to take an active role in client integrated water...

Client

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bringing visions to life Dorsch Gruppe

Thomas de Beyer 09. 02. 2014

Empowering regional civil society networks

to take an active role in

Integrated Water Resources Management (IWRM)

in the Southern Mediterranean Region (ENTIRE)

February 2014 Amman, Jordan

Client

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1. Reflection on objectives and approach to Water Utilities problem

2. Modules of a OMS Project:

a) Geographic Information System (GIS)

b) Customer Management

c) Financial Management

d) Maintenance and Repair

3. Way forward

agenda

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Water Utilities Problems

Water Utilities are

important water

consumer relaying on

high quality of local

quality or do import

from other regions

Administrative

water losses

decrease the

technical capacities

of the utility

Technical water

losses increase

stress on water

resource

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Inefficiency and Losses

in Water Utilities

Inadequate

maintenance

Low service

quality

Low perception of

value

(Water & Service)

Inadequate

investment

Operational

inefficiency

Low willingness

to pay

Infrastructure

degradation

Source: based on UN WWDR 2009

Financial

Shortcomings

Breaking

the spiral

Efficient and

sustainable use of

water resource

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Water Utilities – Approach

• GIZ commanded to develop efficient approach to WU

• Dorsch Gruppe worked on this approach since late ‘90-

ties in Jordan

• Today in MENA the approach in implemented by different

countries, supported by various donors

(latest is the SDC in Aswan/ Egypt)

• Strategy:

• tackling the root data

• establish proper modern customer management

• improved revenue collection from better quality

commercial processes

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• establishment of a GIS, incorporation of the water supply

and sewerage network data; Comprehensive Subscriber

Survey (CSS).

• Validated geographic connection/customer data

• Analysis of the fundamental customer management

processes/procedures

• Reengineering of the relevant procedures by adding

important missing steps and eliminating the unnecessary

or faulty ones.

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• Introduction of reliable NRW calculation and Water

balance

• Improve the Financial Systems and management

• Improve cost recovery also by reducing cost

• Analysis of Maintenance and Repair management

• Introduction of Maintenance and Repair (M&R)

management tools and capacity building measures

• Improve Investment management by thorough evaluation

of M&R information

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Cu

sto

me

r M

an

age

men

t

GIS-based

Management

Improved

Customer

Management

Info

rma

tion M

an

age

ment

Op

era

tio

ns M

an

age

me

nt

Fin

an

cia

l M

an

age

ment

Staff Training

Geographic Identification

of Customers

Data Collection

Hardware & Software

User Needs Analysis

Network Digitalization

GIS Digital Basedata

GIS Applications

GIS Core Unit

Commercial Accounting

Standards

Financial Reporting

Investment Planning

Commercial Accounting

Section

Financial Management

System

Increased

Transparency

Asset Management

CSS Database

Customer Service

Centre

Comprehensive

Subscriber Survey (CSS)

CSS Taskforce

Billing System

Improved

Technical

Operation

Maintenance

Management

Network Optimization

Energy Efficiency

NRW Reduction

Spacial Network

Information

Assets Locations and

Properties

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Water Utilities Problems • Customer management is a complex task:

unreliable base data, lack of computer-based supporting

business processes, low staff qualifications, culture of

insufficient payments by customers.

• Unreliable base data: poor quality / availability of maps,

incorrect or outdated addresses, customer contact details

missing etc.

• Worsened by damaged meters, faulty meter reading

practices, unsealed meters, illegal connections and

reconnections, involvement of staff in fraudulent practices,

and inadequate processes for receipting and debt

recovery.

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Water Utilities - Approach

• Completion of the CSS vital geographic link between

the physical connection address (GIS) and the updated

information on the customer

• Commercial database becomes outdated rapidly

• Improved revenue recovery!

Result of optimized GIS-based reading routes & rotation of

meter-readers and better meter-reader and reading

management

• Utility management improve commercial efficiency, and

collections, by better processes and systems to

proactively management:

• Realistic estimated meter readings if there are meter

problems

• Sealing of installed meters to prevent or highlight

tampering

• Disconnections for overdue account balances and follow-

up

• Meter movement and performance management

• Accurate maps for field service inspections and

maintenance or repair jobs

• Customer payment options for paying bills

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OMS Core Objectives and Indicators

General Overall Objective of GIZ Programs “Management of Water

Resources”

Public water institutions, water utilities and water users manage the water

resources efficiently and sustainably.

Specific Objective of the OMS Components

The performance and capability of water institutions responsible for the

implementation of Water Strategy and the Drinking Water and Sanitation

services are strengthened.

Component Indicator

The water utilities improve their operating cost recovery from x % to y %.

