1. Creating a new Irish Water Industry
Water Services Training Group
17th Annual Conference
Creating a new Irish Water Industry
INEC, Killarney, 5th September 2013 1

2. Creating a new Irish Water Industry
Service Level Agreement
Irish Water Perspective
Mr. Ray O’Dwyer,
Head of Operations & Maintenance, Irish Water

3. Relationship Development SLA Progression Priorities and the Future
OVERVIEW
Progress to date
Relationship Development
SLA Progression
Priorities and the Future

4. 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 protocols
In late January / Early February discussions commenced between Irish Water and the Local Authorities through the Water Services Transition Office and the Irish Water Programme. As both parties worked to develop an understanding of the scale and scope of the SLA they jointly developed a set of principles under a partnership approach which were completed in April and presented to the CCMA and the newly formed Irish Water management.
These principles were broadly agreed although some work remained with respect to how exactly the principles would be implemented in practice. This led on to the development of draft heads of agreement in June for consideration by the Local Authorities, Irish Water and the Department of Environment Community and Local Government.
More recently on foot of consultation with the three key parties the heads have been refined and further developed and were reissued towards the end of August.
In parallel, protocols were being workshoped through June, July and August to document exactly how the daily interaction between Irish Water and Local Authorities would be implemented under the SLA.

5. Irish Water & Local Authority Collaboration
Planning - Overview
Stakeholders
Irish Water & Local Authority Collaboration
Customers LA
5 Year & Annual Service Plan
Operations & maintenance
Improvement initiatives
Service Objectives
Service Requirements
Budget
KPIs
Service Levels
DECLG
25 Year Water Services Investment Plan
BGE
[5] Year Strategic Plan & Budget
CER
EPA
Local Authorities
Irish Water
Delivery Against Agreed Service Plan

6. Performance Management of the ASP
Set Performance Goals
Plan Change & Prioritise Actions
Measure Performance
Assess Performance
Review
KPIs/Service Levels
Benchmarks
Best practice
Changes to Plan
Manage Variance
Targets/Service Levels &
Collaborative Interventions

7. Plans for Future Years Year 1 Year 2 Year 3 Year 4 Year 5
Year 1 ASP
Year 2 ASP
Year 3 ASP
Year 4 ASP
Year 5 ASP
Service Planning
Service Delivery
IW and LA Agreed initiatives for Future Years [Step change + Continuous Improvement]

8. 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.

9. Service Level Agreement Principles
Key Principle
Supporting Principle
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
Achieve a low risk transfer for Irish Water, Local Authorities and customers for delivery of services
Collaborative relationship between Irish Water and the Local Authorities
Contact for services on the basis of a fair and objective reward system
Underpin collaborative relationships using a long-term, equitable commercial footing
Increasingly cost efficient eater sector for customers
Funding investment in the public water services
Manage labour input
Deliver benefits for customers through investment and change
Provide opportunities for Local Authority staff
Forward looking industry and career opportunities in the water sector enduring services
Training and investment in people
Provide a rewarding career for those on the Irish water industry journey
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
Meeting stakeholders needs for high quality services, delivered by respected Irish Water brand
Shown here is a summary of the Principles developed earlier in the year. It is worth outlining the key principles that expected to underpin the development and operation of these SLAs.

10. SLA Overview

11. Scope of the SLA 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)
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
I don’t propose to go through this list, but as you will appreciate the scope of the SLA is very broad and this is reflected by some of the main headings of the activities covered by the SLA.
It covers everything from Capital Programmes to Operations from facilities to support services. In addition it addresses how Irish Water and the Local Authorities are going to manage and maintain good working relationships over the next 12 years.
It is often said that good boundaries make good neighbours. In this regard the SLA attempts to be as clear as possible as to the respective responsibilities and obligations of each party. It also sets out how we will resolve issues and to the greatest degree possible avoid disputes.
It also sets out what should happen in the event that an LA wishes to exit or do not seek to renew the SLA. In this regard certain assurances are given.

12. SLA Governance Arrangements
Senior IW Representatives
Representative group for all 34 LAs
Discuss / Agree Major Changes to SLA
National Governance
Senior IW & LA Representatives (Operations, Commercial, Finance)
Quarterly / Extraordinary if required
Review performance against ASP, address variances
Resolve issues
Regional Governance Management Meetings
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

13. Deliver Change & Continuous Improvement
Benchmarks
Best practice
KPIs/Service Levels
Review Performance
Improvement Ideas
Asses, Prioritise & Decide
Type of Change
Decide on Investment Priorities
Implement
Identify and implement improvements through the ASP and in year changes
Investment in Assets Needed
Pilot / Prove
Operational change assets needed

14. 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.

15. 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.
Example only

16. 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
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 #
Ten Capability Areas 1
Manage Works –
Customer Reactive Work
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
Speaker Notes
Rationale for agreed services for January 2014 is to enable
Continuity of Customer Safety
Continuity of customer service
A commitment to continuous improvement
Industry/Government/Legislation drivers to reduce wastage, charge citizens for water, increase efficiencies

17. 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
IWP PMO
Local LA FTE
Local LA FTE
Speaker Notes
Need to outline the rational for the resourcing model
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

18. Current Priorities for IW and LA’s
Transition Plan:
Pilot Impact Assessment & Delivery Plan
Extend across all LA’s
Joint implementation
Budget 2014 [ Top Down & Bottom Up]
SLA finalisation & Annual Service Plans
4. Asset Register & Transfer Plan.

19. SLA Challenge & Opportunity
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

20. 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