Water and Waste Regulatory Office

1. Water and Waste Regulatory Office Auditing/Inspection of the Data Reported to WWRO _____________________________________________Qamil Musa Head of Performance Section June 2008

2. INTRODUCTION • WWRO MANDATE • MAIN OBJECTIVES OF THE REGULATOR • ACTIVITIES

3. REPORTING IN WWRO • MAIN OBJECTIVE OF THE PERFORMANCE REPORTS • DATA REPORTING BY THE COMPANIES • WWRO RESPONSIBILITIES

4. AUDITING/INSPECTION OF THE DATA • PURPOSE OF AUDITING/INSPECTION REGIME • FOCUS OF AUDITING • TERM OF AUDITING Auditing regime was supported by WM-OFMP Project, financed by SDC.

5. GENERAL CONCLUSIONS (I) DATA MAINTENANCE AND REPORTING SYSTEM • Remarks mainly fall to weak functioning of system information modules in two of software packages that are available in water companies (Pro-net and Piano); as well as to • Lack of other applications which are supposed to be a part of Management Information System

6. GENERAL CONCLUSIONS (II) FINANCIAL DATA • Lack in presenting historical data from Billing Module • Items in Financial Statements not presented according to KAS

7. GENERAL CONCLUSIONS (III) OPERATING DATA • Lack in proper data maintenance: • Water Production • Average Water Disconnections (h) • Water disconnections (no.) • Wastewater services

8. GENERAL CONCLUSIONS(IV) CUSTOMER SERVICE DATA • No Customer Relation Module • No responsible person which is supposed to work with MRK • Lack in data maintenance • Service Connections • Vulnerable Customers

9. GENERAL CONCLUSIONS(V) INTERNAL PROCEDURES It was stated that companies (except “Radoniqi”) do not have a written form of some of necessary procedures for effective management of important issues regarding regulatory process as:

10. GENERAL CONCLUSIONS (VI) • Procedures for dealing with customer complaints • Procedures regarding notices to customers for water disconnections • Procedures for dealing with applications for connection in water and wastewater network • Procedure (program of activities) for preventing maintenance of water and wastewater system.

11. Auditing team estimates that financial data reported (D 007 – D 019), regardless of some small deviations, are in generally accurate. Similarly, regarding accuracy of operating data (D 001; D0047 – D052), auditing team has stated a full compatibility of data reported with those put available during auditing regime. Whilst, data (D 002 – D 007; D 021 – D 046) regarding customer service has shown to be inaccurate. RWC ‘Prishtina’ SH.A.

12. RWC “Hidroregjioni Jugor” SH.A. • Auditing team estimates that financial data reported (D 007 – D 019), regardless of some small deviations, are in generally accurate. • Regarding accuracy of operating data (D 001; D0047 – D052), auditing team has stated a full compatibility of reported data D 001; whilst the data D 047 – D 052 are inaccurate since there has not been any evidence regarding those data. • Furthermore also customer service data (D 002 – D 007; D 021 – D 046) are stated to be inaccurate since there is no evidence kept regarding those data.

13. RWC “Hidrodrini” SH.A. • Auditing team estimates that financial data reported (D 007 – D 019), are partly accurate. • Regarding accuracy of operating data (D 001; D0047 – D052), auditing team has stated a full compatibility of reported data D 001; whilst the data D 047 – D 052 are inaccurate since there has not been any evidence regarding those data. • Whilst regarding customer service data (D 002 – D 007; D 021 – D 046), data 002 – D 007 are stated to be accurate; but the data D 021 – D 046 has been considered as inaccurate since there is no evidence for them.

14. RWC “UjësjellësiRegjional” SH.A. • Auditing team estimates that financial data reported (D 007 – D 019), regardless of some small deviations, are in generally accurate. • Regarding accuracy of operating data (D 001; D0047 – D052), auditing team has stated a full compatibility of data reported with those made available during auditing regime. • Also data (D 002 – D 007; D 021 – D 046) regarding customer service has shown to be accurate but with some small deviations.

15. RWC “Radoniqi” SH.A. • Auditing team estimates that financial data reported (D 007 – D 019) are almost accurate; differences in reported data toward those audited are result of accounting in the end of fiscal year. • Regarding accuracy of operating data (D 001; D0047 – D052), auditing team has stated inaccuracy in reporting. • Whilst regarding customer service data (D 002 – D 007; D 021 – D 046), were considered as partly accurate.

16. RWC “Bifurkacioni” SH.A. • Auditing team estimates that financial data reported (D 007 – D 019), are partly accurate. • Regarding accuracy of operating data (D 001; D0047 – D052), auditing team has stated full compatibility of data D 001; whilst data D 047 – D 052 are inaccurate although there is no evidence regarding those data. • Whilst regarding customer service data (D 002 – D 007; D 021 – D 046), data D 002 – D 007 were stated as accurate; and data D 021 – D 046 were considered inaccurate since there has not been any evidence regarding those data.

17. RWC “Hidromorava” SH.A. • Auditing team estimates that most offinancial data reported (D 007 – D 019), are inaccurate. • Regarding accuracy of operating data (D 001; D0047 – D052), auditing team has stated full compatibility of data D 001; whilst data D 047 – D 052 are inaccurate although there is no evidence regarding those data. • Whilst regarding customer service data (D 002 – D 007; D 021 – D 046), data 002 – D 007 are stated to be accurate; but the data D 021 – D 046 has been considered as inaccurate since extraction of these data from Customer Relation Module was not possible.

18. GENERAL RECOMMENDATIONS (I) DATA MAINTENACE AND REPORTING SYSTEM • Information system module “Pro-net” and “Pianoshall be further developed. • Customer Service Module Development • Development of Geographic Information System (GID) with the data for water and wastewater is recommended. • Development of applications for data maintenance, also necessary for management.

19. GENERAL RECOMMENDATIONS(II) DATA REPORTING SYSTEM • Installation of any more advanced software system for maintenance of water production data

20. GENERAL RECOMMENDATIONS(III) REGARDING TECHNICAL DATA • Installation of water meters which unable reporting of estimated amount of water produced • Areas which are subject to water reductions shall be clearly defined and number of customers in these areas shall be determined. • There must be evidence kept for all water service disconnections.

21. GENERAL RECOMMENDATIONS(IV) REGARDING CUSTOMER SERVICE • Drafting and implementation of Internal Procedures • Organizing centers for responses toward customers requests • Ensuring the call operator for 24/7 and keeping the evidence of customer complaints • Keeping the evidence of customer complaints according to complaint nature and submission of complaints to the relevant sectors for a solution – in accordance with minimal service standards for processing and resolving of technical and commercial complaints • Notification and registration of vulnerable customers

22. FURTHER STEPS • Improvement of report 2007 with findings • Visits in RWCs in order to verify reported data • Inspections ‘ad-hoc’

23. Thank you for your attention! Any question or comment?