Additional Information
Book Details
Abstract
Management of Change in Water Companies tells real stories of real water companies that went through processes of change and achieved their best results ever in just a few years. It reflects the personal experience of the author from leading processes of change in five different water supply/sewage companies, between 10 and 120 years old and serving from 200,000 to 4,000,000 people. This practical and effective book shows: how to change, modernize and make profitable old-fashioned organizations, how to reduce water loss and promote efficiency in water companies, how to use the savings to rehabilitate and expand infrastructure without increasing tariffs, how to deal with overstaffing, how to plan, finance, build and maintain infrastructure, how to introduce innovation, how to motivate people, how to deal with clients, regulators, unions, shareholders, politicians and the press how to achieve sustainability.
The case studies provide for instance, how to halve water losses in less than a year mostly with management measurements and very little investment, how to bring water losses from over 50% to below 20% in six years, how to use the savings from water loss reduction to build a new wastewater system without increasing tariffs, how to connect 100,000 existing buildings to a new sewage system in 4 years and how to get millions of people walking along the banks of rehabilitated urban creeks, rivers and beaches.
The book presents case studies, management theory, comparative analysis of situations reported in the literature and the personal experience of an author who has lead a number of successful processes of change in different water companies. Management of Change in Water Companies is essential reading for water utility managers, national and local governments responsible for water policy as well as those concerned with the management of change and risk management. It is also useful to readers interested in the areas of pollution control, energy savings and water losses, and stream / beach / river restoration.
Author: Joaquim Pocas Martins is Professor at the Faculty of Engineering of the University of Porto, Portugal, and provides excellent courses on the management of change in water companies world-wide.
Table of Contents
| Section Title | Page | Action | Price |
|---|---|---|---|
| Cover\r | Cover | ||
| Contents | vii | ||
| About the Author | xiii | ||
| Foreword | xv | ||
| Preface | xvii | ||
| Acknowledgements | xix | ||
| Chapter 1:\rIntroduction | 1 | ||
| Chapter 2:\rChange Management, Sustainability and Non-Revenue Water | 5 | ||
| 2.1 INTRODUCTION | 5 | ||
| 2.2 CHANGE MANAGEMENT IN WATER UTILITIES\r | 6 | ||
| 2.2.1 The Chain of Change | 6 | ||
| 2.2.1.1 Political support | 7 | ||
| 2.2.1.2 Leadership | 7 | ||
| 2.2.1.3 People | 8 | ||
| 2.2.1.4 Money | 8 | ||
| 2.2.1.5 Time | 9 | ||
| 2.2.1.6 Context | 9 | ||
| 2.2.2 Change management theory and international experiences | 10 | ||
| 2.2.2.1 Change management theory | 10 | ||
| 2.2.2.2 International change management experiences | 12 | ||
| 2.2.2.3 The first 100 days of the change management process | 12 | ||
| 2.2.3 Stages of development of water companies | 12 | ||
