Vietnam TwinningSon La & Cairns6th Nov 2017

Context

• Twinning between CRC Water & Son La Water Corp– An opportunity for professional staff development– Sharing of knowledge & experiences– Make a difference

Cairns & Son La

CRC Water – Population 170,000– Area 1,687 km2– Water & wastewater– 64 ML/day– Operating cost

AUD$50m/y– Water charge

AUD$1.17 /kl– Revenue AUD$130 m/y

Son La Water Corp – Population 180,000– Area 150 km2– Water – 34 ML/day– Operating cost

AUD$5m/y– Water charge

AUD$0.63 /kl– Revenue AUD$5.9 m/y

Twinning Journey to date

May ’17 1st visit -

Both ways

Sept ’17 2nd Visit -

SL to CRC

Nov‘17 2nd

Visit -CRC to SL

3rd Visit Early 2018

• Relationship• Fact finding• Scope of

needswants

• Relationship

• Relationship• Refine scope

for workshops /training

• Trust

• Relationship• Deliver

w’shops• Refine

needs• Plan for

next visit

• Deliver training

• Deliver some specific projects

• Next steps

Son La Challenges

• Environmental – Industry – Community education

• Financial– Revenue base– Asset maintenance– Planning

• Cultural – A community acceptance of status quo– Community education

Twinning Focus

1. Drinking Water Quality ManagementImmediate Direct Value

• Tools for training staff in remote areas for Development of SL Water Safety Plans

– Water quality risk assessment tool– Incident notification templateFurther areas

• Quality Control Point & Critical Control Point philosophies/processes

• Incident notification processes

Focus cont’d

2. Asset ManagementImmediate Direct Value•Asset register principles – based upon condition and criticalityFurther areas•Planned maintenance •Extension of asset life•Renewal planning – optimisation of renewal timing

Focus cont’d

3. Project PrioritisationImmediate Direct Value•Tool to be used by Son La to schedule projects

– Longer term financial planning– Plan based on needs/risks/return on investment– Project justification

Further areas•Overall capex planning•Capex delivery framework

Focus cont’d

4. Main Water IntakeImmediate Direct Value• Assist with design andimplementation of new intake

– Incorporates screening and flow optimisation

Future/Ongoing• Work with Son La to finalise

concept design

Twinning Experience/Learnings

• Relationship– Build the trust first

• Embrace the cultural differences

What’s Next ?

Main focus so far– Relationship and sharing knowledge– Drilling down into specific areas

Future steps•Finalise this stage of the twinning early 2018

– Focus on the further value adds already identified

Twinning is front and centre of building trusting r elationship in water sector

– Utility to utility - talking the same customer based language– Private sector can leverage off the trust we build

•Just the start of the journey – 3 to 5yrs would be the ideal model– Further funding required to build on what has started

Cam on

Twinning Workshop

Peter Leersen

Chief Financial Officer

Dr Peter Prevos

Manager Data Science

2

Phu Tho Water Joint Stock Company

Objectives

● Better management and utilisation of water quality data

● Improvements in non-revenue water

● Improvements in asset management

● Contract and Contractor management skills

● Delivery of water of a drinking water standard to households

in at least one village in Phu Tho province (medium term

goal)

3

Topics

● Water Safety Plans

● Data Management

● Asset Management

● Non-Revenue Water

● Financial Management & Pricing

● Customer Service

● Contract and Contractor Management

4

Activities to date

● Two visits by Phu Tho

WSC

● Two visits by Coliban

Water

5

First Visits

6

Second Visits

7

Relationship and Performance

8

● Steadily developing

● Appears to be strong and

mutually respectful

● Physical visits only

● Encourage email

exchange

Rate Progress to Date

9

● As expected ● First 12 months about building relationship

● Some small gains have been achieved ● Water quality database

● Not expecting to see major changes until 24-36 months

RESULTS OF

THE TWINNING AGREEMENT BETWEEN

WATER CORPORATION & HueWACO

RESULTS OF

THE TWINNING AGREEMENT BETWEEN

WATER CORPORATION & HueWACO

11/2017

CONTENTS

1. Overview of Water Corp &

HueWACO

2. Overview of the twinning

3. Activities implemented

4. Results achieved

5. Proposals

1. Overviewof Water Corp & HueWACO

• Scope of business: Water, wastewaterand drainage services throughout thestate of Western Australia (2,6 mil. km2 ,the largest state of Australia).

• Water supply network: 34.680 km

• # of connections: Almost 1 million• Commercial output: 370 mil. m3

(2016)• Revenue: 2,7 bil. AUD (45.614 mil.

