Preface
Acknowledgements
Contents
Chapter 1: Introduction to Infrastructure
1.1 Infrastructure
1.1.1 Problems of Infrastructure
1.1.2 Definition of Infrastructure
1.2 Examples of Infrastructure
1.2.1 Agriculture
1.2.2 Buildings
1.2.3 Communication and Telecommunications
1.2.4 Education
1.2.5 Energy and Power
1.2.6 Health
1.2.7 Housing
1.2.8 Industry
1.2.9 Recreation
1.2.10 Tourism
1.2.11 Transportation
1.2.11.1 Roads
1.2.11.2 Water Transport
1.2.11.3 Ports - Utility and Capacity
1.2.11.4 Airports
1.2.11.5 The Relation of Transport to Other Activities
1.2.12 Waste Management
1.2.13 Water
1.2.14 Wastewater
1.3 Services
1.4 Why Do We Need Infrastructure?
1.4.1 Economic Infrastructure
1.4.2 Social Infrastructure
1.4.3 Critical Infrastructure
References
Chapter 2: Infrastructure and Economic Growth
2.1 Introduction
2.1.1 Why Do We Need Infrastructure?
2.1.2 Economic Roles of Government
2.2 Economics Applicable to Infrastructure
2.2.1 Selective Overview of Economics
2.2.2 Factor Endowments of the Country
2.2.3 The GDP as a Measure of National Income
2.3 Investing in a Business
2.3.1 Introduction
2.3.2 Determinants of Cost
2.3.3 Determinants of Benefits
2.3.4 Mathematical Formulation
2.3.5 Growth: Miracles and Disasters
2.3.6 Infrastructure v/s Growth
2.4 The Process of Production
2.4.1 Classifications
2.4.2 Primary, Secondary and Tertiary Production
2.4.3 Direct and Indirect Production
2.5 Impact of Infrastructure on Economic Development
2.5.1 Nature of Impacts
2.5.2 Achieving the Potential of Infrastructure Impacts
2.6 InfrastructureΒ΄s Effects on Economic Development
2.7 Infrastructure and Macroeconomic Stabilization
2.8 Implications for Infrastructure Planning and Policy
2.9 Conclusion
Appendix 2.1: ``Constant Return to Scale´´
References
Chapter 3: Infrastructure and Spatial Organisation
3.1 Cities Are for People
3.2 Green Urbanism Principles
3.3 Infrastructure According to Spatial Organisation
3.4 Smart and Sustainable Cities
3.4.1 Important Parameters Needing Consideration
3.4.2 Methodology
3.4.3 Transport and Land Use
3.4.3.1 Limiting Traffic Flow
3.4.3.2 Collector Roads
3.4.3.3 Access Roads
3.4.3.4 Fly-Over Bridges for Pedestrians
3.4.4 Transport
3.4.5 Cars - An Expensive Asset
3.4.6 Public Transport Priorities
3.4.7 Movement Within the Town
3.4.8 Movement Outside the Town
3.4.8.1 Alternative 1
3.4.8.2 Alternative 2
3.4.9 Goods Vehicles
3.4.10 Parking Areas
3.4.11 Facilities and Their Location
3.4.11.1 Commercial Space
3.4.11.2 Services
3.4.11.3 Offices
3.4.11.4 Schools
3.4.12 Leisure
3.4.12.1 Public Gardens
3.4.12.2 Swimming Pools
3.4.12.3 Stadium and Gymnasiums
3.4.12.4 Cinemas and Theatres
3.4.13 Residential Space
3.4.13.1 Environmental Aspects
3.4.13.2 Parks and Gardens
3.4.13.3 Vegetation
3.4.13.4 Trees/Forests
3.4.13.5 Pollution Free Environment
3.4.14 Other Parameters
3.4.15 Implementation
3.5 Low or High Density
3.6 Conclusion
References
Chapter 4: Infrastructure Vision for Sustainable Development
4.1 Objectives of Development
4.1.1 The Three Objectives of Development
4.1.2 Development in Practice
4.1.3 Possible Strategies
4.2 Sustainable Development
4.2.1 Sustainability
4.2.2 Possible Reasons for Non Sustainability
4.3 Extractive Industries Causing Environmental Concerns
4.3.1 Oil
4.3.2 The Hardrock Mining Industry
4.3.3 The Logging Industry
4.3.4 The Seafood Industry (Marine Fisheries)
4.4 Important Considerations
4.4.1 There Is No Such Thing as a Free Lunch!
4.4.2 Urgent Environmental Issues
4.4.3 Possible Approaches to Solutions
