Satya Mehta

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A

Comparative study

Of Indian municipal corporations with relation to

Benchmarking practices

By

Satya Chhotalal Mehta

107340592023

Marwadi Education Foundations Group of Institutions, Rajkot

Conducted at:

Wagatech Private Limited

Head office,204, Atlanta Tower, Gulbai Tekra, Panchvati,Ahmedabad-380 006. Gujarat, India

Under the guidance of

Mrs. Niharika. S. Bajeja

Asst. Professor,

Faculty of Management,

Marwadi Education Foundations Group of Institutions, Rajkot.


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ACKNOWLEDGEMENT

Summer Internship Project is compulsory and one of the most challenging partof full MBA course. As I was always interested in Public Policy and Marketing, I

would like to thank our Dean Dr. S.C.Reddy Sir who has provided the right and

visionary outlook and approach for choosing an organization for SIP.

With extreme efforts and network, our placement coordinator KSR Swamy Sir,

rightly helped me out for choosing WAGATECH PRIVATE LTD as my

destination. Without his efforts, I would not have been here.

I would also like to thank my mentor and my coordinator Mrs. Niharika Bajeja

Madame for constant guidance and for briefing me out the Economics of

Marketing, Strategy making and Public Policy making.

At WAGATECH PRIVATE LTD, I would like to thank Companys Director Mr.

Vrajesh Kotadia and Miss. Urvi Trivedi Madame for selecting me and giving me

a chance to work with one of the leading name in Leak Detection Technologies.

But my most sincere thanks giving to Mr. Prem Chandrahas Sastry Sir, who was

our mentor at WAGATECH. His sincere commitment, valuable discussions, vast

experience in research and acumen of Marketing and Public Policy was

phenomenon. I express my hearty gratitude and appreciativeness for guiding me

and channelizing my efforts for public welfare. He has made me feel confident

and guided me on every dawn of project.

I would also like to thank our faculties, Mrs. Meeta Joshi Madame and Mr.

Bhavik Panchasara Sir for their guidance. Also hearty thanks to my fellow interns

Miss Arti ker and Mr. Chirag Harwani who helped me out in data collection and

analysis.

At last I would like to thank omnipotent omnipresent, My Lord Swaminarayan for

giving me energy and mental focus to outrival my project till end with class.


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PREFACE

Today world is shrinking at the speed of light. Unknowingly humans areshifting themselves to the WORLD OF SPIRITS. Laptops, e-books, cloud

computing, internet is replacing human in every spheres of life. At one side, it is

bringing most luxuries ever but at the other end nature resisting the rapid change.

Water being one of the major 5 elements of nature is first and foremost for human

existence

As we are aware that only the total volume of water on Earth is about 1.4

billion km3. The volume of freshwater resources is around 35 million km3, or

about 2.5 percent of the total volume. Of these freshwater resources, about 24million km3 or 70 percent is in the form of ice and permanent snow cover in

mountainous regions, the Antarctic and Arctic regions.Around 30 percent of theworld's freshwater is stored underground in the form of groundwater (shallow and

deep groundwater basins up to 2 000 meters, soil moisture, swamp water and

permafrost). This constitutes about 97 percent of all the freshwater that is

potentially available for human use.

This project has made an initiation to share the best practices worldwide to

reduce NRW/ UFW in public water supply systems. An effort has been made to

bridge the gap of knowledge between Indian local Self-governance bodies and

Global standards.

Municipal corporations of Ahmedabad, Vadodara, Rajkot and Jamnagar

were approached for the data and little analysis has been drawn from the data.

Also a brief look on Governmental Bodies dealing with water has been

looked on. To excel in Marketing and Selling, a tentative sales strategy has been

drawn for one of the companys product.

Thus this project will deal with public policy, its working and know hows

of real Marketing. Also will help any common individual to be part of Public

system up gradation.


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Declaration

I hereby declare that this report on Comparative study of Indian

municipal corporations with relation to benchmarking practices have been

written and prepared by me during the academic year 2010-2011.

All the information facts and figures included by me in this report are true,

latest and fair as per my knowledge.

This project was done under the guidance and supervision of Prof.

Niharika Bajeja, Faculty, MARWADI EDUCATON FOUNDATIONS GROUP

OF INSTITUTION. Rajkot.

Satya Chhotalal Mehta

107340592023


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INDEX

CHAPTER

NO.

CHAPTER NAME PAGE NO.

1 Introduction 1

2 Research methodology 15

3 Analysis and findings 20

4Suggestions and recommendations 30

5 Governmental structure 32

6 Sales strategy: Leak pen 37

7 Annexure 42

8 Bibliography 44


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LIST OF TABLES

TABLE

NO.

NAME OF TABLE PAGE

NO.

1 Land and water resources of India 5

2 Service level benchmarks 8

3 Data summary of SLB 8

LIST OF FIGURES

FIGURE

NO.

NAME OF FIGURE PAGE NO.

1 Graphical distribution of water on Earth. 32 Water balance in typical Indian cities 10

3 Suggested frequency and jurisdiction of

reporting in water supply

36

4 Leak pen: Device kit 38

5 Leak pen 39


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LIST OF ABBREVIATIONS

SHORT FORM FULL FORM

BCM BILLION CUBIC METERS

MoUD MINISTRY of URBAN DEVELOPMENT

Lpcd LITRES PER CAPITA PER DAY

mld MANUAL LYMPHATIC DRAINAGE

NRW NON REVENUE WATER

UFW UNACCOUNTED FOR WATER

GoI GOVERNMENT of INDIA

GoG GOVERNMENT of GUJARAT

ULB URBAN LOCAL BODIES

SHG SELF HELPING GROUPS

SEAWUN SOUTH EAST ASIA WATER UTILITIES NETWORK

UWC URBAM WATER COUNCILS

SLB SERVICE LEVEL BENCHMARKS

PPP PUBLIC-PRIVATE PARTNERSHIP

OECD ORGANISATION FOR ECONOMIC COOPERATION AND

DEVELOPMENT

GWSSB GUJARAT EATER SUPPLY WAND SEWERAGE BOARD

GMFC GUJATAT MUNICIPAL FUND CORPORATION

GUDM GUJARAT URBAN DEVELOPMPENT MISSION

GWRDC GUJARAT WATER RESOURCE DEVELOPMENT

CORPORATION

WASMO WATER AND SANITATION MANAGEMENT

ORGANIZATION


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CHAPTER 1

INTRODUCTION

WATER: SCENARIO IN WORLD AND INDIA WAGATECH PRIVATE LTD.: AN OVERVIEW ASSIGNMENT


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1. WATERWater is a chemical substance with the chemical formula H2O. Its molecule

contains one oxygen and two hydrogen atoms connected by covalent bonds.

Water is a liquid at ambient conditions, but it often co-exists on Earth with its

solid state, ice, and gaseous state (water vapor or steam). Water also exists in a

liquid crystal state near hydrophilic surfaces.

Water covers 70.9% of the Earth's surface and is vital for all known forms of

life. On Earth, it is found mostly in oceans and other large water bodies, with

1.6% of water below ground in aquifers and 0.001% in the air as vapor, clouds

(formed of solid and liquid water particles suspended in air), and precipitation.

Oceans hold 97% of surface water, glaciers and polar ice caps 2.4%, and other

land surface water such as rivers, lakes and ponds 0.6%. A very small amount of

the Earth's water is contained within biological bodies and manufactured

products.

The collective mass of water found on, under, and over the surface of a planet

is called the hydrosphere. Earth's approximate water volume (the total water

supply of the world) is 1,360,000,000 km3 (326,000,000 mi3).Groundwater and

fresh water are useful or potentially useful to humans as water resources. Liquid

water is found in bodies of water, such as an ocean, sea, lake, river, stream, canal,

pond, or puddle. The majority of water on Earth is sea water. Water is also present

in the atmosphere in solid, liquid, and vapor states. It also exists as groundwater

in aquifers.


