His Majesty King Abdullah II Ibn Al-Husseinmiyahuna.com.jo/uploads/pdf_files/annual_reports/2016_en.pdfEngineer Ghazi Khalil Hammash CEO Message Jordan Water Company - Miyahuna focused

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His MajestyKing Abdullah II Ibn Al-Hussein

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CEO Message

Our Vision, Mission & Values

Organizational Chart

Management Committee

Our Strategic Objectives:

1| Increasing Operations Efficiency

2| Improve the financial capability

3| Developing and sustaining institutional capacitie

Financial Statement

Management Contract for Water andWastewater Services/ Zarqa Governorate

Management Contract for Water andWastewater Services/ Madaba Governorate

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5

6

7

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32

34

42

48

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Engineer Ghazi Khalil HammashCEO Message

Jordan Water Company - Miyahuna focused its five-year plan (2016-2020) on three strategic objectives in a serious attempt to institutionalize it’s work based on scientific vision approach for directing the Company and its employees towards a clear solid road map.

Improving operational efficiency, water capacity and developing institutional capabilities for sustainability, are not just strategic goals but positive engagement titles that motivates the Company to think outside of the box towards efficient and improved water and wastewater service delivery standards to citizens.

Recognizing the urgent need to reduce non revenue water, and improve revenues as a result of reducing costs. The Company is seeking to enhance performance efficiency and capabilities, and use of technology, aiming at maximizing success opportunities in a framework of creation and innovation.

While Gulf grants and foreign aids have contributed to the advancement of Miayahuna’s development goals, the Company is striving towards more achievements.

In view of our absolute belief that the company is an inseparable part of society, we have worked to build bridges of communication with the community.

Despite of increasing numbers of subscribers, scarcity of water resources and high maintenance and operation costs, challenges are turned into real opportunities for success reflected in expanding Miyahuna’s service area to include Zarqa and Madaba Governorates in addition to Amman.

Relying on a solid foundation of professional expertise, Miyahuna reassures a bright successful future for excellence.

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Our Vision

Our Mission

Our Values

Commitment for excellence and effectiveness in water and waste water services provision to our customers

To enhance quality of life by providing all our customers with sustainable, efficient, and reli-able water and conserve the environment by adopting best techniques for waste water treat-ment.

Quality,Teamwork spirit, Loyalty, Innovation and Creation ,Transparency and Reliability

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Cheif Executive Deputy

Zara MaenWTP

Zai WTP

Communication & Water Awareness

Department

Quality & LabsDepartment

Supply &Purchase

Department

InformationTechnologyDirectorate

GISDepartment

ITDepartment

HumanResourcesDirectorate

PersonnelDepartment

Services & Safety

Department

FinancialAffairs

Directorate

AccountingDepartment

BudgetDepartment

Operation & NRW

Directorate

Water & SewMaintenanceDepartment

DrinkingWater

Department

Non Revenue Water

Department

Waste WaterTreatment

Plant Department Business Planning

Unit

TechnicalAffairs

Directorate

Planning & InvestmentDepartment

Research & Design& Spesification

Department

SupervisionDepartment

CustomerServices

Diretorate

SupportServices

Department

Jabal AlHussien

CS Department

Station & Wells & Vehicles

Maintenance Directorate

Internal AuditDirectorate

Legal AffairsDirectorate

Internal AuditUnit

Madaba Management Contract

Management Committee

Cheif Executive Officer

Zarqa Management Contract

Ras AlAinCS

Department

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ManagementCommittee

Management Committee Member

General Director of Jordan Electric Power Company

Eng Marwan Bushnaq

Deputy Management Committee ChairmanEng. Tawfiq HabashnehGeneral Secretary for Water Authority of Jordan (WAJ)


General Secretary of Ministry of Planning and International Cooperation

Eng Saleh Kharabshe

Current WAJ Secretary General, Holds BSc. in civil engineering, & MSc. in civil engineering/ water resources technology. Member in Jordan Engineers Association, American Engineers Association and European Arbitration Society. He is the Management Committee Chairman of Yarmouk Water Company, and Management Committee member in Aqaba Water Company.

Holds BSc. in mechanical engineering/Pakistan & MSc. in Health Engineering/Holland. He held several positions in Water Authority of Jordan and JordanWater Company Miyahuna. He got the Royal Order of Independence/third grade for his distinguished perfor-mance in water sector.He is a certified expert inwater, wastewater & mechanical engineering fields.

Holds BSc. in Civil Engineering,London 1961. Held several positions in Jordan Electricity Company, the last was Deputy General Manager. Member of severalBoard of Directors.

Holds BSc. in Mechanical Engineering/Renewable Energy, Florida. He worked as director for departments of Projects & studies at Ministry of Planning and International Cooperation, Assistant Professor at the Hashemite University & UN Secre-tariat for Climate Change. Member in several Board of Directors

Management Committee ChairmanEng. Khaldoun KhashmanGeneral Secretary-Arab CountriesWater Utilities Association (ACWUA)

Management Committee ChairmanEng Mohammad ArsalanChairman of Zarqa Chamber of Industry

Management Committee ChairmanEng Bassam Al-SageerinWAJ Secretary General Assistant for Water Affairs

Holds BSc. degree in civil engineering/ Pakistan 1980. Current Secretary General for Arab Countries Water Utilities Association/ ACUWA since 1/1/2009. Former Secretary General for Ministry of Water during 2006 – 2009. Member at several boards and professional associations.

Holds BSc. degree in civil engineering/1982 and MSc. degree in water and environment/ 1993 - University of Jordan. Current Assistant for Water Authority Secre-tary General for Water & Disi project. Held several positions including Disi Project Director and Assis-tant for Water Authority Secretary General for Technical Affairs.

Holds higher national diploma in civil engineering/Scotland-1984 & ordinary national diploma in engineering/ United Kingdom-1980. He held several positions including member of Jordan Chamber of Industry and parliament member during 2003 to 2007. Member at several boards.


General Secretary for Jordan ValleyAuthority

Eng Saad Abu Hammour

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OurStrategic Objectives

Increasing

EfficiencyOperations

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Increasing

EfficiencyOperations

• Increase the efficiency of operating water and wastewater utilities

- Increasing the rate of water supply in Amman to 520,000 m3/day.The figure below shows the annual increase in water supply of the Amman and the curve of the Non-Revenue water (NRW) percentage which reached to 37.5% in 2016.

Weekly water supply hours in Amman

• Quantities of water produced from external and Internal resources in 2014 and 2015 shown in the table below .

Resource 2015 2016

Water Pumped From ZAI WTP EM (189) 69,046,760 70,474,580

Khaw PS/Zarqa to Ein Ghazal (EM12) 213,280 254,260

Wala-Hidan/Madaba to Muntazah and Manga 322,204 286,577

Lajoun 0 0

Zara Maeen 31,662,776 34,088,784

DISI 100,000,928 100,014,004

Abu Zeighan TP to Deir Alla TP 1,694,380 2,620,981

Total External Sources 202,940,328 207,739,186

Total Internal Sources 28,716,617 30,223,739

Total Production 231,656,945 237,962,925

Total Outputs 48,157,752 46,199,079

Total Water Supplied 183,499,193 191,763,846

520,000m3Rate of water supply in Amman Per day in 2016

%41.90

%39.80

%36.8035.30

%34.30

%32.10 %32.10

%34.00

%37.60

%36.70%37.50

119,607,142

124,175,125

128,085,416

128,955,559

134,495,898

132,082,435

136,433,410150,911,597

180,196,077

183,499,193

191,763,846

%30.00

%35.00

%40.00

%45.00

60,000,000

80,000,000

100,000,000

120,000,000

140,000,000

160,000,000

180,000,000

200,000,000

2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016

m3

Year

584146

The hours of water supply to the most areas in Amman

South Amman Areas East and Central Amman Areas

* Ave. supply duration weighed by # of customers

North and West Amman Areas

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• completion of a study to improve the water supply situation in the northern Distribu-tion Zones (Dz 20,25,26,28)of Amman.

• completion of the isolated distribution Tariq area DZ27 and begin the process of Net-work rehabilitations, house connection replacement and the installation of meters at the entrances /feeder to the district areas .

• The expansion of the Dabouq pumping station has been completed through the project of improving the water supply system in the capital ( second phase ) which is supervised by the WAJ, which has the effect of improving the water supply of different areas (Khalda, Abunasir, Sweileh and UM shujirat.

• Improve the efficiency of water Networks by decreasing the leaks on main lines and house connections from 3.73 (leak / Km) in 2015 to 3.41 (leak/km) in 2016 .

Number of repair per km of network in 2015 and 2016 shown in the shape below:

No Water

62,204Leaks

70,120

Tankers

19,777Wastewater

43,191

Total complaints

583,614

2016 Total received calls (complaints) by call center

MainsRepairs

HouseConnections

Repairs

No of RepairPer KM

Water Network Length KM

All Repairs

Number of Repairper Km of Network

6,4195,943

25,99128,122

20162015

32,41034,065

3,413.73

2016

9,5229,4332015

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•Execute Two Tender (536,840 JD ) to support Maintenance Teams in order to install new water lines instead of the defective lines and tendering two tender with budget of (600,000 JD) .

