giz$apwo$ministry/of/water/and/environment/ · 2014. 7. 28. · reportnrw6ugandasept.12 &...

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GIZ-‐APWO-‐MINISTRY OF WATER AND ENVIRONMENT

REPORT ON 6th WAVE PLUS TRAINING COURSE ON NON-‐REVENUE WATER FOR STAFF OF THE PRIVATE WATER

UTILITIES IN UGANDA.

Held at ESELLA COUNTRY HOME, NAJERA

9TH-‐14TH SEPTEMBER, 2012.

Report NRW 6 Uganda Sept. 12 Page 1

CONTENTS

Contents CONTENTS ............................................................................................................................... 1 I. INTRODUCTION ............................................................................................................. 3 1. DAY 1 ................................................................................................................................ 4

OFFICIAL OPENING ....................................................................................................... 5 Opening Remarks: (WAVE/APWO) ................................................................................. 5 Session: Self Introductions and Levelling of Expectations: J. Epitu and J. Kamara ........ 6 Course Objectives: Joseph Epitu and Julia Kamara .......................................................... 7 WAVE Plus New Concepts and emphases ........................................................................ 8 Introduction to Web based WAVE Training and Networking tools .................................. 9 Session: The Water Sector in Uganda. .............................................................................. 9 Session: The Hydrological Cycle. .................................................................................... 10 Session: The Concept of Integrated Water Resources Management (IWRM). ............... 12 Session: The Concept of NRW. ....................................................................................... 13 Day 1 Evaluation and Wrap Up: Julia ............................................................................. 13

2. DAY 2: THEME: INTERNALISING NRW ................................................................... 15 Session: Check in/Recap of day 1 .................................................................................... 15 Session: The Components of Water Balance. .................................................................. 16 Session: Physical Losses and their Causes: By Dr. D. Byamukama and Dr. H. Mutikanga. ....................................................................................................................... 17 Session: Quantifying Physical Losses ............................................................................. 20 Session: Managing Physical Losses: Dr. Mutikanga and Dr. Byamukama. .................... 22 Session: The Zoning Strategy by Dr. H. Mutikanga and Dr. D. Byamukama. ................ 23 Session – Wrap up of day 2: by Ronald and Julia. .......................................................... 23

3. DAY 3 THEME: MANAGING COMMERCIAL AND PHYSICAL LOSSES ............. 24 Session: Understanding and Managing Commercial Losses by Dr Mutikanga. ............. 24 Session: The Business Planning Tool, Performance Indicators and supervision arrangements by the Ministry by Mr. R. Nyakana and Mr M. Mwesigwa. ..................... 26 Session: Leadership, Team building and Communication Skills by J. Epitu and J. Kamara. ............................................................................................................................ 27 Session: Expectations from the field by J. Kamara and R. Nabaloga. ............................. 28

4. DAY 4 THEME: EXPERIENCING NRW (MPIGI/NWSC) ............................................ 2 5. DAY 5: THEME: ACTION PLANNING ......................................................................... 3

Recap of the previous day .................................................................................................. 4 Session: Revisiting of unclear concepts presented during the course by J. Epitu ............. 4 Session: Developing individual Action Plans by Vincent and Moses. .............................. 5 GUIDELINES FOR THE PREPARATION OF ACTION PLANS .................................. 5 Session: Corse Evaluation by Julia Kamara. ..................................................................... 6


Action Plans: ...................................................................................................................... 7


I. INTRODUCTION This report is a summary of the proceedings, processes and procedures during the implementation of the 6th Non-Revenue Water (NRW) training course organized by the Association of Private Water Operators (APWO) in partnership with the Ministry of Water and Environment (MWE), , and the German International Cooperation (GIZ). The main aim of the training course was to equip the participants with knowledge and skills to enable them improve on their performance in the management and operations of water supply schemes with special emphasis on NRW reduction. The participants comprised of private water operator staff that are managing water systems in the gazetted small towns of Uganda. The report has been prepared following the framework of the training programme. It therefore gives a description of the content, tools and methodologies used in the training by the facilitators. Reference should be made to the provided training material for a detailed understanding of the report. The mandate of the facilitators was to:

• Plan and implement a 5-day training course on NRW • Organize a field tour for participants to expose them to aspects of NRW in real work

environment and • Provide training materials as necessary.

The course participants were basically introduced to:

• WAVE – Plus New Concepts and emphases; • The Web based WAVE training and networking tools; • The basics of Water Management and Governance in Uganda; • The Concept of NRW; • Managing water losses; • Experience of the elements of NRW in the field and; • Development of implementable individual action plans for reduction of NRW in their

schemes. The training took place between the 9th and 14th of September 2012, at the Esella Country Hotel in Najera. There are a number of lessons from the course. These lessons were derived from the Daily Course Evaluations by the participants and the Daily Evaluations from the Facilitators’ meeting at the end of each day to review the day’s proceedings and planning for the following day. The group of participants included participants who are not involved in NRW issues in their work stations and therefore the recommendation that in future participant selection focus should be more on those involved in NRW issues in their work stations. The Participatory Adult Learning Approach (PALA) should be emphasized more to enable all participants understand the course concepts and relate them to their work environment. It was also noted that the involvement of an external resource person with wide practical knowledge in NRW management, both locally and internationally, increased and enriched the course content and may lead to a review of some sessions in the training manual, especially in the areas of Estimation of Physical and Commercial water losses.


A summary of the recommendations is available in the Coach’s Course Report.

1. DAY 1 DAY 1: PROGRAMME Time Session content Facilitator

Day 1: Monday 10th Sept.

08.00 Registration Carol

09.00 • Welcome remarks (WAVE/APWO) • Introductions • Objectives and Expectations

Joseph Epitu/Julia Kamara

09.30 • WAVE+ New concepts and emphases • Introduction Web based WAVE

training and networking tools

Steven Mukiibi Rosemary Nakagwa

10.45 Tea/Coffee Break Julia /carol

11.00 The Water Sector in Uganda Dr. Denis Byamukama/ Ronald Nyakana

12.00 The hydrological cycle Dr. Denis Byamukama Ronald Nyakana

13.00 Lunch Julia /Carol

14.00 The concept of integrated water resource management (IWRM)

Dr. Denis Byamukama Ronald Nyakana

15.00 The Concept of NRW Ronald Nyakana /Dr. Denis Byamukama

16.30 Tea/Coffee Break Carol /Julia

17.00 Reflection + Wrap of day 1 & evaluation Julia /Ronald Floor Manager: Julia


OFFICIAL OPENING

Opening Remarks: (WAVE/APWO) Official opening remarks were made by Mr. Joseph Epitu (principal Training Officer/WAVE Focal Point) on behalf of the Ministry and the WAVE Pool and by Mr. Moses Mwesigwa (Secretary General of APWO) on behalf of APWO. In his brief opening remarks Mr. Joseph Epitu welcomed the facilitators and participants to the 5-day training programme on NRW organized under the auspices of the WAVE-plus programme, APWO and MWE. He thanked APWO for the logistical arrangements and efforts to ensure that all participants had arrived at the training venue in time and had also received the training materials well in advance. He also thanked the WAVE Pool members for having attended the preparatory meetings to ensure that the training started in time.

OFFICIAL OPENING BY MR. JOSEPH EPITU. In his remarks, Moses thanked the WAVE-Plus Focal Point person, the WAVE team members, all stakeholders and representatives from the Ministry of Water and Environment for participating in the training. He defined APWO as an umbrella organization of Private Water Operators in Uganda whose vision is “To be the most competent advocate of private water operators for effective service delivery in the water and sanitation sector in Africa”. He further stated that the organization has about 20 members who cover over 90% of the gazetted small towns water supply systems. He noted that while the organization has grown over the years, it is still faced with challenges like lack of a strong database of actual facts and figures that can be updated regularly. He was however happy that a lot of staff members have been trained thus demonstrating improved customer care, reduction of NRW in their areas of operation. He therefore


acknowledged that the programme had impacted positively on capacity building through training. Moses finally recommended that the capacity building and training should also target Directors, end users/customers and Water Boards in order to make the implementation of Action Plans more effective. He appreciated the support of the WAVEplus programme/GIZ and wished members a fruitful training.

Session: Self Introductions and Levelling of Expectations: J. Epitu and J. Kamara The facilitator Ms. Julia Kamara asked the participants to make brief self-introductions of in the plenary. She then circulated small paper cuttings with 5 country names of Burundi, Rwanda, Tanzania, Kenya and Uganda and asked each participant to pick one piece. After this she asked those with the same country cutting to form one group coming with five groups as outlined below: BURUNDI GROUP

RWANDA GROUP

TANZANIA GROUP

KENYA GROUP

UGANDA GROUP

1. Agaba Reuben

2. Wanyama Simon

3. Nasiye Justine

4. Etiang Joseph

5. Mbabazi Pady

6. Charles Ssennyondo

1. Mugweri Ismail

2. Okello Panywar

3. Bwambale Nelson

4. Kwihangana Arsen

5. Kayayera Bernad

6. Banabere Nason

1. Suzan Bako 2. Ojera

Francis 3. Lamech

Mangeni 4. Namusoke

Olivia 5. Mayende

Wejuli P. 6. Kasubu

Esther

1. Nakato Georginah

2. Atugonza Joy

3. Onen Samuel

4. Ssebunya Lawrence

5. Neretse Bruce

6. Mugabe Godfrey

1. Kyombo Alex 2. Richard

Kalende 3. Muhoozi

Aggrey 4. Pie Gold 5. Wambale

Fabiano 6. Namulinda

Juliana

The facilitator asked each country group to elect a Chairperson/President. She gave time for each Chairperson to collect information about group members and then asked him/her to introduce the group members to the plenary. Using Meta-plan Cards, the facilitator asked participants to write on one of the cards their Expectations from and on the other card, their Fears in and during the course. Below is a summary of the Expectations and Fears that were generated.

