1. Using Process Benchmarking to Leverage Best Practicesin the Establishment of a Functional and DynamicBalanced Scorecard-based Performance MeasurementSystem: Abu Dhabi Sewerage Services CompanyDemonstrates How Benchmarking Can AssistOrganizational Excellence.Mr. Zillay Ahmed, Abu Dhabi Sewerage Services Company, PO 108801, Abu Dhabi, UAE:Mr. David Main, AECOM Canada Ltd., 3292 Production Way, Burnaby, BC, Canada:Ms. Kathy Davies Murphy, City of Calgary, Alberta, Canada:Ms. Linda Petelka, Region of Peel, Ontario Canada:

2. Agenda Introduction UAE and ADSSC ADSSC Approach Strategic Planning Performance Management Benchmarking Project highlightsQ&A 3. United Arab Emirates - UAE Contents of your slide 4. UAE Facts December 2, 1971 formation of UAE 86,000 square Kms total UAE area 87% area part of Abu Dhabi Emirate Home of 200 Islands Oil discovered in 1958 9% of worlds total oil reserves,estimated at 98 billion barrels 5% of worlds total gas reserves,estimated at 5.8 trillion cubic meter International visibility: Abu Dhabi Investment Authority a US $875 billion fund - Worlds largest SWF US $ 7.5 billion ADIA bailout of Citibank US $ 400 million Abu Dhabi purchase ofManchester City Football Club Burj Khalifa worlds longest tower Masdar City, US $ 22 billion carbonneutral city 5. ADSSC Background ADSSC established in June 2005. Owned by the Government of Abu Dhabi Services include: waste water collection, treatment and disposal 125 million gallons of waste water collected, transported and treated daily 90 million gallons of treated water supplied for horticulture daily. 100% re-useby 2012 Over US $ 2 billion Capital Investment Projects (CIP) underway Sewer tunnel project (STEP); 41 kms length, up to 5.5 m in diameter,commissioning planned for 2014, with an initial average flow capacity of800,000 cubic metes per day and eventually 1.6 million cubic meters by 2030 ADSSC currently services 1.3 million inhabitants, after completion of its CIP willserve a population base of 1.7 million 6. ADSSC Assets Contents of your slide 7. ADSSC Integrated Excellence Approach 8. Strategic Planning and Performance Management Current scenarioInputs to Strategic5 - Year Strategic2 - Year BusinessBusiness PlanningPlanningPlanning EC/ADWEA Weightings Div/ Dept Mission Statements &Govt. Directives Abu Dhabi Policy AgendaObjectives Plan Abu Dhabi 2030ADSSC Vision , Mission, Values and Minimum 3 objectives ADAEP FrameworkSWOT Performance Contract with ADWEA/EC Economic Vision 2030 Surface Transport Master Plan Priority Area WeightingsObjectives WeightingsRegulations RSB license conditions, PIS and PCRrequirements Target Statements & Weightings EAD requirements for EHSMS Div./Dept. Plans Multiple plans for each objective Weightings for plans of each objectives Key Performance Indicators (KPIs) , MPP+IT+CAPEX/OPEX+RACI+PIADSSC Existing InputsWeightings & RACI Improvement Projects (WSAA Benchmarks) Wastewater collection Benchmarks from Canadian Consortium Corporate Initiatives/ programs,Business Plan Review Others benchmarks (OWSC, PA) Corporate & Processes Risks CAPEX/OPEX and RACI Meetings (BPRMs) Improvement initiatives prioritizationFeedback Monthly ADSSC Master Plan Executive feedback and consultation ADSSC FSD Business Processes Milestones for Initiatives/programs Feedback Quarterly Integrated Management System of ADSSCConsolidated Business Plan of Annual Budget Existing 5 Year Strategic Plan ADSSC Existing 2 Year Business Plan Consolidated Strategic Plan of ADSSC Divisions & Departments Performance ContractPMSADSSC Performance PIs linked to corporate KPIs. Complete quarterly performance report Monthly management reporting throughUpdatesas per performance contract BI. Determine data source(s), data reporting Defined data source(s), data reporting template & frequency.template & frequency 9. ADSSC Triple-certification 10. ADSSC Strategy Map 2011-2015 11. ADSSC Strategic Plan structure PrioritiesKPIs and TargetsIn addition to a number of othercomponents (including SWOT, KSM and Context), the Strategic Plan includes ...Initiatives and Budgets 12. Strategic Priorities Analysis 13. KPIs and Initiatives alignment with Priorities Priority KPIs In Performance