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Mumbai Water Distribution Improvement Programme (WDIP) Scope and Progress Presentation to AMC(P) 9 th March 2015

Mumbai Water Distribution Improvement Programme (WDIP)cdem.somaiya.edu/media/pdf/MWDIP_AMC_2015 MPS.pdf · Mumbai Water Distribution Improvement Programme (WDIP) Scope and Progress

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Mumbai Water Distribution Improvement Programme (WDIP)

Scope and Progress

Presentation to AMC(P)

9th March 2015

2

Contents

•Project objectives •About Suez Environnement •Scope of contract •Service wise achievements •Issues to be jointly resolved

3

PROJECT OBJECTIVES

•Moving towards continuous supply

•Equitable distribution of water including slums

•Reduction of Non Revenue Water (physical and commercial losses)

•Improvement of information management (GIS, customers database, assets registration)

•Improvement in citizens relationship management

•Training of HE Department of MCGM

4

Suez Environnement

• 120 years of experience in water, waste water and solid waste management

• 80,000 employees, presence in 70 countries

• 9.2 crores beneficiaries from drinking water projects executed/operated by Suez

• Experienced international water operator

• Reference projects: Algiers, Casablanca, Jakarta,

Barcelona...

• In India, similar projects ongoing in Pune, Bangalore and

Delhi

• Turnover - 15 Billion Euros

5

A PARTNERSHIP APPROACH

WDIP is a new type of Contract wherein:

SEI is an integrated services provider

MCGM operates water network

.

SEI and MCGM are close partners to

improve water distribution in Mumbai

6

WDIP Integrated Services Contract

• 10 Services to be delivered +Technical Secretariat + Project Management Consultancy

+ Topo survey (extra item)

• 5 years duration

• 7 international experts

• 9 national experts

• 250 employees

S2, 3, 8, 9 and 10 roll out in all areas after demonstration of improvements in pilot areas (H west and T ward)

7

SERVICE 1 NETWORK SURVEY AND GIS MAP

OBJECTIVE : accurate water network geo-database

Network survey:

Part A: Pipe alignment survey based on visible elements: for Primary, Secondary & Tertiary

Part B: Pipe alignment using underground asset detection technique: for Secondary & Tertiary

SCOPE OF WORK (WS, ES, IC):

• Primary network: from WTP to MBR : 500 km

• Secondary network: from MBR to SR : 1000 km

• Tertiary network : from SR to consumer: 6000 km

GIS mapping

Progress ( km)

Primary 16 (3%)

Tertiary (Part A) 350 (8%)

Duration : 30 months.

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• Dedicated field survey teams are deployed for Primary, Secondary and Tertiary network survey beside GIS technicians, engineers and GIS mapping team at the B-ward office.

• Field instruments such as Electronic Pipe Locators, GPS, measuring instruments will be used for network mapping by correlating ground reference with pipe network.

SERVICE 1: SURVEY METHODOLOGY

9

SERVICE 1 : BASE MAP SURVEY

Description (sq. km)

Total MCGM Area 437.71

Forest, ports, green cover, restricted areas

206

Urban area (where additional topographical survey needed)

232

Approved recently

Road total length 2230 km (approx.)

10

SERVICE 2 MODELING

SCOPE OF WORK:

• Secondary network: from MBR to SR (WS,ES,IC): 1000 km

• Tertiary network : from SR to consumer (WS,ES): 4500 km

Model building:

• Structural data:

• Operational data

• Water Demand data

Calibration:

Matching of model’s calculated results with field measurements.

Find structural discrepancies, unknown consumptions, pipes characteristics, or demand distribution.

