Annual Report 2019 His Majesty King Abdullah II Ibn Al-Hussien CEO Letter 4

Our Vision, Mission & Values 5

Organizational Chart 6

Our Strategic Objectives:

1 | Increasing Operations Efﬁciency 7 2 | Improve the Financial Capability 30 3 | Developing & Sustaining Intitutional Capacities 37

Water And Waste Water Management | Madaba Governorate 46

Water And Waste Water Management | Zarqa Governorate 55

Water And Waste Water Management Contract | Mahis And Al-Fuhais 62

Financial Statements 66 It has been years since the establishment of Jordan Water Company in 2007. Those of which were filled with accomplishments and challenges. The company has left a bright spot in the CEO national initiatives map and excelled with its performance while implementing best practices. Letter The year of 2019 had more complicated and critical challenges. Our team has dealt with these challenges at the same high level of proficiency. We realize that the road map of utilities is full of obstacles and difficulties. However, we believe at the same time that our Jordanian community deserves the best service of water and wastewater.

As we go by the years we have come to believe that accomplishing our strategic goals will not be real unless accompanied by hard work and commitment in the light of regulations, transparency, and accountability, to be able to deliver the best service of water and wastewater to our people in the capital, Zarqa, Madaba, fuhes and Mahes.

We are keen on achieving our goals through well planned strategies by expertise and professionals from our different directorates. These plans are rigid enough to reach the maximum of our performance, yet ﬂexible enough to adapt to new circumstances and rapid changes that we face. Our people will be the greatest assets who will support us to reach these goals and with them we shall grow. Our expertise and competencies will head to the best – and that is legitimate. We spent years and years building this service system holding on to our values of excellence Eng. despite the vast growing population in the past few years. Today we look forward to every possibility which can contribute to our journey to success. Ghazi Khalil This journey has been always lead by our teams of women and men engaged in loyal and sincere work, guided by the insights our long visioned board of directors. May God inspire us all of the right path to choose along with our citizens in the Hashemite Kingdom of Jordan under the guidance of his majesty King Abdulla Ibn Al Hussien, may God bless him. Our Vision Commitment for excellence and effectiveness in water and waste water services provision to our customers Our Mission To enhance quality of life by providing all our customers with sustainable, efﬁcient, and reliable water and conserve the environment by adopting best techniques for waste water treatment. Our Values Quality,Teamwork spirit, Loyalty, Innovation and Creation ,Transparency and Reliability Management Committee

Cheif Executive Cheif Executive Officer Deputy

Madaba Water & Zarqa Water & Quality & Labs Operation Directorate Internal Audit Sewer Management Sewer Management Department Directorate

Financial Affairs Human Resources Supply & Purchase Customer Services Directorate Directorate Department Diretorate

Warehouses Mahes&Fuhies Water Media Department Production Diretorate Department & Sewer Department

Communication & Technical Affairs Water Awareness Unit Directorate

Planning & Investment NRW Directorate Unit

Internal Audit Unit Information Technology Directorate Our Strategic Objectives

Increasing Operations Efficiency 2. The quantities produced from both internal and external sources and the net supply quantities (in cubic meters) in the Capital Amman in 2018 and 2019 are as shown in the table below. 2019 2018 Source 77,992,690 73,433,320 King Abdullah Canal through Zai Treatment Plant Regarding the water supply services: 298,756 318,563 Khaw – Al Zarqa Governerate 1. The average supply quantities for the Capital Amman reached 547,844 cubic meters during 2019. And the weekly supply duration 2,260,337 1,206,659 Al Wala and Al Hedan Wells – Madaba Governerate was 35.61 hrs. 33,497,455 34,433,120 Wadi Al Mujeb and Zara, through Zara Maeen Treatment Plant The graph below shows the change of the annual supply in the Capital Amman, and the annual NRW% curve. 99,968,930 99,997,680 Disi Water 220.00 44.0% 119.61 214,018,168 209,389,315 Total External Sources 41.9% 200.00 42.0% 124.18 30,975,718 31,225,998 Total Internal sources 180.00 39.8% 200.05 198.21 38.7% 40.0% 38.3% 244,993,886 240,615,313 Total Production 180.20 191.76 160.00 128.09 183.50 37.5% 198.40 36.8% 37.6% 37.3% 38.0% 128.96 37.7% 44,935,281 41,819,296 Total Export to Governorates 140.00 35.3%

36.0% NRW% 134.50 120.00 150.91 200,058,605 198,796,017 Net Supply in Capital Amman 34.3% 34.0% Supply Volume MCM Volume Supply 132.08 136.43 34.0% 100.00 32.1% 32.1% 3. The complaints received by the complaints control and communication center from 2017 to 2019 are shown below: 80.00 32.0% Total Calls Received Sewer Tankers No Water Pipe Break Year / Complaint type 60.00 30.0% 1,200,841 45,196 22,777 91,244 77,991 2017 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 2019 Year NRW Supply Volume MCM 1,664,952 51,416 28,606 102,964 67,502 2018

2,086,166 49,405 32,513 140,140 77,706 2019

4. Operations directorate continued to conduct the activities aiming to increase the water network efﬁciency. As a result; breaks rate on main lines and house connections has increased to 3.34 breaks/km of network due to the infrastructure works of BRT project / construction works in different sites. The table below shows the number of breaks on main lines and house connections during the years from 2017 to 2019. No. of pipe breaks No. of Pipe breaks per km in Water network No. of reforms on house breaks on Year network Length (km) connections main lines 3.42 9,805 33,538 26,722 6,816 2017

3.12 9,950 31,117 25,427 5,690 2018

3.34 10,172 33,932 27,792 6,140 2019 The figure below shows the Response Time for Pipe breaks (hours) 10. The Tanker stations in Amman areas are rehabilitated. 11. 15 tankers are rehabilitated through the replacement of the old water tanks. 8 7.35 7.6 12. The reservoirs, pumping stations, and wells locations are being continuously cleaned in 7 order to prevent fire accidents, and maintain the cleanliness and safety of these locations. 5.95.94 13. 54 reservoirs were washed and sterilized according to a periodic yearly program set forth, 6 4.8 to help preserving the quality of water pumped to customers. 5 4.4 14. For 30 locations of reservoirs, the fences, reservoir stairs and covers are rehabilitated to 3.9 3.7 3.9 4.3 4 ensure the safety of the resources. 3.4 3.33.23.3 3.3 3 3 2.7 15. The Chlorination System is terminated in three sites located in residential areas. 2.3 2.1 1.9 16. 12 Distribution Zones in Amman will be isolated through the NRW reduction project FARA 2 Phase II. 1 17. A new SCADA contract is under construction, aiming to update the current SCADA system, 0 changing the control and metering system, transfer the control signals to a central control unit. 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 2019 In addition to the installation of monitoring devices to calculate the water quantities, and monitor the reservoirs levels, and monitoring energy efficiency for pumping stations and wells. This contract is expected to be finished by the end of 2020. 5. The Operations directorate has successfully executed three tenders to install new water lines to replace the old or damaged water lines, and to enforce the hot spot areas that are usually facing Sewer Services: supply issues, with total cost of 600,000 JOD for 2019. And the Directorate will continue to implement this type of projects to increase the network efficiency and reduce the pipe breaks with The table below shows the sewage complaints from 2017 - 2019 and the response time in hours: an estimated cost of 600,000 JOD during 2020. Response Number of House Number of Main Total Number of Emergency Preventive 6. The isolation work continued for Distribution Zones in Al Yasamine, Um Uthaina, Wadi Sir – Time Connection connections Complaints Maintenance Maintenance YEAR Upper, Abu Alanda, and Al Qweismeh. And the work will still be in progress to finish the isolation 2.1 717 20,983 45,196 60,400 19,829 2017 works for the remaining Distribution Zones. 7. The distribution Zones of Wadi Sir – Upper, Um Uthaina, Abu Alanda, Abu Alanda Reservoir 1.8 636 25,140 51,416 156,340 25,590 2018 Zone, is now working as designed, which will contribute in enhancing the water supply efficiency 1.8 463 24,955 49,405 121,739 17,190 2019 for these zones. 8. Um Summaq – South is now operating as designed and supplied from Al- Waha Booster. This 1. Sewer networks of total length of 2100 m were monitored with CCTV. ended the supply issues for this zone. 2. 150,000 JOD is allocated for the waste water emergencies project. 9. The Operation Directorate has constructed a maintenance system of PRV in all Capital Amman 3. New Two Combined Jetting Vehicles are now operating to support the maintenance staff. Areas, with the Support of NRW Directorate. This helped in enhancing the water supply efficiency 4. Continue resolving the issues in valleys resulting from the buried sewer lines and manholes for large areas in Amman. 5. Converting Abu Nussair Waste Water Treatment Plant to lifting station is now under 10. Increase the water supply efficiency in Shafa Badran – Iskan AL Haq area through the construction, the project is expected to be finished in 2020. commissioning of 300 mm water line, which also ended the need to operate Shafa Badran – Lower Booster. 6. The 1st Phase of Expansion and Rehabilitation of Wadi Sir Waste Water Treatment Plant 11. A new 200mm water line is under construction to provide Safut – Upper and Lower reservoir Project is now under operation after converting the WWTP from natural WWTP to mechanical with water from Dabouq Reservoir as designed. The construction is expected to be completed in WWTP with design capacity of 17000m3/day. The Project is expected to be completed in 2020. mid 2020. 7. Al-Mustanada lifting station is under operation with a 5800m3/day pumping capacity. 12. New Water Meters installed on the primary system supplying Al Yasamine and Um Uthaina 8. Iskan Al Sayadilah Lifting station is currently under construction, it is expected to be under Distribution zone, to calculate the supplied water quantities to these areas. operation during 2020. Wells, pumping stations, and vehicles maintenance department:

1. Enhancing the infrastructure of the maintenance garage located in Ain Ghazal. 2. Wells and Pumping stations availability is increased through working on preventive maintenance, which contributed directly in NRW reduction, increasing the operations efficiency, and reduction of unscheduled shutdowns. 3. To ensure the sustainability of the supply system and supplying customers with fresh drinking water, according to the pre set rationing cycles; the functionality of pumping stations, wells, reservoirs are continuously monitored to maintain operating with the highest efficiency and the least malfunctions. 4. Miyahuna staff is currently working to develop and activate CMMS Computerized maintenance management system, for wells and pumping stations. And link with the different departments in the company for malfunctions reporting and reforms. 5 . In the National Water Skills competition on, Miyahuna team won the first prize. 6. The Availability of wells, pumping units, and vehicles during 2019 are as follows: value Item 98.16% Wells Availability - Amman 99.23% Wells Availability - Madaba 2356 No. Of Preventive maintenance Job orders Equioments 79 No. of WWTP Corrective maintenance job orders 1570 No. Of corrective maintenance job orders Equipments 444 No. Of preventive maintenance job orders / Pumps Amman 379 No. Of corrective maintenance job orders / Pumps - Amman 169 No. of surface pumps - Amman 8895 Vehicles Job orders 96.00% Tankers Availability 91.00% Waste Water Jetting Vehicles Availability 468 Preventive Maintenance Job orders - Vehicles 1. Established 13 District Meter Area as a result of the conducting the Non- Revenue water action plan activities (Flow Balance and Minimum Night Flow, replace customer mechanical meters with smart U.S meters and leak detection surveys).

The table below shows the established Distracts in 2019.

Number of NRW % District Customers Initial Baseline New NRW % 11D 547 39.6% 17.4% 24D2 1172 N/A 10.5% 01D 300 55.4% 27.9% 10G 1261 45.4% 34.5% 27A3 145 8.34% 7.01% 34C 950 52.1% 29.4 27D 2905 N/A 20.8 05A 410 93% 85% 05C 998 61.8% 43.4% 45L 834 55% 36.1% 04B 412 84.1% 57.1% 04A 742 52.49% 49.00% 33E 1200 36.30% 24.70% 2. Isolated 106 targeted districts have been done in order to proceed to achieve the NRW annual work plan. The table below shows the work target District during 2019 DZ_NEW DZ_NAME DISTRICTS # Customer NAM_ DZ_NEW DZ_NAME DISTRICTS NAM_ New NRW % 45A 1246 01A 8951 45B1 2309 01B1 3095 45B2 684 01B2 1277 45C 541 01B3 662 45D 379 DZ01 Marka 01B4 894 45E 201 01C 2537 45F 192 01D 304 45H 805 01E 1981 DZ45 Abu Alanda A2 45I 828 01G 130 45J 4 10A1 6184 45K 196 10C 239 45L 837 10D 95 45M 4684 10E 42 45N 859 10F 1021 45O 473 10G 2541 45P 109 10H 1327 45Q 17 10I 3502 45R 1595 DZ10 Abu Alanda 10J1 1433 45S 107 10J2 1047 32A 4654 10K 1047 32B 1535 10L 1047 32B+E 6981 10M 1047 DZ32 Yasmin 32C 4945 10N 1047 32D 1143 10O 1047 32E 2771 10P 1047 32F 8274 DZ_NEW DZ_NAME DISTRICTS # Customer DZ_NEW DZ_NAME DISTRICTS # Customer NAM_ NAM_ 39A 1799 32G 717 39B 2083 32H 10420 DZ32 Yasmin 39C1 2082 32I 538 39C2 4550 32J 703 39C3 157 34A4 302 39C4 118 34B 313 39D 1217 34C 1121 39E1 3944 34C1 301 39E2 1528 34C2 144 34C3 145 39E3 298 34C4 6 39E5 170 39F 181 34D1 41 DZ39 Marj Al 39G1 227 34D2 87 Hamam West 39G2 10 34F 1256 39H1 13 34G 2393 39H2 58 DZ34 Wadi Esseer 34H 163 Upper 39I 167 34I1 44 39J 8 34I2 3 34I2 3 34J 5 34J 5 34K 28 34K 28 34L 2 34L 2 34M 12 34M 12 34N1 7 34N1 7 34N2 37 34N2 37 34O 8 34O 8 34Z3 108 34Z3 108 PRV Maintenance and Re-setting Bulk Meter Maintenance and installation (Production and DMA) 3. Installed and maintained 74 Maintenance 74 Bulk meters, in addition to clean Re-setting 90 and ﬁx 37 strainer during 2019 . New installation 37

4. Verified 43 meter in order to Check the 5. Re-setting and maintenance of 90 pressure relief valves have Bulk Meters Verification accuracy and status of the main sources been done as part of the 2019 action plan to reduce water . Verification y meters since . using portable 43 6. 196 pressure and flow loggers U.S Installed Logger have been installed in several Pressure districts in order to monitor the 147 pressure and reset the PRVs in order to manage the pressure in Flow 49 network and reduce the leaks.

