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Design and Implementation of a Water Kiosk System for 3 Water Service Providers

3) Project Implementation Report

Table of Contents

1Introduction

1.1Objectives of the Kiosk Pilot Project

1.2Current Status of the Project

1.3Organisation of this Report

2Establishment of a Task Team

2.1Reasons for Adopting a Taskteam Approach

2.2Composition of the Project TaskTeam

2.3Management of the TaskTeam

2.4Main Responsibilities of the TaskTeam

2.5Allowances for TaskTeam Members

2.6The TaskTeams Mailing List

3Community Participation Concept

3.1Proposed Community Participation Concept

3.2Organising Public Meetings

3.3Kiosk Site Selection Procedure

3.3.1Finding Kiosks Sites Through Involving the Residents

3.3.2Road Reserves

4Management of Water Vendors and Kiosks

4.1The Kiosks of Mavoko-EPZA Management System

4.1.1Mavoko-EPZA: Current Kiosk Management System

4.1.2Proposed Privatisation of the Mavoko-EPZA Kiosks

4.1.3Current Oloolaiser WSC Kiosk Management System

4.1.4Proposed Kiosk System for Oloolaiser WSC

4.1.5Proposed Kiosk System: Naivasha WSC

4.2The Proposed Kiosk Systems for the 3 WSPs

4.3Sale of Other Goods at the Kiosk by Vendors

4.4Integration of the Kiosks in the Billing System

4.5Supervision is Key

4.5.1Customer Services Assistants

4.5.2Existing Zones in the Kiosk Pilot Towns

5The Introduction of Pro-Poor Tariffs: Mavoko EPZA

5.1Current Tariffs and Tariff Structure

5.2Recommendations

6Technical Issues Concerning the Implementation of the Project

6.1Water Supply to Pilot Areas: Perceived Technical Constraints

6.1.1Mavoko-EPZA WSC

6.1.2Naivasha WSC

6.1.3Oloolaiser WSC

6.2Illegal Connections and Un-metered Connections

6.3Metering of Existing Un-Metered Connections in the Project Areas

6.4Repair of Major Leaks

6.5Installation of Bulk meters

6.6The Kiosks: Technical Adaptations

7Preparation of Technical and Financial Proposal

7.1Support by the WSTF

7.2Technical proposal

7.3Financial Proposal

8Preparation and Implementation of Technical Works

8.1Disbursement of Funds by the WSTF

8.2Procurement of Materials and Services

8.2.1Remarks Related to the Procurement Procedure

8.2.2Procurement and the Communities

8.3Approval of Building Plans and Approval of Sites and Site Plans

8.4Implementation of Technical Works

8.4.1Kiosks (only)

8.4.2Additional Works

8.5Supervision of Technical Works

8.5.1Supervision by the Water Services Boards

8.5.2Technical Support Provided by the WSTF

8.6Financial Management and Reporting

8.6.1Procedures of the WSTF

8.6.2Financial Management of the Project

9To Do Lists

9.1The Water Service Providers

9.2The Water Services Trust Fund

9.3The Consultant

9.4The TaskTeams

10The Kiosk Pilot Project Implementation Programme

10.1Introduction

Glossary and List of Abbreviations

Bibliography

Appendix 1: Customer Care at Mavoko-EPZA

Recording Customer complaints

Customer Care and the Kiosks

Appendix 2: The Kiosk Pilot Project Implementation Programme

The Kiosk Pilot Project Implementation Programme

Activity CARDS

Appendix 3: Proposed Kiosk Management System (Draft)

Appendix 4: Ministry of Health and Institutional Reform

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1Introduction

1.1Objectives of the Kiosk Pilot Project

The main objectives of the Kiosk Pilot Project can be summed up as follows:

  • Improve the water supply situation in a number of low income settlements.
  • Improve the design of water kiosks and make them more user-friendly and vandalism proof.
  • Develop and implement a kiosk management concept which allows the Water Service Providers (WSP) to operate kiosks in a sustainable manner.
  • Build capacity, through on-the-job training, at the level of the Water Services Trust Fund (WSTF).
  • Prepare, on the basis of the experience gained and lessons learned during the pilot project, a Toolkit for Low Income Water Supply, which can be used by other WSPs.