4.5 Sustainable Development Goals
4.6 Using Infrastructure to Achieve SDGs
References
Chapter 5: The Long Term Plan for Infrastructure
5.1 Introduction
5.2 Planning Investment in the Water Sector
5.3 Basic Activities Required
5.3.1 Assess the Infrastructure (Water) Requirements
5.3.2 Assess the Water Availability
5.3.3 Preliminary Matching of Resources and Requirements
5.3.4 Formulating Possible Schemes
5.3.5 Cost Estimates of Schemes
5.3.6 Formulating the Draft Master Plan
5.3.7 Marketing the Master Plan and Acceptance Thereof
5.3.8 Feasibility Studies
5.3.9 Looking for Funds
5.3.10 Implementation of Proposed Schemes
5.4 Planning the Activities
5.5 Establishing the Time Frame
5.6 Action Plan for Safeguarding Infrastructure Availability
5.6.1 The Plan Period
5.6.2 The Long Term Plan
5.6.3 The Medium Term Plan
5.6.4 The Short Term Plan
5.6.5 Carrying Out the Infrastructure Estimation Exercise
5.7 Use of the Backcasting Method
5.7.1 The Possible Demographic Changes
5.7.2 Applying the Backcasting Method
5.8 Conclusion
References
Chapter 6: Infrastructure as a System
6.1 Interactions Between Water and Other Sectors
6.2 Interactions Among Infrastructure Sectors
6.3 Systems Analysis in Infrastructure Sectors
6.3.1 System Concepts
6.3.2 System Characteristics
6.3.3 Complexity
6.3.4 Organisations as Systems
6.3.5 The Systems Approach
6.3.6 Enlarging the Paradigm
6.4 Applying Systems Analysis to Infrastructure
6.4.1 Overview
6.4.2 Scenarios and Assessment
6.4.3 Step 1: Scenario Generation
6.4.4 Step 2: Strategy Generation
6.4.5 Step 3: Infrastructure System-of-Systems Models
6.4.6 Step 4: Evaluating Infrastructure Strategies
6.5 Elements of System Dynamics Modelling
6.5.1 Physical flows
6.5.2 Level and Rate Variables
6.5.3 Information Flow
6.5.4 Flow Diagrams
6.5.5 Delays
6.5.6 Smoothing of Information
6.5.7 Table Functions
6.6 Modelling Principles
6.6.1 Causal Loops
6.6.2 The Diagramming Approach
6.6.3 Simple to Complex Modelling
References
Chapter 7: Economic and Social Aspects of Infrastructure
7.1 Welfare Economics
7.2 The Benefit-Cost Viewpoint
7.3 The Allocation of Incommensurable Resources for Incommensurable Goods
7.4 Social Welfare Functions
7.4.1 Simple Profit or Benefit-Cost Ratio Maximization
7.4.2 Profit Maximization with Inclusion of Secondary Social Benefits and Costs
7.4.3 Profit Maximization with Constraints
7.4.4 Vote Maximization
7.4.5 Democratic Strength of Preference
7.5 Designing Measures of Effectiveness: Public Health
7.6 Allocation of a Scarce Resource Space for Cars
7.6.1 By Congestion Pricing
7.6.2 By Rationing
7.6.3 By Money Pricing
7.7 Engineering as Opposed to Construction
7.8 Social Aspects of Infrastructure
7.8.1 Sustainable Knowledge Infrastructure
7.8.2 Infrastructure as Stored Potential
7.8.3 Water Matters
7.8.4 Treating People Differently
7.8.5 Projects and Promises
7.8.6 Is Infrastructure = Development?
7.8.7 Infrastructure as Country Icons
7.8.8 Aesthetics of Infrastructure
7.9 From Inception to Oblivion
References
Chapter 8: Analysis of Environmental Impacts of Infrastructure
8.1 Economic Measurement of Environmental Impacts: Theory
8.2 Generally Applicable Techniques
8.3 Using Market Prices to Value a Change in Production
8.3.1 Changes in Productivity
8.3.2 Loss of Earnings
8.3.3 Opportunity Cost
8.4 Using Market Prices to Value Costs
8.4.1 Cost-Effectiveness Analysis
8.4.2 Preventive Expenditures
8.4.3 Choosing a Technique
8.5 Potentially Applicable Techniques
8.6 Techniques Using Substitute Market Prices
8.6.1 Property Values
