Thiru Ko.Si.Mani, Hon'ble Minister for Rural Development and 
Local Administration, Chairman, CMWSS Board.

1.0. Chennai 'Metrowater' stands committed "to making a positive contribution to improve the Chennai city environment and to enhance the health and quality of life for the citizens in Chennai city by providing them with adequate supply of safe and good quality water, by collection, treatment and safe disposal of sewage at a reasonable price, and by providing customer service in a prompt and courteous manner". This would be achieved through several measures such as -  By 

1.providing reliable and equitable water supplies in compliance withstatutory standards; 
2.collecting wastewater treating and returning it to the environment, or arranging its re-use having regard to impact and in compliance with statutory standards; 
3.using assets more efficiently to deliver the best possible service; 
4.providing timely information to stakeholders and communicating with customers; 
5.developing long term strategies and actions; 
6.achieving sustainable financial self-sufficiency; 
7.maximising employee potential; and 
8.monitoring performance; 

2.1.       For providing reliable and equitable water supply, a  Master Plan was prepared in the year 1978 (at the time of formation of the Board) and was updated in 1991 to meet the needs of population expected in the year 2021.   This Master Plan has been under implementation in stages with internal resources as also with the financial assistance from Government of Tamil Nadu (GOTN), World Bank, JBIC (Japan Bank for International Cooperation),  Housing and Urban Development Corporation (HUDCO), Tamil Nadu Urban Infrastructure Development Corporation (TUFIDCO), etc. 
 

2.1.1     This Master Plan envisages optimum usage of existing infrastructure and carrying out the following:

(a) to draw, treat and distribute additional water flows from Krishna river, and 
(b) to rectify the systemic distortions such as inequitable distribution, low pressure, leakage and other losses by rehabilitation and strengthening the  distribution system. 

2.1.2     To achieve the above, the CMWSS Board has introduced the concept of  'Zonal Distribution Network' by dividing the City into 16 zones under which each zone would be provided with a self contained sub-system consisting of water distribution station having underground tank/overhead tanks, pump house and pumpsets, a network of distribution  system and transmission mains to convey treated water from the water treatment plants to the water distribution stations. 

2.2.1     In the first stage works for drawal of 300 mld of additional water from Redhills lake; conveyance and construction of a 300 million litres daily capacity treatment plant at Redhills; transmission mains to convey treated water from Redhills treatment plant to the existing four water distribution stations (Anna Poonga, Southern Headworks, K.K.Nagar and Pallipattu) in city; minor improvements to local water distribution systems; laying new mains in unserved areas; replacement of choked up C.I. mains and damaged AC and PVC mains were completed at a total cost of about Rs.132.00 crores between 1991-96 and consequently the city water supply increased from 240 MLD to 440 MLD from Sep 29, 1996 onwards on receipt of Krishna river water. 

2.2.2      In the second stage, works for drawal of 530 mld of raw water from Chembarambakkam tank, treatment and conveying treated water; construction of 12 new water distribution stations  in city, clear water transmission mains from the water treatment plants to the water distribution stations and strengthening and expansion of
local water distribution systems in 11 zones have commenced from 1997 onwards and are proposed to be completed by 2003-2004. 

2.2.3     In the third stage, improving existing Kilpauk water treatment plant and 4 existing water distribution stations; clear water transmission mains for about 13 kms. length, and strengthening local water distribution systems in the remaining 5 zones have been programmed to be taken up beyond 2004 and completed during 2005-2010. 

2.3        Identification of additional water sources and conservation of water:

2.3.1    Araniar-Kortaliyar river basin ground water potential reassessment study:
             The Araniar Kortaliyar river basin covering an area of about 1000 sq.kms. is situated at about 30 km. distance from Chennai City.  Presently irrigation is carried out in an area of about 300 sq.kms. and about 44 mld of water is drawn by CMWSS Board from this aquifer and supplied to industries and city.  Studies carried out in 80s have estimated the sustainable yield from this source to be about 960 mld.  Another study carried out in 90s by the State PWD has estimated the sustainable yield as 1627 mld.   Hence a two stage study  is proposed to be taken up under the World Bank funded Second Chennai Water Supply project and completed in about three years time.   After the assessment of the sustainable yield of the aquifer under two scenarios (with and without irrigation abstraction); an assessment of the determinants of performance of existing Metrowater's wells and methods for improving the performance of those wells, indicative design for Well Fields to transmit specified quantities of water (upto 80% of the sustainable yield) to Metrowater and  indicative costs for such development will be completed and if it is found feasible to obtain sufficient quantity of ground/surface water, second stage of study will be taken up to advise on modalities as also to designing a system to abstract, harness and supply water.   If this study succeeds, large quantity of water can be made available from this nearby source. 

