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Comparative Assessment of Service
Standards of Utilities Service Providers
in Water and Wastewater management




                  Abhishek Sarkar
                    10BM60004
Background
 Industries started being setup post independence


 Obsolete water supply/drainage system


 Post 1991, more industries hence more townships around
  SEZs (EG: DMIC)

 Rising standards of living


 Govt of India realized need and many initiatives are being
  taken:
    JNNURM
    PPP in infrastructure projects
Objective
 3 main types of players:
   Urban local bodies(municipalities)
   Township administrative division of industrial
    townships
   Private Players providing township management
    services



 Objective of this project:
   Assess service standards of the different parties
   Make a comparative analysis based on their
    performance with regards to nationally accepted
    Service level benchmarks
Service Level Benchmarks
 Water Supply
   Coverage of Water Supply Connections
       100%
   Per Capita supply of water                                   135 lpcd

   Extent of metering of water connections
          100%
     Extent of Non-Revenue Water (NRW)                          20%
     Continuity of water supply                                 24 x 7
     Quality of water supplied
          100%
     Efficiency in redressal of customer complaints
          80%
     Cost recovery in water supply services                     100%
     Efficiency in collection of water supply related charges
          90%
Service Level Benchmarks
 Sewerage services
   Coverage of Toilets                            100%
   Coverage of sewage network services            100%
         Collection efficiency of sewage network           100%
     Adequacy of sewage treatment capacity                 100%
     Quality of sewage treatment                    100%
     Extent of reuse and recycling of sewage               20%
     Efficiency in redressal of customer complaints        80%
     Extent of cost recovery in sewage management          100%
     Efficiency in collection of sewage charges            90%
Key Performance Indicators for
Quality Of Service
 Measure of Employee Efficiency
   Customer accounts per employee
   MLD water delivered per employee


 Training Hours per Employee
 Customer Service Complaints
 Technical Quality Complaints
 Distribution system water loss
 Planned maintenance ratio
 Total O&M cost incurred per year per customer
  account
Key Performance Indicators
Contd..
 Per capita supply of water
 Continuity of water supply
 Coverage of water supply connections
 Overall Performance Efficiency (OPE): This
  indicator measures the overall performance efficiency
  of the utility as a factor of Quality of Water
  Provided, Loss of Water put into the Distribution
  System and the Availability of Water Supply.
  Quality Of Water (%) x [100%-NRW] (%) x Availability
 System renewal/replacement rate
Townships Surveyed
 Tatanagar (JUSCO)
 Bokaro Steel Plant
 Rourkela Steel Plant
 Durgapur Steel Plant
 Kharagpur municipality
 Midnapore municipality
How they fared (Water supply)

  Name of the         Benchmark   JUSCO
  Indicator

  Coverage            100%        86.98%

  Per Capita supply   135 lpcd    232 lpcd
  Extent of           100 %       32.96%
  metering
  Non revenue         20%         9.56%
  water
  Continuity          24*7        24*7
  Quality of water    100%        100%
  Customer            80%         98.35%
  complaint
  redressal
  Cost recovery       100%        100%
How they fared (Water supply)

  Name of the         Benchmark   Bokaro Steel
  Indicator                       plant

  Coverage            100%        100%

  Per Capita supply   135 lpcd    253.6lpcd
  Extent of           100 %       0%
  metering
  Non revenue         20%         NA
  water
  Continuity          24*7        6 hrs a day
  Quality of water    100%        100%
  Customer            80%         100%
  complaint
  redressal
  Cost recovery       100%        0
How they fared (Water supply)

  Name of the         Benchmark   Rourkela Steel
  Indicator                       Plant

  Coverage            100%        100%

  Per Capita supply   135 lpcd    225 lpcd
  Extent of           100 %       0%
  metering
  Non revenue         20%         NA
  water
  Continuity          24*7        4 hrs a day
  Quality of water    100%        100%
  Customer            80%         90%
  complaint
  redressal
  Cost recovery       100%        0
How they fared (Water supply)

