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Home Course Schedule Classroom - Washington, DC Facility Regulating Quality of Service: Planning, Compliance Monitoring, and Enforcement (July 9, 2012 - July 20, 2012)

Regulating Quality of Service: Planning, Compliance Monitoring, and Enforcement (July 9, 2012 - July 20, 2012)

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Course Description


To improve the ability of regulatory authorities, utilities, and relevant ministries that monitor and enforce quality of service requirements, IP3 has designed an intensive training course on Regulating Quality of Service: Planning, Compliance Monitoring, and Enforcement. In this course participants will explore the key elements to successfully regulate and monitor quality of service as well as examine practical examples illustrating “best practices” throughout the world. Special presentations will examine how to prepare monitoring checklists, how to benchmark service delivery vis a vis affordability, and processes for stakeholder communications.

 

IP3’s team of training experts offers practical experience with top presentation skills. Participants who successfully complete the course requirements will receive a Certificate of Achievement.

 

By the end of the course, participants will have achieved the learning outcomes provided below.

Learning Outcomes:

  • Analyzing universal access and growth strategies of utilities in the telecommunications, electricity, water, and transportation sectors
  • Illustrating the key elements of successful infrastructure service delivery
  • Illustrating the key methods for monitoring, reliability and ease-of-use of services provided
  • Applying benchmarking strategies to determine value for money and affordability
  • Creating consumer outreach and communication programs to improve feedback capabilities
  • Creating your own Action Plan to create a Quality of Service program for your regulatory body, utility, or ministry
  • Networking and building professional relations with your fellow participants and leading regulatory specialists, utility officials, attorneys, and service providers from around the world

Outline

 

Course Module Topics

Module I:

Understanding the Elements of an Effective Quality of Service Regulation Program

  • Rationale for regulating quality of service
  • Determining the key elements of service delivery that require monitoring
  • Rulemaking of quality of service standards
  • Sector reviews: telecommunications, electricity, water, transportation

Module II:

Planning for and Monitoring of Universal Access and Growth of Services

  • Integrating planning tools to analyze access needs and future growth requirements
  • Determining performance measurement tools
  • Creating a monitoring checklist to ensure compliance requirements
  • Strategies for enforcing contractual and regulatory requirements for universal access and growth

Module III:

Planning for and Monitoring of Reliability and Ease-of-Use of Services

  • Integrating planning tools to analyze reliability and ease-of-use requirements
  • Determining performance measurement tools
  • Creating a monitoring checklist to ensure compliance requirements
  • Strategies for enforcing contractual and regulatory requirements for reliability and ease-of-use

Module IV:

Determining “Value for Money” in Terms of Service Delivery and Affordability

  • Determining a “value for money” framework for service delivery requirements
  • Benchmarking quality of service with tariff rates being charged
  • Impact assessment requirements for service providers
  • Applying incentive ratemaking to quality of service

Module V:

Communicating Quality of Service Issues with Relevant Stakeholders

  • Identifying the key stakeholders and understanding how they are affected by quality of service issues
  • Strategies to create focus groups for more effective data collection
  • Designing effective public awareness campaigns
  • Creating customer complaint channels and forums
  • Conducting public hearings for feedback and retooling of quality of service standards

Module VI:

Site Visits and Action Planning

 

Requirements for Completing the Course

Requirements for Completing the Course

To achieve the course Learning Outcomes and earn the maximum available CEUs, you must:

  • Attend all training sessions during the duration of the program
  • Complete course assignments as assigned by IP3 instructors
  • Attend site visits to engage with U.S. counterpart officials
  • Complete a Strategic Action Plan that will be reviewed and graded by an IP3 facilitator

Course Info

  • Location: Washington, DC
  • Date: July 9, 2012 - July 20, 2012
  • Tuition: $4,950.00
  • Course Code: 1219-WA
  • CEUs: 6.0
  • PDHs:

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