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• NWSDB O&M Setup
Introduction to NWSDB • Connection Procedures
• O&M Progress Monitoring
Operation and Maintenance  Physical
 Financial
• Procurement & Financial Delegation
• Material & Store Management (IMS)
• Board Circulars & Auditing
Regional Support Center – East • Team Work & Productivity
• Consumer Satisfaction
Month - OCTOBER 2017 • Safety at Work
• Water Source & Why water to be treated
• Water Loss (NRW) & Conservation of Water
• Water Pollution control & Implementation of WSP

3 Customer Charter for Provision of water supply 4

LEARNING IS and sanitation services
 A relatively permanent change in behavior Water quality Standards - to comply with SLS standards.
 It is a result of participant actions Level of service - to provide sufficient water to customers
through out the island
Provision of a new connection
OPTIMAL Submitting an estimate after handover of duly completed 1-7 days
Forms by the customers
LEARNING Provision of connection after signing the agreement and 1- 4 days
making Total payment by the customer
Customer Complaints
Reply to written complains within 14 days
Water bills
COMFORT To respond to complains on meter issues
To respond to complains on meter readings
within 7 days
within 14 days
ZONE Period between two meter readings ( previous & current) 30 days
Restoration of connection, if a payment is made before 12 within 24 hrs.
noon on the same day of disconnection
First bill to the customer after provision of the water a 30 days


O&M Progress Monitoring මණ්ඩලීය චක්රලේඛ අංක : ඒ13/2012
දිනය : 2012.05.14
Parameters Target Achievements
ඇස්තමලන්තු සංල ෝධනය කිරීම, ජල සනබ්තදන ලබාදීම,
Connection Coverage 60% in 2020 70 % ප්රාග්ධන වියදන පියවා ගැනීම, නව ජල සනබ්තධන තමැ්තපත් හා
Pipeline Service Coverage 60% in 2020 80 % වාරික ලගවීම.
 නව ජල සම්බන්ධන ගාස්තු - 20mm සහ 25mm
Water Supply Connections 60,000  ප්රාග්ධන වියදම් පියවීමම් ගාස්තු (CRC)
Quantity Sold (Mln Cum) 741.5 927.8  ප්රාග්ධන සංවර්ධන ගාස්තු (CDC)
 නව ජල සම්බන්ධන තැන්ඳතු (නැවත මගවනු ලබන)
Monthly Billing 31 Mln 35 Mln  මඳොදු ජල කරාම ඉවත් කිරීම ස඲හා නව ජල සම්බන්දන ලබාදීම
 රජමේ ඳාසැල් සහ රජමේ අනුමත පුන්ය ආයතන ස඲හා ජල සම්බන්ධන ගාස්තු
Monthly Collection 31 Mln 40 Mln  මඳොදු ජල නළ එලීම ස඲හා වන ගාස්තු ගණනය කිරීම
Collection Efficiency 100% 107%  නව ජල සම්බන්ධන වාරික මගවීම
 VAT ගණනය කිරීම.
Debtage 0.5 1.0 නව ජලසනබ්තධන ගාස්ු විශ්කකනයය 20mm සහ 25mm.
Arrears (without current month) 47 Mn 20mm 25mm සමෘධි/ ලපොදු ජල කරාම
ඉවත්කර නව ජලසනබ්තධන
Estimated Bills ලබාදීම.
ප්රධාන නලමේ සිට ජලසම්බන්ධනයට 9,700/- 11,100/- 4,000/-
Consumer Complains
දුර 10m දක්වා
Meter Reader Error Percentage 3% 3% 10m 25m දක්වා 12,000/- 14,400/- 4,000/-
සෑම අමතර මිටර් 25 ක් ස඲හා රු.4,000/- ක් මගවිය යුතු අතර කානු කැපීම හා වැසීම
Meter Reader Interval Days > 90 % 68 % අයදුම්කරු විසින් කළ යුතුය.

7 8
Connection Fee Main modules and supplementary modules
Category With Deed Without Deed • Main modules • Supplementary modules
Non - Samurthy Holders  Billing and Legal  Online service and O&M
Predesha Shaba / Urban Council
 Payments Field Support
Distance 0-10 m 16,985.00 18,635.00
Distance >10-25 m 17,675.00 19,325.00  Customer Profile  MIS Portal
Municipal Council  E-services  Supplementary
Distance 0-10 m 23,235.00 25,385.00  Administration Panel Information
Distance >10-25 m 23,925.00 26,075.00
Samurthy Holders
Predesha Shaba / Urban Council
Distance 0-10 m 5,600.00 7,250.00
Distance >10-25 m 6,100.00 8,250.00
Municipal Council
Distance 0-10 m 10,200.00 11,850.00
Distance >10-25 m 10,700.00 12,850.00


