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GOVERNMENT OF ZIMBABWE Ministry of Local Government, Rural and Urban Development and Ministry of Water Resources Development and Management Impact analysis and development of an exit strategy and plan for water treatment chemical support to urban councils and ZINWA MAIN REPORT April 2012 Prepared by: Supported by:

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GOVERNMENT OF ZIMBABWE

Ministry of Local Government, Rural and Urban

Development and

Ministry of Water Resources Development and Management

Impact analysis and development of an exit strategy and plan for water treatment chemical support to urban councils and

ZINWA

MAIN REPORT

April 2012 Prepared by: Supported by:

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Table of Contents LIST OF ACRONYMS .............................................................................................................. iii PREFACE .................................................................................................................................. v EXECUTIVE SUMMARY ........................................................................................................ vi 1. INTRODUCTION ............................................................................................................ 1 1.1 Background ..................................................................................................................... 1 1.2 Objectives ........................................................................................................................ 3 1.3 Scope ................................................................................................................................ 3 2. ASSESSMENT APPROACH AND METHODOLOGY .................................................. 5 2.1 General approach ............................................................................................................ 5 2.2 Methodology .................................................................................................................... 5

2.2.1 Review of relevant documentation and development of data collection instruments ...................................................................................................... 5

2.2.2 Fieldwork .......................................................................................................... 6 2.2.3 Stakeholder consultations ............................................................................... 7 2.2.4 Challenges encountered ................................................................................... 7 2.2.5 Contribution of stakeholder workshop and client comments to the main

report ................................................................................................................ 7 3. STUDY FINDINGS AND DISCUSSIONS ....................................................... 8 3.1 Technical aspects ...................................................................................... 8

3.1.1 Water treatment system .................................................................................. 8 3.1.1.1 Raw water sources............................................................................................ 8 3.1.1.2 Age of WTPs ..................................................................................................... 9 3.1.1.3 Water treatment systems ................................................................................. 9 3.1.1.4 Chemical dosing ............................................................................................. 10 3.1.1.5 Quantities of main chemicals needed by LAs and ZINWA ......................... 12 3.1.1.6 Functionality of key components .................................................................. 14 3.1.1.7 Record keeping and information management at WTPs ............................ 16 3.1.1.8 Plant operation and maintenance ................................................................. 16 3.1.1.9 Welfare and logistics .......................................................................................17 3.1.1.10 Electricity challenges ......................................................................................17 3.1.2 Water quality monitoring .............................................................................. 18 3.1.3 Water distribution system ............................................................................. 22 3.1.3.1 Water distribution networks ......................................................................... 22 3.1.3.2 Meters ............................................................................................................. 22 3.1.4 Water supply models ..................................................................................... 23

3.2 Financial aspects ..................................................................................... 24 3.2.1 Financial management - audited statements ............................................... 25 3.2.2 Analysis of 2011 water budget estimate status ............................................. 26 3.2.3 Budget for water treatment chemicals ......................................................... 26 3.2.3 Analysis of 2011 actual half year results ....................................................... 28 3.2.5 Water tariffs .................................................................................................... 29 3.2.6 Water billing ................................................................................................... 31 3.2.7 Revenue collection ......................................................................................... 32 3.2.8. Major recurrent cost expenditure ................................................................. 33 3.2 9 Issues affecting revenue collection ............................................................... 34 3.2.9.1 Metering.......................................................................................................... 34 3.2.9.2 Faulty meters .................................................................................................. 35 3.2.9.3 Few payment points for bills ......................................................................... 35

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3.2.9.4 Bill processing procedures ............................................................................ 36 3.2.9.5 Poor service delivery ...................................................................................... 36 3.2.9.6 Illegal connections ......................................................................................... 36 3.2.9.7 Customer perception ..................................................................................... 36 3.2.9.8 High levels of poverty .................................................................................... 36 3.2.10 Revenue collection initiatives done by some LAs ........................................ 37 3.2.10.1 Signing off meter reading figures by customers .......................................... 37 3.2.10.2 Customer care issues, road shows, help desks ............................................. 37 3.2.10.3 Twinning arrangements of local and international cities ........................... 37 3.2.10.4 Customer care, Crack Unit for illegal water disconnections ....................... 37 3.2.10.5 Payment discounts/Negotiated payment arrangements. ............................ 38 3.2.10.6 Disconnections ............................................................................................... 38 3.2.10.7 Debt collection ................................................................................................ 38 3.2.10.8 Flexible payment methods ............................................................................ 38 3.2.11 Current financing mechanisms ..................................................................... 38 3.2.11.1 Capital ............................................................................................................. 38 3.2.11.2 Operation and maintenance .......................................................................... 39 3.2.12 Customer perceptions .................................................................................... 39

3.3 Human resource aspects ........................................................................... 40 3.3.1 Water and sanitation business plan .............................................................. 40 3.3.2 Organisational structures .............................................................................. 40 3.3.3 Staff qualifications and levels ........................................................................ 41 3.3.3.1 Qualifications ................................................................................................. 41 3.3.3.2 Staffing levels ................................................................................................. 41 3.3.4 Essential HR Systems .................................................................................... 42 3.3.4.1 Performance management ............................................................................ 42 3.3.4.2 Training and development policy ................................................................. 42 3.3.4.3 Health and Safety Policy ................................................................................ 44 3.3.5 Industrial relations ........................................................................................ 44

3.4 Local industry capacity for supply of water treatment chemicals ...................... 44 3.5 UNICEF procurement system .................................................................... 45 3.6 Procurement systems of LAs/ZINWA .......................................................... 45 3.7 Impact of the UNICEF water treatment chemical support ............................... 46

3.7.1 Improved access to clean and safe water ...................................................... 46 3.7.2 Consistent supply of treated water by Urban Councils and ZINWA .......... 46 3.7.3 Impact on reduction of cholera in urban areas ............................................ 47 3.7.4 Impact of the support on local industry for water treatment chemicals .... 47

4. RECOMMENDATIONS ............................................................................ 48 4.1 Urban Councils and ZINWA ...................................................................... 48 4.2 Government ........................................................................................... 49 4.3. Proposed Exit Strategy - Implementation Matrix ............................................ 51

4.3.1 Short term – Immediate (within 4 months) ................................................ 51 4.3.2 Medium term (6 months – one year) – Post Exit ........................................ 52 4.3.3 Long term (Over one year) ............................................................................ 52

5 CONCLUSION ........................................................................................ 53 6 REFERENCES ........................................................................................ 54 APPENDICES..................................................................................................55 Appendix Table 1a: Types of chemicals used in studied Water Treatment Plants of LAs’ 55 Appendix Table 1b: Types of chemicals used in a studied ZINWA Water Treatment Plants

............................................................................................................ 56

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Appendix Table 2a: Chemical dosages, method of determination and dosing methods in studied Water Treatment Plants of LAs ........................................................ 57

Appendix Table 2b: Chemical dosages, method of determination and dosing methods in studied ZINWA Water Treatment Plants ....................................................... 61

Appendix Table 3: Chemical use patterns from sampled WTPs based on actual consumption rate .................................................................................... 63

Appendix Table 4: IWA Best Practise Standard Water Balance ................................ 65 Appendix 5: Stakeholders Workshop Proceedings ................................................. 66 Appendix 6: Summary of the proceedings of the presentation to senior Government

Officials and Development Partners. ........................................................... 74 Appendix 7: Summary of proceedings of the high level presentation to Urban Councils

and ZINWA ............................................................................................ 77 Appendix 8: Estimated Target Population for the UNICEF Water Treatment Chemicals

Support ................................................................................................. 84 Appendix 9: Data Collection Tools ...................................................................... 85

List of Tables

Table 1: Areas visited and assessed ........................................................................................................ 5 Table 2: Quantities of main chemicals required by LA and ZINWA per month from 1 April 2012 . 13 Table 3: Examples of operational monitoring parameters that can be used to monitor control

measures at different stages of the treatment process........................................................ 19 Table 4: Laboratory facilities and equipment observed at WTPs in urban councils for chlorine, pH,

turbidity, jar test and conductivity tests ............................................................................. 20 Table 5: ISO Standards on Water Quality giving guidance on sampling ........................................... 21 Table 6: Status of audited financial statements for visited LAs for 2009 & 2010 ............................ 25 Table 7: Comparison of prices which UNICEF was getting the product for against current listed

prices ...................................................................................................................................... 27 Table 8: Estimated monthly minimum costs for Alum, HTH and Chlorine Gas which LAs and

ZINWA will incur (assuming local purchase) .................................................................... 28 Table 9: Availability of Water and Sanitation Business Plans ........................................................... 40 Table 10: Status of Urban Councils and ZINWA Catchments as far as availability/non-availability

of essential human resource systems .................................................................................. 43 List of Figures

Figure 1: (a) Raw water source for Chinhoyi and (b) Ncema WTP built in 1940 ............................... 9 Figure 2: Improvised Alum dosing and old dosing equipment at some assessed WTP sites ........... 11 Figure 3: Poorly maintained WTP and broken down dosing equipment in Chivhu ......................... 16 Figure 4: (a) Poor chemical storage facilities and (b) Key pumping equipment down or absent in

Plumtree ................................................................................................................................ 18 Figure 5: Inside a laboratory at Kwekwe WTP ................................................................................... 20 Figure 6: Flow diagram showing recommended water quality monitoring best practice ................ 21 Figure 7: Water loss through a valve in Masvingo ............................................................................. 23 Figure 8: Water supply models observed during the assessment ..................................................... 24 Figure 9: Proportion of water treatment chemical costs in 2011 water budgets of selected urban

councils ................................................................................................................................. 26 Figure 10: Comparison of the cost of a cubic metre (first 0-20 cubic metres) of water charged to

high density consumers .................................................................................................... 30 Figure 11: Billed water by councils in selected towns......................................................................... 32 Figure 12: Comparative aged debtor analysis between Urban Councils and ZINWA ...................... 33 Figure 13: Proportion of recurrent expenditure going to salaries ..................................................... 34 Figure 14: Percentage of faulty meters reported in selected towns ................................................... 35

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LIST OF ACRONYMS

ACF Action Contre La Faim AfDB African Development Bank AusAID Australian Agency for International Development BCC Bulawayo City Council CSO Country Status Overview DfID Department for International Development (UK) ECHO European Community Humanitarian Office EMA Environmental Management Agency GAA German Agro Action GTZ Deutsche Gesellschaft für Technische Zusammenarbeit GoZ Government of Zimbabwe HCC Harare City Council HR Human Resources HTH High-test Hypochlorite LA Local Authority MLGRUD Ministry of Local Government Rural and Urban Development MoF Ministry of Finance MOHCW Ministry of Health and Child Welfare MWRDM Ministry of Water Resources Development and Management NAC National Action Committee NCU National Coordination Unit NGO Non Governmental Organisation O&M Operation and Maintenance PHHE Participatory Health and Hygiene Education PwC PricewaterhouseCoopers RSA Republic of South Africa SIDA Swedish International Development Agency UCAZ Urban Councils Association of Zimbabwe UFW Unaccounted for Water UNICEF United Nations Children’s Fund UNOCHA United Nations Office for the Coordination of Humanitarian Affairs WASH Water, Sanitation and Hygiene WHO World Health Organisation WTP Water Treatment Plant ZESA Zimbabwe Electricity Supply Authority ZLGA Zimbabwe Local Government Association ZINWA Zimbabwe National Water Authority

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PREFACE

This study was commissioned by the Government of Zimbabwe with financial and technical support from UNICEF Zimbabwe. PricewaterhouseCoopers (PwC)1 was engaged as a consultant to carry out the study. The study aimed at assessing the impact of chemical support extended by UNICEF to 20 local authorities and selected stations managed by the Zimbabwe National Water Authority (ZINWA) in the period February 2009 to March 2012. Fieldwork was carried out during the period 4 August to 9 September 2011. The chemical support was a direct response to the 2008/9 cholera outbreak in Zimbabwe which claimed around 4300 people mainly in the urban areas. The cholera outbreak was linked to poor water and sanitation services in the country. The study analyzed the technical, financial and human resources arrangements within the selected institutions and centres. This assessment formed the basis of developing a town specific phase-out strategy and cost recovery plan for each of the centres that received the support. A steering committee made up of representatives of various government ministries and departments, developing partners, NGOs and UNICEF was constituted to oversee the execution of the study, provide guidance to the consultants, facilitate fieldwork and arrange stakeholder meetings. The Steering committee was chaired by the Director, Urban Local Authorities in the Ministry of Local Government Rural and Urban Development (Mrs N. Mudzinge). The study methodology included field data collection and infrastructure assessment, documentation review, discussions and interviews with various key stakeholders. The results of the study was presented to stakeholders on 6 October 2011 and then on 27 March 2012 to a high-level panel comprising of the Ministers of Water Resources Development and Management, and Local Government Rural and Urban Development, the Permanent Secretaries of the two ministries, Directors and other Senior Government Officials as well as representatives from developing partners including UNICEF. Upon the request of the Minister of Local Government and Rural and Urban Development during the high-level meeting, a final presentation was made to key representatives of the ZINWA and the urban councils and local government officials (including District and Provincial Administrators) on 3 April 2012 with a view to agreeing on next steps including developing an action plan. The proceedings of the three workshops as well as details of attendance form appendices to this report. The report incorporates comments and suggestions made during the three workshops. PwC wishes to acknowledge the suggestions and views by the Minister of Local Government Rural and urban Development, senior government officials and other participants at the workshops. The Steering committee is also acknowledged for its support and guidance including assistance during the field work. PwC is also grateful to UNICEF for the comments and guidance that shaped the report especially Mr. Murtaz Malik and Mr. Steven Mudhuviwa.

1 The PWC study team comprised of Zvikomborero Hoko (Team Leader, and Water and Sanitation Specialist), Takudzwa Mushamba (Water and Sanitation Specialist), Israel Ndlovu (Financial Specialist), Mark Zaranyika (Chemist), Margaret Makanje (Human Resources Specialist), Nelisha Chitsungo ( Human Resources Specialist), Raymond Zinhumwe (Accountant), Tinashe Chigodo (Accountant) and Morris Mudiwa (Project Manager),

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EXECUTIVE SUMMARY From February 2009, UNICEF Zimbabwe has, as part of a cholera mitigation intervention, been assisting 20 Urban Councils and ZINWA by providing three water treatment chemicals, namely: aluminium sulphate, chlorine gas and high-test hypochlorite (HTH)). This assessment was conducted to evaluate the impact of the chemical support provided and to develop a town-specific phase-out and cost recovery plan. The assessment was done using primary and secondary data collected through a rapid appraisal approach. The assessment focussed on reviewing performance in three main areas, which are: the technical (water treatment and reticulation system); the financial; and human resource aspects. The key findings on each of these aspects are presented below. The report also discusses the impacts and recommendations on exit strategy. 1. Technical

1.1 Water Treatment Plants

In all the towns studied, the predominant source of raw water is surface water. The quality of the raw water was a major determinant to the types and quantities of chemicals used. In general Water Treatment Plants (WTPs) assessed are 30 to 50 years old and in most cases there is inadequate provision and attention to basic operation and maintenance (O&M). The majority of the WTPs are in need of urgent repairs and rehabilitation. The lack of adequate O&M is attributed to low funding of the water and sanitation sector in the last 10 to 15 years due partly to the poor economic environment in the country as a whole. Conventional treatment systems incorporating coagulation, flocculation, sedimentation, rapid sand filtration and disinfection are used in all assessed WTPs. All WTPs in Zimbabwe use aluminium sulphate for coagulation whilst chlorine gas or HTH is used for disinfection. Written guidelines or manuals for O&M in all the assessed WTPs are either non-available or poorly developed and outdated. Sedimentation tanks and rapid gravity sand filters are in need of repairs although in some areas these have been rehabilitated and the filter media in some cases was changed in the past 2-3 years. 1.2 Chemical dosing Alum dosage was being determined by the Jar Test at 21 out of the 32 (66 per cent) of the WTPs assessed. The Jar test is the most recommended method for coagulant determination. The remaining 34 per cent were relying on estimates and experience. Some 72 per cent of the treatment plants have either non-functional or partly functional dosing equipment. As a result operators have devised improvised approaches of chemical mixing and dosing leading to inaccurate and inefficient chemical usage. Chemical preparation for HTH, alum and soda ash was predominantly manual. Where gas is used, functional chlorinators were present. However there were a few cases e.g. Chegutu and Shurugwi, where chlorinators have been installed but were still to be commissioned. In some areas such as Zvishavane the chlorinators installed failed to work mainly due to low pressure from the service pumps. All stations with chlorinators have flow measuring devices on the chlorinators and as such dosage is accurately known. However the absence of functional raw and clear meters at most of the plants affects overall dosage accuracy and efficiency.

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1.3 Functionality of key components Clear water pumps are generally very old and in most cases broken down. There were cases where the raw water pumping capacity was 50% or less (e.g. Kwekwe, Chivhu, Chinhoyi , Shurugwi, Mvuma and Bulawayo) thus creating a serious water supply risk. The situation was the same for clear water pumping in Gweru, Plumtree, Kwekwe, Kadoma, Chivhu, Shurugwi and Mvuma. Centres without functional meters estimate raw and treated water flow with some relying on pumping rates and pump running hours. In other centres the basis of estimates is not clear thus flow figures could be inaccurate thereby affecting chemical usage. There is rapid sand filtration at all WTPs and all are gravity filters except for Chipinge (rapid up flow). Backwashing frequency varies from once to twice a day and is determined by raw water quality and efficiency of the coagulation sedimentation process. Generally sludge from sedimentation tanks and filters is discharged into the environment without treatment. In the few cases where there are sludge treatment systems (e.g. Kwekwe and Bulawayo) they are not functioning optimally. 1.4 Record keeping and information management at WTPs There were no readily available daily records on water production and chemical consumption patterns at some of the water supply centres. Critical operating parameters such as the actual water demand were not known in more than 50 per cent of the water supply centres assessed. In a few places such as Masvingo a complete breakdown of the water demand into institutional, domestic, commercial was available. 1.5 Electricity challenges Power cuts are still affecting several WTPs although the situation is reported to have improved. As a result of the power supply interruptions capacity utilization has been low at some plants. 1.6 Water distribution system Most water distribution pipes are old with some being more than 5o years. From the discussions held, most LAs are losing a lot of treated water through pipe leaks and faulty valves. The mean Unaccounted for Water (UFW) is 35%. Reservoir capacity is generally a problem and this has resulted in low distribution capacity. This together with breakdown of pumping equipment on booster pumps has resulted in some areas not having water supply for long periods reaching the order of years in some cases. The proportion of faulty meters is very high, reaching about 90 per cent in some cases (Zvishavane). The high rate of faulty meters has been one of the major causes of disputed bills resulting in low payments by customers. 1.7 Water supply models There are four main water supply models in the areas studied. In the first model ZINWA is responsible for all water supply operations i.e. raw water abstraction, treatment and distribution and revenue collection. In the second model ZINWA is responsible for raw water abstraction and treatment and sells bulk treated water to urban councils, after which councils distribute and collect revenue. The third setup is where urban councils buy raw water from ZINWA and are responsible for all water supply operations, this is the predominant model in urban areas in Zimbabwe. The final model is where ZINWA

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sells raw water to councils, buys some of the treated water to supply some settled areas e.g. in Masvingo (Bushmead) and Kadoma (Suri Suri). 2. Financial aspects Of all the urban councils studied, 44 per cent had audited financial statements for 2009. Only one town, Zvishavane, had audited accounts for both 2009 and 2010. All ZINWA catchments had audited statements for 2009 and 2010. The presence of audited accounts is a useful indicator of accountability for an institution. 2.1 Water Budgets Twelve (12) urban councils and ZINWA stations included the cost of water treatment chemicals in their 2011 budgets in anticipation of the termination of the support from UNICEF which was scheduled for July 2011. The proportions were ranging from 0.3 per cent to 26 per cent of the total budget for water treatment with an average of 12 per cent. About 60 per cent of assessed LAs are recording a surplus in their water accounts by half year. However actual cash collected from water sales is very little hence councils are deferring expenditure on capital assets for water treatment and distribution. The surplus could be misleading given that the councils received chemicals from UNICEF while others were also assisted in rehabilitation and repairs of parts of the water reticulation system. There has been little or no investment in proper O&M and generally capital expenditure is not factored in when determining the surplus or loss. 2.2 Water tariffs Water tariffs differ significantly among Urban Councils and also when compared to ZINWA . The tariff structures in all assessed LAs segregate between types of customers. The tariffs are stratified into consumption bands with escalating unit charges (increasing block tariff structure). There were no adequate figures showing the relative amounts of these cost categories across all the LAs to make meaningful comparisons. ZINWA uses one tariff nation-wide (blend tariff). However each catchment office computes what they consider to be full cost recovery tariffs given their catchment realities and this is what is used to compute the average blend tariff. Tariff setting procedures vary from one entity to the other. One major issue is the difference in tariff setting and approval processes and procedures between ZINWA and Councils. In some areas ZINWA’s approved tariffs to councils are higher than Councils’ approved tariffs to customers creating an uneven playing field, leading to some councils not remitting monies to ZINWA (e.g. Beitbridge, Gwanda and Plumtree). The cost build up of the tariff is not very clear in most councils. However ZINWA incorporates all common inputs including a 20 per cent allowance for capital expenditure. However the final approved tariff is lower than that computed. 2.3 Water billing About 60 per cent of assessed councils had not established a separate water account by end of August 2011. Water bills are still lumped with other charges irrespective of whether there is a separate water account or not. Generally meter readings are carried out monthly. Estimates are used when meter readings are not taken for one reason or another including where the meter is faulty. In most areas visited customers interviewed were querying the accuracy of water bills and were therefore reluctant to settle bills on presentation thus having an adverse impact on the authorities’ ability to recover the money owed. Most councils are using old versions of the PROMUN Billing software. The average proportion of treated water which was billed is 47 per cent implying that non revenue water accounts for more than 50 per cent of total treated water.

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2.4 Revenue collection Revenue collection is poor as almost 90 per cent of billed money by LAs is in arrears since 2009. Collection efficiency is very low in all councils (30-70 per cent) and ZINWA around (45-70 per cent). Debt collection has been affected by poor collection strategies. LAs do not have debt management units or officers specifically dedicated to water. Reasons for poor collection includes the general low levels of incomes for most people in the country, customer frustration due to unreliable and unsatisfactory services and inaccurate bills. 2.5 Major recurrent cost expenditure Despite the poor revenue collection, between 60 and 70 per cent of money collected by urban councils is spent on staff salaries. About 50 per cent of these councils are now up to date on their salary payments as at 31 August 2011.

3. Human resources

3.1 Organisational structure

The organisational structure for urban councils and ZINWA provides for the requisite technical positions. However some critical positions within Councils are vacant, e.g. in Mutare the Water Superintendant reports directly to the Town Engineer because of the absence of a Deputy Town Engineer, Water and Sanitation Engineer and Technician. Most Town Councils besides Harare and Bulawayo do not have provision for Customer Care and Public Relations portfolios on their structures. 3.2 Staffing levels and qualifications Top level technical staff has formal qualifications, position specifications and have the necessary experience to perform effectively in both ZINWA Centres and Urban Councils. However most of the lower level staff do not possess formal qualifications but have extensive on-the-job experience and have had some in-house training. In ZINWA the key posts of Catchment Managers and Water Supplies Managers and Finance Officers are filled. However the posts for Water Supplies Engineers and technicians are vacant in some areas. The institutional arrangements for ZINWA of having oversight staff generally based at catchment head offices could be affecting efficient service delivery. For example, the staff tasked with oversight responsibility for Karoi are based in Harare some 210 km away whilst for Beitbridge the staff is based in Bulawayo, 320 km away. ZINWA should ensure the deployment of appropriate senior staff at stations especially towns under its management. Experienced technicians or engineers may be stationed at small towns to improve performance and enhance the linkages with the local council. For some urban councils senior positions are vacant such as those of Town Engineers and Water and Sanitation Engineers and Technicians. In some areas the posts of the Treasurer are vacant. The vacancies in middle management in the technical departments have created reporting “short-circuits” where operatives such as superintendents are reporting to the Town Engineer as the case in Rusape. In extreme cases the absence of senior technical staff has resulted in Planners (Chinhoyi and Gwanda), technicians (Rusape) and at times operatives acting as town engineers. Thus the technical and oversight capacity is low in these areas.

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4. Local industry capacity for water treatment chemicals The main manufacturer for water treatment chemicals in the country is the Zimbabwe Phosphate Industries (ZIMPHOS), a division of Chemplex Corporation. A major challenge faced by ZIMPHOS is non payments by LAs. UNICEF can assist in capacitating local authorities in coming up with effective procurement systems similar to the ones they use which ensure benefits of economies of scale. They can provide the needed training and coaching. They have provided similar capacity building support to the Ministry of Labour and Social Welfare. 5. Impact of the UNICEF water treatment chemical support The support had a positive impact on the lives of around 6 million people in Zimbabwe. LAs and ZINWA have been able to supply treated water of acceptable quality consistently since the start of the chemical support. There were no stock outs and chemicals were no longer a determining factor in urban water supply. Cholera cases are less prevalent with reported new cases declining from 100,000 in 2008/9 to 1,032 by end of 2010 of which a larger portion is now in rural areas compared to urban. This is a complete reversal of what prevailed in 2008/9 according to the discussions held with the WASH Cluster Coordinator. The few customers interviewed in each of the areas studied were generally of the view that the drinking water quality had improved now compared to the period before the chemical support (2008). 6. Recommendations The recommendations have been categorized according to those pertaining to Urban Councils and ZINWA and those for the Government. 6.1 Urban Councils and ZINWA

1. Based on amounts required for chemicals e.g. $2,000 for Shurugwi, $3,000

for Kariba & $15,000 for Zvishavane and that chemicals are about 10% of treatment costs, with prioritization, all entities should be able to take over procurement of chemicals.

2. Prioritize the allocation of funds (~10%) for water treatment chemicals 3. Allocate a fraction of water revenue to O&M 4. Programmatic repairs and replacement of pipes (starting with oldest)

and other identified components. 5. Rehabilitate infrastructure to bring it to a minimum acceptable

level to improve service delivery and create increased revenue collection potential leading to a sustainable service (such repairs should focus on chemical dosing equipment, meters, pumps among other critical aspects)

6. Prioritize funding to repair and rehabilitation in the next 5 years -

the government priorities for investment formulated in 2009 prioritize investment meant to save lives and restore services (emergency).

7. Embark on asset mapping and improved asset management systems.

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8. Auditing of accounts, already a legal requirement (Urban Councils Act and ZINWA Act), should be done in time and accounts published in local media. Submission of budgetary bids for the fiscus should be accompanied by updated audited accounts.

9. Urban Councils and ZINWA should replace all faulty meters

immediately. Most council by-laws give the responsibility of the meter to the customer of which councils will need a small seed fund from their revenue to replace meters and recover the money over a period of time.

10. Ring fencing of water accounts along with separation of bills for

different services should be done for Urban Councils & ZINWA. 11. Urban Councils and ZINWA should adopt a customer focussed

approach which should include establishment of a Customer Care Charter and Unit.

12. Urban Councils and ZINWA should devise more innovative debt

management systems along with the establishment of debt collection units.

13. Councils and ZINWA should outlaw the non-disclosure of bills to tenants by landlords as this is affecting willingness to pay.

14. Improve catchment management including gradual investment in sewage

treatment & disposal plus solid waste to reduce chemical requirements 15. Submission of budgets to MLGRUD or requests for funding from

Government or any other sources should be accompanied by a current water and sanitation strategic plan with clear and objective performance indicators.

16. ZINWA should deploy Engineers/or experienced senior technicians to all towns or Municipalities where it is responsible for WSS. These persons will then take care of surrounding smaller stations to improve oversight and service delivery.

17. Urban Councils should fill all key vacant posts such as Engineers,

Technicians and Finance staff with appropriately qualified personnel. 18. Small towns should review establishments of engineering

divisions and ensure they have adequate requisite skills for effective WSS management.

19. Urban Councils and ZINWA should put in place performance based

contracts for all key staff along with objective appraisal systems, incentives and appropriate autonomy.

20. Minimum quantities of main chemicals required range from 2 Mt [Shurugwi] to 2,000 Mt [Harare] for Alum; 90kgs [Chipinge] to 45Mt [Harare], Chlorine Gas; 70kg [Shurugwi] to 30Mt [Harare] for HTH.

