3. Citizen Report Card
• IBA is the Consultant for ADB under TA to
carry out the study
• This is an independent exercise by
independent enitity with no influence by any
either SCIP or NSUSC in any form
• The presentation is being done on the request
of IBA to understand operations and mandate
of NSUSC
• NSUSC and SCIP has role in of oversight
3
4. • The CRC methodology is based on the premise
that feedback on service quality, collected
from communities with the help of a sample
survey, provides a reliable basis for
communities and local governments to engage
in a dialogue and partnership action to
improve the delivery of public services.
• NOT INTENDED TO CRITISIZE
4
5. Statement of Purpose
• What service(s) or sectors do you wish to
cover?
• • Do you want to focus on a single service
provider or multiple services? The first time
that you conduct a CRC there are several
advantages to focusing on a single service or
two services.
• • Is there a government policy or program
that you wish to assess?
5
6. • Existing infrastructure assets remain in public ownership
• A cluster of TMAs voluntarily cooperate for economies of scale and jointly
set up a corporate body, “North Sindh Urban Services” to provide utility
services as provided for under the Sindh Local Government Ordinance
• North Sindh Urban Services Corporation Limited is established under the
Companies Ordinance 1984 as a company independent of government
rules on hiring, procurement, salaries, etc.
• Participating TMA’s enter into ‘Service and Asset Management
Agreements’ with North Sindh Urban Services to provide water supply,
sewerage, storm water, sanitation and solid waste management services
• New capital works delivery managed by North Sindh Urban Services and
supported by the Government of Sindh and the Asian Development Bank-
Operations , Management and Asset creation together
6
A new corporate ring fenced model for
urban services No ‘privatisation’
7. 7
A new model for urban services
CLUSTER OF
TALUKA MUNICIPAL
ADMINISTRATIONS
Sukkur, New Sukkur, Khairpur,
Shikarpur and Larkana
SERVICE DELIVERY
Water, wastewater, solid waste
North Sindh Urban Services
Water, sanitation and solid
waste management
services to public
Service and Asset Management
Agreements with each TMA set out levels
of service and how tariffs adjusted
NSUSC established under
Corporations Ordinance and
owned jointly by TMAs
All existing and new
assets belong to TMAs
Concerned
field staff
deputed to
NSUSC
Project
management
NEW INFRASTRUCTURE
Delivery managed by NSUSC
ADB funded
BOD
8. Presentation 8 -
IBNET: Key Performance Indicators
a subsidiary of
ECPAK
KPI Units Sukkur N. Sukkur Rohri Khairpur Larkana Shikarpur
Water Coverage % 41.10 41.08 33.62 14.14 0.00 0.00
Sewerage
Coverage
% 76.33 76.29 76.33 42.93 38.14 38.13
Water
Production
Lpcd 285.30 524.65 992.45 640.74 0.00 0.00
Total Water
Consumption
Lpcd 118.43 118.29 167.74 148.03 0.00 0.00
Non Revenue
Water
% 58.49 77.45 83.10 76.90 0.00 0.00
Pipe Breaks km/yr 1.26 N/A N/A N/A 0.00 0.00
Sewerage
Blockages
Km/yr N/A 156.43 N/A N/A N/A 228.13
Staff W&S / 1000
Conns.
No. 2.74 0.83 8.02 6.92 2.84 4.33
Staff W / 1000
Conns.
