accc conference dr. john tierney md irish water 7 th march 2014 building irish water
TRANSCRIPT
ACCC ConferenceDr. John Tierney MD Irish Water
7th March 2014
Building Irish Water
Vartry Water Scheme
Water Services
Encrusted Cast Iron Pipe
4
Waterford City Wastewater Treatment Plant - DBO
5
Government Decisions
• April 2012 Govt announces establishment of a new utility
• June 2012 Irish Water Programme Established with in the BGE
Group• Mar 2013 Interim Legislation passed• June 2013 Irish Water Incorporated
Irish Water: A Modern Utility
Serves Customers 24/7/365
(1.8 million customers)
Effective regulation (CER, EPA)
Complex stakeholder landscape(including DEPER, Local Authorities, IBEC)
Major Asset Base (Responsible for €11 billion worth of assets)
Technology (Integrated IT landscape)
Primary Data Centre (PRODUCTION)
Database Tier
User Groups
Remote Access DMZ
Mobile DMZ
Contact Centre
OffshoreDev.
Centre
Citrix Access
Gateway
Field Users
Mobile, WiFi
Web Customers
Production Application Zone
Transactional Processing S ystem s (Product ion)
Internal Users
Citrix (xenapp / vdi)
Sto
ra
ge
Are
a N
etw
ork
Storage Tier
Private Cloud
Oracle DB
Contact centre Users
Telephony
Field Users
Web chat functionality from portal
External SystemsPayments
Irish Water
personnel
IVR
Strawman Milestone 2 Infrastructure DiagramVersion 0.11 Date: 21-June-2013
Development teams
DRAFT to support Discussion
Corporate Services
Operational monitoring, maintenance and policy enforcement
Android on GTEK device
Backup / Recovery, Archive Retrieval
Software distribution
Oracle RAC
GE SmallWorld (5 licences)
Virtual Desktop Infrastructure
(individual desktops, terminal services)
Software distribution
Service Desk / Issue ticketing system (ServiceNow?)
Citrix
Mail server Fileshare
Anti Virus
Terminal services accessed via citrix?
Maximo
Secure File Transfer
Contractors
Contractor Back Office Users
Terminal services accessed via citrix, web based applicati on access
Backup/Archive
Enterprise SAN(s)
Oracle RAC
ClickSchedule
Syclo Work Manager
Oracle Customer Care and Billing
Intrusion Detection Configuration
Manager
Vulnerability scanning
Internal users access as web-based tool
Web/email content filtering
What specific tooling is required for development, and corresponding implications on citrix requirements?How will access be controlled?
Private clou d -> Iris h Water conn ection
Assumed MPLS with contact centre – is this correct?
Cont act Cen tre MPLS
Citrix
Cont ractors MPLS
Remote Users MPLS
Assuption that MPLS will be set up for each contractor – is this correct?
Assumption that remote users will use MPLS connection – is this correct?
Will internal integrations secured? (ie htt p or htt ps?)
xe
na
pp
/ V
di
Citrix
?
Citrix
Infrastructure monitoring
Application monitoring
What infrastructure is needed to support Customer Bulk Emails?
Which applications have a web server, and where will these be located?
Oracle E-Business Suite
Public Cloud
Syclo uses Maximo for authentication (indirectly Active Directory)
Are there non-repudiation requirements here?
Printing
Need to detail how RAC is configured to provide for availability needed (eg active passive)
Database monitoring ‘Web Admin’ (middleware monitoring tool )
Central Office Users
Maximo GE SmallWorld
Oracle Customer Care and Billing
Hyperion
ClickSchedule
SOTI MobiControl
Printing Fulfilment Agency
Files for documents to be printed
Secure fi le transfer
Are there any infrastructure requirements to interact with external parties?
Bord Gáis Group
Terminal services accessed via citrix?What access is needed for BGÉ personnel?
Maximo
Oracle Fusion Middleware
DocumakerWhen documents are produced by Documaker – how are they printed, and published to archive/web?
BI Publisher
Transactional Processing S ystem s (Pre-Product ion)
Maximo 7.1
Oracle Fusion Middleware
BI Publisher
Production Databases· BI Database· Click Database· Fusion Middleware Database· Maximo Database· OEBS Database· CC&B Database· UC4 Prod
Pre-Production Databases· BI Database· Click Preprod· Fusion Middleware Database· Maximo Database· OEBS Database· CC&B Database· UC4 Preprod
CSS DMZ
http
Syclo (Pre-Prod)
Syclo (Prod)
Tru
ste
d c
om
pu
tin
g z
on
e
Core PayrollCore HR
Web Prod
Website(Roxen)
CSS Web
Oracle Prod
TestOracle Test Dev
Management
Website (Roxen)
Mobile, WiFi
Maximo 7.1MIF Cron
Bank (Irish water accounting)
Emails sent by the following applicationsOCCB – internal and externalMaximo – internalOEBS – internal, external (eg Purchase orders)Environment monitoring – internal, partnersOutlook in user’s Citrix desktop – internal, external
Oracle Customer Care & Billing
Documaker
Oracle Customer Care & Billing
GISCore HR Core Payroll
MaximoClickScheduler Printing
ServiceNow
Oracle eBusiness
Suite
BI Publisher BIRT
Printing Office Systems
PDF viewing
Word processing
Correspondence sent and received needs to be attached to customer contact record in CCB
Telephony
Core HR
Core Payroll
Monitoring & Control tools (UC4, AppManager, CommVault, OEM)
Individual desktops & terminal services accessed via citrix, web based applicati on access (excluding GE SmallWorld)
Terminal services accessed via citrix, web based pplication access (excluding GE SmallWorld – 5 contact centre users anticipated)
Department
Cora Systems
Regulator
?
Environmental Protection Agency
?
Testing, Training and Tooling
Web
Database
Application
Reverse Proxy
For all data:What is the data retention policy, and how will data be archived and then decolated?How does Irish Water prove compliance with data retention regulations?
Meter Contractor Audit Users
Android on Samsung device
HSQE audit app
Correspondence Scanning
Field audit app
Used for standard (volume) letters only (ie generated by documaker) ad hoc letters will be printed locallySame or separate printing fulfilment house may be used for promotional material
How will data be retrieved on an ongoing basis?
Offshore D elivery MPLS
SOTI MobiControl (Mobile Device Management)
Photo capture and storage solution outstanding
Soti Client
Maximo ClickScheduler
TBC what functionality is required here, and how this device accesses those applications
Website (Roxen) Website (Roxen)CSS App CSS DB CSS LDAP
CSS App CSS DB CSS LDAP(Oracle Internet
Directory)
What infrastructure needs to be in place to support patching of applications/servers in Another9?
Database will run on physical hardware. All other servers should be assumed to be virtualised, managed by VMWare
Click UI
Active Directory
Click PTV
Click Integration
Click Agents
Oracle E-Business Suite
Maximo 7.1MIF Cron
Click Integration
Click PTV
Click Agents
Click UI
‘Test1’ Environment
‘Test2’ Environment
For M 2, this environment will be used for Training
For M2, this environment will be used for UAT
How are test, training, (and development systems prevented from accessing production?
How is configuration managed? How is source code managed?Operational model indicates that there is source control, and performance test tooling in each environment – is this correct?
Operational Model indicates that there will be an MI databases for some of the applications – not currently included in this diagram - tbc
Managemen t VLAN
Sharepoint
Hyperion
Sharepoint
Hyperion
GIS
Existing EMC SAN to be migrated to data centre
Back Office Storage
Primary Data Centre (PRODUCTION)
Database Tier
User Groups
Remote Access DMZ
Mobile DMZ
Contact Centre
OffshoreDev.
Centre
Citrix Access
Gateway
Field Users
Mobile, WiFi
Web Customers
Production Application Zone
Transactional Processing S ystem s (Product ion)
Internal Users
Citrix (xenapp / vdi)
Sto
ra
ge
Are
a N
etw
ork
Storage Tier
Private Cloud
Oracle DB
Contact centre Users
Telephony
Field Users
Web chat functionality from portal
External SystemsPayments
Irish Water
personnel
IVR
Strawman Milestone 2 Infrastructure DiagramVersion 0.11 Date: 21-June-2013
Development teams
DRAFT to support Discussion
Corporate Services
Operational monitoring, maintenance and policy enforcement
Android on GTEK device
Backup / Recovery, Archive Retrieval
Software distribution
Oracle RAC
GE SmallWorld (5 licences)
Virtual Desktop Infrastructure
(individual desktops, terminal services)
Software distribution
Service Desk / Issue ticketing system (ServiceNow?)
