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). The 25 KPIs will make a good starting point for the development of a performance management system, but before we look at the list I would like to express an important warning: Don't just pick all 25 - You probably don't need or indeed should have all 25 KPIs. In the case of Uganda, the institutional framework for rural water supply draws upon data from 112 districts. This transition is important because reactive work costs four-six times more than planned and scheduled work. 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. On the flip side of facility management KPIs are building-facing metrics. In the case of the Phnom Penh Water Supply Authority (PPWSA), there was a major turnaround from 1993 to 2006. 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. 286–98). ITIL v3 Suggested Change Management KPIs At ITILnews.com we are committed to providing value to the Service Management marketplace. (http://www.minecofin.gov.rw/fileadmin/templates/documents/sector_strategic_plan/Energy_SSP_June_2013.pdf). 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. 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. For urban areas, the National Water and Sewerage Company (NWSC) utilized KPIs for setting targets and rewards for the managers of local water systems. These illustrate how a limited number of KPIs can be useful for analyzing patterns across countries and regions over time. It should be inclusive so that key stakeholders are represented and all voices are heard. See http://www.nwasco.org.zm/jdownloads/Publications/Urban%20and%20Peri-Urban%20WSS%20Sector%20Reports/sector_report_2014.pdf (p. 4). Eliminate information silos: Information is power—organizations are riddled with silos and little potentates who view themselves as gatekeepers. The best KPIs for any organization are those associated with the performance criteria most important to that organization. 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. Before the KPI initiative, many operators were providing public transportation with cars and buses in poor condition. No matter how inefficient current sector performance is, someone (or a group) is benefiting from them; change is never painless. Threshold, or the measure of KPIs , is indicative of the … This is sometimes called “naming and shaming,” but is more appropriately identified as public reports on infrastructure performance. 2. In ITIL v3, change management metrics examples include t… Key Performance Indicators (KPIs) for the Service Transition processes from the ITIL Process Map. However, the steps are similar to those identified here. 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. Benchmarking Water Services: Guiding Water Utilities to Excellence, 2010, London: International Water Association. 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. Additionally, managers and regulators should have access to the following: These basic organizational records provide the “raw material” for constructing KPIs. 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. 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. Gather raw data for yardstick comparisons: This stage involves the selection of the appropriate comparison group of companies or standards. KPIs for Fragile States - What are the Key Performance Indicators (KPIs) for evaluating sector performance and how can they be used effectively by regulators? Incentives include high staff salaries and bonuses for high performance. ITIL KPIs Project Management (Transition Planning and Support) Key Performance Indicator (KPI) Definition Number of Projects Number of major release rollouts under the control of Project Management; Percentage of Projects with Project Charters For example, nonrevenue water was reduced from 72 percent in 1996 to six percent in 2010, and staff per 1,000 connections was reduced from 22 to three during that period. This FAQ should be read in conjunction with the related FAQ on nations in Crisis and in the Rebuild and Reform Stage. [, 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. One of the most important ways of achieving both of these is by using key performance indicators (KPIs) to monitor project progress. [. Quality KPI monitoring is often an effective activity to providing a balanced scorecard in project management, throughout the life-cycle of a project. Inappropriate design of incentives that focus on specific KPIs can harm overall performance (in terms of efficiency and service quality) to the extent that excessive resources are devoted to achieving a specific indicator. The government company (ONATRACOM) providing public transportation did not have enough buses to cover all areas, and private companies could not get loans to buy new buses. This KPI measures whether your organization is stuck in a culture of reactive maintenance or is moving toward world-class or high-performance maintenance. KPIs specify what is measured and assessment techniques detail how and when it will be measured. Ultimately, however, individuals move the situation forward. 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. 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. We use change management KPI metrics, that’s how. The transition from raw data to operational metric requires the process parameter provide critical insight into process performance and provide the basis for process control and improvement. (For nations that are in the Transition and Transformation stages). Develop policy implications: Explore potential determinants of inefficiencies so foundations for future initiatives can be laid. 