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Design and Implementation of a Water Kiosk System for 3 Water Services Providers

The Step-by-Step Planning and Implementation of a Kiosk System Using

ACTIVITY CARDS

Table of Contents

1 Activity CARDS: Introduction................................................................................3

2 How to use Activity CARDS..................................................................................3

3 The Water Services Trust Fund............................................................................3

4 Gradual Development of an Information System on Low Income Areas..............3

CARD 1: Appointment of a Customer Services Assistant (Activity 1)................................4

CARD 2: Preliminary Meeting with the Community Representatives and other Stakeholders (Activity 2)....................................................................................................5

CARD 3: Formation of the TaskTeam (Activity 3).............................................................6

CARD 4 (A): Data Collection (Activity 4)...........................................................................7

CARD 4 (B): Data Collection (Cont.) (Activity 4)...............................................................8

CARD 4 (C): Data Collection and the Water Services Trust Fund (WSTF) (Activity 4).....9

CARD 4 (D): Importance of Needs Assessment (Activity 4)............................................10

CARD 4 (E): Importance of Needs Assessment (Activity 4)............................................11

CARD 5: Internal Activities of the TaskTeam (Activity 5).................................................12

CARD 6 (A): Two (2) series of Public Meetings at Kiosk Catchment Zone Level (Act. 6)13

CARD 6 (B): 1st Series of Public Meetings at Kiosk Catchment Zone Level (Act. 6).......14

CARD 6 (C): Kiosk Catchment Areas or Zones (Activity 6).............................................15

CARD 6 (D): Criteria for the Selection of Sites for Kiosks (Activity 6).............................16

CARD 6 (E): 2nd Series of Public Meetings at Kiosk Catchment Zone level (Activity 6). .17

CARD 7: Preparation of the Sensitisation Programme (Activity 7)..................................18

CARD 8 (A): Planning and Implementation of Technical Works (Activity 8)....................19

CARD 8 (B): Planning and Implementation of Technical Works (Activity 8)....................20

CARD 8 (C): Coordination of Technical Works and Sensitisation Activities (Act. 8).......21

CARD 9 (A): Implementation of the Sensitisation Campaign / Messages (Act. 9)..........22

CARD 9 (B): Implementation of the Sensitisation Campaign / Health and Hygiene (Activity 9)........................................................................................................................23

Toolkit for Low Income Water Supply Project Implementation Activity Cards

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CARD 9 (C): Implementation of the Sensitisation Campaign / Health and Hygiene (Activity 9)........................................................................................................................24

CARD 9 (D): Implementation of the Sensitisation Programme / Health and Hygiene (Activity 9)........................................................................................................................25

CARD 9 (E): Implementation of the Sensitisation Campaign / Organisation (Activity 9). 26

CARD 9 (F1): Implementation of the Sensitisation Campaign / Organisation (Act. 9).....27

CARD 9 (F2): Implementation of the Sensitisation Campaign / Organisation (Activity 9)28

CARD 9 (F3): Implementation of the Sensitisation Campaign / Organisation (Activity 9)29



CARD 9 (G): Sensitisation Programme / Special Measures and Activities (Activity 9)....32

CARD 10 (A): Preparing the Commissioning of the Kiosk System (Activity 10)..............33

CARD 10 (B): Preparing the Commissioning of the Kiosk System (Activity 10)..............34

CARD 10 (C): Preparing the Commissioning of the Kiosk System (Activity 10)..............35

CARD 11: Commissioning and Inauguration of the Kiosks (Activity 11)..........................36

CARD 12: Preparing the Implementation of the Kiosk System (Activity 12)....................37

CARD 13: Day-to-Day Management of Vendors and Kiosks (Activity 13).......................38

CARD 14: Evaluation of the Kiosk Scheme (Activity 14).................................................38

CARD 15 (A): Preparing a Budget (Activity 15)...............................................................39

CARD 15 (B): Preparing a Budget (Activity 15)...............................................................40

CARD 15 (C): Preparing a Budget (Activity 15)...............................................................41

CARD 15 (D): Preparing a Budget (Activity 15)...............................................................42

CARD 16: Kiosk Implementation Card and Checklist.....................................................43

List of Abbreviations........................................................................................................44


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1 Activity CARDS: Introduction Activity CARDS are easy-to-use Tools which guide a Service Provider or other project implementing agencies through all the steps/phases of a low income water supply project.

Kiosk projects are relatively complex undertakings and are comprised of a large number of activities such as planning, sensitisation and construction work. These activities have to be well co-ordinated and timed.

2 How to use Activity CARDSIf activities are planned according to the sequence of Activity CARDS, the project implementers will be able to plan and implement a kiosk project successfully.

Users are advised to adapt the Activity CARDS to their own needs and according to their own views and requirements.

All Activity CARDS are prepared in Microsoft Word and can be printed.

The Appendix to this Tool presents an overview (in the form of a Microsoft Excel sheet) of all the Activity CARDS and the activities they describe.

3 The Water Services Trust FundThis Tool is designed on the basis of the assumption that a Service Provider intends to carry out a low income water supply project without outside assistance. This implies that a number of Activities precede the collection of data on the low income urban areas concerned.

If a Service Provider intends to apply for financial assistance from the Water Services Trust Fund (WSTF), data collection is likely to be the first activity as the WSTF proposals has to contain detailed data on the areas concerned.

4 Gradual Development of an Information System on Low Income Areas The data collection exercise should enable the WSP to prepare a realistic project proposal and should allow the WSTF to compare and evaluate project proposals.

The data collected will also become part of a database/information system the WSTF intends to develop and which eventually will contain data on all the low income urban areas in Kenya.


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CARD 1: Appointment of a Customer Services Assistant (Activity 1)

Description The Customer Services Assistant (CSA) (or Kiosk Supervisor) should be an experienced field worker who likes working with and for people. The CSA should have some basic technical knowledge which is required as he or she will be responsible for small maintenance and repair works and should be able to analyse and communicate main technical problems.

The CSA is an existing staff member of the Service Provider. The kiosks supervision tasks are added to the responsibilities he or she already has. In most cases one of the Meter Readers or Plumbers can perform all duties of a CSA.

Remark The CSA should report to the Low income Unit/Community Relation Section/or Public Relations Manager of the Service Provider.

Responsibilities Module 4, of the Toolkit specifies the responsibilities of the CSA.

Training The CSA receives a “training-on-the job” and takes part in the training of Water Vendors.

Participation The CSA takes part in all kiosk system implementation activities

Output The Service Provider has one or more CSA who are responsible for the kiosks in the project area(s).


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CARD 2: Preliminary Project Planning Meeting with the Community Representatives and other Stakeholders (Activity 2)

Preparation Before the meeting is organised, the Service Provider has to inform the Municipality on the objectives and implications of the kiosk system.

It is up to the Municipality to decide who will represent it during the various phases of the implementation programme. In most cases, the Municipality will delegate the Community Development Officer, as he or she is familiar with the situation in the low income areas.

Venue The Service Provider should select an appropriate venue, if possible within the low income area or at the head office.

Participants The meeting is organised and attended by some of the main stakeholders in the kiosk system: the representatives of the community, the Municipality and the Service Provider. The preliminary meeting should be attended by the following staff members of the Service Provider:

The Commercial and Public Relations Manager or the Community Relations Officer(s).

The Meter Readers and the (newly appointed) CSA.

Objectives The main objectives of the preliminary meeting are the following:

Explain and present the objectives and findings of the data collection exercise.

Discuss the community participation concept. Describe the social, commercial, financial, technical and public health

objectives of the new water supply scheme. Explain the number of kiosks required to meet the above-mentioned

objectives. Explain the kiosk localisation procedure (how the community can participate

in the selection of proper kiosk sites). Discuss the technical and financial constraints related to kiosk localisation

(for instance, a kiosk cannot be constructed in rocky areas or in areas far away from the main supply network). The kiosk system also needs to achieve the commercial and financial targets of the Service Provider.

Explain the need to meter all existing connections and to disconnect (or regularise) all illegal connections within the area and in the surrounding areas.

Emphasise the need to avoid conflicts within the community as a result of kiosk localisation being the result of intrigues or personal interests of a few residents (local party leaders, syndicates, etc.).

Explain the importance of keeping the water supply scheme and community participation non-political. Political tensions and conflicts often result in the failure of water and sanitation schemes and programmes.

Discuss the next step of the step-by-step implementation programme. Discuss the formation of a small Taskteam.


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CARD 3: Formation of the TaskTeam (Activity 3)

Formation Meeting During the Preliminary Meeting, the establishment of the TaskTeam has been discussed (see CARD 2).

The Team of the Service Provider involved in the kiosk project should organise a short meeting, preferably in the kiosk project area, or at the office of the Service Provider, to formally establish the TaskTeam and to discuss the subsequent Activities. This can be done on the Basis of printed Activity CARDS.

Composition of the TaskTeam

The TaskTeam should consist of members representing the various stakeholders. The TaskTeam should consist of at least 6 persons and be composed of:

(At least) 2 staff members of the WSP preferably one technical staff member and one staff member with experience in public relations or community works.

2 staff members of the Municipality (one of them being the Community Development Officer, the other TaskTeam member could be the Municipal Planner or the Surveyor).

(At least) 2 representatives of the community (Preferably elected office bearers or elders who are respected). The companies should also consider the participation of the Chiefs and of community-based organisations.

The WSP may decide not to include area Councillors in its TaskTeams if the feeling exists that this may result in political interference and tensions. It will be important, however, to keep Councillors informed on plans and progress made.

A member of the local Public Health Department (preferably an environmental health expert) and/or members of the Community health Committee (CHC) or the CHEW (Community health Extension Worker).

The Community Development Expert of the Water Services Board can be asked to participate in specific community-related activities.

Although it is preferable to create one TaskTeam for each project area, the staff members of the WSP and of the Municipality can be members of several TaskTeams. In additional to the above-mentioned community members, the companies should also consider making use of other community entry points such as the churches. In areas with high levels of vandalism, it is advisable to ask a Police

Officer of a local police station to become a member of the TaskTeam.