2.3.2.    Water conservation measures 
                  Keeping in view the expected gap in demand and supply in future,  Metrowater has initiated various water conservation measures as a part of its 'comprehensive water management strategy'.  Leak detection and rectification works, rainwater harvesting, controlling indiscriminate extraction of ground water and recharging of ground water are some of the important conservation measures being systematically undertaken by Metrowater. 

i)         Leak Detection and Rectification
Due to growing water  demand, the conservation measures such as Unaccounted for water programmes and leakage control measures are drawing increased attention among water utilities all over the world as alternative means to extend available sources.  In an effort to comprehensively and successfully address the issue, Metrowater has embarked upon a massive 'leak-detection and rectification work' throughout the city to be implemented in a phased manner.  Under this programme of conserving the unaccounted for water, all house service lines are proposed to be replaced with non-corrosive MDPE pipes besides the renewal of all damaged distribution mains and PVC/AC distribution mains with CI pipes. During the year under report, under IIIrd phase of the programme all these works involving 34,800 house connections and associated distribution mains were completed and the leakage level brought down from 30% to 5% which by all means is a great achievement, when compared to internationally acceptable leakage level of 10%.    The remaining 1.70 lakhs service connections are proposed to be covered in phase 4 and 5 programme at an estimated cost of Rs.153.50 crores to be completed by July 2002 resulting in overall saving of  about 80 MLD of water. 

ii)         Rain water Harvesting and Recharging Ground water

a)  Rainwater harvesting measures 

Rainwater harvesting measures were first initiated in 1994 and are being continued. Many type designs have been developed for implementing rainwater harvesting measures in independent houses, multi-storied buildings etc.   During last year  Metrowater also launched a campaign under the banner "One year action plan for water management in Chennai" on 22.3.98 involving NGOs, leading builders, eminent citizens, etc.  besides the Government Organisations associated with the development of Chennai City to create an awareness on the importance of conserving the precious rainwater as well as to implement rain water harvesting measures.  Besides creating awareness, Chennai Metropolitan Water Supply and Sewerage Board in association with Chennai Metropolitan Development Authority has also initiated certain 
 regulatory measures to conserve water.  While building plan permissions are given for new buildings the provision for rainwater harvesting has been made mandatory.  In order to conserve water while using for flushing cisterns the consumers are also advised to use a maximum of 6 litres capacity cisterns in toilets. 

b) Ground Water Management:

Recharging of aquifer in Tamaraipakkam, Kortalaiyar Flood Plains and Kannigaiper by operating the three check dams has been a major achievement in this field.  The system introduced for arresting advancement of saline water intrusion in Minjur aquifer by injecting a portion of abstracted ground water was continued to be in operation and the intrusion of salinity effectively contained.

 The provisions of  Ground Water Regulation Act, 1988 also continued to be implemented effectively.  After 1996, no licences for extraction and transportation of ground water have been issued. 

 The figures shown below would show as to how effective implementation of these measures has improved the level of ground water table by recharging ground water. 

                Any improvement and expansion to water supply systems can be said to be complete only when sewerage system is also simultaneously improved upon and upgraded to handle the additional sewage flow consequent to the water augmentation.  Therefore, a Master Plan for upgrading the sewerage system was first formulated in 1978 and subsequently updated in 1991 to meet the demand of 2021 population.  This Master Plan is under implementation in stages synchronising with the improvements to water supply systems by assigning definite priority for removal of constraints in operations, extension of sewerage systems to unserved areas where water has been provided, improvements to pumping stations and conveying mains, system-improvements to treatment plants and improvements to sewerage collection systems in that order.  Strengthening of existing sewers for a length  of about 143 kms; extension of sewerage system to unsewered areas involving laying of about 320 kms. length of sewers and construction of 60 new pumping stations; improvements to 56 existing sewerage pumping stations; strengthening force mains for about 56 kms. and improvements and expansion of 6 sewerage treatment plants are envisaged under the Master Plan. 

3.2    Implementation of Master Plan

i)             In the first stage constraints in about 60 locations in sewerage collection systems, sewerage pumping stations and sewerage treatment plants have been rectified; sewers and large brick sewers rehabilitated by desilting; new sewers laid to about 6.24 km length in unsewered areas and 40 Nos. of new sewage pumping stations were constructed. All these were completed in 1995 at a total cost of about Rs.131.14 crores. 

ii)             In the second stage, extension of sewerage systems to unserved areas, construction of new pumping stations and laying of pumping mains and improvements to 16 Nos. of existing large pumping stations have been taken up and are proposed to be completed by 2001.  Improvements and required expansion to five sewage treatment plants for treating an additional flow of 114 MLD is also proposed to be taken up shortly and completed by 2001-2002 .  These second stage works are estimated to cost about Rs.164.00  crores. 

iii)             In the third stage, strengthening of existing sewers for a length of about 143 kms., improvements to 40 existing pumping stations and strengthening of associated mains for about 50 kms.; and expansion of the capacity to treat an additional quantity of 150 mld of sewage are proposed to be taken up and completed during 2000-2005 at a total cost of about Rs.393.00 crores. 

iv)            In the fourth stage, strengthening of existing sewers for a length of about 30.90 km., improvements to 37 existing pumping stations and strengthening of  associated mains for about 43 km., and expansion of capacity to treat a total additional quantity of 220 mld of sewage are proposed to be taken up and completed in 2005-2010 at an estimated cost of about Rs.610 crores. 
 

