Case Study: Shoalhaven Water achieves automated DBYD asset protection with PelicanCorp TicketAccess

Shoalhaven Water completely overhaul their asset protection

Shoalhaven Water, part of Shoalhaven City Council in coastal NSW, manages water and wastewater services across a large network and was handling asset information requests manually. As DBYD membership increased enquiry volumes far beyond what they had previously processed, they needed a way to scale response handling without adding significant manual workload. PelicanCorp’s TicketAccess hosted solution was chosen to automate this process.

With PelicanCorp’s TicketAccess, Shoalhaven Water now sends instant, automated responses to DBYD enquiries 24x7 with no staff intervention, using configured business rules for both standard and critical assets. The result was a set-and-forget system that reduced manual effort and overheads, improved map clarity with legends, and integrated seamlessly with DBYD; in the first month alone, 739 requests were processed, and customers were often receiving plans before they finished speaking with the DBYD call centre.

Shoalhaven Water

Katherine Wilson

Water Connections & Business Support