Expert Training Programs in Waterworks Taiwan Water Corporation

Expert Training Programs in Waterworks Taiwan Water Corporation WANG, Gwo - Jian PENG, Yi - Hsin 1

Outline Brief Introduction of TWC • Service Areas and Water Supply Systems of TWC • Organization and HR Structure of TWC Training Systems of TWC • • Flow Chart of Training & Advanced Studies Introduction of Training Center How to Become an Expert of Waterworks New Employee Orientation Supervisor Level Training How to Obtain Waterworks Operator License Job Rotation Conclusion • Challenges of TWC 2

Brief Introduction of TWC Service Areas of TWC : Taiwan island excludes Taipei City Water Supply Systems: 150 units Pipeline : 58, 123 km Subscriber: 6. 45 Millions Coverage: 91. 11% Revenue : USD 758 Millions Water treatment: 126 Non-Operation Income 2. 27% Other Operation Income 3. 13% Sale of Water 94. 15% 3

Brief Introduction of TWC Board of Directors Organization President Vice President 15 Departments Planning Water Supply Business Public Works HRD Accounting Financial Material Industry Safety 12 Branch Offices HR Structure Water Quality Information Water Quality General Affairs Civil Service Ethics Water Loss Bidding Center 3 Engineering Offices Total 5, 381 Staff 1, 646 Technical 919 Chief Engineer Technician & Clerk 3, 735 Administrative 727 Technician 2455 Clerk 1280 *2013/9/30 4

Training Systems Human Capital Advanced Studies Training TWC Training Center Regular Training Outsourcing Training Required from Departments Professional Training Center Annual Training Plan Overseas Domestic Subsidies for Advanced Studies Annual Overseas Training Program New Employee Orientation Supervisor level Training Waterworks Operator License …. etc. 5

Training Center of TWC Main Office 15 Departments ● Planning ● Water Supply ● Financial ● Water Quality ● Gen Affairs ● HRD ● Ind. Safety & Env. Protec. ● Water Loss Manag. ● Public Works ● Material ● Inform. ……. . ect. Manpower Planning Placement Make annual training plan Evaluation & Training Wage & Benefits Training Center To arrange the related courses based on the plan of the evaluation and training division (Speaker, attendee, dormitory, etc. ) Location : Taichung ( 30 minutes drive from Main Office) Organization : Manager(1) Staff(2) Clerk(6) Facilities : classroom(2) / IT training rooms(2) / training area reading room / dormitory / parking place…etc. Class Size : Over 155 classes in 2012 Over 9, 000 number of people took training in 2012 6

Training Center of TWC Classroom Distribution Pipeline System for Practicing Field Work IT training room Restaurant Training Center Dormitory 7

To Become An Expert Of Waterworks New Employee Technician、 Office worker Engineer、 Administrator Regular Employee Supervisor Level Expert of Waterworks New Employee ※Supervisor Training Classes ※Obtain Waterworks Operator License ※Job Rotation Training ※Job Rotation (within division) ※Expertise Training of Job Related ※Overseas (between divisions) 8

New Employee Training Waterworks in Taiwan is a monopoly industry. Taipei Water Department and Taiwan Water Corporation are the only two agencies in charge of water supply in Taiwan. It’s hard to learn professional skills of waterworks from the university or other training center. Even though the new employee having technical or executive background, they are lack of the experience of waterworks. Through new employee orientation, they can learn the overview of their job. Civil Engineering Technical Staff 63% Employee Electrical Engineering 16% Chemical Engineering 9% Mechanical Engineering 5. 3% Industrial Engineering Business 4. 5% Environmental testing 0. 6% BUSINESS economic planning 8% Employee ADMINISTRATION information system 6. 6% land administration 2. 9% OTHERS 0. 6% administration Administration Environmental Engineering 80% general 1. 5% business management accounting and auditing 90 124 HR 51 anti-corruption 44 ENGINEERING 9

Seniority of TWC Employee 年資別 Staffs people temporary percentage people Total percentage people percentage Less then 5 years 435 26. 00% 570 15. 06% 1, 005 18. 41% 6~9 years 50 2. 99% 401 10. 59% 451 8. 26% 10~14 years 66 3. 95% 207 5. 47% 273 5. 00% 15~19 years 130 7. 77% 245 6. 47% 375 6. 87% 20~24 years 175 10. 46% 227 6. 00% 402 7. 36% over 25 years 817 48. 84% 2, 136 56. 42% 2, 953 54. 10% total 1, 673 100% 3, 786 100% 5, 459 100% Average 20. 71 22. 70 22. 09 Based on the Tables, the over 25 -year employment workers have the highest ratio, they will retire in 5~10 years; the next high are the ones with less than 5 year employment, they must learn the skills through the training courses and learn by the experiences of the senior workers. The succession planning for new and experienced workers is one of the most challenges we face today, we must plan hard to prepare the new workers well enough in the shortest time. Technically, we arrange the experienced worker to lead the new ones doing the on-job training and meantime the SOP Manuals are used for the training too. 10

New Employee Training-Two Weeks The two-week long training program will be offered to the new employee. All the new employees in the system will take the training sessions at the training center at the same time. The sessions include: (1) the company introduction (2) operation guidelines (3) water supply business operations (4) supply management (5) water quality overview (6) personnel and benefits (7) information system, etc. The training courses will help the new employees understand the whole picture of the water system and encourage the working relationship of each others. To ensure the result of the training program, there is a test at the end of the program. First Week Second Week 11

