1. 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

2. 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

3. 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

4. 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 2003 1 day follow up days completed - May 2003 7500 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

5. 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

8. 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

9. TASK TEAMS

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

11. UCan TELL US RESULTS

12. SUSTAINING THE MOMENTUM…

13. BREAKING DOWN THE SILOS

14. 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

15. 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

16. 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