Sheladia Associates, Inc.

The overall goal was to assist the NWSC to establish its corporate identity as a customer-oriented and cost conscious public utility while improving its operational efficiency and financial soundness.

Provision of inter-disciplinary team to work with NWSC and improve corporate and technical management in the areas of institutional strengthening, improved management information and communications, improved customer services, water and sewerage operations, financial management, cost accounting, construction supervision, and intensive training. Through twinning relationship development of:

• More efficient management policies and procedures
• A central Training and Personnel Development Unit to provide entry level and periodic in-service refresher training for all categories of key personnel
• A Management Information System (MIS) with a customer data and accounting system to track and report on customer payments from the 70,000 consumer connections
• Improved billing procedures with computer-generated monthly bills
• An improved financial position for NWSC which will enable it to cover operation and maintenance costs and the greater of depreciation or debt service by 1996
• Improved maintenance workshops, upgraded equipment, and a trained maintenance staff equipped with maintenance manuals
• Improved level of NWSC services as measured by a substantial decrease in customer complaints and a reduction in unaccounted water of at least 15%
• A Project Planning and Design Unit with project inventories, maps, sector information, and guidelines and systems developed to standardize planning, design, monitoring and evaluation
• Regularization of illegal connections and equipping of overhead/ground tanks with ball cocks against wastage.