No. 5.55 0.00 7.58 15.28 0.00 0.00
9. What we have achieved in One
year of Operations of six cities
• Entrustment of Services and Assets of 6 Towns AS PER SAMA
• Design and Implementation of MIS/FMIS /GIS
• Billing & Collection System , Data Base and Customer Care
System
• Establishment of Baseline Survey – IBNET
• Establishment of Environmental Monitoring & Reporting
• Establishment of Six Regional offices
• Award of 22 M USD Contract for Capital Works as per ADB
procurement rules
10. What is our Approach
• Operational innovation and responsiveness
learning from the institutional memory and
staff experience
• Injection of young engineers and train them
on Job -25
• Complaint Management system and
interaction with community
• Investment based on Master Planning
• Reporting and M&E
10
11. - Challenges
• They is no chance of PPP- concession mode in
the near future due to political and
institutional landscape
• Getting and retaining high quality staff and
consultants of good quality- its is not boxes
• Getting and gaining confidence of district
management, political leadership
• Tariff and financial sustainability – is the only
lens used to see – social and environmental
and services aspect of sustainable 11
14. Achievements
• New and well designed Solid Waste Secondary
collection system in place and operational in
six town for only 2.5 M US $
• Sewerage Operations and Priority Equipment
in Operations in six town only for 1.5 M USD
• Khairpur sewerage system rehabilitated
• Larkana Priority Sewerage works
• 3 Water Treatment Plants, 13 disposal stations
in SHK, Khairpur Sewerage – 9.7 M USD in
progress
15
15. 16
CRU Complaints
Statistics
Region wise consolidated status of total complaints
from January to 15 December, 2011
S.No:
Regional
Location
No: of
Complaints
Registered
Status of complaints
Resolved
%New Process Delayed Resolved
1 Khairpur 2216 0 33 1 2182 98.5 %
2 Larkana 2117 0 36 2 2079 98.2 %
3 Rohri 1895 0 0 0 1895 100 %
4 Shikarpur 1706 0 3 0 1703 99.8 %
5 Sukkur City 2485 0 96 40 2349 95%
6 Sukkur New 1805 0 02 1 1802 99.8 %
Grand Total 12224 0 170 44 12010 98.3 %
20. Khairpur Mirs
• 264,000 , P.E ( population )
• UC -4 with 24 Units
• SWM staff – 436
• 92% staff is operative Workers
• Bench Mark is 1: 14 for Operative to non
Operative Workers
• Current for Khairpur is 1:12.59
• NSUSC is 1:7.5
21. Assets Condition
• Khaipur Mirs entrustment on 18th May 2010 –
First by NSUSC
• NSUSC was at steep learning Curve
• Water supply – 19 Tube wells 7 not working
• Slow Sand Water Treatment Plant – in poor
condition. Filters not working and no system
of chlorination and alum dozing
• Rapid Sand Filter – Incomplete by PHED
22. SWM & W&WW Assets
• 3 Dumper Tractor Trolleys
• 1 hook lift container
• 3 loader
• 18 Disposal Stations
• 6 Diesel Generators – 3 not working – all
functional now
• 1 Dewatering Set- not working
26. A view of Priority Works
MC
BHURGARI-1
BHURGARI-2
WANDH
WWTPLUQMAN
WWTP
BHURGARI
0 1000 ft.
0
GRAPHIC SCALE
500 m
KHAJOOR
MANDI
ALTAF
COLONY
SUPERIOR
COLLEGE
UNNAR
COLONY
AZAM
COLONY
SHAHBAZ
COLONY
BANARSI
COLONY
LUQMAN
COLONY
EID GAH
COLONY
RAILWAYLINE
SEEPAGEDRAIN
ROHRICANAL
MIRWAHCANAL
DCOOFFICEROAD
OLDNATIONALHIGHWAY
KATCHEHRI ROAD WWTP
JAMALI GOTH
CIRCUIT
HOUSE
NAYA GOTH /
POST OFFICE
SHAHEED
ABAD
GIRLS
SCHOOL
OSTAGAHI
GHARIBABAD/
MAIN
MALLROAD
Priority Works-1
Priority Works-2
Generator & De-watering sets
Gravity Sewer
Priority Works-3 Ostagahi DS
Priority Works-4 Improvement of 13 DSs
27. Results
• Sewerage disposal stations rehabilitation, piped sewerage
and system improvements – 100% complete
• 24,000 HHs (150,000 people) to benefit from more efficient
sewerage disposal; unnecessary pumping stations eliminated;
standby-generation introduced
• 8,000 HHs (56,000 people) to benefit from new, efficient piped
sewer system and less monsoon-related flooding
• Connecting city sewerage to the wastewater treatment system
• Introduce environment friendly gravity system and close energy-
intensive pumping stations
• Greater transparency and informed planning with wastewater
system mapping
• Helps protect against health-related disease caused by poor
wastewater management
28. Chief Minister, Sindh, commended NSUSC’s
performance and improved service delivery in
his speech during the inauguration on 2
October 2011.