Adjust model variables in order to reproduce exactly the operation scheme observed on a given day

Progress ( km)

Secondary (structural data)

1000 (100%)

Tertiary 350 (8%)

11

SERVICE 3 TOWARDS CONTINUOUS SUPPLY (24X7)

Water Quantity issue: • consumer taps are usually

kept open. • tendency to store more

water than required. • stored water is thrown to

receive fresh water. • Leaks and losses increase

because of network stress. • Leak detection is difficult

under intermittent supply

Asset lifespan issue: because of network stress, surges and water hammer

Water Quality issue: waste water contamination due to non-pressurized network

12

SCOPE OF SERVICE 3

Objectives

• To provide a fair allocation of water to

each supply zone based on demand

estimates

• To suggest measures for pressure

management in the existing hydraulic zones

or redefined HZ

• To gradually change from an intermittent to

a 24*7 water supply

12

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• Equal distribution for entire city

Understanding of structural secondary pipes capacity and operations Assessment of bulk flow measurements and strategy definition Define limitations using hydraulic model and works necessary to improve equal

distribution Support MCGM to implement bulk flow meters strategy Propose new operations rules for equal distribution

• Non Revenue Water baseline in each HZ or redefined HZ Estimate baseline level • Towards 24*7 supply in the 15 wards (zoning) Hydraulic diagnosis of wards using field investigation and results of surveys Define new hydraulics zones to improve water distribution in terms of NRW,

pressure, hours of supply and equal distribution

• Review and optimisation of SCADA strategy

ACTIVITIES ON GOING

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Secondary Network structure : present situation

Tulsi

Total: 3745 MLD

110 MLD

2400 -100 (enroute) MLD

1365 -30 (enroute) MLD

MBR I Bandup 246 ML

MBR II Yewai 118 ML

Vehar

Eastern Suburbs (About 27%)

Western Suburbs (About 39%)

Island City (about 34%)

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Water conveyance capacity

80m

29m

56m Bhandarwada

55 m

85m

67m

58m

Malabar Hill

72m

MBR II

116 m

MBR I

94 m

2300 MLD

1365 MLD

16

Service 3 schedule

Pilot wards 1& 2

Wards 3 & 4

Wards 5 & 6

Wards 7 & 8

Wards 9 & 10

Wards 11 & 12

Wards 13 & 14

Ward 15

M3

M60

6 months

Criteria improved in HZ

Island City

Western Sub.

Eastern Sub.

T

Hw

Pilot Wards

5 km

Type 1 : pressure improvement Type 2 : NRW reduction Type 3 : supply duration improvement

Duration 5 years

17

Service 3 : Pilot wards

H-W ward: • from 10 HZ to 4 HZ • 10 PRV • 330,000 inhab.

T ward: • from 2 HZ to 5 HZ • 8 PRV • 342,000 inhab. 1 km

1 km

Progress ( km)

Zoning 400 (9%)

Flow and Pressure Measuring Points Identified and to be created by MCGM

18

Service 4 Leaks detection and repairs

Objective : To identify the visible and invisible leaks and reduce leakage

Scope :

• Type 1 & 2 Visible leak detection – walk along the network

• Type 3 Invisible leak detection (Helium detection)

− 5500 km of network in 1st round within 2 years

− 5500 km of network in 2nd round within 2 years

− Minimum 1 invisible leak per km of network in 1st round

− Minimum 0.4 invisible leak per km of network in 2nd round

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Achievements in pilot wards

• Type 1 & 2 Visible leak detection – walk along the network

=> Identify areas

• Identify the boundary of the detection area

• Identify all valve chambers, hydrants

• Using the pipe locators to confirm the alignment

=> Find the leaks

• Identify the visible leakages along the pipe routes during water supply hours

• Inspection of manholes and chambers, open / excavated portion of the pipe by other agencies

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Achievements in pilot wards

Ward Name

Coverage Progress

Type 1 & 2

H West 100% 211

T 99% 72

Visible leaks found till January 2015

Visible leaks found located in H West network

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Type 3 Invisible leak detection (Helium detection)

Drill hole diameter : 12 – 16 mm Depth of diameter : 300 – 750 mm depending on road strata Interval of drilling hole along the pipe alignment : 3 – 5 m

Invisible Leak Detection – Helium Technique

22

Type 3 Invisible leak detection (Helium detection)

Helium leak detection method is the most suitable method of detection in intermittent water supply conditions of Mumbai Leak detection can be carried out during ‘No Supply’ It will be started in next days after joint site visit with MCGM

