Hyderabad Metropolitan Water Supply

1
Hyderabad Metropolitan Water Supply Sewerage
Board

• Revenue Billing System
• (Recipient of National Urban Water Award (NUWA)
  for Online Bill Generation Collection
  Improvement through Process Reengineering)

2
HMWSSB-Evolution
Water Works Department,Govt. of Andhra Pradesh
Municipal Corporation of Hyderabad
Water Supply
Sewerage
1987
Transferred with staff
1 November 1989
Constituted on 1 Nov 1989 under the Hyderabad
Metropolitan Water Supply Sewerage Act 1989
3
Services Hyderabad Metro Water Supply and
Sewerage Board(HMWSSB)

• Supply of potable drinking water
• Sewage disposal treatment
• Planning, design and execution of water supply
  and sewerage works

4
HMWSSB At a Glance
MCH Peripheral Areas

• SERVICE AREA - 688.20 Sq.kms
• Erstwhile MCH area - 169.30 Sq.kms
• Peripheral adj. Municipal areas - 518.90
  Sq.Kms

SNAP SHOT DETAILS OF WATER SUPPLY

• Length of Raw Water Mains 84 Km
• Length of Treated Water Mains 318 Km
• Length of Distribution Network/ 3500 Km
• Pipe material RCC/CI/DI/PSC/MS
• Installed Capacity of
• Treatment System 1568 Mld

• Population served 85.00 Lakhs
• Daily Quantity Supplied 340 MGD
• Number of Connections 8.0 Lakhs
• (6.1 1.9)
• Monthly Revenue Rs.56Crores
• Total No of Employees 5300

5
SOURCES OF WATER SUPPLY

• The main surface sources of water supply for the
  city from five impoundments on the four rivers
• Osmansagar on River Musi
• Himayatsagar on River Esi
• Manjira Barrage Singur Dam on River Manjira
• Nagarjunasagar on River Krishna

OSMANSAGAR
Source Name River Year Distance from city Km Capacity Capacity Drawls ( Mgd)
Source Name River Year Distance from city Km Installed (Mgd) Storage (TMC) Drawls ( Mgd)
Osmansagar Musi 1920 15 (Gravity) 27 3.90 18
Himayatsagar Esi 1927 9.6 (Gravity) 18 2.967 17
Manjira Phase I II Manjira 1965 1981 58 (Pumping) 45 (1530) 1.500 45
Manjira Phase III IV Manjira 1991 1994 80 (Pumping) 75 (37 38) 30.00 75
Krishna Ph-I Krishna 2004/05 116 (Pumping / Gravity) 90 1.50 90
Krishna Ph-II Krishna 2006-08 116 (Pumping / Gravity) 90 1.50 90
Total 346 39.816 338
HIMAYATSAGAR
MANJIRA
SINGUR
KDWSP Phase-I II
6
WATER SUPPLY POSITION
6
7
Motivation for re-engineering

• Issue of new connections not integrated with
  billing System
• New connections not billed for several months to
  even years
• 1.30 lakh (15) connections not billed
• Out of 85 bills raised, around 30 of the bills
  have not reached consumers
• Monthly paid consumers are 1.65 lakhs (25 of
  total consumers)
• Monthly demand is around 28 crores and collection
  is around 23 crores.
• Insufficient staff for billing and collection
• 50 of required staff available
• No accountability among the board staff as well
  as outsourced staff no clear monitoring mechanism
  is existing
• Meter Readers used to work 2 to 3 hours in a day
  around 15 days in a month no track of MRs work.

