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Secure and Efficient Water Through Partnership and Innovation

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Secure and Efficient Water Through Partnership and Innovation Secure and efficient water through partnership and innovation Annual Report 2010–11 Contents About this Annual Report . 2 Our operational performance . 14 Operational highlights 2010-11 . 4 Priority area 1 – strategic operations . 14 Priority area 2 – customer service . 21 About the SEQ Water Grid . 6 Priority area 3 – risk and emergency management . 25 Our business . 8 Priority area 4 – financial management . 29 Chair and Chief Executive Officer’s report . 10 Priority area 5 – whole-of-Grid facilitation . 32 Capability area 1 – people and learning . 36 Our corporate strategy . .. 12 Capability area 2 – governance and compliance . 38 Corporate governance . 40 Our people . 46 Glossary . 89 © SEQ Water Grid Manager SEQ Water Grid Manager Annual Report 2010–11 ISSN: 1837 4816 (print) ISSN: 1837 4824 (online) Disclaimer The materials presented in this PDF are provided by the Queensland Government for information purposes only . Users should note that the electronic versions of financial statements in this PDF are not recognised as the official or authorised version . The electronic versions are provided solely on the basis that users will take responsibility for verifying their accuracy, completeness and currency . Although considerable resources are used to prepare and maintain the electronic versions, the Queensland Government accepts no liability for any loss or damage that may be incurred by any person acting in reliance on the electronic versions . The official copy of the annual report, as tabled in the Legislative Assembly of Queensland, can be accessed from the Queensland Parliament’s tabled papers website database: http://www.parliament.qld.gov.au/view/legislativeAssembly/tabledPapers/home.asp 15 September 2011 Hon Rachel Nolan MP Hon Stephen Robertson MP Minister for Finance, Natural Resources and The Arts Minister for Energy and Water Utilities GPO Box 611 PO Box 15216 Brisbane Qld 4001 Brisbane Qld 4001 Dear Ministers I am pleased to present the Annual Report 2010–2011 for the SEQ Water Grid Manager . I certify that this Annual Report complies with: the prescribed requirements of the Financial Accountability Act 2009 and the Financial and Performance Management Standard 2009, and the detailed requirements set out in the Annual Reporting Guidelines for Queensland Government Agencies . A checklist outlining the annual reporting requirements can be accessed at: www .seqwgm .com .au/news-and-publications/annual-reports . Yours sincerely Gordon Jardine Deputy Chair SEQ Water Grid Manager ANNUAL REPORT 2010–11 | 1 About this Annual Report This Annual Report is an essential part of Contact us the SEQ Water Grid Manager’s corporate For information about the SEQ Water Grid Manager, governance framework . This report records or for copies of this report, please contact: our commitment to accountability and transparency and is the primary way in The SEQ Water Grid Manager which we report our achievements to Level 15, 53 Albert Street government and the community . Brisbane QLD 4000 PO Box 16205 This Annual Report is prepared in line with the City East QLD 4002 Financial Accountability Act 2009, the Financial and Performance Management Standard 2009 Phone: +61 7 3247 3012 and the South East Queensland Water (Restructuring) You can also download electronic copies of Act 2007 . this report at: www .seqwgm .com .au/news-and- Safe, secure and efficient drinking water services are publications/annual-reports . a fundamental expectation of our community . With respect to an ever-changing operating landscape, Translating and interpreting varied climate conditions and a growing population, our role ensures the continued best management assistance and operation of the SEQ Water Grid for all seasons The Queensland Government is committed to – in drought and deluge . providing accessible services to Queenslanders from culturally and linguistically diverse backgrounds . If This Report is one way we communicate to the you need an interpreter, please call the Translating community about our strategic approach to and Interpreting Service (TIS National) on 131 450 managing the supply of bulk water . and have them contact the SEQ Water Grid Manager on +61 7 3247 3012 between 8am and 5pm, Monday to Friday (except public holidays) . 