Queensland State Government   Business Problem Queensland Australia has been suffering extreme drought problems of late. The state has created a 50 year plan to capture water better, reduce water wastage and promote more efficient water usage. In this context it was further identified that approx 16% of households accounted for 35% of water consumption therefore there was a need to talk to these households in some detail to understand how they could be helped to help out with the overall success of the plan.

Solution DataCentre was deployed to understand current household consumption through the use of detailed survey information gathered on and off line as well as by call centres and face to face "plumber" surveys. Data from these activities was then combined with billing data to create individual and personalised "household water plans" to help them reduce their water consumption. All responses both to surveys, subsequent outbound communications and changes in billing amounts tracked and where appropriate follow up communication programmes initiated from the DataCentre software. In addition we developed additional bespoke software solutions addressing issues as they arose from the programme and which included: Electronic library. Call Centre Management Programme. Complaints feedback module. Reports dashboard. Results 92% of households responded with 63,000 personalised water plans implemented in 1st year. As of 1st March 2008 daily water consumption in the high usage group fallen to an average of 128 litres per person, well below the 140 litre target. Controlled access to the new database has been broadened to include all Queensland State council departments.