Effective Utility Management folder/IWWA...Effective Utility Management •Guidance on how a utility can effectively be managed •2008 Originally prepared by 6 leading associations

Presented by:

American Water Works Association

David B. LaFrance, CEO

Jeanne Bennett-Bailey, President

Uma Vempati, Director

Nilaksh Kothari, Past President

49th IWWA Convention, Nagpur, India

January 20, 2017

Effective Utility Management

Better India through Better Water


• Guidance on how a utility can effectively be managed

• 2008 Originally prepared by 6 leading associations and the USEPA

• NEW: 2016 Updated by 8 leading associations and the USEPA

• 10 Attributes and 5 Management Successes

• Free at WATEREUM.ORG


• Guidance on how a utility can effectively be managed

• 2008 Originally prepared by 6 leading associations and the USEPA

• NEW: 2016 Updated by 8 leading associations and the USEPA

• 10 Attributes and 5 Management Successes

• Free at WATEREUM.ORG

Also:Effective Utility Management Guidance is

important for Smart Water Management

Why Update EUM?Shifts In: Technology, Policy, Society, and Natural Environment

• Smart Systems:

Automated, Data Integration

• Climate Variability:

Extreme Weather, Infrastructure

Planning

• Resource Recovery: Water Reuse, Energy Efficiency

• Employee Recruitment &

Retention: Knowledge Loss from Retirees,

Training Requirements for Younger

Employees

• Customer Expectations

and Awareness: Social Media, Customer

Communications

Updated: 10 Attributes of Effectively

Managed Utility Management

Effective Utility

Management

Product Quality Customer

Satisfaction

Employee and

Leadership Development

Operational Optimization

Financial Viability

Infrastructure Strategy and Performance

Enterprise Resiliency

Community Sustainability

Water Resource

Sustainability

Stakeholder Understanding

and Support

Attributes: High-Level Definition

Product Quality —produce potable water that protects public health and treated effluent that protects the environmentCustomer Satisfaction –in line with customer accepted service levelsEmployee and Leadership Development –recruit and retain a workforce that is competent motivated and safe-working. An employement environment of continual learning, an environment that encourages professional developmentOperational Optimization –ongoing performance improvement and measurement of operations, minimize resource use, maintain awareness of new technologyFinancial Viability –understands life cycle costs, balance of debt and operations, adequate reserves and cash flowInfrastructure Strategy and Performance –understanding of the condition and cost of critical infrastructure; long-term enhancement and reconditioning; repair, replacement, and rehab are well coordinated with others and occur on scheduleEnterprise Resiliency –anticipate and avoid problems, proactively identify risks, contingent response plans in placeCommunity Sustainability – a utility that is well aware of the impact its decisions have on the current and long term future of the community, watershed health, and welfareWater Resource Sustainability –ensure water availability consistent with current and future needs through long term supply and demand analysisStakeholder Understanding and Support –gains understanding and support from oversight bodies, special interest groups, regulatory bodies, and engages stakeholders in decisions

Updated: 10 Attributes of Effectively

Managed Utility Management

Effective Utility

Management


Satisfaction

Employee and



Financial Viability




Water Resource

Sustainability


and Support

Agenda

• Jeanne Bennett-Bailey, AWWA President– Customer Satisfaction & Community Sustainability

• Uma Vempati, AWWA Director– Product Quality & Enterprise Resilience

• Nilaksh Kothari, AWWA Past President– Employee and Leadership Development & Infrastructure

Strategy and Performance

• David LaFrance, AWWA CEO– Final Comments

Presenters

AWWA Presenters: Uma Vempati, AWWA Director; David LaFrance, AWWA CEO; Jeanne Bennett-Baily, AWWA President; Nilaksh Kothari, AWWA Past President

Customer Satisfaction

and


Jeanne Bennett-Bailey

AWWA President

Jeanne Bennet-Bailey, AWWA PresidentCustomer Satisfaction & Community Sustainability

Effective Utility

Management


Satisfaction

Employee and



Financial Viability




Water Resource

Sustainability


and Support

What is Customer Satisfaction?

• Who is the customer?

– Political official?

– Business?

– Residential Customer?