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CHART-1


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2. WATER IN INDIASurface Water

Indias average annual surface run-off generated by rainfall and snowmelt is

estimated to be about 1869 billion cubic meters (BCM). However, it is estimated

that only about 690 BCM or 37 per cent of the surface water resources can

actually be mobilized. This is because (i) over 90 per cent of the annual flow of

the Himalayas Rivers occurs over a four month period and (ii) potential to capture

such resources is complicated by limited suitable storage reservoir sites.

Rainfall

The average annual rainfall in India is about 1170 mm. This is considerable

variation in rain both temporarily and spatially. Most rain falls in the monsoon

season (June-September), necessitating the creation of large storages for

maximum utilization of the surface run-off. Within any given year, it is possible

to have both situations of drought and of floods in the same region. Regional

varieties are also extreme, ranging from a low value of 100 mm in Western

Rajasthan to over 11,000 mm in Meghalaya in North-Eastern India. Possible

changes in rainfall patterns in the coming decade, global warming and climate

change and other predicted or observed long-term trends on water

Availability could affect Indias water resources.

Ground Water

Indias rechargeable annual groundwater potential has been assessed at around

431 BCM in aggregate terms. On an all India basis it is estimated that about 30

per cent of the groundwater potential has been tapped for irrigation and domestic

use. The regional situation is very much different and large parts of India have

already exploited almost all of their dynamic recharge.

Haryana and Punjab have exploited about 94 per cent of their groundwater

resources. Areas with depleting groundwater tables are found in Rajasthan,


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Gujarat, most of western Uttar Pradesh and in all of the Deccan states. Occurrence

of water availability at about 1000 cubic meters per capita per annum is a

commonly threshold for water indicating scarcity (UNDP). Investment to capture

additional surface run-off will become increasingly more difficult and expensive

in the future. Over time, both for surface and groundwater resources, a situation

where resources were substantially underutilized and where considerable

development potential existed, has transformed in little more than a generation to

a situation of water scarcity and limited development options. India faces an

increasingly urgent situation: its finite and fragile water resources are stressed and

depleting while various sectorial demands are growing rapidly. Historicallyrelatively plentiful water resources have been primarily for irrigated agriculture,

but with the growth of Indian economy and industrial activities water demands

share of water is changing rapidly. In addition increase in population and rapid

urbanization also put an additional demand on water resources. Summing up the

various sectorial projections reveals a total annual demand for water increasing

from 552 billion cubic meters (BCM) in 1997 to 1050 BCM by 2025

TABLE-1


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3. WATER SUPPLY IN INDIAIn 2008, 88% of the population in India had access to an improved water

sources. In rural areas, where 72% of Indias population lives, the respective

shares are 84% for water. In urban areas, 96% had access to an improved water

source. Access has improved substantially since 1990 when it was estimated to

stand at 72% for water .According to Indian norms, access to improved water

supply exists if at least 40 liters/capita/day of safe drinking water are provided

within a distance of 1.6 km or 100 meter of elevation difference, to be relaxed as

per field conditions. There should be at least one pump per 250 persons.

Challenges.

None of the 35 Indian cities with a population of more than one million

distribute water for more than a few hours per day, despite generally sufficient

infrastructure. Owing to inadequate pressure people struggle to collect water even

when it is available. According to the World Bank, none have performance

indicators that compare with average international standards. A 2007 study by theAsian Development Bank showed that in 20 cities the average duration of supply

was only 4.3 hours per day. No city had continuous supply. The longest duration

of supply was 12 hours per day in Chandigarh, and the lowest was 0.3 hours per

day in Rajkot.[3] In Delhi residents receive water only a few hours per day because

of inadequate management of the distribution system. This results in

contaminated water and forces households to complement a deficient public water

service at prohibitive 'coping' costs; the poor suffer most from this situation. For

example, according to a 1996 survey households in Delhi spent an average of

2,182 (US$48.7) per year in time and money to cope with poor service

levels. This is more than three times as much as the 2001 water bill of

about US$18 per year of a Delhi household that uses 20 cubic meters per month.


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Achievements:

Jamshedpur, a city in Jharkhand with 573,000 inhabitants, provided 25% ofits residents with continuous water supply in 2009. Navi Mumbai, a planned city

with more than 1m inhabitants, has achieved continuous supply for about half its

population as of January 2009. Badlapur, another city in the Mumbai

Conurbation with a population of 140,000, has achieved continuous supply in 3

out of 10 operating zones, covering 30% of its population Thiruvananthapuram,

the capital of Kerala state with a population of 745,000 in 2001, is probably the

largest Indian city that enjoys continuous water supply.


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4. SERVICE LEVEL BECHMARKS(Issued by MoUD)

TABLE-2

Sr

No.

Indicator Benchmark Ahmedabad Delhi Surat Chandigrah

1 COVERAGE 100% 85.4 71.5 86.6 872 SUPPLY 135LPCD 121 144 147 1583 NRW 15% 31 52.4 20.4 314 METERING 100% NIL 55.3 0.4 735 CONTINUITY 24HOURS 2 3 3 17.56 EFFICIENCY 80% 99.2 73 94.8 1007 QUALITY 100% 94.8 99.5 100 1008 RECOVERY 100% 53.9 41.6 92.3 649 COLLECTION 90% 60.3 86.3 94 89

TABLE-3


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Need of service level benchmarks

Every sector has a few key performance indicators that are understood bymost stakeholders in that sector. Similarly, in the urban sector too, there have

been a number of performance indicators related to urban management and

service delivery that have been defined, measured and reported. However, most

initiatives in performance management so far have been observed to have some

key limitations: Different sets of performance indicators have been defined under

different initiatives; the definition or the assessment method may vary for the

same performance indicator, thus inhibiting inter-city or intra-city comparisons;

Most measurement exercises have been externally driven (by agencies external to

the agency responsible for delivery against those performance parameters),

leading to the key issue of ownership of performance reports; Most performance

measurement initiatives have not been institutionalized, limiting the benefits of

monitoring trends in performance over time; and The process of performance

measurement has not been taken forward into performance management. These

limitations mean that systems for measuring performance and taking further

action on them have not been institutionalized in urban agencies. It is therefore

important that the basic minimum standard set of performance parameters are

commonly understood and used by all stakeholders. Depending on the specific

need, additional performance parameters can be defined and used.


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FIGURE-2


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5. WAGATECH PRIVATE LTD: A Brief overviewAbout Wagatech

Wagatech is the operating partner of Wagamet in India. Wagatech are the

service provider for water and gas supply utilities in the fields of leak location and

loss analysis using smart, modular technology. Wagatech is capitalizing on the

expertise and innovative, successful technology envisaged by Wagamet in the

areas of leak localization in the bulk drinking water distribution networks since

the last 25 years. Its role is to transfer the technology successfully into the Indian

Scenario and to foster a culture that believes in the judicious use of water. As

there is no other smarter way to monitor a buried water network and be able to

predict leakages in the same from the surface itself, we have committed ourselves

to draw from the passion of Wagamet (Switzerland ) to conserve and respect

water resources in every way we can.


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SECTORS WAGATECH WORK

Technology upgrade for drinking water networks

Technology and knowledge transfer Benchmarking of best practices to save Non Revenue Water Auditing of Water Networks Water Loss Analysis Measurement technology Exact leak location using correlation Noise-level measurement

Water Supplies

1) Locating Water Leakage2) Water Loss Analysis3) Locating water mains4) Locating valves5) Pressure Measurement6) GIS7) Equipment training8) Infrastructure services9) Ultrasonic Flow rate measurement10)Hydrant discharge measurement

Gas Supplies

1) Locating Gas leakage2) Gas Loss Analysis3) Locating Gas mains4) Locating Valves


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Core Team

Wagatech

Mr. Vrajesh Kotadia - Director

More than 10 years of experience into the telecom industry project execution.

Associated with Wagamet for the last 2 years and trained in Wagamet

(Switzerland) in all the leakage detection products and processes in the Swiss

Municipal Counties.

Mr. Premchandrahas Sastry Business Manager and Technical Head

More than 7 years experience into manufacturing plant operations, Utilities and

Six Sigma project methodology in General Electric Company.