VND )• # of Employees:2.650• 18 plants: 2 desalination plants, 6

ground water treatment plants, 10surface water treatment plants and 13dams

1.1. Water Corp

� Year of establishment:16/2/1909

� Scope of supply:Urban & Rural

� Capacity: 200.000 m3/day (30 WTPs: 500 –80.000 m3/days; 35 & Transfer and PressureControl Stations)

� Network: 3.710 km; L1 161,0 km (DN >300); L2: 445 km (DN150-300); L3: 3.104km (DN50-150); 1.000 km of service pipes

� Total assets:47,7 mil. USD;

� # of connections:240.000

� Commercial output: 45,2 mil. m3 (2016)

� Revenue:19,5 mil. USD

� Water tariff: 0,40 USD/m3

� # of employees: 527 (1,75 staffs/1.000connections)

Van Nien WTP (1909)

Quang Te WTP (2017)

1. Overviewof Water Corp & HueWACO1.2. HueWACO

Ceremonry of Action Plan signing (HueWACO, 03/2017)

Ceremonry of WOPs signing between AWA and VWSA (in Australia, 05/2017)

2. Overviewof the twinning� The twinning agreement between

Water Corp - HueWACO is under

the WOPs between AWA and

VWSA with the participations of

05 Australian WSCs and 05

Vietnamese WSCs

� Fields of activity

� 02 main fields:Water quality

management, Water treatment and

Asset management

� Sub-fields: HRD, IT, and

Customer serivce

� Implementing period: 03/2017-

11/2017

� 06workshops: � Water distribution management � Water quality management� Asset management, Customer service, HRD, and IT

� 06 presentations from W.C� 06 presentations fromHueWACO;� 118 turns of participants from HueWACO

3. Activities implemented3.1. In March 2017 – HueWACO (26 – 31/03)

Workshops: AM, WQM, Water Distribution (HueWACO, 03/2017)

Workshops: IT, CS, HRD(HueWACO, 03/2017)

7

� 07 delegates from HueWACO� Topisc shared by Water Corp:� Asset management� Risk management� GIS� HR trainning & development� Investment management� Construction, design & safety� Customer service – Community relations� Water quality mnagement & water treatment

3.2. In May, 2017 – Australia (8-12/05)

3. Activities implemented

8

Operations Center visit

Mundaring WTP visitCall center visit

Construction site visit

3.2. In May, 2017 – Australia (8-12/05)

3. Activities implemented

9

3.3. In May, 2017 – Australia (8-12/05)

3. Activities implemented

� OzWater’17

� Conference among AWA,

VWSA and 05 twins

� 09 workshops:� Asset management� Investment management� HueWACO's strategic projects� Human resource management & Salary payment� Water quality management and Water treatment� Design, Construction and Supervision� Risk management� Customer service� Network Management and Waterdistribution

3.4. From 10-11/2017 - HueWACO (28/10 – 04/11/2017)

� 329 turns of partIcipants from HueWACO

Mr. Peter Moore – Immediate Past President of AWA in a workshop of

HueWACO

3. Activities implemented

11

4. Results achieved

� Water Corp has dispatched11 turns of experts toHueWACO and jointly organized15 thematic workshopsdozens of group discussions with554 turns of participantsfrom HueWACO.

� 07 delegates fromHueWACO has been dispatched toAustralia for study visit &03 delegates attended OzWater’17and Twinning Agreement signing ceremony in Australia.

� Evaluation of experts from Water Corp: Deepunderstanding and experienced; The method ofcommunication is professional and effective.

� Evaluation of participants fromHueWACO: Eager to learnand demanding

Overall Results

No. FIELDS

# of turns of trained participants HueWACO

Target ResultsComparison

+/- %

1.Water treatment & Water qualitymanagement

92 100 +8 109%

2. Assetmanagement 180 291 +111 162%

3.HD trainning & developmentand Enterprise management

19 102 +83 537%

4. IT 33 7 -26 21%5. Customerservice – Community relations 58 61 +3 105%

Total 382 554 +172 145%

3. Results achieved

� The knowledge and experience shared by Water Corp has beenstudied and applied => Improving the capacity of HueWACO

The number of turns of trained participants fromHueWACO is554, exceeding 172 turns (+45%)compared with the target

Overall Results

13

4. Results achieved

Asset management field� Life cycle – based asset

management� Developing asset registration

process� Building asset management

code� Improving efficiency of

database management� Asset maintenance plan� Asset management software

development� ISO 55001 and ISO31000

Asset management

Specific Results

14

4. Results achieved

Water quality management� Consulting on Van Nien 3 WTP

(240,000 m3/day, Phase 1 -2018: 120,000 m3/day);

� Improving sub-backwashingmode;

� Groundwater replenishment inPhu Bai;

� Water resources management.

