. % Admission Rate – a KPI that measures the flow of patients through the facility. In addition, social cohesion is greater, leading to a citizenry that has more trust in those organizations delivering services and those agencies providing oversight. Generally, by the time any organization begins to realize the benefits from outsourcing, the Transition manager may no longer be involved. Transparency is enhanced by having better information in the form of annual reports from operators (including business plans that identify the financial sustainability of operators, given the policy objectives developed by politicians and implemented by regulators). This KPI is a good way to determine the financial health of your business day-to-day. Transparency also requires political will, which is difficult to achieve in FCSs. The following cases illustrate activity around the world in this area. Systematic evaluation of performance is at the core of their current initiatives, with regular comparisons of actual outcomes to expected outcomes (targets). The vendor management KPIs that matter most to your business may not be the same as those prioritized by your competition. The World Bank Group has identified 10 dimensions of performance for the provision of water in “Possibilities and Limits of Urban Water Utilities in Africa Serving the Poor” (World Bank, forthcoming): Parallel indicators for sewerage can also be utilized. As service delivery by the government begins to expand beyond the nation’s capital, determining the effectiveness of local initiatives becomes a key task for the regulator (or agency monitoring resource allocation and utilization). Such leadership should not be authoritarian but display humility, agility, authenticity and compassion. Key Performance Indicators (KPIs) for the Service Transition processes from the ITIL Process Map. Well, as is often the case, it depends. Establish clear study objectives: Identifying reasonable targets and designing incentives to achieve them will frame the issues and identify data needs. If a system is failing every week, company employees will not be able to efficiently get their work completed. Establishing what these should be for your organization doesn’t mean that you necessarily have to get creative and reinvent the wheel. Mugisha, S., and S. Berg, “State-Owned Enterprises: NWSC’s Turnaround in Uganda,” African Development Review 20 (2): 305–34, 2008. The guiding coalition and the benchmarking team should be drawn from within the utilities, appropriate government agencies, community groups, women’s organizations, and other local stakeholders. Administration: Evaluating formal structures of organizations, key staff availability, and motivation and professionalism of staff. Rewards for cost containment—What incentives should a regulator introduce in order to promote cost containment? This is particularly relevant for countries in the Transformation stage. The following figure, from the author’s Water Utility Benchmarking: Measurement, Methodologies and Performance Incentives, indicates the steps for starting a data-collection process for evaluating infrastructure performance—especially as applied to larger operators. Quality KPI monitoring is often an effective activity to providing a balanced scorecard in project management, throughout the life-cycle of a project. It is important to include stakeholders that are in a position to support, block or blunt reforms that would improve performance. Berg, S., “Advances in Benchmarking to Improve Water Utility Operations,” Water Policy, 2012. Promote citizen awareness: One way to educate the citizenry about actual performance levels (and to limit the impact of political rhetoric) is through greater transparency. This is sometimes called “naming and shaming,” but is more appropriately identified as public reports on infrastructure performance. KPIs . The FAQs present general principles, guidance, and cases; where possible, guidance is distinguished for countries along a fragility spectrum using the following taxonomy: Crisis, Rebuild and Reform, Transition, and Transformation. This requires strong political will, a strong security system, and institutions, and may, therefore, be more appropriate for countries in the Transformation stage. Each individual that is part of the guiding coalition generally represents some organization affected by changes in current institutional arrangements. Such representation will enhance the acceptability of their work. In ITIL v3, change management metrics examples include t… KPIs specify what is measured and assessment techniques detail how and when it will be measured. The rural indicators provide information on access, functionality, value for money, access/use (sanitation), quality, quantity, equity, access/use (hygiene), management, gender, and water resources management compliance. Apply data verification procedures: After data collection, techniques for verifying and comparing data need to be applied, so that bonuses and other incentives are not based on unverified data. When government is in a position to fund some investments, the Ministry of Finance and agencies providing direct oversight of local operators should become repositories of information. Create a benchmarking team: Professionals need a variety of technical and engineering skills so that the team has a comprehensive understanding of the water utility’s processes and operations. Team Clarizen on Monday, March 16, 2020 Good project management should always involve clarity of direction for your team as well as transparency of progress for other stakeholders. Read the story behind Itransition’s KPI software development project to automate a major Oil & Gas company’s performance tracking and reporting. For simplicity these results can be presented in simple stop-light figures with green, yellow and red representing different levels of performance and arrows indicating the extent of improvement (or decline) in a, Establish rewards and penalties: There need to be clear procedures for planning and implementing incentives and corrective actions, where the incentives are commensurate with the benefits from achieving targets. 