1. Ghaleb Akari, MA PMP CPT MENADEV LLC. Dead Sea - Jordan March 20° 2017
Are We There Yet? Human and Institutional Capacity Development Model as a Performance Improvement Tool in Water Institutions in the MENA Region
Ghaleb Akari, MA PMP CPT
MENADEV LLC.
Dead Sea - Jordan March 20° 2017

2. Presentation Highlights
An Overview of the HICD Model
How Does the HICD Model Fit in the Effective Utility Management Model?
Summary
Q & A

3. An Overview of the HICD Model

4. What is the HICD Model
It is a Model adopted by USAID based on the Human Performance Technology Model developed by the International Society for Performance Improvement (ISPI) .
It enables organizations to fulfill their mandate and provide the highest level of service to their constituents and stakeholders.
It focuses on tangible , measurable performance along measures established at different levels within the organization
It enables organizations to establish benchmarks and targets for current and future performance …”
Human and Institutional Capacity Development Handbook, USAID, Oct Retrieved on February 5, 2017 from :

5. ISPI Human Performance Technology Model (HPT)

6. PHASE 1: INSTITUTIONAL PERFORMANCE ANALYSIS
HICD MODEL
PHASE 2:
ACTION PLAN
PHASE 3
IMPLEMENTATION
PHASE 1: INSTITUTIONAL PERFORMANCE ANALYSIS
Human and Institutional Capacity Development Handbook, USAID, Oct Retrieved on February 5, 2017 from :

7. How Does the HICD Model Interact with the Effective Utility Management Model (EUM)?
Conceptual Approach

8. What is the EUM Model
Based on water utilities challenges, the US Environmental Protection Agency (EPA )and six national water and wastewater associations (the "Collaborating Organizations") signed an historic agreement in to promote effective utility management based on the Ten Attributes of Effectively Managed Water Sector Utilities and five Keys to Management Success. The Primer is an outgrowth of that agreement. Four more organizations joined the agreement by 2017.
EUM helps take a 360-degree look at your utility and then set priorities that work for you and your community. *
EUM helps protect current infrastructure investments and ensure that the utility workforce is motivated and able to address the challenges that they face every day. **
EUM moves manager from reacting only to the “hot priorities” of the day to proactively planning for the future. **
EUM helps engage staff in the process of assessing and charting the utility’s own course for the future.**
EUM is simple, actionable, affordable, and scalable to meet the needs of all utilities.
* Source: ** The Primer 2017

9. EUM Attributes * Product Quality Customer Satisfaction
The following attributes provide an indication of where effectively-managed utilities focus and what they strive to achieve. They can be viewed as a continuum of, or a set of building blocks for, management improvement opportunities
Product Quality 
Employee and Leadership Development 
Financial Viability 
Operational Resiliency 
Water Resource Adequacy 
Customer Satisfaction 
Operational Optimization 
Infrastructure Stability 
Community Sustainability 
Stakeholder Understanding and Support  
Association of Clean Water Administrators
American Water Works Association
Water Environment & Reuse Foundation
National Association of Clean Water Agencies U.S. Environmental Protection Agency
American Public Works Association
Association of Metropolitan Water Agencies
Water Research Foundation
Water Environment Federation
National Association of Water Companies
Association of State Drinking Water Administrators
Source:

10. HPT/HICD Model Simplified
Source: Van Tiem, D. M., Moseley, J. L., & Dessinger, J. C. (2000). Fundamentals of performance technology: A guide to improving people, processes, and performance. Washington, DC: International Society for Performance Improvement.

11. INSTITUTIONAL PERFORMANCE ANALYSIS
Product Quality
Employee and Leadership Development 
Financial Viability
Operational Resiliency
Water Resource Adequacy
Customer Satisfaction
Operational Optimization
Infrastructure Stability 
Community Sustainability
Stakeholder Understanding and Support
DESIRED PERFORMANCE
ACTUAL
PERFORMANCE
CAUSES
GAPS
PERFORMANCE
SOLUTIONS
Institutional & Human
EUM
PHASE 2:
ACTION PLAN
PHASE 3
IMPLEMENTATION
PHASE 1:
INSTITUTIONAL PERFORMANCE ANALYSIS

12. IMPLEMENTATION The Ten EUM Attributes &
Five Keys to Management Success

13. Summary
EUM
HICD
Effective Road Map for Human & Institutional Utility Performance Improvement

14. Ghaleb B. Akari, MA CPT PMP
Questions?
Thank You
Ghaleb B. Akari, MA CPT PMP
MENADEV LLC.
Skype: GBAKARI
1603 Polo Heights Drive
Frisco, Texas 75033
USA