•Restricting the illegal usage of water supplies in south Amman.

Annual Average Response Time - Hours / Complaint

7.35

5.945.9

4.8

7.6

3.9 3.93.7

3.4 3.3 3.33.2 3.3

2.7

4.4 4.3

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7

6

5

4

3

2

1

0 2006 2007 2008 2009 2010 20112000 2001 2002 2003 2004 2005 2012 2013 2014 2015

Hou

rs

• Filming 1500 meters of waste water network in Amman.

• Enhance the fleet of vehicles by procuring 7 sewer jetting vehicles.

• The contractor team continues the operation of south Amman WWTP for an-other year and miyahuna will be ready to operate the plant once the contractor finish the operation period.

• The project of rehabilitation of wadi al sir WWTP will be starting in the year 2017.

• North Amman waste water network construction will be starting in 2017.

WastewaterServices

2016

Preventivecleaning

- length M

10,260

Correctivecleaning

- length M

50,696#of complaintsin puplic part

19,118# of complains

43,191

#of complaintsin private part

763

Responsetime-Hrs

3

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- Keep & Maintain water quality within standards

• In order to ensure the preservation of water quality and to improve the effi-ciency of the water system, 48 Reservoirs were cleaned during the year 2016.

- Reduction the Non revenue water

• continue the work of Non Revenue water project( The Fixed Amount Reimbursement Agreement (FARA) project ) which is funded by the United States Agency for International Cooperation (USAID) with original amount of 30 Million USD which later modified to 60 Million USD to include the gover-norates of Amman, Zarqa, Madaba, and Aqaba. The FARA project in Am-man encompasses ten (10) distribution zones (DZs) with 238,722 number of customers.

Objectives:• Reduction of NRW to an acceptable level in the subject DZs. • Improved management of NRW to prioritise future investments• Set work priorities depending on monitoring and measuring NRW in distribution zones.• Designate two “Model” districts to Implement and monitor all aspects of NRW using ad-vanced technologies. • Build the capacity of Miyhauna in preparing performance based model tender documents for future private sector investment in NRW reduction.• Revised and established GIS and NRW procedures• Upgrading and Improving SACAD system to cover the primary and secondary water network in Amman and teriatairy system for the 10 DZs.• Conduct service-wide comprehensive subscribers survey (CSS) to correctly identify the geo-graphic location of Miyahuna’s customers and establish accurate linkages between the Billing System (X-7) and the GIS system. • Capacity-Building Activities (Gender-Balanced Workshops)

DZ-24 Um Othaina DZ-11 Qweismeh DZ-10 Abu AlandaDZ-08 Sahab DZ-01 Marka

DZ-39 Marj Alhamam West DZ-34 Wadi Elsier Upper DZ-33 Yadoudeh DZ-32 AL-Yasmeen DZ-27 Tariq

Customer

21,806

Customer

19,895

Customer

36,048

Customer

30,886

Customer

9,356

Customer

12,170

Customer

7,311

Customer

39,050

Customer

16,560

Customer

45,670

The FARA project in Amman encompasses ten (10) distribution zones (DZs) with (238,722) number of customers

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Achievements:

• FARA#1: Leak Detection and Mobile Maintenance EquipmentAmount: $1,305,450 USD- Completed the procurement 2 leak detection mobile workshops and 3 maintenance mobile workshops to increase the efficiency of Miyahuna’s staff and decrease response time of leak detection and pipe repair. - Installed 12 mechanical bulk district meters in FARA DZs to calculate accurately NRW levels.- Procurement of state-of-the-art leak detection and maintenance equipment to be used by Miyahuna’s staff.- Capacity-building of Miyahuna’s staff on the use of leak detection and maintenance equipment

• FARA#2: Comprehensive Rehabilitation Program in DZ- 27 (Tariq)Amount: $7,068,593 USD- Hydraulic analysis and computer modeling for DZ-27.- Districts and Distribution Zone Isolation (7 districts).- Procurement of pipes, fitting, and valves.- Comprehensive water supply network rehabilitation (Secondary and Tertiary Systems).- Replacement of mechanical residential water meters with ultrasonic water meter to decrease commercial losses.- Implement a set of NRW reduction activities such as Flow Balance (FB), and pressure management.- Designated district 27A2 as a “Model District” to carry out activities, studies and analysis of gathered data to assess the financial feasibility of NRW reduction programs.

• FARA#3: Customer Meter Replacement- Ultrasonic Water MetersAmount: $9,456,000 USD- Prepared and announced the procurement tender document locally and internationally to procure 60,000 AMR ready ultrasonic water meters and 1,000 electromagnetic water meters for Amman.- Procure additional 10,000 ultrasonic water meters for Zarqa and Madaba Governorates.- Develop Software &Supply of (55) Personal Digital Assistant (PDA) Handheld Units to enhance billing ac-curacies and efficiency.

• FARA#4: Comprehensive Rehabilitation Program in DZ- 33 (Alyadodeh)Amount: $4,652,364.50 USD- Hydraulic analysis and computer modeling for DZ-33.- Districts and Distribution Zone Isolation (10 districts).- Procurement of pipes, fitting, and valves.- Installation main feeders to enforce water supply network.- Comprehensive water supply network rehabilitation (Secondary and Tertiary Systems).- Replacement of mechanical residential water meters with ultrasonic water meter to decrease commercial losses.- Implement a set of NRW reduction activities such as Flow Balance (FB) and Minimum Night Flow (MNF).- Designated district 33E as a “Model District” to carry out activities, studies and analysis of gathered data to assess the financial feasibility of NRW reduction programs.

• Complete the adaptations of Miyahuna NRW action plan in Amman for the year 2016 by isolated and establish some districts .

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District No. Of Customers NRW %Initial Baseline New NRW%

27A1 9723

27A2 1499

Isolated not Established yet

27A3 111

49.4% 22.6%

27B 50


27D 2633


27E1 2140


27E2 4008


33A 1410


33B 1167


33C 3257


33D 998


33E 1143


33F 138

36.3% 24.7%

33G 568


33H 378


01A 8441


01B1 2852


01B2 1160


01B3 574


01B4 861


01C 2482

18.9%

01D 268


01E 1731


01G 121



Isolated Districts

Establishment Districts :

• Review the plan proposed by the project executor of the Arab Countries Water Utilities As-sociation ACUWA and backed by the US Agency for Development USAID, which aims to improve performance and reduce water losses in the capital, Amman, and to try to merge Miyahuna annual Action plan to ensure producing a range of operational and investment projects which will contribute to reducing water losses.

• FARA#6: Comprehensive Subscribers Survey (CSS) Total Amount: $3,844,539 USD USAID’s Contribution: $1,815,602 USD Miyahuna’s Contribution: $2,028,937 USD- Prepared the Associate FARA agreement.- Agreement was signed in January, 2017.

District No. Of Customers NRW %Initial Baseline New NRW%

28D 1241 70.0%

42A 155 64.0% 26.7%

42C 27 20.6% 20.6%

42D 75 22.5% 22.5%

42E 50 27.0% 27.0%

42F 40 47.0% 26.1%

44D 336 25.7%

32G 436

09A 32 65.0%

09B 232 51.0%

09C 80 63.0%

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• Maintenance Directorate was created; a new directorate for the maintenance of pump-ing stations, wells, vehicles & water treatment plants. Performed the maintenance tasks in Amman, Zarqa & Madaba.

- Enhance the fleet of vehicles & increase the vehicles’ availability through the following:

1- Rehabilitation of 16 vehicles (long chassis turks).2- Execution of 78 engine overhauls for different vehicles.3- Purchase of 7 brand new jetting vehicles, which are expected to join the fleet in the beginning of the second half of 2017.4- Purchase of 8 brand new water tanker, which are expected to join the fleet in the beginning of the second half of 2017.5- Execution of 407 job orders for preventive maintenance of vehicles.

- Increase of the availability of the pumping stations and reduction of the consumption of electric power and maintenance costs through the following: -

• Study the operational conditions for Shmeisani pumping station. A report was submit-ted to replace the pumping units to operate on VFD system, which will contribute in the reduction of energy consumption.

• Study the water supply for Muntazah Reservoir through Libb station and replacement of Madaba Reservoir’s pumps with new pumps to operate on VFD system and cancella-tion of Libb Booster. Tender was advertised.

• Rehabilitation and maintenance of electric panels for Mujeb and Zarqa Maeen stations.

• Implementation of Mujeb, Zara & Zarqa Maeen stations, where all available water resources were utilized and the production was increased to 5300 m3/hr in average.

• Study the relevance of the working pumps to the actual operation of Sokhna Booster in Zarqa in order to be replaced.

• Purchase of two horizontal pumping units for Muwaqar and Khashafia stations.

- The availability of equipments in pumping stations and wells and of vehicles was as follows:

Availability of horizontal pumping units 98.74%

Availability of water sources (wells) 99.43%

Availability of jetting vehicles and water tankers 84.5%

- Maintenance and re-operation of the sterilization system (UV) in Beren-Zarqa treat-ment plant.

