16

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

The Step-by-Step Planning and

Implementation of a Kiosk System Using

ACTIVITY CARDS

Table of Contents

1 Activity CARDS: Introduction 3

2 How to use Activity CARDS 3

3 The Water Services Trust Fund 3

4 Gradual Development of an Information System on Low Income Areas 3

CARD 1: Appointment of a Customer Services Assistant (Activity 1) 4

CARD 2: Preliminary Meeting with the Community Representatives and other Stakeholders (Activity 2) 5

CARD 3: Formation of the TaskTeam (Activity 3) 6

CARD 4 (A): Data Collection (Activity 4) 7

CARD 4 (B): Data Collection (Cont.) (Activity 4) 8

CARD 4 (C): Data Collection and the Water Services Trust Fund (WSTF) (Activity 4) 9

CARD 4 (D): Importance of Needs Assessment (Activity 4) 10

CARD 4 (E): Importance of Needs Assessment (Activity 4) 11

CARD 5: Internal Activities of the TaskTeam (Activity 5) 12

CARD 6 (A): Two (2) series of Public Meetings at Kiosk Catchment Zone Level (Act. 6) 13

CARD 6 (B): 1st Series of Public Meetings at Kiosk Catchment Zone Level (Act. 6) 14

CARD 6 (C): Kiosk Catchment Areas or Zones (Activity 6) 15

CARD 6 (D): Criteria for the Selection of Sites for Kiosks (Activity 6) 16

CARD 6 (E): 2nd Series of Public Meetings at Kiosk Catchment Zone level (Activity 6) 17

CARD 7: Preparation of the Sensitisation Programme (Activity 7) 18

CARD 8 (A): Planning and Implementation of Technical Works (Activity 8) 19

CARD 8 (B): Planning and Implementation of Technical Works (Activity 8) 20

CARD 8 (C): Coordination of Technical Works and Sensitisation Activities (Act. 8) 21

CARD 9 (A): Implementation of the Sensitisation Campaign / Messages (Act. 9) 22

CARD 9 (B): Implementation of the Sensitisation Campaign / Health and Hygiene (Activity 9) 23

CARD 9 (C): Implementation of the Sensitisation Campaign / Health and Hygiene (Activity 9) 24

CARD 9 (D): Implementation of the Sensitisation Programme / Health and Hygiene (Activity 9) 25

CARD 9 (E): Implementation of the Sensitisation Campaign / Organisation (Activity 9) 26

CARD 9 (F1): Implementation of the Sensitisation Campaign / Organisation (Act. 9) 27

CARD 9 (F2): Implementation of the Sensitisation Campaign / Organisation (Activity 9) 28

CARD 9 (F3): Implementation of the Sensitisation Campaign / Organisation (Activity 9) 29

CARD 9 (F4): Implementation of the Sensitisation Campaign / Organisation (Act. 9) 30

CARD 9 (F5): Implementation of the Sensitisation Campaign / Organisation (Act. 9) 31

CARD 9 (G): Sensitisation Programme / Special Measures and Activities (Activity 9) 32

CARD 10 (A): Preparing the Commissioning of the Kiosk System (Activity 10) 33

CARD 10 (B): Preparing the Commissioning of the Kiosk System (Activity 10) 34

CARD 10 (C): Preparing the Commissioning of the Kiosk System (Activity 10) 35

CARD 11: Commissioning and Inauguration of the Kiosks (Activity 11) 36

CARD 12: Preparing the Implementation of the Kiosk System (Activity 12) 37

CARD 13: Day-to-Day Management of Vendors and Kiosks (Activity 13) 38

CARD 14: Evaluation of the Kiosk Scheme (Activity 14) 38

CARD 15 (A): Preparing a Budget (Activity 15) 39

CARD 15 (B): Preparing a Budget (Activity 15) 40

CARD 15 (C): Preparing a Budget (Activity 15) 41

CARD 15 (D): Preparing a Budget (Activity 15) 42

CARD 16: Kiosk Implementation Card and Checklist 43

List of Abbreviations 44

1  Activity CARDS: Introduction

Activity CARDS are easy-to-use Tools which guide a Service Provider or other project implementing agencies through all the steps/phases of a low income water supply project.

Kiosk projects are relatively complex undertakings and are comprised of a large number of activities such as planning, sensitisation and construction work. These activities have to be well co-ordinated and timed.

2  How to use Activity CARDS

If activities are planned according to the sequence of Activity CARDS, the project implementers will be able to plan and implement a kiosk project successfully.