Mr. Anil Solanki Business Manager

More 15 years of hands on experience into executing telecom industry projects.

Associated with Wagatech for the last 2 years.

Wagamet

Mr. Hugo loetcher CEO

Associated with Wagamet more than 25 years and played an active role along

with the inventor in the innovation of Wagamet leakage detection technology

and products.

Mr.Thomas Puaschitz - Sales Manager & Technical Head

Looking after the export activities of Wagamet worldwide. Installation,

commissioning of Wagamet Products worldwide and training of personnel to

detect leakages using the technology.


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6. SUMMER INTERNSHIP ASSIGNMENT

Carrying out a survey in Municipal Corporations of Ahmedabad, Vadodara,Rajkot, Jamnagar as an initiative to share the best practices worldwide to

reduce NRW/ UFW in public water supply systems

Drawing out Sales strategy of Leak Pen in Vadodara, as a part of understandingand experiencing: Institutional Sales, market Segmentation, Sales Plan, Real

Demos and Presentations

Understanding the flow chart detailing about hierarchical structure in GoI,GoG, and ULB and its finances


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CHAPTER 2

RESEARCH METHODOLOGY

RESEARCH OBJECTIVE RESEARCH DESIGN LITERATURE REVIEW LIMITATIONS


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1. RESEARCH OBJECTIVEA survey of Indian Municipal Corporation as an Initiative to share the best

practices worldwide to reduce NRW / UFW in public water supply systems

Tries to find out current benchmark status in Indian Municipalities Exposure of ULBs policy makers with global standards Type of awareness and efforts for fulfilling SLBs Technological Savviest approach of Indian municipalities.

2. RESEARCH DESIGNTarget population

Municipal Corporation wards corporator Water Departments of municipality

Sample Size

45 (15 from Ahmedabad, 15 from Rajkot, 12 from Jamnagar, 3 from Vadodara)

Sampling technique

A combination of Convenient and Judgment Sampling.(Samples were selected such as, 4 per cities; each city includes 5 administration

personnel 5 engineers and 5 corporators from each city. Sample size for each city

was small as firstly, it was a pilot study and secondary almost every feedback

from each city would be similar as they belong to same Organizational structure.

As due to busy schedule, only 3 feedbacks was available from Vadodara)

Sources of Data

Survey via questionnaire (contact method) containing 12 different questions


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Statistical Tool

Online survey portal: www.esurveypro.com Personal Project Management through Microsoft Excel 2010 Analysis and data interpretation through generated with help of esurveypro and

various charts and graphs using Microsoft Excel and Word

3. LITERATURE REVIEWSEAWUN Water Supply Benchmark Survey, (2003)

Within the World water supply service provider community, there have

been many benchmark surveys undertaken including within individual water

supply companies over a period of years, between sister water supply companies

in relatively close proximity, a number of regional initiatives and on a more

global scale such as the recent IBNET initiative. Benchmarking is a recognized

method of explicitly documenting performance of individual companies and

promoting not only comparative awareness between companies but also indirectcompetition as companies seek to improve their service delivery, their financial

viability and achieve sustainable management of their resources and

infrastructure. As the regional association for water supply and wastewater

organizations in South East Asia, SEAWUN is committed to encouraging sharing

of information, experiences and development of its member companies and

organizations. Benchmarking of water supply companies is seen as a key aspect

of this mutual support. The attached survey is SEAWUNs first survey of a

selection of water supply companies in South East Asia. A key objective of the

SEAWUN benchmark survey is to give useful results back to the participants as

well generally raise the awareness in South East Asia of the usefulness of

benchmarking water supply companies and encouraging others to participate in

coming years.


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National City Water Survey, Washington D.C (2005)

Traditional water meters remain the most common conservationtechnique, employed by 72.5 percent of the survey cities. However, 68.8 percent

of the cities indicated they would consider modernizing with automated water

meters if they could save water or money. While the number of cities altering

water rate structures is fairly constant over the three populationsize categories,

the proportion of cities employing the technique is clearly related to increasing

population size. Almost half of the larger cities use the technique, while only

about 40 percentof medium size cities and about 30 percent of smaller size cities

do. Urban Water Council (UWC) is a Task Force of The U.S. Conference of

Mayors. It is open to all Mayors, and its purpose is to provide a forum for

discussion of issues impacting how cities provide and protect communitywater

and wastewater services. Some of the issues that the UWC focuses on include:

development and rehabilitation of surface and subsurface water infrastructure;

water infrastructure financing; watershed management; water supply planning;

water conservation; wetlands construction and education programs; and water

system program management and asset management. Additionally, the UWC

serves as an educational clearinghouse for cities by compiling and disseminating

water resources Best Practices.

Mayors were asked to identify which of 24 water resources issues is either

a current or future problem for their cities. The list of 24 water resources issues

was derived from discussions with Mayors and their staffs, as well as consultation

with federal agencies. The list was not intended to be comprehensive. An other

response category was included to allow cities to identify issues that were not on

the pre-selected list. Mayors were also asked to rank the five most pressing water

resources issues on the list. This convention was intended to distinguish priorities

among the problem issues, providing invaluable information for federal policy

discussions.


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4. LIMITATIONS Time constraints, as only 10days per assignment were allotted. Lack of Secondary Data, as it was the first ever project of such type in Indian

Municipalities.

Budget constraint, data collection among 4 cities from authorities was extremelycostly, including appointments, conveyance, boarding and lodging leading,

Convenient and Judgment sampling, and sampling size of 45 in total from 4 cities.


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CHAPTER - 3

ANALYSIS AND FINDINGS

Data Analysis Data Sheet Findings


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1. ANALYSISThe pattern of water supply (Hours/ day) in my area is as follows.

The pattern of water supply (No of times / Day) in my area is

0

2

4

6

8

10

12

14

16

18

20

Less then 1 1-2hours 2-4hours 4-6hours 6 or more

Respondents

Respondents

0

5

10

15

20

25

30

35

40

1 2 3 >3

Respondents

Respondents


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The pattern of water supply (No of days / week ) in my area is

The following problems occur because of leakage in water

pipelines. (Tick one or more options)

0

5

10

15

20

25

30

35

1 2 3 4 5 6 7

Respondents

Respondents

Un availability of

water

8%

water loss

22%

water

contamination

12%

increased

operations and

maintenance cost

29%

water logging

7%

roas collapsing

10%

traffic jams

5%

accidents

7%


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The following leak detection techniques are used (Tick one or

more options.)

The measures taken to reduce Non Revenue Water (tick one or

more options)

Observing water

logging

14%

Digging network

41%

pressure

management

0%

GIS

7%real time

measurement

4%

noise logging

technology

0%

regular audit

24%

others

10%

Network

inspection

32%

Preventive

maintenance

14%

reducing illlegal

thefts and

connections

22%

real time

monitoring of

network

14%

carrying

water

audits

18%


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We are planning to fulfil the following service level benchmarks

issued by government of India (tick one or more options)

The following steps can lead me to fulfil the service level

benchmarks

100% connections

47%

100%

metering

13%

24*7 water supply

10%

80%complaint

redressals

30%

Incresing

redressal

efficiency

20%monitoring

performance

indicators

6%

water audits

17%continuous

network

monitoring

34%

using

advance

leak

detection

technologie

s

23%


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A continuous water supply (24 by 7) will require the following

(Tick one or more options)

I have attended the following international programs.

huge

amount

of

water

14%

100% metering28%

advance leak

detection

technologies

31%

real time

monitoring of

network

22%

others

5%

world waterweek

7%world water day

7%

water and

sanitationprogramme of

WB

29%

others

57%


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I understand that getting access to the best practices with respect

to managing the public water utilities via international programs

world facilitate to effectively implement the following.

I wish to attend an international program to experience

24*7 water

supply

31%

100% water

connections

17%

100%metereing

17%

Advance leak

detection

technological

know-how

19%

real time

monitoring of

water networks

14%

100% collection

efficiency

2%

Managing 24*7

water supply41%

Reduction in

leakages

29%

real time

monitoring of

water networks

26%

others

4%


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Experiencing the technology and management of worlds best

municipalities will help me in improving efficiency of my area.

