WOP: eThekwini and Lilongwe Water Board
The aim of this WOP is to develop a medium-term Performance Improvement Plan, and implement a short term action plan of thematic areas identified as priorities by the mentor.
GENERAL WOP INFORMATION
December 03, 2013 - February 03, 2015
Was the code of conduct followed?
Did the operators sign a formal partnership agreement?
PARTNERS AND THEIR INPUTS
Other supporting organizations
Total cost of WOP ($)
THEMES AND OBJECTIVES
- Asset management
- Customer relations
- Expanding services to low income households
- Non Revenue Water (NRW) management
Developing PiP (Performance Improvement Plan)
1. To establish an asset management system
2. To improve customer relations through establishment of call‐centre and control room
3. To improve revenue collection
4. To improve operation and maintenance
5. To reduce NRW from the current 35 % by 1 % per year
6. To develop a hydraulic model for the network
7. To increase coverage to LIA
8. To ensure sustainable supply of water ‐ Master Plan
9. To improve the water treatment process
10. To have a committed workforce
What types of activities were carried out to help develop operator capacity?
- Joint planning or work
- On the job training
- Site visits
- Study tours
Describe WOPs activities
• Combination of methods exploratory to targeted interventions
• Joint development of action plan
• Visits to Mentor ( field visits)
• Presentations on best practices
• One on one discussions between experts in relevant fields
• Knowledge exchange
Describe the overall results
• Beneficiary operators have enhanced knowledge and skills to address operational shortcomings and to manage loans.
• Beneficiary operators have a clear understanding of their hard (infrastructural) and soft (skills development) needs.
• Development of fundable Performance Improvement Plans (PIPs) for further improvement of services.
• Recruitment of GIS specialists and initiation of programme
• Procurement of bulk meters (contract signed with supplier)
• Funds set aside in 2015/16 budget for establishment of call center and control room
• Undertaking trials in December 2015 for onsite billing through a consultancy
• DFID funds approved for pre paid metering (WUA)
• On‐going change management meetings
• HR policies currently been reviewed – performance agreements
• Meters section re‐instated
• Faulty meters being replaced
• Drafting of a ‘Customer Service Charter /SLA
• Development of Educational Materials
• Over 40km of exposed pipes lowered
• Pipe line laying to Area 46 (LIA) is 75 % complete
• 2015/16 budget activities included in the WOP action plan
• Car tracking installed in some vehicles
• Testing Water Amnesty address illegal connections
Which factors had a positive influence on the success of your WOP?
- Relationship of individuals
- Suitable partnership design