9 10
O&M BUDGET Handling Supply & Material Management (Stores & Inventory)
Accl Actual Projected Estimate • Material Request (MR): Used to request materials
Costing Items
Code 2017 2018 2018
Salary 641/651 • purchase Schedule Rates (PSR): To get Authorization for
Allowances 641/641 purchase
Overtime 642/652 • Purchase Order (PO): Authorization to Purchase the materials
Incentives 643/653
Bonus 643/653 • Goods Received Note (GRN): allows you to accept partial and
EPF/ETF 644/654 full inventory from a supplier to the inventory location.
Leave Encashments 645/655 • Material Transfer Note (MTN): is a written record that
Group Insurance/ Compensation 646/656
Payee Tax 647 indicates the transferring details of materials
Staff Training 648/658 • Material Issue Note (MIN): Usage details of materials
Special Carder 649/659 • Internal Receipt Note (IRN): written record for acknowledging
Medical Scheme 666
Retiring Gratuity* 683
the materials
Total • Material Return Note (MRN): Retuning details of materials
No of Employee
Average personnel Cost per Employee

11 12
Connection Categorization Complaint code for Estimated bills
S. No. Complaint Descriptions Code No.
Category Code No. 1 Face of the meter is covered with dew 3
2 Gate closed 4
Domestic non Samurdhi and non-Tenement 10,11,13,18,19 3 Water obtained, even the meter is damaged 5
4 Meter covered by water 6
Domestic Tenement non Samurdhi 14 5 Meter covered by sand 7
6 Meter buried in to the earth 8
Domestic Samurdhi 20,24
7 Customer resisted to unable to get the reading 9
Commercial 70,71,80 8 Unable to identify the house 10
9 Unable to recognize meter 11
Government Institution 60,61,62,64,73 10 Rainy day 12
11 Animals disturbance 13
Government Hospital 63 12 Customers dissatisfaction 14
13 Illegal connection 15
School and Religious 12,15,81 14 No meter 16
15 Meter disconnected 17
Small and medium enterprises 75 16 Meter disconnected from the screw 18
17 Meter in depth 19
Shipping 72 18 There the concrete in the meter 20
19 Meter damaged 23


13 14
Water Resources Fresh Water Availability
Water Source Atmosp Oceans 97.21%
0.001% Snow & Ice 2.14%
Surface Water Ground water Waste Water Other Availavl Ground water > 800m 0.31%
0.639% Ground water < 800m 0.31%
Streams, River water
River bed Unsaturated zone 0.005%
(naturally running Grey Water Rain water
water) Fresh water lakes 0.009%
Salt water lakes 0.008%
Lakes/ Ponds Shallow/Deep Ice caps
Black Water Sea Rivers 0.0001%
water groundwater (Fresh) water
97.210% Atmosphere 0.001%
Reservoirs, Dam
water (including Spring water • 2/3 of our planet is covered by water
/brine water,
discharge water)
• The majority of freshwater is beyond our reach
• Water is a scarce resource

15 16
How much water in the Human body? Need for Treatment
• Naturally available, accessible water is polluted & Contains
pathogenic bacteria
• Water needs to be treated if the quality of the water does not
satisfy the objective water quality of the intended use.
• The treatment process should be designed taking into
consideration the raw water quality and the objective water
• If the water is to be used for domestic water supply, the
objective water quality should satisfy the National Standards for
Drinking Water Quality, which are stipulated based on the WHO

Palatable water is pleasant to drink, completely clear and free from tastes, odours and colours.
Potable water (= Safe drinking water, (not contain harmful or potentially harmful substances
and does not present any risk to human health)


17 18
Drinking water should be Health Impact and Potential source
• To protect the health of the community Parameter Potential Health Impact Potential source in
 Treated water must be free from
• Pathogenic (disease causing) micro organisms Eschenichia Coli Diarrhea Fecal contamination
• Harmful organic and inorganic chemical substances or have an (E.coli) from human
adverse effect acute or in the long term, on human health Vibra cholera Cholera (severe Diarrheal Fecal contamination
• (The concentrations of toxic elements should be low or not disease from human
present.) Gardia Diarrhea & intestinal Fecal contamination
• To supply a product which is aesthetically desirable intestinal malabsorption from human
 Treated water must have (or Aesthetically satisfactory) Cryptosporidiu Diarrhea Microbial contamination
• Pleasant taste, odour, colour or not saline (to enable m perinum from Farm animals
consumers to prepare tea, coffee, soup etc.) Fluoride Too much causes adverse Naturally occurring in
• Fairly clear (i.e. low turbidity; little colour) change in bone structure the environment and
• Suitable for house-keeping (not staining laundry by Fe & Mn, added during treatment
no scale formation in water heaters and reduced soap Arsenic Skin changes & cancers of Naturally occurring in
consumption by Ca) the skin, lungs & bladder the environment
• Non-aggressive to materials used in distribution networks and Lead Adverse neurological Old pipes and plumbing
house-installations effects