EXPECTATIONS FEARS Ø To acquire skills on how to reduce NRW in the

area of operation Ø A certificate after the training Ø To know each other Ø To understand how NRW percentage can be

reduced Ø Techniques of reducing water losses Ø To know how NRW can be reduced in the system

Ø What means can be used to reduce on illegal

connections in our areas of operation Ø Period given to use might not be enough Ø Less transport that I spent on the way Ø That 5 days are not enough for this course Ø I am not scared and no fear Ø How to handle the clients who do not pay the


Ø Learn new ways to stop NRW Ø Transport refund Ø To get trained in NRW and how to control it Ø To find the solutions to the problems that I face

while in the field especially on NRW Ø Ways to reducing NRW Ø Minimize water losses since water is a vital

resource to the nation and gain more knowledge Ø Learn how to reduce NRW in my town Ø Good transport to and fro Ø How NRW can be reduced to 0% to the

developing countries Ø To get more skills on how I can reduce on my

NRW through sharing with other companies Ø Enriching/acquiring more skills/capabilities on

NRW reduction Ø To keep water safe for consumption Ø Workshop package of 250,000/= Ø Learn how to draw an action plan Ø Acquire skills and management of NRW and make

new friends Ø How to stop NRW Ø To know how to reduce water losses Ø Gain more and get skills to train others

revenue in time and when they can easily connect themselves after re-connection

Ø Shall we be able to have certificate by the end of this training

Ø None Ø Continued default of payments by water

consumers Ø How we should implement NRW Ø Is there a way MWE can intervene on causes of

NRW for big systems i.e on transmission mains, faulty bulk meters

Ø Security of the area Ø I fear to contract Ebola since we are coming from

different parts of Uganda Ø We may not finish the course in only five days Ø No fear from Amazing Enterprises Ltd Ø How are we going to solve this problem of NRW Ø How to go through Ø What is a performance indicator? Does APWO

give study sponsorships? Ø Shall we receive the certificate on time Ø Competitions from other companies Ø How to increase number of connections Ø About the concept authorities/the stake holders.

The facilitator shared out these expectations and fears in the plenary and promised participants that the expectations would be revisited for evaluation on a daily basis and at the end of the five days training by both facilitators and participants to find out the extent to which they were attained to gauge the effectiveness of the training. After this the participants set the Group Norms and elected the Group Chairperson and Time Keeper respectively.

Course Objectives: Joseph Epitu and Julia Kamara Mr. Joseph Epitu wrapped up the session by assuring the participants that the facilitators were going to ensure that they meet the expectations but emphasised it to the participants that the training approach was very participatory and interactive which required the participants’ active involvement in learning with and from each other building on their previous experiences. In addition, he informed participants that the course was action oriented and that at the end of the training each participant was expected to come up with an Action Plan and that Certificates would only be given to those who completed their Action Plans and implemented their Action Plans after verification during the follow up by the organisers of the training 3 months after the training. Mr. Epitu visualised the Course objectives on Flip Chart and took the participants through them in the plenary as follows: At the end the end of the training participants would be able to: • Understand the linkages between NRW and the need for overall efficient water use.


• Demonstrate understanding of the concept of NRW and its components and explain the components of NRW.

• Understand the water balance and its application in water supply management. • Understand sources of commercial and physical losses, share experiences from their

water supply areas and analyse implications to their business. • Identify the measures to manage losses. • Use various management tools to organize their efforts to reduce NRW. • Develop specific plans for reduction of NRW in their operational areas.

Mr. Joseph Epitu Summarizing the Course Objectives and Levelling the Participants’ Expectations.

WAVE Plus New Concepts and emphases This session was delivered by Mr. Steven Mukiibi. He informed participants that WAVE is a German acronym for “Water Supply and Sanitation” and is a capacity building programme for water service providers in urban and peri-urban areas that was initiated in 2007 in Kenya, Uganda, Tanzania and Zambia is supported by GIZ. He outlined the programme objective as “strengthening the professional and organisational capacities of selected water service providers, associations and institutions to deliver their services in a more efficient and effective manner” focusing on water supply and sanitation in urban and peri-urban areas, human capacity development measures like training, dialogue and networking in the above countries and including Southern Sudan in the new phase. After 3 years, the programme was evaluated and because of its positive results it was extended into WAVE plus to be implemented from 2011 to 2014. He then outlined the WAVE plus components and their indicators. He pointed out that WAVEplus programme focuses on impacts as opposed to outputs. He also explained that WAVE strategies have been changing and there will be greater emphasis


on Broad Action Planning and In house training in order to enhance impact both at the WSP level and with the beneficiaries.

Introduction to Web based WAVE Training and Networking tools This session was facilitated by Ms. Rosemary Nakaggwa who informed participants that although the present day method of learning is mainly face to face learning, there are also other forms of how training can be delivered She then defined E-Learning as a method of learning that uses internet as a model of exchange between the tutor and the participants. She asked participants to give examples and advantages and benefits of the E-Learning approach. The responses from the group included among others: Cheap and low cost, Free, Convenient, allows Studying and working at the same time and allows international exposure and exploration while at home. She solicited for challenges of E-Learning from the group which came up with: Low skills and knowledge of Computers, slow internet, and interruptions during connection and one must have the time and commitment. She then demonstrated how one could access the different courses at Global Campus 21 and informed participants that one needed to have access to a computer, must have a User Name and Password. However the demonstration was cut short because the computer the facilitator was using did not have the Mozilla Fire Fox Programme to allow connection to the GC 21Campus at the time. She advised all with interest in the E-Learning approach to contact her at any convenient time to get further information. She gave her contact as: [email protected].

Session: The Water Sector in Uganda. This session was facilitated by Dr. Denis Byamukama. He started the session with a group exercise asking the participants to think about the Water Sector in Uganda and identify all the stakeholders who could be individuals, organisations, institutions or even companies that play a role in the management and use of water. He gave out cards and asked each group to write one stakeholder that they saw playing a role on one card. The groups presented their results which showed that they understood the structure of the water sector in Uganda in as far as it related to the supply of water from the Ministry, DWD, Urban Water, Water Authorities, WSSB, Private Water Operators to the final Customer/Consumer. No group recognized the other key stake holders such as the Directorate of Environment, the Directorate of Water Resources Management, and Water for Production and NWSC.


Participants’ Presentation on Water Sector Structure in Uganda.

The facilitator, building on the participants’ knowledge of the Structure of the Water Sector in Uganda, in a min-lecture elaborated the different roles of the Directorate of Water Resources Management, Directorate of Environment Affairs and DWD. He outlined the Urban Water Subsector Reform Strategy and how the Private Water Operators contribute feed into the Strategy objectives, and how roles and functions are separated within the Structure, the Contractual Framework within the Structure down to the Private Operator and the Water Authorities in addition to the Urban Water Regulation – Principal Laws. He ended the session by clearly indicating the different stakeholders and the position and roles of the Private Operators in the structure.

Session: The Hydrological Cycle. This session was facilitated by Dr. Denis Byamukama. He started the session by asking participants what their understanding of the hydrological cycle was. The responses included:

• Continuous flow of water • Stages of water formation • Main sources where water is generated • How water resources were formed • Cycle of events leading to water formation.


Building on the participants’ responses, the facilitator introduced the Global Water Budget to demonstrate how scarce the water resource available for human consumption was.

The Global Water Budget

The facilitator wrapped up the session by demonstrating to the participants the Hydrological Cycle and showing how the different water sources relate to each other to secure the environment.

4

Hydrological cycle: Basic Knowledge of the Cycle

The outcomes included:

• Reduction in cutting down trees • Reduce overgrazing of land • Reduce bush burning and use appropriate farming methods • Encourage tree planting


• Protect catchment areas • Preservation of swamps • Avoid discharge of waste into water sources.

Session: The Concept of Integrated Water Resources Management (IWRM). Dr. Byamukama facilitated this session. After introducing the session objectives he asked the participants the meaning of “integration” and participants came up with the answer as “bringing together so many things”. He asked the participants to reflect back on the different stakeholders that were identified earlier and on the organogram that he had presented to assess how the different stakeholders could be brought to act together. He reiterated that interdependence meant that no stakeholder was acting alone in the water cycle as the actions of one either by quantity or quality affect the other users. He mentioned other users such as fish, reptiles, crocodiles, plants and even other organisms that are given a bigger importance in IWRM. He visualised the interrelationship by explaining in detail the following diagram:

1

Fishing

Ocean

River Basin Boundary

Irrigation

Navigation

A Typical River Basin/Catchment…a basic unit for Water Management & Planning

There is a need to share information and integratethe activities of multiple actors!

IndustryUrban WSS

Stakeholders / Actors

Agriculture

Irrigation

Rural Water Supply

Urban Water Supply

Power

Livestock

Industry

Environment

Fisheries

Transport

Tourism

Groundwater

Surface Water

Reservoir

Recreation

Hydropower

Forest

Ocean Development / CZM

Rainfed Agr

Livestock

Rural WSS

Irrigation

Groundwater

Infiltration / Recharge

Base Flow / Pumping

Groundwater Inflow

Groundwater Outflow

Runoff

Return Flow

Community Use

Wetlands / Environment

Trans-‐boundary Waters -‐ IRBO

Forest

He used the diagram to explain why IWRM was important to secure water for people, water for food production, protecting vital ecosystems e.g. fisheries and on other members within the food chain.


He ended the session by out lining the challenges of IWRM such as the need to generate, share information and integrate the activities of multiple actors as each actor’s activities have positive and negative effects on the others in the water basin.

