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EWOV Prep (background (https://www.ewov.com.au/files/2018-ewov-annual…
EWOV Prep
background
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To independently and efficiently resolve disputes between customers and energy and water companies in Victoria and reduce their occurrence
Drawing on EWOV's casework, we publish information about energy and water complaints, issues and trends. We work with energy and water companies, regulators and consumer groups to drive customer service improvements and help prevent complaints. We also have a responsibility to identify systemic issues and report these to the energy or water company and regulators, so that they can be addressed
34000 cases down from 84000
1 in 3 on ability to pay
runs its business on $8.9m
11m revenue
6m salary
179k on resaerch and comms
3.2 m profit
8m assets 6m cash at bank
loads of cash
the Information Technology team who worked on the online form, new portal and new data requirements; the Research and Communications team who worked on internal and external communications and stakeholder relationships;
It continues to be busy times for EWOV, as we implement a challenging new jurisdiction to provide high quality access to justice for even more Victorian energy and water customers; strive for continuous improvement in all aspects of what we do; work with community partners to improve the customer experience and reduce the occurrence of disputes; and highlight the real-life stories behind the issues.
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IT
OVERALL GOAL: TO DELIVER ROBUST AND CAPABLE INFORMATION TECHNOLOGY AND DATA SOLUTIONS TO SUPPORT EWOV'S GOALS SUCCESS MEASURES: › KEY BUSINESS SYSTEMS ARE FUNCTIONING 99.5% OF THE TIME DURING EWOV'S OPERATING HOURS › TIMELY AND EFFECTIVE ANALYSIS OF COMPLAINT TRENDS
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