GMW Service Plans

Our customers have the opportunity to partner with us in shaping the services they receive through the development of a series of Service Plans for GMW’s services.

These Service Plans will outline how we manage services into the future, align with our resilience principles, underpin a prosperous region, and ensure our business is financially and environmentally sustainable into the future.

There are 10 prescribed services we are developing Service Plans for:

  • Gravity Irrigation
  • Pumped Irrigation
  • Drainage
  • Water Districts
  • Flood Protection
  • Diversions
  • Fee for Service
  • Bulk Water
  • Constructing Authority
  • Land and On Water

In addition to underpinning the GMW Service Strategy, these Service Plans will form the basis of our 2024-28 Pricing Submission.

For more information on the Service Plans please read our Frequently Asked Questions.

Engaging with our customers

We are committed to meaningful and transparent engagement with our customers across the region in the development of these Service Plans. Throughout the engagement process we will be seeking feedback and ideas from our customers and the broader community on the services we deliver that affect them.

Each Service Plan will be delivered on a slightly different timeline to ensure that our proposed engagement process can adapt if required. At a minimum, a six step engagement process will be undertaken for each of the service plans:

Phase One

Focusing on internal stakeholders, with the inclusion of GMW’s customer representative Water Service Committees (WSC), Phase One seeks to gain insights on issues and opportunities for services as a whole, as well as to inform the next phases of the engagement.

Phase Two

Utilising GMW’s YourSay@GMW webpage and an online survey, Phase Two will initiate engagement with customers and stakeholders seeking to understand what their visions and identified issues are for the services they receive at present, as well as any potential opportunities they see in to the future.

Phase Three

Phase Three will see the commencement of targeted engagement through the use of Focus Groups. The outcomes of this phase will identify what is negotiable and non-negotiable for customers.

Phase Four

By refining customer negotiables and non-negotiables through the previous engagement phases, utilising workshops, Phase Four will co-design service models and options with customers.

Phase Five

Through Phase Five GMW will host a Deliberative Forum for affected customers to consider the outcomes of the co-design work, options available, potential price implications and any trade-offs that need to be considered.

Phase Six

Phase Six will “close the loop” on engagement process. This will be done through localised engagement with WSCs and small influential customer groups. This will also preclude internal GMW reviews and approvals.

 

We will also be engaging with various stakeholders during the development of the Service Plans, including government agencies and agricultural groups.

GMW will continue to monitor current Victorian Government advice and adhere to COVIDSafe settings. This means, at times engagement activities we have planned may change if there are changes in restrictions.

Current engagement opportunities

Gravity Irrigation, Diversions and Drainage Focus Groups

We are running a series of focus groups for Gravity, Diversions and Drainaage customers between Thursday 25 November and Friday 3 December.

Registrations for these groups have now closed.

What we've heard

Online survey key themes

Gravity Services

Charts showing the key themes of the Gravity Services Customer Survey

  • "Price" was by far the most frequently cited issue for Gravity Services customers. The next most cited issues were "Availability", "Costs", and "Weeds".
  • "Reduce Costs" the most frequently cited opportunity, followed by "Reduce Price".
  • The importance of speaking to a GMW staff member in person was rated 4.29 out of five.
  • More than two thirds of respondants said their preferred method of speaking to a GMW staff member was by phone.
  • Understanding of GMW's tariffs and fees was rated 2.95 out of five.
  • Understanding of services GMW provides fees for was rated 3.05 out of five.
  • Almost half of the recipients said they would like to receive information via email.
  • Understanding of climate change and its effect on water availability was rated 3.89 out of five.
  • On average, respondants noted a 56 per cent change to water use practices in the past five years.
  • The importance of the stability of flow rate was rated 4.17 out of five.
  • The importance of reliability of service was rated 4.44 out of five.
  • About half of the respondants had on-farm storage for out of season use.
  • About a third of respondants said they would Irrigate 365 days if possible.
  • 27 per cent of respondants said they were willing to pay for 365 access.

Diversions Services

Charts showing the key themes of the Gravity Services Customer Survey

  • "Price" was by far the most frequently cited issue for Diversions Services customers. The next most cited issues were "Availability", "Costs", and "Value for Money".
  • "Cost reduction" the most frequently cited opportunity, followed by "Price".
  • The importance of speaking to a GMW staff member in person was rated 4.12 out of five.
  • Almost two thirds of respondants said their preferred method of speaking to a GMW staff member was by phone.
  • Understanding of GMW's tariffs and fees was rated 3.12 out of five.
  • Understanding of services GMW provides fees for was rated 2.74 out of five.
  • More than half of the recipients said they would like to receive information via email.
  • Understanding of climate change and its effect on water availability was rated 4.07 out of five.
  • Multiple respondants noted Long range forecasting and increased information and education on adaption would be helpful.

Drainage Services

Charts showing the key themes of the Gravity Services Customer Survey

  • "Reduction of GMW Oerating and Maintenance" and "Environmental Management werethe most frequently cited issue for Drainage Services customers. 
  • 14 respondants said they had irrigation drainage services.
  • The importance of drainage in the future was rated 4.29 out of five.
  • Seven respondants said they didn't have irrigation drainage services.
  • 11 respondants said they were land holders with drainage services in the Goulburn Murray Irrigation District (GMID).
  • Opportunities and Outcomes suggested by participants included: Fit for purpose drainage services; ongoing sustainable management of drainage schemes; cost-effective drainage services; new drainage infrastructure; econcomic, environmental, social and cultural benefits; potentail adverse offsite impacts managed and mitigated; traditional owners are part of decision making; appropriate pricing structure; government policies and prioriteis are aligned; GMID is an attractive and affordable place to farm; and drainage management supports communities to be more resilient in land management.

More information

If you have any questions about the development of GMW's Service Plans, please email YourSay@gmwater.com.au