Session: The Concept of NRW. Mr. Ronald Nyakana facilitated the session. It being an afternoon with the participants looking tired, he started the session with an energiser. He asked participants to stand up and told them that the one who managed to make a word out of Eleven sticks would be allowed to sit down. “I I I I I I I I I I I”. After several trials from different participants all of whom failed, he gave the solution to the puzzle as “NINE”. The facilitator then introduced the subject matter by putting across to the participants two questions:

• What do you understand by NRW?

• NRW = UfW. True or False? Explain After gathering the group responses the facilitator summarized their responses and gave the definition of NRW as: “The water which a water utility produces or purchases in bulk and distributes to its customers for which it generates no income”. NRW represents inefficiency in water delivery and measurement operations. After the definition the facilitator asked the participants in their groups to answer the following question:

• Has the level of NRW impacted on the operations in your systems? If so, how?

Day 1 Evaluation and Wrap Up: Julia This session was about reflecting on the day’s proceedings and assessment of the day’s processes. The facilitator asked participants to reflect on the day’s sessions/lessons and also think about what they would take home with them. She asked them to note down whatever they saw as relevant to their WSS for the final preparation of their Action Plans. Each of the groups was then asked to record what went well; what didn’t go well and what content in the presentations was not understood during the days’ sessions. The evaluation outcomes were then presented the following day.


End of day facilitators’ meeting with lead trainer and coach.

Check in session by Julia and Ronald

CHECK IN SESSION BY JULIA AND RONALD

CHECK IN SESSION BY JULIA AND RONALD


2. DAY 2: THEME: INTERNALISING NRW

Day 2 Time Session content Facilitator

Day 2 Tuesday

11th Sept

08.30 Check in/Recap of day 1 Steven /Julia

09.00 The components of Water Balance. Steven Mukiibi

Dr. Denis Byamukama

10.30 Tea/Coffee Break Carol / Julia

11.00 Physical losses and their causes. Dr. Denis Byamukama/ Dr. H. Mutikanga (NWSC)

13.00 Lunch Carol / Julia

14.00 Quantifying physical losses Dr. H. Mutikanga (NWSC) / Dr. Denis Byamukama

15.30 Managing Physical losses Dr. H. Mutikanga (NWSC) / Dr. Denis Byamukama


16.30 Managing Physical losses (Zoning and other strategies)

Dr. H. Mutikanga (NWSC) / Dr. Denis Byamukama

17.30 Wrap up of day 3 & evaluation Ronald Nyakana/ Julia Kamara

Floor manager: Vincent

Session: Check in/Recap of day 1 In this the session, the facilitators got feedback from the participants about how they were feeling on the second day of the training. Each mentioned how they were feeling. The feelings were positive and all participants were ready for the day’s sessions. The facilitator explained to the participants the importance of this session. It was to allow a mental catharsis that allowed participants to express their feelings and offer an opportunity to the facilitators and the whole group to get the general feelings of each other to ensure smooth interaction within the group. After this the evaluation of the previous day was carried out by the group that had been formed the previous day. One member made a presentation of the summary of the evaluation that had been done by the individual participants the previous day. The evaluation was done by giving a summary to the questions: What went well; What did not go well; Area of content that needed more explanation. Each individual had been given cards to answer those questions which the group (Burundi) summarized and presented. The facilitator, Julia responded to the evaluation and gave feedback to array participants’ fears and expectations.


The trainers having noted a noisy and disruptive group the previous day decided to shuffle the groups as had been agreed upon in the trainers’ meeting that sat after the training. New groups were formed to enhance interaction and peer learning.

Session: The Components of Water Balance. The facilitator Mr. Steven Mukiibi introduced the concept of the Water Balance. He asked the participants to mention how they determine their non-revenue water and there were a number of responses among which included:

• The difference between the amount produced and supplied • The difference between the amount produced and that billed • The difference between the water that reaches the reservoir and that sold.

He asked participants in their groups to:

• Choose one Company. • Let the Company be the reference point and tell its NRW level. • Let the Company representative explain where the water in NRW goes.

After the group presentations the facilitator Steven showed the participants a Water Balance showing the various components. He explained the reasons for the need for a Water Balance. He showed the participants a slide showing the water balance and asked the participants to mention some of the components which they did exhibiting their understanding of the Water Balance.

The Water Balance.

He explained that the Water Balance is a tool that helps managers to understand where the water goes.


After the explanation, he emphasised the difference between Non-Revenue Water and Un Accounted for Water (UAfW), saying that the latter was a lazy term encouraging laziness in the management of the water systems as there is no water produced that cannot be traced. He emphasized that understanding the Water Balance will help in the reduction of non-revenue water as it is a measure of credibility. He showed the World Bank software of the Water Balance and stressed the fact that it requires serious collection and keeping of data. He therefore reminded the participants of the need and importance of capturing data in the operations of their systems. He ended the session by emphasising the fact that the next facilitators will present building on the water balance concept because it is the basis for managing non-revenue water.

Session: Physical Losses and their Causes: By Dr. D. Byamukama and Dr. H. Mutikanga. Dr. Byamukama opened the session by introducing Dr. Harrison Mutikanga who works with the National Water And Sewerage Corporation as an expert in water loss reduction. The two facilitators then showed a video clip from the United Nations University – UNW-DPC showing physical losses in different water utilities and different individuals talking about water losses in their own countries and how the losses are a challenge and their different management strategies.

Participants watching the Video Clip on NRW among Cities of the World.


After the video clip, the facilitator asked the participants to highlight the lessons from the video. Below were some of the responses:

• The problems viewed and even talked about were similar to what they experience back at their stations.

• Timely response to leakages in important. • Impact of non-revenue water. • Causes of water losses which included among others aging systems. • Poor house connections. • Somebody mentioned in the video when talking about losses, one does not only

talk about the physical losses but the financial loss as well. • Eighteen billion dollars lost due to water losses. • In the video there was need for sharing of information and of knowledge and

methodologies of NRW reduction. • The issue of metering and how it is associated with water losses.

Later he requested one of the participants draw a typical water supply system and three of the participants drew their systems since they came from systems that vary - that is to say Surface Water, Ground Water and Gravity Flow schemes. With the participants, the parts of the systems drawn were categorised to help the participants to identify with what had been drawn. Another exercise was given where the participants were required to write one type of loss from the systems they came from. The types of losses identified were placed under the various categories under which they fell.


A discussion on the type of losses followed and later Dr. Harrison clarified on the various lines on the system and he asked to know where most of the losses occurred according to the participants. Although the participants mentioned that the losses occurred on the distribution lines, Harrison mentioned that the losses in Kampala Water mainly happening on service lines. The lines were explained and demonstrated:

• Transmission Line • Distribution Line • Service Line and • Communication Line

Demonstration of Losses on the different water distribution Lines.

Dr. Mutikanga made more clarifications on the difference between a leak and a burst where he explained that any flow greater than 0.25 cubic meters per minute was considered to be a


burst whereas anything less is considered a leak. Causes of physical losses were further discussed and Dr. Denis cautioned the participants against failure to meet the needs of the people which may lead to losses citing the case of cattle keepers that drilled a transmission line because the service providers had failed to supply them with water. In addition to the mentioned causes, Dr. Harrison emphasised that pressure was responsible for most of the losses and reduction of this would result in a reduction of NRW. Dr. Denis highlighted the need for a system map to enable a quick response to leaks and bursts since then one would be aware of the materials required once a leak or burst is reported. Questions that arose at the end of the session included:

• Is there a specified lifespan for materials? Harrison responded that this depends on both the material and the pressure but pipes can last between 40 to 50years.

• How many jerry cans of water are in a unit? The facilitators responded that since a unit is one cubic meter which is equivalent to one thousand litres. Therefore since standard jerry cans are 20 litres that would make it 50 jerry cans in one unit. The session ended with Denis inviting Harrison to continue with the next session that was related to the preceding.

Session: Quantifying Physical Losses Dr. Harrison started off the session with an illustration of a manager who was being asked the

following questions by the water board:

1. How much water are you losing?

2. Do you know where it is being lost?

3. How is it lost?

4. What strategies are you using to reduce on the losses?

He further showed the water balance to show which part of the balance he was handling that

is real losses thus illustrating its importance regarding the subject matter.


Introductionq The IWA Standard Water Balance Methodology

(Source: Lambert & Hirner, 2000)

9/20/2012 Harrison Mutikanga/WAVE/UGA 3

He as well emphasised the need for record keeping for without data one cannot be able to manage a water system efficiently because this data is very useful. He also expressed the need to detect underground leaks because some of the losses may not occur above the ground. He explained the different approaches to Real Loss quantification with illustrations as:

• Component based analysis

• Repair Statistics

• Leakage and Overflows

• Burst and background estimates

• Night Flow Analysis

Repair Statistics In order for one to effectively make the repair statistics the facilitator explained that one had to consider the following factors which he explained in detail A Awareness (when one came to know) B Location C Response time He mentioned the orifice formula for calculation of the leakage volume L = dA√2gA F = fixed and variable area discharge L = CdA *(2gP)0.5 = leakage volume Referring to leakage at reservoirs, he said that can be measured by using a drop test. Here one needs to close the valves and use the gauge for measuring how much the reservoir loses


Burst and background estimates • Background (undetectable) leakage – small flow rate, runs continuously • Reported leaks and bursts • Unreported leaks and bursts Night flow analysis He mentioned that estimating components of real losses is limited by some factors which he explained as follows: • Intermittent supply • Expensive equipment for flow and pressure measurements • Standard parameters may not be viable for poorly managed systems Way forward: He asked the participants to go back to their systems and: • Record data of all bursts and leaks • Establish average flow rates • Estimate average duration • Start recording network pressure He ended the session by giving an exercise to the participants to determine how much was understood. No one was able to get the answer to the calculation of the leakage flow and the facilitator by way of demonstration worked it out and they were promised to be given the excel sheet for them to be able to work it out at their own free time and back at home. He again gave an exercise where he asked the participants in their groups to calculate the NRW for two towns and judge from the figures which town was performing better than the other. Whereas four of the groups were able to calculate the NRW percentage, they failed to do the right evaluation since they were considering percentages not volumes. The fifth group failed the calculation but made the right evaluation. The facilitator, after the exercise of calculating NRW percentages remarked that NRW as a percentage is a misleading performance indicator. He emphasized that it is always better to use the volumes visa-a-vis the total number of connections.