Citrix
Mail server Fileshare
Anti Virus
Terminal services accessed via citrix?
Maximo
Secure File Transfer
Contractors
Contractor Back Office Users
Terminal services accessed via citrix, web based applicati on access
Backup/Archive
Enterprise SAN(s)
Oracle RAC
ClickSchedule
Syclo Work Manager
Oracle Customer Care and Billing
Intrusion Detection Configuration
Manager
Vulnerability scanning
Internal users access as web-based tool
Web/email content filtering
What specific tooling is required for development, and corresponding implications on citrix requirements?How will access be controlled?
Private clou d -> Iris h Water conn ection
Assumed MPLS with contact centre – is this correct?
Cont act Cen tre MPLS
Citrix
Cont ractors MPLS
Remote Users MPLS
Assuption that MPLS will be set up for each contractor – is this correct?
Assumption that remote users will use MPLS connection – is this correct?
Will internal integrations secured? (ie htt p or htt ps?)
xe
na
pp
/ V
di
Citrix
?
Citrix
Infrastructure monitoring
Application monitoring
What infrastructure is needed to support Customer Bulk Emails?
Which applications have a web server, and where will these be located?
Oracle E-Business Suite
Public Cloud
Syclo uses Maximo for authentication (indirectly Active Directory)
Are there non-repudiation requirements here?
Printing
Need to detail how RAC is configured to provide for availability needed (eg active passive)
Database monitoring ‘Web Admin’ (middleware monitoring tool )
Central Office Users
Maximo GE SmallWorld
Oracle Customer Care and Billing
Hyperion
ClickSchedule
SOTI MobiControl
Printing Fulfilment Agency
Files for documents to be printed
Secure fi le transfer
Are there any infrastructure requirements to interact with external parties?
Bord Gáis Group
Terminal services accessed via citrix?What access is needed for BGÉ personnel?
Maximo
Oracle Fusion Middleware
DocumakerWhen documents are produced by Documaker – how are they printed, and published to archive/web?
BI Publisher
Transactional Processing S ystem s (Pre-Product ion)
Maximo 7.1
Oracle Fusion Middleware
BI Publisher
Production Databases· BI Database· Click Database· Fusion Middleware Database· Maximo Database· OEBS Database· CC&B Database· UC4 Prod
Pre-Production Databases· BI Database· Click Preprod· Fusion Middleware Database· Maximo Database· OEBS Database· CC&B Database· UC4 Preprod
CSS DMZ
http
Syclo (Pre-Prod)
Syclo (Prod)
Tru
ste
d c
om
pu
tin
g z
on
e
Core PayrollCore HR
Web Prod
Website(Roxen)
CSS Web
Oracle Prod
TestOracle Test Dev
Management
Website (Roxen)
Mobile, WiFi
Maximo 7.1MIF Cron
Bank (Irish water accounting)
Emails sent by the following applicationsOCCB – internal and externalMaximo – internalOEBS – internal, external (eg Purchase orders)Environment monitoring – internal, partnersOutlook in user’s Citrix desktop – internal, external
Oracle Customer Care & Billing
Documaker
Oracle Customer Care & Billing
GISCore HR Core Payroll
MaximoClickScheduler Printing
ServiceNow
Oracle eBusiness
Suite
BI Publisher BIRT
Printing Office Systems
PDF viewing
Word processing
Correspondence sent and received needs to be attached to customer contact record in CCB
Telephony
Core HR
Core Payroll
Monitoring & Control tools (UC4, AppManager, CommVault, OEM)
Individual desktops & terminal services accessed via citrix, web based applicati on access (excluding GE SmallWorld)
Terminal services accessed via citrix, web based pplication access (excluding GE SmallWorld – 5 contact centre users anticipated)
Department
Cora Systems
Regulator
?
Environmental Protection Agency
?
Testing, Training and Tooling
Web
Database
Application
Reverse Proxy
For all data:What is the data retention policy, and how will data be archived and then decolated?How does Irish Water prove compliance with data retention regulations?
Meter Contractor Audit Users
Android on Samsung device
HSQE audit app
Correspondence Scanning
Field audit app
Used for standard (volume) letters only (ie generated by documaker) ad hoc letters will be printed locallySame or separate printing fulfilment house may be used for promotional material
How will data be retrieved on an ongoing basis?
Offshore D elivery MPLS
SOTI MobiControl (Mobile Device Management)
Photo capture and storage solution outstanding
Soti Client
Maximo ClickScheduler
TBC what functionality is required here, and how this device accesses those applications
Website (Roxen) Website (Roxen)CSS App CSS DB CSS LDAP
CSS App CSS DB CSS LDAP(Oracle Internet
Directory)
What infrastructure needs to be in place to support patching of applications/servers in Another9?
Database will run on physical hardware. All other servers should be assumed to be virtualised, managed by VMWare
Click UI
Active Directory
Click PTV
Click Integration
Click Agents
Oracle E-Business Suite
Maximo 7.1MIF Cron
Click Integration
Click PTV
Click Agents
Click UI
‘Test1’ Environment
‘Test2’ Environment
For M 2, this environment will be used for Training
For M2, this environment will be used for UAT
How are test, training, (and development systems prevented from accessing production?
How is configuration managed? How is source code managed?Operational model indicates that there is source control, and performance test tooling in each environment – is this correct?
Operational Model indicates that there will be an MI databases for some of the applications – not currently included in this diagram - tbc
Managemen t VLAN
Sharepoint
Hyperion
Sharepoint
Hyperion
GIS
Existing EMC SAN to be migrated to data centre
Back Office Storage
Network of pipes conveying water (90,000 KMs)
Indoor and outdoor staff (34 Local Authorities, IW staff)
Environmental Custodian
(sewage removal and treatment)
Clean water(provide safe
water)
Sources funding for investment(Hybrid funding model)
Milestones achieved
Irish Water has a brand logo appears in the public domain (e.g. on Irish Water vans, uniforms)
Customer Communications are issued to the public and customers in connection with the Meter Installation Programme
There is a dedicated Customer Contact Centre, managed by Abtran, to respond to all Customer Queries
The Irish Water website is live www.water.ie
The Metering Programme commenced in July and there 27,000 meters being installed each month
Delivered capabilities (i.e. people, processes and systems) to support Irish Water and the Local Authorities
Asset transfer plan for water services assets commenced
Support provided to Local Authorities on the change and other activities needed to successfully transition to January 2014
SLAs agreed
Enduring funding Model identified
Staff recruited Full legislation (Water Services Bill No. 2) enacte.
Milestone 1: Commencement of the Metering Programme, July 2013
Milestone 2: Customer Launch, July 2013
Milestone 3: Asset Transfer / Operations Day 1, January 2014
Irish Water: Operational from 1st January 2014
Organisation structure
Role definitions
People
Detailed org design
+Job descriptions
=
Role based training and knowledge transfer
ProcessCorporate Services
Legal Corporate Affairs Facilities
Assets & Operations
Asset Management
Asset Programmes
Contract Management – Central Function
Project Sourcing & Contract Management· Manage contract strategy· Manage Framework Agreements
· Manage DBO contracts
Programme Management – Central Function
Programme Planning & Oversight· Programme Planning & Sourcing · Management of Programme Portf olio
· Consolidated Programme Reporting· Post Investment Review (large/exceptional
programmes)
Maintenan ce Forecasting· Consolidation of regional maintenance
forecasts & resource requirements
Construction Project Estimation & Design· Investigations and risk assessment· Outline design· High level estimation
Agreed Capital Program mes· Validation & approval of scope, outline,
design and estimation from Regional areas· Management of agreed Capital Programmes
Minor Capital Works/ Capital Project Allowance/Allocation· Consolidation and budgetary provisioning
Programme Management – Regional Function
Programme Management· Plan and manage agreed Capital Programmes, Minor Capital Works and
Regulatory Programmes· Plan and Manage Operational Programmes based on Standard Procedures· Pre-Requisite Management & local liaison· Coordination & engagement with Asset Operations· Tracking delivery against regional planning objectives
· Manage change control· Ensure data capture and documentation· Release payment for Central disbursement
· Health & Safety compliance· Coordination with Operations, 3rd Parties and Customer Comms.
