Cassandra Hogan from KPMG speaks with Hazel Flynn on personalised and empathetic customer management, sharing what the Australian water sector can learn from a global experience.

Cassandra Hogan from KPMG speaks with Hazel Flynn&nbsp;on personalised and empathetic customer management, sharing what the Australian water sector can learn from a global experience.

The Australian Water Association's Podcast Series brings you water industry information, projects and research from professionals working in Australia and abroad.

The Australian Water Association's Podcast Series brings you water industry information, projects and research from professionals working in Australia and abroad.

Australian Water Association Podcast Series Archive

The Australian Water Association's Podcast Series brings you water industry information, projects and research from professionals working in Australia and abroad. Recorded during Ozwater'23, Jo Taranto interviews key water professionals on their career, achievements, promising research and more.

Proudly sponsored by Schneider Electric

The Australian Water Association's Podcast Series brings you water industry information, projects and research from professionals working in Australia and abroad. Recorded during Ozwater'23, Jo Taranto interviews key water professionals on their career, achievements, promising research and more.
Proudly sponsored by <a href="https://www.se.com/ww/en/">Schneider Electric</a>

Australian Water Association Podcast - United by Water

Australian Water Association Podcast

Cassandra Hogan on personalised & empathetic customer management

In the latest episode of our United by Water podcast, host Jo Taranto sits down with Alicia Fry (Marketing and Business Communications Team Leader at Hunter Water) to discuss the 2023 Student Water Prize Paper ‘Water itself is life: how to encourage conversations through the power of Indigenous art’

Hunter Water, like many utilities have branding and there comes a time where it’s time to refresh, try out new avenues and also come together to include social value in the messaging of the brand.

Tell us about the branding opportunity and why that changed when you started thinking about the Reconciliation Action Plan?
We had the opportunity to rebrand our water bottle refill stations that we use at community events so something that's out and about in the community, they just needed a freshened up look, something a bit more modern and we realised that it was an opportunity instead of just putting a new fresh brand on it, to actually engage with an Indigenous artist and get them to help us create a new piece of art that we could use on that.

Part of that process is utilising their knowledge to tell a story about water so that we could then use it as a talking piece at events and a way to engage further with our community about water conservation and connection to Country.



Did you have a clear idea of what you wanted and how did that change when you first met Tyson?
I didn't have a clear idea of what I wanted, all I knew was that it needed to be told in the right way, a  personal way from an indigenous artist that reflected our connection with water. I actually met Tyson on a day off on the weekend at a distillery in Newcastle, he was painting a surfboard as part of the festival and he was just chatting to people while he was painting so I approached him afterwards and he was definitely interested in helping us with the project and then just sort of after having a few chats with him I realised that it was going to be more than just the piece of art for the project and that it was a real opportunity to create a relationship and I saw the value in sharing that conversation.

What were the results?
We created a video of Tyson painting and while he's painting, you get to know his story and his experience and his messages about water. We shared the video to our social media pages and in Reconciliation Week. The response has been phenomenal. It’s our most engaged piece we’ve had on social media and the biggest reach for an organic post ever. The best part about the reach was that the indigenous community in our area had a unanimously positive sentiment as well, everybody felt really proud to be part of that and I guess when people are at events and they see the water stations, there is a sense of recognition of the artwork.

You said one of the most unexpected outcomes of this project was the effect that it had on staff at Hunter water? Tell us more
We engaged Tyson to work with our staff, we had our celebration event and Tyson did a live installation at that event. He painted a water tank and anybody that was at the event was able to come and help paint as well so while they were painting, they were having a chat to Tyson, hearing his stories and understanding his point of view and so it was really insightful for staff to be able to have those conversations instead of just seeing it on the video or the end product and Tyson actually told me a beautiful story that touched him in a huge way was that one of our executive managers had come up to him and thanked him for his words and his participation in the video and she mentioned that one time previously, she was going into a board meeting and she was nervous. She watched Tyson's video just before she went into the board meeting and it grounded her. I love the circle of that inspiration.