Session: Managing Physical Losses: Dr. Mutikanga and Dr. Byamukama. Dr. Mutikanga started off the session by making the quotation that ‘if you can’t measure it, you can’t manage it’ so now that the participants had the knowledge about measuring the losses, they were in a better position to learn how to manage them. He mentioned the benefits of managing the losses as: 1. Water and energy savings 2. Reduced O&M costs 3. Deferred capital expenditure for demand related expansion 4. Improved supply reliability.


He then explained the four basic tools for managing Physical Losses ass: • Pressure management • Speed and quality of repairs • Pipeline and asset management • Active leak detection. With the advancement of technology he explained the use of online monitoring and detection which needs a lot of equipment, call centre and patrol men (walking the mains). The participants appreciated the session and said that although some of the tools he had mentioned required a lot of resources, they would be able to use those that do not require a lot of investment to start off. Dr. Denis advised them to start simple with those that they could afford in their companies.

Session: The Zoning Strategy by Dr. H. Mutikanga and Dr. D. Byamukama. Dr. Mutikanga introduced the session and said that zoning is a strategy that has been utilized in various countries and that even though it started as one for managing NRW; it is also being used for revenue collection. The strategy involves making use of meters and valves. He demonstrated a case study of Manila where they had their system zoned in different ways. He explained in detail the challenges of hydraulic zones as: • Very expensive to maintain • Water quality issues • Operational problems – boundary valves • Low network pressure

He gave a case study of NWSC where he said that although a part of their system is zoned, they make use of the leakage handling efficiency indicator because they do not have DMA in some areas. He ended the session by giving the participants an exercise about pressure reduction as a strategy for reducing leakages. He emphasized the fact that pressure reduction is a very important strategy to manage physical losses. The participants were asked if they could identify their systems with what had been taught and further if they could use the Zoning Strategy to which some responded positively.

Session – Wrap up of day 2: by Ronald and Julia. Ronald explained to the participants that although some of the concepts mentioned in the day appeared new, there are bits that identified with the systems they represented. He reminded them to reflect on the happenings of the day in order to get something that they can implement when they go home.


Participants were later asked to evaluate the day in terms of what went well, what did not go well and area of content for which they needed more explanation. For this they were given cards to write on. It was agreed that the group Uganda were to make a presentation of this the next day. They were asked to be in the training room by 8.00 o’clock the next day.

3. DAY 3 THEME: MANAGING COMMERCIAL AND PHYSICAL LOSSES

Day 3 Time Session content Facilitator:

Wednesday

12th Sept.

08.30 Check in /Recap of day 2 Steven /Ronald

09.00 Commercial losses Dr. H. Mutikanga (NWSC) / Ronald

10.00 Causes of commercial losses Dr. H. Mutikanga (NWSC) / Dr.

Denis Byamukama


11.20 Estimating commercial losses Dr. H. Mutikanga (NWSC) / Dr. Denis Byamukama

12.00 Managing Commercial losses (metering and other

strategies) Dr. H. Mutikanga (NWSC) / Dr. Denis Byamukama

13.00 Lunch Carol / Julia

14.00 The Business Planning tool, performance indicators and supervision arrangements by the Ministry.

Ronald Nyakana / Moses Mwesigwa

15.00 Leadership, Team building and Communication Skills Joseph Epitu /Julia Kamara


17.00 Preparations for the field visit Ronald Nyakana/Julia Kamara

17.30 Wrap up of day 3 & evaluation Ronald Nyakana/Julia Kamara

Floor Manager: Moses

Session: Understanding and Managing Commercial Losses by Dr Mutikanga. The facilitator started the session by outlining the format of his presentation as follows: • Definition of Commercial Losses • Components of Commercial Losses • Causes of Commercial Losses. After a question and answer plenary discussion, he gave the definition of Commercial Losses as:


Commercial losses are the non-physical losses that occur when water is successfully delivered to the customer but, for various reasons, is not measured or recorded accurately.” Making reference to the IWA Standard Water Balance he referred the participants back to the water balance and outlined three key components as:

• Unauthorised consumption (illegal use/theft) • Customer metering inaccuracies • Systematic data handling errors.

The facilitator continued to illustrate the different causes of Commercial Water Losses and in his slide presentation outlined and explained the following causes that are documented in the Diskette that was handed to the participants as part of their take home hand outs at the end of the training as:

• Customer metering inaccuracies due to:

1. Distribution system characteristics 2. Utility meter management policy

• Inappropriate metering technology • Poor Installations and Roof tanks that induce very low flows (< Q min) • Sub-metering with significant revenue losses in low pressure areas • Poor O & M practices leading to meter blockage and failure • Meter Ageing • Unauthorised Consumption (illegal use/theft):which he illustrated was caused by:

→ High tariffs → Perception that water should be free → Poverty → Desire to maximise business profits → Kleptomania.

• Meter Bypass • Meter tampering • Illegal Connections emphasizing to the participants that “Managing illegal use of

water is a permanent battle”.

He referred the participants to his publication for further reference: Mutikanga et al. (2011). “Investigating Water Meter Performance in Developing Countries: A Case Study of Kampala, Uganda.” Water SA, 37(4), 567-574.

He further carried the participants through an exercise to estimate commercial losses in a water supply system. He demonstrated the system and approach to CL calculation as follows:


He concluded the session by informing the participants that:

• Commercial losses should be less than 7% of NRW • Combating commercial losses requires little financial resources, but management

commitment, political will, community support and incentives • Initiate NRW programs with commercial loss reduction; it’s the easier part and brings

immediate payback.

Session: The Business Planning Tool, Performance Indicators and supervision arrangements by the Ministry by Mr. R. Nyakana and Mr M. Mwesigwa. Mr. Mwesigwa introduced the session by defining the Business Planning Tool as that which helps to keep private operators in check and helps the water authorities to come up with feasible tariffs. He then took the participants through the structure of the various sheets of the BP tool starting from the OPEX sheet where they are required to feed in the figures of operation for the base year, Repair and Maintenance sheet; the Targets, O and M, Water Quality, etc. He explained the Contractual Framework between the Ministry and the Authority, (Performance Contract), the Private Operator and the Water Authority , (Management Contract), and the Memorandum of Understanding which comes in place with systems that traverse boarders. He explained the increasing effect of NRW on the tariff and how it affected consumers by paying more for water consumed.


He carried participants through an exercise to identify indicators that related directly to NRW in the BP tool and summarised the session by making a clarification between an indicator and a variable in the BP tool.

Session: Leadership, Team building and Communication Skills by J. Epitu and J. Kamara. Joseph started the session by introducing the session as it was relevant to the management and control of NRW. Participants were divided into two groups, one of which was given balloons to juggle in space, whereas the other was tasked to make observations.

The Baloon Exercise At the end of the balloon exercise, observations were made. Joseph commented that the purpose of the exercise was to enable the participants understand and internalise the importance of team work. He explained that in the part where individuals were maintaining their individual balloons in the air, it demonstrated selfishness, individualism and how every player was interested in protecting their own space. In the part where the group members were maintaining one balloon in the space it demonstrated members working as a team and with all striving to achieve a common goal.


He summed the session by explaining the concept of “The Johari Window “. The Johari Window Model: - He clarified that this is a model developed by two psychologists Joseph Luft and Harry Ingham. In the model, they try to explain how to understand the behaviour of human beings as individuals and groups. The model is a simple tool for illustrating and improving self awareness and mutual understanding between individuals within the group. The model has four regions namely:-

• The arena-‐ what is known by the person about him/herself and is also known by others • Blind spot-‐ things others know about you but you don’t know about yourself • Facade-‐ things that you know about yourself but others don’t know • Unknown-‐ what is unknown by a person about him/herself and is also unknown by others.

He explained how interactions in a group are affected by the changes in the sizes and spheres in the different squares.

Session: Expectations from the field by J. Kamara and R. Nabaloga. This session was intended to prepare for the Field Visit to enable participants to get hands-on experiences on the various aspects that they had theoretically learnt in the course of the training. The following were among the expectations that came from the group. • How meters are repaired • Meter testing

• Pressure testing • Percentages of NRW and management


• 3 types of meters • Control of air • Solution to illegal connection • Best way to disconnect • Meter testing machines • How illegal connections are handled

and controlled • Time response to leakages • Leakage detectors • Chemicals for treating • Billing software

• Meter clinic • Collection of data • Times for water treatment • Pressure loggers • Types of pipes • Commercial office arrangement • Water source • Employee handling • Bill adjustment • Types of pumps.

4. DAY 4 THEME: EXPERIENCING NRW (MPIGI/NWSC)

Day 4 Time Session content Facilitator:

Thursday

13th Sept.

08.00 Departure for the field Julia Kamara/ Robinah Nabaloga

13.30 Return from the field Julia Kamara/ Robinah Nabaloga

13.30 LUNCH

14:30 Group work to prepare feedback from field visit Julia Kamara/ Robinah Nabaloga

15.30 Presentation of group work and Discussion All

17.00 Wrap up and evaluation of day 4 Julia/ Vincent

18.00 Social Evening Vincent/Julia

Floor manager: Nabaloga The participants woke up early enough to get ready to go to the two places that had been arranged. The two places selected were:

i. Mpigi Town Water Supply- One of the small towns operated by a Private Operator. The idea was to let the participants get a feel of what is happening in one of their towns with respect to NRW.

ii. NWSC- An independent utility, managing the bigger towns in Uganda, with better facilities and doing better in the form of management as


compared to the systems from which the participants came. The idea was to help the participants get to experience some of the methods mentioned in the training at work, and also expose them to best practice in the management of NRW..