Users are advised to adapt the Activity CARDS to their own needs and according to their own views and requirements.

All Activity CARDS are prepared in Microsoft Word and can be printed.

The Appendix to this Tool presents an overview (in the form of a Microsoft Excel sheet) of all the Activity CARDS and the activities they describe.

3  The Water Services Trust Fund

This Tool is designed on the basis of the assumption that a Service Provider intends to carry out a low income water supply project without outside assistance. This implies that a number of Activities precede the collection of data on the low income urban areas concerned.

If a Service Provider intends to apply for financial assistance from the Water Services Trust Fund (WSTF), data collection is likely to be the first activity as the WSTF proposals has to contain detailed data on the areas concerned.

4  Gradual Development of an Information System on Low Income Areas

The data collection exercise should enable the WSP to prepare a realistic project proposal and should allow the WSTF to compare and evaluate project proposals.

The data collected will also become part of a database/information system the WSTF intends to develop and which eventually will contain data on all the low income urban areas in Kenya.

CARD 1: Appointment of a Customer Services Assistant (Activity 1)

Description / The Customer Services Assistant (CSA) (or Kiosk Supervisor) should be an experienced field worker who likes working with and for people. The CSA should have some basic technical knowledge which is required as he or she will be responsible for small maintenance and repair works and should be able to analyse and communicate main technical problems.
The CSA is an existing staff member of the Service Provider. The kiosks supervision tasks are added to the responsibilities he or she already has. In most cases one of the Meter Readers or Plumbers can perform all duties of a CSA.
Remark / The CSA should report to the Low income Unit/Community Relation Section/or Public Relations Manager of the Service Provider.
Responsibilities / Module 4, of the Toolkit specifies the responsibilities of the CSA.
Training / The CSA receives a “training-on-the job” and takes part in the training of Water Vendors.
Participation / The CSA takes part in all kiosk system implementation activities
Output / The Service Provider has one or more CSA who are responsible for the kiosks in the project area(s).

CARD 2: Preliminary Project Planning Meeting with the Community Representatives and other Stakeholders (Activity 2)

Preparation / ·  Before the meeting is organised, the Service Provider has to inform the Municipality on the objectives and implications of the kiosk system.
·  It is up to the Municipality to decide who will represent it during the various phases of the implementation programme. In most cases, the Municipality will delegate the Community Development Officer, as he or she is familiar with the situation in the low income areas.
Venue / The Service Provider should select an appropriate venue, if possible within the low income area or at the head office.
Participants / The meeting is organised and attended by some of the main stakeholders in the kiosk system: the representatives of the community, the Municipality and the Service Provider.
The preliminary meeting should be attended by the following staff members of the Service Provider:
·  The Commercial and Public Relations Manager or the Community Relations Officer(s).
·  The Meter Readers and the (newly appointed) CSA.
Objectives / The main objectives of the preliminary meeting are the following:
·  Explain and present the objectives and findings of the data collection exercise.
·  Discuss the community participation concept.
·  Describe the social, commercial, financial, technical and public health objectives of the new water supply scheme.
·  Explain the number of kiosks required to meet the above-mentioned objectives.
·  Explain the kiosk localisation procedure (how the community can participate in the selection of proper kiosk sites).
·  Discuss the technical and financial constraints related to kiosk localisation (for instance, a kiosk cannot be constructed in rocky areas or in areas far away from the main supply network). The kiosk system also needs to achieve the commercial and financial targets of the Service Provider.
·  Explain the need to meter all existing connections and to disconnect (or regularise) all illegal connections within the area and in the surrounding areas.
·  Emphasise the need to avoid conflicts within the community as a result of kiosk localisation being the result of intrigues or personal interests of a few residents (local party leaders, syndicates, etc.).
·  Explain the importance of keeping the water supply scheme and community participation non-political. Political tensions and conflicts often result in the failure of water and sanitation schemes and programmes.
·  Discuss the next step of the step-by-step implementation programme.
·  Discuss the formation of a small Taskteam.