What did you learn from this process? 
The biggest learning was the value of having those conversations rather than procuring somebody for a specific purpose. I know that I've developed a great relationship with Tyson and I hope because we've had that connection and we've continued those conversations, it's not just a business transaction. Moving forward, we're able to take those learnings and look at how we can sort of change how we do things in the future as well as how we engage Indigenous organisations. Just have an open mind about it and have those conversations.



Season 7, United by Water is proudly sponsored by Schneider Electric.

In the latest episode of our United by Water podcast, host Jo Taranto sits down with Alicia Fry (Marketing and Business Communications Team Leader at Hunter Water) to discuss the 2023 Student Water Prize Paper ‘Water itself is life: how to encourage conversations through the power of Indigenous art’
Hunter Water, like many utilities have branding and there comes a time where it’s time to refresh, try out new avenues and also come together to include social value in the messaging of the brand.
Tell us about the branding opportunity and why that changed when you started thinking about the Reconciliation Action Plan? We had the opportunity to rebrand our water bottle refill stations that we use at community events so something that's out and about in the community, they just needed a freshened up look, something a bit more modern and we realised that it was an opportunity instead of just putting a new fresh brand on it, to actually engage with an Indigenous artist and get them to help us create a new piece of art that we could use on that.
Part of that process is utilising their knowledge to tell a story about water so that we could then use it as a talking piece at events and a way to engage further with our community about water conservation and connection to Country. 
Did you have a clear idea of what you wanted and how did that change when you first met Tyson? I didn't have a clear idea of what I wanted, all I knew was that it needed to be told in the right way, a  personal way from an indigenous artist that reflected our connection with water. I actually met Tyson on a day off on the weekend at a distillery in Newcastle, he was painting a surfboard as part of the festival and he was just chatting to people while he was painting so I approached him afterwards and he was definitely interested in helping us with the project and then just sort of after having a few chats with him I realised that it was going to be more than just the piece of art for the project and that it was a real opportunity to create a relationship and I saw the value in sharing that conversation.
What were the results? We created a video of Tyson painting and while he's painting, you get to know his story and his experience and his messages about water. We shared the video to our social media pages and in Reconciliation Week. The response has been phenomenal. It’s our most engaged piece we’ve had on social media and the biggest reach for an organic post ever. The best part about the reach was that the indigenous community in our area had a unanimously positive sentiment as well, everybody felt really proud to be part of that and I guess when people are at events and they see the water stations, there is a sense of recognition of the artwork.
You said one of the most unexpected outcomes of this project was the effect that it had on staff at Hunter water? Tell us more We engaged Tyson to work with our staff, we had our celebration event and Tyson did a live installation at that event. He painted a water tank and anybody that was at the event was able to come and help paint as well so while they were painting, they were having a chat to Tyson, hearing his stories and understanding his point of view and so it was really insightful for staff to be able to have those conversations instead of just seeing it on the video or the end product and Tyson actually told me a beautiful story that touched him in a huge way was that one of our executive managers had come up to him and thanked him for his words and his participation in the video and she mentioned that one time previously, she was going into a board meeting and she was nervous. She watched Tyson's video just before she went into the board meeting and it grounded her. I love the circle of that inspiration.
What did you learn from this process? The biggest learning was the value of having those conversations rather than procuring somebody for a specific purpose. I know that I've developed a great relationship with Tyson and I hope because we've had that connection and we've continued those conversations, it's not just a business transaction. Moving forward, we're able to take those learnings and look at how we can sort of change how we do things in the future as well as how we engage Indigenous organisations. Just have an open mind about it and have those conversations.
 
Season 7, United by Water is proudly sponsored by <a href="https://www.se.com/ww/en/">Schneider Electric</a>.

The power of indigenous art, reconciliation and conversation

Join host Justin Matters as he sits down with Mohammad Al-Saudi (Solutions Architect and Non-revenue Water Expert at Itron) to discuss water sustainable futures and how technology can improve the quality of water from all aspects.