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653,132Subscribers by the end of 2016

2009461,654

2010480,570

2011503,837

2012522,377

2013546,700

2014581,473

2015617,096

2016653,132

The increase in the subscribers between 2009 and 2016

113,000Mechanical water meters were replaced with Ultrasonic meters which delivered through the French loan, those meters are better than the mechanical meters in their ability to catch the low flow also Ultrasonic meters are all position meters where the accuracy of the meters is not affected by the installation method

in order to monitor the deployment of the project and to follow up the results meter replacement, a project monitoring web service is used, where the reading of Ul-trasonic meter is done remotely using Radio interface module and all the alarms in the meter are extracted to and then studied. Drive by reading was adopted as a pilot project in DZ 33 E. Maintenance of Old Mechanical water meters are being done at Meters Workshop that have been established in Miyahuna premises at Dabouq, the maintained wa-ter meters are tested on the test benches, that have been delivered to Miyahuna through the French loan, before re- installing them on site .

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• Amman IV Project to rehabilitate the tertiary system, including house connections, in Rasheed DZ 19, Kharabsheh DZ 21 and Khilda DZ13: Batch 1, 2 and 4 has been handed over and batch 3 is under the handing over process.

• Adaptation of Primary Distribution of Disi-Amman Conveyor project: The project is funded by French government. The Consultancy Contract was awarded in 8/2014 and com-menced in 11/2014; The Construction Contract was also awarded in July 2014 and the commencement date is 4 Jan./2015. The expected date to finish the project is 4/2017.

Project Name Project Description Project Cost

Progress (Physical and Financial)

Remaining(Time)

Water loss Reduction Amman IV

The project is funded by KFW (80%) and MYHN (20%) to rehabilitate part of the tertiary system in greater Amman (200 mm and below) in Rasheed DZ 19, Kharabsheh DZ 21 and Khilda DZ13. Locations were selected according to the number of leakages and repairs of tertiary system and house connections, population density, poverty and so-cio economic criteria.Total Number of H.C to be replaced about 7,100 HC

Total allocated project cost is 20M €, including 2,045 M € for consultant and the rest for implementation worksRegarding Batch 4 finance, approved to be covered from Amman III remaining.

100% of design is completed and the supervision is ongoing total amount paid is (2,563,415 €) . Construction projects are as follows:- Batch 1, 100% physical progress and 4,308,796 JDs was paid- Batch 2, 100% physical progress and 2,836,415 JDs was paid.- Batch 3, 98% physical progress and 2,941,408 JDs was paid- Batch 4, 100% physical progress and 3,121,354 JD were paid.

The project period is 40 months as fol-lows: Stage I: Engineering design and prepara-tion of tender document within 16 months (finished).Stage II: Construction Supervision during the implementation period (28 months), with overlap between the two stages.Construction projects is handed over for Batch 1,2 and 4. Batch 3: the committee started the hand-ing over process.

Adaptation of Primary

Distribution of DISI-Amman

Conveyor

Improve the level of service and water supply situation through net-work reinforcement and replace-ment in addition to other construc-tion work and supply.

Total loan budget is 45 M €.- Consultancy Services awarded value is 1,271,000 €.- Construction Project awarded value about 43 M €.- Supervision Contract awarded value is 681,000 JD, and totally financed by Miyahuna.

- 100% of design is completed and 100% was paid ( amount of 1,271,000 €) ,- Supervision Contract has com-menced in 11/2014, where the Con-struction Contract is commenced in Jan. 2015.- Expected date to finish the project is 4/2017.

• Construction stage:1. The Supervision contract has already commenced in 11/2014 and the expect-ed date of completion is 4/2017

2. The Construction contract was award-ed in 7/2014, and commenced in 1/2015. Expected date of completion is 4/2017.

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20162015Year

.Bids No(Estimated Bid value (JD.Bids No(Estimated Bid value (JDTransition TypeReceived

2911,622,800236,295,250Water

286,735,00027688,701Sanitation

281,438,955201,198,130Construction

1153,000Gulf Grant Bids

8519,796,755718,335,081Total

Table (6) - Bids Documents prepared by Design and studies Department

Table (7) – Number of the Received Transactions at Designs and Studies Department

Year Transition TypeReceivedReceived

Transaction

Completed Transaction

No.

Achieved Transaction

(%)

Transaction length (m)

2015Water 3899 3887 99.7% 330,087

Sanitation 729 703 %96.5 30,974

2016Water 3045 2983 98% 94,191

Sanitation 693 655 96% 61,106

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Table (8) Value and progress of various projects on 2016

Year Project Type Bids no. Bid Value V.O Bid value after change ExpenseFinancial

achievement (%)

2016

Misc. / Structural 4 158,827.5 - 158,827.5 32,806.7 21%

Water 5 1,217,395.5 - 1,217,395.5 227,461.5 19%

Water / House Connection 18 4,500,000.0 475,000.0 4,975,000.0 4,447,847.0 89%

Wastewater pipeline extension, Diversion

and backflow23 4,663,861.3 - 4,663,861.3 1,756,986.4 38%

Total in 2016 50 10,540,084.3 475,000.0 11,015,084.26 6,465,101.605 59%

Table (9) Gulf grant projects

Year Project Type Bids no. Bid Value V.O Bid value after change ExpenseFinancial

achievement (%)

2016

Water 5 3,336,425.00 71,000.00 3,407,425.00 3,303,464.54 97%

Pumps / Valves Replacement 2 4,203,675.00 215,000.00 4,418,675.00 4,080,051.67 92%

Maintenance / Rehabilitation of treatment plants

1 139,465.00 4,800.00 144,265.00 126,239.00 88%

Wastewater pipeline Extension, diversion &

backflow3 814,194.80 - 814,194.80 748,389.25 92%

Total in 2016 11 8,493,759.80 290,800.00 8,784,559.80 8,258,144.46 94%

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14,047,0893 The quantity of produced water in 2016 from

all treatment plants

The amount of water produced from Ras El Ain T.P with increase of 29% more than the quantities

produced in 2015

The amount of waterproduced from Wadi Al Seer T.P

m3

m3 m3

m3 m3

5,815,4504,369,410

The amount of water produced from Rusaifeh T.P

Providing of free of charge water for local community in RabiahM-hareb- Muwaqqar for watering

livestock

3,861,0701,159

Strategic object: Increasing Operations efficiency

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Producing quantities of drinking water from the treatments plantsand their Comprehensive Costs in Water Treatment Directorate

in 2016 compared with 2015 & 2014:

Ras Al ainT.P

2014 2015 2016Quantity pumped (m3)

Comp. Cost JD/m3

2,607,190

0.1257

4,518,270

0.1066

5,815,450

0.103

Wadi Al SeerT.P

2014 2015 2016

4,398,535

0.1112

4,334,225

0.1184

4,369,410

0.1099

RusaifaT.P

2014 2015 2016

3,797,990

10,803,715 12,461,135

0.0824

3,608,640

0.0889

3,861,070

0.0878

Quantity pumped (m3)

Comp. Cost JD/m3


Comp. Cost JD/m3


Comp. Cost JD/m3


Comp. Cost JD/m3


Comp. Cost JD/m3


Comp. Cost JD/m3


Comp. Cost JD/m3


Comp. Cost JD/m3

Total 14,045,930

The launching of the design, supply and in-stallation of sterilization and disinfection system using ultraviolet light project in each of Rusaifa and Ras Al Ain T.P on 10/11/2016, which will be finished within eight months.

Supervising the operation and maintenance contracts of Zarqa water Treatments plants (Zarqa desalination plant, the Al-Qunay’yah T.P and Berain T.P contract).

Re-operation and Maintenance of the (UV) unit in (Berain T.P), which has become at the required operating efficiency.

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69,325,240The water quantity Treated In

Zai T.P with average monthly amount

5,777,103

70,617,500The water quantity pumped to

Dabouq with average monthly amount

5,884,792

Increase in the amount of water pumped toAmman against 2015 water budget

With increasing rate of

5,067,1717.7%

4,856,651 The Quantity of pumped water

from Abu Al-Zighan T.P

cost of the pumped water to Dabouq

0.5689 0.5710The cost of producing one cubic-meterof water from ZAI T.P during this year

• Zai station passed the requirements of Technical sustainable system (TSM)

m3

m3 m3

m3

m3/month m3/month

JD/ m3 JD/ m3

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• The implementation of the comprehensive cleaning program for zai water treatment plant was twice a year

• The water production of zai station completely complied with drinking water specifications

• keep high level of availability and reliability for water treatment plants and Implementing preventive maintenance program with (5336) work orders for all Water Treatment Plants by using computerized Maintenance Management System “CMMS”.

• Replacement 1 Vacuum Circuit Breakers (VCB, 6600 V) type (ABB) for Starting Panel no. 1 in Zai Pumping Station no. 5.

• Replacement 1 Vacuum Circuit Breakers (VCB, 6600 V) type (FUJI) for Starting Panel no. 3 in Zai Pumping Station no. 1.

• Install new Auto Transformer for Starting Panel no. 1 in Zai Pumping Station no. 5.

• Install new Electrical motors (QTY 2) with capacity 3500 KW type (FUJI) for pumping unit nos. (1&3) in pumping stations nos. (3&2).

