It should be inclusive so that key stakeholders are represented and all voices are heard. Each individual that is part of the guiding coalition generally represents some organization affected by changes in current institutional arrangements. Coverage—How can regulators establish incentives for service expansion? To illustrate the wide range of potential KPIs, consider some of the items identified in Africa’s Power Infrastructure: Investment, Integration, Efficiency report, published in 2011 as a result of the Africa Infrastructure Country Diagnostic (AICD) ( 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. Organizational KPI: the number of customer complaints that remain … The guiding coalition needs to have a shared vision, but the members may have different preferred strategies for meeting objectives. Finally, participation by affected parties (special interests) can be achieved through public hearings, public consultation processes, workshops and consumer advisory boards. As was emphasized in the FAQ on information, such data will be captured in advanced information systems maintained by well-performing organizations. Performance incentives—How can regulators encourage improvements in specific dimensions of performance? 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. [, 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. 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. 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. Build on existing data collection frameworks where possible: Unless current management information systems are thoroughly flawed, data collection should draw upon existing definitions and procedures, with the goal of improving procedures. 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. Incentives - What are the ways to incentivize service expansion, performance and cost containment when a utility’s assets have not been maintained, cash flows are weak, and management is unresponsive to “traditional” penalties? KPIs differ per organization." 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. Context shapes the market, institutions, and the actions that are possible to take. (,, 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. Transition IT and enable users KPIs are designed to monitor IT service and usage changes. Process management requires defining appropriate metrics supporting every level in the enterprise. The current delivery system (pipes and tankers) needs to be examined, bringing on board those who are threatened by new and improved arrangements. ( The following elements were utilized in the ranking scheme: Safety and Comfort: Random checks on vehicles for a number of components, including sound tires, fire extinguishers, functioning of all vehicle lights, phone number displayed for emergencies, cleanliness in the vehicle, and condition of seats. Statements of cash flows (money received and money outflows for a period of time). --   Sitemap. The Rwanda Utilities Regulatory Authority (RURA) developed a scheme for comparing public transport operators to promote efficiency and effective competition. This FAQ should be read in conjunction with the related FAQ on nations in Crisis and in the Rebuild and Reform Stage. Engage in information dissemination: Reporting the results of performance comparisons helps engage stakeholders in the process. Project management guide on No matter how inefficient current sector performance is, someone (or a group) is benefiting from them; change is never painless. Which KPIs are best? Be aware that the value for Mean Time Between Failures (MTBF) includes only operational time, not repair or outage time. ITIL v3 Suggested Change Management KPIs At we are committed to providing value to the Service Management marketplace. Define institutional responsibilities and assign individual tasks: Accountability requires that all parties understand their rights and responsibilities, including deadlines for completing specific tasks. Income statements (particularly revenues, by source, operating expenditures and interest payments); Balance sheets (a snapshot at a particular point in time of assets, liabilities and net worth); and. Here's a list of 136 KPIs that will help you to make data-driven decisions and accelerate business growth. In the case of the Phnom Penh Water Supply Authority (PPWSA), there was a major turnaround from 1993 to 2006. On the flip side of facility management KPIs are building-facing metrics. In ITIL v3, change management metrics examples include t… Such leadership should not be authoritarian but display humility, agility, authenticity and compassion. Regulatory Compliance: License renewal met, timely submission of operational reports, timely regulatory fee payments, operation and respect for assigned routes. Operating statistics (number of workers, number of customers, reliability, service quality, etc.). Those monitoring larger operators have a different set of challenges.,,,,,,,, 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. VeriSM™ is a registered trademark of IFDC. [. Institutional responsibilities and 10 “golden indicators” are outlined in 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. ITIL KPIs Project Management (Transition Planning and Support), ITIL KPIs Release and Deployment Management, ITIL KPIs Service Asset and Configuration Management,,, 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. Apply data verification procedures: After data collection, techniques for verifying and comparing data need to be applied, so that bonuses and other incentives are not based on unverified data. Case of Zambia: The publication of data on individual utility performance relative to KPIs of other utilities has served as a major element in Zambia’s regulatory system. Customers have access to information about the utility’s activities, finances and performance. Prepare follow-up studies as part of the performance review: Benchmarking via. Also see [. We use change management KPI metrics, that’s how. Berg, S., “Advances in Benchmarking to Improve Water Utility Operations,” Water Policy, 2012. 2. “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? Use KPI Library to search for Key Performance Indicators by process and industry, ask help or advice, and read articles written by independent experts. The data model and management plan for integrated solutions will be delivered in month 12 within D9.3. KPIs trending down in this area indicate the workplace doesn’t meet the needs of the people in it. KPI Library | ITIL Change management. 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: KPIs . Read the story behind Itransition’s KPI software development project to automate a major Oil & Gas company’s performance tracking and reporting. ITIL® Process Map & ITIL® Wiki | Join us! 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). --   COBIT® is a registered trademark of ISACA. This data can help organizations make changes across departments. 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. It may be that tankers continue to play a major role in the provision of water for some period of time. The water supplied is safe to drink (potable), with appropriate sampling, testing, verification and reporting systems in place. . A large share of the population in the utility’s service area obtains water that is safe, sufficient, reliable and convenient. Incentives include high staff salaries and bonuses for high performance. 