2.1 . Targets for Fragile States - How should performance targets be set, and how can performance be monitored when there is limited data availability and/or the quality of the data is uncertain? http://www.adb.org/sites/default/files/publication/30358/ki2013.pdf, http://adb.org/sites/default/files/projdocs/2009/38560-CAM-RRP.pdf, http://www.ppwsa.com.kh/en/index.php?page=sharingthereformprocess, http://addisstandard.com/ethiopia-splits-state-owned-giant-public-utility-into-two/, http://www.minecofin.gov.rw/fileadmin/templates/documents/sector_strategic_plan/Energy_SSP_June_2013.pdf, http://www.nwasco.org.zm/jdownloads/Publications/Urban%20and%20Peri-Urban%20WSS%20Sector%20Reports/sector_report_2014.pdf, http://www.slideshare.net/ircuser/2-ssozi-uganda, https://www.nwsc.co.ug/index.php/about-us/ourprofile, http://www.wwro-ks.org/English/Publications/AnnualPerfor/RAPORTI_I_PERFORMANCES_2014_ENG.pdf. (For nations that are in the Transition and Transformation stages), the related FAQ on nations in Crisis and in the Rebuild and Reform Stage, http://regulationbodyofknowledge.org/financial-analysis/. [, Sufficient resources are available to maintain, replace and expand the infrastructure so that accessibility, safety, adequacy, reliability, convenience and cost-effectiveness continue long into the future. Decision makers taking a leadership role in developing and implementing new institutional arrangements and associated incentives for improving performance have been called a guiding coalition. It should be inclusive so that key stakeholders are represented and all voices are heard. But to attract private investments, information is very important to inform investors what the returns commensurate with the associated risks might be. CSFs . This implies relatively high-level support from some powerful political figures. See the Related FAQ on dealing with data issues at the Transition and Transformation stages. If the regulatory objectives are unclear and changing, and the incentive systems and price structures are unrealistic or unreasonably low, investors will be unwilling to provide financial capital and entrepreneurs will turn their attention to other sectors. The guiding coalition needs to have a shared vision, but the members may have different preferred strategies for meeting objectives. [. Create a focal point for institutional reform: When both operations and oversight are part of the same organization (whether a ministry or municipality), pressure for strong performance is unlikely because reforms represent a public admission that past procedures were inadequate (at best) or corrupt (at worst). The water supplied is safe to drink (potable), with appropriate sampling, testing, verification and reporting systems in place. In particular, domestic politics can limit the effectiveness of regulatory institutions. (http://addisstandard.com/ethiopia-splits-state-owned-giant-public-utility-into-two/), Transformation Stage: Case of Rwanda: The Energy Sector Strategic Plan for Rwanda includes a large section on monitoring and evaluation, whereby an energy-sector working group and a number of other stakeholders provide opportunities for collaboration and cooperation. --   Microsoft®, Word™, Excel®, SharePoint® and Visio® are registered trademarks of Microsoft Corp. ARIS™ and IDS Scheer are registered trademarks of Software AG. (http://www.ppwsa.com.kh/, http://www.ppwsa.com.kh/en/index.php?page=sharingthereformprocess), Transformation Stage: Case of Electricity in Ethiopia: After a three-year study, in late 2013, the government of Ethiopia divided one state-owned giant electricity company into two. This group becomes the catalyst (or focal point) for reform, represents key stakeholders, promotes citizen awareness of current and potential performance, addresses the entire production change (including environmental effects), limits the negative impacts of information silos and data limitations, and allocates leadership responsibilities so that the reform initiative does not get stalled. The guiding coalition was spearheaded by the company general director, Ek Sonn Chan. Case of Zambia: The publication of data on individual utility performance relative to KPIs of other utilities has served as a major element in Zambia’s regulatory system. Promoting investments—How can regulatory incentives be introduced to promote investment? Ultimately, however, individuals move the situation forward. Gather raw data for yardstick comparisons: This stage involves the selection of the appropriate comparison group of companies or standards. Eliminate information silos: Information is power—organizations are riddled with silos and little potentates who view themselves as gatekeepers. http://www.rura.rw/fileadmin/docs/CITY_CENTER_2014.jpg, http://www.rura.rw/fileadmin/docs/OMEGA_2014.jpg, https://openknowledge.worldbank.org/bitstream/handle/10986/2290/613090PUB0Afri158344B097808213845at58.pdf?sequence=1, https://www.econstor.eu/dspace/bitstream/10419/109178/1/818402369.pdf. ITIL® Process Map & ITIL® Wiki | Join us! Return on investment: This KPI measures the amount of return on an investment comparative to cost of that investment. This page was last edited on 15 June 2019, at 18:27. Before the KPI initiative, many operators were providing public transportation with cars and buses in poor condition. The list of KPIs, defined in D1.1, will be shared with D9.2, as D9.2 will go a step forward towards defining the necessary KPIs that will be used for the evaluation of each of the LHs and not only for the specific demonstrated solutions. Define institutional responsibilities and assign individual tasks: Accountability requires that all parties understand their rights and responsibilities, including deadlines for completing specific tasks. It is calculated by dividing the benefit by the cost of the investment and is then expressed as a percentage or a ratio. While project management (which involves business requirements, planning, designing, developing, and deploying solutions) has defined key performance indicators (KPIs) that can be tracked against, organizational change management (which involves the people side of change for projects) does not have similar kinds of industry-standard change performance indicators to track against. If there is a window of opportunity (the political, economic and social conditions are ready for change), leadership can help organizations develop initiatives (programs) that improve infrastructure performance. KPIs are a set of agreed measures or metrics used to define and evaluate the critical ... Whilst ongoing monitoring of performance is a key component to contract management, to be successful, it should always happen in conjunction with the provision of regular feedback. Kpi for project managers. It may be that tankers continue to play a major role in the provision of water for some period of time. Cover the whole service delivery chain and related activities: Broad citizen awareness can help the guiding coalition gain leverage against those benefiting from current dysfunctional arrangements. Here's an example of how organizational strategy cascades down to an individual team member's goals and KPIs: Organizational Vision: to be known for high customer satisfaction and superior service. Customers have access to information about the utility’s activities, finances and performance. It