Satisfaction Depends on Customer

• Different Customers have different needs

– Availability

– Quality

– Reliability

– Cost

How do we interact with our

customers?

• In person

• Phone

• Website

• Other?

IF you/your household were to contact the water utility, what would you ask about? What could motivate you to contact the

water utility?

16

n %

general information about the provision of tap water 36 12.5

general information about the cost of tap water 82 28.6

general information about the quality of tap water 140 48.8

other general information 29 10.1

specific information about the provision of tap water in your home 105 36.6

specific information about the cost of tap water (i.e. incorrect charge) 134 46.7

specific information about the quality of tap water (i.e. water is cloudy) 144 50.2

other specific question 19 6.6

Water Research Foundation #4551

What the Research says about it…

CONTACT/LOOK AT FIRST

BEST SOURCE?

n % n %

neighbor 19 4.8% 12 3.0%

friend 16 4.0% 5 1.3%

search engine 5 1.3% 3 0.8%

other water 1 0.3% 5 1.3%

local government 27 6.8% 30 7.6%

political party 1 0.3% 0 0.0%

water utility/company 235 59.2% 195 49.1%

health professional 7 1.8% 25 6.3%

environmental organization

57 14.4% 92 23.2%

advocacy group 5 1.3% 11 2.8%

news media 17 4.3% 15 3.8%

social media 7 1.8% 4 1.0%

First and Best Information Sources

17

When you want to know more

about the quality of your tap water,

which source would you ask first?

Which is the best source…


18

The 93 who did contact their water utility

Who? n %

Female 41 44.1

Male 52 55.9

How? n %

Visited them in person 11 11.8

Called 74 79.6

Emailed 4 4.3

Website 4 4.3

Facebook 0 0.0

Twitter 0 0.0


IF you/your household were to contact the water utility, which is the first method you would choose?

19

How? n %

visit them in person 7 2.4

call them 174 60.6

email them 23 8.0

look at their website 82 28.6

look at their Facebook 1 0.3

look at their Twitter 0 0.0

Who? n %

Female 132 46.0

Male 155 54.0


Internet and Mobile Association of India




EUM and Customer Satisfaction

• Provides reliable, responsive, and

affordable services.

• Receives timely customer feedback.

• Responsive to customer needs and

emergencies.

Jeanne Bennet-Bailey, AWWA PresidentCustomer Satisfaction & Community Sustainability

Effective Utility

Management


Satisfaction

Employee and



Financial Viability




Water Resource

Sustainability


and Support

Community Sustainability• Attentive to impacts on community and

watershed health and welfare.

• Operations enhance natural environment.

• Efficiently use water and energy resources; promote economic vitality; and engender overall community improvement.

• Maintain and enhance ecological and community sustainability including pollution prevention, watershed, and source water protection.


• Acknowledges that our actions impact every aspect of our environment

• Utilities are community leaders

– sustainability

– partnerships with other organizations (e.g. Transportation departments, electrical utilities, planning departments).

Measurements to Consider

• Customer Satisfaction– Customer complaints– Customer service delivery– Customer satisfaction– Customer contacts

• Community Sustainability– Watershed-based infrastructure planning– Green infrastructure– Greenhouse gas emissions– Service affordability

Uma Vempati, AWWA DirectorProduct Quality & Enterprise Resiliency

Effective Utility

Management


Satisfaction

Employee and



Financial Viability




Water Resource

Sustainability


and Support


Product Quality and Enterprise Resiliency

49th IWWA Annual Convention,

Nagpur, India - January 20, 2017

Presented by:

Uma Vempati, PE, PMP

AWWA Director

Water/Wastewater Group Leader

• Water and Sustainable Cities

• Product Quality + Enterprise Resiliency – Effective Utility

Management

• Effective Utility Management – Challenges

• Sustainable Water Future – Where to Begin?

• Sustainable Water Future - Framework

• Sustainable Utilities - Examples

Presentation Outline

Sustainable Cities – Water Index

• Examined 31 Countries in the World

• Criteria

– Sustainably Manage + Maintain Water

Resources

– Natural Risk + Vulnerability

– Resiliency

– Efficiency

– Quality

Why Water Sustainability?

