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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
Effective Utility Management
• 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
Effective Utility Management
• 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
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
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
Community Sustainability
Jeanne Bennett-Bailey
AWWA President
Jeanne Bennet-Bailey, AWWA PresidentCustomer Satisfaction & Community Sustainability
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
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…
Water Research Foundation #4551
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
Water Research Foundation #4551
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
Water Research Foundation #4551
Internet and Mobile Association of India
Internet and Mobile Association of India
Internet and Mobile Association of India
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
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
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.
Community Sustainability
• 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
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
Effective Utility Management
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
Enterprise Resiliency
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
Sustainable Water Future - Framework
• Creating
– Innovative Solutions w/ Multi-
Purpose Solutions
– Water Management w/ Green
Infrastructure
Planning
Creating
Managing +
Operating
Redefining
Sustainable Water Future - Framework
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
uma.mnawwa@gmail.com
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
nkothari@mpu.org
Outline of Presentation
• Introduction
• Employee & Leadership Development
• Infrastructure Stability
• Infrastructure Stability – Case Study
• Summary
• Discussion/Questions
Employee and Leadership Development &
Infrastructure Strategy and Performance
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
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
Keys to Utility Management Success
• 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
Keys to Utility Management Success
• 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 &
Infrastructure Strategy and Performance
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
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
CMMS - ASSET MANAGEMENT
• Supervisors receive email notification when a Work Request is created in their Department
CMMS - ASSET MANAGEMENT
• New York Reservoir Pump #2
Manager Plus (M+) Detail
CMMS - ASSET MANAGEMENT
• 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
Effective Utility Management
Product Quality Customer
Satisfaction
Employee and
Leadership Developmen
t
Operational Optimization
Financial Viability
Infrastructure Strategy and Performance
Enterprise Resiliency
Community Sustainability
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
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