  Name of the         Benchmark   DSP
  Indicator

  Coverage            100%        100%

  Per Capita supply   135 lpcd    272 lpcd
  Extent of           100 %       0%
  metering
  Non revenue         20%         NA
  water
  Continuity          24*7        8 hrs
  Quality of water    100%        100%
  Customer            80%         75 %
  complaint
  redressal
  Cost recovery       100%        0%
How they fared (Water supply)

  Name of the         Benchmark   KGP
  Indicator                       Municipality

  Coverage            100%        26.94%

  Per Capita supply   135 lpcd    17.6 lpcd
  Extent of           100 %       0%
  metering
  Non revenue         20%         NA
  water
  Continuity          24*7        2 hrs
  Quality of water    100%        100%
  Customer            80%         Not divulged
  complaint
  redressal
  Cost recovery       100%        Not divulged
How they fared (Water supply)

  Name of the         Benchmark   Midnapore
  Indicator

  Coverage            100%        21.82%

  Per Capita supply   135 lpcd    29.65 lpcd
  Extent of           100 %       0%
  metering
  Non revenue         20%         NA
  water
  Continuity          24*7        2hrs
  Quality of water    100%        100%
  Customer            80%         Not divulged
  complaint
  redressal
  Cost recovery       100%        0%
How they fared (Sewerage)
Name of the          Benchmark   JUSCO
Indicator

Coverage of toilet   100%        0

Coverage of          100%        75%
sewage network
services
Collection           100 %       75%
efficiency
Quality of           100%        100%
treatment
Extent of            20%         30%
recycling
Customer             80%         99.8%
complaint
redressal
Cost recovery        100%        0%
How they fared (Sewerage)
Name of the          Benchmark   KGP
Indicator                        municipality

Coverage of toilet   100%        0

Coverage of          100%        NA
sewage network
services
Collection           100 %       NA
efficiency
Quality of           100%        NA
treatment
Extent of            20%         NA
recycling
Customer             80%         NA
complaint
redressal
Cost recovery        100%        NA
Comparative assessment on
KPIs

    Training Hours per employee
Comparative assessment on
KPIs
                  Customer accounts per employee
350



300



250



200


                                                                 Customer accounts per employee
150



100



 50



  0
      JUSCO   BOKARO   Rourkela   Durgapur Kharagpur Midnapore
Comparative assessment on
KPIs
        Distribution system water loss
   35


   30


   25


   20


   15
                                 Distribution system water loss

   10


    5


    0
Comparative assessment on
KPIs
         Planned maintenance ratio
   0.9

   0.8

   0.7

   0.6

   0.5

   0.4
                               Planned maintenance ratio
   0.3

   0.2

   0.1

    0
Comparative assessment on
KPIs
       Continuity Of water supply
Comparative assessment on
KPIs
                     Overall performance efficiency
   90


   80


   70


   60


   50


   40                                                          Overall performance efficiency


   30


   20


   10


    0
        JUSCO   BOKARO Rourkela Durgapur Kharagpur Midnapore
Analysis of findings
 Customer accounts handling load inefficiency issues
    in KGP & Midnapore
   Difference in training of employees of the different
    bodies
   Per capita supply of water in KGP & Midnapore is not
    at all adequate
   Very low distribution system water loss leads to high
    efficiency in JUSCO’s operations
   Planned maintenance ratio shows lack of adequate
    planning for ULBs
   Continuity of water supply is a big issue for all entities
    other than JUSCO
   High OPE value for JUSCO makes it a clear winner
    with regards to water supply services over its
    competition
Suggestions
 Arrange for proper training of employees for
  increased customer service quality.
 Setting up proper sewerage and sewage
  treatment facilities for the sake of hygiene.
 Timely maintenance and renewal of water supply
  equipments to be followed to minimize distribution
  system water loss
 A public private model should be adopted
   Remedy for budgetary constraints
   Better efficiency in operations
   Central regulation to avoid over commercialization
   practices
References
 Center, N. I. (n.d.). Ministry of urban Development, GOvernment
  of India. Retrieved September 2011, from http://urbanindia.nic.in/
 Perez, B. (2008). INDICATORS FOR PERFORMANCE
  BENCHMARKING OF WATER UTILITIES.
 PWC. (2011). Report on Indian Urban Infrastructure and
  Services. HPEC.
Comparative analysis for various service providders in water and waste water management