• Gives a city its unique magnetism

• Shapes a city’s urban character

• Defines a city’s commercial identity and

competitiveness

• Produces ROI in the form of both

economic and societal benefits

Understanding water quality and enterprise resiliency in a

sustainable manner will positively impact the quality of life of cities in

far-reaching ways.

Product

Quality

Enterprise

Resiliency

• Safe, Reliable, and

Easily Accessible

Drinking Water

• Reliable Sanitation

• Protect Waterways

from Pollution

• Natural

Disasters

• Regulatory

• Security

• Financial

Health

Sanitation

Pollution

Risks

Vulnerabilities

Efficiency

Product Quality and Enterprise Resiliency

Challenges in Effective Utility ManagementProduct Quality and Enterprise Resiliency

• Rising Water Demands

• Raw Water Pollution

• Comply with Stringent Regulations – Protecting Public Health

• Depleting Aquifers

• Natural Disasters stemming from Extreme Weather

• Aging Infrastructure

• Efficiency– Reduce Water Loss

– Improve Water Conservation

• Funding Issues

• Aging Workforce and Availability of Qualified Workforce

• Automation and Technology

• Urbanization

Challenges to Utilities in IndiaProduct Quality and Enterprise Resiliency

• Rising Water Demands

• Raw Water Pollution

• Comply with Stringent Regulations – Protecting Public Health

• Depleting Aquifers

• Natural Disasters stemming from Extreme Weather

• Aging Infrastructure

• Efficiency– Reduce Water Loss

– Improve Water Conservation

• Funding Issues

• Aging Workforce and Availability of Qualified Workforce

• Automation and Technology

• Urbanization

Sustainable Water Future - Where to Begin?

Complies with regulatory and reliability

requirements

Consistent with customer, public health, and

ecological needs

Staff work together to anticipate and avoid

problems

Proactively establishes tolerance levels and

effectively manages risks

Product Quality


Score Achievement and Importance + Graph Results

Sustainable Water Future - Framework

• Planning– Enterprise Resiliency and Water

Quality – Pathway towards Sustainability

• Disaster Recovery

• ‘Soft’ Infrastructure (eg. Employment)

– Adaptive Planning• Proactive Planning and Design

Practices

• Statistics and Modelling

– Funding for Making Investments

Planning

Creating

Managing +

Operating

Redefining


• Creating

– Innovative Solutions w/ Multi-

Purpose Solutions

– Water Management w/ Green

Infrastructure

Planning

Creating

Managing +

Operating

Redefining


Planning

Creating

Managing +

Operating

Redefining

• Managing and Operating

– Water Use Optimization

– Asset Preservation and

Management

– Stormwater Management

– Greywater Separation

• Redefining

– Water Reuse

– Desalination

Sustainable Utilities - Chicago

• Protecting Water Resources (Lake Michigan)– Historic Decision to Reverse the Flow of the Chicago River

• Tunnel and Reservoir Program (TARP)

• Clean and Reliable Source of Drinking Water

• Infrastructure Replacement Program– 100 miles of water + sewer line replacement every year

• Volunteer Metering Program

• Green Permit Program

Sustainable Utilities - Dallas

• Trinity River Basin

– Susceptible to both floods and drought

• Invested in Reservoirs

• Water Conservation – Irrigation Ordinances

• Water Reuse

Sustainable Utilities

West Basin Water Utility, LA

• Water Reuse

• Designer Water Program

– Provide Five Different Types of Water

• Commercial

• Agricultural

• Industrial

• Source Water Replenishment

• Potable

– Treat Water to Order

Sustainable Utilities

Hampton Roads Sanitation District

• 250 MGD Wastewater

Treatment Facility

• Addressing Water Issues

– Restoration of Chesapeake Bay

– Depletion of Groundwater

Resources

– Adaptation to Sea Level Rise

• Planning to Replenish Aquifer

with Clean Water

Questions/Comments

Uma Vempati

[email protected]

Better India through Better Water

Uma Vempati, PE, PMP

AWWA Director

Water/Wastewater Group Leader

EMPLOYEE & LEADERSHIP DEVELOPMENT

and

INFRASTRCTURE STRATEGY

Nilaksh Kothari, P.E.AWWA – Past President

CEO & General Manager

Manitowoc Public Utilities, WI, USA

[email protected]