8
Motivation for Reengineering cont

• Meter Readers were engaged only for billing
• No reconciliation mechanism on revenue
  collections
• No audit mechanism in RBS for any
  correction/modification in billing and collection
• No revenue reconciliation for a long period with
  RBS ledgers
• Agency Collection-to-Bank reconciliation
• Consumer Ledger-to-Bank reconciliation
• Meter Reader Collection-to-Bank reconciliation
• Differences in receipt amount and ledger posting
  noted in several instances after several years
• Cheque bounces in an year are around 12 Cr
• Process of Reversals of cheque bounces taking
  more time some cases not reversed Crs of rupees
  not reversed

9
Status before after initiatives
10
Initiatives

• To address the above issues the following
  initiatives taken up
• Increased productivity of existing staff
• 8 lakh connections were divided into 592 well
  defined Dockets
• Entrusted both billing and collection
  responsibility of docket to a single person
• 350 Dockets outsourced for Billing collection
  on prepaid method
• Added collection mechanism to the same billing
  machine
• GIS hand held computer terminals (epos) to ensure
  correct delivery of Bills at consumer premises
• GIS based revenue monitoring system for effective
  area wise follow up of dues
• GPRS connectivity for real-time updation of
  Billing collection RBS server.
• Integration of epos collection with HMWSSB cash
  counters Real-time conciliation
• Facilitate payments through Epos ,Online, NEFT
  /RTGS, HMWSSB cash counters apart from Govt.
  delivery centers eseva AP online.
• Ensured accountability of even grass root level
  functionary
• Ensured functionary wise and agency wise daily
  revenue reconciliation
• Separate Billing collection mechanism like AMR
  billing NEFT/RTGS collections for High value
  Consumers

11
Category wise Billing, Collection strategy ICT
adopted
Category Demand Conns. Billing Mode Aimed Payment receipt channel ICT adopted its result
Domestic, Slum 43.1 97.7 epos epos / e-seva/ Aponline/ Cash Counters/Online payment GPS online epos Billing Collections systems with door to door collection paid CANs increased from 28 to 50
Multi Storied Building 43.1 97.7 epos epos / e-seva/ Aponline/ Cash Counters/Online payment GPS online epos Billing Collections systems with door to door collection paid CANs increased from 28 to 50
Commercial 56.9 2.3 epos/ AMR NEFT / RTGS Automated NEFT/RTGS System. Resulted in reduction of cheque bounces from Rs.12Cr to ltRs.60 lakhs P.A. and enabled real time reconciliation
Industries Bulk 56.9 2.3 AMR Billing NEFT / RTGS Automated NEFT/RTGS System. Resulted in reduction of cheque bounces from Rs.12Cr to ltRs.60 lakhs P.A. and enabled real time reconciliation
12
Billing Collections System

• 8 lakhs consumers under 16 (OM) Divisions.
• 592 Dockets with 1000 to 1500 CANs (Customer
  Account Number) are bundled into Dockets for easy
  monitoring of Billing and revenue collection.
• Billing collection of 221dockets by HMWSSB
  Meter Readers (MR) , 371 dockets out sourced.
• Monthly billing collection data generates in
  RBS application will be downloaded into the epos
  machine
• Meter readers generates bill make collections
  in the same epos(electronic point of sale)
  machine.
• 5.5 lakh consumers (meter type repair, unmetered)
  system will generate the bills SMS will be
  delivered to consumers on their mobile number.

13
Billing Collections System cont.

• GPRS communication technology allowing updating
  of the central database server instantaneously.
• GPS module records LAT, LAN of the consumer
  location to verify delivery of bills at consumer
  door steps, aids in identification of illegal
  connections on GIS map
• Keeping in view of the shortage of HMWSSB staff,
  outsourced agencies appointed to make collections
  in epos machines on prepaid mode by depositing
  advance in HMWSSB cash counters.
• epos deposits integrated with HMWSS cash counters
  to ensure real-time reconciliation of epos
  collections.
• Bills, receipt confirmation, payment reminder
  SMSs are sent to consumers (around 7 lakhs mobile
  no.s captured)
• 215 AMR meters installed for bulk connections
  1380 AMRs tenders finalized

