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Performance Agreement

Between
The Hawassa Town Water Supply & Sewerage Services Enterprise
And
The Board of the Enterprise

FOR THE AGREEMENT PERIOD, MAY 2013 – 8th JULY 2016

May 2013

The author’s views expressed in this publication do not necessarily reflect the views of the United States
Agency for International Development or the United States Government
Table of Contents

Preamble

Clause

Part I: General Part of the Agreement


1. Designation
2. Definitions
3. Parties to the Agreement
4. Purpose of the Agreement
5. Applicable & Governing Documents
6. Integral Part of the Agreement
7. Agreement Period

Part II: Special Part of the Agreement


8. Obligation of the Enterprise
9. Financial Matters & Records
10. Financing Investments
11. Third Parties & Sub-contractor’s
12. Monitoring, Review & Management
13. Incentive System
14. Corporate Planning Process
15. Scope of Operations of the Agreement
16. General Obligations of the Board
17. Financing Obligations of the Board
18. Deliverables

Part III: Final Part of the Agreement


19. Assistance & Co-operation
20. Constructive Discussions
21. Amendment of the Agreement
22. Copy of the Agreement
23. Effective Date & Duration of the Agreement

Appendices
Appendix I: Performance Indicators & Targets of the Enterprise (2013-2016)

Appendix II: Incentive System of the Enterprise & Fundamental Principles

Appendix III: Investment Program of the Enterprise

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Performance Agreement
Between the Board & the Enterprise

WHEREAS, the Hawassa Town Water Supply & Sewerage Services Enterprise (“the
Enterprise”) is legally mandated to provide water & sewerage services efficiently,
economically and on cost recovery basis to the Hawassa Town;

WHEREAS, it is the underlying principles of the Performance Management System that the
Enterprise to manage the water supply & sewerage disposal operations & development
programs in an efficient & sustainable manner within its mandate;

WHEREAS, it has become desirable to institute a Performance Management System within


the development & business operations of the Enterprise;

WHEREAS, it has become so urgent to arrange this non-legally binding Performance


Agreement, till the pre-conditions for the legally binding Performance Agreement are in
place;

NOW, THEREFORE, the Enterprise’s Board, as duly represented by its Chairperson, and
the Enterprise, as duly represented by its General Manager, have hereby mutually agreed,
as follows.

Part I: General Part of the Agreement


24. Designation

This document may be designated as “the Performance Agreement (2013-2016)” signed


between the Board & the Enterprise

25. Definitions

Unless the context requires otherwise, in this Performance Agreement:

25.1 “the Board” means the managing board of the Enterprise established as per
the Regional State’s Proclamations No. 40/2002 & 71/2004 and 103/2006.
25.2 “the Bureau” means the Water Resource Bureau established as per the
Regional State’s Proclamation No. 133/2010.
25.3 “the Enterprise” means the Hawassa Town Water Supply & Sewerage
Services Enterprise established as per the Regional State’s Proclamation No.
40/2002 & Regulations No. 2/2003.
25.4 “the Agreement“ means the Performance Agreement referred under Clause 1
hereof.
25.5 “the Applicable & Governing Documents” means all the relevant applicable
constitutional, legislative, policy & strategic including other relevant planning
documents respectively, enacted & made by the Federal Government and/or by the
Regional State as provided under Clause 5 hereof.

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25.6 “the Federal Government” means the government of the Federal Democratic
Republic of Ethiopia.
25.7 “the Regional State” means the Southern Nations, Nationalities and Peoples
Regional State.
25.8 ‘’the Works” means all water supply & waste water or sludge collection,
transportation, treatment/drying & disposal facilities of the Enterprise.
25.9 “the Services” means the urban water and sewerage services to be provided
by the Enterprise to the Town.
25.10 “the Town” means the Town of Hawassa, the capital City of the Regional
State.
25.11 “the Management Team” includes the General Manager of the Enterprise,
those heads of business process units who are appointed by the Board &
accountable to the General Manager.
25.12 “the Incentive System” means the reward & penalty or no reward or no
penalty measures prepared by the Enterprise & approved by the Board, to be
implemented within the Enterprise for or against the Management Team, as related
to the achievement or non-achievement of the Performance Indicators & Targets,
respectively.
25.13 “the Agreement Period” means the performance period of the Agreement
from 2013 up to 2016.