Water quality – water treatment workshop

Groundwater replenishment in Phu Bai

Specific Results

15

4. Results achieved

Risk managementHueWACO’s staffs hasincreased their awareness onrisk management and appliedRM on all fields,specifically:

� Risk identification

� Risk classification

� Risk matrix and heat map

� Risk controls andmigitation

Risk management workshop

Specific Results

16

4. Results achieved

� Consulting and trainning ontechniques for design -construction - supervision,installation and repairing andmaintenance of water supplysystems;

� Labor safety and environmental sanitation in construction sites.

Workshop on Design – Construction –Supervision

Construction site safety

Specific Results

17

4. Results achieved

Asset owner

Service delivery provider

Asset manager

� An asset management-

centric organization

structure with 03 pillars:Ownership, management and

distribution.

� Decentralization in

management

� Assigning responsibilities

HRD & Enterprise management

Specific Results

18

HRD & Enterprise management (cont.)

4. Results achieved

� Job description

� Weekly schedule and job

assignment techniques

� Decentralization and

evaluation of personnel

� Salary paymentHR management & Salary payment

workshop

Specific Results

19

Customer service

4. Results achieved

� Solutions to improve the

quality of customer services

� Customer segmentation

� Water tariff structure:

� Water consumption

charge

� Service fee

Customer service workshop

Specific Results

20

5. Proposals (2017 – 2018)With the successes of the Water Corp - HueWACO

Twinning Program, HueWACO would like to proposethat AWA and Water Corp implement anothertwinning project in the 2017- 2018 phase to furthersupport HueWACO in the following areas:

1. HRM – Salary payment2. Business development plan / strategy3. Financial management4. IT application – WATER4.05. Customer service – Community relations6. Labor safety - Environmental sanitation7. Risk management8. Asset management

Thank you very much!

BIWASE – Wannon Water Twinning

Twinning Workshop

BIWASE – Wannon Water Twinning

Objectives/ Mục tiêu

• Identify Twinning opportunities and

• Explore & implement selected aspects

• Nhận diện cơ hộighép đôi và

• Khám phá & thựchiện các khía cạnhđã chọn

BIWASE – Wannon Water Twinning

Key areas of interestLãnh vực quan tâm chính

Wannon Water• Customer & Community

engagement• Non Revenue Water

management

BIWASE• Asset Management• Water Safety • Water Quality Treatment

Technology

Wannon Water• Tương tác khách hàng &

cộng đồng• Quản lý chống thất thoát

nước

BIWASE• Quản lý tài sản• Cấp nước an toàn• Công nghệ xử lý chất

nước nước

AWA – VWSA international Twinning program

Month Activity

Australia Vietnam

Apr 2017 1st Visit

May 2017 1st Visit - OzWater

Jun 2017

Jul 2017 Nam Dinh – WQ testing training

Aug 2017 2nd visit

Sep 2017

Oct 2017 2nd Visit

Nov 2017 3rd Visit - VietWater

Dec 2018

Jan 2018

Feb 2018

Mar 2018 3rd Visit

BIWASE – Wannon Water Twinning

Twinning Approach

1. Overview

exploration

Two-part approach/ Phương pháp tiếp cận Hai phần:

2. Small project development

and implementation

Asset Management • Asset Management Strategy• Asset Register• Maintenance management• Sewer connections

1. Tìm hiểu tổng

quan

2. Phát triển dự án nhỏ và thực

hiện

Quản lý Tài sản • Chiến lược quản lý tài sản• Cập nhật tài sản• Quản lý bảo trì• Đấu nối nước thải

BIWASE learnings

Kiến thứcBIWASE đãhọc được

Asset ManagementQuản lý Tài sản

A short course for BIWASE

Khoá học ngắn hạn cho

BIWASE

29/03/2017 8

Managing the organisation

Asset Management

System

Asset portfolio

Asset Management

Quản lý tổ

chức

Hệ thống quản

lý tài sản

Danh

mục tài

sản

Quản lý Tài

sản

Quá trình 10 bước củakế hoạch QLTS

AM plan 10-step process

10. Xây dựng chiếnlược QLTS (AMP)

Build Asset Management Plan

(AMP)

1. Phát triển Đăngký tài sản

Develop Asset Registry

2. Điều kiện tiếpcận, các phương

thức lỗiAssess Condition,

Failure Modes

5. Đặt ra mức độmục tiêu của dịch

vụ (LoS)Set Target Levels of Service (LoS)