The team that travelled to Mpigi left early in order to be able to manage their time. They carried with them items that would be required to facilitate them:

• Eats and water for Break • Camera • Books for taking notes.

They were able to visit the system having started from the office of the operator, the source to their supply, the treatment plant and the reservoir. The arrangement was that participants would be able to prepare a presentation as a way of answering the following questions:

• What did you see? • What did you learn? • What can you apply at your stations?

The two groups returned at 1.00pm (local time) and were able to have their lunch at the venue of the training and started on preparation of their presentations. After the field work preparations, the group responsible for the evaluation of the previous days’ proceedings made their presentation, to which the facilitators Julia and Robinah made the relevant responses and thanking the participants for the feedback as well as assuring them that the unclear issues would be dealt with the next day as had been planned since they formed the biggest part of what did not go well. The two groups made their presentations appreciating the visits and put down some actions for their action planning the following day. At the end of the day, Julia and Robinah reminded the participants to do the day’s evaluation as individuals and that would be presented by the group “Rwanda”.

The participants at Kampala water meter workshop Getting the ‘feel’ of leak detection


Participants get a briefing on how to control water loss

5. DAY 5: THEME: ACTION PLANNING

Day 5 time Session Content Facilitator

Friday 14th Sept.

08.00 Recap of the previous day Moses Mwesigwa/ Vincent Ssenyondo

08.30 Revisiting of unclear concepts presented during the course

Joseph Epitu (All)

09.15 Developing individual action plans: Background and guidelines to action planning

Vincent Ssenyondo/ Moses Mwesigwa (All)

10.00 B R E A K 10.30 Developing and preparing of individual action plans Moses Mwesigwa/ Vincent

Ssenyondo (All trainers)

13.00 L U N C H 14.00 Presentation/discussion and sharing of individual action

plans. Denis Byamukama/ All trainers and Coach.

16.00 B R E A K

16.30 End of seminar evaluation Participants and facilitators complete the GIZ/WAVE seminar evaluation forms

Joseph Epitu/Julia Kamara

Closure

Floor manager: Joseph


Moses introduced the day’s programme to the participants by reading through the timetable and briefly talking about the day’s events. He appreciated the participants for having been able to complete the week and informed them that this was the core part of the course where the participants got to plan on how they would implement what they had learned during the course.

Recap of the previous day Vincent invited the “Burundi” group to make the presentation of the evaluation of the previous day. Moses responded to the negative feedback by again informing them that the unclear issues would be dealt with that day as it was the next session.

Session: Revisiting of unclear concepts presented during the course by J. Epitu The facilitator reminded the participants that as had been promised during the week this was the time for clarification on unclear issues and aspects during the training. The following were subject matters for clarification:

• Need for clarification on e-learning- its application and registration • The calculation in quantifying physical losses • Cash flow analysis • The water balance- definition.

Mr. Steven Mukiibi made the clarifications regarding e-learning and took the participants through the steps involved in applying for an e-learning course. He informed them that courses are advertised and application is done through the internet. The participants showed a lot of interest in the course and asked to be informed in the future. Steven informed them that their Directors have always been informed but now that their e-mail addresses have been got they will be sent the information. Moses added that those who wish to know what courses are being run soon can also go to Google and search for Global Campus21. Robinah added that the courses required a lot of commitment, access to a computer and internet. With respect to the Water Balance, Steven informed the participants that it is only a tool that is meant to help managers to know where their water goes and showed them an illustration of the water balance and explained its different components in view of the context of the different presentations. Moses revisited the Cash Flow analysis and informed the participants that this is part of the business planning tool which has a part for data entry after which information is processed to come up with a cash flow. He said that since that was a NRW course and then time was limited, a training session on the business plan would be arranged. Dr. Mutikanga handled the calculation of the physical loss quantification and gave the participants an exercise which they went through together in more details step by step.


Session: Developing individual Action Plans by Vincent and Moses. The facilitators guided the participants on how they would do the action plans. They advised them to make action plans that are within their means informing them that certificates would only be given to them after the facilitators visited them and confirmed the implementation of the Action Plans. A hand out on the guidelines was given to each participant to be followed:

GUIDELINES FOR THE PREPARATION OF ACTION PLANS

1. Re-examine the challenges facing your WSS with respect to NRW.

2. Identify the most critical/important activities that should be introduced, carried out to reduce NRW in your WSS.

3. Select those activities that are within your mandate out of those from 2 above.

4. List those activities that you are technically able to do within your own scope of

responsibility to ensure successful implementation (either on your own or in collaboration with co-workers).

5. List those activities which you think your immediate supervisors will support because of the immediate and long term benefits to the WSS.

6. Prioritize activities to be carried out within the short run (say three to four weeks) and

the long term (say six month).

7. Specify what RESOURCES you will require from their WSS and from the WAVE POOL – Uganda team.

8. Specify how these resources will be acquired?

9. Specify how you will record progress and changes resulting from your actions

(evidence to show the changes as a basis for monitoring and evaluation and other follow-up).

10. Indicate when the follow up team from the WAVE POOL/APWO should visit to

assess progress of action plan implementation. The participants started preparation of their action plans with the help of the facilitators. Later one participant from each group made a presentation of their Action Plan to the plenary for the facilitators and other participants to make their comments and share experiences.


Session: Corse Evaluation by Julia Kamara. At the end, the participants made an evaluation of the whole training programme on the GIZ forms given to them by Julia. Moses made closing remarks on behalf of the Association of Private Operators appreciating GIZ and the Ministry of Water and Environment on the efforts they put in to build the capacity of the staff in the private sector. Mr. Joseph Epitu on behalf of the Ministry of water and Environment closed the training by informing the participants of the opportunities ahead and encouraged them to be more vigilant in order for them to be able to benefit from these trainings. He emphasised the need for participants to get involved in e-learning courses because these would help them to gain and share with a lot other people in the rest of the world. The training ended with one of the participants appreciating the facilitators for doing a great job all through the week on behalf of her colleagues.


Action Plans:

ACTION PLAN NON REVENUE WATER TRAINING 10TH TO 14TH SEPTEMBER 2012 AT ESELLA COUNTRY HOME, NAJERA Name : BWAMBALE FABIANO Company : WSS SERVICE (U) LTD Town : MPONDWE LHUBIRIHA TOWN COUNCIL Title : PLUMBER Priority Areas

Current Situation

Expected Change Proposed Actions Required Resources Outcome/ Indicators

When changes can be seen

Leakages Too many Quick response to leakages i.e introduction of leakage record book

• Good communication i.e use of telephone

• First stop the leakage before repair

• Customers given telephone numbers

• Repair material in time

• Transport

• Improve leakage handling

• Reduced NRW • Customer

satisfaction • High

collection

2 months

Illegal use of water

Many illegal users

All illegal users are metered • Disconnected • Rewarding informers

• Team work ]means of transport (fuel)

• High collections

• Minimized NRW

3 months

ACTION PLAN NON REVENUE WATER TRAINING 10TH TO 14TH SEPTEMBER 2012 AT ESELLA COUNTRY HOME, NAJERA Name : NASIGA JUSTINE Company : KAGULU MULTIPLE SERVICES LTD Town : BUSOLWE Title : OPERATIONS MANAGER


Priority Areas Current Situation

Expected Change Proposed Actions Required Resources

Outcome/ Indicators


Proper meter installation

Not considered

To work as a team to put the meters right through my efforts

• Brief explanation to the staff about the different types of meters and their indicators through staff meeting

• Staff at large, pens books and papers including spanners

• Improved pressured at customer base

• Reduction of NRW due to proper installation of meters because there will be less complaints

• Hence high collection efficiency

4 months

Disconnection techniques

After meter using plugs

Disconnect from the main by some stubborn customers

• Discussion with the staff about the great causes of NRW and work as a team effectively

• Plumber, Operations Manager, pipe work network

• Funds

• Reduction of NRW since it is simple for customers to open up the plugs

3 months

Communication skills

Not good by some staffs

Good communication amongst the staff by use of giraffe language which is a polite language

• Have meetings with the staff members and implement it

• To tell the staff about the two difficult types of languages and the best use

• Staff members, papers and books

• Improved communication skills amongst the staff and customers at large without hurting someone’s feelings hence good relationship

4 months


ACTION PLAN NON REVENUE WATER TRAINING 10TH TO 14TH SEPTEMBER 2012 AT ESELLA COUNTRY HOME, NAJERA Name : BWAMBALE NASON Company : WSS Town : MPONDWE LHUBIRIHA TOWN COUNCIL Title : PLUMBER

Priority Areas

Current Situation

Expected Change Proposed Actions Required Resources

Outcome/ Indicators


Leakages Too many Quick response to leakages i.e introduction at book records

• Good communication i.e use of telephone

• First stop water before repair

• Customers telephones

• Repair meters in time

• Improving leakage handling in time

• High collection • Reduce NRW • Staff satisfaction

2 months

Illegal use of repair

Many illegal All illegal users are metered • Disconnection • Rewarding informers

• Team work • Means of

transport (fuel)

• Minimizing NRW through high collection

3 months

ACTION PLAN NON REVENUE WATER TRAINING 10TH TO 14TH SEPTEMBER 2012 AT ESELLA COUNTRY HOME, NAJERA Name : NAMUSOKE OLIVIA Company : POWER TECHNICAL SERVICE LTD Town : LWAKHAKHA Title : COMMERCIAL MANAGER