Maintenan ce Forecasting· Develop and maintain Regional maintenance forecasts (Note: Reactive
maintenance: 80-90%, Planned 10-20%)
Construction Project Estimation & Design· Definition & prioritisation of Asset Needs to inform the consolidated small
schemes plan· Review design and estimation· Approve design variations· Handover of Minor Capital work to Regional Workflow
Quality Assurance· Ensure projects and programmes follow agreed delivery methodology
· Assure construction quality, schedule, cost effi ciencies and planned outcomes
· Reconcile variances between scoping & estimation and schedule, cost & compliance
· Technical assurance: compliance with standards and procedures
· Monitor vendor performance
Programme Management – District Fu nction· Provide local input into Regional Planning,
Maintenance Forecasting and Project Estimation and Design activities
Contract Management – Regional Function
Project Sourcing & Contract Management· Monitor contract performance and
feedback to central function
Developer Services – Central Function
Third Party Liaison & Connection Management· Contribute to connections policies &
standards for Water & Wastewater· Forecast volumes of New Connections
requests nationally· Process all Non-Standard New Connections
requests (Foreign Direct Investment / Local Authority led developm ents (i.e. New Tow ns initiative) / Non-Standard Developer connections)
· Adoption of new mains and connections, sewers and lateral drains
Developer Services – Regional Function
Third Party Liaison & Connection Management· Process all Standard New
Connections R equests (priv ate individuals & standard developer connections) in line with the connections policy
· Conduct Site Surveys, needs analysis, design & estimation for all new connections within the region
· Develop & submit consolidated growth forecasts for New Connections within the region
· Inform the Customer Team of all approved developments to support customer registration post construction
Programme Implementation – Outsourced· Implement Regionally delivered
programmes such as ME&I, Process, Trunk Mains, Sewers, Distribution, Site Security etc.
Programme Implementation - District· Implement Regionally delivered
programmes such as ME&I, Process, Trunk Mains, Sewers, Distribution, Site Security etc.
· Execute Minor Works delivery programme
· Ensure suffi cient resources are in place to oversee successful delivery of the programme
· Identify and report programme risk and change requirements
· Local liaison and identify customer communications requirements
Asset Operations
Asset Operations
Construction Delivery
Water Metering - Central
· Assimilate customer requests and B illing queries into a programme of installation
· Engage with Customers to agree an appointment time for survey to prove customer-asset link
Water Network Operations – District· Operate the water network infrastructure (incl. pumping
stations, service reservoirs)· Routine maintenance (i.e. Flush mains, turn valves, draw
down reservoirs)· Deliver field customer experience for all water supply
services
· Proactive and reactiv e water conservation, leak detection and repair
· Flow and pressure control
· Execute Service Recov ery (water supply interruptions, poor water pressure, reduced water quality)
· Operation, inspection and maintenance of service reserv oirs
Water Plant & Netwo rk Maintenance - District· Execute planned & prev entative maintenance
· Execute reactive, emergency maintenance (incl. repairs)
· Facilitation of statutory inspections (i.e. EPA, HSA)
· Execute test and inspections (some statutory) – pressure vessels, heavy lifting gear, electrical testing
· Maintenance performance recording and reporting
Water Treatment Operations – District· Abstraction management (when and how
much)· Operation of water treatment processes
· Management of Chemical delivery
· Monitoring and management of chlorine booster stations
· Operation of water sludge treatment processes
· Management of water sludge stocks
· Inspection, monitoring and maintenance of sources (catchments, dams, impoundments, intakes, bore holes) incl. quality monitoring
· Operational performance recording and reporting
· Energy performance recording and reporting
· Routine maintenance execution
Water & Wastewater Operations and Maintenan ce - Central· Operational and maintenance strategy, policies,
planning and SOPs· Monitor and mitigate operational risk
· Skill management and succession planning
· Operational contract strategy, supply chain planning
· Surface water run-off policies (i.e. triple charge for run-off to incentivise rain water harvesting)
· Regulatory liaison (i.e. EPA, discharge license standards)
· Major Event Management
Wastewater Netwo rk Operations – District· Operate the wastew ater network infrastructure (incl. pumping stations, CSOs, storm
tanks etc.)· Routine maintenance and repair
· Deliver field customer experience for all wastewater collection services
· Proactive and reactiv e, exfiltration and infiltration monitoring & repair
· Sewer collapse repair, blockage clearance, and reactive sewer cleaning
· Service recovery/cleanup (sewage overflow, wastewater pollution)
· Performance recording and reporting (i.e. CSO)
· Stormwater management
· Monitor customer discharges (licensed and unlicensed e.g. trade effluents)
· Pumping station influent monitoring and investigation
Wastewater Plant & Netwo rk Maintenance – District· Planned and preventative maintenance execution
· Reactive and emergency maintenance execution
· Facilitation of statutory inspections (i.e. EPA, HSA)
· Execution tests and inspections (some statutory) – pressure vessels, heavy lifting gear, electrical testing
· Maintenance and repair of network assets (incl. wastewater pum ping stations, instrumentation, CSO’s)
· HV (beyond ESB Networks) and standby generator maintenance
· Management and maintenance of specialist plant (mobile pumps, generators etc)
Wastewater Treatment Operations - District· Operation and monitoring of treatment processes
· Operation and monitoring of sludge treatment processes
· Management and recycling of sludge stocks (incl. inter-site transfers and land disposal)
· Acceptance of imported waste (i.e. leachate, tankered waste incl. septic tanks)
· Stormwater management
· Energy performance recording and reporting
· Compliance monitoring and performance reporting (PMS)
· Management of Chemical delivery
Fleet Management - District
“This will be the responsibility of agencies executing operational services under an SLA”
Health & Safety – District
· Audit inspection
· Reporting on improvement works
Water & Wastewater Sampling and Analysis - District· Spot and composite sample collection to a pre-defined programme & ad hoc/event sampling
· On-site analysis and reporting of data
· Basic water quality and waste water quality investigations
· Auditing of compliance sampling
· Operational source quality monitoring
Road Opening License Managemen t - District
“This will be the responsibility of agencies executing operational services under an SLA”
Operational and Maintenance Contract Management – Regional· Performance Management of Water & Wastewater
Operational & Maintenance Contracts · Review field audits of contractor work & analyse
contractor performance
· Review & approve requests for contractor payment
· Conduct benefits analysis against contracts within the region against Regional Plan
· Champion and implement Continuous Improvement to develop and deliver value
Water Treatment Operations - Regional· Monitoring & oversight of operations within
the region· Consolidated reporting to central
· Management of statutory audit inspections (i.e. EPA/HSA etc.)
