Doing More With Less & Thriving

Transcription

1 Doing More With Less & Thriving TPPA ANNUAL MEETING Presented by: Lisa Vedder July 2014

2 Meeting Agenda > Overview > Attributes Framework > Key Performance Indicators (KPIs) > Drill Down From/Roll Up to Framework > Sample Attribute Framework Results > External Benchmarking Comparators > Wrap Up 2

3 Leidos: Our Engineering Legacy 3

4 Welcome

5 Project Understanding METHODOLOGY Decide what to investigate Define audit parameters Conduct the investigation POINTS OF REFERENCE INTERNAL Compare performance to self over time EXTERNAL Compare performance to other municipals and industry best-in-class Review results Allow results to inform subsequent iterations 5

6 Approach > Audit Parameters > Programmatic Areas > Comparators > Attributes Framework > Key Performance Indicators > Onsite Interviews > KPI Workshops > Industry Research ATTRIBUTES FRAMEWORK A UNIFORM SYSTEMATIC TRANSPARENT TRANSFERABLE means to consider performance across disparate departments using dashboard scores. > Benchmarking 6

7 Attributes Framework > Eleven Attributes > Key Performance Indicators (KPIs) defined by attribute KPI results converted to dashboard ratings Green Achieving goals Yellow Off target but on track Red Attention required 7

8 Attributes Framework Safety Customer Satisfaction Employee and Leadership Development Stakeholder Understanding and Support Resource Adequacy Key Attributes of an Effectively Managed Organization Operational Optimization Financial Viability Community Sustainability Infrastructure Stability Operational Strength Product Quality 8

9 Attributes Framework Attribute PRODUCT QUALITY CUSTOMER SATISFACTION EMPLOYEE AND LEADERSHIP DEVELOPMENT OPERATIONAL OPTIMIZATION Description Exceeds customers expectations by providing competitive, reliable and efficient rates while maintaining compliance with regulatory and reliability requirements and meeting customer, public health, and ecological needs. Provides reliable, responsive, and affordable services in line with explicit, customer-accepted service levels. Receives timely customer feedback to maintain responsiveness to customer needs and emergencies. Recruits and retains a workforce that is competent, motivated, adaptive, and safe-working. Establishes a participatory, collaborative organization dedicated to continual learning and improvement. Ensures employee institutional knowledge is retained and improved upon over time. Provides a focus on and emphasizes opportunities for professional and leadership development and strives to create an integrated and well-coordinated senior leadership team. Ensures ongoing, timely, cost-effective, reliable, and sustainable performance improvements in all facets of its operations. Minimizes resource use, loss, and impacts from day-to-day operations. Maintains awareness of information and operational technology developments to anticipate and support timely adoption of improvements. 9

10 Attributes Framework Attribute FINANCIAL VIABILITY INFRASTRUCTURE STABILITY OPERATIONAL STRENGTH COMMUNITY SUSTAINABILITY Description Understands the full life-cycle cost of the Department and establishes and maintains an effective balance between long-term debt, asset values, operations and maintenance expenditures, and operating revenues. Understands the condition of and costs associated with critical infrastructure assets. Maintains and enhances assets over the long-term at the lowest possible life-cycle cost and acceptable risk. Repair efforts are coordinated within the community to minimize disruptions. Ensures that leadership and staff work together to anticipate and avoid problems. Proactively identifies, assesses, establishes tolerance levels for, and effectively manages a full range of business risks (including legal, regulatory, financial, environmental, safety, security, and natural disasterrelated) in a proactive way. Is explicitly cognizant of and attentive to the impacts its decisions have on current and long-term future community health and welfare. Manages operations, infrastructure, and investments to protect, restore, and enhance the natural environment; efficiently uses water and energy resources; promotes economic vitality; and engenders overall community improvement. Explicitly considers a variety of pollution prevention as part of an overall strategy to maintain and enhance ecological and community sustainability. 10

11 Attributes Framework Attribute RESOURCE ADEQUACY STAKEHOLDER UNDERSTANDING & SUPPORT SAFETY Description Ensures resource availability consistent with current and future customer needs through long-term resource supply and demand analysis, conservation, and public education. Engenders understanding and support from oversight bodies, community interests, and regulatory bodies for service levels, operating budgets, and capital improvement programs. Actively involves stakeholders in the decisions that will affect them. Creates a culture wherein safety is integral to every aspect of operations. Ensures that all employees are adequately trained to mitigate and manage the typical hazards associated with their sphere of responsibility and operating environment. Actively promotes safety and applies the resources necessary to establish a working environment in which hazards are mitigated and managed to a reasonable degree. 11

12 Drill Down From/Roll Up to Dashboard What is our Goal? Performance Evaluation Standard/Criteria Operating Processes & Procedures KPIs ATTRIBUTE: Product Quality Number of water complaints per month by category Aquifer protection, APP, FOG Water complaints by category (color, odor, taste, chemistry, etc.) High-quality drinking water 12

13 Sample Attribute Result Attribute Customer Satisfaction KPI RE Actual RE Target KPI Dashboard Result Weight Billing Accuracy % Customer Rate Advantage Customer Satisfaction Outage Duration (SAIDI) Outage Frequency (SAIFI) Response time to unplanned outages 13% 15% 16.67% 97% 95% 16.67% % % % Overall Attribute Result 13

14 Sample Dashboard Results PROGRAM AREA Product Quality Customer Satisfaction Employee Leadership & Development Operational Optimization Financial Viability Infrastructure Stability Operational Strength Community Sustainability Resource Adequacy Stakeholder Understanding & Support Safety Administration Engineering Maintenance Fleet Departmental Results Achieving Goals Off Target on Track Attention Required Data Not Yet Available No KPI Defined 14

15 Sample Attribute Attribute Description Components KPI Customer Satisfaction Provides reliable, responsive, and affordable services in line with explicit, customeraccepted service levels. Receives timely customer feedback to maintain responsiveness to customer needs and emergencies. > Provides reliable, responsive, and affordable services. > Receives timely customer feedback. > Responsive to customer needs and emergencies. > Customer complaints > Customer service delivery > Customer satisfaction 15

16 Q&A 16

17 Leidos Point of Contact Lisa Vedder, MPA, CIA PROJECT MANAGER 1000 Legion Place Suite 1100 Orlando, FL Visit us at 17