18,000 employees £1.9 billion turnover Supply water & wastewater services - 3 million customers Distribute electricity - 2 million customers Manage water and wastewater treatment plants internationally – Estonia, Bulgaria, Poland Handle 360 million minutes of telephone calls each month INTRODUCTION TO UU

Silo mentality & tribal Brains left at the door Focus on processes Focus only on assets Slow moving Not invented here Bureaucratic Fearful & negative Corporate ownership Staff potential unlocked Focus on results Focus also on customers Quick to respond Embrace others’ ideas Keep it simple Positive & forgiving WHY DO THIS? Create a high performance culture

Our values W orking as a team E steem for the individual C ustomers are our business A mbitious R esponsive and responsible E nterprising Our vision To be an outstanding provider of services that make life better VISION AND VALUES

WORKSHOP LOGISTICS All teams starting with Executive Team Exactly the same format for all 53 internal UK based facilitators trained 2 day UCan workshops completed - January day follow up days completed - May people attended workshops – 8 different venues 6 Estonian facilitators trained from May – July 2003 Estonian workshops completed by November 2003 – 14 workshops and 350 people

THE WORKSHOPS Unlocking the potential of our people Unfreezing the organisation Focus on self awareness Creating insights Sharing personal stories Discussing “priority” items and the values Discussing how to improve the culture within working teams link

THE UCAN PROGRAMME The Workshops Dealing with ‘how’ we behave The Values Defining ‘what’ the values mean to United Utilities Putting the United into UU Pulling United Utilities together to achieve the common vision Communications Workstream

TASK TEAMS

PROJECT TEAM TOPICS Induction Business Awareness People Manager’s toolkit UCan Coach Performance Management Uniting UU Employee Opinion Survey UCan Champions Flagship sites

UCan TELL US RESULTS

SUSTAINING THE MOMENTUM…

BREAKING DOWN THE SILOS

AND THE REST…… ‘Not invented here’ syndrome Consistent buy in from the top Not ‘walking the talk’ Wrong behaviours not challenged, or actually being rewarded Seen it all before

SOME OF OUR LEARNING Leader(s) sponsorship Integrated core values Measurement Communication Need for honesty Top down and bottom up ‘One off’ initiative Constantly reinvigorate the programme Celebrate your successes Emotional engagement

AND TALLINNA VESI? Shadow of the leader Excellent facilitators Estonian interpretation of the core values Superb preparation Eagerness to get involved Improved atmosphere with management group Recognition that it is more than workshops