· Execute event management processes – DWIRP, Public Health, Flooding, MEM
· SCADA Alarm response and management (24x7 duty management)
· Management of water sludge disposal
· Abstraction license compliance
· River basin management liaison
· Liaison, monitoring and management of DBOs
· Condition surv eys
· Management of operational contracts (i.e. chemical ordering)
Water Metering - Regional· Determine domestic properties suitability to install meter
· Install external or internal meter at most cost effective solution
· Adhere to Asset Mgt metering standards
Water Network Operations – Regional· Plan and manage Water Network operations
· Manage water conservation and mains rehabilitation programme
· Management of connections (new and existing)
· Outage planning across all assets
· Execute event management processes – DWIRP, Public Health, Flooding, MEM
· SCADA Alarm response and management (24x7 duty management)
· Pressure Management Assessment and DMA management
· Manage bulk trunk main transfers Water Plant & Netwo rk Maintenance – Regional· Monitoring of Mechanical Electrical &
Instrumentation maintenance of above ground assets in Distribution Supply Zones (DSZ)
· Consolidated reporting to central· Maintenance delivery planning (macro level)· Project management and supporting the delivery
of small capital works – ME & I· Management of water sludge and its disposal· Manage condition surveys
Wastewater Treatment Operations – Regional· Monitoring & oversight of operations within the region, including DBO Contracts· Liaison, monitoring and management of DBOs· Energy performance management
· Consolidated reporting to Central· Contract management (e.g. sludge related contracts)· Monitoring and oversight of sludge sales, recycling, disposal, inter-site transfers
· Support EPA planned / unplanned audits within the Region· Management of imported w aste (i.e. leachate, tankered waste incl. septic tanks)· Execute event management processes – DWIRP, Public Health, Flooding, MEM· SCADA Alarm response and management (24x7 duty management)
· Management of operational contracts (i.e. chemical ordering)
Water & Wastewater Sampling and Analysis - Regional· Carry out process analysis to support optimisation
· Produce analytical data & reporting to assist with and improve the operational water and w aste water treatment process
· Produce analytical data & reporting to support the sludge disposal process, R&D schemes & capital delivery
· “Capabilities for sample analysis and regulatory compliance analysis will not be developed within Irish Water. This will be the responsibility of agencies executing operational services under an SLA”
Wastewater Plant & Netwo rk Maintenance – Regional· Planning of Maintenance delivery (macro-level)
· Project management and delivery of small capital works – ME&I
· Monitoring of Mechanical Electrical & Instrumentation maintenance of above ground assets in all waste water agglomerations in the region (Monitoring maintenance deliv ery)
· Manage condition survey contracts
Wastewater Netwo rk Operations - Regional· Wastewater operations network planning and oversight
· Management and oversight of exfiltration, infiltration (incl. tidal) and repair programmes
· CSO performance monitoring
· Consolidated reporting to central
· Manage customer discharges (licensed and unlicensed e.g. trade effluents)
· Manage connections (new and existing)
· Execute event management processes – DWIRP, Public Health, Flooding, MEM
· SCADA Alarm response and management (24x7 duty management)
Property Management· Global valuations· Rates Management
· Property Title Management
Fleet Management· Manage fleet of
vehicles· Purchase or lease of
Vehicles
Facilities Management· Building & site
maintenance and management
· Manage the IW facility security
· Energy management· Space planning
· Archiving
Facilities Capital Project Management · Building improvements
· New building· Equipment Upgrades -
Capital Projects
ProcurementFinanceEnterprise Performance Management
Corporate Finance
Financial Planning & ReportingPlanning· Facilitate executiv e team in annual strategic review· Facilitate the preparation of the corporate plan · Prepare and manage the budgets and forecasts· Facilitate the development of the balanced scorecardReporting· Implement finance policies, standards and procedures· Manage the interface with group finance (including
reporting) · Liaise with external auditors· Manage month-end close timetable· Prepare financial, statutory & regulatory reports· Prepare managem ent reports· Prepare performance reports (balanced scorecard)· Prepare cost centre reports· Report on and assist in the management of commercial
return · Ensure financial compliance
Regulatory Finance· Support regulation in liaising with CER on appropriate WACC
for the regulated business· Support regulation in preparing financial tariff submissions for
CER as part of the price review process· Monitor regulatory return against regulatory contract/ targets
and provide reports to Regulation· Prepare tariff reports at the cost centre / product level and
report to Regulation (as appropriate)· Manage financial compliance and reporting with regulations
set by the CER and report to Regulation (as appropriate)· Maintain he Regulated Asset Base (RAB) in conjunction with
Asset Management and Regulation
Internal Au dit · Performs internal audit
activities
Treasury· Support Group Treasury with
information requirements · Support Group Treasury in meeting
credit rating agency requirements· Determine Irish Water WACC · Assess and report on financial and
monetary activity · Prepare cash-flow forecasts· Ensure treasury policy compliance
Risk· Facilitate & manage the
risk management process · Performs & monitors
information security activities
Business Suppo rt· Provide support to the business in relation to financial planning,
analysis and investment decision making
Secretariat
Procurement Strategy, Policy & Governance· Define procurement strategy· Ensure the proper and consistent application of
Public Procurement and Group procurement policies
· Develop and manage procurement governance framework & structures, processes and policies
· Manage commercial policy
Procurement Operations· Manage tendering process· Execute procure to pay activities· Master Data Management and Spend Analytics
Catego ry Management & Strategic Sourcing· Category management· Strategic Sourcing
· Manage the Integrated Procurement Plan for the business
· Ensure suffi cient Dem and Management and planning
Supp lier Relationship Management· Manage Supplier Relationship Management
(SRM) strategy for the business
Supp ly Chain Optimisation· Optimise supply chain
Contract Management· Facilitate & support contract negotiation· Manage contract management system· Manage governance of contract approvals
& administration
HSQEHealth
Quality
Safety
Environment
· Developing and managing the quality management system modelled on ISO 9001:2008
· Conduct quality audits and process assurance and feedback lessons learned
· Provide QMS policy guidance to the business
· Provide compliance of QA to Management Team
· Quality Assurance of document management
· Develop and manage the environmental and energy management system modelled on ISO 14001:2004 and ISO 50001:2011
· Develop and manage environmental policies
· Regional environmental assurance
· Ensure integration of environmental programmes into business processes
· Conduct environmental audits and process assurance and feedback lessons learned
· Provide compliance of QA to Regulation function
· (Note: Regulation is the primary interface for Environmental policy and regulation)
· Definition of workplace health policies and procedures modelled on OHSAS 18001:2007
· Definition of occupational health risk assessments and hazard identification process
· Communication of occupational health risk assessment results with HR
· Manage external stakeholders (esp. HSA). (May include other stakeholders)
· Provide support to business units in interpreting and implementing policies
· Provide compliance of QA to Management Team
· (Note: Employee based health policies will be managed by HR)
· Definition of safety policies and procedures modelled on OHSAS 18001:2007
· Develop and monitor the company level safety improvement plan
· Manage external stakeholders (esp. HSA)
· Provide regional assurance with respect to safety
· Provide support to business units in interpreting and implementing policies
· Conduct safety audits and process assurance and feedback lessons learned
· Bring best practice for behavioural safety to the organisation
· Provide compliance of QA to Management Team
· (Note: HSQE is the primary regulatory interface for H&S policy and regulation)
Integrated Management Systems
Common systems in all elements of the HSQE function
· Plan: policy, manual and have procedures, processes and methodology in place. Set Objectives and Targets. Roles and responsibilities, Emergency response
· Do: Follow Procedures, follow processes, maintenance, calibration, training, Operational control
· Check :Management review, Monitoring and measurement (including testing and inspections) Internal audits of the management system, customer feedback
· Act: Non conformance system, corrective action and preventive action process and then review the plan
Accounting & Transaction Processing
Finance Transactions· Perform accounts receivable activities· Perform accounts payable activities· Perform payroll activities · Perform T&E activities· Reconcile bank accounts· Manage claims handling · Ensure financial compliance across all
activities
General Accounting· Manage the general ledger· Prepare and post all journals and adjustments· Perform intercompany accounting· Perform allocations· Perform reconciliations · Perform fixed asset accounting· Perform project accounting· Perform month-end close
CSR (all activities in conjunction with Group)· Develop Irish Water CSR policy
· Manage Irish Water com. relations & sponsorships
Commun ications (all activities in conjunction with Group)· Manage local & regional public
affairs· Mange local & regional media &
PR activities· Crisis Comm unication· Prepare annual report · Ensure compliance with Brand
policy· Support website management for
Irish Water corporate site· Develop & manage Irish W ater
Social Media policy· Support Secretariat in responding
to parliamentary questions
General Legal Fun ctions· Manage external legal support· Appoint legal panel (supported by Procurement) and seek
Board approval· Provide general legal advice to the business· Report to the board and att end management and executive
meetings· Promote legal awareness and communicate to the business
when legal input should be sought· Develop and update legal policy and legal procedures· Develop and deploy legal training · Develop and deploy agreed legal strategy· Ov ersee all legal spend and report on controls· Maintain register on relevant legal precedents & legislation
Litigation & Dispute Resolution· Manage decisions to appoint
external lawyers and negotiate fees
· Manage contentious issues and confl icts (inhouse where appropriate)
· Manage interaction with external counsel and law fi rms
· Manage litigation and/or prosecutions and/or hearings and report regularly to senior management and the Board
Legal Service to Contracting· Support business units in contract draft ing and negotiation· Manage interaction with external counsel and law firms· Report on contracts that carry non-standard risk· Maintain oversight of contracts within the organisation· Review contracts prior to signing· Support contract catalogue and rationalisation upon transfer
from Local Authorities· Ensure contract compliance with internal policy, statutory
requirements and legislation
Legal Service to Corpor ate Governance· Review and contribute to board papers as requested
by Secretariat· Attend Board meetings as requested by Secretariat· Support gov ernance and compliance (provision of
advice, support code of conduct review)· Identify areas of potential legal risk and conduct
reviews where required
Legal Service to Policy· Review corporate policies
and report to management on compliance with internal and external requirements
IT
Business Customers & End Users
Service Strategy IT ManagementService Development Service Management Supplier Relationship Management
Business Relationship Management· Maintain proactive engagement with
the business to enable innovation & continuous improvement.
