INTRODUCTION TO UU 18 000 employees

INTRODUCTION TO UU • 18, 000 employees • £ 1. 9 billion turnover • Supply water & wastewater services - 3 million customers • Distribute electricity - 2 million customers • Manage water and wastewater treatment plants internationally – Estonia, Bulgaria, Poland • Handle 360 million minutes of telephone calls each month

WHY DO THIS? Silo mentality & tribal Corporate ownership Brains left at the door Staff potential unlocked Focus on processes Focus only on assets Slow moving Not invented here Focus on results Focus also on customers Quick to respond Embrace others’ ideas Bureaucratic Fearful & negative Keep it simple Positive & forgiving Create a high performance culture

VISION AND VALUES Our vision To be an outstanding provider of services that make life better Our values • W orking as a team • E steem for the individual • C ustomers are our business • A mbitious • R esponsive and responsible • E nterprising

WORKSHOP LOGISTICS • All teams starting with Executive Team • Exactly the same format for all • 53 internal UK based facilitators trained • 2 day UCan workshops completed - January 2003 • 1 day follow up days completed - May 2003 • 7500 people attended workshops – 8 different venues • 6 Estonian facilitators trained from May – July 2003 • Estonian workshops completed by November 2003 – 14 workshops and 350 people

THE WORKSHOPS • Unlocking the potential of our people • Unfreezing the organisation • Focus on self awareness • Creating insights • Sharing personal stories • Discussing “priority” items and the values • Discussing how to improve the culture within working teams link

THE UCAN PROGRAMME The Workshops The Values Putting the United into UU Dealing with ‘how’ we behave Defining ‘what’ the values mean to United Utilities Pulling United Utilities together to achieve the common vision Communications Workstream

TASK TEAMS

PROJECT TEAM TOPICS • Induction • Business Awareness • People Manager’s toolkit • UCan Coach • Performance Management • Uniting UU • Employee Opinion Survey • UCan Champions • Flagship sites

UCan TELL US RESULTS

SUSTAINING THE MOMENTUM…

BREAKING DOWN THE SILOS

AND THE REST…… • ‘Not invented here’ syndrome • Consistent buy in from the top • Not ‘walking the talk’ • Wrong behaviours not challenged, or actually being rewarded • Seen it all before

SOME OF OUR LEARNING • Leader(s) sponsorship • Integrated core values • Measurement • Communication • Need for honesty • Top down and bottom up • ‘One off’ initiative • Constantly reinvigorate the programme • Celebrate your successes • Emotional engagement

AND TALLINNA VESI? • Shadow of the leader • Excellent facilitators • Estonian interpretation of the core values • Superb preparation • Eagerness to get involved • Improved atmosphere with management group • Recognition that it is more than workshops