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Regional Training Course

Key Performance Indicators and Benchmarking for Water Utilities in the MENA / Arab Region Organized by Arab Countries Water Utilities Association (ACWUA) GIZ - Deutsche Gesellschaft f端r Internationale Zusammenarbeit

Supported by Aqaba Water Company, Jordan

Course Announcement

Aqaba, Jordan October 14-18, 2012

ACWUA – GIZ Regional Training Course

Key Performance Indicators and Benchmarking (PIB) for Water Utilities in the MENA / Arab Region Why this course? Water utilities in the MENA region are striving hard to improve their efficiency, the quality of their services and the level of their overall performance. Despite some important differences in the legal status of water service providers and the institutional set-up of the water sector, the challenges throughout the MENA region remain similar. Key performance indicators for water supply and wastewater are a good instrument in helping to manage the utility. Indicators well set up and appropriate for the utility can provide information on all the important aspects on the process as well as on the corporate level.

Objective of the regional training course (RT) The training aims to enhance knowledge on internationally accepted performance indicators and benchmarking systems as well as on practical applications in the MENA region. The exposure to international and regional applications will lead to an in-depth exchange of experience and lively discussion (1) to contribute to the development of useful indicators at national or organisational level, and (2) to promote common indicators for use within the MENA/ Arab Region in the context of the mandate of ACWUA.      

Expand your understanding for PIB as key to business performance Enhance competencies for introducing and implementing performance indicators at various levels Enhance knowledge on "PI " and "benchmarking systems " for water and waste water management Increase knowledge of participants on benchmarking systems and performance indicators, Make participants aware of new trends at international and European scale, Increase participants skills and competences to develop practical applications adopted to daily work in water utilities, ministries, regulators and water associations,  Enhance skills to contribute effectively towards the development of a regional benchmarking system, e.g. through ACWUA technical working groups, and  Create opportunity to learn from each other and to share experiences on good practices from the MENA region. The training will focus on the following contents:  Performance Indicators, Standard Performance Indicators,  Benchmarking, Basic steps in Benchmarking including preparation and planning, Data sourcing, Reporting and analysis. Benchmarking Cycle and Levels, Aspects of Benchmarking System,  Integration and Action Planning  Performance Improvement

Who should attend the course? Managers and supervisors in water/wastewater utilities (members of ACWUA), or other professionals in the water sector from the MENA/ Arab region. They are either involved in developing or managing performance indicators within their departments or contributing to managing benchmarking systems at company or national levels. Application: The attached Application Form should be send to ACWUA by mail. The selection of about 30 particith pants will be done by the organisers latest by 13 September 2012. The selection will be based on qualification, experience, compelling reasons for attending, having a regional balance, and a sound mix of organisational and professional background. The course is announced by the ACWUA secretariat to their members.

Language The official language of the training will be mixed Arabic/English. The training will be run by a group of regional trainers and therefore, parts of the training, including group work and practical exposures in utilities will be conducted in Arabic.

Participants' preparation. Poster sessions A list of relevant references and sampler of articles will be made available to allow individual preparations. The focus of the training will be practical exercises to acquire skills and to apply them in specific conditions. Therefore, an open mindset and work approach would be most important to benefit from this regional training. Participants are kindly requested to inform themselves about the benchmarking systems and performance indicators that are applied in the water sector in their home country and at utility level. Participants are invited to prepare presentations applied by their organisations: visualisation on posters, pin boards, etc. RT course_PIB_broschure-v2



Agenda (draft 1). ACWUA-GIZ Regional Training Course on "Performance Indicators and Benchmarking Systems of Water/Wastewater Utilities" Day 1

Official Opening. Session 1 Overview on PIB. Experiences

9.00 h

Official opening and welcome by ACWUA, GIZ and the host organisation from Aqaba

9.30 h

Introduction: ACWUA training. MENA-Water CB-programme Agenda. Training team. Organisational issues.

10.00 h

Expectations from the group. Experiences from the group. Entry exam Understanding of Benchmarking – Poster preparation in Groups

11.00 h

Overview of performance indicator systems used in MENA / Arab utilities and ACWUA How to measure the performance of the sector and a utility?

