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ADSSC Partners and Stakeholders Management Programme - PSMP Presentation @ Department of Transport Sharing Success Summit 10 th June 2012 by Zillay Ahmed, ADSSC
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  • 1. ADSSC Partners and StakeholdersManagement Programme - PSMP Presentation @Department of TransportSharing Success Summit 10th June 2012 by Zillay Ahmed, ADSSC

2. ADSSC Background and Service Delivery ModelEstablished in June 2005.Owned by the Governmentof Abu DhabiSewer tunnel projectOver US $ 6 billion (STEP); 41 kms length,Capital Investmentup to 5.5 m in diameter,Projects (CIP) in commissioning plannedprogressfor 2014, with capacity tohandle 1.6 million cubicmeters by 2030 ADSSC currently510 employees services 1.3 million work at inhabitants, after ADSSC. O & M completion of its CIPis 100 % will serve a populationoutsourced base of 1.7 million 3. ADSSC Assets 3 4. PSMP linkage to ADSSC Strategy Map 2011-2015Whats our ADSSC Whole of Government Outcomes:contribution to Reliable, secure, safe and cost effective provision of sewerage Sewerage network that complies with environmental regulations and AD Vision? services standardsWhy do we Our Mission: To achieve excellence in the provision of high quality, cost effective, safe and environmentally compliant sewerage exist? services in the Emirate of Abu Dhabi.What Value do V1: Increase efficiency of ADSSCV2: Ensure Customer Satisfactionwe need toStakeholder deliver during the next 5 Collaboration years? Service Delivery theme and 4- Customer FocusI1: Effectively manage prioritiesoverloaded asset baseI4: Improve management ofI5: Enhance domesticWhere should Trade Effluent customerscustomer servicewe focus ourI2: Strengthen value-addedI3: Realistic planning andpartnerships with suppliers,efforts in ordercontractors and consultants efficient delivery of CAPEX to deliver this Value?External Stakeholder Collaboration I6: Ensure regulatory compliance I7: Enhance co-ordination with developers I8: Ensure alignment and co-ordinationwith relevant governmental entities What will enable us toOrganisational Excellenceexecute all E1: Attract qualified &E2: Motivate & retain E3: Ensure complete ITE4: Enhance E5: Implement best-these experienced staff human capital segregation from ADWEAcommunicationpractice frameworkscapabilities challenges? www.adssc.ae 4 5. PSMP linkage to ADSSC Strategy Map 2012-2016Whats ourADSSC Whole of Government Outcomes:contribution toReliable, secure, safe and cost effective provision of sewerageSewerage network that complies with environmental regulationsAD Vision? services and standardsWhy do we exist?Vision: To be recognized by communities, businesses andMission: To achieve excellence in the provision of high quality, regulators as a world leader in the provision of sewerage services bycost effective, safe and environmentally compliant sewerage2020services in the Emirate of Abu Dhabi.What Value dowe need to deliver duringStakeholder the next 5V1: Enhance Cost EfficiencyV2: Ensure Customer Satisfaction years?Collaborationtheme and 2-prioritiesService Delivery Customer Focus Whereshould we I1: Manage Overloaded Asset I2: Plan and Deliver CAPEXI3: Facilitate Implementation of I4: Facilitate Transition focus our Base Trade Effluent RegulationsTowards Tariff Regime efforts inorder todeliver this Value?External Stakeholder CollaborationI5: Comply with Regulatory Requirements I6: Coordinate and Collaborate with External Stakeholders What willOrganizational Excellence enable us toexecute all E2: Deploy technology enablementE3: Implement Best-Practice Frameworks E1: Attract, Motivate & Retain Human Capitalthese challenges?www.adssc.ae 5 6. What is PSMP?ADSSC Partners & Stakeholders Management Program reviews & improves: Relationship Engagement Management SatisfactionPSMP focuses on ADSSC stakeholders, including: Contractors Consultants Government entities Developers SuppliersPSMP excludes the following stakeholders, included under separate initiatives: Employees Customers 6 7. Why PSMP?Strategic Planning framework mandated by Abu Dhabi Executive Council includes: Strategic Stakeholder Mapping Stakeholder Needs Analysis Stakeholder InteractionsAbu Dhabi Government Excellence Award (EFQM model) stresses on Stakeholder: Engagement Consultation Partnerships Technological collaborationAbu Dhabi Executive Council Performance Management Framework includes: Whole-of-Government Outcomes Inter-dependencies & Inter-linkages Alignment with Abu Dhabi Vision 7 8. How did we proceed?Internal Assessment, Planning and Actions: Stakeholder Prioritization Verification of process interfaces and touch points Review of existing procedures, forms, technology deployment Design of Stakeholder customized questionnaire Issuance of participation invitation via MD officeEngagement