23

SERVICE 5 CUSTOMERS SURVEY

(1) The Survey :

• 24 wards (East, West, Island & some outside city connections)

• 24 months activity started in August 2014

• Total 600,000 surveys (approx.) - using a Tablet

• Questionnaire Template + Methodology already approved by MCGM

(2)Data collection based on ‘field door to door (premises)’ survey of :

• MCGM connection holder

• Non MCGM connection holder (potential to be new connection)

• Findings illegal connection

(3)Mapping of all customers into a GIS layer through a unique ID

a. Questionnaire Design

b. Field Visits & Data Collection

c. Quality Control

d. Data Capturing & Coding

e. Data Analysis

f. Data Utilization

g. Documentation

h. Final Report

Methodology

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SURVEY PROGRESS

Survey Progress as of end Feb 2015

No. Ward

MCGM Connection Non MCGM connection

Total No. of CCN by premise

No. of unmetere

d CCN

No. of Inaccessibl

e CCN

No. of Illegal

Connection

No. of potential

new connection

1 HW 9408 261 1929 1644 5 13247 2 T 6435 79 247 185 10 6956 3 S 9878 69 19 0 46 10012 4 KW 2389 0 0 0 0 2389

TOTAL 28110 409 2195 1829 61 32604

GIS map with customers

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SERVICE 6 CUSTOMERS RELATIONSHIP MANAGEMENT

After completion of this service MCGM

will have

A full-proof Citizen Charter Plan

Fully Operational Customer Contact

Center

A Fully operational 24*7 Call Center

Business Process manuals for Customer

Complaints and processes

Training Manuals for employee training

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CRM DELIVERABLES SCHEDULE

•Approved 1. Citizen Charter Plan

•Sub : 23/12/14 2. Customer Contact Center Specification

•Sub : 05/02/15 3. CRM Strategy

•Sub : 05/02/15 4. CRM Plan

•M9 5. Business Process Manuals

•M12 6. Fully Operational CCC, including :

•M12 - Implement standards for ward level

•M11 - Set up of 24x7 call Center

•M6-M12 - CRM software implementation

•M10 - Integration of CRM software

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PROPOSAL ON CALL CENTER

Andheri call center Design

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PROPOSAL ON CALL CENTER

SEI has experience in Operation of Call Centers

It has been discussed that call center operation be given to SEI

29

SERVICE 7 ASSET MANAGEMENT

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SERVICE 7 ASSET MANAGEMENT

SERVICE VII OBJECTIVES :

(1) To have a Fixed Asset Register (FAR) linked to the CMMS database

(2) To define and optimize an investment plan (renewal)

SCOPE OF SURVEY : 5 Main types of assets

(1) WTP

(2) Pumping stations

(3) Services Reservoirs

(4) Suction Plants and pumps

(5) Technical Buildings/Properties of MCGM

Progress

Equipments 4000 lines

Sites 9

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SERVICE 8 WATER SOLUTIONS FOR SLUM AREAS

TO PROVIDE AN ADEQUATE WATER SUPPLY TO SLUMS AREAS

FIRST STEP: DIAGNOSIS (6 months)

(1) Diagnosis of the situation regarding access to water in slums

(2) Identification of the stakeholders

(3) General context analysis

(4) Establishing a typology of slums (5 categories), to propose adapted technical solutions for water supply and access

SECOND STEP: PILOT PROJECTS (24 months)

(1) Implementation of 10 pilot projects, 2 pilots per category of slum (benefitting a total population of 250 000 people)

(2) Evaluation of the improvement of the level of service for the slum dwellers

THIRD STEP: ROLL-OUT PHASE (27 months)

(1) Implementation of 20 additional projects benefitting a total population of 500 000 people

(2) Evaluation of the improvement of the level of service for the slum dwellers

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ACHIEVEMENTS

• Phase 1: Diagnosis of the situation – definition of a typology

− 282 surveys conducted in H/W, T, H/E, M/E, L and P/N,

− Interactions with and mapping of all relevant stakeholders

− Identification and definition of 5 types of slums,

− Diagnosis draft report including : general context analysis, detailed analysis of the surveys, GIS mapping, typology,

