Client Service Excellence Award - Team
2008
Drainage Inventory Survey Team NSW
Over the last 16 months the Drainage Inventory Survey Team in NSW has firmly established itself as the pre-eminent team in culvert and drainage inventory work for the RTA in NSW.
They have won multiple contracts across the state (around 80% of available contracts let), many as direct commissions in what is an increasingly difficult market. They have surveyed over 250km of major roads in NSW and net revenue to date is around $1million. The Team has an excellent client relationship with the RTA and they see us as by far the leaders in this field. They are regarded as highly experienced, very knowledgeable, and reliable.
The project has required considerable field work in very difficult and dangerous terrain including dealing with high speed traffic on very busy roads, avoiding venomous wildlife, and sometimes requiring rope access.
The team have also developed new techniques for data collection and presentation including pioneering the use of Snake-Eye cameras, and utilizing GIS systems for data analysis and presentation.
Southland NZTA Network Management Team
While over recent years the team experienced difficulties with changes to the client representative, during 2008 the relationship with the client grew from strength to strength with the team delivering an excellent and timely service.
The team has built a trusting and open relationship at all levels with the client and also taken reporting to another level with web-based reporting and this has been well received.
The latest Client evaluation is testament to the Excellent Service Delivery of the team with the client awarding the highest score that the team has recorded in many years.
Christchurch Environmental Team
The Christchurch Environmental team has a five year term contract to provide water engineering service to Ashburton District Council. This contract is renewed annually based on performance.
In rolling over the contract for a four year term the Ashburton District Council concluded that "the continuation of the Opus preferred service provider relationship is an essential input toward meeting the water services department’s programme targets".
The key achievement is this team’s responsiveness and ability to work as a combined team, both Opus and Ashburton District Council staff in achieving high quality results in very short time frames. This involves listening and clearly identifying the client’s needs and preferences so that the team can quickly deliver on what is important to the client. Clearly, this involves having an open and honest relationship within the team, and with the client.
Metrowater Water Network Masterplan Team
From a standing start, the Metrowater Water Network Masterplan Team have become the leading provider of water network modelling services in New Zealand in just 3 years.
This outstanding accomplishment has been achieved through the efforts of the team who have demonstrated a very high level of understanding of the client's needs. To have the client stating that they would use the team's work as an industry benchmark and as a quality reference for their own organisation, is indeed very high praise that is well deserved.
The team’s excellent service delivery was further highlighted with Metrowater awarding them three further masterplans for $500,000 in the face of stiff competition. This represents the majority of Metrowater's 2009 budget for water professional services and is a very significant statement of their confidence in the team’s ability to deliver.
Dunedin Structural Team
In early 2008 we recruited a number of structural engineers to the Dunedin Structural team to enhance our capability in preparation for the new Otago/Southland Bridge Management Contract.
This allowed us to develop a stronger set of technical and project management skills during the lead up to the tender being advertised. The time was used well to ensure all deliverables were forwarded on time and to a high standard.
By the time the new contract was advertised a new relationship had developed with the client's project manager and trust levels were strong. The result was extremely positive with a very successful outcome. The Client evaluation team awarded opus the contract. This win, and the subsequent delivery, is something that everyone in Opus can feel very proud of.