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. Metrics, KPI’s and actionable information 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 ( This KPI is a good way to determine the financial health of your business day-to-day. Additionally, yardstick comparisons (through benchmarking) help identify strong and weak performance by operators, or by geographic divisions of a national utility. Incentives for improved performance—How can a regulator develop incentive to discourage energy/water losses? Develop policy implications: Explore potential determinants of inefficiencies so foundations for future initiatives can be laid. But to attract private investments, information is very important to inform investors what the returns commensurate with the associated risks might be. However, the steps are similar to those identified here. Service transition ensured by transition planning, -support and project management . When measuring the performance of an off-shore team, an effective framework revolves around the following parameters: 1. 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. For this KPI for IT managers, the longer the time period between failures, the better. It is the way to track and manage the goals of a project through the definition and measurement of its. Such representation will enhance the acceptability of their work. The framework facilitates harmonization of national objectives with donor support. It constrains sound analyses and elevates personalities and process over performance (actual outcomes). As service delivery by the government begins to expand beyond the nation’s capital, determining the effectiveness of local initiatives becomes a key task for the regulator (or agency monitoring resource allocation and utilization). 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. The guiding coalition was spearheaded by the company general director, Ek Sonn Chan. 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. Instruments of government facilitating inclusion and dialogue exist throughout the regions of the country, promoting some consensus regarding infrastructure as a priority. Promoting investments—How can regulatory incentives be introduced to promote investment? Mugisha and Berg (2008) outline the steps taken by NWSC to improve performance in the absence of a formal sector regulator. Threshold, or the measure of KPIs , is indicative of the … In the case of Uganda, the institutional framework for rural water supply draws upon data from 112 districts. Extension of KPI measures for effective lean management -Some evolutional directions for more leanised organisation - Hiroshi Katayama 1) and Deok-joo Lee 2) ... on the lean sense of value formulated through historical transition of Japanese society (Katayama, H., 2010). Nations in the Transition or Transformation stages have many institutional advantages:  the state is in a position to perform more sophisticated tasks, with independent regulatory institutions generally implementing the broad public policies articulated in the law. Such analyses would go beyond the “trend analysis” conducted in more. Case of Uganda: This case illustrates the value of geographic (or divisional) data collection. See the Related FAQ on dealing with data issues at the Transition and Transformation stages. What is KPI in project management? 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. Of course, all of this is contingent upon there being the political will to engage in such an initiative. Those exercising leadership both “stir and steer”—they make sure that issues get raised and addressed, and they guide the group once the appropriate strategies have been identified. (, 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. Furthermore, one person cannot do everything. KPI Library is a community for performance management professionals. Efficiency targets—What are reasonable efficiency targets? 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). Asset registries (installation date, capacity, location and maintenance records); Business plans (with targets and descriptions of managerial incentives for meeting those targets); and. CSFs . People get enough water to at least meet basic health requirements. Public Participation - What are the most effective strategies for involving the public in regulatory issues? For example, for the water sector, operators of water tankers serving areas that are not part of a water network are likely to oppose network expansion in the beginning. Metrics are used by stakeholders, marketers, and the product management team to detect problems, set … Their self-importance depends on their ability to delay decisions and manipulate (or hide) data to their advantage. SIAM™ is a registered trademark of EXIN. 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. Seek public comments and promote stakeholder awareness: Such a campaign, with media assistance, promotes improvements in utility operations. 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. “What Is Rail Efficiency and How Can It Be Changed?” International Transport Forum Discussion Paper, No. For urban areas, the National Water and Sewerage Company (NWSC) utilized KPIs for setting targets and rewards for the managers of local water systems. [, The service is provided cost-effectively; that is, resources are used both effectively and efficiently. 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. Implementation of Project Management . The ranking team included representatives from the ministry in charge of transport, RURA, the public sector, the national police, and the consumer association. Transformation Stage: KPIs for Asia and the Pacific: The Asian Development Bank (ADB) reports KPIs for electricity, transport and telecommunications in (pp. Clear diagrams capture relative performance: For example, in addition to presenting the numbers, stop lights and arrows are used to indicate levels and trends over time of individual KPIs. Building-focused KPIs. 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). Note that the regulatory system goes beyond the regulatory agency and the service provider. Looking for good KPI examples? Use KPI Library to search for Key Performance Indicators by process and industry, ask help or advice, and read articles written by independent experts. (For nations that are in the Transition and Transformation stages), (Response by Sanford Berg, with input from Jemima T. Sy and Anna Aghababyan). If you’re part of management and seeking to identify your firm’s KPIs, these three points provide an excellent framework for your discussion. Metrics is a quantifiable measure that allow businesses to define and track the success of a product or a business activity. Gather raw data for yardstick comparisons: This stage involves the selection of the appropriate comparison group of companies or standards. 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 … Generally, by the time any organization begins to realize the benefits from outsourcing, the Transition manager may no longer be involved. CMMI® and Capability Maturity Model® are registered trademarks of Carnegie Mellon University. The most complete project management glossary for professional project managers. In FCSs, decision makers tend to lack basic data on sector characteristics and performance. 2.1 . KPIs and metrics for product management. KPI is a measure used to define and evaluate how successful an organization is. Read now! Of course, legacy systems and information silos are not automatically dismantled when new approaches to decision-making become possible, but leadership and teamwork can support organizational change.