Burst Water Main

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Exercise Info
Type
Tabletop
Format
Tabletop
Scenario
Critical service disruption, sink hole, extensive flooding to residential houses
Category
—
Complexity
Moderate
Duration
120 min
Scheduled
2026-06-11
Injects
12
Scenario Overview
Barwon Water is facing a crisis after a major water main bursts under a busy intersection in Geelong, Victoria, disrupting water supply to several residential and commercial areas. The unexpected rupture occurs during peak business hours, causing significant flooding and infrastructure damage. As the leading water utility, Barwon Water must coordinate an immediate response to mitigate the impact on its customers and maintain critical water supply services. The incident attracts media attention and regulatory scrutiny, challenging Barwon Water's crisis management capabilities and its ability to maintain public trust.
Aim
To evaluate Barwon Water's response and recovery capabilities in managing a burst water main incident, ensuring continuity of critical services and compliance with regulatory obligations.
Learning Objectives
  • Test the effectiveness of the Crisis Management Team's activation and decision-making processes.
  • Validate the timeliness and accuracy of internal and external communications during the incident.
  • Assess the organisation's ability to maintain critical water supply services during the disruption.
  • Evaluate compliance with regulatory notification requirements within stipulated timeframes.
  • Demonstrate effective coordination and management of third-party dependencies impacted by the incident.
Participants
Executive / Crisis Management Team Business Continuity Operations Facilities External Agency Liaison
Master Scenario Events List (MSEL)
drag to reorder
#1 Ambiguous Customer Complaint
Delivered
T+15min Initial Response Teams Comms Customer Service → Crisis Management Team

Customer called about low water pressure in Grovedale. Any updates? They're quite upset.

Expected: Participants should acknowledge and promise to investigate, then relay information to relevant teams.
#2 Initial Water Main Burst Notification
Pending
T+5min Initial Response Phone Escalation Operations Manager → Crisis Management Team

We've just received reports of a burst water main affecting supply to the Geelong area. Immediate action is needed.

Expected: Participants should activate the CMT and begin initial situation assessment.
#3 Media Inquiry on Water Supply Disruption
Pending
T+30min Communication and Coordination Email Comms Local News Reporter → Communications Lead

Hello, can you confirm reports of a burst water main affecting service in Geelong? What is Barwon Water doing to address this?

Expected: Draft and send a holding statement, ensuring factual accuracy.
#4 Ambiguous Supplier Update
Pending
T+40min Communication and Coordination Phone Decision Supplier Liaison → Crisis Management Team

Just spoke with our pipe supplier. Delivery of replacement parts might be delayed. Checking alternatives.

Expected: Identify alternative suppliers and update procurement strategy.
#5 Water Supply Impact Escalation
Delivered
T+60min Sustained Operations News Bulletin Escalation Local Radio → General Public Video ready

Residents in Geelong are facing water shortages after a major water main burst. Authorities are working to restore supply.

Expected: Issue a public update and reassure affected communities.
#6 Customer Social Media Outcry
Pending
T+70min Sustained Operations Social Media Post Comms Customer → Public

Our water's been off for hours in Geelong! When will this be fixed? #BarwonWater #Outage

Expected: Respond to the post with empathy, providing an update and contact info.
#7 Regulatory Notification Reminder
Delivered
T+85min Regulatory and Recovery Actions Email Action Legal Compliance Officer → Crisis Management Team

Reminder: Notification to the water authority must be sent within the hour. Please confirm submission.

Expected: Prepare and send regulatory notification with documented evidence.
#8 Unexpected Weather Complication
Pending
T+95min Regulatory and Recovery Actions Radio Weather Alert Service → Public

Heavy rains expected across Victoria over the next 24 hours, potentially worsening current water disruptions.

Expected: Re-evaluate recovery plans considering weather forecast.
#9 Executive Inquiry on Recovery Progress
Delivered
T+100min Regulatory and Recovery Actions Teams Decision CEO → Crisis Management Team

Quick update needed on recovery efforts and expected timeline. Board meeting in 15 minutes.

Expected: Prepare a brief recovery update with key timelines.
#10 Recovery Plan Activation
Pending
T+105min Regulatory and Recovery Actions Internal Memo Action Crisis Management Team → All Staff

Subject: Recovery Plan Activation Teams, We are transitioning to our recovery phase following the water main burst incident. Please follow your team's specific recovery plans and report progress by EOD.

Expected: Activate recovery plans and communicate the transition clearly.
#11 Residents Demand Immediate Action
Delivered
T+0min News Bulletin Video ready

Attention. We've got a crowd forming outside the headquarters. Residents are demanding updates and asking for bottled water. Security's managing the situation, but we need a plan to address this quickly.

Expected: The Crisis Management Team should convene to devise a strategy for addressing the residents' concerns, coordinating with the communications team to pr…
#12 World Cup Update with Australia beating Nigera
Delivered
T+0min News Bulletin Video ready

Jubilant crowd of Aussie loving the world cup and the win against Nigeria