Management of the TaskTeam

The TaskTeam is managed by a senior staff member of the Service Provider. The manager of the TaskTeam reports to the Managing Director of the Service Provider.

The TaskTeam consists of representatives of various stakeholders. Although a representative of the Service Provider manages the TaskTeam, the other members of the TaskTeam remain independent and do not have the obligation to report to the Service Provider.

What binds the members of the TaskTeam is their objective to improve water supply in the low income areas.


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CARD 4 (A): Data Collection (Activity 4)

Objectives

The main objectives of the data collection exercise are:

To establish a detailed database on each town section in the service area of the Service Provider.

To assess the willingness and ability of low income residents to pay for treated kiosk water.

To assess the need for the improvement of water supply in the area (needs assessment, see CARD 4 (D)).

To asses the future demand for treated water (total demand and daily per capita demand).

To calculate the number of kiosks required (from a commercial, social and public health point of view). This number will be based upon population data, population growth scenarios and the (expected) use of alternative sources of water (open wells, hand pumps, open yard wells, illegal connections, etc.

To identify the catchment zones for each of the kiosks. The kiosk catchment zones should be identified on the basis of population data, alternative sources of water, population growth patterns (densification of habitation and/or extension of the area).

To assess the acceptability of the kiosk system.

To assess the need for additional technical measures, such as the disconnection of illegal house connections, the metering of clients who pay a flat rate, etc.

To assess the need for a health and hygiene education programme.

To design an adapted community participation approach.

To have baseline data that can be used at a later stage to evaluate the impact of the interventions made by the Service Provider.

Responsible The TaskTeam is responsible for the collection of data.

Tools (Methods and Techniques)

Tools presented in Module 2 of the Toolkit for Low income Water Supply can be used to collect the various types of data.

The Kiosk Planning Tool presented in Module 2, Section 6 can be used to calculate the required number of kiosks.

The Database Tools presented in Module 2, Section 5 can be used to store the data which has been collected.

Meetings and Participation

The TaskTeam should organise one or more meetings with residents to collect the data.


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CARD 4 (B): Data Collection (Cont.) (Activity 4)

Types of data to be collected

The following types of data will have to be collected:

Data concerning the legal status of the area. Data concerning current water supply situation (access to treated water, the use of

unprotected sources, payment methods, etc.) and current water consumption levels. The need for a water supply intervention. Is improving water supply a priority of residents? Is

the planned scheme demand-driven? Demographic data (population size) and (past and expected) patterns of population growth

and patterns of migration. Spatial developments (area extension and population densification processes, overspill

areas, etc.) and land ownership. Data on the current sanitation situation (do, for example, pit latrines pollute open wells used

for drinking purposes). Current public health situation. Expected impact of a water supply and/or sanitation programme. Sensitisation and education requirements. Existing constraints (flat rates, un-metered and illegal connections). The Service Provider

should carry out a detailed inventory of all the existing connections, legal and illegal. Assessment of required technical works. Other water supply projects and initiatives developed and implemented by local CBOs and

other stakeholders. Required measures , programmes and inputs to improve water supply. Existing (relevant) community-based organisations. Expressed needs and the willingness and ability to pay for an improved service and a better

product (treated water). Identification of groups that (could) represent the community and existing forms of

community participation.

Output One of the main outcomes of the data collection exercise, is the number of kiosks required to meet the social and public health needs of the population and the financial/commercial and technical objectives of the Service Provider.

Data Report The data collected should be presented in a short Data Report. This report has to be distributed among all TaskTeam members and to the management of the Service Provider.


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CARD 4 (C): Data Collection and the Water Services Trust Fund (WSTF) (Activity 4)

Note Water Service Providers that intend to access funds from the Water Services Trust Fund (WSTF) may have to collect data in order to prepare a good proposal for the WSTF.

If detailed data has been collected for the WSTF proposal, the data collection exercise, being a TaskTeam activity, can be limited to the collection of some additional data.


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CARD 4 (D): Importance of Needs Assessment (Activity 4)

A) The Impact of Kiosks upon Customer Behaviour and Water Consumption Patterns

In order to be able to plan a successful kiosk project, it is important to be able to assess the future demand for treated kiosk water.

Demand for kiosk water can range between 2 litres per person per day (in parts of Solwezi, Zambia) and 25 litres per persons per day (in parts of Athi River).

Kiosk consumption levels are mainly determined by the following factors:

o Distance between dwellings and the nearest kiosks.

o The time one has to wait at the kiosk.

o Access to alternative sources of water.

o The tariff.

o The business hours of the kiosks.

Numerous studies show that distance and access to alternative sources are the most important factors having an impact upon kiosk consumption.

Experience shows that residents do not tend to abandon alternative sources of cheap or free water (yard wells, hand pumps, dambo wells and springs, illegal connections, etc.)

In areas where kiosk consumption levels are low, many residents have access to cheap and nearby sources of water such as yard wells.

Residents fetch the water they need for drinking and preparing meals at the kiosk, but the water they use for other purposes (such as bathing, washing, cleaning, construction works, gardening and giving water to domestic animals) from nearby yard wells, hand pumps, etc.

B) Impact of Low Vendor Incomes: Unmotivated Vendors and Low Collection Efficiencies

Water at the kiosk is sold to the customers by a Water Vendor on behalf of the Service Provider. In most cases, the Vendor has to pay the water bill (based upon the meter readings) and the Vendor receives a commission (being a percentage of the value of metered consumption).

Experience shows that, if Vendors only manage to have very low incomes (even if they keep their kiosks open all day) most of them lose their motivation.

Un-motivated Vendors tend to keep kiosks closed and are less willing to pay their Water Bill.

Poor motivation among Vendors often results in :

o Low collection efficiencies.

o Low customer satisfaction levels resulting from poor service levels (poor access to kiosk water due to closed kiosks, etc.).

o The need to replace unmotivated Vendors by new ones.

o Neglect of the infrastructure by Vendors.


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CARD 4 (E): Importance of Needs Assessment (Activity 4)

C) Response of the Service Provider

If the collection efficiency of a kiosk system is low, many Service Providers tend to lose interest. The kiosk system is regarded as being a loss-maker. The presence in the low income areas, of the Service Provider gradually reduces.

Less human and financial resources are assigned to the kiosks. This results in the infrastructure not being maintained and repaired by the Service Provider.

The outcome is often an increase in the number of leakages, act of vandalism and illegal connections.

Because the Service Provider considers low income water supply to be a burden, it is less and less present in the area and customer satisfaction levels drop even further.

Due to a lack of Service Provider’s presence and interest, the Vendors feel they do not have to deposit the money they collect from their customers. It is important to note that customers usually continue paying the tariff they are being asked to pay.

Some Vendors may even decide to introduce an informal tariff.

D) What are the Causes: Main Weaknesses of Kiosk Systems

The problems described in the previous sections are caused by the following factors:

The Service Provider is a centralised organisation; it has no presence in low income areas.

The number of kiosks is too high (in most cases because during the planning process, more emphasis was put on the social and public health objectives, whereas the financial and commercial objectives of the Service Provider and of the Vendor were neglected.

E) Solutions: Proper Planning, Presence, and Monitoring of Vendors

The planning of the number of kiosks should be based upon all the objectives of low income water supply: social (making treated water accessible), public health, technical, financial, commercial and environmental objectives.

The number of kiosks should, therefore be based upon the estimated demand for kiosk water. In Monze (Zambia) where customers consume between 3 and 6 litres per resident per day, one kiosk with 3 taps can serve up to 2,500 persons (provided the pressure is good and provided customers do not all want to fetch water during the same period of the day). In Naivasha, where daily per capita consumption levels range between 12 and 21 litres, one kiosk serves between 1,000 and 1,400 persons.

The quantities sold, the commission and the tariff should allow the vendor to realise an acceptable income from the sale of water.

Vendors who serve few customers should be allowed to adapt, together with their customers and the Service Provider, the business hours of the kiosk (adapting to demand).

Kiosk design should offer the vendor the opportunity to sell other goods at the kiosk. The Service Provider should be present in the low income areas. The CSA monitors the

Vendors, records and responds to customer complaints, carries out small maintenance and repair works, identifies leakages, damage and illegal connections.

Tools


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Module 3 of the Toolkit contains the necessary tools to assess future water demand.

CARD 5: Internal Activities of the TaskTeam (Activity 5)

TaskTeam Activities

During the early stages of the implementation process, the TaskTeam will have to establish good communication links with the residents of the area and with the area-based organisations.

The TaskTeam will have to tackle the following issues: Identifying a number of progress/success indicators that will allow for a close monitoring and

evaluation of the programme. Developing an adapted and feasible community participation concept, which takes the local

context into account (are there CBOs in the area, are there serious political or other tensions within the area, does the community take part in communal activity, are levels of vandalism high? etc.).

Designing, on the basis of the community participation approach, a strategy for finding appropriate sites for the kiosks.

Designing a procedure that can be used to identify and select Vendors. Calculating, on the basis of the collected data, the number of kiosk required . Establishing, on the basis of the number of required kiosks, the kiosk catchment zones. Assessing the need for a health and hygiene education programme. Assessing the need for additional technical and administrative measures (such as the

disconnection of illegal house connections, the metering of clients paying a flat rate, etc.). Discussing possible measures and activities aimed at preventing vandalism and increasing

social control. Discussing the various kiosk payment systems (how do clients pay for their water and how is

the Water Vendor to be remunerated?). Designing a sensitisation campaign and discussing the step-by-step implementation

programme (the Activity CARDS). Organise the next activity: the public meetings.

Meeting(s) In order to carry out these activities, the TaskTeam will have to organise one or 2 TaskTeam Planning meetings, preferably in the low income area(s) concerned.

The agenda of this meeting/these meetings can be prepared on the basis of the above-mentioned list of issues to be tackled.

