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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