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21. Minimum budget provisions for chemicals which will be required for the chemicals range from US$2,110 [Shurugwi] to US$1,688,400[Harare],

22. Procurement modalities � Local purchase � Off-shore/ regional (enough lead time 4-6 months needed) 23. Procurement strategies. The following options can be considered;

a. Bulk purchase – can consider clustering of councils. UCAZ could assist Urban Councils to form appropriate groupings to ensure economies of scale on the unit price.

b. Real-time monitoring of stock levels needed to avoid stock-outs c. Loaning mechanism between Councils & Catchments only in crisis

times. 6.2 Government

1. Government, through appropriate structures should provide oversight on

the implementation of recommendations made for ZINWA and Councils especially allocation of funds for chemicals and chemical procurement strategies.

2. Enforce submission of audited accounts by Urban Councils and

ZINWA and require publishing of the same in public media. 3. Put in place reporting mechanisms on WSS based on agreed criteria

(e.g. capacity utilization, hours of supply, water quality, staff productivity, UFW, metering, new connections, revenue collection etc). Entities may report to the NAC Urban Sector for now.

4. Rationalise tariff setting and approval procedures (review and adopt

recommendations of the current tariff study). Government should make the reasonable reduction of UFW one of the pre-requisites before tariff increases can be considered. This will force entities to invest in O&M and improve efficiency.

5. Government should consider insisting on a reasonable lifeline tariff for the poor in view of the current economic crisis which has left about 90% of the eligible population unemployed.

6. Ensure that relevant oversight bodies such as SAZ, NSSA, and

EMA should enforce compliance with appropriate drinking water quality, health and safety regulations and pollution control by entities. Specifically government should improve water quality surveillance to protect public health through the MoHCW for now.

7. Establish clear guidelines for staffing levels for WSS including linkage

to service offered e.g. number of staff per 1000 connections. This will ensure increased staff productivity and reduce salary and wage bill leading to more funds for O&M.

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8. In the 2012-15 budgets priority should be to support entities to rehabilitate infrastructure. Government should work hand in hand with development partners to ensure priority is given to rehabilitation. Tied to this funding to entities (from fiscus and development partners) should be the requirement for objective measurable outcomes to be used as the basis to assess performance for entities funded along with the formulation of a monitoring mechanism (the newly established NCU could be capacitated to assist in this regard together with the IDBZ).

9. Enforce Urban Councils to allocate a significant amount of water

revenue to service delivery. This will enable procurement of water treatment chemicals and O&M (all repair works, installation of chemical mixing and dosing equipment, restoration of pumping capacity, flow meters, and water quality monitoring equipment). Government policy stipulates 70%, however there may be need for government to review the build up to this 70%.

10. Assist /expedite the setting up of dedicated power lines to WTPs. 11. EMA should enforce and assist in proper sewage treatment and

catchment management to prevent pollution of raw water sources.

12. Expedite the review and enactment of necessary legislation to promote accountability, private sector participation and improved service delivery � Water policy (already underway) � Water and Sanitation Act (after the water policy), � Tariff setting guidelines (underway) � Independent regulatory framework

13. Government should pilot other institutional models for water supply that

allow efficiency and accountability such as water utilities or regional water boards with room for private sector involvement (lessons could be drawn from Zambia, Malawi and Uganda). ZINWA Catchments could be made to operate autonomously.

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1. INTRODUCTION

PricewaterhouseCoopers (PwC) was engaged by UNICEF Zimbabwe on behalf of the Ministry of Local Government, Rural and Urban Development (MLGRUD) and the Ministry of Water Resources Development and Management (MWRDM) to carry out an assessment of the impact of chemical support for the 20 local authorities and selected Zimbabwe National Water Authority (ZINWA) water stations that have benefited from the support provided in the form of water treatment chemicals since early 2009. In addition, PwC was required to develop a town specific phase-out strategy and cost recovery plan. 1.1 Background Prior to the year 2000, Zimbabwe had attained high standards of providing water and sanitation services and by the early 1990s was widely regarded as a leading example in the region. In urban areas the supply of potable water had reached 95 per cent while improved sanitation facilities were available to 80 per cent of the resident population. Since the mid to late 1990s budget funding fell drastically due to many factors including the withdrawal of funding to government by multi-national institutions. The funds available became scarce and government resources were over-stretched and became inadequate for funding of capital expenditure and major repairs and rehabilitation for all sectors including water and sanitation. Before this period, government traditionally funded capital and major repair and rehabilitation works for councils and ZINWA (then, the Department of Water Development) under the Public Sector Investment Programme (PSIP). In addition to this, public institutions as well as water supply and sanitation entities were able to borrow from multi-national banks through government and also from the private sector. It therefore meant that the tariff was meant to cover basic O&M. The failure by government to provide funding and the economic collapse which saw even local financial institutions failing to lend money, resulted in no or low maintenance in infrastructure leading to total infrastructure collapse. This gave rise to poor service delivery by urban councils and ZINWA as well as increased water losses due to ageing infrastructure and non-functionality of meters. Customers increasingly became reluctant to pay for the service against a background of hyper-inflation which left the population with little disposable income. Consequently revenue collection efficiency for ZINWA and urban councils for all services including water declined to all-time low levels reaching 10% in some areas around 2008/2009. The water supply agencies (ZINWA and urban councils) increasingly became unable to finance their operations including salaries for staff. The cholera outbreak of 2008/9 which claimed about 4,300 people was linked to the collapse in water and sanitation services. The cholera outbreak prompted humanitarian agencies to embark on a number of interventions aimed at: (i) avoiding further loss of life through water borne diseases especially cholera; (ii) restore water and sanitation services; and, (iii) contribute towards sustainability of the services beyond humanitarian support through capacity building and other initiatives. One of the interventions for reduction of loss of life through water borne diseases was the supply of chemicals to urban and rural centres where there is central treatment of water incorporating the use of chemicals. At the height of the cholera epidemic in late 2008 it became clear that urban councils/ZINWA were facing difficulties in operating the water and sanitation systems and also in procuring essential chemicals needed for water treatment. As a result drinking water was not treated properly in most areas and was therefore not safe. Furthermore almost all urban councils and ZINWA were unable to deliver adequate quantities of water, thereby forcing residents to fetch water from unsafe sources, thus creating a further risk of cholera.

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From February 2009, UNICEF Zimbabwe has been supporting 20 Urban Councils and ZINWA with three water treatment chemicals namely, aluminium sulphate, chlorine gas and High-Test Hypochlorite (HTH), as a cholera mitigation intervention. The support was meant to ensure production of safe drinking water as entities were unable to finance purification of raw water. To date UNICEF has procured water treatment chemicals including aluminium sulphate, high-test hypochlorite and chlorine for 20 urban councils and seven catchments of ZINWA, benefiting an estimated six million people. These included about 22,104 tonnes of aluminium sulphate with an additional 15,547 tonnes in liquid form, 1,205 tonnes of chlorine gas and 294 tonnes of HTH. UNICEF has engaged the urban councils and ZINWA on phasing-out its support for water treatment chemicals since early 2010. In this context, UNICEF also supported organisation of a national-level consultative meeting on the development of the phase-out strategy for water treatment chemicals in November 2010. The meeting was led by the MWRDM and MLGRUD and attended by the major urban councils and ZINWA. In that meeting, it is reported that all the urban councils, except Harare, expressed their inability to take over procurement of water treatment chemicals citing several reasons including low cost recovery, inappropriate tariff structure and prevailing economic challenges in the country. It is also reported in that meeting that there was a general consensus among the urban councils and ZINWA that withdrawal of support for water treatment chemicals could lead to an upsurge and/or recurrence of cholera and other water borne diseases. UNICEF support for procurement of chemicals, which was originally planned to end in December 2010, was then extended to June 2011 at the request of government after it was found that most of the water supply authorities were not in a position to take over full responsibility to finance their water treatment. By the end of June 2011, the Government again requested UNICEF to extend the water treatment support for a further nine months from July 2011 to March 2012 and also to formulate a phased withdrawal approach. The Government, through the ministries of MLGRUD and MWRDM with support from UNICEF commissioned PwC to carry out a comprehensive study of all major urban councils which formed the basis of initial procurement of aluminium sulphate and chlorine (HTH and gas). Following contract negotiations and subsequent client meetings, a steering committee for the study was formed which was made up of members from the following institutions:

• MLGRUD (Secretariat as well as Chair for the committee) (3 people);

• Urban Councils Association (UCAZ)/Zimbabwe Local Government Association (ZLGA);

• MWRDM;

• Ministry of Health and Child Welfare (MoHCW);

• Ministry of Finance (MoF);

• UNICEF;

• ZINWA;

• NCU Secretariat for NAC;

• Zimbabwe Electricity Supply Authority (ZESA);

• Environmental Management Agency (EMA);

• Engineers Forum;

• World Vision;

• GIZ; and,

• PwC (the Consultant).

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The role of the Steering Committee (SC) was to provide overall oversight and guidance to the team of consultants. The SC was also responsible for assisting with the logistics and communication with the management of the urban councils and the selected ZINWA catchments which were to be part of the study. 1.2 Objectives The overall objective of the assignment was to carry out an assessment of all 20 local authorities and 14 selected ZINWA water stations (two per catchment); to evaluate the impact of the chemical support and develop a town-specific phase-out and cost recovery plan. The specific objectives are to: - conduct an impact assessment of UNICEF’s water treatment chemical support in

the selected areas; - develop a town specific phase-out strategy for UNICEF and cost recovery plan for,

urban councils; and, - manage and document high level consultative meetings between UNICEF and

relevant ministries, Urban Councils Association of Zimbabwe (UCAZ) and local councils/ZINWA to agree on future strategies for chemical provision.

1.3 Scope

The consultant was expected to cover several aspects in order to address the requirements of the terms of reference. The specific aspects to be addressed include:

• review relevant information/records/reports pertaining to “support to water treatment chemicals” available from UNICEF, urban councils and ZINWA;

• based on the above, develop conceptual framework for impact assessment along with clear evaluation indicators and methodology/protocols to be used for collection of relevant data/information in this regard;

• collect information on water treatment systems; chemical requirements; chemical supply/procurement mechanism (including chemicals supplied by UNICEF, towns/ZINWA and other agencies) and usage in treating drinking water in all named urban councils and selected ZINWA stations;

• analyse all data on chemical use, chemical supply/procurement (UNICEF versus other agencies), water production and distribution and beneficiaries, developing comparative tables for urban WTPs and ZINWA’s stations and assess efficiency;

• review the existing budgets of the towns/ZINWA for procurement of chemicals and establish the revenue collection and chemical’s purchasing capacity of cities, towns and ZINWA;

• make an in-depth analysis of the urban water supply system with particular reference to water treatment chemicals and make recommendations on a viable strategy, with special focus on enhancing the cost recovery, along with timeframe for each council and ZINWA to take on responsibility for procurement of their own supply of water treatment chemicals;

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• produce a draft report detailing, inter-alia, assessment methodology and key findings of the study, achievements of UNICEF-supported water treatment chemicals supply interventions, impacts of contribution made by UNICEF, gaps/issues, lessons learned for recommendations, including a comparative analysis between cities/towns - to include a brief executive summary and recommendations;

• produce a draft report for each town/centre visited highlighting key opportunities and constraints and recommending a phased handover/takeover strategy as well as mechanism for cost-effective procurement of water treatment chemicals at the town and/or central level;

• develop a presentation for high level meetings with government, present the key issues and assist facilitation and reporting of said meetings; and,

• revise the draft reports in light of MLGRUD, MWRDM and UNICEF comments/feedback.

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2. ASSESSMENT APPROACH AND METHODOLOGY

2.1 General approach

The general approach adopted in carrying out the assignment was predicated on active engagement with all key stakeholder groups. The assignment was carried out using secondary and primary data collected through a rapid appraisal approach. The execution of the assignment was structured in three inter-linked phases namely inception, data collection and data analysis and report writing. The assessment focussed on three main areas, which are, the technical (water treatment and reticulation system); the financial; and, human resource management aspects. Sound management of water supply system is affected by the status of the infrastructure, the financial arrangements in place which include, for example, the tariff level, revenue collection and allocation of resources. It is also affected by the management and operational approach a factor linked to the human resources available. 2.2 Methodology Following the award of the contract, several discussions were carried out between the Consultant and UNICEF. These were detailed in the Inception report which was submitted during the early stages of the assessment. The data collection tools were presented to, reviewed and approved by the Steering Committee. After the initial meetings PwC commenced executing the assignment by collecting and reviewing the available background documents. 2.2.1 Review of relevant documentation and development of data collection

instruments Relevant project documents were collected from UNICEF and reviewed by the study team as a prelude to primary data collection. The findings of the document review informed the design of primary data collection tools. The areas studied are in Table 1. Table 1: Areas visited and assessed Cities (7) Municipalities

(7) Towns (5) ZINWA (13)

Harare, Bulawayo, Gweru, Mutare, Kadoma, Kwekwe, Masvingo

Bindura, Chegutu, Chinhoyi, Kariba, Marondera, Victoria Falls, Gwanda*

Beitbridge* Chipinge, Rusape, Shurugwi, Zvishavane,

Gwayi Catchment – Hwange, Nkayi; Manyame Catchment – Banket, Karoi; Mazowe Catchment - Glendale, Shamva; Mzingwane Catchment – Plumtree Runde Catchment – Great Zimbabwe, Mashava; Sanyati Catchment – Mvuma, Chivhu; Save Catchment – Zimunya, Checheche.

*For Gwanda and Beitbridge ZINWA supplies treated water but distribution is done by the LAs.

Given the number of sites that were to be visited, 32, (see Table 1), a rapid assessment approach was adopted incorporating both formal and informal survey methods. The approach involved use of the following data collection techniques; physical infrastructure

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and operations assessment, key informant interviews, customer surveys, focus group discussions, review of documents and records at each centre and observations.

Data collection tools

Several data collection tools were then developed and these included checklists and structured questionnaires. The list of tools developed are as follows; - benchmarking checklist; - council questionnaire; - culture survey questionnaire; - customer care checklist; - finance tool; - health impact questionnaire; - household survey questionnaire; - institutional-industrial-commercial questionnaire; - water reticulation assessment; - water treatment evaluation tool; and, - laboratory assessment questionnaire. The detailed tools are in Appendix 9. The tools were presented to the Steering Committee for comments. The comments from the Steering Committee were incorporated before the tools were finalized. 2.2.2 Fieldwork

To speed up the data collection exercise, the study team was split into two. Each team was led by a Civil Engineer. Two junior accountants were engaged with each joining one of the teams, both under the guidance of the Finance Consultant. The two teams were each made up of a civil engineer, an accountant and a human resource practitioner. The study sites were divided into two clusters, eastern and western. The sites in the eastern cluster were Bindura, Chipinge, Kariba, Marondera, Masvingo, Rusape, Mutare and Zvishavane. The ZINWA Catchments and respective water supply stations in the eastern cluster were Mazowe (Glendale and Shamva), Manyame (Banket and Karoi), Save (Zimunya and Checheche) and Runde (Great Zimbabwe and Mashava). Harare was covered by both teams. The remaining sites were in the Western cluster and these are Beitbridge, Bulawayo, Chegutu, Chinhoyi, Gwanda, Gweru, Kadoma, Kwekwe, Shurugwi and Vic Falls. The visited water supply stations in respective ZINWA catchments were Gwayi (Hwange and Nkayi); Mzingwane (Plumtree) and Sanyati (Chivhu and Mvuma).

The Government seconded two members to the study team. The field work started on the 4th of August 2011 with consultations with Harare Water officials before the team was split. This ensured the team members had similar experiences in administering the tools before splitting. Discussions with Harare Water targeted the four departments of Finance, Works, Human Resources and Health. The main water treatment works for Harare, Morton Jaffray was visited and assessed by the two Civil Engineers.

Visits to other town sites started on the 10th of August through to the 9th of September 2011. Different categories of staff including heads of relevant departments of Urban Councils and ZINWA Catchment Offices related to water treatment and supply such as finance, human resources and engineering were interviewed. Some of the staff members were interviewed through focus group discussions. Infrastructure assessment and review of practices and operations especially related to chemical usage also formed part of the field work. Photographs of unique features observed in the field were taken.

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2.2.3 Stakeholder consultations

Key informant interviews

After the completion of site visits, stakeholder consultations continued in Harare. Key informant interviews were held with representatives of the following stakeholder groups; • ZINWA – Head Office staff; • Government officials of relevant ministries – MWRDM including NAC and NCU,

MLGRUD and MoF; • Urban Councils Association of Zimbabwe (UCAZ); • Donors – United Nations Office for the Coordination of Humanitarian Affairs

(UNOCHA), African Development Bank (AfDB), Australian Aid (AusAID) and Department for International Development (DFID);

• NGOs – ACF, German Agro Action, World Vision and the WASH Cluster; and, • Consumer representatives – Combined Residents Association and customers. 2.2.4 Challenges encountered

Communication with the urban councils and ZINWA Catchment offices was a challenge for many reasons. This was also affected by training of senior urban councils’ staff which was ongoing during the study period. Poor record keeping and absence of key asset inventories were also an aspect which affected the pace and quality of data collected. In Bindura and Marondera some key financial documents were not availed. In general there is poor information management among water supply agencies and this seriously affected the data collection. In conclusion the whole data collection exercise therefore took longer than was planned. 2.2.5 Contribution of stakeholder workshop and client comments to the

main report

A stakeholder workshop was held where the findings of the study were presented and discussed; see Appendix 5 for a summary of the workshop proceedings. The comments from the stakeholders were incorporated into the draft report. The draft report was then submitted to the client (MLGRUD and UNICEF) for comments. The comments from the client were incorporated and a final report produced. Subsequent to the production of the final report two high level presentations were done, the first one to Senior Government Officials and development partners and the other one to key officials from Urban Councils and ZINWA. Some decisions on the way forward were made, see Appendices 6 and 7 for summaries of the proceedings of these high level meetings.

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3. STUDY FINDINGS AND DISCUSSIONS Findings from the assessment of the three key areas formed the basis for the development of the recommendations and the phase-out strategy. 3.1 Technical aspects Technical aspects were studied by carrying out physical inspection of the treatment plants and raw water abstraction systems, review of practices and operations, discussions with key staff (including Town Engineers, Technicians and/or Superintendents), questionnaires on the status of the distribution system as well as review of existing documentation and records. The technical assessment at each centre was categorized into two main components, the water treatment system and the water distribution system. The water treatment system covered aspects from the raw water source, the abstraction and conveyance to the treatment works, and the treatment plant. Specific areas of focus included the general status of the WTP i.e. capacity utilization, status of chemical preparation and dosing equipment including chemical use efficiency, flow metering and functionality of key treatment components such as sedimentation tanks, filters, and raw and clear pumping equipment. The assessment of the distribution system for treated water started from where the water leaves the treatment plant, the pumping and conveyance system up to the point where the water is accessed by customers. Specific issues assessed included the status of the distribution system including age, capacity and status of booster pumps, capacity and status of service reservoirs, water loss and metering. 3.1.1 Water treatment system

3.1.1.1 Raw water sources

In all the towns studied, surface water is the major source of raw water. Other sources of water used by the other centres include boreholes and sand abstraction systems (e.g. Nkayi, and Chipinge). Surface water sources are vulnerable to pollution from runoff, sewage as well as industrial effluent. The types and amounts of chemicals needed to treat water are directly related to the quantity and quality of the raw water. During the assessment local authorities which are abstracting water from sources with little contamination and/or with a large dilution factor use less chemicals. Kariba, for example, is mainly using a disinfectant to treat their water whilst Harare uses 8 types2 of water treatment chemicals. Chinhoyi also obtains raw water from a heavily polluted source (Figure 1a).

2 See Appendix Table 1 for the list of chemicals used by each of the assessed water treatment centres.

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(a) Raw water source for Chinhoyi. (b) N’cema WTP built in 1940 Figure 1: (a) Raw water source for Chinhoyi and (b) N'cema WTP built in 1940 3.1.1.2 Age of WTPs

The oldest components of the assessed WTPs are 70 years old (Figure 1b) but most are within the 30 to 50 year range. What was noticeable at most of the WTPs assessed was evidence of lack of basic maintenance service especially during the last decade which was exacerbated by the worsening economic environment in the country as a whole. Most of the smaller ZINWA systems are in need of rehabilitation works. The concrete structures are still intact although some of them need cleaning but the metal components are corroded and they need replacement. Some of these smaller ZINWA stations have most components at the water treatment plants and reservoirs made from bricks and they need urgent rehabilitation as leaks are evident at stations such as Mashava in Runde Catchment and Chivhu in Sanyati Catchment. There are no planned maintenance schedules at all the WTPs studied. It is mostly based on ad hoc arrangements. As a result some centres reported accumulation of sludge in the sedimentation tanks, the sump and even reservoirs hence there is need to urgently address this issue. 3.1.1.3 Water treatment systems

Conventional treatment systems incorporating coagulation, flocculation, sedimentation, rapid sand filtration and disinfection are used in all assessed WTPs.

There are no written guidelines or manuals for operation and maintenance at all the water treatment plants assessed. The sedimentation tanks and rapid gravity sand filters that are in most Local Authorities are in need of repairs although in a few areas these have been rehabilitated and the media changed in the past 2 to 3 years. At ZINWA stations some of the sand media has not been changed in over 10 years. In Shamva in the Mazowe Catchment the sand media was last changed in 2002 whilst in Zimunya WSS, in the Save Catchment area only the top layer of the sand media was removed three years ago. In Mashava WSS in the Runde Catchment area the sand media was last changed in 2004.

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3.1.1.4 Chemical dosing

Except in a few cases (Harare, Bulawayo, Beitbridge and Marondera) most plants use only two treatment chemicals, alum and chlorine (or HTH). In a few cases lime is used to correct pH. The assessment of the use of chemicals focussed mainly on alum and chlorine which are also the chemicals that were provided by UNICEF. Alum Type of coagulant All WTPs in Zimbabwe use Aluminium Sulphate for coagulation. Cities and towns use Chlorine gas for disinfection and small centres tend to use HTH. In most cases the alum used is of the granular type with only Harare reported to be using liquid alum. Reasons for this could be linked to the fact that granular alum is easier to handle and store compared to the liquid type although preparation is required on site. Where large quantities are required, as is the case in Harare the preparation on-site becomes a complex process.

Determination of dosage Determination of the appropriate quantity of chemicals to be used could be a major problem as in some areas the expected dosage is not determined using the standard approaches. For alum, dosage is determined using the Jar Test method at 21 out of the 32 (66%) WTPs assessed. The Jar Test method is the most recommended method for coagulant determination (see Appendix Table 2 showing the various methods used to determine chemical dosages). The remaining 34 per cent of the WTPs rely on estimates of quantity required based on the prior experience of the staff members involved. Although knowledge on the need to properly determine dosage requirements exists, the absence of functional meters for both raw and clear water presents a serious challenge for optimum chemical usage. The record keeping of the results established using the Jar Test method and their interpretation appears to be an area requiring strengthening. The study teams also established that in a few cases the Jar Test method was actually “improvised” as in the case at the Nc’ema WTP in Bulawayo where the mixing is done manually instead of using mechanical mixers in the proper jar tests. The actually quantity of chemical used to treat the water varied from place to place and appears to be determined on the basis of the quality of raw water. Examples of areas where the quality of raw water is regarded as poor include Harare (Lake Chivero), Marondera, (Rufaro Dam), Chinhoyi (Manyame River) and Kwekwe. Poor sewage and solid waste management were reported to be key factors contributing to poor quality of raw water sources and the most affected areas are those with surface water sources that are situated in the same catchment as the town or those downstream of larger cities. Chemical preparation and dosing Dosing equipment is largely non-functional with 72 per cent of the treatment plants having either non-functional or partly functional dosing equipment (see Appendix Tables 1 and 2 for details of the functionality of dosing equipment). Some of the reasons cited for the state of affairs relate to old age of the equipment. In Bulawayo, for example, the equipment has not been replaced since the 1940s. In some areas such as Gweru, Plumtree and Banket, the dosing equipment is completely run down and beyond repair. It was established that the original design for treatment plants for cities and towns incorporated proper chemical preparation and dosing equipment while for very small plants especially those for ZINWA (Mvuma, Chivhu and Nkayi) no provision for proper chemical preparation and dosing were included in the design.

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As a result of the non-functionality of the dosing equipment operators have devised improvised approaches for chemical mixing and dosing (see Figure 2). Where there are no proper mixing facilities, plastic containers (drums) are used for mixing the chemical using long sticks for stirring. Although there appeared to be knowledge on determination of mixing proportions, the stirring was irregular thus the contents of the tank would be far from being homogenous. In small stations where the dosing pumps are not working, drip feeding from a drum is used. At large works siphoning system was being used e.g. (Gwenoro in Gweru). The short-comings of these approaches are that flow falls exponentially with time as the water level (head) falls in the tank. Furthermore since in areas where mixers are not working the alum settles to the bottom and the contents of the dosing tank are not homogeneous this creates risks of ineffective and inefficient use of chemicals. The alum is generally dosed at a turbulent section of the inlet channel or point. At these points there are hydraulic structures such as weirs, flumes or other components that cause turbulence including hydraulic pumps. In some cases the dosage has been at inlets to the sedimentation tank resulting in potentials for inadequate time for coagulation and floc formation. Thus, mixing is by hydraulic action generally. Because of non-functionality of dosing equipment the dosing points have been operationally altered. This could be having an effect on the contact time for flocculation before sedimentation leading to poor settling.

(a) Improvised Alum dosing at Mvuma WTP

(b) Improvised Alum dosing at Plumtree WTP

(c) Old dosing equipment at Criterion WTP, Bulawayo

Figure 2: Improvised Alum dosing and old dosing equipment at some assessed WTP sites Disinfection Type of disinfectant

Chlorine is the disinfectant used throughout the country. At most of the water treatment plants especially large ones the design disinfection method incorporates the use of chlorine gas while smaller stations especially those managed by ZINWA use HTH. At the large works HTH is used as a standby facility including for cleaning plant units to reduce algae growth.

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Determination and preparation of chlorine

Chlorine demand tests were reportedly carried out to determine the dosage of chlorine at centres where there are good central laboratory facilities. These areas were mainly large urban centres such as Harare, Bulawayo, Kwekwe, Masvingo and Mutare. Elsewhere, the chlorine dosage was based on a target residual chlorine level as the water leaves the treatment plant. The commonly reported target residual chlorine level was 1.0 mg/l as the water left the plant and it was hoped that it would be 0.2-0.5 mg/l at the customer tap. Expected levels at the tap varied from area to area although it was clear that the operators were aware of the recommended range of 0.2-0.5 mg/l. The lack of consideration for the overall retention time of the water in the distribution systems and absence or irregular testing for chlorine in the distribution system could result in inefficient disinfection. For example, a target residual chlorine of 1.0 mg/L in Nkayi with a much shorter reticulation length could result in higher levels of residual chlorine at the tap compared to a longer distribution system in Kadoma given that chlorine decays with time.

Dosing equipment

Where gas is used chlorinators were present. However there are a few cases, such as Chegutu and Shurugwi, where chlorinators have been installed but were still to be commissioned at the time of the assessment. In some areas, such as Zvishavane, the chlorinators installed failed to work mainly due to low pressure from the service pumps. All gas chlorinators found at the different stations have flow measuring devices enabling the operators to determine the flow rate accurately. Most cities and towns use chlorine gas with smaller ZINWA stations using HTH. In areas where chlorinators are not functional and also where there are no dosing pumps for HTH, operators use drip (gravity feed) dosing for HTH. For both chlorine gas and HTH it is generally dosed either at the filter outlet channels or at the entry to the clear water storage tanks. The problems associated with the drip dosing of HTH are very similar to those discussed for alum. It is important to note that the inaccurate dosage of chlorine (gas or HTH) has a more direct impact on health compared to alum as a result of bacterial content of poorly disinfected water.