            Metrowater's aim is to provide total sewerage to the entire population of Chennai city. However, there are several streets where neither sewers could be laid nor disposal arrangements connected to the existing system.  In such locations low cost sanitation units consisting of latrines with twin leach pits are proposed to be constructed.  This low cost sanitation programme costing about Rs.25.00 crores (both for Chennai and 17 local bodies in adjacent urban area) is proposed to be implemented along with third stage works under the proposed Third Chennai water supply and sanitation project programmed to be taken up with the World Bank's assistance and completed by 2005 so as to cover the entire city population under proper sanitation. 
 

 Continuing with the efforts for development of water supply and sewerage systems and for increasing the level of service, the Board has programmed to spend a total of Rs.1398.47 crores in the next 5 years.  This outlay includes completion of theSecond Chennai Project and also execution of certain components from  the proposed Third Chennai Project amounting to Rs.80.00 crores now moved to Second Chennai Project in order to fully utilise the Second Project loan component (due to savings obtained in settlement of tenders on account of good competition generated because of transparent settlement procedures as also on account of higher appreciation in value of dollar against the Rupee).  A 530 MLD water treatment plant is also programmed to be completed within the next 5 years. 
 
 

6.1        INFRASTRUCTURE DEVELOPMENT

6.1.1   WATER SUPPLY 

           In the year 1998-99, overall achievements and performance of the Board have been a great land mark in its 20 years' history.   The Board continued execution of water supply and sewerage works as envisaged under the Second Stage of Master Plan.  A  summary of achievements is  given below:- 

i)   Water Treatment Plant:   Bids for construction of a 530 mld capacity water treatment  plant at Chembarambakkam and its associated works were invited. 

ii) Water Distribution Station:  Two of the twelve new Water Distribution Stations - one at Valluvarkottam and another at Triplicane were commissioned.  Also works on two more Water Distribution Stations namely Ekkattuthangal and Kannappar Thidal were completed and both these stations are proposed to be commissioned during early 1999-2000.   In another set of  two stations (Choolaimedu and Patel Nagar) about 75% of works have been completed.  In other  five stations namely (Kolathur, Vyasarpadi, Mylapore, Nandanam and Velachery) the progress is as per schedule and about 40% completion has been achieved. In the sixteenth and last Water Distribution Station i.e. at Pallipattu also, the works commenced in December 1998. 

iii)  Clear Water Transmission Mains:   Clear water transmission mains of size ranging from 800 mm dia to 1300 mm dia have been laid in several reaches for a total length of  57 km.  The year also saw completion of two long transmission mains works - one from Redhills water treatment plant to K.K.Nagar Headworks; and another from K.K.Nagar  Headworks to Ekkattuthangal Water Distribution Station. 

iv) Strengthening the Local Water Distribution Network:  Bids in four packages  for a total value of about Rs.130.00 Crores were invited for strengthening of local distribution network in 8 zones namely, Patel Nagar,Vyasarpadi, Kolathur, Choolaimedu, Ekkattuthangal, Kannappar Thidal, Nandanam and Pallipattu.  These are likely to be finalised by early 1999-2000. 

v) Short Term Measures to improve water supply:  Eventhough the Master Plan  has been under implementation in stages, some of the tail-end areas can get benefits only after completion of all  the works envisaged in the Master Plan.  Therefore, certain  short term measures such as treating local brakish water in mini desalination plants and supply to those areas where under the present arrangement water supply through pipes was found to be impossible and where water was supplied through water tankers; extension of pipelines in unserved areas and replacement of choked up C.I. mains and damaged AC/PVC mains with C.I. mains wherever found needed to improve the water supply and  quality and reduce leakages were also taken up. 

a) Desalination Plants:  Two desalination plants - one in Velachery (capacity 4 lakh litres/day) and another in Kasimedu (capacity 1.5 lakh litres/day) were constructed and  commissioned on 29.12.98 and 2.1.99 respectively.  About 5000 people are benefited by each plant. 

b) Replacing and rerouting of water mains:  A scheme for replacing damaged  AC/PVC pipes in the water distribution system in Mogappair and Anna Nagar Western Extension with C.I. pipes for a total length of 30.30 km. costing Rs.9.00 crores was formulated.  Work on 22.90 km. was taken up during  98-99 of which  7.73 km. was completed.  Further, rerouting of 900 mm dia water trunk main from Gangadeeswarar Koil Street to Police Commissioner Office costing  Rs.3.00 crores  has also been taken up. 
 

