Evolution of Engagement and Delivery in Infrastructure Renewal

Abstract

Queensland Urban Utilities (QUU) water main renewals program impacts customers directly at varying levels, requiring a customised approach to both engagement and construction methodology in an environment of progressively increasing community expectations.

QUU has replaced approximately 80km of water mains throughout the Brisbane region over the last 5 years. Each year the program has evolved, including changes in construction methodology, customer engagement and procurement models. Recently an innovative technology for customer notification has been successfully trialled producing learnings for QUU and helping us subtly modify our delivery approach. The latest evolution of this program has resulted in improved delivery, reduced customer complaints and increased responsibility being placed on the contractor, all while driving the overall cost of the program down.

This paper explores the challenges in delivering the QUU water main renewals program, the changing methodologies utilised in construction, procurement and customer engagement to ensure the successful delivery of the program adopting sustainable strategies, and how QUU worked collaboratively with panel construction companies to deliver by adopting shared values of Safety, Customer and Community, Participation, Accountability, Delivering Value and Creativity.