Experiencing leak detection technology in motion in countries

where it is practiced will enable the evolution of water

distribution networks handled by the municipalities.

0

5

10

15

20

25

30

definitely probably may be

Respondents

Respondents

0

5

10

15

20

25

definitely probably may be

Respondents

Respondents


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Data Sheet

Option 1 2 3 4 5 6 7 8

Q.No

1 15 18 9 3 0

2 36 9 0 0

3 0 0 0 0 0 12 33

4 9 27 15 36 9 12 6 9

5 12 36 0 6 3 0 21 9

6 27 12 18 12 15

7 42 12 9 27

8 21 6 18 36 24

9 15 30 33 24 6

10 3 3 12 24

11 39 21 21 24 18 3

12 33 24 21 3

13 24 18 3

14 21 21 3


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2. FINDINGS Water supply is intermittent in nature. Still conventional approaches for solving water leakages are used. 24*7 water supply, still a distant dream due to, no 100% metering, no 100%

connections.

Need of technological up gradation in ULBs Policy makers and implementers need global exposure to know best international

water management practises.


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CHAPTER 4

SUGGESTIONS AND OPINIONS


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1. SUGGESTIONS AND OPINIONS

Advance leak detection technology usage should be considerably increased inULBs

Water management consultancy should be taken by ULBs, dignifying amplefund received from Centre and State for system up gradation.

People are the part of Local self-governance; henceforth they should be invokedand involved in managing water.

More awareness among people via campaigns should be propagated regardingSLBs.

SHGs should be formed among societies and cooperatives who take care of waterand its usage in respective areas.

PPP propaganda should be on top of ULBs agenda in area of water managementsystem.

Water programs at local level for common citizen should be held. Policy implementers should be given chance to gain access and experience

Internationally reputed and acclaimed Municipalities for knowledge sharing and

technical know-how of various aspects of managing public water utilities.

Programs even on rain water, storm water and re-processing of water should becarried out at a peak level, as OCED reports of water scarcity in Indian

subcontinent by 2030.


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CHAPTER 5

GOVERMENTAL STRUCTURE

(Bodies working on Water on Central & State level)

CENTRAL BODIES STATE BODIES INSTITUTITONAL FRAMEWORK


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1. CENTREMinistries

Ministry of Water Resources Ministry of Urban Development

Attached Offices

Central Soil And Materials Research Station Central Soil and Materials Research Station (CSMRS) Central Water Commission (CWC)

Subordinate Offices

Central Water and Power Research Station (CWPRS) Ganga Flood Control Commission (GFCC), Patna Sardar Sarovar Construction Advisory Committee (SSCAC) Upper Yamuna River Board

Autonomous Bodies, Boards & Corporations

National Institute of Hydrology (NIH), Roorkee Department of Drinking Water and Sanitation National Water Development Agency (NWDA)

Boards / Undertakings

Central Ground Water Board (CGWB) Central Ground Water Board North Western Region Chandigarh National Projects Construction Corporation Limited (NPCC) National Water Academy, Central Water Commission, Pune, Maharashtra Water and Power Consultancy Services (India) Limited (WAPCOS) Water Quality Assessment Authority


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Statutory Bodies, Commissions & Councils, Statutory / Constitutional Bodies

Central Ground Water Board, Kerala Region, Trivandrum

Central Ground Water Board, Middle East Region, Patna Central Ground Water Board, North Central Region, Bhopal Central Ground Water Board, Northern Region, Lucknow Central Ground Water Board, South Western Region, Bangalore Central Ground Water Board, Western Region, Ahmedabad Central Ground Water Board, Western Region, Jaipur Task Force on Interlinking of Rivers

Public Sector Undertakings

Water and Power Consultancy Services Ltd (WAPCOS) Introduction National Projects Construction Corporation Limited Narmada Control Authority Betwa River Board Tungabhadra Board Brahmaputra Board


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2. GUJARATMinistries

Ministry, Water Supply and Water Resources

Attached Offices

Narmada, Water Resources, Water Supply and Kalpsar Department,GujaratAutonomous Bodies, Boards & Corporations

GWSSB GMFB GUDM GWRDC Sardar Sarovar Narmada Nigam Limited

Boards / Undertakings

WALMI ( Water and Land Management Institute ) WASMO Sardar Sarovar Construction Advisory Committee (SSCAC)


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3. INSTITUTIONAL FRAMEWORK IN URBAN WATERSUPPLY IN GUJARAT

Capital Works GWSSB, Municipal Body Operations & Maintenance Municipal body Revenue Function Municipal body

Suggested frequency and jurisdiction of reporting


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CHAPTER 6

SALES STRATEGY FOR Leak Pen

PRODUCT INTRODUCTION SALES STRATEGY


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38 | P a g e

1. PRODUCT INTRODUCTIONLeak PEN - Leak location made easy!

Mobile, on-site leak-location unit for acoustic leakage detection in pressurized

piping with outstanding measurement characteristics. Fittings, fire-hydrants,

house connections etc. can be checked out in simple way during maintenance and

inspection work, when reading meters or during the on-site location of leakage.


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39 | P a g e

The Leak PEN is attached by means of test probe or magnetic clamp to the point

of measurement. The noise level is immediately optically dis played and can be

read off by means of a linear LED display. Additionally, the leakage noise can be

listened to using wireless headphones. Basically, the stronger the measured noise

levels the closer the leakage location. If no leakage noises are heard, the section of

piping can be considered to be intact. Background noise is automatically

suppressed by predefined frequency filters. Normally, leaks can be detected up

to a distance of 200 m. This is dependent on piping material and working

pressure.

Price: 75000 INR Approx.


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2. Sales StrategyA good sales strategy includes:

Clarifying your sales objectives. Deciding how to reach target customers. Planning and supporting your sales effort. Monitoring and improving effectiveness.

It basically answers, to whom I am selling, what am I selling, why are they

buying?

So in order to fix a tentative sales strategy for leak pen, looking at the functionality,

plumbers were the most suitable target user for the product. So our sales strategy

(tentatively) goes as under:

Potential market segment

Builders

Plumbers Hardware stores Water management consultancies Municipalities and local bodiesNow out of all possible segments, Hardware stores seemed most potential as reasons

for it were as follows:

Dealing in wholesale with Builders and Real Estate. Deals with small & big plumbers for retail sales. Potential investment capacity Possibility of dealing with Local Governance Bodies Contact with a huge pool of people, including customer of different available

accessories apart of water utilities available at hardware store.


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How to reach Segment (it could be direct, joint and by using channels):

The most effective, in terms of its cost and impact on customer, liveproduct demos were arranged at various Hardware Stores. Products

functionality, usage and effectiveness to solve the real world problem were

mapped.

Technical team visited various sites with the Hardware Store owners and

leaks were detected from the leaked network.

Even product leaflets were provided to the hardware stores that had mixed

reviews.

Cost-benefit Analysis for Acquirer

COST

Price of product: 75000 INR Approx.(one time)BENEFITS

No digging of full network. No additional manual work No cost of having a mansion to repair. No cost of replacing full pipe, if damaged in maintenance and operations Can rent\lease out product for commercial users.

Can start a new business of Water Audits.

Can charge, extra margins for accuracy Can go in lieu of local bodies for public water maintenance. Can target occasional but elite customers like interior designers, swimming pools

and water parks.

Long life with proven Swiss technology.