8.6.2 Other Land-Value Approaches
8.6.3 Wage Differentials
8.6.4 Travel Cost
8.6.5 Marketed Goods as Environmental Surrogates
8.7 Cost Analysis
8.7.1 Replacement Costs
8.7.2 Relocation Costs
8.7.3 Shadow Projects
8.7.4 Summary
8.8 Survey-Based Methods and Macroeconomic Models
8.8.1 Contingent Valuation Methods
8.8.2 Bidding Games
8.8.3 Take-it-or-Leave-it Experiments
8.8.4 Trade-off Games
8.8.5 Costless Choice
8.8.6 Delphi Technique
8.8.7 The Limitations of Contingent Valuation
8.9 Macroeconomic Models
8.9.1 Generalised Input-Output Models
8.9.2 The Basic Procedure
8.9.3 Input-Output Models: Including the Environment
8.9.4 LeontiefΒ΄s Extended Input-Output Tables
8.9.5 Limitations of Input-Output Models
8.9.6 Linear Programming Models
8.9.7 Limitations of Linear Programming
8.10 Economic Measurement of Environmental Impacts: Limits
8.10.1 Income Distribution
8.10.2 Intergenerational Equity
8.10.3 Risk and Uncertainty
8.10.4 Irreversibility
8.10.5 Value of Human Life
8.10.6 Incrementalism
8.10.7 Cultural, Historical and Aesthetic Resources
8.10.8 Summary
References
Chapter 9: Quality and Reliability of Infrastructure
9.1 Quality and Reliability in Infrastructure
9.2 Introduction to Quality and Reliability
9.2.1 The Meaning of Quality
9.2.2 The Meaning of Reliability
9.2.3 The Meaning of Failure
9.2.4 Effects of Time on Reliability
9.3 Importance of Quality and Reliability
9.3.1 Introduction
9.3.2 Infrastructure Unreliability
9.3.3 Costs of Unreliability
9.3.4 Effect on Cost Recovery
9.3.5 Distributional Effect
9.3.6 The Growing Importance of Reliability
9.4 Demand for Quality and Reliability
9.5 Building Quality and Reliability in Infrastructure
9.5.1 Introducing Quality into Infrastructure
9.5.2 Implications of the Concept
9.5.3 Cost-Benefit Analysis
9.5.4 Focusing on Reliability to Improve Productivity
9.6 Reliability of Systems
9.6.1 Reliability of Systems
9.6.2 Series Systems
9.6.3 Parallel Systems
9.6.4 General Series-Parallel System
9.6.5 Standby Redundancy
9.7 Measures of Reliability
References
Chapter 10: Climate Change and Infrastructure
10.1 Introduction
10.2 Climate Change Variables
10.2.1 Climate Change Impacts on Infrastructure Sectors
10.2.2 Exposure and Vulnerability of Infrastructure to Climate Hazards
10.2.3 Frequency or Return Period to Be Considered
10.2.4 Is a Return Period of 50 Years Acceptable?
10.3 Preparing Infrastructure for Climate Change
10.3.1 Introduction
10.3.2 Government Role
10.3.3 Private Sector Led Adaptation
10.3.4 Investors
10.3.5 Infrastructure Owners and Operators
10.3.6 Economic Regulators
10.3.7 Insurers and Re-insurers
10.3.8 Engineering Sector
10.3.9 Research Community
10.3.10 The Cost of Infrastructure Adaptation
10.4 Approaches and Mechanisms to Support Climate Resiliency
10.4.1 Approaches
10.4.2 Vulnerability Approach
10.4.3 Increasing Resilience
10.4.4 Suggested Policies to Increase Infrastructure Resilience
10.4.5 Examples of Policy Options
10.5 Challenges and Barriers
10.5.1 Introduction
10.5.2 Information Gaps
10.5.3 Managing Uncertainties
10.5.4 Balancing Priorities
10.5.5 Short-Term Regulatory Focus
10.5.6 Capital Projects Discounting
10.6 Conclusion
References
Chapter 11: Infrastructure Resilience
11.1 Vulnerability and Resilience
11.1.1 Vulnerability
11.1.2 Resilience of Systems
11.1.3 Sectors Needing Resilience
11.1.4 Definition of Resilience
11.1.5 Relationships Between System Capacities, Performance, and Recovery
11.1.6 Resilience Enhancement Features and Resilience Sectors
