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. However, it is important to create a measurement framework that enables assessment of the offshore team. In the case of Uganda, the institutional framework for rural water supply draws upon data from 112 districts. In the case of the Phnom Penh Water Supply Authority (PPWSA), there was a major turnaround from 1993 to 2006. Thompson, L. S. and H. Bente. 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. The related FAQ establishes concepts useful for identifying the most important KPIs and for creating information systems that enable regulators to monitor, evaluate and incentivize infrastructure operators. Such representation will enhance the acceptability of their work. Similarly, regulators need the professional support that enables them to characterize the financial sustainability of current operations: http://regulationbodyofknowledge.org/financial-analysis/. KPI Library is a community for performance management professionals. Typically is expressed in term… In your case, KPI's will center around the progress being made in migrating your users onto Windows 10, Office 365, a new hardware fleet and so on, and we will explore today which in particular you should be tracking and using to measure success. This article provides those of you responsible for Change Management with a suggested set of Key Performance Indicators (KPIs) that you can utilize. This implies relatively high-level support from some powerful political figures. In addition, social cohesion is greater, leading to a citizenry that has more trust in those organizations delivering services and those agencies providing oversight. Asset registries (installation date, capacity, location and maintenance records); Business plans (with targets and descriptions of managerial incentives for meeting those targets); and. This is particularly relevant for countries in the Transformation stage. See the Related FAQ on dealing with data issues at the Transition and Transformation stages. The World Bank Group has identified 10 dimensions of performance for the provision of water in “Possibilities and Limits of Urban Water Utilities in Africa Serving the Poor” (World Bank, forthcoming): Parallel indicators for sewerage can also be utilized. . Quality KPI monitoring is often an effective activity to providing a balanced scorecard in project management, throughout the life-cycle of a project. Incentives for improved performance—How can a regulator develop incentive to discourage energy/water losses? It may be that tankers continue to play a major role in the provision of water for some period of time. The most complete project management glossary for professional project managers. Read the story behind Itransition’s KPI software development project to automate a major Oil & Gas company’s performance tracking and reporting. 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. Note that the regulatory system goes beyond the regulatory agency and the service provider. 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. The framework facilitates harmonization of national objectives with donor support. This page was last edited on 15 June 2019, at 18:27. Customers have access to information about the utility’s activities, finances and performance. (http://addisstandard.com/ethiopia-splits-state-owned-giant-public-utility-into-two/), Transformation Stage: Case of Rwanda: The Energy Sector Strategic Plan for Rwanda includes a large section on monitoring and evaluation, whereby an energy-sector working group and a number of other stakeholders provide opportunities for collaboration and cooperation. 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. Read now! Incentives include high staff salaries and bonuses for high performance. They’re not able to work efficiently or productively, and they’re dissatisfied with the workplace—or worse, the company itself. 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. Customer Care: Checks on cleanliness in the working area; display of customer information, including tariff and departure schedules; having waiting chairs for vulnerable clients; having a suggestion box; having a security officer; level of ICT usage; customer-care cycle (for reception, boarding and exit); and washrooms. WWRO is able to evaluate performance and set targets for each utility based on data on water quality (percentage passing bacteriological tests and physical-chemical tests), water pressure, continuity of supply (24/7), pipe bursts, nonrevenue water, service coverage, percentage with meters, complaints, volume and value of water sales, unit costs (operations plus capital maintenance), investments, and other indicators. 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. Established in 2004, it has worked with the operators’ association and other stakeholders to utilize KPIs to set tariffs and enforce compliance with service standards. This KPI measures whether your organization is stuck in a culture of reactive maintenance or is moving toward world-class or high-performance maintenance. Promoting investments—How can regulatory incentives be introduced to promote investment? 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. Targets for Fragile States - How should performance targets be set, and how can performance be monitored when there is limited data availability and/or the quality of the data is uncertain? 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. Case of Uganda: This case illustrates the value of geographic (or divisional) data collection. Mugisha, S., and S. Berg, “State-Owned Enterprises: NWSC’s Turnaround in Uganda,” African Development Review 20 (2): 305–34, 2008. ISO/IEC 20000® is a registered trademark of ISO. Use KPI Library to search for Key Performance Indicators by process and industry, ask help or advice, and read articles written by independent experts. Establishing what these should be for your organization doesn’t mean that you necessarily have to get creative and reinvent the wheel. It is calculated by dividing the benefit by the cost of the investment and is then expressed as a percentage or a ratio. People get enough water to at least meet basic health requirements. Seek public comments and promote stakeholder awareness: Such a campaign, with media assistance, promotes improvements in utility operations. 