Over a two-year period, URPS facilitated the Customer Challenge Group, which met fortnightly to test, probe, and challenge the business cases being developed by SA Water. These sessions were designed to ensure community perspectives were considered in shaping SA Water’s capital and operating budget proposals.

URPS added value by guiding SA Water staff on how to communicate highly technical and complex material in a way that was accessible and engaging. We facilitated group discussions to draw out feedback on business case proposals and preferred approaches. Our independence and expertise in facilitation were critical in demonstrating SA Water’s commitment to genuine and deep community engagement.