Scottish Water InternationalTransforming utilities worldwide

Key facts about Scottish Water:• It is the fourth largest water and waste water services

provider in the UK, with an annual turnover of £1 billion

• It provides 1.3 billion litres of clean, safe and high quality drinking water to 5 million customers in 2.5 million households and 150,000 business premises across Scotland every day

• It takes away 840 million litres of waste water from homes and businesses every day, before treating it for return to the environment

• It operates more than 250 water treatment works and 1,800 waste water treatment works throughout Scotland

• It maintains over 100,000 km of water pipes and sewer pipes

• Through transformation of operations and maintenance capability since its formation in 2002, Scottish Water has reduced its costs by 40% – while continuing to invest in improved customer service and supporting the Scottish economy

Contents01 About Scottish Water03 Scottish Water International04 Key Services06 Where in the World

About Scottish Water

Scottish Water is a unique publicly-owned utility which has transformed the delivery of water and waste water services in Scotland.

When formed in 2002 following the merger of three regional water authorities, Scottish Water was challenged to provide a consistently high standard of service to all communities – whether living and working in a large city, in a rural community or on an island. It was required to match the efficiency of the companies in England and Wales which had been privatised a decade previously.

By embracing new ways of working and becoming increasingly efficient and effective, Scottish Water is now providing services which match the upper quartile of the privatised water companies elsewhere in Great Britain. Average household charges are lower than average household charges in England and Wales.

Scottish Water is delivering one of the biggest investment programmes in the UK water industry – securing improved services for customers while helping to support jobs in the Scottish economy. Its customers are now enjoying the benefits of Scotland’s highest ever drinking water quality, while compliance with strict environmental standards has reached record levels.

On its journey to transform water and waste water services in Scotland, Scottish Water has developed world-leading expertise in engineering, operations and maintenance, scientific services, regulation, asset management and business transformation.

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Asset management

Operations and maintenance

Restructuring

Capital investment governance

Advice and support, including training and strategic advice

Regulatory and financial restructuring for public utilities

Scottish Water InternationalScottish Water International delivers reputationally enhancing projects, using skills and expertise from its Scottish business to offer services to utilities, governments and international clients seeking to harness their water resources efficiently and effectively by raising standards and reducing costs.

Drawing on experience of the remarkable transformation in the water industry in Scotland, we are ideally positioned to help enhance utilities worldwide.

Established in 2011, we have a team of high calibre consultants offering services that support utilities to transform efficiency in service, with specific focus on:

• Operations and maintenance advice and support, including training and strategic advice;

• Asset management and capital investment governance;

• Regulatory and financial restructuring for public utilities.

Scottish Water’s journey since 2002 has not gone unnoticed. International assignments to date include making recommendations on ways

to improve the efficiency and effectiveness of services for the City of Calgary’s Water Services unit.

In Qatar we are supporting the Drainage Asset Management Programme, helping to secure world- class asset and operational management services.

In Ireland, we are working to support the creation and development of Irish Water, charged with providing water and waste water services in the public sector to all customers in the Republic of Ireland.

We also provide training and qualifications for staff, through links with world- class Scottish colleges and universities offering international accreditation.

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Key services

Transforming efficiency and serviceScottish Water International is unique in offering consultants who are working in front-line operational roles:

• In the public sector;

• With independent regulation, benchmarked against the private sector;

• With a track record of recent transformation.

Our principal service is therefore to share our expertise in transforming utilities to deliver improved services at the lowest possible cost.

Transformation of service and efficiency has been the focus of Scottish Water since its formation in 2002. Key to that transformation has been the commitment of its 3,500 employees. We can share more than a decade’s valuable and positive expertise in staff engagement, communication and building a clear vision to which all can aspire. Setting out clear and easy to understand goals gives all employees a sense of direction when combined with a compelling explanation of why change is

essential. Our knowledge of communications and change management can help international clients embark on and succeed with their own journey of transformation.

Operations advice and support, including training and strategic adviceWe offer support in all areas of water and waste water operations and maintenance. Our success in raising service standards, and providing consistent services across varied communities and geography, can help international clients deliver consistently high standards for all customers. Having achieved record levels of customer satisfaction, we can advise on how best to put customers at the heart of service delivery. We also offer specialist expertise such as laboratory services.

Asset management and capital investment governanceWe can help clients develop strategies to ensure their assets are planned and procured efficiently with regard to the whole life cycle of groups of assets. Our multi-year investment programmes typically include thousands of projects – ranging

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from the construction of major new treatment works to the renewal of sewers and water mains. We can provide insight into defining outputs from capital projects and maximising the effectiveness of procurement processes and the supply chain. Scottish Water is the first water utility to be registered to ISO 55001 for asset management, demonstrating its consistent application of world-class standards to providing customers with the best service at the lowest possible cost.