Water and Wastewater Characteristics Water quality standards
Substance (Bacteriological) Maximum permissible level
Pollution/Impurities Total visible organisms, colonies per 1 ml Must not be detectable
Faecal streptococci per 100 ml Must not be detectable
E. coli, number per 100 ml Must not be detectable
Physical Chemical Biological Total coliform organisms, number per 100 ml Must not be detectable

Parameter Max permissible level Adverse effect

Colour 15 platinum-cobalt Unpleasing appearance
Gasses Liquids Solids Organic Inorganic Pathogenic Nonpathogenic
units (PCU)*
Odour Not objectionable Unappealing to drink
Taste Not objectionable Unappealing to drink
Floating Settleable Colloidal Dissolved
pH 6.5–8.5 High pH imparts taste and soapy feel,
low pH causes corrosion. For effective
disinfection pH is preferably < 8.0.
Easy to Remove
Turbidity 5 nephelometric Visibly cloudy
turbidity units (NTU)*



Disinfection Risk Incidence in Water Supply

(Approximate) Cl2 Dose x Contact Time (CT*) Disinfection Requirements • 17 Sep, 2015 : Poor catchment management- Monaragala
• 26 May – 1 June 2007 : Out break Details on the Gampola
Issue (Viral Hepatitis)
• Aug 30, 2015 : Kelani Ganga Chemical contamination from
Coca-Cola factory water.
• Aug 28, 2015 : Spilling of Pesticides in Bandarawela

Time required at Time required at
0.5 mg/L Cl2 & 20C: 0.5 mg/L & 20C:
E. Coli (99.99%): 106 mins @ pH 7
<30 sec @ pH 7 (99.9%)
180 mins @ pH
Time required at
8.5 (99.9%) Not killed at concentrations
0.5 mg/L & 20C:
used in drinking water
General (99.9%)
6 min @ pH 6-9

23 24
Risks of Untreated Wastewater
• Spreading of water born diseases
• Contamination of water resources
• Environmental consequences
Algal blooms (Eutrophication of lakes/water bodies)
Capital Investment for restoration work is massive
Depletion of Oxygen in Aquatic Environment
One gram of faeces can contain 10 million viruses, one
million bacteria, one thousand parasite cysts and 100
worm eggs.
Pollution from human beings
• 45-60 g BOD/person/day
• 8- 14 g N/person/day
• 0.6-2.5 g P/person/day
• Virus
• Medical residues 24


Traditional way of ensuring water quality are 25

problematic……. Why do we need WSPs?

 Without a risk management approach, water suppliers must
rely on water testing to confirm water safety.
Limitations of relying on water testing alone:
Contaminated Water
 Reactive approach (problem has already occurred)
 Test results provide a “spot check” only (problems can
Day : 0 be missed in space and time)
Water microbially Day : 09
contaminated Test Result  Limited laboratory/equipment capacity
 Testing can be very expensive
 May not be clear what went wrong, where and when
Day : 07 Day : 10
Water sampled Boil water (supplier may not know how to correct problem)
& Tested advisory

 In case of microbial contaminated water, it is advisory to boil

water before drinking. Water quality testing is an important component of water supply system
management, but it is not enough to ensure water safety.

27 28
½” Domestic Water Meter
Preliminaries and System Risk Assessment System Upgrades
Preparation • MODULE 2 Describe the
• Usage Restrictions According to Specifications
• Preliminaries
Improvement • Free from Air Flow
• MODULE 3 Hazard Plan ( Meter become defective & Abnormal Readings)
Preparation Identification & Initial Risk
• MODULE 1 assessment • Free from Debris
Assemble Team • MODULE 4 Control Measures ( Meter become blocked)
and re-assess risk
• Free from Silt & Sand & Solvent Cements
( Meter become defective or Blocked )
Operational Monitoring • Free from
Feedback / Reviews and Verification • Lower Flow Limits ( Class C meters )
• MODULE 10 Reviews • MODULE 6 Control ( Low Flows less than 15 liters / hr are not accounted )
• MODULE 11 Incidents Measure Monitoring • Upper Flow Limits ( Class C Meters )
• MODULE 7 Verification
( High flows more than 3 m3/hr are not accounted )
• Moisture on Dial & Discoloured Dial
Supporting WSP management and Procedure
• Meter Tempering
• MODULE 8 Management Procedures
• MODULE 9 Supporting Programs


