There is growing evidence of the benefits funding sources, and send through the land, Melbourne Water support of well-planned green spaces on the an expression of interest. Community applications through to implementation physical and mental wellbeing of the members are encouraged to consider a for example helping to identify funding community. As Melbourne grows it is wide range of activities on the land, such opportunities. becoming more important to provide as parks, shared pathways, community Key drivers opportunities for exercise, such as cycling gardens, events, landscaping and and walking and community interactions vegetation, murals and public art. Since Key to the success of Our Space. Your and access to open outdoor areas. launching, over 30 requests have been Place. has been a cultural shift within made through Our Space. Your Place. the organisation largely driven by the Melbourne Water is the custodian of project champion. This included realising 33,000 hectares of land across greater Hope City Mission, who provide a the potential benefits that could come Melbourne, the second largest owner significant quantity of food each week to from releasing the land, unlocking data of land in Melbourne behind the Crown. families in need, conceived a ‘Garden for previously only used internally and building Significant tracts of this land remain Hope’ where fresh local produce could be capacity to engage and service the underutilised, and are often managed harvested and supplied to clients direct community in new ways. from a community safety perspective by from the garden. Short of space for this making the land inaccessible to the public. project on their own land, Hope City Benefit/outcome There is great potential for Melbourne Mission looked to the open space behind Water to provide more value to their premises where Melbourne Water Assets are improved to directly meet community for this land. maintained an easement with significant community needs – with a number of amounts of open space along its length. potential benefits such as improved Solution Hope City Mission approached Melbourne amenity, biodiversity and improved mental and physical wellbeing of the community. To encourage the use of land for Water with a proposal to construct a community projects, Melbourne Water community garden on their land. The Improve transparency, customer service created a map based web application, beds were built above the ground in a ‘no and reputation of Melbourne Water ‘Our Space. Your Place.’ which makes dig’ solution to protecting the Melbourne information on Melbourne Water’s land Water assets.

57 Case study 22 Using engagement to find a solution Engagement of remote Indigenous communities in the Northern Territory

Power and Water Corporation

This case study showcases engagement would need to come from Power and Water are now leading those with the same cultural and language the way to explore opportunities with how water businesses are rethinking backgrounds, and with understanding of other government agencies who may internal processes, services and skills to community needs and values. have the need for similar indigenous better serve communities community engagement programs to pool In 2012, Power and Water employed, resources and implement joint training or Problem mentored and trained four local employment programs. indigenous Water Conservation Many remote indigenous communities in Ambassadors to educate the remote Business case the Northern Territory rely on stressed community of Galiwin’ku on positive water groundwater or freshwater sources and Due to the broader community benefits of behaviours and water efficiency. Power are exposed to critical water shortages. this program, there has been Government and Water worked with local organisations, funding and support to run this program. Communication on the importance of Community Development Employment water conservation with these indigenous Program providers and Community Key drivers communities has been difficult. Residents Enterprise Australia to assist in ensuring Strong message from the indigenous of the townships retain ties to traditional the right community ambassadors were community that Power and Water needed culture with English as a secondary chosen and provide culturally appropriate to engage with them in a culturally language. They are not well educated on training and ongoing mentoring. The appropriate way to achieve the outcome the systems and processes of water or program resulted in significant water the desired. other utility services, i.e. where it comes efficiency and education gains. from, where it goes and the governance Drive from Power and Water to have a Following the success of this program, in that surrounds it. Hence they do not often respectful and open dialogue with their 2013, Power and Water took part in the make the connection between water that customers Low Income Energy Efficiency Program comes out of the tap and local issues of (LIEEP), a Federal Government funded Benefit/outcome water stress. As they often live in public project which in the Northern Territory was housing, there is no price signal to use less Water efficiency outcomes –savings of up trialled in six remote communities, including water. The communities are plagued with to 8% observed after household water Galiwin’ku. The LIEEP program built upon other social pressures such as high levels education delivery the community engagement process used of unemployment and water efficiency is in Galiwin’ku, and also took the opportunity Upskilling and empowering remote not high on the agenda for most. Power to leverage this funding in energy efficiency indigenous community and Water in the Northern Territory to include some water efficiency education/ hence face a strong cultural, language Employment opportunities in a region services. The program involved recruiting and distance divide in getting their water where the unemployment rate is high. and training 80 local indigenous community efficiency messaging across. members in local languages, and preparing Better relationship and understanding of the local community Solution communications materials that spoke to the communities. Part of the training also Sustainable management of water. Through consultation with the local involved more general HR activities such indigenous communities, Power and as experience in workplaces, with induction, Water began to understand that effective timesheets, etc.

58 Case study 23 Understanding customer views on stormwater Customer value and willingness to pay for stormwater services

Sydney Water

This case study showcases Customers were engaged through focus an increase in the amount paid by some groups, an online survey and a deliberative customers, then customers wanted this re- customer and community working with panel. Participants were selected to invested in the local area where they live. water businesses to define broader value represent a range of demographics and Broadly, customers saw stormwater as locations. Key findings included: Problem essential infrastructure which: Most customers know very little about Population growth, urban development Should be paid equally by all users similar stormwater and how it relates to the urban and increasing run-off continue to place to health, education and other vital water cycle. stress on local waterways. Effectively services and infrastructure managing these pressures will require There was confusion as to who looks after Contributes to the future liveability of Sydney Water to increase future stormwater infrastructure, who pays for it Sydney in a range of ways including public investment in stormwater. At the same and how much they pay. health and safety and water security time, responsibility over stormwater is However, once educated, they valued the complex across many cities in Australia. Operates as a network and should be range of outcomes stormwater infrastructure In Sydney, Sydney Water manages trunk managed across areas in a streamlined provides and believed they pay a reasonable main and some smaller stormwater and transparent manner amount or not enough for it. assets, while councils manage most of Delivers outcomes that can be arranged Reuse of stormwater to reduce demand the smaller (and some larger) stormwater into a clear hierarchy of needs from 1) public on drinking water, improving water quality, assets. Funding for maintaining this health and safety, 2) water security and reducing flood impacts and reducing litter/ infrastructure is through a mix of Sydney environmental protection, and 3) amenity. Water bills, council rates and development pollutants were all considered important Business case contributions. and primary outcomes/infrastructure.

Unsurprisingly, there is some confusion Low levels of customer knowledge and This study helps to understand willingness amongst customers on the role of experience of newer approaches to to pay for stormwater infrastructure and stormwater in the urban water cycle, and managing stormwater, such as water where to prioritise investment based on the where the responsibility lies. sensitive urban design, made it somewhat range of values held by customers. challenging for customers to understand Solution Key drivers the value they get from these approaches Sydney Water engaged the Institute and whether they are willing to pay for it. SW aspires to be a leading utility for Public Policy and Governance at However, once explained, customers felt where customers are at the centre of the University of Technology Sydney strongly that they wanted such outcomes decision‑making. (UTS) to conduct social research to and were willing to pay for them. Benefit/outcome better understand customer views In the deliberative forum, a consistent Improved outcomes in stormwater on stormwater. Sydney Water wanted driver for water sensitive city outcomes management to understand the level of customer from stormwater infrastructure was the knowledge and their view of stormwater desire for better city outcomes (including Understanding what customers value and its infrastructure: what customers equity) for the next generation. about the services Sydney Water provides value, their preferences and willingness to Following education, participants generally Products and services provided by Sydney pay for improved or different outcomes felt everyone across Sydney should pay the water are aligned to the range of values from stormwater management. same for stormwater infrastructure, regardless held by customers of where they live. However, if delivering a more equitable charging system means 59