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Decentralization

OMS Core Objectives

Public Water Companies /

Management Contracts

OMS Support

Service Outsourcing /

Performance Contracting

Internal Capacities

Public Water

Administrations

Perf

orm

an

ce

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agenda







3. Way forward

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Building an integrated foundation for improvement

Geographic Information System GIS

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Space due to wrong separation of building – wrong estimated distance

Wrong building structure

Example for Field Check for Base Mapping, preparation for the

Comprehensive Customer Survey

Geographic Information System GIS

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#S

#S

#S

#S

#S

#S

#S

#S

#S

#S

#S

#S

#S

#S

#S

#S

#S

#S

#S

#S

#S

#S #S#S#S

B

B

B

B

Geographic Information

System GIS

From basic Satellite Image and

As-Build Drawing to a Basemap

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Customer Management

Task Force Action

Feedback to CSS

Database

3

4

Preparation of

digital map (GIS)

Generation of unique

customer address

1

Field Survey

2

Address Confirmation

GIS Mapping Tasks

- Map Updating

- Quality Check

Database Tasks

- Data Entry

- Quality Check

- Generating Reports

Workflow of Comprehensive

Subscriber Survey (CSS)

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Customer Management

Improved

Customer

Management

Services

Comprehensive

Subscriber Survey

(CSS)

CSS Taskforce

Link GIS-Billing

Customer Service

Center (CSC)

Business Process Re-

Engineering Increased

Revenue

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Meter Reading –

manual readings are history

• Log files – paper reading list

• Meter reader with large monthly printed list’s

Paper log files for

meter reading are

used in all Yemeni

water utilities. A

smaller Utility like

Ibb already

consumes >7,000

sheets monthly

• Data entry – typing errors

• Clerks enter thousands of numbers daily – typing error

• Extra loop for abnormal readings

• Field check necessary for each case

• Many cases never checked

Customer Management

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Mobile technology – introduction of HHU

• Transfer paper

file to a computer

• Readings entered

to a computer on

the spot

• Synchronize readings to the billing

system

• Automated data transfer to billing system

• Time saving

• Reduce the human error

• No typing errors in HQ

Customer Management

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Route digitizing

• Reading Routes optimized on the map

• Shorter distance, no forgotten cases

• Adapted routes length • Reading routes saved to

the computer

• Transparent distribution,

easy to adapt

• Obligation to follow routes

• Meter reader has to respect

sequence, less tampering

• Monitoring of Meter

Readers performance • Link problems to a mapped

location

• Observed problems marked on a

map, easy to be identified for repair

Customer Management

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GIS + GPS integrated

• Guide the meter reader to the

meter

• Meter reader’s “Navigation

System”

• Following routes for everybody.

Totally broken “readers

monopoly”.

GIS-Route on HHU showing

GPS location

Confirmation of building and

Customer information

Enter a new reading

Save a new reading

Go to next record

Customer Management

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GIS + GPS integrated • Change routes without problem

• Restrict readings to the Meter

location

• reading only at correct location

• No more “coffee shop reading”

Customer Management

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GIS + GPS integrated • Avoid most human error

• (photo-) Documentation of problems

• GPS-tagged photo of each problem &

observation archived in database

Customer Management

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Results of GIS + GPS integration

Customer Management

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Results of GIS + GPS integration

• Reading Cycle duration in manual mode:

22 days

• Reading cycle after implementing HHU

with GIS & GPS:

12 days (monthly cycle)

• Data entry eliminated

( 3 person full time now free for other tasks)

Customer Management

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Managerial

Accounting

Section

Accounting

Standards Managerial

Accounting

System

Asset

Management

Investment

Planning

Financial

Reporting

Increased

Transparency

P&L Statements

Balance Sheets

Billing System

Human Resource

System

Financial Management

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Maintenance and Repair Management

Maintenance

and Repair

DCMMS

Hot Spot

Analysis

Leakage

Management

Call Center

Preventive

Maintenance

Water Loss

Reduction

Water Balance

BMFO

Network

Optimization

Reduced

Costs

Improved

Operation

of Facilities

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Maintenance Management based on DCMMS

Call Centre Repair Team

DCMMS Tool

GIS / web-based

Complaints

Complaint follow-up Repair reports

Workorder

Customer / Public


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Development of Central DCMMS and pilot implementation

More stable ICT environment

Improvement in complaint handling

Shorten of repair response time

Enhance reliability of DCMMS data (elimination of errors)


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Pipe material related

analysis Pressure related analysis Leakage density analysis Leakage location analysis

Benefits of Maintenance Management based on DCMMS

GIS-based Data Analysis


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Selection of area for targeted investment Pilot Zone /

DMA boundary

Targeted investment

/ replacement of

tertiary network


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Result of targeted investment (example: Pilot area Zarqa / KfW Investment Fund)

Approximately 20% of

network in pilot areas was

replaced

• NRW reduced from 55%

to 30% in entire pilot

zone / DMA

• Supply continuity

improved / No-Water

Complaints stopped

• 78% leak reduction

within targeted area


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Maintenance Management System (DCMMS)

in JORDAN

DCMMS introduced in 2007 as stand alone system and used in 9

Directorates.