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Page | 42

CHAPTER 7

BIBILIOGRAPHY


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Page | 43

1. BIBILIOGRAPHY

Bhattacharyya D K, Research methodology, first edition (2003). pp.56-70 Luck David J. & Ronald S. Rubin, Marketing Research. Seventh Edition,

Prentice Hall of India Private Limited, New Delhi (1998). pp. 31-253

Malhotra Naresh, Marketing Research. Fifth Edition, Pearson Education (2007).pp.64-416

Kotler Philip, Keller Kevin Lane, Koshy Abraham, Zha Mithileshwar,MarketingManagement, Thirteenth Edition, Pearson Education Ltd(2009)

Official websites of:1. Ministry of Urban Development.2. National Portal of India3. State Portal of Gujarat4. Wagatech Private Ltd.5. Google6. Wikipedia7. Municipal Corporations of Ahmedabad, Vadodara, Rajkot, Jamnagar.8. Esurveypro9. Gujarat Technological University10.Wagamet


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CHAPTER 8

ANNEXURE

Questionnaire Handbook extracts of SLB


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LETS MAKE EVERY DROP OF WATER COUNT! 1

INITIATIVE TO SHARE THE BEST

PRACTICES WORLDWIDE TO

REDUCE NRW/ UFW IN PUBLIC

WATER SUPPLY SYSTEMS

An initiative to save water, save life!Dear sir/madam,

Though 70% of earths surface is covered by water, theusable water on earth is only 0.1%. The cost of converting saline

water into usable water is extremely high. Reducing the amountof water loss and unaccounted for water in municipal water usehas been identified as an opportunity for conservation of usablewater. We the students of GTU have initiated programme to sharethe best practices in world to reduce NRW/ UFW in public watersupply systems.

Kindly spare some time from your busy schedule andshare your views about this initiative with us.

NAME: _______________________________________________

DESIGNATION _________________________________________

WARD NUMBER: _________________CITY _________________

PHONE NUMBER: (M) ________________(R)

_________________


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Its only good till the last drop, then What?

Conserve now, Use Water Smartly!

1) The pattern of water supply (Hours/ day) in my area is as

follows.

6

Hours /

Day

1 2 3 4 >4

No of

times a

day

7 6 4-5 3


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Do one thing each day that will save water,

Even if savings are small, every drop counts!

3) The following leak detection techniques are used (Tick one

or more options.)

By observing water logging

Digging the entire network to detect leakage

Pressure management of pipeline

Geographic Information System

Real time measurement

Use of Noise Logging Technology

By regular audit approach

4) The measures taken to reduce Non Revenue Water (tick oneor more options)

Preventive network inspection

Preventive maintenance of distribution network

Reducing illegal connections and water theft

Real time monitoring of network

Carrying on water audits

Use of Noise Logging Technology

Others


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Use water economically today,

To get economic water tomorrow!

5) We are planning to fulfil the following service level

benchmarks issued by government of India (tick one or more

options)

100% coverage of water supply connections

100% metering of all water connections

24 hours continuous water supply

80% efficiency n addressing customer

complaints

6) The following steps can lead me to fulfil the service level

benchmarks

Increasing efficiency in addressing customer

complaints

Monitoring the performance indicators

Carrying on water audit

Continuous monitoring of water distribution

network

Using advanced leak detection technique


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Save water,

Noting can replace it!

7) A continuous water supply (24 by 7) will require the

following (Tick one or more options)

Huge amount of water

Metering of all connections

Advanced leak detection technology

Real time monitoring of water distribution

network

Using advanced leak detection technique

8) I have attended the following international programs.

World water week

World water day

Water and sanitation program

Other Please specify


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9) I understand that getting access to the best practices with

respect to managing the public water utilities via international

programs world facilitate to effectively implement the following.

Continuous ( 2 4 by 7 ) water supply

100 % coverage of water supply connections

100% metered water connections

Advanced leak detection technology

Real time monitoring of water distribution

network

100% efficiency in collection of revenues


10) I wish to attend an international program to experience

Management of continuous ( 24 by 7 ) Water supply

Reduction in leak time using advanced technology

Real time monitoring of water supply networks



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11) Experiencing the technology and management of worlds

best municipalities will help me in improving efficiency of my

area.

Definitely

Probably

May be

12) Experiencing leak detection technology in motion in

countries where it is practiced will enable the evolution of

water distribution networks handled by the municipalities.

Definitely

Probably

May be

Thank you for spending your valuable time and sharing

your views with. We ensure you that the above information

will be strictly used for educational purpose.

Place: ______________ Date: ___/07 / 2011

Sign: ________________




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WATER SUPPLY

S. No. Indicator Benchmark

1. Coverage of Water Supply connections 100%2. Per Capita Supply of Water 135 lpcd3. Extent of Non-revenue Water 15%

4. Extent of Metering 100%5. Continuity of Water supplied 24 Hours6. Efficiency in redressal of customer complaints 80%7. Quality of Water Supplied 100%8. Cost Recovery 100%9. Efficiency in Collection of Water Charges 90%

SEWERAGE

1. Coverage of Toilets 100%2. Coverage of Sewerage Network 100%3. Collection efficiency of Sewerage Network 100%4. Adequacy of Sewage Treatment Capacity 100%5. Quality of Sewage Treatment 100%6. Extent of Reuse and Recycling of Sewage 20%7. Extent of cost recovery in waste water management 100%8. Efficiency in redressal of customer complaints 80%9. Efficiency in Collection of Sewage Water Charges 90%

SOLID WASTE MANAGEMENT

1. Household Level Coverage 100%2. Efficiency in Collection of Solid Waste 100%

3. Extent of Segregation of MSW 100%4. Extent of MSW Recovered 80%5. Extent of Scientific Disposal of MSW 100%6. Extent of Cost Recovery 100%7. Efficiency in Collection of SWM Charges 90%8. Efficiency in Redressal of Customer Complaints 80%

STORM WATER DRAINAGE

1. Coverage 100%2. Incidence of water logging 0 numbers


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HANDBOOK OF

SERVICE LEVELBENCHMARKING

MINISTRY OF URBAN DEVELOPMENT

GOVERNMENT OF INDIA


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Ministry of Urban DevelopmentGovernment of India

HANDBOOK OF

SERVICE LEVELBENCHMARKING


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8

BENCHMARKS AT A GLANCE

2.1 Water Supply Services

S. No. Proposed Indicator Benchmark

2.1.1 Coverage of water supply connections 100%

2.1.2 Per capita supply of water 135 lpcd

2.1.3 Extent of metering of water connections 100%

2.1.4 Extent of non-revenue water (NRW) 20%

2.1.5 Continuity of water supply 24 hours

2.1.6 Quality of water supplied 100%

2.1.7 Efficiency in redressal of customer complaints 80%

2.1.8 Cost recovery in water supply services 100%

2.1.9 Efficiency in collection of water supply-related charges 90%

2.2 Sewage Management (Sewerage and Sanitation)


2.2.1 Coverage of toilets 100%

2.2.2 Coverage of sewage network services 100%

2.2.3 Collection efficiency of the sewage network 100%

2.2.4 Adequacy of sewage treatment capacity 100%

2.2.5 Quality of sewage treatment 100%2.2.6 Extent of reuse and recycling of sewage 20%


2.2.8 Extent of cost recovery in sewage management 100%

2.2.9 Efficiency in collection of sewage charges 90%

2.3 Solid Waste Management


2.3.1 Household level coverage of solid waste management services 100%

2.3.2 Efficiency of collection of municipal solid waste 100%

2.3.3 Extent of segregation of municipal solid waste 100%

2.3.4 Extent of municipal solid waste recovered 80%

2.3.5 Extent of scientific disposal of municipal solid waste 100%


2.3.7 Extent of cost recovery in SWM services 100%

2.3.8 Efficiency in collection of SWM charges 90%

2.4 Storm Water Drainage


2.4.1 Coverage of storm water drainage network 100%

2.4.2 Incidence of water logging/ flooding 0

SERVICE LEVEL BENCHMARKING IN THE CONTEXT OF PERFORMANCEMANAGEMENT OF URBAN SERVICES


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20

Lists of SLBs have been chosen so as to reflect the

multiple facets of service delivery performance. SLBs

for which detailed data sheets are provided are:

a 2.1 Water Supply Services:As water is a

basic need, emphasis has been laid on

performance related to reach and access to

quality service, and prevalence and effectiveness

of the systems to manage the water supply

networks. As financial sustainability is critical for

continued effectiveness in service delivery,

performance is measured on this aspect too.