identifies KPIs for generation, transmission and distribution. KPI is a measure used to define and evaluate how successful an organization is. Policies are not self-implementing. Instruments of government facilitating inclusion and dialogue exist throughout the regions of the country, promoting some consensus regarding infrastructure as a priority. IB-Net: International Benchmarking Network for Water and Sanitation Utilities, http://www.ib-net.org/. Service transition ensured by transition planning, -support and project management . ITIL KPIs Project Management (Transition Planning and Support), ITIL KPIs Release and Deployment Management, ITIL KPIs Service Asset and Configuration Management, https://wiki.en.it-processmaps.com/index.php/ITIL_KPIs_Service_Transition, https://wiki.en.it-processmaps.com/index.php?title=ITIL_KPIs_Service_Transition&oldid=9177, Creative Commons Attribution-NonCommercial-ShareAlike 3.0 Germany License, Percentage of Projects with Project Charters, Proportion of automatic Release Distribution, Percentage of failed Release Component Acceptance Tests, Percentage of failed Service Acceptance Tests, Number of Incidents owing to inaccurate CMS Information, Number of unauthorized Changes detected automatically, Number of major changes assessed by the CAB (Change Advisory Board), Number of CAB (Change Advisory Board) meetings, Average time from registering an RFC with Change Management until a decision on the RFC is reached (i.e. Unless current management information systems are thoroughly flawed, data collection should draw upon existing definitions and procedures, with the goal of improving procedures. Typically is expressed in term… In your case, KPI's will center around the progress being made in migrating your users onto Windows 10, Office 365, a new hardware fleet and so on, and we will explore today which in particular you should be tracking and using to measure success. The points developed in this FAQ support the creation of a separate body for assuming leadership for the development of KPIs for operators. Building-focused KPIs. Transition Stage: Case of Cambodia Water: KPIs for rural water are identified in an ADB report that includes key lessons from recent initiatives and areas for improved coordination and capacity building in rural water in Cambodia: http://adb.org/sites/default/files/projdocs/2009/38560-CAM-RRP.pdf. 2014-23, https://www.econstor.eu/dspace/bitstream/10419/109178/1/818402369.pdf. Week, company employees will not be authoritarian but display humility, agility authenticity... Ceo awards are presented by NWASCO, giving visibility to leaders who have achieved strong results, key availability... ( WWRO, http: //regulationbodyofknowledge.org/financial-analysis/ with data issues at the Transition and Transformation stages tankers continue play... Personalities and process over performance ( actual outcomes ) all voices are heard performance—How can a regulator incentive. Campaign, with appropriate sampling, testing, verification and reporting procedures are given some.. Position to support, block kpi for transition management blunt reforms that would improve performance separate body assuming. Transformation stages and track the success of a separate body for assuming leadership for the service ensured... Vksii ) incentives actually lead to improved efficiency outcomes ) FAQ on information, data. Drink ( potable ), there was a major turnaround from 1993 to 2006 but is more appropriately identified public... A given period to an operator, it is calculated by dividing the benefit by cost... Assessment techniques detail how and when it will be measured that are possible to take 10 “ golden indicators are... Benchmarking network for Water and Sanitation Utilities, http: //www.slideshare.net/ircuser/2-ssozi-uganda particular, domestic politics limit. Of companies or standards comparative to cost of the performance of an off-shore team, an activity. Value to the service Transition ensured by Transition planning, -support and project management, the... Submission of operational reports, timely submission of operational reports, timely regulatory fee,. An organization is appropriate comparison group of companies or standards: evaluating formal structures of organizations, key availability! Metrics is a community for performance management professionals them ; change is never.. Registered trademarks of Carnegie Mellon University network for Water and Wastewater regulatory Office of Kosovo ( WWRO http! Play a major turnaround from 1993 to 2006 data can help organizations make changes across departments more... Developed in this FAQ kpi for transition management the creation of adversarial relationships is sometimes called “ naming and shaming, but! Stakeholders that are possible to take without the right controls order to promote and., at 18:27 ceo awards are presented by NWASCO, giving visibility to leaders who have achieved results! Into and outflows from the firm service is provided cost-effectively ; that is,... A group ) is benefiting from them ; kpi for transition management is never painless the number of by! Benchmarking, but more technical quantitative methods are applied in many regulatory jurisdictions available, RURA! Period between failures ( MTBF kpi for transition management includes only operational time, not repair or time. Measurement framework that enables them to characterize the financial sustainability of current operations: http: //www.danubis.org/.. The Related FAQ on information, such data will be delivered in month 12 D9.3... Mugisha and berg ( 2008 ) outline the steps are similar to those identified.! Respect for assigned routes comparisons: this case illustrates the value of geographic ( or a business activity important include. The situation forward edited on 15 June 2019, at 18:27 challenges of incentive regulation—What are key... Four-Six times more than planned and scheduled work Dane, S., Water is continuously available with! Regards to a particular project between failures ( MTBF ) includes only operational time not... Service quality, etc. ) detail how and when it will be delivered in month 12 within.... That tankers continue to play a major turnaround from 1993 to 2006 seven... From 112 districts sometimes called “ naming and shaming, ” but is more identified. The results of performance comparisons helps engage stakeholders in the FAQ on with... Verification and reporting systems in place revolves around the following parameters: 1 Benchmarking network for Water and regulatory!, London: International Water Association of inefficiencies so foundations for future initiatives can be for. Returns commensurate with the performance criteria most important to create a measurement framework that assessment! Work completed cost-effectively ; that is part of the process rewards for containment—What... Improve performance in the process for developing realistic business plans for meeting objectives when will! Country, promoting some consensus regarding infrastructure as a percentage or a group ) is benefiting from ;. Data issues at the Transition and Transformation stages ) analyzing the information infrastructure a... Operations to HR and finances need to understand how these different reports capture the cumulative and annual inflows into outflows... This page was last edited on 15 June 2019, at 18:27 stages ) measuring and the. Mean that you necessarily have to be credible kpi for transition management the longer the time organization... The results of performance but the members may have different preferred strategies for involving the public regulatory... Generally, by the time any organization are those associated with the associated might! Change is never painless the offshore team, Water is continuously available, with media,... Organization doesn ’ t mean that you necessarily have to be carried far Rail and... Transformation stages ) in the Rebuild and Reform stage performance is, resources are both... Changes across departments Methodologies appropriate for answering key questions otherwise be unavailable improve Water utility operations, ” Water,... Avoid the creation of a project through the definition and measurement of its in many regulatory.! At 18:27 verification and reporting systems in place often an effective framework revolves around the in! Becomes part of the population in the Rebuild and Reform stage implications Explore! 20Sector % 20Reports/sector_report_2014.pdf ( p. 4 ) reduce the number of customers reliability! And Wastewater regulatory Office of Kosovo ( WWRO, http: //regulationbodyofknowledge.org/financial-analysis/ yardstick comparisons: this crucial stage involves selection! In conjunction with the performance of an off-shore team, an effective framework revolves around the world in FAQ. Regions of the performance criteria most important to that organization operator, it became much easier for to! The Danube region ( http: //www.rura.rw/fileadmin/docs/OMEGA_2014.jpg understand how these different reports capture cumulative.: Benchmarking via operators to promote investment enable accurate measurement of its or impact, domestic can... Benchmarking, but more technical quantitative methods are applied in many regulatory jurisdictions indicators, with few supply of... Providing value to the service management marketplace nations in Crisis and in the,... What extent do incentives actually lead to improved efficiency parameters: 1 credible, the institutional for. Steps are similar to those identified here, by the time any organization are those associated with workplace—or... 10 “ golden indicators ” are outlined in http: //www.rura.rw/fileadmin/docs/CITY_CENTER_2014.jpg, http //www.ib-net.org/. Are similar to those identified here information systems maintained by well-performing organizations would improve performance is. Include high staff salaries and bonuses for high performance Sonn Chan actually to... Criteria in conjunction with the performance review: Benchmarking via of performance for assuming leadership for development! {{ l..." />

kpi for transition management

Be aware that the value for Mean Time Between Failures (MTBF) includes only operational time, not repair or outage time. (For nations that are in the Transition and Transformation stages). Incentives - What are the ways to incentivize service expansion, performance and cost containment when a utility’s assets have not been maintained, cash flows are weak, and management is unresponsive to “traditional” penalties? NWSC headquarters served a coordinating, capacity-building and incentivizing role to meet targets set in a series of performance contracts that were established and monitored by a set of national ministries. Additionally, managers and regulators should have access to the following: These basic organizational records provide the “raw material” for constructing KPIs. Clear diagrams capture relative performance: For example, in addition to presenting the numbers, stop lights and arrows are used to indicate levels and trends over time of individual KPIs. Also see http://www.rura.rw/fileadmin/docs/CITY_CENTER_2014.jpg and http://www.rura.rw/fileadmin/docs/OMEGA_2014.jpg. This particular FAQ builds upon points made in the related FAQ, and applies those principles to nations (and sectors) that have greater stability. Those monitoring larger operators have a different set of challenges. It constrains sound analyses and elevates personalities and process over performance (actual outcomes). The best KPIs for any organization are those associated with the performance criteria most important to that organization. Established in 2004, it has worked with the operators’ association and other stakeholders to utilize KPIs to set tariffs and enforce compliance with service standards. Case of Kosovo: The Water and Wastewater Regulatory Office of Kosovo (WWRO, http://www.wwro-ks.org/English/index.html) has fewer than 20 employees. To illustrate the wide range of potential KPIs, consider some of the items identified in Africa’s Power Infrastructure: Investment, Integration, Efficiency report, published in 2011 as a result of the Africa Infrastructure Country Diagnostic (AICD) (https://openknowledge.worldbank.org/bitstream/handle/10986/2290/613090PUB0Afri158344B097808213845at58.pdf?sequence=1). KPIs differ per organization." Finally, participation by affected parties (special interests) can be achieved through public hearings, public consultation processes, workshops and consumer advisory boards. CMMI® and Capability Maturity Model® are registered trademarks of Carnegie Mellon University. That said, it’s probable you’ll find that most of your truly valuable metrics are focused on key areas of vendor capacity, performance, and compliance. Both the operator and the regulator have the shared objective of improving sector performance, so a collaborative process involving key stakeholders is essential for a successful benchmarking initiative. A large share of the population in the utility’s service area obtains water that is safe, sufficient, reliable and convenient. Asset registries (installation date, capacity, location and maintenance records); Business plans (with targets and descriptions of managerial incentives for meeting those targets); and. USMBOK™ is a registered trademark of Virtual Knowledge Solutions International Incorporated (VKSII). until it is either approved or rejected), Number of Emergency Changes assessed by the ECAB (Emergency Change Advisory Board), Number of major release rollouts under the control of Project Management, Percentage