This is sometimes called “naming and shaming,” but is more appropriately identified as public reports on infrastructure performance. CEO awards are presented by NWASCO, giving visibility to leaders who have achieved strong results. 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. Mugisha, S., and S. Berg, “State-Owned Enterprises: NWSC’s Turnaround in Uganda,” African Development Review 20 (2): 305–34, 2008. Promoting efficiency—To what extent do incentives actually lead to improved efficiency? Furthermore, accountability to boards of directors and to those setting infrastructure policies and designing incentives reduces the likelihood that lax management or poor regulation will be allowed to continue. The ranking team included representatives from the ministry in charge of transport, RURA, the public sector, the national police, and the consumer association. A large share of the population in the utility’s service area obtains water that is safe, sufficient, reliable and convenient. [, Water is continuously available, with few supply interruptions of limited duration. Organizational Objective: to reduce the number of dissatisfied customers by 25 percent. Income statements (particularly revenues, by source, operating expenditures and interest payments); Balance sheets (a snapshot at a particular point in time of assets, liabilities and net worth); and. They’re not able to work efficiently or productively, and they’re dissatisfied with the workplace—or worse, the company itself. Mugisha and Berg (2008) outline the steps taken by NWSC to improve performance in the absence of a formal sector regulator. Develop policy implications: Explore potential determinants of inefficiencies so foundations for future initiatives can be laid. So how do you know when change management is really working? In the case of the Phnom Penh Water Supply Authority (PPWSA), there was a major turnaround from 1993 to 2006. 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. KPIs for Fragile States - What are the Key Performance Indicators (KPIs) for evaluating sector performance and how can they be used effectively by regulators? More often than not, they are accompanied with a threshold or target and enable accurate measurement of organizational performance. Of course, legacy systems and information silos are not automatically dismantled when new approaches to decision-making become possible, but leadership and teamwork can support organizational change. The current delivery system (pipes and tankers) needs to be examined, bringing on board those who are threatened by new and improved arrangements. The Body of Knowledge on Infrastructure Regulation shows the links among the three major financial records: income statements, balance sheets and statements of cash flows. Key Performance Indicators define factors the institution needs to benchmark and monitor. KPI Library is a community for performance management professionals. [, The service is provided cost-effectively; that is, resources are used both effectively and efficiently. 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. USMBOK™ is a registered trademark of Virtual Knowledge Solutions International Incorporated (VKSII). For example, for the water sector, operators of water tankers serving areas that are not part of a water network are likely to oppose network expansion in the beginning. This requires strong political will, a strong security system, and institutions, and may, therefore, be more appropriate for countries in the Transformation stage. . 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. This implies relatively high-level support from some powerful political figures. Those monitoring larger operators have a different set of challenges. 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. [. Berg, S., Water Utility Benchmarking: Measurement, Methodologies and Performance Incentives, 2010, London: International Water Association. 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. Processes need to be in place to ensure that emergency changes are kept to a minimum and that any technical changes that are made do not negatively impact on IT users. But to attract private investments, information is very important to inform investors what the returns commensurate with the associated risks might be. Engage in information dissemination: Reporting the results of performance comparisons helps engage stakeholders in the process. Metrics is a quantifiable measure that allow businesses to define and track the success of a product or a business activity. Before the KPI initiative, many operators were providing public transportation with cars and buses in poor condition. See http://www.nwasco.org.zm/jdownloads/Publications/Urban%20and%20Peri-Urban%20WSS%20Sector%20Reports/sector_report_2014.pdf (p. 4). Currently, Ethiopia is the biggest power exporter in the Horn of Africa and is aiming to be one of the continent’s biggest exporters upon completion of the construction of several ongoing hydropower projects. NWASCO collects a wide range of KPIs and has developed weights to be used for an overall performance score, with particular attention given to data quality. It is important to include stakeholders that are in a position to support, block or blunt reforms that would improve performance. Examination of its annual reports (http://www.wwro-ks.org/English/Publications/AnnualPerfor/RAPORTI_I_PERFORMANCES_2014_ENG.pdf) shows the emphasis on KPIs in making comparisons across the seven regional water companies. 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. It identifies KPIs for generation, transmission and distribution. Organizational KPI: the number of customer complaints that remain … CSFs . 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. Incentives include high staff salaries and bonuses for high performance. “What Is Rail Efficiency and How Can It Be Changed?” International Transport Forum Discussion Paper, No. “Possibilities and Limits of Urban Water Utilities in Africa Serving the Poor” (World Bank, forthcoming), KPIs for Transition/Transformation States – What are the Key Performance Indicators (KPIs) for evaluating sector performance and how can they be used effectively by regulators? Customers have access to information about the utility’s activities, finances and performance. Ultimately, however, individuals move the situation forward. Such leadership should not be authoritarian but display humility, agility, authenticity and compassion. Read now! Transition IT and enable users KPIs are designed to monitor IT service and usage changes. [, It does not take long to get water, and water does not have to be carried far. 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