United Nations Public Service Awards Case Studies

The Metropolitan Waterworks Authority (MWA) is a state enterprise that provides water supply to the people in Bangkok and its vicinity. A service area is 3,195 square kilometers with a total population of about 2 million. One of the services of MWA is to install new connections. Approximately 69,622 customers request a new water supply connection each year. In the past, MWA has set the procedures to install a new connection that would take around 5-7 working days, from the date that customers made the request. Therefore, customers made a complaint via a call center, MWA branch office, or MWA staff about operational delays. Delays directly affect people’s daily life. Apart from this, it also affects business opportunities: including family businesses, small and medium-sized businesses. The cost of losing this opportunity cannot be underestimated.
MWA is concerned about this problem. We decided to improve the procedures of installing the new water supply connections in order to reduce time and steps of work. As a result, people can get new water supplies promptly. Expenses have been reduced and people have improved health. This would ease their daily life. Customers are satisfied with the service, and there is no damage caused to the business sector.

What is the initiative about? (the solution)
New water supply connection installation within 24 hours is an initiative in improving the work offered by MWA. It has been implemented since fiscal year 2009. The objective of the initiative is to install new connections of ½ inch diameter water meters. New connections can be installed within 24 hours after making payment. MWA can render this service to people more quickly by implementing several methods, including: - MWA brainstorming ideas with the stakeholders, including people and contractors for comprehensive analysis and problem solving. The solutions have been proposed to effectively cope with problems. - Monitoring the operation to appropriately analyze and improve the work process. - Implementing Information Technology Systems to replace documentation. Using e-mail and mobile phones to communicate. - Control the use of materials to be able to appropriately manage the right amount of the spare parts. - Improving the contractor employment conditions and regulations to increase operational flexibility. - Developing the performance of MWA personnel and contractors.

Who proposed the solution, who implemented it and who were the stakeholders?
The construction department proposes solutions. They receive complaints about installation delays of new connections. The MWA Governor and executives support the operations. The Governor has made a plan to resolve the obstacles and limitations based on public opinion. There are three stakeholders in the project. 1. MWA is the main agency to operate the project. The processes are surveying public opinion, analyzing the problems and coordinating with contractors to find appropriate solutions. MWA also appointed a team to be responsible for this matter. Their task is to brainstorm ideas to improve the procedures and study terms contracts for the best result. Moreover, they also coordinate with other agencies for supporting information technology such as GIS and CIS to transfer data from smart phones in order to summarize and analyze data and validate results. 2. The contractors are assigned by MWA to install new connections. These contractors also have a part in consideration and suggestions in the process development. Moreover, they also coordinate with MWA in order to adjust the process of implementation and material management and to apply technologies, such as e-mail and Smart Phones, for the project. 3. People requesting new connections have benefited from this project as they have a path to complain about installation delays, to provide information and to express their opinion.

Describe how and when the initiative was implemented by answering these questions
a. What were the strategies used to implement the initiative? In no more than 500 words, provide a summary of the main objectives and strategies of the initiative, how they were established and by whom.
There are three main strategies in implementing the initiative to achieve its objective, which are: 1. People-centered MWA gives importance to public complaints so that MWA has raised the issue of installing new connections as a problem. A working group has been set up to find the solution to cope with this problem by using a people-centered approach. The working group has done a survey on the needs of, as well as, the opinion of people towards the problem. The results from a survey would be used as a reference to find the solution. 2. Enhance the collaboration of the stakeholders In implementing the initiative, MWA gave significance to the stakeholders, including people, MWA personnel and contractors. They have become involved in the process to analyze the problem. They have been able to suggest solutions. In this regard, all MWA personnel and contractors greatly and continually support the implementation of the initiative. There is also a follow up process to improve the efficiency of the operation. 3. Integration of Information Technologies Geographic Information System (GIS) and Customer Information System (CIS) have been used to pinpoint the location of houses and to create a map at the same time.e-mail and Smart Phones have been used for communication between MWA and contractors and for quality checks after new connection installations. There are communication channels for onsite problem solving. All data is stored in the GIS so that it can be used in the future.