26. Parties to the Agreement

26.1 The parties to the Agreement are the Board & the Enterprise.
26.2 The Board is duly represented by the Mayor of the Town of Hawassa who is
also the Chairperson of the Board of the Enterprise, as expressly delegated for this
purpose by the rest of the Board members;
26.3 The Enterprise is duly represented, in accordance with the law, by its General
Manager.

27. Purposes of the Agreement


The purposes of the Agreement are:

4.1 to further clarify the roles and responsibilities of the Enterprise towards
compliance with agreed upon performance indicators & targets, and to enable
the Board in enforcing a mechanism for the monitoring and evaluation of the
performance of the Enterprise; and
4.2 to ensure that there is an agreed framework within which the Enterprise
performance goals can contribute towards the achievement of the overall
Regional State sector goals within the anticipated time frames.

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28. Applicable & Governing Documents

28.1 The Board undertakes to permit full autonomy to the Enterprise in all areas of
its operations including operational expenditure, investment programs for water and
sewerage infrastructure and staffing and salary levels, and management including
recruitment of staff subject to the provisions of the Applicable & Governing
Documents.

28.2 The Applicable & Governing Documents under the Agreement may include
the following:
a) the Constitution of the Federal Government;
b) the Constitution of the Regional State;
c) the Ethiopian Water Resources Management Policy (1998);
d) the Ethiopian Water Resources Management Strategy (2001);
e) the Ethiopian Water Resources Management Program (1998);
f) all other relevant & applicable federal & regional policies, plans and/or
strategies;
g) all relevant & applicable laws of the Federal Government;
h) all relevant & applicable laws of the Regional State;
28.3 The Agreement shall in no way amend, supersede or modify the provisions of
such Applicable & Governing Documents

29. Integral Part of the Agreement

The following Appendices shall form an integral part of the Agreement.

a) Appendix I: Performance Indicators & Targets (2013-2016);


b) Appendix II: Incentive System & Fundamental Principles; and
c) Appendix III: Investment Program of the Enterprise;

30. The Agreement Period

Subject to Clause 21 hereof, the Agreement Period which shall be covered & governed by
same, and which shall abide by the Board & the Enterprise, shall be from 2013-2016.

Part II: Special Part of the Agreement


31. Obligations of the Enterprise

31.1 The Enterprise shall carry out its operations with a view to achieve the agreed
performance targets as provided under Appendix I hereof during the Agreement
Period.
31.2 The Enterprise is responsible for collecting, organizing and presenting all data
and information required to compute the performance indicators.

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31.3 The Enterprise shall carry out an investment program primarily aimed at
achieving the key performance indicators included in the Agreement.
31.4 The Investment Activities of the Enterprise are provided under Appendix III
hereof.

32. Financial Matters & Records

The Enterprise shall keep proper books of account of its revenue, operational costs and
expenditures & shall also keep those books and all correspondence and documents
belonging or relating to the subject matter as required by the Board and the Regional
State Audit Bureau, the Bureau, specifically for public enterprises and any other
Applicable & Governing Documents that may be in force and any amendments thereto
made from time to time.

33. Financing of Investments

33.1 The Enterprise’s investment program is to be financed through a variety of


funding sources secured from:

a) the Enterprise’s internally generated financial resources;


b) the Town Administration;
c) the Bureau;
d) the Federal Government Water Resources Development Fund;
e) different Donors and/or Development Partners; and
f) any other financing institutions;

33.2 However, appraisal of the investment performance of the Enterprise shall be


based on its internally generated financial resources or internal cash flows only.

34. Third Parties or Sub-contractor’s

The Enterprise may not be relieved of or excused from any of its obligations under the
Agreement by the appointment of any third party or sub-contractor to carry out any part
of the Deliverables. The Enterprise shall be responsible for the payment, performance,
acts, defaults, omissions, breaches and negligence of all such third parties or sub-
contractors.

