World Water Week - Asia Day - Presentation HMHoa Presentation

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HAIPHONG WATER SUPPLY SERVICES

Transformation into a Leading and

Twinning Utility

WORLD WATER WEEK 2008ASIA DAY

Stockholm, Sweden

August 2008

Presented by:

VU MANH HOA M Sc.

Deputy General Director

Haiphong Water Supply Company

HPWSCo

The views expressed in this paper are the views of the authors anddo not necessarily reflect the views or policies of the AsianDevelopment Bank (ADB), or its Board of Directors, or thegovernments they represent. ADB does not guarantee the accuracyof the data included in this paper and accepts no responsibility for

any consequences of their use. Terminology used may notnecessarily be consistent with ADB official terms.



Improved Operational Efficiency in Haiphong Water Supply Services 2

BACKGROUND

• Vietnam has population of 84Million with Capital City :Hanoi

• Haiphong is third biggest city

located about 100 km from Hanoi

• Haiphong total area 1,500 km2 and

population: ~ 1,8 Mil (Urban area : ~800,000)

• There are 7 urban districts and 5

rural districts.

• !80,000 connections to service 87%

of service area

• Non Revenue Water – 21%

• 860 staff, 197 graduates

• Haiphong Milestones

• 1905 – started with first WTP – 5000m3/d

• 1962 – capacity upgrade - 60,000

m3/d

• 1990-1999 Finland Govn’t support

with 14.3 mill Euro

• 1999 – 2003 Infrastructure investment

using WB funds 19.5 mill USD

• 2003 Awarded Hero Medal for water

• 2007 Formed into public company

• 2008 Expert twin support to Da Nang,

Viet Nam




PROBLEMS ANALYSIS – 14 YEARS AGO (1993)

Management

Water

Production

Consumers

Finances

Institutional

Resource planning only, did not include development

targets, middle managers lacked sense of

responsibility, little incentive, initiative, commitment

Unable to control flow, pressure, quality, NRW high

at 70% no metering, public fight over water access

Not treated as customers, no consultation, illegal

connections, corruption by revenue collectors, poor

attitude to water use and value

Losses 3.7 billion VND , inadequate O&M,deteriorating plant, affecting staff morale

Government controlled, utility little responsibility

and authority, so utility not prepared for change



SOLUTIONS APPLIED TO IMPROVE OVERALL PERFORMANCE


1. AWARENESS DEVELOPMENT

• Change of thinking in company leaders, middle manager and staffs.

• Assistance of the Government of Finland, WB and other organizations on

methods of performance, investment, technology.

• Commit continuously to improve water supply condition and service.

• Pay attention to human management development & training.

• Organize public awareness campaigns on water treatment processes and

services.

• Publish “Customer Service Indicators” enable the customers to see about the

level of the services they are provided.

• Create closer relations with local authorities through management teams on

site to know the desires of customers and seeking for proper treatment




• Prepare annual corporate plan (implemented since 1994) and strategy plans with

clear orientation, period 2005 – 2010 and long term plan up to year 2020 as a tool for

management.

• Strengthen investment projects to enlarge water coverage and develop customers.

• Manage customers and network by Phuong (Ward) model.

• Manage company in accordance with ISO 9001-2000 standard.

• Pay staffs salary according to work efficiency, water loss, electric consumption…

• Apply information technology in management (Bars, Telemetry, CNMS..)

• Keep work monitoring regularly.

• Build incentive and rewarding policies for efficient staffs

Management




• Improve system synchronously, focusing on network, metering for all

households.

• Mobilize capital contribution from community to get their involvement to water

supply system (10 – 15% of total investment).

• Optimize O&M efficiency, water treatment processes. Annually allocate capital

to maintain network and facilities to ensure water supply condition.

• Use good water meters (class C) & have optimal water meter replacement plan

& policy.

• Apply new technologies in operation (pump converter, pipe cleaning..)

• Use proper materials and fittings in network, gradually replace bad pipes.

• Supervise close construction work, comply with technical requirements

Technical




• Establish Water Meter and NRW Reduction Enterprise (35 staff).

• Supply equipment for leakage control work.

• Support allowance for night-working staff.

• Apply meter replacement frequency (8-10 years), periodic site-check consumer

and block meters.

• Keep update customers' database into CNMS.

• Do leak detection in block meters which appears higher loss rate than usual.

• Improve repairing quality and speed. Use proper material, fittings.

• Divide distribution network into small areas as block meters and issue NRW

indicators for each area.

• Evaluate work results monthly, including water loss indicators in each block area.

