10% decrease in average cost per job for Queensland Urban Utilities, and a 65% decrease in overtime

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Queensland Urban Utilities is responsible for the delivery of retail water supply and wastewater services in South East Queensland, Australia.

“Our service delivery has greatly improved. When we implemented BravaTrak, there was a 62% reduction in overtime in the first month, and it’s now down more than 65%. As a result, there’s been a reduction in overtime costs which exceed $200,000 per month. Increased productivity has reduced wait time and re-work leading to additional cost savings.

“Because of the increased productivity, we do not need to engage third parties to do the work, and our subcontractor costs are dropping.

“The flow of customer complaints has dropped to zero and I’m now getting regular letters and e-mails of commendation.

“This wasn’t just a short term change. Improvements in service delivery, leadership effectiveness, employee engagement, productivity, and organisational culture, still continue 18 months after the original intervention.

“In its first year the project delivered an ROI exceeding 1,100% and a payback in under 1 month.

“This is in stark contrast to what was happening before we implemented BravaTrak. Service delivery was down because of the poor leadership of managers, and we were exceeding our costs budget by millions of dollars.

We had a higher than benchmark injury rate and absenteeism; low productivity, a lower than benchmark employee engagement score (the lowest score in the blue collar workforce located in the field) with around 25% of the workforce actively disengaged, so the field force had low to average motivation.

Individual and team performance varied widely – indicating that field staff were inconsistent in their use of standard operating procedures, and that some lacked the front-line field service skills they needed. This was a big roadblock to building a customer service culture, which we were going to need if we were to fulfill our goals.

“In short, BravaTrak completely turned around the service delivery of my division.”

“Service delivery has increased with a greater focus on the customer.

“After implementing BravaTrak, service delivery is up, with a new culture characterised by a drive for results, transparency and accountability for performance, and customer-centricity is clearly developing. On top of that, only 3 months after starting, the average cost per job dropped 10%.”