to take an active role in client integrated water...
TRANSCRIPT
Client
I
1
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
I
2
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
Client
I
3
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
Client
I
4
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
Client
I
5
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
Client
I
6
Water Utilities – Approach
• 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.
Client
I
7
Water Utilities – Approach
• 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
Client
I
8
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
Client
I
9
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.
Client
I
10
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
Client
I
11
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 %.
Client
I
12
Decentralization
OMS Core Objectives
Public Water Companies /
Management Contracts
OMS Support
Service Outsourcing /
Performance Contracting
Internal Capacities
Public Water
Administrations
Perf
orm
an
ce
Client
I
13
agenda
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
Client
I
14
Building an integrated foundation for improvement
Geographic Information System GIS
Client
I
15
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
Client
I
16
#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
Client
I
17
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)
Client
I
18
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
Client
I
19
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
Client
I
20
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
Client
I
21
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
Client
I
22
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
Client
I
23
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
Client
I
24
GIS + GPS integrated • Avoid most human error
• (photo-) Documentation of problems
• GPS-tagged photo of each problem &
observation archived in database
Customer Management
Client
I
25
Results of GIS + GPS integration
Customer Management
Client
I
26
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
Client
I
27
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
Client
I
28
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
Client
I
29
Maintenance Management based on DCMMS
Call Centre Repair Team
DCMMS Tool
GIS / web-based
Complaints
Complaint follow-up Repair reports
Workorder
Customer / Public
Maintenance and Repair Management
Client
I
30
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)
Maintenance and Repair Management
Client
I
31
Pipe material related
analysis Pressure related analysis Leakage density analysis Leakage location analysis
Benefits of Maintenance Management based on DCMMS
GIS-based Data Analysis
Maintenance and Repair Management
Client
I
32
Selection of area for targeted investment Pilot Zone /
DMA boundary
Targeted investment
/ replacement of
tertiary network
Maintenance and Repair Management
Client
I
33
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
Maintenance and Repair Management
Client
I
34
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
Client
I
35
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
Maintenance and Repair Management
Client
I
36
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
Client
I
37
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
Client
I
38
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
Client
I
39
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
Client
I
40
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
Client
I
41
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
Client
I
42
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
Client
I
43
Thomas de Beyer
Dorsch International Consultants GmbH
Branch Office Amman
Al Khoun Street Building No. 19
Amman, Jordan
www.dorsch.de
bringing visions to life
Client
I
44
bringing visions to life Dorsch Gruppe