Contract?Initiatives No % of TIP projects that are behind schedule No CAPEX budget estimation efficiency for TIP Projects Tactical Investment Programme (TIP) No% TIP CAPEX expenditure varianceEffective management of Capital Investment Programs (TIP & STEP)NoNew Network / Tunnel "Strategic Tunnel% of STEP projects that are behind schedule Enhancement Programme" (STEP) NoCAPEX budget estimation efficiency for STEP Projects No % STEP CAPEX expenditure variance Enhance Customer Centric Capabilities No Customer Care Implementation Programme% Increase in customer awareness of ADSSC services(CCIP) NoAnnual Regulatory Requirements Ensure Regulatory Compliance% Compliance with regulatory requirements Recycled Water and Bio-solid Regulations NoEnhance Co-ordination With Developers % of Satisfied key Developers NoEnsure Alignment and Co-ordination with % of Satisfied key Government entitiesGovernment Entities 14. ADSSC Business Plans structure Divisional SWOTanalysisDivisional BalanceScorecard:Objectives, KPIs & Plans In addition to a number of othercomponents (including Missionstatement, KSM and Context), theBusiness Plan includes ... Divisional Plans` targets & budgets 15. Div KPIs and Plans alignment with Objectives Business Support Department Scorecard - Overview Objective KPI name In 5YP? In PC? Plan Name % e-Services implemented Y NEnable Business Efficiency Through World-class Software Solutions (as per the IT plan)World Class IT Solutions% of IT projects implemented as planned Y N # of Top leadership communication sessions Y NEnhance internal and externalAD Excellence Award Framework & Communication PlanCommunication Capabilities (Internal & External) % Implementation of communication plan Y N% Implementation of AD Excellence Award Project (Actual vs.AD Excellence Award Framework & Communication PlanY NPlanned) (Internal & External)% Implementation of Inter Divisional / Departmental SLAs PlanY NOrganizational Excellence Initiatives(Actual vs. Planned) Execute Corporate Communication PlanAchieve organizational excellence viathe introduction of best practices Update corporate Risk/RACM and facilitate its prioritization andorganization-wideimplementation Review and update Future State Design (FSDs) Process Framework% of Organizational Excellence Plans executed as plannedN N Prepare and issue Sustainability Report Prepare and implement ADSSC Corporate Social Responsibility (CSR) Plan Plan and implement 4 process benchmarking projects 16. Automation & Reporting Project - ARP ARP launched in June 2010 to: Effectively implement Strategic Planning & Performance Managementframework Satisfy Abu Dhabi Accountability Authority requirements, i.e., linkagebetween improvement initiatives and risk register Ensure satisfactory implementation / integration of benchmarking projectsoutcome and ADSSC Strategy Generate intelligent management reports Produce Executive Council reports Knowledge capture and information sharing Prepare ADSSC for future Business Intelligence (B.I) implementation Integrate with Executive Council performance reporting tool 2011 Divisional Performance Review and Reporting will be done via ARP 2011 Corporate Performance Reviews, monthly & quarterly via ARP 17. ARP information whiteboard 18. Benchmarking Project Methodology Select suitable ADSSC partners, in this case Region ofPeel and Calgary Water and benchmark: Existing performance management systems Implementation approaches Scale of deployment Technology usage Challenges Metrics, both tactical and strategic Data analysis methodologies Reporting & analysis Identify best practices Document and share final outcomes 19. Benchmarking Project Preliminary Outcomes Best practice identification and implementation by all 3-partner entities Need for alignment between Metrics (measures), Goals(priorities) and Initiatives (projects/plans) Segmentation of Metrics into Operational and Strategiccategories and their linkages to Strategy and BusinessPlans Deployment of an integrated technology enabled approachfor effective performance management Implementation of transparent governance approach Organization-wide engagement and effectivecommunication 20. Thank youAny Questions?ZillayAhmed@adssc.ae