35. Monitoring, Review & Management

12.1 The review of the Enterprise’s performance under the Agreement shall be
carried out quarterly by the Board.

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12.2 The Board may request for an independent but qualified office/technical
auditor to undertake a technical performance audit. Should this be the case, the
Enterprise shall timely furnish such technical auditor with any relevant information to
enable them make an informed assessment of the performance of the Enterprise.
12.3 The review shall specifically address the following:

a) the Enterprise’s performance against specific performance indicators,


which shall be reviewed quarterly;
b) recommendations for the re-setting of performance targets/projections,
should it prove necessary.
c) any other issues that may from time to time be agreed between the Board
& the Enterprise;

12.4 The report and recommendations of the technical auditor, following the
quarterly review, shall then be submitted to the Board and the Enterprise within a
period of 21 calendar days after such review.
12.5 The review methodology used by the technical auditor shall be agreed upon
between the Board & the Enterprise prior to its application to the review process. In
case of any differences of opinion between the Board & the Enterprise, the final
decision on the review methodology shall, however, be made by the Board.
12.6 The Board shall recommend the incentive structure, based on the Incentive
System to be applied to the General Manager & Management Team to be agreed
between the Board & the Enterprise.
12.7 The technical auditor may carry out Performance Audits of the Enterprise or
any of its business process units or branches in accordance with the Agreement to
inspect progress made in achieving the agreed performance indicators during the
Agreement Period.
13 Incentive System

13.1 The Management Team led by the General Manager shall be accountable to
the Board for the achievement or non-achievement, in whole or in part, of the
Performance Indicators & Targets agreed under the Agreement.
13.2 The Management Team shall be responsible for putting in place innovative
measures and mechanisms to ensure the achievement of the performance targets
agreed under the Agreement.
13.3 The Incentive System for the Management Team shall be as provided under
Appendix II hereof. The Incentive System shall be approved by the Board. The
Incentive System shall be implemented by the decision of the Board annually within
the Agreement Period.
13.4 The Board, in enforcing the Incentive System, may adjust or change the
Incentive System, within any of the Agreement Period, by giving due weight to the
achievement of a certain performance targets chosen by the Board.

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14 Corporate Planning Process

14.1 The Board & the Enterprise recognize that the Strategic Plan goals and
objectives form the basis for the Agreement targets.
14.2 It is envisaged that the Strategic Planning Process shall be the primary
vehicle for updating the Reference Financial Projections contained in the
Agreement.

15 Scope of Operations of the Agreement

15.1 Areas of Supply

The area of supply for the Enterprise shall be as provided in the Applicable & Governing
Documents. The Enterprise shall consider the financial viability and sustainability of
extending the Services to any new areas of the Town that are opened up for residence
by the Town Administration.

15.2 Services to Low Income Areas

a) In response to the Universal Access Program II (UAP II) and the Growth and
Transformation Plan (GTP), the Enterprise shall take cognizance of its mandate
and obligations to serve all categories of the population in the service area.
b) The Enterprise shall develop a strategy to implement the Federal Government’s
policy for provision of the Services to low income residential areas, and the urban
poor communities.
c) The Enterprise shall also advise the Board on the investment requirements
necessary to provide the Services to the urban poor in the informal settlements
and provide sufficient services for the basic health needs of the population
commensurate with the Federal Government’s policy whereby the Enterprise
shall recover its costs.
d) The Enterprise shall ensure that the capital costs of the provision of the Services
shall be clearly identified and a mechanism developed for their financing.

15.3 Capital Works or Projects

The Enterprise shall set up long-term plans in accordance with its Water and Sewerage
Works Development Master Plan for the identification, appraisal, procurement,
construction & commissioning of a Capital Works that are financially and economically
viable which will meet the target levels of the Services for all customers, maintain and
enhance the performance of all the Enterprise’s assets and ensure availability of
sufficient water supply & sewerage services.

15.4 Sewerage Services

There is currently no sewer network in the Town. However, due to recent investments
based on a loan secured from the World Bank, sludge drying beds were constructed.

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The Enterprise established a case team to oversee the implementation of the sewerage
services. The Enterprise shall initiate the development of the Sewerage Master Plan for
the Town within the Agreement Period with a view to:

a) defining the implications of increased water supply on waste water treatment plant;
b) defining how the increased volumes of waste water shall well be managed; and
c) identifying the major sewerage projects which are to be undertaken during the
Agreement Period to cope with the expanding customer base;