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. As was emphasized in the FAQ on information, such data will be captured in advanced information systems maintained by well-performing organizations. Challenges of incentive regulation—What are the key challenges that need to be addressed when introducing incentives? 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. Metrics is a quantifiable measure that allow businesses to define and track the success of a product or a business activity. The water supplied is safe to drink (potable), with appropriate sampling, testing, verification and reporting systems in place. --   Microsoft®, Word™, Excel®, SharePoint® and Visio® are registered trademarks of Microsoft Corp. ARIS™ and IDS Scheer are registered trademarks of Software AG. We use change management KPI metrics, that’s how. That information then becomes part of the process for developing realistic business plans for meeting the basic needs of the community. Examination of its annual reports (http://www.wwro-ks.org/English/Publications/AnnualPerfor/RAPORTI_I_PERFORMANCES_2014_ENG.pdf) shows the emphasis on KPIs in making comparisons across the seven regional water companies. [, 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. This KPI is a good way to determine the financial health of your business day-to-day. “Possibilities and Limits of Urban Water Utilities in Africa Serving the Poor” (World Bank, forthcoming), KPIs for Transition/Transformation States – What are the Key Performance Indicators (KPIs) for evaluating sector performance and how can they be used effectively by regulators? See http://www.nwasco.org.zm/jdownloads/Publications/Urban%20and%20Peri-Urban%20WSS%20Sector%20Reports/sector_report_2014.pdf (p. 4). Benchmarking Water Services: Guiding Water Utilities to Excellence, 2010, London: International Water Association. Processes need to be in place to ensure that emergency changes are kept to a minimum and that any technical changes that are made do not negatively impact on IT users. Eliminate information silos: Information is power—organizations are riddled with silos and little potentates who view themselves as gatekeepers. Of course, all of this is contingent upon there being the political will to engage in such an initiative. It constrains sound analyses and elevates personalities and process over performance (actual outcomes). Accounting, auditing and reporting procedures are given some attention. 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. In ITIL v3, change management metrics examples include t… % Admission Rate – a KPI that measures the flow of patients through the facility. Decision makers taking a leadership role in developing and implementing new institutional arrangements and associated incentives for improving performance have been called a guiding coalition. This FAQ focuses only on KPIs and basic performance benchmarking, but more technical quantitative methods are applied in many regulatory jurisdictions. CMMI® and Capability Maturity Model® are registered trademarks of Carnegie Mellon University. Several other public institutions were involved in developing key indicators, with RURA heading the team. Implementation of Project Management . It is important to include stakeholders that are in a position to support, block or blunt reforms that would improve performance. The Body of Knowledge on Infrastructure Regulation shows the links among the three major financial records: income statements, balance sheets and statements of cash flows. 2. Zambia’s water regulator, National Water Supply and Sanitation Council (NWASCO), makes its annual sector reports available on the web on a timely basis. Public Participation - What are the most effective strategies for involving the public in regulatory issues? 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. 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. Perform data analyses: This crucial stage involves the application of methodologies appropriate for answering key questions. The task force defined the criteria in conjunction with public transport operators and collected data. Kpi for project managers. The ranking team included representatives from the ministry in charge of transport, RURA, the public sector, the national police, and the consumer association. Return on investment: This KPI measures the amount of return on an investment comparative to cost of that investment. Assessment techniques provide the mechanism for measuring and evaluating the defined factors to evaluate progress or impact. 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. Such analyses would go beyond the “trend analysis” conducted in more. Organizational Objective: to reduce the number of dissatisfied customers by 25 percent. KPI is a measure used to define and evaluate how successful an organization is. CEO awards are presented by NWASCO, giving visibility to leaders who have achieved strong results. The new system visualizes KPIs in all the business functions, from field operations to HR and finances. [, Water is continuously available, with few supply interruptions of limited duration. 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. Starting to collect data on water quality from the network and tankers provides fundamental information that would otherwise be unavailable. 