Outline of Presentation

• Introduction

• Employee & Leadership Development

• Infrastructure Stability

• Infrastructure Stability – Case Study

• Summary

• Discussion/Questions

Employee and Leadership Development &


Effective Utility

Management


Satisfaction

Employee and



Financial Viability




Water Resource

Sustainability


and Support

Keys to Utility Management Success

• Leadership• Utility mission: Understood; embraced and followed

• Communicate with customers; elected officials; regulators

• Embraces positive change

• Strategic Planning• Understanding of SWOT

• Vision; objectives and strategies

• Tracking of progress


• Organizational Approach• Employee Involvement/Management

• Incorporate concepts of Standard Operation Procedures (SOP’s)

• Address effect of Emerging Technologies on jobs

• Emergency Planning

• Ensure competitive wages and salary

• Incorporate operator and management certification

• Focus on employee Training needs

• Measurement• Measure what you want to improve

• What you measure gets done – almost always!

• Customer service; Financial; operational parameters


• Continuous Improvement Framework• Conduct confidential employee survey

• Promote Safety in work place

• Establish a participatory and collaborative organization through Employee Engagement Committee

• Compliment employee/team for a job well done

• Identify opportunities of growth for “rising stars”

• Update strategic plan regularly

Employee and Leadership Development &


Effective Utility

Management


Satisfaction

Employee and



Financial Viability




Water Resource

Sustainability


and Support

What is Infrastructure Stability?

• Avoid Crisis Management

• Cost Optimization

– Preventative maintenance

– Repair or replace decision

• Financial Management

• P.P.P.P.P.

• Future planning to maintain service, reliability and managing rates

• Role of evolving technology in managing infrastructure

Understanding the Current State of Assets

Infrastructure Stability

Asset Management Standards – ISO 55000, 55001, 55002

Publication of Asset Management Standards (Jan. 2014)

• ISO 55000 Provides overview, concepts, and terminology

• ISO 55001 Defines the requirements for a “management system”

• ISO 55002 Provides interpretation and implementation guidance

Asset Management Definition Simplified

Delivering an established level of service

while managing individual assets to minimize the life cycle cost

at an acceptable level of risk

Optimized Sustainable Stewardship

Infrastructure Stability is About…

Infrastructure is About…

• Making the right decision, at the right time, at the right cost,

for the right reason

• Making good decisions that are:

• Consistent

• Transparent

• Easy to understand

Evolution of Asset Management

Water /Wastewater

Roadway

Stormwater / Watershed / Power / Gas

Seaport / Airport

Citywide

Core Asset Management

Processes

62

Five Core Questions of Asset Management

1. What is the current state of my assets?

2. What is my required level of service?

3. Which assets are critical?

4. What are my optimized management strategies?

5. What do I need to do to fund it?

Integrated A.M. Information System – Nirvana!

Asset Management Case Studies

First Rule of Thumb:

People and Process before Technology !!!

Second Rule of Thumb:

Asset Management for linear assets relies upon GIS and Data Integration

Third Rule of Thumb:

Long Term Planning and Implementation –Patience and Perseverance!

Software Agnostic – Pro and Cons

Asset Management Data Flow

GIS

CMMS

Finance

Budget

Work

Continuous Improvement

Decision Support System(IRIS)

Key Asset Management Tools at Manitowoc, WI, USA

• Asset Records Accuracy

• Geographical Information System

• Preventative Maintenance Program

• Communication

MPU History of Mapping

• Very comprehensive data for each underground facility

• Watermain extension drawings for each watermain

• Service Cards

• Valve Sheets

• Hydrant Records

• Water main breaks

• Crews needed to get data from the office

2001 – “Smart Mapping”

2013 – GIS Geodatabase Conversion• The 2001 ‘smart mapping’ software was becoming obsolete

• Smart mapping was read-only…no edits or corrections could be made in the field

• ESRI GIS software had evolved to store all water facility records and tabular data more efficiently using a geodatabase

– used to organize and use geographic information in ESRI ArcGIS

• BENEFITS:

– All Water operations data could be collected in the field

• Valve ops, watermain breaks, hydrant fire flows

– Edits or corrections could be noted on the maps

– Live data through the server, immediate updates

Asset SummaryDiameter

(inch) AC

CI

CP

DIP

Fib

er

gla

ss

PO

L

PV

C

RC

P

RC

P

T-

LO

CK

VC

P

UN

K

PE

ST

L Total

(ft) Total

(miles)

1 2,511 2,511 0.5

2 24,727 24,727 4.7

3 77 96 99,877 49 100,098 19.0

4 952 3,769 1,889 369,412 665 274 576 377,537 71.5

6 16,270 1,811 4,969 298,573 318 2,717 324,659 61.5

7 1,153 389 1,541 0.3

8 94,276 33,279 1,944,376 62,238 580 4,124,278 4,696 3,383,273 45,810 2,252 9,695,268 1,836.2

10 11,120 2,716 31,459 1,622 4,545 214,623 505 70,884 2,700 340,176 64.4

12 158 7,323 141,455 4,682 206,562 8,349 172,601 1,618 644 485 543,877 103.0

14 1,294 1,294 0.2

15 5,204 14,942 2,241 97,988 38,813 70,099 229,287 43.4

16 10,842 1,889 996 1,786 15,513 2.9

18 902 11,681 6,333 2,977 89,724 73,463 53,436 460 238,977 45.3

20 580 719 143 74 1,720 463 3,697 0.7

21 8,455 9,212 65 36,356 39,159 24,268 117,516 22.3

24 7,351 2,371 3,208 8,494 5,182 99,564 37,132 22,838 725 186,865 35.4

27 406 11,952 19,893 1,245 33,496 6.3

30 6,912 1,712 771 9,330 375 6,552 24,278 549 50,478 9.6

33 3,455 5,865 206 9,526 1.8

34 55 55 0.0

36 3,014 1,660 1,024 170 2,013 15,039 66,022 1,747 3,756 1,900 96,343 18.2

40 178 178 0.0

42 1,400 789 334 7,559 2,503 39,136 3,053 138 54,913 10.4

48 1,669 16,886 102,127 3,226 200 15,547 139,655 26.4

52 80 80 0.0

54 1,328 49,444 4,818 55,589 10.5

60 1,666 20,704 22,370 4.2

66 526 1,851 1,293 3,670 0.7

72 91 3,039 98 38,270 31 41,529 7.9

78 8,258 8,258 1.6

Total (ft) 165,534 58,777 2,162,865 103,506 10,935 15,334 5,727,409 579,861 12,390 3,801,562 59,554 21,124 623 12,719,683 2,409.0

Total (miles)

31.4 11.1 409.6 19.6 2.1 2.9 1,084.7 109.8 2.3 720.0 11.3 4.0 0.1 2,409.0

Water main Overview – Manitowoc Utilities

• City service area overview

• Limited detail

• If using an iPad, your current location is displayed on the map

Zoom In

• More detail displayed

• Hydrants

• Valves

• Buildings

Base Maps

• See other base map data

• Aerial Photos

• Topographic Data

Watermain Detail

• Click on watermain

• Extension Number

• Location of Main

• Year Installed

• Attachments

Watermain Attachments

Valve Details

• Size

• Year installed

• Turns to Close

Main Break Data

• Date of Break

• Repair method

• Location of break

• Day Sheet with break details

Leaks and Breaks - Condition

Negligible Possible Likely Very Likely

1 4 7 10

Very good. No

corrective maintenance

required.

Fair. Minor deficiencies

noted and corrective

maintenance required.

Poor. Major deficiencies

and significant

corrective maintenance

or rehabilitation

required.

Very poor. Asset may

be unserviceable, needs

replacement or

rehabilitation.

Sufficient capacity to

meet average and peak

flow requirements;

appropriate utilization

and function

Sufficient capacity to

meet average and peak

capacity requirements,

but under-utilized or

oversized resulting in

inefficiencies.

Functional performance

acceptable.

Able to meet current

average capacity

demands but not peak

demands. Candidate for

rehabilitation or

replacement.

Unable to meet current

average capacity

requirements. Pipe or

appurtenances do not

function as required.

Complete, up-to-date,

written, easily

accessible protocol.

Protocol followed at

recommended

frequency and

documented.