− Identification of priority areas to launch projects

Type 1 Type 2 Type 3 Type 4 Type 5

Notified slums Non-notified

slums Hilly areas

Costal Regulation Zone

Hutment and Pavement dwellers

33

TYPOLOGY – CLUSTERS PRESELECTION

34

TYPOLOGY – CLUSTERS PRESELECTION

34

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TYPOLOGY – CLUSTERS PRESELECTION

•Phase 1: Clusters pre-selection

− 24 slums preselected grouped in 6 clusters

− 1 study all over Mumbai for “Type 5” (to identify relevant locations to install water kiosks)

− Total population: 105 542 slum dwellers + estimation of

30 000 pavement dwellers all over Mumbai

− 3 more clusters to be selected in K/E, K/W, S Wards (being studied under the WDIP

project)

• Slums surveys & Customer surveys are ongoing in these wards

• Need time to analyze the data.

Pilots

Type 1: Notified Slums

Type 2: Non-Notified Slums

Type 3: Hilly Slums

Type 4: CRZ Slums

Type 5: Hutments and pavement dwellers

No of Slums

Pop No of Slums

Pop No of Slums

Pop No of Slums

Pop No of Slums Pop

Cluster 1

3 18 579 4 9 715 9 14 379 2 29 510

1 232

Cluster 2

To be selected To be selected To be selected 5 33 359

Study all over

Mumbai

Estim. 30 000

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SERVICE 9 QUALITY ASSURANCE - HIGHLIGHTS

• Certification of Quality Management System as per ISO 9001:2015 (ISO 9001:2008 in contract).

• Major Changes in ISO 9001 requirements…

− Risk based Quality Management System.

− Management is accountable for effectiveness of the Quality Management System.

Awareness

Streamline

Implement & Control

Improve

Educate employees on QMS & Risks.

Implement the control measures and procedures. Maintain records of Compliance

Apply and achieve for ISO 9001:2015 certification. Improve the effectiveness of Quality Management System

Set Policy, objectives, procedures and other control measures to mitigate the selected major risks.

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SERVICE 9 : PROGRESS

Water Quality

SCADA GIS CIS

current organization study

Completed January 2015

Completed January 2015

Yet to start In process

Report on current functioning

Submitted Submitted Yet to start Yet to start

Initial awareness on ISO 9001:2015

Conducted for selected staffs

Initiation of Risk identification

underway underway Yet to start Yet to start

Preparing process flow and objectives.

By July 2015 By July 2015 By Sept. 2015 By Sept. 2015

Implementation. Up to May 2016

Internal audit. May 2016 May 2016 June 2016 2016

Management review.

July 2016

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SERVICE 10 : SCOPE & ACHIEVEMENT

1. TRAINING PROGRAM DEVELOPMENT

2. TRAINING PROGRAM IMPLEMENTATION – 4 years : from Sept. 2015

3. ORIENTATION TRAINING PROGRAM – 4 years

Engineers - Cat. I 600 per y 2,5 d/y 1500 mandays/y 6000 mandays

Technicians - Cat. II 1000 per y 1,5 d/y 1500 mandays/y 6000 mandays

Labour - Cat. III 1000 per y 1 d/y 1000 mandays/y 4000 mandays

Business Process Level Evaluation : done

Action Plan & Training Calendar : in progress

Trainers 30 per y 25 d/y 750 mandays/y 3000 mandays

Selected MCGM Trainees 5 per y 60 d/y 300 mandays/y 1200 mandays

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BUSINESS PROCESS LEVEL EVALUATION

Global maturity : 2.01

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PENDING ISSUES TO BE JOINTLY RESOLVED

•Flow and pressure measurement points •Acceleration of demonstration of results in pilot areas (pilots in pilots) •Approval of reports/surveys •Approval of slums typology and selection of 10 pilot clusters •Decision regarding delivery mechanism and operation of call center •Regular steering committee meetings to be planned

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THANK YOU FOR YOUR ATTENTION