1. ADSSC Partners and Stakeholders
Management Programme - PSMP
Presentation @
Department of Transport
Sharing Success Summit
10th June 2012
by
Zillay Ahmed, ADSSC

2. ADSSC Background and Service Delivery Model
Established in June 2005.
Owned by the Government
of Abu Dhabi
Sewer tunnel project
Over US $ 6 billion (STEP); 41 kms length,
Capital Investment up to 5.5 m in diameter,
Projects (CIP) in commissioning planned
progress for 2014, with capacity to
handle 1.6 million cubic
meters by 2030
ADSSC currently 510 employees
services 1.3 million work at
inhabitants, after ADSSC. O & M
completion of its CIP is 100 %
will serve a population outsourced
base of 1.7 million

3. ADSSC Assets
3

4. PSMP linkage to ADSSC Strategy Map 2011-2015
What’s our
ADSSC Whole of Government Outcomes:
contribution to
Reliable, secure, safe and cost effective provision of sewerage Sewerage network that complies with environmental regulations and
AD Vision? services standards
Why do we Our Mission: “To achieve excellence in the provision of high quality, cost effective, safe and environmentally compliant sewerage
exist? services in the Emirate of Abu Dhabi.”
What “Value” do V1: Increase efficiency of ADSSC V2: Ensure Customer Satisfaction
we need to Stakeholder
deliver during
the next 5
Collaboration
years? Service Delivery theme and 4- Customer Focus
I1: Effectively manage priorities
overloaded asset base
I4: Improve management of I5: Enhance domestic
Where should Trade Effluent customers customer service
we focus our I2: Strengthen value-added I3: Realistic planning and
partnerships with suppliers,
efforts in order contractors and consultants efficient delivery of CAPEX
to deliver this
Value?
External Stakeholder Collaboration
I6: Ensure regulatory compliance I7: Enhance co-ordination with developers I8: Ensure alignment and co-ordination
with relevant governmental entities
What will
enable us to Organisational Excellence
execute all E1: Attract qualified & E2: Motivate & retain E3: Ensure complete IT E4: Enhance E5: Implement best-
these experienced staff human capital segregation from ADWEA communication practice frameworks
capabilities
challenges?
www.adssc.ae  4

5. PSMP linkage to ADSSC Strategy Map 2012-2016
What’s our ADSSC Whole of Government Outcomes:
contribution to
Reliable, secure, safe and cost effective provision of sewerage Sewerage network that complies with environmental regulations
AD Vision? services and standards
Why do we
exist? Vision: “To be recognized by communities, businesses and Mission: “To achieve excellence in the provision of high quality,
regulators as a world leader in the provision of sewerage services by cost effective, safe and environmentally compliant sewerage
2020” services in the Emirate of Abu Dhabi.”
What “Value” do
we need to
deliver during Stakeholder
the next 5 V1: Enhance Cost Efficiency V2: Ensure Customer Satisfaction
years?
Collaboration
theme and 2-
priorities
Service Delivery Customer Focus
Where
should we I1: Manage Overloaded Asset
I2: Plan and Deliver CAPEX
I3: Facilitate Implementation of I4: Facilitate Transition
focus our Base Trade Effluent Regulations Towards Tariff Regime
efforts in
order to
deliver this
Value?
External Stakeholder Collaboration
I5: Comply with Regulatory Requirements I6: Coordinate and Collaborate with External Stakeholders
What will
Organizational Excellence
enable us to
execute all E2: Deploy technology enablement E3: Implement Best-Practice Frameworks
E1: Attract, Motivate & Retain Human Capital
these
challenges?
www.adssc.ae  5

6. What is PSMP?
ADSSC Partners & Stakeholders Management Program reviews & improves:
• Relationship
• Engagement
• Management
• Satisfaction
PSMP focuses on ADSSC stakeholders, including:
• Contractors
• Consultants
• Government entities
• Developers
• Suppliers
PSMP excludes the following stakeholders, included under separate initiatives:
• Employees
• Customers
6

7. Why PSMP?
Strategic Planning framework mandated by Abu Dhabi Executive Council includes:
• Strategic Stakeholder Mapping
• Stakeholder Needs Analysis
• Stakeholder Interactions
Abu Dhabi Government Excellence Award (EFQM model) stresses on Stakeholder:
• Engagement
• Consultation
• Partnerships
• Technological collaboration
Abu Dhabi Executive Council Performance Management Framework includes:
• Whole-of-Government Outcomes
• Inter-dependencies & Inter-linkages
• Alignment with Abu Dhabi Vision
7

8. How did we proceed?
Internal Assessment, Planning and Actions:
• Stakeholder Prioritization
• Verification of process interfaces and touch points
• Review of existing procedures, forms, technology deployment
• Design of Stakeholder customized questionnaire
• Issuance of participation invitation via MD office
Engagement Options:
• 1-2-1
• Focus Groups
Outcomes and Next Steps:
• Communication (3-iterations)
• Internal Improvement Projects
• Integration with ADSSC Strategic Planning and Performance Management
Scorecards
8

