Case Study: South East Water boosts water bill engagement with Delib’s Simulator

South East Water - Customer Case Study

South East Water, a metropolitan water retailer in Melbourne, Australia, faced the challenge of engaging its customers on its draft Water and Sewerage Price Plan. They sought to increase public understanding of water costing decisions and the associated process beyond traditional engagement methods. To address this, they worked with vendor Delib and implemented their Utility Bill Simulator product.

Using Delib's Simulator as a major consultation tool, South East Water launched a multi-channel campaign that included targeted ads in multiple languages to reach its diverse customer base. The results were highly successful, generating nearly 4,000 responses through the Simulator, which was more than all other engagement phases combined. Over 90% of respondents provided detailed feedback, giving South East Water a wealth of meaningful data on customer preferences. Delib's solution proved to be a unique, convenient, and cost-effective way to achieve high levels of public participation.

South East Water

Beverley de Kretser

South East Water