7. Installed a pressure management system in 11 district meter areas to reduce the leaks in those areas .

1. Continuing the implementation of the NRW reduction strategic plan for 2020 , as following : a. Reduce the NRW level in each district under 28%. b. Establish 16 district meter area (19957 customers) and conduct physical and commercial survey in it . 2. Update and activate the NRW strategic plan through FARA projects. 3. Prepare preventive and corrective maintenance plan to check the accuracy and status of water resources meters . 4. Continuing the activation of the illegal use data base . 5. Support the physical and commercial losses teams with new staff equipment to improve the performance efﬁciency . 8. The table below shows the illegal use division activities in 2019.

Estimated Estimated Number of illegal Estimated Estimated Illegal use water values for illegal quantities of water for use paid during water values quantities of Water use 2019 JD illegal use 2019 M3 2019 discovered for illegal use water for illegal during 2019 2019 JD use 2019 M3 Cycle Before 2019 2019 Before 2019 2019 Before 2019 2019

158720 20038 89155 10464 105 36 224697 99113 995 1st Quarter 55140 24897 31810 12661 49 40 224647 100812 735 2nd Quarter

356404 45311 55687 21734 66 65 1513437 868460 981 3rd Quarter 63612 101375 37657 50959 56 113 456375 195493 941 4th Quarter 633876 191621 214309 95818 276 254 2419156 1263878 3652 Total 825497 310127 530

9. Continuing the implementation of programmed surveys in distribution areas and downloading surveys to the GIS - Organize inside and outside training courses in corporation with the legal affairs mapping program within administrative boundaries to department. facilitate and focus on cases of detection of illegal use.

Illegal Use Visit customer 10. Increase the number of technical and administrative Values Replaced Meters Sealed Meters staff to raise and increase the number of customer visited Removing Tage inspection through ﬁeld surveys.

11. Link performance indicators with an achievable target 61250 2450 670 8380 56621 with the proposed database program and grant field inspectors according to their performance. Illegal Use Removing Tage Replaced meters \ Sealed meter \ Illegal use discovered \ Illegal use discovered on cusomer visits % customer visits % customer visits % on cusomer visits % 12. To give priority to the implementation and completion of the special database of the department of commercial losses / illegal use division and linking the program to 67.08% 1.20% 14.80% 6.450% other programs such as (X7, GIS, CALL CENTER). The Customer Services Department is serving about 732 thousand Customers The number of Customers at the end of the year (2019) reached 731,858 for the year 2019 with an annual growth rate of 3.5% for the year 2018, the Customers, by what means a growth rate of 3.49% compared to the year of department provides its services to its Customers in the water and wastewater (2018). service through 14 service centers spread in Amman. Number of registered subscribers year The department’s tasks and achievements are summarized in the following main fields: 461,654 2009 480,570 2010 - Follow-up to the requests to the water and wastewater service, starting from 503,837 2011 receiving the service request, doing study and design and determining the value 522,377 2012 of the required fees. - supervising the implementation of sewage service links by contractors 546,700 2013 according to the specifications approved by the Ministry of Public Works from a 581,473 2014 specialized and technically equipped staff where the staff for the year 2019 617,096 2015 managed to complete 3736 case. - Reading meters and issuing water bills, as the Customer Service Department 653,132 2016 for the year 2019 was able to read and issue bills for Customers residing in the 685,078 2017 capital, Amman, with a total of 2,606,934 bills. 707,192 2018 - Collecting the amounts realized on the invoices through the various channels 731,858 2019 and following up the collection of debts through field collection teams and cutting the service and returning them after payment. The payment process has been developed and improved through the use of available technology means No. of Customers such as the application (eFAWATEERcom) or text messages in order to report 800,000 The Customer with the accrued receivables and the aim is to provide the best 700,000 comfort for the Customer. 600,000 - Follow-up of Customers' meters from detection, maintenance, replacement or 500,000 updating. A tender for the replacements has been issued and 39,094 meters have 400,000 been replaced in order to ensure the accuracy and effectiveness of the meters. 300,000 - Follow up on objections to invoices. 200,000 - Follow up projects of meter replacements with ultrasonic meters as part of the 100,000 procedures for reducing administrative losses. 0 2019 2018 2017 2016 2015 2014 2013 Number of Number of - Improve the levels of customer service. year The number cases of paid cases cases • The percentage of installing meters was increased for new transactions received executed submitted within the specified time period of 3 working days, according to the following: 34910 25882 23179 2019 6000 Percentage of • As for the sewage connections department, the following has been done: 5000 meter applications Year 4000 implemented within The number of The number of The number Number of The number 3000 target time 3 days complaints illegal cases of legally paid cases of cases year that were and fees cases executed submitted 2000 3.569% 2015 detected difference 1000 53.129% 2016 0 87.870% 2017 3992 6881 4656 3736 4489 2019 99.126% 2018

Q3- 2019 Q2- 2019 Q1- 2019 Q4- 2018 Q3- 2018 Q2- 2018 Q1- 2018 Q4- 2017 Q3- 2017 Q2- 2017 Q1- 2017 Q4- 2016 Q3- 2016 Q2- 2016 Q1- 2016 - The number of complaints, usufruct and memoirs of water reached 3992, so that 99.23% 2019 within target time not in target time they were fully implemented. • The quantity of water produced from the Water Treatment Plants in • The following chart shows the comparison of the quantities of water produced from different Production Directorate was 130,962,287 m³. These quantities fulfill with the treatment plants at Amman for the years 2009 - 2019. targets of the approved water budget in Miyahuna. The table below shows the cumulative quantities of water produced from the treatment plants in Amman and Al-Zarqa since the beginning of the year. • The tests conducted by laboratories showed the compliance of the produced water to Jordanian drinking water specifications No. 286 / 2015. 2019 2018 2017 2016 2015 201220132014 200920102011 Russiefah Station 3,169,550 3,611,290 3,858,800 3,861,070 3,608,640 3,797,990 3,239,390 3,460,920 3,077,480 3,617,200 3,327,870 Ras Al-Ain Station 5,820,410 5,431,660 5,307,990 5,815,405 4,518,270 2,607,190 3,158,560 5,262,642 4,117,080 5,011,920 3,637,090 Cumulative Amounts 2019 Wadi Seer Station 4,599,810 4,355,250 4,264,220 4,369,410 4,334,225 4,398,535 3,729,650 3,505,635 2,870,140 3,619,745 3,155,058 Zara Main Station 33,497,455 34,433,120 37,333,895 34,984,203 31,662,778 30,467,424 36,359,392 37,766,500 38,630,345 38,183,184 36,659,488 Ras Al Ain Water Al-Zara Ma’in Zai Water Desalination Treatment Zai Station Treatment Plant Treatment Plant Plants 77,992,690 73,433,320 73,046,010 70,617,500 69,048,460 65,820,560 74,797,930 68,456,750 61,203,273 59,124,750 53,956,620 5,820,410 33,497,455 77,992,690 Total 125,079,915121,264,640123,810,915119,647,588113,172,373107,091,699121,284,922118,452,447109,898,318109,556,799 100,736,126 Total Treatment Plants 125,080,912 Al- Russaifeh • In order to control the quality and maintain efficient operation of the treatment plants at their maximum capacity, Mhareb Water Wadi Al Sir Water Water Treatment Amman Treatment Plant Treatment Plant Plant the followings activities have accomplished: 997 4,599,810 3,169,550 - Conducting laboratory tests (microbiological, chemical and physical), which amounted to (414596) comprehensive tests of sources and treatment process at water treatment plants in Production Directorate to ensure the conformity of production water quality to Jordanian specifications. Qunaieh Spring &Qunaieh Zarqa Desalination Well Treatment Plants Treatment Plant - Improved protection of the chlorine system in the Zai WTP through replacing pipe lines, valves and installing additional protection devices. Total 1,327,070 3,507,200 Treatment Plants - A contract of (Rehabilitation, operation and maintenance contract of Ras Al-Ain water treatment plant) has been 5,881,375 Merhib Berain Water Zarqa Treatment Plant Treatment Plant implemented, the plant was rehabilitated to improve its efficiency and reduce (break down) cases, especially in cases 296,785 750,320 where the turbidity of raw water exceeds 10 to 50 NTU, and a new Chlorine Gas Scrubber system was installed in Ras Al Ain WTP as a part of rehabilitation tender to improve the safety for the operators and for neighbors surrounding area. - Completion of tender documents for (Expansion and Rehabilitation of Zarqa desalination plant), the plant will be expanded to double its design capacity so to be (7,000,000 - 6,500,000) m3/ year, by adding new wells to in service (Hashemia wells No. (2,3,5) and Zarqa well No.16A. including installation of Chlorine Gas Scrubber System to improve the safety for the operator and for neighbors surrounding area. Overall - Completion the tender to improve drainage system for the treated water tank at Russaifeh WTP to facilitate washing process and raise efficiency of the plant. 130,962,287 - Completion Sand Filters rehabilitation carried out in Russaifeh W.T.P. - Civil maintenance works were carried out for facilities of Russaifeh and Wadi Al-Seer treatment plants. - Rehabilitation three skids of reverse osmosis (RO) at Zara Ma’in WTP out of nine skids, through on a three-year programmed plan to rehabilitate all units. • To maintain the high availability and reliability of water treatment plants and achieve financial savings, the following works have been accomplished: * Replacing and installing the following equipment at Zai and Zara Ma’in WTP's:- - Replacing two Vacuum Circuit Breakers (VCB)( 6600 V) type (FUJI) for Starting Panel (No. 1) in Zai Pumping Station (No. 2). - Replace Check Valve (450mm) for Pump (No.1) in Zai Pumping Station No.3. - Installing new electrical motors; one with capacity 3500 KW type (FUJI) for pumping unit (No. 1) , and one with capacity 280KW type (ABB) for pumping unit (No.4) inZai Pumping Station(No. 3) and in Zai intake station. - Replacing and installing new evaporator for chlorine system in Zai WTP. - Replacing two Flowmeter (12’’ and 8’’) at 1st and 2nd stages of Reverse Osmosis In the Zara Ma’in WTP. - Replacing control valve (16’’) for pumping unit (No.1) at Zara Ma’in Pumping Station (No.2). - Replacing devices of variable speed drive (VFD) for one of raw water pumps. - Replacing VFD’s for mixer of the Sludge Recovery System and Lime Water system in the Zara Ma'in WTP. - Replacing control panel of firefighting system and implementing maintenances for (FM 200) fire system. - Replacement and maintenance of air vent and flanges on pipeline between of Zara Implementing following maintenance work :- Main Pumping Station No.4 and 5. * - Conducting maintenance work (preventive and corrective) with a total of (32745) work orders for all facilities at Production Directorate through the computerized maintenance system (CMMS). Where orders number of corrective maintenance reached about (1213) work orders and the numbers of Preventive maintenance orders about (31532). - Maintenance of all air-conditioners at Zara Ma’in WTP and Zai WTP, inspecting their filters and compressors, and replacing damaged parts. - Conducting the annual check of pumps at conveyance system of Zara Ma'in WTP and Zai WTP to verify their efficiencies. - Implementing complete maintenance of two electric motors (3500kW) type (FUJI) to operate pumping unit’s (No. 2 and 2) at Zai Pumping Station (No. 1 and 3). - Complete maintenance for pumping units No. (1, 4, 1, and 2) in Zai Pumping Station No. (2, 3, 5, and 2), the pumping units efficiency increased by (911%-). - Complete maintenance of pump No.2 at Zai intake station and pump efficiency increased about (911%-). - Complete maintenance for water screen system No. 2 at Zai Intake station. - Complete maintenance for Pump No.2 at Zara Ma'in pumping station No.3. - Rehabilitation of Sulfuric Acid injection system through replacing pipes, valves and complete maintenance of their dosing pumps. - Implementing complete maintenance of Ultra Violation (VU) units system at Zara Ma’in Water • Implementation of the monitoring programs to maintain the quality of water within the standards Quality for Madaba Governorate, where : - 1986 samples were collected and subjected to 6022 laboratory and field tests in Miyahuna Central Laboratories. - The percentage of compliance for bacteriological results for the chlorinated water sources samples was 100%, and for the distribution network was 99.82%, both were higher than the 95% Project Stabilize and expand the scope of accreditation for both national and international accreditation compliance specified percentage in the standards. No. 29 - The total number of water quality complaints in Madaba Governorate were 12 complaints during 2019, and the average response time was 31.80 minutes. • Stabilization and increasing the scope of international accreditation for Miyahuna Central Laboratories for (56) test methods after the decision of the Higher Committee for Accreditation in Jordanian accreditation and standardization system. Water Quality • The completion of the transition plan to the latest version of the ISO 17025: Complaints for 67% 33% 2017. Turbidity • Passing of all the participations in proficiency tests schemes, where the MADABA There is no quality problem laboratories granted six certificate of achievement from ERA Governorates Year 2019