9. ADSSC PSMP Framework
• Participation invitation by MD
• 1-2-2 interviews
• Focus group sessions
• Report back via formal MD letter
Engagement
• Identification of concerns &
• Structured interview Q &A
process improvement
• Tailored surveys
opportunities • Objective analysis
• Action planning
• Implementation
Satisfaction
Stakeholder Perceptions
1. Slow response time and
decision making
2. Lack of empowerment
3. Slow and inefficient
communication
Why do /don’t you
agree?
Agree, this was the case
when we were apart of
ADWEA (in the MOUs)
Don’t agree regarding
internal empowerment –
feel this is a legacy issue
from ADWEA
Yes, this is an existing
problem. Communication
channels and procedure is
What should be done by ADSSC?
We are appointing our legal advisor to
review all MOUs and revisit the IDAs
(removing Power and Water). Consider
communicating this to Developers
As above
Clearly indicate the required protocol
(e.g., use overseeing consultants)
Who should do it?
Assets
Assets
Business Support
When should it be
done?
Already underway
Already underway
Immediately – quick
win
Rank
3
3
1
Relationship PSMP
not clear . Responses tend Clear contact points on website (query)
to be reactive (query
specific) Implement strong reception system
4. No clear contact point As above As above Business Support Immediately - next 3 1
months
5. Stakeholder not clear on No need to know internal Clearly communicate relevant points of Business Support Immediately - next 3 1
ADSSC internal roles and roles as long as contact contact months
responsibilities points are clearly identified
6. Limited / no availability of TSE Agree that this is a concern A letter has been sent to all developers Assets Already underway 2
but this is something that is communicating that a Higher
out of our hands Committee for Water & Agricultural
Strategy is deciding on the correct policy
and use
Continue to keep developers updated on
status
Management • Contractual Ts’ & Cs’
• SLAs
• Technological interface
• Partnership opportunities
www.adssc.ae  9

10. PSMP – Comparison between 2-cycles
2010 2011
Approach : Approach :
Launch of the programme Enhanced approach with increased number of
participants (64)
1-2-1 interviews with selected stakeholders (18) Customized surveys & analysis for each stakeholder
group
Workshop conducted to identify areas of improvement
Open discussions in focus group setting
Action plans implementation Execution & monitoring framework for actions to be
taken
Participants
Government
Developers, 3 Entities, 5
Contractors, 5
Consultants, 5
www.adssc.ae  10

11. PSMP – Cycle 1 2010
Project initiated in January 2010 and completed in April 2010
Interviews Workshops Management Action Plans
Presentation
2010 Approach
• Eighteen 1-2-1 • Workshops were • Feedback • An implementation
interviews were conducted to presentation framework has
done with understand was made to been developed
stakeholders stakeholders’ Management of along with the
from all perception and ADSSC relevant Action
identified to identify areas Plans
strategic requiring change
stakeholder
groups
2010 External Stakeholders Feedback
• An acknowledgment of the continuous efforts made to Areas of improvement were mostly focused on the
improve the partnership between ADSSC and O&M following :
Contractors.
• ADSSC communication and reporting lines were seen to be • Contract terms and conditions
defined and clear. • Scoping
• Transparency and access to higher management is seen • Bid bonds
to be amongst the positive attributes resulting in higher • Variation orders
satisfaction results. • HSE
www.adssc.ae  11

12. PSMP – Cycle 1 2010 – Outcomes
All areas of concern were addressed and reported back to stakeholders
Rank Identified Issue Action Taken
1 Contract monitoring and • New O & M contracts are performance based, with specific HSE KPIs’
implementation on-site
• Effective implementation of an Integrated Management System (IMS)
2 HSE culture resulted in achievement of the ADSSC IMS Certification in May 2010
• HSE Specialist has been brought on-board
3 Contracts Ts’ & Cs’ • New contracts are performance based
•Terms and conditions aligned to FIDIC
Variations Management • End-to-end process review and re-design
4
and timelines
5 Sharing of Bid Outcomes • Relevant policy review is under consideration (changed in 2012)
www.adssc.ae  12

13. PSMP – Cycle II Details
Stakeholders Involvement – 64 external organizations:
• 18 Government entities
• 8 Developers
• 14 Suppliers
• 12 Contractors (Projects)
• 5 Contractors (O & M)
• 7 Consultants
Engagement Method:
• Customized questionnaire
• 6 Focus Groups (1-2 guests invited from each stakeholder entity)
Focus Group details:
• ADSSC MD, Executive Management team and relevant staff attended
• Survey results presented
• Discussion and lunch
 13

14. ADSSC PSMP Cycle II – Government Entities
www.adssc.ae  14

15. ADSSC PSMP Cycle II - Developers
ADSSC PSMP Cycle II – O&M Contractors
General Construction Comp.
ADSSC PSMP Cycle II – Consultants
Additionally 14 Suppliers
participated, representing the full
spectrum, in terms of volume of
business and strategic importance for
ADSSC
www.adssc.ae  15