• Rewinding and install Electrical motors (QTY 2) with capacity 3500 KW type (FUJI) for pumping unit nos. (3&2) in pumping stations nos. (1&4).

• Replacement and install of Electrical motor with capacity 280 KW type (ABB) for pumping unit no. 3 in Intake station

• Complete heavy maintenance for 3 booster pumps in Zai Pumping Stations Nos. (4, 1&3), in pumping stations nos. (4, 3&1).

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Reaccreditation and expansion the scope of National Accreditation from Accreditation Unit (AU) to become the total number of test methods accredited nationally

58Stabilization and expansion the scope of international accreditation from the British Accreditation Commission (UKAS) to become the total number of test methods accredited internationally

18Two new test were added to the scope of wastewater chemical laboratories,The total Number of Tests in Miyahuna Central laboratories increased to be 97 tests (63 of them in the Drinking Water Laboratories and 34 tests in the Wastewa-ter Laboratories) by using 125 different tests method.

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Reaccreditation and expansion the scope of National Accreditation from Accreditation Unit (AU) to become the total number of test methods accredited nationally

58Stabilization and expansion the scope of international accreditation from the British Accreditation Commission (UKAS) to become the total number of test methods accredited internationally

18Two new test were added to the scope of wastewater chemical laboratories,The total Number of Tests in Miyahuna Central laboratories increased to be 97 tests (63 of them in the Drinking Water Laboratories and 34 tests in the Wastewa-ter Laboratories) by using 125 different tests method.

• Implementation the monitoring programs to keep the quality of water within the specifications of the capital Amman, where:

- Operational and regulatory programs has been implemented for drinking water to ensure the quality of water form source to customer tap where 79,930 samples were collected subjected to 382,335 tests in 2016.

- The percentage of complying for bacteriological samples collected from chlo-rinated sources was 99, 92 % and distribution system was 99.8 %, against 95% required by the Jordanian Standard.

- During 2016 Quality Section received 135 complaints with increase of 16% com-paring with year 2015 most of them were not real complaints after the field inspec-tion shows no quality problems, followed by complaints caused by turbidity and complaints were responded with an average time of 37.08 min

Turbidity19.26%

Odor0.74%

Nothing54.81%

Wastewatercontamination

5.19%

Categories of water quality complaints 2016

Internal problem20.00%

• Within the implementation of the management contract between Miyahuna Compa-ny and the Madaba Water governorate, the implementation of the regulatory program for Madaba as following :

- Regulatory programs has been implemented for drinking water where 1715 samples were collected subjected to 4221 field and Lab test implemented in Miyahuna Central Lab.

- The percentage of complying for Chemical samples collected from chlorinated sources was 100% and distribution system was 100%, also the percentage of comply-ing for bacteriological samples collected from chlorinated sources was 100% and distribution system was 100 %, during the time of implementation the contract for the year 2016.

- During the 2016, 9 complaints were received, most of them were not real complaints after the field inspection shows no quality problems, followed by complaints caused by turbidity and complaints were responded with an average time of 29.17 min.

- The cost of collecting and carrying out tests for water, wastewater and industrial wastewater in the holding area of Madaba 83,103 JD during the year 2016.

Categories Of Water Quality Complaints Madaba- 2016

Turbidity22.22%

Nothing77.78%

26

• Within the implementation of the management contract between Miyahuna Com-pany and the Zarqa Water governorate, the achievements were as following:

- Prepared program and implemented by the Quality unit for pump stations and treatment plants to control the regulations of the drinking water standard, where 1,123 samples were collected conducted to 2,943 field tests.

- 71 complaints were received mainly due to no quality problem. And complaints were responded with an average time of 24.56 min.

• In the implementation of the monitoring and operational programs for Wastewa-ter Treatment Plant the following was completed:

- Implementation the monitoring and operational programs for the stations of the Wadi Seer and Abu Naseer, Giza, south of Amman and factories connected to the wastewater network in the capital Amman, where 6,433 samples were tested in the wastewater laboratories, these samples subjected to 26,487 tests.

- mplementation of the monitoring program for the Madaba wastewater station where the number of samples collected (124) sample subjected to (735) tests.

Nothing75%

Salinity7%

Turbidity11% Wastewater

contamination7%

Categories Of Water Quality Complaints Zarqa 2016

• for Industrial and commercial Wastewater quality the following was achieved:

- Implementation of the monitoring program on 37 industrial and commercial facilities in Capital Amman where 872 samples were collected subjected to 4777 lab & field test, also the monitoring programs has been implemented for the factories that connected to wastewater net work in Madaba where 22 samples were col-lected from the Coca Cola Factory subjected to 148 test .

- Implementation of the monitoring program on 153 car wash stations within Capi-tal Amman.

- Grant approval for 8 new industrial & commercial facilities to connect to the sewer system

- Grant approval for 26 car wash stations

27

• Applying Cheques for deposit system and promissory notes in Amman, Madaba and Zarqa.

• Start implementing online payments through e-Fawatercom in Amman, Madaba and Zarqa.

• Applying an application for inspectors (inspection system) to submit new sub-scriptions and insert new house connections directly to the database from the field using tablets.

• Customizing the National Centralized Call Center to support customers across Jordan through a joined number (117116).

• Activating an SMS Service by which a massage is sent to the complainer as soon as the complaint is registered.

• Developing a system to allow maintenance crews to update complaints that are registered in the call center.

• Implementing a procedure to send SMS notifications to the concerned personnel in the ministry of water and irrigation and all water governing entities affiliated with it in case a complaint related to pollution or breaks is registered.

• Implementing a system for collecting dead debts.

• Creating software that generates the contracts automatically from the subscrip-tion data.

• Implementing software for meters replacements and developing a customized application for unread meters to facilitate the work of (jabies).

• Developing software that generates NRW reports based on the international standards.

• Enabling customers to update their information through screens and smart sys-tems established in all Miyahuna’s sites, and installing applications in the sites to provide better customer services.

• Implementing customer service automated solutions at all branches to facilitate providing any service with no need to return to head quarter.

24/7 117116Wate

r &

wastewat

er

Complaints

Call Center

• Upgrading the virtual environment to Windows server 2012 R2.

• Activating all links to ZARQA sites and connected them to Miyahuna Domain.

• Activating the Backup Network lines for Miyahuna’s main sites (HQ, Dabouq, Raselein, Madaba, Zarqa and Russaifeh).

• Installing new Backup Router to connect all Miyahuna’s sites with headquarters.

28

• Adding to the geodatabase a total of 239,597 meters of water lines and 8,717 water house connections.

• Adding to the geodatabase a total of 41,086 meters of sewer lines and 2،561sewer house connections.

• Updating 150 Routes in the geodatabase to connect it with subscribers’ database (X7) as part of the route updating project.

• Checking and coding water and wastewater as-built drawings as the following

- 29 water Projects.

- 3892water house connections.

- 39 sewer projects.

- 6215sewer house connections

- 23 as-built drawings sent from technical service directorate and maintenance offices.

• Surveying 29283 manholes in different locations

• Archiving 3841 water house connection and 4736 sewer house connectionas-built drawings

• Providing technical support for maintenance offices and other company directorates to detect hidden water and sewer networks using DGPS technology, (12 cases).

• Performing field inspection to solve any issues that emerge during updating of water and wastewater data.

• Verifying the accuracy of water and sewer projects submitted to GIS department through field survey. (4 projects).

9,522,465mTotal length of water network

in the geodatabase

160,366Number of water house

connections

3,147,288mTotal length of sewer

network in the geodatabase

43,115Number of sewer house

connections

29

Expectations:• Run the remainder of the distribution areas by design.

• supply The Reservoir of distribution areas ( DZ1, DZ2 , DZ3, DZ4, DZ5and DZ6) by gravity from Abu Alanda Reservoir after the completion and receipt the water supply system improving project in the capital (stage1, 1.5 million ) which supervised by the water authority and it wiil reduce the energy bill by 1.5 million JD.

• Review the water distribution program for Amman’s area to overcome the bottle-necks that have emerged in the last year and focus on providing areas by gravity as design.

• Review the Standard operation techniques for all distribution area to be ready as soft copy.

• Improve the Maintenance and operational activities for 2016/2017 by the following : - 375,000 JD proposed for renting backhoes (maintenance support ). - 262,500JD proposed for renting compressors. - 150,000JD proposed for renting laboures - 600,000 JD proposed for Network replacement and maintenance . - 820,000 JD proposed for reinstatement projects .

• 120,000 JD proposed for wastewater emergency projects.

• Reducing expenses while maintaining work productivity / efficiency at the same level.

• Enhance the fleet of vehicles by procuring 5 sewer jetting vehicles

• Treatment the problems of burying lines and manholes sewers located in the valley.

• 55 Reservoirs will be washed and cleaned during 2017.

• Sign the Associate FARA#8 and FARA#10 - Restructuring of 8 FARA Distribution Zones-Part 1 and 2. Amount: ($7,620100.50 USD). The work will include hydraulic mod-eling, installation of main feeders, isolation, pressure management, and sub-SCADA systems.