Follow up discussions with representatives of the various water treatment facilities, UNICEF and other development partners involved in the ongoing rehabilitation works suggest that since the conclusion of the fieldwork for this review mission, the dosing equipment for use in dispensing both alum and chlorine has either been installed or commissioned in most of the towns. It is important to highlight though, that in many of these stations this equipment was non-functional at the time the fieldwork was done by the consulting team. 3.1.1.5 Quantities of main chemicals needed by LAs and ZINWA

The estimated quantities of chemicals required for each of the areas are presented in Table 2. Owing to the time allocated for the field work it was not possible for the study team to carry out the full investigation required to determine the dosage i.e. performing the jar test and assessing chlorine demand over an extended period of time. For this reason quantities are based on average estimates obtained from the respective LAs and ZINWA.

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Table 2: Quantities of main chemicals required by LA and ZINWA per month from 1 April 2012

Town/Catchment Aluminium

Sulphate (MT) Chlorine Gas

(kg)

HTH (kg)

1 Beitbridge 8.00 140 750 2 Bindura 25.00 560 900 3 Bulawayo 200.00 4,000 800

4 Chegutu 20.00 1,050 75 5 Chinhoyi 30.00 1,540 400 6 Chipinge 6.00 90 180 7 Gwanda 9.00 272 630 8 Gweru 56.00 3,600 600 9 Harare 2,060.00 45,000 30,000 10 Kadoma 24.60 1,500 300 11 Kariba 0 600 300 12 Kwekwe 142.60 4,563 3,720 13 Marondera 21.60 1,350 1,000 14 Masvingo 30.00 1,500 400 15 Mutare 12.45 700 800 16 Plumtree 11.25 140 400 17 Rusape 6.00 560 200

18 Shurugwi 2.00 140 70 19 Victoria Falls 9.00 900 300

20 Zvishavane 17.50 0 675 21 ZINWA (All catchments) 130.00 0 8,000

Total - All LAs & ZINWA 2,821.00 68,205 50,500 *Based on estimates from the entities

As already highlighted the quality of raw water determines the types and quantities of chemicals needed for treatment. For cities such as Harare which are situated in the catchment area of their main surface water storage facility, the raw water quality is highly polluted and the city is using up to 8 different types of chemicals at very high dosages when compared to other areas. Kwekwe and Kadoma are comparable towns in terms of population sizes but Kwekwe uses almost five times the quantity of Alum used in Kadoma. This is because the raw water supply to Kwekwe is more polluted than that of Kadoma. Furthermore, Kwekwe is perhaps the third largest plant in terms of production after Harare and Bulawayo. Kwekwe also supplies Redcliff and ZISCO Steel, which takes a significant portion of the treated water. On the other hand, Kariba does not use alum at all because of the good quality of their raw water from the Kariba Dam. The quantities suggested by the entities are comparable to those UNICEF has been ordering. During the assessment LAs and ZINWA pointed out that the quantity of chemicals which were being supplied by UNICEF were adequate. The erratic supply of electricity in some areas is affecting capacity utilization and consequently chemical usage. It could be that changes in power supply regimes could account partly for the chemical variations.

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3.1.1.6 Functionality of key components

In order to establish the status of the water treatment systems the functionality of key treatment systems was assessed. These included the assessment of the functionality of: raw water abstraction pumps; raw water flow measuring devises; chemical mixing facilities; chemical dosing equipment; sedimentation tanks; filters including backwashing equipment; clear water pumps; and, clear water flow meters. The summary of the functionality of treatment plants studied is presented in each town report.

Raw and clear water meters

Although there are meters installed in over 80 per cent of the plants visited, only a few are still operational. Operators at centres without functional meters estimate water flow based on pumping rates and pump running hours while the basis of estimates is not clear at other centres. Thus flow figures could be inaccurate thereby affecting optimum chemical usage.

Chemical mixing and dosing equipment

This is perhaps the most affected part of the treatment plants visited (see earlier section of chemical dosage). No proper mixing facilities are available at 60 per cent of the plants assessed. Almost the same applies with respect to the presence of appropriate dosing equipment especially for dispensing alum. The low level of functionality of the dosing equipment has a direct impact on the safety of the water supplied. This is made worse by the non-functionality of flow meters at the plants as well as the approaches used to determine dosage. Replacement/repair of chemical dosing equipment should be taken as a priority in the exit strategy.

Sedimentation tanks

In large towns the sedimentation tanks are rectangular in shape and de-sludged by means of hydraulic energy or by using a pulsating system. Pulsating systems were found in Harare and Bulawayo. In smaller centres, such as Nkayi, Plumtree, Mvuma, Mashava and Chivhu, circular tanks incorporating a flocculation zone at the center were common. The sedimentation tanks are generally functioning well at all the plants. There are cases where proper functioning of the sedimentation tanks has been affected by equipment which includes pulsators at large works and de-sludging systems (Bulawayo). Where some of the sedimentation tanks are not working this has throttled plant output. In areas where they are being used despite some minor faults this has resulted in carry-over of solids to filters necessitating more frequent backwashing. Desludging valves are faulty at a number of plants and this has affected the de-sludging and efficient operation of the sedimentation tanks. A few of the sedimentation tanks observed, such as at Checheche WSS, have never been de-sludged. At Ngezi WTP in Zvishavane the sedimentation tanks could not be de-sludged because the system was not functional. Sludge from the tanks is generally discharged into the environment although there are sludge lagoons in areas such Bulawayo, Kwekwe, Kadoma and Karoi which are not functioning properly due to breakdown of equipment especially valves and supernatant return pumps. Generally the sedimentation tanks have not been refurbished for some time and are thus in need of repair. Hand rails, walk ways and other fittings are now rusty and there is clear evidence that they have not been painted in recent years.

Filters

There is rapid sand filtration at all WTPs assessed and all are gravity down flow type filters except at Chipinge where there are rapid up flow type filters. In a few of the local councils and ZINWA stations the filtration media was changed in the past two to three

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years under an urban rehabilitation project supported by development partners (including UNICEF). However in some of the stations the filter media has not been changed and at times for periods exceeding ten years. This has resulted in low levels of sand media which is in some cases below 300mm (30cm) compared to the design depth of around 100cm (1m). In addition, some filters at a number of water works which include Beitbridge, Kwekwe, Gweru, and Marondera, have cracked filter bottoms. The low sand levels and the cracked filter bottoms have resulted in short retention of the water during filtration creating risks of high level of solids in treated water. This has complicated filtration. The filters have been backwashed frequently thus consuming a lot of the filtered water and reducing plant output. Harare has been seriously affected by the need for frequent backwashing against a background of low sand and very poor quality raw water. Backwashing frequency has been ranging from 4 to 6 hours thus constraining the plant output due to down time of the filters during backwashing and also due to excess requirements of clean filtered water for backwashing. Filter efficiency is affected by raw water quality and also the efficiency of the coagulation sedimentation process.

Filter inlet and outlet valves are also not functional at most of the water works and this has complicated the backwash process which requires that inlet and outlet valves to be closed. As a result of the poor state of the valves, they cannot close during backwash and a lot of filter media has been lost through the inlet when backwashing. In other areas operators have adopted makeshift arrangements to close the valves during backwashing. Other operational issues affecting the effectiveness of the filters include: non-functional backwashing equipment, non-functional and clogged nozzles, and sand being washed out during backwashing.

In conclusion, the poor state of filters at most of the water works is affecting the plant output and also the overall quality of the treated water. Although not studied in detail the poor performance of the filters leads to increased demand for chlorine thus increasing chemical usage.

Clear water pumps

Clear water pumps are generally very old and in most cases broken down. There were cases where the raw water pumping capacity was 50 per cent or less (e.g. Kwekwe, Chivhu, Chinhoyi, Shurugwi, Mvuma and Bulawayo) thus creating a serious water supply risk. In terms of clear water pumping the situation was the same for Gweru, Plumtree, Kwekwe, Kadoma, Chivhu, Shurugwi and Mvuma. There is no functional standby capacity throughout. Consequently the functional pumps are running continuously and are overstretched with some showing signs of serious wear and tear as evidenced by leaking seals and packings. Valves are also leaking and non-return valves are commonly not fully functional resulting in frequent damage to the pumps and motors, thus further worsening the situation. There were a number of small water works where only one pump is working. Thus the limited pumping equipment is one major contributing factor to poor water availability in study areas and this is serious where power supply is erratic.

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(a) Poorly maintained WTP

(b) Broken down dosing equipment

Figure 3: Poorly maintained WTP and broken down dosing equipment in Chivhu 3.1.1.7 Record keeping and information management at WTPs

The assessment revealed that there is no uniform or set pattern of operation and maintenance of water treatment plants. Even record keeping differs from plant to plant within the same organization such as ZINWA. There were no readily available daily records on water production and chemical consumption patterns at some of the water supply centers. Information and records on water production is not consolidated. Asset registers of key equipment are also non-existent and where they exist they are poor, not comprehensive and usually not up-to-date. In some cases institutional memory exists among long-serving staff members. Some of the critical information obtained during this assessment was coming from individuals and not written records. Critical operating information such as the actual water demand was not known in over half of the water supply centres assessed. In a few places such as Masvingo a complete breakdown of estimated water demand by category of consumer (institutional, domestic, commercial enterprises) was given. Lack of proper information management systems is affecting proper planning and operations. This could also result in failure to identify critical areas for interventions to bring systems back to normal. Thus information management is an area that needs attention in order to improve service delivery. 3.1.1.8 Plant operation and maintenance

There are no written guidelines, or manuals of operation and maintenance for most water treatment plants visited. In some areas senior plant operators reported that the operating manuals were available although they were unable to produce copies. In Bulawayo the superintendent for Criterion WTP had a copy of the plant manual and also reported that senior attendants had copies. In some areas where NGOs had assisted in rehabilitation they had prepared brief operation notes which were available (for example in Kadoma). While some water treatment plants are very well maintained and operated such as Odzani Water Treatment Plant in Mutare, Criterion Water Works in Bulawayo, and Gwanda Water Works in many cases the situation was far from satisfactory. The general

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state of the WTPs visited showed lack of proper care and maintenance. Common scenes at these facilities were, wet floors, and corroded metal components which badly need painting, dirty floors, and broken windows. Given that these plants treat water for human consumption a corresponding standard of hygiene and cleanliness at such sites is usually a requirement. At the majority of water treatment plants for LAs there was some form of rehabilitation of water infrastructure under way or recently completed with assistance from different development partners. Because of the extent of the breakdown in the water supply system and the huge financial requirements to bring them back to normal operation, the rehabilitation works were largely partial and of an emergency nature i.e. aimed at quick fixes with quick returns. 3.1.1.9 Welfare and logistics

There is no installed telephone or radio communication at most of the WTPs that were assessed. Only Rusape, Marondera and Gweru had radio communication systems. Operators generally rely on personal mobile phones for communication. The lack of adequate logistical resources (mainly communication and transport) is affecting efficient service delivery and has resulted in uncoordinated operations of different units of the water supply system (intake, water treatment, reservoirs or booster pumps). In Chivhu and Plumtree there is no cell phone network coverage at the water works and intake works respectively and as such communication between key units in these areas has been poor resulting in no supply at times or reservoir spillages. The team observed signs of spillages at the reservoirs at the growth centre in Chivhu and this could be as a result of poor communication. Also there is inadequate provision of safety clothing. The absence of vehicles especially at treatment plants is certainly resulting in low monitoring of outlying water supply units especially during the night. Employees reported that they walked for distances of at times 5 to 10 km to perform duties. In some areas there is poor internal and external lighting. This situation certainly affects night operations given that employees in some areas cited fear of snakes and other dangerous creatures. There is need to provide adequate resources and protective clothing for staff members. 3.1.1.10 Electricity challenges

Power cuts are still affecting several WTPs although the situation is reported to have improved. Most WTPs rely on electricity to treat and pump raw water and bulk treated water. Distribution of water is generally by gravity. Availability of power is one of the current critical determinants in the ability of WTPs to produce adequate safe drinking water. According to a UNICEF report, “Power and Water Security in Zimbabwe: How to reduce the Impact of Power Outages on Water Services, 2011” power outages have been described as having a serious negative impact on the functioning of water pumping, water and wastewater treatment and hence the quantity and quality of water delivered in Zimbabwean cities, towns and growth centers. Recommendations were made to elevate the status of water and wastewater treatment works and pumping stations to that of “unsheddable supplies” as is the case with hospitals and other essential services. When the team visited Chegutu and Marondera WTPs there were no operations due to power cuts. However UNICEF, councils and ZINWA have been working together with the electricity authority (ZESA) to provide dedicated power lines for WTPs and other key units of the water supply system. UNICEF has lobbied government to allocate USD 2.0 million for dedicated power supply to water works throughout the country.

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(a) Poorly chemical storage facilities

(b) Key pumping equipment down or absent in Plumtree

Figure 4: (a) Poor chemical storage facilities and (b) Key pumping equipment down or absent in Plumtree 3.1.2 Water quality monitoring

A standard water treatment process invariably involves a coagulation stage, a sedimentation stage, a filtration step and a disinfection step. Quality control of the processes is achieved through operational monitoring, which involves conducting planned observations or measurements to assess whether control measures in the treatment process are adhered to. Operational monitoring is based on simple and rapid observations or tests such as those shown in Table 3, rather than complex microbial or chemical tests. Complex tests are generally applied as part of validation or verification activities.

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Table 3: Examples of operational monitoring parameters that can be used to monitor control measures at different stages of the treatment process Operational parameter

Treatment Stage Raw water

Coagulation stage

Sedimentation Filtration Disinfection Distribution system

pH ���� ���� ���� ���� Turbidity ���� ���� ���� ���� ���� ���� Dissolved Oxygen ���� Colour ���� Conductivity/TDS ���� ���� Organic carbon ���� ���� ���� Algae, algal toxins & metabolites

���� ����

Chemical dosage ���� ���� ���� Flow rate ���� ���� ���� ���� Ct

a ���� Disinfectant residual

���� ����

DBPs ���� ����

E. coli or Thermotolerant coliform bacteria

���� ����

aCt = Disinfectant concentration x contact time. DBPs = Disinfectant by products. (Source: WHO, 2004)

Various collections of “standard” or “recommended” methods are published by a number of national or international agencies, for example “Standard Methods for the Examination of Water and Wastewater”, published by the American Public Health Association (APHA). A standard laboratory should consist of a chemistry laboratory and a microbiological laboratory. In terms of instrumentation, there are many kinds of meters and field test kits that can be used for compliance testing as well as operational monitoring of drinking water quality, although it is necessary to check the accuracy of the devices before applying them, and regularly thereafter. Water quality monitoring facilities in assessed sites

Water quality monitoring and management should always be seen in the wider context of the management of water resources and treatment, encompassing both the quality and quantity aspects. The usefulness of the information obtained from the monitoring exercise is severely limited unless an administrative and legal framework (together with an institutional and financial commitment to appropriate follow up action) exists at local, regional and national level.

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Figure 5: Inside a laboratory at Kwekwe WTP

Table 4 presents the results from a sample3 of 10 WTPs from Urban Councils and 8 ZINWA WTPs on the presence of laboratory facilities and equipment for the following tests: chlorine, pH, turbidity, jar test, and conductivity. Table 4: Laboratory facilities and equipment observed at WTPs in urban

councils for chlorine, pH, turbidity, jar test and conductivity tests Facility / Equipment

% of assessed WTPs with facility or equipment

Urban Councils ZINWA Laboratory 70 25 Chlorine testing 100 63 pH Testing 70 88 Turbidity testing 40 25 Jar testing/Flocculator 30 50 Conductivity testing 20 0 Photometer testing 20 0

Only two Urban Council WTPs, Marondera and Masvingo, had all the necessary equipment for chlorine, pH, turbidity, jar test, and conductivity. In addition these two WTPs had the following additional equipment: A flocculator (Marondera) and a photometer (Masvingo).

From the above analysis the assessment concludes that most Urban Councils and ZINWA WTPs lack the equipment necessary for proper operational monitoring of the water treatment process. This has implications on ensuring that customers get water of an acceptable quality as well as efficiency in the use of water treatment chemicals. Some of the ZINWA stations that do not have the basic laboratory equipment said they get support from the head office. However the frequency of visits by the water quality scientist from head office is erratic.

3 Bindura, Chipinge, Kariba (2), Marondera, Masvingo, Mutare, Rusape (2) and Zvishavane. Sampled ZINWA WSS are

Shamva, Glendale, Mashava, Great Zimbabwe, Zimunya, Checheche, Banket and Karoi.

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Whilst most of the cities have formerly trained chemists sampling and testing is conducted by operators at the smaller stations within the Municipalities, Towns and Growth points. Laboratory personnel performing the testing should be certified in terms of the ISO Standards on Water Quality giving guidance on sampling in Table 5 below: Table 5: ISO Standards on Water Quality giving guidance on sampling ISO Standard No. Title 5667-5:2006 Sampling – Part 5: Guidance on sampling of drinking water and

water from treatment works and piped distribution system. 5667-3:2003 Sampling – Part 3: Guidance on the preservation and handling of

water samples. 5667-16:1998 Sampling – Part 16: Guidance on Bio-testing of samples. 13530-2009 Guidance on analytical quality control for chemical and physico-

chemical water analysis. (Source: WHO, 2011) Figure 6 shows a procedure that could be followed by the water treatment centres in water quality monitoring.

Figure 6: Flow diagram showing recommended water quality monitoring

best practice

3.1 Trend analysis, changes in space and time

• Assemble data from the water quality testing.

• Enter the data in the suitable table, spreadsheet or database.

• Deal with “unusual readings”. I.e. if some results are unusual, it would be a good idea to re-test. For example, if number of E-coli is higher in the filtered water compared to inlet water, it would be good to retake samples on different days and times.

• Data analyses methods should be selected in advance, and there should be sufficient data to run the analysis.

• Results should be recorded in a simple format. The end users have to be able to understand the results.

• Interpret the results so they are meaningful to the project objectives and situation of the local context. When generating results, keep in mind the quality control and reliability of the

1. Collect data for analysis

2. Check that data entered on the data recording forms are

complete and accurate

3. Choose appropriate statistical analysis

3.2 Compare data to national

standards or WHO

Guidelines

3.3 Scientific analysis i.e. technology verification

4. Interpret data in relation to project objectives

5. Report results.

Advise Relevant Authorities and Product Manufacturers as

necessary

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(Adapted from Canadian Council of Ministers of the Environment, 2006)

It was also found out that generally the range of parameters monitored in all the study areas is limited with two to three parameters (pH, turbidity and residual chlorine) being the most common ones. The range is affected by laboratory and equipment availability. The frequency is also different for various stations including among ZINWA stations. Entities also have chosen to adhere to the WHO guidelines which are rather less stringent when compare to the SAZ standard. The reason for this is that in general WHO specifies the worst or minimum standard. The ministry of health which is supposed to monitor water quality has very limited resources and as such generally comes in when there is an outbreak. There is need to standardise the water quality monitoring and surveillance to protect public health.

3.1.3 Water distribution system

3.1.3.1 Water distribution networks

Most of the water distribution pipes still in use are old having been laid during the period the WTPs were set up. Some are more than 5o years old. From the discussions held with the relevant staff from the entities, significant quantities of treated water are lost through pipe leaks and faulty valves. Unaccounted for Water (UFW) estimates averaged between 30 and 40 per cent. The UFW figures were generally based on billed versus produced quantities and in some cases estimates from key staff members at the LAs and ZINWA. According to WHO (2000), the mean unaccounted for water in Africa is close to 40 per cent and is reported to be even higher in Asia and Latin America. Tynan and Kingdom (2002) suggest a level of UFW of 23 per cent for well performing utilities in developing countries. There might be need to conduct an in-depth study to establish the actual amount of water lost in some of these systems. The current high water losses imply a low revenue collection potential for the entities and this is worsened by the low revenue collection efficiency.

3.1.3.2 Meters

It is best to combine visual meter inspection together with an assessment of meter under-registration (as a percentage of true volume passing through the meter). Various factors affect meter under-registration and these include:

• service life of the meter and standard maintenance; and,

• quality of water (aggressiveness and/or hardness). Meter under-registration is not fixed in value but varies depending upon the above factors. Problems of meter under-registration include loss of revenue and lack of equity – customers receiving the same service or quantity of water can be charged amounts differing by large sums. On the other hand meter over-registration results in customer complaints leading to low willingness to pay. In the assessed WTPs more than 50 per cent of meters are either faulty, non functional or missing. The extent to which these meters could be under-registering is not known. New meters in most water treatment centres are not tested and it is recommended that all new meters should be tested. There is also no zone or waste metering. These are bulk meters at points such as main outlets from the WTP and other critical points to enable water auditing (see IWA Water Balance in appendix 4) in order to determine losses.

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Significant losses of treated water, hence water treatment chemicals, are experienced through spilling reservoirs, valves, hydrants and leaking pipes. Physical water losses could be observed during assessment in most of the areas visited. There are no best practices, performance indicators, and benchmarking for leakage control. There is also no preventive maintenance in most areas as LAs are now engaging mostly in fire fighting approaches. Figure 7 shows a picture of a valve which is leaking and is covered by the leaking water.

Figure 7: Water loss through a valve in Masvingo

The factors contributing to UFW and non revenue water are clearly explained by the International Water Association “best practice” standard water balance (see Appendix 4).

The percentage contributions of each of the components presented in the diagram vary from centre to centre but outstanding amongst these was leakage on transmission mains, valves and hydrants, reservoir overflows and customer meter inaccuracies. In most cases the water demand is outstripping supply and these physical water losses worsen the situation. Although unclear in most cases there is a cost that can be attached to the water that is lost. This cost if realized by entities could change decision making and prioritization of measures. 3.1.4 Water supply models

Four water supply models were observed during the assessment involving two groups of water supply agencies namely the Local Authorities and ZINWA. These are represented in Figure 8 with their generic tasks/ functions. The first model observed is where ZINWA sells raw water to an Urban Council. The urban councils in-turn treat the raw water, distribute and bill their various customers. This supply model is the most common and was found in several LAs such as Harare, Mutare, Kariba, Marondera and Masvingo. In the second model ZINWA treats the raw water and sells it to the urban council which then distributes and bills customers. This is the supply model in use in places such as Gwanda and Beitbridge. In the third model ZINWA treats the raw water, distributes and bills customers in an urban area. This is the arrangement that was observed in Plumtree and Karoi. A less common water supply

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model is where ZINWA sells raw water to an urban council, the council treats the water and sells part of the treated water back to ZINWA who then distribute and bill customers in a settled area. This model was observed in Masvingo where Runde Catchment buys water from Masvingo City Council distributes and bills water in Bushmead Township. Similarly Sanyati Catchment buys water from Kadoma City council and supplies Suri Suri settlement.

Schematic presentation of water supply models

1

2

3

4

ZINWA sells raw water to Councils

Council treats water and sells to final consumers

ZINWA treats water and sells directly to final consumers

ZINWA sells raw water to councils

Council treats water and sells back to ZINWA

ZINWA sells water to final consumers

ZINWA treats and sells water to Council

Council sells water to final consumers

Figure 8: Water supply models observed during the assessment 3.2 Financial aspects For Urban Councils and ZINWA to be able to supply clean and safe water sustainably it is imperative that earnings from the water services be sufficient to finance the costs incurred. Failure by the councils and ZINWA to recover costs associated with the provision of water will result in failure to deliver the service and in water supply infrastructure not being adequately maintained or replaced when the need arises. As already discussed in Section 3.1, Councils and ZINWA start incurring expenses from the point of abstraction of raw water, transporting the water to the WTP, treating the water and conveying the treated water through the distribution infrastructure to the various points where residents access and use the water. To assess preparedness of urban councils and ZINWA to take over funding of water treatment chemicals, data was collected on the following issues: • the state of audited financial statements; • existing water account budgets focussing on income and expenditure; • water account financial results with special attention on half year results for 2011; • expenses incurred in buying water treatment chemicals; • tariffs on water; • water billing; and, • revenue collection.

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3.2.1 Financial management - audited statements

It is a statutory requirement that LAs and ZINWA have their financial accounts audited. Audited accounts indicate how authorities are financially managing their resources. Councils can borrow money from financial institutions including commercial banks. These institutions use audited financial statements to assess the creditworthiness of borrowers. Of all the visited urban councils 44 per cent had compiled audited financial statements for 2009. Only one town, Zvishavane, had audited accounts for both 2009 and 2010. In terms of the Urban Councils Act (Chap 29:15) audited accounts should be submitted to the Minister by 30 June of the year following. Table 6 presents the status of audited financial statements for the visited councils for the periods ending 2009 and 2010. By the time of the assessment (August 2011), all ZINWA catchments had audited statements for 2009 and 2010. Management accounts for 2010 and 2011 were however provided by most Urban Councils and ZINWA. Absence of current audited financial statements among LAs discourages potential investors and other financiers. Management accounts only serve for internal reporting purposes. ZINWA is demonstrating financial discipline. It should be a government condition that only LAs with audited accounts should be funded e.g. through PSIP as this will improve accountability. The study noted that while private companies publish audited accounts in the local media, councils and ZINWA do not publish accounts.

Table 6: Status of audited financial statements for visited LAs for 2009 & 2010

2009* 2010* LAs with Audited

financial statements

LAs with Unaudited financial statements

LA s with Audited financial statements

LAs with Unaudited financial statements

Chegutu Kadoma Kariba Marondera Mutare Rusape Victoria Falls Zvishavane

Beitbridge Bulawayo Chinhoyi Chipinge Gwanda Gweru Harare Kwekwe Masvingo Shurugwi

Zvishavane Beitbridge, Bulawayo, Chegutu, Chinhoyi Chipinge Gwanda Gweru Harare Kadoma Kariba Kwekwe Marondera Masvingo Mutare Rusape Shurugwi Victoria Falls

44% (8) 56% (10) 1 94% (17) *Bindura did not submit its financial documents. Plumtree is reported under ZINWA

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3.2.2 Analysis of 2011 water budget estimate status

The water treatment chemical support from UNICEF started in 2009. It was hoped the councils would quickly recover financially and be in a position to take over the procurement of water treatment chemicals. The support was original scheduled to end in December 2010. This was extended to June 2011 and further to March 2012. The expectation was that LAs should be in a position to take over this role by then. To assess their preparedness towards this eventuality an assessment was made starting with determining if the councils had made provisions for the costs of procuring the water treatment chemicals in their budgets. Urban Councils’ expenditures in any given year are supposed to be guided by the budgets which they prepare and submit to MLGRUD for approval. During analysis the budgeted figures for water chemicals were compared with the estimated monthly and annual costs of chemicals provided through UNICEF.

Figure 9: Proportion of water treatment chemical costs in 2011 water

budgets of selected urban councils About 12 urban councils and ZINWA have water treatment chemicals budget estimates in their current 2011 budgets. Figure 9 shows the proportion of the budgeted costs for water treatment chemicals to the 2011 budgets. ZINWA also made provisions for water treatment chemicals in their 2011 budget. The proportions were ranging from 0.3% to 26% with an average of 12%. It is not clear whether the budgeted figures had taken into account the support from UNICEF or not given that the LAs already knew that the support was ending in June 2011. Figure 9 demonstrates that the councils are definitely making efforts towards taking over though one can argue as to the adequacy or not of the budgeted provisions. 3.2.3 Budget for water treatment chemicals

The three main water treatment chemicals which were supplied by UNICEF which the LAs and ZINWA will be taking over from 31st March 2012 are alum, HTH and chlorine gas. An analysis was made to estimate the likely monthly costs for these chemicals. Our

4.4

11

22

13

23.6

26

2

14

21

0.3

86

10

2.6

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assumption is that the other chemicals, which differ per entity depending on the quality of their raw water, will continue to be procured by the entities as has been happening even when UNICEF was assisting the entities. The quantities of the three main chemicals used in the analysis are based on the quantities which were being supplied by UNICEF and which the LAs and ZINWA reported to be adequate. What is likely to change are the prices at which the LAs and ZINWA will procure them. Table 7 presents a comparison of the current listed prices (as quoted by Zimphos), compared to average prices UNICEF was paying for the same chemicals.

Table 7: Comparison of prices which UNICEF was getting the product for against current listed prices

Chemical

Prices charged to UNICEF (inclusive of transport costs, VAT excluded)

Current prices of chemicals exclusive of transport costs (VAT included)

Variance

Alum US$480 per tonne US$690 per tonne*

44%

Chlorine Gas US$2.05 per kg US$3.06 per kg**

49%

HTH US$2.45 per kg US$4.31per kg*

76%

Soda Ash/Dense Not supplied by UNICEF US$0.52 per kg*

-

Hydrated Lime Not supplied by UNICEF US$0.86 per kg*

-

*Ex-Zimphos, ** Ex-A.I. Davis

As presented in Table 7 the currently quoted prices of the water chemicals are significantly higher than what UNICEF was paying, even before factoring in transport costs.