12.45 h


14.00 h

Case studies from Germany and MENA: How do we use performance indicators and what is the experience?

17.15 h

Recap of the day (trainers)

18.30 h

Welcome Reception

Day 2

Session 2: Performance Indicators and Benchmarking

8.45 h

Feed back from previous day by participants

09:00 h

Key performance indicators as management instrument (group work and plenary continued)

12.45 h


14 h 15.30 h 16.00 – 17:30 h Day 3 09:00 h

Benchmarking: The Concept The benchmarking concept proposed for ACWUA (2010): Status and perspectives Group work or case study presentations from the region (participants)

Session 3: Benchmarking Benchmarking Practice, process, steps Working group – Exercise – Analysis

12.30 h 13.30 -18 h

Lunch Working group – Assessment Working group – Improvement plans

Day 4

Session 4: Field trip to Aqaba Water Company

8.30 h

Group 1: Aqaba Water Company (water supply: the use of PI) Group 2: Aqaba Waste Water Treatment Plant (the use of PI)

16 h

Free afternoon in Aqaba

19 h

Farewell Dinner

Day 5

Session 5: The way forward - PIB in the MENA region

8.30 h

Feedback from the field trip

10.30 h

Plenary discussion: Way forward (ACWUA perspective),

11.30 h

personal action plan

12.30 h


14 – 15.30 h

Final exams , Course evaluation, Certification, Official Closing

27 May 2011


Please note that GIZ applies an interactive and participatory adult learning approach (PALA). Therefore, the training team guides participants through the learning experience while participants have the full responsibility for their individual learning achievements and the application of outputs, e.g. in their individual action plans.

RT course_PIB_broschure-v2



Training fee and participants costs There will be no tuition fees for the ACWUA-GIZ regional training course. GIZ will cover costs for international travel, airport transfer and full board accommodation for participants from partner countries of the German development cooperation (Morocco, Algeria, Tunisia, Egypt, Palestine, Jordan, Syria, Yemen, and Lebanon). Other participants are kindly requested to cover travel and full board accommodation costs.

Contact ACWUA Amman, Jordan +962- 962-6-5161-700

Eng. Ahmad Abu Saleem Programs and Technical Services Officer Mail: Amman, Jordan +962- 962-6-5161-700

GIZ Germany (Programme Department 33A0) Dr. Thomas Petermann GIZ Senior Programme Manager Mail:

Ms. Andrea Notz GIZ Programme Manager (Administration) Mail:

Venue and dates The training will be held in Aqaba, Jordan during October 14-18, 2012. The venue will be announced. Participants arrive on the evening of Oct 13 (afternoon) and depart on Oct 19 (morning), unless otherwise arranged.

Certificate Participants who pass the exam at the end of the course will get a certificate of successful participation in the training. The certificate will be issued by ACWUA and GIZ.

Arab Countries Water Utilities Association (ACWUA) and GIZ A regional, self-sustainable association aiming at assisting members from the region to improve their performance in the delivery of water supply and sanitation services, develop and meet technical standards, and ensure that the very large ongoing water programs in the region are well managed. Moreover, ACWUA provides a regional advocacy platform for its members to interact effectively not only with each other but also with governments, the private sector, as well as donors and international lending organizations to the mutual benefit of all concerned. Further information: GIZ - Broad-based expertise for sustainable development – under one roof. Working efficiently, effectively and in a spirit of partnership, we support people and societies in developing, transition and industrialised countries in shaping their own futures and improving living conditions. Further information: ACWUA and GIZ are jointly implementing a regional capacity building programme from 2010-2013 under the title "Strengthening the MENA Water Sector through Regional Networking and Training (MENA-WANT)". The programme enables actors in the water sector to manage resources by applying principles of good water governance and best practices to water supply in urban areas. It focuses on supporting regional organisations in the context of network management as well as regional exchange and provides according professional capacity building services. Further information:

RT course_PIB_broschure-v2



Key Performance Indicators and Benchmarking for Water Utilities in the MENA / Arab Region  
Key Performance Indicators and Benchmarking for Water Utilities in the MENA / Arab Region  

6th Regional Training Course, 14-18 October 2012