Post on 10-Apr-2022
Undisturbed Water Operationduring a Crisis
Tamás BenczeInternational Business Development Director5th November, 2020
01 Who we are
ContentsBudapestWaterworks
03 Crisis mamagement framework
04 Our answers for the current situation
02 Importance of future planning
05 We are ready to help You
01
Who We AreOur experiences and preparedness
We love YoutilityBudapestWaterworks
Integrating cutting edge technologies
Excellent drinking water
quality and related services
15+ years of international experience
Technical developments,
processes, protocols for
crisis situations
152YEARS
Continuous operation for
And now we operate in a pandemic without problems
We have seen world wars, revolutions, natural and industrial disasters…
Our present situationBudapestWaterworks
We have transformed our operation into emergency mode
We are already preparing to return to normal operation
We operate and provide services to our clients without interruptions
We are also preparing for the expected crisis situations in the future
We understand our partners’ problemsBudapestWaterworks
Azerbaijan
Sri Lanka
LaosCuba
ChinaBiH
Iraq, Jordan
Colombia
Serbia
Israel
Albania
Indonesia
Russia
Turkey
PakistanMexico
Ongoing projects
Completed projects
Projects under preparation
02Importance of Future PlanningPrepare and Foresee
5 horizons to plan aheadBudapestWaterworks
Resolve
Immediate challenges
the situation represents
Resilience
Near future cash
management challenges
Return
How to return to „normal”
quickly? – A detailed plan
Re-imagine
What is the „next normal”
within the company
Reform
Evolution of the
business environment
NERVE CENTER
Copyright - McKinsey & Company’s COVID 19: Briefing materials, Global Health and Crisis Response, Updated: April 3, 2020
BudapestWaterworks
Our company has taken the necessary decisions and steps required by phase Resolve,
and shifted to Emergency Operations,which we introduce in the following chapters.
Where we are now
BudapestWaterworks It’s time
However, it is vital to plan the post-crisis tasks
NOW
Adapt
Prepare Plan
Nerve center focus shiftBudapestWaterworks
Presentfocus
Futurefocus
Future Planning
Team
Employee protection
Customer management
Supply chain
Cash
Clear, unbiased scenarios
Portfolio of strategic actions
Detailed plan for Return
New strategy for the ʻnew normalʼ – Reimagination & Reform
NERVE CENTER FOCUS SHIFT
Copyright - McKinsey & Company’s COVID 19: Briefing materials, Global Health and Crisis Response, Updated: April 3, 2020
Crisis Mgmt Team
Financial Mgmt Team
Management thinking & strategic actionsBudapestWaterworks
Resolve Resilience Return Re-imagine Reform
CRISIS Emergency operation as per level 4 (as per level 5)
V1 Restarting business processes
V2 Reimagining business processes
V3 „New normal” operations
Before crisisBWW Normal operation
Conditionof the company
Set updedicated teams
Crisis Management Team + Internal Communications Team
Financial Stability Team
Future Planning Team
5 R phases
Timeline Lifting lockdowns Society and economy recoveringCrisis
03Crisis Management Framework
Crisis management frameworkBudapestWaterworks
Contains
the action plan, the recovery and restoration schedules
Defines
the circle and authority
of those making the decisions
Crisis management frameworkBudapestWaterworks
Goal To successfully manage, mitigate• foreseeable risks • unexpected risks with optimum response (place, time, possibilities, expenditures)
Crisis management frameworkBudapestWaterworks
Available resources
Service areaclaims
Support from the ministry
Current situation
Risk analysis
Necessary reactionsIntervention
Impact analysis
Repetitive process
Minimising losses and risksBudapestWaterworks
Action plans to manage potentially foreseeable events
• Business continuity plan• Total contingency plan• Flood + low water level measures• Gas limitation manual• Undisturbed water supply in a heat alert• Fire safety code• Drinking water safety protocol• Drinking water network event management protocol• Industry security protocol• IT security protocol
Unexpected events
+ Known methodology
+ Grounded management decisions
+ Quick reactions
What does it mean in practice? BudapestWaterworks
1 Set up crisis management levels
2 Reshape management and decision making
3 Protect the health and productivity of employees
4 Prepare the operational processes
5 Carry out investment jobs
6 Secure purchasing, logistic processes and partners
7 Ensure revenues
8 Precise, up-to-date information to customers
9 Provide conditions for home office work
10 Future proposal – Water 4.0
Maintaining continuous and excellent quality services, business continuity
04Our Answers for the Current SituationPractical Suggestions
Crisis management levelsBudapestWaterworks
Level 1 Normal business processes
Level 2 Preparation
Level 3 Elevated crisis management
Level 4 Higher crisis management
Level 5 Emergency mode
Steering structure for emergency situationsBudapestWaterworks
Leaders of critical (commuting) staff
• Ensure the necessary headcount• Responsible for the subordinated critical staff• In case of headcount shortage: request help
from the CMT• Order necessary materials
• Central steeringorganisation
• Defines central goals
• Decides on central resources
• Decides on central regulations
• Directs internal and external communication
Crisis Management Team (CMT)
• Rapid decision making system to steer
• Subordinated department leaders
Management Team
Site Isolation Commanders
• Create special site isolation regulations
• Enforce special entry regulations
• Particularly important role for sites with several organisational units
+ + + COMPLETING THE NORMAL MANAGEMENT STRUCTURE, NOT REPLACING + + +
Investment jobsBudapestWaterworks
We continue the investment jobs with the fewest disruption possible until we reach crisis level 4
We check if materials are available on stock or the contractor’s warehouse before starting any job
When the crisis reaches level 5, we stop all investment jobs
We reschedule investment jobs with major impact on water supply
In the current light urban traffic we speed up and bring forward investment jobs planned for busy junctions