1. Tell us about yourself and how did you come about working for Itron and being involved in the water sector?
My journey with the water sector really began somehow unexpected. I'm a computer engineer by education and training. I graduated back in the Middle East and started working for a small technology and IoT (Internet of Things) Company. My work was focused on developing control and monitoring systems for small utilities and central, cooling companies.

This work was my first step into the water industry, at the time I didn't really envision becoming an expert in the field. I joined Itron a few years later Technology specialist, a role that really took me through a deep dive into the water business. Over the years, I’ve had the privilege to work with water utilities across the Middle East, Asia, Australia, New Zealand, and the Pacific, helping clients navigate all the complexities of water supply and demand, and integrating cutting edge technologies to enhance their operations.



2. How does technology play a part in a sustainable water future?
I remember years ago walking into a control room that had a lot of screens monitoring different parts of the distribution network. It was complex but unfortunately, it was not flexible at all. That made me realise the complexity of the water supply and the dynamics and the significance risk and cost associated with digital transformation in this sector. It was very clear that water utilities needed a simpler, faster and more flexible way to move forward the demands for a smart new approach to digitally transform their business innovation and adapt to their new challenges. What makes this possible today is that there are a lot of exciting new advancements in the Internet of Things, the IoT e.g. new water meters, new water sensors, devices that will help utilities to have the most needed visibility and to understand what's happening with the network because this is one of the biggest challenges in my opinion. Today, water utilities have low visibility on what’s happening on the network.



3. What is your best advice for young professionals looking to advance their career in water and technology? 
The water industry offer offers a lot of opportunities for Innovation, impact, professional growth and the water and Technology sectors are rapidly evolving. They're changing very quickly. Every day, we’re having new things coming up so starting a career in the water and technology sector is about contributing to our environment and our essential needs. The water industry in particular is increasingly shifting to smart technologies. My advice for any young professional is if you have skills in data analytics, IoT or AI, the water industry is a great place to b. Joining a professional association like the AWA can allow you to engage with Industry leaders.

Be ready to adapt to new technologies and shifts in this sector. Flexibility and resilience are important for navigating the opportunities in both the water sector, and the technology landscape. It’s a great place to be.

Please check out our playlist above for more podcast episodes and if you'd like to keep up to date with all the latest technology and Water Solutions with itron, please visit itron.com/apac



Season 7, United by Water is proudly sponsored by Schneider Electric.

Join host Justin Matters as he sits down with Mohammad Al-Saudi (Solutions Architect and Non-revenue Water Expert at Itron) to discuss water sustainable futures and how technology can improve the quality of water from all aspects.
1. Tell us about yourself and how did you come about working for Itron and being involved in the water sector? My journey with the water sector really began somehow unexpected. I'm a computer engineer by education and training. I graduated back in the Middle East and started working for a small technology and IoT (Internet of Things) Company. My work was focused on developing control and monitoring systems for small utilities and central, cooling companies.
This work was my first step into the water industry, at the time I didn't really envision becoming an expert in the field. I joined Itron a few years later Technology specialist, a role that really took me through a deep dive into the water business. Over the years, I’ve had the privilege to work with water utilities across the Middle East, Asia, Australia, New Zealand, and the Pacific, helping clients navigate all the complexities of water supply and demand, and integrating cutting edge technologies to enhance their operations. 
2. How does technology play a part in a sustainable water future? I remember years ago walking into a control room that had a lot of screens monitoring different parts of the distribution network. It was complex but unfortunately, it was not flexible at all. That made me realise the complexity of the water supply and the dynamics and the significance risk and cost associated with digital transformation in this sector. It was very clear that water utilities needed a simpler, faster and more flexible way to move forward the demands for a smart new approach to digitally transform their business innovation and adapt to their new challenges. What makes this possible today is that there are a lot of exciting new advancements in the Internet of Things, the IoT e.g. new water meters, new water sensors, devices that will help utilities to have the most needed visibility and to understand what's happening with the network because this is one of the biggest challenges in my opinion. Today, water utilities have low visibility on what’s happening on the network. 
3. What is your best advice for young professionals looking to advance their career in water and technology? The water industry offer offers a lot of opportunities for Innovation, impact, professional growth and the water and Technology sectors are rapidly evolving. They're changing very quickly. Every day, we’re having new things coming up so starting a career in the water and technology sector is about contributing to our environment and our essential needs. The water industry in particular is increasingly shifting to smart technologies. My advice for any young professional is if you have skills in data analytics, IoT or AI, the water industry is a great place to b. Joining a professional association like the AWA can allow you to engage with Industry leaders.
Be ready to adapt to new technologies and shifts in this sector. Flexibility and resilience are important for navigating the opportunities in both the water sector, and the technology landscape. It’s a great place to be.
Please check out our playlist above for more podcast episodes and if you'd like to keep up to date with all the latest technology and Water Solutions with itron, please visit <a href="http://itron.com/apac">itron.com/apac</a>
 