• Sign the Associate FARA#9 -Supervisory Control and Data Acquisition (SCADA) for primary and secondary network in Amman. Amount: ($8,600,000 USD) to upgrade the existing SCADA system and install new system for the 10 FARA DZs. The project will enhance Miyahuna›s capability to monitor and control the water supply network.

• Sign the Associate FARA#8 and FARA#10 - Restructuring of 8 FARA Distribution Zones-Part 1 and 2. Amount: ($7,620100.50 USD). The work will include hydraulic mod-eling, installation of main feeders, isolation, pressure management, and sub-SCADA systems.

30

• Enroll modern and high-tech equipments in the maintenance of pumping stations and wells, as Laser alignment equipments, IR thermometer, vibration meter, etc.

• Update and enhance the maintenance procedures manual. Measure the perfor-mance efficiency through KPIs specified in the work plan of the new Maintenance Directorate.

• Support and enhance the staff of the Maintenance Directorate, according to the plan of the new Maintenance Directorate.

• Rehabilitation of the vehicle maintenance workshop and Maintenance Directo-rate premises in order to provide the infrastructure required for the directorate tasks.

• Enhance the efficiency of staff of the Maintenance Directorate through holding technical and administrative courses and exchange of experiences.

• Increase the operational availability of pumping stations and reduce the con-sumption of electricity and maintenance costs through:

- Measuring the efficiency of all pumping stations in order to determine the possibility of reduction of consumed power. - Installation of brand new pumping unit in Muwaqqar station and Khashafiya Booster. - Rehabilitation of Shmeisani and Madaba reservoir stations. - Replacement of pumping units in Theiban Booster at Waala station. - Cancellation of Libb Booster. - Studying the rehabilitation of Tafeh and Marhab stations in Zarqa.

• Sign the Associate FARA#9 -Supervisory Control and Data Acquisition (SCADA) for primary and secondary network in Amman. Amount: ($8,600,000 USD) to upgrade the existing SCADA system and install new system for the 10 FARA DZs. The project will enhance Miyahuna›s capability to monitor and control the water supply network. Complete capacity-building activities for Miyahuna staff, contrac-tors, and consultants related Environmental Monitoring, Health & Safety, NRW Calculations.

• Implement a comprehensive Communication and outreach plan for the FARA projects.

• Sign the Associate FARA#9 -Supervisory Control and Data Acquisition (SCADA) for primary and secondary network in Amman. Amount: ($8,600,000 USD) to upgrade the existing SCADA system and install new system for the 10 FARA DZs. The project will enhance Miyahuna›s capability to monitor and control the water supply network.Conduct technical and financial evaluation of FARA#3 in anticipation of awarding the procurement contract.

• Sign the Associate FARA#8 and FARA#10 - Restructuring of 8 FARA Distribution Zones-Part 1 and 2. Amount: ($7,620100.50 USD). The work will include hydraulic modeling, installation of main feeders, isolation, pressure management, and sub-SCADA systems.

• Sign the Associate FARA#9 -Supervisory Control and Data Acquisition (SCADA) for primary and secondary network in Amman. Amount: ($8,600,000 USD) to upgrade the existing SCADA system and install new system for the 10 FARA DZs. The project will enhance Miyahuna›s capability to monitor and control the water supply network.Commence Associate FARA#4 activities.


• Sign the Associate FARA#9 -Supervisory Control and Data Acquisition (SCADA) for primary and secondary network in Amman. Amount: ($8,600,000 USD) to upgrade the existing SCADA system and install new system for the 10 FARA DZs. The project will enhance Miyahuna›s capability to monitor and control the water supply network. Complete the tender document and Commence the work of FARA#6 (CSS).


• Sign the Associate FARA#9 -Supervisory Control and Data Acquisition (SCADA) for primary and secondary network in Amman. Amount: ($8,600,000 USD) to upgrade the existing SCADA system and install new system for the 10 FARA DZs. The project will enhance Miyahuna›s capability to monitor and control the water supply network. Fin-ish all activities related to FARA#2.


31

• Complete the adaptations of Miyahuna NRW action plan in Amman for the year 2017 by the conducting of the following: -Reduce NRW percentage in dedicated establishment district to a level below 28%. -Establishment of (24) Districts that have been adopted within the Action Plan for 2016 with number of subscribers is about 33 000 subscribers, including many of the field surveys; physical and apparent losses.

• Adaptation of Primary Distribution of Disi-Amman Conveyor project:

The project is funded by French government. The Consultancy Contract was awarded in 8/2014 and commenced in 11/2014, The Construction Contract was also awarded in July 2014 and the commencement date is January 4th /2015.

Reduce water loss (NRW% reduction) as a preparation for receiving the DISI water, as well as maintaining the ground water, consequently MYHN through the Technical Services Di-rectorate intends to:- Follow up and supervise the implementation of the tertiary and house connection replace-ment projects - Follow up and supervise the implementation of Adaptation of primary distribution of DISI-Amman Conveyor” project.- Respond to capital investment program (CIP) reports which recommends reviewing the condition of the network to be ready before year 2016.- Improve the level of service in Madaba governorate.

• Improve the level of service within the set budget

- Respond to individuals, groups and investment projects for residential, industrial and commercial expansion through water and waste water extensions.- Serve the unsewered communities and get them connected to the sewer network to pre-serve the environment and the underground water source as well as extend the existing network, meet the customers’ demands and needs within MYHN service area.- Prepare a list of priority project and tender document- Continue updating all material specification used in water and waste water system.

• Continuity of production water which comply with the Jordanian drinking quality water standard and quantity.

• Providing the water treatment plants with a computer network to connect them to the internal company network.

• Study of Water resources Protection for Rusaifeh T.P to prevent contamina-tion and reduce plant shutdowns.

• To maintain the progress of work in accordance with the Technical Sustain-able System (TSM) requirement.

• Establish intake filtration treatment plant instead of Al Arda station

• Continuity of production water which comply with the Jordanian drinking wa-ter standard quality and quantity.

• Rehabilitation of sludge drainage system in intake pump station.

• Maintenance of sedimentation basins in Abu Alzighan.

• Improve the quality of zai production water by using UV plant

• Implementation of noise reduction project in pumping station no. 4 to keep safe environmental conditions for neighbors.

• Update Maintenance procedures manual and measure performance indica-tors through specific performance indicators.

• Purchase new Electrical motors with capacity 3500 KW type (FUJI).

• Install new chlorine evaporator in Zai WTP.

• Install new sludge pumps (QTY 2) at Zai station sedimentation basins.

• Install new flocculators (QTY 2) at Zai station sedimentation basins.

32


Improving the

CapabilityFinancial

33


Improving the

CapabilityFinancial

• It is possible in cases where the House is closed that the subscriber takes photos for the bill and for the meter that shows the reading and the serial number and send it to Miyahuna via Whatsapp application.

• Walk by Remote reading adopted to read the installed ultrasonic meters and this reduce the number of reading assumptions based on the average consumption in cases where the house is closed and the meter is inaccessible, also reduce the er-rors in reading.

• The installment program had been developed that include both checks and bills of exchange on the system which permit us to insert all information related to the installment process on the accounts.

• Reactivate the electronic payments using visa and master cards that have been deactivated because of fees. After setting agreement with the concerned parties on the fees.

• The chemical materials cost/m3 pumped to Dabouq was 0.0381 JD with decrease of 1.8% against budget which saved 49,432 JD from annual Budget.

• The Quantity of Pumped Water from Abu Al-Zighan T.P to Deir Alla was 2,620,981 m3 pumped

• Increase availability and reliability for pumping stations and reduce energy con-sumption and maintenance costs by:

- Install new booster pumps (QTY 2) in pumping stations nos. (2&4) through the gulf grant and achieve yearly money saving more than 300 thousand JD.

• 162,105 meter of new constructed pipes with different diameters and material in the distribution in Capital Amman were tested, and The Total income for Tests was 25,665 JD.

• 20,916 meter of new constructed pipes with different diameters and material in the distribution in Madaba were tested, which conducted to 148 field and 70 bacte-riological tests, and The Total Tests cost was 2,375 JD.

• 175,956 meter of new constructed pipes with different diameters and material in the distribution in Zarqa were tested, which conducted to 576 field and 271 bacterio-logical tests, and The Total Tests cost was 12,373 JD.

Expectations:• Expanding warehouse for chemical materials in Zai W.T.P.

• Increase the level of availability and reliability for water treatment plants and reduce electric power consumption and maintenance costs through the following:

- Examine Zai pumping stations efficiency and prepare plan for energy saving.

- Rehabilitation of 4 pumps in Zai pumping stations to achieve yearly money saving more than 500 thousands JD.

• Stabilize both the national and international accreditation of test methods carried out in the Miyahuna Central laboratories.

• Adding new tests and test methods for the scope of laboratories work.

• Adding new areas on the monitoring program, according to the requirements of the work at the company.

34


Developing andsustaining

institutional Capability

35


Developing andsustaining

institutional Capability

• Implementation of the work of monitoring and control water network system project (SCADA phase II) in order to be transferred to control center (SCADA Amman) to monitor water systems and follow-up of water leakage throughout (real time leakage detection).

• Installation a CCTV system for all Miyahunas Reservoirs and locations and conduct it with SCADA Amman .