Tools Decisions regarding the above-mentioned issues should be made on the basis of the collected data, the objectives of the various stakeholders and the views of the members of the TaskTeam.

Module 2 of the Toolkit contains the necessary Tools to develop the various concepts (community participation, health and hygiene sensitisation, etc.).

Outputs Good relations with the low income community and a community participation concept.

A detailed implementation programme (adapted Activity CARDS). A list of feasible progress/success indicators. A list of the required number of kiosks and a sketch of the kiosk

catchment zones.


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A kiosk localisation procedure.


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CARD 6 (A): Two (2) series of Public Meetings at Kiosk Catchment Zone Level (Act. 6)

Number of Meetings

The TaskTeam should organise at least 2 public meetings in each “kiosk catchment zone”.

The kiosk catchment zone is discussed in Activity CARD 6 (C).

Participants The public meetings should be attended by the following stakeholders:

The population of the kiosk catchment zone.

The members of the TaskTeam.

Technical staff of the Service Provider, able to comment upon the proposed kiosk sites.

Organisation The TaskTeam should make sure that the meeting (time, venue, main objective) is known to the population of the kiosk catchment zone.

Women and teenage children (as they often fetch water) should be motivated to attend the meeting.

The meetings should be well prepared and the members of the TaskTeam should give short presentations on the topics mentioned on CARD 6 (B).

Participation Although the TaskTeam will need time to explain the various issues, the objective of the meeting is to discuss the proposed project with the residents.

If there is a large crowd, it will be impossible to give everybody the opportunity to speak. What is important is that all participants have the feeling that their concerns have been adequately addressed.

After each presentation by a member of the TaskTeam, the participants should be given the opportunity to ask questions and make comments.

Success Indicators

A good attendance and an active participation are success indicators.

Tools Module 3, Section 4 contains a poster (A4 size) which can be adapted and used to announce the first public meeting and the second public meeting.

Entertainment In order to enliven the meeting, a local drumming or drama group could give a few short performances. Is drumming a good method to draw residents to the meeting?


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CARD 6 (B): 1st Series of Public Meetings (Baraza) at Kiosk Catchment Zone Level (Act. 6)

Objective The first series of public meetings serves to inform the population about the planned intervention.

Main Messages and Topics for Discussion

The messages that have to be communicated and discussed during these meetings are the following:

Introduction of the Water Service provider (WSP) and of the project. The presentation of the TaskTeam. The objectives of the various stakeholders with regard to water supply, sanitation and

public health. The social, commercial, technical and public health objectives of the Service Provider. The number of kiosks required to meet the above-mentioned objectives. The proposed community participation concept. The kiosk localisation procedure (how the community can participate in the selection of

proper kiosk sites) and the criteria that should be used to identify proper sites. Criteria such as risk of vandalism, accessibility, likely hood of erosion and flooding, social control, etc. Special attention has to be given to current land use patterns or land ownership claims with regard to the proposed sites. During the meeting, the residents present may propose a particular site, but the TaskTeam will have to verify (on the spot) whether or not this site is already used or owned by individuals, institutions or organisations.

The Municipality has to indicate if the land can be used for the construction of public utilities.

The technical and financial constraints related to kiosk localisation (for example, a kiosk cannot be constructed in for instance rocky areas or in areas far removed from the main supply network).

The need, if the intervention is to be a success, to avoid conflicts within the community as a result of kiosk localisation. These conflicts can be the result of intrigues or of the personal interests of a few residents (elders, local party leaders, etc.).

Emphasising the need to keep the water supply scheme and community participation non-political. Political tensions and conflicts often result in the failure of projects.

Discussing, on the basis of the results of the data collection exercise, the need to design and implement a health and hygiene education/sensitisation programme (in this context it will be important to emphasise the importance of kiosk cleanliness and hygiene).

Discussing the next steps in the step-by-step implementation programme. This can be done on the basis of the Activity CARDS.

Task

The residents are asked to reflect on and discuss among each other a number of potential sites for their kiosk. These sites will be discussed during the second meeting.

Outputs A provisional list of proposed sites for the kiosks and a sketch of the area, digital pictures

and GPS readings of the proposed sites.


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A list of residents’ feedback received during the first series of meetings.

CARD 6C: First Baraza(s): Introduction of the Project (Example)

Oloolaiser Water and Sewerage Company

Description Public meeting(s) (Baraza) held in the project area

Objective Introduce the WSP and the project to the residents Identifying appropriate sites for the kiosks How the water kiosks will be managed, supervised and operated Explaining the advantages of consuming safe water

Target group(s) / Participant

Residents of the project area Special emphasis will be given on ensuring the participation of women

Measures should be put in place to allow the elderly and handicapped to attend Initiator and organisers

Chief/WSP/TaskTeam Council Public Health Officer (PHO) and teachers Local NGO or CBO

Contributors Chief and local leadership (members of TaskTeam) assist in community mobilisation Drama/drumming group (to mobilise the residents and to play a sketch on the

importance of consuming safe water)Specific activities Preparation of the meeting(s)

Presentations by WSP staff Presentation by the PHO Presentation by the Council Question and answer sessions Drumming and a sketch/skit performed by the drama group Onsite water quality tests (flocculation test) of existing sources of unsafe water

Message(s) Introduce the WSP Objectives of the kiosk project Community participation concept of the

project Kiosk site identification procedure Criteria that will be used to identify

appropriate sites for water kiosks How kiosks will be managed and

operated Metering of domestic customers

The project will bring safe water to residents

Importance of consuming safe water (maji safi alya bora)

Proper water transport, water storage and use

Importance of a user-friendly and clean water kiosk

Planned construction activities Importance of a user-friendly kiosks

Methodology and media

Public announcement Drama group

Methodology Presentations Giving participants the opportunity to ask questions

Required materials

Megaphone Drums Water testing kit

Flipchart stand A1 size paper, markers

Water meter

Duration 1.5 – 2 hoursNumber One baraza per area or one baraza per kiosk catchment area (depending on such

factors as area population, distance, number of kiosks, etc.)Costs Hiring of drama group

Water testing kit Transport costs

Megaphone (if the WSP does not own one) Flipchart stand


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CARD 6 (C): Kiosk Catchment Areas or Zones (Activity 6)

Remarks Concerning Kiosk Catchment Areas/Zones and Kiosk Localisation

The TaskTeam will have to subdivide the project area into kiosk catchment areas or zones (one zone for each kiosk). The kiosk catchment zones, despite the fact that the exact locations of the kiosks are not known, should cover potential kiosk catchment/service areas.

Preparation On the basis of the data collection exercise, it will be possible to estimate the future demand for kiosk water (on a litres per person per day basis).

An analysis of current consumption practices and the availability of alternative sources (including existing domestic connections) should guide the assessment of the percentage of the population that will use the kiosks.

The estimation of future daily per capita consumption figures will allow for the assessment of the number of residents per kiosks.

Population data will be used to calculate the required number of kiosks.

This calculation should also take population growth and the current and future extension of the area into account (Is the project designed for now, the year 2015, the year 2020?)

Other factors, such as distance (between dwellings and kiosks), and population density, should also be given consideration.

Technical and financial factors such as the total quantity of water available, expected water pressure, lay out of roads and housing and the project budget are equally important.

Defining Kiosk Catchment Areas

When the total number of kiosks has been established, the TaskTeam should identify, on the basis of area walks, sketches, aerial photographs, maps, the kiosk catchment zones.

Kiosk catchment areas are non-binding in the sense that they only serve a purpose during the planning and implementation process. The catchment areas are used to organise meetings. To identify appropriate sites for the kiosk. Residents are free to fetch water at any kiosk.

Tool Module 3, Section 6 (Kiosk Planning Tool).

Output A detailed sketch of the area showing the various kiosk catchment areas.


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CARD 6 (D): Criteria for the Selection of Sites for Kiosks (Activity 6)

Site Selection Criteria

During the identification of appropriate sites for the kiosks, the following criteria should be taken into account:

The views preferences of the residents of the kiosk catchment area.

Accessibility and distance (between dwellings and kiosks).

Other socio-economic constraints such as distance to graveyards, bars, markets, main roads (a kiosk should not be transformed into a car wash facility), etc.

Legal constraints such as land use and land claims. Establishing land rights and claims requires the involvement of the Municipality.

The sites of the kiosks in the other catchment areas.

Technical constraints such as soil condition, the layout of roads, and distance to the main distribution network.

Environmental constraints (is the area prone to flooding, erosion, etc.).

Financial constraints (every budget has its limits) and maximum per capita investment costs (investment per resident of the kiosk catchment area).

Presentation of Constraints

During the public meetings, the residents should be informed on these various constraints.

The TaskTeam should prepare a sheet (A1) and use flipchart stands to present the constraints.

The TaskTeam should provide experience from other towns where the neglect of a particular constraint had a negative impact upon the kiosk project.

Tools Module 5 of the Toolkit , addresses a number of legal constraints that may arise during the identification and selection of appropriate sites for the kiosks.


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CARD 6 (E): 2nd Series of Public Meetings at Kiosk Catchment Zone level (Activity 6)

Objective The second series of public meetings (one meeting per kiosk catchment zone) has to be organised one or two weeks after the first meeting. The main objective of these meetings is to determine, together with the residents, the exact sites of the kiosks.

The assumption is that after the first meeting, residents will have developed ideas on the appropriate site for what is to become their kiosk.

Main Messages and Topics for Discussion

Discussions with the participants should focus upon the advantages and disadvantages of the proposed sites.

During the meeting, preferably 2 sites should be selected for the kiosk, a preferred site and an alternative site (in case the preferred site can not be chosen due to technical, financial, legal or other constraints).

After the meeting, the TaskTeam and the other participants in the meetings will visit the sites. The particularities of the sites will be mentioned in a short Site Selection Report which contains a sketch map, a digital picture of the site a short description and if possible GPS readings.

