Monitoring for Regulatory and Contractual Compliance: Systems

in South Africa

J de la Harpe, J Gibson, M DunguIRC Symposium, Addis Abeba

April 2013

Maluti GSM

MONITORING

MEASUREMENT COMPARISONIMPROVEMENT

EMBARRESSMENT

EMPOWERMENT

DATAANALYSIS

RECOGNITION

Private Sector ‘watchdogs’

-

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h-holds served

other bucket pit

tank sewer basic water

hh water

• There are 152 WSAs in the country • 5 Metro’s are significantly bigger than all other WSAs • 20 of the 21 DM WSAs are in the top 50 (h-holds)• We have a large rural challenge (25% of total h-holds)• Context varies considerably between categories of WSA• In rural areas O&M is largely funded by the National Fiscus.

Why is South Africa Relevant

WSAs that are DMshave to deal with the

legacy of the homeland system

DWSMF LogoOld homeland map

This Presentation

• Examine some of the systems:– Content of system– Output from system (example)– Observations

• Comment on ICT• Concluding remarks

There is ongoing improvement

Blue Drop (and Green Drop)

• A national log is published.• 98 bd’s out of 931 ‘systems’• Not clear what a rural scheme is:-

– No consistency in reporting• Only 1/3 of bd’s were achieved by WSAs on their own• No rural WSAs achieved any blue drop awards• Some that are ISO 9000 certified didn’t get BD status.• But… most importantly it has changed behaviour:

– Instilled new habits…– Nb… when it is a ‘no assessment ‘ year… there is no cue.

Auditor General

• Conventional audit process• Using the GRAP system• Not all accounting norms and standards are

sensitive to rural water supply realities• Example:- calculating inventory for two

neighboring WSAs:– One has 3 towns and 10 reservoirs– The other has 16 town, many rural schemes and

1,100 reservoirs

Regulatory Performance Management System

• Eleven KPI’s:-• Derived from the regulations in the water

services act

Regulatory Performance Management System

Regulatory Performance Management System

• In many WSAs much of the supply is through stand pipes.

• The conventional IWA water balance approach is not very helpful

Census 2011(monitoring functionality)

• Asked water supply questions– Do you have a municipal supply?– Was the supply interrupted in the last year?– Did it take longer than 2 days to re-instate the supply?

• Recent reports in the press (Business day 7/3/13)

– Extensive water services failures across the country– 2 provincial capitals have been affected.– The situation is even worse in rural areas.– “25% of people with ‘access’ do not get reliable service”– Largely attributable to poor maintenance .

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2 days

interruption

Percentage of h-holds reporting water supply problems

We see that the big rural WSAs are struggling

Interruption reported

Repair took > 2 days

Rural WSAs

Municipal Benchmarking Initiative

• The programme includes:-– Core indicators– Process benchmarking– Model company– Advanced statistics (DEA)– Comparison of metrics

Municipal Benchmarking Initiative

• Attempt was made to make it easy to participate– Tiered approach– On-line submission

• Disappointing submission of data to-date• The better resourced areas have higher levels of

participation– Organisations from rural areas submitted almost no

data.• There is better performance on the other aspects

of benchmarking.

Responding to a Contract

• Monitoring was guided by the contract• Very reliant on CBOs for data and observations• Focus on service, operations and finances.

– Quality– Availability– Quantity– Continuity– Servicing and maintenance– CBO performance

• We never really got on top of monitoring sanitation

9. Continuity of Supply

Village Dec-08 Jan-09 Feb-09 Mar-09 Apr-09 May-09Elliot Town 100% 100% 100% 100% 100% 100%Aliba 100% 100% 100% 100% 100% 100%Macangceni 100% 100% 100% 100% 100% 100%Nkunzaneni 100% 100% 100% 100% 100% 100%Taleni 100% 100% 100% 100% 100% 100%

Xonya 100% 100% 100% 100% 100% 100%Galili 100% 100% 100% 100% 100% 100%Lahlangubo 100% 100% 100% 100% 100% 100%New Rest 100% 100% 100% 100% 100% 100%Sidakeni 100% 100% 100% 100% 100% 100%Tsengiwe 100% 100% 100% 100% 100% 100%Upper Tsengiwe 100% 100% 100% 100% 100% 100%

Cala Reserve 100% 100% 100% 100% 100% 75%Lower Cala 100% 100% 100% 100% 100% 100%Tsengiwe 100% 100% 100% 100% 100% 75%

11. Mechanical and Electrical Service Record

VillageUnit

(descr) Nov-08 Dec-09 Jan-09 Feb-09 Mar-09 Apr-09 May-09Mhaga d S S S S S S SMphothulo d S S/I R/S S/R S S/I SNgxabani d S/I/R/M M/I/R S S S I/R/S SMaqwathini East d S S S S S SMazimeni West d S S S S S/R S SMazizini Booster d S S S S S/R S SQumbu d S S S S S S STshatshu d S S S S S STsolokazi d S S S S S S/I SAliba d R/S R/C/M S/I S/M R/S S SEngxingweni d I I I I IGalili d S S S S S S IGalili H/P d I I I I I I S Macangceni d R/S/M S/M/C R/I/M S S S R/SNdum-ndum B/H d I I I I I I I

Use and development of cellphones and GIS reporting

• We relied extensively on cellphones– Used missed calls to our area supervisors– This helped achieve the high continuity figures– The good thing is that cellphones are like ‘self maintaining

telemtry ‘ (remote sensing and reporting)• 2 GIS based reporting projects were undertaken • Both produced workable tools.• Both had very short lives……• In IT it may not be the ‘80/20 rule - it may be 99/1’

– When you think you are almost finished MOST of your costs are still to come.

Conclusions• Some systems are taken more seriously than

others…. WHY ????• Rural (big and poorly resourced) WSAs struggle

with sophisticated, complicated systems. • Recognise that you have to monitor at different

levels (ops – service delivery – corporate).– Don’t assume that the process will cascade.

• We must ask ‘who is empowered’.– We assume that monitoring is all for the common

good.– Recognise that there are vested interests.

Conclusions

• Beware of systems being vulnerable (dependant) on charismatic leadership

• Don’t confuse self assessments with objective monitoring.

• Beware of too many metrics– Don’t overload the people who have to collect the

data

Early departure(1 car on the road)

Later departure(10 cars on the road)

Critical Point(beyond which interaction matters)

Illustration:- travel time to the airport

Important things we do not monitor effectively

• Day to day functionality– Logistically this is difficult.– Why is there no political will around this?

• Servicing and maintenance of infrastructure– Losing control of important IAM.– The only measure is O&M spend in financial

statements.• These costs may not be collated and reported in the

same way.

MONITORING SYSTEMS CAN CHANGE BEHAVIOUR AND IMPROVE PERFORMANCE

Understand the influence of peer pressure

Napoleon

“A man will fight long and hard for a blue ribbon”

Kelvin

“To measure is to know”

“If you want to improve something, you must be able to measure it”