Implementation the Monitoring program to maintain the Project quality of water within the standards for the No. 31 Governorates: Amman, Madaba and Zarqa . • Implementation of the monitoring programs to maintain the quality of water within the Standards for Zarqa Governorate, where: • Implementation of the monitoring programs to maintain the quality of water - Implementing of a partial monitoring program for treatment plants and some wells, supplementing within the standards of capital Amman , where : the operational / field program on a number of water permises which implemented by the Quality - 15026 samples were collected and subjected to 60,240 laboratory and field tests in Unit/zarqa, where (1707) samples were collected subjected to( 9,289) laboratory and field tests. Miyahuna Central Laboratories. - The total number of water complaints were (59) complaints during (2019), and the average - The percentage of compliance for bacteriological results for the chlorinated water sources samples was 99.61%, and for the distribution network was 99.95%, both were response time was ( 23.25) minutes. higher than the 95% compliance specified percentage in the standards. - The total number of water quality complaints in Capital Amman Governorate were 172 complaints during 2019, and the average response time was 37.31 minutes. Water Quality 68% 15% Complaints for Turbidity 17% Turbidity 7% Water Quality 55% Salinity Complaints for 4% Wastewater contamination ZARQA 10% Wastewater contamination Amman Odor Governorates Governorates 6% There is no quality problem Internal problem Year 2019 Year 2019 18% There is no quality problem • Implementation of the monitoring programs to maintain the quality of water within - for the implementing of Monitoring program of non-domestic wastewater , the following the Standards for Mahis and Fuheis, where: have been accomplished: • Implementing the Monitoring program on non-domestic facilities, and the inspection on - (405) samples were collected and subjected to (2,484) laboratory and field tests in car wash stations within the monitoring program for each of the of Amman, Madaba Miyahuna Central Laboratories. Governorates and Mahis and Al Fuheis, as in the following table : - The percentage of compliance for bacteriological results for the chlorinated water sources samples was 100%, and for the water distribution network was 100%, both No. of No. of No. of Tests No. of Car Wash Stations Governorate Facilities Samples (once/year) were higher than the 95% compliance specified percentage in the standards. - The total number of complaints in Mahis and Fuheis were( 4) complaints during 2019, Amman 46 633 3285 260 and the average response time was 48.75 minutes. Madaba 1 20 108 8 Mahis and Water Quality Fuhies ______4 Complaints for 50% 25% Total 47 653 3393 272 Mahes Turbidity Odor Fuhies& 25% • Follow up (23) requests for non domestic facilities (industrial or commercial) to connect to Governorates Internal problem sewage network ,where procedures where taken according to non-domestic wastewater Year 2019 discharge to sewage network instructions for year 2017. • Follow up (37 ) requests for car wash stations in Amman Governorate to verify the construction of oil trap according to specification for approval connection to the sewage network or issuing • Maintaining the quality of wastewater and non-domestic wastewater license . within the standards: • Training zarqa quality unit staff for implementing non domestic wastewater monitoring program - for the implementing of Monitoring and operational programs on wastewater treatment plants, the following have been accomplished: • Implementation of monitoring and operational programs for Wadi Al-Seer, Abu Nuseir, Giza and South Amman wastewater treatment plants, in addition to the factories connected to the sewage network in the Capital Governorate of Amman, where (2,837) samples were collected in wastewater laboratories, and subjected to (14,234) tests. • Implementation of the monitoring program for the Madaba wastewater treatment plant, in addition to the factories connected to the sewage network, where 100 samples were collected, and subjected to 691 tests. • For the preparation of water safety plans accordance with the guidelines of the World Health Organization, the following have been implemented:

• Launching the CRWSP project for the Wadi Al-Haidan / Madaba system, where this project gains special importance as it is the ﬁrst water safety plan of its kind to be implemented in Jordan related to the topic of climate change, CRWSP • Implementing a number of ﬁeld visits and statements on various sites within the water supply system in each of Madaba , and Al Fuhais . • Presenting Miyahuna experience in Water safety plans in Arab Water Week 2019

Project Implement tests for networks and new lines carried out No. 33 by external contractors in Miyahuna Laboratories • Samples were collected and tested from the newly constructed water distribution networks and water lines with different types and diameters, which were established in each of the governorates of Amman, Madaba, Zarqa, in addition to the Mahes and Al-Fuhais region, to check the sterilization of these lines according to the applied work instructions, the following table shows the revenues collected from this procedure:

cost of the Total lengths No. of No. of Test Governorate implemented examined / m samples tests / JD Amman 144831 1328 3314 64350

Madaba 47532 129 383 9275

Zarqa 43875 187 537 8745 Mahes & Fuheis 1300 1 3 125

Total 237538 1645 4237 82495 Tender documents prepared by the Directorate of Studies and Design Number of transactions received by the Directorate of Designs and Studies

Year Percentage of 2019 2018 Transactions Number of Number of Transaction Number Number Completed Completed Received YEAR Estimated Tenders' Value (JD) Estimated Tenders' Value (JD) Descriptions Length (meter) Type Of Tender Of Tender Transactions (%) Transaction Transaction 6,540,800 21 4,021,118.7 16 Water Tender Water 0 0 0 0 Water Bids 391,232 97.5% 1948 2523 194,000 12 4,202,725.1 8 Sewerage - Tender 110205.16 96.2% 645 670 Sewerage 1,834,000 8 210,773 15 Sewerage – Bids 735,234 28 725,000 11 Construction Tender 279,000 98% 2,285 2335 Water 0 0 291,500 22 Construction Bids

89,632 95% 1,186 1248 Sewerage 2019 2018 9,304,034 69 9,451,116.8 72 Total Tenders and Bids

Financial Expenses Value after Tender Financial Value after V.O Tender Tender Expenses V.O Tender Tender Tender Achievement change NO. Achievement change (%) Value Type (%) Value NO. Type YEAR YEAR Misc. \ Misc. \ 40% 81318 199297 1586 197711 7 Structural 74% 97695 131254 2950 128303 8 Structural

11% 244658 2169780 2391 2167389 9 Water 94% 2350358 2500236 -18790 2519026 6 Water Water / House Water / House 38% 925296 2450000 -- 2450000 8 Connections 2019 42% 1261339 3000000 -- 3000000 12 Connections 2018 Wastewater Pipeline Wastewater Pipeline 19% 320382 1684907 30000 1654907 15 Extension , Diversion 70% 1868075 2643040 3540 2639501 19 Extension , Diversion & Backﬂow & Backﬂow 1571654 6503984 3977 6470007 39 Total 2019 5577467 8274530 -12300 8286830 45 Total 2018

Financial Tender Expenses Value after change V.O Tender Value (JD) Tender NO. Year Tenders Achievement (%) NO. Decentralization 64% 3068634 4762681 -6099 4768780 8 Wastewater Pipeline Extension 2018 + 11% 215939 1942670 0.000 1942670 10 water Pipeline Extension 2019 Tender value (JD) Expenses Progress Contract Tender Tender No FARA Value Total Funded Local 50% 72% 148,050.000 6,694,848.000 6,694,848.000 ______install of Domestic Water Meters & Equipment in AMMAN C-T-18-0006 FARA 3 100% 100% 5,494,130.000 6,694,848.000 6,694,848.000 ______Procurement of Domestic Water Meter and Equipment C-T-16-0003 ______FARA4 supervising on Implementing NRW Reduction in DZ33 86% 100% 184,220.000 4,652,364.500 4,652,364.500 –Yadoudeh Area C-T-17-0001 FARA 4 84% 100% 1,642,233.971 4,652,364.500 4,652,364.500 ______FARA4 Implementing NRW Reduction in DZ33 – Yadoudeh Area C-T-16-0036 0% 0% 2,821,566.500 2,821,566.500 1,285,447.000 1,536,119.50 FARA 6 Comprehensive Subscribers Survey C-T-17-0014 FARA 6 Procurement of Leak Detection and Maintenance Mobile C-T-17-0012 50% 50% 1,092,031.180 1,628,920.380 1,628,920.380 ______workshop For Miyahuna (zarqa / madaba) FARA 7-1 FARA 7 C-T-17-0012 100% 100% 211,100.290 1,628,920.380 1,628,920.380 ______Procurement of Mobile workshop vehicles and equipment FARA 7-2 Implementing NRW in Five Distribution Zones in Amman Governorates DZ01- 89.29% 92% 2,763,806.900 3,603,433.000 3,603,433.000 ______Marka,DZ08-Sahab,DZ10- Abu Alandah,DZ32-Yasmin and C-T-17-0021 DZ34-Wadi-Elsier Upper FARA 8 supervising on Implementing NRW in Five Distribution Zones in Amman 96.7% 100% 286,020.000 3,603,433.000 3,603,433.000 ______Governorates DZ01- Marka, DZ08- Sahab, DZ10- Abu Alandah, DZ32- Yasmin C-T-17-0026 and DZ34- Wadi-Elsier Upper Supply and Install Bulk ''Supply " water meter 25.91% 47.7% 354,805.9 2,670,500 2,670,500 ______In Zarqa .Gov C-T-18-0023 FARA 10 C-T-19-0027 __ __ Under Evaluation 2,670,500 2,670,500 ______Procurement of supply static water ﬂow meter (phase II) Implementing NRW Reduction in Five Distribution Zones in Amman 62% 76% 2,096,192.000 3,733,947.500 3,733,947.500 ______Governorate Under the Non-Revenue Water Project, DZ11- (Qweismeh), C-T-18-09 DZ24- (Um Uthaina), and DZ39- (Marj Alhamam-West) FARA 11 supervising on Implementing NRW Reduction in Five Distribution Zones in 91.1% 100% 232,180.000 3,733,947.500 3,733,947.500 ______Amman Governorate Under the Non-Revenue Water Project, DZ11- C-T-18-11 (Qweismeh), DZ24- (Um Uthaina), and DZ39- (Marj Alhamam-West) 79.66% 99% 1,047,723.334 2,922,603.000 2,922,603.000 ______Implementing NRW Reduction in Madaba C-T-18-10 FARA 12 100% 100% 153,440.000 2,922,603.000 2,922,603.000 ______Implementing NRW Reduction in Madaba C-T-18-12

20.9% 52% 1,949,733.83 8,369,969.000 8,369,969.000 ______Implementing NRW Reduction in Awajan (Zarqa Governorate) C-T-18-0024 ______43.7% 85% 1,269,557.145 8,369,969.000 8,369,969.000 Implementing NRW Reduction in Al-Hashmiyeh (Zarqa Governorate) C-T-18-0025 FARA 13 supervising on Implementing NRW Reduction in Awajan and 50% 81% ______C-T-18-0027 329,152.000 8,369,969.000 8,369,969.000 Al-Hashmiyeh (Zarqa Governorate) 13% 67.23% 6,200,000.500 9,900,790.000 9,900,790.000 ______SCADA FARA 9 C-T-18-0018 FARA 9 GIS: • Adding to the geodatabase a total of 221,997 meters from the • Technical support for maintenance offices and water network projects and 6,449 water house connections. other company directorates to Detect hidden water & sewer networks Using Georadar technology • Adding to the geodatabase a total of 107,276meters from the , 37 case sewer network projects and 5,914 sewer house connections. • Perform field inspection to solve any issues that emerge during updating of • Update 24 Routes in different collection areas in Miyahuna water and wastewater data. Service Area in the geodatabase in connection with subscribers X7 database. • The total lengths of sewer network in the geodatabase are 3,433,030 meters and the number of sewer house connections is 56,565 ,While the total lengths of • Geographic data quality control (water and wastewater water network in the geodatabase are 10,172,198 meters and the number of networks,lots,routs,…etc) and the accomplishments at 2019 are: water house connections is 179,406

• Quality control and numbering of water and wastewater As-Builts as following: 12,000,000 1- 63 water Projects. The Length 2- 3857 water house connections. of water & 10,000,000 3- 42 sewer projects. Sewer 8,000,000 4- 3763 sewer house connections networks 6,000,000 5- 356 As-Builts sent from technical service directorate and (m) maintenance ofﬁces. 4,000,000 6- 314 modiﬁed CIP areas 2,000,000

0 • Surveying 13616 manholes in different locations. 2014 2015 2016 2017 2018 2019 • Survey of the water and sewer projects issue 71 projects. The Length of water networks m 8,841,089 9,282,868 9,522,465 9,804,863 9,950,200 10,172,190 • Archiving 9113 water house connection and 8138 sewer house The Length of Sewer networks m 3,048,441 3,106,202 3,147,288 3,243,304 3,325,754 3,433,030 connection As-Built. 200,000 180,000 160,000 140,000 120,000 100,000 House 80,000 connections 60,000 40,000 20,000 0 2014 2015 2016 2017 2018 2019 The number of house connections of water networks 143,849 151,649 160,366 168,915 172,957 179,406 The number of house connections & Length of Sewer Networks 38,220 40,554 43,115 47,011 50,651 56,565