11.2 Assessing Infrastructure Resilience
11.3 Qualitative Assessment
11.3.1 Risk Analysis Approach
11.3.2 Resilience Assessment Approach
11.4 Quantitative Assessment
11.4.1 Resilience Efficiency
11.4.2 Resilience Quality
11.4.3 Effort (Cost) Resilience
11.4.4 Comparison
11.5 Using Cost Benefit Analysis for Resilience
11.5.1 General Principles
11.5.2 The Actors
11.5.3 CoBAYe
11.5.4 Resilience
11.6 Case Study: Resilience in a Water Supply Network
11.6.1 Vulnerability in the System
11.6.2 Remedial Measures
11.6.3 Resilience Features in the Water Supply System
11.6.4 Cost of Providing Resilience
11.7 Conclusion
References
Chapter 12: Disaster Recovery and Management
12.1 Introduction
12.2 Vulnerability
12.2.1 Disaster
12.2.2 Hazard and Risk
12.2.3 Vulnerability
12.3 Risks and Their Origin
12.4 Factors Influencing Risk Perception
12.5 Risk Hazard Classification
12.6 Measuring Disasters
12.7 Risk Management Framework
12.8 Before the Disaster
12.8.1 Prediction Techniques
12.8.2 Monitoring Techniques
12.8.3 Warning
12.8.4 Risk Reduction
12.8.5 Risk Reduction Strategies
12.9 Management of Disasters
12.9.1 Reducing the Magnitude of the Disaster
12.9.2 Time Management
12.9.3 Crisis Management Tools
12.9.4 Geography of the Crisis Management
12.10 After the Disaster
12.10.1 Assessing the Impacts
12.10.2 Unequal Compensation
12.10.3 Reconstruction Principles
12.11 Conclusion
References
Chapter 13: Modelling in Infrastructure Planning
13.1 Introduction
13.1.1 Infrastructure Problems
13.1.2 Basic Rules of Modelling
13.1.3 Communication Between Decision Makers and Modellers
13.2 Operations Research Methodology
13.2.1 Formulating the Problem
13.2.2 Constructing a Model for the Problem
13.2.3 Deriving a Solution from the Model
13.2.4 Testing the Model and the Solution Derived from It
13.2.5 Establishing Controls over the Solution
13.2.6 Implementing the Solution from the Model
13.3 Types of Mathematical Models
13.3.1 Mathematical Techniques
13.3.2 Statistical Techniques
13.3.3 Inventory Models
13.3.4 Allocation Models
13.3.5 Sequencing Models
13.3.6 Routing Models
13.3.7 Competitive Models
13.3.8 Queuing Models
13.3.9 Dynamic Programming Models
13.3.10 Simulation Techniques
13.3.11 Decision Theory
13.3.12 Replacement Models
13.3.13 Heuristic Models
13.3.14 Goal Programming
13.3.15 Reliability Theory
13.3.16 Markov Analysis
13.3.17 Combined Methods
13.4 Operations Research in Infrastructure
13.4.1 Suitability to Infrastructure
13.4.2 Scope of Operations Research
13.4.3 Applications of Operations Research
13.5 Advantages and Disadvantages of Modelling
13.5.1 Advantages
13.5.2 Difficulties in Operations Research
13.5.3 Limitations of Operations Research
13.6 Simulation of Operating a Water Reservoir
Reference
Chapter 14: Multi Sector/Purpose Infrastructure Planning
14.1 Introduction
14.1.1 Multiple Goals and Objectives
14.1.2 Infrastructure Planning
14.1.3 The Role of Modelling
14.2 Descriptive Models of the Planning Process
14.2.1 The Policy-Making Process
14.3 Planning Strategies
14.4 Infrastructure Planning Objectives
14.4.1 Principles for Infrastructure Planning
14.4.2 Quantifying Infrastructure Planning Objectives
14.4.3 Mathematical Models for Multiobjective Planning
14.5 Trade-Offs and Political Feasibility
14.6 Formulation of Planning Alternatives
14.7 Plan Selection: The Identification of Politically Feasible Alternatives
14.7.1 When Preferences Are Certain
14.7.2 STEM, an Iterative Procedure
14.7.3 When Preferences Are Uncertain
14.8 Summary
References