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Comparative analysis for various service providders in water and waste water management

  • 1. Comparative Assessment of Service Standards of Utilities Service Providers in Water and Wastewater management Abhishek Sarkar 10BM60004
  • 2. Background  Industries started being setup post independence  Obsolete water supply/drainage system  Post 1991, more industries hence more townships around SEZs (EG: DMIC)  Rising standards of living  Govt of India realized need and many initiatives are being taken:  JNNURM  PPP in infrastructure projects
  • 3. Objective  3 main types of players:  Urban local bodies(municipalities)  Township administrative division of industrial townships  Private Players providing township management services  Objective of this project:  Assess service standards of the different parties  Make a comparative analysis based on their performance with regards to nationally accepted Service level benchmarks
  • 4. Service Level Benchmarks  Water Supply  Coverage of Water Supply Connections 100%  Per Capita supply of water 135 lpcd  Extent of metering of water connections 100%  Extent of Non-Revenue Water (NRW) 20%  Continuity of water supply 24 x 7  Quality of water supplied 100%  Efficiency in redressal of customer complaints 80%  Cost recovery in water supply services 100%  Efficiency in collection of water supply related charges 90%
  • 5. Service Level Benchmarks  Sewerage services  Coverage of Toilets 100%  Coverage of sewage network services 100%  Collection efficiency of sewage network 100%  Adequacy of sewage treatment capacity 100%  Quality of sewage treatment 100%  Extent of reuse and recycling of sewage 20%  Efficiency in redressal of customer complaints 80%  Extent of cost recovery in sewage management 100%  Efficiency in collection of sewage charges 90%
  • 6. Key Performance Indicators for Quality Of Service  Measure of Employee Efficiency  Customer accounts per employee  MLD water delivered per employee  Training Hours per Employee  Customer Service Complaints  Technical Quality Complaints  Distribution system water loss  Planned maintenance ratio  Total O&M cost incurred per year per customer account
  • 7. Key Performance Indicators Contd..  Per capita supply of water  Continuity of water supply  Coverage of water supply connections  Overall Performance Efficiency (OPE): This indicator measures the overall performance efficiency of the utility as a factor of Quality of Water Provided, Loss of Water put into the Distribution System and the Availability of Water Supply. Quality Of Water (%) x [100%-NRW] (%) x Availability  System renewal/replacement rate
  • 8. Townships Surveyed  Tatanagar (JUSCO)  Bokaro Steel Plant  Rourkela Steel Plant  Durgapur Steel Plant  Kharagpur municipality  Midnapore municipality
  • 9. How they fared (Water supply) Name of the Benchmark JUSCO Indicator Coverage 100% 86.98% Per Capita supply 135 lpcd 232 lpcd Extent of 100 % 32.96% metering Non revenue 20% 9.56% water Continuity 24*7 24*7 Quality of water 100% 100% Customer 80% 98.35% complaint redressal Cost recovery 100% 100%
  • 10. How they fared (Water supply) Name of the Benchmark Bokaro Steel Indicator plant Coverage 100% 100% Per Capita supply 135 lpcd 253.6lpcd Extent of 100 % 0% metering Non revenue 20% NA water Continuity 24*7 6 hrs a day Quality of water 100% 100% Customer 80% 100% complaint redressal Cost recovery 100% 0
  • 11. How they fared (Water supply) Name of the Benchmark Rourkela Steel Indicator Plant Coverage 100% 100% Per Capita supply 135 lpcd 225 lpcd Extent of 100 % 0% metering Non revenue 20% NA water Continuity 24*7 4 hrs a day Quality of water 100% 100% Customer 80% 90% complaint redressal Cost recovery 100% 0