Increased Subsribers

• The table below shows the number of water applications for the years from 2012 to 2016

Number of water applications

applicationsexecuted

Number of waterapplications paid

applicationsexecuted

Number of waterapplications paid

Number of water Year applications

receivedYear

2286523018267292012

2555726166311392013

3602536242495722014

3237434226437422015

3487732330389222016

• For the years 2013-2016 the ratio of increasing in the number of applications compared to 2012 are shown in the table below:

Ratio of Increasing in water applications

Ratio of increasingin number of water applications that

have been executed

Ratio of increasingin number of water

application paid

Ratio of increasing in number of application

received

Year

Reference pointReference pointReference point2012

+12%+14%+16%2013

+58%+57%+85%2014

+42%+49%+64%2015

+53%+40%+46%2016

• Regarding the waste water applications:

- Number of new premises connected to the waste water network equal 3621 which represents 12% increase comparing to the last year.

- Miyahuna have find technical solution to solve 270 Sewer backflow problems.

- The specification of the tenders was applied also for House connection on order to raise the quality of the implementation

- Workshops have been held to the contractors to increase the efficiency of the work .

36

Introduction:Human Resources Directorate is considered as the linking circle between manage-ment & employees. It supervises this human capex in all activities like managing & planning human work force, by providing the company with qualified candidates, mon-itoring all procedures related to HR policies by developing, implementing, and super-vising existing and new policies and procedures. Also it carries on acquisition, recruit-ment, planning, appointment, training, developing and increasing their efficiencies, employee relations, communication skills, developing work procedures and ensuring its accuracy, complying laws, and providing suitable & healthy environment, and offer-ing all services required to support other directorates, to achieving company’s Vision, Mission, and Goals.

HR Directorate contains 2 departments:- Personnel Department- Services, Safety Department

Personnel Department includes the following sections:• Recruitment & Manpower Planning Section: which is responsible of fulfilling com-pany needs of qualified workforce to fill the available vacancies by online applications from HRMS or paper applications. Applying recruitment policy & procedures to con-tinue the whole process by making the entry medical checkup, interviews, and choose the appropriate candidate, and then documenting all required information on system. Also updating policies & procedures as work requirements to ensure the ideal acqui-sition of qualifications.

• Staff Affairs Section: this section regulates the relation between the company & the employees from starting day till the end of service, by applying staff affairs polices and fairly and documenting employees’ information and actions such as days off, discipli-narians after checking it. Also checking up employees’ monthly financials like sala-ries, overtime, and monitoring employees’ attendance, issuing daily reports, activating employees on HRMS.

• Compensation & Benefits Section: updating organizational structures of the com-pany on a monthly basis and in accordance with any modifications made during the year, also working on the performance evaluation as well as the salary management in terms of preparation and updating of the salary scale in the company and control, assuring suitable salaries comparable to inflation and market rates. Also follow up on incentives and linking budgetary allocations. Preparation of job descriptions and all the analysis and job evaluation related, including replacement and career and incen-tive plans, and public and private health insurance and life insurance.

• Learning & Development Section: determining employees training needs depend-ing on job titles with cooperation with other directorates to preparing Yearly Training Plan, and executing it through the year. To develop staff and qualify them to get new knowledge by the latest technologies, and to increase the productivity. Also the section is responsible of preparing policies & procedures which motivate employees to learn new things & excel in their specialization.

The other department Service and Safety includes the following sections:• Administrative Service Section: trying to fulfill the needs of the company and em-ployees through field visits and applying appropriate standards of work environment which suits the company and its employees and its image in the eyes of its guests and customers. This will lead to increase efficiency and increase performance and also reduce costs.

• Occupational Health and Safety and Security Section: this section is responsible of employees’ safety & security by periodical site visits for all locations, ensuring the safety policy is applied, and reviewing all needs and treat it by priority by studying and analyzing work risks, and providing all possible ways to reduce work accidents to arrive to “zero- accidents”, and as our slogan states “safety first” we aim to provide healthy & secured environment.

Developing & increasing efficiency of using Human Resources

37

And as HR Role is connected with company’s strategic goals and strategic initiatives, and to complete this role by many directions, and according to the initiative “Updat-ing & Developing Organizational Structure & Implementing output of new approved or-ganization chart”, many directorates’ organizational charts were reviewed and updated according to new work requirements which will contribute in increasing the quality of services and these directorate are (Operations & NRW Dir, Production & Quality Dir, Customer Services Dir).

And according to the initiative “Developing & Increasing efficiency of using Human Re-sources” which includes many aspects such as updating & modifying policies and pro-cedures which helps in simplifying work procedures and serve employees and company too. Recruitment policy was updated & approved by the Board of Directors which includ-ed the participation of Civil Service Bureau member in all interviews, also advertise on all the available vacancies in local newspaper with duration 2 days, also compensation & benefits policy for new hires was updated by distributing benefits gradually to new comers on 4 years, and also overtime policy for 2016 was updated.

And as for new compensation for employees, the COLA allowance was granted to all active staff and updated to become (80) JD from 01/01/2017 with total cost of (406,560) JD. The annual increase was given with maximum percent (5%) related with appraisal, punishments, and actual working period. And also updating the child allowance for the targeted female staff who have children in age (4) years instead of (3) years with ap-proximate total cost (19,796) JD. And also the salaries average was increased by (2%) from the previous year as it shown in the following chart:

596 610

625

450

500

550

600

650

2014 2015 2016

Salaries Average

JD

38

And according to manpower distribution which includes hiring, transferring, promotion, and different job transactions, the following chart shows a comparison of such transac-tions for the last 3 years (2014-2016):

With regards to Miyahuna’ Staff who has got rare experience in water & wastewater quali-fied with both scientific & practical side, Miyahuna tries to keep all of these qualified forces, so the retention rate is (97%) which is near from the previous years.So the age average for 2016 is (40) years old, female percent is (10%) of total employee numbers and male percent is (90%) of Gender distribution.

Miyahuna is concerned in scientific qualifications and always encouraging staff to get higher qualification, the below chart shows the qualification distribution for 2016:

2014

2015

2016

90%80%70%60%50%40%30%20%10%0% 0% 0% 1%

4% 10%18%

9% 11%21%

85%

60%

81%

Manpower Distribution

Lateral Movement Demotions Promotions New Hires

30.2%

1.7%

17.4%

28.8%

21.8%Qualification Distribution 2016

Higher Education

Bachelor

Diploma

High School & Vocational

Basic Education

Turnover rate shows decreasing by (16%) from the previous year, and the below chart shows comparison for years (2014-2016):

Regarding to automating processes by applying HRMS system in most process-es, to ensure quality accuracy AND rapidity in all services. HRMS was finally fully delivered, and a yearly maintenance contract was signed from (11/2016). Also CCTV System was activated in most locations and the tracking system.

According to the training and development side and qualifying staff to increase their efficiency, and to retain them. Qualifying staff by getting local & internation-al certifications was vital, the following are the achievements of training for 2016:

# of Trained Employees as training side

Internal External

26 (6%) 427 (94%)

Total Trained Employees 453

#of Course as training sideInternal External

3 95

# of Trained Employees as training cost

Paid Free

353 (78%) 100 (22%)

Total Training Cost 79,280

Total Training Hours 12,949

# of Approved Hours 462

# of Certifications 12

10%

8%

6%

4%

2%

0%

3.16% 3%

2014 2015 2016

3.45%

Turnover Rate

39

Below the achievements of safety and occupational health and security for 2016:

Who Inspect # of VisitsRisks Category

High Middle Low Nothing

Safety Division 1,911 2 63 1,120 726

Security Division 1,408 0 43 814 551

Total 3,319 2 106 1,934 1,277

Work Accidents 2014 – 2016

Year # Work Accidents Days offFrequency

RateSeverity

RateAbsence

Rate

2014 19 848 5.69 253.89 45

2015 16 683 4.85 206.97 43

2016 25 521 5.83 166.56 29

Many agreements were signed like the agreement with the union of food industries workers for the period of 2 years from 01/01/2017.

And on the other hand to offer the best services and benefits for all Miyahuna Staff and Management Contracts, Miyahuna insists on getting the best offers of mobiles, Internet, Tracking system, and serve Company’s Stations with yearly total amount (86,769.78) JD to facilitate communication between employees to achieve targets promptly and efficiently.

Strategic Initiatives: Providing Safety Environment for Miyahuna Company and Staff and all its Utilities:

As one of the main roles of HR is to find safe and secured environment to employees, through maintaining offices to meet work needs such as (Readers/ Aljalel Complex, Customer Service/ Zarqa, Tareq/ Zarqa, Maintenance and Collection Beren,,,etc), also maintenance for some buildings and locations such as (Call Center to change it to central call center, Sewage building/ Ain Ghazal, East Amman Maintenance Section and NRW Department, South Amman Maintenance Section, and some Sta-tions in phases..etc), and also periodical Maintenance for all buildings and loca-tions such as (HQ Building, House Connection Section, West Amman Maintenance Section, Ras Al Ain Customer Services Department, Marka and Sweleh Collection Offices).