New Hire Training Indoor Class 12

New Hire Training Field Trip 13

New Hire Training TWC Two Weeks – New hire orientation 6 months - On-Job Training Test Regular Officer 14

。 Supervisor Level Training Target: high level supervisor (above grade 11) Qualify: (1) Pass the exam of high level division head training (2) pass promotion screening 70 people Director Target: engineer, high level officer Qualify: (1) Pass the exam of middle level division head training (2) pass promotion screening 301 people Manager Target: technician、office worker Qualify: (1) Pass the exam of low level division head training (2) Pass promotion screening 219 people Supervisor 15

。 Supervisor Level Training Director Manager Supervisor Low level division head training: Session per year: once a year Session size: 40 people Session time: 2 weeks/ 70 hours Courses: Organization skill, knowledge management, leadership, Psychological consultant, conflict management, human relationship and communication skill. Middle level division head training: Session per year: once a year Session size: 30 people Courses: Creation management, risk management, special case management, policy promotion, subject analysis and decision making, etc. High level division head training: Session per year: once in two years Session size : 20 people Courses: leadership, communication and negotiation, execution ability, time management, risk management, business negotiation, public safety and environmental quality management, strategy analysis, etc. 16

Waterworks Operator License Engineering Operation Management Target Testing Completed To be completed % Staff 844 708 136 84% Technician 2421 2244 177 93% Total　 3265 2951 313 90% 17

Staff Training As we mentioned before, there are more than 155 classes are held in TWC training center per year. In addition to basic requirements, most of classes are the requests from different departments. In order to achieve different missions of waterworks, every department will assess what kind of training they need in the next year. They propose the training plan to HR department to arrange the schedule for the next year. Training Program for Next Year Meeting Every department propose the training project. HRD Account Public Works Material Water Supply Financial Water Quality 18

In Sa dus fe try ty Water quality examination Expertise Training Micro organism examination of drinking water n y of o i r ct log ate e t no w e D ch ng te aki le Regulatory Lessons Staff Training ste rm fo In m sy ion at Procurement management Co ns tru ct io n m an ag em en t 19

Job Rotation There are 5, 400 employees in TWC. Every employee is in charge of part of entire work. Job rotation enables employees to get a solid understanding of the job and the involvement, as well as the appreciation between the fellow workers. In TWC, we will enable employees (from basic staff to high level supervisor) to switch position when they stay in the same position over 3 years. Current Category Rotated Rotation（％） total Top level 1 15 11 73. 33 Top level 2 10 7 70. 00 Middle level 42 23 54. 76 15 12 80. 00 33 20 60. 61 159 79 49. 69 Administrator Temporary 188 42 22. 34 total 463 194 41. 90 Career Management/ Finance Service Temporary Career Non- Service 20

Outsourcing Year 2010 2011 2012 Ministry of Economic 56 persons 48 persons 41 persons Training Outsourcing 67 persons 62 persons 76 persons TWC 6, 851 man-time 4, 365 man-time 9, 622 man-time Overseas 3 items 6 items 5 items Training Employees can take training which is not only held by ourselves but also by professional training center or other government institutions. For example, we have delegated government procurement classes to professional training center. The lecturers there have great practical experience of government procurement. Ministry of Economic (supervising authority) have many kinds of expertise training every year, such as Human Resources Personnel Training for new employee. 21

Overseas NO. 　 Summary Country per. Days 1 Training 2013年中美合作之「中華民國基金－遙測技術人 才培訓計畫」國外培訓班 美國 1 18 2 Meeting 赴美參加 2013「台美日地震研討會」年度研討會 及商品展覽 美國 1 11 3 Training 為建立本公司水質生物檢測技術，擬選派業務相 關人員前往澳洲南澳水公司水質研究中心學習。 澳洲 2 12 4 Meeting 赴新加坡參加新加坡國際水周-國際領袖論壇 新加坡 1 5 5 Meeting 赴韓國參加「亞洲自來水事業人力資源網絡會議 」 韓國 2 4 6 Visiting 應丹麥商務辦事處邀請與行政環境保護署赴丹麥 參訪 丹麥 1 8 7 Visiting 日本東京都水道局研修開發中心等機構參訪 日本 3 5 　 11 63 　 　 Total In the past, we did not have many opportunities to go aboard to attend meetings or seminars. Nowadays, there are more and more challenges to supply high quality water stably because of abnormal weather conditions in recent years. We would like to exchange knowledge and gain new information by singing MOU with other Asian cities, and to increase of waterworks skill levels by visiting other waterworks company. 22

Overseas 23

Others What kind of expert we need now? ● Climate change and abnormal weather conditions make rainstorm more often than the past. It will shorten the life of dam or water supply facilities. According to the climate research report, for the past hundred years, the same amount of the annual total rainfall are accumulated in much less days that means the higher frequencies of heavy rain, that makes it harder for water treatment, When Taiwan suffered from the rainstorm or typhoon, an emergency center will be formed, therefore, the staffs must have the ability to handle the emergent situations. ● Water quality is not stable enough in some places, for example, the area with high aluminum concentration or high turbidity. Since Taiwan has many mountains, the rainfall will bring soil with it, the high turbidity makes it hard to have the high quality water all the time, in addition, more and more demanding of the higher water quality, thus, it is a necessity to have the specialized water quality analyst. 24

Others What kind of expert we need now? ● The water leaking rate is 19. 55% in Taiwan, which is far away from our goal (under 10%) In order to reduce the leaking rate less than 10%, learning new technology and method is very important. We have planned training courses of new technology, hopefully, our staff can learn the method of leaking detection and prevention from the countries with low leaking rate. 25

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