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. It is calculated by dividing the benefit by the cost of the investment and is then expressed as a percentage or a ratio. (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/. Managers should aim for 20-30 percent of completed work being reactive. . The points developed in this FAQ support the creation of a separate body for assuming leadership for the development of KPIs for operators. In particular, domestic politics can limit the effectiveness of regulatory institutions. Metrics is a quantifiable measure that allow businesses to define and track the success of a product or a business activity. Customers have access to information about the utility’s activities, finances and performance. So how do you know when change management is really working? [, The service is provided cost-effectively; that is, resources are used both effectively and efficiently. The DANUBIS water platform facilitates networking and sharing of data in the Danube region (http://www.danubis.org/). Metrics, KPI’s and actionable information 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. But don’t take our work for it, … 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. 2.1 . During the awards ceremony, all media were invited to a dinner gala to ensure coverage, and the winner was awarded a medal along with one year of publicity on the RURA website (http://www.rura.rw/fileadmin/docs/CITY_CENTER_2014.jpg). Similarly, comprehensive approaches are required for energy, transport and telecommunications. A leadership team can address the concerns of special interests while maintaining some distance from groups that are negatively affected by transparency, changes in organizational cultures, and improved sector performance. This article provides those of you responsible for Change Management with a suggested set of Key Performance Indicators (KPIs) that you can utilize. Efficiency measures—How do you measure the efficiency of service provision? Administration: Evaluating formal structures of organizations, key staff availability, and motivation and professionalism of staff. It may be that tankers continue to play a major role in the provision of water for some period of time. Be aware that the value for Mean Time Between Failures (MTBF) includes only operational time, not repair or outage time. Key performance indicators (KPI) are values that every business can measure and track – values that show the effectiveness of your performance as an organization toward your business objectives. 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. 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. Those monitoring larger operators should do the following: Cases: Use of KPIs by Service Providers and Regulators. Similarly, regulators need the professional support that enables them to characterize the financial sustainability of current operations: http://regulationbodyofknowledge.org/financial-analysis/. Performance incentives—How can regulators encourage improvements in specific dimensions of performance? Generally, by the time any organization begins to realize the benefits from outsourcing, the Transition manager may no longer be involved. Operating statistics (number of workers, number of customers, reliability, service quality, etc.). (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. --   COBIT® is a registered trademark of ISACA. Accounting, auditing and reporting procedures are given some attention. 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. KPI Library is a community for performance management professionals. This FAQ focuses only on KPIs and basic performance benchmarking, but more technical quantitative methods are applied in many regulatory jurisdictions. Using KPIs: an Example. Power Grid Corporation India (PGCI) assumed the management of the Ethiopian Electric Service (EES) on a two-and-a-half-year contract that requires PGCI to carry out power feasibility studies to determine the highest-needed voltage-power capacities of transmission lines. Organizational Objective: to reduce the number of dissatisfied customers by 25 percent. Allocate leadership responsibilities: Within the guiding coalition, there needs to be agreement regarding which members will serve as external spokespersons for the group. Managers need to understand how these different reports capture the cumulative and annual inflows into and outflows from the firm. Organizational KPI: the number of customer complaints that remain … Rewards for cost containment—What incentives should a regulator introduce in order to promote cost containment? Service transition ensured by transition planning, -support and project management . The most complete project management glossary for professional project managers. This requires strong political will, a strong security system, and institutions, and may, therefore, be more appropriate for countries in the Transformation stage. 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. 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. Institutional responsibilities and 10 “golden indicators” are outlined in http://www.slideshare.net/ircuser/2-ssozi-uganda. Also see http://www.rura.rw/fileadmin/docs/CITY_CENTER_2014.jpg and http://www.rura.rw/fileadmin/docs/OMEGA_2014.jpg. 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. Implementation of Project Management . Such behavior is destructive to organizational success. However, it is important to create a measurement framework that enables assessment of the offshore team. Finally, participation by affected parties (special interests) can be achieved through public hearings, public consultation processes, workshops and consumer advisory boards. Unless current management information systems are thoroughly flawed, data collection should draw upon existing definitions and procedures, with the goal of improving procedures. 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. Read the story behind Itransition’s KPI software development project to automate a major Oil & Gas company’s performance tracking and reporting. Furthermore, one person cannot do everything. Project management guide on CheckyKey.com. The guiding coalition was spearheaded by the company general director, Ek Sonn Chan. 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