Information security and network operation: • Raise the efficiency of the company’s work by activating the NexThink program, which monitors the performance of employees’ devices. • Developing Network security by updating the Firewalls that protect the company from external attacks and implementing policies that reduce risks . • Expanding Miyahuna’s network by adding several sites to the network, the most important of which are the Fuheis District and Mahes . • Raising the efficiency of the vehicle tracking system by installing new tracking devices on the vehicles. • Increasing the safety and security ratio in the company by adding and installing surveillance cameras in many locations. • Cooperating with the Human Resources Directorate to raise the efficiencyof the staff time monitoring system by installing new attendance devices in many locations. • Increase the systems and services availability by start the implementation of load balancing between servers . • Provide technical support service to staff all the time and have been documented in Helpdesk Software including web self-services, canceling paperwork and restricting it to electronic procedures. • 3769 service requests and complaints documented. • Providing a better environment for employees to accomplish easier and faster, consolidating the point of maintenance contracts through IT management, and refurbishing and upgrading the devices used to sustain the service better. Information Systems: • Applying the automated Inventory Requests system Across all Company directorates (Miyahuna Amman, Madaba, Zarqa and Fuhais). • Applying the Vehicle working orders System. • Offering a new e-services to simplify and streamline procedures for citizens, such as applying for a new water subscription. • Completing the development of a unified laboratory testing system. • Strengthening the integration among company systems to facilitate procedures and improve data accuracy. • upgrade applied systems and automated procedures to minimize paper usage. • Upgrade GIS Geodatabase the latest version from ESRI to meet the new version of the updates and move data base to cluster server. • Applying search for GIS Data from GIS Portal "https://gis.miyahuna.com.jo/" • Applying load balancing technique on call center server. • Applying technique to calculate the longitude and latitude on WGS48 Projec- tion for Lots Layer • Applying Local Government Data Model for Water Utilities on Fuhais data • Applying Data Reviewer Model for GIS Data. • Apply a mechanism to check server status and send a message when any of services is stopped. Aspirations

- Improve the working area, treatment process, and surrounding area environment, through the following steps:- • Rehabilitation of sludge discharge system at Zai WTP. • Installation noise reduction systems in Zai Pumping station. • Expansion of chemical warehouses at Zai WTP to accommodate the strategic quantities of different chemicals for a period of not less than three months and disposal of their storage in open places. • Completion of construction walls of Zai WTP and Zai intake station, and enhancing security protections for their. • Installation and operation of cameras system in all treatment units and facilities of Production Directorate. • Construction of a protective wall around Wadi Al Seer Spring. • Construction of a warehouse for heavy equipment (motors, pumps, spare parts.....) at Zai pump station No.1. • Installation of Chlorine Gas Scrubber system in Russaifeh WTP. - Providing the necessary equipment to increase the efficiency of operation :- • Purchase new Electrical motors with capacity 3500 KW type (FUJI) for Zai WTP. • Purchase and Install one new sludge pumps for sedimentation basins at Zai WTP. • Purchase and Install two new mixers for sedimentation basins at Zai WTP. • Purchase and Install two feeders for activated carbon system and ferric sulfate system at Zai WTP. • Improve the efficiency of treatment process in Wadi Sir WTP through installation of a new 250 m3/h UV unit after Ultra-Filtration unit, and Re-arrange the sequence of UV and micro filtration units. • Rehabilitation of Micro-filtration units at Wadi Al-Sir treatment plant by replacing (new more effective units) with a capacity of 400 m3/ h. • Continuing the implementation of the NRW reduction strategic plan for 2020 , as following : • Reduce the NRW level in each district under 28%. • Establish 16 district meter area (19957 customers) and conduct physical and commercial survey in it . • Update and activate the NRW strategic plan through FARA projects. • Prepare preventive and corrective maintenance plan to check the accuracy and status of water resources meters . • Continuing the activation of the illegal use data base . • Support the physical and commercial losses teams with new staff equipment to improve the performance efficiency . • Organize inside and outside training courses in corporation with the legal affairs department. Aspirations

• Stabilizing the international accreditation for (56) test methods. • Passing the full assessment from accreditation unit according to latest edition of ISO \ IEC 17025: 2017 • Full implementation of the monitoring program for drinking water in Zarqa Governorate, where the Quality Unit will implement sample collection program and the samples will tested in Miyahuna laboratories. • Start monitoring of industrial wastewater (factories), for the first time, in Zarqa Governorate in addition to implementation of monitoring program on car wash stations. • Continuing the support to laboratories by completion the purchasing of high technology analytical equipment through Fara tender. • Achieving the highest possible efficiency of monitoring program to prevent duplication and repetition and reduce costs according to company requirements. • Using unified Laboratory Information Management system (LIMS) for registering sample tests and test results and modifying the system according to work requirements. • Finalizing of water safety plan for water supply system in Madaba Governorate. • Solidification the concept of planning for water safety as a tool for water quality management in the company through building more capabilities, spreading awareness, opening communication channels and cooperating with other related parties in this field. • Miyahuna will continue to sterilize and clean the main reservoirs during 2020. • Improving the Chlorination Treatment Systems and devices related to chlorine leak detection. • Prepare a new tender for water tankers rentals to improve the level of service provided to customers, especially during main resources shutdowns. • The supply and installation of new resources bulk meters, to ensure precise calculation of the supplied quantities in Capital Amman. • Miyahuna will continue to resolve the issues arising from the buried sewer lines and manholes in the valleys. • The efficiency of surface water pumping units is measured to achieve minimum energy consumption while maintaining the same performance, productivity, and to reduce the NRW% and maintenance costs. • Building the capacity of the Operations staff through conducting continuous technical training. • Improve the performance indicators in the operations directorate In order to upgrade the level of service provided to our customers. • Making the partnership experience with the private sector a success in reducing NRW in four main distribution zones along with the company’s departments. • Prepare the FARA7 project tenders, to convert a distribution zone in Amman to smart system in terms of operating and remote reading along with the company’s departments. Our Strategic Objectives

Improve the Financial Capability The third axis: the accuracy of the meters.

One of the most important goals of the Customer Services Department is to improve the accuracy of the meters. During the previous years, the Customer Services Department worked on several projects - Reducing water loss to replace subscribers' meters that are aimed at achieving the performance indicator in addition to the replacements that are made by the different departments, where approximately 230 thousand meters The Customer Services Department is concerned with the administrative loss related were replaced in The years between 20152019-, and as shown below: to the meters and their reading, as the administration aims to raise the quality of - A project to replace all broken meters, as 25,000 meters were supplied to be used to replace the reading and correct the setting of meters according to the following pivots: broken meters. - Follow-up to the results of the meter replacement project - the French loan, in which 123,000 mechanical meters were replaced with ultrasonic meters. The first pivot: increase the billing percentage - The project of replacing mechanical meters with ultrasonic meters, so that they were supplied through the USAID-funded AL-FARA project, where 66,000 ultrasonic meters were supplied, and their • The billing rate for the year (2019) was 99.71% compared to 99.55% in the year 2018, replacement was completely completed. with a growth rate of 0.16%. - Replacing the meters of large consumers for the purpose of reducing administrative losses is among the priorities of the Department of Customer Services through one of the Al-FARA projects, where the meters will be replaced in addition to activating a remote reading of these meters to facilitate taking reading them, and monitoring the performance of these meters so that a remote alert is sent if there is Any problem with the site. Moreover, the Customer Services Department is working on a ﬁeld survey project for subscribers from 100.000% among the FARA projects, as one of the most important goals of this project is to target the subscribers 99.500% ’sites, thus facilitating the task of calculating water losses in the regions, so that losses reduction 99.000% projects are directed according to priorities in addition to archiving all the ﬁles and entries of 98.500% Customers. 98.000% 97.500% 97.000% 96.500% 96.000% 2019 2018 2017 2016

The second pivot: accuracy of bills.

The Customer Services Department aims to limit the issuance of invoices based on discretionary readings, as well as the ultrasonic meters that were installed using remote reading devices working on radio waves are read so that readings are taken even if the site is closed and thus reducing the estimate rate, and any Alerts in the meter to monitor these meters in the event of any defect in addition to the daily readings for a period of 90 days so that the daily consumption of the participant can be known, which helps in studying the objections more accurately. - Reducing expenditures or increasing revenues Online payment

• The collection rate was 99.54% at the end of 2019. • As one of the indicators of the internal performance of the customer services • The mechanical meters were maintained in the meter operator, reclaimed department is the electronic payment percentage out of the number of and delivered to warehouses in 2019, as the number reached 13,226 subscribers and according to the ﬁgure, the electronic payment percentage increased by 11.9% reclaimed meters. Also, 56,270 water meters in different Diagonals were Also, the Customer Services Department aims to increase this percentage, examined by the meter operator. according to the government's directions in particular. • Joint work with the Financial Affairs Department to collect debts under the (Online payment) Emiri Money Law, through both the Emiri Money Unit and the Accounts Receivable Division. Which in turn is reﬂected on the collection rate and the 25.00% 20.58% number of blocking cases. 20.00%

15.00% 13.61%

10.00% 8.68% 5.00%

0.00% 2019 2018 2017 * Implementing works to decrease power consumption:- - During 2018, the total quantity of energy consumption in all Miyahuna - Amman facilities was (648,103,971) kWh and the total water production from Water Treatment Plants (WTP's) and wells was (140,133,943) m3 so the specific energy was estimated at (4.62) kWh/m3. - Preparation of the energy policy in Miyahuna in addition to the action plan and the strategic plan to achieve the energy policy in the water sector and aims to improve the efficiency of energy consumption in the company by 15% during the period 20172025- in addition to the production of 10% of the energy consumption in the company during the same period Through renewable energy. - A numbers of energy saving project have been initiated in Miyahuna as follows: • Awarding the tender for the rehabilitation of Zara Ma’in pumping stations with a value of 9.8 million dinars funded by USAID, which is achieve decrease in power consumption about (18 %) of total power consumption and saving 5.544 Million JD/Year. • Completion of the rehabilitation and re-operation of the Shmeisani station since May 2018, achieves a financial savings of about 130200 JD / Year • Initiate the rehabilitation works of the Madaba reservoir station through the (WaCCliM) project financed by BMUB, which achieves a financial savings of about 112,000 JD / Year. • Completing the work of installing two hydropower units to produce an estimated electrical energy about 10,512 MWh in the Royal Racing Club and Khaw stations, which will achieve an estimated financial savings about 1,471,680 JD / Year. - Warehouse directorate stated a new project for miyahunas asset limitation using The warehouse directorate is responsible for the following: barcode system. 1- Managing all materials including spare parts, stationary, pumps, safety equipment, pipes and - Follow up the dead stoke and the reasons for being sluggish,and try to improve using fittings, spare parts for vehicles etc. which is important for all directorates in the company and the it by the following : contractors. - A list of miyahunas sluggish materials was sent to WAJ and Aqaba water 2- Ensure materials availability at required time. company and Yarmouk water company to sell it for them if needed. 3- Auditing the material invoices and issue exculpation letters for contractors after the end of the - Some martials were suspended on warehouse system to use alternatives from signed contract. sluggish martials. 4- Manage& follow up all miyahuna's assets. - Use an automated system for requesting materials instead of printing paper forms. - Sell scrap and production remnant. - Auditing the list of materials provided for contractors to make sure of using it in the project in cooperation with T.S directorate and to make sure to return unused materials back to warehouse and to charge the contractors with materials value if not returned.

ﺍﻟﻬﺪﻑ ﺍﻻﺳﺘﺮﺍﺗﻴﺠﻲ: ﺭﻓﻊ ﻛﻔﺎﺀﺓ ﻋﻤﻠﻴﺎﺕ ﺍﻟﺘﺸﻐﻴﻞ

- Provide necessary materials for operations staff with requested quality and requested time. - Provide the contractors with materials (Depend on the signed contract). - 1 main Store & 10sub stores where stablished in all operations sights to facilitate providing material. - An automated system for requesting materials was applied for all company directorates which allow employees to order and give the approval from any place& at any time with a computer facility - Additional storage areas were createdto increase storage capacity by building a heavy duty vertical racking system. - Warehouse directorate provided materials for contractors with total amount 1,199,049 JD's - Warehouse directorate provided materials for WAJ with total amount 361,207 JD's - Warehouse directorate provided materials for management contract for water and waste water services Zarqa governorate with total amount 443,974 JD's. - Warehouse directorate provided materials for management contract for water and waste water services Mahis and Fuhais governorate with total amount 50,998 JD's. - Warehouse directorate provided materials for FARA projects with total amount 968,115 JD's. - Installation of 16 Security cameras for Ain Ghazal warehouse - Supervise the implementation of the automated material system in Zarqa, Mahes and Fuhais governorate. - Create a new storage area 4000 m2. - Create a new sub store for water meter near to miyahunas water meter work shop to facilitate providing spare parts for the work shop. Aspirations

- Reducing electrical energy consumption and maintenance costs through: - • Completion of the energy testing program for the all stations of the company and rehabilitation of low efficiency stations. • Maintaining the readiness of drinking water treatment plants, improving their efficiency, maintaining maximum production capacity, and reducing electrical energy consumption. • Implementing projects to reduce electrical energy consumption according to the strategic plan to reduce electrical energy consumption by raising the efficiency of pumps and establishing renewable energy projects. • Participation in the implementation of the Energy Management System project funded by GIZ to implement the ISO 50001 requirements in order to get the certificate. • Rehabilitation of Zai WTP and their Pumping Stations by complete the procedures and studies of (JICA) to ensure they works continuously at its maximum capacity and reduce the consumption of electrical energy, which will achieve a financial savings of about 4,623,721 JD/Year. • Continues rehabilitation of four pumps at Zai Pumping Stations to achieve financial savings of about 172732 JD/Year. • Rehabilitation and operation of mechanical water screen system No. 4 at Zai intake station, and raising the operating efficiencies. • Rehabilitation of Abu –Alzighan sedimentation basins to improve their efficiency. • Completion Rehabilitation of all pumps in Zara Ma’in Pumping Stations and addition of one spare pump in each station,which will be increase pumps readiness and efficiency and will achieved finance saving 5.544 Million JD/Year. • Completion of the rehabilitation project of treated water reservoirs at Zara Ma’in WTP and establish a new alternative tank. • Complete asset limitation project using bar code system. • Create a sight plate for all miyahunas sights which contains all components • Create an automated system for purchase requisition and connect it with warehouse automated system. • Create an automated limitation system using barcode. • Install security cameras for all miyahunas sub stores. Our Strategic Objectives

Developing & Sustaining Intitutional Capacities Recruitment and Personnel section manpower section

To achieve initiative development strategy and increase the efﬁciency of HR • Hiring & Turnover for 2019. according to personnel authorities, we focus on the below points. Turnovers Hiring 2019 2019 1- Update and issue strategies and legalizations:

- Update vacations and working strategy, and loans strategy that agreed with labor law to be approved in 2020. Employee Employee - Issue and update Regulations, circulars and forms governing the various aspects of the staff affairs department - Circulating the Code of Work Ethics and Job Conduct to all employees. - Exempting a number of employees from penalties for 2018, and thank letter to others as motivational matter.