Chapter 15: Multi Objective Evaluation Criteria for Infrastructure
15.1 Multi-criteria Analysis
15.1.1 Introduction
15.1.2 Multi-criteria Evaluation Models
15.2 The Simple Additive Weighting (SAW) Model
15.3 The Simple Additive Weighting Method in Practice
15.4 Sensitivity Testing
15.5 Probabilistic Additive Weighting
15.5.1 Introduction
15.5.2 Expected Value
15.5.3 Variance
15.6 Allocating Weights to the Decision Criteria
15.6.1 Presumption of Equal Weights
15.6.2 Ranking System for Obtaining Weights
15.6.3 Ratio System for Obtaining Weights
15.6.4 Pairwise Comparison Weighting System
15.6.5 The Resistance-to-Change Grid
15.6.6 Hierarchy of Weights
15.6.7 Multiple Weighting Systems
15.6.8 Scoring Systems for the Criteria
15.7 Summary
References
Chapter 16: Decision Taking with Infrastructure
16.1 Risk Assessment and Management
16.1.1 Introduction
16.1.2 Risk
16.1.3 Risk Management
16.2 Decision Theory
16.2.1 Steps in Decision Theory Approach
16.3 Decision Making Environments
16.4 Decision Making Under Conditions of Certainty
16.5 Decision Making Under Conditions of Uncertainty
16.5.1 Maximax Criterion
16.5.2 Maximin Criterion
16.5.3 Minimax Regret Criterion
16.5.4 Hurwicz Criterion (Criterion of Realism)
16.5.5 Laplace Criterion (Criterion of Rationality)
16.6 Decision Making Under Conditions of Risk
16.6.1 Expected Value Criterion
16.6.2 Expected Opportunity Loss (EOL) Criterion
16.6.3 Expected Value of Perfect Information (EVPI)
16.6.4 EMV for Items That Have a Salvage Value
16.6.5 Use of Incremental (Marginal) Analysis
16.6.6 Maximum Likelihood Criterion
16.6.7 Expected Value Criterion for Continuously Distributed Random Variables
Reference
Chapter 17: Infrastructure as Public or Private Goods
17.1 The Different Kinds of Goods
17.1.1 Characteristics
17.1.2 Excludability
17.1.3 Rivalrousness
17.2 Public Goods
17.2.1 The Free-Rider Problem
17.2.2 Consumption Goods and Capital Goods
17.3 Capital Goods
17.3.1 Rival Consumption Good (Bread Example)
17.3.2 Rival Capital Good (Scrap Steel Example)
17.3.3 Nonrivalrous Consumption Goods and Nonrivalrous Capital Goods
17.4 Social Goods
17.4.1 Nonmarket Goods
17.4.2 Merit Goods
17.4.3 Social Capital
17.5 The Relationship Between Social Goods and Externalities
17.6 Societal Demand for Infrastructure
17.6.1 Introduction
17.7 Commercial, Public and Social Infrastructure
17.7.1 Categories of Infrastructure
17.7.2 Commercial Infrastructure
17.7.3 Public and Social Infrastructure
17.7.4 How Demand Manifestation Problems Lead to Supply Problems
17.8 Infrastructure Is Dynamic
17.8.1 Infrastructure Changes Status
17.8.2 The Risk of Misdirected Prioritization, Optimization, or Design
17.8.3 Uncertainty with Infrastructure Resources
References
Chapter 18: Infrastructure Markets and the Private Sector
18.1 Introduction
18.2 Traditional Project Financing
18.3 The History of Build, Operate, Transfer
18.3.1 The First BOT Project in the Modern World: The Suez Canal
18.3.2 Lessons from This Example
18.3.3 Recent BOT Projects
18.4 Characteristics of BOO - BOT Projects
18.4.1 Partners
18.4.2 General Mechanism of BOO - BOT
18.5 The Advantages of a BOT Offering
18.5.1 To the Host Government
18.5.2 To the Citizens of the Host Country
18.5.3 To the BOT Consortium
18.6 BOT Partners Interactions
18.6.1 Role of the Sponsor/Project Company
18.6.2 Role of Host Government/Government Utility
18.6.3 Role of Multilaterals
18.7 Implementing a BOT Package
18.8 Structuring a BOT Financing Package
18.8.1 Introduction
18.8.2 Financial Viability
18.8.3 Debt Participants Requirements