Priority Areas Current Situation Expected Change

Proposed Actions Required Resources

Outcome/ Indicators


Record keeping for example on leakages

Substandard record keeping

Ensuring record keeping

Educate the staff on the importance of proper record keeping

• Black books

• Pens • Markers

Improved record keeping e.g on leakages

3 months

Team work Communication is not good enough

More unity and togetherness

A meeting to clearly explain to my collogues about the

• Paper • Pens

• Increased revenue


Priority Areas Current Situation Expected Change

Proposed Actions Required Resources

Outcome/ Indicators


importance of team work collection • Reduction in

NRW

3-4 months

ACTION PLAN NON REVENUE WATER TRAINING 10TH TO 14TH SEPTEMBER 2012 AT ESELLA COUNTRY HOME, NAJERA Name : NAMULINDA JULIANA Company : KAGULU MULTIPLE SERVICES Town : NAMUTUMBA Title : OPERATIONS MANAGER

Priority Areas Current Situation Expected Change Proposed Actions Required Resources

Outcome/ Indicators


Buying protective wears

Inadequate protective wear which delays leakage repairs

Availed protective wears to field staff

Agree with colleagues on percentage to be saved for buying some protective wears

Monthly savings from allocated office imprest

Quick response to leakages hence reduced NRW

2-3 months

Suppressed accounts

Many suppressed accounts

Reduction in the number of suppressed accounts

• Agree with the customer on how to clear the outstanding

• Disconnect from the tapping point

• Time • Paper • Pens • Technician

Increased revenue 3 months


ACTION PLAN

NON REVENUE WATER TRAINING 10TH TO 14TH SEPTEMBER 2012 AT ESELLA COUNTRY HOME, NAJERA Name : NERETSE BRUCE Company : AMAZING ENTERPRISES Town : KIHIHI Title : ASSISTANT AREA MANAGER


Outcome/ Indicators


Customer care Customer complaints Improved customer care

• Staff trainings on customer care

• Response to complaints in time

• Motivating staff

• Flip charts • Notice board • Suggestion

box

• Payments in time • Reduced NRW • Few customer

complaints

3 months

Data management and record keeping

A lot of data mistakes Reliable and accurate data

• Filing all documentation

• Carrying out meter audits

• Staff motivation

• Time • Main power • Books, file,

boxes

• Reduced NRW • Improved supply

reliability

3 months

ACTION PLAN

NON REVENUE WATER TRAINING 10TH TO 14TH SEPTEMBER 2012 AT ESELLA COUNTRY HOME, NAJERA Name : SENYONDO CHARLES Company : AMAZING Town : KYOTERA TOWN COUNCIL Title : PLUMBER


Outcome/ Indicators


Customer meter accuracy and positioning

Meters are inside the gates

Meters are to be put outside plots

Meters are to be allocated outside plots for new connection and old connections

Enough materials i.e couples

Reduction in NRW due to reduced tampering of water meters

3 month

Leakages and bursts Not good Book registers for Quick responses to Transport and Reduction of NRW



Outcome/ Indicators


leaks in the office in order to know where leak are allocated and time

leakage and burst enough work tools and materials e.g couples

and hence improving the collection efficiency

3 months

ACTION PLAN NON REVENUE WATER TRAINING 10TH TO 14TH SEPTEMBER 2012 AT ESELLA COUNTRY HOME, NAJERA Name : SSEBUNYA LAWRENCE Company : AMAZING ENTERPRISES LTD Town : KYOTERA TOWN COUNCIL Title : CHIEF PLUMBER


Outcome/ Indicators


Illegal connection Meter bypass Regular mobilization o the system house to house

• To design heavy punishments to the illegal users

• Bicycles • Motorbikes • Footing door

to door

• Reduction in NRW due to improved mobilization

• All illegal users to be handed to the authority

2 months

Meter readings Not good Team work Taking meter readings at 23rd in order to audit the reading sheets

Hats for protecting our heads during sunshine and rain season

Improved cohesion of the team

1 month


ACTION PLAN NON REVENUE WATER TRAINING 10TH TO 14TH SEPTEMBER 2012 AT ESELLA COUNTRY HOME, NAJERA Name : MUHOZI AGREY Company : AMAZING ENTERPRISES Town : KIBIITO Title : PLUMBER


Outcome/ Indicators


Leakages and bursts Response and efficiency not good

• Improved response and a high leakage handling efficiency

• High leak detection

• Request for leakage repair materials

• Know sizes for my pipe network

• Make our contacts known to customers for information sharing

• Materials for repair

• Stationery • Airtime

• A high leakage handling efficiency

• More water available for other potential customers

3 months

Illegal connections Few cases Reduced them to zero

• Carry out spot visits • Create awareness among

the public through sharing with them

• Amnesty

• Transport • Awareness • Funds

• No cases of water theft

• Reduce C.L percentage of NRW

3 months

ACTION PLAN NON REVENUE WATER TRAINING 10TH TO 14TH SEPTEMBER 2012 AT ESELLA COUNTRY HOME, NAJERA Name : MUGWERI ISMAEL Company : KAGULU MULTIPLE SERVICES LTD Town : BUGIRI Title : PLUMBER


Outcome/ Indicators


Metering Same meters are invisible and faulty

• Replacement after washing them

• Improve meter reading

Use available meter meter from disconnected account to active for replacement

• Skilled labor • A list of disconnect account where the meter was removed and to which NRW account was replace faulty ones

5 months

Leakages Inactive leak and leaks union lining sop and

Active leakage control locate on

• Use of the available old reducing socket in

• Skilled labor • Records of day to day leak



Outcome/ Indicators


service pipe therefore leaks removed of union lining

the store contractual findings

• Records of all union lines removed

5 months

ACTION PLAN NON REVENUE WATER TRAINING 10TH TO 14TH SEPTEMBER 2012 AT ESELLA COUNTRY HOME, NAJERA Name : NAKATO GEORGINA Company : BRIGHT TECHNICAL SERVICES LTD Town : BUNYARUGURU Title : OPERATION MANAGER Priority Areas Current Situation Expected Change Proposed Actions Required

Resources Outcome/ Indicators


Data handling management

Staff members are not keen

Reliable data • Meter reading auditors

• Thorough checking of information from plumbers

• Field investigations

• Solving customers claims

• Transport • Books to

keep records

• Reduce time on customers complaints

• Reduce NRW

3 months

Team work My staff does not work in team

Staff should work as a team

• A meeting to be held inorder to sensitize my staff about the importance of team work

• Suggestion box

• Markers • Pens

• Improve on the collection method

• Increased collection efficiency

3 months

Motivation staff Staff members are not motivated

• Providing awards and bonus

• Payment of staff salaries in time

• Motivating my staff members

• Provision of protective wears

• T-shirts over-roll garments

• Gumboots

• High collection efficiency during the rainy season


• Reduction in the NRW

5 months



Outcome/ Indicators


Illegal connections They are quite many illegal connections

• Reduce on the number of illegal connections

• Giving illegal customers heavy fines

• Disconnection from the main pipe

• Authority from the board

• Skilled labor through training my staff especially plumbers

• Application of new connections since there is reduced illegal connections

3 months

ACTION PLAN

NON REVENUE WATER TRAINING 10TH TO 14TH SEPTEMBER 2012 AT ESELLA COUNTRY HOME, NAJERA Name : ONEN SAMUEL L. Company : JOWA ENGINEERING Town : BUKEDEA Title : COMMERCIAL ASSISTANT


Outcome/ Indicators


Transparency and teamwork

Fair Have one common mind and work as a team

• Periodic staff meetings to enhance cooperation and team work

• Skilled personnel

• High collection efficiency

• Reduction in NRW due to team work

4 months

Leakage Not good Timely response to leakages i.e between 2-5 days

• Leakage record book • Plumbers • Reduction in NRW • High collection

efficiency

4 months


ACTION PLAN

NON REVENUE WATER TRAINING 10TH TO 14TH SEPTEMBER 2012 AT ESELLA COUNTRY HOME, NAJERA Name : ETIANG JOSEPH Company : K.M.S LTD Town : MAGALE Title : PLUMBER


Outcome/ Indicators


Metering Poor reading method/meter inaccuracies and faulty ones

• Replacement of faulty ones

• Meter check ups throughout the locations

• Replacement of faulty ones and repairing of old ones if need be

• New meters which are in place already

• Spare of old meters also in stock

• Reduction of data handling errors

5 months

Leakage Leaking stop corks and taps

Repositioning and replacement of faulty ones if need be

• Leak patrol • Disconnecting people

with leaking stop corks and taps

• New stop-corks in stock atleast 3 if need be in order to rescue the situation

• Reduction of water loss which increases operational costs

4 months

ACTION PLAN NON REVENUE WATER TRAINING 10TH TO 14TH SEPTEMBER 2012 AT ESELLA COUNTRY HOME, NAJERA Name : ATUGONZA JOY Company : IRUMU AND ASSOCIATES LTD Town : KIBAALE Title : COMMERCIAL OFFICER


Outcome/ Indicators


Metering • Metering reading errors

• No replacement • Faulty meters

• Taking meter readings in time i.e by mid 15th of the month

• Ensure meter

• Replacement of faulty meters

• Repair of meters with the ones existing in the store

• Skilled plumbers (labor)

