Water Services Training Group 17 th Annual Conference Creating a new Irish Water Industry
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Transcript of Water Services Training Group 17 th Annual Conference Creating a new Irish Water Industry
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Water Services Training Group 17th Annual Conference
Creating a new Irish Water Industry
INEC, Killarney, 5th September 2013
Creating a new Irish Water Industry
Service Level AgreementIrish Water Perspective
Mr. Ray O’Dwyer, Head of Operations & Maintenance,
Irish Water
OVERVIEW
Progress to dateRelationship Development
SLA ProgressionPriorities and the Future
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Progress to date between WSTO & IWP
Jan Commenced discussions April Principles jointly developed for
submission to CCMA and Irish Water management.
June Draft initial Heads of Agreement produced under partnership
approach June Workshops to develop working protocols 19th Aug Revised Heads of Agreement taking on
board consultation with LA’s, Department & IW issued to all parties and drafting of final form of SLA commenced.
Aug /Sept Agree and approve protocols4
Planning - Overview
BGE
CER
EPA
DECLG LA5 Year & Annual
Service Plan•Operations & maintenance•Improvement initiatives
• Service Objectives• Service Requirements• Budget • KPIs • Service Levels
Irish Water & Local Authority Collaboration
[5] Year Strategic Plan
& Budget
25 Year Water
Services Investment
Plan
Irish Water
Stakeholders
Delivery Against Agreed Service Plan
Local Authorities
Customers
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Performance Management of the ASP
Manage Variance
•KPIs/Service Levels•Benchmarks•Best practice
• Targets/Service Levels &• Collaborative Interventions
• Changes to Plan
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Plans for Future Years
Service Planning
Service Delivery
IW and LA Agreed initiatives for Future Years [Step change + Continuous Improvement]
Year 1 Year 2
Year 2 ASP Year 3 ASP
Year 3 Year 4 Year 5
Year 4 ASP Year 5 ASPYear 1 ASP
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Annual Service PlanOverview
The cornerstone of the SLA will be the Annual Plan with each local authority every year for the duration of the SLA. Progress against the targets agreed in the Annual Service Plan will be monitored and reviewed quarterly.
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Supporting PrincipleKey Principle
Service Level AgreementPrinciples
SLAOverview
Develop Service Plan Deliver Service Plan
Operate & Maintain Assets
Deliver Transformation & Change
Manage Performance & Costs
Annual Review
Continuous Improvement Cycles
Dispute Avoidance & Issue Resolution
Governance Arrangements
Rolling 5 Yr Plan
• Capital Investment
Annual Service Plan
• Key objectives• Performance • Activities • Change Prog.• Headcount• Budget
Decisions• Key objectives • Activities • Change Prog. • Funding
Customer / Stakeholder Needs
Clear Roles & Responsibilities
Commitment to Collaboration
Commitment to Continuous
Improvement
Important Inputs
Continuous Improvement Cycles
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Scope of the SLA
1. Access2. Customer Service Culture &
Values3. Visual Identity (Brand)4. Management Processes5. Performance Management6. Enterprise Risk Management7. Dispute Avoidance &
Resolution8. Suspension and Exit
Arrangements9. Planning and Development10.Manage Works 11.Five Year Plan and Annual
Service Plan12.Capital Programme13.Manage the Design Build
Operate Contracts 14.Water Safety Plans15.Incident Management16.Reporting to the Environmental
Protection Agency (EPA)
17. Issue & Management of Section 16 Licences
18. Non-Domestic Billing 19. Health, Safety, Quality &
Environmental Management20. Support Services21. Procurement22. Information Technology23. Facilities24. Customer Contact
Management 25. Non-Customer
Communications26. Intellectual Property27. Freedom of Information28. Data Protection29. Information Sharing30. Human Resources31. Manage Costs, Payment &
Budgeting 32. Insurance33. Audit
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SLAGovernance Arrangements
National Governance
Regional Governance Management Meetings
District Governance Review Meetings
Local Governance Interactions
• Senior IW & LA Representatives (Operations, Commercial, Finance)• Quarterly / Extraordinary if required• Review performance against ASP, address variances• Resolve issues
• IW & LA Representatives • Monthly • Review progress against ASP and resolve issues• Review costs and variances against budget• Invoicing & Payment Approval• Propose / progress continuous improvement activities
• IW & LA Representatives • Daily & Weekly • Progress on current issues• Decisions on specific expenditures• Propose / progress continuous improvement activities
• Senior IW Representatives • Representative group for all 34 LAs• Discuss / Agree Major Changes to SLA
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Deliver Change & Continuous Improvement
Pilot / Prove
•Benchmarks•Best practice•KPIs/Service Levels
•Operational change assets needed
• Investment in Assets Needed
Identify and implement improvements through the ASP and in year changes
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What Key Changes will be in place
for all LAs come January 2014? January sees Irish Water take on responsibility for water and waste water
services in Ireland.