Decision Making

The Service Provider, in consultation with the Contractor and/or the Consultant, will have to make a final decision with regard to the kiosk sites.

If the site selected by the Service Provider is located at a distance of more than 20 metres or so of the site selected during the public meetings, the Service Provider should inform the other stakeholders and if necessary organise another public meeting.

Remark Political interference should not be ruled out and experience shows that the second meeting, if not properly organised, can be thrown into shade by political discussions and conflicts that have little to do with the main objective of community participation: assuring that all residents have easy access to treated water.

Other Issues Experience shows that residents, after having attended the first meeting, have discussed the topics presented at home with their families or within their neighbourhood.

The TaskTeam should give the participants in the meeting the opportunity to ask questions concerning the other topics discussed during the first meeting and any other related issues.

These questions should be recorded and taken into account during the sensitisation programme.

Outputs A (short) Site Selection Report.

A list of other questions and issues which were raised by participants during the second series of public meetings.


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CARD 7: Preparation of the Sensitisation Programme (Activity 7)

Objective On the basis of the work carried out by the TaskTeam (Activities 4 and 5) and on the basis of the 2 public meetings in each kiosk catchment zone (Activity 6), the TaskTeam will:

1. finalise the different elements of the sensitisation programme and

2. adapt the step-by-step implementation programme (Activity CARDS) to local conditions and to the technical works programme (the construction of the kiosks, the extension of the distribution network, etc.).

Meeting In order to carry out this activity successfully, the TaskTeam will need to organise an internal meeting, preferably in the low income areas concerned or at the office of the Service Provider.

Reminder The TaskTeam should prepare or adapt:

A list of all activities that will have to be carried out.

A budget for the remaining activities.

A list of items required (posters, megaphone, etc.).

Remark The “unit of sensitisation” should be the kiosk catchment zone. In other words, all sensitisation activities should be carried out at the zone level.

If possible, however, 2 or more zones can be combined. This will reduce costs and time requirements.

Output An adapted step-by-step implementation programme (adapted Activity CARDS).


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CARD 8 (A): Planning and Implementation of Technical Works (Activity 8)

Planning of Technical Works

On the basis of the findings of the data collection exercise and the results of the identification of sites for the kiosks, the technical works can be planned and implemented.

The TaskTeam should consult the Contractor and/or the Consultant on the planning of the technical works and the progress made and subsequently should adapt its programme and activities to the technical program.

If the TaskTeam, or the Service Provider, is responsible for construction supervision, the technical staff of the Service Provider should prepare a detailed Programme of Technical Works. This programme should include a construction schedule. This schedule will allow the TaskTeam to schedule and plan its sensitisation programme.

Construction Supervision

During the construction works, the TaskTeam should visit the area regularly to inform the population on the progress made and on the planned works and other activities. Informing the population can be done during informal discussions with residents and if necessary during organised public meetings or announcements with the megaphone (Public Address system).

If the TaskTeam, or the Service Provider, is responsible for construction supervision, regular visits should be made to the construction sites, especially when crucial works are taking place (mixing of large quantities of cement, when reinforced concrete structures are made (such as the roof), etc.).

Technical problems should be recorded carefully in Progress Reports and the Contractor should be informed if changes are required.

Experience shows that many Contractors face problems to follow the technical drawings. There are known cases of kiosks within one low income area, having different dimensions. The TaskTeam should see to it that the technical works are of the highest quality.

Tools The technical drawings presented in Module 6 of the Toolkit, contain a number of innovations which were designed to make the kiosk user-friendly (for customers and water Vendors), drawings therefore should be followed carefully.

In order to facilitate the technical works, the technical staff of the Service Provider, the Construction Supervisor and if necessary the Contractor should be given copies of the documents (which include a number of important pictures) presented in Module 6.

Working with a Local Team

In order to assure that residents develop a kind of psychological ownership, it is important to involve local craftsmen and general (unskilled) workers during the construction phase. Experience shows that levels of vandalism are considerably lower if works were carried out by local persons.

If the kiosks water supply project is carried out with a team of local skilled craftsmen, recruited in the project area, the TaskTeam, the technical staff of the Service Provider or the Contractor, should assure that only


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experienced and reliable craftsmen are recruited for specialised works.

CARD 8 (B): Planning and Implementation of Technical Works (Activity 8)

WSTF Projects If the low income water supply scheme is a WSTF project, the TaskTeam should inform the WSTF on a regular basis on the progress made.

The WSTF procedures regarding quality control and (technical and financial) reporting should be followed carefully.

It is important to note that the WSTF Team has both; technical and socio-economic expertise. This means that during construction activities, advice can be sought from the WSTF.

During the visits of the WSTF teams or WSTF representatives, it is important that the focus is on the technical problems faced. There is no need to paint a rosy picture, if the TaskTeam and/or the Service Provider are faced with serious problems. The WSTF is there to provide advice.

Illegal and Un-Metered Connections in the Area

The technical programme does not only consist of the construction of the new kiosks and the extension of the water supply network.

Important : A kiosk system can only be successful if illegal connections or existing public stand posts in the area are disconnected and if existing house connection are metered and if their users pay according to the meter readings.

The kiosks should not be commissioned before all connections within the area and in the surrounding (residential) areas are legal, metered and their owners charged according to the meter readings.

Limited Human Resources: Town after Town, Area after Area?

Financial resources and logistical means are usually limited. This means that the team required for the successful implementation of the sensitisation programme and the implementation of the kiosk system, may face difficulties if the Service Provider intends to introduce the kiosk system in several towns at the same time, or in all low income areas of a large town at the same time. In Chipata (Zambia), the kiosk system was introduced (1994) on a area after area basis. Another argument in favour of the approach adopted in Chipata, is that construction work usually follows the same rhythm.

Commissioning: The Day

Many of the preparatory activities reach their climax on the day when the kiosks are commissioned, when the kiosks are opened to the public. The Chipata case shows, that the careful planning of this day can be crucial to the acceptability and success of the system.

The commissioning of the kiosks requires the input of the whole TaskTeam, but also the active participation of the local community and of the members of area-based organisations.


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CARD 8 (C): Coordination of Technical Works and Sensitisation Activities (Act. 8)

Coordination In case the water supply infrastructures in the low income areas are not in good technical condition, and/or if the Service Provider needs to construct additional structures, it is advisable to carefully coordinate the construction/rehabilitation programme and the sensitisation and kiosk implementation programmes:

The identification of kiosk sites and the start of the sensitisation campaign have to precede construction work.

The period of time between (1) the start of the sensitisation campaign, (2) the commissioning of the kiosks and (3) the implementation of the kiosk system should not exceed 5 to 8 weeks.

Timing and Synchronisation

The successful introduction of the kiosk system to a large extent depends upon the right timing of the various activities and the careful synchronisation of sensitisation activities, implementation programmes and technical works. If, for example, a sensitisation programme aiming at introducing and explaining the kiosk system, is not directly followed or accompanied by the technical programme, i.e. the actual construction of water kiosks:

Many of the intended beneficiaries will have forgotten the message by the time the kiosks are commissioned.

The introduction of the kiosk system is jeopardised and the image of the Service Provider may suffer as customers lose faith in the capacity of the provider to keep its promises and live up to expectations. In the eyes of the beneficiaries, the project becomes yet another “white elephant”.

The recruitment and training of Water Vendors has to take place (+-) 2 weeks before the commissioning of the kiosks.

The main sensitisation programme should start approximately 4 - 5 weeks before the commissioning of the first kiosks.

The timetable included in the step-by-step implementation programme that has been prepared by the TaskTeam, has to be adapted to the technical implementation programme.


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CARD 9 (A): Implementation of the Sensitisation Campaign / Messages (Act. 9)

One issue Messages

Experience shows that messages, introduced during awareness and (social) marketing campaigns, are only well understood, remembered and put into practice if the message is straightforward and only addresses one main issue.

The creation of “single topic” messages also allows for a better segmentation of the population and facilitates the identification of target groups or categories, which in turn facilitates the choice of media, methods and techniques to be used during the campaign.

2 Main Messages

The sensitisation programme aimed at introducing and facilitating the introduction of the kiosk or communal tap system, usually consists of 2 main messages:

A technical/policy/marketing message aimed at explaining the system itself (opening hours, payment methods, the responsibility of the vendor, the customer, etc.). The message also explains why every citizen has to pay for treated water supplied by the Service Provider.

A health and hygiene message, which emphasises the advantages and importance of consuming treated water, how to store water, etc.

It should be noted, however, that in practice it is sometimes difficult to make a sharp distinction between the 2 messages/activities, as residents, during meetings, tend to ask questions on both subjects.

The Technical and Commercial Message

The achievement of the above-mentioned task requires the development of two separate sets of messages;

1) A technical/marketing message, which focuses on:

The reason why urban residents, including low income residents have to pay for water.

The fact that the kiosk system is an attractive, affordable and safe (from a public health perspective) water supply solution.

The main social and commercial objectives the Service Provider wishes to achieve with the introduction of the kiosk system.

The actual functioning of the kiosk system (the tasks, responsibilities and rights of the Water Vendor, of the Service Provider and of the CSA in particular - and of the clients, the opening hours of the kiosk, the payment system, etc.).

Ways to prevent vandalism and the importance of reporting vandalism and theft.


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CARD 9 (B): Implementation of the Sensitisation Campaign / Health and Hygiene (Activity 9)

The Health and Hygiene Message

The second sensitisation message is a: 2) health and hygiene message, which is based upon a so-called risk and solution approach.

The risk element of the message and of the sensitisation/education programme, focuses upon explaining the possible consequences, for the health of household members, of consuming untreated water (for instance, from open wells).

It also involves explaining the risk each individual and the community as a whole is exposed to, due to the fact that the pollution of water from open wells, as a result of subterranean and/or surface communication between pit latrines and wells, can result in the outbreak of water related diseases such as dysentery and cholera.

Carefully Emphasising Risks

The challenge for the TaskTeam, is to develop an adapted and effective health and hygiene message, after all, many low income residents in Kenya are used to consuming unsafe water and some residents may even lack the financial resources to purchase treated water.