b. What were the key development and implementation steps and the chronology? No more than 500 words
MWA has launched a project of “Developing New Water Supply Connections within 24 Hours” since 2010 due to complaints about the delay of new installations. The working team consisted of MWA’s staff in new installations field and experts in Business Process Development. The implementation is as follows: Fiscal Year 2009 - Completing a survey and found that most of people thought there were too many processes in requesting new installation and it took 5 – 7 days to be completed - Studying the (old) installation process for better performance - Analyzing a way to lessen the duration from 5 – 7 days to 3 – 4 days by reducing paperwork and minimizing the duration of each process by maintaining three staff per branch as before and spending USD 3,176/month - Testing the methods in pilot projects at four branches: Bangkoknoi, Taksin, SamutPrakan and Minburi, for evaluation to improve the efficiency with surveying the satisfaction of people towards the new process, which showed that people were satisfied with less processes and improved convenience but the duration should be less than 3 – 4 days - Adjusting the methods and reapplying them at 16 branches Fiscal Year 2010 - Finding ways to reduce the duration to 24 hours, which were determined to be a KPI of the last 6 months of the Fiscal Year - Studying a way to utilize more Information Technology to identify the location of residents, transfer data between branches, verify the quality of new installation processes and be a channel to communicate when a problem occurs - Bridging the Geographic Information System (GIS) and the Customer Information System (CIS) for positioning the location and gathering data from people - Coordinating with contractors to find mutual implementation and editing the conditions for better work such as stocking equipment used for new connections - Proposing means to contractors to reduce the method of requesting materials: contractors could request much more materials and manage themselves by using Bank Guarantees to be collateral and receiving orders via e-mail instead of papers so that contractors can proceed immediately without going to the branches to take orders - Using smart phones which can take photos and have Global Positioning System (GPS) to record and send photos from the beginning until the end of meter installation; then, saving data in GIS database to let people recheck quality and suggest solutions which MWA can receive them and reply via SMS, MMS or e-mail instantly - Creating various programs for supporting new systems - Implementing the new installation within 24 hours in the pilot project at three branches: Bangkoknoi, SamutPrakan and Taksin for three months, which could reduce the amount of staff managing materials into one person per branch and that lessened operational costs to USD 1,000/month - Implementing new processes at 16 branches after 3 months of pilot - Holding meetings to exchange experiences and obstacles between staff to seek solutions advised by experts - Evaluation for analyzing, improving and developing the process to be more efficient.

c. What were the main obstacles encountered? How were they overcome? No more than 500 words
Human Resources - MWA staff sometimes felt against the initiative because of their lack of knowledge and understanding, their fear of change, and their unfamiliarity with the use of information technology such as e-mail and Smart Phones. MWA has instructed staff by arranging training about the operation and the use of Smart Phones and e-mail. Also MWA have arranged training to adjust their attitude. In addition to training and the attitude adjustment, motivating cooperation and pointing out the advantages of the initiative can make the staff proud and make them operate more efficiently. MWA also encourages coaching and mentoring among the staff regularly. Contractors - In order to enhance the efficiency of water supply installation, 24 Hour Water Supply New Connection Service applies the material management to reduce the time for data transfer between MWA and contractors. Contractors, however, have to be responsible for increasing costs for keeping up the materials, supplying smart phones, including managing employee issues that may arise from the new system. MWA has coordinated with the contractors and let them take part in the initiative consistently hence they understand and cooperate. MWA has increased the price paid for contractors for fairness. Also, there is training for knowledge and skills development that MWA has arranged for contractors. Financial Resources - MWA bears all the expenses and financial costs in this initiative, which include the costs of Geographic Information System (GIS) and Customer Information System (CIS) installation, systems connection, smart phones supplied by contractors for data transfer and training for MWA personnel and contractors. Human Resources - This initiative is implemented by collaboration between MWA personnel and contractors in capacity development. MWA has provided training and attitude adjustment for them. In operations, there is a team responsible for surveying problems and analysis, searching for effective practices, cooperating with relevant agencies and public relations, as well as providing advice and suggestions for achieving the objectives of the initiative. Information Technology Resources - MWA uses the integration of a base map in a scale of 1:1,000, a map of the plumbing network from Geographic Information System (GIS), Customer Information System (CIS), E-mail and Smart Phone as the implementation of the initiative. All information will be validated and stored systematically for the benefit of public service in the future.