And as our slogan states “safety first”, this appears in applying periodical inspec-tions visits, to check all locations and vehicles, distributing safety tools and deliver it for all new employees or as needed. Also making periodical medical checkups and giving the required vaccination from 10/06/2016 and as the prepared program.

Also with coordination with the outsource specialized firms such as (Extinguishers and alarming system, medical checkup and vaccination contract). Also other agree-ments like (paper recycle, Call Center Condition System, Rodents, Cleaning, Instal-lation Glass gates, Conditions Maintenance …etc) and all of them are continuous.

On the other hand in coordination with Amman Greater Municipality to keep the green environment, Miyahuna recieved (2,000) tress to plant different reservoirs, pump stations, wells, and other appropriate locations.

40

Communications and Water Awareness

Miyahuna keeps spreading its news and awareness massages through its various ac-tivities targeting all community categories in the three governorates Amman, Zarqa, and Madaba. On the 24th of May a big event took place in Jawa Customer Service Office, in which nearly a 100 of local citizens benefited from the informative presenta-tions given by specialized Miyahuna staff. Also gifts and brochures were distributed to the attendees.

Celebrating the birthday of his majesty King Abdulla the second, another huge open day was conducted in Al Russiefeh Customer Service Office. Emphasizing good prac-tices in water conservation and wastewater use, 250 visitor of the local area received water saving tools and many other gifts and publications.

Our young generations had a significant part in the Communication and Water Awareness activities. Four elementary schools of boys and girls were visited. Inter-action was relatively very high with 520 student, and school bags were given away with informative and awareness letters. Older grades of secondary schools were also reached in 8 schools in Amman, Zarqa and Madaba in which 420 young girls and boys contributed in designing awareness brochures and leaflets.

Also another message was said out loud which is the importance of reporting any damages seen in water and wastewater networks, or about water robbery. And to be cooperative with maintenance teams who are working in their area. In these sessions 640 citizens of men and women attended in coordination with our partners from local community institutions such as Amman Municipality and Palestinian Affairs Depart-ment and many others. Miyahuna has participated in the Annual Children Festival in Zaha Cultural Center on the 24th of June, activities included contests and prizes.

Fifteen publications were distributed in 2016 of nearly 183 thousand copies. Among which were children stories, brochures, stickers and games. They were distributed through our activities and through hand to hand by our field employees.

In terms of supporting the outreach of externally funded projects especially for US-AID Project for Reducing Non Revenue Water, Communication and Water Awareness reached out to 75 women of Tariq citizens explaining the scoop of the project the main goal, and what is expected of them as citizens in direct contact with construc-tions. And since Tariq was the first phase of the project, an enormous event was held in Tariq Customer Service Office to communicate with 450 citizens there who were very excited and responsive.

Speaking of internal communication, employees interacted through our electronic newsletter where they can find news, entertainment, and personal updates about individuals. In Ramadan 993 employee participated in the contest designed for this particular month. Seventy winners of male and female employees received their prizes from the CEO in an internal celebration.

1440

183

15

2400

1500

420

1000

ألش

2520

(Open days)

childpublication

Internal comm

Visitors

Youngs

Direct Communication with different target groups

In Figures

All ages

women

BrochuresDistributed

41

Expectations:• Rehabilitation for all CIP SCADA system (local SCADA), that contained 7 project (C2, C5, C8, C9, C10, C14, C15).

• Create a monitoring and control system (SCADA System) for all FCVs and instru-ments which are installed in Amman water improvement Phase 1&2 projects.

• Create a monitoring and control system (SCADA System) for Daboq Pumping station.

• Updating and modifying all policies, rules, instructions which are related to the inter-nal Law of Company (Reengineering Administrative Processes).

• Activating manpower plan and fill most of the vacancies.

• Setting up succession Plan and implementing.

• Activating HRMS and Mena Me systems in all company’s directorate in percent (100%).

• Building up qualified & certified training center for Miyahuna Company.

• Covering most of locations by CCTV’s System.

• Building up virtual training center for Work Accidents in Ain Ghazal Location.

• Finding suitable Building as the Standards to meet the required needs and preserve environment (Green Building), by announcing for a Bid for civil works.

• Rehabilitating some buildings and locations such as (Naour Maintenance Office, Marj AlHamam Customer Services, some locations of Zara Ma’en Pump station, and continu-ous phases of stations rehabilitation).

• Creating movement Workshop for preventive maintenance.

• Preparing gallery for safety & Occupational Health Tools in Zai & Madaba Locations.

• Building up medical clinic for Miyahuna and appointing medical staff as Labor Law requirements.

• Setting up control room to connect all CCTV’s System.

• Covering all water resources by CCTV’s System.

• Activating emergency and Evacuation plan.

• Keeping on first Aids Tools in all Company Locations.

• Giving most of employees and Management Contracts Safety Courses.

42

Management Contract for Water and

Wastewater ServicesMadaba Governorate

43


Wastewater ServicesMadaba Governorate

98% of Madaba Governorate is connected to water network, and 65% of Madaba city is connected to wastewater network.

Population

190

Area

1000

Water consumption

135

Water supply

9,1

per capita

Km2

thousand

Mm3

Total Water Subscribers

MadabaTheiban25,3355,857

31,192

28,073

15,463

Registered Subscribers

Active Subscribers

WastewaterSubscribers

44

Water supply

• Madaba Governorate is supplied with water from (15) wells in Al-Wala & Al-Heidan basins(new wells with special specifications Al-Heidan 17,18 was operated in year 2016 with production capacity of about 700m3/h), with high water quality. The production capacity is about 2800 m3/hr, currently 1000 – 1500 m3 /hr are used according to needs.

• Purchase of spare submersibal pumps for the wells and store them in ware house .

• Total water supply for Madaba Governorate in 2016 was (9.1) million m3 .

• Partenership with private sector to work on saving electricity by rehabilitating the Walla & Lib stations , the project strated operating on January 4,2015.

Operation and Maintenance:

• Due to water turbidity occurrence during winter season, water pumping from Madaba wells stops and water is supplied from Amman resources.

• Implementation of monitoring programs for different sites and resources.

• Follow up of water quality complaints according to Miyahuna’s water quality policy.

• Periodical water samples collection from water resources, network, collective reservoirs and wastewater trearment plant. Samples are subject to operational, monitoring and evaluation tests, implemented by Miyahuna laboratories resulted in the following:

* Drinking water:

- (1715) water sample undergone (4221) laboratory and field test at Miyahuna laboratories

- Percentage of complying bacteriological samples from chlorinated resources was 100%.

* Wastewater & Industrial water:

- (123) samples collected from Madaba wastewater plant were subjected to (735) tests within the monitoring program

- (22) samples were collected from Coca Cola factory, undergone (148) test

WaterComplaints

Average response time Average response time

HourHour HourHour

Breakage and leakage complaints Water unreceived complaints

20162015

3320162015

3522

42.335.8

47.545.143.951.128.6

20.627.623.420.6

42.5

38.041.7

55.353.9

20.216.2

16.716.114.719.510.5

15.3

31.7

55.843.2

59.5

41.650.7

57.4

31.424.328.9

16.9

9.5

Year 2016 Year 2015 Year 2014

Average of leakage time in 2016 (3) hours

2.53.13.02.93.9

2.93.52.62.42.42.12.5

2.52.12.23.2

3.02.92.63.3

2.53.43.12.7

2.9

5.65.34.34.06.0

7.18.5

7.37.37.67.8

Year 2016 Year 2015 Year 2014

leakage repair response time

45

Non-Revenue Water decreased as a result of :- Actions taken to control and correct subscribers water meters:

* Reseal (7070) water meters to avoid any manipulation.

* Replace (2286) water meters.

* Improving billing procedure.

- Inspection and control of illegal uses, (396) cases were detected .

-Solve pipe breakage and leakage complaints (3 hours).

-Improving administrative and legal procedurs .

- Implemnting water pipelines and improving water network.

- Calculation of water losses by main regions .

NRW% percentage

39.4%40.8%36.8%51.6%

- Reduction in energy consumption for production of 1 m3 of water in 2016 droped by 22% compared to base year

Energy Consumption per one m3 (kwh/m3)

Achieved in

2015Achieved in

2015Achieved in

2014Base years

average

2.952.973.153.77

- NRW% decreased in 2016 by 24 % compared to base year

Achieved in

2016Achieved in

2015Achieved in

2014Base years

average

2919314295543730001792873522

305168863084996134022439

40346075

2016201520142013

Cost (JOD) Energy Consumption (Kwh)

46

Customer Service• Continue correcting and updating subscribers data on (X7) billing system

• Activated billing percentage reached 98.2% due to improvement of billing works and accu-racy in meter readings, using handheld units to issue & distribute bills, in addition to docu-mentation, sealing of water meters and replacement of out of service ones.

• Supervise the implementation of new subscriptions and improve implementaion procedures.

Collection Ratio

Value of remnant water payments.

89%102%102%64%

3.96million JD

Collection rate increased in 2016 by 40% compared to baseline yearsTechnical Affairs and Information Technology• Preparation of water and wastewater tender documents, tendering and assign-ing and follow up implementation.

• supervising the projects of water and sanitation under implementation .