· Foster good two-way communication between business and IT
IT Strategy and Business Programmes· Forecast , plan and manage demand and
IT investments within and across stakeholder groups.
· Aligns the IT roadmap and IT organization’s strategies with business imperatives
Management & HR· Enables quality decision-making by ensuring
that reliable and secure information is available throughout the service lifecycle
· Develops and maintains a high performing and motivated workforce for IT
· Business Continuity Planning and coordination
Project and Programme Management· Enhance capability to deliver IT
Programmes / projects on time, on budget and with the required quality standards.
Continuous Service Improvement· Drive to improve quality & efficiency
through external comparison· Ensures service levels are monitored and
reflect the agreed upon targets
Supplier Relationship Management· Leverage key supplier relationships through
appropriate evaluation, selection, governance and performance management to sustain competitive advantage
· Build & Maintain trusting relationships with 3rd party providers.
Sourcing Strategy· Establish the overall sourcing strategy and
framework for the IT organisation· Develop & execute cost effective high
performing sourcing contractsService Delivery· Deliver reliable IT services
Service Operations· Maintain reliable IT services· Manages day to day operation of existing
services including incident, event and problem management
Development· Designs, develops, builds and tests
applications and infrastructure to achieve a stated set of business objectives meeting quality requirements, technical constraints, and performance requirements
Service Transition· Establish the capacity to manage IT
demand changes
Commercial Management· Performs IT financial management such as
executing invoice validation, annual budget submission, budget updates and budget optimisation
· Commercial services with external stakeholders
Enterprise Architecture· Establish enterprise technology and
innovation capabilities.· Develops overall technology
architectural direction for IT’s technology portfolio, defining target state architectural blueprints for business, application and technology architecture
Customer Service Management· Develop/manage end-customer
relationships (understand business imperatives, influence strategic decision-making, suggest innovative proposals, etc.)· Manage customer expectations and
customer satisfaction
Commercial
Regulation
Regulatory AffairsRegulatory Management
Licencin g· Manage non-environmental licences with
CER
Stakeholder Management· Manage the response regulatory consultations and queries and coordinate
with the business and experts (where necessary)· Represent Irish Water with key stakeholders on issues related to policy,
standards, regulations and legislation at a National and EU level· Act as statutory consultee for statutory planning
Commercial Regulation
New Connections· Develop and coordinate consultations on I&C connections policy, agree w ith
CER and communicate to Developer Services· Support Commercial in developing terms for specialist I&C contracts
Charters, Standards, Policy & Codes· Develop Coordinate dev elopment of and
agree customer charter and codes of practice with CER
· Develop and coordinate consultations on domestic connections policy, agree w ith CER and communicate to Developer Services
Compliance Monitoring & Reporting· Monitor regulatory compliance and conduct
audits as required· Report to regulator on licence compliance
Economic RegulationPrice Control & Domestic Tariff· Develop (in conjunction with Asset Management) and submit required development
statement(s) to the regulatory authorities · Benchmark organisation (including provision of KPIs to CER as required)· Develop and agree business plans & price controls with CER· Communicate business plan targets to the business and monitor progress against
targets· Develop and agree domestic tariff with CER
Development Plans· Long-term dev elopment plans (covering supply/demand as well as water
quality e.g. capital plan, strategy statement, river basin mgmt. plan)
Regulatory Revenue Reporting· Receive, review and submit business plan revision requests to the CER and liaise w ith
Finance as required· Report on performance, revenue and cost in conjunction with the business and Finance
as directed by the regulatory authorities
I&C Tariff· Develop and agree commercial tariff policy with CER
Environmental Regulation
Stakeholder Management· Manage relationship with environmental regulators and coordinate with Operations, HSQE, Legal and experts where
necessary· Develop organisation’s sustainability policy
Licencin g· Develop, communicate and support the process for the submission of licence requests to the EPA· Interpret policy and work with HSQE to ensure it implementation· Track changing legislation/regulations with national and EU bodies and communicate licence conditions to the
business
Compliance Monitoring & Reporting· Receive annual/consolidated reports from Asset Management (and receive assurances from HSQE on the quality of
reports) and conduct trend/performance analy sis· Receive notifications of material licence breaches and input into response to regulatory authorities (as required)
Customer CapabilityCustomer Experience & Strategy
MarketingCusto mer Experience & Engagement· Define the high level customer experience and end to end processes· Develop & produce customer communications· Manage customer segmentation and insights
Online Managemen t· Develop & Manage online offering for customers of Irish Water (incl Web and Social
Media)· Coordinate management of web presence for the Irish Water orgainsation
Customer Services
Customer Operations Support
Operational AnalyticsBilling & Collections
Credit & CollectionsDomestic & No n Domestic Collections·Manage tailored collection methods delivery ·Deliver implementation of credit policy·Manage dunning cycle for active and closed accounts
·Manage litigation contact & claims for all customer segments (excl. legal proceedings managed by legal)·Manage & process receivership, bankruptcy and write-offs·Manage direct inbound and outbound contact for more advanced/complex debt-related issues and queries
BillingBilling Services · Manage billing operations for all customer
segments including Trade Effl uent C ustomers· Manage bill production
· Management of escalations/exception handling
Billing Optimisatio n· Manage billing operations compliance
· Execute Testing for tariff/pricing changes
Learning & Knowledge Mgmt
Quality & Performance Mgmt
Customer Regulation & Compliance
Customer Change Management
· Work with Regulatory Affairs to negotiate regulatory reporting requirements· Monitor and input into regulatory reporting in conjunction with Compliance
Monitoring and Reporting· Support corporate regulatory affairs (incl. input into regulatory price review
cycles)· Manage Consumer Body Interactions
Major Cam paigns· Manage major campaigns for the Customer Organisation incl. Registration for domestic
customers, Migration for non-domestic customers and the customer meter rollout programme
· Identify and manage strategy and approach for all major campaigns
· Manage change programs· Identify & deliver operational improvements
· Liaise between Customer business & IT/PMO for change programs
· Manage descriptiv e and predictive operational analytics in support of all Customer Organisation functions (in addition to standard BI and reporting executed by central Data & Reporting function)
· Manage rev enue analy tics to minimise customer credit risk and optimise revenue collection
· Support the performance management of vendors through provision of analytical insights
· Manage all learning and knowledge management processes for customer capability teams
· Provide knowledge transfer to vendors where business functions are outsourced (e.g. contact centre)
· Manage supporting tools e.g. agent portal
· Manage all quality and performance processes for customer capability teams
· Manage supporting QPM tools
· Ensure continuous alignment with identified customer experience strategy and KPIs (incl Customer Satisfaction)
Channel Management
Channel Management & Analysis· Manage contact channel platf orms to support all
inbound and outbound customer contacts· Manage self-serve functionality across all channel
platforms incl. IVR & web· Manage channel capacity and integration· Manage customer contact & service through Social
Media Channels
Customer Contact
Domestic· Manage direct inbound and outbound call contact for the domestic customer segment· Manage all inbound contact ty pes incl. registration, billing, fulfilment, complaints, basic credit & debt, move-in/
move-out and operational callsNo n Domestic· Manage direct inbound and outbound call contact for the non-domestic customer segment
· Manage all inbound contact ty pes incl. migration, billing, fulfilment, complaints, basic credit and operational calls· Manage Telephony Account Managers for I&C customersOperational Calls· Manage inbound contact from customers regarding operational issues (leaks, maintenance etc)· Liaise with Work Management function to resolve operational queries
· Initiate work requests & work with Scheduling & Dispatch function in WAM to dispatch work.· Initial filtering of operational calls based on information provided by workflow management & incident
management
Complaints Management
· Manage classifcation, recording & resolution of complaints (including Escalations)
· Manage root cause analysis and continuous improvement
Customer Correspondence
· Manage indirect customer correspondence for all customer segments
Meter Data ManagementMDM Operations· Manage meter data management function (including schedule, reading, interfaces with mobile
devices, MDM & billing· Manage validation & editing of reads & estimation of missing/ out of criteria reads
MDM Strategy· Definition of all business rules, policies and strategies for MDM
· Establishment of threshold/tolerances for meter reading
Payments· Manage payments operations for all customer segments· Conduct Revenue Assurance
Organisational Br and & Marketing· Brand dev elopment and management across the Irish W ater organisation· Deliver organisation and industry insights· Manage sponsorships across the organisation
Customer Administration
· Provide back offi ce administrational support to the customer contact team
· Carry out address fixes & correspondence
Vendor Administration
· Manage all customer specific vendors (incl Contact, Billing and Meter Data Management)
· Work with central vendor management & functions to develop and manage a consistent framework for vendor management across Irish Water
· Develop & Manage SLA & KPIs within framework for all customer vendors
Product Development
· Contribute to the development of tariffs (within regulatory capability)
· Develop additional products and service · Establish pricing for additional products and services · Manage the product lifecycle, including phasing out of a product, rate or
service· Ensure integration with Branding & Marketing Strategy and Service & Support
Strategy
Operational Strategy
Custo mer Service Strategy· Define customer service and support strategy and
proposition communications (Incl bill and payment options
· Develop the channel strategy defining the channels used to connect with customers and support all customer transactions
· Establishment of a customer charter with Customer Regulation & Compliance
· Understand brand positioning, market research, customer strategy and integrate into a comprehensive service approach.