6.2  SEWERAGE

6.2.1  Sewerage Collection System: 

i) Priority was given to provide sewers in Adhi Andhra Colonies and Colonies in low lying areas primarily inhabitated by economically weaker sections of the society.  24 km. of sewers and force mains were laid and 4 no. of pumping stations were constructed and commissioned benefitting a total population of about 25,000. 

ii) Works on providing sewerage system in Kanagam-Taramani, Kodungaiyur(North and South), Vyasarpadi lake area, Velachery, Sarathy Nagar and Dr.Radhakrishnan Nagar(North and South) were accelerated.  About 317.83 km. of sewers including house service connections (construction works nearing completion); 11no. of sewage pumping stations and 9.41 km. of pumping mains were completed.  Velachery Sewerage Scheme benefitting about 30000 population was commissioned during the year under report.  Works on other schemes are also in advanced stages of completion and proposed to be commissioned between May and Dec '99. 

iii) Rerouting/replacing of sewers:  To remove constraints in operations, sewers measuring a length of 3.6 kms. in 3 locations (Pari Salai to Mogappair West Pumping Station; Wallace Garden and Shaffi Mohammed Road in Nungambakkam and  Kalyani Hospital Road in Mylapore) were rerouted/replaced. 

iv)   Providing intercepting sewers along Mambalam Canal:  To improve the quality of city water-ways by preventing and arresting the sewage discharge into water-ways through storm water drains and isolated properties, it has been proposed to  provide intercepting sewers along the water-ways, intercept untreated sewage flows and pump the collected sewage back into the system.  To begin with, works providing intercepting sewers along the Mambalam Canal have been taken up at a total cost of Rs.9.00 crores.  This is programmed to be completed by Jan 2000. Once this experiment has been found to be successful, it would be extended to other waterways also.

6.2.2.   Sewerage Pumping Stations: 

i) Improvement to 16 Sewage Pumping Stations: Comprehensive improvement works in 16 major Sewage Pumping Stations were accelerated as a result of which 8 pumping stations have been commissioned.  Works on the remaining 8 pumping stations are also expected to be completed shortly. 

ii) Immediate interim measures:  As immediate interim measures, orders have been placed for replacement of pumpsets in 39 pumping stations at a total cost of about  Rs.4.75 crores.  Once this has been done the functioning of these pumping stations is expected to improve substantially. 

6.2.3. Sewerage Treatment Plants:   With a view to sustain the quality of  sewage, certain immediate improvement works  in five sewerage treatment plants  namely Zone I & II plants at Kodungaiyur, Koyambedu, Nesapakkam and Villivakkam costing about Rs.50.00  crores have been initiated. 

6.2.4 Comprehensive upgradation of existing sewerage system:  Preparation of detailed engineering, bid documents, Bill of quantities, etc. were completed.  These works are estimated to cost Rs.450.00 crores and programmed to be implemented in two stages securing necessary funds from World Bank, HUDCO, TUFIDCO, etc. 

 A comprehensive Third Chennai Water Supply and Sanitation Project has been posed to World Bank for fund assistance so as to implement these works.  Currently this is under review and appraisal by the World Bank. 

6.3  JBIC Assisted Renovation and Functional Improvement Project: 
Under this project two contracts one for the Effluent Conveyance System costing Rs.33.65 crores for conveying raw sewage from Koyambedu-Villivakkam to Kodungaiyur and the other for conveyance of treated water from Kodungaiyur to Manali Industrial consumers and beyond costing Rs.36.34 crores were finalised and works have commenced.  These works are expected to be completed by Mid 2000.
 

                a) Consequent upon the enhanced capacity achievements as also receipt of Krishna Water, Metrowater for the first time decided to expand its area of operation around Chennai City.  In the 1st phase, details of the schemes taken up and progress achieved are as follows: 
 

8.1   In so far as operation and maintenance is concerned, it was a year of real 'Paradigm Shift' from the concept of 'breakdown maintenance' to that of 'preventive maintenance'.  The single most important decision of the Board affecting the entire arena of operations and maintenance during the year was to recognise and institutionalise the concept of preventive maintenance and introduce necessary supporting systems.  Some of these are highlighted below:-. 

8.1.1  Board created a separate 'Renewal and Replacement Fund' to enable it take care of financial requirements even in the years of deficit without depending on the budgetary provisions.  During the year under review, a provision of Rs.10.00 crores was earmarked for this purpose. 

8.1.2 System of annual rate contracts both for the procurement of  materials and standard works-contracts was introduced, institutionalised and strengthened further.  Standardization of these procedures resulted in substantial cost and time savings as also increased efficiency and productivity. 

8.1.3    In operation and maintenance most important is, down the line quick internal communication-facilities.  To achieve this field staff were provided with pagers besides strengthening the wireless communication and mobile wireless facilities.

8.2  Building Long Range Private Sector Partnership:

8.2.1  Board envisages Private sector participation as a part of its market oriented financing systems-package and also as alternative systems of management towards securing increased efficiency and cost effectiveness.  The initiatives taken by the Board in this direction during the previous years were, therefore, pursued further. 

