MESSAGE - Policy address · To further enhance the efficiency and cost-effectiveness in the water ... supply in new building developments and Plumber Licences. 5 7 Improve overall

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MESSAGE

Water is essential for life. The provision ofan adequate and reliable water supply is always theprime objective of the Works Bureau and the WaterSupplies Department. To maintain Hong Kong asa world class city, we are committed to ensuring ahigh quality water supply and a high standard ofservice.

Hong Kong enjoys a safe and convenientwater supply. We will continue to maintain closeliaison and full co-operation with the GuangdongAuthority for a reliable supply of quality raw water.We will ensure that the treated water supplied to consumers is clean, safeand conforms to the World Health Organization standards. We will alsopromote the proper upkeep and maintenance of customers� inside servicesto protect the quality of treated water for direct consumption out of the tap.

To meet the rising expectations of the community, we have set upthe Advisory Committee on the Quality of Water Supplies. With a widerepresentation from the community, the Committee advises Government andenhances communication with the public on matters relating to the qualityof water supplies.

To further enhance the efficiency and cost-effectiveness in the watersupply services, we will constantly review our operations and management,and make full use of information technology and other efficiencyimprovement measures.

I welcome your comments and suggestions, which will help us attaina higher standard in our services.

(Lee Shing-see)Secretary for Works

10th, 11th, 12th, 13th and 21st Floors, Murray Building, Garden Road, Central, Hong KongFax No.: 2523 5327 E-mail Address: [email protected]

Website: http://www.wb.gov.hk

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Water Supply

Policy Objectiveand

Key Result Areas

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WATER SUPPLY

Our Policy Objective is to ensure the provision of a reliable, adequateand quality water supply and an efficient water supply service.

Overall Targets

Our targets this year in pursuing this Policy Objective are �

! to maintain a 24-hour water supply

! to undertake 98% of the planned maintenance of the water supplyinfrastructure

! to ensure 100% compliance with the Guidelines for Drinking-water Quality of the World Health Organization (WHO) (1993)for water supplied to customers at connection points

! to attain a level of 90% customer satisfaction with the watersupply service

Progress

We had four targets at the Policy Objective level in the past 12 months.

Our first target was to maintain a 24-hour water supply. In the past12 months, we have maintained full water supply throughout the year. Wehave also maintained close liaison with the Guangdong Authority to ensurean adequate supply of raw water for the next decade.

Our second target was to undertake 95% of the planned maintenanceof the water supply infrastructure. In the past 12 months, progress in meetingthis target was satisfactory. We have carried out regular preventivemaintenance on all waterworks installations, plant and equipment.Preparatory works are in hand for the rehabilitation programme for agedwatermains, service reservoirs, water treatment works and pumping stationsto start in 2000.

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Our third target was to ensure 100% compliance with the Guidelinesfor Drinking-water Quality of the World Health Organization (1993) forwater supplied to customers at connection points. Measures have been takento enhance the water quality monitoring system to ensure full compliancewith the Guidelines.

Our fourth target was to attain 90% customer satisfaction with thewater supply service. In the 1999 Benchmark Opinion survey on WaterSupplies Services, over 90% of customers were generally satisfied with ourservices.

We also achieved the following progress in our seven Key ResultAreas (KRAs).

1 Identify water supply needs and secure water resources

In the past 12 months, we aimed to secure 100% of water resourcesto meet the increase in demand. We have maintained close liaisonwith the Guangdong Authority to ensure the implementation of thecurrent Dongjiang water supply agreement.

2 Improve the water supply administrative and regulatoryframework

We have implemented a new integrated computer system for efficientmanagement and control of materials and job records. We haveobtained the ISO 9000 certification on project management functionin February 2000, and preparation for certification on other functionsfor managing waterworks projects is in progress.

3 Expand the water supply infrastructure to meet increasingdemand

In the past 12 months, we aimed to complete nine high priorityprojects on time and within budget to meet development programmes.All the nine new water supply infrastructure projects scheduled forcompletion in the 1999-2000 financial year have been completed ontime and within budget. Works for expanding water supplyinfrastructure to meet the requirements of new developments and forimproving the reliability of existing water supply systems are inprogress.