Indicators selected are:

2.1.1 Coverage of water supply connections

2.1.2 Per capita supply of water

2.1.3 Extent of metering of water connections

2.1.4 Extent of non-revenue water (NRW)

2.1.5 Continuity of water supply

2.1.6 Quality of water supplied

2.1.7 Efficiency in redressal of

customer complaints

2.1.8 Cost recovery in water supply services

2.1.9 Efficiency in collection of water supply-

related charges

a 2.2 Sewage Management (Sewerage and

Sanitation):For sewage management,

performance related to reach and access of the

service, effectiveness of the network and

environmental sustainability have beenemphasised, apart from financial sustainability

of operations. Indicators selected are:

2.2.1 Coverage of toilets

2.2.2 Coverage of sewage network services

2.2.3 Collection efficiency of sewage network

2.2.4 Adequacy of sewage treatment capacity

2.2.5 Quality of sewage treatment

2.2.6 Extent of reuse and recycling of sewage

2.2.7 Efficiency in redressal of

customer complaints

2.2.8 Extent of cost recovery in

sewage management

2.2.9 Efficiency in collection of

sewage charges

a 2.3 Solid Waste Management:Performance

related to reach and access, effectiveness of

network operations and environmental

sustainability have been considered, apart from

financial sustainability of operations. Indicators

selected are:

2.3.1 Household level coverage of solid waste

management services

2.3.2 Efficiency of collection of municipal

solid waste

2.3.3 Extent of segregation of municipal

solid waste

2.3.4 Extent of municipal solid waste recovered

2.3.5 Extent of scientific disposal of municipal

solid waste

SERVICE LEVELBENCHMARKS2.0

SERVICE LEVEL BENCHMARKS


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21HANDBOOK OF SERVICE LEVEL BENCHMARKING

2.3.6 Efficiency in redressal ofcustomer complaints

2.3.7 Extent of cost recovery in SWM services

2.3.8 Efficiency in collection of

SWM charges

a 2.4 Storm Water Drainage:Extent of the

network and effectiveness of the network are

emphasised to assess storm water drainagesystem performance. As this service does

not yield any direct revenues, financial

sustainability is not considered. Indicators

selected are:

2.4.1 Coverage of storm water

drainage network

2.4.2 Incidence of water logging/flooding


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22

WATER SUPPLYSERVICES2.1

2.1.1COVERAGEOFWATERSUPPLYCONNECTIONS

Performance Indicator

Unit

%

Number

Number

%

Definition

Total number of households in the service area

that are connected to the water supply network

with direct service connections, as a percentage of

the total number of households in that service

area. Service area implies a specific jurisdiction in

which service is required to be provided.

The total number of households (not properties) in

the service area should be calculated. The service

area refers to either the ward or ULB limits.

Cadastre maps supplemented through actual

ground level surveys (carried out once in four to

five years) should provide these data. Exclusive

surveys need not be carried out, and data can be

collected during other surveys carried out for

property tax, or other such purposes.

This will include households which receive

municipal water supply at one common point,

from where it is stored and distributed to all

households (for example, as in apartment

complexes). Households supplied water through

public standposts or tankers should be excluded.

Households completely dependent on other water

sources such as borewells, open wells, etc., should

not be included.

Coverage = [(b/a)*100]

Data Requirements

Indicator

Household level coverage of direct

water supply connections

a. Total number of households in the

service area

b. Total number of households with

direct water supply connection

Household coverage for water

supply connections

Data requi red for calculating Unit Remarksthe indicator



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Minimum frequency of measurement Smallest geographical jurisdiction forof performance indicator measurement of performance

Measurement Quarterly Measurement Zone/ DMA level

Rationale for the Indicator

The minimum level acceptable standard for water supply service should be a household level water

supply connection, that is, a direct piped connection for water supply within the household. Water

provision to households (urban poor or otherwise), at common public standposts cannot be

considered as an acceptable/ long-term permanent service provision standard. The social costs of not

having access to a piped water connection at the household level are significant. Innovative service

delivery options may be adopted for delivery of piped water connections to properties with

inappropriate tenure rights (as in many urban slums). It is therefore important to measure this

performance indicator, the benchmark value for which should be 100 percent.

Reliability of MeasurementReliability scale Description of method

Lowest level of reliability (D) Estimation of households covered on the basis of geographical area

of the city covered with the pipeline network, as a surrogate indicator

for water supply coverage.

Intermediate level (C) Estimation of households covered on the basis of road length in the

city covered by the pipeline network, as a surrogate indicator for

water supply coverage.

Intermediate level (B) Estimation of households covered computed as the total number of

connections (for which data are maintained) as a percentage of theestimated number of households on the basis of population (total

population divided by average household size).

Highest/preferred level Calculation based on the actual number of households with direct

of reliability (A) service connections (for which data are maintained); and the total

number of households as revealed in ground level surveys.

Data are periodically updated on the basis of building units

approved, and new household level water connections provided.


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24

2.1.2PERCAPITASUPPLYOFWATER


Unit

litres per

capita per

day (lpcd)

litres per

month

Number

Number

litres per

capita per

day (lpcd)

lpcd

Data Requirements

Indicator

Per capita quantum of

water supplied

a. Water supplied to the

distribution system

b. Population served

c. Number of days in the month

d. Additional information on areas

where water is supplied at a rate

less than 70 lpcd

Water supplied

Data requi red for calculating Unit Remarksthe indicator

Definition

Total water supplied to consumers expressed by

population served per day.

Daily quantities should be measured through

metering, and records maintained. The total supply

for the month should be based on an aggregate of

daily quantum. Only treated water input into the

distribution system should be measured. If water is

distributed from multiple points, the aggregate of

that quantity should be considered. The quantum

should exclude bulk water transmission and

distribution losses, as measured through water audittests. This quantum should include water purchased

directly from any other sources and put into the

distribution system, if any. Water may have been

purchased from neighbouring ULBs, Cantonment

Boards, etc. Water supplied in bulk to large water

intensive industries/ industrial estates should

be excluded.

The number of people in the service area served by

the utility. While typically the number of residents are

considered, if the city has a significant floating

population of tourists who temporarily reside in the

city, such a population should be included. Tourist

population estimates can be reasonably computed

on the basis of bed capacity of hotels, and

occupancy rates.

The number of days in the specific month.

The number of people in these service areas served

by the utility. The quantity of water supplied to these

areas measured through bulk meters or by scientific

calculation using flow velocity and head.

Per capita water supplied = [(a/c) / b]



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This frequently used performance indicator provides an overall indication of the adequacy of the

water supply to meet the needs of the citizens in the city. Per capita water supplied, expressed in lpcd,

indicates the adequacy of the municipal water supply system in being able to source, treat water to

potable standards and supply it into the distribution system. Therefore, this indicator should be

periodically measured and monitored. Monitoring this on a monthly basis will reveal seasonal

variations. The benchmark value for this indicator is 135 lpcd. However, the additional information in

respect of the areas where water is supplied at the rate of 70 lpcd should also be indicated. The key

limitation of this indicator is that it provides information on a city-wide basis, and does not reveal

intra-city variations.

Reliability of Measurement

Reliability scale Description of method

Lowest level of reliability (D) The quantity of water produced is estimated on the basis of assumed

pump capacity and efficiencies, and the number of hours of

operation. The population served is calculated on the basis of past

census figures, extrapolated to current levels. Reliable estimates of

the floating population are not available.

Intermediate level (C) The quantity of water produced is estimated on the basis of

measurement of periodic sample surveys of production flows at all

bulk production points. Reliable estimates of transmission losses andindustrial water consumption are available. The population served is

calculated on the basis of past census figures, extrapolated to current

levels. Reliable estimates of the floating population are not available.

Intermediate level (B) Not applicable.

Highest/preferred level of The quantity of water produced is computed on the basis of

reliability (A) measurement by bulk flow meters at the outlet of the treatment plant

and/or at all bulk production points. The quantum of losses and bulk

industrial consumption are periodically monitored. The population

served is known with reasonable accuracy. Any expansion of

municipal limits and other significant factors are measured andfactored into the current population computation. The floating

population is estimated with reasonable accuracy.