2- Preparing and developing integrated systems for various aspects of personnel department.

- Review and automate work procedures and many services the company provides to employees through cooperation with specialized consultants.

3- Apply new communication channels with employees. • Achievements.

- Ofﬁcial pages of employees through social media channels. - Computerization the employment tests for technical and administration jobs. - By e-mail, text messages, and WhatsApp, automatic alert messages have - Issue the Employee hand book. been activated from the computerized personnel service system. - Issue HR strategic plan. - Make ﬁeld visits to the company's various sites. - Applying a process for review & updating job descriptions for all jobs in the company. Compensation and benefits

Promotions Allowances

In 2019, 62 employees in the company have been promoted starting from In line with economic conditions and high rates of inﬂation, increase technical to administrative employees according to the below schedule: the value of bonuses offered by the company to its employees

Admin promotions (1-6) Technical promotions (7-10) Expansion In 2019, the company achieved a new strategic goal by company's mission, employees 45 employees 17 adding new service areas to our water authority, which confirms the efficiency of human resources in managing the water sector in Zarqa Admin automatic Technical Automatic Governorate has been included to our water service areas. promotions (1-6) promotion (7-10) Development and computerization employees 16 employees 17 The compensation and benefits section have developed its ways of work as below: Benefits - Appraisals have become systematic by HR system Year New Old - Modernizing the cost centers project, which provided accurate information and 1st -Cost of living allowance -Cost of living allowance after financial constraints, reducing margin of error, giving permissions to users, and -Health insurance for employee itself reducing time and effort completing the trial period -Life insurance after trial period - Update the organizational charts on HR system -Health insurance for suppose and 3 -Health insurance - Building a system of incentives for Emiri funds for the purpose of increasing 2nd kids under age 18 -Saving account -13th salary -Saving account 3rd -13th salary Learning and development -14th salary 4th -14th salary

Procedures Audit Unit Total certiﬁed Total training Trainees in a procedures audit unit has been established linked with the director of the trainings 2019 hours in 2019 2019 human resources department at the end of 2019 in order to monitor the validity and integrity of administrative procedures and decisions and to indicate their 93 18889 682 consistency with the policies, regulations and instructions that govern human resources management and to provide the necessary recommendations. DIRECTORATE OF SERVICE & SAFETY

FIRST: SAFETY, VOCATIONAL HEALTH AND SECURITY SECTION: 1- SECURITY Sub-section: Security group aims to keep people, properties and water sources in all locations by aims to maintain the safety and security of all employees and locations where this is achieved by the field sudden periodic visits to all locations, to make sure that safety providing security guard and alarms and observation cameras, it also assess and vocational health policy of the company is applied and to stand in needs concern- locations security to handle with the gaps and negatives if found, and from the ing that and process it quickly and to study and analysis work risks which may be important jobs of the security division:- exposed and provide all of the means according to the international standards to limit and reduce work injuries, seeking for reaching zero of accidents annually, our 1. inspecting all the different locations of the company and making security survey. motto is safety at first and provide safe work environment. 2. counting the numbers of accidents and attacks against locations and people. duties of vocational health and safety and security as the following: 3. follow up guarding contract items 1- aware and educate the employee about his job’s risks and the means of protec- 4. follow up the alarm system contract on all company offices. tion which he has to adherent. 2- providing information and guidance publications to all locations concerning 5. follow-up installation ths observation cameras on all miyahuna sites (amman, safety procedures. azrqa, madba, alfhais & mahis). 3- offering section tenders at its time and upon needs 6. providing securites for all sites depend on needs. 5- guaranting the safey of work location and its ports so that it will be safe to work and free of risks. Number of accidents and attacks for year 2019 in company locations amounts (9) as shown in 6- providing safe work environment and appropriate facilities. the schedule below: 7- providing personal protecting equipment appropriate to work nature. 8- providing equipment of first aid services and medical intervention in emergency LOCATION NAME DATE OF ATTACK and urgent cases in work locations. 9- implementing the inspection quarterly plans of safety, vocational health and security which have been planned for all locations ALQUISMA 2019/01/01 10- implementing section’s contracts which include (maintaining the fire extinguish- ers and alarms, guarding contract, examinations and vaccines, requirements of ZARQA OPERATION 2019/01/01 personal protection) 11- issuing monthly inspection reports of safety, vocational health and security Car & Employees 2019/01/03 which include location and reports of work injuries 12- disbursing personal protection equipment and give it to the new employees and ALMARQAB STORE 2019/01/21 who deserve to receive according to the life span of item as mentioned the certified policy of safety and vocational health. ALMARQAB STORE 2019/01/25 13- make meeting of safety and vocational health committee as planned. EIN GAZAL SALGHARE 2019/02/15 SAFETY, VOCATIONAL HEALTH AND SECURITY SECTION CONTAINS THE AZRAQ WELLS 1,2,11&12 2019/03/18 FOLLOWING: AZRAQ WELLS 3,4,9,&16 2019/03/26 2- SAFETY AND VOCATIONAL 1- SECURITY Sub-SECTION HEALTH SUB-SECTION NORTH AMMAN OFFICE 2019/03/26 Distribution of Risk 2 Safety and Vocational Health Division: Distribution of Risk Number of item Nothing low m high sites Inspection protecting different classes of the employees from the health 437 360 21 3 821 safety DIVISION dangerous effects which may be caused by dangers related to work or 260 417 71 22 770 security its environment or conditions by handling the environmental, technical and personal factors which cause these dangers and improve work environment and conditions in a manner provides the employees permanent enjoyment of physical, mental and social appropriate health , and from the important jobs of the safety and vocational health division is to follow-up with the work injuries, the numbers of injuries was 24 for year 2019 were according to the schedule below: WORK INJURIES 2019 injuries employees days of repetition severity absence severity & # month repetition no. no. absence rate rate rate index 1 2019/3 4 1769 72 3.76 22.63 7 0.28

2 2019/6 6 1817 152 5.5 46.39 7 0.49

3 2019/9 8 1827 220 7.3 52.68 8 0.51

4 2019/12 6 1830 70 6.38 41.62 6 0.49

inspection of all the company locations by the safety and vocational health section 2019

DIVISION required preformed recently contract of health and life insurance has been combined to the % directorate of services and security Safety 844 821 97.3% because the employee is the real capital of the company, our company is providing health insurance benefit for employees and their families DIVISION required preformed where the number of beneficiaries until this date became 7320 % beneficiary as the following: 1- employees no. (1828) Security 951 770 80.9% 2- beneficiaries no.: wife and children (5492) (2) MOVEMENT DIVISION: SECOND: ADMINISTRATIVE SERVICES SECTION: 1- providing the service of transportation for employees administrative services section stands on the administrative needs of the company and employ- 2- providing the permanent rotations during working hours and the days of official ees by periodic field visits and checking building and its needs to provide safe work environment holidays according to the appropriate standards which is decent to the image miyahuna company and its 3- follow-up with licensing and insuring the cars and machineries of the company employees, customers and guests, which lead to increasing of competence, raising performance, 4- follow-up with repairing the cars in the insurance company and maintaining it improving the work, reducing the costs, following the signed contracts and making sure that it has 5- participating in emergency rooms during the emergency conditions and weather been implemented to the fullest and contacting all locations at any time and condition. Signed Contracts In The Movement Section: * Comprehensive Vehicles Insurance * Rented Cars Contracts duties of administrative services section: administrative services section contains three divisions as the following: * Cleaning And Maintaining Vehicles 1- making maintenance work with all of its kinds 1- Administrative services division (3) DIVAN SECTION: 2- follow-up with the receipts of landlines and cellphones 2- Movement division 1- receiving the inbox mail from the state different institutions 3- follow-up with tenders all of its kinds with 2- receiving the company’s inbox mail even if it was personal or official and distribute it duly contractors 3- Divan Division at once 4- follow-up with companies vehicles and rented 3- delivering the official books which the company received according to system prepared for vehicles this purpose and deliver it to all of the different administrations 5- works of outbox and inbox mail (1) administrative services 4- entering the data of the received official books with an electronic archive system prepared 6- follow-up with the receipts and issuing disburse for this purpose 1- preparing the specifications and agreements and following 5- exporting the official books issued by the company and entering its data with an electronic books with all of its kinds it up with companies which has been contracted with it and its archive system prepared for this purpose 7- implementing section’s contracts which include number (15) contract 6- sending the inbox mail to all of the concerned companies (fuels tender, insurance tender, rented vehicles 2- checking campaigns to all of the locations over the year 7- copying the official books and transactions and keeping the required from it, except tender, cleanliness tender, combating pests and 3- follow-up with financial claims and auditing it transactions electronic data entry rodents tender, cellphones lines tender) 4- executing general maintenance of company’s buildings and 8 joint and continuance cooperation between all of the deferent divans in the company 8- follow-up with the requests of furniture and making sure that it is identical to the specifications and 9- facilitating of the costumers task in following-up their transactions and inquiring about it machines in different locations of the company conditions which has been worked on it. 9- archiving company’s mail (inbox and outbox) 5- preventive maintenance for the locations Number of inbox & outbox mails: 1- No. inbox mails(7221) 2- No. out box mails(10809) 6- follow-up with the receipts of landlines and cellphones 2019

More than More than

11,000Citizen contacted through 500 50,000,000 Teachers Interacting through the summer campaign ”ﻻ ﺗﺴﺘﻬﻴﻦ ﺑﺎﻟﻨﻘﻄﺔ“ 170 An awareness session for all ages Employee of the staff Departments and Male and female students Organizations with special challenges 300 1,000 within the social responsibility of Miyahuna. 1,000,000 Interacting through Miyahuna’s page on Facebook More than Male and female Women students 3000 Ads Of Miyahuna’s 5.500 on vehicles More than 68 34 3,700 1,800 The Unit continues its internal communication through the publication of the daily staff bulletin (Good Morning), ,And awareness of all national campaigns (blood donation, breast cancer, and the continuation of the annual 67% 33% Ramadan competition, Miyahuna group on Facebook to 100,000Brochures delivered by hand increase interaction with staff. Internal Audit directorate is tasked with providing unbiased, independent reviews of systems, business organizations, and processes. The role of Internal Audit is to provide senior leaders and governing bodies of Jordan water company Miyahuna an objective source of information regarding the organization’s risks, control environment, operational effectiveness, and compliance with appli- cable laws and regulations. Internal Audit reports to senior leadership, under the direction of Audit Committee, Internal Audit works with management to systematically review control activities over critical systems and processes. An internal audit is used to assess the execution of a process against a number of Management standards, policies, metrics, or regulations. Internal audits may also entail evaluating Objectives the effectiveness/efﬁciency of critical business operations. The aim of internal audits is to identify weaknesses within the company's processes and control environment internally .

Accordingly, the internal audit plan is driven by risk basis or, in other words, be designed to examine those areas that present the greatest risk to the company.