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Table 8: Estimated monthly minimum costs for Alum, HTH and Chlorine Gas which LAs and ZINWA will incur (assuming local purchase)

Town/Catchment

Estimated monthly cost of chemicals which LAs & ZINWA will take over based on Zimphos (Alum & HTH) and A.I. Davis (Chlorine Gas) listed prices as at 18.12.11)

Estimated annual costs of the chemicals

Beitbridge 9,181 110,171

Bindura 22,843 274,111

Bulawayo 153,688 1,844,256

Chegutu 17,336 208,035

Chinhoyi 27,136 325,637

Chipinge 5,191 62,294

Gwanda 9,758 117,091

Gweru 52,242 626,904

Harare 1,688,400 20,260,800

Kadoma 22,857 274,284

Kariba 3,129 37,548

Kwekwe 128,388 1,540,661

Marondera 23,345 280,140

Masvingo 27,014 324,168

Mutare 14,177 170,125

Plumtree 9,915 118,979

Rusape 6,716 80,587

Shurugwi 2,110 25,321

Victoria Falls 10,257 123,084

Zvishavane 14,984 179,811

ZINWA (All Catchments) 124,180 1,490,160

Total - All LAs & ZINWA 2,372,847 28,474,167

The prices at which the LAs and ZINWA will buy the chemicals will therefore depend on the different procurement mechanisms. On the basis of the current listed prices the estimated monthly costs of the three chemicals which LAs and ZINWA will be incurring are presented in Table 8 above. The estimated annual costs presented in Table 8 represent the figures which the LAs and ZINWA should be budgeting for in their annual plans which they submit to MLGRUD and MWRDM for approval before forwarding to the Ministry of Finance. These are minimum costs and each LA and ZINWA should include the costs of the other extra chemicals required. 3.2.3 Analysis of 2011 actual half year results

A further analysis was done on the actual financial results of the LAs to check on their financial standing. Since the assessment was done in August the analysis of the actual results was therefore limited to the half year period ending June 30, 2011. Data available from 15 LAs suggests that 60% are recording a “surplus (amount billed less expenditure incurred)” in the water account by half year. These were Bulawayo, Chinhoyi, Gwanda, Harare, Kadoma, Kwekwe, Masvingo, Mutare and Victoria Falls. Gweru and Kariba registered deficits in line with their budgets. There was insufficient data available for assessing other towns. We feel the “surplus” being reported in income and expenditure accounts is artificial as this is based on billed amounts and not the actual cash received. Furthermore the LAs

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are not investing in O&M and capital expenditure for water treatment and distribution. Again most councils have not invested in serious rehabilitation of works such as replacement of bulk meters at the water works and customer meters and also simple equipment like dosing pumps. The surplus position, therefore, needs to be balanced by a look at the state of Debtors which will be discussed under Revenue Collection under section 3.2.7 below. Forming an opinion based on the surplus bases on current operation and maintenance practice in terms of funding allocation tends to distort the financial standing of the LAs. The surpluses reported by the LAs seem to contradict the current position by most if not all councils and ZINWA that the tariffs are sub-economical. It is hoped that the tariff study implemented with support from the World Bank analysed the viability of the tariffs holistically and in detail. 3.2.5 Water tariffs

Data on current levels of water tariffs was collected and analysed to determine the extent to which LAs and ZINWA are able to cover expenses incurred in supplying clean and safe water to their residents on a sustainable basis. Water tariffs differ significantly between Urban Councils as well as the various ZINWA managed centres. The tariff structures in all assessed LAs segregate between types of customers. The tariffs are stratified into consumption bands with escalating unit charges (increasing block tariffs). Major cost build up of these tariffs were reported to comprise of repairs and maintenance, salaries and allowances, electricity, capital expenditure and chemicals. However, there were no adequate figures showing the relative amounts of these cost categories across all the LAs to make meaningful comparisons. It is important to point out that most LAs were not able to furnish figures on the actual cost of producing a unit volume of water (1 cubic metre). Because the bulk of the chemicals are being provided by UNICEF LAs do not seem to have found it necessary to do the computations. We feel this should be done irrespective of whether or not the chemicals are provided for free. Local authorities claim that they set water tariffs on a Cost Recovery Basis (CRB) when applying for approval by MLGRUD. Urban councils argue that MLGRUD reduce their proposed tariffs to levels which are lower than the cost recovery estimates computed. There now seems to be an expectation among LAs that MLGRUD will slash their proposed tariffs and this may be affecting their proposals and could be the major reason why proper computations on cost build up for tariffs are non-existent in most cases. However, according to a Ministerial Directive to all local authorities on service charges, fees and rates (Ref. CX 1/54), dated 31 May 2010, LAs were directed not to increase service charges, fees and rates without the written approval from the Minister. They are supposed to use existing approved rates and apply for permission to increase should there be a need. However councils claim that the approval has often taken too long, thus affecting their revenue. It is our view that there should be conditions for tariff review which may include inflation. Government should make reasonable reduction of UFW as one of the pre-requisites before tariff increases can be considered. This will force water supply authorities to invest in O&M and improve efficiency. This way tariff increases will not be used to fund inefficiencies but sustaining and improving services.

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Figure 10: Comparison of the cost of a cubic metre (first 0-20 cubic metres)

of water charged to high density consumers ZINWA uses one tariff nation-wide. Each catchment office computes what they consider to be full cost recovery tariffs given their catchment realities and forwards this to the main ZINWA Head Office in Harare. The submissions from each catchment are then averaged to get the national blend tariff. The final decision on ZINWA tariff levels rests with the ZINWA head office subject to approval by the Minister of Water Resources Development and Management. The blend tariff is perceived as inadequate by the catchment area officials. Using one national blend tariff across the country results in catchments with higher costs than the national blend rates operating at a loss.

During the assessment it was noted also that in some areas ZINWA’s approved tariffs to councils are higher than Councils’ approved tariffs to customers creating an uneven playing field, leading to some councils not remitting monies to ZINWA (e.g. Beitbridge, Gwanda and Plumtree). The higher tariff rates for Gwanda and Beitbridge shown in Figure 10 are attributed to the increasing block tariff structure for ZINWA. Urban Councils and other institutions which buy in bulk fall in the top range of the increasing block tariff i.e. greater than 50 cubic metres per month. This has been the source of disputes especially given that the councils will now only sell the water at lower tariffs to the consumer.

The difference arises from the tariff setting approach and approval procedures (MLGRUD for Councils and MWRDM for ZINWA). Furthermore Council budgets which include proposed tariffs are subjected to public scrutiny according to the Urban Council’s Act. There is need for Government to moderate and rationalise this issue.

Given the diversity in water tariff rates observed an analysis was made to compare the rates charged to only one category of tariff bands across all Urban Councils and ZINWA. The tariff band used was the first 20 cubic metres. Figure 10 shows the rates as they are

0.0 0.2 0.4 0.6 0.8 1.0 1.2 1.4

Bulawayo

Beit Bridge

Chegutu

Chinhoyi

Chipinge

Gwanda

Gweru

Kadoma

Kariba

Kwekwe

Harare

Masvingo

Mutare

Rusape

Shurugwi

Victoria Falls

Zvishavane

ZINWA

Price ($/cubic metre)

Price of first 10-20 cubic metres of water charged to high density consumers ($/cubic metre)

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charged by the different LAs and ZINWA. Bulawayo and Chipinge are the only towns with a lifeline tariff4. For Bulawayo the first 5 cubic metres for high density customers are free, the second block of 6-15 cubic metres costs $0.75 whilst the next 15-25 cubic metres attract $1.00 each. The lifeline block for Chipinge is 20 cubic metres. Customers only pay a fixed charge of $12.50 if they consume within this block. ZINWA and all the remaining urban councils do not have a lifeline tariff commonly in the zero to 10 cubic meters per month. Given the economic situation in the country reported to have resulted in 90 per cent unemployment Government should consider insisting on a lifeline tariff.

This analysis is only meant to demonstrate the fact that there are several tariff rates used in the country. The point being made is not that all LAs should necessarily charge the same rates but one would expect that prices charged should reflect the scarcity value of such a commodity in the respective areas and the costs in treating the product before it is made available to the consumer. For example Harare with the poorest water quality and largest chemical requirement has a tariff level much lower than that for Bulawayo which has relatively cleaner raw water sources and equal to Mutare with possibly the best quality water in the country. One would therefore expect that LAs and ZINWA which are closer to each other and in similar socio-economic circumstances should have similar scarcity values. We take note and appreciate the fact that there is a World Bank funded tariff study currently underway and hope the study will address the issue more effectively and come up with recommendations on the way forward. 3.2.6 Water billing

The Government, through the Ministries of Water Resources Development and Management, and Local Government Rural and Urban Development issued a directive to all urban local authorities to ring fence the Water and Sanitation Account. In a Ministerial Directive from MLGRUD to LAs (Ref. CX 1/54) dated 31 May 2010, all councils were directed to provide actual meter readings as a basis for billing. By the end of 2010 councils were expected to be carrying out actual meter readings bi-monthly and they were expected to undertake a programme to repair/replace meters to ensure the concept of “user pays” principle is operationalized to its fullest extent. About 60 per cent of assessed councils had no separate water accounts by end of August 2011. Water bills are still lumped with other charges irrespective of whether there is a separate water account or not. Generally meter readings are carried out monthly and this is generally the case with bill delivery although bill lag is sometimes up to two months. Estimates are used when the meter is faulty or when water meter readings are not done for one reason or another. In most areas visited customers were querying the accuracy of water bills and this was affecting payments of these bills. We however note that the directives to establish water accounts did not have a time frame by which the Urban councils should have complied. A time frame should be set with guidelines so that this is implemented. Almost all LAs use the PROMUN Billing software. However most versions used are old and not as effective. ZINWA uses BIQ Billing Software. Harare uses both PROMUN and BIQ. The use of old versions of billing software is affecting the timing and accuracy of billing. A few towns (see Figure 11) were able to supply information on the proportion of treated water which they managed to bill. In seven towns analysed, the average proportion of treated water which was billed was 45 per cent. This means in these towns non revenue

4 A lifeline tariff allows for a certain quantity of free water meant to cover basic water requirements for the very poor

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water accounts for more than 50 per cent of total treated water. The situation is similar in all towns; however Shurugwi has an exceptionally high proportion of treated water being billed. This suggests only 2% losses. This could be affected by meter faulty rate and inaccuracies. Out of the billed amounts collection efficiency is characteristically poor for all towns.

Figure 11: Billed water by councils in selected towns The volume of treated water which is billed is directly related to revenue. Councils can significantly increase their revenues from water sales by ensuring that a high proportion of treated water is billed. This requires proper billing software and reduction of non revenue water. 3.2.7 Revenue collection

Revenue figures in all urban councils studied are lumped up (includes rates, refuse, sewage and others) and it is difficult to separate water revenue. Collection efficiency is very low in all councils as well as in ZINWA. However, ZINWA has a generally higher collection efficiency compared to urban councils. This is mainly because ZINWA has a higher disconnection potential. Urban Councils are affected by the parent ministry (MLGRUD) and decisions by the Council whilst ZINWA has some autonomy. They can even disconnect Government departments. When ZINWA is disconnecting defaulters, the responsible personnel is usually deployed from the Catchment Head Office hence there is reduced incidences of conniving with the affected customers.

Gweru Gwanda Kariba Kwekwe Mutare Shurugwi VictoriaFalls

30%

41% 42% 42%

33%

98%

30%

Billed as a proportion of treated water (%)

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Figure 12: Comparative aged debtor analysis between Urban Councils and

ZINWA

Revenue collection has been affected by poor debt collection strategies generally. In general LAs do not have debt management units or officers specifically dedicated to the water department. Reasons for poor revenue collection includes the general low levels of incomes for most people in the country, customer frustration due to unreliable service, inaccurate bills and non-availability of service in some areas, among others. Poor customer care was also reported to be an issue. Figure 12 presents the aged debtor analysis for Urban Councils and ZINWA as at 31 August 2011. Almost 90 per cent of billed money by LAs since 2009 is in arrears. If the LAs could collect all the revenue billed they would go a long way in funding water expenses even at current relatively low tariff rates.

Government departments were cited as some of the major institutions who owe LAs substantial sums of money. 3.2.8. Major recurrent cost expenditure

Despite the poor revenue being collected urban councils still need to meet their financial obligations in the provision of water. These costs include electricity, repair and maintenance costs, salaries and soon, costs of water treatment chemicals among others. The assessment revealed that the bulk of monies being collected are spent on staff salaries. Figure 13 presents the percentages of council revenues that are going towards salaries. The MLGRUD had directed that Urban Councils should aim at achieving a ratio of 30 per cent allocated to salaries and the rest (70 per cent) allocated to service delivery starting with their budget. According to data available from some councils this requirement is only used during budgeting but in actual practice the situation is the reverse. About 70 per cent of urban councils have salaries taking between 60 and 70 per cent of the revenue collected. The directive is meant to improve service delivery. However, a detailed analysis

0

10

20

30

40

50

60

70

80

90

current 30days

60days

90days

120days

Proportion of unpaid bills

ZINWA

0

10

20

30

40

50

60

Proportion of unpaid bills

Urban Councils

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may be required to determine the most feasible ratio for Zimbabwe given the current low levels of revenue collection efficiencies.

About 50 per cent of councils were now up-to-date on their salary payments as at 31 August 2011. These include Bulawayo, Chegutu, Gweru and Masvingo. Those with one month arrears were 36 per cent and among them were Kadoma, Kariba, Kwekwe and Mutare. Bindura and Rusape were three months behind in their salary payments. According to a circular from the Minister of LGRUD dated 29 September 2010 all LAs were urged to clear all salary arrears by the end of the 2010 financial year.

Figure 13: Proportion of recurrent expenditure going to salaries 3.2 9 Issues affecting revenue collection The ability of LAs to recover costs to enable them to improve service delivery in water and sanitation is more likely to be linked to revenue collection than low tariffs. Improving revenue collection will therefore have an immediate impact on cost recovery. The following aspects should be attended to as a priority in the cost recovery plan for LAs. 3.2.9.1 Metering

The responsibility of metering is split between the technical department (Engineering) and Treasury. The Technical department is responsible for installation whilst treasury is responsible for meter reading. It is clear that communication between the two departments on this issue is absent. For example, the treasury departments appear not to be reporting faulty meters to the technical department. Consequently it was difficult to get the total number of faulty meters. There are some local authorities, such as Bindura which are facing challenges in meter reading simply because they have few meter readers in place. Bindura has five meter readers for the whole town and these take three weeks to complete the exercise. The situation is made worse by the fact that these meter readers travel on foot. Failure to access meters at some properties is also a common reason why actual meter readings are sometimes not done resulting in estimates being used. In addition, it was reported that there were instances where, some meter readers collude with residents to misrepresent the figures in exchange for some money. This has an adverse impact on the LAs ability to improve revenue collection.

70

5560

6671 70

5850

6760

28

0

10

20

30

40

50

60

70

80

Proportion of recurrent expenditure allocated to salaries

Series1

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3.2.9.2 Faulty meters

Non functional or faulty meters are a major problem in most LAs and ZINWA supplied centres. Reported percentages of faulty meters were ranging from 5 to 90 per cent. Figure 14 presents proportions reported in some of the urban councils and ZINWA stations where data was available. In all such circumstances where meters are non-functional or not working properly customers are billed using estimates. Zvishavane had the highest percentage of faulty meters followed by Kariba. ZINWA Gwayi and Mzingwane just estimated that faulty meters were more than 50 per cent. There is definitely a need for Urban Councils and ZINWA to attend to the issue of meters so that the “user pays principle” is fully used. Furthermore this will reduce non-revenue water and increase bill accuracy leading to customer satisfaction.

Figure 14: Percentage of faulty meters reported in selected towns Related to the issue of faulty or non functional meters is the issue of those customers whose properties have not been metered. Some of such customers are not even in the databases meaning they just consume the water for free. Estimating bills for such customers is difficult given that there will not be any figures to use for calculating an average consumption. Where estimates were done the number of queries were also high. It is believed such unmetered customers tend to consume more water given that the amounts used cannot be assessed. LAs and ZINWA need to ensure they update their customer databases. 3.2.9.3 Few payment points for bills

Some LAs such as Bindura pointed out that they have not provided for adequate payment centres so that customers do not have to travel long distances or spend a long time in queues to pay. Others such as Harare and Mutare have already rectified this by opening up several payment centres closer to residential areas. In Glendale, payments are made at

28%

5%

60%

19%

90%

40%

50%

50%

40%

50%

Bindura

Gwanda

Kariba

Victoria Falls

Zvishavane

ZINWA Runde

ZINWA Mazowe

ZINWA Gwayi

ZINWA Manyame

ZINWA Umzingwane

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the water works which is almost 5 km away from residential areas. Customers have to walk to the designated centres to make payments. 3.2.9.4 Bill processing procedures

Delays in bill processing and delivery are affecting revenue collection for example in ZINWA stations bill processing is centralised at the catchment Head Office. The meter readings are manually captured and the compilation often transmitted using public transport to the Head Office where the readings are then entered into the billing system. The return to the centres for distribution to customers also takes a considerable time. This has now resulted in a lag between meter reading and bill delivery of up to two months. This is one of the potential areas for conflicts with customers. 3.2.9.5 Poor service delivery

Unreliability and in some cases unavailability of treated water due to several factors which include power cuts which interrupts water treatment and supply, reticulation system challenges such as pipe leaks is causing customer frustration. When water bills are presented to customers against a background of inconsistent supplies the customers are reluctant to pay. Instead the customers are actually feeling robbed or cheated. 3.2.9.6 Illegal connections

This problem was reported in several LAs. As new residential stands are developed urban councils are facing problems of customers who connect themselves to the water supply system illegally. Normal practice is that once a residential area has been serviced and water pipes installed residents are supposed to apply to be connected. This is normally associated with payment of a connection fee. Some customers are buying meters and connecting themselves without paying the required connection fees depriving the Urban Councils of the much needed revenue. This results in unbilled water. To deal with this problem Harare Water have set up a Unit which tracks and apprehends such people. Other LAs facing such a problem should emulate what Harare Water has done. 3.2.9.7 Customer perception

In areas such as Gwanda and Beitbridge, councils feel ZINWA should have reduced water tariffs as they receive chemicals through them. Other customers who were not well informed about the water treatment chemical support are, in some cases, of the opinion that water should have been cheap or free as chemicals came from UNICEF. This is having an adverse effect on willingness to pay for the water supplied. 3.2.9.8 High levels of poverty

As a result of the economic challenges that have been affecting the country many people have little or no disposable incomes to enable them to meet their financial obligations. Industry is still operating at low capacity. Average monthly water bills are reported to be between $5 and $15 in the high density suburbs but many households are failing to afford this. Until significant improvements are witnessed in the economic performance of the country as a whole this situation will persist and affect the ability of urban councils and ZINWA to operate sustainably. Given the financial challenges being faced by customers LAs and ZINWA should restructure their employment costs so that they are in-line with their earning capacities. There is need for Government to review the remuneration frameworks of Local

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Authorities to be in-line with the current macro economic situation in the country. The Government has structured the remuneration for its employees to be in-line with the macro economic realities. We have however noted that the MLGRUD has issued a directive (Ref CX 1/54 dated 31 May 2010) barring Urban Councils from awarding further increases to salaries, allowances and perks without the Minister’s approval. There is need to expedite the review of the framework so that by the time UNICEF support stops the situation will have been addressed. Furthermore, government should rationalize and provide guidance on staffing levels for LAs and ZINWA. For example, for water and sanitation services the staffing requirements could be linked to service provision such as staff per 1,000 connections. Optimum levels for comparable service providers internationally have been reported around 5 staff per 1,000 connections (Tynan and Kingdom, 2002). 3.2.10 Revenue collection initiatives done by some LAs

Given the fact that most Urban Councils and ZINWA are owed more than 90 per cent of what they have billed their customers it is imperative that innovative methods of recovering the moneys owed be employed. Some LAs have embarked on some initiatives with varying levels of success. A few of these initiatives are presented here. 3.2.10.1 Signing off meter reading figures by customers

In Beitbridge the LA embarked on an initiative aimed at reducing customer queries and hence improve willingness to pay. In this initiative when a meter reader arrives, they read off the meter together with the property owner or resident. The customer then signs off that they agree with the reading that has been taken. This is cultivating a sense of trust and commitment on the part of the customer to pay for the water. 3.2.10.2 Customer care issues, road shows, help desks

In Bulawayo, World Vision is working with the City Council on customer care issues which are aimed at improving the relationship between the council and its customers. They are conducting road shows and establishing help desks. The help desks provide a platform for residents to present their queries. 3.2.10.3 Twinning arrangements of local and international cities

Twining arrangements between Bulawayo City Council and eThekwini Municipality in South Africa helped the Council to learn how to re-establish the habit of paying for services by customers. EThekwini used to have a similar problem of no payment from township residents. The Municipality helped residents to develop the habit of paying through a strong communications programme and a scheme whereby one twentieth of arrears were written off for every month that payment was made. The loss to the Municipality in writing off the arrears was less than the benefit from having a steady income from customers. 3.2.10.4 Customer care, Crack Unit for illegal water disconnections

Harare Water has established a customer care unit to improve relations between the water utility and its customers. It has also established a Unit that tracks illegal water connections. These initiatives have been reported to be paying dividends though the exact impact could not be quantified. ACF (an NGO) working in Chipinge assisted in establishing customer care units for improving the relationship between residents and the LA. This has had positive impact on reducing resistance to pay and hence improving

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revenue collection. Kadoma Municipality realised the need to have a customer focussed approach and has sent some staff members on a two-week training course on customer care in Kenya. 3.2.10.5 Payment discounts/Negotiated payment arrangements. Kadoma Municipality offered 40 per cent discounts to customers who paid 60 per cent of their debts within a period of 6 months in 2010. This was reported to have improved collection efficiency from 12 to 42 per cent. 3.2.10.6 Disconnections

This method is used by many local authorities as a last resort. Challenges associated with this method of trying to induce customers to pay for water bills is that customers resort to alternatives such as unsafe water sources, neighbours, illegal reconnections. Resorting to unsafe water sources has the risk of promoting the outbreak of water borne diseases such as cholera which the UNICEF chemical support programme is trying to avert. 3.2.10.7 Debt collection

Chinhoyi and Kadoma reported that they had engaged debt collectors some time at the beginning of 2011 with a significant boost in collection efficiency. This is despite the directive issued by the MLGRUD dated 24 March 2010 discouraging Urban Councils from engaging debt collectors in favour of more humane methods to engage its debtors. They were encouraged to establish an affordable debt service programme to recover revenues owed. These Councils now have Debt Collection Officers in place. One of the contributing factors to poor debt management is the absence of dedicated debt collection units for water and sanitation in most of the entities. 3.2.10.8 Flexible payment methods

Many LAs have adopted the use of flexible methods of payment such as cash, Bank transfers, RTGS and Cheques. In addition to this, increasing the number of payment centres has been done by other LAs and these seem to be having a positive impact on payments by customers. 3.2.11 Current financing mechanisms

3.2.11.1 Capital

Currently capital projects are funded through the following mechanisms and/or institutions:

• Ministry of Finance (loans);

• donor and development partners (grants);

• loans from regional financial institutions (e.g. DBSA); and,

• revenue (water sales) Since the onset of the cholera outbreak the major funding flows for capital expenditure have been coming from donors.

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3.2.11.2 Operation and maintenance

Operation and maintenance has been financed partly from water sales and donor support including water treatment chemicals. The current funding mechanisms which leans heavily towards donor support (free grants) has been reported elsewhere to result in dependency. An indication is the continuous request by entities citing inability to fund chemicals. Sustainability will not likely be improved. In 2011 government allocated a total of US$36 million for both urban and rural WASH while donor financing amounted to US$32 million. In the 2012 budgets the development partners are likely to provide more funds than the government particularly in the urban WASH sector. 3.2.12 Customer perceptions

A mini customer survey was conducted to assess customer perceptions with respect to supply of clean and safe water. This was done through a random survey of residents. Between 10 and 15 residents were interviewed in each visited LA and ZINWA water supply centers. About 83 per cent of the interviewed customers were not happy with the water supply service they are getting, be it from Urban Councils or ZINWA. The dissatisfaction is affecting their willingness to pay resulting in very low cost recovery by LAs. Consumer pressure groups such as residence associations are encouraging residents not to pay. The poor service cited by the residents includes poor supply of water and inaccurate bills. In general, given the erratic supply of treated water, residents are of the default opinion that the billed amounts are exaggerated. However in some cases where the team requested for the bills it was apparent that problems centered on: � inability of customers to fully interpret the bill; and,

� some property owners did not show the tenants the bill but instead demanded

arbitrary contributions. This is contributing to unwillingness to pay. A good case of debt retirement was in Beitbridge (Dulibadzimu) where the bill reflected that there has been monthly average payments of R500 yet the current bill was only R50. However the R500 was based on efforts to clear an outstanding bill of over R5,000. However tenants clearly showed that they were not aware of this and instead they were very bitter and felt the water bill was high. In some cases bill arrears were so large that tenants, including new ones, contributed toward the arrears. Some house owners are therefore taking advantage and exploiting their tenants. In other areas customers are generally not happy with the way their complaints have been handled by the water supply authorities. This was linked to the general absence of customer care units for water and sanitation in urban councils and ZINWA. Because of the perceived poor service delivery customers reported that they had given up on forwarding complaints to the water supply authorities including reporting the incidence of burst pipes. Where customers were aware of the water treatment chemical support from UNICEF there was some misunderstanding of the objectives of the chemical support leading some of them to think that the water supplied should be cheaper or for free. Unfortunately even councils that buy treated water from ZINWA felt the same. Because of this perception they generally feel overcharged hence are unwilling to pay their water bills. Thus the community sensitization on the intervention could have been ineffective. Future programs should improve communication with stakeholders especially residents.

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3.3 Human resource aspects 3.3.1 Water and sanitation business plan

A business plan is important for proper allocation of resources (including capital and people) to pursue strategy. It will point to specific results that are to be achieved and establish a course of action for achieving them. The absence of business plans mean there is currently no guiding framework or road map to guide operations. Table 9 shows the situation in the assessed towns in terms of whether water business plans were available or not. Table 9: Availability of Water and Sanitation Business Plans LAs/ZINWA Catchments with Business Plan LAs/ZINWA

Catchments without Business Plan

ZINWA Sanyati Catchment (Mvuma & Chivhu) Gweru ZINWA Gwayi Catchment (Nkayi & Hwange) Kadoma ZINWA Mzingwane Catchment (Gwanda, Beitbridge, Plumtree)

Chegutu

ZINWA Runde Catchment (Mashava & Great Zimbabwe) Chinhoyi ZINWA Mazowe Catchment (Glendale & Shamva) Kwekwe ZINWA Manyame Catchment (Karoi & Banket) Shurugwi ZINWA Save Catchment (Zimunya & Checheche) Victoria Falls Rusape Bulawayo Kariba Zvishavane Chipinge *Mutare Bindura *Masvingo Harare *Marondera * Business Plans available but outdated

3.3.2 Organisational structures

The organisational structure for ZINWA provides for the requisite technical positions, such as Catchment Manager, Operations Manager, Operations Engineer, Technician, Water Supplies Superintendant and Water Supply Operator. For the assessed Urban councils the structures provide for the requisite technical positions, such as Town Engineer, Deputy Town Engineer, Water Technician, Water Superintendant, Water Works Supervisor, Pump Attendant/ Water Supply Operator. Some critical positions within Councils are vacant, e.g. in Mutare the Water Superintendant reports directly to the Town Engineer because of the absence of a Deputy Town Engineer and Technician.

Most Town Councils besides Harare and Bulawayo do not have provision for Customer Care and Public Relations portfolios on their structures. Given the generally poor relations between councils and their residents which are contributing to non payment of water bills there is need for this portfolio. Customer care has been known to assist in improving cost recovery and service delivery. Where these gaps exist it could be one of the probable explanations for low cost recovery and poor service delivery.