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4 Maintain and improve the condition of the water supplyinfrastructure

Progress under this KRA over the past 12 months was satisfactory.About 90% of fresh water interruptions were restored within 12 hours.Leakage detection tests and inspections of waterworks installationswere carried out as scheduled. The frequency of inspection of smallservice reservoirs has been doubled.

We have started off a programme to replace/rehabilitate agedwatermains, with priority given to those in urban areas or mostsusceptible to leakage/burst. Moreover, works for rehabilitating agedservice reservoirs, water treatment works and pumping stations havecommenced in 2000.

5 Ensure the quality of water supplied to customers

In the past 12 months, we aimed to ensure compliance of the qualityof both fresh and salt water at connection points with WHO guidelinesand Water Supplies Department (WSD) objectives respectively.

In the past 12 months, progress in meeting the above target wassatisfactory. New instruments have been commissioned and methodsvalidated to enhance the water quality monitoring system. Proceduresare also being audited and revised to ensure compliance with thequality assurance and laboratory safety requirements in water sciencelaboratories by end-2000.

6 Improve customer services in the provision of water supply

In the past 12 months, we processed 99% of applications for changeof account holder within seven working days; attended to 99% of freshwater fault complaints within half a working day; and gave three days�notice to consumers for 99% of planned suspensions of water supply.

In addition, we have introduced telephone applications for closingaccounts and change of mailing address. We have also introducedapplication services on the Internet for taking up of water accounts,closing of water accounts, changes of mailing address, new watersupply in new building developments and Plumber Licences.

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7 Improve overall efficiency and reduce cost

WSD is drawing up plans to improve its service and cost efficiency,aiming at reducing significantly the operation and maintenanceexpenditure without lowering service level over the next three years.On the other hand, in order to make use of the lower electricity tariffsduring off-peak, the pumping patterns for Sai O Pumping Station, MaOn Shan Treatment Works and Au Tau Pumping Station have beenrevised. An energy audit is also underway to review the energy costsof major waterworks installations.

Progress on each previously announced initiative under the aboveKRAs is set out in the �Detailed Progress� section of this report.

Looking Forward

To achieve our overall targets this year, we will undertake thefollowing initiatives and targets under each of the KRAs for the coming year.

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Initiative * Target

* the bracketed information denotes the agency with lead responsibility for the initiative

Identify water supply needs and secure waterresources

We aim to plan water resources so as to ensure a continuous, reliablesupply of water for Hong Kong. We plan supply requirements on the basisof providing a full 24-hour supply of both potable and flushing water.

As Hong Kong�s own water resources are insufficient to meet demand,we have been importing additional water from Guangdong since 1960. In1989, we entered into a long-term agreement with the Guangdong Authorityfor the supply of water from Dongjiang up to the year 2000 and beyond.In 1998, both sides reached an agreement to update the 1989 agreement.This update will take us into the next decade with a reliable water supply.We will continue to co-operate closely with the Guangdong Authority toensure the smooth implementation of the agreements and to negotiate formore flexibilities in adjusting the annual supply quantities.

We will assess our performance in respect of this KRA against thefollowing indicator �

! Percentage of water resources secured to meet the increase indemand. Our target is to secure water resources to meet 100%of the increase in demand.

