The scheme for providing continuous water supply in Malkapur is unique and noteworthy as it has been implemented on a town wide basis. A range of systematic interventions, management process, human resource development, new technologies, policy and financial measures, citizen friendly services, services to the poor, better coverage, communication - were effectively employed and the process changes were institutionalized. More importantly, these innovative practices have demonstrated that providing continuous water supply is an achievable objective. The initiative has substantially improved service delivery standards for the poor and public health benefits.




The intervention undertaken by the Maharashtra Jeevan Pradhhikaran (MJP) and Malkapur Nagar Panchayat (MNP) for providing continuous water supply (24X7) in town of Malkapur was characterised by transparency and peoples' participation. Malkapur is the only town in India to have introduced continuous water supply on a whole town basis. This was achieved because of extensive engagement with internal and external stakeholders.

The internal stakeholders include officials of MJP and MNP, elected representatives of the Nagar Panchayat. MJP team has extensively discussed with employees and articulated the need for continuous water supply, benefits it can bring to the citizens and strategy that they should follow. MJP has provided necessary knowledge, skills and guidance needed for achieving improvements to its staff. This process has resulted in increased participation and alignment of the staff with the initiative. Employees have become aware of the need for the initiative, process that they should follow and expected outcome.

MJP also held extensive discussions with elected representatives in a transparent way and explained the merits of the initiative. Initially, the elected representatives were apprehensive about the initiative, quality of material used (HDPE), introduction of volumetric billing, metering (AMR technology), tariff related issues but the MJP addressed all their concerns through a process of engagement in a transparent manner. Elected representatives were taken to Badlapur town near Mumbai where similar initiative was taken up on a pilot basis. The transparent process followed by the MJP gave confidence to the council and lead to passing of resolution for undertaking the initiative.

The MJP had extensively involved and engaged with external stakeholder groups such as citizens, media, welfare associations, and prominent citizen groups, etc., from the beginning of the initiative. MJP staff and council members held ward level meetings and explained the benefits of 24X7 water supply, need for telescopic tariff system, etc.

State government was also consulted and kept informed of the developments on a regular basis. This had resulted in securing full support from the state including financial and technical assistance.
MJP extensively adopted new technologies for improving efficiency and transparency in Malkapur water supply operations. The distribution network was designed using "Water Gems" hydraulic model. This software models the system according to the given pattern of usage of water at different times of the day. This approach has not often been used in India water utilities.

The use of High-Density Polyethylene (HDPE) pipes in the distribution system has reduced water losses and increased durability of the network. This technology requires less number of joints, thereby, reducing potential water losses. The joints are made using electrical fusion welded couplers. The house service connections are provided with the help of fusion welded tapping piece. The choice of material used for construction (high quality resin for manufacturing the pipes [bodykote]) and method of providing joints renders the network system leak proof.

Integrating Geographical Information System (GIS) based maps with household survey data and hydraulic model has been yet another innovative intervention thus making available spatial information for better decision making.

The MJP has introduced financial innovations such as identification of all customers through consumer survey, regularization of illegal connections, volumetric tariff structure, introduction of well targeted subsidies, etc. Automatic Meter Reading (AMR) with high degree of accuracy has made billing system transparent. The AMR enabled water meters can be read remotely by driving through the streets using handheld device and radio frequency thereby simplifying the meter reading procedure. Meter reading now can be done even if the door is locked. The data is free from the errors compare to manual operations. Because of introduction of AMR, the annual billing cycle followed earlier was converted into monthly billing. Computerized billing and customer friendly services such as SMS alerts have improved efficiency and better revenues. These measures have lead to openness in operations and improved trust among stakeholders.

A comprehensive Information Education Communication (IEC) campaign was undertaken to reach out to all stakeholders and make them aware about project objectives and benefits thus ensuring stakeholder involvement and support.

The MJP has promoted water conservation through awareness campaigns providing 15% discount on the tariff for those consumers who are using 55 lpcd or less, resulting in reducing consumption. Thus Malkapur is able to provide 24X7 water supply with 110 lpcd.

The nominee has conducted skill development programmes for employees at different levels to make these innovation possible. The entire initiative was driven by augmenting internal human resource capacities.

Systematic leakage control methods were deployed to reduce commercial and non-commercial losses. These measures have resulted in reducing the Unaccounted for Water (UFW) from 40% to about 12%.

The initiative is proven to be replicable. Many towns in Maharashtra have initiated measures to introduce 24X7 water supply using the processes and tools employed in Malkapur.

The MJP has introduced third party inspection during pipe manufacturing. Third party did the quality assurance of pipelines and shared this information with stakeholder in a transparent manner.

The steps adopted by the MJP have ensured ownership of initiatives, enhanced citizens' confidence and improved system performance.
The MJP has conceptualized, designed and implemented the initiative in-house. Internal capacities have been nurtured carefully at all levels and team work promoted. Extensive engagement with all levels of stakeholders i.e. political, officials , citizens, etc., ensuring their support for the initiative. Effective and relevant use of technology was promoted by MJP. The initiated process improvements were institutionalized.

The initiative has demonstrated that a small town with limited resources can successfully implement and run continuous water supply system. The commitment of political leadership was noteworthy. Implemented in house town wide- while other towns have relied on private expertise to implement continuous water supply on a pilot basis

Parameter	Pre Project	Post Project
Continuity of water supply	2-3 hours every second day	Pressurized continuous water supply to all citizens
Coverage	Partial	Complete
Services to the poor	Urban poor were depended on public stand posts with unreliable water supply	Urban poor and slum households were provided with individual tap connection at a subsidized rate and with continuous water supply
System losses	40% unaccounted for water	12% unaccounted for water
Saving of power	19-20 hours of pumping; Citizens were using pumps to lift water from ground level to overhead tank	13-14 hours of pumping; Due to better pressure, the need to pump water has been eliminated.
Improvement in water quality	Non compliance to water quality standards	Third party inspection results shows compliance with water quality standards
Public health	-	Evidence of reduction in water borne diseases
Cost of operation	-	Automated operation of pumps, WTP and head works has resulted in reducing costs of operation.
Manpower	Large number of valve operators	Valve operation became redundant and were redeployed for other municipal services
Billing and collection	Manual billing	With AMR and computerization of billing, efficiency has improved substantially
Recovery of costs	60%	80%
Third party inspection of material and meters	Not followed	Third party inspection introduced for HDPE pipes and meters
Level of metering	Lack of metering	Introduction of metering - both at bulk and consumer level
Water conservation measures	Lack of measures	Telescopic tariff structure , mass awareness, discount for optimal use etc has curbed wastage of water
Customer grievance redressal system	Rudimentary	Improved customer grievance redressal system
Use of technology for operational efficiency	Limited use	GIS, hydraulic modeling, AMR, etc., were deployed for improving efficiencies.
Capacity building	-	Systematic skill development programmes have ensured in house technical know-how
Services to poor	Poor were depended on public stand posts and the service quality was sub standard	All urban poor and slum households were provided individual tap connections with continuous water supply

For further details, contact:

Member Secretary
Maharashtra Jeevan Pradhikaran
4th Floor, Express Tower
Nariman Point
Mumbai - 400 021
Maharashtra
Ph: 022 - 22026249, 22835247
Fax: 022 - 22029348
Email - msmjp7@gmail.com

Shri Shinde Manohar B
Vice President
Mobile: 09822598179
Shri Dhere Dyneshawar D
Chief Officer
Malkapur Nagar Panchayat
Tal - Karad, Dist. Satara - 415 539
Maharashtra
Ph: 02164 - 241324, 241377
Mobile: 09421208449