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Mumbai Water Distribution Improvement Programme (WDIP)
Scope and Progress
Presentation to AMC(P)
9th March 2015
2
Contents
•Project objectives •About Suez Environnement •Scope of contract •Service wise achievements •Issues to be jointly resolved
3
PROJECT OBJECTIVES
•Moving towards continuous supply
•Equitable distribution of water including slums
•Reduction of Non Revenue Water (physical and commercial losses)
•Improvement of information management (GIS, customers database, assets registration)
•Improvement in citizens relationship management
•Training of HE Department of MCGM
4
Suez Environnement
• 120 years of experience in water, waste water and solid waste management
• 80,000 employees, presence in 70 countries
• 9.2 crores beneficiaries from drinking water projects executed/operated by Suez
• Experienced international water operator
• Reference projects: Algiers, Casablanca, Jakarta,
Barcelona...
• In India, similar projects ongoing in Pune, Bangalore and
Delhi
• Turnover - 15 Billion Euros
5
A PARTNERSHIP APPROACH
WDIP is a new type of Contract wherein:
SEI is an integrated services provider
MCGM operates water network
.
SEI and MCGM are close partners to
improve water distribution in Mumbai
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WDIP Integrated Services Contract
• 10 Services to be delivered +Technical Secretariat + Project Management Consultancy
+ Topo survey (extra item)
• 5 years duration
• 7 international experts
• 9 national experts
• 250 employees
S2, 3, 8, 9 and 10 roll out in all areas after demonstration of improvements in pilot areas (H west and T ward)
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SERVICE 1 NETWORK SURVEY AND GIS MAP
OBJECTIVE : accurate water network geo-database
Network survey:
Part A: Pipe alignment survey based on visible elements: for Primary, Secondary & Tertiary
Part B: Pipe alignment using underground asset detection technique: for Secondary & Tertiary
SCOPE OF WORK (WS, ES, IC):
• Primary network: from WTP to MBR : 500 km
• Secondary network: from MBR to SR : 1000 km
• Tertiary network : from SR to consumer: 6000 km
GIS mapping
Progress ( km)
Primary 16 (3%)
Tertiary (Part A) 350 (8%)
Duration : 30 months.
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• Dedicated field survey teams are deployed for Primary, Secondary and Tertiary network survey beside GIS technicians, engineers and GIS mapping team at the B-ward office.
• Field instruments such as Electronic Pipe Locators, GPS, measuring instruments will be used for network mapping by correlating ground reference with pipe network.
SERVICE 1: SURVEY METHODOLOGY
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SERVICE 1 : BASE MAP SURVEY
Description (sq. km)
Total MCGM Area 437.71
Forest, ports, green cover, restricted areas
206
Urban area (where additional topographical survey needed)
232
Approved recently
Road total length 2230 km (approx.)
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SERVICE 2 MODELING
SCOPE OF WORK:
• Secondary network: from MBR to SR (WS,ES,IC): 1000 km
• Tertiary network : from SR to consumer (WS,ES): 4500 km
Model building:
• Structural data:
• Operational data
• Water Demand data
Calibration:
Matching of model’s calculated results with field measurements.
Find structural discrepancies, unknown consumptions, pipes characteristics, or demand distribution.
