Our 2024-2028 Strategic Plan is a 4-year view of our organisation and key priorities.
Our vision
To make a positive difference to Queenslanders in a changing energy and water environment.
Our values
- Respect: We act and interact with honest and integrity—manners, respect and courtesy are a given.
- Integrity: Our actions are consistent with our words and we demonstrate our values through our actions.
- Competency: We encourage each other and seek opportunities to learn, and share our knowledge and ideas, to continuously improve ourselves and our service.
- Accountability: Each of us is accountable and responsible for our work, attitude and behaviours.
- Excellence: We strive to be the best we can be, and deliver excellent service and quality results.
Commitments
Strategic plan: our commitments, objectives and indicators of success.| Commitment | Objectives | Indicators of success |
|---|
| Customer | - We deliver fair and reasonable outcomes for consumers and scheme participants.
- We listen to understand and respect our customers to build and maintain their trust.
- Our teams have the skills to resolve wide-ranging problems for our internal and external customers.
| - Achieve agreed targets in customer
and scheme participant surveys. - Achieve agreed dispute resolution targets.
- Continuously improve quality and customer experience.
|
|---|
| People | - We attract, develop and retain committed professionals who are motivated by our values.
- We have an empowered,
high-performing and resourceful team. - We build the capabilities of our people now and for the future.
| - Increase engagement result of Working for Queensland survey.
- Retain My workgroup factor result in the top quartile of Working for Queensland comparison data.
- Required capabilities are identified and professional development completed.
|
|---|
| Service | - We evolve with our changing environment.
- We embrace change and adapt to emerging technologies.
- Our business is accountable, efficient and effective.
| - Being prepared for legislative changes and an expanded jurisdiction.
- Invest in our systems and processes to ensure we remain fit for purpose.
- Deliver our services effectively within agreed targets.
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| Connections | - Everyone who needs our help knows who we are and how to contact us.
- We inform providers and consumers on how we can help with energy and water issues.
- We collaborate with organisations who support energy and water consumers.
- We connect with and influence our stakeholders to improve outcomes for the sector.
| - Share our insights and experiences to collaboratively improve the sector for all.
- Provide information to help our stakeholders understand and help resolve the issues their customers are experiencing.
- Meet with communities across the state via
in-person and digital methods. - Increase awareness of our service through a variety of channels.
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We will deliver our objectives through our key strategic initiatives:
- Building future capabilities
- Contributing to reconciliation with First Nations people
- Implement a contemporary customer relationship management solution
- Driving efficiencies and effectiveness
- Embedding our better normal picture
- Enhancing scheme participant management
- Enriching customer experience
- Raising awareness of our service
We will embrace opportunities by:
- Adapting to the needs of our ever-changing world, including issues impacting our community
- Expanding our jurisdiction to include renewable energy
- Future focus on alternative energy options
Industry benchmarks:
- Accessibility
- Independence
- Fairness
- Accountability
- Efficiency
- Effectiveness