We will pursue the following initiatives and targets to deliver resultsin this area �

To maintain close liaison with theGuangdong Authority on theimplementation of the currentAgreement

(Works Bureau)

To hold at least one high-levelbusiness meeting and twotechnical sub-group meetings withthe Guangdong Authority in 2001to discuss and resolve problems

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Initiative Target

To ensure the supply and storageof water is sufficient to meetdemand

(Water Supplies Department(WSD))

To review the storage position anddemand forecast on a monthlybasis and to seek agreement toadjust the Dongjiang water supplywhen necessary

To monitor the quality ofDongjiang water

(WSD)

To closely monitor the quality ofDongjiang water and exchangedata with the GuangdongAuthority on a weekly basis

To formulate a long-term strategyfor developing new fresh waterresources for the Hong KongSpecial Administrative Region

(WSD)

To formulate a long-term strategy,taking into account the findings ofa consultancy study, by 2001

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Initiative Target

Improve the water supply administrative andregulatory framework

Managing the supply of water to all consumers in Hong Kong is achallenging administrative and managerial task. We are implementingvarious measures to further improve our operational efficiency. In order tocapitalise on the benefits available from information technology, we havestarted to implement the measures recommended in the Information SystemsStrategy Study. We also keep our systems and procedures under constantreview to ensure cost-effectiveness in delivering quality water supplyservices.

Water Supplies Department is responsible for the control ofwaterworks installations in building developments and the licensing ofplumbers through the enforcement of the Waterworks Ordinance andRegulations. We review and update the Ordinance and Regulations regularlyin order to meet the changing requirements of the society.


! Percentage of initiatives completed on time. Our target is tocomplete 100% of the initiatives on time.


To improve quality assurance inthe maintenance of WSD slopes


To obtain ISO 9000 certificationfor WSD slope maintenance byend-2001

To improve quality assurance inthe attendance to main bursts andleaks

(WSD)

To obtain ISO 9000 certificationfor attendance to main bursts andleaks by end-2001

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Initiative Target

To improve quality assurance inhandling consumers� complaintsrelated to water supply

(WSD)

To obtain ISO 9000 certificationfor handling consumers�complaints by end-2001

To improve quality assurance inleakage detection work

(WSD)

To obtain ISO 9000 certificationfor managing leakage detectionwork by end-2001

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Initiative Target

Expand the water supply infrastructure to meetincreasing demand

Hong Kong�s water supply needs to continue to expand as thepopulation grows and the standard of living rises. Water SuppliesDepartment plans, designs and builds new projects to extend and upgradethe fresh and salt water supply systems to meet demand.

During the 1999-2000 financial year, we spent $2.6 billion on PublicWorks Programme projects to improve the water supply infrastructure.These included water treatment works, service reservoirs, watermains andother ancillary structures for extending water supply to new developments.Major works now in hand include the Tai Po Treatment Works, servicereservoirs, pumping stations and mainlaying in Tuen Mun, Yuen Long,Tseung Kwan O, Lantau Island, Kowloon East and some other parts of theurban areas.

We will assess our performance in respect of this KRA against thefollowing indicators �

! Number of high priority projects completed in 2000-2001. Ourtarget is to complete eight.

! Number of high priority projects completed within budget in2000-2001. Our target is to complete eight.

We will pursue the following initiative and targets to deliver resultsin this area �

To expand the water supplyinfrastructure to meet newdevelopment requirements

(Water Supplies Department)

! To provide water supply fornew developments in Pokfulamarea by 2005

! To provide fresh water supplyto Penny�s Bay, Lantau by 2004and salt water supply by 2006

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4 Maintain and improve the condition of the watersupply infrastructure

Our extensive water supply network represents both a significant assetand a major operational and maintenance responsibility. Regular preventivemaintenance is carried out on all waterworks installations, plant andequipment.

To enhance the reliability of the water supply infrastructure, there isa need to upgrade or replace aged watermains and reservoirs to reduceleakages and bursts, thus minimising inconvenience to the public. Propermaintenance is also particularly important for the reservoir and catchwatersystems as well as those pipes and reservoirs that may affect the stabilityof adjacent slopes.

Water Supplies Department has initiated action to implement therecommendations of the Underground Asset Management Study. We aimto operate and maintain the water supply systems in the most cost-effectivemanner possible.


! Percentage of cases where supply can be resumed within 12 hoursafter interruption. Our target is to resume fresh water supply for90% of the cases.

! Number of leakage detection tests. Our target is to conduct4 500 leakage detection tests.