16. PSMP – Cycle II Questionnaire Design
SECTIONS
SECTION 3 SECTION 4
1&2
• Frequency of Interaction • Overall Satisfaction on General • Overall Satisfaction on
• Perception of ADSSC: Issues: Technical Issues:
− Professionalism − Quality and Timeliness of − The Bidding Process
− Social Responsibility Communication Material − Contractual Terms and
− Technology − Professionalism, Knowledge and Conditions
− Service Delivery Responsiveness of ADSSC − On-Site Coordination
− Bureaucracy Personnel − Integrated Management
− Responsiveness − Clarity of Communication Channel System
− Leadership − Contribution to Government − The Handover Process
− Values Outcomes − The Variation Process
− Frequency of interaction − The Payment Process
www.adssc.ae  16

17. Feedback Review and Analysis – typical example
Based on the results of the survey … … we’ve built a “heat map” of the technical aspects
of the interaction between ADSSC & the Consultants
to identify major improvement areas:
Higher Satisfaction Rates
LEGEND:
Moderate Satisfaction Rates High Moderate Areas to
Satisfaction Satisfaction improve
Lower Satisfaction Rates
www.adssc.ae  17

18. PSMP – Cycle II Outcomes
Four Improvement Projects identified, related to:
• Bidding
• Consultant Effectiveness
• Internal Divisional Coordination
• Handover
What was done:
• Internal multi-divisional teams formed
• Maximum 6-month timeline per team
• 4 concurrent projects
• Monthly update to Management
• Feedback to stakeholders at PSMP Cycle III planned for October 2012
PSMP Cycle III Options:
• Repeat Cycle I or II methodology
• Do collective Focus Group
• Invite relevant stakeholders in joint session/s  18

19. PSMP – Tips for Success
Design and Planning stage:
• Drill down to smallest details
• Ensure that stakeholder selection is representative of the group
• Develop interview/survey methodology in coordination with relevant internal divisions
• Leave 6-7 weeks window for receipt of participants feedback (reminders @W3/4/5)
Interaction stage:
• Prepare well and stick to schedule
• Brief executive management team prior to meeting
• Deploy professional facilitation during workshop as interactions can get messy
• Recognize / reward stakeholders
Analysis and Report back stage:
• Capture all discussion notes
• Communicate your action plans to stakeholders
• Engage executive management in periodic review of agreed action plans / outcomes
 19

20. ADSSC PSMP Focus Groups in Session
www.adssc.ae  20

21. Appreciation Certificates
www.adssc.ae  21

22. ADSSC Organizational Excellence –
Sharing Best Practice Sessions
1. Western Region Development Council (WRDC) – March 2012 @ADSSC
2. DU Telecom – February 2012 @ADSSC
3. Regulation & Supervision Bureau (RSB) Abu Dhabi – January 2012 @ADSSC
4. Roads & Transport Authority Dubai (RTA) – June 2011 @ADSSC
5. Region of Peel, Mississauga, Canada - February 2011
6. Abu Dhabi Distribution Company – November 2010, at ADDC Head Office
7. Calgary Water, City of Calgary, Canada – October 2010
8. ETISALAT – October 2010 @ADSSC
9. Department of Transport (DoT) Abu Dhabi – July 2010 @ADSSC
 22

23. ADSSC Organizational Excellence –
Presentations and Publications
1. “ADSSC Partners and Stakeholders Management Programme – PSMP”
presentation at DoT Abu Dhabi Sharing Success Forum, June 2012, Abu Dhabi
2. “ADSSC Partners and Stakeholders Management Programme - PSMP”
presentation at Palladium Round Table Workshops in May 2012, Abu Dhabi
3. “Organizational Excellence @ ADSSC: An integrated Approach” paper
presentation at Balanced Scorecard Forum in April 2012, Dubai
4. “A Practical Guide to Performance Benchmarking” workshop (full-day) presentation
at Balanced Scorecard Forum in April 2012, Dubai
5. “Benchmarking UAE Style” paper presentation at 6th International Benchmarking
Conference, March 2012, Dubai
6. “International Innovation: Globally Leveraging a Canadian Best Practice” paper
published in American Public Works Association (APWA), June 2011 issue
 23

24. ADSSC Organizational Excellence –
Presentations and Publications
7. “Benchmarking Sewerage Services in Abu Dhabi” paper published in IWA Utility
Water Management International, June 2011 issue
8. “Strategic Performance Management @ ADSSC” paper presentation at NWWBI
Conference in Banff, Canada, April 2011
9. “Risk Management @ADSSS” paper presentation at MENA ERM conference in April
2011, Dubai
10. “ADSSC ARP Case Study” paper published by QPR in April 2011
11. “Using Process Benchmarking to Leverage Best Practices in the Establishment
of a Functional and Dynamic Balanced Scorecard-based Performance
Measurement System” paper presentation at IWA Benchmarking Conference,
Valencia, Spain – January 2011
12. “Rapid Growth – an Abu Dhabi Perspective” paper presentation at WSAA
Conference in Sydney, Australia – October 2008  24

25. Thank you.
 25