Illegal uses

Achieved in

2016Achieved in

2015Achieved in

2014Base years

average

Statment 2015 2016No. illegal use discoverd 415 396

Estimated water quantities

69,762 144,352

Estimated Values (JD) 75,735 233.430

The values of paid (JD) 76,625 80,762

Billed and Collection

معدل سنوات األساس 2014 2015 2016

)دینار(تحققات وتحصیالت اثمان المیاه

التحققات

التحصیالتBilledCollected

Base years average 2014 2015 2016

47

Financial AffairsOperating cost coverage ratio

Base year,%%,Cost recoveryExpenses, JODRevenues, JODYear

48.13%

49.63%450257522346802011

49.28%439655921664742012

45.49%479221121798902013

70.01%529133537043082014

72.47%535127338778702015

86.81%530301546037332016

• The percentage of operational cost coverage reaches 80 % Comparing with base year.

Financial situation

* Considering subscribers water owed prices

Before Miyahuna After Miyahuna

Statement (2011،2012،2013)Base year 2014 2015 2016

Collection 1,836,436 3,759,181 3,890,093 4,119,752

Operating expenditures 4,563,782 5,291,334 5,351,273 5,303,015Deficit to be subsidized

by WAJ - 2,727,346 1,532,153 1,461,180 -1,381,362

cost coverage ratio 40 % 71 % 75 % 78 %

- There is stability on operating expenses.- Noting that in case of ignoring the effect of raise in electricity tariff in 2016,which is (557000) JD .- In the case of adding the effect of electricity traiff and the natural increase in expenses , and in the absence of management contract the deficit was estimated about 4.3 million JD

Financial effect due to NRW reduction in 2016

Finacial effect due to less electricity consump-tion per m3

650,000JD

700,000

Total employees per thousand subscribers

6.82015/12/31

6.952014/12/31

9.772013/9/30

value of financial saving, due to NRW reduction by 12.2% compared to base years, where price of produced water is (0.59) JD/m3

Finacial effect due to reduced consumption of electricity from (3.77 kwh/m3) in average base years compared with (2.95 kwh/m3) in 2016

- -

5.82016/12/31

JD

48


Wastewater ServicesZarqa Governorate

49


Wastewater ServicesZarqa Governorate

• Miyhuna Company assumed the responsibility of managing the water and sewage services in Zarqa Governorate as of 01/01/2015; according to the management and operation contract signed by the Water Authority and Jordan Water Company (Miyhuna), for the aim of promoting the service level provided for the citizens in Zarqa Governorate.

• Zarqa Governorate is the third largest governorates of the Kingdom in terms of population. The Governorate is administratively divided into the following districts and counties:

- (Zarqa Metropolis/Ruseifa District/Hashmiah District) - Ad-Dulail County/Birayn County/Al-Azraq County).

167Total number of

water subscribers

thousand 78,38%Registered in the sewage

system

• The Governorate is provided with water from the following sources:

- Internal Sources (Zarqa Governorate Wells)

- External Sources (Amman).

50

Organizational Structure

Chief Executive Officerof Miyahuna Co

CEO Assistant of ZarqaWater Management Contract

Internal ControlUnit IT Unit

Water AwarenessUnit

Water Quality Unit

OperationsDepartment

Customer ServiceDepartment

Zarqa Waterand SewageDirectorate

Ruseifa Waterand Sewage Directorate

Stations, Wellsand Vehicle

MaintenanceDirectorate

ZarqaCustomer Service

Directorate

RuseifaCustomer Service

Directorate

HumanResourcesDirectorate

TechnicalServices

Directorate

Water AffairsDirectorate

Water lossUnit

Item 1st Quarter 2nd Quarter 3rd Quarter 4th Quarter Annual

Produced Water (A7) 10,047,552 11,104,475 11,363,423 10,221,315 42,736,765

Incoming Water (A8) 5,472,738 6,024,874 6,880,933 5,475,089 23,853,634

Outgoing Water (A9) 872,144 1,157,578 1,180,268 987,394 4,197,384

Net Supplies 14,648,146 15,971,771 17,064,088 14,709,010 62,393,015

51

0

20000000

Q1 Q2 Q3 Q4

2016كمیات المیاه لعام المیاه المنتجة المیاه المستوردة المیاه المصدرة

m3

100000001500000020000000

Q1 Q2 Q3 Q4

2016صافي تزوید عام

صافي التزوید

m3

Item 1st Quarter 2nd Quarter 3rd Quarter 4th Quarter Annual

Produced Water (A7) 10,047,552 11,104,475 11,363,423 10,221,315 42,736,765

Incoming Water (A8) 5,472,738 6,024,874 6,880,933 5,475,089 23,853,634

Outgoing Water (A9) 872,144 1,157,578 1,180,268 987,394 4,197,384

Net Supplies 14,648,146 15,971,771 17,064,088 14,709,010 62,393,015

Operations Department

Stations, Wells and Maintenance Directorate

62,393,015Net Annual Supplies

m3

94,707,600 Energy Consumed in Pumping Operations

kwWater Amounts for 2016 (m3)

Incoming Water Outgoing Water Produced Water

m3

Net Supplies for 2016 (m3)m3

Net Supplies

52

Leakage Q1 Q2 Q3 Q4

Actual Repair R T

Actual Repair R T

Actual Repair R T

Actual Repair R T

M L (D25) 838

4.6

661

12.1

702

6.1

715

3.9H C (D 26) 3976 3408 3480 3525

TOTAL 4814 4069 4182 4240

TOTAL Main Line (ML ) = 2916

TOTAL House Connection ( HC ) = 14389

TOTAL Actual Repair = 17305

* RT: response Time

Water and Sewage Directorate(Zarqa & Ruseifa)

Number of Water Complaints

0

2000

4000

6000

Q1 Q2 Q3 Q4

LeakageActualRepairML HC

Leakage Response Time = 6.5

Response Rate for Complaints

3.5 4.16.2 7.7

11.1

17.7

8.1

4.8 5.4 4.6 3.9 3.2

0

5

10

15

20

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

LeakageResponseTime

anhour

No Water Response Time = 61.3

0

20

40

60

80

100


NoWaterResponseTime

anhour

53

0

5

10

15

20

25


ResponseTime

anhour

Report of the Number of Complaints of the Sewage Service and Response Time /Zarqa (2016)

Month Incoming ComplaintsFulfilled

Complaints

No. of External Connections

(Actual)

Number of House Connections

(Actual)

Line Inventory

(m)

Preventive Maintenance

Response Time (Hour)

January 1214 1206 992 4 0 0 5.2

February 1228 1203 988 4 0 0 6.4

March 1365 1363 1164 3 0 0 9.2

April 1486 1481 1264 1 0 0 13.9

May 1685 1642 1356 5 0 0 18.1

June 1800 1786 1515 2 0 0 23

July 1893 1896 1593 5 0 0 14

August 1895 1881 1610 2 0 0 10

September 1664 1615 1545 5 0 0 10

October 1658 1658 1529 2 0 0 13

November 1479 1478 1263 0 0 0 15.2

December 1653 1653 1563 7 0 0 7.9

Total 19020 18862 14402 31 0 0

54

Achievements of 2016

Net Water Supplies to Zarqa Governorate

62,393,015 m3

No. of Breakages which were treatedon the water network lines

17,305 Breakages

Rate of the Complaints/Network Length=5.6 complaints/km/year

Number of Sewage Complaintswhich were achieved

18,862 Complaints

Rate of the Complaints/Network Length= 13.3 Complaints/km/year

• Receipt and operating the water and sewage networks, which were implemented within the Millennium Challenge projects.

• Isolation of a large portion of the old water networks at many locations in Zarqa and Ruseifa.

• Replacement of damaged portions of Al-Marqab line to Awajan Reservoir (600 ml diameter) at different locations.

• Replacement of damaged line in Sarrout area by a 150 ml diameter, 450 meters long, ductile water line.

• Extension of 150 ml diameter ductile water line, 1320 meters long, to improve the water supplies to Mecca Suburb and Umm Ul-Qura Street.

• Connection of a 300 ml diameter water line to convey Al-Marqab water to Station 21 Reservoir, Awajan, to utilize Awajan wells water.

• Operating the line from Awajan Reservoir to Merhib Station, 200 ml diameter, 6 km long.

• Implementing and operating a 150 ml diameter, 3200 meters long, water line from Umm Rummana Station to Al-Yaqeen Supermarkets triangle.

• Awarding a tender for the implementation of a 300 ml diameter, 14000 meters long, water line from Sarrout towards Al-Alouk.

• Implementation of the water supply improvement project in Jabal Tariq Area, by extending a 200 ml diam-eter, 300 meters long water line, within the Saudi Grant.

• Partial operation of Abu Al-Zaighan Station, until accomplishing the improvement of the existing networks.

• Re-operating the supply wells Nos. (6, 9).

• Development and rehabilitation of a number of wells within areas of Zarqa Governorate, within a special tender.

• Starting the implementation of the project for improving the water supplies in Ruseifa Area, by extending a 200 ml diameter, 1600 meters long water line, within the Saudi Grant.

• Extension of 200 ml, 1600 meters l