29 30
Water Losses: Defined AWWA Free Water Audit Software
Meter Under-registration Physical Losses Billed Metered Consumption
Billed (including water exported) Revenue
Consumption Billed Unmetered consumption
unbilled Unbilled Metered Consumption
Consumption Unbilled Unmetered Consumption
Meter Under-registration Physical Losses Input Consumption Metering Errors
Volume Apparent Losses Unauthorized Consumption Non-
Unauthorized Consumption Range in flow rate & volume lost
Data Handling Systematic Data Handling Errors Water
Reducing Apparent Losses increases Reducing Real Losses recovers Leakage on Mains
Water Losses
revenue (but does not recover volume) volume
Leakage And Overflows From
Real Losses
Storage Tanks
NON-REVENUE WATER Leakage on Service Connections
* Also includes unbilled consumption

31 32
Guidelines On Efficient Water Loss Management District Metered Area (DMA)
The District Meter Area The Leak Detection Practices, • the quantities of water entering and leaving the district are
Management Team Techniques and Repair Team metered
• Monitoring of flows and • Active Leakage Control can best
pressures to small sectors of a be described as a proactive
water network most commonly strategy to reduce water loss by
called District Meter Areas the detection of non-visible
(DMAs) leaks and their prompt repair by
• DMA management “philosophy” highly trained technicians using
is a set of simple principles, such specialized equipment
as: • locating a non-visible or
• Night-flow measurement, unreported leak quickly as
• The importance of leak duration possible thus enabling a prompt
in total leakage levels, and efficient repair
• Components of leakage:
reported bursts, unreported
bursts and background

Source: (Farley and Trow, 2003)


33 34
A typical 24 hour water flow profile Life cycle of a leak or What is ALR time ?
Leak starts Leak
Occurs Detection Total Volume Loss = (A+L+R)x leakage rate
Flow rate vary with Pressure

Awareness Location Repair Duration

Leakage life time

• Calculating the Night-Day Factor to convert night-flow measurements Note: Volume Loss depends on ALR Time and Pressure, Q
into daily leakage ALR vary on ALC policies and also on infrastructure components.
• Assessing customer night use
• The BABE (Burst and Background) concepts

35 36
• Your Responsibilities. Watering Plants By Hose –180 Liters By Container – 60
(In 20 minutes) Liters
 Educate the Public on reducing wastage of water
Washing Vehicles By Hose –135 Liters By Container – 60
 Motivate Public to protect catchment areas/water (15 min) Liters
Bathing By filled Container – Using Shower – 40
source 110 Liters Liters
 Motivate Public to prevent water pollution Brushing teeth & Tap open for 5 minutes Using Cup – 05
Washing Face 45 Liters Liters
 Motivate Communities to use alternate safe water Washing Plates Tap open for 15 Using Container –
sources minutes 25 Liters
135 Liters
 Report/Repair water leaks promptly Washing Tap open for 5 minutes Using Container –
Vegetables 45 Liters 12 Liters


37 38
Why Safety? Basic Principles of Good Safety Management
• Why is safety important?  Management Commitment
• Why bother with it?  Documented Safety Philosophy
• Isn’t it just another government or
 Safety Goals and Objectives
company program?
• A good health and safety program  Committee Organization for Safety
can reduce injuries...  Line Responsibility for Safety
• A good health and safety program  Supportive Safety Staff
can increase morale (If workers are  Rules and Procedures
being injured they will not feel good  Audits
about their job)
 Safety Communications
• A good health and safety program
can improve productivity (Safety,  Safety Training
quality, and productivity go hand in  Accident Investigations
hand )  Motivation

39 40
Basic Safety Philosophy Supervisors Responsibilities
• Every Incident can be avoided. • Set Example
• No Job is worth getting hurt for. • Know, Communicate, And Enforce Standards
• Every job will be done safely. • Observe Employees Working
• Incidents can be managed. • Analyze & Discuss Safety Hazards
• Safety is Everyone’s Responsibility. • Communicate With Your Employees
• Safety/Best manufacturing practices • Follow Up With Your Employees
• Safety standards, procedures and practices must be • Train All Employees On Rules & Procedures
developed. • Conduct Inspections
• Training- Everyone must understand AND meet the • Acknowledge Safety Behavior
requirements. • Investigate & Report Accidents
• Working Safely is a Condition of Employment • Correct Unsafe Unhealthful Conditions


