1. 1 Water Services Training Group 16 th Annual Conference Water Sector Reform Programme Implementation INEC, Killarney, 8 th November 2012

2. Water Sector Reform Programme Implementation Developing Service Level Agreements Pádraig Fleming Irish Water Programme

3. Some early thoughts on structure Local Authority Operations Irish Water Regional Structures EPA / CER - Water Regulation Continuity of Service SLA 3

4. High Performance Utility Model 4

5. Service Level Agreement  Irish Water Objectives Continuity in operations delivery to customers Support to business efficiency Customer Standards & Charter Relationship management & reporting Commercial agreement Regulatory relations & reporting (EPA) 5

6. Service Level Agreement  Outputs agreed – Capacity, Quality, Availability  Asset maintenance regime  Use of common information systems  Support integrated 3 rd 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

7. Service Level Agreement Central/Regional  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

8. Service Level Agreement Critical Success Factors 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

9. High Level Organisational structure - Q1 2014 Irish Water Secondees Local Authorities Key

10. Next Steps  Develop SLA Template  Fact Finding process  Secondments  Working group 10