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. However, the steps are similar to those identified here. Cabrera, E., Jr., P. Dane, S. Haskins, and H. Theuretzbacher-Fritz. Unless current management information systems are thoroughly flawed, data collection should draw upon existing definitions and procedures, with the goal of improving procedures. (For nations that are in the Crisis or Rebuild and Reform stages), KPIs for Transition/Transformation States - What are the Key Performance Indicators (KPIs) for evaluating sector performance and how can they be used effectively by regulators? Such behavior is destructive to organizational success. Prepare follow-up studies as part of the performance review: Benchmarking via. In particular, domestic politics can limit the effectiveness of regulatory institutions. Rewards for cost containment—What incentives should a regulator introduce in order to promote cost containment? It is the way to track and manage the goals of a project through the definition and measurement of its. --   COBIT® is a registered trademark of ISACA. 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. VeriSM™ is a registered trademark of IFDC. See the Related FAQ on dealing with data issues at the Transition and Transformation stages. Compare data sets: Sector statistics need to be compared with national statistics for validation purposes (for example, the related sector ministry may already have a data collection process that focuses on regional or particular technological issues). The Rwanda Utilities Regulatory Authority (RURA) developed a scheme for comparing public transport operators to promote efficiency and effective competition. Transformation Stage: KPIs for Asia and the Pacific: The Asian Development Bank (ADB) reports KPIs for electricity, transport and telecommunications in http://www.adb.org/sites/default/files/publication/30358/ki2013.pdf (pp. For example, focusing on reducing the number of staff per thousand customers could lead to a number of inefficient outcomes: Cases: How Data Collection Helps Decision-makers Set Targets and Design Incentives. Promoting efficiency—To what extent do incentives actually lead to improved efficiency? KPI measures are used for quantifying management objectives. Coverage—How can regulators establish incentives for service expansion? Which KPIs are best? The DANUBIS water platform facilitates networking and sharing of data in the Danube region (http://www.danubis.org/). Efficiency targets—What are reasonable efficiency targets? KPI Library | ITIL Change management. Regulatory Compliance: License renewal met, timely submission of operational reports, timely regulatory fee payments, operation and respect for assigned routes. http://www.adb.org/sites/default/files/publication/30358/ki2013.pdf, http://adb.org/sites/default/files/projdocs/2009/38560-CAM-RRP.pdf, http://www.ppwsa.com.kh/en/index.php?page=sharingthereformprocess, http://addisstandard.com/ethiopia-splits-state-owned-giant-public-utility-into-two/, http://www.minecofin.gov.rw/fileadmin/templates/documents/sector_strategic_plan/Energy_SSP_June_2013.pdf, http://www.nwasco.org.zm/jdownloads/Publications/Urban%20and%20Peri-Urban%20WSS%20Sector%20Reports/sector_report_2014.pdf, http://www.slideshare.net/ircuser/2-ssozi-uganda, https://www.nwsc.co.ug/index.php/about-us/ourprofile, http://www.wwro-ks.org/English/Publications/AnnualPerfor/RAPORTI_I_PERFORMANCES_2014_ENG.pdf. ITIL® Process Map & ITIL® Wiki | Join us! Efficiency measures—How do you measure the efficiency of service provision? Service transition ensured by transition planning, -support and project management . Threshold, or the measure of KPIs , is indicative of the … Well, as is often the case, it depends. When you manage your team with KPIs, you are able to use a TV dashboard to display data in your office all the time, or if you prefer, cut down on the hours spent creating a slide presentation for your weekly meeting, and … But to attract private investments, information is very important to inform investors what the returns commensurate with the associated risks might be. Project management guide on CheckyKey.com. Policies are not self-implementing. Create a focal point for institutional reform: When both operations and oversight are part of the same organization (whether a ministry or municipality), pressure for strong performance is unlikely because reforms represent a public admission that past procedures were inadequate (at best) or corrupt (at worst). Gather raw data for yardstick comparisons: This stage involves the selection of the appropriate comparison group of companies or standards. Develop policy implications: Explore potential determinants of inefficiencies so foundations for future initiatives can be laid. Represent a variety of viewpoints while having a shared vision: The guiding coalition could be very small for a local project or larger for improving the ongoing operations of a utility in the capital city or a set of larger towns. (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/. The best KPIs for any organization are those associated with the performance criteria most important to that organization. In FCSs, decision makers tend to lack basic data on sector characteristics and performance. (For nations that are in the Transition and Transformation stages). This transition is important because reactive work costs four-six times more than planned and scheduled work. Process management requires defining appropriate metrics supporting every level in the enterprise. Define institutional responsibilities and assign individual tasks: Accountability requires that all parties understand their rights and responsibilities, including deadlines for completing specific tasks. 286–98). IB-Net: International Benchmarking Network for Water and Sanitation Utilities, http://www.ib-net.org/. 2.1 . Statements of cash flows (money received and money outflows for a period of time). Number of transition projects in absolute figures; Rate of transition projects with modifications after project start in % Adherence to project schedules in % Adherence to project budgets in % For example, if admissions are decreasing, the organization can increase their marketing budget to draw in more patients, or consolidate staff positions to save money in the meantime. 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