Information & Communication Aspirations

• offering section tenders at its time and upon needs • implementing the programmed inspection plan and make sudden inspections on locations and field workshops. • follow-up with delivering the personal protection equipment to the employees and providing it permanently in the stores and according to the prepared program for that. • updating the special specifications of all equipment and requirements of public safety as appropriate with the current situation • continue training new employees on safety policy and make basic safety courses for them and focusing on the employees of directorate of water in madaba and office of directorate of mahes and fuhais. • distributing the monthly inspection report of safety and security • preparation for making meetings of safety and vocational health committee and follow-up with implementing the recommendations • activating and updating the plan of evacuation and emergency • follow-up with the permanent providing of first aid items in all of the company locations • covering all of the water sources with television photographic systems and innovating control room for the company • developing safety and vocational health section and work system to follow changes and updates on safety and vocational health sector • updating policies as appropriate with current level • filling the vacancies and innovating vacancies to implement the work plan to the fullest • providing four wheels vehicles to facilitate achieving the required tasks • complete all the credits by the ministry of labor • dispensing papers and replace it with electronic distribution • centralization of the divan and confirming it by limited the inbox and outbox mail through it

Water & Sewer Management MADABA Governorate water directorate Madaba

Introduction: This annual report of water directorate of Madaba Governorate for the year 2019 covers the most vital data and graphs that demonstrate the achievement and performance improvement in enhancing water services levels supplied to citizens. It also demonstrates the development of operational and maintenance services, improvements in ﬁnancial standing, and minimizing of water losses as a result of acquisition integration of the Water Directorate of Madaba Governorate into the Jordan Water Corporate (Miyahuna) - ofﬁcially launched as of 1/1/2018. Earlier, the water directorate of Madaba governorate was directed by Miyahuna as per an agreement with Water Authority of Jordan (WAJ) to run and operate both domestic and sewage systems. This agreement had been valid for (4) years (from 1 /1/ 2014 to 31 /12/ 2017 ).

Overview of water directorate of Madaba governorate:

Population 210.000 people Water Services Subscribers 35488 Subscriber

Area km2 1000 Sanitation Services Madaba Region Subscriber Subscribers 29118 Water Production 12.04 million m3 17728 Theban Region 6340 Subscriber Water supply 10.15 million m3 Water services cover more than 98% of the governorate, and the sewage system Per capita water 133 liters / person / day services coverage exceed 65% of the subscribers’ real estates in Madaba region. Fracturing and leakage Water Production and Supply: Operation and Maintenance: complaints: Madaba governorate is supplied with water from its own resources; • Total length of water supply network is 1,330 km. consisted of 15 wells that are drilled in Hedan and Walla Water Basins. Chart below shows the • Total length of Sewage network is 161 km. These water wells are operated according to total water needs. The total number of resolved water supply during the year 2019 was (10,15) million m3 for all shares; • Support of Maintenance Tasks through agreements with private sector complaints Domestic, Agriculture and Industrial uses. to rent paco-loaders and compressors and buying services for re-arranging after maintenance work and sewage in case of emergency. Madaba Governorate is supplied from Amman if the water sources of Number of Accompished • Renovating and improving water supply networks; where the length of Madaba stop for any reason . Fracturs Complaints - Number of pumping stations (6). the acomplished work reached about 31 km. - Number of water reservoir (5) with a capacity of 20 thousand m³. • Discontinuing of the service to subscribers of unpaid financial liabilities. Household Major Water production from Al Wala and Al Haidan wells increased in 2019 by • Complaints offices in Madaba and Dhiban are automatically connected 2,010,718 m 3, an increase of 19% over 2018 as a result of an increase in to the chief call center, and the complaints, suggestion and opinions are 2019 the quantities of pumping to Amman and pumping from Al Haidan well welcomed and recorded, for all water-related affairs (Leakage, shortage No. 5 for drinking towards farmers, and an amount estimated at 435,750 and cut of water supply, water quality and sewage related issues) through m3 an integrated central system. Several projects have been implemented in wells area to improve water 4.752 1.695 production: - • Completion of the improvement of the operational capacity of the libb 1- The extension of the water line 16 " , with a length of 970 meters, as and Walla stations to increase the pumping quantities and deliver them to a supplement to the existing well line, to reduce operational pressures. the Mountaza Station (Amman), at a value of (1.7) million dinars, as 6 2018 2- Cleaning the course of the valley to mitigate the damages caused by pumps were replaced and installed. the high flow of the valley in the winter. • Purchase new pumps for Dhiban station, which are appropriate to the 3- Create protection fences with gates for 8 wells and make nozzles for operational conditions, and were installed and operated in end year 2019. wells. • Replacing old pumps and electrical panels in Madaba Reservoir Station 4.853 2.186 Water Production with new ones due to the large number of breakdowns and their low efficiency with energy-saving and variable-speed ones with the support of 2017 Series 3 Series 2 Series 1 the German agency GIZ. 2017 2018 2019 • Maintaining the work of the Sewage station with high efficiency despite exceeding the design capacity as 2651250 cubic meters of water was 3 3 3 11,101,965 m 10,466,473 m 12,477,191m treated during 2019. • Maintenance and operation of the chlorine plant to sterilize the treated 4.983 1.520 Quantities of exported and imported water used for irrigation purposes. exported • Maintenance of laboratory devices and a tender referral to provide the laboratory with modern equipment (COD Reactor and Diaphragm 2017 2018 2019 Vacuum Pump) 2,388,507m3 2,388,507m3 2,388,507 m3 Response Time Rate in Hours Imported 2017 2018 2019 2017 2018 2019 Hour 2.7 Hour 2.1 Hour 2.0 18,000 m3 673,950 m3 521,273 m3 Water Supply and Billed Water(m3) Production and Water Quality: Year Billed Supply Water Loss Ratio (NRW) 2019 7,801,107 12,540,510 2017 2018 2019 * Drinking Water: 2018 6,847,204 11,099,413 39.7% 38.3% 37.8% - There is a strict monitoring system; similar to that of Miyhuna Company, 2017 6,680,475 11,087,102 where a detailed plan for drinking water quality for Madaba Governorate is applied. There is an opportunity for improvement to reduce water losses due to the division of the Madaba - Follow up on water quality complaints in accordance to the policy applied city brigade into districts (Zones) according to the operational pressures. Part of the required was in Miyahuna Company. implemented within the first phase Fara projects, and the activation of procedures for monitoring water meters by providing support capabilities (staff and mobile workshop) as a large part of * Waste water and Industry water: Administrative loss. - Implementation the monitoring program of Madaba Sewage Station. Take advantage of Al- Fara projects / Phase one $ 5 million dollar funded by USAID to reduce water - Implementation of the monitoring program of Madaba Sewage Station losses, as follows: (Coca Cola Factory). - Preparing a study for the hydraulic analysis of Madaba water network District based on operational pressure and dividing it into 26 zones : Gravity, LH, and HH regions, and a tender was implemented for this purpose during 2018 and 2019 in some areas, and work is still ongoing to rehabilitate and Water Loss: isolate other areas and improve the water networks. Purchase, supply and installation of a SCADA system for wells and water stations, expected to be - Adopted Procedures to follow up subscribers’ flowmeters and addressing operational in 2020. them are as follows: - Purchasing and supplying two vehicles for maintenance networks, and another vehicle for the Water Loss, and vehicles equipped with all the equipment and devices needed to operate. - Resealing (1,816) meters and recording of the existing situation in order not to permit any jugglery. - Replacing (1,596) meters and recording of the existing situation. - Replacing the meters of large consumers, as soon as a malfunction is reported. - Inspection and search for illegal uses of water where 324 cases were detected, and in some situations there were repetitions of the violation. - Water supply for the main distribution area (Madaba, Dhiban, Libb, Mulieh, Al-Jabal and Al-Areed), the loss for each area, and the the total governorate losses are calculated and compared in order to identify loss causes and address them.

- Within the Fara projects that will be reflected in reducing water loss, work is underway to implement the following:-

- Work is underway to supply and install the SCADA system for wells and main stations, and is expected to be operational in the ﬁrst half of 2020 - Providing two vehicles to work on the maintenance of water lines and networks (Mobile Workshop) and a third vehicle for the waste workshop, all of which are equipped with the required number and tools. - Division of the Madaba District regions into distribution areas according to the pressures required for operation. The project achieved a saving of electricity consumption in the Madaba Reservoir Station by about 50%. Electricity consumption:

2017 2018 2019 electricity Electric Energy Consumption consumption in KWh/m3 Lib Walla kWh per 1 cubic 2.88 2.76 2.72 Base line KWh/m3 KWh/m3 KWh/m3 meter 1.100 1.020 Target 0.820 0.900 A partnership agreement with the private sector, 2015 0.757 0.937 Walla , libb Company, to provide energy, and with the 2016 0.734 0.912 GIZ and the Water Authority to work on providing 2017 0.671 0.872 electrical energy in the two stations of Walla and libb 2018 0.623 0.848 stations for a period of ﬁve years that ended on 2019 0.786 0.868 4/1/2020 after the project achieved the goals where the pumps and equipment became owned to managing Madaba water were completed with the entire Energy saving value

Subscribers Services: 2017 2018 2019 - Continue working on correcting subscribers’ information, and regularly updating it in the belling system Collection Collection Collection (X7). 3,516,581 3,460,855 3,592,194 - The percentage of billed active subscription reached 99%; as a result of improving billing works, in addition to the accuracy, regularity of reading and recording and documenting the existing status of ﬂowmeters using Revenues Revenues Revenues 3,939,816 4,081,362 3,951,815 total number of subscribers 2019 2018 2017 Water Sewage Water Sewage Water Sewage 35,488 17,728 34,181 17,072 32655 16271 Collection ratio Collection ratio Collection ratio

- The average of yearly increment in the number of water and sewage water subscription is 4 %. 2017 2018 2019 - Direct supervision on the implementation of new subscriptions. 89.3% 84.8% 90.9% - Activation of the role of Dhiban office in serving subscribers, in addition to installing the new subscriptions. - The value of the subscribers' required remaining bills is (5.36) millions JD. Technical Affairs and Project Cost / Tender (JD.) Information Technology Project /Tender No. Project Name /Tender Financer Total Donors Self-Financing • water and wastewater projects have been implemented in the Financing governorate (some of which are under implementation 2020) to Modernization of water Governorates Development M/40/2016/ improve the level of service provided to citizens and the period of networks in Granata and 334400 334400 Grants Percentage of water supply and to improve the water networks in the areas Department works Guerina Achievement: 100% which are suffering weakness. Extension of the 400 mm Capital budget. Percentage • The most important projects implemented during 2019: C-T-17-0001-M diameter water line in 96100 96100 Al-Hidan’s wells of Achievement: 100% - FARA Project/First Phase: The project has been accomplished by M/39/2016/ Modernization of water Governorates Development networks in El Arish and El 385800 385800 Grants Percentage of 70% with a value of five million funded from USAID, which included Department works Mashqar Achievement: 100% a study of a hydraulic analysis (Modeling Hydraulic) for Madaba's Extension of different water Capital budget. Percentage water network divided into 26 distribution zone (DZ) according to the M/26/2016/ Local Works lines diameters 197570 197570 of Achievement: 100% operational pressures LH, HH, GRAVITY. - Jabal Bani Hameda trunk line with an amount of 850,000 JD, the M/63/2017/ Local Replacing part of Madaba’s 163045 163045 Capital budget. Percentage component of this project 8 km length ductile line d=200mm +3km Works Sewage pipeline of Achievement: 100% ductile line d=300mm and 1000 m3 tank expected to be completed Grant/28/2014 Constructing a main control Kuwaiti Grant Percentage in the first half of 2020. Kuwaiti grant center for Madaba Directorate 188060 188060 of Achievement: 100% - In addition to direct supervision of the implementation new house Tender of Maintaining Miyahuna Percentage of connection for new subscriptions and improving implementation C-T-18-0029-A Madaba Pumping station 113317 113317 Achievement: 100% procedures. • Information Technology Department: responsible for the M/19/2016/ Replacing Dhiban water Saudi grant information network of Madaba's directorate, as it has done the Saudi grant Network 324730 324730 following: Replace main Line for Jabal O M R / Saudi grant Saudi grant - Replacing all the old devices with new ones and keep going /2014/10 Bani HAMEDAH / MADABA 221812 221812 working on updating. Supplement supply and ﻡ / 3 / 2016 / ﺃﺷﻐﺎﻝ ﺩﺍﺋﺮﺓ / ﻣﻨﺤﺔ Carrying out the necessary maintenance for the main server room - installation of water line From 155000 155000 Saudi grant ﺳﻌﻮﺩﻳﺔ and information network lines. M/ 3/ 2016/ Department works /Saudi grant NADEEM Square To MAAEN - Installing an integrated system to monitor the main server room in Procuring of pumps for Supplying new pumps for German Agency for terms of heat, fire, water leakage and blackouts. International Cooperation Madaba’s water Pumping station 150195 150195 - Installing cameras in sites and linking them with the screens that Madaba Pumping Station (GIZ) in the security and protection rooms in the various locations. Supplying and Installing German Agency for Procuring and installing Electrical Panels for 83030 83030 International Cooperation • GIS Division: It uploads all the executed lines from the tenders electric control panels variable speed Motors (GIZ) or house connections on the GIS system, updates the network, with varied speeds for downloads the separated and canceled lines accurately. In Madaba Pumping Station FARA Project for addition to, the work of surveying the valves and manholes and the Minimizing Water 3500000 3500000 UASID old lines and updating them on the network accurately. Implemented Projects 2019

Project Cost / Tender (JD) Project Name Project /Tender Financer Total Donors Self- /Tender No. Financing Financing

