HOW WE ENHANCED OUR REPUTATION
'…building and maintaining a stronger working relationship with EPA.'
Mr NEALE HOUSE National Environment Manager, Swift Australia (Southern)

We introduced a new client relationship management approach
We introduced a new client relationship management approach to better serve our clients across Victoria.

What we did
Our objective was to become a client-focused organisation and to build on our relationship with you by gaining a greater understanding of your business needs and the issues you face.

Client relationship managers form a network across the state. They are now your key EPA resource and contact point to facilitate communications between you and us.

It is their responsibility to focus on securing the best outcomes for you and our environment.

The move to a client relationship management focus led to a restructuring of EPA. This was accomplished following staff consultations on the design of the restructure, the development of effective teams, and the establishment of workflows and role clarity.

What we said
“The client services approach has assisted in identifying clients who wish to go beyond minimum regulatory standards. We work with them by focusing on innovative ways to reduce resource use and to better cope with the climate change challenges confronting us.

By pushing these boundaries and working in collaboration with our clients, we will achieve better environmental outcomes.

The pleasing part is seeing clients who are already well advanced in adjusting their organisations to suit the very different conditions in which they will operate in the future.”
Mr Travis St Clair
Client Relationship Manager Bendigo

“The recent restructure presents many opportunities to improve the way EPA delivers services to the community. I work in the Environment Performance Unit – a newly created unit that has a key role in ensuring that companies get to and beyond compliance. A lot of our work in 2009 has been to improve the way that EPA approaches licence and notice compliance. This includes contributing to EPA’s compliance strategy.
The compliance framework sets EPA’s strategic approach to supporting, improving and streamlining environmental compliance across the state.”
Mr Tim Turnbull
Program Manager Industry Compliance
Environmental Performance Unit

What you said
“I have been impressed with the collaborative and pragmatic approach of the EPA, particularly in regard to the identification of improvement opportunities to help further enhance our environmental management systems.”
Mr Mike Hagan
Health, Safety & Environment Manager
Bosch Pacific Group Ltd

“The new EPA Client Management focus is working well for us. Our Client Relationship Manager understands our environmental goals and business strategy and provides a central point of contact and guidance when dealing with the EPA.”
Mr Todd Vains
General Manager
Australian Refined Alloys

“The recent changes to EPA’s focus and processes are having immediate benefits for SE Water, through streamlined approvals processes and the engagement focusing on holistic environmental objectives. Importantly, these changes support South East Water to focus on innovation with our Alliance partners and delivering improved environmental outcomes at lower cost.”
Mr Hamish Reid
General Manger Strategy
South East Water Ltd

“Having a dedicated Client Relationship Manager has assisted us in building and maintaining a stronger working relationship with the EPA.”
Mr Neale House
National Environment Manager
Swift Australia (Southern)

Read about how we provided advice to organisations involved in bushfire operations...