Oversight functions are not effectively executed in ZINWA Catchments because of long distances between the Head Office and the water treatment plants.

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3.3.3 Staff qualifications and levels

3.3.3.1 Qualifications

Top level technical staff possesses formal academic qualifications and the necessary experience to perform effectively in both ZINWA Centres and Urban Councils. Positions normally filled with qualified incumbents are – • Director Engineering Services/ Director Works/ Town Engineer; • Deputy Director Works; • Water & Sewer Engineer; • Water Technician; and, • Water Works Superintendant

However, most of the lower level staff does not possess formal qualifications but they have extensive on-the-job experience and have had some in-house training. These positions include:

• Water Superintendants; • Water Treatment Plant Supervisor; • Fitters & Turners; and, • Water Supply Operators/ Pump Attendants

UNICEF and partners have trained over 450 Water Supply Operators, about 30 per cent, leaving 70 per cent that is still to undergo training. From discussions with Water Supply Operators, trained Operators demonstrated some understanding of appropriate dosage levels and were able to carry out the required water quality tests. Lack of adequate formal qualifications among some staff presents challenges where there is modernisation, change of technology or where critical decisions need to be made on the job. This failure to cope leads to inefficient use of water treatment chemicals leading to over-dosing/ under-dosing and thereby compromising the water quality. Having qualified staff occupying senior level positions is important because going into the future they will facilitate co-operation on water issues and address issues of knowledge generation and improve overall management. Effective water management is an essential part of providing effective water service and chemical usage. 3.3.3.2 Staffing levels

ZINWA In ZINWA the key post of catchment Managers and Water Supplies Managers and Finance Officers are filled. However the posts for Water Supplies Engineers and Technicians are vacant in some areas. The Water Supplies Engineers and Technicians are supposed to provide backstopping and oversight at the water supply stations and should visit the stations regularly. Thus the current staffing levels for these posts for ZINWA could be seriously affecting oversight. Furthermore the institutional arrangements for ZINWA of having oversight staff generally based at head office could be affecting efficient service delivery. For example the staff tasked with oversight responsibility are often stationed far from the stations. Examples include the situation of Karoi where staff for oversight is in Harare some 210 km away and Beitbridge is 320 km away from the catchment head office in Bulawayo. Thus ZINWA needs to review the current institutional arrangements and check the adequacy of staff especially water supplies engineers and technicians given the number of stations in each catchment. ZINWA

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should ensure the deployment of appropriate senior staff at stations especially towns under its management. Technicians and engineers may be stationed at small towns to improve performance and enhance the linkages with the local council.

Urban Councils

Senior positions in councils are vacant such as those of Town Engineers and water and Sanitation Engineers and technicians. Also in some areas the posts of the Treasurer are vacant. The vacancies in middle management in the technical departments have created reporting “short-circuits” where operatives such as superintendents are reporting to the Town Engineer as the case in Rusape. In extreme cases the absence of senior technical staff has resulted in Planners (Chinhoyi and Gwanda), technicians (Rusape) and at times operatives acting as town engineers. Thus the technical and oversight capacity is low in these areas. In areas where the town engineers are supported by operatives, they are overstretched as they have to perform the administrative roles and technical roles. The administrative roles include advising relevant council committees during council meetings. Where small towns have been upgraded from rural district status to town councils the establishment has not been reviewed adequately. This has in many cases resulted in the change of the titles of the heads of the engineering services from District Engineer to Town Engineer. The posts below the town engineers have remained largely for operatives. However the attaining of town status accelerates development and consequently increases workload as a result of the expansion and the need to upgrade services from rural type to those acceptable for urban set-ups. Councils need to fill key posts that are vacant along with a review of the establishment to avoid skills gaps in the establishment. 3.3.4 Essential HR Systems

Table 10 presents the status of Urban Councils and ZINWA Catchments as far as availability/non availability of essential human resource systems are concerned.

3.3.4.1 Performance management

Some urban councils indicated that they have functioning performance management systems, have an appraisal system and blank appraisal forms were obtained. A functioning performance management system assists Councils’ and ZINWA Centres with managing employee performance and accountability. It improves employee engagement because the staff will understand how they are directly contributing to the Council/ ZINWA Centre’s objectives. However indications are that the systems may be there but not being effectively implemented given the low service delivery. The teams that visited the plants often found that some staff who were supposed to be on duty would not be there. 3.3.4.2 Training and development policy

In the absence of a training and development policy staff can go for long periods without requisite training that keeps them abreast of new technology and best practice leading to poor service delivery and compromise water quality. The study also established that generally there has not been any regular training in the last ten or so years. The only training programmes reported were those supported by development including the one by UNICEF. Also some form of training was received on ad hoc basis from suppliers of specialized equipment such as A.I. Davis which deals with chlorine.

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Table 10: Status of Urban Councils and ZINWA Catchments as far as availability/non-availability of essential human resource systems

ZINWA Catchment Performance

Management Training & Development Policy

Health & Safety Policy

ZINWA Sanyati Catchment (Mvuma & Chivhu)

X ���� ����

ZINWA Gwayi Catchment (Nkayi & Hwange)

X ���� ����

ZINWA Mzingwane Catchment (Gwanda, Beitbridge, Plumtree)

X ���� X

ZINWA Runde Catchment (Mashava)

X ���� ����

ZINWA Mazowe Catchment (Glendale & Shamva)

X ���� ����

ZINWA Manyame Catchment (Karoi & Banket)

X ���� X

ZINWA Save Catchment (Zimunya & Checheche)

X ���� ����

Council Performance Management

Training & Development Policy

Health & Safety Policy

Harare City Council ���� ���� ����

Bulawayo City Council ���� X ����

Gweru City Council ���� ���� X

Kadoma Town Council ���� X ����

Chegutu Town Council X X ����

Chinhoyi Town Council ���� ���� X

Kwekwe Town Council ���� ���� ����

Shurugwi Town Council X X X

Victoria Falls Town Council X X X

Zvishavane Town X ���� X

Chipinge Town Council X ���� X

Bindura Town Council X ���� ����

Marondera Town Council X ���� X

Masvingo Town Council X ���� ����

Rusape Town Council X ���� X

Mutare Town Council X ���� X

Kariba Town Council X X X

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3.3.4.3 Health and Safety Policy

Having a Health and Safety Policy will set the guiding framework that will ensure employee safety and hence will increase employee motivation and consequently lead to operational effectiveness. Importance of a policy is not that it is written down, but that the hazards and safety needs of the workplace have been thought through, appropriate persons have been designated and arrangements have been made to achieve the policy objectives. Compliance with Health and Safety regulations is mandatory and failure thereof can result in litigations. The lack of effective health and safety policies was evidenced by lack of protective clothing, walkways at the plants not having rails in some cases, some plants not having chlorine gas detectors. Often employees have capitalized on weaknesses of the employer to ensure adequate safety provisions and have in some circumstances refused to work or cooperate resulting in poor operation and maintenance. 3.3.5 Industrial relations

There was generally low morale among low level staff mainly because of the perceived low salaries, late payment of salaries and non-provision of safety gear and other requirements needed for effective operations. In Bindura and Rusape staff salaries are more than 3 months in arrears. 42 per cent of the LAs and ZINWA (Kadoma, Kariba, Kwekwe, Mutare, Shurugwi and ZINWA) have one month salary arrears. The rest are currently up to date with their payments. Unclear separation of powers between roles of Council Executive and Councillors can lead to “stepping on each other’s toes” especially where Councillors are seen to be overly involved in Council operations thereby negatively impacting on the industrial relations in the Council. 3.4 Local industry capacity for supply of water treatment chemicals The main supplier for water treatment chemicals in the country is Zimbabwe Phosphate Industries (ZIMPHOS), a division of Chemplex. The company produces aluminium sulphate. The current capacity is 2,100 tonnes per month out of a possible 3,000tonnes. They produce both solids and liquids. At the moment Harare is the major consumer of their liquid alum where they are supplying 120 tonnes per day. There are other suppliers in the country but these import the product. The challenges being faced by ZIMPHOS in supplying the water treatment chemicals is non payments by LAs. ZIMPHOS imports bauxite which they use in the manufacture of Alum. This product is imported from Mozambique and is transported by rail. If the LAs do not pay it affects their supply chain. They said LAs need to be disciplined so that they prioritise payment for services rendered. If LAs honour their payment obligations the entity will be able to increase their production capacity by 50 per cent. They pointed out that MLGRUD and MWRDM should direct LAs to set aside money for water chemicals otherwise water will not be treated when UNICEF pulls out. This money can be put in a trust account established for that purpose. Chemplex commended the payment discipline by UNICEF and said LAs should learn from them. The UNICEF supply model has been working well. After contract negotiations ZIMPHOS produces chemicals in batches of 200 tonnes. They produce and UNICEF samples through an independent laboratory for quality control. Once the testing has been approved ZIMPHOS then manufactures and delivers the product to specific destinations.

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Upon presentation of delivery notes UNICEF then pays. They proposed that bulk payments for all LAs would be the best arrangement for the future. 3.5 UNICEF procurement system UNICEF has been procuring and supplying water treatment chemicals to urban councils and ZINWA through public tender. Firms who responded to tender invitations were mainly from Zimbabwe and RSA. In selecting suppliers, UNICEF was also concerned about building the capacity of local manufacturing firms. Procurement and supply system used by UNICEF was the Carrier Paid to (CPT) type. Chemicals were delivered to named destinations at seller's expense. UNICEF therefore did not have to organise warehousing facilities as this was done by the recipient LAs and ZINWA. Several risks were mitigated by this procurement method. In terms of the process UNICEF first gets the product specifications from the beneficiary entities (Urban Councils and ZINWA). These are then included in the tender. The process from advertising to closing of tender normally takes 3-5 weeks. Evaluation and award of tenders takes a further 3-6 weeks. From tender award to delivery of product varied depending on where the product was being shipped from and the capacity of the manufacturer, where the supply was in country. For granular aluminium sulphate delivery takes about 12 weeks where the product was coming from China or India. Liquid aluminium sulphate was sourced locally.

Upon award of a tender the suppliers were required to provide product certification reports for quality. These certificates were supposed to be issued by reputable inspection firms such as SGS, SAZ, GNK Labs, Bureau Veritus or Intertec. These certificates are required before any orders can be placed.

After delivery to the specified destinations samples are collected and sent for testing. If there are quality problems arising from the tests deliveries are stopped and re-testing done together with the supplier. Once a product has been approved to be of the right quality the supplier presents Delivery Notes to UNICEF and payments are effected within 30 days.

The procurement system used by UNICEF has been working well. A key factor in that process is enough lead time. ZIMPHOS, one of the companies contracted locally to supply some of the chemicals expressed satisfaction at the way UNICEF has been handling the procurement and recommended that LAs use a similar process.

Challenges faced by UNICEF in their procurement system include the long time taken for deliveries to be made where the product was coming from far such as China. There were also challenges arising from fluctuations in exchange rates between the rand and the US dollar.

UNICEF can assist in capacitating local authorities in coming up with effective procurement systems similar to the ones they use. They can provide the needed training and coaching. UNICEF has already been involved in providing such services to staff from Ministry of Labour and Social Welfare. 3.6 Procurement systems of LAs/ZINWA The procurement systems in councils are guided by the Urban Councils Act. Standing committees do exist for procurement in most Councils. However there are different town or entity specific procurement procedures which among other things spell out threshold values for departments to procure directly or for competitive bidding. For ZINWA there are threshold levels for catchments (USD 4, 000) beyond which the procurement is at

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head office. There is also a threshold for the head office beyond which the State Procurement Board becomes the lead agency. Procurement within councils has been affected by capacity of the LAs often linked to vacancies of key staff. This limited capacity has affected the ability of the LAs to draw specifications, prepare tenders, adjudicate and advise decision makers. The result has been delays and procurement of sub-standard goods and services and poor cost control leading to costs overruns. The consulting team also learnt that some urban councils have failed to utilize allocated resources as a result of low procurement capacity (e.g. Ruwa and Bindura). Findings from discussions with representatives of the Ministry of Finance suggest that there has been a low draw down (around 25 per cent) of the 2011 water and sanitation PSIP budget allocations due to capacity constraints encountered by some of the LAs. 3.7 Impact of the UNICEF water treatment chemical support The impact of the UNICEF water treatment chemical support was assessed by looking at several aspects. These include issues such as health (disease outbreak) of the general population which was affected by the lack of clean and safe drinking water, the ability of the urban councils and ZINWA to improve service delivery and the capacity of local industry to supply water treatment chemicals. In order to assess these impacts key informant interviews were conducted with health officials from the urban councils and ZINWA, customers, suppliers of water treatment chemicals, representatives of the different stakeholder groups as well as a review of available literature. 3.7.1 Improved access to clean and safe water

The target population includes all the residents in the towns where chemicals were supplied by UNICEF. This target population is estimated to be around 8.2 million (See Appendix Table 7 for breakdown). However, our assessment of the capacities of water treatment plants suggest that the volume of water being treated is less than the aggregate demand as shown by the fact that there is rationing of water in almost all towns. The limited supply of water is due to several reasons the main ones being insufficient capacity as a result of the aging infrastructure against a background of increasing demand. Limited power supply has also been a major contributing factor. Due to the water rationing by urban councils and ZINWA residents reported that they store drinking water in containers to ensure availability during times when supply is off. We estimate that the overall effective average coverage in the study areas is about 80%. This is based on an assumption of at least 4 hours supply of water per day with at least 15 days per month. Based on this we estimate that the support programme is benefiting close to 6.5 million people. The consultant has taken note of the fact that Harare also supplies water to satellite towns such as Norton, Chitungwiza and Ruwa. 3.7.2 Consistent supply of treated water by Urban Councils and ZINWA

Before the UNICEF support urban councils and ZINWA were facing challenges in supplying treated water because of lack of financial resources to procure the chemicals. Supply of treated water was therefore intermittent with allegations by customers and other interested stakeholders that some of the LAs and ZINWA were pumping raw water directly to customers. Since the advent of the water chemical support there were no stock-outs hence the Urban Councils and ZINWA have been able to supply treated water consistently (whenever there was power). Chemicals were no longer a determining factor

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for urban water supply. Where water supply was inadequate it was not because there were no chemicals but it was rather due to other factors such as the power cuts and bottlenecks in the water treatment and distribution system mainly caused by breakdown of key components. The support therefore improved the capacity of the entities to treat water and improve availability. The support enabled the production of water of acceptable quality (safe) with sufficient residual protection of water (risk of recontamination reduced). All the residents (100%) interviewed by members of the consulting team during the study felt that the quality of the water is “better” now as compared to the period before the chemical support. Asked to comment on their assessment the residents mentioned that the water was no longer producing unpleasant odours. Others pointed out that they were no longer seeing some impurities in the water which was the case before the chemical support. To demonstrate their convictions that the water quality has improved, interviewed residents said they no longer boil their drinking water nor use water treatment tablets. 3.7.3 Impact on reduction of cholera in urban areas

When UNICEF intervened in the urban water sector Zimbabwe was facing a health crisis with an unprecedented cholera outbreak. According to WHO (2009) since mid-August 2008 to the 30th of July 2009, 98,592 cumulative cases including 4,288 deaths were reported from all 10 provinces of the country. This was the largest ever recorded outbreak of cholera in Zimbabwe. The first cases were recorded during August 2008 and by mid-November a weekly incidence of 4,000 cases was notified. As of 1st December 2008, all 10 of the country's provinces had been affected, with 85 per cent of the districts reporting cholera. About 89 per cent of the cases and 92 per cent of the total deaths occurred between 15 November 2008 and 15 March 2009. The peak of the outbreak was reached at the end of January 2009 with a weekly incidence of 8'500 cases. As of 6 June 2009, Mashonaland West province reported 23 per cent of all cases followed by Harare province (20 per cent) and Manicaland (13.6 per cent). According to WHO, in 2010 1,032 cases of cholera were reported with 23 deaths. In 2011 the corresponding figures were 1,140 cases and 45 deaths. These figures represent a drastic reduction from the peak cholera cases and deaths. The support provided along with interventions from other partners therefore contributed to reduced cholera risk. However the support also created a dependency syndrome among LAs and ZINWA. To some extent some customers were of the view that the water tariff should have been reduced as entities were getting free chemicals. This affected the revenue collection efficiency of entities although the exact contribution could not be quantified precisely. 3.7.4 Impact of the support on local industry for water treatment chemicals

Zimphos, a division of Chemplex Corporation, is one of the major local manufacturers and suppliers of water treatment chemicals to Local Authorities and ZINWA. They were also engaged by UNICEF to supply alum. The major challenge which the firm was facing when supplying chemicals to the local authorities and ZINWA was untimely payments. This was affecting their supply chain as some of their ingredients are imported. When UNICEF started procuring water treatment chemicals for the Local Authorities and ZINWA it was making timely payments which impacted positively on their business. However the exact contribution of the UNICEF chemical deal to the overall business improvement for ZIMPHOS could not be established in the absence of detailed proprietary business information from the firm.

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4. RECOMMENDATIONS The recommendations have been categorized according to those pertaining to Urban Councils and ZINWA and those for the Government.

4.1 Urban Councils and ZINWA

1) Based on amounts required for chemicals e.g. $2,000 for Shurugwi, $3,000

for Kariba & $15,000 for Zvishavane and that chemicals are about 10% of treatment costs, with prioritization, all entities should be able to take over procurement of chemicals.

2) Prioritize the allocation of funds (~10%) for water treatment chemicals 3) Allocate a fraction of water revenue to O&M 4) Programmatic repairs and replacement of pipes (starting with oldest)

and other identified components. 5) Rehabilitate infrastructure to bring it to a minimum acceptable

level to improve service delivery and create increased revenue collection potential leading to a sustainable service (such repairs should focus on chemical dosing equipment, meters, pumps among other critical aspects)

6) Prioritize funding to repair and rehabilitation in the next 5 years -

the government priorities for investment formulated in 2009 prioritize investment meant to save lives and restore services (emergency).

7) Embark on asset mapping and improved asset management systems. 8) Auditing of accounts, already a legal requirement (Urban Councils Act and

ZINWA Act), should be done in time and accounts published in local media. Submission of budgetary bids for the fiscus should be accompanied by updated audited accounts.

9) Urban Councils and ZINWA should replace all faulty meters

immediately. Most council by-laws give the responsibility of the meter to the customer of which councils will need a small seed fund from their revenue to replace meters and recover the money over a period of time.

10) Ring fencing of water accounts along with separation of bills for

different services should be done for Urban Councils & ZINWA (overdue!!). 11) Urban Councils and ZINWA should adopt a customer focussed

approach which should include establishment of a Customer Care Charter and Unit.

12) Urban Councils and ZINWA should devise more innovative debt

management systems along with the establishment of debt collection units.

13) Councils and ZINWA should outlaw the non-disclosure of bills to tenants by landlords as this is affecting willingness to pay.

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14) Improve catchment management including gradual investment in sewage treatment & disposal plus solid waste to reduce chemical requirements

15) Submission of budgets to MLGRUD or requests for funding from

Government or any other sources should be accompanied by a current water and sanitation strategic plan with clear and objective performance indicators.

16) ZINWA should deploy Engineers/or experienced senior technicians to all towns or Municipalities where it is responsible for WSS. These persons will then take care of surrounding smaller stations to improve oversight and service delivery.

17) Urban Councils should fill all key vacant posts such as Engineers,

Technicians and Finance staff with appropriately qualified personnel. 18) Small towns should review establishments of engineering

divisions and ensure they have adequate requisite skills for effective WSS management.

19) Urban Councils and ZINWA should put in place performance based

contracts for all key staff along with objective appraisal systems, incentives and appropriate autonomy.

20) Minimum quantities of main chemicals required are listed in Table 2 e.g. (Alum: 2 Mt [Shurugwi] – 2,000 Mt [Harare].

21) Minimum budget provisions for chemicals which will be required for the

chemicals are listed in Table 8. (Total amount ranging from US$2,110 [Shurugwi] – US$1,688,400[Harare].

22) Procurement modalities

a) Local purchase b) Off-shore/ regional (enough lead time 4-6 months needed)

23) Procurement strategies. The following options can be considered;

a) Bulk purchase – can consider clustering of councils. UCAZ could assist Urban Councils to form appropriate groupings.

b) Real-time monitoring of stock levels needed to avoid stock-outs c) Loaning mechanism between Councils & Catchments

4.2 Government

1) Government, through appropriate structures should provide oversight on the

implementation of recommendations made for ZINWA and Councils especially allocation for chemicals

2) Enforce submission of audited accounts by Urban Councils and ZINWA and require publishing of the same in public media.

3) Put in place reporting mechanisms on WSS based on agreed criteria (e.g. capacity utilization, hours of supply, water quality, staff productivity, UFW,

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metering, new connections, revenue collection etc). Entities may report to the NAC Urban Sector for now.

4) Rationalise tariff setting and approval procedures (review and adopt

recommendations of the current tariff study). Government should make the reasonable reduction of UFW one of the pre-requisites before tariff increases can be considered. This will force entities to invest in O&M and improve efficiency.

5) Government should consider insisting on a reasonable lifeline tariff for the poor in view of the current economic crisis which has left about 90% of the eligible population unemployed.

6) Ensure that relevant oversight bodies such as SAZ, NSSA, and EMA should enforce compliance with appropriate drinking water, health and safety regulations and pollution control by entities. Specifically government should improve water quality ssurveillance to protect public health through the MoHCW for now.

7) Establish clear guidelines for staffing levels for WSS including linkage

to service being offered, e.g. number of staff per 1000 connections. This will ensure increased staff productivity and reduce salary and wage bill.

8) In the 2012-15 budgets priority should be to support entities to

rehabilitate infrastructure. Government should work hand in hand with development partners to ensure priority is given to rehabilitation. Tied to this funding to entities (from fiscus and development partners) should be the requirement for objectively measurable outcomes to be used as the basis to assess performance for entities funded along with the formulation of a monitoring mechanism (the newly established NCU could be capacitated to assist in this regard together with the IDBZ).

9) Enforce Urban Councils to allocate a significant amount of water

revenue to service delivery. This will enable procurement of water treatment chemicals and O&M (all repair works, installation of chemical mixing and dosing equipment, restoration of pumping capacity, flow meters, and water quality monitoring equipment). Government policy stipulates 70%, however there may be need to review the build up to this.

10) Assist /expedite the setting up of dedicated power lines to WTPs. 11) EMA should enforce proper sewage treatment and catchment

management to prevent pollution of raw water sources.

12) Expedite the review and enactment of necessary legislation to promote accountability, private sector participation and improved service delivery;

a. Water policy (already underway) b. Water and Sanitation Act (after the water policy), c. Tariff setting guidelines (underway) d. Independent regulatory framework

13) Government should pilot other institutional models for water supply that

allow efficiency and accountability such as water utilities or regional water boards with room for private sector involvement (lessons could be drawn from Zambia, Malawi and Uganda). ZINWA Catchments could be made to operate autonomously.

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4.3. Proposed Exit Strategy - Implementation Matrix 4.3.1 Short term – Immediate (within 4 months)

Action Responsibility Responsible Authority for Monitoring Implementation

1. Establish a procurement mechanism and plan for chemicals.

Urban Councils and ZINWA in Consultation with Urban Councils Association of Zimbabwe

MLGRUD

2. Issuing of tenders and placing of orders for supply of water treatment chemicals.

Procurement Authority for Urban Councils and ZINWA

MLGRUD

3. Ring fencing of the water account

Urban Councils Provincial Administrators/MLGRUD

4. Allocation of adequate budgets for water treatment chemicals

Urban Councils MLGRUD. Budget approvals to be premised on this provision being met.

5. Monitoring of LAs and ZINWA to ensure that water is being treated (Quality Assurance). Need to establish an independent institution.

District Administrators Provincial Administrators/MLGRUD

6. Training of all Water Supply Operators who were not trained under the UNICEF supported IWSD initiative.

MLGRUD and Partners MLGRUD/UNICEF

7. Establishment of Customer Care Desk

Urban Councils and ZINWA Provincial Administrators/MLGRUD

8. Auditing of financial statements for 2010

Urban Councils MLGRUD

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4.3.2 Medium term (6 months – one year) – Post Exit

Action Responsibility Responsible Authority for Monitoring Implementation

1. Inventory of unmetered properties, non functional bulk and consumer water meters

All Urban Councils and ZINWA

District Administrators, reporting to the Provincial Administrators

2. Procurement and installation of bulk and consumer meters

Urban Councils and ZINWA

Provincial Administrators/MLGRUD

3. Assessment of sources of non revenue water and rectifying them

Urban Councils and ZINWA

District Administrators

4. Procurement and installation of dosing equipment

Urban Councils and ZINWA

District Administrators

5. Establishment of Laboratories for Councils and ZINWA stations without

Urban Councils and ZINWA

Provincial Administrators

6. Procurement of laboratory equipment for measuring pH, Turbidity, Jar Tests

Urban Councils and ZINWA

Provincial Administrators

7. Effect critical rehabilitation works Urban councils Provincial Administrators/MLGRUD

8. Urban Councils and ZINWA be capacitated on budgeting

All Councils and ZINWA MLGRUD/MWRDM

9. Prioritise and expedite establishment of dedicated power lines (unsheddable) to all water treatment plants

Ministry of Energy and Power Development

MLGRUD/MWRDM

4.3.3 Long term (Over one year)

Action Responsibility Responsible Authority for Monitoring Implementation

1. Replace old pipe lines All Urban Councils and ZINWA

District Administrators, reporting to the Provincial Administrators

2. Refurbish treatment plants Urban Councils and ZINWA

Provincial Administrators/ MLGRUD

3. Expand water treatment plants

Urban Councils and ZINWA

Provincial Administrators/ MLGRUD

4. Expand water reticulation to serve all residents

Urban Councils and ZINWA

Provincial Administrators/ MLGRUD

5. Establish customer care units Specific Councils such as Rusape and ZINWA

MLGRUD/NCU

5. Review establishments and adjust staffing levels

Specific Urban Councils and ZINWA

MLGRUD/NCU

6. Review sector legislation Specific urban councils

MWRDM

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5 CONCLUSION The UNICEF Water treatment chemicals support programme achieved its objective of ensuring production of clean and safe water which the LAs and ZINWA were failing to do at the time the intervention started. This has led to elimination of cholera in urban areas where the disease had affected and claimed lives of thousands of people countrywide. If the LAs and ZINWA attend to some of the factors that will improve revenue collection from water sales they should be able to sustainably take over the procurement of chemicals and produce safe water for their customers

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6 REFERENCES

Canadian Council of Ministers of the Environment, 2006. A Canada-wide Framework for Water Quality Monitoring. (Available from http://www.ccme.ca/assets/pdf/wqm_framework_1.0_e_web.pdf, accessed 26.10.2011)

Cross P and de Waal, D, 2010. Country Status Overview Zimbabwe. World Bank, Water Supply and Sanitation Programme. Nairobi.

GTZ, Rapid Appraisal of Water Supply and Sanitation Services in the Municipality of Kariba: Final Report, August 2009. GTZ, Rapid Appraisal of Water Supply and Sanitation Services in the Zvishavane Town Council- Final Report, August 2009 GTZ, Rapid Appraisal of Water Supply and Sanitation Services in the Masvingo City Council- Final Report, August 2009 Tynan N. and Kingdom B, 2002. Water score card. Performance targets for Water Utilities. World Bank Private Sector Note 242. World Bank, Washington. Unicef/ Veoliaforce, Marondera Drinking And Wastewater Report, 2009. Unicef/ Veoliaforce, Bindura Drinking And Wastewater Report, 2009. Unicef/ Veoliaforce, Mutare Drinking And Wastewater Report, 2009. Unicef/AusAID, Assessment Of Water And Sanitation Facilities In Four Urban Areas Of Zimbabwe - Rusape Town Assessment Report, 2009. Unicef/AusAID, Assessment Of Water And Sanitation Facilities In Four Urban Areas Of Zimbabwe. Town: Chipinge Assessment Report, 2009. WHO, 2009. Global Task Force on Cholera Control Country Profile:Zimbabwe. (Available from http://www.who.int/cholera/countries/ZimbabweCountryProfileOct2009.pdf . Accessed 15.11.2011) WHO, 2011, Guidelines for Drinking-water Quality, 4nd Edition. WHO Geneva.