2 | SEQ WATER GRID MANAGER Our vision Our mission Our values To deliver world class water security Safe, secure and efficient bulk Our organisational values are: and value to our customers . water services for South East innovative Queensland through partnership and innovation . deliver value motivated adaptable professional . ANNUAL REPORT 2010–11 | 3 Operational highlights 2010–11 A Water Grid for all seasons In 2010–11, the SEQ Water Grid Manager directed the day-to-day operations of the SEQ Water – managing the SEQ Water Grid focusing on maximising its efficiency and effectiveness . This included managing and overseeing Grid to maintain water emergency response operations during several severe security and quality for South weather events over summer in order to guarantee a safe, secure and high quality drinking water supply for East Queensland – in drought all South East Queenslanders . and deluge. During this reporting period we took full advantage of the unprecedented high-level of water supply security in South East Queensland to optimise the operation of major SEQ Water Grid assets so that savings could be realised—at the same time ensuring that these major components of the SEQ Water Grid were ready to do their part again when needed . This was the case during the January 2011 flood event in South East Queensland when the Mt Crosby water treatment plants were flood damaged . The Gold Coast Desalination Plant and parts of the Western Corridor Recycled Water Scheme supplied, respectively, drinking water and water for cleaning . In this its third year of operation, the SEQ Water Grid Manager again demonstrated that the SEQ Water Grid can operate as an asset for all seasons—in drought and deluge . 4 | SEQ WATER GRID MANAGER The table below highlights our primary objectives in 2010–11 and our key achievements . Objectives Achievements Strategic operation—to accurately Supplied 259,789 megalitres of safe drinking water to our prepare short- and medium-term service customers . specifications and publish Grid Instructions Maintained a safe supply of drinking water to customers to our Grid Service Providers to ensure during the January 2011 flood event . 100 per cent compliance to the System Directed the implementation of 'stand-by mode' for Operating Plan . desalination and recycled water production in order to maximise cost and operational efficiencies . Customer service—clearly specify and deliver Implemented a comprehensive consumer and stakeholder services our customers want and have research program to inform our planning process . them regard us as business partners and as Implemented a customer account review process . providers of a value-adding service . Conducted 12 Grid 101 events—an information session about the SEQ Water Grid—where more than 100 people from Grid Participant organisations attended . Risk management—be highly regarded as Managed whole-of-Grid emergency response management risk management and emergency response during several events including the January 2011 flood event . managers and have SEQ Water Grid risks Implemented an online whole-of-Grid emergency managed to a level agreed by all Grid management system to help us make better decisions and Participants . deliver accurate and timely information to our stakeholders during a crisis . Financial management—to accurately forecast Improved water demand forecasting and SEQ Water Grid the financial position of the SEQ Water Grid operation practices to reduce the SEQ Water Grid’s operating and ensure an optimised cost of funds . To have costs . the SEQ Water Grid Manager independently Developed a long-term financial model to improve debt assessed as an efficient business . optimisation . Whole-of-Grid facilitation—deliver, in Developed a SEQ Water Grid Information and Communication partnership, a technology vision and Technology (ICT) Strategy to provide a common ICT platform workforce plan that will enable a highly and create operating efficiencies, such as: regarded supply chain . – ICT standards – naming conventions – desktop support . People and learning—to provide an attractive Implemented new SEQ Water Grid Manager values and work environment for current and future behavioural statements to build a strong organisational staff, providing professional challenges and culture . an enjoyable team culture . Governance and compliance—to meet our Established a Governance and Regulatory Compliance unit statutory obligations on time, every time . dedicated to supporting us to meet our corporate governance, legal, compliance, audit and business performance goals . ANNUAL REPORT 2010–11 | 5 About the SEQ Water Grid A connected supply chain The SEQ Water Grid is an internationally acclaimed leader in delivering safe, secure and sustainable water for South East Queensland—a strategic investment for now and the future . Built at a cost of $6 .9 billion, the SEQ Water Grid is an infrastructure network of water treatment facilities and two-way pipes that move water from new and existing sources across the region . The strength of the SEQ Water Grid is the connected nature of the drinking water system that allows water to be sourced from across the region and transferred to where it is needed most . Dam water is used as a base
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