District Coordination Officer, Kharipur,
Director (O&S), TMA Administrator, Political
Representatives, Tajir brothery and other
stakeholders attended the inauguration
29. Chief Minister Sindh and MNA, examining engineering plans
for Khairpur Mirs Sewerage System Improvements
30. Osta Gahi DS Luqman DS
Main DS Banarsi DS
Wastewater Works at Khairpur Mirs- Before
34. Operations
• Water supply operations – abundant 3
• 3 Tube wells , 3 generators and 1 diesel generators
back in operations
• Alum and chlorine use
• Solid waste collection improved – 6 sites now 3 sites
• Establishment of office and complaint system
• 98% complaints resolved
• Professional engineers with internet access
• Electricity billing -
35
35. Larkano
• 36 Disposal stations.(2 of them non
functional)
• 06 Peter Engines.
• 11 Tractors with trolley.
• 1 Tractor with blade
• 01 Suzuki pick up (Non functional)
• 02 Tractor loaders.
• 01 Master vehicle 01 Gully vehicle
• 01 Night soil vehicle 02 Ching chi Motorcycles
41. Existing Situation
PUMP HOUSE NO. 18 (SHAIKH ZAID COLONY) PUMP HOUSE NO. 19 (DARUL AMAN S.Z COLONY)
PUMP HOUSE NO. 20 (GHARIBABAD) PUMP HOUSE NO. 21 (ABBAS COLONY)
PUMP HOUSE NO. 22 (SARGHANI MUHALLA)
PUMP HOUSE NO. 24 (ALI ABDULLAH SHAH)
42. Main Disposal Station-1
(Phase – 1)
•Scope
1.New Screening Chamber = 1 No.
2.Rehabilitation of Existing Sump = 1 No
3.Pumps 3.5 Cusec = 5Nos
4.Staff Quarter = 2 No.
5.Panel Room & SCADA Room
6.Rising Main 18” dia = 1550 Ft
7.DG Set 350 KVA = 1 No
8.Transformer 630 KVA= 1 No.
43
45. Sachal Sarmast Pumping
Station No. 15 (Phase – 1)
•Scope
1.New Screening Chamber = 1 No.
2.Existing Sump = 1 No
3.Pumps 2.3 Cusec = 3Nos
4.Staff Quarter = 1 No
5.Panel Room = 1 No
6.Rising Main 16” = 1984 Ft
7.DG Set 60 KVA = 1 No
46
46. S # City
Type of Skip TRUCKS
Total
7 cum 3.5 cum Rear Side
1 Larkana city 28 132 2 10 12
2 Khairpur city 8 65 1 5 6
3 Shikarpur city 15 65 1 5 6
4 Rohri city 7 28 1 2 3
5 Sukkur City 23 102 1 8 9
6 New Sukkur 9 38 1 3 4
TOTAL 90 430 7 33 40
Vehicles and Skips
59. Operational Improvement
• Improvement is city disposal operations –
Clock Tower water standing is less
• Improvement in assets of Phase 1, 3 and 4
• Sukkur closure for Main city and for NWC for
Phase – IV
• Distribution Mapping and Valve Repair and
Replacement
• Small Projects in Planning
60. Improvement
• Emergency tankers in water shortage on CM
Instructions – 50000 GPD with 25 per day
average tankers
• Manhole covers 210 plus
• SWM collection from 30% to 55% and now
80%
70. Only one pump operational.
One pump/motor missing,
two without power cabling.
One control panel missing.
GenSet400KVA
Wet well No. 1
40’diameter
Wet well No. 2
40’ diameter
Wet well No. 3
Pump house No.3
Pump house No.2
Pump house No.124”risingmaintooxidationponds
24”risingmaintooxidationponds
24”risingmaintooxidationponds
Screening chamber
16’diameter
Manhole
72” RCC feed sewer
Tank Tank
Sukkur wastewater
MAKA Disposal Station
(Schematic - not to scale)
Check whether
link is operational
Pump operational
Pump not operational
Decommissioned
screen
GenSet400KVA
Gen Set 400 KVA
Pump house not commissioned
Control panel missing
Both pumps/motors
Installed but one has
failing foundation
Missing
Part of inflow
unscreened
Unscreened
flow
Note: Three 400 KVA transformers in place,
one each pump house
Inadequate pipework over
pumps. Needs re-routing
for maintenance puposes.
71. Sukkur wastewater
SHALIMAR Disposal Station
(Schematic – not to scale)
Gen set
Storage tank
converted into
wet well
New wet well
Old wet well
To be
Decommissioned (?)