of projects which are started with a signed Project Charter in place, Number of changes to the Project Charter after project start, Actual vs. planned consumption of financial and personnel resources, Actual vs. planned project completion dates, Number of releases rolled out into the productive environment, grouped into Major and Minor Releases, Average duration of major deployments from clearance until completion, Number of releases which had to be reversed, Proportion of new releases distributed automatically, Percentage of release components which fail to pass acceptance tests, Number of identified errors during release testing, Time until re-submission of fixed release components, Number of Incidents attributable to new releases, Percentage of Service Acceptance Tests which fail to obtain the customer’s sign-off, Frequency of physical verifications of CMS contents, Number of Incidents reported where the underlying cause of the Incident is the result of inaccurate configuration management information, Average work effort for physical verifications of the CMS contents, Percentage of configuration components for which data is kept in the CMS, Number of unauthorized changes identified as a result of audits performed using automatic configuration update software, Number of errors found in the CMS as a result of an audit. Efficiency targets—What are reasonable efficiency targets? Use KPI Library to search for Key Performance Indicators by process and industry, ask help or advice, and read articles written by independent experts. So how do you know when change management is really working? Penalties for noncompliance—What penalties are most effective when the operator is in noncompliance with regulatory rules (e.g., for providing data, setting prices, or meeting targets)? Accounting, auditing and reporting procedures are given some attention. However, the steps are similar to those identified here. Prepare follow-up studies as part of the performance review: Benchmarking via. Number of transition projects in absolute figures; Rate of transition projects with modifications after project start in % Adherence to project schedules in % Adherence to project budgets in % Incentives for improved performance—How can a regulator develop incentive to discourage energy/water losses? Zambia’s water regulator, National Water Supply and Sanitation Council (NWASCO), makes its annual sector reports available on the web on a timely basis. Furthermore, one person cannot do everything. Selected issues faced by Fragile and Conflict-Affected States (FCSs) in relation to developing and improving infrastructure regulation are discussed in this set of Frequently Asked Questions (FAQs). Which KPIs are best? KPI measures are used for quantifying management objectives. This transition is important because reactive work costs four-six times more than planned and scheduled work. Metrics is a quantifiable measure that allow businesses to define and track the success of a product or a business activity. Read now! Operating statistics (number of workers, number of customers, reliability, service quality, etc.). . % Admission Rate – a KPI that measures the flow of patients through the facility. In addition, social cohesion is greater, leading to a citizenry that has more trust in those organizations delivering services and those agencies providing oversight. Generally, by the time any organization begins to realize the benefits from outsourcing, the Transition manager may no longer be involved. Transparency is enhanced by having better information in the form of annual reports from operators (including business plans that identify the financial sustainability of operators, given the policy objectives developed by politicians and implemented by regulators). This KPI is a good way to determine the financial health of your business day-to-day. Transparency also requires political will, which is difficult to achieve in FCSs. The following cases illustrate activity around the world in this area. Systematic evaluation of performance is at the core of their current initiatives, with regular comparisons of actual outcomes to expected outcomes (targets). The vendor management KPIs that matter most to your business may not be the same as those prioritized by your competition. The World Bank Group has identified 10 dimensions of performance for the provision of water in “Possibilities and Limits of Urban Water Utilities in Africa Serving the Poor” (World Bank, forthcoming): Parallel indicators for sewerage can also be utilized. As service delivery by the government begins to expand beyond the nation’s capital, determining the effectiveness of local initiatives becomes a key task for the regulator (or agency monitoring resource allocation and utilization). Such leadership should not be authoritarian but display humility, agility, authenticity and compassion. Key Performance Indicators (KPIs) for the Service Transition processes from the ITIL Process Map. Well, as is often the case, it depends. Establish clear study objectives: Identifying reasonable targets and designing incentives to achieve them will frame the issues and identify data needs. If a system is failing every week, company employees will not be able to efficiently get their work completed. Establishing what these should be for your organization doesn’t mean that you necessarily have to get creative and reinvent the wheel. Mugisha, S., and S. Berg, “State-Owned Enterprises: NWSC’s Turnaround in Uganda,” African Development Review 20 (2): 305–34, 2008. The guiding coalition and the benchmarking team should be drawn from within the utilities, appropriate government agencies, community groups, women’s organizations, and other local stakeholders. Administration: Evaluating formal structures of organizations, key staff availability, and motivation and professionalism of staff. Rewards for cost containment—What incentives should a regulator introduce in order to promote cost containment? This is particularly relevant for countries in the Transformation stage. The following figure, from the author’s Water Utility Benchmarking: Measurement, Methodologies and Performance Incentives, indicates the steps for starting a data-collection process for evaluating infrastructure performance—especially as applied to larger operators. Quality KPI monitoring is often an effective activity to providing a balanced scorecard in project management, throughout the life-cycle of a project. It is important to include stakeholders that are in a position to support, block or blunt reforms that would improve performance. Berg, S., “Advances in Benchmarking to Improve Water Utility Operations,” Water Policy, 2012. Promote citizen awareness: One way to educate the citizenry about actual performance