Season 7, United by Water is proudly sponsored by <a href="https://www.se.com/ww/en/">Schneider Electric</a>.

The Intersection of Water and Technology with Mo Saudi of Itron

Benjamin Harris is an Operations Analyst in the Customer Hub at Sydney Water. When the Covid-19 lockdowns happened, Ben set up a virtual coffee club so staff could feel connected online while isolated from in-person social activities. Jo Taranto sat down with Benjamin during Ozwater’23 in Sydney last year to discuss the virtual coffee club.

Back in 2020, the entire world faced the then unknown problem of COVID-19. Australia went into lockdown as a safeguard due to exponential growing cases while employers faced a difficult task of transitioning from in-person office environments to working remotely full-time. Benjamin Harris sought to create a virtual coffee club to enable social meets while working from home and he joins Jo Taranto to discuss the program and how it’s taken a new life.

You experienced covid lockdowns at your employer, tell us what happened?

I think it's a similar story for a lot of people, suddenly we were all working at home for the very first time [and] we were trying to figure out how do we do our jobs and nowadays we seem to have all these systems to stay in touch with people and stay connected even when we're physically at home but at the time we didn't! We didn't have those systems yet and so what I set up at Sydney Water was the ‘virtual coffee club’, where you could join and each week, you'd be paired with someone new to chat to. It was an early attempt to not be socially isolated.

How many people signed up initially when you flagged it with them

It was small initially but grew over time through word of mouth, our company’s social media and in that time, some people leave, new faces come in, it's been consistent and maintaining that level for the last three years is an interesting thing because when the lockdowns stopped and people have eased back to flexible work, the coffee Club has continued.

Why do you think that is?

We still have that need for social connection. We surveyed Members of the virtual Coffee Club and the benefits they talked about were breaking out of their silo’s and understanding other parts of how Sydney Water works. For some, it sparked collaboration and ideas from random pairings and conversations.

What did Sydney Water think of this idea? 

They were very supportive, they said “yes, this is a great idea, go for it” and so I launched it and for two years I ran it on my own and kept it all going it and it's now been handed over to a group of volunteers. We've got a group called The Wellbeing Champions at Sydney Water, one of our employee networks who are passionate about wellbeing and so they're the people who run it now and they've kept it going.

You mentioned that there are other employee networks at Sydney Water, can you give us an idea of what some of those are and what are the benefits of having these sorts of groups?

We have amazing groups that are almost always started by employees in a particular group e.g., we’ve got the pride network which represents the LGBTIQ+ community of Sydney Water and allies. We've got the Women of Water as well who have run some amazing events including for International Women's Day. We've also got the First Nations employee network as well and all these groups have been positive so there's huge benefits to well-being. If you feel like I'm the only indigenous person in my team or I'm the only gay person in my team and then to find out that there's a whole network of [people like] you and you can connect with them and talk to them and so there's that boost of pride, confidence and also kind of a sense of activism in that people wanted to wanted to make a change.

