• 18,000 employees

• £1.9 billion turnover

• Supply water & wastewater services - 3 million

customers

• Distribute electricity - 2 million customers

• Manage water and wastewater treatment plants

internationally – Estonia, Bulgaria, Poland

• Handle 360 million minutes of telephone calls each

month

INTRODUCTION TO UU

Silo mentality & tribal

Brains left at the door

Focus on processes

Focus only on assets

Slow moving

Not invented here

Bureaucratic

Fearful & negative

Corporate ownership

Staff potential unlocked

Focus on results

Focus also on customers

Quick to respond

Embrace others’ ideas

Keep it simple

Positive & forgiving

WHY DO THIS?

Create a high performance culture

Our values• W orking as a team

• E steem for the individual

• C ustomers are our business

• A mbitious

• R esponsive and responsible

• E nterprising

Our visionTo be an outstanding provider of services that make life better

VISION AND VALUES

WORKSHOP LOGISTICS

• All teams starting with Executive Team

• Exactly the same format for all

• 53 internal UK based facilitators trained

• 2 day UCan workshops completed - January 2003

• 1 day follow up days completed - May 2003

• 7500 people attended workshops – 8 different venues

• 6 Estonian facilitators trained from May – July 2003

• Estonian workshops completed by November 2003 – 14 workshops and 350 people

THE WORKSHOPS

• Unlocking the potential of our people

• Unfreezing the organisation

• Focus on self awareness

• Creating insights

• Sharing personal stories

• Discussing “priority” items and the values

• Discussing how to improve the culture within working teams link

THE UCAN PROGRAMME

The Workshops

Dealing with ‘how’ we behave

The Values

Defining ‘what’ the

values mean to United Utilities

Putting the United into

UU

Pulling United Utilities

together to achieve the

common vision

Communications Workstream

TASK TEAMS

PROJECT TEAM TOPICS

• Induction

• Business Awareness

• People Manager’s toolkit

• UCan Coach

• Performance Management

• Uniting UU

• Employee Opinion Survey

• UCan Champions

• Flagship sites

UCan TELL US RESULTS

SUSTAINING THE MOMENTUM…

BREAKING DOWN THE SILOS

AND THE REST……

• ‘Not invented here’ syndrome

• Consistent buy in from the top

• Not ‘walking the talk’

• Wrong behaviours not challenged, or actually

being rewarded

• Seen it all before

SOME OF OUR LEARNING

• Leader(s) sponsorship

• Integrated core values

• Measurement

• Communication

• Need for honesty

• Top down and bottom up

• ‘One off’ initiative

• Constantly reinvigorate the programme

• Celebrate your successes

• Emotional engagement

AND TALLINNA VESI?

• Shadow of the leader

• Excellent facilitators

• Estonian interpretation of the core values

• Superb preparation

• Eagerness to get involved

• Improved atmosphere with management group

• Recognition that it is more than workshops