15.5 Customer Service

Customer relations are cardinal to the commercial viability of the Enterprise. In this
regard:

a) The Enterprise recognizes that a key objective in reaching its goal of operational
efficiency is to enhance the level of customer service and supply quality services to
its customers. Over the Agreement Period, the Enterprise shall undertake a number
of initiatives aimed at developing a customer awareness & service culture at all
levels within the Enterprise;
b) The Enterprise shall initiate the development of a customer care strategy in
accordance with its Water Supply & Sewerage Development Master Plan designed
to achieve target levels of the Services;
c) The Enterprise shall further strengthen its ongoing activities in decentralizing its
operations especially in relation to commercial & technical operations to increase
customer satisfaction;
d) The Enterprise, based on the relevant Applicable & Governing Documents, shall
initiate a Customer Management Policy which promotes awareness and
conservation
e) The Enterprise shall update its customer data base & maintain effective service
delivery both in the formal and informal settlements.
f) The Enterprise shall establish a strategy in order to achieve levels of the Services in
accordance with existing policies for the various customer groups, and strive to
achieve these levels throughout its area of supply of the Services;
g) The Enterprise shall develop guidelines for the front line staff, empowering them
within limits to deal effectively with customer complaints;
h) The Enterprise shall complete a focused training program in quality customer service
delivery for the front line staff;

15.6 Financial Objectives

The Water Resources Management Policy of the Federal Government has set the stage
for the provision of urban water supply and sewerage services. Therefore:

a. It is accepted by the Board & the Enterprise that the achievement of a financially
viable and creditworthy utility, like the Enterprise, is the overriding objective;
b. Both the Board & the Enterprise accept that the achievement of financial

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sustainability shall depend on the implementation of a tariff that will provide
sufficient income to the Enterprise to meet its financial commitments and that the
Enterprise shall develop performance improvement programs for the efficient
collection of revenues; the monitoring & controlling of costs and the management
of all finances to optimize its financial autonomy subject to the provision of the
agreed levels of the Services to its customers;
c. The Enterprise shall undertake to enhance its capability to maintain & provide the
information requirements of the Board; the Town Administration/Council; the
Bureau; the Regional State; the Federal Government and relevant development
partners in a professional manner;

15.7 Tariff Policy

The Water Resources Management Policy and Strategy of the Federal Government
promote full cost recovery in the long run from the provision of the Services:

a) In accordance with the Federal Government’s Policy and Strategy, the level of tariffs
shall cover both the operation and financial costs for the provision of the Services &
shall provide a return on the assets employed in the business;

d) the Enterprise’s costs shall be limited to those which are necessary to deliver an
acceptable level of the Services to its customers in an efficient and effective manner;
e) In the long term the level of such tariffs must be sufficient to provide for the
rehabilitation, the ongoing maintenance and eventual replacement of ageing assets
and to provide a self-financing component for future investments;

15.8 Human Resources Management

a) The Enterprise’s objectives in the area of human resource management are to identify &
remove barriers with a view to achieve improved productivity; to reduce any overall staff
size to levels which can be justified by the business operation of the Enterprise, to recruit
& retain skilled staff thereby developing the capability of the Enterprise;
b) The Enterprise shall undertake to develop a comprehensive Human Resources
Development Strategy which shall be initiated within the Agreement Period & upgrade
the revised organizational structure of the Enterprise, as and when appropriate.

15.9 Management Effectiveness Objectives

The Enterprise shall recognize that one of the key success factors in realizing
operational efficiency is the enhancement of organization and management
effectiveness. The Enterprise’s objectives in this regard are to implement efficient and
effective governance procedures, to define accountability, to delegate appropriate
authority, institute clear goal-setting procedures and performance appraisal, and to
enhance managerial effectiveness through appropriate training and development.

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Specifically, the Enterprise shall undertake the following initiatives:

a) Review its organizational structure;


b) Identify & implement any necessary organizational restructuring to clarify
accountabilities & to enhance management & organizational effectiveness in line with
the decentralization process;
c) Implement performance improvement programs aimed at operationalsing the long-term
plans and providing impetus for change management;
d) Design and implement a performance appraisal scheme for the Management Team in
consultation with & approval of the Board;
e) Identify fast-track promising functional managers to head-up key strategy development
or change management teams;
f) Put in place the necessary management information system to improve organizational
and managerial effectiveness;

15.10 Strategic Planning Process

Both the Board & the Enterprise recognize that the Strategic Plan process form an
integral part of the Agreement.

It is therefore necessary that the Agreement & the Strategic Plan are harmonized and re-
enforce each other.

16 General Obligations of the Board

The Board shall carry out its mandate & obligations hereunder in accordance with the
Regional State Proclamation No. 40/2002 & 71/2004 in particular and the Applicable &
Governing Documents in general.