Why do you think diversity and inclusion is important for the water sector?

It’s important, we should be respecting and valuing all people, but from the water industry, we have huge challenges, and we have huge aspirations and to do that, we need we need to be working together. We can't leave people out, we can't be exclusive, we need to be inclusive by allowing everyone to sit at the table and share their ideas.

Thank you to Benjamin Harris and Jo Taranto.

Season 7, United by Water is proudly sponsored by Schneider Electric.

Benjamin Harris is an Operations Analyst in the Customer Hub at Sydney Water. When the Covid-19 lockdowns happened, Ben set up a virtual coffee club so staff could feel connected online while isolated from in-person social activities. Jo Taranto sat down with Benjamin during Ozwater’23 in Sydney last year to discuss the virtual coffee club.
Back in 2020, the entire world faced the then unknown problem of COVID-19. Australia went into lockdown as a safeguard due to exponential growing cases while employers faced a difficult task of transitioning from in-person office environments to working remotely full-time. Benjamin Harris sought to create a virtual coffee club to enable social meets while working from home and he joins Jo Taranto to discuss the program and how it’s taken a new life.
You experienced covid lockdowns at your employer, tell us what happened?
I think it's a similar story for a lot of people, suddenly we were all working at home for the very first time [and] we were trying to figure out how do we do our jobs and nowadays we seem to have all these systems to stay in touch with people and stay connected even when we're physically at home but at the time we didn't! We didn't have those systems yet and so what I set up at Sydney Water was the ‘virtual coffee club’, where you could join and each week, you'd be paired with someone new to chat to. It was an early attempt to not be socially isolated.
How many people signed up initially when you flagged it with them
It was small initially but grew over time through word of mouth, our company’s social media and in that time, some people leave, new faces come in, it's been consistent and maintaining that level for the last three years is an interesting thing because when the lockdowns stopped and people have eased back to flexible work, the coffee Club has continued.
Why do you think that is?
We still have that need for social connection. We surveyed Members of the virtual Coffee Club and the benefits they talked about were breaking out of their silo’s and understanding other parts of how Sydney Water works. For some, it sparked collaboration and ideas from random pairings and conversations.
What did Sydney Water think of this idea? 
They were very supportive, they said “yes, this is a great idea, go for it” and so I launched it and for two years I ran it on my own and kept it all going it and it's now been handed over to a group of volunteers. We've got a group called The Wellbeing Champions at Sydney Water, one of our employee networks who are passionate about wellbeing and so they're the people who run it now and they've kept it going.
You mentioned that there are other employee networks at Sydney Water, can you give us an idea of what some of those are and what are the benefits of having these sorts of groups?
We have amazing groups that are almost always started by employees in a particular group e.g., we’ve got the pride network which represents the LGBTIQ+ community of Sydney Water and allies. We've got the Women of Water as well who have run some amazing events including for International Women's Day. We've also got the First Nations employee network as well and all these groups have been positive so there's huge benefits to well-being. If you feel like I'm the only indigenous person in my team or I'm the only gay person in my team and then to find out that there's a whole network of [people like] you and you can connect with them and talk to them and so there's that boost of pride, confidence and also kind of a sense of activism in that people wanted to wanted to make a change.
Why do you think diversity and inclusion is important for the water sector?
It’s important, we should be respecting and valuing all people, but from the water industry, we have huge challenges, and we have huge aspirations and to do that, we need we need to be working together. We can't leave people out, we can't be exclusive, we need to be inclusive by allowing everyone to sit at the table and share their ideas.
Thank you to Benjamin Harris and Jo Taranto.
Season 7, United by Water is proudly sponsored by <a href="https://www.se.com/ww/en/">Schneider Electric</a>.

Cassandra Hogan on personalised & empathetic customer management

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