| 2.2.3.1 A rating scale with four levels | 12 | ||
| 2.2.3.2 Measures for efficacy, efficiency and excellence | 15 | ||
| 2.3 ECONOMIC SUSTAINABILITY OF WATER UTILITIES\r | 17 | ||
| 2.3.1 The TTT sustainability model | 17 | ||
| 2.3.2 Macro and micro sustainability | 18 | ||
| 2.3.3 Financing of water services (always insufficient) | 19 | ||
| 2.4 SEARCHING FOR SUSTAINABILITY: THE PORTUGUESE DUAL SYSTEM | 21 | ||
| 2.5 NRW AS PART OF THE SUSTAINABILITY SOLUTION\r | 26 | ||
| 2.5.1 The IWA Water Balance | 26 | ||
| 2.5.2 Reducing Non-Revenue Water | 28 | ||
| 2.6 REFERENCES | 30 | ||
| Chapter 3:\rThe Efficiency Challenge | 33 | ||
| 3.1 INTRODUCTION | 33 | ||
| 3.2 SETTING EFFICIENCY TARGETS | 34 | ||
| 3.3 KNOWING AND REDUCING NRW\r | 37 | ||
| 3.3.1 So much knowledge, so much technology, so much water loss | 37 | ||
| 3.3.2 The IWA Water Balance in the NRW reduction processes | 39 | ||
| 3.3.3 Knowing and reducing real losses | 39 | ||
| 3.3.3.1 Division of the network into DMAs | 42 | ||
| 3.3.3.2 Night flow analysis | 45 | ||
| 3.3.3.3 Pressure management | 45 | ||
| 3.3.3.4 Rehabilitation policies | 46 | ||
| 3.3.4 Knowing and reducing apparent losses | 47 | ||
| 3.3.4.1 Meter inaccuracy | 47 | ||
| 3.3.4.2 Human errors in meter reading | 48 | ||
| 3.3.4.3 Data handling and accounting errors | 49 | ||
| 3.3.4.4 Unauthorized consumption | 49 | ||
| 3.3.5 Knowing about and reducing unbilled authorized consumption | 49 | ||
| 3.4 DEVELOPING A STRATEGY TO REDUCE NRW | 50 | ||
| 3.5 PERFORMANCE INDICATORS OF NRW | 53 | ||
| 3.6 TECHNOLOGIES USED IN WATER LOSS CONTROL | 54 | ||
| 3.7 TOP AND MIDDLE MANAGEMENT TRAINING | 56 | ||
| 3.8 THE WATLOSS/TOPMAN OPTIMIZATION MODEL\r | 57 | ||
| 3.8.1 Introduction | 57 | ||
| 3.8.2 Basic Data | 59 | ||
| 3.8.3 Measures | 62 | ||
| 3.8.3.1 Basic measures | 63 | ||
| 3.8.3.2 Priority measures | 63 | ||
| 3.8.3.3 Measures with specified cost/benefit relations | 64 | ||
| 3.8.4 Results | 64 | ||
| 3.9 REFERENCES | 70 | ||
| Chapter 4:\rRestructuring Water Utilities | 73 | ||
| 4.1 INTRODUCTION | 73 | ||
| 4.2 SPECIAL RESTRUCTURING ISSUES\r | 74 | ||
| 4.2.1 The great complexity of the water utilities sector | 74 | ||
| 4.2.2 Privatization | 77 | ||
| 4.2.3 The decision of the Mayor about his/her water utility | 79 | ||
| 4.2.4 Economies of scale and political options | 80 | ||
| 4.2.5 The water systems of the future | 80 | ||
| 4.2.6 Integrated management of the urban water cycle | 81 | ||
| 4.3 SPECIAL RESTRUCTURING RECOMMENDATIONS\r | 82 | ||
| 4.3.1 Modernizing old organizations | 82 | ||
| 4.3.2 Making water utilities profitable | 85 | ||
| 4.3.3 Dealing with overstaffing | 86 | ||
| 4.3.4 Design and supervision of new works | 87 | ||
| 4.3.5 Increasing reliability of water supply systems | 88 | ||
| 4.3.6 Introducing innovation in water utilities | 92 | ||
| 4.3.7 Stakeholder relationship | 93 | ||
| 4.3.7.1 Customers | 93 | ||
| 4.3.7.2 Owners/shareholders | 94 | ||
| 4.3.7.3 Employees and unions | 95 | ||
| 4.3.7.4 Suppliers | 96 | ||
| 4.3.7.5 The regulator | 96 | ||
| 4.3.7.6 The media | 98 | ||
| 4.3.7.7 ENGOs | 98 | ||
| 4.4 A SIMPLIFIED RESTRUCTURING MODEL | 99 | ||
| 4.5 CONCLUSION | 102 | ||
| 4.6 REFERENCES | 104 | ||
| Chapter 5:\rCase studies | 107 | ||
