IP3, Training: t_workshops_1816 updated 02_19

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INFRASTRUCTURE REGULATION SERIES

Regulating Quality of Service:
Planning, Compliance Monitoring, and Enforcement

Locations	Dates	Tuition	Catalog #	CEU's	Language
Washington, D.C.	July 7 - 18, 2008	US $4,450	1816-WA	6.0	English
*All Course Participants Receive a Laptop Computer!*

Benefits | Who Should Attend | Course Learning Objectives | Course Content |

How You Will Benefit:

Learn the key elements of successful infrastructure service delivery
Learn how to effectively monitor universal access and growth strategies of utilities in the telecommunications, electricity, water, and transportation sectors
Learn the key methods for monitoring reliability and ease-of-use of services provided
Develop benchmarking strategies to determine value for money and affordability
Create consumer outreach and communication programs to improve feedback capabilities
Develop your own Action Plan to create a Quality of Service program for your regulatory body, utility or ministry
Use your new laptop computer for Internet research, access to course materials during and after the course, case study analysis, simulation exercises, and to create your Action Plan
Network and build professional relationships with your fellow participants and leading regulatory specialists, utility officials, attorneys, and service providers from around the world

Technology and Training at IP3

At IP3, we believe there is a tremendous opportunity to integrate information and communication technology into education and training. In all of our Washington, D.C.-based courses, each participant is provided a new mobile Intel® Pentium® 4 or Celeron® laptop computer (as part of the course fees) that will be integrated into the learning process through the following:

Course materials provided via dedicated intranet site
Internet research and communication tools via broadband wireless (Wi-Fi) access in the classroom
Case study and simulation activities
All Action Plans will be completed and submitted electronically

After the course is concluded, access to course materials and discussion boards will be available for up to two weeks to facilitate worldwide networking and follow up with participants.

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Who Should Attend

Commissioners, Directors and Key Staff of Regulatory Authorities, Agencies, and Commissions

Ministry Officials Responsible for Overseeing Infrastructure Development Policies and Projects

Directors and Key Managers of Public and Private Regulated Utilities

Consumer Advocates, Housing and Social Welfare Representatives

Staff of Bilateral and Multilateral International Organizations

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Course Learning Objectives
One of the most important elements of effective infrastructure service delivery is the assurance that the services are actually delivered according to contractual obligations or regulatory statute. To do that, regulatory authorities, utility providers, and ministry organizations from all sectors (including telecommunications, electricity, water, and transportation) must have in place effective monitoring tools and enforcement procedures that ensure obligations are being met and that gain the trust of consumers.

To improve the ability of regulatory authorities, utilities and relevant ministries to 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 deliver vis a vis affordability, and processes for stakeholder communications.

Through presentations, case studies, simulated exercises, and on-site meetings with leading regulatory authorities and utilities, participants will gain new knowledge and skills and bring these to bear in developing their own plan of action for the effective implementation of quality of service monitoring tools and techniques.

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Course Content
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 on 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-service 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
Module VII:	Action Planning Prior to completing the course, IP3 requires participants to complete an Action Plan detailing how they will apply their new knowledge and skills on-the-job. IP3 has developed a four-step process to guide participants in developing their action plans. Our expert faculty members conducts several action-planning sessions throughout the course to assist each participant to develop his/her plan. On the last day of the course, each participant will present his/her action plan to the group for peer review and comments.

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CEU Certification Eligibility
Certified Regulation Specialist™
Certified Utility Management Specialist™

COURSE REGISTRATION FORM

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