  • 12. How they fared (Water supply) Name of the Benchmark DSP Indicator Coverage 100% 100% Per Capita supply 135 lpcd 272 lpcd Extent of 100 % 0% metering Non revenue 20% NA water Continuity 24*7 8 hrs Quality of water 100% 100% Customer 80% 75 % complaint redressal Cost recovery 100% 0%
  • 13. How they fared (Water supply) Name of the Benchmark KGP Indicator Municipality Coverage 100% 26.94% Per Capita supply 135 lpcd 17.6 lpcd Extent of 100 % 0% metering Non revenue 20% NA water Continuity 24*7 2 hrs Quality of water 100% 100% Customer 80% Not divulged complaint redressal Cost recovery 100% Not divulged
  • 14. How they fared (Water supply) Name of the Benchmark Midnapore Indicator Coverage 100% 21.82% Per Capita supply 135 lpcd 29.65 lpcd Extent of 100 % 0% metering Non revenue 20% NA water Continuity 24*7 2hrs Quality of water 100% 100% Customer 80% Not divulged complaint redressal Cost recovery 100% 0%
  • 15. How they fared (Sewerage) Name of the Benchmark JUSCO Indicator Coverage of toilet 100% 0 Coverage of 100% 75% sewage network services Collection 100 % 75% efficiency Quality of 100% 100% treatment Extent of 20% 30% recycling Customer 80% 99.8% complaint redressal Cost recovery 100% 0%
  • 16. How they fared (Sewerage) Name of the Benchmark KGP Indicator municipality Coverage of toilet 100% 0 Coverage of 100% NA sewage network services Collection 100 % NA efficiency Quality of 100% NA treatment Extent of 20% NA recycling Customer 80% NA complaint redressal Cost recovery 100% NA
  • 17. Comparative assessment on KPIs Training Hours per employee
  • 18. Comparative assessment on KPIs Customer accounts per employee 350 300 250 200 Customer accounts per employee 150 100 50 0 JUSCO BOKARO Rourkela Durgapur Kharagpur Midnapore
  • 19. Comparative assessment on KPIs Distribution system water loss 35 30 25 20 15 Distribution system water loss 10 5 0
  • 20. Comparative assessment on KPIs Planned maintenance ratio 0.9 0.8 0.7 0.6 0.5 0.4 Planned maintenance ratio 0.3 0.2 0.1 0
  • 21. Comparative assessment on KPIs Continuity Of water supply
  • 22. Comparative assessment on KPIs Overall performance efficiency 90 80 70 60 50 40 Overall performance efficiency 30 20 10 0 JUSCO BOKARO Rourkela Durgapur Kharagpur Midnapore
  • 23. Analysis of findings  Customer accounts handling load inefficiency issues in KGP & Midnapore  Difference in training of employees of the different bodies  Per capita supply of water in KGP & Midnapore is not at all adequate  Very low distribution system water loss leads to high efficiency in JUSCO’s operations  Planned maintenance ratio shows lack of adequate planning for ULBs  Continuity of water supply is a big issue for all entities other than JUSCO  High OPE value for JUSCO makes it a clear winner with regards to water supply services over its competition
  • 24. Suggestions  Arrange for proper training of employees for increased customer service quality.  Setting up proper sewerage and sewage treatment facilities for the sake of hygiene.  Timely maintenance and renewal of water supply equipments to be followed to minimize distribution system water loss  A public private model should be adopted  Remedy for budgetary constraints  Better efficiency in operations  Central regulation to avoid over commercialization practices
  • 25. References  Center, N. I. (n.d.). Ministry of urban Development, GOvernment of India. Retrieved September 2011, from http://urbanindia.nic.in/  Perez, B. (2008). INDICATORS FOR PERFORMANCE BENCHMARKING OF WATER UTILITIES.  PWC. (2011). Report on Indian Urban Infrastructure and Services. HPEC.