Besides continuing with the Private Sector partnership in the management of some of the smaller and isolated engineering functions and operations, during the current year, the CMWSS Board opened up accounting and several financial management functions also to the Private sector.   The experiences of working together with the Private Sector have benefited CMWSS Board in not only obtaining increased efficiency but also substantial cost-savings as indicated below. 
 

.	Savings
	In%	(Rs. in lakhs)
- Operation and maintenance of wellfields	56	14.60
- Water transport through private lorries	18.5	138.40
- Maintenance of sewage pumping stations	65	32.14
- Maintenance of sewage treatment plant	33	4.67
- Security	10.42	4.18
- Maintenance of water treatment plant	+ 14.4	90.90(excess)

 8.2.2   In our experience, however some of the important and pertinant issues concerning Private Sector participation in water supply and sanitation sector are associated with the understanding of 'risks' and their 'mitigation'.  In the current situation, it would perhaps be more appropriate and necessary to unbundle various risks so as to determine which participant is best placed to manage which risks at the lowest cost and at the end how the cost of risk mitigation can be shared equitably.  Another important issue pertains to the Government's accountability with reference to this very important public function, privatisation and state action.  The experiences gained in Chennai indicate that while transfer of public functions in the hands of Private Sector operators may offer efficiency simultaneously their exists a strong need for evolving more effective mechanism so as to ensure that not only accountability of the Government is maintained but citizens rights are also preserved and protected. 

8.2.3   The Board is moving forward to reach a status of demand driven consumer oriented service provider.  Thus our future agenda on privatization includes: 

# Exploring areas of involvement where it promotes economic and managerial efficiency. 
# Seeking long term involvement of private sector in construction and operation of new 
   water and sewerage facilities on BOT/BOOT basis. 
# Development of a suitable contractual framework for involving the private sector; and 
# Making O&M an integral part of the contract package for all new facilities with 
    relatively longer time frame. 
 

                9.1  The Board has been maintaining the tempo of considerably higher investments for infrastructure developments both in water supply and sewerage sectors.  During the year under report and in the last year (97-98) alone, the Board has invested a total of Rs.430.00 crores which is more than the total investments of Rs.397.00 crores made in the previous 5 years from 92-93 to 96-97. 

9.2   The year under report has been consecutively seventh year that Metrowater continued to record surplus of income over expenditure.  During the current year, the net surplus amounted to Rs.22.20 crores.  The revenue income has been to the order of Rs.173.59 crores thus registering an increase of Rs.10.99 crores(6.80%) over the previous year.  The increase has been possible mainly due to an upward revision of tariff for water charges effective from 1st Oct '98, increase in number of consumers served by the Board as also increase in the annual rental value of properties by the CMC which alone has contributed to an increase of Rs.5.53 crores in the taxes component of the revenue income. 

9.3  Revenue expenditure also, during the year, recorded an increase of Rs.32.81 crores which amounted to 28% increase.  Reasons for this increased expenditure lie in the increased debt service liability and also higher O&M expenditure which alone accounted for increase by 31% compared to last year.

9.1.4 Following are some of the major initiatives and measures taken to further improve and strengthen some of the financial systems:-

9.1.5  I. Implementation of tariff policy

I.a) Rationalisation of consumers with effect from 1.10.98 reclassifying them with reference to the end-use of water supplied; 

b) introduction of a new category 'Partly Commercial' as a corollary  of our efforts to rationalise consumers and giving relief to small commercial establishments attached to domestic properties; and

(c) Revising tariff with effect from 1.10.98. 

d) Reducing cross-subsidisation:
           One of the crucial factors in rationalising water charges has been high cross-subsidization.  Therefore with a view to reduce cross-subsidisation, domestic flat rates were increased by 25% whereas the increase in the rates for water supply to commercial consumers was restricted to 14%. 

e) Going in for Volumetric Tariff:
             Metering and volumetric tariff have been on the top of our agenda and measures have been initiated to install meters in the areas where there is adequate pressure.  It is believed that the package worked out is definitely going to ensure better realisation of income as also reduction in wastage on misuse of water. 

II. Privatizing some of the financial services:

Services of two professional consultants were pressed to advise as to the needed systematic improvements in the Financial Accounting systems as also on the extent of computerisation keeping our long term planning/requirements for integration of all the systems through Local Area/Wide Area Network in view. 

III. Strengthening of Internal Audit:

Metrowater has, during Jan '99, restructured and strengthened the Internal Audit capabilities fully ensuring transactions and compliance audit in accordance with rules and procedures as also introducing the concepts such as management audit, systems audit, energy audit, assets (including stores) audit etc. aiming at overall improved operations.  A qualified Chartered Accountant assisted by a Deputy Controller of Finance (a Cost Accountant) has since been appointed as Controller of Finance(Internal Audit systems side).

