SA Water Website
Wholly owned by the Government of South Australia, SA Water provides water and sewerage services to over 1.5 million South Australians and manages over 750,000 accounts. On 9 June 2015, we launched a new website with responsive design to replace our existing website - a site that had remained largely unchanged since 2003. This was a significant project that saw our new website rebuilt from the ground up.
As a foundation project for our Customer and Digital Strategies we committed to customer-centric design from the start. Over 2000 customers and 150 employees were engaged through the design and delivery phases of this project. User experience design led our approach to the website’s visual design, information architecture, functionality and content to ensure a better customer experience.
New features, developed in response to customer feedback, include a real-time bulletin board displaying our Major Faults and Scheduled Works. This bulletin board also integrates with our Twitter feed to provide better communication across more channels. To enable improved access to our services, we launched a range of multi-conditional smart forms to provide access to our services on all devices and at any time. We’ve also improved the presentation of popular daily River Murray and Water Quality data through the use of interactive maps and graphs.
Enhancing accessibility has also been a key driver. Our goal was to achieve Website Content Accessibility Guidelines (WCAG) AA compliance. Every aspect of the website’s design and content development has been benchmarked against WCAG AA with a goal to make our site fully compliant.