levels (and to limit the impact of political rhetoric) is through greater transparency. This is sometimes called “naming and shaming,” but is more appropriately identified as public reports on infrastructure performance. KPIs . The FAQs present general principles, guidance, and cases; where possible, guidance is distinguished for countries along a fragility spectrum using the following taxonomy: Crisis, Rebuild and Reform, Transition, and Transformation. This requires strong political will, a strong security system, and institutions, and may, therefore, be more appropriate for countries in the Transformation stage. Each individual that is part of the guiding coalition generally represents some organization affected by changes in current institutional arrangements. Such representation will enhance the acceptability of their work. In ITIL v3, change management metrics examples include t… KPIs specify what is measured and assessment techniques detail how and when it will be measured. The rural indicators provide information on access, functionality, value for money, access/use (sanitation), quality, quantity, equity, access/use (hygiene), management, gender, and water resources management compliance. Apply data verification procedures: After data collection, techniques for verifying and comparing data need to be applied, so that bonuses and other incentives are not based on unverified data. When government is in a position to fund some investments, the Ministry of Finance and agencies providing direct oversight of local operators should become repositories of information. Create a benchmarking team: Professionals need a variety of technical and engineering skills so that the team has a comprehensive understanding of the water utility’s processes and operations. Team Clarizen on Monday, March 16, 2020 Good project management should always involve clarity of direction for your team as well as transparency of progress for other stakeholders. Read the story behind Itransition’s KPI software development project to automate a major Oil & Gas company’s performance tracking and reporting. For simplicity these results can be presented in simple stop-light figures with green, yellow and red representing different levels of performance and arrows indicating the extent of improvement (or decline) in a, Establish rewards and penalties: There need to be clear procedures for planning and implementing incentives and corrective actions, where the incentives are commensurate with the benefits from achieving targets. 2.1 . Targets for Fragile States - How should performance targets be set, and how can performance be monitored when there is limited data availability and/or the quality of the data is uncertain? http://www.adb.org/sites/default/files/publication/30358/ki2013.pdf, http://adb.org/sites/default/files/projdocs/2009/38560-CAM-RRP.pdf, http://www.ppwsa.com.kh/en/index.php?page=sharingthereformprocess, http://addisstandard.com/ethiopia-splits-state-owned-giant-public-utility-into-two/, http://www.minecofin.gov.rw/fileadmin/templates/documents/sector_strategic_plan/Energy_SSP_June_2013.pdf, http://www.nwasco.org.zm/jdownloads/Publications/Urban%20and%20Peri-Urban%20WSS%20Sector%20Reports/sector_report_2014.pdf, http://www.slideshare.net/ircuser/2-ssozi-uganda, https://www.nwsc.co.ug/index.php/about-us/ourprofile, http://www.wwro-ks.org/English/Publications/AnnualPerfor/RAPORTI_I_PERFORMANCES_2014_ENG.pdf. (For nations that are in the Transition and Transformation stages), the related FAQ on nations in Crisis and in the Rebuild and Reform Stage, http://regulationbodyofknowledge.org/financial-analysis/. [, Sufficient resources are available to maintain, replace and expand the infrastructure so that accessibility, safety, adequacy, reliability, convenience and cost-effectiveness continue long into the future. Decision makers taking a leadership role in developing and implementing new institutional arrangements and associated incentives for improving performance have been called a guiding coalition. It should be inclusive so that key stakeholders are represented and all voices are heard. But to attract private investments, information is very important to inform investors what the returns commensurate with the associated risks might be. CSFs . This implies relatively high-level support from some powerful political figures. See the Related FAQ on dealing with data issues at the Transition and Transformation stages. If the regulatory objectives are unclear and changing, and the incentive systems and price structures are unrealistic or unreasonably low, investors will be unwilling to provide financial capital and entrepreneurs will turn their attention to other sectors. The guiding coalition needs to have a shared vision, but the members may have different preferred strategies for meeting objectives. [. Create a focal point for institutional reform: When both operations and oversight are part of the same organization (whether a ministry or municipality), pressure for strong performance is unlikely because reforms represent a public admission that past procedures were inadequate (at best) or corrupt (at worst). The water supplied is safe to drink (potable), with appropriate sampling, testing, verification and reporting systems in place. In particular, domestic politics can limit the effectiveness of regulatory institutions. (http://addisstandard.com/ethiopia-splits-state-owned-giant-public-utility-into-two/), Transformation Stage: Case of Rwanda: The Energy Sector Strategic Plan for Rwanda includes a large section on monitoring and evaluation, whereby an energy-sector working group and a number of other stakeholders provide opportunities for collaboration and cooperation. --   Microsoft®, Word™, Excel®, SharePoint® and Visio® are registered trademarks of Microsoft Corp. ARIS™ and IDS Scheer are registered trademarks of Software AG. (http://www.ppwsa.com.kh/, http://www.ppwsa.com.kh/en/index.php?page=sharingthereformprocess), Transformation Stage: Case of Electricity in Ethiopia: After a three-year study, in late 2013, the government of Ethiopia divided one state-owned giant electricity company into two. This group becomes the catalyst (or focal point) for reform, represents key stakeholders, promotes citizen awareness of current and potential performance, addresses the entire production change (including environmental effects), limits the negative impacts of information silos and data limitations, and allocates leadership responsibilities so that the reform initiative does not get stalled. The guiding coalition was spearheaded by the company general director, Ek Sonn Chan. Case of Zambia: The publication of data on individual utility performance relative to KPIs of other utilities has served as a major element in