A campaign, which puts too much emphasis of the risk aspect - the health risks caused by drinking unsafe water - may fail to reach its objectives as people have come to accept the existing situation as well as the risks they are exposed to. In some urban areas, residents may point out that experience has made them aware of the health risks, but that experience has also taught them that, maybe with the exception of a few months during the rainy seasons, the risks are somehow acceptable. Some residents may actually have used their sources of (unsafe) water for many years.

A sensitisation campaign, therefore, should also stress the possible solutions to the current water supply and sanitation problems the Service Provider is planning to offer. The campaign should point out the costs (at the household level) of curing water-related diseases, as well as the opportunity costs. When a member of the household is very sick, he or she is not able to work and earn money for the household. The sensitisation message should explain that using kiosk water can be seen as an effective way to prevent a number of water related diseases.


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CARD 9 (C): Implementation of the Sensitisation Campaign / Health and Hygiene (Activity 9)

Focus of the Health and Hygiene Message Approach

The health & hygiene message and approach, which is discussed in detail in Module 2 of this Toolkit, will mainly focus upon the following issues:

The importance of kiosk cleanliness and hygiene (for instance why residents are not allowed to wash kitchen utensils and laundry at the kiosk).

The importance of using clean receptacles that can be covered during transportation and storage (why residents should clean their containers at home and why every kiosk client can fetch a small quantity of water free of charge to clean his or her receptacle).

Proper ways of storing and using treated water and the importance of treating unsafe water from such sources as yard wells and scoop holes. This message should also emphasise the importance of using liquid chlorine (in Kenya sold under the brand name WaterGuard) and of boiling water before drinking it or using it to prepare meals.

The various water and sanitation related diseases, their causes and the measures that can be taken to prevent them.

The various usages of water (drinking, preparing meals, bathing, washing, construction work, etc.) and the water quality these usages require.

Health and Hygiene and the Training of Water Vendors

During their training programme and whilst being on the job, the Water Vendors will receive training on health and hygiene matters and will be taught how to pass on this knowledge to their customers. In other words, Vendors should be able to give advices to their customers as to how to transport and conserve water and why it is important to keep the kiosk clean.


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CARD 9 (D): Implementation of the Sensitisation Programme / Health and Hygiene (Activity 9)

Health & Hygiene Sensitisation and Education: An Ongoing Effort

When it comes to explaining the kiosk system itself, a single sensitisation campaign, which lasts a number of weeks, is usually sufficient.

Although the sensitisation programme, surrounding the introduction of the kiosk system, is composed of a health & hygiene message, health and hygiene education is an ongoing effort,

Health and hygiene education being an ongoing effort implies that the input is required of local professionals and volunteers (Community Health Workers) who are monitored by the Public Health Department of the Ministry of Health.

Only a specialised organisation consisting of (local) Experts can assure the ongoing education and sensitisation of the populations of the low income areas. A water and sanitation Service Provider can and should organise, together with these local Experts, a health and hygiene sensitisation/education programme which accompanies the introduction of water kiosks, but health education is not the core activity of a water company.

The successful implementation of a Health Education (HE) programme, also requires the identification of relevant target groups and categories and the adaptation of the two messages to the needs and requirements of these target populations.

The target population may differ according to the message. A health and hygiene campaign may target the total population, whereas a message aimed at introducing and explaining the metering of individual house connections will mainly focus upon households that have an un-metered connection, or that are interested in a metered domestic water connection.

Institutional Set-Up

In the larger urban centres such as Eldoret, the Ministry has a Health Authority which is headed by a Chief Public Health Officer. In the smaller Municipalities, the Public Health Officers (PHOs) are attached to the Municipality.

Community-based health care focuses upon the following:

Disease prevention (for example through house cleaning and proper water storage).

Promotion of domestic water treatment.

Promotion of latrine construction (with an emphasis on VIPs which can be easily cleaned and emptied). 1

Promotion of the use of treated mosquito nets.

In the larger urban centres these activities are organised by the Public Health Officer (PHO) of the Ministry of Health. In the smaller centres these programmes are the responsibility of the PHO of the Municipality.

1 VIPs are promoted to prevent the transmission of communicable disease through flies and to prevent smells in high density areas.


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CARD 9 (E): Implementation of the Sensitisation Campaign / Organisation (Activity 9)

Sensitisation Focus Area: The Kiosk Catchment Area

The sensitisation programme should take the kiosk catchment area as its main focus, as its main sensitisation unit. In other words, the activities of the sensitisation programme should take place “around” the kiosk and aim at reaching the potential clientele of the kiosk.

If, in a particular area, the Service Provider or the project has constructed 12 kiosks, some sensitisation activities will have to be organised in all 12 kiosk catchment areas. If the number of (potential) clients per kiosk is relatively low or if financial resources are insufficient, the Service Provider may decide to create sensitisation zones consisting of the service areas of 2 to 4 kiosks.

Some activities aim at reaching different target groups (for example the clientele of a clinic or the teachers and pupils of a school). This implies that the activities will be adapted to the clientele or catchment areas of the institutions involved. If the Service Provider/TaskTeam, decides to make use of local (mass) media (such as local or community radio stations), the target population will be the total population of the areas where the kiosk system is introduced.

Organisation

In large towns and low income areas, the diffusion of the 2 main messages, may require the input of 2 specialised teams, whereas in smaller towns one team, which is part of the TaskTeam, can successfully sensitise residents on both messages.

Designing and Implementing a Well-Integrated Programme

The objective is that all sensitisation activities form part of a well-integrated programme. This means that the various activities should reinforce one another. The population of the low income area, when reading a poster, or when listening to a public announcement, should know that both activities are part of the same programme and come from the same ‘source’. A “connecting” slogan or logo (for example the logo and slogan of the water company) can be designed and used to “label” and “connect” all activities and communications. Another objective of labelling and connecting activities is to make sure that messages, by presenting them in different forms and in different contexts, are understood, remembered and put into practice.

When it comes to the preparation of messages and sensitisation methods and techniques, the Service Provider/TaskTeam will be able to use some of the existing documents and publications. However, as messages and programmes will have to be adapted to the local context, the TaskTeam will also have to prepare its own approach, messages and programmes.

Some of the elements of the sensitisation programme (see Activity CARDS 9 (F1) – 9 (F5)) will have to be designed and implemented together with members of the target group. For example the teachers and pupils can participate in designing the school competition on water and sanitation.

Although the “water shows” aim at the efficient diffusion a number of messages, these messages are “separated” from each other in the sense that each element of the show, only


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contains one main message.

CARD 9 (F1): Implementation of the Sensitisation Campaign / Organisation (Act. 9)

Sensitisation: Activities, Media and Required Resources

Activity CARDS 9 (F2) – 9 (F5), show the various activities/elements of a kiosk system sensitisation campaign as well as the required media and resources. In this section, we have taken the introduction of a kiosk system in 2 adjacent low income areas of Monze (Zambia) as an example (Section 2 of this Module contains more detailed information on the Monze sensitisation programme).Note: The statements concerning the funding of- and participation in activities are not based upon actual agreements or contracts with specific organisations and the amounts mentioned are merely estimations.

A sensitisation programme for a low income area with the size of Zambia and Freedom Compounds in Monze (with a total population of 21,000 persons and 7 planned kiosks), could consist of the following elements/activities:

The diffusion of 2 radio programmes aimed at introducing and explaining the kiosk system (Monze has 2 local radio stations: Radio Chikuni which has programmes in the local language (Citonga) and Sky Radio Monze, which mainly broadcasts in English).

Putting up of 2 laminated (A1 size) posters (16 copies of each poster) containing comic strips (cartoons) on (1) the interrelatedness of water, hygiene and health and (2) on the need to prevent vandalism. The posters can be put up at all public buildings, schools, clinics and kiosks in the area.

A “water, sanitation, hygiene and health” school competition.

Water, health and hygiene shows organised in the low income areas (2 shows per area). The objective of the “water shows” is to reach a large proportion of the low income population by attracting crowds of between 200 and 1,500 persons. The shows consist of an opening song performed by the pupils of one of the local schools, 2 sketches performed by a theatre group, water quality tests (comparing the water quality of unprotected sources with the water of the project), public addresses by staff of local clinics and discussions with participants.

Visits to the water treatment plants . Approximately 0.2% of the total population of both areas (+-40 persons) should be given the opportunity to visit the treatment works where they should be informed by a qualified Service Provider staff member on the various phases of the water treatment process. In order to improve the diffusion of information local teachers and staff of the local clinic should be part of the group visiting the water works.

Two teaching packages (one for the primary schools and one for the clients of local clinics) addressing the complex interrelationships between water, sanitation, and public health.

A training programme for Water Vendors.

Organisation

All activities and the “water shows in particular, should be announced (for example by putting up posters (A4), megaphone announcements and drumming).

It is up to the TaskTeam to decide which activities have to become part of the sensitisation programme. The size of the population, the available budget, the available time and human resources and local knowledge levels are factors that have to be considered. A sensitisation


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programme which includes only a few sensitisation activities can also be very effective.