Capital Budget Supply & apply water lines from Percentage of 193000 193000 different diameters to improve the Achievement: 100% water situation and replace old lines in C-T-19-0014-A Decentralized Projects 2018 Madaba Governorate,/First Stage Capital Budget Supply & apply water lines from Tender Percentage of 89000 89000 different diameters to improve the water C-T-19-0016-A Project Description Cost (JD) Project Achievement: 100% situation and replace old lines in Madaba Governorate/Second Stage Improving Water Networks in the Capital Budget governorate, for the ductile pipelines Tender of Rehabilitation Percentage of 99796 99796 Tender emergency Sewer system C-T-19-0015-A of 6 and 8 inches, for the area of 185150 and improvement of Achievement: 100% Jalool, and Libbs booster toward Water Network in Capital Budget Dulailah, and western Fayha. Madaba Governorate Percentage of 58000 58000 Clean the valley in ALHEDAN wells O-T-19-0042-A Achievement: 100% Improvement of water Networks and Tender of replacing Jabal Bani Hameda trunk replacing uncovered Polyethylene uncovered polyethylene Capital Budget line/second stage Diameter 8-inch pipelines, and reinforcing water 269981 pipelines in several area Percentage of 695048 695048 with length is 8 km and 15 / 2019 Network in different areas of Madaba of Madaba Governorate Achievement: 100% Establishment of a tank with Governorate. (2018). capacity of 1000 m3 Improvement of the main pipeline in Saudi Grant Percentage Second Stage of FARA Project to Ma’en, and replacing the internal Tender of Rehabilitation water networks for the areas of: of Achievement: 100% 3500000 3500000 Reduce NRW within 2020 Year 213835 and replacing of Ma’en Ma’en and the building of Drivers water Network. Improving Water Networks in the Licensing Directorate/ Monastery of Ma’en/Al-Najadah ش م أ /UASID 396350 396350 Governorate 4/2019 Improving Water Networks, Construct fences, walls and fences Tender of Security and Decentralization Replacing Exposed Polyethylene over the walls to protect water protection of water Budget Percentage of 233439 233439 Lines, In the Various Regions of the 3/2019/ resources (wells), and construct 229495 resources and Water fences for the waste water treatment facilities (Wells, Waste ش م أ .Achievement: 100% Governorate station. water treatment station) Decentralization Supply & apply different Water lines Budget Percentage of 405870 405870 diameters and types to serve 2/2019/ Tender of replacing Replacing Main Pumps of Dhiban water pumps of wells ش م أ Achievement: 100% communities in separate locations outside the organization station and the wells’ pumps. 164720 and those for main Decentralization Protect main water source (Hidan (Tender for Supply only). stations. .ازم Budget Percentage of 203485 203485 1/2019/ 3 2018 ش م أ (Achievement: 100% wells +Madaba WWTP

Decentralization Supply & apply Sewer system to Budget Percentage of 95000 95000 28/2019/ ش م أ Achievement: 100% serve part of the Hanina region Financial Affairs: operation operation operation expenses expenses expenses COST COVERAGE COST COVERAGE COST COVERAGE 2017 2018 2019 2017 RATIO 2018 RATIO 2019 RATIO 6,383,792 7,020,701 7,580,362

income income income 74.1% 66.8% 60.6% 2017 2018 2019 percentage of coverage costs for operation depending on water rates 4,732,973 4,690,286 4,596,653 as billed onto subscribers

meters 1% income 35,945 2.5% Sanitation O&M-COST RECOVERY RATIO 74,726 Percentage Miscellaneous New water Distribution 3% income 5% connections Collected Income 7% other cost 112,748 222,272 Distribution 512,989 of Operating Expenses 2019 electricity cost Water sales Sewage 71% 0% by tankers 3% charges 5,373,420 10,498 189,474 2019 Water and 22% salary cost 85% sanitation bills 1,693,954 3,571,964

The Following Table Shows values of financial deficit Period Before Agreement Agreement of Managing and Operating Madaba’s Water and sewerage After Integration into Miyahuna Item Base Years 2014 2015 2016 2017 2018 2019 2011-2013 Collected Income 1,836,436 3,759,181 3,890,093 4,119,752 4,271,368 4,050,589 4,217,627 Operational Expenses 4,563,782 5,291,335 5,351,272 5,303,015 6,383,792 7,020,701 7,580,362 Deficit to be covered 2,727,346 1,532,154 1,461,179 1,183,263 2,112,424 2,970,112 3,362,736 Expenses coverage ratio 40% 71% 73% 78% 67% 58% 56% Employees Risks Upon receipt of the water management contract of Madaba in early 2014, the number 1- The main supply source for the governorate of employees 278 employees, by the end of the of Madaba was interrupted due to the decline in the quality of the water of Al- Hedan water contract 183 employees. during the winter season due to the runoff of Where the number of employees per 1,000 rain water in the valley where it is supplied from subscribers was 11.2 and currently at the end Amman sources (knowing that the source of the of 2018 was 5.2 Al- Moujeb and Zara stopped for the same reason) Among the solutions is the establishment of a Number of Employees treatment plant for a portion of the Wala Dam per 1000 Subscibers Challenges water, to be a feed to the well water source, and it is requested to link the Disi water pipe with the Montazah station. 2017 2019 The most important challenges and 2- The high demand for sanitation services and problems facing the management: the absorptive (design) capacity of the 5.3 2018 5.2 1. Parts of water systems suffer from purification plant of 7600 m3 / day to the weakness as a result of their pipes small maximum level. diameters or their operational life. There is an urgent need to expand the Madaba purification plant or to construct a conveyor line 5.4 2. The escalating rise in the electric to transfer excess loads from wastewater to the energy bill, which accounted for 71% of southern Amman purification plant operating expenses in 2019 3. Accumulation of water bills on subscribers from previous years amounting to (5.36) million dinars. 4. Strengthening the technical staff of the administration and securing alternative vehicles for the old ones due to the many faults 5. Attacks on water systems and illegal use of water. Water & Sewer Management Zarqa Governorate Water & Sewer management contract for Zarqa Governorate

Water Network • Miyahuna took responsibility for managing water and wastewater services in Zarqa Governorate from January 1,2015 in accordance Azraq Palace Average No. of Resolved Length of Water with the management and operation contract between the Water Response Time Complaints Network Authority and Jordan Water Company - Miyahuna to raise the level Hour 1.9 Complaints24,277 km3,436 of services provided to citizens in Zarqa Governorate. Complaints / Network Length Complaint/km/Year • Zarqa is considered as the third largest governorate in the 1Q \ 2019 2Q \ 2019 3Q \ 2019 4Q \ 2019 Hashemite Kingdom of Jordan in terms of population, and it is Leakage Actual RT Actual RT Actual RT Actual RT administratively divided into the following districts and sub-district: Repair Repair Repair Repair (Num) (h) (Num) (h) (Num) (h) (Num) (h) ML - (Qasabat al-Zarqa District / Al-Rusaifeh District / Al- Hashemeyah (D25) 656 699 861 889 District). HC - (Al-Dlail Sub-district / Birain Sub-district / Al-Azraq Sub-district). (D26) 3343 1.8 4213 1.9 5287 1.9 5323 1.8 Same • Zarqa Governorate is supplied with water from the following main sources: Pieces 703 757 752 794 mainline : 3105 External sources: Internal sources: Total 2019 House connections : 18166 (Zarqa’s water wells) (Amman ,Mafraq , Private wells) Same pieces : 3006

Response Preventive empty No. of house No. of external No. of No. of connections complaints complaints time maintenanc connections is real connections is real completed received Month Leakage response time in 2019 Water quantities in 2019 m 15 1.9 141 0 1 1016 1434 1434 Jan 3 1.7 25 0 3 985 1440 1440 Feb 2 An Hour 10 Produced water 1.8 0 0 2 1330 2103 2103 March 1 Imported water April 5 1.6 0 0 1 1047 1480 1480 Millions Exported Water 2 0 0 4 1185 1692 1692 May 0 0 1.7 0 0 5 1337 1992 1992 June Q1 Q2 Q3 Q4 1.6 0 0 0 1218 1810 1810 July Jan. Feb. Mar. Apr. May Jun. Jul. Aug. Sep. Oct. Nov. Dec. 1.6 0 0 1 1221 1736 1736 August Net Supply 2019 1.7 0 0 8 1204 1830 1830 Sep. Complaints Average No. of 18 Length of 17 1.9 0 0 34 2370 2013 2013 Oct. / Network Response Resolved Water 16 Time Complaints 15 1.7 0 0 3 1196 1669 1669 Nov. Length Network 14 1.6 0 0 4 1039 1494 1494 Dec. 15,28 13 Hour 20,693 1354 12 1.7 166 0 20693 15148 20693 20693 Total Complaint/km/Year 1,7 Complaints km 11 10 Response time for sewage complaints Q1 Q2 Q3 Q4 Operations Directorate NRW unit the drop loss rate Achievements of Operations directorate: Year NRW (%) Drop (%) - Installation of water pipes in different diameters (emergency tender) to improve the water supply in different areas of Zarqa Governorate with an 2015 60.5% 2.5% estimated length of 3 km. 2016 57.5% 3% - Continuity of the old network isolation of the areas where the network has been rehabilitated by the Millennium Challenge Corporation and 2017 55.5% 2% disconnecting of the double connections. 2018 54.7% 0.8% - Rehabilitation for 10 wells of Al Azraq by replacing its pumps (tender 2019 54.4% 0.3% funded by the German Bank of Life (KFW) and the Jordanian government.

- Completing the preventive maintenance works for pumping stations and wells, in preparation for the next summer.

- Continuity of improving the network by installing sewer pipes with different diameters (about 1.3 km) in different areas of Zarqa Governorate.

- Installing a new pump unit in Khaw Pumping Station to improve the water supply in the western areas of Zarqa.

- Operating the new water resources ( awjan 22 well , coridoor 21 well).

- Reducing the rate of the non-revenue water for (2019) to %54.4 compared with (%54.7 (2018.

- Reducing consumption of electric power for cubic meter from 2.09 kw in (2018) to 1.9 kw in (2019).

- Improving the response time of leakage complaints from 2h in (2018) to 1.9h in (2019). Technical Services

Zarqa water and wastewater management contracts and completion rate 2019

Contractor Awarding Technical Contractor Awarding Technical # Tender No. Project Name Project Goal Fund Name value % progress % # Tender No. Project Name Project Goal Fund Name value % progress %

Installation of water pipes with Improving water Wardan Amin Yousef Internal Water delivery to the Delivery of water to the diameter (400 + 200 + 100) mm to supply in Al-Madinah Engineering & Abdul Al-Qadir chaste families' housing in chaste families' housing WAJ and his partner 13,000 JD 100% ش ز/13/2019/ﻄﻐاه JD 100% 575,800 1 C-T-16-0011-Z serve Al-Madinah and Al-Bustan Al-Munawarah and (MYHN) Contracting Co. 15 suburbs Al-Bustan Suburbs Zarqa Gov. Qusai Contracting Wardan Sami Al Installation of 300 mm ductile Improving water Internal Submit and Installation of 300 Replacing a damaged line Internal Engineering & 634,109 JD 100% Hanaynah 25,000 JD 100% 2 C-T-16-0002-Z water pipe, with a length of 10 km supply at Dlail 16 C-P-19-6/12832 mm diameter water line in at Misfah Street from Al-Hallabat, to Dlail district (MYHN) Contracting Co. New Zarqa, Filters Street (MYHN) Company

M / 2018/7 / Installation and replacing pipes Improving water Asem Supply and install a 200 Replacing an old 200 mm Walid Abdul ST water line inconsistent 3 Da’arah of different lengths and supply in Decentralized Tarawneh 221751.40 100% 17 C-P-19-14/12903 mm ductile water line in Internal Jalil 45,530 JD 100% diameters in separate areas of Al-Hashemite projects and his Al-Dlail District with the expansion of the (MYHN) Contracting Works Alhashmeiah area district partner Khalidiya Triangle company Asem Installation of 200 mm water Ayman M / 10 /2018 / Improving water Decentralized Tarawneh Several sewer projects Install sewer lines of Decentralized Amarna 100,000 JD 0% ش ز/pipe from Awjan Reservoir to supply at Jabal 183725 JD 100% 18 2019/24 4 local works projects and his to serve new sewer different diameters projects Jabal Hamza Hamza partner subscribers company Installation of (200) mm water Improving water Abdullah and Ashraf Replacing a transmission M / 9 /2018 / pipe that runs through Makkah Decentralized Abdul-Hadi Company line that passing through 5 supply at / Ashraf Abdul-Hadi 129,000 JD 100% Al-Masar Al-Mukarramah suburb with a projects the journalists' housing Decentralized local works Makkah suburb Construction Replacing part of Electromechanical length (2000) m. Contracting lands and Al-Majd City, in projects 1,857,851 JD 0% 19 114-2019 company Installation water network lines to khaw - Awjan line addition to the frequent M / 11/2018 / Improving water Aref and repairs on the line serve the areas (Al-Tafeh Al-Sharqi, Decentralized Mohamed Lafi 6 supply at Dlail projects 203,400 JD 100% Da’arah Works Al-Awadat District, Al-Midan District, district Company Al-Omran District ) Rehabilitation and Improving the water supply in the commercial center Handalah Establish/ improvement of water Decentralized Contracting Complete the construction and Internal Al Siddiq 20 116-2019 and replacing part of 340,000 JD 0% construct customer Construction 23117.60 JD 80% networks and lines in the projects Company 7 C-P-19-0004-Z finishing customer services Zarqa Al-Hashemiya wells building service offices (MYHN) Contracting Co. collection line Al-Wathiq Replacing the M / 12/ 2018 / maintenance of stations and maintenance of Decentralized Company for Rehabilitation and improvement Decentralized Munir Bousha projects 239,139.35 JD 21 Western Alouk water and his partner 254,790 JD 0% 8 wells project stations and wells Construction 100% 115-2019 of water networks and lines in projects Da’arah Works Birain district network Barium Company Contracting construct a collection Internal Mahmoud Al-Qudah O-P-19-125/13156 Maintenance of customer and his partner 18,132 JD 70% 9 services office at Al-Hashmeiah office for (MYHN) Alhashmeiah company Installation and replacing lines of Improving water Internal Anx 772,015.50 10 C-T-18-0004 different lengths and diameters in supply at Beren (MYHN) Contracting 26% separate areas at Berean District district Est JD Improving water Al Fares Restructuring of supply at USAID 1,266,557.145 11 C-T-18-0025 Al-hashmeiah water network General 54% ALHashmeiah district /FARA13 Contracting co JD Improving water Arab Restructuring of Awjan supply at Zarqa USAID Business 1,949,233.830 42% 12 C-T-18-0024 areas /outside MCC Contracting JD water network Projects /FARA13 Company Supply & Install Bulk Measure the quantities of USAID Al-Omaria 354,805.90 C-T-18-0023 “Supply” Water Meter In water supply to Zarqa contracting 47.5% 13 Gov. and measure the /FARA10 0 JD FARA10 Zarqa Gov NRW% accuratly company Transferring the sewer supply and install of 700 mm line to the eastern city Internal Bosha sewer line, for the industrial from the land of the 65,990 JD 100% 14 C-P-19-13/13160 specialized industrial (MYHN) Contracting school school / Korean fund Co. Human Resources Directorate

