Surviving the Tasman Tempest – Key Customer Engagement in the Face of Auckland’s Water Crisis

In early March 2017, Auckland experienced the full force of major storm events that wreaked havoc on Auckland’s water supply catchments, particularly the Hunua Ranges. The Hunua Ranges supply the majority of Auckland’s water. The “Tasman Tempest” dropped more than twice as much rainfall in the Hunua Ranges than experienced in the last major Cyclone event in 1988. This unprecedented storm event resulted in major landslips, particularly in those catchments with commercial forestry. This led to a significant deterioration of water quality in the Hunua water supply reservoirs. With turbidity levels at an all-time high, the Ardmore Water Treatment Plant, which supplies two thirds of Auckland’s water, was pushed beyond the limits of its designed processing capabilities.

With water production significantly impaired and major uncertainty about the quantity of this vital water supply that could be produced, Watercare issued an urgent call to action. This action was for all Aucklanders to reduce water usage. A key area of focus was Watercare’s major commercial customers.

Of Watercare’s 25,000 non-domestic customers, our key account customers (the Top 80) account for approximately 40 percent of total non-domestic water usage. To meet Watercare’s water usage target of 400 million litres per day (down from the normal seasonal demand of nearer to 450 million litres), industry had to be called on to do its part. Watercare’s key account customers include Auckland Airport, major manufacturing facilities in Auckland, and major institutions such as Auckland Council, the District Health Boards, Department of Corrections, and universities.

This paper discusses Watercare’s engagement with key account commercial customers throughout the water crisis. While the response was overwhelmingly positive, it also had its challenges. Key customers were faced with the serious prospect of water restrictions and consequently the need to revisit their Business Continuity Plans.

There are many key learnings that can be shared from this experience, for example, the importance of knowing your customers—who they are, what they produce and what their water supply requirements are in terms of both water quality and quantity. It also highlighted the importance of having good communication channels and messaging to keep the water conservation message going over a sustained period of time.