17 Financing Obligation of the Board

17.1 If investments are related to settlements in low income areas, the Board shall
exert all efforts within its mandate to assist the Enterprise in the sourcing and
acquisition of the required funds.
17.2 Funding for major investments in the Works shall be sourced from the
Federal Government & the Regional State, and Development Partners with some
contribution from the Enterprise & the Town Administration where feasible. In this
regard, the Board and the Enterprise shall endeavor to source funds to cater for
these investments.
17.3 For all the new areas of the Town, the Board and the Enterprise shall
undertake an investment needs assessment to come up with a realistic investment
& financing plan with a view to improve the Services within these new residential
areas. The financing plan shall clearly show the contribution (subsidy) from the
Town Administration and the Regional State, and the use of the Enterprise’s
internally generated financial resources as needed.

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18 Deliverables

18.1 It is hereby agreed that the Deliverables under the Agreement shall be the
achievement of set performance targets by the Enterprise as agreed between the
Board & the Enterprise. These will take the form of key Performance Indicators as
given in a score card as detailed under Appendix I hereof.
18.2 Without prejudice to Clause 4.1 hereof, the Enterprise shall be solely
responsible for ensuring that the Deliverables are at all times performed in
accordance with:

a) the Applicable & Governing Documents;


b) the Strategic Plan of the Enterprise;
c) the Enterprise’s obligations under the Agreement; and
d) good industry practice, if any;

Part III: Final Part of the Agreement


19 Assistance & Co-operation

Both the Board & the Enterprise shall undertake to assist & to co-operate with the
other in order to facilitate the performance of the Agreement and in particular:

a) shall use their reasonable endeavors to avoid unnecessary complaints against the
other;
b) the Board shall assist the Enterprise in performing its obligations hereunder, so far
as is reasonably practicable;

20 Constructive Discussions

For better & effective implementation of the Agreement & feasible achievement of the
Performance Targets agreed hereunder by the Enterprise, the Board & the Enterprise shall
undertake, at any time of the Agreement Period, constructive discussions based on results
achieved & any challenges faced. At the end of such discussions, the Board shall, however,
decide or direct the way forward, accordingly.

21 Amendment of the Agreement

The Agreement may, at any time, be amended, in writing, between the Board & the
Enterprise signed by the duly authorized representatives of the Board & of the
Enterprise.

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22 Distribution of Copy of the Agreement

22.1 The copy of the Agreement shall be deposited in the office of the Board, the
Enterprise the Bureau and the Town Administration.
22.2 The same copy shall also be provided to the Management Team & the labor
Union of the Enterprise.
22.3 The provision of the copy of the Agreement to other parties, where
necessary, shall hereby also be given to the General Manager.

23 Effective Date & Duration of the Agreement

23.1 This Agreement shall enter in to force & take effect on and from the_______
day of May 2013.
23.2 The Agreement shall continue to be operative for a period of three (3) years,
for the Agreement Period or until it is mutually terminated in accordance with the
provisions of the Agreement or any other Applicable & Governing Documents.

IN WITNESS HEREOF, the Board & the Enterprise hereby have executed this Performance
Agreement by their duly authorized representatives, on the date mentioned hereinabove.

For & On Behalf of the Board:

_________________________ ____________ _____________

Chairperson of the Board,

For & on Behalf of the Enterprise:

____________________________ _____________ _____________

General Manager of the Enterprise

Witnesses
In the Presence of:

Name: Signature: Date:

1. ________________________ ________________ ______________


2. _________________________ ________________ ______________

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Appendix I
The Enterprise’s Performance Indicators & Targets (2013 – 2016)

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Performance Indicators
The Enterprise is hereby committed to a continuous process of performance improvement that can be objectively
measured and compared to other similar utilities. Below there is a list of Enterprise-wide indicators that will be measured
every year and will be compared to the progress defined in each year of the Agreement Period. These performance
indicators can be increased and enhanced depending on new data obtained by information systems implemented within
the Enterprise.

2012
201
Unit Baseli 2014 2015 2016 2017
3
ne

EQUITABLE SERVICE

1. Population served with access to water supply % 73 76 80 83 87 90

2. Population with household connection % 24 27 29 31 33 36

3. Operating cost coverage ratio (op. rev/op. exp.) % 129 150 150+ 150+ 150+ 150+
+

4. Water consumption L/p/d 22 36 37 37 38 39

EFFICIENT SERVICE

5. Ratio of staff per thousand water connections % 9.6 9.2 8.6 8.2 7.8 7.4

6. Revenue/Bill collection efficiency % 88 90 92 94 96 98

7. Staff with vocational qualification or above % 20 26 32 38 44 50

8. Unaccounted for Water (w. delivered- w. billed)/w. % 30*


29 28 27 26 25
delivered)