Summary – staff qualiﬁcations of Zarqa Water Summary – staff number of Zarqa Water Management Contract quantity Management Contract quantity Master 4 Staff number – at the beginning of Contract 669

Bachelor's degree 56 Current staff number 525 Diploma with comprehensive Exam 93 Number of current loaned staff 382

Diploma without comprehensive Exam 9 Number of recruited staff 113

Three years Diploma Miyahuna employee – currently working on 6 contract 30 Vocational Diploma (one – two years) Number of the expired loan staff – loaned 52 staff 292 Licensure Total and ﬁnal number of staff of 108 management contract 525 High School 46

Less than High School 147

vocational certiﬁcate 4 Total 525

Information Technology Unit Quality unit 1. Providing technical support service to all employees all the time. 6. Reviewing and amend numbers of Lots-Id for water subscriptions 2. Providing users with the updated programs and applications to and link them with their geographical location on GIS. All issues of drinking facilitate work and increase productivity. 7. Installing the water and sewage lines projects witch done by the 3. Supervising the performance of security monitoring devices and contractors on the system after making sure that they are in water and non-domestic cameras and their systems. accordance with the reality duly. wastewater (industrial 4. Rearranging the collection routes in cooperation with the 8. Draw, check and archive house connections ﬁles and all transactions Customer Services directorate in the following zones: water) are covered by the duly. (25,10,28,12,21,29,30, and part of 34) since the total of their 9. Determine the locations of the subscribers to be denial of service or Quality Unit subscriptions reach to 25,235. replace their meters so that the meters department can reach the 5. Reviewed the subscriptions that their sewage fees weren't added to the bill and sent a list to the Customer Service directorate correct locations. contained more than 4000 subscriptions to recalculate the sewage 10. Cooperating with the Operations Department to amend the fees and add it to the bill. boundaries of the distribution areas to reach the maximum accuracy. Customer Service Department Financial Affairs Directorate

Measure Indicator Unit 2016 2017 2018 2019 Total Revenue JOD 21,530,204 21,067,629 24,215,175 23,780,220 Revenue of water prices JOD 17,518,932 17,780,775 18,392,865 17,716,476 Recognized Revenues JOD 16,985,795 18,528,836 20,009,629 18,822,748 Collection Rate % 103% 95.96% 91.90% 94.12%

Debt (receivable accounts JOD 12,973,659 13,721,633 15,332,924 16,439,196 Financial Indicators Based on Performance Incentive balance) end of each year Year Revenues Expenses Operation Expenses Coverage Ratio Number of on-site issued Bill 118,044 152,111 151,317 152,330 bills (via mobile device) (Q4\2016) (Q4\2017) (Q4\2018) (Q4\2019) 2014 Million 11.9 Million 20.1 59 % Invoicing Ratio % 90% 98.45% 98.91% 99.45% Number of active subscribers Subscriber 166,708 173,551 178,74 183,739 2015 Million 18.6 Million 21.6 86% Cases of illegal use Subscriber 1008 2105 3212 3150 2016 Million 21.3 Million 25.6 83.2%

Moreover, the following have been achieved: 2017 Million 23 Million 32.4 70.9% • Increase the invoicing rate from %98.91 in 2018 to %99.45 in 2019, which has had a significant impact on the increase in revenues, the collected amounts and the reduction 2018 Million 24.6 Million 36.4 67.6% of water loss. • Reducing office bills by %3 compared to %10 in 2016 and greater reliance on field 2019 Million 22.6 Million 38 62.0% collection. • The number of subscribers connected to the sewer network reached %80.41 of the total number of subscribers. Financial Indicators Based on Operational Incentive • The collection and blocking process are fully implemented through mobile devices. Year Revenues Expenses Operation Expenses Coverage Ratio • The photographing subscribers meters during the process through mobile devices. • Complete the replacing mechanical meters with another with ultrasonic meters in Jabl 2014 Million 12.2 Million 14.7 83% Tarek & Princess Haya district ,plus the large consumers and government departments through the FARA tender funded by the United States Agency for Development (USAID). 2015 Million 14.7 Million 15.5 105% • Follow up the auditing of the sewer service on the billing system based on what is on the ground and coding the contributions of the service by adding additions to them from previous years based on the campaign. 2016 Million 19.7 Million 16.5 119% Domanial money 2017 Million 21.6 Million 16.5 131% Number of Number of Cash collections Collections subscriptions for TOTAL reserved which reservations (Jor) through bills (Jor) 2018 Million 21 Million 19 110% subscriptions have been lifted (Jor) 588 151 95,063 94,620 189,683 2019 Million 19.8 Million 17.6 112% Aspirations

• Completing the implementation of the projects of Restructuring for Water Network in Awajan and Alhashmeiah(USAID funds).

• Completing the implementation of the project of replacing the bulk water meters for resources and collectors.

• Replacing pipe with the diameter 600 mm from the Khaw station towards the Awjan Reservoir with a length about (12 km).

• Replacing pipe with the diameter 600 mm from Al Azraq Station towards the Khaw station with a length about (67 km).

• Eliminating of the direct pumping system on the network from the new Zarqa station.

• Operating new water resources ( hashmiya 2 well , hashmiya 5 well) by expansion of zarqa water pump treatment plant .

• Purchasing three new vehicles (Jets sanitation). Next are the sections, achievements and future aspirations for each of these sections. Water And Waste Water Management Contract Operations Section Mahis And Al-Fuhais This section concerned with providing water and wastewater services to customers at Based on the approval of the council of ministers on regularly according to the approved schedule, and keep maintenance works for water 17\09\2018, to transfer the tasks of managing and networks to reduce water losses, as well as immediate handling of complaints and any operating mahis and al fuhais water and waste observations regarding water and wastewater. water management contract to Jordan water company - miyahuna, an agreement has been Length \ km Network Information signed between the ministry of water and Irrigation - the water authority and Jordan water company - Water miyahuna to raising the level of water and waste 264,871.770 water services that provided to citizens in mahis and al fuhais district, Jordan water company - Waste Water miyahuna has started its work on 01\10\2018. 109,578.334 The district of mahes and fuhais is one of the districts that belongs to Al balqa governorate, and Water Sources and Net Supply it includes ﬁve districts are mentioned below: - Salt Source The Quantity - AL Shoneh Al Janobyeh Fuhais (albakaloria) 1,956,796 - Deer Allah Net Supply Al Azraq 1,039,073 - Ain Albasha Zai 410,934 - Mahis and Fuhais The district organizationally is followed to: Al Alali 116,482 - Fuhais Municipality Um Al Enaag 19,820 - Mahis Municipality 3,453,645 Al Raqqad 49,820 - Greater Amman Municipality Mahis and fuhais district has an area of 57 km² Below is a table showing water and waste water complaints that were registered during 2019 and the response time average Population36,670 to solve. Population density 1,225.7 Person/ km² It varies high level topographic between 540 m to Quality complaints Waste Water Closed water lines Break water lines 1,060 m above sea level Mahis and fuhais water and waste water 5 513 1,372 2,892 No. management contract contains several sections that work as one unit to provide the best services to its customers in mahis and fuhais district, 0.93 2.1 1.69Response time according to the highest international speciﬁcations and standards. Water Losses And Meters Section (-/+) – Ratio Loss rate Year 0% 47% 2017 2.3% + 49.3% 2018 4.5% - 44.8% 2019 (Till Q3)

The table below shows the tenders for mahis and fuhais water and waste water management contract and the percentage of completion until the end of 2019. Actual Financial Cumulative Assignment Completion Achievement Project Name Tender No. # ر اء rate% Spending Rate% Value 1 م ب/ Supply and extension of mahis and fuheis district water lines 2019/43 453,161.5 -- -- 19% 2 م ب/ Treatment of healthy hated in mahis and fuheis district 2019/44 100,000 -- -- 17% 3 م ب/ Replacement of damaged water lines in mahis and fuhais district 2019/45 50,000 -- -- 0% 4 م ب/ Supply and extension of mahis/Khamous and neighboring sewage lines 2019/68 97,910 -- -- 0% 5 م ب/ Supply and extension of sewer lines in Umm Alia 2019/69 99,543.115 52.6% 52,418 60% 100% 29072 100% 30,050.000 Supplying and extending sewage pipes to service the plot no. (334) C-P- 19-1001-B 6 0% -- -- 30,110.000 Supplying and extending a 300 mm diameter ductile line C-T-19-0001-B 7 100% -- -- 50,000.000 Extension of new subscription connections C-T-19-0002-B 8 Types of Employees No. Administrative Affairs Section The number of employees at the beginning of the contract 100 This section concerned with following up all personnel affairs and meeting their needs, as well as providing The number of seconded employees till 31\12\2019 89 services to all employees to provide suitable and safe The number of employees hired during the contract 1 work environment. The tables below show the number of Miyahuna staff working on the contract 7 employees working in mahis and fuhais water and waste water management contract and there educational The Total Number till December 31, 2019 97 qualiﬁcations.

Achievements Of Administrative Affairs Section 2019: Scientific Qualifications Of Seconded Employees As Of December 31, 2019, No. Excluding Miyahuna Staff And Those Who Have Hired During the Contract - Recognized the employees' paper files according to the 7 Bachelor approved principles in Jordan Water Company - Miyahuna, and then archived electronically. 10 Diploma with shamil - Starting to automate the work of the administrative affairs 1 Diploma without shamil section through the application and use a computerized 2 Apprenticeship diploma (one year - two years) human resources system related to all human resource and financial transactions of employees. 27 High School - tawjihi - Attendance machines were installed and approved in 35 Without secondary - none several locations of mahis and fuhais water and waste 7 Apprenticeship water management contract sites. 89 Total

The table below shows the variables affecting the work of the Customer Services Section as well as the variables that are affected by its performance.

Customer Services Section The Indicator Unit 2018 2019 This section is concerned with direct Total revenue JOD 2,112,269 2,421,964 communication with customers and providing Revenue from water JOD 1,937,798 2,261,787 services in an optimal way. Where the customer Veriﬁcations JOD 2,043,789 2,170,383 services section is an essential part of giving Collection rate % 94.8% 104% Indebtedness (balance of receivables from subscribers) at the end of each year JOD 995,068 902,983 general impression of the company. Number of bills issued on the site (via mobile devices) Count - 34,900 Billing ratio % - 99% Number of active customers Count 8,651 8,812 Illegal use Count 0 5 Achievements Of Customer Service Section 2019:

Jordan water company – miyahuna/customer services directorates effective working mechanism has been applied in mahis and fuhais water and waste water management contract/customer services section. Here under the achievements of customer service section: - Computerization teller works. - Computerization all transactions and fees pay. - All water subscriptions have been archived and all sewage transactions are being archived. - The customers objections are archived on a daily basis also the outgoing and incoming mail. - Moving meter reading with modern mobile devices. - Collecting the amount of (91,404) ninety one thousand four hundred and four Jordanian dinars from the old receivables. - Organizing the work of waste water contractors according to the instructions of Jordan water company - miyahuna. - Replacing most of the broken meters and the rest of them are being replaced according to the capabilities. - Increase the meters reading rate to 99%. - Facilitating the payment mechanism through bank cards. - A customer services office has been established on the main street to facilitate customer services. Financial Affairs Section Financial Indicators, According To The Operational Incentive This section concerned in all financial matters of mahis and fuhais water and waste water management contract, as well as accounting, Year Revenues Expenses warehouses, purchasing, financial repayments, etc. 2018 2,112,269 92,340.84 Achievements Of Financial Affairs Section 2019: 2019 2,421,964.516 1,919,009.301

- Accounting processing of all financial activities according the International Accounting Standards in coordination with financial directorate/Jordan water company - miyahuna. * The detailed expenses during 1-9/ 2018 couldn't explained in - Applied the accounting system (ACCPAC) as which applied in Jordan water company - the table because ministry of water and irrigation – water miyahuna. - Controlling the financial situation of mahis and fuhais water and waste water authority was the authorized for that. management contract regarding of revenues and expenses. - Implementing the computerized warehouse system. - A new warehouse has been prepared in the main Fuheis station. Financial Statements