14
GIS Revenue Information System
15
GIS Meter Reader Monitoring System
16
Top 3 performers among MRs
17
Audit Trail
18
Demand Generation
19
Collection reports
20
Collection Details of the consumers
21
Daily Remittances in Cash Counter
A.RAJ KUMAR
22
Non Performers reports
23
Meter Reader Deposit Summary
24
Automatic Memo generation for non performers
The Manager hereby instructed to take necessary
action on the poor performance of the meter
readers and inform the action taken to this
office
Executive Director
25
Meter Reader Collection Deposit

• Meter Reader collects amount from each customer
  and issues a receipt
• Meter Reader closes the Days collection in the
  machine
• He goes to the counter and the Days total
  collection including cheque details is displayed
  for that meter reader.
• Cashier collects the Cheque and Cash as per these
  details and issues the receipt.
• This amount is deposited in the bank.
• The Reconciliation is done for the MR collections
  as well as other collections with the bank
  statement.

26
Parameter Previous Mechanism Present Mechanism
Effective follow up with defaulters Meter readers dont have reports of defaulters for follow up Meter Readers can issue notices in epos machine automatically if a customer is defaulter by entering notice number. The same will be updated in RBS. After 15 days if they do not pay it generates defaulters list for disconnection. GPS epos machine enables us to monitor the bills are issued at consumer premises or not.
Privatization Private Meter Readers used for issuing only bills Private Meter Readers allowed to billing as well as collection on prepaid method with the same handheld machine. By paying daily collection amount in cash counter they can top-up their machine
Reconciliation -- Meter Readers will deposit the collections daily in cash counters and the deposit statement is reconciled with the bank statement. If amount is not deposited machine does not work beyond specified limit.
27
Automated NEFT/RTGS System

• The HMWSSB consumers can make water bill payments
  though NEFT/ RTGS (Mandatory for more than 1
  lakh ) from his bank.(each bank is collection
  point to HMWSSB)
• A customer shall use the account details printed
  on their bill only as account number is customer
  specific. Example CAN number 062124729,
  Division06
• HMWSSB, Revenue Billing System Server is
  directly integrated with bank servers for
  updation of payments.

Bank code Bank code Bank code Bank code Division Division Customer CAN number Customer CAN number Customer CAN number Customer CAN number Customer CAN number Customer CAN number Customer CAN number Customer CAN number Customer CAN number
Account Number 1 4 4 6 Ø 6 Ø 6 2 1 2 4 7 2 9
Bank Branch Axis Bank, Mumbai Axis Bank, Mumbai Axis Bank, Mumbai Axis Bank, Mumbai Axis Bank, Mumbai Axis Bank, Mumbai Axis Bank, Mumbai Axis Bank, Mumbai Axis Bank, Mumbai Axis Bank, Mumbai Axis Bank, Mumbai Axis Bank, Mumbai Axis Bank, Mumbai Axis Bank, Mumbai Axis Bank, Mumbai
Account Name HMWSSB HMWSSB HMWSSB HMWSSB HMWSSB HMWSSB HMWSSB HMWSSB HMWSSB HMWSSB HMWSSB HMWSSB HMWSSB HMWSSB HMWSSB
IFSC Code UTIBØCCH274 UTIBØCCH274 UTIBØCCH274 UTIBØCCH274 UTIBØCCH274 UTIBØCCH274 UTIBØCCH274 UTIBØCCH274 UTIBØCCH274 UTIBØCCH274 UTIBØCCH274 UTIBØCCH274 UTIBØCCH274 UTIBØCCH274 UTIBØCCH274
MICR Code 5ØØ211ØØ1 5ØØ211ØØ1 5ØØ211ØØ1 5ØØ211ØØ1 5ØØ211ØØ1 5ØØ211ØØ1 5ØØ211ØØ1 5ØØ211ØØ1 5ØØ211ØØ1 5ØØ211ØØ1 5ØØ211ØØ1 5ØØ211ØØ1 5ØØ211ØØ1 5ØØ211ØØ1 5ØØ211ØØ1
28
Automated NEFT/RTGS System cont..

