Developing SLAs Presentation Killarney PFleming.

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Water Services Training Group
16th Annual Conference
Water Sector Reform
Programme
Implementation
INEC, Killarney, 8th November 2012
1
Water Sector Reform
Programme Implementation
Developing
Service Level Agreements
Pádraig Fleming
Irish Water Programme
Some early thoughts on structure
EPA / CER - Water Regulation
Irish
Water
Local
Authority
Operations
Regional
Structures
SLA
•
Continuity of
Service
3
High Performance Utility Model
4
Service Level Agreement

Irish Water Objectives
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

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

Continuity in operations delivery to customers
Support to business efficiency
Customer Standards & Charter
Relationship management & reporting
Commercial agreement
Regulatory relations & reporting (EPA)
5
Service Level Agreement








Outputs agreed – Capacity, Quality, Availability
Asset maintenance regime
Use of common information systems
Support integrated 3rd party supply chain e.g.
Chemicals
Support transition processes
SLA will align with regulatory contract
Separate operations, capital & DBO streams
Pricing model to reflect costs for defined asset classes
6
Service Level Agreement
Central/Regional


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Capital programme delivery & investment planning
Management of DBO programmes
Management of integrated leakage control programme
Coordinated laboratory service delivery & monitoring
Trade license management and control
Telemetry & SCADA systems and their development
Efficiency programme (energy, process support, IT)
Procurement & contracts
7
Service Level Agreement
Critical Success Factors

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Service continuity across all services
Delivering customer expectations
EPA satisfaction with performance
Adoption of Standard Operating Procedures
Central, regional & local functions compatible with
SLA’s
IW and LA’s delivering to budget & programme
WAM requirements being supported
Ensure Ireland has a water infrastructure that is fit
for purpose in the longer term
8
Key
High Level Organisational structure - Q1 2014
Secondees
Local Authorities
Irish Water
Next Steps
Develop SLA Template
 Fact Finding process
 Secondments
 Working group

10
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