Written protocol is not

complete nor up-to-

date. Protocol follwed at

recommended

frequency but not

always documented.

Written protocol is

outdated or lost.

Protocol not followed at

recommended

frequency (unavailable,

unknown). O&M not

documented.

No written protocols.

Protocols not executed.

> 80%

preventative vs

emergency

≤ 80% to > 50%

preventative vs

emergency

≤ 50% to > 20%

preventative vs

emergency

< 20%

preventative vs

emergency

Category

Weight

MPU Water Distribution - Likelihood by Category

Physical Condition

Performance

O&M Protocols

Likelihood Category

Reliability History

40%

40%

10%

10%

Pipe Risk ToolLikelihood Calculation

Likelihood factor 2.8 + 1.6 + 0.4 + 0.7 = 5.5

Pipe Risk Tool

Consequence Calculation

Consequence factor =

Negligible Possible Likely Very Likely

1 4 7 10

No injuries or adverse health effects.

Minimal short-term impact to traffic,

pedestrians or occupied property.

No lost-time injuries or medical

attention required. Minor impact of

extended duration to traffic,

pedestrians or occupied property.

Probable lost-time injury, medical

attention required, or localized water

contamination. Potential for traffic or

pedestrian accident. Moderate

property damage.

Probable loss of life or widespread

water contamination. Traffic or

pedestrian accident very likely.

Major property damage.

Able to be absorbed in O&M

budget’s applicable cost center.

Able to be absorbed in CIP budget,

or requires budget transfers between

O & M cost centers; Commission

review

Requires Commission approvalMay require new borrowing or

impact rates

No collateral social, environmental

or economic impact on the

community (e.g. noise, dust,

access to private property). No

reactive media coverage. (any media

coverage is a result of proactive

announcements by Utility)

Minor local collateral impact in the

community (e.g., dust, noise,

access to private property). No

reactive media coverage and

service restored without public

reaction. No reaction from elected

official(s).

Substantial but short-term collateral

impact. No adverse media coverage

due to public impact. Reactions

from elected officials.

Substantial and long-term collateral

impact. Adverse media coverage.

Public dissatisfaction with Utility.

Negative public comments by

elected officials.

Primary and secondary drinking

water standards met. No WDNR

permit violations.

Technical violation. Possible notice

of violation but enforcement action is

unlikely.

Severe technical violation. Probable

enforcement action but fines

unlikely.

Violation of primary MCL (i.e.,

negative pressure results in Boil

Water Notice). Enforcement action

with fines likely.

Pressure >40 psi at meters. Fewer

than 10 services interrupted. No

impact to fire protection.

Pressure <40 psi but ≥30 psi at

meters. Minor service interruption,

between 10 and 40 services

interrupted. Minimal impact to fire

protection.

Pressure <30 psi but ≥ 20 psi at

meters. Substantial but short term

service interruption to between 40

and 200 services. Potential for

impact to fire protection.

Pressure <20psi at meters. Long

term or extensive service

interruption, service interruption

affecting over 250 services.

Substantial impact on fire

protection. Loss of service to any

“critical customers” (eg: hospital).

MPU Water Distribution - Consequence by Category

Public Confidence 25%

Regulatory Compliance 20%

Service Delivery 30%

Consequence Category Category Weight

Health & Safety of Public and

Employees10%

Financial Impact on MPU 15%

0.1 + 0.6 + 1.0 + 0.2 + 3.0 = 4.9

Quantifying the Risk Rating

Consequence Category

Consequence Value, annual exposure

1 $ 5,000

2 $ 30,000

3 $ 75,000

4 $ 300,000

5 $ 750,000

Condition Assessment Data -Narrowed Margin of Uncertainty:

• More accurate reflection of financial needs

• Improved understanding of replacement needs and timing for replacement

• Communication about Service Levels Impacted by Policy Decisions on Rate Increases

• A better picture of asset rehabilitation

Condition assessment/Service Level/Modeling

w/o data Updated W/data

ASSET MANAGEMENT – Above Ground Facilities

CMMS (Computerized Maintenance Management System)

• ManagerPlus Enterprise Software (Installed on MPU Virtual Server)

– ManagerPlus Solutions, LLC• Sandy, UT

• ManagerPlus selected to automate manual processes for:

– Maintenance Tracking

– Preventative Maintenance Scheduling

– User Friendly Interface and Features

CMMS - ASSET MANAGEMENT

• Assets are categorized in a Hierarchy by Facility

• ManagerPlus contains fields to assign each asset to an Equipment Type

• Unique ID’s are assigned to Assets

– Maintenance Records for each Asset can be viewed for the asset.