IV.  Improved Billing and Collection:

a) Reconciliation of accounts:
            Reconciliation of the individual consumer accounts with the consumer records was taken up on a wholesome basis which would be continued further as a regular feature after completion of collection period i.e. March and September of every year. 

b) Online updating of  collections has been introduced in Area Offices to ensure proper and prompt posting of payments.

c) Additional computers were installed in the Area Offices/Depots to reduce the wait time of the consumers.  Due to these initiatives taken and thanks to the co-operation of consumers, the Board has substantially improved its billing and collection efficiency.  As against the current demand of Rs.149.00 crores, total collections stood at Rs.161.00 crores. 
 

10.1      Metrowater being a service organisation, recognises  its employees as one of the most important assets and stakeholders as also an important area for public relations.  As an endeavour to faster pride among the employees, a forum in the style of Joint Consultative Committee has been set up to encourage employees' participation in management and for disseminating the information to one and all.  It is needless to say that this exercise has been radiating goodwill both in our internal communication as well as external contacts and relationship. 

10.1.1  Constitution of a Special Fund for Sewer Workers:

Appreciating the high risk involved in the job of the sewage workers, a special scheme for ex-gratia lumpsum payment of Rs.50,000/- to the families of sewerage workers meeting casualities while discharging their duty was introduced by the Board.  This is in addition to other pensionary and terminal benefits as admissible to the employees under the service rules.  A separate fund investing Rs.5.00 lakhs was also created for this purpose during the year under report.

10.1.2   Payment of incentive to sewer workers:   An incentive payment of Rs.200/- per month to the sewer workers which was earlier sanctioned to 300 divers was, during the year under report, extended to 100 more sewer workers who are actually involved in diving work. 

10.1.3 Siddha Treatment:   In addition to existing Alopathic treatment facility, Siddha treatment system was also introduced at Head Office dispensary from Oct '98 by drafting the services of a Siddha doctor and a pharmacist from the Directorate of Indian Medicine & Homoeopathy.   A system of holding of regular weekly health camps at various field locations was also introduced by the Board.  A total of 37 such camps were conducted during the year under report and 1400 employees benefitted. 

10.1.4   Supply of Rain-coats andGum Boots:   600 Rain coats and gum boots were supplied to all the pumping stations/depots and treatment plants for the use by the employees. 

10.1.5   Simplification of procedures for granting advances:
Procedures for payment of House Building Advance and Conveyance Advance were simplified enabling the employees to get the advance within a month from the date of application.   During the year House Building Advance totalling Rs.4.65 crores to 267 employees and conveyance advance of Rs.0.94 crores to 427 employees was sanctioned. 

 In its endeavour to achieve the stated objectives, Metrowater is guided  by the following principles:- 

1. Feedback from consumers; 
2. Delivering excellence in products and services; 
3. Doing business with ethics and integrity; and 
4. Continuously attempting to improve the quality of service. 

Metrowater also believes that the quality of people's lives would often depend on what the local bodies do and how they do it.   Metrowater, therefore has been trying out several innovations in its plans and programmes by "putting the people first".  In the last couple of years, by following a participatory approach and through a wider consultation process, Metrowater has initiated several steps to style its operations on more consumer friendly lines.  It also, during the last year, brought out a well documented public communication policy; basic tenants of which include (a) involving the customer in the decision-making process; and (b) integrating its operations with the functioning of the elected civic body and other civic associations.  Some of the steps initiated are as below:- 

11.1   Hosting of a Website:
           With a view to further enlarge and improve the information delivery system, the year saw Metrowater hosting its Web-site 'chennaimetrowater.tn.nic.in'.  The CMWSS Act - 1978, Citizens' Charter, all policy documents, Annual Report of the Board, tariff regulations, policy statements, application forms for water and sewerage connections, reconciliation forms for water and sewerage taxes and charges, measures that could be adopted by citizens for water conservation etc. are some of the subjects that have  been placed on the website.  Besides these, tender notices, application forms and documents, details on award of contracts, official press releases, etc. are also being hosted on the website regularly.  The queries received indicated that this has been widely welcomed both domestically and internationally. 

11.2  Computer based Interactive Voice Response System(IVRS):
           CMWSS Board also installed a computer based 'Interactive Voice Response System', through phone numbers 8525138 and 8547891which enables the consumers find out their arrears of water and sewerage taxes and charges. 

11.3  Grievances handling and redressal system: 
            Handling of grievances, redressal and monitoring systems have been further strengthened.  Pagers were provided to all the key operation and maintenance staff and the pager numbers widely published to enable consumers register their complaints round the clock.  Also a 'Round The Clock' computerised complaints monitoring cell has been functioning at the Head Office which not only ensures prompt transmission of complaints  to the field staff concerned but also monitors closely until the remedies have been provided.  Metrowater also has evolved a system of obtaining direct feedback from the consumers so as to assess their satisfaction level.  Needless to say that this system has enhanced the consumer satisfaction greatly. 