! Number of inspections of impounding and service reservoirs. Ourtarget is to conduct 860 inspections of impounding and servicereservoirs.

! Number of safety inspections. Our target is to conduct 350 safetyinspections.

! Number of inspections of major waterworks installations forcompliance with environmental protection requirements. Ourtarget is to conduct 400 inspections.

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Initiative Target


To implement a replacement/rehabilitation programme for theaged waterworks installations


! To complete the replacement/rehabilitation for Tuen MunFresh Water Pumping Station by2005

! To complete the replacement/rehabilitation for Tsuen WanRaw Water Pumping Station by2007

To reduce the leakage indistribution network

(WSD)

! To adopt a continuous leakagemonitoring strategy in 35existing district metering areasby mid-2002

! To complete a pilot project onadopting pressure managementtechniques in a major supplyzone by 2003

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Initiative Target

Ensure the quality of water supplied to customers

The supply of clean water is essential to our health. Water SuppliesDepartment (WSD) is responsible for ensuring that the treated water suppliedto consumers is pure, safe and wholesome and conforms to the World HealthOrganization (WHO) guidelines. WSD is also responsible for ensuring thatsalt water for flushing meets the Department�s Water Quality Objectives.Conformity with these standards is assured by regular water quality samplingand testing, and monitoring of the test results throughout the entire supplyand distribution system, i.e. at source points, in various treatment stages andat consumers� taps.


! Percentage of compliance with WHO guidelines for fresh watersupplied to customers at connection points. Our target is 100%.

! Percentage of compliance with WSD internal guidelines for saltwater supplied to customers. Our target is 93%.


To enhance transparency of waterquality monitoring following theadvice of the Advisory Committeeon the Quality of Water Supplies


To publish and update waterquality data annually

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Initiative Target

To advise customers on the upkeepof their inside services (storagetanks, pipes) so that water can bedrinkable out of their taps

(WSD)

! To conduct 25 educational visitsto schools and housing estatesto publicise the importance ofproper maintenance of watertanks and inside services in2001

! To develop a broader actionplan by 2001

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Initiative Target

Improve customer services in the provision of watersupply

Water Supplies Department (WSD) is responsible for the provisionof efficient and effective services to some 2.3 million registered waterconsumers. To upgrade our services, we are improving efficiency andeffectiveness in dealing with customer enquiries and complaints; publicisingthe customer services offered and information provided to customers;ensuring timeliness of billing and promptness in updating consumer accountrecords; and promptly processing new consumer account applications. Wewill implement information technology systems and introduce businessprocess re-engineering to improve the quality of services provided tocustomers.


! Percentage of applications for change of account processed withinseven working days. Our target is 99%.

! Percentage of fresh water fault complaints responded to withinhalf a working day. Our target is 99%

! Percentage of planned suspensions undertaken with three days�notice in advance. Our target is 99%.


To educate school students on theimportance of saving water


To conduct 10 exhibitions inschools in 2001

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Initiative Target

To introduce a new andmonolingual format of water andsewage charge bill with detailedbilling calculations under thetiered charging structure

(WSD)

To implement the new format by2001

To conduct customer opinionsurveys on the services providedin the Customer TelephoneEnquiry Centre and CustomerEnquiry Centres

(WSD)

To complete the surveys in 2001

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Initiative Target

Improve overall efficiency and reduce cost

In response to the Government�s Enhanced Productivity Programme,efforts will be made to improve the cost-effectiveness and efficiency ofWater Supplies Department (WSD). Plans are being drawn up to achievesignificant overall savings in operation and maintenance expenditure withoutlowering service level over the next three years. Separately, a long-termstrategy for efficiency improvement of the WSD, including organisationalchange where appropriate, will be carefully formulated.


! The cost-effectiveness of the provision of the services. Our targetis to further enhance efficiency and reduce cost.