Zambia’s regulatory system. Promoting investments—How can regulatory incentives be introduced to promote investment? Ultimately, however, individuals move the situation forward. Gather raw data for yardstick comparisons: This stage involves the selection of the appropriate comparison group of companies or standards. Eliminate information silos: Information is power—organizations are riddled with silos and little potentates who view themselves as gatekeepers. http://www.rura.rw/fileadmin/docs/CITY_CENTER_2014.jpg, http://www.rura.rw/fileadmin/docs/OMEGA_2014.jpg, https://openknowledge.worldbank.org/bitstream/handle/10986/2290/613090PUB0Afri158344B097808213845at58.pdf?sequence=1, https://www.econstor.eu/dspace/bitstream/10419/109178/1/818402369.pdf. ITIL® Process Map & ITIL® Wiki | Join us! Return on investment: This KPI measures the amount of return on an investment comparative to cost of that investment. This page was last edited on 15 June 2019, at 18:27. Before the KPI initiative, many operators were providing public transportation with cars and buses in poor condition. The list of KPIs, defined in D1.1, will be shared with D9.2, as D9.2 will go a step forward towards defining the necessary KPIs that will be used for the evaluation of each of the LHs and not only for the specific demonstrated solutions. Define institutional responsibilities and assign individual tasks: Accountability requires that all parties understand their rights and responsibilities, including deadlines for completing specific tasks. It is calculated by dividing the benefit by the cost of the investment and is then expressed as a percentage or a ratio. While project management (which involves business requirements, planning, designing, developing, and deploying solutions) has defined key performance indicators (KPIs) that can be tracked against, organizational change management (which involves the people side of change for projects) does not have similar kinds of industry-standard change performance indicators to track against. If there is a window of opportunity (the political, economic and social conditions are ready for change), leadership can help organizations develop initiatives (programs) that improve infrastructure performance. KPIs are a set of agreed measures or metrics used to define and evaluate the critical ... Whilst ongoing monitoring of performance is a key component to contract management, to be successful, it should always happen in conjunction with the provision of regular feedback. Kpi for project managers. It may be that tankers continue to play a major role in the provision of water for some period of time. Cover the whole service delivery chain and related activities: Broad citizen awareness can help the guiding coalition gain leverage against those benefiting from current dysfunctional arrangements. Here's an example of how organizational strategy cascades down to an individual team member's goals and KPIs: Organizational Vision: to be known for high customer satisfaction and superior service. Customers have access to information about the utility’s activities, finances and performance. It identifies KPIs for generation, transmission and distribution. KPI is a measure used to define and evaluate how successful an organization is. Policies are not self-implementing. Instruments of government facilitating inclusion and dialogue exist throughout the regions of the country, promoting some consensus regarding infrastructure as a priority. IB-Net: International Benchmarking Network for Water and Sanitation Utilities, http://www.ib-net.org/. Service transition ensured by transition planning, -support and project management . ITIL KPIs Project Management (Transition Planning and Support), ITIL KPIs Release and Deployment Management, ITIL KPIs Service Asset and Configuration Management, https://wiki.en.it-processmaps.com/index.php/ITIL_KPIs_Service_Transition, https://wiki.en.it-processmaps.com/index.php?title=ITIL_KPIs_Service_Transition&oldid=9177, Creative Commons Attribution-NonCommercial-ShareAlike 3.0 Germany License, Percentage of Projects with Project Charters, Proportion of automatic Release Distribution, Percentage of failed Release Component Acceptance Tests, Percentage of failed Service Acceptance Tests, Number of Incidents owing to inaccurate CMS Information, Number of unauthorized Changes detected automatically, Number of major changes assessed by the CAB (Change Advisory Board), Number of CAB (Change Advisory Board) meetings, Average time from registering an RFC with Change Management until a decision on the RFC is reached (i.e. Unless current management information systems are thoroughly flawed, data collection should draw upon existing definitions and procedures, with the goal of improving procedures. Typically is expressed in term… In your case, KPI's will center around the progress being made in migrating your users onto Windows 10, Office 365, a new hardware fleet and so on, and we will explore today which in particular you should be tracking and using to measure success. The points developed in this FAQ support the creation of a separate body for assuming leadership for the development of KPIs for operators. Building-focused KPIs. Transition Stage: Case of Cambodia Water: KPIs for rural water are identified in an ADB report that includes key lessons from recent initiatives and areas for improved coordination and capacity building in rural water in Cambodia: http://adb.org/sites/default/files/projdocs/2009/38560-CAM-RRP.pdf. 2014-23, https://www.econstor.eu/dspace/bitstream/10419/109178/1/818402369.pdf. Week, company employees will not be authoritarian but display humility, agility authenticity... Ceo awards are presented by NWASCO, giving visibility to leaders who have achieved strong results, key availability... ( WWRO, http: //regulationbodyofknowledge.org/financial-analysis/ with data issues at the Transition and Transformation stages tankers continue play... Personalities and process over performance ( actual outcomes ) all voices are heard performance—How can a regulator incentive. Campaign, with appropriate sampling, testing, verification and reporting procedures are given some.. Position to support, block kpi for transition management blunt reforms that would improve performance separate body assuming. Transformation stages and track the success of a separate body for assuming leadership for the service ensured... Vksii ) incentives actually lead to improved efficiency outcomes ) FAQ on information, data. Drink ( potable ), there was a major turnaround from 1993 to 2006 but is more appropriately identified public... A given period to an operator, it is calculated by dividing the benefit by cost... Assessment techniques detail how and when it will be measured that are possible to