Regulatory and financial restructuring for public utilitiesScottish Water is a publicly- owned utility which is subject to independent regulation and benchmarking against privatised utilities. It has developed constructive relationships with three regulators – drinking water quality, environment and charges. We can advise on how to develop mature regulatory frameworks and close working with stakeholders to deliver improved services at the lowest cost for the benefit of customers. We can also share our insights into how best to involve the private sector to add value to the delivery of projects.

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Where in the world

Our diverse assignments include supporting Qatar’s Drainage Asset Management Programme, as subcontractor to global wet infrastructure consultants, MWH. We have also advised other countries on the operation and maintenance of networks, treatment works and asset management, as well as providing advice on capital procurement, governance and the Scottish regulatory model.

We seek to work with a number of established international commercial engineering consultancies to bid jointly for work where the combination of an experienced operator and an engineering firm will be attractive to the client. Scottish Water International has access to the wealth of experience from the 3,500 employees of Scottish Water. All staff used by Scottish Water International are employed by Scottish Water and seconded to us.

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CanadaWe were awarded a major contract to help improve the efficiency and effectiveness of water services for The City of Calgary’s Water Services business unit. The process undertaken saw our international lead consultants draw upon their expertise in water and sewerage operations and maintenance, service delivery, benchmarking, business processes and project and change management to undertake a high-level analysis of the services currently provided. This resulted in over 30 opportunities being developed which were consolidated in the compilation of robust, evidence-based and quantifiable business cases ready for implementation. The value of the efficiency benefits from these opportunities was valued in the range C$2.4m – $5.0m per annum (5%-10% of the overall operating budget).

QatarWe are working in Qatar as part of a five-year drainage improvement project. A team from Scottish Water has been working in Qatar to help oversee management of the drainage operations and maintenance programme. The high-profile Qatar Drainage Asset Management Programme is run by infrastructure giants MWH Global, which in turn appointed Scottish Water International. We provide the client with experienced staff in operations and maintenance, customer service, human resources and change management. The programme will enhance drainage services across Qatar, including the waste water treatment and collection systems, treated sewage effluent systems, storm water and surface ground water systems.

Assignments to date include:

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OmanScottish Water International designed and delivered a series of workshops for Omani government departments and contractors and consultants in the Public Authority for Electricity and Water’s (PAEW) supply chain, to explore options to improve the performance of capital investment procurement and delivery for water networks. Through questionnaires in advance of the workshops, and interactive sessions throughout the workshops, Scottish Water International gained ownership and a common understanding of the problems that needed to be addressed and the options for doing so. Scottish Water International described a range of structural options, including out-sourcing, alliances and joint ventures, and explored each through facilitating workshops to allow delegates to rank these for preference.

Where in the world (continued)

IrelandWe are supporting Ireland’s new water utility, Irish Water, to help develop its Operations and Maintenance function. In addition, we are advising Irish Water staff on a number of topics, through a combination of subject matter expert master classes and workshops.

New ZealandScottish Water International undertook a sub-consultancy assignment for a global engineering consultancy firm to support the Stronger Christchurch Infrastructure Rebuild Team (SCIRT), in Christchurch, New Zealand. SCIRT had been tasked with rebuilding the city’s earthquake damaged roads, its fresh water, waste water and storm water networks. The team’s objective was to reduce the leakage levels in Christchurch to pre-earthquake levels within an 18-month period.

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We are currently pursuing potential new openings, including the development of business opportunities across Australia.

Study Tours & Internships

IndiaScottish Water International supported an international business school in delivering workshops in Delhi for the Indian Ministry of Urban Development (MoUD). The workshops concerned the structuring of public utilities, with particular reference to the Scottish Water model of public ownership with independent regulation and sustainable financing.

United Arab EmiratesScottish Water International facilitated an internship programme with Scottish Water and the Water Industry Commission for Scotland for the Regulation & Supervision Bureau, Abu Dhabi, United Arab Emirates. The intern gained valuable insight into various aspects of the Scottish water industry and also learned how the Scottish Regulator manages an effective regulatory framework.

Kyrgyz RepublicScottish Water International facilitated a study tour to Scotland for Kyrgyz Republic policy makers from the government and utility. The delegation gained valuable knowledge from all the key players in Scotland’s water industry and visited Scottish Water sites, including the new Glencorse Water Treatment Works – Scottish Water’s flagship £130m project which delivers 21st century drinking water to around 450,000 people across Scotland’s modern capital city.

If you require any more information please contact us:

SWIntl@scottishwater.co.ukwww.scottishwater.co.uk/internationalCastle House, 6 Castle Drive, Dunfermline, Scotland, UK, KY11 8GG