CARD 3: Formation of the TaskTeam (Activity 3)

Formation Meeting / ·  During the Preliminary Meeting, the establishment of the TaskTeam has been discussed (see CARD 2).
·  The Team of the Service Provider involved in the kiosk project should organise a short meeting, preferably in the kiosk project area, or at the office of the Service Provider, to formally establish the TaskTeam and to discuss the subsequent Activities. This can be done on the Basis of printed Activity CARDS.
Composition of the TaskTeam / The TaskTeam should consist of members representing the various stakeholders. The TaskTeam should consist of at least 6 persons and be composed of:
·  (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.
·  The WSP may decide not to include area Councillors in its TaskTeams if the feeling exists that this may result in political interference and tensions. It will be important, however, to keep Councillors informed on plans and progress made.
·  A member of the local Public Health Department (preferably an environmental health expert) and/or members of the Community health Committee (CHC) or the CHEW (Community health Extension Worker).
·  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.
·  In areas with high levels of vandalism, it is advisable to ask a Police Officer of a local police station to become a member of the TaskTeam.
Management of the TaskTeam / ·  The TaskTeam is managed by a senior staff member of the Service Provider. The manager of the TaskTeam reports to the Managing Director of the Service Provider.
·  The TaskTeam consists of representatives of various stakeholders. Although a representative of the Service Provider manages the TaskTeam, the other members of the TaskTeam remain independent and do not have the obligation to report to the Service Provider.
·  What binds the members of the TaskTeam is their objective to improve water supply in the low income areas.

CARD 4 (A): Data Collection (Activity 4)

Objectives
The main objectives of the data collection exercise are:
·  To establish a detailed database on each town section in the service area of the Service Provider.
·  To assess the willingness and ability of low income residents to pay for treated kiosk water.
·  To assess the need for the improvement of water supply in the area (needs assessment, see CARD 4 (D)).
·  To asses the future demand for treated water (total demand and daily per capita demand).
·  To calculate the number of kiosks required (from a commercial, social and public health point of view). This number will be based upon population data, population growth scenarios and the (expected) use of alternative sources of water (open wells, hand pumps, open yard wells, illegal connections, etc.
·  To identify the catchment zones for each of the kiosks. The kiosk catchment zones should be identified on the basis of population data, alternative sources of water, population growth patterns (densification of habitation and/or extension of the area).
·  To assess the acceptability of the kiosk system.
·  To assess the need for additional technical measures, such as the disconnection of illegal house connections, the metering of clients who pay a flat rate, etc.
·  To assess the need for a health and hygiene education programme.
·  To design an adapted community participation approach.
·  To have baseline data that can be used at a later stage to evaluate the impact of the interventions made by the Service Provider.
Responsible / The TaskTeam is responsible for the collection of data.
Tools (Methods and Techniques) / ·  Tools presented in Module 2 of the Toolkit for Low income Water Supply can be used to collect the various types of data.
·  The Kiosk Planning Tool presented in Module 2, Section 6 can be used to calculate the required number of kiosks.
·  The Database Tools presented in Module 2, Section 5 can be used to store the data which has been collected.
Meetings and Participation / The TaskTeam should organise one or more meetings with residents to collect the data.

CARD 4 (B): Data Collection (Cont.) (Activity 4)

Types of data to be collected
The following types of data will have to be collected:
·  Data concerning the legal status of the area.
·  Data concerning current water supply situation (access to treated water, the use of unprotected sources, payment methods, etc.) and current water consumption levels.
·  The need for a water supply intervention. Is improving water supply a priority of residents? Is the planned scheme demand-driven?
·  Demographic data (population size) and (past and expected) patterns of population growth and patterns of migration.
·  Spatial developments (area extension and population densification processes, overspill areas, etc.) and land ownership.
·  Data on the current sanitation situation (do, for example, pit latrines pollute open wells used for drinking purposes).
·  Current public health situation.
·  Expected impact of a water supply and/or sanitation programme.
·  Sensitisation and education requirements.
·  Existing constraints (flat rates, un-metered and illegal connections). The Service Provider should carry out a detailed inventory of all the existing connections, legal and illegal.
·  Assessment of required technical works.
·  Other water supply projects and initiatives developed and implemented by local CBOs and other stakeholders.
·  Required measures, programmes and inputs to improve water supply.
·  Existing (relevant) community-based organisations.
·  Expressed needs and the willingness and ability to pay for an improved service and a better product (treated water).
·  Identification of groups that (could) represent the community and existing forms of community participation.
Output / One of the main outcomes of the data collection exercise, is the number of kiosks required to meet the social and public health needs of the population and the financial/commercial and technical objectives of the Service Provider.
Data Report / The data collected should be presented in a short Data Report. This report has to be distributed among all TaskTeam members and to the management of the Service Provider.

CARD 4 (C): Data Collection and the Water Services Trust Fund (WSTF) (Activity 4)