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APPENDICES Appendix Table 1a: Types of chemicals used in studied Water Treatment Plants of LAs’ Key: Pre Cl =Prechlorine treatment; CoaAId = Coagulant Aid; Post Cl = Post Chlorine treatment; PAC = Powdered Activated Carbon, Ye – Used in emergencies only

No City/ Place Name Water Treatment Plant

Year of 1st Construction

Capacity MLD Chemical Consumption (Average Dosage)

Design Current Pre Cl Alum Coa Aid PAC

Soda Ash Lime HTH

Post Cl

1 Bindura Bindura WTP ˜1968 14.4 9.5 N Y N N N Y Y e y

2 Chipinge Bangazaan WTP Unknown 5 4 N Y N N N N Y e Y

3 Kariba Mahombekombe WTP ˜1960s 11 7 N N N N N N Y e y

Breezes WTP 1998 12 10.5 N N N N N N Y e y

4 Marondera Longlands WTP 1972 13.5 10 Y Y N Y N N Y e Y

5 Masvingo Bushmead WTP 1974 30 24 N Y Y N N Y Y e Y

6 Mutare Odzani WTP Unknown 66 80 N Y N N N Y Y e Y

7 Rusape Jack Needham WTP 1976 13.3 8.5 N Y N N N Y Y e Y

Town Water Works 1953 6.9 5.2 N Y N N N Y Y e Y

8 Zvishavane Ngezi WTP 1974 25 15 N Y N N N N Y Y

9 Beitbridge Beitbridge 1971-3 10.8 9.6 Y Y - N N - Y Y

10 Bulawayo Criterion 1972 180 100 - Y Y Y N N Y Y

N’cema 1940 80 50 - Y Y Y N N Y Y

11 Chegutu Chegutu 1964 16 12 N Y - - - Y Y

12 Chinhoyi New works 1998 12 - N Y - - - - Y Y

13 Gwanda Gwanda 1957 10.8 6.24 N Y Y N N N Y Y

14 Gweru

Gwenoro 1953 62 40 N Y - - - - Y Y

White waters - 7.5 2.5 N Y - - - - Y Y

15 Harare Morton Jaffray Water Works 1954 614 593 Y Y Y Y - Y Y Y

16 Kadoma

Blue Ranges 1985 22 - N Y - - - Y Y Y

Pasi - 18 6 N Y - - - Y Y Y

17 Kwekwe Sebakwe 1954 90 65 - Y Y Y - Y Y Y

18 Shurugwi

Manzimudhaka - 3 1.2 N Y N N N N Y Y

Fernny Creek - 0.45 - N N N N N N Y Y

19 Victoria falls Victoria falls 1972 22.08 16.8 N Y N - - - Y Y

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Appendix Table 1b: Types of chemicals used in a studied ZINWA Water Treatment Plants

Gwanda and Beitbridge details are presented under towns.

No City/ Place

Name Water Treatment

Plant

Year of 1st

Construction

Capacity MLD Chemical Consumption (Average Dosage)

Design Current Pre Cl Alum Coa Aid PAC Soda Ash Lime HTH

Post

Cl

1 Mazowe Catchment

Shamva WSS unknown (˜50) 0.27 0.17 N Y N N N N Y N

Glendale WSS - N/A 0.13 N Y N N Y N Y N

2 Runde Catchment

Mashava WSS Unknown 0.1 0.05 N Y N N Y N Y N

Great Zimbabwe WSS unknown 0.1 0.05 N Y N N Y N Y N

3 Save Catchment

Zimunya WSS ˜1955 0.056 0.046 N Y N N Y N Y N

Checheche WSS ˜ 1980 0.05 0.023 N Y N N Y N Y N

4 Manyame Catchment

Banket WSS unknown n/a n/a N Y N N Y N Y N

Karoi WSS unknown 3 1.5 N Y N N Y N Y N

5 Gwayi Catchment

Nkayi WSS - 2.4 0.72 N Y N N N N Y Y

Hwange WSS - 14.4 5.76 N Y N N N N Y Y

6 Mzingwane* Catchment Plumtree WSS 1972 3.6 2.0 N Y N N Y N Y Y

7 Sanyati

Mvuma WSS 1995 1.3 1.3 - Y N N N N Y Y

Chivhu WSS - 11.67 7.2 - Y N N N N Y Y

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Appendix Table 2a: Chemical dosages, method of determination and dosing methods in studied Water Treatment Plants of LAs

No Place Water Treatment Plant Demand

Current Plant Capacity (MLD) Chemical

Dosage (mg/l) Method of Determining Dosage

Dosing Method Dry Wet

1

Masvingo Bushmead WTP

24

Alum 26 45 Jar Test Gravity Feed

Sodium Silicate 0.2 0.2 Jar Test Dosing Pump

Lime 5 5 Lime Demand Test Gravity Feed

HTH n/a n/a Chlorine Demand Test Gravity Feed

Post Cl Gas 1.9 2.6 Chlorine Demand Test Chlorinator

2 Rusape

Jack Needham WTP

8.5

Alum 50 80 Visual Observation Dosing Pump

Lime 30 50 Comparator Test Dosing Pump

HTH 0.5 0.5 Residual Testing

Post Cl Gas 0.25 0.4 Residual Testing Chlorinator

Town Water Works 5.2

Alum 80 100 Experience Dosing Pump

Lime 40 60 Experience Dosing Pump

HTH 0.6 0.9 Measuring Residual

Post Cl Gas 0.4 0.8 Measuring Residual Chlorinator

3

Kariba

Breezes WTP

10.5 Post Cl Gas 0.3 0.4

Chlorine Demand Test Chlorinator

HTH 200g/hr 200g/hr Chlorine Demand Test Dry Feed

Mahombekombe WTP

7 Post Cl Gas 0.5 0.7

Chlorine Demand Test Chlorinator

HTH 200g/hr 200g/hr Chlorine Demand Test Dry Feed

4

Zvishavane Ngezi Water Treatment Plant

15 Alum 21 50 Estimates Drip

HTH 15 15 Chlorine Demand Test Drip

5 Bindura Bindura WTP 9.5 Alum 20 80 Manual Drip

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No Place Water Treatment Plant Demand

Current Plant Capacity (MLD) Chemical

Dosage (mg/l) Method of Determining Dosage

Dosing Method Dry Wet

HTH n/a n/a Manual Drip

Post Cl Gas 0.6kg/hr 1kg/hr Manual Chlorinator

6

Marondera Longlands WTP

10

Alum 50 70 Visual/Experience Drip

PAC 10 10 Soaking Bags

Lime 20 20 Experience Drip

HTH 50kg/d 50kg/d Lovibond Tests Drip

Post Cl Gas 40 40 Lovibond Tests Chlorinator

7

Mutare Odzani Water Works

80

Alum 2 10 Jar Test Chemofeeders

Lime 4 12 Titration Dry Feed

HTH 1 1.5 Calculation Drip

Post Cl Gas 1 1.5 Calculation Chlorinator

8

Chipinge Bangazaan

4

Alum n/a n/a Experience/Records Drip

Soda Ash n/a n/a Experience/Records Drip

HTH n/a n/a Experience/Records Drip

Post Cl Gas n/a n/a Experience Chlorinator

9

Beitbridge Beitbridge

10,8

Alum 20 30 Jar test gravity

Chlorine gas (post) 1.5 1.5

Residual chlorine target Dosing pump

HTH(pre-Chl) 1.o 1.0 Experience -

10 Bulawayo

Criterion

180 Alum 7.5 30 Jar test Gravity

Chlorine gas (post) 0.9 0.9

Residual chlorine target Dosing pump

N’cema 80 Alum 24 48 Jar test

Dosing pump

Chlorine gas (post) 0.8 1.6

Residual chlorine target

Dosing pump

11

Chinhoyi

New works 12 Alum 200kg/d 500kg/d Experience Gravity

Chlorine gas (post) 20kg/d 20 kg/d

Residual chlorine target Chlorinator

Old works 5.76 Alum 400kg/d 600kg/d Experience Gravity

Chlorine gas 24kg/d 30 kg/d Residual chlorine Chlorinator

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No Place Water Treatment Plant Demand

Current Plant Capacity (MLD) Chemical

Dosage (mg/l) Method of Determining Dosage

Dosing Method Dry Wet

(post) target

12

Chegutu Chegutu

12 Alum 25 50 Jar test Dosing pump

Chlorine gas (post) 2.0 2.0

Residual chlorine target chlorinator

13

Gwanda Gwanda 10.8 Alum 32 80 Jar test Dosing pumps

Chlorine gas (post) 1.0 1.0

Residual chlorine target chlorinators

14

Harare Morton Jaffray 614 Alum 90 120 Jar Test Dosing pumps

Chlorine gas (post) 2.0 2.3

Breakpoint chlorination chlorinators

15

Kwekwe Sebakwe 90 Alum 74 * Jar test Dosing pumps

Chlorine gas (post) 1.7

Residual chlorine target chlorinators

16 Gweru

Gwenoro

62 Alum 25 35 Experience Gravity

Chlorine gas (post) 1.4 2.1

Residual chlorine target Dosing pump

White Waters 7.5

Alum 40 60 Experience Gravity

Chlorine gas (post) 1.2 2.0

Residual chlorine target Drip method

17

Kadoma Blue Ranges

22

Alum 22 77 Jar test Dosing pumps

Chlorine gas (post) 1.30 1.36

Residual chlorine target chlorinators

Pasi 18

Alum 25 75 Jar test Dosing pumps

Chlorine gas (post) 1.8 2.25

Residual chlorine target chlorinators

18

Victoria Falls

Victoria Falls

22

Alum 35 70 Jar test Dosing pumps

Chlorine gas (post) * *

Residual chlorine target chlorinators

19

Shurugwi Manzimudhaka

3

Alum 42 84-125 experience Drip method

HTH (post) 1.7 1.7 Residual chlorine target Drip method

Fernny Creek 0.45

Alum No alum

HTH (post) 0.4 kg/d - Residual chlorine Dosing pump

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No Place Water Treatment Plant Demand

Current Plant Capacity (MLD) Chemical

Dosage (mg/l) Method of Determining Dosage

Dosing Method Dry Wet

target

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Appendix Table 2b: Chemical dosages, method of determination and dosing methods in studied ZINWA Water Treatment Plants

ZINWA

1 Runde Catchment

Mashava WSS 0.055

Alum 10 35 - 55 Jar Test Drip

Soda Ash n/a n/a Jar Test Drip

HTH 2 2 Chlorine Demand Test Drip

Great Zimbabwe WSS 0.055

Alum 10 35-55 Jar Test Drip

Soda Ash n/a n/a Jar Test Drip

HTH 2 2 Chlorine Demand Test Drip

2

Mazowe Catchment Glendale WSS 0.13

Alum 33 40 - 50 Jar Test (once/2months) Chemofeeder

Soda Ash 0 10 Experience Drip

HTH 4 4 Jar Test Drip

Shamva WSS 0.17

Alum 45 60 Jar Test (once/months) Drip

HTH 0.8 0.8 Experience Drip

3

Manyame Catchment

Karoi WSS 1.5

Alum n/a n/a Jar Test Drip

Soda Ash n/a n/a Drip

HTH n/a n/a Jar Test Drip

Banket WSS N/A

Alum n/a n/a Drip

Soda Ash n/a n/a Drip

HTH n/a n/a Drip

4

Save Checheche WSS 0.023

Alum n/a n/a Jar Test Drip

Soda Ash n/a n/a Jar Test Drip

HTH n/a n/a Experience Drip

Zimunya WSS 0.046

Alum n/a n/a Jar Test Drip

Soda Ash n/a n/a Jar Test Drip

HTH n/a n/a Experience Drip

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5

Gwayi Catchment

Nkayi WSS 2.4

Alum 0 70 experience Drip method

HTH (post) 1 1 Residual chlorine target Drip method

Hwange WSS

14.4

Alum 20 30

HTH (post) 1.25 2.0

6

Mzingwane

Plumtree WSS

3.6 Alum 300kg/d - Jar test Drip method

HTH (post) 1.7 1.7 Residual chlorine target Drip method

7

Sanyati Catchment

Mvuma WSS

1.3

Alum 50 60 Jar test Drip method

HTH (post) 2.5 2.5 Residual chlorine target Drip method

Chivhu WSS 7.2

Alum 42 ** Recommended by HQ Drip method

HTH (post) 3.4 ** Recommended by HQ Drip method

*Figures given appear inconsistent **No figures given

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Appendix Table 3: Chemical use patterns from sampled WTPs based on actual consumption rate

5 Annual requirements were calculated assuming 24h power availability, no plant breakdown and maximum current WTP water production capacity 6 Values were calculated assuming 6 months dry season dosage and 6 month wet season dosage 7 Annual requirement of HTH was based on the assumption that it is the only chemical used for disinfection although currently it is used in emergency situations.

No Place

Water Treatment Plant

Plant Capacity(MLD)

Chemical

Dosage (mg/l) Consumption (Kilograms) Annual5 Requirements

Dry Season

Wet Season

Daily Dry Season

Daily Wet Season

Monthly Annual (6 D + 6 W)

Design Current Dry Wet Calculated6 UNICEF supplies Varia

1

Masvingo Bushmead WTP 30 24

Alum 26 45 624 1080 18720 32400 306720 342000 35280

Sodium Silicate 0.2 0.2 4.8 4.8 144 144 1728 0

Lime 5 5 120 120 3600 3600 43200 0 HTH7 n/a n/a 14400 14400

Post Cl Gas 1.9 2.6 45.6 62.4 1368 1872 19440 15840 -3600

2 Rusape

Jack Needham WTP

13.3 8.5

Alum 50 80 425 680 12750 20400 198900 48000 -1509

Lime 30 50 255 425 7650 12750 122400 0

HTH 0.5 0.5 4.25 4.25 127.5 127.5 1530 1080 -450

Post Cl Gas 0.25 0.4 2.125 3.4 63.75 102 994.5 5040 4045.

Town Water Works

6.9 5.2

Alum 80 100 416 520 12480 15600 168480 Above Lime 40 60 208 312 6240 9360 93600 Above HTH 0.6 0.9 3.12 4.68 93.6 4.68 589.68 Above

Post Cl Gas 0.4 0.8 2.08 4.16 62.4 124.8 1123.2 Above

3 Kariba Breezes WTP 12 10.5

Alum 0 0 0 0 0 0 0 12000 12000

Post Cl Gas 0.3 0.4 3.15 4.2 94.5 126 1323 9240 7917

HTH 0.45 0.45 4.725 4.725 141.8 141.8 1701 1800 99

Mahombekombe 11 7 Post Cl Gas 0.5 0.7 3.5 4.9 105 147 1512 Above

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WTP HTH 0.45 0.45 3.15 3.15 94.5 94.5 1134 Above

4 Zvishavane

Ngezi Water Treatment Plant

25 15 Alum 21 50 315 750 9450 22500 191700 270000 78300

HTH 15 15 225 225 6750 6750 81000 10800 -7020

5

Bindura Bindura WTP 14.4 24

Alum 20 80 480 1920 14400 57600 432000 216000 -2160

HTH n/a n/a 15552 15552

Post Cl Gas 0.6 1 14.4 24 432 720 6912 6720 -192

6

Marondera Longlands WTP 13.5 10

Alum 50 70 500 700 15000 21000 216000 180000 -3600

PAC 10 10 100 100 3000 3000 36000 0

Lime 20 20 200 200 6000 6000 72000 0

HTH 5 5 50 50 1500 1500 18000 9600 -8400

Post Cl Gas 40 40 400 400 12000 12000 144000 8400 -1356

7

Mutare Odzani Water Works

66 80

Alum 2 10 160 800 4800 24000 172800 180000 7200

Lime 4 12 320 960 9600 28800 230400 0 HTH 1 1.5 80 120 2400 45 14670 9600 -5070

Post Cl Gas 1 1.5 80 120 2400 3600 36000 8400 -2760

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Appendix Table 4: IWA Best Practise Standard Water Balance

System Input Volume

Authorised Consumption

Billed Authorised consumption

Billed Water Exported Revenue Water

Billed Metered Consumption

Billed Unmetered Consumption

Unbilled Authorised consumption

Unbilled Metered Consumption

Non Revenue Water

Unbilled Unmetered Consumption

Water Losses Apparent Losses Unauthorised Consumption

Customer Meter Inaccuracies

Real Losses Leakage on Transmission and Distribution Mains

Leakage and Overflows at Storage Tanks

Leakage on Service Connections up to point of Customer Meter

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Appendix 5: Stakeholders Workshop Proceedings

RAINBOW TOWERS HOTEL, HARARE: 6 OCTOBER 2011

Summary of proceedings

1. Participants The list of participants, contact details and their organizations are presented in the attached attendance register. The two key ministries (MWRM and MLGUD), Ministry of Finance, Ministry Energy and Power Development, all twenty beneficiary urban councils and ZINWA were represented. Other organizations that sent representatives were UCAZ, Oxfam GB, Environmental Management Agency (EMA), National Institute of Health Research and Institute of Water and Sanitation Development. 2. Opening remarks Opening remarks were presented by host representative, Mrs N P Mudzinge (Director, Urban Local Authorities, MLGRUD). Key issues in her presentation included: - Appreciation on the support from UNICEF;

- Highlighted that the Chemical Support Programme was initially planned to end in

December 2010 but there was need for a strategic withdrawal hence extension to June 2011 and further extended for another 9 months (to March 2012);

- Press statement by joint ministries in relation to the extensions;

- Mutual agreement to carry out the current study on impact analysis and exit strategy;

- Stakeholder workshop to deliberate on findings of study.

She called upon the participants to listen to the presentation and give constructive criticism for the benefit of all. 3. Study team members a) Engineer Z. Hoko (apologies) – Team Leader b) Engineer T Mushamba – Water and Sanitation Expert c) Israel Ndlovu – Financial Expert (Lead Accountant) d) Raymond Zinhumwe – Accountant e) Tinashe Chigodo – Accountant f) Nelisha Chitsungo – Human Resources Expert g) Margaret Makanje – Human Resources Expert h) Morris Mudiwa - PwC Assignment Manager i) Prof Zaranyika – Chemist

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4. Presentations

4.1 Background and methodology of study – Morris Mudiwa a) Presented the outline of history and background to the study and how PwC was

engaged to carry out the impact assessment; b) Objective of study – overall and specific

c) Approach to study;

• Steering Committee set up

• Literature review

• Development of data collection tools

• Stakeholder consultation

• Data collection techniques

• Collection tools

• Interviews – list of institutions covered

• Focus group discussions

• Direct observation

• Challenges faced which included communication, data not readily availability, access to documents in some local authorities.

4.2 Study findings and discussions Study team members presented the findings and discussions as follows: � Technical aspects – Takudzwa Mushamba; � Financial issues – Israel Ndlovu; � Human resource issues - Margaret Makanje; � Recommendations and Proposed Exit Strategy – Israel Ndlovu. 5. Comments and questions from participants Questions/comments: Engineer Jones Nanthambwe - Gweru a) Training of staff that was done was not adequate as it focussed only on staff with

formal educational qualifications, leaving those who are on the posts with no formal qualifications

- Time left and the need for training - Need to address the training needs of technicians working in the field

b) Supply of chemicals - There is a serious capacity constraints on local market resulting in long queues at the

local supplier outlets.

c) Unicef should assist in engaging donors or financial institutions to lend loans to urban councils and ZINWA for rehabilitation.

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Responses: a) The initial training targeted water supply operators with a minimum of 5 O-levels

leaving out WSO without requisite qualifications but including those from other departments who had 5 O-levels. To ensure that the majority of WSO were trained, a tailor made training course was designed to cater for those without 5 O-levels. This tailor made course was offered to 340 WSO.

b) There is need for the consultant to assess local capacity to supply chemicals. c) Ministry of Finance: Most of the issues are self-evident. There are capacity issues

relating to planning e.g. quality of budget submissions; procurement issues; Unspent resources accorded by Ministry of Finance Corporate Governance issues; capacity of local industry e.g. those supplying chemicals. Are there options for alternative supply? Corruption issues. Issues of power supply? Resources and grants to support local authorities – capital and recurrent cost issues. The quality of submissions from the local authorities must be improved with clear targets and outputs. UNICEF – what were the lessons learnt from the UNICEF interventions and how?

Questions/comments: Engineer (Name not specified) a) Main challenges

- Breaking the cycle of mistrust between LAs and the customers; - Need to rehabilitate existing infrastructure e.g. through access to funding institutions;

b) National WASH Policy – There is need for a Water and Sanitation Policy which

promotes full cost recovery.

c) Ring fencing of water A/C – Concern on ring fencing with respect to the obligations

related to delivery of primary health care. Government used to provide subsidies to cover health costs. The rates account also used to assist the councils to finance these obligations. There appears to be no other foreseeable sources of revenue for Councils. How do Councils finance these other services in the light of ring fencing of the water account?

Responses: Main challenges: On the issue of access to funds through financial institutions for rehabilitation for capital investment, there is need for LAs to demonstrate their own integrity in order to be able to access funds. LA need to put their house in order with respect to systems procedures and corporate governance, financial statements and audited statements. National WASH Policy: MLGRUD indicated that MWRDM now has responsibility and oversight on all water issues and will look into the policy. National committee have been established in relevant ministries e.g. MWRDM, MTCID and MLGRUD. Ring fencing of water account: Ring fencing has to be done. Use of the water account as a cash cow is irregular. Alternative sources of funding – general taxation should be the sources of funds. Examples of taxes include rates (based on wealth status, i.e. supplementary charges). For water, authorities should operate on cost recovery basis.

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MLGRUD reiterated that ring fencing is inevitable even with the burden of unfunded mandates. The ministry has already asked the LA to separate water bills from others. This will have to be done to ensure enhanced accountability. Customers now demand this level of accountability. Comment/question: Mr. T. Mwedzi (Finance Director – City of Gweru) Tariff – wide variation across the local authorities what is it that determines this wide variation. How is the tariff determined? Responses: There is need to look into the determinants of costing for the final tariffs. The tariffs need to be rationalisation for LAs across the country. Tariff levels – local authorities are responsible for developing submissions to government. These need to be comprehensive to facilitate approval by government. Current methodology for determining tariffs by LAs is based cost build-up. There is a tariffs study that is already underway at the moment. This study will look into the details surrounding the issue of tariffs and come with recommendations on the way forward. Question/comment: Mr. George Jongoni (Finance Director – Zvishavane Town Council)

It is not true that all LAs did not have audited financial statements for 2010. Zvishavane had audited statements for 2010. How appropriate is the timing of the proposed UNICEF pullout given the pressure/talk about general elections around the corner? Can councils implement these recommendations? Need to request UNICEF to extend support because challenges are still prevalent. LAs are still facing challenges and not yet in a position to take over the procurement of water treatment chemicals. Responses: The consultants were going to verify the number of LAs which had audited statements at the time of consultant’s visits. MLGRUD: On elections – let’s cross the bridge when we get there. Let’s focus on what we can influence. Unicef reiterated that termination of the support in March 2012 is not for debate. Question/comment: S. Yomisi (Environment Manager - EMA): Water quality issues. Is the quality okay and what is the perception of the customers? Willingness to pay will be influenced by quality of water and reliability of supply. Response: The aspect of water quality was handled by the team Chemist who took water samples from selected towns including Harare. Results will be included in the report.

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Customers’ perception is that the quality of water has improved since chemical support from Unicef. Comment: R Somakiwa (Treasurer – Beitbridge): LAs always come up with brilliant initiatives on other sources of revenue but these are shot down by government. Ministry of Finance should look favourably to proposals made and make the necessary changes in existing rules and regulations. Possible sources funds could include royalties and levies (e.g. retention of revenues collected through the BB border posts) or tourism. Comment: There is need to look into the Chemical supply model as was done for the water supply e.g. what are the threats and opportunities? This could assist or strengthen the recommendations relating to central procurement. Comment: ZESA: Electricity supply to water treatment plants. Plants should not be affected by load shedding policy. However, challenges are experienced e.g. capacity and design limitations; system failure, resulting in supply disruptions affecting the plants. To facilitate better supply LAs must lobby for dedicated lines to the plants to ease the management of poor supply. LAs still facing load shedding to their WTPs should engage the Ministry of Energy and Power Development.

Comment: Mr D D Luthe (Plumtree Town Council): Need to scan the environment. The consultant needs to comment on the dual nature of water supply arrangements in urban councils.

Comments from UNICEF representative: Consultants should capture comments made by the participants. Development partners should look at capital development/capital costs items. Possible alternative support areas include cost recovery. How can we best organise for the exit of UNICEF? Comments from MLGRUD

a) Thanked UNICEF for the support they have been providing. b) Noted that UNICEF is unlikely to grant further extension beyond March 2012.

6. Closing remarks - Town Secretary for Plumtree In his closing remarks Mr Luthe highlighted the following: a) “Organisations that do not learn, do not grow”. We have weaknesses and strengths. b) We appreciate the comments. We need to improve service delivery c) Thanked UNICEF for the support provided. d) We are prepared to assume our responsibilities. It is our duty. e) We are now on our own. f) We will use the findings to develop institutions capacity to achieve effective service

delivery.

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7. Attendance Register

Impact analysis and development of a phase out strategy for water treatment chemicals workshop held at Rainbow Towers on 6 October 2011 No. Name Organisation Designation Email Address

1 W Kauma Chiredzi Town Council

Engineer [email protected]

2 S Rukara Chiredzi Town Council

Finance Director [email protected]

3 D Nyatoti City of Mutare Engineer [email protected] 4 T Mtuwani Gwanda

Municipality A/Town Engineer [email protected]

5 M Dube Gwanda Municipality

A/Assistant Treasurer [email protected]

6 T Mafuko City of Harare Quality Assurance Manager

[email protected]

7 G Jongoni Zvishavane Town Council

Director Finance [email protected]

8 S Dube Chipinge Town Council

Town Secretary

9 A Mambirisi Chipinge Town Council

Finance Director [email protected]

10 T Maja Local Government PAO [email protected] 11 John Mhike City of Kwekwe A/Town Clerk [email protected] 12 Morris

Muzema City of Kwekwe A/Dir of Finance [email protected]

13 Tserayi Machinda

UCAZ Programmes Manager [email protected]

14 Steven Mudhuviwa

UNICEF WASH Specialist (Urban Rehab.)

[email protected]

15 Solomon Gabaza

Rusape Town Council

A/Finance Director [email protected]

16 D Museka Rusape Town Council

A/T/S Rusape

17 M K Zaranyika PwC Consultant [email protected] 18 John Mwenda NIHR WASH Researchers [email protected] 19 Misheck

Chatsama Min of Energy & Power Development

Principal Energy Development Officer

[email protected]

20 Western Majiri Kariba Municipality Deputy Treasurer [email protected] 21 Addmore

Nyawasha Institute of Water and Sanitation Dev.