1.2Current Status of the Project

The following Kiosk Pilot Project activities have been carried out so far (June 2007):

  • Potential kiosk pilot areas were identified by the WSPs.
  • Data was collected on all these areas.
  • A Data Collection and Identification of Kiosk Pilot Areas report has been prepared (see Project Report 2)
  • On the basis of the collected data and discussion with the WSPs, the Kiosk Pilot Project areas were identified and the number of kiosks needed to adequately supply these areas (or parts of them) was determined.
  • Kiosk drawing were adapted on the basis of field observations and discussions with staff of the 3 WSPs.
  • The outlines of the kiosk management systems were discussed by the WSPs and the Consultant.
  • The planning and implementation of the technical works were discussed in some detail.

1.3Organisation of this Report

This report discusses the following topics:

  • The formation, composition and responsibilities of the project TaskTeams(Chapter 2).
  • The proposed community participation concept (Chapter 3).
  • The management of vendors and kiosks (Chapter 4).
  • Pro-poor kiosk tariffs (Chapter 5).
  • Technical issues to consider (Chapter 6).
  • Preparation of the project proposal (Chapter 7).
  • Implementation of technical works(Chapter 8).
  • To do lists for the various stakeholders (WSP, WSB, WSTF and the Consultant) (Chapter 9).
  • The Kiosk Pilot Project Implementation Programme(Chapter 10).

This report has 4 appendices:

  • Appendix 1summarises the customer care concept of MEWSC.
  • Appendix 2 presents the Kiosk Pilot Project implementation programme.
  • Appendix 3 shows the proposed kiosk management systems for the 3 WSPs. Other documents such as the WSP-Vendor Contract and the Rules and Guidelines for Water Vendors will be based upon this document.
  • Appendix 4 summarises the proposed institutional reform within the health sector.

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2Establishment of a Task Team

2.1Reasons for Adopting a Taskteam Approach

The various kiosk pilot schemes will be implemented by a number of TaskTeams. The reason for establishing TaskTeams is to bring together the various stakeholders and to benefit from their knowledge, expertise and authority.

The TaskTeams will carry out or coordinate all activities related to the planning and implementation of kiosk systems in their area.

This chapter discusses the composition and the responsibilities of the TaskTeams

2.2Composition of the Project TaskTeam

The TaskTeam should be composed as follows:

  • (At least) 2 staff members of the WSP preferably one technical staff member and one staff member with experience in public relations or community works.
  • 2 staff members of the Municipality (one of them being the Community Development Officer, the other TaskTeam member could be the Municipal Planner or the Surveyor).
  • (At least) 2 representatives of the community (Preferably elected office bearers or elders who are respected). The companies should also consider the participation of the Chiefs and of community-based organisations.[1]
  • A member of the local Public Health Department.
  • The Community Development Expert of the Water Services Board can be asked to participate in specific community-related activities.

Although it is preferable to create one TaskTeam for each project area, the staff members of the WSP and of the Municipality can be members of several TaskTeams.

In additional to the above-mentioned community members, the companies should also consider making use of other community entry points such as the churches.

2.3Management of the TaskTeam

The Taskteam should be managed by a staff member of the Company who will act as an anchor person responsible for cording all activities and for informing the other TaskTeam members.

2.4Main Responsibilities of the TaskTeam

The TaskTeam is responsible for the following activities:

  • Data collection on the project area.
  • Assessing the number of kiosks required to adequately supply the area.
  • Making a technical assessment which establishes if the area can be supplied with treated water (water pressure, supply hours, etc.).
  • Mobilising and informing the community on the Kiosk Pilot Project.
  • Identifying, together with local residents, appropriate sites for the kiosks.
  • Preparing a project proposal which consists of a technical proposal and a financial proposal (based upon a detailed bill of quantities). This work has to be carried out together with the WSP management.
  • Prepare technical works.
  • Implement technical works (network extensions and related works).
  • Supervise technical works (the construction of the kiosks).
  • Sensitise the residents of the area on the importance of consuming treated water.
  • Sensitise the residents of the area on the kiosk management system (role of the Vendor, customer rights and responsibilities, business hours, etc.).
  • Identifying water vendors.
  • Training water vendors.
  • Commissioning of the kiosks.
  • Provide on-the-job training to vendors.
  • Assisting customers.

WSP management has to approve the project proposal and submit it to the WSTF.

The Financial Committee or the Procurement/Tender Committee of the Company will be responsible for the procurement of materials and Contractor services.

The WSP will be responsible for financial management of the project(s).

WSP management will be responsible for reporting to the WSTF.