9. Energy efficiency (kWh / water delivered) Ratio NA TBD TBD TBD TBD TBD

SUSTAINABLE SERVICE

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10. Pipe extension executed Km 6 21 21 22 23 25

11. No. of pipe breaks (per year/per km) Ratio 56 60 64 70 73 78

12. No of water samples testing with negative coli forms % 85


87 89 91 93 95
against total

13. Training Program (training hours/employee) Ratio NA 5 7 7 10 10

* Estimate due to the lack of measured data mainly due to the absence of bulk flow meters

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Appendix II
Incentive System of the Enterprise & Fundamental Principles
No Performance Indicators & Targets Percentage Allocation
I Equitable Service 34%
1. Population served with access to water supply 8.5 %
2. Population with household connection 8.5 %
3. Operating cost coverage ratio (op. rev/op. exp.) 8.5 %
4. Water consumption 8.5 %
II Efficient Service 33%
5. Ratio of staff per thousand water connections 6.6%
6. Revenue/Bill collection efficiency 6.6%
7. Staff with vocational qualification or above 6.6%
8. Unaccounted for Water (w. delivered- w. billed)/w. 6.6%
delivered)
9. Energy efficiency (kWh / water delivered) 6.6%
III Sustainable Service 33%
10. Pipe extension executed 8.25%
11. No. of pipe breaks (per year/per km) 8.25%
12. No of water samples testing with negative coli forms 8.25%
against total
13. Training Program (training hours/employee) 8.25%
Total 100%

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Incentive System &Fundamental Implementation Principles

1. If the Enterprise achieves annually within the Agreement Period 90% and more, the

Board shall consider to provide incentive; The incentive shall be provided, as follows;

a) From 90% up to 95% as per the pay scale of the Enterprise one step salary

increment;

b) from 95% above one step salary increment & one month salary bonus;

2. If the Enterprise achieves annually within the Agreement Period 80% up to 89.99%, the

Board may not consider to provide any incentive;

3. If the Enterprise achieves annually within the Agreement Period less than 80% , the

Board, by taking in to account the actual level of such less performance, shall consider

to take penalty measure; The penalty measure may take the following forms against the

Management Team member who has achieved such less performance; reduction of

salary for a certain period of time; demotion from his/her management status for a

certain period of time; or dismissal;

4. The Board shall ensure that the required business unit, manpower, system, facility

and budget is in place for the purpose of centrally documenting (based on such

respective records & reports) of the performance of the PA by the respective business

units of the Enterprise, which becomes the basis for verification by the Board or its

technical auditor of the performance of the PA by the Enterprise; the General Manager

of the Enterprise shall be responsible for ensuring the quality & validity of such

information generated by the Enterprise;

5. The Board may issue detail Directives for the proper implementation of such principles;

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Appendix III
The Investment Program of the
Enterprise

Projected
Other Projects Total
FY 2013 FY 2014 FY 2015 FY 2016 FY 2017
Draft CIP for water expansion 32,550 - 15,249 7,909 4,331 5,061
New headquarters construction & furnishings 19,296 2,000 6,000 11,296 - -
Service Connection Expansion 10,800 800 1,500 1,500 3,500 3,500
Outsourcing information technology (IT) services 2,600 1,000 600 400 300 300
Energy management program 2,250 650 1,050 550 - -
Branding program 550 400 150 - - -
Public fountains 4,590 4,590 - - - -
Mini-SCADA system (bulk water meters) 9,740 540 6,400 1,800 500 500
Preventive/corrective maintenance (Asset Mgt.) 1,070 270 500 100 100 100
Customer complaint center 1,700 800 600 100 100 100
Meter reading improvements & replacement of meters 5,700 1,300 1,100 1,100 1,100 1,100
Large clients strategy 380 380 - - - -
Branch building improvements 4,550 1,650 1,450 1,450 - -
Water master plan & hydraulic model 5,700 - 2,900 2,800 - -
Wastewater & environmental protection plan 4,500 - 2,300 2,200 - -
Implementation of new organization structure 500 250 250 - - -
Training strategy 2,050 450 400 400 400 400
Performance monitoring system (2) - - - - - -
Full implementation of accounting system (1) 460 210 - 250 -
Develop accounting manual (1) - - - - - -
Audited annual financial statements and annual report 820 275 195 175 175
Total 109,806 15,290 40,724 32,050 10,506 11,236

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