A transformational journey toward best practice customer and community engagement
Discover the expert-led discussions as part of the ‘Know your Customers + Communities’ Community of Practice’ that covers a range of engagement topics specific to the energy and water sectors. These sessions focus on insight sharing and building capability to better engage with customers and communities and ensure the ‘customer voice’ can be heard across all levels within businesses.
In December, we heard from Kellie King, General Manager Community & Corporate Services at Wannon Water about their transformational journey, starting in 2017, toward better practice customer and community engagement, in pursuit of becoming a truly customer centric organisation.
In 2023, Wannon Water won the IAP2 Core Values Organisation of the year for Australasia, and also took out the IAP2 Core Values Organisation of the year Internationally!
Wannon Water began by developing their own definition of community engagement and a new Community Engagement Framework and ‘toolkit’. Built on a commitment to best practice from their most senior levels, the framework is based on the IAP2 Core Values.
They delivered framework training across their organisation and designed a new “Wannon Water Engagement Cycle” (WWEC), a comprehensive annual program that informs their yearly strategic plan and provides iterative input to setting our five-yearly customer pricing.
Watch Kellie discuss Wannon Water's engagement journey
Introducing Kellie King, General Manager Community and Corporate Services at Wannon Water
“My purpose is to facilitate great outcomes for people and their communities. I am a values driven, people-centred, leader and executive. My focus is on partnership, engagement, relationships, wellbeing, integrity, and ethics.
My background includes working within local and state governments, not-for-profit organisations, small business, government business enterprise and running my own consultancy business.
Past roles have spanned the education, health, community, and water sectors in metropolitan and regional areas in Victoria, Australia. I’m grateful to be a graduate of Leadership Victoria’s Williamson Community Leadership Program, JMW’s Leader of the Future Program, the Australian Institute of Company Directors (GAICD) course and hold accreditation as a Partnership Broker with the Partnership Brokers Association (PBA).”
About the Know your Customers + Communities events
This event is part of the Energy Charter’s ‘Know your Customers + Communities’ Community of Practice. This Community of Practice is a collaboration between the Energy Charter and Water Services Association of Australia under our Collaboration Memo of Understanding (MoU).