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Water Services Training Group 17th Annual Conference

Creating a new Irish Water Industry

INEC, Killarney, 5th September 2013

Creating a new Irish Water Industry

Irish Water Communications

Strategy

Elizabeth ArnettHead of Communications & Corporate

ServicesIrish Water

Strategic Message

Value Water

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IRISH CITIZEN

WATER CONSUME

R

Citizens need to understand that they are consumers

“Water is free” “Water costs money”

“We need to invest for the future”

IRISH WATER

CUSTOMER

Consumers need to appreciate that they are customers

“I value water”“IW provides my water”

“I am charged for water”

“I pay my water bill”

Audience

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Other important messages

We are not a billing agency... We are Irish Water

Expertise Water treatment Waste water treatment

Service Assistance in conserving

water Open Engagement

Economic contribution Investment need Jobs Business opportunity

Environmental Sustainability

Demand management Conservation Health Quality

Metering Least disruption install Automated metering Accurate billing

Charges First fix leakage Customer side leakage Free usage allowances

Need for change Make the invisible visible Water quality history Significant national asset

Irish WaterIrish

Water

Value WaterValue Water

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Indirect Indirect

Strategic Planning of Communications

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Aware Appreciates AdvocatesUnderstands Acts

Visible Convincing InspiringInformative Facilitating

Indirect comms

IndirectDirect comms

DirectDirect Direct

Irish Water

Communications Tools

Website

Call Centre

Advertising

Events

PR / Media

Stakeholder Engagement

Metering!

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Brand

We value water as a precious natural resource on which the quality of life depends.

Through responsible stewardship, efficient management and strong partnerships, Ireland has a world-class water infrastructure that ensures secure and sustainable water services, essential for our health, our communities, the economy and the environment. Values - by which we will live and are measured against

Responsibility Stewardship, Partnership, Inclusion, Safeguarding for the next

generationExpertise Knowledge, Quality, Technical excellence, Progressive, Solutions-orientatedEfficiency Responsive, Fiscal responsibility, Capital utilisation, Customer service, DeliveringIntegrity Transparent, Accountable, Honest, Fair

MarkClean, robust and simple.Efficient to apply in multiple applications.Embraces Irish language

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Website

www.water.ie

•Why value water?•About us•Metering

• install animation soon•Frequently asked questions•Water treatment cycle•Wastewater treatment cycle•Usage tips from taptips.ie•Jobs

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Advertising Campaign

Timing First burst: September to November 2013, repeated through 2014

Purpose Encourage customers and stakeholders to value water and water

services Precursor to customer validation (of billing details) request in late

2014 Themes

Precious resource we trust Appreciate current water services Growing demands in the future Changes needed to investment and funding Change to direct payment and metering Contribution to the economy and jobs

Channels TV, Radio (incl. local), Press, Online

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Policy issues

January 1 2014

Projects

Incident management

Statutory consultation on the regulatory cycle

Other Issues to be considered

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