Hyderabad Metropolitan Water Supply & Sewerage Board

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 HMWSSB 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. ServicesHyderabad 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 HMWSSB

4. HMWSSB 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 HIMAYATSAGAR MANJIRA KDWSP Phase-I & II SINGUR

6. WATER SUPPLY POSITION 6

7. HMWSSB 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. HMWSSB 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. HMWSSB 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. HMWSSB Category wise Billing, Collection strategy & ICT adopted

12. HMWSSB Billing & Collections System • 8 lakhs consumers under 16 (O&M) 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. HMWSSB 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. HMWSSB GIS Revenue Information System

15. HMWSSB GIS Meter Reader Monitoring System

16. HMWSSB Top 3 performers among MRs

17. HMWSSB Audit Trail

18. HMWSSB Demand Generation

19. HMWSSB Collection reports

20. HMWSSB Collection Details of the consumers

21. HMWSSB Daily Remittances in Cash Counter A.RAJ KUMAR

22. HMWSSB Non Performers reports

23. HMWSSB Meter Reader Deposit Summary

24. HMWSSB Automatic Memo generation for non performers The Manager hereby instructed to take necessary action on the poor performance of the meter reader’s and inform the action taken to this office Executive Director

25. HMWSSB Meter Reader Collection Deposit • Meter Reader collects amount from each customer and issues a receipt • Meter Reader closes the Day’s collection in the machine • He goes to the counter and the Day’s 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. HMWSSB

27. HMWSSB 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, Division=06 • HMWSSB, Revenue Billing System Server is directly integrated with bank servers for updation of payments.

28. HMWSSB 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. HMWSSB Bill with NEFT/RTGS details NEFT/RTGS Receipt

30. HMWSSB Payment Channel details

31. HMWSSB Average Channel wise Collections

32. HMWSSB Channel wise no. of receipts in a months

33. HMWSSB Paid CANs trend (in Lakhs)

34. HMWSSB 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.

37. ERP Main Workflow

38. HMWSSB Revenue Billing System Workflow

39. HMWSSB 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 CAN’s list • Billing & Collection Docket wise Meter Reader’s Performance • Agency wise cumulative collection • Cash Counters Deposits Summary • Meter Reader Collection Deposit at Cash Counter • Tanker collections integration

40. HMWSSB Water Billing Screen

41. HMWSSB Only Sewerage Connection Billing Screen

42. HMWSSB Customer Ledger

43. HMWSSB Adjustment related to Billing Disputes

44. HMWSSB Adjustment

45. HMWSSB Adjustment Audit Trail

46. Adjustment Audit Trail Summary

47. Adjustment Audit Trail Details

48. Adjustment Audit Trail Details

49. HMWSSB