Technical Officer [email protected]

22 Roy Maposa PwC Assistant Director [email protected] 23 Denedict

Dlamini City of Bulawayo Finance Manager [email protected]

24 Susan Dube Chipinge Town Council

Town Secretary

25 Tawanda Gozo Masvingo Town Council

City Engineer [email protected]

26 Murtaz Meliu UNICEF WASH Manager [email protected] 27 Nyaruwanga M Ministry of Finance Economist [email protected]

m 28 Zimbiti W Ministry of Finance Economist [email protected]

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29 Luthe D D Plumtree Town Council

Town Secretary [email protected]

30 Maurukira D MLGRUD Admin Officer [email protected]

31 Gopozah L MLGRUD Admin Officer [email protected] 32 Nyamudeza P PwC Senior Manager [email protected]

c.com 33 Dondo M Kadoma City

Council Town Clerk [email protected]

w 34 Mudzinge N P MLGRUD Director nyaraipriscillah.mudzinge@

gmail.com 35 Zinhumwe R PwC Finance Consultant [email protected]

c.com 36 Sebele L MLGRUD Accounts Officer [email protected] 37 Ngwerume C MLGRUD Financial Advisor [email protected] 38 I Ndlovu PwC Consultant [email protected] 39 A Nhamo MLG C/Financial Advisor [email protected] 40 A Garikayi OXFAM GB WASH [email protected] 41 J G

Nanthambwe City of Gweru Director of

Engineering Services [email protected]

42 M Chiraya Zvishavane Town Council

Director of Engineering

[email protected]

43 M D S Kaitano Karoi Town Council Town Secretary [email protected] 44 S Yomisi EMA Env. Manager [email protected] 45 T E Mwedzi City of Gweru Finance Director [email protected] 46 J Makuwaza City of Harare,

Harare Water Management Accountant

[email protected]

47 C Chineka Marondera Municipality

Director of Works [email protected]

48 D M Siphuma Beitbridge Town Council

Water Supplies Civil Eng. Technician

[email protected]

49 W Mutikani Karoi Town Council Director of Finance [email protected] 50 Zhou Faustina City of Kadoma Director of Finance [email protected] 51 Jori Danister City of Masvingo A/Deputy Treasurer [email protected] 52 Mapondera

Walter Ministry of Water Planning Technician [email protected]

53 Dhlakama Pauline

Ministry of Water Ecologist [email protected]

54 Ngoni Mudege WSP/UNICEF Consultant [email protected] 55 Sally Jambwa UNICEF Programme Assistant [email protected] 56 Blessing Zindi UNICEF WASH Officer [email protected] 57 Morris Mudiwa PwC Consultant [email protected]

m 58 Mushamba T N PwC Consultant [email protected] 59 Nelisha

Chitsungo PwC Consultant [email protected].

com 60 Margaret

Makanje PwC Consultant [email protected].

com 61 Gandiwa

Nyasha Ministry of Environment

Environmental Officer [email protected]

62 Kiwe Sebunye UNICEF Chief WASH Officer [email protected] 63 Abel Gotora Chinhoyi

Municipality Chamber Secretary [email protected]

64 Kanganiso Chinhoyi Accountant [email protected]

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Watadza Municipality 65 Rejoice

Somakiwa Beitbridge Town Council

Treasurer [email protected]

66 Nicholas Moyo UNICEF WASH Officer [email protected] 67 Dean Amos

Masawi Bindura Municipality

Admin Officer [email protected]

68 S Chipunza ZGA PAO [email protected] 69 F G Manzira ZINWA Water Supplies

Manager [email protected]

70 T Khumalo Victoria Falls Town Council

Town Treasurer [email protected]

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Appendix 6: Summary of the proceedings of the presentation to senior Government Officials and Development Partners.

VENUE : MLGRUD OFFICES, 9th Floor, Makombe Building. Harare Date: 27 March 2012 On the 27th of March 2012 a high level meeting was held at the MLGRUD Offices, Makombe Building to discuss the high level findings from the UNICEF study on Impact analysis and development of a phase out strategy and plan for water treatment chemical support to urban councils and ZINWA. 1. Participants The list of participants, their organisations and designations are presented in the appended attendance register. 2. Opening remarks The Honourable Minister Dr Chombo attended the meeting together with the two permanent secretaries for MLGRUD and MWRDM, Mr Mpingo and Mr Chitsiko respectively. The meeting started at 16:11. Mr Chitsiko thanked all the participants for making time for the meeting. He thanked the Honourable Minister for coming and then he handed over the floor to the PwC team. Mr Morris Mudiwa (PwC Assignment Manager) introduced the PwC Consulting Team. These were;

Engineer Hoko – Team Leader; Professor Mark Zaranyika (Chemist); Margaret Makanje (Human Resource Consultant); and, Takudzwa Mushamba (Civil Engineer).

One member, Israel Ndlovu, the Finance Consultant, was not available, having offered his apologies. 3. Presentation The presentation was done by Engineer Hoko. He highlighted only the critical points. After the presentation Mr Mpingo thanked the consultants for the presentation. He noted that some serious corporate issues had been raised in the presentation and these had to be attended to. Observations on issues of accountability such as publishing of financial results were said to make a lot of sense even though already there is transparency in council systems where sometimes residents just do not partake in such forums to enlighten them about what takes place in the council. 4. Comments on the presentation Mr Mpingo : He talked about the importance of splitting certain roles between the Ministry of Environment and Natural Resources Management and the Ministry of Water Resources Development and Management (MWRDM)and also the need to synchronise local government activities and ZINWA activities so that the two complement each other. He also acknowledged UNICEF as a strategic partner who was now winding down the support and hence this analysis as to how well prepared the local authorities and ZINWA were in taking over the provision of water treatment chemicals. He talked about how the current infrastructure was run down and how re-engineering was required. He then gave the floor to

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the Honourable Minister Local Government Rural and Urban Development Dr Ignatius Chombo. Hon Minister, Dr. Chombo: The minister thanked the consultants for the good presentation. He said local authorities and ZINWA were going to continue supplying safe water to people and had to employ quick and sustainable interventions to take over from what UNICEF was doing. The Minister emphasized that the procurement of chemicals was a recurrent expenditure (about 10% of their water budget) which council should finance from their revenue. He also categorically stated that all the councils had been given ample time for preparedness and the issue of the Government requesting for any extension was out of question. He advised the Permanent Secretaries of MLGRUD and MWRDM to convene a follow-up meeting with all the local authorities and ZINWA where the presentation of the findings and recommendations should be done and then get an update on the level of their preparedness and also devise a plan for implementation of the recommendations of the phase-out strategy report. Each local Authority should come up with action plans on how they plan to implement the recommendations raised by the study such as how much chemicals to secure, how they will effectively ring fence the water account and how they can get partners in the water business. He gave an example of the City of Harare who were forced to revisit their strategic plan which was full of issues that were not related to the budget. From the budget presented Hon Minister said it seems the budget was put together just to increase salaries, yet when cities are doing well they can get more allowances. There is an increasing need to look for opportunities and creative and innovative ways to generate revenue. He emphasized that local government officials should attend that workshop and point what they can do from their current budget and also taking up some recommendations from the report. The Honourable Minister also pointed out the possibility of privatising urban water supplies. He said that there should be new thinking in which the private sector can play a role in Urban Water and Sanitation issues. The private sector can come up with water models that move with the times. When private players run water industry as a commercial entity, stealing or poaching of water will come to an end. The Honourable Minister pointed out other ways the local authorities can embark on so that their working efficiency can be increased such as publishing of financial results, performance contracts for senior staff so that they can justify their existence. The minister also touched on the issue of staff where unskilled people are employed for political reasons and so it was imperative that rationalisation of staff be done using the suggested method such as basing numbers of employees on number of connections. He said there is need to try new water supply models that have been proven to work elsewhere in similar economies in the region and the world. The need for dedicated power lines also came up and the Honourable Minister concurred to the necessity of such. He also touched on the issue of bulk purchases so that the local authorities can benefit from economies of scale. The Honourable Minister then charged the two permanent secretaries to get together and come up with a date so as to quickly convene a meeting for local authorities to make presentations on their quick interventions. Mr Mpingo then thanked the Honourable Minister and promised that himself and Mr Chitsiko would take up the issue and quickly convene the meeting. That marked the end of the meeting.

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5. Way forward In order to ensure this does not end as shelf study the Hon Minister suggested that a one day Workshop with the key people from Urban Councils and ZINWA be held as a matter of urgency where these high level findings will be presented. Each local Authority should then come up with a plan on how they will quickly implement the recommendations raised by the study. He emphasized that MLGRUD should attend that workshop and point what they can do from their current budget and also taking up some recommendations from the airport. At the end of the meeting the two Permanent Secretaries met and discussed on the scheduling of the One day workshop. It was agreed that this would be held on the 3rd of April. MLGRUD were going to send out invitations to the different Urban Councils. 6. Closing remarks The meeting ended with the Permanent Secretary in the Ministry of Local Government Rural and Urban Development, Mr. Mpingo thanking all for attending. 7. Attendance register

Participant Designation Organisation

Hon Dr. I.M.C Chombo Minister MLGRUD K. Mpingo Permanent Secretary MLGRUD R.J Chitsiko Permanent Secretary MWRDM Z. Hoko Team Leader (Consultant) PwC M. Mudiwa Assignment Manager PwC T. Mushamba Civil Engineer (Consultant) PwC M. Makanje Human Resource Consultant PwC Prof Mark Zaranyika Chemist (Consultant) PwC A. Mujuru Engineer Urban Council Engineer’s

Forum (UCAZ) V.H. Choga A/P. D MWRDM P.F. Duri Secretary General ZILGA P. Shoko Director EMA P. Biri Chairperson – Middle

Manyame Middle Manyame Catchment Council

Steven Mudhuviwa Wash Specialist UNICEF Mutarza Malik MASH Manager UNICEF Lilian Nduta Emergency Response Fund

Manager UN-OCHA

Michael Webster Snr Water/Sanitation Specialist

World Bank

Dagobert Mureriwa WASH Programme Manager AUSAID Fadzai Mukonoweshuro Snr WASH Programme

Manager AUSAID

Emmanuel Nzabanita ZIMFUND Manager AfDB Kiwe Sebunya Chief WASH UNICEF Helmut Lang German Intern Coop GIZ

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Appendix 7: Summary of proceedings of the high level presentation to Urban Councils and ZINWA

Date: 03 April 2012

Venue: MLGRUD Boardroom, 9th Floor, Makombe Building, Harare .

Agenda

TIME ACTIVITY FACILITATOR 08:30 – 08:35 1. Introductions Director – Urban

08:35 – 09:20 2. Presentations of the Report by

the UNICEF Consultant UNICEF Consultant

09:20 – 09:35 3. Responses from Local Authorities and Ministry

Secretary for Water Resources Development and Management

09:35 – 09:45 4. Way forward Secretary for Local Government , Rural and Urban Development

09:45 – 09:55 5. Image Building for the UNWTO General Assembly

Secretary for Local Government , Rural and Urban Development

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On the 3rd of April 2012 a high level meeting was held at the MLGRUD Offices, Makombe Building to present the high level findings from the UNICEF study on Impact analysis and development of a phase out strategy and plan for water treatment chemical support to key staff from urban councils and ZINWA.

1. Participants The list of participants, their contact details, organisations and designations are presented in the appended attendance register. 2. Opening remarks The Permanent Secretary for MLGRUD, Mr. K. Mpingo, welcomed all participants to the meeting. He pointed out that whilst the meeting was to present the high level findings from the study the Urban Councils were expected to show how they intend to action the recommendations from the study. He also pointed out that the meeting was also meant to discuss on how to prepare for the United Nations World Trade Organisation General Assembly to be held in 2013 in Victoria Falls. After the opening remarks Mrs Mudzinge handed the floor to the Consulting Team. Mr Morris Mudiwa (PwC Assignment Manager) introduced the PwC Consulting Team members who had come to make the presentation. These were;

• Engineer Hoko – Team Leader;

• Takudzwa Mushamba (Civil Engineer). 3. Presentation The presentation was done by Engineer Hoko. He went through the detailed presentation covering background to the study; objectives the study approach and methodology incorporating formation of a Steering Committee, review of relevant literature, development of data collection tools; stakeholder consultation, key informant interviews and physical assessments at water treatment plants. He then presented the key findings and recommendations. Key amongst a number of issues raised was the fact that most of the locals were adhering to the WHO guidelines on drinking water quality although we have our own national standards on such by the Standards Association of Zimbabwe (SAZ), 1997. 4. Comments and questions from participants

After the presentation Mrs Mudzinge thanked the consultants and opened the floor for comments. All the local authorities and ZINWA confirmed that they have made necessary arrangements for procurement of the chemicals with effect from 01 April 2012. All the councils were also asked by the Ministry to devise plans for implementation of recommendations of the strategy and submit to the Ministry. Questions/Comments

Gweru City - Under ring fencing separation of bills may not be the way forward. The systems we use may not be able to separate the different types of bills. Separation will also increase the cost of billing as more stationery would be required.

Bulawayo City – Ring fencing is a challenge for Engineers. Some of the problems arise from delegated mandates from Government such as health and social services which are not funded. There is need for direct support from Government.

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Mucheche (Provincial Administrator Mash West) – Ring fencing is difficult in the current situation as the Local Authorities are unable to meet their current obligations.

Chegutu (Kamba) – Issues of compatibility of billing with ZIMRA requirements such as fiscalisation. There are other challenges that still need to be addressed e.g. incompatibility of gadgets to these proposed systems. There is need for a holistic approach.

On procurement of chemicals there is an arrangement that has been put in place to procure chlorine gas at the same price that UNICEF was getting at from A. I. Davis. The same could be done for the other chemicals. Consultants could have expanded their scope to include other suppliers.

Dr. T. Mahachi (Harare City) – On the procurement of chemicals the Councils need to do something to leverage on economies of scale. LAs need to get together and negotiate prices to get chemicals in bulk.

Responses:

Dr. T. Mahachi (Harare City Council) - Separation of bills can be done by the system. One needs to understand how to request such from the system. Harare Water has tried it using the BIQ system. It is therefore possible to separate and manage the revenue differently.

If we cannot ring fence we will not be able to justify borrowing monies. We need bankable projects to be able to justify any borrowing.

Chegutu (Kamba) – On procurement of chemicals there is an arrangement that has been put in place to procure chlorine gas at the same price that UNICEF was getting at from A. I. Davis. This facility is for a period of two years. UCAZ could look for ways to come up with similar arrangements for the other chemicals.

Mrs Mudzinge – UCAZ was asked to communicate with all LAs on the chlorine facility. Councils need to resolve that they will be participating in this initiative. Separation of bills needs to be discussed and Local Authorities need to come up with an action plan.

There should be clear demonstration of the expenditure of revenue from water and related services e.g. what services are being subsidised through water revenue? This can be used to advocate and lobby for funding for those other services. On the issue of staffing levels there is need to move to benchmarking as opposed to mere numbers. LAs can learn from Zambia’s experience.

Questions/Comments

Chegutu (Kamba) –our tariffs are not realistic if we compare with others in the region. We need to have good policies in place. Improper financing and funding mechanisms stall progress and it becomes increasingly difficult to come up with sustainable solutions.

There is low liquidity in the country. Without proper funding it will be difficult to tackle the issues raised.

Ruwa (Mujuru) – Meter under registration is a major issue hence replacement of meters remains critical. On the issue of water meters how can we finance the

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replacement of the meters? The government should play a pivotal funding role on this. The Consultants were supposed to have commented on issues of sustainability with regards to the issue of replacing water meters.

Chegutu – Can the consultants comment on whether the LAs will be able to continue on their own after UNICEF withdrawal?

Bulawayo – Have submitted the PSIP with some initiatives to solve some of these problems. An amount dedicated to metering can pilot this program. There should be a drive towards bench marking e.g. salary to revenue a measure of performance should be in place.

Responses:

Mrs Mudzinge (MLGRUD) – LAs need to think and find ways of actioning the recommendations. Issues of customer care for example need to be looked at seriously. The LAs need to demonstrate how innovative they will be. There is no guarantee for government support.

Government will pay what it owes the LAs and ZINWA.

There may be need to set up a committee to steer this process up.

Consultants – The issue of LAs being able to take over hinges on several things which have been highlighted in the report. The main point is that LAs need to set their priorities right on the issue of chemicals. There is need to change the way we look at things for example specifications, replacement of aged infrastructure, testing capacity e.t.c.

ZINWA – Government should assist with seed money for meters to LAs and ZIWA.

Government should also facilitate the payment of debts owed by Government departments.

5. Way forward

The following was agreed as part of the way forward;

1. Ring fencing – MLGRUD will send a circular to all LAs to remind them to ring fence the water revenue. A deadline of 30 April 2012 was agreed.

2. Central (Bulk) Procurement of water treatment chemicals – It was agreed that the initiative which had been started under UCAZ for the procurement of chlorine gas would continue. During the meeting it transpired that some LAs had not yet received any communication from UCAZ requesting them to secure resolutions from their Councils to participate in the initiative. In this initiative UCAZ negotiated with A. I. Davis to sell Chlorine Gas to LAs and ZINWA at the same price which they were selling to UNICEF at. Ultimately the plan is to establish a similar arrangement for the other two water treatment chemicals, HTH and Alum.

2.1 It was agreed that all LAs which had received the communication from UCAZ should formally communicate to MLGRUD that their Councils had passed the resolution to participate in procuring chemicals together with other LAs. This communication to MLGRUD should be done by mid April 2012.

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2.2 Those LAs which had not received the communication were asked to make their council resolutions and communicate the outcome to MLGRUD by the end of April 2012.

3. Strategic Plans – All LAs were asked to prepare strategic plans for 2012. The LAs are supposed to unpack their 5 year strategic plans to show what they will do in 2012 with regards to taking on board the recommendations on water and sanitation which came from the report. This will also be in preparation for the UNWTO to be hosted in 2013. Harare City Council already has such a plan and their plan was circulated to all LAs so that they follow the same format. No deadline was given yet.

4. Water Meters – Each LA will come up with a plan of how they will approach the issue of replacing water meters using funds from their current budgets.

5. Benchmarking – It was agreed that at the next Engineers’ Forum and Treasurers’ Forum this issue of benchmarking will need to be shared and ideas on best practices exchanged.

A presentation of the World Bank funded tariff study should be done at those meetings because the study touches on issues of benchmarking as well.

6. Provincial Administrators were mandated to monitor the implementation the recommendations by the LAs.

6. Attendance register

Participant Organisation Designation Mobile Number

Email

K. Mpingo MLGRUD Permanent Secretary

Z. Hoko PwC Team Leader (Consultant)

0772338899 [email protected]

M. Mudiwa PwC Assignment Manager

0772932089 [email protected]

T. Mushamba PwC Civil Engineer (Consultant)

0776297793 [email protected]

Steven Mudhuviwa

UNICEF Wash Specialist 0772426510 [email protected]

Mutarza Malik UNICEF MASH Manager 0772124280 [email protected] T. E. Mwedzi Gweru City

Council Financial Director

0712424945 [email protected]

M Jezhezhe MLGRUD Chegutu DA 0772375153 S. Siziba Shurugwi Town

Council Town Secretary 0772769052 [email protected]

B Musarira Kadoma Town Council

Engineer 0775117090 [email protected]

V. Mutambirwa

City of Kwekwe Water & Sewer Engineer

0772787579 [email protected]

C. Chiringa MLGRUD A/PA Manicaland

0773392620

N. Nyaningwe Kariba Municipality

Town Engineer 0772232847 [email protected]

S. Dube City of Director - 0777161246 [email protected]

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Bulawayo Engineer T. Gama Gwanda

Municipality J/Engineer 0773283813 [email protected]

M. Hungwe MLGRUD Deputy Director 0772774525 [email protected] X. Dube Gwanda

Municipality A/ Chamber Secretary

0773886792 [email protected]

A. Tome MLGRUD PA Harare 0772336285 G. Kusangaya City of Harare Finance Manager 0772100009 [email protected] G. Jongoni Zvishavane

Town Council Finance Manager 0712872635 [email protected]

B. Chineka Marondera Municipality

Director of Works

0774446175 [email protected]

S. Mudhuviwa UNICEF WASH Specialist 0772426510 [email protected] P. Ndebele 0775782046 [email protected] J. Jayi MLGRUD PA 0772762241 [email protected] K. Muzandaka Rusape Town

Council Town Engineer 0775267513 [email protected]

C. Maseka Rusape Town Council

Administration T/S

0772980840

A. Mujuru Ruwa Town Council

Town Engineer 0772722521 [email protected]

R. Manatsa Chegutu Municipality

Town Engineer 0773807303 [email protected]

W. Kauma Chiredzi Town Council

Town Engineer 0777613387 [email protected]

D. Nyatoti Mutare City City Engineer 0772249187 [email protected] B. Dube Victoria Falls

Municipality Accountant 0772831796 [email protected]

C. Musekiwa ZILGA Communications Officet

0773572208 [email protected]

L. Mutendeke ZILGA Programme Officer

0712741272 [email protected]

J. Chauke MLGRUD Accountant 0773053449 S. Chipunza MLGRUD PAO 07726682 [email protected] T. Devera Bindura

Municipality Town Engineer 077515881 [email protected]

U. Mapxashike EMA Environmental Officer

0777804773 [email protected]

A. Tinofa Chitungwiza Town Council

Town Engineer 071232532 [email protected]

T. N.ushamba PwC Consultant 077627793 [email protected] A. Mandigo Chegutu

Municipality Town Clerk 0712432634 [email protected]

R.T. Musambasi

MLGRUD Student Attachee 0773102173 [email protected]

E. Charamba Shurugwi Town Council

Town Engineer 0772819486 [email protected]

E. Mukaratirwa

Masvingo City Council

D/City Engineer 0773223531 [email protected]

J. Mandizvidza MLGRUD Acting PA 0775143175 M. Malik UNICEF WASH Manager 0772124280 [email protected] E. Sithole MLGRUD DA-Umguza 0712925441 K. Ncube MLGRUD PA Bulawayo 0712719703 [email protected] B. Maramba Norton Town Engineer 0773078686 [email protected]

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Council C. Chitiyo MLGRUD PA Midlands 0712310908 [email protected] E. Magaisa MWRDM Director 0712706111 [email protected] G. Mawere MWRDM A/Director 0772909147 [email protected] K. Watadza Chinhoyi

Municipality Accountant 0772943463 [email protected]

S. Gumbo Chinhoyi Municipality

Civil Engineering Technician

0773050130 [email protected]

S. Kamba Chegutu Municipality

Finance Director 0772918021 [email protected]

L. Sebele MLGRUD Accountant 0773755630 [email protected] I.T Rwodzi ZINWA Director

Operations 0712631926 [email protected]

H. Murindagomo

ZINWA Director Finance 0712870428 [email protected]

T. Mafuko City of Harare Quality Assurance Manager

0772513219 [email protected]

T. Mahachi City of Harare Town Clerk 0712233086 [email protected]

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Appendix 8: Estimated Target Population for the UNICEF Water Treatment Chemicals Support

Assessed Town *Estimated Target beneficiary Population

Bindura 50,000

Bulawayo 1,500,000

Chegutu 120,000

Chinhoyi 150,000

Chipinge 30,000

Gweru 300,000

Harare (Includes Norton, Chitungwiza & Ruwa) 3,150,000

Kadoma 120,000

Kariba 34,000

Kwekwe 120,000

Marondera 80,000

Masvingo 110,000

Mutare 300,000

Rusape 59,000

Shurugwi 25,000

Victoria Falls 31,520

Zvishavane 40,000

ZINWA 2,000,000

Total 8,219,520 * Estimated population from Urban Councils and ZINWA. ZINWA population includes Gwanda, Beitbridge and Plumtree. Harare population includes that of Ruwa, Chitungwiza and Norton which get their water from Harare Water.

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Appendix 9: Data Collection Tools

Benchmarking Checklist 1. Do you take note of /record the unaccounted for water and/or water losses? Method/Document Quantity/Unit time Metered unbilled Unmetered unbilled Pipe losses Reservoir losses Pipe bursts Unmetered unbilled Valve and hydrant leaks Vandalism Other specify

The figures above are based on Estimates □ Calculated values □

2. What is the (average) total amount of water lost annually?

Value Volume Monetary Value

The figures above are based on Estimates □ Calculated values □

3. What is your average response time when there is?

Average response time Causes Pipe burst Plant breakdown Customer complaints? Other

4. Did you set a target/ benchmark the following? (specify period of benchmarking)

Y/N Performance Rating Acceptable values Metered unbilled Unmetered unbilled Pipe losses Reservoir losses Leakage Pipe bursts Valve and hydrant leaks

Other specify

5. What do you think is the greatest cause of water losses in your water supply system?

And if you were to reduce it what would be the desired/acceptable value?

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(Number them from the greatest the least)

Magnitude Acceptable , desired value/range Metered unbilled Unmetered unbilled Pipe losses Reservoir losses Leakage Pipe bursts Valve and Hydrant leaks Other specify

6. Where do you think there is the greatest potential of increasing revenue generation

in your WSP?

Number Reducing metered unbilled Reducing unmetered unbilled Reducing pipe losses Updating the consumer database Reducing reservoir losses Reducing leakage Reducing pipe bursts Reducing valve and hydrant leaks Improving customer care Meter testing and calibration Increasing WTP capacity Others

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COUNCIL QUESTIONNAIRE

(Where council may not be responsible for part or all of the services)

Compiled by………………………….date……………Name of council …………………………………

Nature: urban � rural � Designation of interview(s)……………………………………………………

1. What is your role in water supply………………………………………………………………………...... 2. What is your role in sewerage management ……………………………………………………………. 3. From your point of view what is the status of the water supply

services:…………………………….............................................................................................. 4. What is your opinion of the quality of water………………………………………………………….... 5. Generally how can you describe the water available including hrs per

day……………………………...................................................................................................... 6. From your point of view what is the status of the sanitation

services………………………………............................................................................................ 7. What do you think are some of the major challenges in water

supply……………………………………………………………………………………………………................. 8. What do you think are some of the major challenges is sewerage

management……………………………………………………………………………………………................ 9. Do you think you can plan a role in water supply……………………………………………………… 10. If yes please give details:………………………………………………………………………………........... 11. How have you been helping in water

supply?.................................................................................................................................. ………………………………………………………………………………………………………….....................

12. Do you think you can play a role in sewerage management?.......................................................................................................................

13. If yes please give details:………………………………………………………………………………............ 14. What has been the effects of the current state of water supply services

……………………………………………………………………………………………………………………………………………………………………………………………………………………

15. What has been the effects of the current state of water supply……………………………………... 16. What are your suggestions for improvement of services……………………………………………...

……………………………………………………………………………………………………….................... 17. Compared to the period before 2008 do you think now water supply has improved? Yes �

No � 18. If yes it has improved in what

way?........................................................................................................................................ 19. Compared to the period before 2008 do you think water borne diseases have decreased

or increased? ………………………………………………………………………………. .............................

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Culture survey checklist

(To be administered by way of discussion to staff)

• Do managers value my views, whether the views are the same or different from theirs?

• Is the local authority’s success is more important than our work area's success?

• Is staff enthusiastic about work?

• Do managers keep promises they make to staff?

• Do managers demonstrate teamwork among themselves?

• Are managers are held accountable for results, even if the results are bad?

• Does the council operate with integrity?

• Is staff held accountable for results, even if the results are bad?

• Do managers give straight answers to tough questions?

• Do managers encourage doing business with integrity?

• Is the council’s success is more important than our own?

• Are Departments/ sections are held accountable for results, even if the results are bad?

• Do managers encourage respect for differences (culture, ideas, race, etc.) among us?

• With all our differences (culture, ideas, race, etc.), do we work together well?

• Does the local authority judge its work against high standards?

• What are the implications of the exit of UNICEF water chemical treatment

sponsorship?

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Customer Care Questionnaire

1. What is your strategy for managing customer relations?

(Y/N) Verification/Document a. customer care policy/ charter b. customer care unit/department c. facilities for customer care d. appropriate human resources

2. If yes on (a) above who heads the customer services department (designation)

____________________________________________________________________________________________________________________

3. How is communication with the customers done?

____________________________________________________________________________________________________________________

4. What is the average number of complaints received monthly?

____________________________________________________________________________________________________________________

5. What is the main mode of complaining? (Give the % if available)

____________________________________________________________________________________________________________________

6. What are the three most frequent complaints? (List starting with the highest)

____________________________________________________________________________________________________________________ __________________________________________________________

7. How does the authority asses itself in terms of performance as viewed by the

customers?

____________________________________________________________________________________________________________________

8. Do you engage customers in?

Y/N If yes how?

operations

budgeting

capital Projects

technology Selection

9. Do you think improving customer care improves revenue collection?

Yes □ No □ 10. If yes can you give an estimate of the percentage increase in revenue collection?

11. Do you think improving the customer care reduces vandalism? Yes □ No □

12. Do you think this will change if you improve customer care? Yes □ No □

13. What is the average reporting time when there is a pipe burst?

14. How do consumers report when there is a pipe burst

____________________________________________________________________________________________________________________

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15. Do they know were to report? Yes □ No □

16. What is the number and were is it displayed? (verification required)

17. Do you constantly update the consumers on the water and sanitation situation?

Yes □ No □ 18. If yes how? _______________________________________________

19. What are other initiatives may/will improve revenue collection? (list all)

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________Of those listed in 14 above which one most effective easiest to implement

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Finance Aspects

Audited Accounts (2009-current)

Issue Response Notes/Source Are accounts available? Management accounts 2011 and financial statements from 2009-current.

Are the accounts audited? Copy of available accounts obtained? Obtain the 2011 water account budget

Tariffs

Issue Response Notes/Source Gain understanding on tariff structure/categorisation and documentation thereof e.g. domestic and industrial etc

Review of tariff structure/rates. What is the process? including statutory requirements

Adequacy – Interview key persons in order to ascertain the adequacy of the current tariffs to cover the expenses covered under the water account. - Discuss the budget with the key

focal persons.