To implement a pilot scheme forautomatic reading of water meters


To complete the technicalfeasibility and financial viabilitystudy of automatic meter readingby 2002

To improve efficiency andproductivity

(WSD)

To achieve significant overallsavings in operation andmaintenance expenditure withoutlowering service level over thenext three years

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Water Supply

Detailed Progress

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* the bracketed information denotes the agency with lead responsibility for the initiative# the bracketed information denotes the year in which the target was set+ the bracketed information denotes the status of the target

Initiative * Target # Present Position +

Identify water supply needs and secure waterresources

To achieve results in this area, the following initiative has beenundertaken in the past year. Details are set out below �

To co-operate with theGuangdong Authorityto ensure the smoothimplementation of theDongjiang water supplyagreement

(Works Bureau)

To hold at least onehigh-level businessmeeting and twotechnical sub-groupmeetings with theGuangdong Authorityannually to discuss andresolve problems

(1999)

In 1999 the businessmeeting was held in Julywith two supplementarymeetings held in Augustand December respectively.Two technical sub-groupmeetings were also held.

(Action Completed)

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Initiative Target Present Position

Improve the water supply administrative andregulatory framework

To achieve results in this area, various initiatives have been undertakenin the past years. Details are set out below �

To improve qualityassurance in thedelivery of waterworksprojects in the PublicWorks Programme

(Water SuppliesDepartment (WSD))

To obtain ISO 9000certification formanaging waterworksprojects by 2001

(1999)

ISO 9000 certification onproject managementfunction was obtained inFebruary 2000. The ISO9000 certification fordesign, construction, andmechanical and electrical(project) functions is inprogress.

(Action in Progress: Onschedule)

To move towards theintroduction of acomprehensiveinformation technologysystem to improveworking efficiency

(WSD)

! To complete afeasibility study forStage IIimplementation ofthe InformationSystems Strategy by2001

(1999)

! The study commencedin September 2000, andis scheduled forcompletion by 2001.

(Action in Progress: OnSchedule)

To install a newintegrated computersystem for moreefficient managementand control of materialsand job records

(WSD)

To set up the Materialsand Job RecordsManagement System bythe end of 1999

(1998)

The system wasimplemented in full inOctober 1999.

(Action Completed)

! To complete afeasibility study forStage Iimplementation bythe end of 1999

(1998)

! The study wascompleted in December1999.

(Action Completed)

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Expand the water supply infrastructure to meetincreasing demand


To expand the watersupply infrastructure tomeet the requirementsof new developments


! To provide watersupply for newdevelopments in theKowloon East areaby 2004

! Construction works arein progress.

! To provide watersupply for the TungChung and Tai HoPhase 3 developmentby 2007

(1999)

! Detailed planning worksare in progress.Consultants will beengaged for the designand construction works.


To improve thereliability of existingwater supply systemsby providing newlinkages

(WSD)

To complete theimprovements for TuenMun/Yuen Long andSham Tseng/Yau KomTau by 2003

(1998)

Construction works forimproving the water supplysystems for Tuen Mun/Yuen Long and ShamTseng/Yau Kom Tau are inprogress, and will becompleted by 2003.


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Maintain and improve the condition of the watersupply infrastructure


To implement areplacement/rehabilitationprogramme for agedwaterworks installations


To complete thereplacement/rehabilitation for �

! Kwai Shing SaltWater PumpingStation by 2000

! The work wascompleted in February2000.

(Action Completed)

! Ha Lo Wai SaltWater PumpingStation by 2001

(1999)

! Equipment for thepumping station is beingmanufactured. Thework is scheduled forcompletion by 2001.


To launch acomprehensive andsystematic programmeto replace andrehabilitate agedwatermains, withpriority given to thewatermains in urbanareas and those mostsusceptible to leakagesand bursts

(WSD)

To start in 2000 thefirst stage of theprogramme byreplacing orrehabilitating 350 kmof aged watermains, forcompletion by 2006

(1998)

Detailed design of the in-house works is in anadvanced stage. Tenderswill be invited uponfunding approval. Worksare expected to start byend-2000.