Missing
balancing
link
Construction
agreed by PHED
No
screening of
inflow
Missing feeding link
(if old well to be
decommissioned)
Inadequate
screening of inflow
Old pump house
To be decommissioned Renovated pump house New pump house
Insufficient
capacity
Note: No transformer to run renovated and new pump houses.
Three new pumps only operational on Gen set
Well sunk to
insufficient depth.
Reduced storage
capacity
Stability of
construction
uncertain
One pump to be standby
72. Sukkur wastewater MIANI Disposal Station
(Schematic – not to scale)
New wet well
New pump house
Diesel pump (stand-by)
One pump to be standby
Incoming Channel (Nallah)Old rising main
New rising main
Note: No transformer and no Gen set for new pump house,
uncommissioned and untested.
Link constructed at
insufficient depth
Above flooding level.
Reconstruction agreed
by PHEDWell sunk at
insufficient depth.
Stability of foundation
uncertain.
Pump operational
Pump not operational
74. Beginning of a Dream-
Operational Improvement
of Rohri Water Treatment
Plant – Revival and
Commissioning
75. Revival of Old Water Works Rohri 2,5 MGD
for 60,000 people
• A Single Step to Success
• Project Team
• Abid Hussainy -
• Mohammad Ali Shaikh Manager – Capital Works
• Munim Khan – Assistant Manager Rohri
• Technical Advisor – Kevin Tylor
82. Process
Alum Solution Rapid
Mixing Using Hydraulic
Jump, to destabilize
suspended solids
(Coagulation)
Slow Mixing to form flocs
using 3 Paddles by water
itself
(Flocculation)
89. Mammoth Milestone
• Achieved 100% target of awarding contracts in a year.
• PKR845 Million contract awarded in a transparent
manner
• Under Tranche-1, Mega project for secondary cities of
Sindh to rehabilitate 3 Water Treatment Plants (WTP),
13 Disposal Stations, others
90
100. Bridging Gaps
• Special ADB TA to support NSUSC on Communication
related tasks. (BearingPoint/Mohsin Babbar)
• Improved communication between internal
stakeholders like GoS, SCIP, District Govt, TMAs,
Parliamentarians. E.g. Production of Monthly Executive
Report for Partners, Monthly Complaints Reports
• Communication as an integral part of NSUSC
Performance Improvement Plan (PIP)
• Strengthening Communication with external
stakeholders like Civil Society Organistaions, Citizen
Groups, Complainants by regular meetings and contacts
101
101. Bridging Gaps
102
• Crisis Management Communication e.g. Sukkur Crisis,
Sukkur Closure
• Positive portrayal of NSUSC in media (Link)
• Regular liaison and proactive contact with mass media
• Producing IEC material, professionally designed through
BE. E.g. Newsletter, Pamphlets, Reports
• Media content analysis (Latest results 33% on NSUSC,
while 67% against rest of Sindh TMAs. Water Supply,
Waste Water & SWM only)
• Regular technical support to NSUSC official Spokesperson
to proactively and reactively contact media
105. Focusing Poor
• Water Supply has been ensured twice a week, which
was once a week. Coverage has also doubled.
• Mapping and Planning underway by MMP
• A separate unit for Low Income Group under
consideration
• 10 concrete tanks built in areas with no water supply
infrastructure. Water filling through Bowsers.
• Consultative process with local notables underway to
bring further improvements
• Regularisation of water supply connections underway
• Affordable Tariff under consideration for Low Income 106
111. Ensuring Water Supply
• The only source of municipal water supply for third
largest of Sindh, Sukkur is River Indus
• Sindh Irrigation Department announced 15 day-closure
(Jan 6-Jan 20) with minimal water flows at River Indus
• Physical features in front of Bunder Jetty had significant
deposit of silt this year and river bed has also
developed a heap of sand due to which water flowing
from Bhakar Island cannot reach Jetty intake
112
112. Ensuring Water Supply
• Chalked out a multi-pronged and comprehensive plan in
order to maintain fair distribution of water to the
citizens and avoid, if any, water shortage during the
closure period.
• Built a make-shift Jetty at Bakhar Ireland, where three
motor pumped water to Bandar Road Jetty through a
700 feet water channel, specially dug to fill a pond at
Bandar Road Jetty.
