Setting Levels of Service and Involving Customers and Stakeholders to Sustain Your Community
Sunday, October 19, 8:30 am – 4:30 pm
1 day, 0.6 CEUs
The results of a recent survey on the Ten Attributes of an Effectively Managed Utility, indicated that Infrastructure Stability and Stakeholder Understanding and Support, were the two most significant factors to drive change in the opinion of the utility participants. Further, “What is the required level of service (LOS)?” was listed as the step needing the most work in building and sustaining an asset management program. The dependency that exists on each identified attribute or step is obvious. Together, they will likely comprise the most challenging aspects of asset management defined today. Setting, maintaining and measuring compliance with asset LOS requires the involvement of customers and stakeholders. It’s no accident that all successful asset management programs have an effective ongoing collection of asset condition data, analysis, communications, collaboration and public/stakeholder trust.
Presentations by the workshop team will include covering basic through advanced LOS aspects and also include the technical, customer and stakeholder perspectives. Each presentation will cover the background needed, incorporate case histories and include practical approaches for utilities to consider. Two breakout exercises are planned using collaborative learning techniques and involve discussing and applying presented concepts of establishing and measuring LOS and applying effective communications and partnering approaches with customer and stakeholders. The workshop presentations and associated exercises are designed to be fun as well as be very informative. The workshop team is very experienced having designed, managed and guided AM programs that are working, improving and getting measurable positive results.
Chair
Michael Sweeney, EMA, Inc.
Co-Chair
Doug Stewart, GHD, Inc.
Speakers
James Keary, Hunter Water Australia
Scott Haskins, CH2M HILL
Terry Brueck, EMA, Inc.
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