Planning, design and discussions are continued from home office without disturbance
We require stricter workplace health and safety standards, hygienic protocols
Purchasing, logistic processesBudapestWaterworks
Identify critical products, suppliers
Map domestic suppliers and the stocks of other utilities
3-month average operational security reserves of the most important materials (stocks are for core activities only)
By suspending the activities, make reserves of assets, vehicles, IT hardware, tools and small machines
Complete administration• E-purchase orders
– SAP & SRM modules• E-price proposal requests
– SAM MM module• E-competitions – through the
YUCCA system with time stamps• E-contracting – in e-mails with
the help of the governmental customer portal system (AVDH)
Subcontractors have to report on their employees health status
Keeping health and productivityBudapestWaterworks
Breake up the staff
+ commuting staff+ home office staff+ reserve staff
CRITICALSTAFF
Set up reserve headcount of physical staff, isolate them at home
Home office staff can enter only with permission
Trips abroad only if unavoidable, quarantine after return & when receiving foreign visitors
Minimum staff uses public transportation
The home office staff and the staff on stoppage help the commuting staff (e.g. „water taxi”)
Internal communication on digital channels
Continuous disinfection of vehicles, changing rooms, common rooms, and personal hygiene
Suspend business processes not necessary for the core activities
Personal physical contact, grouping are prohibited in company sites
Reduce physical staff to the minimum and isolate them to decentralised workplace
Preparing the operations processesBudapestWaterworks
Minimise personal contact, material and document movement among sites
Isolate key facilities, limiting entry permits
Stop site visits and delegations
Separate the dispatch centre at 3 parallel locations, organise staff into small groups
Modify work shifts, reduce commuting staff, set up reserve staff
Concentrate on operations, troubleshooting, preventive maintenance (avoiding failures) and on urgent new connections
Increase the number of work assignment stations to ensure separation of employees, give out and check electronically (GPS coordinates, time stamps, photos, videos)
Isolate physical working groups, change the work organisation to carry out tasks separately
Fully stock up mobile warehouses, reduce refill frequency from central warehouse; hand out material electronically without personal contact
Introduce a reporting system to increase daily workforce capacities and subcontractors’ capacities
Securing revenuesBudapestWaterworks
Adjust standard procedures to ensure that company revenue remains stable and not impacted by external circumstances
What we can do internally• Continue readings from large customers
• Consumption estimates to generate bills
• Accelerate remote reading integration
• Conduct efficient investigations regarding invoicing complaints
• Normal billing operation as far as possible
• Increase focus on electronic invoicing
• Up to date posting of payments
Customer focused measures• Encourage customers to be diligent
about recording meter readings
• Educate customers to pay bills online
• Accelerated receivables management:+ Phone call immediately after
payment deadline+ In case of delay, start an
immediate payment order
Accurate & up-to-date information for customersBudapestWaterworks
Constantly updating information
Alternate management for customer service channels Website, social
media channels, call center IVR etc.
Interactive map of ongoing maintenance works
Personal customer service to follow all official advisory on virus. Operate in shifts to protect employees
Enable call center agents to operate from home (IT)
Facilitate customers in transitioning to online
Provide easy tutorial videos
Develop an online registration FAQ
Pre-register and encourage customers to move online
Use all available communication channels
SMS, phone, Messenger, all relevant mediums should be utilized
Email and SMS are perfect for personalized messages for maintenance works
Make the most of social media
Management messaging to boost customer morale
Basic trouble shooting via
Facebook live to answer FAQs Advertise all your channels
How we are connecting with our customersBudapestWaterworks
Website → online administration Facebook / Messenger LinkedInInstagramGoogle my BusinessYouTube
The significance and relevance of home officeBudapestWaterworks
Conditions
Creating paper-free processes, administration
IT asset – laptop instead of PC
Flexible, simple, clear regulation
Change in culture
Experience
Workforce retaining effect
Workforce attracting effect
More efficient operations
Increasing acceptance from employees
IT Background
Home office accountability: BudapestWaterworks
Water 4.0 of BWW BudapestWaterworks
For the core activities the availability of the IT systems have to be increased and the system failure risks have to be minimised.
If the central infrastructure fails, the operation of IT systems is ensured by a Disaster Recovery Site.
M2M (Machine-to-Machine)
Signals from pipe network and facility sensors, controlling
preventive maintenance trouble shooting
jobs
DIGITALISATION
Paper-free, online customer services and mobile app, Workforce
Management, SAP, SCADA, GIS
integration
RPA – Robotic Process Automation
UiPath software robot,managing consumer
data, contracts, invoices – shorter lead times,
loess human resource demand
PlanONLINE
Customer Services
Possibility of launching and
tracking processes online
MOBILITY
The goal is recording data precisely,
shortening lead times and minimising data
entry time
TimeSheet
Measuring, evaluation of the
work done in home office
05Are You Facing Similar Challenges?We are Ready to Help
Let’s survey togetherthe challenges awaiting your company
and give efficient answers to them jointly
BudapestWaterworks
We are available
BudapestWaterworks
TelephoneE-mail In person(later on)
Webconference
Thank You for Your Attention
You are Welcome to Contact Us
Tamás BenczeInternational Business Development Director
E-mail: international@budapestwaterworks.huPhone: +36 30 977 3051www.waterworks.hu