2.5Allowances for TaskTeam Members

It may be necessary to pay the representatives of the communities where the kiosk project will be implemented for their input. The WSP, therefore, should include the costs related to the functioning of the TaskTeam. This budget should be based upon the number of activities (days) which will require the input of these members of the TaskTeam.

According to Oloolaiser WSC TaskTeam members should receive an allowance of KSH 200/day (for a full days work).

2.6The TaskTeams Mailing List

The 3 WSPs are requested to send all the contact details (name, organisation, position/function/ phone, fax and e- mail) of their own staff involved in the project and of the members of the TaskTeam to the Consultant (), who shall prepare and send all participants a mailing list.

This list should also enable the 3 WSPs and the various TaskTeams to exchange information and ideas.

3Community Participation Concept

3.1Proposed Community Participation Concept

Community participation is a key element of the successful introduction of sustainable kiosk system in urban contexts. It is important, however, to clearly separate the roles and responsibilities of the various stakeholders:

The community should be involved in:

  • Finding appropriate sites for the kiosks (implementation phase).
  • The identification, recruitment and training of Water Vendors (implementation phase).
  • The mobilisation and sensitisation of the population (implementation phase).
  • The prevention of vandalism (operation phase).
  • The communication of customer complaints (operation phase).

The Water Service Provider should be responsible for:

  • Financial management and control (including cash collection).
  • Tariff setting (tariffs have to be approved by the Regulator).
  • Water quality.
  • Supervision of Vendors.
  • Assuring adequate service levels.
  • Assuring that all kiosks and their surroundings are kept clean.
  • Technical management (operation and maintenance).

The community participation concept should be linked to- and be compatible with the customer care/customer relations/customer complaints concepts and procedures of the WSP (see also Appendix 1).

3.2Organising Public Meetings

The TaskTeam will have to organise a number of public meetings in order to inform residents on the Kiosk Pilot Project, to select appropriate sites for the kiosks, to identify individuals or groups capable of and interested in operating the kiosks and to inform residents on the way the kiosk will be operated.

The TaskTeam has to ensure that these meetings are well organised and well attended. If residents are informed about an upcoming meeting, they may end up not feeling part and parcel of the project.

Involving all residents and not only certain factions or groups within the area is also a means to avoid political tensions and intrigues.

3.3Kiosk Site Selection Procedure

3.3.1Finding Kiosks Sites Through Involving the Residents

Finding appropriate sites for water kiosks is a participatory process which follows a procedure which allows for the active participation of the community and its representatives. In fact the identification of sites for kiosks is the first activity in which the community will be asked to participate.

During the identification of appropriate sites for the kiosks, the following criteria should be taken into account:

  • The views preferences of the residents of the kiosk catchment area.
  • Accessibility and distance (between dwellings and kiosks).
  • Other socio-economic constraints such as distance to grave yards, bars, markets, main roads (a kiosk should not be transformed into a car wash facility).
  • The sites of the kiosks in the other catchment areas.
  • Technical constraints such as soil condition, the layout of roads, and distance to the main distribution network and the likelihood of erosion and flooding.
  • Environmental constraints (is the area prone to flooding, erosion, etc.).
  • Financial constraints (every budget has its limits) and maximum per capita investment costs (investment per resident of the kiosk catchment area).
  • Public health considerations; it should be easy to keep kiosks clean, also during the rainy season (kiosks should not be constructed next to garages or butcheries, on slopes, etc. It should not be possible to turn a kiosk into carwash).
  • Commercial considerations; the Company kiosk should be located next to an existing private water kiosk.
  • Legal constraints such as land use and land ownership.
  • The Development Plans of the Municipality.

The kiosk site selection procedure has to give potential beneficiaries the opportunity to select a number of alternative sites. The Consultant or Taskforce responsible for the implementation of the kiosk system will have to organise one or 2 public meetings during which the project and the kiosk site selection procedure can be explained and during which a number of sites can be identified. During the meeting, the residents present may propose a particular site, but the Taskforce will have to verify (on the spot) whether or not this site is already used or owned by individuals, institutions or organisations.