Other Income. Find out what other income collected adequacy etc...For example; - Connection fees - Fixed charges - Penalties; illegal connections,

water rationing schemes - Government subsidies - Donor interventions - Any other source of income. - Confirm other income is being

accounted for properly. i.e. equal Dr and Cr.

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Billing

Issue Response Notes/Source Frequency; - How frequent is billing? - Frequency of meter reading? - Difficulties being faced in meter reading

and billing?

Method of assessment (estimation) of billing when the meter reading is not done.

Volumes; - Number of customers NB number of customers is not equal to number of water meters - compare with population statistics (e.g. households under housing department) - Difficulties being faced in quantifying and identifying customers - are there any indications of water beneficiaries not being billed. - Volume of Water

- Volume of water billed - Volume of water supplied/pumped from

water Works NB Cross verify the above and get reasons for discrepancies e.g. leakages

Billing software; - Is it in place? - How effective is the system? - Any challenges?

Payment Methods; - What are the payment methods available? - Location of the revenue halls and/or where

can people pay?

In the case of ZINWA supplying water, is the council able to pass on the costs of the water to consumers with a reasonable mark-up?

Water Bills; - What is the average water bill stratified by

consumer categories, - How affordable are the average bills

above?

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Revenue Collection

Issue Response Notes/Source Obtain debtors age analysis and discuss with focal person

Obtain an understanding and documentation to support the method of revenue collection; - Sending of bills - Debt recovery process. E.g. cut-offs of water

supply, legal recovery process - How effective the recovery processes are - Difficulties being faced in debt collection (if any)

Expenditure

Issue Response Notes/Source Obtain an understanding and supporting documentation of the expenses by major function; E.g. purchases of raw water, electricity, chemicals, salary and wages etc

Prepare a breakdown of the expenses as a proportion of total expenses. In particular the proportion of the total expenses represented by chemicals

Of the total expenditure what proportion and amount is UNICEF support to the water account? (In total not necessarily chemicals alone)

Effect of ZINWA/Councils handover takeover. - Any liabilities inherited? How these liabilities are

being handled

Capital Expenditure (CAPEX) - What CAPEX assistance has been received from

UNICEF and any other sources? - How is CAPEX funded normally? - Any CAPEX budget in place?

Technical assistance

Chemicals

Issue Response Notes/Source What are the actual chemicals that are used in the supply of water?

What are the quantities of each that are required? UNICEF support for chemicals? What are the costs of the chemicals? Including cost/unit (specify unit)

What other funding is available currently and prospectively for procurement of chemicals? including corporates and donors

Obtain documentation of the current stock levels of each of the chemicals and approximately how long the chemicals are going to last

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Phase Out

Issue Response Notes/Source Awareness - Are they aware that UNICEF is going to terminate

its support?

Timing - When is UNICEF going to terminate (if answer

above is Yes)

Anticipated Constraints - What are the anticipated constraints from the

pull-out?

Strategies - What are the strategies that are in place or

expected to be put in place to mitigate the constraints identified above?

What assistance would you require in order to prepare for the Phase-Out?

Table 11: Staff details for water and sewerage services delivery

Staff designation No. on establishment

No. in post

Location Remark [see examples under (a)]

Director of Works (DOW) or Director of Engineering Services (DOES) or District Engineer

Deputy DOW/DOES Water and Sewerage Engineers Water and Sewerage Technicians

Water and Sewerage superintendent

Water foreman Sewerage foreman Water plumbers Sewerage plumbers Operators/plumber’s assistants Meter readers Billing clerk General workers Other support staff

(a) Also responsible for other services or based at Head office in area X (b) You are free to adjust the designations to suit those of the organisation (c) Also attach the general organization structure as well as that related to Engineering

services giving more details on water and sewerage

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Table 12: Details of connections Town/Growth Centre Name

Category Total number on individual connections

Total number on shared/bulk connections

Residential High-density Residential medium-density Residential low-density Commercial Industrial Institutional Table 13: Details of metering - Town/Growth Centre Name .............................) Category Total

number of meters

Total number of meters faulty/not working

Total number of disconnected connections

Remark

Residential High-density Residential medium-density Residential low-density Commercial Industrial Institutional Table 14: Water burst and sewer blockages data – Town/Growth Centre Name ..

Period/month Sept 2009

Oct 2009

Dec 2009

Jan 2010

Feb 2010

March 2010

April 2010

May 2010

June 2010

July 2010

Aug 2010

Number of bursts

Number of sewer blockages

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UNICEF impact assessment health questionnaire

District: Hospital/Clinic name: _________________________________________

Interviewer name: ______________________________ Date____________________________________

Interviewee designation_________________________ Approximate age: _________________

1. What is the total number of cases of water borne diseases reported monthly/yearly in

district? (Estimate to the nearest 10 for (0-100) or nearest 100 for (101-1000), nearest 1000 for (>1000) as appropriate).

2008 2009 2010 The total number of cases of water borne diseases The ratio of water borne diseases to ALL diseases (water borne/all diseases) 2. The answers to the above are based on what? (personal estimates, reports specify)

__________________________________________________________________________________________________________________________

3. What are the common water borne diseases in the district? _______________________________________________________________________________________________________________________________________________________________________________________

4. In which months or periods do you have highest levels (total) of water related diseases described in 3 above __________________________________________________________________________________________________________________________

5. Do you have specific figures of water related diseases per suburb? Yes � No � If the answer is yes complete the following table Area Name

Water related cases (no. or %)

Area Name

Water related cases (no. or %)

Area Name Water related cases (no. or %)

6. What do you think has been the effect of the water rehabilitation programs on health and

hygiene status of the district __________________________________________________________________________________________________________________________

7. What do you think has been the effect of the chemical support programs on health and hygiene status of the district __________________________________________________________________________________________________________________________

8. How has the number of water borne diseases due to domestic use been affected by the chemical support programs? Increased ���� Reduced ���� Remained the same ���� Not sure����

9. Which are the worst affected area/suburb in terms of water borne diseases? __________________________________________________________________________________________________________________________

10. What could be the main reason why these areas are more affected than others _____________________________________________________________

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__________________________________________________________________________________________________________________________

11. What suggestions do you have for future interventions programmes to improve the impact on health? _______________________________________________________________________________________________________________________________________________________________________________________

12. Did you do any municipal water quality tests between the periods 2008 to 2010? Yes �

No �

13. Results of the water quality tests available? Yes � No � water quality test results

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Human Resources Assessment

Date: ________________________________

Work Area: HR and Administration Works and Engineering Services Finance

Management Level: Middle Management Senior Management

1. Does your local authority have a Strategy for Water and Sanitation?

Yes No (If yes, go to question 2, if no, go to question 3) 2. When the strategy was last reviewed? _________________

3. Does the strategy have an HR component? Yes No

(If yes go to question 4, if no go to question 5) 4. What is your view of the implementation of the HR component of the strategy and it’s

measurables?

_____________________________________________________________

________________________________________________________________________________________________________________________ Does the organisation structure support the water and sanitation objectives? Why?______________________________________________________________________________________________________________________ __________________________________________________________________________________________________________________________

5. Is staff qualified in line with organisational objectives and person specifications?

Yes No Reasons:_______________________________________________________ __________________________________________________________________________________________________________________________

6. How is the staff establishment determined?

_________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

7. Do you have a Performance Management Policy and System

Yes No (if yes go to question 9, if no to question 10) 8. What is your assessment of the effective is the Performance Management System

_______________________________________________________________________________________________________________________________________________________________________________________

9. Are there any legal compliance issues that may have a bearing on service delivery e.g.

adherence to ZINWA Act and Local Authorities Act from an HR perspective and what is

the compliance level?

_______________________________________________________________________________________________________________________________________________________________________________________

10. Is the infrastructure conducive for service delivery and facilities performance

(ergonomics) Yes No

Why?_________________________________________________________ _____________________________________________________________

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__________________________________________________________________________________________________________________________

11. Did your authority get technical assistance from Donor community and what kind of

assistance?

_______________________________________________________________________________________________________________________________________________________________________________________

12. What is your assessment of the knowledge management and sharing process and the

capacity of local staff to take over?

_______________________________________________________________________________________________________________________________________________________________________________________

13. Do you have an HR Development Strategy?

Yes No (If yes please furnish us with a copy) 14. Do you have an internal training program to address skills gap?

Yes No (If yes go to question 16, if not to question 17) 15. How is the training program developed and structured?

_______________________________________________________________________________________________________________________________________________________________________________________

16. What is the policy on staff wanting to further studies?

_______________________________________________________________________________________________________________________________________________________________________________________

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INSTITUTIONAL OR INDUSTRIAL OR COMMERCIAL SURVEY QUESTIONNAIRE

Compiled by……………………………………………..date……………………………………………. Name of town/settlement …………………………Nature: urban rural Area name……………………

A. DETAILS OF INTERVIEWEE

20. Sex M� F� Age …………….years designation……………….…

B. GENERAL DETAILS OF PROPERTY

21. Type: institutional � industrial � commercial� other …………………………

(Institutional is schools, colleges, churches etc)

22. Nature of business………………………………………..Property size ……………………m2

C. HOUSEHOLD CHARACTERISTICS

23. How many people work on the property(total)…………………………………………………………

24. What is the number of those who stay on the property?.................workers……………..total

including their families

25. For schools churches etc how many pupils in total …………………………………………………….

26. For schools how many are boarders and day scholars? Boarders……………..day

scholars………

D. SERVICE TYPES

27. Are you connected to reticulated water supply Yes �No �

28. Is the connection metered? .Yes �No �

29. If connected is the meter working Yes �No �

30. If not connected how do you get to know the amount

due………………………………………………

31. What is the sanitation systems in place? flush toilet connected to council sewer� flush

toilet connected to septic tank� ordinary pit latrine �Blair toilet� ecosan� no

facility� other…………………...

E. COSTUMER PERCEPTION OF SERVICE

32. What is the frequency of access to water? Daily� once every 2 days� once a week�

once a month �rarely � erratic� other………………………………………………………………………

33. When water is available what is the average time per day it is available?.................hrs

34. How regularly is your meter red? once every month� once in two months �once in three

months �rarely � never �other……………………………………………

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35. How regularly do you receive your water bills? once every month� once in two months

�once in three months �rarely � never �other……………………………………………

36. Do you consider the details on your bill as accurate : . Yes � No�

37. Are you satisfied by the frequency and timing of your bill Yes � No�

38. Are you satisfied by the quality of water supplied Yes � No�

39. Have you ever made a complaint to the water supplier……………………………………………..

40. What has been your most frequent complaint or last complaint …………………………..……….

41. In your opinion are the complaints handled timeously and diligently Yes No

other……………….

42. What is your overall rating of the performance and quality of service for water:

Excellent � very good � good � fair � poor � very poor�

F. WATER USE

43. How much water is required at the property for normal operations? ……….m3/day or

month ….not known�

44. What is water used for at the property?..............................................................................

45. What is your alternative source of water? …………………………………………………

46. Is this alternative used even when supply is normal? Yes � No�

47. if yes it contributes what fraction of total water requirements?.............%

G. WILLINGNESS TO PAY AND AFFORDABILITY

48. How much is the average water bill?................................

49. Is it affordable?..............................................................

50. After receiving your bill how long does it take you to pay the bill

Less than a week � within two weeks �within 3 to four weeks �within two months� other…………..

51. If the service would improve in terms of say hours of water availability, quality of water

and accuracy and timely delivery of the bill would you be willing to pay more for water?

52. If Yes what is the maximum that you can pay for water……………………………………

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Water reticulation assessment tool 102

WATER RETICULATION EVALUATION TOOL

Is the water supply system feeding other towns or surrounding areas?................ Name the other areas :............................................................................................ Population & properties in the town served/connected...............people............stands. Stand category Total in the town Total connected High-density Medium-density Low density Informal settlements commercial Industrial Institutional (schools, camps, churches etc)

other For unconnected houses where do they get water ................................................... ……………………………………………………………………………………………………………………. Estimated total demand of the town.........................................................m3/day What is the amount supplied to neighbouring areas.................... m3/day Domestic demand................................................................................ m3/day Industrial & commercial demand..................................................................... Estimated current water losses as % of production............................................ General problems and challenges in water supply 1.............................................................................................................................. 2.............................................................................................................................. 3.............................................................................................................................. Bulk transport of treated water: Type of transport (gravity or pumping)............................................................... What is the number booster pump stations on the bulk transport line? .......... What is the total number of pumps installed?................................................... What is the number of duty and standby pumps?.............duty...............standby What is the number of functional pumps?.............duty...............standby

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Water reticulation assessment tool 103

Distribution system: Type of transport (gravity or pumping)......................................................... Pipe material.........................., sizes of pipes ................ Age of pipes What is the number booster pump stations on the bulk transport line? .......... What is the total number of pumps installed?................................................... What is the number of duty and standby pumps?.............duty...............standby What is the number of functional pumps?.............duty...............standby Is there waste metering or bulk metering?....................................................., Where is it metered........................................................................................ Are there indications of water leakages observed during the visit? ............................................................................................................................ How is the system operated (is it zoned)...................................................... If zoned what is the basis (pressure, residential type etc).................................... Who is responsible for running the zones and how are they related to the head office........................................................................................................ Is the zone metered to facilitate water audit................................................ What is the frequency of meter reading........................................................ How do you quantify unaccountable for water? ................................................. What is the current average frequency of bursts? ............................................. .How much is the connection fee ....................................................................... How do you investigate illegal connections?................................................................................................ Status of reservoirs Material of

construction (RC or brick or steel or fibre)

Elevated or ground

Total number installed

Number functional

No. With functional outlet meters

No. With functional level control

1 2 3 4 5 6 7 8

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Water reticulation assessment tool 104

9 10 Attach additional sheet if required What is the design method for reservoir level control?............................................ ..................................................................................................................................... Do you also dose chemicals in distribution reservoirs or at booster pump stations? If yes give details including total quantities.............................................. .................................................................................................................................... Do you have you own

• Water infrastructure repairs and maintenance workshops Yes � No �

• Water meter repair and testing/calibration workshop Yes � No � • Data and information section Yes � No �

• Internet connection Yes � No � • Radio communication systems Yes � No � Comment……………………………………………………………………..

What management strategies and systems are in place …………………………………………………………………………………………

WATER DEMAND MANAGEMENT OR WATER CONSERVATION

• Is there provision for water demand management or conservation in council policies etc?…………………………………………………………………….

• Are there water conservation or water demand management strategies in place? if so give details:…………………………………………………. • Is water demand management a continuous exercise or only when there are problems (event

triggered)……………………………………………..

• What is the key element or vision of your WDM strategy…………………… ………………………………………………………………………………… What are your key WDM strategies being implemented (e.g. water rationing, pressure mgt, closing valves) ………………………………………………………………………………………………………

• Is there a dedicated unit or section for water demand management Yes � No �

• What documents are in place for water demand management for the organization?…………………………………………………………………..

• Do you have a leak detection equipment give details:…………………………. ………………………………………………………………………………

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• During water supply shortages where do the consumers get water from?………………………………………………………………………………… • What water loss control strategies are in place?...............................................

• What is the benchmark for unaccounted for water as litres/ connection or % of production.....................................................................................................

MAINTENANCE

• What are the maintenance strategies for

� Reticulation system:………………………………………………………………..

� Meters:……………………………………………………………………

a) Meter reading

• What is the total number of meter readers………………

• What is the frequency of meter reading on average………………………….

• Do you have problems of illegal connections Yes � No �

Information

• What information is generally kept on the following aspects of the water supply systems?

� Transmission……………………………………………………………….

� Reservoirs ……………………………………………………………….

� Distribution network………………………………………………………….

� Meters or connection………………………………………………………….

Water burst

• What strategies are there to manage water burst?:……………………………

• How are burst or leaks identified?:………………………………………………

• How are burst or leaks reported :………………………………………………

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Asset management

• Do you have an asset register? Yes � No �

• What are the broad categories:………………………………………………….

• Do you have an asset replacement policy or strategy? Yes � No �

Risks

• What measures are in place to deal with the following problems?

� Energy i.e. electricity supply shortage or cuts:………………………………..….

� Major breakdowns:………………………………………………………………

� Major burst:……………………………………………………………………..

� Industrial action:…………………………………………………………………

� Water quality deterioration:……………………………………………………..

� Water quantity inadequacy i.e. such as drought :……………………………….

Any other interesting data:……………………………………………………………….

Operational challenges

What are your 3 most serious challenges? 1:…………………………………………………………………………………………........................................... 2:………………………………………………………………………………………….......................................... 3:………………………………………………………………………………………….......................................... What are your suggestions for each of these three challenges in the order listed above 1:…………………………………………………………………………………………........................................... 2:………………………………………………………………………………………….......................................... 3:………………………………………………………………………………………….......................................... Staffing responsible for water reticulation

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designation establishment Number in post

Stationed where

Is post dedicated only to water (Yes or No)

Remark

Engineer technician Superintendent Foreman supervisor chargehand overseer Fitter Fitter’s assistant Electrician Electrician assistant

Boiler maker Boiler makers assistant

Plumber Plumber’s assistant

operator General hands Meter readers If staff is dedicated to other sections specify e.g. sewer, roads etc

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Key units of distribution system operation

Establishment of staff unit Staff in post Water burst crew Leak detection team Connections crew/team Booster pump stations Please note that the details of staff here are only for operations their numbers and designations should be included in the table above.

• Do you have routine refresher training of your staff? Yes � No �

• If yes give details of the staff categories and frequency.

Staff category Training frequency In-house or external

training

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a) Metering

Type of development Total number of metered customers

Number of individually metered customers

Number of bulk metered customers

Number of individually connected unmetered customers

Number of customers on stand or communal taps

Industrial and commercial

Institutional Domestic high-density

Domestic medium-density

Domestic low-density Informal settlements Institutional (schools, camps, churches etc)

Other

b) Details of fault meters

c) Meter reading

Type of development

Faulty Individual meters Number or %

Faulty Bulk/shared meters Number or %

Total number (or %)of disconnected individual connections

Total number (or %)of disconnected bulk/shared connections

Residential High-density Medium density Low-density Industrial and commercial

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• What is the total number of meter readers………………

• What is the frequency of meter reading on average………………………….

ZONE OR WASTE METERING Is there waste metering or bulk metering?....................................................., What is the total number of bulk meters?....................................................... STATUS OF THE WATER RETICULATION

suburb/area name

total no. of developed properties

properties connected to water supply network

Approx age range of distribution mains [yrs]

Approximate age of meters

other water sources Remarks

Age could be put in bands of years if precise details are not available e.g 0-5; 5-10; 10-15 etc

Table 15: Water bursts (Number)

List of five priority works

Year/month Jan Feb March April May June July August Sept Oct Nov Dec

2007

2008

2009

2010

2011

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(investment) to improve water distribution 1...................................................................................................................................................... 2...................................................................................................................................................... 3...................................................................................................................................................... 4...................................................................................................................................................... 5......................................................................................................................................................

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IMPACT WATER TREATMENT EVALUATION TOOL

Urban/rural centre name : .....................Name of Plant............................................. date of assessment........................................... assessed by:.......................................

PLANT HISTORY .Date of first construction: ........................Date of second expansion:................ Date of third expansion............................................... PLANT KEY DATA Design capacity.........................................m3/day Current operational capacity................................................. m3/day Current feed............................................... m3/day Planned hrs of operation............hrs Current hours of operation (give reasons)................ PLANT SITE: Fencing ……………………landscaping….................outdoor lighting…...................... BUILDINGS: General state of buildings: ........................................................................................ CHEMICAL STORAGE FACILITIES: Are there chemical storage facilities............................................................................... and what is their state...................…................................................................................ Unloading and handling methods……………………………………………………… What are the stock and capacity levels for each chemical? Complete table below Chemical Storage capacity Average stock

levels in the last six months

Stock levels during visit

What method of stock management is practiced (FIFO or LIFO)....................... LABORATORY: Is there a laboratory on site? Yes� No� Equipment for bacteriological parameters Refrigeration � .incubator� Oven� microscope� balance� What other equipment is there for bacteriological analysis............................................. Equipment physical and chemical parameters pH metre� Chlorinator � Residual � chlorine� Reagents�. Jar testing equipment� Turbidity meter. �. Conductivity meter. �. Other apparatus............................................................................................................... Quality of water abstracted..............................................................................................

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COAGULATION Type of coagulant?.................................................................................. Are scales or flow recorders for measuring dosages provided?............................................ Total measuring devices provided.......................................................................................... Number of measuring devices working?................................................................................ .How is dosage determined?.................................................................................................. Is there any pH correction and with what chemical to what level?........................................ What are the general problems with the dosing equipment for coagulation ................................................................................................................................................... pH correction Are scales or flow recorders for measuring dosages provided?............................................. Total measuring devices provided............................................................................................ Number of measuring devices working?................................................................................... .How is dosage determined?..................................................................................................... What are the general problems with the dosing equipment for pH correction?................................................................................................................................ Rapid mixing: Number of units......................................, type of mixer........................................................... Volume............................. Retention time................................................................................. Status of mixers:........................................................................................................................ Flocculation: Method of flocculation:............................................................................................................... Number of tanks ......................................................................................................................... Critical dimensions (LxW or Dia)..................................Depth .........................., retention time.................................. Type of mixer................,.................................................................. Status of mixers for flocculation specify total and no. Working:............................................. ................................................................................................................................................... Settling tanks: Type 1 Number ............................., Critical dimensions (LxW or Dia)..................................Depth ....................., m, retention time...........................hr, Design overflow rate........................... m/day, current overflow rate....................m/day Sludge is drained to where?.................................................................................. Type 2 Number ............................., Critical dimensions (LxW or Dia)..................................Depth ....................., m, retention time...........................hr, Design overflow rate........................... m/day, current overflow rate....................m/day Sludge is drained to where?.................................................................................. FILTERS Filter type 1 Type of filters................., Number of units ..........................., Critical dimensions (LxW or Dia).................Depth ..... m, area of each .........................................................m2 Design rate of filtration............m/hr, current rate of filtration....................m/hr Filter media: Type of filter media:..........................................depth...................................m, When was the filter media last replaced?.............................................................

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Backwash: Rate .........................................m/hr, water required.........................................m3/day for all filters, Backwashing water is supplied by? pumping �gravity� . Method of backwashing......................................................... Backwashing includes water �air� What is the frequency of backwashing................................................................. What is the average duration of backwashing? total :.................................... Sludge disposal method......................................................................................... Disinfection Type of disinfection: chlorine gas� or HTH �or other............................................. Are scales or flow recorders for measuring dosages provided?.......................... Total measuring devices provided...................................................................... Number of measuring devices working?.......................... .How is dosage determined?.................................................................................. Is there any pH correction and with what chemical to what level?...................................................................................................................... What are the general problems with the dosing equipment for coagulation ...................................................................................................... Chlorine containers: Size ............................................, storage for containers................................................. Equipment for handling containers.................................................................................. CLEAR WATERSTORAGE AND PUMPING Storage: Number of storage tanks................................................................................................... Total capacity.................................................................................................................... Pumped where to?............................................................................................................ Number of duty pumps.............................number of standby pumps............................. Standby power provided? ....................................Capacity ............................................. What is the pump control mechanism? ........................................................................... QUALITY ASSURANCE What drinking water standards are adhered to or targeted............................................. What water quality parameters are measured Parameter Frequency of testing Place of testing ie offsite or

onsite Where are results send to?? .................................................................................

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Staffing responsible for water treatment at the site

designation establishment Number in post

Stationed where

Remark e.g those formally trained

Engineer Superintendent Senior operator Fitter Fitter’s assistant

Electrician Electrician assistant

operator chemist Chemist technician

Assistant lab staff

TRAINING OF STAFF Is there routine staff training organised by the employer?................................. What is the frequency of such training?.............................................................. When was this training last held?........................................................................ Did you receive other training during 2008 to 2011............................................. Who supported?......................................................... Who was trained?............................................................................................. OPERATING PROCEDURES AND MANUALS Are there clear operating procedures or instructions on site?............................ They are in the form of?.................................................................................... Water treatment flow scheme

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Summary of key plant units

Unit Type of system

Total Installed capacity

Total operational capacity

Number in place

Number functional

No. Funct but with some problems

No. not functional

remarks

Raw water pumps Raw water abstraction system

Raw water flow measuring devices

Raw water mixing Coagulant mixing facilities

Coagulant dosing pumps

Flocculation chambers

Sedimentation tank Filters Disinfectant preparation facilities

Disinfectant dosing equipment

Ammonia preparation facilities

Ammonia dosing equipment

Clear water pumps (low lift)

Clear water storage Clear water pumps (high lift)

Clear water measuring devices

Overall chemical storage

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Chemical usage

Process Type of chemical

Point of dose

Current dosage

Design method of dosage

Current Method of dosage

Dosage in dry season

Dosage in wet season

Is current Dose adequate

Pre-oxidation Activated carbon pH correction Coagulation Coagulant aid Algaecide Disinfectant (chlorine gas)

Disinfectant (HTH) Ammonia Final pH correction Other (1) Other (2)

Summary of water produced. [1,000 m3/month]

Other problems at the plant:.......................................................................................................... ........................................................................................................................................................ ........................................................................................................................................................ List of five priority works to improve water production 1...................................................................................................................................................... 2......................................................................................................................................................

Year/ month

Jan Feb Mar Apr May Jun Jul Aug Sept Oct Nov Dec remark

2007 2008 2009 2010 2011

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HOUSEHOLD SURVEY QUESTIONNAIRE

Compiled by……………………………………………..date……………………………………………. Name of town/settlement …………………………Nature: urban rural Area name……………………

H. Water Use

1. Are you connected to municipal water supply…………………………………………….…………. 2. Do you have other sources of water besides municipal

water?......................................... 3. Are you getting enough water currently? Yes � No� 4. Is this alternative used even when supply is normal? Yes � No�

I. DETAILS OF INTERVIEWEE 5. Sex M� F� Age …………….years 6. Status: Owner � spouse of owner� offspring of owner� tenant � spouse of

tenant � other………………………

J. HOUSEHOLD CHARACTERISTICS 7. What is the total number of people residing on the

property………………………………………........ 8. How many people are employed in your family…………………………………….……….

K. SERVICE TYPES 9. Is the connection metered? .Yes �No � 10. If connected is the meter working……………………………………………………………………..

L. COSTUMER PERCEPTION OF SERVICE

a. WATER AVAILIBILITY 11. What is the frequency of access to water? Daily� once every 2 days� once a

week� once a month �rarely � erratic� other………………………………………………………………………...............................................

12. When water is available what is the average time per day it is available?.................hrs 13. How regularly is your meter read? once every month� once in two months �once in

three months �rarely � never �other……………………………………………......................... 14. How regularly do you receive your water bills? once every month� once in two

months �once in three months �rarely � never �other……………………………………………...........................................................................

15. Do you consider the details on your bill as accurate: . Yes � No� 16. Are you satisfied by the frequency and timing of your bill Yes � No� 17. Are you satisfied by the quality of water supplied Yes � No� 18. Have you ever made a complaint to the water supplier Yes � No� 19. What has been your most frequent complaint or last complaint

…………………………..………........................................................................................... 20. In your opinion are the complaints handled timeously and diligently Yes No

other………………..........................................................................................................

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21. What is your overall rating of the performance and quality of service in terms of water supply:

22. Excellent � very good � good � fair � poor � very poor�

23. Please answer Yes/No to the following questions on water quality Aspect 2008-2009 2010-2011 Did the water have a bad smell? Did the water have any visible particles (things) inside?

Did the water have a bad color?

M. WILLINGNESS TO PAY AND AFFORDABILITY 24. How much is your usual water bill?............................................................................. 25. Is it affordable?............................................................................................................. 26. If the service would improve in terms of say hours of water availability, quality of

water and accuracy and timely delivery of the bill would you be willing to pay more for water? �

27. If Yes what is the maximum that you can pay for water…………………………………… 28. As compared to the period 2008/9 what do you think has been the trend of water

borne diseases like cholera, diarrhoea, stomach aches etc in your area?

29. Increased � decreased � remained the same �

30. no cases of water borne diseases in both periods � not sure �