41 42
The SAFETY Pyramid Total Safety Culture
Reactive Safety is a way of life – a process, not a program
• This is not something extra to do
• Safety should be incorporated into how we do everything:
 Production
 Quality
Lost time injury
INJURY  Efficiency (controlling costs)
ZONE • You can be a safety leader in your workplace
• Encourage others to live safety as a core value that will not be
Recordable injury
• Safety must be in the heart and mind of everyone,
Minor injury / first aid everywhere, everyday
Proactive • Rules, guards, and procedures only HELP keep us safe – it is up
Near misses / Hazard recognition HEIGHTENED to each of us each of your employees to develop a personal
SAFETY commitment to safe behavior
Personal safety awareness Bottom Line
Take 2, MISS, Tailgate meetings, Work Instructions, SOPs
• Safety needs to become a personal value that will not be

43 44
First Aid & Fire Procedures Good Safety Practices
• Make sure that you know the location of the nearest
First Aid Kit.
• Inspect work area daily
• Make sure that the First Aid Kit is stocked properly. • Be an observer - stay alert
• Hear fire alarm in your building or are told to evacuate
by appropriate personnel. • Housekeeping, Housekeeping, Housekeeping
• Evacuate the building to your designated rally points.
(Keep your head!, Know the exits!, Do not run to exits, • Use your best safety device - THINK
but walk to exits!, Ensure easy access to the safest way
• If you’re not sure - ASK someone!!
• You are responsible for your own safety! • Report Injuries/Incidents/Illnesses
• Safety is a right not a privilege!
• Report safety issues to the safety committee


Hierarchy of Controls
(cleaning products, Substitution
pesticides, asbestos,
etc.) Requires a physical change
to the workplace
(mold, insects/pests, (repetition, lifting,
communicable awkward postures,
diseases, etc.)
WORK etc.) Requires worker or
ORGANIZATION employer to do
HAZARDS something
Things that cause
(slips, trips and falls, (noise, temperature
faulty equipment, etc.) extremes, radiation,
Least Requires worker to wear
etc.) Effective something

47 48
Typical Personal Protective Equipment (PPE) Customer Service Excellence
Body Part Protection • Understanding Quality Service and Service Culture
• The procedural dimension / The personal dimension (attitudes,
Eye Safety Glasses, behaviors, and verbal skills to interact with customers)
Goggles • Five Elements of Quality Service (Reliability, Assurance, Tangible,
Face Face Shield Empathy, Responsiveness)
• Service Culture (Delivery System, Training, Motivators and reward //Employee
Head Hard Hat roles and expectations, Policies and procedures, Management support
Feet Safety Shoes • Key Skills for Quality Customer Service
Hand & Gloves • Excellent Verbal Communication with Customers Six C (Clear, Concise,
Correct, Complete, Courteous, Concrete)
• Non Verbal Behavior (Body language, Volume Cues, Appearance and
Body Vests Grooming, Miscellaneous Cues)
Ear Ear Plugs, Ear Muffs • Addressing Customer Different Behavior Style
Lung Mask, Respirator • Steps to Resolve Service Breakdown
A customer (purchases goods and
services) becomes a consumer when
he or she uses the goods or services
i.e. where there is some consumption.


49 50
Non Verbal Communication with Customers BASIC PRINCIPLES OF EFFECTIVE TEAMS
• Clearly defines Tasks and Goals
Body Appearance Miscellaneous • Acts Creatively
Volume Cue • Works toward Results
language and Grooming cues
• Clarifies Roles and Responsibilities of each other
• Well Organized – Policies, Procedures Agreed to
Pitch Hygiene
Eye contact
(regular • Build on Strengths of team members
washing and
Volume combing of hair, Personal habits • Cooperates with Team Leader and each other
use of
Rate of speech mouthwash and • Disagreements are solved cordially – Mutual trust and
Voice quality
expression • Communicates openly
Articulation • Takes decisions collectively and effectively
Clothing and Proper etiquette • Evaluates Team Progress continuously
Pauses accessories and manners


Just Say No To Bottled Water!
• Bottled water is over priced, over 95% of cost is bottle, label, lid
and transportation.
• Bottled water is virtually unregulated, industry clients fight
Thank You
against Federal Purity Regulations every year in Washington...
• Bottled water is bad for the environment, Millions of plastic
bottles pollute our landfills daily. Passive
• Any time water is stored for a prolonged period of time in a
plastic bottle, it will take on traces of the chemicals used in the
plastic such as Pthylate.
• According to the FDA, "Companies that market bottled water as
being safer than tap water are defrauding the American public..."
• Home water filtration offers significantly higher quality water,
at a fraction of the cost and far more convenient than bottled