Water Services Training Group
17th Annual Conference
Creating a new Irish
Water Industry
INEC, Killarney, 5th September 2013
1
Creating a new Irish Water
Industry
Service Level
Agreement
Irish Water Perspective
Mr. Ray O’Dwyer,
Head of Operations & Maintenance, Irish Water
OVERVIEW
Progress to date
Relationship Development
SLA Progression
Priorities and the Future
3
Progress to date between
WSTO & IWP
 Jan
 April
 June
 June
 19th Aug
 Aug /Sept
Commenced discussions
Principles jointly developed for
submission to CCMA and Irish Water
management.
Draft initial Heads of Agreement
produced under partnership approach
Workshops to develop working protocols
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.
Agree and approve protocols
4
Planning - Overview
Stakeholders
Irish Water & Local Authority Collaboration
Customers
DECLG
BGE
LA
5 Year & Annual
Service Plan
25 Year Water
Services
Investment Plan
•Operations & maintenance
•Improvement initiatives
[5] Year Strategic
Plan & Budget
• Service Objectives
• Service Requirements
• Budget
• KPIs
• Service Levels
CER
EPA
Irish Water
Local
Authorities
Delivery Against Agreed Service Plan
5
Performance Management of
the ASP
Set Performance
Goals
• Changes to Plan
Plan Change &
Prioritise Actions
Review
Assess
Performance
Manage
Variance
•KPIs/Service Levels
•Benchmarks
•Best practice
• Targets/Service Levels &
• Collaborative Interventions
6
Measure
Performance
Plans for Future Years
Year 1
Year 1 ASP
Year 2
Year 2 ASP
Year 3
Year 3 ASP
Year 4
Year 4 ASP
Year 5
Year 5 ASP
Service
Planning
Service
Delivery
IW and LA Agreed initiatives for Future Years [Step change + Continuous Improvement]
7
Annual Service Plan
Overview
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.
8
Service Level Agreement
Principles
Key Principle
Supporting Principle
Achieve a low risk transfer for Irish
Water, Local Authorities and
customers for delivery of services
•Seamless transfer of control delivered on time
•New Irish Water functional and regional structure in control
•Seamless provision of water services during change in the water sector
Underpin collaborative relationships
using a long-term, equitable
commercial footing
•Collaborative relationship between Irish Water and the Local Authorities
•Contact for services on the basis of a fair and objective reward system
Deliver benefits for customers
through investment and change
•Increasingly cost efficient eater sector for customers
•Funding investment in the public water services
•Manage labour input
Provide a rewarding career for those
on the Irish water industry journey
•Provide opportunities for Local Authority staff
•Forward looking industry and career opportunities in the water sector
enduring services
•Training and investment in people
Meeting stakeholders needs for high
quality services, delivered by
respected Irish Water brand
•Protect the public’s health, safety of people, the environment and their
assets
•Meet key operational performance indicators
•Deliver an excellent customer experience at every touch point
9
SLA
Overview
Governance Arrangements
Important Inputs
Customer /
Stakeholder Needs
Develop Service Plan
Rolling 5 Yr Plan
Deliver Service Plan
Annual Review
Deliver Transformation & Change
• Capital Investment
Clear Roles &
Responsibilities
Commitment to
Collaboration
Commitment to
Continuous
Improvement
Annual Service Plan
• Key objectives
• Performance
• Activities
• Change Prog.
• Headcount
• Budget
Continuous Improvement Cycles
Operate & Maintain Assets
Continuous Improvement Cycles
Manage Performance & Costs
Dispute Avoidance & Issue Resolution
10
Decisions
• Key objectives
• Activities
• Change Prog.
• Funding
Scope of the SLA
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.
Access
Customer Service Culture & Values
Visual Identity (Brand)
Management Processes
Performance Management
Enterprise Risk Management
Dispute Avoidance & Resolution
Suspension and Exit Arrangements
Planning and Development
Manage Works
Five Year Plan and Annual Service
Plan
Capital Programme
Manage the Design Build Operate
Contracts
Water Safety Plans
Incident Management
Reporting to the Environmental
Protection Agency (EPA)
17.
18.
19.
20.
21.
22.
23.
24.
25.
26.
27.
28.
29.
30.
31.
32.
33.
11
Issue & Management of Section 16
Licences
Non-Domestic Billing
Health, Safety, Quality &
Environmental Management
Support Services
Procurement
Information Technology
Facilities
Customer Contact Management
Non-Customer Communications
Intellectual Property
Freedom of Information
Data Protection
Information Sharing
Human Resources
Manage Costs, Payment &
Budgeting
Insurance
Audit
SLA
Governance Arrangements
• Senior IW Representatives
• Representative group for all 34 LAs
• Discuss / Agree Major Changes to SLA
National
Governance
Regional Governance
Management Meetings
• 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
District Governance
Review Meetings
• IW & LA Representatives
• Daily & Weekly
• Progress on current issues
• Decisions on specific expenditures
• Propose / progress continuous improvement activities
Local Governance
Interactions
12
Deliver Change & Continuous
Improvement
Review
Performance
Identify and implement improvements
through the ASP and in year changes
•Benchmarks
•Best practice
•KPIs/Service Levels
Implement
Improvement
Ideas
Decide on
Investment
Priorities
Asses, Prioritise
& Decide
Pilot /
Prove
• Investment in
Assets Needed
Type of
Change
•Operational change
assets needed
13
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
•
•
•
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 ).
•
Key Process
Changes
•
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).
Key IT
System
Changes
•
•
•
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.
15
Example only
The 10 Capability Areas
What is the high level impact for January 2014?
 The IWP describes the establishment of Irish
Water around 10 Key areas- the 10 Capability
areas
#
Ten Capability Areas
Manage Works –
Customer Reactive Work
 During June- July IWP and WSTO have been
working together to document protocols to
support these capability areas
1
2
Capital
 The Protocols describe the key roles and
responsibilities between IW and LAs for
January 2014
3
4
DBO's
EPA Reporting
5
Incident Management
 Objective of the Protocols is that on day 1
all parties know what they need to do to
deliver agreed services
6
Procurement
7
Non-Domestic Billing
8
Customer Contact
9
HSQE
10
Manage Operational Costs
Manage Works –
New Connections
 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
16
LA Engagement
Recap on Resource Model
National LA Steering Committee
National LA Project Board
National LA Project Team
Local LA Transition Teams
National Change Specialists.
National PMOs
Local LA Transition Teams
IWP Change
Local LA FTE
IWP PMO
Local LA FTE
IWP Change Resource
IWP PMO Resource
Full time resources out on
the ground in the LAs
providing change /PMO
support Aug - March 2014
LA Resources
Full time Local LA
resources working with
IWP team Aug-March 2014
17
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
19
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
20