Introducing the Water Impact Guidebook: Capacity Development to Enhance

Commercial and Technical Management in Water and Wastewater

Arab Water Week 2013Nancy Barnes, Ernst Döring and Thomas

Petermann

It all started in 2001….• GTZ Technical Assistance to

Jerusalem Water Undertaking– Organization Development and

Compensation System Enhancement– Abdelkarim Asa’d, General Manager and

a committee of 25 employees

• Original Guidebook Objective– Document good results to serve as a

starting point for others– No need to reinvent the wheel– Express concepts clearly and focus on

ways to self-assess and take action

Published by GTZ and JWU in Ramallah in 2003

The ResultsAbbas and the 300

Abbas found himself in a new position.

On the first day, 300 people came to him to ask what they were supposed to do.

Abbas used the Guidebook to organize these 300 people and delegate to managers who reported to him.

Jackson’s Investment

Jackson discovered the Guidebook on the desk of a utility manager and bought it from him at his own expense. He then applied the book to build up his new water and sanitation authority, which is now well established and running.

The Results

*Organization Development

E-LearningTopic Courses People

OD* Basic 6 240

OD Advanced

3 140

NRW Basic

1 80

NRW Advanced

1 40

Total 11 500

Traditional CoursesTopic Courses People

Regional Training

5 175

TOTs 3 50

National Courses

10 300

Total 18 525

Over 1,000 people have benefitted from the

Guidebook

Since then….• We have used many terms to refer to

improvements on the Human Resources side:– Training– Capacity Building

• The philosophy about what it takes to have an excellent organization has been evolving…..

Impact Capacity Development Philosophy

• UNLOCKING HUMAN AND ORGANIZATIONAL POTENTIAL

– Create an enabling environment,

– Give people compelling reasons to act and

– Support them with the knowledge, skills, tools and resources they need to succeed.

So, in 2009…..• We began the effort to enhance the original Guidebook

with the Capacity Development philosophy in mind

• We took a new approach:

• Let’s have a look at who contributed from MENA…..

By people in the MENA and Africa regionsFor people in those regionsWith some of their friends

• The National Water Company of Saudi Arabia: – Diego Lucente – Alberto Jimenez– Mohammed Al Serahi– Shouki Hameed

• Tarek Zuriekat, Jordan

The Effort• Over 30 people from around the

world contributed and/or served as peer reviewers

• 25 new chapters

• Guidebook Volumes– A: Enabling Environment– B: Organization Development– C: Effective Human Behavior – D: Good Practices

Let’s Take a Tour

• Water Wheel in Hama, Syria

• ) في ) المياه دواليب نواعيرسوريا حماة

Let’s Take a Tour

Let’s Take a Tour

Let’s Take a Tour

Let’s Take a Tour

Chapter Content• Basic Concepts• Self Analysis– How are you doing?

• Case Studies• Examples and Exercises• Lessons Learned• Taking Action• Extras

Easy to Read English

Examples and Case Studies

• Examples Include– Governance Indicators– Sector Reform Process– Ideal Water Utility– Job Descriptions– Planning Tables of

Contents– Delegation Table– Standards for

Performance

• Case Studies Include– Micro-PSP, Outsourcing of Billing

and Collection in Madaba, Jordan

– Non-Revenue Water, Managing Administrative Losses through Improved Customer Service Management, Yemen

– Public Involvement for Improved Water Management, Egypt

– Corporate Communications Approach, Miyahuna (Jordan Water Company)

Extras• True Stories

– What happens when you don’t plan

– What happens when you delegate

– Manchester United Teamwork– Our Water, too good to waste

• Sand or Spice in the Salad– The irate customer– Do you think I am stupid?– Annual appraisals – threat or

opportunity?– The emergency crews make more

money

• Special Notes and Reminders– SMART Goal Guidelines– Professional Auditing Standards– Am I making the best use of my

time?– Characteristics of top performers– Presentation tips

• Tools– Value based compensation method– Setting priorities– Water Demand Management Actions– Customer Satisfaction Survey– Asset Registry Information

Is there something for you in this Guidebook?

• Volunteers - Please tell us about a subject of interest to you or a problem you need to solve

• Is it in the Guidebook?

How and when you can gain Access• Introductory Booklet - Free

– We welcome you to take the CD that describes the Guidebook in 54 pages

– Will be available for free on website: www.water-impact-guidebook.net

• Full Content• E-Paper to read on-line

• Link: www.water-impact-guidebook.net • Ready 15 February 2013 for 20 €uro, no download

– Printed Edition: 766 pages, Full Color• Links to sources on www.water-impact-guidebook.net• Ready 15 February 2013 for €uro 55.00 (plus taxes)

– eBook: March 2013• Available for PC, Mac, iPad and Amazon Kindle Reader. • Links to sources: http://www.water-impact-guidebook.net • Ready March 2013 for €uro 23.00

Thank you for your kind attention

Ernst DöringGIZ Thomas Petermann

GIZ

Nancy BarnesCH2M HILL