· Development of differentiated service and support treatments based on customer value and segment
Key Account Managers· Deliver Key Account Management Services to agreed
non-Domestic customers
Data Strategy & ManagementData Strategy· Define data requirements for the Customer organisation· Define data security and privacy standards· Define reporting requirements for the Customer
organisation· Represent Customer organisation on cross-functional Data
Governance forum
Data Management· Track and Monitor Data Quality of all Customer Data
· Ensure Data Security on an ongoing basis· Process R equests for Customer Data from across the Irish
Water Organisation· Manage the maintenance, cleansing and updating of
Customer Data
Corporate Governance Support· Manage Board, committ ee and
management interaction including meeting schedule, agenda, minutes and administration
· Administer annual processes such as the Board and committ ee effectiveness rev iew, Chairman’s statement and the annual report of the Board, statements and returns
· Review and report on compliance with the Code of Business Conduct, Code of Practice for the Governance of State Bodies, Ethics in Public Offi ce code and UK Code of Corporate Governance
External Stakeholder Liaison· Liaise with statutory bodies for matters
relating to query response, parliamentary questions, reporting and the scheduling of meetings – including Parliament (through shareholder), DCENR, DECLG and NewERA
· Communication with Local Authorities on issues relating to corporate governance (owner to owner queries)
Corporate Policies & Records Management· Maintain Irish Water records such as
policies, company appointments and correspondence with external parties
· Maintain physical copies of contracts approved by the Board and ov ersee administration of all contracts (as required)
· Administer and coordinate meeting, reporting and communications with subsidiary companies (including updating the statutory register, Minute Book, contract copies and the Company Registration Offi ce)
Secretarial App rovals & Consents· Coordinate Board review and
approval of business unit spend requests abov e €[7]m EUR
· Liaise with statutory bodies for matt ers relating to consents (under the Water Services Act and otherwise)
Pensions· Support and administer meetings of Board of Trustees
Major Capital Programmes
Delivery Assurance · Maintain Capital Delivery procedures
· Contract strategy
· Ensure projects and programmes follow agreed delivery methodology
· Challenge and approve vendor design and estimates
· Minimise REOC impacts
· Assure construction quality, schedule, cost effi ciencies and planned outcomes
· Reconcile variances with Asset Programmes (scoping & estimation) and Capital Delivery (schedule, cost & compliance)
· Technical assurance: compliance with standards and procedures
· Monitor vendor performance and facilitate Supply Chain collaboration
· Improvement data collection and reporting, e.g. lessons learned
· Audit of site health and safety procedures
· Commissioning support
Construction (PMO)· Challenge design and deliv erability
of Capital Scheme · Ensure prerequisites of long lead
items· Maintain Programme delivery plan
· Cost and programme control: VOWD and cash forecasting
· Issue resolution
· Manage programme risk and value
· Ensure data capture and documentation
· Manage change control
· Report progress and vendor performance to Asset Programmes (Central)
· Payment authorisation for Central disbursement
· Delivery Coordination with Operations and 3rd Parties
· Health and Safety compliance
· Coordinate customer communications, e.g. disruptions to service
Super Programmes
Project Definitio n & Feasibility· Manage and track planning approvals
· Land acquisition
· Preliminary design and estimation
· Conduct feasibility studies, surveys and site audits
· Translate solution requirements from Asset Management to project briefs that are appropriate for procurement
Technical Co nstructio n & Governance· Review contractor designs
· Provide assurance data on contractor performance against project brief, standards and specifications
· Assure construction quality, schedule, cost efficiencies and planned outcomes
· Audit Contractor’s business processes for design, construction and commissioning
· Audit of health and safety procedures
Asset Integration· Provide interface betw een field operations and delivery contractors
· Review and agree asset release and handover plans from contractors
· Conduct design reviews for critical assets with respect to commissioning and handover
· Asses asset risk performance
· Conduct audits and performance testing
Planning & Control· Provide Planning and Cost Control services to enable contractor
performance management· Conduct business reporting and risk/change management for
programme optimisation
Programme Delivery Management· Local Liaison and public relations
· Manage mega programme contracts
· Ensure Health and Safety perform ance
· Monitor milestone performance against agreed programme
· Cost and programme control: VOWD and forecasting accuracy
· Manage programme risk and value
· Issue Resolution
Work Management - FunctionsWorkflow Progression Scheduling & Dispatch
Estimation Materials & LogisticsData & Reporting
Workflow PerformanceSchedulin g & Dispatch – Central Function
Day 1· Assignment of all work to Irish Water
Service Provider (LA / DBO Contractor)
Endurin g· Centralised Scheduling & Dispatch of
Customer First Response Work· Centralised Scheduling & Dispatch of
Standard Domestic Dev. Serv. Initial Inspection
· Centralised Scheduling & Dispatch of SCADA First Response Work (network alarms)
Data & Reporting - Central Function· Monitoring job progression & reporting on ‘age’ of work in-flight· Update of asset repositories as per reactive maintenance & new
connections work completed in the field· Receipt & Processing of as-laid & asset information
Workflow Progression-Central Function· Generation of Planned Operations / Maintenance Work Orders· Generation of Reactive Maintenance Work (SCADA) Orders· Generation & prioritisation of Customer Response Work Orders· Escalation of work in jeopardy to Regional Operations team
· Approval & Generation of Follow-On Work Orders· Processing of returned Job Cards· Work Order post-requisite management
· Work Order ClosureVariation for Day 1· Retrospective Approval & Generation of Follow-On Work Orders
Estimation – Central Function
· Validate estimates for Minor Capital Works· Validate estimates for Standard Domestic New
Connections
Workflow Perform ance – Central Function· Monitoring the quality, performance,
delivery and completion of key operations within w orkflow
Workflow Progression – District Fu nction· Initiation of reactive maintenance work orders as requested by the field technicians· Management of work order pre-requisitesVariation for Day 1· Printing of job cards to support capture of work completion data in the field· Retrospective generation of Follow-On work orders
Schedulin g & Dispatch – District Fu nction
Day 1· Manual scheduling & assignment of all
work to crew
Endurin g· Automated scheduling & dispatch of
planned & reactive O&M work.· Automated Scheduling & dispatch of
Dev. Serv. Connections work
Materials & Logistics – District Fu nction
· Management of stock / inventory in all storerooms / depots· Procurement & replenishment of inventory· Allocation / reservation of inventory to work
· Distribution of inventory to crews
Asset Strategy
Strategic Busin ess Planning· Policy, Strategy & Objectives
definition & review for all asset classes
· Analy sis & policy definition for business resilience, security of supply & customer facing initiatives (i.e. metering)
· Analy sis of proposed regulatory changes from a water quality, environmental impact & sustainability perspective
· Consolidation of Long Term Planning Options & prioritisation of strategic initiatives
· Development of the rolling 7 year asset & operations business plan
No n-infrastructure analysis and plann ing· Consolidation of Performance,
condition & risk monitoring across all regions
· Evaluation of needs and development of options
· Licence & Consent ManagementInfrastructure analysis and planning· Assessment of network condition,
risks and hydraulic capacity· Evaluation of needs and development
of optionsEnergy management· Develop energy efficiency and carbon
footprint reduction strategies to reduce net energy
· Monitor compliance w ith energy management standards and policies
Asset Standard s – Central Function· Develop & maintain asset standards, operational procedures (incl.
process optimisation) & asset related (i.e. non-retail) Customer asset standards.
