Motivation / rationale of the programme

Utility management is becoming one of the most important property managed focus areas due to the expense it can create to the owner / Body Corporate. Inefficiency and skills shortages at local councils also mean that management of an electricity and water account through the managing agent must be a detailed and precise exercise to provide optimum customer service.

The purpose of the program

To equip both new employees to the Utilities Function as well as employees not currently working in the Utilities Function with the foundational understanding of what utility management entails.

Learning outcomes of this programme

• Understand the Definition and Purpose of Effective Utility Management.
• Understand the legislation.
• Composition of Council Accounts.
• Tariff structures explanation.
• Processes of billing internal consumers.
• How to Manage Pre-paid Water & Electricity.
• Managing Shortfalls of Buildings.
• Understanding Solar Energy.
• Managing client accounts.

Learning Topics

Learning Unit 1: Definition and Purpose of Utility Management.

• Definition of Utility Management.
• Purpose of Utility Management.
• The Place of Utility Management in the Business.
• Utility bank accounts.

Learning Unit 2: Understand the Legislation.

• Understanding NERSA.
• Municipal Legislation.
• Understanding FICA.
• Understanding the POPI Act.

Learning Unit 3: Composition of Council Accounts.

• Water Accounts.
• Electricity Accounts.

Learner unit 4: Tariff structures explanation.

• Water tariff structures explained.
• Electricity tariff structures explained.

Learner unit 5: Processes of billing consumers.

• Water billing processes.
• Electricity billing processes.

Learning Unit 6: Managing Pre-paid Water & Electricity.

• Definition and purpose of third-party pre-paid.
• Advantages of pre-paid.
• The installation process of meters.
• Types of pre-paid.
• Determining tariffs.
• Allocation of income.
• Understanding Monthly reports.

Learning Unit 7: Managing Shortfalls.

• Definition of Shortfall.
• Causes of Shortfalls.
• How to Determine Monthly Shortfalls.
• Managing Shortfalls – Admin.
• Managing Shortfalls – Practical.
• How to Pay Accounts.

Learning Unit 8: Understanding Solar Electricity.

• Definition and Purpose of Solar Energy.
• Determining the Size and type of the Solar Plant.
• Examine the cost layout.
• Understanding Metering Options.
• Answers to frequently asked questions.

Learning Unit 9: Managing client accounts.

• Process of New Client Accounts.
• How to Determine Deposit Amounts.
• Interest-bearing Specific Accounts.
• Process of Disconnections.
• Determine When a Deposit is Refundable.

Learning Unit 10: Strategic Objectives, Employee Benchmarks and Reporting.

• Balanced Scorecards.
• Employee Benchmarks.
• Monthly Reporting.
• Suggested Exception Reports.

How to approach this programme

A lot of people who partake in this programme will quickly work through it from start to finish. That's okay, but because you must get the most out of your time, please consider the following.

• First, it's good to know if this programme is right for you. This is a foundational programme that focuses on fundamental Utility Management skills, so it's ideal if you are just starting out in utitlity Management and want to know the basics. Or, you are an experienced Utility Management professional who would like a refresher. The programme is also a good resource if you are a Utility Management leader and you want a training programme to share with your team.
• There are some downloadable worksheets to help you with many of the activities. Complete the activities as you progress through the programme. The worksheets facilitate the application of learning by making it practical. This will reinforce your understanding of each topic and help you develop your skills much faster.
• The Learning Plan Worksheet. This worksheet will help you identify your goals for the programme. It also assists you in creating an action plan to apply what you learned. It is recommended that you download the Learning Plan Worksheet now and complete it before starting the programme.
• Independent research – You are encouraged to read wider than just this reader and to be curious about the topic.

Please click here to download The Learning Plan Worksheet

Download Glossary of Terms