CARD 9 (F2): Implementation of the Sensitisation Campaign / Organisation (Activity 9)

1. Sensitisation Programme for 2 Low Income Areas in Monze, Zambia (2003)Schools and Clinics

Total population of the area: 21,000 Number of planned kiosks: 7

Elements/Scale Primary schools programme Primary schools programme Local clinics programme

Objectives The successful introduction of the kiosk system Improve the health and hygiene knowledge and practices of the members of the target

population

Target group Pupils and teachers Pupils and teachers patients/pregnant women

Message Health and hygiene/vandalism Water, sanitation, health and hygiene

Water, sanitation, health and hygiene

Type of programmeSchool competition

(competition between classes or between 2 to 3 schools)

Teaching package to be used during biology classes (7)

(2 lessons/year)

Teaching package to be used by CHEWs and CORPs to teach &

sensitise target group members (5)

Expected coverage 100% 100% 70%

Communication Vertical/horizontal Horizontal Horizontal

Media Posters/written and electronic documents/songs/sketches Written documents, posters Posters and written documents

Hardware Prices for all classes - -

SoftwarePosters/written

document/example songs and sketches

Teaching programme and package/PowerPoint slides

Teaching programme and package, posters

Human resources (WSP) CRO/CSA (1)(2) CRO/CSA (2) CRO/CSA (2)

Partners UNICEF staff, teachers, MoH UNICEF staff, teachers, MoH Ministry of Health

Training needs Training of teachers by UNICEF staff and CRO

Training of teachers by UNICEF staff and CRO

Training of relevant clinic staff by MoH (3)

Duration 6 days (including preparation) Ongoing Ongoing

Timing 2 months after the introduction of the kiosk

Each year, period September – November (“diarrhoea period”) All year

Logistical means 1 WSP vehicle (4) 1 WSP vehicle 1 vehicle

Budget (in KSh) (6) 18,000 6,000 6,000

Funding WSP/project WSP WSP/UNICEF

Key: 1): CRO = Community Relations Officer of the Southern Water and Sewerage Company (SWSC), CSA = Customer Services Assistant2): The Customer Services Assistant (CSA) and the Branch Manager can also be asked to take part in this activity3): MoH = Ministry of Health4): WSP = Water Service Provider5): CHEW = Community Heath Extension Worker (Kenya) CORPs = Community Owned Resource Persons (Kenya)6): In 20037): Biology classes and Environmental Science classes


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CARD 9 (F3): Implementation of the Sensitisation Campaign / Organisation (Activity 9)

2. Sensitisation Programme for 2 Low Income Areas in Monze, Zambia (2003)Water Shows, Visits to Treatment Works and Mass-Media programme


Elements/Scale “Water shows”Visits to the treatment works and the office of the Service

Provider

Mass media programme (Using a local radio station)

Objectives The successful introduction of the kiosk system Improve the health and hygiene knowledge and practices of the members of the target

population

Target group Total population Directly: Approximately 0.2% of

the total populationIndirectly: the whole population

Total population

Message Kiosk system/water, sanitation, health and hygiene/vandalism

Water treatment method and the need to pay for treated

water

The kiosk system/ the need to pay for treated water

Expected coverage 30% - 60% 30% (indirectly) 60%

Communication Vertical/horizontal Horizontal Vertical

Media Posters/written documents /songs/sketches/water tests - Local radio station

Hardware Water quality testing equipment Treatment works -

Software Written programme, sketches, songs, presentations -

Written script and recorded interviews with members of target

population

Human resources TaskTeam (2) CRO/CSA/Person in charge of waterworks CRO

PartnersDrama groups /teachers/

pupils/staff of clinics/CHEWs/CORPs (3)

Mini bus owners and drivers Radio station/UNICEF

Training needs All participants should know the programme, timetable and their

contribution

Staff of the treatment works should be able to explain the

treatment process

Training of relevant staff of the radio station

Duration 1.5 to 2.5 hours per show/2 shows per low income area 2 hours per visit/3 visits 2 programmes in a period of 6

weeks (two week interval)

Timing Before, during and after the inauguration of the kiosks

Before, during and after the inauguration of the kiosks

Two weeks before the inauguration of the kiosks

Logistical means 1 WSP vehicle Hiring 2 mini buses 1 WSP vehicle

Budget (in KSh) 36,000 (4 shows) 5,000 10,000

Funding WSP (4) WSP WSP/DTF (5)

Key: 1): CRO = Community Relations Officer of the Southern Water and Sewerage Company (SWSC)2): The Customer Services Assistant and the Branch Manager can also be asked to take part in this activity 3): CHEW = Community Heath Extension Worker (Kenya) CORPs = Community Owned Resource Persons (Kenya)4): WSP = Commercial (water and sanitation) utility5): DTF = Devolution Trust Fund (in Kenya: Water Services Trust Fund)


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3. Sensitisation Programme for 2 Low Income Areas in Monze, Zambia (2003)Public Announcements, Training of Water Vendors, Putting Up Posters


Elements/Scale Public announcements Training of water Vendors Putting up posters

Objectives The successful introduction of the kiosk systemImprove the health and hygiene knowledge and practices of the members of the target population

Target group Total population Indirectly: the whole population Total population

Message Kiosk system (payment method, opening hours, etc.)

Kiosk system/water, sanitation, health and hygiene/vandalism

Kiosk system/vandalism/ water, sanitation, health and hygiene

Expected coverage 80% 30% (indirectly) 80%

Communication Vertical Horizontal Vertical

Media Megaphone Training programme Posters

HardwarePA equipment (mobile

megaphone) (5) - A1 copying equipment

Software Written message Detailed water Vendors training programme

WSP prepares the message, main text and sketches

Human resources TaskTeam TaskTeam/technical staff TaskTeam

Partners ZIS (1) Staff of MoH of or local clinics and hospitals (2)

UNICEF, professional draughtsman or cartoonist

Training needs - Outsiders will receive a copy of the training programme

Discussion between the CROs and the cartoonist

Duration 3 announcements per compound 2 days (+ training on the job) 4 weeks

Timing 5 weeks before the inauguration of the kiosks

5 weeks before the inauguration of the kiosks

5 weeks before the inauguration of the kiosks

Logistical means 1 WSP vehicle 1 WSP vehicle 1 WSP vehicle

Budget (in KSh) (6) 2,500 60,000 14,000

Funding WSP (4) WSP WSP/UNICEF

Key: 1): ZIS = Zambia Information Services 2): MoH = Ministry of Health 3): CRO = Community Relations Officer of the Southern Water and Sewerage Company (SWSC)4): WSP = Water Service Provider5): PA system = Public address system (for example a megaphone)6): In 2003.


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4. Sensitisation programme for Zambia and Freedom Compounds, Monze (2003)Group Discussions, Informal Discussions, Special Measures and Activities


Elements/Scale Group discussions Informal discussions Special measures and activities

Objectives The successful introduction of the kiosk system

Improve the health and hygiene knowledge and practices of the members of the target population

Target group Women Residents who wish to ask questions about the intervention

Depending on the situation (for example local politicians, vandalising youth, etc.)

Message No specific message, responding to queries raised by participants

No specific message, responding to queries raised by

participants

Message adapted to the unexpected situation

Expected coverage 2% 2% Depending on the situation

Communication Horizontal Horizontal

Media - -

Hardware - -

Software List of open questions -

Duration Throughout the intervention Throughout the intervention

Human resources TaskTeam (CROs and RDC) TaskTeam (CRO and RDC) TaskTeam (WSP)

Partners - -

Depending on the situation

Training needs - -

Timing Whenever possible or when residents approach the team

Logistical means 1 WSP vehicle (1) 1 WSP vehicle

Budget - (2) - (2)

Funding - -

Key: 1): WSP = Water Service Provider2): Covered by staff salaries and normal operational budget


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CARD 9 (G): Sensitisation Programme / Special Measures and Activities (Activity 9)

Special Measures and Activities

The “special measures and activities” element of the sensitisation programme (see Activity CARD 9 (F5)) will only be given “content” if the need arises. The following development may require special measures and activities: Interference by, for example, local politicians or syndicates may disturb the programme

and distort the messages the Service Provider wishes to put across to the population. Messages may be transformed and the programme may even be hijacked. Hijacked in the sense that the intervention is claimed to be the initiative or the project of a particular party or group.

Local politicians or other groups and individuals, may even introduce counter messages (“if you vote for us, we will bring free water”) or even stage riots and acts of vandalism. In such cases, the Service Provider must act with prudence, inform the local authorities and if necessary the populations involved. Sometimes a meeting that brings together all local politicians and other stakeholders, may help to ease tensions and create a development-minded spirit. The Service Provider should always emphasise that it has the obligation to provide water to all residents and that it does not have the authority and intention to interfere in local politics.

If tensions and conflicts, lead to a situation whereby the staff of the Service Provider, the Vendors or the installations and infrastructure of the Service Provider are at risk, the Service Provider has to inform the Municipality and the local police authorities.

Allowances for TaskTeam Members aning Additional Staff

In order to introduce the kiosk system, the Service Provider will establish a TaskTeam consisting of members/representatives of various stakeholders.

This team will be in charge of the development of the kiosk system, as well as in charge of the implementation of the various programmes. If necessary, the other (non-Service Provider) members of the team will have to receive a remuneration or (missing lunch) allowance. In principle the sensitisation programme can be designed and implemented by the TaskTeam.

In the larger towns and low income areas, however, the Service Provider may decide to recruit a number of experts (e.g. Municipality or NGO staff) for the duration of the water supply programme or for specific tasks. For example, for the introduction of the kiosk system in Navutika Compound in Chipata (11.000 residents in 1998 and 8 kiosks), the local water company recruited an external team consisting of 3 Municipality staff members, with a lot of experience in working in low income areas and in water supply projects.

The Social Welfare Assistance Scheme (SWAS)

The Social Welfare Assistance Scheme (SWAS; see Module 3, Section 8), which aims at helping the destitute persons in the areas concerned, can be mentioned during the sensitisation programmes, especially when residents raise the issue of assisting the vulnerable residents of their community.

However, it is advisable to introduce the system only a number of months after the commissioning of the kiosks. Experience shows that mentioning free water (the clients of the SWAS receive a small daily quantity of water free of charge, using a special card), may cause confusion, as the Service Provider also tries to put across the message that in


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principle everyone has to pay for treated water.

CARD 10 (A): Preparing the Commissioning of the Kiosk System (Activity 10)

Introduction

This CARD discusses some of the elements of the sensitisation programme and the introduction of the kiosk system in more detail.

The Recruitment and Training of Water Vendors

The Water Vendor recruitment process has to start, approximately one month before the commissioning of the kiosks. The training of the Vendors has to be organised and take place 2 to 3 weeks before the commissioning of the new kiosks (see Module 3, Section 3).