The Local Authorities will continue to deliver water and waste water services in Ireland, but will operate under a Service Level Agreement.
Local people will continue to do local work.
Irish Water are committed to a partnership approach with the Local Authorities to lead to a new national utility in Ireland. To get there we need to jointly understand and plan for these changes.
There will be some new systems and some changes to existing ways of working.
The Local Impact Assessment work will further inform what the key changes are at a local level. 14
Examples of Some Key Changes that will be in place for all LAs come January 2014.
Key People Changes
Key Process Changes
Key IT SystemChanges
• Maximo will be used to record customer activated work.• Oracle will be used to support minor capital procurement.• Primavara will be used for project and resource management.
• There will be new processes required for working with Irish Water (e.g. Managing Operational Costs, Procurement, Operational Activities and Customer Service).
• There will be some reporting changes (e.g. field staff will report work executed to office Maximo users, all HSQE reports will go to Irish Water, financial reporting changes, major capital works reporting changes).
• Irish Water should be the first point of contact for all customers• Capital Projects staff will deliver projects under direction of Irish Water.• New IT systems will be introduced – i.e. Maximo, Oracle, Primavara.
(Local Authority staff will receive training on these new systems ).
Example only15
The 10 Capability AreasWhat is the high level impact for
January 2014?# Ten Capability Areas
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Manage Works – Customer Reactive Work
Manage Works – New Connections
2 Capital
3 DBO's
4 EPA Reporting
5 Incident Management
6 Procurement
7 Non-Domestic Billing
8 Customer Contact
9 HSQE
10 Manage Operational Costs
The IWP describes the establishment of Irish Water around 10 Key areas- the 10 Capability areas
During June- July IWP and WSTO have been working together to document protocols to support these capability areas
The Protocols describe the key roles and responsibilities between IW and LAs for January 2014
Objective of the Protocols is that on day 1 all parties know what they need to do to deliver agreed services
During the IA Sessions the IWP teams will be assisting your LA teams to understand what are the key changes across the capability areas as a result of the agreed Protocols for 2014
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LA Engagement Recap on Resource Model
National LA Steering Committee
National LA Project Board
National LA Project Team
IWP Change
IWP PMO
National Change Specialists.National PMOs Local LA Transition Teams
Local LA FTE
Local LA FTE
IWP Change Resource
IWP PMO Resource
Local LA Transition Teams
Full time resources out on the ground in the LAs providing change /PMO support Aug - March 2014
Full time Local LA resources working with IWP team Aug-March 2014
LA Resources
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Current Priorities for IW and LA’s
1.Transition Plan:• Pilot Impact Assessment & Delivery Plan• Extend across all LA’s• Joint implementation
2.Budget 2014 [ Top Down & Bottom Up]
3.SLA finalisation & Annual Service Plans
4. Asset Register & Transfer Plan.18
SLA Challenge & Opportunity
Challenge: •To achieve the required change by 01/01/2014•To achieve full buy-in to the new industry model•To ensure partnership delivery of required benefits
Opportunity:
•Asset Management approach driving best use of resources•Enhanced customer service and industry reputation•Streamlined process of investment•National & Regional capabilities supporting
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Conclusion.
This is a journey Collaboration and co-operation put its core Heads of Agreement Document reflects that
approach CLARITY – COLLABORATION- CO-OPERATION –
COMPLIANCE – COST-EFFECTIVE – CUSTOMER
COMMITMENT
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