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2.1.3EXTENTOFMETERINGOFWATERCONNECTIONS


Unit

%

Number

Number

Number

Number

%

Data Requirements

Indicator

Extent of metering of

water connections

a. Total number of direct

service connections

b. Total number of

public standposts

c. Number of metered direct

service connections

d. Number of metered

public standposts

Extent of metering of

water connections

Data required for calculating Unit Remarksthe indicator

Definition

The total number of functional metered water

connections expressed as a percentage of the total

number of water supply connections. Public

standpost connections should also be included.

This will include households and establishments

which receive municipal water supply at one

common point, from where it may be stored and

distributed for all households (for example, as in

apartment complexes). Households completely

dependent on other water sources such as bore

wells, open wells, etc., should not be included.

The total number of public standpost connections,

which are currently in use, should be considered.

Of the total number of direct service connections

(to all categories of consumers), the number of

connections which have functional meters, and

metered quantities is the basis for billing of

water charges.

Typically, public standposts are not metered.

However, if some are metered, they should

be included.

Extent of metered connections =

[(c + d)/ (a + b)]*100



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While water is a basic need, the supply of potable water to citizens at their doorstep involves

significant costs in building, operating and maintaining a system to do so. In a water supply system,

the quantum of service provided to citizens is directly measurable, and therefore it is necessary that

all the water supplied to all categories of consumers should be metered. Metering will also induce

efficiency in use of water, reveal physical and administrative leakages in the system, and enable

high-end consumers to be charged for consuming more. Therefore, to introduce a volumetric-based

tariff structure for water charges, metering all connections is essential. It is, therefore, important to

monitor this indicator, the benchmark value for which is 100 percent.


Lowest level of reliability (D) A few meters have been installed. All installed meters are assumed to

be functional and used as the basis for billing water charges.

Intermediate level (C) Meters are installed for only certain categories of consumers. It is

assumed all consumers of these categories have meters installed

which are functional and used as the basis for billing. Records

do not reveal the exact number of connections which are metered.

Water is charged on the basis of average readings for the consumer

category or on the basis of past trends in most cases.

Intermediate level (B) Databases/ records reveal the list of consumers that have meters

installed in their water connections. However, there are no clear data

on functioning of meters, and no linkage with the billing system that

may or may not use metered quantity as the basis for billing.

Highest/preferred Billing records and databases clearly identify consumers with meters

level of reliability (A) (against specific meter serial number). Billing processes reveal regular

reading of meters and meter readings are the basis for charging

consumers. Records on standposts are available. Databases of water

connections and meters are complete, and spatially referenced with a

geographic information system (GIS) database. There is a mechanism

in place to repair meters if found faulty. Processes for installation of

new water connections, installation of meters and generation of water

bills based on this are interlinked, and the data systems enable such

continuity of data flow regarding these.




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28

2.1.4EXTENTOFNON-REVENUEWATER(NRW)


Unit

%

million

litres per

day (or)

month

million

litres per

day (or)

month

%

Data Requirements

Indicator

Extent of NRW

a.Total water produced and put

into the transmission and

distribution system

b. Total water sold

NRW

Data requi red for calculating Unit Remarks

the indicator

Definition

This indicator highlights the extent of water produced

which does not earn the utility any revenue. This is

computed as the difference between the total water

produced (ex-treatment plant) and the total water

sold expressed as a percentage of the total waterproduced. NRW comprises: a) Consumption

which is authorised but not billed, such as public

standposts; b) Apparent losses such as illegal water

connections, water theft and metering inaccuracies;

and c) Real losses which are leakages in the

transmission and distribution networks.

Daily quantities should be measured through

metering, and records on the transmission and

distribution system should be maintained. The total

supply for the month should be based on the

aggregate of the daily quantum. Only treated water

input into the distribution system should be

measured. If water is distributed from multiple

points, the aggregate of that quantity should be

considered. This quantum should include water

purchased directly from any other sources and put

into the distribution system, if any. Water may have

been purchased from neighbouring ULBs,

Cantonment Boards, etc.

The actual volume of water supplied to customers

who are billed for the water provided. Ideally, this

should be the aggregate volume of water consumed

as per which consumers have been billed. However,

in the absence of a complete and functionally

effective metering regimen, alternate methods of

measurement need to be evolved, with lower but

acceptable levels of reliability.

NRW = [((a - b)/ a)*100]



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Minimum frequency of measurement Smallest geographical jurisdiction for

of performance indicator measurement of performance

Measurement Quarterly Measurement ULB level


The reduction in NRW to acceptable levels is vital for the financial sustainability of the water utility.

NRW can be reduced through appropriate technical and managerial actions, and therefore

monitoring NRW can trigger such corrective measures. The reduction of real losses can be used to

meet currently unsatisfied demand or to defer future capital expenditures to provide additional supply

capacity. The reduction of NRW is desirable not just from a financial standpoint, but also from the

economic and environmental benefits point of view. The benchmark value for NRW may be

considered at 20 percent, the levels achieved by most well-performing utilities in developed countries.

NRW is also influenced by factors outside the control of the water utility such as the topography of the

city, age of the network, length of the network per connection and water use per capita.



Lowest level of reliability (D) The quantity of water produced is estimated on the basis of assumed

pump capacity and efficiencies, and the number of hours of

operation. A few meters have been installed in the distribution system

and at the consumer end. The quantity of water sold to the category

of consumers to whom bills are raised is estimated on the basis of

assumed average consumption in that category and the number of

consumers in that category.

Intermediate level (C) The quantity of water produced is estimated on the basis ofmeasurement of periodic sample surveys of production flows at all

bulk production points. Meters are installed for a select category of

consumers, such as commercial and bulk consumers. For other

categories of consumers, such as domestic consumers, the number of

such consumers and the average consumption per consumer are

considered, to arrive at the quantum of water sold.

Intermediate level (B) The quantity of water produced is computed on the basis of

measurement at bulk flow meters at the outlet of the treatment plant

and/or at all bulk production points. The quantum of water sold is

based on the metered quantity for bulk and commercial consumers.

For households, ferrule size (the size of the distribution pipe outlet at

the consumer end) of each consumer connection as well as the hours

of supply are known, to compute the quantum of water sold.

Highest/preferred level of The quantity of water produced is computed on the basis of

reliability (A) measurement at bulk flow meters at the outlet of the treatment plant

and/or at all bulk production points. Metering is undertaken at all

key distribution nodes (entry to DMAs) and at the consumers end for

all categories of consumers. Billing records and databases clearly

reveal regular reading of meters and, therefore, the total quantum of

water billed to consumers in the given time period (month/bi-monthly).


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2.1.5CONTINUITYOFWATERSUPPLY


Unit

Hours

per day

Hours

Data Requirements

Definition

Continuity of supply is measured as the average number of

hours of pressurised water supply per day. Water pressure

should be equal to or more than a head of 7 metre (m) at the

ferrule point/meter point for the connection (7 m head

corresponds to the ability to supply to a single-storey building).

The number of hours of supply in each operational zone (or

DMA) should be measured continuously for a period of seven

days. The average of the seven days should be considered for

that month. Measurement should exclude hours of supply

where the pressure is less than the minimum standards for

piped water supply. The zone-wise figures should be averaged

out to get city-wise data.

Indicator

Continuity of water supply

Average hours of pressurised

supply per day


Data required for calculating Unit Remarks

the indicator


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Almost no Indian city has a continuous (24x7) water supply system, the norm for all cities in the

developed world. From a citizens perspective, it is desirable to have round-the-clock water supply

daily, as it eliminates the need to provide and manage household/ establishment level storage, and

other resultant inconveniences. Water utilities in most Indian cities provide intermittent and limited

number of hours of supply, as a means to manage inadequate supply. A number of studies have

demonstrated the negative fallouts of designing and operating a system for intermittent water supply.

A number of cities are undertaking substantial investments to improve this service level. It is,

therefore, critical to monitor this indicator on a city-wide basis and move towards the benchmark

value of 24 hours.



Lowest level of reliability (D) Estimation of the number of hours based on feedback from field level

engineers. Zone-wise data are not available.