• As soon as the RBI settles the NEFT/RTGS payments
  in a frequency of one hour the same will be
  updated in the HMWSSB Revenue Billing Server
  instantly.
• SMS alert will be sent to the consumer by HMWSSB
  regarding the receipt of the payment.
• Consumer can download the receipt from HMWSSB
  website instantly
• Reconciliation of payment and receipts made easy
• Cheque bounces minimized and thus the lengthy
  process of taking legal action on cheque bounces
  minimized.

29

• Bill with NEFT/RTGS details

• NEFT/RTGS Receipt

30
Payment Channel details
Channel No.s Mode of Collections Remarks
Cash counters 32 There are 32 cash counters being operated by HMWSSB staff in 2 shifts. Facilitates Consumer bill payments, collections made through Epos by meter readers
Epos Machines 592 HMWSSB outsourced MR will operate these machines. Makes collections going to door to door. The bills payments transactions with these machines are uploaded into server automatically through GPRS. The GPS feature ensures delivery of bill at consumer premises identification of illegal connections.
e-seva AP Online 430 At e-seva AP online counters These transactions are integrated with HMWSSB RBS by web service.
Online Payment NA Online Any consumer can pay from www.hyderabadwater.gov.in though credit/ debit cards
NEFT/ RTGS NA NEFT/RTGS payment channel was established with Axis bank. Consumers can pay at their respective banks directly instead of DD or Cheque
31
Average Channel wise Collections
32
Channel wise no. of receipts in a months
33
Paid CANs trend (in Lakhs)
34
Collections trend (in Crores)
35

• Water Tanker Monitoring by Smart Cards
• Each Tanker issued a RFID Smart card for
  effective accounting of water drawn and number of
  trips at filling point.
• Prepaid amount paid by Tanker operators a cash
  counters will be loaded to their smart cards
• Handheld EPOS terminal generates gate passes duly
  deducting the trip amount from smart card.

36
Efficiency and Improvement Initiatives

• Water Audit/ Revenue improvement.

Year Collection Cr Increase in Revenue Cr./ Saving in water (KLD) Remarks
Before 2010 12 NA  
Phase 1 2011 13.7 1.7 (1,428 KLD) Implemented from DEC-2010 to APR-2011
Phase 2 2012 19.74 7.74 ( 2,762 KLD) Revenue increased by 65. 16 is attributable to increase in tariff. Effective increase in 49 i.e., Rs. 6.5 Cr. (or) 2969 KLD more water accounted per day
37
ERP Main Workflow
38
Revenue Billing System Workflow
39
Revenue Billing System

• Category wise Number of Customers
• Customer Ledger
• Billing disputes Adjustment Audit Trail
• Meter Reader wise Quality of Billing
• Division wise/ Meter reader wise Quality of
  Billing
• Consumer Changes Audit Trail
• Demand and Collection Balances (DCB)
• Defaulters List
• Unbilled CANs list
• Billing Collection Docket wise Meter Readers
  Performance
• Agency wise cumulative collection
• Cash Counters Deposits Summary
• Meter Reader Collection Deposit at Cash Counter
• Tanker collections integration

40
Water Billing Screen
41
Only Sewerage Connection Billing Screen
42
Customer Ledger
43
Adjustment related to Billing Disputes
44
Adjustment
45
Adjustment Audit Trail
46
Adjustment Audit Trail Summary
47
Adjustment Audit Trail Details
48
Adjustment Audit Trail Details
49
(No Transcript)
50
(No Transcript)
51
(No Transcript)
52
(No Transcript)
53
(No Transcript)
54
(No Transcript)
55
(No Transcript)
56
RBS EIS Reports List
57
Statement showing Category wise Number of
Customers
58
(No Transcript)
59
Consumer Changes Audit Trail
60
DCB
61
(No Transcript)
62
To View Defaulters List
63
Defaulters List
64
To View Unbilled CANs
65
(No Transcript)
66
(No Transcript)
67
Docket wise Daily Billing Performance
68
(No Transcript)
69
(No Transcript)
70
(No Transcript)
71
(No Transcript)
72
Meter Reader Collection
73
Thank you