18.8.4 Host Government Support
18.8.5 Pricing
18.8.6 Subordinated Loans by Government
18.8.7 Foreign Currency Issues
18.8.8 Transfer to Host Government
18.8.9 Earning Assets
18.8.10 Regulatory and Fiscal Issues
18.9 Analysis of BOT Project Risks
18.9.1 Introduction
18.9.2 Risk Analysis
18.9.3 Natural Risks
18.9.4 Technical Risks
18.9.5 Financing Risks
18.9.6 Debt Service Risks
18.9.7 Inflation Risks
18.9.8 Foreign Exchange Risks
18.9.9 Escrow Accounts
18.9.10 Political Risks
18.9.11 Political Risk Insurance
18.9.12 Force Majeure
18.9.13 Protection from Competition
18.9.14 Operational Risks
18.9.15 Risk Backstopping
18.10 Project Agreements
18.10.1 Concession Agreement/Implementation Agreement
18.10.2 Shareholders Agreement
18.10.3 Escrow Agreement
18.10.4 Sales/Purchase Agreement
18.10.5 Supply Agreement
18.10.6 Construction Agreement
18.10.7 Operations and Maintenance (O & M) Agreement
18.10.8 Insurance Policies
18.10.9 Loan Agreement
18.11 Sectors where BOT May Be Applied
18.12 Applicability of BOT in Mauritius
18.12.1 Basic Financial Principle
18.12.2 Welfare Economics
18.12.3 Taxpayer Pays for Better Service
18.12.4 Hotels - The Foreign Tourist Pays
18.13 Conclusion
References
Chapter 19: Cost Allocation for Infrastructure Implementation
19.1 The Need for Cost Allocation
19.1.1 Introduction to the BPP Principle
19.1.2 Background
19.1.3 Applications of BPP in Infrastructure
19.2 Criteria for Cost Allocation Method
19.3 Basic Definitions Relating to Cost Allocation
19.3.1 Project
19.3.2 Function/Purpose
19.3.3 Cost
19.3.4 Benefits
19.3.5 Allocation of Cost
19.3.6 Alternative Cost
19.3.7 Alternative Justifiable Cost (Expenditure)
19.3.8 Justifiable Cost
19.3.9 Specific (Exclusive) Cost
19.3.10 Remaining Alternative Cost
19.3.11 Separable Cost
19.3.12 Joint Cost (Common Cost/Distribution Cost)
19.3.13 Remaining Benefit
19.3.14 Vendibility
19.4 Basic Principles for Allocation of Cost
19.4.1 Basic Components
19.4.2 Basic Principle of Cost Allocation
19.4.3 Common Allocation Procedures
19.4.4 Current Cost Allocation Methods
19.5 Brief Description of Each Method
19.5.1 Alternative Cost Method
19.5.2 Alternative Justifiable Cost Method (AJC Method)
19.5.3 Bearability Concept
19.5.4 Benefits Methods
19.5.5 Ceiling Allocation (or Priority of Use) Method
19.5.6 Equal Apportionment Method
19.5.7 Separable Costs - Remaining Benefit Method (SCRB Method)
19.5.8 Use of Facilities Method
19.5.9 Vendibility Method
19.5.10 Apportioning Joint Cost
19.5.11 Suitability of the Various Methods
19.6 Allocation Mechanisms Commonly Used
19.6.1 Introduction
19.6.2 The SCRB Method
19.6.3 The Alternative Justifiable Expenditure Method (AJE)
19.6.4 The Use-of-Facilities (UoF) Method
19.7 Examples
19.8 Precautions - Problems
References
Chapter 20: Human Resources Management for Infrastructure
20.1 Infrastructure and Its Design Requirements
20.1.1 Nature and Characteristics of Failure
20.1.2 Critical and Degraded Failures
20.1.3 Evident Failures
20.1.4 Hidden Failures
20.1.5 Incipient Failures
20.1.6 Incipiency
20.1.7 Limits to the Application of Condition Monitoring
20.1.8 Desirable Infrastructure Design Quality
20.2 Infrastructure and its Operation Requirements
20.2.1 The Operating Conditions
20.2.2 The Feedback Control Model
20.2.3 Life Without Failure
20.2.4 Capability and Expectation
20.2.5 Human Failures
20.3 Infrastructure and its Maintenance Requirements
20.3.1 Maintenance
20.3.2 Types of Maintenance
20.3.3 The Need for Maintenance
20.4 Human Resources Availability