Adjust model variables in order to reproduce exactly the operation scheme observed on a given day
Progress ( km)
Secondary (structural data)
1000 (100%)
Tertiary 350 (8%)
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SERVICE 3 TOWARDS CONTINUOUS SUPPLY (24X7)
Water Quantity issue: • consumer taps are usually
kept open. • tendency to store more
water than required. • stored water is thrown to
receive fresh water. • Leaks and losses increase
because of network stress. • Leak detection is difficult
under intermittent supply
Asset lifespan issue: because of network stress, surges and water hammer
Water Quality issue: waste water contamination due to non-pressurized network
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SCOPE OF SERVICE 3
Objectives
• To provide a fair allocation of water to
each supply zone based on demand
estimates
• To suggest measures for pressure
management in the existing hydraulic zones
or redefined HZ
• To gradually change from an intermittent to
a 24*7 water supply
12
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• Equal distribution for entire city
Understanding of structural secondary pipes capacity and operations Assessment of bulk flow measurements and strategy definition Define limitations using hydraulic model and works necessary to improve equal
distribution Support MCGM to implement bulk flow meters strategy Propose new operations rules for equal distribution
• Non Revenue Water baseline in each HZ or redefined HZ Estimate baseline level • Towards 24*7 supply in the 15 wards (zoning) Hydraulic diagnosis of wards using field investigation and results of surveys Define new hydraulics zones to improve water distribution in terms of NRW,
pressure, hours of supply and equal distribution
• Review and optimisation of SCADA strategy
ACTIVITIES ON GOING
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Secondary Network structure : present situation
Tulsi
Total: 3745 MLD
110 MLD
2400 -100 (enroute) MLD
1365 -30 (enroute) MLD
MBR I Bandup 246 ML
MBR II Yewai 118 ML
Vehar
Eastern Suburbs (About 27%)
Western Suburbs (About 39%)
Island City (about 34%)
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Water conveyance capacity
80m
29m
56m Bhandarwada
55 m
85m
67m
58m
Malabar Hill
72m
MBR II
116 m
MBR I
94 m
2300 MLD
1365 MLD
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Service 3 schedule
Pilot wards 1& 2
Wards 3 & 4
Wards 5 & 6
Wards 7 & 8
Wards 9 & 10
Wards 11 & 12
Wards 13 & 14
Ward 15
M3
M60
6 months
Criteria improved in HZ
Island City
Western Sub.
Eastern Sub.
T
Hw
Pilot Wards
5 km
Type 1 : pressure improvement Type 2 : NRW reduction Type 3 : supply duration improvement
Duration 5 years
17
Service 3 : Pilot wards
H-W ward: • from 10 HZ to 4 HZ • 10 PRV • 330,000 inhab.
T ward: • from 2 HZ to 5 HZ • 8 PRV • 342,000 inhab. 1 km
1 km
Progress ( km)
Zoning 400 (9%)
Flow and Pressure Measuring Points Identified and to be created by MCGM
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Service 4 Leaks detection and repairs
Objective : To identify the visible and invisible leaks and reduce leakage
Scope :
• Type 1 & 2 Visible leak detection – walk along the network
• Type 3 Invisible leak detection (Helium detection)
− 5500 km of network in 1st round within 2 years
− 5500 km of network in 2nd round within 2 years
− Minimum 1 invisible leak per km of network in 1st round
− Minimum 0.4 invisible leak per km of network in 2nd round
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Achievements in pilot wards
• Type 1 & 2 Visible leak detection – walk along the network
=> Identify areas
• Identify the boundary of the detection area
• Identify all valve chambers, hydrants
• Using the pipe locators to confirm the alignment
=> Find the leaks
• Identify the visible leakages along the pipe routes during water supply hours
• Inspection of manholes and chambers, open / excavated portion of the pipe by other agencies
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Achievements in pilot wards
Ward Name
Coverage Progress
Type 1 & 2
H West 100% 211
T 99% 72
Visible leaks found till January 2015
Visible leaks found located in H West network
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Type 3 Invisible leak detection (Helium detection)
Drill hole diameter : 12 – 16 mm Depth of diameter : 300 – 750 mm depending on road strata Interval of drilling hole along the pipe alignment : 3 – 5 m
Invisible Leak Detection – Helium Technique
22
Type 3 Invisible leak detection (Helium detection)
Helium leak detection method is the most suitable method of detection in intermittent water supply conditions of Mumbai Leak detection can be carried out during ‘No Supply’ It will be started in next days after joint site visit with MCGM