• New meters

• Meters which are faulty to come back in store

• A list of new meters replaced

4 months



Outcome/ Indicators


replacement Notice board Not existing at all Introduce a notice

board • Publicize illegal users

so as every customer can be aware

• Put duties and responsibilities for each member and their work schedules

• Stationery • Markers • Pens

• Reduction of NRW • Quick response to

leaks and bursts

2 months

Team work Very poor Staff to work in teams and have that spirit

• Hold meetings with the management for training of good team work

• Time • Note books

• Good teamwork • Quick response to

leaks and bursts

3 months

ACTION PLAN NON REVENUE WATER TRAINING 10TH TO 14TH SEPTEMBER 2012 AT ESELLA COUNTRY HOME, NAJERA Name : KWIHANGANA ARSEN Company : POWER TECHNICAL SERVICES LTD Town : NAKASONGOLA Title : COMMERCIAL MANAGER


Outcome/ Indicators


Metering Some meter are faulty Replacement • Use of available meter for replacements

• Repairing of faulty metres

• Skilled labor • Reduced NRW • List of meter

replaced • Record of meters

repaired

3 months

System monitoring Not regular Regular system monitoring at least 3 time a week

• Visiting the field and customers

• Spot checks

• Fuel for the bike

• Money for buying fuel

• Record of all customers

• Early detection of leakage

• Reduced NRW • Early detection of

leaking air valves and taps

2 months

Record keeping Not well kept Keeping all records • Recording of all leakage reported and repaired

• Records of money spent

• Books • Pens

• Records of leakage reported and repaired

• Good record of metre reading

3 months



Outcome/ Indicators


• Records of money spent on repairs

• Record of materials used

• Record of metre readings

• Record of handled complaints

sheets

Response to leakages

Longer time to respond Quick response to leakage

• Reducing on time to repair leakages

• Availing materials for repair in store

• Assigning responsibilities to staff in relation to leakages

• Fuel for the motor cycle

• Materials for repair

• Reduced time to attend to leakage

• Reduced NRW • Increased billing • Increased collection

efficiency

3 months

ACTION PLAN NON REVENUE WATER TRAINING 10TH TO 14TH SEPTEMBER 2012 AT ESELLA COUNTRY HOME, NAJERA Name : RICHARD BARONGO KALENDE Company : AMAZING ENTERPRISES - KASESE Town : RUBONA/NYAKIGUMBA Title : SENIOR PLUMBER


Outcome/ Indicators


Leaks and bursts Response time not good

• Timely response to leaks

• Leakage records up dates

• Contacts on the billing notice (plumbers and manager) contacts

• Fittings i.e connectors, pipes, sockets, unions

• Tools like pipe ranges, hacksaws

• Reduce NRW due to quick responses to leakages

4 months

Billing Not good Staff team work • Supplying bills in time

• Stationery • Pens

• Improve on NRW 2 months

Team work Fairly good Working as a team • Awareness • Stationery • Improve on NRW



Outcome/ Indicators


sensitization • Pens • Record book

3 months

ACTION PLAN NON REVENUE WATER TRAINING 10TH TO 14TH SEPTEMBER 2012 AT ESELLA COUNTRY HOME, NAJERA Name : MUGABE GODFREY Company : BRIGHT TECHNICAL Town : LUKAYA Title : PLUMBER


Outcome/ Indicators


Leakages Physical losses Quick response to leakages in time as soon as we get a report

• Team work and repair record books for leakages

• Procure good qualities of materials

• Increase in NRW • Reduction of NRW

2 months

Commercial losses Some meters are faulty they under register

Replace and repair meters

• Procure new meters and use skilled people to repair

• Good quality of meters

• Increase in collection efficiency

3 months

ACTION PLAN

NON REVENUE WATER TRAINING 10TH TO 14TH SEPTEMBER 2012 AT ESELLA COUNTRY HOME, NAJERA Name : BANOBORE NASON Company : WSS Town : BWERA – KASESE Title : PRODUCTION WATER OVERSEER


Outcome/ Indicators


Leakages Many • Quick response • Database where

to record the leakages

• Good communication • Stop water before

repair

• Repair materials

• All workshops should be

• Improved leakage handling

• Reduce NRW

2 months



Outcome/ Indicators


given telephones

Illegal connections Many All illegal connection should be metered

• Disconnect those which can not respond

• Team work • Transport

• High collection • Reduce NRW

3 months

ACTION PLAN NON REVENUE WATER TRAINING 10TH TO 14TH SEPTEMBER 2012 AT ESELLA COUNTRY HOME, NAJERA Name : OKELLO GEOFFREY PANYWAR Company : WASH CONSULTS LTD (KITGUM) Town : KITGUM Title : QUANTITY SURVEYOR


Outcome/ Indicators


Pipe leaks and bursts

Fair (overhaul) of the system has recently been in place

Suppress first her the current of leaks and bursts Minimum number of occurrence of leaks/bursts

• Routine pipe layout checks

• Train plumbers on importance of respond time to leaks and bursts

• Design a record book

for leaks and bursts. Recorded daily whether there was burst/leaks or not

• Sending of plumbers to check leaks

• Record book

• Reduced leaks and bursts increase billings

• Revenue increment • Efficiency of

plumbers • Easy follow up of

records and hence financial planning efficiency

3 months 2 months

Overflow Good Tighten even more control measures

• Askari and plumber should all be there at Reservoirs stand post

• Avail plumbers with tools for their work

• High reduction of volume of water lost due to over flow

• Improved revenue

3 months

Theft Fair • Push for by-laws to punish perpetrators (fine & jail)

• Call for a meeting with water board to pass a by-law

• Low level of vandalism of meters and values due to theft

3 months


ACTION PLAN NON REVENUE WATER TRAINING 10TH TO 14TH SEPTEMBER 2012 AT ESELLA COUNTRY HOME, NAJERA Name : WANYAMA SIMON Company : JOWA Town : BUSIA Title : TECHNICAL OFFICER


Outcome/ Indicators


Meter reading • Inaccessibility • Inaccuracy in

readings • A lot of

estimations

Accurate readings • Meter auditing • Set time for meter

reading • Cross checking the

readings before delivery

• Pens • Billing sheets • Skilled staff

• Increased water sales

• Increased revenue collection

• Reduced NRW

4 months

Leakage control Response time to encounter fair

• Transparency and efficient communication

• Staff

• Movement book to be put in place

• Constant communication

• Teamwork • Timely respond to

leakages

• Flip chars • Markers • Pens • Staff

commitment • Skilled labor

• Reduction in NRW • High collection

efficiency • Cohesion through

team work

3 months

ACTION PLAN NON REVENUE WATER TRAINING 10TH TO 14TH SEPTEMBER 2012 AT ESELLA COUNTRY HOME, NAJERA Name : KYOMBO ALEX F. Company : MUTAKA TECHNICAL SERVICES LTD Town : KIBUKU – TIRINYI Title : BRANCH MANAGER


Outcome/ Indicators


Poor records management

Not good • Train staff how to use record book and follow up

• Introduce leakage records book

• Customer complaints records book

• Bulky meter • Customer connection

• Pens • Record book • Rule wall

clock

• A list of customers active/inactive

• Number of leakages work on/pending

• Customer complaints

3 months



Outcome/ Indicators


books answered/unanswered

Illegal connections Rampant • Disconnect illegal connection

• Install reducing sockets and m/f bends

• T.

• Paying fines of 250,000=

• Taking legal action • Awareness

• Manpower/informers

• Rules by water boards

• Reducing sockets

• m/f bends • interaction

wss

• reduction in NRW • number of illegals

reduce • collection efficiency

increases

3 months


Good • sensitize the public to report any leakages

• involve local teachers

• announcement on local radios

• public notice • workshop on

O&M

• reduction in NRW 3 months

Bills auditing Fair • meter reading on time

• avoid estimation

• audit meter readings • calculators • pens • stationery

• improve on bill efficiency

• reduction NRW

3 months

Team work Fair • encourage team work

• regular meetings • flip charts • pens • markers • notebooks

• improve on collection efficiency

• reduction in NRW • it puts workers

together

3 months

Customer care Good • record customer requirements

• attend to customer requirements

• give feedback and follow up

• air time • Fuel

• Improved customer relationship


• It lowers consumption

3 months


ACTION PLAN

NON REVENUE WATER TRAINING 10TH TO 14TH SEPTEMBER 2012 AT ESELLA COUNTRY HOME, NAJERA Name : KAYEYERA BENARD Company : MUTAKA TECHNICAL SERVICES LTD Town : KALIRO Title : BRANCH MANAGER


Outcome/ Indicators







books


clock



• Customer complaints answered/unanswered

3 months



• T.







wss



increases

3 months






O&M






• reduction NRW

3 months





together

3 months



• air time • Improved customer relationship



Outcome/ Indicators



• Fuel • Increased revenue collection


3 months

ACTION PLAN NON REVENUE WATER TRAINING 10TH TO 14TH SEPTEMBER 2012 AT ESELLA COUNTRY HOME, NAJERA Name : KASUUBO ESTHER Company : MUTAKA TECHNICAL SERVICES LTD Town : KALIRO Title : ASSISTANT GENERAL MANAGER


Outcome/ Indicators







books


clock



• Customer complaints answered/unanswered

3 months



• T.







wss



increases

3 months





O&M




Outcome/ Indicators







• reduction NRW

3 months





together

3 months




• air time • Fuel

• Improved customer relationship



3 months

ACTION PLAN NON REVENUE WATER TRAINING 10TH TO 14TH SEPTEMBER 2012 AT ESELLA COUNTRY HOME, NAJERA Name : OJERA FRANCIS Company : JOWA ENGINEERING SERVICES LTD Town : KAMDINI Title : TECHNICAL/BRANCH MANAGER


Outcome/ Indicators


Meter readings Readings involves wrong figures

Ensure billing accuracy

• Monthly meter auditing prior to billing

• Giving enough time for meter readings (27th – 30th)