Options: 1-2-1 Focus GroupsOutcomes and Next Steps: Communication (3-iterations) Internal Improvement Projects Integration with ADSSC Strategic Planning and Performance Management Scorecards8 9. ADSSC PSMP Framework Participation invitation by MD 1-2-2 interviews Focus group sessions Report back via formal MD letterEngagement Identification of concerns & Structured interview Q &Aprocess improvement Tailored surveysopportunities Objective analysis Action planning Implementation Satisfaction Stakeholder Perceptions1. Slow response time anddecision making2. Lack of empowerment3. Slow and inefficientcommunication Why do /dont youagree?Agree, this was the casewhen we were apart ofADWEA (in the MOUs)Dont agree regardinginternal empowerment feel this is a legacy issuefrom ADWEAYes, this is an existingproblem. Communicationchannels and procedure is What should be done by ADSSC?We are appointing our legal advisor toreview all MOUs and revisit the IDAs(removing Power and Water). Considercommunicating this to DevelopersAs aboveClearly indicate the required protocol(e.g., use overseeing consultants) Who should do it? Assets Assets Business SupportWhen should it bedone? Already underway Already underway Immediately quick winRank331 Relationship PSMPnot clear . Responses tendClear contact points on website (query)to be reactive (queryspecific) Implement strong reception system4. No clear contact point As aboveAs above Business SupportImmediately - next 3 1 months5. Stakeholder not clear on No need to know internalClearly communicate relevant points of Business SupportImmediately - next 3 1ADSSC internal roles androles as long as contactcontactmonthsresponsibilitiespoints are clearly identified6. Limited / no availability of TSE Agree that this is a concernA letter has been sent to all developers AssetsAlready underway 2but this is something that is communicating that a Higherout of our handsCommittee for Water & AgriculturalStrategy is deciding on the correct policyand useContinue to keep developers updated onstatusManagement Contractual Ts & Cs SLAs Technological interface Partnership opportunitieswww.adssc.ae 9 10. PSMP Comparison between 2-cycles 20102011Approach : Approach : Launch of the programmeEnhanced approach with increased number ofparticipants (64) 1-2-1 interviews with selected stakeholders (18) Customized surveys & analysis for each stakeholdergroup Workshop conducted to identify areas of improvementOpen discussions in focus group setting Action plans implementationExecution & monitoring framework for actions to betaken ParticipantsGovernment Developers, 3 Entities, 5Contractors, 5Consultants, 5 www.adssc.ae 10 11. PSMP Cycle 1 2010Project initiated in January 2010 and completed in April 2010Interviews WorkshopsManagementAction PlansPresentation 2010 Approach Eighteen 1-2-1 Workshops were Feedback An implementationinterviews wereconducted to presentation framework hasdone withunderstand was made tobeen developedstakeholders stakeholdersManagement ofalong with thefrom all perception and ADSSCrelevant Actionidentified to identify areas Plansstrategicrequiring changestakeholdergroups2010 External Stakeholders Feedback An acknowledgment of the continuous efforts made toAreas of improvement were mostly focused on the improve the partnership between ADSSC and O&Mfollowing : Contractors. ADSSC communication and reporting lines were seen to be Contract terms and conditions defined and clear. Scoping Transparency and access to higher management is seen Bid bonds to be amongst the positive attributes resulting in higher Variation orders satisfaction results. HSEwww.adssc.ae 11 12. PSMP Cycle 1 2010 Outcomes All areas of concern were addressed and reported back to stakeholders RankIdentified Issue Action Taken 1 Contract monitoring and New O & M contracts are performance based, with specific HSE KPIs implementation on-site Effective implementation of an Integrated Management System (IMS) 2 HSE cultureresulted in achievement of the ADSSC IMS Certification in May 2010 HSE Specialist has been brought on-board 3 Contracts Ts & Cs New contracts are performance basedTerms and conditions aligned to FIDIC Variations Management End-to-end process review and re-design 4 and timelines 5 Sharing of Bid Outcomes Relevant policy review is under consideration (changed in 2012)www.adssc.ae 12 13. PSMP Cycle II DetailsStakeholders Involvement 64 external organizations: 18 Government entities 8 Developers 14 Suppliers 12 Contractors (Projects) 5 Contractors (O & M) 7 ConsultantsEngagement Method: Customized questionnaire 6 Focus Groups (1-2 guests invited from each stakeholder entity)Focus Group details: ADSSC MD, Executive Management team and relevant staff attended Survey results presented Discussion and lunch 13 14. ADSSC PSMP Cycle II Government Entitieswww.adssc.ae 14 15. ADSSC PSMP Cycle II - DevelopersADSSC PSMP Cycle II O&M Contractors General Construction Comp.ADSSC PSMP Cycle II ConsultantsAdditionally 14 Suppliersparticipated, representing the fullspectrum, in terms of volume ofbusiness and strategic importance forADSSCwww.adssc.ae 15 16. PSMP Cycle II Questionnaire Design SECTIONSSECTION 3 SECTION 4 1&2 Frequency of Interaction Overall Satisfaction on General Overall Satisfaction on Perception of ADSSC:Issues:Technical Issues: Professionalism Quality and Timeliness of The Bidding Process Social Responsibility Communication Material Contractual Terms and Technology Professionalism, Knowledge andConditions Service DeliveryResponsiveness of ADSSC On-Site Coordination Bureaucracy Personnel Integrated Management Responsiveness Clarity of Communication ChannelSystem Leadership Contribution to Government The Handover Process ValuesOutcomes The Variation Process Frequency of interaction The Payment Processwww.adssc.ae 16 17. Feedback Review and Analysis typical exampleBased on the results of the survey weve built a heat map of the technical aspects of the interaction between ADSSC & the Consultants to identify major improvement areas: Higher Satisfaction RatesLEGEND: Moderate Satisfaction RatesHigh ModerateAreas toSatisfaction Satisfactionimprove Lower Satisfaction Rateswww.adssc.ae 17 18. PSMP Cycle II OutcomesFour Improvement Projects identified, related to: Bidding Consultant Effectiveness Internal Divisional Coordination HandoverWhat was done: Internal multi-divisional teams formed Maximum 6-month timeline per team 4 concurrent projects Monthly update to Management Feedback to stakeholders at PSMP Cycle III planned for October 2012PSMP Cycle III Options: Repeat Cycle I or II methodology Do collective Focus Group Invite relevant stakeholders in joint session/s 18 19. PSMP Tips for SuccessDesign and Planning stage: Drill down to smallest details Ensure that stakeholder selection is representative of the group Develop interview/survey methodology in coordination with relevant internal divisions Leave 6-7 weeks window for receipt of participants feedback (reminders @W3/4/5)Interaction stage: Prepare well and stick to schedule Brief executive management team prior to meeting Deploy professional facilitation during workshop as interactions can get messy Recognize / reward stakeholdersAnalysis and Report back stage: Capture all discussion notes Communicate your action plans to stakeholders Engage executive management in periodic review of agreed action plans / outcomes 19 20. ADSSC PSMP Focus Groups in Sessionwww.adssc.ae 20 21. Appreciation Certificateswww.adssc.ae 21 22. ADSSC Organizational Excellence Sharing Best Practice Sessions1. Western Region Development Council (WRDC) March 2012 @ADSSC2. DU Telecom February 2012 @ADSSC3. Regulation & Supervision Bureau (RSB) Abu Dhabi January 2012 @ADSSC4. Roads & Transport Authority Dubai (RTA) June 2011 @ADSSC5. Region of Peel, Mississauga, Canada - February 20116. Abu Dhabi Distribution Company November 2010, at ADDC Head Office7. Calgary Water, City of Calgary, Canada October 20108. ETISALAT October 2010 @ADSSC9. Department of Transport (DoT) Abu Dhabi July 2010 @ADSSC 22 23. ADSSC Organizational Excellence Presentations and Publications1. ADSSC Partners and Stakeholders Management Programme PSMP presentation at DoT Abu Dhabi Sharing Success Forum, June 2012, Abu Dhabi2. ADSSC Partners and Stakeholders Management Programme - PSMP presentation at Palladium Round Table Workshops in May 2012, Abu Dhabi3. Organizational Excellence @ ADSSC: An integrated Approach paper presentation at Balanced Scorecard Forum in April 2012, Dubai4. A Practical Guide to Performance Benchmarking workshop (full-day) presentation at Balanced Scorecard Forum in April 2012, Dubai5. Benchmarking UAE Style paper presentation at 6th International Benchmarking Conference, March 2012, Dubai6. International Innovation: Globally Leveraging a Canadian Best Practice paper published in American Public Works Association (APWA), June 2011 issue 23 24. ADSSC Organizational Excellence Presentations and Publications7. Benchmarking Sewerage Services in Abu Dhabi paper published in IWA Utility Water Management International, June 2011 issue8. Strategic Performance Management @ ADSSC paper presentation at NWWBI Conference in Banff, Canada, April 20119. Risk Management @ADSSS paper presentation at MENA ERM conference in April 2011, Dubai10. ADSSC ARP Case Study paper published by QPR in April 201111. Using Process Benchmarking to Leverage Best Practices in the Establishment of a Functional and Dynamic Balanced Scorecard-based Performance Measurement System paper presentation at IWA Benchmarking Conference, Valencia, Spain January 201112. Rapid Growth an Abu Dhabi Perspective paper presentation at WSAA Conference in Sydney, Australia October 2008 24 25. Thank you. 25