Follow up of DCMMS activities by OMS until 2010

Business Integration workshop and “Handing over” to WAJ in June 2010

However still strong support from OMS required

Quality of collected data partly reducing

Leak statistics available in GIS and used by consultants as decision support

for investment measures

DCMMS Application

Repair Team

Call Center

Leakage entry &

Complaint follow-up

Repair reports

Customers

Leakage

Work orders

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Implementation of DCMMS Application in Middle Governorates

!!

!!

!

!

!

!

!

MAFRAQ

AMMAN

MA'AN

KARAK

IRBID

AJLOUN

JARASH

DEAD SEA

DEAD SEA

ZARQA

BALQA

MADABA

Zarqa Office

Rusaifah Office

Madaba Office

Dhiban Office

Nourth ShounahOffice

Dair Allah Office

Salt Office

Ain Basha Office

Fuhais Office

MA'AN

MAFRAQ

AMMAN

AQABA

KARAK

IRBID

TAFILAH

AJLOUN

JARASH

DEAD SEA

DEAD SEA

ZARQA

BALQA

MADABA


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User Needs Analysis

GIS Applications

GIS Core Unit

Assets Locations and

Properties

Digitalization of

Networks

Digital

basedata

Managerial

Accounting Section

Accounting

Standards Managerial

Accounting System

Asset

Management

Investment

Planning

Financial

Reporting

Increased

Transparency

P&L Statements

Balance Sheets

GIS-based

Management

Hydraulic Modelling

Leakage Control

Geographic Identification

of Customers

Data Collection

Hardware & Software

Staff Training

Improved

Customer

Management

Services Maintenance and

Repair

DCMMS

Hot Spot Analysis

Leakage Management

Call Center

Preventive

Maintenance

Water Loss

Reduction

Water Balance

BMFO

Network

Optimization

Comprehensive

Subscriber Survey

(CSS)

CSS Taskforce

Link GIS-Billing

Customer Service

Center (CSC)

Business Process

Re-Engineering

Billing System

Human Resource

System In

form

atio

n M

anag

emen

t

Cu

sto

mer

Man

agem

ent

Op

erat

ion

s M

anag

emen

t F

inan

cial

l M

anag

emen

t

Increased

Revenue

Reduced

Costs

Improved

Operation of

Facilities

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3. Way forward

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Next step in Yemen:

Billing – at the Door Step

• Read an print the bill at once

• Reduce the accounts receivable to < 1 month

• Improve the relation, transparency and trust of the

customer

(reduce number of “lost bills)

• Improves monthly NRW calculation (shorter data

treatment delay)

• Precondition to faster (direct) payment of bills

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Outlook: GIS & GPS for Maintenance

Management System in Yemen

• Guide the repair team to the problem’s location,

reduces response time

• Professional documentation of the encountered

problem, adjustment of the real location

• Monitoring of field team’s movement and

performance

• Option to better coordinate and monitor stores

management

• Updating of maps on the real spot, higher

accuracy and reliably of object attributes

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JORDAN

Northern Governorates

Amman

Governorate

Aqaba

Governorate

Zarqa

Governorate

Aqaba Water Company

•Public Company since 2001 / 2002

Miyahouna Water Company

•Public Company since 2007

Yarmouk Water Company

• Public Company 2010-2013

•

“Zarqa Water Company”

•Currently under preparation

• To be established in 2012 / 2013

PSP Customer Management and Network

Maintenance (Madaba, Balqa, Karak)

•Started in 2006

Balqa Governorate

Madaba Govern.

Karak Governorate

Steps in Jordan – Transformation of Sector

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Cha

nge

Integrated Utility Management

External Support

PSP / Outsourcing

Path of utility transformation in Jordan

Internal Capacities

Operational Efficiency

Financial Performance

Governmental Structures

Steps in Jordan – Transformation of Sector

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Performance Monitoring in Service Outsourcing

(i.e. Micro-PSP or Micro-BOT)

Contract

Commencement

Contract

Resolution

Performance

data

Performance

data

Performance

data

Performance

data

Performance

data

KPIs

KPIs

KPIs

KPIs

KPIs

Variable Fee

Variable Fee

Variable Fee

Variable Fee

Variable Fee

Payment 1

Payment 2

Payment 3

Payment 4

Payment “n”

Data

storage

processing processing data entry data collection

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Thomas de Beyer

Dorsch International Consultants GmbH

Branch Office Amman

Al Khoun Street Building No. 19

Amman, Jordan

[email protected]

www.dorsch.de

bringing visions to life

Client

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bringing visions to life Dorsch Gruppe

to take an active role in client integrated water...

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