– For example, the number of times a pump has failed can be viewed by looking at its Asset Record


• Supervisors receive email notification when a Work Request is created in their Department


• New York Reservoir Pump #2

Manager Plus (M+) Detail


• ManagerPlus Reports

– Reports listing Active Work Orders are generated monthly as a reminder and for planning resources

– Reports are sent to Supervisors responsible for the assets and upper management.

– Reports can be easily customized per Supervisor and Manager request

Summary and Conclusions

Implementation Challenges

• Utility culture of technical silos

• Plate is already full – adds to workload - Resistance to change – documentation takes time

• Needs strong advocate at top of organization

• Tremendous resources required – financial, technical; human/people, IT systems, Time.

• Need more focus on risk management

• Training, training and more training• Did not link hydraulic model with GIS

95

• Asset Management – symphony orchestra!!

• Commitment from leadership – High Level Executive Appointed (internal or external) with Authority

• A long-term planning & implementation horizon, not immediate!

• Perfection not required.

• Data Accuracy is very important

How Improvements Should Take Place

Questions/Discussion

Final Comments

David LaFrance, AWWA CEO

Keys to Management Success

1. Leadership

2. Strategic Business Planning

3. Measurement

4. Continual Improvement

5. Knowledge Management

Plan

DO

Check

Act

Management Success Defined1.Leadership: must drive and support change in an organization, the

direction must be understood, embraced, and followed. Requires communication with stakeholders and employees

2.Strategic Business Planning:• Assessing current conditions, strengths and weaknesses• Assessing underlying causes and effects• Establishing vision, objectives and strategies• Annual financial and operational plans and strategies• Long term financial and operational strategies

3.Organizational Approaches:• Actively engage employees in improvement• Deploy explicit change management process• Utilize implementation strategies

Management Success Defined

(continued)4. Measurement:

• View as continuum starting with basic internal tracking and moving to sophisticated baselining and trend analysis

• Driven by and focused on answering questions critical to effective internal management

• Supported by well-defined decision framework

5.Continual Improvement Management Framework:• Follow up• Establish and implement performance measures• Define and implement operational requirements• Establish supporting roles and responsibilities• Implement measurement activities• Respond to evaluations

The Complete Effective Utility

Plan

DO

Check

Act

Step 1: Candidly assess current conditions

Step 2: Rank Importance of each attribute to your utility

Step 3: Graph attributes to determine importance and level of achievement

Step 4: Choose Attributes

Step 5: Develop and implement an improvement plan

Att

rib

ute

s Management

Co

nti

nu

al

Ass

ess

me

nt



Satisfaction

Employee and

Leadership Developmen

t


Financial Viability




Water

Resource Sustainabilit

y

Stakeholder Understanding and Support

Three Opportunities

First Annual Conference

Theme:

Total Water

Solutions

November 10 and 11, 2017

The Lalit Hotel, Mumbai

ACE17

Theme:

Uniting the World of Water

June 12-14, 2017

Philadelphia, PA

One-day Symposium

Topic:

Energy Efficiency in

Water & Wastewater

Infrastructure

February 10, 2017

Ecotel Hotel, Mumbai

Thank YouFor more information:www.awwaIndia.com

First Annual Conference

Theme:

Total Water Solutions

November 10 and 11, 2017

The Lalit Hotel, Mumbai

ACE17

Theme:

Uniting the World of Water

June 12-14, 2017

Philadelphia, PA

One-day Symposium

Theme:

Energy Efficiency in

Water & Wastewater

Infrastructure

February 10, 2017

Ecotel Hotel, Mumbai

Documents

Effective Utility Management folder/IWWA...Effective Utility Management •Guidance on how a utility can effectively be managed •2008 Originally prepared by 6 leading associations