· Sign-off exceptions to the standard
Asset Risk Management· Define and Maintain Risk Management FrameworkResearch and Development· Undertake Research & Development programmes to develop new
technologies· Register new technologies
Asset Strategy - Regional Function
Strategic Busin ess Planning· Monitoring & enforcement of Policy,
Strategy & Objectives· Reporting on enforcement of Policy
and its applicability to the region providing feedback to C entral function
No n-infrastructure analysis and plann ing· Performance, condition & risk
monitoring of Performance U nits within Distribution Supply Zones or agglomerations
· Fault Management and Incident Investigation
· Identification and reporting of regional asset needs
Infrastructure analysis and planning· Identify & Prioritise Regional
development requirements for growth, sustainability, health & safety etc.
· Provide m odelling support to regional planning and operations functions
· Identification and reporting of regional asset needs
Asset Strategy – District Fu nction· Conduct Asset Needs Analysis in
relation to Asset Performance and Asset Strategy Compliance and report back to Regional Function
Asset Standard s – Regional Function· Monitor compliance of Asset Standards at Regional Level
Asset Risk Management· Enforce Risk Management Framework and monitor its application in
the Region
Asset Standard s· Ensure applicability of Asset Standards at Regional Level across the
diverse asset base
Asset Standard s – District Fu nction· Conduct Asset Needs Analysis in relation to application of Asset
Standards and feedback to Regional Function
Asset Information Management
Central· Develop & maintain data policies, standards and the Integrity of the data
model· Implement Data Governance & monitor Data Quality· Identify, categorise Data Quality issues (static data)
· Liaise with business functions to identify and define information requirements
· Utilise reporting solutions and tools (models) to support asset mgmt decision mak ing & operational / asset reporting requirements
· Engage with IT to transition asset management business requirements for sy stems implementation
Regional
Information and reporting solutions· Utilise reporting solutions and tools (models) to support asset mgmt decision
mak ing & operational / asset reporting requirements
Maintain asset register and aggregate data· Implement Data Governance & monitor Data Quality· Identify, categorise & resolve Data Quality issues (static data)
· Maintain the Asset Register in line with Capital Programme Delivery (commissioning / decommissioning) and locally resourced data
· Document asset management business requirements for systems implementation & communicate to the central function
· Sign-off data provision by third-party contractors
Asset Investment Management Asset Investm ents – Central Function
· Develop Long & Medium term Investment plans with identified Projects & Programmes
· Align and Consolidate regional plans (CAPEX / OPEX)
· Perform prioritisation and scenario analysis (risk, outturn, net energy, embedded carbon etc)
· Facilitate Investment Approvals Process and conduct change control
· Conduct Investment monitoring and reporting
· Conduct Post Investment Review, and analyse capital efficiency of Major Capital & Exceptional Minor Capital Works
Asset Investm ents – Regional Function
· Provide R egional input into Long & Medium term plans
· Provide R egional input into Investment Approvals Process
· Provide R egional input into investment monitoring and reporting
· Track delivery to regional planning objectives for Minor Capital Works
Tax · Prepare tax submissions· Support Tax strategy/ planning· Ensure Tax Compliance
Insurance· Assess business requirements· Place insurance in conjunction
with Group
HREmployee & Industrial Relations Compensation & BenefitsTalent ManagementHR Strategy & Org Management HR Central Services
Strategy· Define overall HR strategy & align to business objectives· Define ER Strategy
Employee & Industrial Relations· Provide H R services (e.g., employee
relations, discipline and grievance program, mobility support, leave and absence management)
· Manage and facilitate all industrial relations issues
Recruitment· Design recruitment strategy &
policies
Business Partnering
Strategy· Supporting the dev elopment and execution of
HR strategy
Learning & Development
Learning & Development· Manage Learning & Development strategy
& associated activities· Knowledge management
Administration· Provide all HR administrative and transactional
services (e.g payroll, schemes admin, HRIS system, employee data etc)
Reporting· Produce employee related reports
Contact & Comms· Manage all contact enquiries· Manage communications to employees (e.g.
lett ers)
Recruitment· Managing support for recruitment / on boarding/
exit
Org Management· Design the org. structure, governance body & performance measures· Mange Talent Architecture
· Define Workforce Planning requirements
Perform ance · Manage competency framework· Design the performance
management process
Workforce Management · Succession
planning· Input to workforce
planning
Compensation & Benefits· Implement compensation & benefits strategy · Design benefits programs by role· Carry out benchmarking of compensation & benefits
· Conduct job evaluations
Occupatio nal h ealth· Manage occupational health matters
Supp ort· Provision of HR support to the business · Communicate HR strategies/ initiatives/
programs to the business· Manage HR Operations
Legal Advisory· Provide legal advice to the business on:
· Health & Safety· Env ironment· Commercial· Property· Procurement & competition law· Intellectual property· Data protection / Freedom of Information· General legal issues
· Review business change proposals and report on their compliance with internal and external requirements as well as any associated risks
· Support business units in addressing identified legal risks
· Monitor legislative changes
Transition Role Contracts Transferring to Irish Water
BAU Commercial Support
New Contracts
· Lead the transfer and rationalisation of non-standard, DBO and non-standard connection contracts in force within the Local Authorities
· Lead in identifying legacy arrangements to form alise under contract (and support Developer Services for standard contracts)
Local Authority: Service Level Agreem ents· Coordinate business unit relationships with Local Authorities · Consolidate SLA requirements from business units and
manage variation (incl. renegotiation) to Local Authority SLAs· Monitor Local Authority SLAs and review pay ments against
contractual terms· Coordinate changes to contract strategy - inhouse, DBO, third
party, Local Authority SLA optimisation· Support on effi ciency target setti ng for main SLA agreement
Design, Build & Operate Contracts· Commercially manage DBO contracts· Lead contractual dispute resolution and contract
interpretation· Monitor and review contract compliance with commercial
terms (based on operational reports) and audit payments as required
No n-standard Contracts· Develop strategic sourcing framework and commercial policy· Commercially manage non-standard contracts· Support the business’ understanding of contract commercial
terms where required· Lead on contractual dispute resolution and contract
interpretation· Monitor and review contract compliance with commercial
terms (based on operational reports) and audit payments as required
New Connections· Support Developer Services in the interpretation of
contractual terms for industrial contracts
Design, Build & Operate Contracts· Lead the development and negotiation of
DBO contracts · Develop frameworks to driv e effi ciencies in
DBO contracts and future commercial management of DB O contracts
No n-standard Contracts· Develop contract form ation policy· Coordinate development of contract
strategy with the business – optimisation of inhouse, DBO, third party, Local Authority SLA mix
· Lead on the development and negotiation of non-standard contracts
New Connections· Support Regulation in developing
connections policies· Support Developer Services in implementing
standardised domestic and commercial connections contracts and audit compliance with policy
· Lead contract negotiation on industrial contracts
Business ChangeJourney Management & GovernanceA na lys e th e projec t portf olio to a sses s strategic alig nm ent and opti m ise dep loy m ent sequ enc ing
· Jou rney Plan nin g
· Stage Gati n g P roc ess
· Po rtfo lio R is k , Iss ue, In te rdep end enc y , an d Re sou rce M an agem ent
Communications & EngagementB uild bu y- in a nd c om mitm ent to the c ha nge jo urney to m inim ise disru pti on a nd a cc elerate ben efits
· L eaders hip A lign me nt
· Stakeho lder M a nagem en t
· C om mu nic ati on s Strate gy , Des ign & Deliv ery
· C hange Read ines s Trac k ing
Value Management Ide nti fy pro ject an d po rtf olio v alu e driv ers to prioriti se w ork , an d ens ure deliv ery aga inst enterpris e objec ti ves
· B usin ess C ase D ev elop m ent
· B enefi t Re alis ati on P lans , Fore casts and T ra ck ing
· Pro jec t P ortf olio V alu e A sses sm ent
Business Process Management and OptimisationA sse ss bu sines s ch ang e imp ac ts from a p roce ss pers pec tiv e
· En sure in tegrity o f en d to e nd bus ines s pro ce sses
· Driv e c on tin uo us p roc ess im p rov em en t in co nju nc tio n w ith the bus ines s
Methods & Capability DevelopmentEm bed p rojec t m an ag emen t a nd c ha nge m an agem ent bes t p rac tic e to enh anc e an d sus tain de liv ery ex cellenc e in org anis ati on
· Pro jec t M etho dolo gy & To ols
· C om peten cie s A sse ssm en t an d Trac k ing
· Pro jec t & C hange M anage me nt Skills Dev elop m ent
· Kn ow le dge Sharin g
Programme Delivery Control & AdminPro vid e projec t ma nag emen t sup port an d gu idan ce to ens ure proj ect deliv ery exc ellenc e
Vendor ManagementEns ure the righ t res ourc es an d as sets are m ad e av ailab le
· V end or M a nagem en t
· Pro cu rem ent & Sou rcin g
· Pro jec t P lann ing
· R isk & Iss ue M anagem en t
· Tim e & C ost Trac k ing
· V end or M a nagem en t
· Q uality A ssu ranc e
· Do cu me nt M an agem ent
· Sco pe M anagem en t
· R eso urc e M anage me nt
· Go - L ive R ead ines s
The Customer1.Customer contacts Irish Water to report an operational issue , such as a leak on their street .
