Gippsland Water’s Path to Customer Centricity

Client: Gippsland Water

Gippsland Water delivers water to 75,662 households and businesses and wastewater services to 68,092 households and businesses across 43 towns. Their customer base includes major industries, operating in an area spanning approximately 5,000 square kilometres across Latrobe City, Baw Baw, South Gippsland, and Wellington Shires.


Gippsland Water was deeply committed to enhancing the customer experience. They needed to develop a Customer Experience (CX) Strategy leveraging insights gathered from their 2023-28 Pricing Submission. Through 3,500 customer interactions over two years, they gained valuable insights into customer preferences and priorities. The aim was to turn these insights into practical CX guiding principles and raise the organisation’s overall customer-centric maturity to enhance the customers’ experience during this next pricing period in line with their expectations.


In collaboration with Gippsland Water’s internal stakeholders, we undertook the following steps:

  • Co-designed a set of CX guiding principles, informed by insights from the 2023-28 Pricing Submission, reflecting customer needs and expectations.
  • Conducted a Customer Centricity Maturity Assessment to evaluate the organisation’s current and desired maturity levels across seven key customer-focused capabilities, identifying strengths and areas for improvement.
  • Hosted an Organisational Alignment and Prioritisation Workshop to inform roadmap design, integrating existing initiatives where applicable.
  • Crafted a four-year roadmap to enhance customer focus, aligning with assessments of Gippsland Water’s current and desired levels of customer-centricity.


As a result of this collaboration, Gippsland Water is now equipped with: 

Customer Experience Strategy: Comprising guiding principles and a four-year roadmap designed to align and support their Pricing Submission Customer Commitments and achievement of their desired levels of customer-centricity.

We extend our gratitude to Clear Advice & Strategy for their collaboration in the codesigning of the guiding principles outlined in this case study.

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