Intermediate level (C) Not applicable.

Intermediate level (B) The calculation is based on detailed operational records at each of the

valve operating points. Pressure availability at the consumers end is

assumed to be adequate and meeting the stated norms.

Highest/preferred level of The calculation is based on detailed operational records at each of the

reliability (A) valve operating points. Pressure adequacy and the number

of hours of supply at the consumers end are assessed on the

basis of a statistically valid sample survey, across all zones in the city.


Measurement Monthly Measurement Zone/ DMA level


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32

2.1.6QUALITYOFWATERSUPPLIED


Unit

%

Number

per month

Number

per month

%

Data Requirements

Indicator

Quality of water supplied

a. Total number of water supply-

related complaints received

per month

b. Number of samples that meet

the specified potable water

standards in the month

Quality of water supply


the indicator

Definition

The percentage of water samples that meet or

exceed the specified potable water standards, as

defined by the Central Public Health and

Environmental Engineering Organisation (CPHEEO).

The sampling regimen should meet standards andnorms laid down.

The actual number of water samples that are taken

for testing in the month. Samples should be drawn

at both pointsoutlet of the treatment plant and at

the consumer end. The sampling regimen should

meet laid down standards and norms.

Of the total number of samples drawn in the month,

the number of samples that have met or exceeded

the specified potable water standards. All

parameters of the quality standards should be met.

Even if one standard is not met, the sample cannot

be assumed to have met the standards.

Quality of water supply = [(b/a)*100]



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The quality of water supplied is as important a performance indicator as other service delivery

indicators. Poor water quality can pose serious public health hazards. Water-borne diseases are quite

common in Indian cities, particularly among the urban poor. Although, in most cases, the source of

water that causes such diseases/epidemics is not the municipal piped water supply, it is very

important to monitor the supply. Therefore, this performance indicator must be regularly monitored,

the benchmark value for which is 100 percent.



Lowest level of reliability (D) Sampling is done only at treatment plant outlets. There is absence of

a sampling regimen and of required laboratory equipment, and only

very basic tests are carried out.

Intermediate level (C) Sampling is done at production and intermediate points along the

distribution network, but only for residual chlorine. There is absence

of a sampling regimen and of required laboratory equipment, and

tests are intermittently carried out through a third party.

Intermediate level (B) Regular sampling is done at the treatment plant outlet and

consumption points. Consumption points are spatially spread across

the city. The sampling regimen is well documented andpracticed. Tests include residual chlorine as well as bacteriological

tests. The ULB/utility has its own laboratory equipment or easy and

regular access to accredited testing centres.

Highest/preferred level Regular sampling is done at the treatment plant outlet and

of reliability (A) consumption points. The sampling regimen is well documented and

practiced. Tests include residual chlorine as well as bacteriological

tests. The ULB/utility has its own laboratory equipment or easy and

regular access to accredited testing centres. A periodic, independent

audit of water quality is carried out.


Measurement Monthly Measurement ULB level


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34

2.1.7EFFICIENCYINREDRESSAL OFCUSTOMERCOMPLAINTS


Unit

%

Number

per month

Number

per month

%

Data Requirements

Indicator

Efficiency in redressal of customer

complaints

a. Total number of water supply-

related complaints received

per month

b. Total number of complaints

redressed within the month

Efficiency in redressal of

complaints


the indicator

Definition

The total number of water supply-related complaints

redressed within 24 hours of receipt of complaint, as

a percentage of the total number of water supply-

related complaints received in the given time period.

The total number of all supply-related complaints

from consumers received during the month. Systems

for receiving and logging in complaints should be

effective and easily accessible to the citizens. Points

of customer contact will include common phone

numbers, written complaints at ward offices,

collection centres, drop boxes, online complaints onthe website, etc.

The total number of water supply-related complaints

that are satisfactorily redressed within 24 hours or

the next working day, within that particular month.

Satisfactory resolution of the complaint should be

endorsed by the person making the complaint in

writing, as a part of any format/proforma that

is used to track complaints.

Efficiency in redressal of complaints =

[(b/a)*100]



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Minimum frequency of measurement Smallest geographical jurisdiction for

of performance indicator measurement of performance

Measurement Monthly Measurement Zone/ DMA level


It is important that, in essential services such as water supply, the ULB/water utility has effective

systems to capture customer complaints/grievances, escalate them internally for remedial action and

resolve them. While many ULBs/utilities have put in place systems to capture complaints, much more

work needs to be done to put in place back-end systems for satisfactory resolution of those

complaints on time. As water supply is an essential service, the benchmark time for redressal is

24 hours or the next working day. It is, therefore, important to monitor this indicator. The benchmark

value for this indicator will depend on a number of factors such as the size of the city, age of the

network, etc. The benchmark value for this indicator may be set at 80 percent.


Lowest level of reliability (D) Complaints data are not maintained either at the ward or city level.

Intermediate level (C) There are multiple mechanisms/means by which consumers can

register their complaints such as by telephone, in person or by writing

or e-mail. All complaints received are assumed to be resolved quickly.

Intermediate level (B) There are multiple mechanisms/means by which consumers can

register their complaints such as by telephone, in person or by writing

or e-mail. However, systems do not exist for aggregating, sorting and

tracking the complaints. Data available for some months have beenused as a trend to report the figures for some other months.

Highest/preferred level There are multiple mechanisms by which consumers can register their

of reliability (A) complaints such as by telephone, in person or by writing or e-mail.

Complaints are segregated into different categories. They are collated

through the computer network or other systems, and tracked on a

daily basis. The status of redressal of complaints is maintained.

Consumers endorse complaints being addressed on the

municipal proforma.


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36

2.1.8COSTRECOVERYINWATERSUPPLYSERVICES


Unit

%

Rs crore

per quarter

Rs crore

per quarter

%

Data Requirements

Indicator

Cost recovery in water

supply services

a. Total annual operating expenses

b. Total annual operating revenues

Cost recovery in water

supply services


the indicator

Definition

The total operating revenues expressed as a

percentage of the total operating expenses incurred

in the corresponding time period. Only income and

expenditure of the revenue account must be

considered, and income and expenditure from thecapital account should be excluded.

Should include all operating expenses (for the year)

such as electricity, chemicals, staff, outsourced

operations/staff related to water supply, bulk water

purchase costs and other operations and

maintenance (O&M) expenses. Should excludeinterest payments, principal repayments and other

capital expenses.

Should include all water supply-related revenues

(billed) during the corresponding time period,

including taxes/cess/surcharges, user charges,

connection charges, sale of bulk water, etc. This

should exclude capital income such as grants,

loans, etc.

Cost recovery = [(b/a)*100]



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Measurement Quarterly Measurement ULB level


Financial sustainability is critical for all basic urban services. In services such as water supply, benefits

received by the consumers are more direct and can be quantified. Therefore, through a combination

of user charges, fees and taxes, all operating costs may be recovered. Therefore, this indicator is

critical for measuring overall cost recovery, the benchmark value for which is 100 percent. Cost

recovery objectives provide a basis for tariff fixation, enable setting targets for revenue mobilisation

and cost control in the delivery of water supply services.



Lowest level of reliability (D) There is no segregation of budget heads related to water supply

services and sanitation from the rest of the functions of the agency.

A cash-based accounting system is practiced. There are no

clear systems for reporting unpaid expenditure, or revenues that are

due. Disclosures and reporting are not timely. Audits have a time lag

and are not regular.

Intermediate level (C) Not applicable.

Intermediate level (B) Budget heads related to water and sanitation are segregated. Key

costs related to water and sanitation are identifiable, although

complete segregation is not practiced (for example, electricitycosts for water supply services are not segregated from overall

electricity costs of the ULB). Key income and expenditure are

recognised based on accrual principles. Disclosures are complete

and are timely.

Highest/preferred level In case of multi-function agencies such as municipal corporations, the

of reliability (A) budget heads related to water and sanitation are clearly separated.

Cost allocation standards for common costs are in place. An accrual-

based double entry accounting system is practiced. Accounting

standards are comparable to commercial acc

Documents

Satya Mehta