4. Xác định vòngđời & chi phí đổi

mớiDetermine Life

Cycle & Renewal Costs

6. Xác định rủi rokinh doanh

Determine Business Risk

3. Xác định vòngđời còn lại

Determine Residual Life

8. Tối ưu Đầu tưvốn

Optimise Capital Investment

7. Tối ưu đầu tưO&M

Optimise O&M Investment

9. Xác định chiếnlược tài chính

Determine Funding Strategy

asset management – a frameworkquản lý tài sản – một khung

29/03/2017 9

Hệ thống quản lý tài

sản

Policy/ Chính sách

Objectives/ Mục tiêu

Strategy/ Chiến lược

Plans- AMPs

- 5 year plans- ……

Nền tản

Aset register/ Cập nhậttài sản

Levels of Service / Service Standards

Criticality & Risk assessments

Asset Health(inspections, Condition

& Performance assessments)

/ Sức khỏe tài sản

(kiểm tra, đánh giáđiều kiện và vận hành)

Maintenance Programs

/Chương trình bảo trì

Budgets for O&M & Renewals

Performance Reporting (KPIs)

Khả năng(KAP)

Asset Management Steering Committee

Organisational Structure

Training/ Đào tạo

Networking

Benchmarking / Auditing

Improvement & Change management

Hện thống

Information systems/ Hệ thống thông tin

Risk Management System

Business Case development

Contract & Project Management

Creation of Activity Programs (WOs)

Work Management System

Life Cycle Assessments

Business Intelligence(Dashboards)

Other Corporate Applications

Asset Management Building Blocks/ Kh ối xây d ựng qu ản lý tài s ảnO

vera

ll B

usi

ne

ss P

lan

nin

g

May

-17

Jun

-17

Au

g-1

7

Oct

-17

Dec

-17

Feb

-18

Ap

r-1

8

Jun

-18

Au

g-1

8

Oct

-18

Dec

-18

Feb

-19

Ap

r-1

9

Jun

-19

Au

g-1

9

Oct

-19

Dec

-19

May

-17

Jun

-17

Au

g-1

7

Oct

-17

Dec

-17

Feb

-18

Ap

r-1

8

Jun

-18

Au

g-1

8

Oct

-18

Dec

-18

Feb

-19

Ap

r-1

9

Jun

-19

Au

g-1

9

Oct

-19

Dec

-19

Asset management policy & strategy

Asset register

Asset management training course

Risk framework

proactive work programs

work management systems

Integration of asset information systems

Asset Management Plan

Asset Management Improvement Plan - Activities

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Software development

Asset Hierarchy development

Asset type structure

Sewer network asset defintion

Thu Dau Mot STP data gathering

Sewerage collection (TDM) manholes - data…

TDM sewers - data gathering GIS data

TDM sewers - data gathering - data entry

TDM SPS - data gathering

Thuan An Sewerage system

Asset Register % Complete

Tỉ lệ % hoàn thành cập nhật tài sản

May

-17

May

-17

Jun

-17

Jul-

17

Au

g-1

7

Sep

-17

Oct

-17

No

v-1

7

Dec

-17

Jan

-18

Feb

-18

Mar

-18

Ap

r-1

8

May

-18

May

-17

May

-17

Jun

-17

Jul-

17

Au

g-1

7

Sep

-17

Oct

-17

No

v-1

7

Dec

-17

Jan

-18

Feb

-18

Mar

-18

Ap

r-1

8

May

-18

Software development

Asset Hierarchy development

Asset type structure

Sewer network asset defintion

Thu Dau Mot STP data gathering

Sewerage collection (TDM) manholes - datagathering

TDM sewers - data gathering GIS data

TDM sewers - data gathering - data entry

TDM SPS - data gathering

Thuan An Sewerage system

Asset Register Target completion date

Mục tiêu hoàn thành cập nhật tài sản

Maintenance ManagementQuản lý bảo trì

Sewer ConnectionsĐấu nối nước thải

Can you do this part because I am not clear what he applied after the May Visit. We’d better talk about what you share with us. Is it okie?

Wannon Water learnings

Kiến thứcWannon Water đãhọc được

Non Revenue WaterChống thất thoát

0%

10%

20%

30%

40%

50%

60%

70%

80%

0

50,000

100,000

150,000

200,000

250,000

300,000

350,000

400,000

1995 2000 2005 2010 2015 2017

NR

W

Cap

acit

y (

m3

/day

)

BIWASE Water Supply

Capacity (m3/day) % NRW

Customer & Community Interaction

Tương táckhách hàng & cộng đồng

Remainder of TwinningPhần còn lại của chương trình• 2 visits to Wannon

Water

• Continue • AM Improvement Plan

• Asset Register

• Maintenance Management

• Water Safety

• NRW

• Training

• 2 chuyến công tác đến Wannon Water

• Tiếp theo• Kế hoạch hoàn thiện QLTS

• Cập nhật tài sản

• Quản lý bảo trì

• Cấp nước an toàn

• Chống thất thoát

• Đào tạo nguồn nhân lực

‘thumbs up’ & looking forward to future visits

‘Số 1’ & Mong đến chuyến công tác tiếp theo