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Sydney Water Presentation

Flood January 2011

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Queensland Urban Utilities

• From 1 July 2010 formed as an integrated water business

• We are the fourth largest water utility in Australia

• Our brand is already recognisable in the market place

• Servicing a large geographical area experiencing significant growth

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Queensland Urban Utilities

105,000ML water per year$1.73 billion water assets$2.52 billion wastewater assets

89 waterpump stations

40,000commercialcustomers

105 waterreservoirs

490,000residentialcustomers

28 wastewatertreatment plants

333 sewerpump stations

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Our service territory

Largest Water Utility in Queensland

Major regional employer

Strong population growth

Triple bottom line organisation

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Structure

Chief Executive OfficerNoel Faulkner

Office of the CEOStrategic Planning

Legal CounselInternal AuditBoard Support

Chief Operating Officer

Robin Lewis

Executive DirectorRetail

Helen Harding

General Manager CorporateServices

Jenny Leis

Chief Information & Technology

Officer

Georges Cascales

General ManagerWorkforce Capability

Debra Briscoe

Chief FinancialOfficer

Louise Dudley

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SeqWaterResponsible for catchment management,storage and treatment of drinking water

Queensland Urban UtilitiesBrisbane, Ipswich,

Lockyer Valley, Scenic Rim, Somerset

UnityWaterMoreton Bay,

Sunshine Coast

Water SecureSupplies water from Gold Coast DesalinationPlant and Western Corridor RecycledWater to the SEQ Water Grid Manager

LinkWaterMoves drinking water from treatment plants and reservoirs through bulk pipeline networks andinto the distribution networks

SEQ Water Grid ManagerManages the Water Grid; purchases water from the bulk water authorities and sells treatedwater to the retail-distribution authorities

Local government

owned statutory

authorities

State Government

owned statutory

authorities

AllconnexWater

Gold Coast, Logan,Redland

The South East Queensland Water Grid

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Customer focus

• Provides customer service to 1.3 million residents

• Provides a customer contact service through:

– a General Enquiries line

– a 24/7 Faults and Emergencies line

– web site – www.urbanutilities.com.au

• Responsible for issuing more than 2 million water and sewerage accounts per year

• Customer communications and stakeholder management

• Media and issues management

• Implements legislated Water Demand Management Programs

• Manages receipting and recovery

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Going for growth

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Flood January 2011

• 1:45pm Mon 10/1/11 – 96mm of rain between 12:45 – 13:45 over Toowoomba

• 2:30pm Mon 10/1/11 – Helidon Booster Pump and 225 main washed away – loss of supply to Withcott

– Surge 1 – 12.68m (1500 people)

– Water mains broken Helidon

• 3:00pm Mon 10/1/11 – Gatton WRP rising main washed away (4000 people)

• 9:00am Wed 12/1/11 – Wivenhoe releasing

– Lowood Water Treatment Plant intake pump station inundated (loss of supply to Lockyer & Somerset)

• 4:00pm Wed 12/1/11 – Bremer River peaks

• 4:00am-4:30pm – Brisbane River peaksThu 13/1/11

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Anatomy of a flash flood

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Event management

Emergency Management

Team

Incident Management

TeamWest

Incident Management

TeamEast

QUU Field Crews

Contractors

Customers

Environment

RecoveryTeam

Finance

10 Jan 2011 28 Jan 2011 30 May 2011

Local Disaster Management Committee

IpswichBrisbaneLockyer

Somerset

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Event Management

IMT’s & EMT Stood Up

• Established EMT cell

• Information collation

• Situation Report

• Media & Com’s

Human Factor

• Family/home

• Disaster leave

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Lockyer Somerset

• Raw water intake, pumps and switchboard flooded

• Helidon water pump station washed away

• 300m trunk main washed away

• Numerous burst water mains

• Fractured service connections – Grantham

• Boil Water Notice – Lockyer/Somerset

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2011 flood damage

Wivenhoe Dam Outlet Structure The road between Lowood & Fernvale

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Lockyer/Somerset water supply

Raw water Inlet at Lowood

Helidon Park – water was 3m over highway from park

entrance to the bridge

Helidon – washed away water trunk

main

Helidon Pump Station

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Helidon Pump Station

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Event Management

• Isolated towns - Water Supply issues

• Ipswich Bremer River

to peak

• Pending Brisbane

inundation

• CBD Public Transport

ceased

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Water supply recovery

• Bottled Water

– 120,000lts on 109 pallets

– Delivered via helicopter & truck

• 50 Emergency/Recovery centres

• 52 Schools

• Water tankers trucking water to Helidon, Lowood & Gatton

– 17 tankers operating 24hrs a day

– Capacity varying from 8000lts to 28000lts

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Bundamba pre-flood

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Bundamba flood

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Bundamba flood

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Event Management

• Brisbane River to peak

• Power load shedding

• Widespread

impacts

anticipated

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Oxley Creek pre-flood

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Oxley Creek flood

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Event Management

• Widespread impacts

• Damage assessment

• Resourcing clean up &

response as flood water

recedes

• Recovery phase plans

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Water reclamation plants

• Water Reclamation Plants – 9 out of 28– Goodna

– Bundamba

– Wacol

– Fairfield

– Oxley

– Fernvale

– Lowood/Esk/Kilcoy without power

• Recovery– Primary Screening

– Partial Process

– Full Process

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Sewerage pump stations

• 121 of 333 flooded or loss of power

• Switchboards/telemetry/pumps inundated

SP22 The Esplanade, St LuciaSP127 Harts Rd, Indooroopilly

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Sewerage pump station recovery

• Recovery:

– Generators/diesel pumps

– New switchboards/pumps dried

SP189 Spinkbrae St, Fig Tree PocketSP19 Centenary Hwy, Jindalee

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Pipeline infrastructure

Spinkbrae St, Fig Tree Pocket – Loss of Gravity Sewer

• 5 landslips

• 3 major trunk mains fractured

• numerous burst water mains

Helidon washed away water trunk main

Jindalee washed away water trunk main

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Resourcing

• Additional 350 staff

• Allconnex, Unity Water, JP Richardson, Nilsons, Veolia, WSAA/WSSG, Mutual Aid - Sydney Water

• Three helicopters/over 150 tanker trips/numerous generators/ diesel pumps

• Recovery costs still being reconciled

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Progress following

• 14/1/11

• 16/1/11

• 25/1/11

– Lowood pump reinstated

– Helidon trunk main and pumping equipment reinstated

– All Sewerage pump stations operational

– All WRP Plants – Primary screening

– Wastewater treatment plants Fairfield/ Goodna/Karana Downs/Fernvale – one week for full recovery

– Bundamba/Oxley Creek – 6-10 weeks for full recovery

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Bundamba Recovery

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Success Factors & Attributes

Leadership & Culture

- shared values and vision

- agile, adaptive, innovative

Networks

- Relationships, Mutual aid, Regulatory, Community

Change ready

- Sensitivity awareness preparedness

- mindset challenge viewed with enthusiasm

- Requisite decision making

- critical reflective learning

Success Factors

• Bottled water into impacted areas

• Donations by suppliers

• Localised Mutual Aid

• Communication internal and external

• Water supply requests to others

Lessons Learned

• Disaster Buddy

- fears & tears

- empowerment

- adrenalin

- 2 week rule

- 2nd week end rule

Sydney Water - 4 am friend

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Thank You Sydney Water

Questions ??