20.4.1 Four Kinds of People
20.4.2 Skills Required
20.4.3 Training
20.5 Manpower Training
20.5.1 Maintenance Skills Facts
20.5.2 Steps to a Successful Training Programme
20.5.3 How to Get the Training an Organization Needs
20.6 Human Resources Management for Infrastructure
20.6.1 Managerial Power and Politics
20.6.2 What Does Human Resource Management (HRM) Do?
20.6.3 Quality Circles
20.6.4 Service Delivery
References
Chapter 21: Quality of Infrastructure Service Delivery
21.1 Introduction
21.1.1 Customer Service from Infrastructure Services
21.1.2 Examples of Infrastructure
21.2 Customer Expectations
21.2.1 Apollo Hospital, Mauritius
21.2.2 Victoria Hospital, Mauritius (Anecdote 1)
21.2.3 Victoria Hospital, Mauritius (Anecdote 2)
21.2.4 Clinic in Cape Town, South Africa
21.2.5 Hospital in Paris, France
21.2.6 Hospital in Toulouse, France
21.2.7 Customs - Airport 27 August 2017
21.2.8 New Road to Plaisance Airport, Mauritius
21.3 Service
21.3.1 Service
21.3.2 Quality
21.3.3 Service Quality
21.4 Customer Perception
21.4.1 Customer Expectations
21.4.2 Word of Mouth Communications
21.4.3 Personal Needs
21.4.4 Past Experience
21.4.5 External Communications
21.5 Characteristics of Services
21.6 The SERVQUAL Model
21.6.1 The SERVQUAL Model
21.6.2 Deficiencies Highlighted by the Model
21.6.3 Expectancy Pattern
21.6.4 Service Quality Determinants
21.7 The RATER Model
21.7.1 The RATER Model
21.7.2 Understanding the RATER Metrics
21.8 The GAP Model of Service Quality
21.8.1 The GAP Model of Service Quality
21.8.2 Knowledge Gap
21.8.3 Standards or Policy Gap
21.8.4 Delivery Gap
21.8.5 Communications Gap
21.8.6 Satisfaction Gap
21.8.7 Summary
21.9 Quality Service in the Public Sector
21.10 Satisfying the Customer
21.11 Cost Recovery as a Method to Improve Customer Service
21.12 Conclusion
References
Chapter 22: Infrastructure Implementation
22.1 Examples of Project Implementation
22.1.1 Taj Mahal
22.1.2 The Great Pyramid
22.1.3 The Space Race
22.1.4 Resources
22.2 What Is a Project? What Is Management?
22.2.1 Project Definition
22.2.2 Definitions
22.2.3 Parties to the Project
22.2.3.1 Promoter
22.2.3.2 Consultant
22.2.3.3 Contractors
22.2.3.4 The Funding Agency
22.3 Project Inspiration and Implementation
22.3.1 Project Inspiration
22.3.2 Appraisal by Client
22.3.3 Appraisal (Review) by Third Party
22.4 The Project Cycle
22.4.1 Identification and Definition
22.4.2 Preparation and Formulation
22.4.3 Appraisal and Funding
22.4.4 Implementation
22.4.5 Evaluation
22.5 Project or No Project
22.5.1 Without Project State
22.5.2 With Project State
22.5.3 Without and With Project Comparison
22.6 Project Management in Theory
22.6.1 Introduction
22.6.2 The Project Management Cycle
22.7 Project Assessment
22.7.1 PromoterΒ΄s Intention
22.7.2 Establishment of Requirements
22.7.3 Investigations by the Consultant
22.7.4 Outline Programme
22.7.5 Estimates of Cost
22.7.6 ConsultantΒ΄s Report or Feasibility Study
22.7.7 Presentation to Promoter
22.7.8 Form of Report
22.7.9 Decision to Proceed With the Project
22.8 Project Implementation
22.8.1 Appointment of Contractor
22.8.2 Appointment of Consultant
22.8.3 Best Value at Budget Price
22.8.4 Best Value With Weightage
22.8.4.1 Typical Tendering Terms
22.8.4.2 Observation
22.8.5 Project Supervision
22.8.6 Operation and Management
22.9 Project Management in Practice
22.9.1 Scope of Management
22.9.2 Project Within Project
22.9.3 Management Limitations
22.10 The Project Management Cycle Re-visited
References
Bibliography
Index