The Vendors are recruited using a number of criteria. For instance, a Vendor has to live within the area of employment (within a radius of approximately 1 kilometre of the kiosk). The TaskTeam members can be asked to assist the Service Provider in the recruitment of suitable candidates who are acceptable to the community.

The recruitment and training of the Vendors takes approximately two days and follows a detailed training programme (see Module 3, Section 3).

Kiosks can be operated by individuals but equally by registered self-help groups or other community-based organisations (CBOs). This is basically a decision which has to be made by the WSP.

The Timing of Activities and the Message

Two (2) weeks before the commissioning of the new kiosks, the residents of the low income areas concerned have to be informed about the kiosk commissioning date. The population has to be informed about the:

Fact that residents will have to pay for their treated water. Price of water (the price per container). Kiosk payment system. Opening and closing hours of the kiosks. Rights, tasks and responsibilities of the Vendors, the Service Provider and the clients.

It is important that the population of the areas concerned is well informed about the fact that the Service Provider is unable to provide treated water free of charge. The Service Provider has to procure chemicals to purify the water, pay for electricity, pay salaries, etc. Moreover, the Service Provider wishes to reduce water wastage and the unhygienic conditions resulting from water wastage at public and private water outlets.

During the week preceding the commissioning of the kiosk, the Vendors will be introduced to their future clientele and will inform their future customers about the sale of water and kiosk operations. The TaskTeam will need to assist the Vendors.

The TaskTeam will now be working almost permanently in the areas supplied through the new kiosks, assisting the kiosk Vendors and informing the residents. Experience shows that this is a very important period. Residents are now getting used to the idea that water will be available and sold in their area. As a result many of them do have questions.


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CARD 10 (B): Preparing the Commissioning of the Kiosk System (Activity 10)

Methods and Techniques

The population will be informed through:

Posters (size: A 4) put up at every kiosk, at local shops, billboards, trees, churches, markets, bus stops, bars, clinics and public buildings such as community halls.

A spoken message (based upon the message of the poster) diffused by the Service Provider (using a megaphone) or through a local and popular radio station. In the project area, the message should be diffused during a number of tours which should take place especially during the late afternoon, when many residents return to their homes.

A number of group discussions and informal discussions with residents of the areas concerned.

Informal discussions with residents who approach the TaskTeam with questions.


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CARD 10 (C): Preparing the Commissioning of the Kiosk System (Activity 10)

Group Discussions and Informal Discussions The group discussions:

10 to 35 participants per discussion. each discussion lasting up to 1.5 hours and a total of one discussion per 1,000 residents -

are important in order to obtain a certain feedback from the population. The target groups are: The residents of the low income areas and Local market vendors, church elders, teachers, etc.

Market vendors: It is possible that market vendors have their homes in the various corners of the low income area and can, therefore, play an important role in the diffusion of messages. Convincing market vendors that the kiosk system is affordable and sustainable, is an important objective. When introducing the kiosk system in Mchini Compound (Chipata, Zambia), the water company experienced a lot of problems with some market vendors trading at the markets in Mchini. They turned out to be an influential pressure group that played an important role in staging protests and sabotages during the first days after the commissioning of the Mchini kiosks. In order to increase awareness a limited number of market vendors should be asked to participate in a visit to the water treatment works.

Issues to be Discussed during the Group Discussions

The following issues/topics are to be discussed during the group discussions: The history of water supply in the town and the areas concerned. The way the Municipality took care of water supply (wastage, poor quality, irregular

supply, etc.). Why residents will have to pay for treated water. Why drinking untreated water from unprotected sources (wells, etc.) is not safe. The advantages of treated water. The advantages of the kiosk: no fighting, no congestion, treated water, fetching in a clean

and more healthy environment, Vendors who have to inform the Service Provider if there is a problem with water quality and supply, etc.

The disadvantages of vandalism and what to do about it. Why water has to be sold by a Water Vendor. How clients of the kiosk pay for their water. The roles and responsibilities of the Vendor, the CSA, the Meter Reader (and other

Company staff) and the customers. Why it is important to keep the kiosks clean. Why clients are allowed to use a small quantity of water to clean their receptacles. Why the kiosk really belongs to all residents of the area. The role of clean water, as far as public health situation and the development of the area

are concerned. In order to secure feedback, the results of these discussions will have to be discussed by

the TaskTeam and any useful information, criticism and suggestions will have to be used during subsequent discussions and during the sensitisation campaign. The TaskTeam members, therefore, are advised to make notes during every discussion.


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CARD 11: Commissioning and Inauguration of the Kiosks (Activity 11)

Commissioning of the Kiosks

When the technical works are nearing their completion, the Service Provider has to decide on the commissioning day. It is preferable (but not necessary) that all kiosks in a particular low income area are commissioned on the same day. In very large low income areas (i.e. low income areas with more than 10 kiosks), the commissioning can take place in phases. In such cases, the area has to be divided up in a number of commissioning zones.

The commissioning of the kiosks should be announced by the TaskTeam, by diffusing a message in all zones with the megaphone and by putting up small (A4) posters at all kiosks and public meeting points and along the roads and paths in the area. Module 3, Section 4, has a number of templates for posters, which can be used to prepare the commissioning of the kiosks.

Many of the preparatory activities reach their climax on the day when the kiosk system is introduced; when the kiosks are commissioned. The careful planning of all activities during this day can determine the success of the kiosk system especially when it comes to the acceptability of the kiosk system.

The commissioning of the kiosks requires the input of the whole TaskTeam, but also the active participation of the local community.

It is important that the TaskTeam and the Vendors are ready well before the opening of the kiosks. This means that Vendors have cleaned their kiosk and have received all necessary equipments. It is advisable to inaugurate the kiosks in the early morning (at 06.00hrs). This gives the Vendors and clients the opportunity to get used to the new situation.

If the introduction of the kiosk system marks the transition from free water to water which has to be paid for, all illegal and un-metered public taps should be disconnected just before the commissioning of the kiosks.

During and after the commissioning, the TaskTeam is present and, if possible, there is a TaskTeam member at every kiosk, to assist the Vendor and to welcome customers.

Inauguration of the Kiosks

The official inauguration of the kiosks, which should take place after the commissioning, involves a brief official ceremony during which the Mayor assisted by the Managing Director and/or the Regional Manager of the Service Provider, officially launches the kiosk scheme.

During his or her inauguration speech, the Managing Director/Regional Manager, has to focus upon the importance of developing a strong and reliable partnership between the Service Provider and the local community. He/she also has to emphasise the role of the Customer Service Assistant (CSA) and the fact that the WSP has established a continuous presence in the area.

Residents should be told that they are now paying customers and therefore have the right to make suggestions and the right to complain about interruptions in supply, poor water quality and the services offered by the Vendors and the Water Service Provider.


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CARD 12: Preparing the Implementation of the Kiosk System (Activity 12)

The First Week after the Commissioning of the Kiosks

The intensive monitoring, which follows the inauguration of the kiosks, will last at least one week and longer if necessary. During this first week intensive guidance, of Vendors and customers, has to be provided by the TaskTeam and other staff members of the Water Service Provider. The TaskTeam has to be almost continuously in the low income area(s) concerned, to assist the Vendors and give explanations to customers and other residents. The sensitisation activities now take place at the kiosks, where there is a constant interaction between (1) the Vendors, (2) the residents and (3) the members of the TaskTeam. During this intensive monitoring phase:

Residents and Vendors get to know the procedures, regulations and the role and responsibilities of the Vendors, the Customer services Assistant (CSA) and the other staff of the WSP.

During this period, the Vendors receive intensive guidance and on-the-job training. The kiosk system is explained to customers.

Customers and Vendors are being informed about the importance of keeping the kiosks clean (“on the spot” health & hygiene education).

Customers are informed about their rights and the customer complaints procedure.

Customers are also being informed about the responsibilities and duties of the CSA, who is the link between the Vendor and the customers on the one hand and the other sections of the Company on the other.

The TaskTeam should record the response of the population (criticisms, opinions and proposals). If necessary, small adaptations can be made in the system itself.

Two Months after Commissioning

Approximately 4 months after commissioning (depending on the season), the TaskTeam should analyse the consumption levels of the kiosk and consumer practices and decide, together with the Vendor and the clients of the kiosk, if the opening hours can and should be adapted to the existing situation (See Module 3, Section 7).

After this period the TaskTeam should be dissolved.

Adapting the Business Hours of the Kiosks

Initially, the business hours of the kiosks are determined by the Service Provider. After 4 months, however, the kiosk system will become more flexible, in the sense that the opening and closing hours of the kiosk will be adapted to the water consumption patterns and the wishes of its clientele. The objective of this adaptation is to make sure that all Vendors remain motivated. It is not necessary that a Vendor stays at the kiosk during hours when few or no customers arrive at the kiosk to fetch water.

The objective of establishing new opening and closing hours is to find a balance between the desire of most customers (having unrestricted access to treated water) and the objectives of the Vendor (maximising his hourly income). The CSA will assist the Vendor and the customers in determining the new opening and closing hours of the kiosk.


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CARD 13: Day-to-Day Management of Vendors and Kiosks (Activity 13)

The implementation phase is followed by the operational phase of the kiosk system by the Service Provider. This phase is discussed in Module 4 of this Toolkit.

CARD 14: Evaluation of the Kiosk Scheme (Activity 14)

After a period of 6 or 12 months, the kiosk system needs to be evaluated. In addition The Company management will have to involve the various sections/departments in order to assess the kiosk system from a technical/environmental and a financial/commercial perspective using such indicators as:

Commercial/Financial indicators:

o Collection efficiency (should range between 95 and 100%).

o Are the kiosks able to cover their costs?

o Trends in water sales (overall trends and season-related trends).

Technical indicators:

o Frequency of technical interventions (required repair and maintenance works).

o Illegal (domestic) connections in kiosk areas (numbers and trends).

o Demand for domestic connections in kiosk areas.

