WATER UTILITIES PERFORMANCE REVIEW REPORT FOR FY 2018/19 DISTRICT AND TOWNSHIP WATER UTILITIES March 2020 i TABLE OF CONTENTS CHAIRMAN’S STATEMENT .......................................................................................................................................................... vi FOREWORD ..................................................................................................................................................................................... vii ABBREVIATIONS AND ACRONYMS ....................................................................................................................................... viii MEASUREMENT UNITS AND SYMBOLS ................................................................................................................................. xi DEFINITIONS OF KEY PERFORMANCE INDICATORS ......................................................................................................... x EXECUTIVE SUMMARY................................................................................................................................................................. xi 1.0 INTRODUCTION ....................................................................................................................................................................1 2.0 PERFORMANCE ANALYSIS ..............................................................................................................................................2 2.1 Water Sources ................................................................................................................................................................2 2.2 Water Production and Measurement Methodologies .......................................................................................3 2.2.1 Water Production ...............................................................................................................................................3 2.2.2 Water Production Measurement Methodologies ...................................................................................5 2.3 Water Demand ...............................................................................................................................................................7 2.4 Water Treatment Facilities and Quality Monitoring .............................................................................................8 2.4.1 Water Treatment Facilities ..............................................................................................................................8 2.4.2 \Water Quality Monitoring..............................................................................................................................9 2.5 Sanitation Services ..................................................................................................................................................... 12 2.6 Water Service Coverage ........................................................................................................................................... 12 2.6.1 Population Living in the Area with Water Supply Network.................................................................. 12 2.6.2 Population directly served with water .......................................................................................................14 2.6.3 Average Hours of Service ............................................................................................................................ 16 2.7 Metering Ratio .............................................................................................................................................................. 19 2.8 Staff Productivity ......................................................................................................................................................... 19 2.9 Non-Revenue Water ................................................................................................................................................. 23 2.9.1 NRW as a Percentage of Water Production ........................................................................................... 23 2.9.2 NRW in volume of water loss per connection per day ......................................................................25 2.10 Water Sales Revenue and Expependitures ..................................................................................................... 27 2.10.1 Revenue from Water Sales .......................................................................................................................... 27 2.10.2 Revenue Collection ......................................................................................................................................29 2.10.3 Revenue Collection Efficiency ..................................................................................................................29 2.10.4 Operation and Maintenance Expenses (O&M) .................................................................................... 30 2.10.5 Personnel Expenses .................................................................................................................................... 32 2.10.6 Personnel Expenses as a Percentage of Revenue Collection ....................................................... 32 2.10.7 Working Ratio ..................................................................................................................................................33 ii 2.11 Institutional Status of DT WSSAs ........................................................................................................................... 34 2.11.1 DT WSSAs’ Board of Directors ................................................................................................................... 34 2.11.2 DT WSSAs’ Management and Staff .......................................................................................................... 34 3.0 IMPLEMENTATION OF REGULATORY OBLIGATIONS .......................................................................................... 35 3.1 Tariff Reviews and Implementation of Tariff Conditions ................................................................................. 35 3.2 Compliance with Report Submission ................................................................................................................... 36 3.2.1 Reports ............................................................................................................................................................... 36 3.2.2 Financial Reports .............................................................................................................................................37 3.2.3 MajIs Reports ...................................................................................................................................................37 3.3 Implementation of Recommendations of FY 2017/18 Report ........................................................................37 3.4 Compliance with Remittance of Regulatory Levy .............................................................................................37 4.0 PERFORMANCE RANKING ............................................................................................................................................ 38 4.1 Overall Ranking ........................................................................................................................................................... 38 4.2 Utility Ranking .............................................................................................................................................................. 38 4.3 Procedure for Ranking .............................................................................................................................................. 38 4.3.1 Overal Ranking ................................................................................................................................................. 38 4.3.2 Utility Ranking .................................................................................................................................................. 40 4.4 Classification of Performance Scores ................................................................................................................. 40 4.5 Results of Performance Ranking ........................................................................................................................... 40 5.0 MAJOR OBSERVATIONS AND RECOMMENDATIONS .................................................................................. …….45 APPENDICES ...................................................................................................................................................................................47 APPENDIX 1: WATER UTILITIES PROFILES ........................................................................................................................... 48 APPPENDIX 2: KEY PERFOMANCE DATA AND INDICATORS (2015/16 to 2018/19) ...............................................130 APPENDIX 3: DT WSSA’s BOARD OF DIRECTORS STATUS ..........................................................................................155 APPENDIX 4: COMPLIANCE WITH REGULATORY OBLIGATIONS ...............................................................................161 APPENDIX 5: LIST AND EXPLANATION FOR DT WSSAs THAT DID NOT