d. What resources were used for the initiative and what were its key benefits? In no more than 500 words, specify what were the financial, technical and human resources’ costs associated with this initiative. Describe how resources were mobilized
Because of the project of new water supply connections being installed within 24 hours, many people benefited as they can get the service more quickly. In the past it was 5-7 days but currently is only within 1 day or 5-7 times faster. Moreover, expenses have been reduced. When we calculate the expenses from the average cost of supplying water which is about 30 baht per cubic meter (or US$ 1 per cubic meter) and the average volume of water consuming per one cubic meter for each family per day, it is clearly shown that the average cost of supplying water is reduced because people get water service more quickly (or 5-7 times faster) which is equivalent to 120-180 baht per family (or USD 4-6 per family). When we consider that the number of customers that request a new connection is approximately 69,622 each year, it shows that the people can reduce expenses for getting a new water supply by approximately 8.35-12.53 million baht per year (or USD 278,488-417,732 per year) Apart from reducing expenses for getting a new water supply, this project also benefited the business sector; including family businesses, small and medium-sized businesses as they could increase business opportunities. When monitoring the operation, it shows that 90 percent of installations of new connections for ½ inch diameter water meters can be installed within 24 hours. The installation of new connections is up to MWA standards, if not, it can be adjusted shortly. From the survey, it found that people are very satisfied with this service. It is beyond the expectation as on many occasions, people come to the MWA office to make a request for a new connection, the installation is completed before they arrive home. The resources MWA has used for this initiative are: Financial Resources MWA bear all the expenses and financial costs in this initiative, which include the costs of Geographic Information System (GIS) and Customer Information System (CIS) installation, systems connection, smart phones supplied by contractors for data transfer and training for MWA personnel and contractors. Human Resources This initiative is implemented by collaboration between MWA personnel and contractors in capacity development. MWA has provided training and attitude adjustment for them. In operations, there is a team responsible for problems survey and analysis, searching for effective practices, cooperation with relevant agencies and public relations, as well as providing advice and suggestion for achieving the objectives of the initiative. Information Technology Resources MWA uses the integration of a base map in scale of 1:1,000, map of plumbing network from Geographic Information System (GIS), Customer Information System (CIS), E-mail and Smart Phone as the implementation of the initiative. All information will be validated and stored systematically for complete and beneficial public service in the future.

Is the initiative sustainable and transferable?
The initiative is a result of our focus and attention on the needs of people combining with the commitment of the MWA governor and executives and the cooperation between MWA, relevant departments and contractors. Consequently, people can access a much more active and satisfying service. Additionally, to make a commitment with people and for sustainability, MWA has revised relevant regulations to use as requirements for the implementation, set indicators to assess the performance of both executives and departments and publicize the initiative. The State Enterprise Policy Office,is an organization that manages and develops state enterprises and government security by proposing policies, regulatory measures, evaluation and development of enterprises, recognizes the importance and benefits of the initiative. The initiative was hailed as an outstanding innovation in 2011, which made this project a model for both domestic and foreign agencies. It can be studied and applied to their operation appropriately.

What are the impact of your initiative and the lessons learned?
From this project, it has been clearly shown that the integrated cooperation from all sections concerned could improve the installation for new connections for ½ inch diameter water meters that can be installed within 24 hours.The installation of new connections is up to MWA standards and people are very satisfied with this beyond the expectation service. All staff is proud of it. This project also benefited the business sector; including family businesses, small and medium-sized businesses, as when they receive rapid water services, they can increase business opportunities. In addition, from the flood crisis of 2011, this project could be an obvious confirmation about the importance of this project. For example, during and after the flooding, people could not use groundwater and rivers because of contamination, the installation of new connections within 24 hours responded to the needs of people during this time of crisis.


Institution Name:		Metropolitan Waterworks Authority
Institution Type:		Government Agency
Contact Person:		Mr. Chaiwat Vorapeboonpong
Title:		Director of MWA Waterworks Academy
Telephone/ Fax:		+ 66 81 258 3785 / + 66 2 503 9389
Institution's / Project's Website:		www.mwa.co.th
E-mail:		psithai@gmail.com
Address:		400 Prachacheun Road, Laksi
Postal Code:		10210
City:		Bangkok
State/Province:
Country:		Thailand

The Problem

Solution and Key Benefits

Actors and Stakeholders

(a) Strategies

(b) Implementation

(c) Overcoming Obstacles

(d) Use of Resources

Sustainability and Transferability

Lessons Learned

Contact Information