11.4    Bringing out Citizens' Charter:

11.4.1  Towards fully achieving the policy directions, and making its functions transparent, accountable and Citizen friendly, Metrowater brought out its 'citizens charter' - a document jointly signed by the Chairman and the Hon'ble Minister for Rural Development and Local Administration, Government of Tamil Nadu and the Managing Director and approved by Government in April 1998.  This charter was made operational with effect from July 1998. 

The Citizens' Charter aimed at 
         -  Clearly stating the standards of service delivery; and
         -  Developing a completely transparent administration by taking the consumer into confidence.

11.4.2 During the year Metrowater also initiated action to constitute a "Citizens' Charter Review and Customers Service Committee" consisting of citizen's representatives to evaluate the performance on commitments including adherence to the standards laid down in the Citizens' Charter.  Shortly this Committee is expected to review the Metrowater's performance and suggest required improvements and remedial measures. 

11.5  Review and assessment of implementation of Citizens' Charter:

All the complaints received either at Head Office or at the Area or Depot Offices are properly documented and the data analysed and reviewed on weekly basis.  The performance is also reviewed by Government of Tamil Nadu on quarterly basis.  These reviews bring out the degree of achievement in adherence to standards like time taken for response and rectification, effectiveness of corrective action, level of customer satisfaction as reflected in the feedbacks, etc.  While ensuring to conformity to the prescribed service standards it also gives us opportunities to reassess our capabilities,  enhance service standards and further study for corrective measures. Analysis of repetition of complaints provides us clue to performance standards as also to the promised service dependability and accuracy. The analysis of non-confirmities also enables Metrowater to identify -systematic and human errors, complexities of operations as also the inadequacy of procedures, instructions training needs, etc.  Metrowater also developed a software to study adherence to time, repetitions and individual complainant's requirements.  A summary of this analysis of quarterly receipt of complaints and disposals from 1.7.98 is given below graphically. 

11.6  Single Window clearances for planning permission for multi-storied buildings:

Metrowater during April '98 decided to dispense with the system of examination of applications for planning permission for multistoreyed and special buildings on case to case basis and instead evolved a system of automatic clearance by collecting a fee at a pre-published fixed rate and authorised the Chennai Metropolitan Development Authority  to act as its agent in so far as calculation, collection and remittance of the infrastructural development fees were concerned.  This made the procedures simpler, disposals automatic and faster and system consumer friendly. 

11.7    House Journal:

A monthly Journal intended to establish a direct contact and create a sense of fraternity among the employees of the organisation and other stakeholders is being published since May '98 in Tamil Language.  Besides reflecting the aspirations of the employees the in-house Journal has also begun to meet the needs of contractors and other stakeholders many of whom subscribe to the magazine annually.  The Journal contains information on all important decisions influencing the functioning of the Board as also the considerations underlying such decisions, tenders, awarded contracts, transfer and postings of the officials of the Board, articles on various aspects of water and sewerage, reactions and opinion of the public and related aspects. 

11.8  Communication with other stakeholders:

1) Monsoon Preparedness meetings with NGOs/Resident Welfare Associations: 
As an improvement in the service delivery and also with the objective to securing get public cooperation for better maintenance of sewer systems, a special monsoon preparedness meeting was held during September '98 since the rains in Monsoon period from October to December usually posed serious problems like waterlogging and sewerage blocks in several places in the City.

2) Co-operation and Co-ordination with Chennai Municipal Corporation:

2.1  A Joint Council headed by His Worshipful Mayor of Chennai, a Sub Committee and Ward Committees have been established to help Metrowater closely interact with the elected representatives and Corporation officials and seek their co-operation and support in its activities.  The Joint Council meets every three months and reviews matters of mutual interest - particularly relating to water supply and sewerage works, cutting of roads, maintenance of storm water drains, etc. The Sub Committee meets once a month and reviews water supply and sewerage issues arising in the municipal wards so also Ward committees comprising the ward chairman, council members and Metrowater local officials meet every month to review water and sewerage issues and to decide upon actions required. 

2.2   In these meetings, various activities of the CMWSS Board are explained to the members.  The members also have the opportunity to present their reactions, various problems related to water supply and sewerage and discuss with CMWSS Board officials to find out appropriate solutions.   Needless to mention that consequent upon evolution of this mechanism, the performance of both the Chennai Metrowater that of the civic corporation has improved greatly.

2.3   During 1998-99, the Joint Council met 4 times.  Apart from discussing the various water supply and sewage problems, the following were some of the important issues discussed and appropriate action taken:

a) Expeditious exeuction of works relating to realigning of sewer and water lines for Ten mini flyovers. 

b)   Simplifying existing procedures as to the road-cut issues. 

c)  Further streamlining mobile water supply; and 

d) Water supply for fire fighting operations.

2.4   Local Body Sub Committee:

As resolved by the Joint Council, CMWSS Board formed a Sub Committee to meet once a month and submit its report to it.  In these meetings the 10 Ward Committee Chairmen of the Corporation review the work deliberate upon  problems that  they encounter in each zone for further action.  This has enabled Metrowater to attend to the day-to-day problems at various levels resulting in maximising its operational efficiency. 

