WOP between DAWACO, Da Nang, Vietnam and MWC Manila, Philippines

Working Areas (WAs)​

Operational challenges identified with mentor​

Actions per STAP​

​

Major ​

Accomplishments​

Working Area 1: ​

NRW management​

- High NRW ​

- Ineffective leak detection​

- Lack of leak detection equipments​

- No Zero pressure test (ZPT)​

1. Calculation of Water Balance in pilot DMAs​

• 
  

  Training on WB calculation​

  
  


• 
  

  Submission of data to mentors (maps of DMA boundaries, network and customers) ​

  
  


• 
  

  Revised calculation​

  
  

2. DMA Management Program​

• 
  

  Training on ZPT​

  
  


• 
  

  Training on leak detection​

  
  


• 
  

  Customer survey in Hai Chau​

  
  


• 
  

  Zero pressure test in pilot DMAs to be conducted by DAWACO on Nov 2020​

  
  


• 
  

  Procure leak detection equipment​

  
  

1. Initial calculation completed​

• 
  

  Training done in Manila, Jan 2020​

  
  


• 
  

  Data submitted and reviewed by Mentor​

  
  


• 
  

  Revised calculation being reviewed by mentor​

  
  

1. 
   

   ​

   
   

2. Training on ZPT training held online on Sept 25​

​

Next steps :​

• 
  

  Leak detection training postponed for mentor visit​

  
  


• 
  

  Customer survey​

  
  


• 
  

  ZPT results to be reviewed by mentor once submitted​

  
  


• 
  

  Procurement of leak detection equipment. Tender dociuments being prepared​

  
  

Working Area 2​

​

Customer service​

 ​

- Decision to establish a customer service call center has been taken​

- No customer service standards exist ​

- No dedicated call-in number for customers​

- Complaints manually logged but no analysis of the types of complaints nor tracking of complaints are made​

• 
  

  Complaints are received in all branches as well as HQ​

  
  

- No computerized customer reporting system in place.​

- Records of customer complaints done manually with no or limited analysis of the complaints ​

- Absence of tracking of complaints and actions taken​

• 
  

  ​

  
  

1. 
   

   Training on MWC’s customer service management program in Manila: Jan 2020​

   
   


2. 
   

   Creation of a Call Center​

   
   


3. 
   

   Drafting a process of receiving and solving customer’s complaints in Call Cente​

   
   


4. 
   

   Drafting Customer FAQs​

   
   


5. 
   

   Development of Customer Service Standards and Protocols​

   
   


6. 
   

   Drafting a Questionnaire on customer satisfaction​

   
   


7. 
   

   Surveying the customers in the pilot of Hai Chau district​

   
   


8. 
   

   Analysing survey results​

   
   


9. 
   

   ​

   
   

Note: all activities on track for completion in 2020​

1. 
   

   Mentee visit to Manila Water (January 2020); learned about the advantages of Manila Water Call Center and apply them appropriately at Dawaco Call Center.​

   
   


2. 
   

   Completed on time and currently operational Completed on time. The process has been approved and issued.​

   
   


3. 
   

   Reviewed by the Mentor and will be finalised.​

   
   


4. 
   

   Reviewed by the Mentor. The final version has been submitted.​

   
   


5. 
   

   Reviewed by the Mentor. The final version has been submitted.​

   
   


6. 
   

   Questionniare on customer satisfaction reviewd by mentor​

   
   


7. 
   

   Postponed due to Covid-19 pandemic. It is proposed to be done by the end of Oct, 2020.​

   
   


8. 
   

   Analysing survey results: Dec 2020​

   
   

​

Next steps:​

• 
  

  Conduct of customer survey in Hai Chau and analysis of survey results​

  
  

Working ​

Area 3:​

​

Asset management​

- Need for a Condition Assessment Report due to old data in FMECA software no longer being used  ​

- GIS data for WTP exists but don’t have an Asset Management program​

1. 
   

   Development of a Condition Assessment Report (CAR) for Cao Do WTP: first draft in Oct 2020 and final draft in Dec 2020​

   
   


2. 
   

   Implementation of Asset Management Program​

   
   

1. 
   

   Following a training on asset management and sharing of templates by mentor, the CAR for Cao Do WTP will be completed on November 2020.​

   
   


2. 
   

   The existing draft Asset Management Guidelines of DAWACO will be adjusted after receiving the sample asset management Guidelines from MWC. Expected to completed in Dec 2020.​

   
   


3. 
   

   ​

   
   

Next steps:​

• 
  

  Final CAR for Cao Do ​

  
  


• 
  

  Final Asset Management Guidelines for Cao Do​

  
  

Working Area 4: ​

​

Human resource development​

 ​

- Need to translate company targets into KPIs​

- No Guidelines for Annual Staff Evaluation​

- No an annual staff evaluation​

- No a staff training plan​

- No a HR management software​

​

 ​

1. 
   

   Develop KPIs for DAWACO as an organisation ​

   
   

• 
  

  Introduction to MWC KPIs and training on on how to translate corporate KPIs to staff KPIs: Jan 2020 ​

  
  

2. 
   

   Development of training plan for staff ​

   
   

• 
  

  Training needs assessment ​

  
  


• 
  

  Formulation of training plan ​

  
  


• 
  

  Implementation of plan​

  
  

1. 
   

   Corporate BEIs submitted to People’s Committee and aproved, DAWACO built these KPIs based on BEIs approved.​

   
   

• 
  

  Training on KPIs done in January 2020​

  
  


• 
  

  Mentor provided templates of KPIs and Business Enterprise Indicators (BEIs).​

  
  


• 
  

  MWC provided DAWACO with examples of their own KPIs and BEIs for reference and guidance of mentee.​

  
  

2.  Training plan for staff submitted by​

      DAWACO on Oct 2020 for review of mentor​

Next steps:​

• 
  

  Conduct training needs assessment​

  
  


• 
  

  Finalize training plan​