澳大利亚墨尔本的水工业由维多利亚州政府所有 并以比较竞争模式运作。三家零售水公司提供 为墨尔本人民提供供水和排污服务，尽管他们没有竞争 对于客户来说，他们在客户服务和服务领域的竞争是相对的 资产管理。这是在一个监管框架内完成的，该框架提供了独立的 监督和衡量他们的表现。 这种模式在所有业务领域都带来了非常显著的性能改进， 尤其是在客户服务交付方面。其中一些改进 这源于对业务问题实施创新解决方案，这些解决方案 根据客户调查结果确定。 雅拉谷水务（YWW）作为一个真正以客户为中心的组织的发展 这是由于对许多元素的关注，这些元素对任何 业务，作为以客户为中心的管理战略的一部分。注意每一个 这些因素对公司整体业绩的成功至关重要。 本文讨论了该行业进行改革的背景，以及如何进行改革 YVW选择响应客户服务交付，这是YVW持续发展历程的一部分 卓越服务。在路上，该公司已被公认为服务领导者 在过去三年中每年都获得澳大利亚国家客户服务奖。包括数字。

The water industry in Melbourne, Australia is owned by the State Government of Victoria and operates on a comparative competition model. Three retail water companies deliver water and sewerage services to the people of Melbourne, and although they do not compete for customers, they do compete on a comparative basis in the areas of customer service and asset management. This is done within a regulatory framework which provides independent oversight and measurement of their performance. This model has driven very significant performance improvements in all business areas, particularly in customer service delivery. A number of these improvements resulted from the implementation of innovative solutions to business issues, which have been identified as a result of customer research. The development of Yarra Valley Water (YVW) as a truly customer-focused organization resulted from attention to a number of elements that are fundamental to any business, as part of a management strategy focussing on customers. Attention to each of these elements is important to the successful overall performance of the company. This paper discusses the background to the reforms undertaken in the industry, and how YVW chose to respond to customer service delivery as part of the ongoing journey towards service excellence. On the way, the company has been recognized as a service leader by winning Australian National Customer Service Awards for each of the last three years. Includes figures.