• NSUSC dug a new 300 feet water channel and installed
200 feet iron sheet to divert water to Bundar Road Jetty
113
123. SURVEY AND MAPPING
• Survey Control Points (BMs) have been established in all six project cities,
i.e, Sukkur, New Sukkur, Rohri, Khairpur, Shikarpur and Larkana
• 49 Secondary Control Points (SBMs) have been established in all six cities
• Reconnaissance survey and marking of permanent features on satellite
imageries for all six cities have been completed
• Orthorectification of the satellite imageries is in progress
• Installation of Survey Monuments in all six cities has been completed
• Topographic and Condition Survey is in progress. Survey of 3 DNIs in
Sukkur will be completed by 15-01-2012 and that of remaining 3 DNIs in
Rohri and Khairpur will be completed by 15-02-2012
138. WATER SUPPLY SYSTEM
• Two conceptual working papers have been submitted, one on
DNI zones and second on water production rationalization
• Six DNI zones have been identified as follows:
• 2 in Old Sukkur
• 1 in New Sukkur
• 1 in Rohri
• 2 in Khairpur
145. DESCRIPTION CITY FUTURE PLANNING
SKIP LOCATION SUKKUR CITY UPDATE NEW DEPUTED SKIP
DISPOSAL STATION SUKKUR CITY
UNION COUNCIL BOUNDARY SUKKUR CITY Will be done soon
VEHICLE ROUTE WITH DUMP STATION SUKKUR CITY Will be done soon
MAIN RISING LINE LOCATION SUKKUR CITY
LEAKAGE PLAN MAP SUKKUR CITY
LAND FILL SITE SUKKUR CITY Will be done soon
DOWLOAD SATEELITE IMAGE AND RECTIFICATION SUKKUR CITY
SUKKUR CITY
149. NEW SUKKUR
DESCRIPTION CITY FUTURE PLANNING
SKIP LOCATION SUKKUR NEW UPDATE NEW DEPUTED SKIP
DISPOSAL STATION SUKKUR NEW
UNION COUNCIL BOUNDARY SUKKUR NEW Will be done soon
VEHICLE ROUTE WITH DUMP STATION SUKKUR NEW Will be done soon
LAND FILL SITE SUKKUR NEW Will be done soon
DOWLOAD SATEELITE IMAGE AND RECTIFICATION SUKKUR NEW
152. KHAIRPUR CITY
DESCRIPTION CITY FUTURE PLANNING
SKIP LOCATION KHAIRPUR UPDATE NEW DEPUTED SKIP
DISPOSAL STATION KHAIRPUR
UNION COUNCIL BOUNDARY KHAIRPUR
VEHICLE ROUTE WITH DUMP STATION KHAIRPUR Will be done soon
LAND FILL SITE KHAIRPUR Will be done soon
DOWLOAD SATEELITE IMAGE AND RECTIFICATION KHAIRPUR
156. LARKANA CITY
DESCRIPTION CITY FUTURE PLANNING
SKIP LOCATION LARKANA UPDATE NEW DEPUTED SKIP
DISPOSAL STATION LARKANA
UNION COUNCIL BOUNDARY LARKANA
VEHICLE ROUTE WITH DUMP STATION LARKANA
LAND FILL SITE LARKANA Will be done soon
DOWLOAD SATEELITE IMAGE AND RECTIFICATION LARKANA
160. SHIKARPUR CITY
DESCRIPTION CITY FUTURE PLANNING
SKIP LOCATION SHIKARPUR UPDATE NEW DEPUTED SKIP
DISPOSAL STATION SHIKARPUR
UNION COUNCIL BOUNDARY SHIKARPUR
VEHICLE ROUTE WITH DUMP STATION SHIKARPUR
LAND FILL SITE SHIKARPUR
DOWLOAD SATEELITE IMAGE AND RECTIFICATION SHIKARPUR
164. ROHRI CITY
DESCRIPTION CITY FUTURE PLANNING
SKIP LOCATION ROHRI UPDATE NEW DEPUTED SKIP
DISPOSAL STATION ROHRI
UNION COUNCIL BOUNDARY ROHRI Will be done soon
VEHICLE ROUTE WITH DUMP STATION ROHRI Will be done soon
LAND FILL SITE ROHRI
DOWLOAD SATEELITE IMAGE AND RECTIFICATION ROHRI