3.3.2Road Reserves

If water kiosks can be constructed on road reserves[2] there will be no need to purchase the land.[3] Road reserves are part of public utility land owned by the Municipality and can be allocated in order to provide public amenities. It is of crucial importance, therefore, to involve the Municipality in the kiosk site identification process. Involvement means:

  • Staff of the Municipality should, therefore be asked to become part of the Kiosk TaskTeam.
  • The selections of the kiosk sites should therefore be guided by the interest of the main stakeholders:
  • Residents: kiosks should be accessible and the site should be safe.
  • Mavoko-EPZA WSC: the kiosk site should not result in technical constraints.
  • Municipality: the land should be public utility land not earmarked for other developments.
  • WSB: being the assets owner, the WSB should approve of kiosk design the site and the site plan.[4]

After the public meetings the TaskTeam will have to mark the site make, a digital picture and GPS readings.

Picture 3.1: Discussions between MEWSC staff and residents after a public meeting


4Management of Water Vendors and Kiosks

4.1The Kiosks of Mavoko-EPZA Management System

4.1.1Mavoko-EPZA: CurrentKiosk Management System

Currently Mavoko-EPZA is operating 15 water kiosks. The kiosk management system can be summed up as follows:

  • Vendors are employees of Mavoko-EPZA.
  • Vendors receive a monthly salary but have to deposit cash according to the meter readings.
  • Vendors deposit the amounts they collect to the Meter Reader of the Company and receive a receipt.
  • The kiosks are not integrated in the computerised billing system of the Company. Kiosks do not have an account number and revenue management is done manually.

4.1.2Proposed Privatisation of the Mavoko-EPZA Kiosks

Mavoko-EPZA Water and Sewerage Company intends to privatise its kiosks. This exercise should also benefit the kiosks that will be rehabilitated within the framework of the Kiosk Pilot Project. The privatisation programme should result in a kiosk management system which consists of the following elements:

  • Each water kiosk is metered.
  • Water vendors are charged according to the meter readings.
  • Meters are read on a daily basis.
  • Meters are installed in a lockable meter chamber.
  • Although the meter can be read without opening the meter chamber, the vendor cannot access the meter as the keys to the meter chamber are kept by the Company.
  • Vendors sign a contract with the Company.
  • Vendors, before they can sign their contract, need to pay a refundable deposit of KSh 50,000.
  • Kiosks can be operated by individuals or by groups.
  • Only registered (self-help) groups can apply for the operation of one or more kiosks.[5]
  • Vendors should deposit the money they collect from their customers on a daily basis.
  • The cash is collected by the Company at the kiosk. Vendors have to deposit according to the meter readings.
  • Vendors only have to deposit the amounts they owe the company. In other words, vendors do not have to deposit all the cash they collect.
  • The vendor is allowed to determine the business hours of the kiosk.

4.1.3Current Oloolaiser WSC Kiosk Management System

The kiosk management system of Oloolaiser WSC, which operates 8 kiosks (3 in Ngong, 4 in Kiserian and one in Ongata Rongai), can be summarised as follows:

  • Water is sold at the kiosks at KSh 3/20-litre container (instead at the gazetted KSh 2/20-litre container).
  • If we assume that a full 20-litre container contains 22 litres, customers pay KSh 136/m3.
  • The vendors pay the company KSh 15/m3 in other words the commission of the vendor is KSh 121/m3 (Vendors receive 89% of the retail price).
  • Vendors operate without a contract.
  • Some kiosks are metered and the consumption of the other kiosks is assessed on the basis of an assessed consumption.
  • All kiosks have an account number.[6]

Kiosk customers pay much more for safe water than customer who own or who have direct access to a domestic connection. Oloolaiser charges its customers KSh 200 for the first 10m3. When consumption ranges between KSh 11 and KSh 20m3, customers pay KSh 25/m3. Between 21 and 30m3 the tariff is KSh 35/m3.

4.1.4Proposed Kiosk System for Oloolaiser WSC

The kiosks management system of Oloolaiser has to take into account that all customers have to make their water payments at the post office. A minimum payment of KSh 200 has been introduced to prevent very low deposits (the Company pays a fee of KSh 29 for each transfer).

The Company believes that it should determine the business hours of the kiosk but that the vendor can decide whether he or she wants to provide (passers-by) with free drinking water (using a cup). The business hours of a kiosk, however, should be discussed with the vendors and the customers of the kiosk.

The company believes vendors should be responsible for carrying out minor repairs and for replacing leaking taps, etc. In principle the maintenance and repair responsibility of the company should end at the meter. The vendor, who should keep the kiosk fully operational, is also responsible for the cleanliness of the kiosk. The contract the Company signs with the vendor should specify the duties of the vendor and of the company.