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To rehabilitate agedservice reservoirs,water treatment worksand pumping stationsand enhance theirfacilities and equipment

(WSD)

To start therehabilitation works ofaged service reservoirs,water treatment worksand pumping stations in2000

(1998)

Renovation works havecommenced at Tuen MunTreatment Works, Sha TinTreatment Works, sevenpumping stations and 22service reservoirs in 2000.

(Action Completed)

To carry outindependent safetyinspections on smallservice reservoirs (i.e.with a capacity notexceeding 25 000 m3)

(WSD)

To double thefrequency ofinspections of smallservice reservoirs from2000 onwards

(1998)

Frequency of inspection ofsmall service reservoirswas doubled in December1999.

(Action Completed)

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Ensure the quality of water supplied to customers


To enhance waterquality monitoring


To build the KowloonLaboratory by 2000

(1999)

Construction is in progress.Commissioning is expectedby end-2000 as scheduled.


To improve the waterquality testinglaboratory facilities atSham Tseng and YauKom Tau treatmentworks

(WSD)

To complete theimprovement by 2001

(1999)

The new laboratory atSham Tseng TreatmentWorks has been completed.Construction of the newlaboratory at Yau Kom TauTreatment Works is inprogress.


To enhance control andmonitoring of the watergathering grounds andreservoirs

(WSD)

To increase by 15% thefrequency of patrollingthe gathering groundsand monitoring of waterquality in reservoirs by2000

(1998)

Frequency of patrollingand monitoring has beenstepped up, and will reacha 15% increase by end-2000.


To improve qualityassurance andlaboratory safety inWSD water sciencelaboratories

(WSD)

To achieve compliancewith WSD�s qualityassurance proceduresand laboratory safetyprocedures by 2000

(1998)

Review and revision ofquality manuals are inprogress to meet newrecommendations by theHong Kong AccreditationService. A draft laboratorysafety manual has beenprepared for commentsprior to issue.


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Improve customer services in the provision of watersupply


To improve IT systemsand implement businessprocess re-engineeringfor Customer ServiceProgramme


Implementation to startby 2000 and completeby 2003

(1999)

A feasibility study onimproving customer servicewas completed in May2000. Funding for theimplementation of aCustomer Care and BillingSystem will be sought.


To introduce telephoneapplications for closingconsumer accounts andchange of mailingaddress

(WSD)

To introduce thetelephone applicationservice by 2000

(1999)

Telephone applications forclosing consumer accountsand change of mailingaddress were implementedin August 1999.

(Action Completed)

To monitor customerfeedback on WSDservices

(WSD)

To conduct a customeropinion survey in 1999

(1998)

The survey was completedin November 1999 and thesurvey report was issued inMarch 2000.

(Action Completed)

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Improve overall efficiency and reduce cost

To achieve results in this area, various initiatives have been undertakenin the past year. Details are set out below �

To draw up a long-termstrategy for efficiencyimprovement, includingorganisational changewhere appropriate

(Works Bureau)

To decide on the broadstrategy by early 2000

(1999)

In view of the complexityof the subjects concerned,more time is needed beforea view can be taken on along-term strategyinvolving organisationalchanges. Meanwhile,Water Supplies Departmentis drawing up plans toimprove its service andcost efficiency. Surplusstaff identified will beretrained and redeployedinto growth areas.

(Action in Progress:Behind Schedule)

To improve themanagement of energycosts

(Water SuppliesDepartment)

! To re-schedule thepumping pattern andmake use of thelower electricitytariffs during off-peak periods toreduce costs by end-2000

! The pumping patterns forSai O Pumping Station,Ma On Shan TreatmentWorks and Au TauPumping Station havebeen revised. Revision topumping pattern ofFanling Pumping Stationis in progress.

! To conduct anenergy audit formajor waterworksinstallations by 2002

(1999)

! Stage I of the audit hasbeen completed. Workon Stages II & III was22% completed.


Documents

MESSAGE - Policy address · To further enhance the efficiency and cost-effectiveness in the water ... supply in new building developments and Plumber Licences. 5 7 Improve overall