https://www.sydneywater.com.au/
$3.5B
NSW 2025-26 Budget3,200
Headcount (2024-25)12 tagged
Reform proposals on YourGov that name this department as a delivery partner — drawn from citizen voice, government strategy, research, international examples and gap analysis.
STRATEGY SUMMARY
To deliver safe, clean, reliable drinking water every day, protect our waterways and environment, and be a successful business.
VISION
“Creating a better life with world-class water services”
PURPOSE
To deliver safe, clean, reliable drinking water every day, protect our waterways and environment, and be a successful business.
Strategic priorities
· 11
Align with the Government's strategic planning
Strive for excellence in customer service and experience
Build trust with customers, stakeholders and the community
Focus on environmental outcomes
Minimise cost of living pressures
Ensure the Government's investment of capital is used efficiently
Deliver services safely
Build an innovative culture
Maintain high standards of public accountability and corporate governance
Ensure robust procurement practices that support community needs
Ensure Sydney Water’s workforce is engaged and has the capacity and capability to deliver the required functions
Outcomes
· 3
Customer experience
Deliver a great customer experience.
KEY ACTIVITIES
Water quality and reliability
Provide safe, clean, reliable drinking water every day.
KEY ACTIVITIES
Environmental protection
Ensure we protect our waterways and environment now and for the future.
KEY ACTIVITIES
Values
· 4
We work together with integrity
We own our decisions
We create better and simpler ways of doing things
We care for one another, the environment and the community
Performance measures
· 21
| Code | Measure | Target 2025-26 | Latest result | Status |
|---|---|---|---|---|
CCE01 | Customer satisfaction | Top quartile | Top quartile Annual Report 2024-25 · p.20 | Achieved |
WE01 | Water literacy index | ≥5.0 | 4.5 Annual Report 2024-25 · p.20 | Stable |
AF01 | Affordability | ≤0.82% | 0.81% Annual Report 2024-25 · p.20 | Achieved |
SW01 | Safe swimming and recreation | ≥2 sites | 3 sites Annual Report 2024-25 · p.20 | Exceeded |
WQ01 | Drinking water quality | 100% | 100% Annual Report 2024-25 · p.20 | Achieved |
DU01 | Drinking water use (residential) | ≤186 LPD | 180 LPD Annual Report 2024-25 · p.20 | Exceeded |
SL01 | System leaks (ODI) | ≤8% | 8.6% Annual Report 2024-25 · p.20 | Improving |
WC01 | Water continuity | <2% | 1.5% Annual Report 2024-25 · p.20 | Achieved |
AS01 | Available water supply | ≥4 yrs | 4 years Annual Report 2024-25 · p.20 | Achieved |
QP01 | Quality of treated wastewater | ≥88.5% | 96% Annual Report 2024-25 · p.20 | Exceeded |
PE01 | Pollution and environmental harm incidents | ≤1053 | 997 Annual Report 2024-25 · p.20 | Achieved |
RW01 | Volume of recycled water available | ≥33 GL/yr | 33 GL Annual Report 2024-25 · p.20 | Achieved |
NC01 | Net carbon emissions | ≤334,000 (tCO2) | 330,435 (tCO2) Annual Report 2024-25 · p.20 | Achieved |
CR01 | Climate resilient systems health check | Repeatable | Repeatable Annual Report 2024-25 · p.20 | Exceeded |
NA01 | Natural area and green infrastructure land | ≥50% | 91% Annual Report 2024-25 · p.20 | Exceeded |
SA01 | Safety – TRIFR (combined) | ≤5 | 4.8 Annual Report 2024-25 · p.20 | Achieved |
EE01 | Employee Experience Index | ≥75% | 76% Annual Report 2024-25 · p.20 | Achieved |
DE01 | Diversity and Equity Index | ≥75% | 92% Annual Report 2024-25 · p.20 | Exceeded |
VM01 | Efficient and financially sustainable business | ≥4.9% | 5.0% Annual Report 2024-25 · p.20 | Exceeded |
TD01 | Delivering infrastructure when it is required (OMD) | ≥90% | 67% Annual Report 2024-25 · p.20 | Improving |
DI01 | Digitalisation index | ≥38 | <34.7 Annual Report 2024-25 · p.20 | Improving |
Source documents
· 8
2024-25
annual-reports/2024-25.pdf
Open
2023-24
Annual Report 2023–24
Open
2022-23
Annual Report 2022–23
Open
2021-22
Annual Report 2021–22
Open
2020-21
Annual Report 2020–21
Open
One strategy to deliver our vision
Open
Reconciliation Action Plan
Open
Appendices B–H
Open
Ideas distilled from this entity's strategy & evidence
· 12
KPI evidence register with named owners
Create a simple register mapping each KPI to source data, owner, frequency, target, and last result.