• Customers reading sheet

• Note book • Pens • Manager • Plumber

• Reduced customers complaint

• Accurate reports • High collection

efficiency

2 months



Outcome/ Indicators


Un reported leakages/damages

Poor Reduced respond duration for repairs

• Telephone numbers written on bills

• Fixed rate refund of 500= on all informing calls

• Full time phone

• Manager • Plumber

• Good relations with clients

• Reduced NRW

3 months

Leakages Fair Reduced water loss • Sensitizing consumers on their responsibility for maintenance

• Plug off irresponsible consumers water

• Plugs • Pipe wrenge • Enough time

for field visits • Manager • Plumber

• Reduced NRW • Improved system

maintenance

3 months

Metering Some meters get stuck Replacement • Use available meters for replacement

• Existing meters

• Pipe wrenge • Thread seals • Manager • Plumber

• Keep/store all replaced meters

• Keep records of replaced meters

4 months

ACTION PLAN NON REVENUE WATER TRAINING 10TH TO 14TH SEPTEMBER 2012 AT ESELLA COUNTRY HOME, NAJERA Name : BAKO SUSAN ALIMANI Company : IRUMU AND ASSOCIATES LTD Town : KAYUNGA Title : COMMERCIAL MANAGER


Outcome/ Indicators


Meter reading and billing errors

• Many customers bill complaints

• Many bill adjustments

Minimal customer bill complaints

• Carry out audits • Train meter readers • Constant checks

• Rotate meter readers

• Meter sampling by the commercial manager

• Reduction in bill complaints

3 months

Team work We do not work together

Good team work Quick response to leaks and

• Fix a session in the meetings to train on good team work

• Time • Note books

• Company spirit • Quick response to

leaks

4 months



Outcome/ Indicators


complaints Notice board function

• We do not use the notice board fully

Information on the board in different languages

• Train members on the importance of putting information on the notice board

• Information from all the staff

• Notice board with information in place

3 months

Record keeping • Information on leaks are not recorded

• Interchange of record books

• Proper books that are elaborated

• Knowing numbers of leaks in week/month

• Have a hands on record training

• Record book (counter books)

• Well recorded books in place

• Worked on complaints in the book

3 months

ACTION PLAN NON REVENUE WATER TRAINING 10TH TO 14TH SEPTEMBER 2012 AT ESELLA COUNTRY HOME, NAJERA Name : ODOI PETER LEO Company : JOWA ENGINEERNG SERVICES LTD Town : WAKISO Title : WATER TECHNICIAN


Outcome/ Indicators


Handling pipe bursts from main lines

We lack water meters and other material for repairing leakages

Buying some materials like pipes, plugs, adaptors and we put in the store

• To hold meetings every two months time

• Motivation of workers

• Easy transport and good coordination

• Revenue collection will be improved

One month

Unclear readings causes NRW in the station

Faulty meters requires regular cleanings

Clean meters and put them back to clients

• Regular checking of clients meters

• New meters skills can be very expensive to our clients

• Dealing with illegal connection working on the leakages round system

2 months


ACTION PLAN NON REVENUE WATER TRAINING 10TH TO 14TH SEPTEMBER 2012 AT ESELLA COUNTRY HOME, NAJERA Name : AGABA LAUBEN Company : JOWA ENGINEERING SERVICES LTD Town : BUSIA Title : BRANCH MANAGER Priority Areas Current Situation Expected Change Proposed Actions Required



Metering readings • Many customer complaints

• Inaccurate bills • Inaccessibility

to some customers

• Estimation of some customers bills

• Many bill adjustments due to wrong readings

• Flexibility/change in reading in times

• Sensitization of staff members on the impact of meter readings

• Meter auditing on a periodic schedule

• Planned early meter reading to allow time for anomalies

• Ensure efficient monitoring and cross checking readings billing

• Rotation of meter readers

• Pens • Meter

reading sheets

• Human resource

• Increased water sales


• Reduced NRW\reduced customer complaints to readings

• Reduced number of bill adjustments

4 months

Leakages control Fair response time to leakage handling is not good (unknown time)

Timely response to leakages

• Put some staff contact numbers on bills

• Establish a leakage record book

• Stationery human resource committed and skilled labor

• Transport means

• Reduced water loss

• Increased cash in flow

• Leakage statistics

3 months

Team work and communication

• Absenteeism and late coming

• Uncoordinated movements

Transparency amongst the staff

• Strategic periodic staff meetings to ensure flow of information and importance of team work

• To put in place a movement book

• Stationery • Staff

members

• Improved cooperation amongst staff

• Water loss reduced due to improved team work and awareness

• Records and documentation of daily operations

3 months


ACTION PLAN NON REVENUE WATER TRAINING 10TH TO 14TH SEPTEMBER 2012 AT ESELLA COUNTRY HOME, NAJERA Name : BANGIZI GOLDEN PAYI Company : AMAZING ENTERPRISES LTD Town : ISINGIRO Title : AREA MANAGER Priority Areas Current

Situation Expected Change Proposed Actions Required



Data handling errors

Good Customers meter in proper metering condition and accuracy

• Self auditing and self checking

• Papers • Pens

• Cost effectiveness

2 months

Implement good record (leaks and bursts)

Monitoring network flows on a regular basis to identify the occupancy of our leaks

• • • 100 per collection efficiency

Repairs Burst and leakages in the system

Maximum control • Use of available materials for repair in our town

• Skilled staff i.e plumbers

• Records of the reported complaints

3 months

ACTION PLAN NON REVENUE WATER TRAINING 10TH TO 14TH SEPTEMBER 2012 AT ESELLA COUNTRY HOME, NAJERA Name : MBABAZI PADDY Company : AMAZING ENTERPRISES Town : KASESE Title : PLUMBER


Outcome/ Indicators


Repair the leakages to reduce NRW

• Communication is not good

Expect to reduce leakages from 50% to 10% Monitoring customer

• • •

• • •


List of Participants – NON REVENUE WATER 6

Country No Title Gender Surname First Name Email Position Institution Town KAYUNGA 1 Commercial Officer Ms Bako Susan Alimani [email protected]

0782065033 0716065033 Commercial Manager

Irumu & Associates Ltd

MPONDWE LHUBIRIHA T.C

2 Plumber Mr Fabiano Bwambale 0777749649 Plumber WSS

MPONDWE T.C 3 Plumber Mr Nason Bwambale 077889119 Plumber WSS KIBAALE 4 Commercial Officer Ms Atugonza Joy 0716700619 0784601458 Commercial

Officer Irumu & Associates Ltd

BUNYARUGURU 5 Operation Officer Ms Nakato Georgina [email protected] Operation Manager

Bright Technical Services Ltd

LWAKHAKHA 6 Commercial Officer Ms Namusoke Olivia [email protected] Commercial Manager

Power Technical Services

NAMUTUMBWA 7 Operations Manager Ms Namulinda Juliana [email protected] Operations Manager

Kagulu Multiple Services Ltd

BUSOLWE 8 Operations Manager Ms Nasige Justine [email protected] Operations Manager


NAGONGERA 9 Commercial Officer Mr Mayende Paul [email protected] Commercial Assistant


KIBIITO 10 Plumber Mr Muhozi Agrey [email protected] Plumber Amazing Enterprises WAKISO 11 Technician Mr Odoi Peter 0754467849 Technician JOWA Engineering

Services Ltd KASESE 12 Plumber Mr Mbabazi Paddy 0781520995 0752352304 Plumber Amazing Enterprises Ltd BUSIA 13 Branch Manager Mr Agaba Lauben [email protected] Branch

Manager JOWA Engineering Services Ltd

BUSIA 14 Technical Officer Mr Wanyama Simon [email protected] Technical Officer

JOWA Engineering Services Ltd

ISINGIRO 15 Area Manager Mr Bangizi Golden Payi [email protected] Area Manager Amazing Enterprises Ltd NAKASONGOLA 16 Comm. Manager Mr Kwihangana Arsen [email protected] Area Manager Power Technical

Services Ltd KASESE 17 Plumber Mr Richard Barongo K. 0781648981 0704420983 Plumber Amazing Enterprises Ltd KASESE 18 P. Overseer Mr Banobere Nason 0789620722 Plumber

overseer WSS

BUKEDEA 19 Comm.. Asst. Mr. Onen Samuel Onensamuel20@gmail Commercial Assistant


KYOTERA T.C 20 Plumber Mr Senyondo Charles 0784012226 Plumber Amazing Enterprises Ltd KYOTERA T.C 21 Chief Plumber Mr Ssebunya Lawrence K. 0700367674 0783448162 Chief Plumber Amazing Enterprises Ltd KIBUKU T.C 22 Manager Mr Kyombe Alex F. [email protected] Manager Mutaka Technical

Services Ltd LUKAYA 23 Plumber Mr Mugabe Godfrey 0779589019 Plumber Bright Technical Services

Ltd


KAMDINI 24 Manager Mr Ojera Francis [email protected] Manager JOWA Engineering Services Ltd

KIGUMBA 25 Comm.. Officer Mr Mangeni Lamech 0774155048 Commercial Officer


KALIRO 26 Asst. Gen. Manager Ms Kasuubo Esther [email protected] Asst. General Manager

Mutaka Technical Services Ltd

KIHIHI 27 Asst. Area Manager Mr Neretse Bruce [email protected] Asst. General Manager

Amazing Enterprises Ltd

KITGUM 28 Engineering (Quantity Surveyor)

Mr Okello Panywar Geoffrey [email protected] Engineering (Quantity Surveyor)

WASH Consults Ltd

KALIRO 29 Operation Manager Mr Kayeyera Banard Kayeyerabenard#gmail.com

Operation Manager

Mutaka Technical Services Ltd

BUGIRI 30 Plumber Mr Mugweri Ismael [email protected] Plumber Kagulu Multiple Services Ltd

MUGALE 31 Senior Plumber Mr Etiang Joseph 0773906847 Senior Plumber


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