Sydney Water
Challenge
Approach
Intelligent Communications Experiences conducted a comprehensive internal communications review across Sydney Water. The team supported the Sydney Water internal communications team to survey over 1,000 employees, run 35 targeted discovery sessions and interview 29 senior leaders to build a deep, evidence-based picture of what was working, what wasn’t, and what needed to change.
Employee survey, focus groups and leader interviews across field, plant and office personas to surface what was and wasn’t working
Full channel and digital ecosystem audit — assessing existing digital channels against usage, governance and frontline accessibility
Analysis across five communications framework dimensions: principles, audiences, content, channels and governance — to identify root causes and systemic gaps
Prioritised recommendations across content and targeting, governance and process, and platforms and channels — with a phased 1–18 month action roadmap
1,000+ employee voices
Impact
Leadership gained a clear, evidence-based picture of the communications landscape, grounded in the voices of over 1,000 employees across field, plant and office cohorts
Frontline perspectives were placed at the centre of the strategy, surfacing access barriers, cultural disconnects and content gaps
A prioritised roadmap gave the team eight concrete recommendations spanning content, governance and platforms — with a clear short, medium and long-term pathway for action
Recommendations are already being actioned, with Sydney Water better positioned to bridge the gap between field, plant and office teams and strengthen connection with its frontline workforce
Testimonial