23
SERVICE 5 CUSTOMERS SURVEY
(1) The Survey :
• 24 wards (East, West, Island & some outside city connections)
• 24 months activity started in August 2014
• Total 600,000 surveys (approx.) - using a Tablet
• Questionnaire Template + Methodology already approved by MCGM
(2)Data collection based on ‘field door to door (premises)’ survey of :
• MCGM connection holder
• Non MCGM connection holder (potential to be new connection)
• Findings illegal connection
(3)Mapping of all customers into a GIS layer through a unique ID
a. Questionnaire Design
b. Field Visits & Data Collection
c. Quality Control
d. Data Capturing & Coding
e. Data Analysis
f. Data Utilization
g. Documentation
h. Final Report
Methodology
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SURVEY PROGRESS
Survey Progress as of end Feb 2015
No. Ward
MCGM Connection Non MCGM connection
Total No. of CCN by premise
No. of unmetere
d CCN
No. of Inaccessibl
e CCN
No. of Illegal
Connection
No. of potential
new connection
1 HW 9408 261 1929 1644 5 13247 2 T 6435 79 247 185 10 6956 3 S 9878 69 19 0 46 10012 4 KW 2389 0 0 0 0 2389
TOTAL 28110 409 2195 1829 61 32604
GIS map with customers
25
SERVICE 6 CUSTOMERS RELATIONSHIP MANAGEMENT
After completion of this service MCGM
will have
A full-proof Citizen Charter Plan
Fully Operational Customer Contact
Center
A Fully operational 24*7 Call Center
Business Process manuals for Customer
Complaints and processes
Training Manuals for employee training
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CRM DELIVERABLES SCHEDULE
•Approved 1. Citizen Charter Plan
•Sub : 23/12/14 2. Customer Contact Center Specification
•Sub : 05/02/15 3. CRM Strategy
•Sub : 05/02/15 4. CRM Plan
•M9 5. Business Process Manuals
•M12 6. Fully Operational CCC, including :
•M12 - Implement standards for ward level
•M11 - Set up of 24x7 call Center
•M6-M12 - CRM software implementation
•M10 - Integration of CRM software
27
PROPOSAL ON CALL CENTER
Andheri call center Design
28
PROPOSAL ON CALL CENTER
SEI has experience in Operation of Call Centers
It has been discussed that call center operation be given to SEI
29
SERVICE 7 ASSET MANAGEMENT
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SERVICE 7 ASSET MANAGEMENT
SERVICE VII OBJECTIVES :
(1) To have a Fixed Asset Register (FAR) linked to the CMMS database
(2) To define and optimize an investment plan (renewal)
SCOPE OF SURVEY : 5 Main types of assets
(1) WTP
(2) Pumping stations
(3) Services Reservoirs
(4) Suction Plants and pumps
(5) Technical Buildings/Properties of MCGM
Progress
Equipments 4000 lines
Sites 9
31
SERVICE 8 WATER SOLUTIONS FOR SLUM AREAS
TO PROVIDE AN ADEQUATE WATER SUPPLY TO SLUMS AREAS
FIRST STEP: DIAGNOSIS (6 months)
(1) Diagnosis of the situation regarding access to water in slums
(2) Identification of the stakeholders
(3) General context analysis
(4) Establishing a typology of slums (5 categories), to propose adapted technical solutions for water supply and access
SECOND STEP: PILOT PROJECTS (24 months)
(1) Implementation of 10 pilot projects, 2 pilots per category of slum (benefitting a total population of 250 000 people)
(2) Evaluation of the improvement of the level of service for the slum dwellers
THIRD STEP: ROLL-OUT PHASE (27 months)
(1) Implementation of 20 additional projects benefitting a total population of 500 000 people
(2) Evaluation of the improvement of the level of service for the slum dwellers
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ACHIEVEMENTS
• Phase 1: Diagnosis of the situation – definition of a typology
− 282 surveys conducted in H/W, T, H/E, M/E, L and P/N,
− Interactions with and mapping of all relevant stakeholders
− Identification and definition of 5 types of slums,
− Diagnosis draft report including : general context analysis, detailed analysis of the surveys, GIS mapping, typology,
− Identification of priority areas to launch projects
Type 1 Type 2 Type 3 Type 4 Type 5
Notified slums Non-notified
slums Hilly areas
Costal Regulation Zone
Hutment and Pavement dwellers
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TYPOLOGY – CLUSTERS PRESELECTION
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TYPOLOGY – CLUSTERS PRESELECTION
34
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TYPOLOGY – CLUSTERS PRESELECTION
•Phase 1: Clusters pre-selection
− 24 slums preselected grouped in 6 clusters
− 1 study all over Mumbai for “Type 5” (to identify relevant locations to install water kiosks)
− Total population: 105 542 slum dwellers + estimation of
30 000 pavement dwellers all over Mumbai
− 3 more clusters to be selected in K/E, K/W, S Wards (being studied under the WDIP
project)
• Slums surveys & Customer surveys are ongoing in these wards
• Need time to analyze the data.