Vendor-related indicators:

o Vendor incomes (should be acceptable).

o Percentage of Vendors selling other goods at their kiosk.

o Number (and percentage) of Vendors that had to be replaced.

o Main reasons for having to replace Vendors.

Customer-related indicators:

o The Company (Customer Relations Section) and CSAs, if necessary assisted by other former members of the (now dissolved) TaskTeam, will use a questionnaire and carry out a “customer opinion” or “customer satisfaction survey”.

o The results of the survey will be used to adapt the kiosk system to the needs of the customers and of the other residents. Module 2 of this Toolkit (Section 3) contains Tools which can be used to assess the performance, from a customer perspective of the kiosk system.

Module 4 presents the Tools which can be used to evaluate the commercial and financial performance of the kiosks.

The results of the survey should also indicate whether there is need for additional sensitisation or health & hygiene education measures.


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CARD 15 (A): Preparing a Budget (Activity 15)

Planning and Coordination of Activities

The design and implementation of a sensitisation programme is a logistical and organisational challenge. Moreover, as stated earlier, there is need to coordinate the various activities in order to assure that the various messages are understood, remembered and used/put into practice. Planning should also aim at elements, activities and messages reinforcing each other (synergy). Activity CARD 15 (B) contains a list with the estimated duration of all activities, which can be used to plan (including the preparation of a budget) and implement the various activities.

Assumptions

Activity CARDS 15 (B) and 15 (D) contain a sheet which can be used by the WSP to prepare a budget for a sensitisation programme. The sheets show the estimated costs of the design and implementation of a kiosk management system and the accompanying sensitisation programme (this means the budget does not include the construction costs, salaries and allowances of the staff of the Service Provider and transportation costs) in a low income area with a population of approximately 21,000 residents The sheet contains an example and the cost estimates presented are based upon the following assumptions:

All kiosks will be commissioned on the same date. The same programmes, teaching packages, posters (etc.), can be used in other low income

areas and other towns serviced by the Service Provider. The public announcements are made by the Service Provider, using mobile PA systems. Each member of the TaskTeam (with the exception of the staff of the Service Provider)

receives a daily allowance of KSh 250. When estimating the cost and duration of each activity, it was assumed that elements of the

kiosk implementation programme and the sensitisation programme (such as teaching packages and poster) can be used in all/other low income areas where the Service Provider plans to introduce a kiosk system and carry out sensitisation programmes. This means, that the average costs of introducing a kiosk system will gradually decrease as more low income areas are supplied through water kiosks.

Considering Possibilities When considering the possibility to diffuse messages using the local radio stations, it

should be noted that such stations are not found in all Kenyan towns. A local radio station can be used, to diffuse information on the functioning of the kiosk system and the commissioning date, etc. A series of radio programmes can also be written, to inform the population about health and hygiene methods related to water supply (the need to clean recipients, transporting and storing water, treating water with Clorin, etc.).

It is important to note that some activities can take place simultaneously. It should be noted that the training and sensitisation workshop/programme for Service

Provider staff (estimated costs: between KSh 7,000 and KSh 16,000 per centre (depending on the number of participants, the venue, etc.) has not been included in the cost estimate.

WSTF Projects and Budgeting for “Software Activities”

In case the low income water supply project is funded by the Water Services Trust Fund, it is important to include the budget for, what one might call the non-technical component in the project proposal.


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CARD 15 (B): Preparing a Budget (Activity 15)

1. Estimated Costs of Introducing a Kiosk System

Description: Main activities Amount Duration (8)

TaskTeam members

involved (7)

Others involved

KSh Days Number Number

1. Data collection Data collection and analysis - 3 4 (2 WSPs)(9) -

2. Preliminary meeting(s) Organising/implementing/preparing minutes 800 3 2 (2 WSPs)) -

3. Activities of the TaskTeam Designing/adapting programmes/planning 5 6 (2 WSPs) -

4. Series of public meetings Organising/implementing/preparing minutes 3 6 (2 WSPs) -

5. Preparation of sensitisation campaign Planning and preparation 4 6 (2 WSPs) 2*3 days (1)

6. Technical works - - - - -

7. Sensitisation programme implementation

School competition Organising/implementing 9,500 6 3 (2 WSPs) 3*2 days (2)

Teaching package for schools Copying/distributing/explaining/integrating 3,000 2 2 (1 WSP) -

Teaching package for clinics Copying/distributing/explaining/integrating 3,000 3 2 (1 WSP) -

Water shows (4 shows) Designing/organising/implementing 15,000 10 4 (2 WSPs) 8*4 days (3)

Visits to the treatment works Organising/selecting visitors/implementing 3,000 2 2 (1 WSP) -

Mass media programme Writing/recording interviews/editing/transmit 6,000 3 3 (2 WSPs) 2*3 days (4)

Public announcements Writing message/ implementing 800 3 2 (1 WSP) -

Training of Water Vendors Organising/implementing 3,000 4 3 (2 WSPs) 1*1 day(5)

Designing and putting up posters Designing/copying/putting up 10,000 4 1 (1 WSP) 1*4 days (6)

Group discussions Designing questions/implementing - 3 2 (1 WSP) -

Informal discussions Implementing - 4 4 (2 WSPs) -

Special measures and activities Depending on the situation ? ? ? -

8. Preparing inauguration of kiosks Implementation - 3 6 (2 WSPs) -

9. Inauguration of the kiosks Implementation - 2 6 (2 WSPs) -

10. Intensive monitoring Implementation - 7 6 (2 WSPs) -

Sub total: 54,100

Total allowances for external participants (daily allowance = KSh250/person/day) 13,750

Remuneration TaskTeam (daily allowance = KSh 250/person/day) 37,500

Total: 105,3501): Preparation activities may require the input of local health and hygiene education experts2): Preparation of the school competition may require the input of 2 teachers3): Preparation activities may require the input of a local health and hygiene education experts, or a drama group of a school or church choir4): The preparation and broadcast of a (series of) radio programme(s) will require the input of staff members of the radio station5): The training programme for the Water Vendors may require the input of a local health and hygiene education expert6): Preparation activities may require the input of a professional cartoonist7): Composition of the TaskTeam: 8 persons (3 WSP staff (including 1 CSA), 1 Settlement Officer, 2 residents, one (1) elder and one (1)

representative of a CBO or NGO)8): Including preparation 9): The CSA is involved in almost all activities


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CARD 15 (C): Preparing a Budget (Activity 15)

Assumptions

Activity CARD 15 (D) shows the costs of a comprehensive kiosk implementation and sensitisation programme.

For various reasons (and for financial reasons in particular), the Service Provider may decide to select only a few elements of the total programme. For example, the successful introduction of the kiosk system in a particular town does not necessarily require broadcasting a series of radio programmes, each time the kiosks of a particular area are inaugurated. One broadcast per town is usually sufficient. School competitions can also be organised once all low income areas are connected.


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CARD 15 (D): Preparing a Budget (Activity 15)

2. Estimated Costs of Introducing a Kiosk System Allowances

Description: Amount Duration Team members involved

Remuneration TaskTeam

Others involved

Total allowances for external participants

Total costs

KSh Days Number KSh Number KSh KSh

1. Data collection - 3 2 (2 WSPs) - - - -

2. Preliminary meeting(s) 800 3 2 (2 WSPs) - - - 800

3. Activities of the TaskTeam - 5 6 (2 WSPs) 5,000 - - 5,000

4. Series of public meetings 3 6 (2 WSPs) 3,000 - - 3,000

5. Preparation of sensitisation campaign - 4 6 (2 WSPs) 4,000 2*3 days 1,500 5,500

6. Technical works - - - - - -

7. Sensitisation programme implementation

School competition 9,000 6 3 (2 WSPs) 1,500 3*2 days 1,500 12,000

Teaching package for schools 3,000 2 2 (1 WSP) 500 - - 3,500

Teaching package for clinics 3,000 3 2 (1 WSP) 750 - - 3,750

Water shows (4 shows) 15,000 10 4 (2 WSPs) 5,000 8*4 days 8,000 28,000

Visits to the treatment works 3,000 2 2 (1 WSP) 500 - - 3,500

Mass media programme 7,500 3 3 (2 WSPs) 750 2*3 days 1,500 9,750

Public announcements 800 3 2 (1 WSP) 750 - - 1,550

Training of Water Vendors 3,000 4 3 (2 WSPs) 1,000 1*1 day 250 4,250

Designing and putting up posters 9,000 4 1 (1 WSP) - 1*4 days 1,000 10,000

Group discussions - 3 2 (1 WSP) 750 - - 750

Informal discussions - 4 4 (2 WSPs) 2,000 - - 2,000

Special measures and activities ? ? ? - - - -

8. Preparing inauguration of kiosks - 3 6 (2 WSPs) 3,000 - - 3,000

9. Inauguration of the kiosks - 2 6 (2 WSPs) 2,000 - - 2,000

10. Intensive monitoring - 7 6 (2 WSPs) 7,000 - - 7,000

Total: 54,100 37,500 13,750 105,350


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CARD 16: Kiosk Implementation Card and Checklist

Activity (Description):

Duration:

Human resources (TaskTeam):

Human resources (Other):

Local Experts:

Required materials:

Logistical requirements:

Co-ordination needed:

Meeting points:

Who has to be informed?

Budget:

Special attention to be given to:


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List of Abbreviations CBO: Community-Based Organisation

CHC: Community Health Committee

CHEW: Community Health Extension Worker

CORP: Community Owned Resource Persons

CSA: Customer Services Assistant

GPS: Global Positioning System

PA: Public Address (system) such as a megaphone

WSB: Water Services Board WSP: Water Service ProviderWSTF: Water Services Trust Fund

________________________________


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Documents

Toolkit for Peri-Urban Water Supply › watersource › Downloads › 002. K… · Web viewOnsite water quality tests (flocculation test) of existing sources of unsafe water Message(s)