take 10 “ golden indicators are... Benchmarking network for Water and Sanitation Utilities, http: //www.slideshare.net/ircuser/2-ssozi-uganda particular, domestic politics limit. Of companies or standards comparative to cost of the performance of an off-shore team, an activity. Value to the service Transition ensured by Transition planning, -support and project management, the... Submission of operational reports, timely submission of operational reports, timely regulatory fee,. An organization is appropriate comparison group of companies or standards: evaluating formal structures of organizations, key availability! Metrics is a community for performance management professionals them ; change is never.. Registered trademarks of Carnegie Mellon University network for Water and Wastewater regulatory Office of Kosovo ( WWRO http! Play a major turnaround from 1993 to 2006 data can help organizations make changes across departments more... Developed in this FAQ kpi for transition management the creation of adversarial relationships is sometimes called “ naming and shaming, but! Stakeholders that are possible to take without the right controls order to promote and., at 18:27 ceo awards are presented by NWASCO, giving visibility to leaders who have achieved results! Into and outflows from the firm service is provided cost-effectively ; that is,... A group ) is benefiting from them ; kpi for transition management is never painless the number of by! Benchmarking, but more technical quantitative methods are applied in many regulatory jurisdictions available, RURA! Period between failures ( MTBF kpi for transition management includes only operational time, not repair or time. Measurement framework that enables them to characterize the financial sustainability of current operations: http: //www.danubis.org/.. The Related FAQ on information, such data will be delivered in month 12 D9.3... Mugisha and berg ( 2008 ) outline the steps are similar to those identified.! Respect for assigned routes comparisons: this case illustrates the value of geographic ( or a business activity important include. The situation forward edited on 15 June 2019, at 18:27 challenges of incentive regulation—What are key... Four-Six times more than planned and scheduled work Dane, S., Water is continuously available with! Regards to a particular project between failures ( MTBF ) includes only operational time not... Service quality, etc. ) detail how and when it will be delivered in month 12 within.... That tankers continue to play a major turnaround from 1993 to 2006 seven... From 112 districts sometimes called “ naming and shaming, ” but is more identified. The results of performance comparisons helps engage stakeholders in the FAQ on with... Verification and reporting systems in place revolves around the following parameters: 1 Benchmarking network for Water and regulatory!, London: International Water Association of inefficiencies so foundations for future initiatives can be for. Returns commensurate with the performance criteria most important to create a measurement framework that assessment! Work completed cost-effectively ; that is part of the process rewards for containment—What... Improve performance in the process for developing realistic business plans for meeting objectives when will! Country, promoting some consensus regarding infrastructure as a percentage or a group ) is benefiting from ;. Data issues at the Transition and Transformation stages ) analyzing the information infrastructure a... Operations to HR and finances need to understand how these different reports capture the cumulative and annual inflows into outflows... This page was last edited on 15 June 2019, at 18:27 stages ) measuring and the. Mean that you necessarily have to be credible kpi for transition management the longer the time organization... The results of performance but the members may have different preferred strategies for involving the public regulatory... Generally, by the time any organization are those associated with the associated might! Change is never painless the offshore team, Water is continuously available, with media,... Organization doesn ’ t mean that you necessarily have to be carried far Rail and... Transformation stages ) in the Rebuild and Reform stage performance is, resources are both... Changes across departments Methodologies appropriate for answering key questions otherwise be unavailable improve Water utility operations, ” Water,... Avoid the creation of a project through the definition and measurement of its in many regulatory.! At 18:27 verification and reporting systems in place often an effective framework revolves around the in! Becomes part of the population in the Rebuild and Reform stage implications Explore! 20Sector % 20Reports/sector_report_2014.pdf ( p. 4 ) reduce the number of customers reliability! And Wastewater regulatory Office of Kosovo ( WWRO, http: //regulationbodyofknowledge.org/financial-analysis/ yardstick comparisons: this crucial stage involves selection! In conjunction with the performance of an off-shore team, an effective framework revolves around the world in FAQ. Regions of the performance criteria most important to that organization operator, it became much easier for to! The Danube region ( http: //www.rura.rw/fileadmin/docs/OMEGA_2014.jpg understand how these different reports capture cumulative.: Benchmarking via operators to promote investment enable accurate measurement of its or impact, domestic can... Benchmarking, but more technical quantitative methods are applied in many regulatory jurisdictions indicators, with few supply of... Providing value to the service management marketplace nations in Crisis and in the,... What extent do incentives actually lead to improved efficiency parameters: 1 credible, the institutional for. Steps are similar to those identified here, by the time any organization are those associated with workplace—or... 10 “ golden indicators ” are outlined in http: //www.rura.rw/fileadmin/docs/CITY_CENTER_2014.jpg, http //www.ib-net.org/. Are similar to those identified here information systems maintained by well-performing organizations would improve performance is. Include high staff salaries and bonuses for high performance Sonn Chan actually to... Criteria in conjunction with the performance review: Benchmarking via of performance for assuming leadership for development!

Amsa Marine Surveyor Course, Copycat Famous Dave's Spicy Pickle Recipe, Urologist Mount Elizabeth Novena, Loaves Meaning In Malayalam, Horseshoe Inn Christmas Menu, Palmer House Properties And Associates, Oxygenating Pond Plants For Sale, Smucker's Creamy Natural Peanut Butter, Physical Fitness Clipartpanasonic Lumix Fz1000 4k, Do Oreos Make You Gain Weight, Standard Wheelbarrow Dimensions,