Non Revenue Water




• Establish Customers Relation Department.

• Have clear water sale contract, indicate responsibility between buyer and seller.

• Get approved regulation on protection of water source and water supply system.

• Disseminate widely customers development process and connecting process

• Receive new connection from all wards (26 points) and apply quick installation.

• Provide enough water 24/7 with ensured quality and stable pressure.

• Meet set standards (4 hrs main distribution; 24 hrs consumer pipes).

• Regularly check treated water in plant & network, update water quality daily.

• Quickly solve customer‘s complaints on water meter‘s accuracy.

• Replace pipelines & water meters free after 8 – 10 yrs and NRW > 30%.

• Receive customer information 24/7.

Customer Service




WATER SUPPLY CONDITION - 2008

• Water supply condition is improved,

water loss reduced to 21% (2007).

• Customers aware on saving water

and protecting supply facilities.

• Supply stable water for 800.000

people with ensured quality &pressure.

• No complaints from customers on

service provided.

• Company self-financing, profitable,

with access to funds from WB, ADB…

54824

7147779023 82688 86858

93000

115000

132204140000

147000 155500

165000

180000

0

20000

40000

60000

80000

100000

120000

140000

160000

180000

200000

CUSTOMER 54824 71477 79023 82688 86858 93000 115000 132204 140000 147000 155500 165000 180000

1995 1996 1997 1998 1999 2000 2001 2002 2003 2004 2005 2006 2007

Connections

27.525.5

2128.2

4446.648.2

54.455.5

63.5

70

65

39.6

31.5

28.5

15 14 13 12

32

70

30.1

24.5

21.219.5

16.4 16.1 15.5 15.11 15

0

10

20

30

40

50

60

70

80

90

100

93 94 95 96 97 98 99 00 01 02 03 04 05 06 07

Year

T û l Ö

t h Ê t t h o¸

t

( % )

0

10

20

30

40

50

60

70

80

90

100

T û l Ö t h Ê t t h o¸

t

( % )

TOTAL IMPROVED AREAS

Water Losses




KEY SUCCESS FACTORS – HAIPHONG EXPERIENCE

• Change in thinking and awareness.

• Have good plans and try to implement for all company is worth.

• Implement a pilot so that everyone can see the vision.

• Consider customer as the focal target to delivery service.

• Well implement loan projects, pay back and use capital effectively, create

confidence to lenders to attract capital source.• Create good relation with authorities and international organizations to win

their support.

• Create good relation among colleagues. Build up staffs’ trust, awareness and

commitment.• improve staffs’ living condition as they are respected and kept their mind on

company‘s work.



Haiphong now Expert Twin

• ADB program is abouttargeting 10 pairs of twins

• Program includestechnical visits , personnel,info exchange

• Process covers

diagnostic, work plan,specific subjects (NRWetc), targeted results, firm

agreements

Haiphong- Da Nang Twinning

coverageManagement Practices, personnel practices,

organizational arrangements, reduction of

NRWVisits between both Utilities May 08,

June, 08, July 08

Results to Date

Adoption of annual work planningFocus on upgrading MIS to focus on

KPI

Development of Customer

Management System

Application of telemetry for

distribution network

Meter calibration




Twinning Progress

Twinning Agreements:Haiphong – Da Nang, Viet Nam

Phnom Penh , Cambodia – Binh Duong, Viet NamMale , Maldives - Thimphu (Bhutan)Jamshedpur India– NWSDB (Sri Lanka)City West Water Australia – Cebu , Philippines

Ranhill Malaysia – Davao, PhilippinesDhaka, Bangladesh – K Water, Korea

Results from Phnom Penh

twinning with Binh DuongLower NRW from applying zoningCurrent NRW at 13.6%, targeting > 10%

Set up 24 hour customer service centre

Established training unit

Revised metering practices – reducedcommercial losses


Signing working minute with Danang WSCin twining program after visit HPWSC on 1August 2008




CHALLENGE & SOLUTIONS NEXT 10 YEARS

Challenge

• Potential pollution to watersources.

• Professional level and skill ofstaff.

• Expansion of the city and high

water demand.• High costs for applying

technologies in management &operation.

• Difficulty in sourcemobilization

• Helping other utilities

Solutions

• Project investment by waterrevenue.

• Saving costs, training and

optimization of technology

application

• Looking for local &

international sources

• Involve private sector in

building, management and

operation of facilities

• Using water networks like

SEAWUN and twinning to

provide support to other

utilities






Documents

World Water Week - Asia Day - Presentation HMHoa Presentation