| Chapter 5.1:\rCase study 1 - Águas do Porto (2006-2013) | 109 | ||
| 5.1.1 INTRODUCTION | 109 | ||
| 5.1.2 COMPANY BACKGROUND AND PROFILE | 110 | ||
| 5.1.3 BASIS OF THE CHANGE MANAGEMENT PROCESS | 113 | ||
| 5.1.3.1 The Restructuring Commission | 113 | ||
| 5.1.3.2 The Strategic Projects | 114 | ||
| 5.1.3.3 The first 100 days | 115 | ||
| 5.1.4 THE NEW ORGANIZATIONAL MODEL | 115 | ||
| 5.1.5 CENTRAL CONTROL ROOM | 116 | ||
| 5.1.6 MONITORING AND TELEMETRY | 117 | ||
| 5.1.7 THE ANOMALIES AND CUSTOMERS’ COMPLAINTS CHART | 118 | ||
| 5.1.8 THE REVENUE ANOMALIES OFFICE | 119 | ||
| 5.1.9 NRW REDUCTION PROCESS | 121 | ||
| 5.1.10 REPLACING PUMPING STATIONS WITH GRAVITY FEEDS | 123 | ||
| 5.1.11 THE PROJECT MANAGEMENT OFFICE | 126 | ||
| 5.1.12 INTEGRATED MANAGEMENT OF WASTEWATER AND STORMWATER SYSTEMS | 129 | ||
| 5.1.13 REHABILITATION OF URBAN STREAMS | 130 | ||
| 5.1.14 BLUE FLAG BEACHES | 132 | ||
| 5.1.15 REFERENCES | 135 | ||
| Chapter 5.2:\rCase study 2 - Águas de Gaia (1998-2004) | 137 | ||
| 5.2.1 INTRODUCTION | 137 | ||
| 5.2.2 MODERNIZING MUNICIPAL SERVICES | 138 | ||
| 5.2.3 NON-REVENUE WATER REDUCTION | 140 | ||
| 5.2.4 MONITORING THE WATER SUPPLY SYSTEM | 142 | ||
| 5.2.5 BUILDING A NEW WASTEWATER SYSTEM | 142 | ||
| 5.2.6 HIGH INVESTMENT EFFORT | 146 | ||
| 5.2.7 CLEANING, OPENING AND REHABILITATING THE URBAN STREAMS | 146 | ||
| 5.2.8 BLUE FLAG BEACHES | 150 | ||
| 5.2.9 ENVIRONMENTAL EDUCATION | 152 | ||
| 5.2.10 REFERENCES | 153 | ||
| Chapter 5.3:\rCase study 3 - Copasa (2003-2013) | 155 | ||
| 5.3.1 INTRODUCTION | 155 | ||
| 5.3.2 FIFTY YEARS OF HISTORY | 157 | ||
| 5.3.3 COMPANY PROFILE | 158 | ||
| 5.3.4 SHOCK MANAGEMENT IN | 160 | ||
| 5.3.4.1 Shock Management (2003-2006) | 161 | ||
| 5.3.4.2 The State for Results (2007-2010) | 161 | ||
| 5.3.4.3 Management for Citizenship (2011-2014) | 162 | ||
| 5.3.4.4 Shock management in Copasa | 162 | ||
| 5.3.5 MANAGING FOR EXCELLENCE | 164 | ||
| 5.3.6 FINANCIAL PERFORMANCE: FROM DEFICIT TO PROFIT | 164 | ||
| 5.3.7 TECHNICAL AND OPERATIONAL PERFORMANCE | 166 | ||
| 5.3.7.1 Non Revenue Water | 166 | ||
| 5.3.7.2 Energy efficiency | 168 | ||
| 5.3.7.3 Water measurement indexes | 170 | ||
| 5.3.7.4 Index of non-payment | 171 | ||
| 5.3.8 COPANOR | 171 | ||
| 5.3.9 SOCIAL RESPONSIBILITY | 172 | ||
| 5.3.9.1 Social tariff | 172 | ||
| 5.3.9.2 Progressive Discount Program | 173 | ||
| 5.3.9.3 “Vale Água” Program | 173 | ||
| 5.3.9.4 Subsidy to Philanthropic Entities | 174 | ||
| 5.3.10 CREDITS AND ACKNOWLEDGEMENTS | 174 | ||
| 5.3.11 REFERENCES | 174 | ||
| Chapter 5.4: Case study 4 -\rPNQS towards excellence | 175 | ||
| 5.4.1 INTRODUCTION | 175 | ||
| 5.4.2 ORIGIN AND CONCEPTION OF PNQS | 176 | ||
| 5.4.3 POLITICAL SKILL | 178 | ||
| 5.4.4 DESIGN, STRUCTURING AND EVOLUTION OF PNQS | 179 | ||
| 5.4.5 CONCLUSIONS | 183 | ||
| 5.4.6 REFERENCES | 183 | ||
| Supplementary Information:\rIndicators used in PNQS (fully described in the PNQS Regulation) | 185 | ||
| Chapter 5.5: Case study 5 - Águas de Portugal (2004-2005)\r | 191 | ||
| 5.5.1 INTRODUCTION | 191 | ||
| 5.5.2 COMPANY PROFILE AND BACKGROUND | 192 | ||
| 5.5.3 THE CHALLENGES | 192 | ||
| 5.5.4 THE RESULTS | 193 | ||
| 5.5.5 CONCLUSION | 193 | ||
| 5.5.6 REFERENCE | 194 | ||
| Index | 195 |