A4. Customer can see post of information on incident on IVR , Social Media and Web
13b. Customer can view work status on the online portal
Local Authority
6. Zone Engineer determines priority of work and appropriate method / resources to complete
7. Work is Dispatched to the Field Resource (s)
8. Resource(s) travels to customer location, performs work.
9. Additional follow on Work Orders are created as required to capture work details and linked to initial response Work Order
10. Zone Engineer receives confirmation that work is complete
11. Zone Engineer / Administration team document completion information and return to Irish Water
B3 – Zone Engineer liaises with Workflow Performance team to review and resolve escalations
Assets & OperationsAsset Management
Asset Operations
Asset Strategy Asset ProgrammesAsset Investment Management Asset Information Management
Work Management
Workflow Progression4. Review Request & Raise Work Order as Required
5. Notify Local Authority Zone Engineer of Work Order
12. Ensure required completion data is captured against Work Orders
A1. WFP Team identify issues and inform Customer Contact team
Scheduling & Dispatch
Estimation
Materials & Logistics
Capital Delivery
Mega Projects Major Capital Programme (Water & Wastewater)
Data & ReportingWorkflow PerformanceB1 – Monitor WO completion and escalate issues to Operations Performance as required
Water & Wastewater OperationsB2 – Act on escalations as required through liaison with Local Authority Zone Engineers
SLA ManagementC1 – Oversee Local Authority Performance to ensure response times are met
C
Customer CapabilityCustomer Experience & Strategy
Marketing
Operational Strategy
Customer Contact
Customer Correspondance
Customer Operations SupportOperational Analytics
Billing & Collections
Credit & CollectionsBilling
Payments
Learning & Knowledge Mgmt
Quality & Performance Management
Product Development
Customer Regulation & ComplianceData Strategy
Channel Management & Analysis
Customer Contact2. Customer & issue details are recorded as a contact record
3. A request is initiated to resolve the operational issue in Work Management
A2. Information on incidents or outages is communicated to agents and, where applicable, to customers through IVR, Web and Social Media
A3. If further calls are related to initial issue , they are linked to the existing request.
13. Customer contact is closed with work order status details and customer contacted where applicable
Customer Administration
Complaints Management
Meter Data Management
Business Change
Vendor Management
E
B
A
D
F
GH
Customer Operational Response January 2014
Functional Activity Overview Service Level
Agreements
Technology
Target Process Model
L6 Process Name : X.X.X.X.X – Create Premise Process Owner: Parent Process Name: X.X.X – Manage Premise Signed off by: Signed off Date:
CS
RT
rigg
er
L5_Manage Premises
Open Premise Management Function & Search for Premise
CC&B
Premise Exists?
Populate ‘Main’ Premise Data
CC&B
END
Populate ‘Miscellaneous’ Premise
Data
CC&B
Populate ‘Geographic’ Service Point Data (MPRN / GPRN)
CC&B
Service to be Added at
this time?
Handle Siteworks / Field Work Requests
Additional Service
Points to be Created?
Search for Gas Point Details within Extranet
Extranet
No
No
Yes No
Yes
Yes
Search for Gas Point Details within Extranet
Extranet
Protocols
Work instructions policy and procedures
System Landscape
System Design and solution blueprints
Functional Specifications
System build
System test
KPIs
Data
Metrics
Security and access
Irish Water systems
Syclo Work ManagerMaximo Syclo Inventory Manager
GIS (Geographical Information System)Primavara P6 / PCMClick
SCADA IntegrationOracle eBusinessECM (Enterprise Content Management)
Customer Care & Billing
Customer Web Meter Data Management
Used to plan and record work. holds the “master” of the data in relation to assets, jobs in progress etc. Data that is entered into other systems (e.g. Syclo) ends up in
Maximo.
Used to return real time asset and work management data, entered in the field, to
Maximo.
Used for return real time data about materials usage.
Used for scheduling and dispatch of outdoor staff. Used for project and resource
management.
Used to capture, store, manage, retrieve, analyze, and display spatial information ,
and then support complex modelling, analysis and decision making. Provides
very precise location of assets.
Used for organising and storing Irish Water documents.
Used to manage finances and support procurement.
SCADA (Supervisory Control and Data Acquisition) monitors the safety of the assets and raises an alarm when issued
present.
Used by the contact centre to manage all customer contact. It will also be used to
manage the production of bills and revenue collection from customers.
Provides information about Irish Water and its goals and objectives. The website will continue to grow with new content being
added on a regular basis to ensure that all information is accurate and up to date and
relevant.
Used for long term storage of data collected from meter reads. Validates this
data and then makes it available to the billing system.
A Self Funding Utility
Change Attitudes & Behaviours
Towards Water
‘Effective’ Control of Assets & Operations
IRISH WATER TODAY
The aim is for Irish Water to be a self funding entity with two streams of investment over time – one from bill paying customers and the other from market funding.
CAPITAL INVESTMENT
Funding from the Markets
Customers Paying Bills
REVENUE1 2
Irish Water – A Self Funding Utility
Priorities for future investment
Drinking Water Quality: Ensuring safe drinking water for all
Drinking Water Capacity: Reducing leakage and conserving water
Wastewater Treatment Compliance: Including a sufficient capacity for wastewater treatment and ensuring compliance with environmental standards
Wastewater Capacity : Ensuring long-term sustainable capacity
Planned Asset Improvement Schemes: Reducing running costs through improved efficiencies and upgraded assets
Development Capacity Schemes: Enabling new development and connections
Milestones to come in 2014 – TariffApril
Domestic and Non-Domestic Tariff Structure - Consultation
Connection Charging Policy (- Consultation
Water Customer Handbook - Consultation
June Water Charges Plan - Consultation
July Water Customer Handbook (decision)
August
Water Charges Plan (decision)
October
Liability for domestic billing commences
January 2015
First bills issued to customers
Irish Water will be central to the delivery of five key benefits
Water Consumption & CSL
Network Leakage
Sewer Flooding
Wastewater Discharge Compliance
Energy Efficiency & GHG Emissions
Water Sustainability
Water Services Employment
Water Restrictions
Water Pressure
Unplanned Interruptions
Turbidity, Colour, Taste, Odour
Customer Contact Experience
Complaints Experience
Service Request Experience
Billing & Payments Experience
Connections Experience
Public Health
Public Safety
Employee Health & Safety
Operating cost efficiencies
Capital cost efficiencies
Net revenue recovery
Sustainable financing and funding model
Water Quality Compliance (Microbiological)
Risk Reduction
Conclusion
Irish Water16
Irish Water on track to deliver the key milestones in one of the largest reform projects in the history of the Irish State