2) Contractors and Suppliers:

 During the year 1998-99, the representatives  of the Contractor's and Supplier's Association were called to discuss their problems and action initiated on the points such as refund of EMD to unsuccessful tenderers, refund of Security Deposit after completion of works, payment issues etc. arised by them. 
 

12.1     With the help of  Regional Centre for Urban and Environmental Studies, Osmania University, Hyderabad, Metrowater has commissioned an "Organisational Re-engineering Study" with a view to 

- assist CMWSSB to redefine and achieve its corporate mission. 
- carry out a cost sensitive diagnostic study of CMWSSB's existing management structure, identify constraints and  deficiencies and the corrective inputs required. 
- map the strengths and weaknesses of CMWSSB's human resources in the context of future organisational requirements, knowledge and skills training requirements, and opportunities for career advancement and personal satisfaction. 
- identify strategies and systems for reform. 
- carry out training needs analysis. 

                           A base report furnishing the outcome of the diagnosis has since been submitted.  Final report is also expected to reach us by December 1999. 

12.2    For improving the overall functions performed and the quality of services rendered, Board has also  initiated action to go in for a study on "Strategic Review on Institutional Options".  Department For International Development, U.K. has come forward to help, assist and fund this initiative.

12.3    Without waiting for these reports, however, Metrowater has in the recent past initiated several measures improving productivity and ensuring sustainability. Some of these are as below:- 

i) Intensive training for improving computer literacy in Basics, MS Windows, MS Office, Excel, Powerpoint, Access and Autocad was given to about 250 staff members has been initiated as an ongoing programme.  Similarly, special courses for O&M staff on behavioural aspects to improve their participation involvement and confidence limits have also been initiated.

ii) Planning and Design Wing was strengthened and reorganised and tendering procedures made transparent.  All these measures resulted not only in capacity enhancement of the Board but also in significantly high cost reduction.  The year under report saw an overall average saving of about 15.64% in terms of value of works-contract tenders settled.

12.4    TRAINING AND HUMAN RESOURCES DEVELOPMENT 

          Metrowater has identified training and HRD as major thrust areas.  It has a well-equipped Training and Resource Centre.  The Centre undertook the following activities during the year under report:- 

i) As a regular training for the staff, 55 courses covering 132 batches were organised.  Out of which 15 course titles related to Finance, Commerce and Administration areas.  Remaining courses pertained to engineering and operational areas.  During the year a total of 1127 employees  underwent refresher or other training.

ii) 114 Depot Engineers, 16 Asst.Executive Engineers and 15 Fitters also underwent special practical field training in the implementation of "Unaccounted for Water programme.  While the  Engineers were trained on the methodology the fitters in the use of new pipe materials/fittings. 

iii) Five Govt.of India (CPHEEO) sponsored courses were also conducted by the Training Centre during 1998-99 in which 79 trainees from all over country participated. 
 

With a view to enable urban local bodies and others to fully utilise the Technical, Managerial and other expertise developed by the Board in water and sewerage sectors, 'Metrowater Engineering Consultancy Services' which was originally formed in 1996 was further strengthened. During the year under report it took up and completed a number of new projects - details of which are listed below:- 
 

S.No	Name of work	Consultancy cost
1	Madurai Sewerage Scheme - Providing underground sewerage system for blocks 9, 9A, 10,10A and north of  river Vaigai.	Rs.29.93 Lakhs
2	Upgradation of existing sewerage system in Madurai	Rs. 4.75 Lakhs
3	Tiruppur Town Mapping	Rs. 5.81 lakhs
4	Consultancy work for strengthening of existing water distribution system in Tiruppur	Rs. 3.25 lakhs
5	Valasaravakkam Sewerage Scheme - Providing underground sewerage system for Valasaravakkam Town Panchayat.	Rs. 4.56 lakhs

 

Exhibition and Publicity:

                 As updated elsewhere also in the report, for the first time, Metrowater started publishing its house journal - monthly bulletin in Tamil (Seidhi Madal) from May '98.  The first issue was released by the Hon'ble Minister for Rural Development and Local Administration and Chairman of the Board.  Apart from various activities of the Board during the month, the bulletin also contains particulars regarding 
(i)  tenders/procurement  notices issued during the month, 
(ii) tenders awarded together the  basis or rationale on which these were awarded and 
(iii) all other important decisions.  The publication of these details has made the tender procedures, and  decision making completely transparent and public. 

               Besides participating in the International Trade Fair at New Delhi during Nov '98 with the "Rain Water Harvesting and Charging of Ground Water" as the main theme, Board also took part in the Golden Jubilee India Tourist and Industrial Trade Fair Jan '99 - Apr '99 conducted at Chennai.  It also participated in the float peagentry on Republic Day organised by the Government of Tamil Nadu