sydney-water-annual-report-2024-25.pdf)
Outcome dashboard linking budget, delivery, and public impact
Build a public-facing outcome dashboard showing spend, outputs, outcomes, and delivery confidence.
sydney-water-annual-report-2024-25.pdf)
Plain-language service pages and proactive status updates
Rewrite high-volume pages and letters into plain language, add status notifications, and measure contact reduction.
annual-report-2020-21.pdf)
Single front door for life-event based services
Bundle services around life events so citizens can complete related steps across agencies in one journey.
annual-report-2020-21.pdf)
Recommendation tracker for audits, reviews, and inquiries
Publish a single internal tracker for audit/review recommendations, owners, due dates, and implementation evidence.
operating-licence.pdf)
Integrated assurance and lessons-learned system
Create an assurance system that connects audit findings, risk registers, delivery reviews, and investment decisions.
operating-licence.pdf)
Procurement lessons library for repeat purchases
Capture reusable procurement clauses, market lessons, supplier performance notes, and common evaluation criteria.
sydney-water-annual-report-2024-25.pdf)
Portfolio delivery office for major investments
Stand up a portfolio delivery office that tracks benefits, risks, dependencies, procurement, and delivery confidence.
sydney-water-annual-report-2024-25.pdf)
Consultation feedback summaries with response tracking
Summarise consultation submissions by theme and publish what changed in response.
sydney-water-annual-report-2022-23.pdf)
Always-on policy participation platform
Create a standing participation platform where citizens and stakeholders can propose, vote, and track ideas.
sydney-water-annual-report-2022-23.pdf)
Regulatory burden scan for forms, guidance, and reporting
Identify the top 10 highest-friction reporting obligations and simplify guidance, forms, or evidence requirements.
sydney-water-annual-report-2022-23.pdf)
Adaptive regulation program with live feedback loops
Create an adaptive regulation model using sandboxes, industry data, risk scoring, and regular rule updates.
sydney-water-annual-report-2022-23.pdf)
KPI evidence register with named owners
Create a simple register mapping each KPI to source data, owner, frequency, target, and last result.
sydney-water-annual-report-2024-25.pdf)
Outcome dashboard linking budget, delivery, and public impact
Build a public-facing outcome dashboard showing spend, outputs, outcomes, and delivery confidence.
sydney-water-annual-report-2024-25.pdf)
Plain-language service pages and proactive status updates
Rewrite high-volume pages and letters into plain language, add status notifications, and measure contact reduction.
annual-report-2020-21.pdf)
Single front door for life-event based services
Bundle services around life events so citizens can complete related steps across agencies in one journey.
annual-report-2020-21.pdf)
Recommendation tracker for audits, reviews, and inquiries
Publish a single internal tracker for audit/review recommendations, owners, due dates, and implementation evidence.
operating-licence.pdf)
Integrated assurance and lessons-learned system
Create an assurance system that connects audit findings, risk registers, delivery reviews, and investment decisions.
operating-licence.pdf)
Procurement lessons library for repeat purchases
Capture reusable procurement clauses, market lessons, supplier performance notes, and common evaluation criteria.
sydney-water-annual-report-2024-25.pdf)
Portfolio delivery office for major investments
Stand up a portfolio delivery office that tracks benefits, risks, dependencies, procurement, and delivery confidence.
sydney-water-annual-report-2024-25.pdf)
Consultation feedback summaries with response tracking
Summarise consultation submissions by theme and publish what changed in response.
sydney-water-annual-report-2022-23.pdf)
Always-on policy participation platform
Create a standing participation platform where citizens and stakeholders can propose, vote, and track ideas.
sydney-water-annual-report-2022-23.pdf)
Regulatory burden scan for forms, guidance, and reporting
Identify the top 10 highest-friction reporting obligations and simplify guidance, forms, or evidence requirements.
sydney-water-annual-report-2022-23.pdf)
Adaptive regulation program with live feedback loops
Create an adaptive regulation model using sandboxes, industry data, risk scoring, and regular rule updates.
sydney-water-annual-report-2022-23.pdf)
Source library
· 13
12.0MB
2024-25.pdf
14.5MB
2023-24.pdf
14.5MB
2022-23.pdf
9.2MB
2021-22.pdf
12.6MB
2020-21.pdf
530KB
my-account-terms-conditions.pdf
106KB
direct-debit-request-service-agreement.pdf
189KB
annual-dams-safety-report-summary.pdf
16.0MB
operating-licence.pdf
9.5MB
customer-contract.pdf
1.4MB
one-strategy-to-deliver-our-vision.pdf
9.5MB
reconciliation-action-plan.pdf