Pilots
Type 1: Notified Slums
Type 2: Non-Notified Slums
Type 3: Hilly Slums
Type 4: CRZ Slums
Type 5: Hutments and pavement dwellers
No of Slums
Pop No of Slums
Pop No of Slums
Pop No of Slums
Pop No of Slums Pop
Cluster 1
3 18 579 4 9 715 9 14 379 2 29 510
1 232
Cluster 2
To be selected To be selected To be selected 5 33 359
Study all over
Mumbai
Estim. 30 000
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SERVICE 9 QUALITY ASSURANCE - HIGHLIGHTS
• Certification of Quality Management System as per ISO 9001:2015 (ISO 9001:2008 in contract).
• Major Changes in ISO 9001 requirements…
− Risk based Quality Management System.
− Management is accountable for effectiveness of the Quality Management System.
Awareness
Streamline
Implement & Control
Improve
Educate employees on QMS & Risks.
Implement the control measures and procedures. Maintain records of Compliance
Apply and achieve for ISO 9001:2015 certification. Improve the effectiveness of Quality Management System
Set Policy, objectives, procedures and other control measures to mitigate the selected major risks.
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SERVICE 9 : PROGRESS
Water Quality
SCADA GIS CIS
current organization study
Completed January 2015
Completed January 2015
Yet to start In process
Report on current functioning
Submitted Submitted Yet to start Yet to start
Initial awareness on ISO 9001:2015
Conducted for selected staffs
Initiation of Risk identification
underway underway Yet to start Yet to start
Preparing process flow and objectives.
By July 2015 By July 2015 By Sept. 2015 By Sept. 2015
Implementation. Up to May 2016
Internal audit. May 2016 May 2016 June 2016 2016
Management review.
July 2016
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SERVICE 10 : SCOPE & ACHIEVEMENT
1. TRAINING PROGRAM DEVELOPMENT
2. TRAINING PROGRAM IMPLEMENTATION – 4 years : from Sept. 2015
3. ORIENTATION TRAINING PROGRAM – 4 years
Engineers - Cat. I 600 per y 2,5 d/y 1500 mandays/y 6000 mandays
Technicians - Cat. II 1000 per y 1,5 d/y 1500 mandays/y 6000 mandays
Labour - Cat. III 1000 per y 1 d/y 1000 mandays/y 4000 mandays
Business Process Level Evaluation : done
Action Plan & Training Calendar : in progress
Trainers 30 per y 25 d/y 750 mandays/y 3000 mandays
Selected MCGM Trainees 5 per y 60 d/y 300 mandays/y 1200 mandays
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BUSINESS PROCESS LEVEL EVALUATION
Global maturity : 2.01
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PENDING ISSUES TO BE JOINTLY RESOLVED
•Flow and pressure measurement points •Acceleration of demonstration of results in pilot areas (pilots in pilots) •Approval of reports/surveys •Approval of slums typology and selection of 10 pilot clusters •Decision regarding delivery mechanism and operation of call center •Regular steering committee meetings to be planned
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THANK YOU FOR YOUR ATTENTION