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Capacity Building in Waste Water

Management in Provincial Centres in

Experiences from Vietnam

2nd ADB-DMC and Partners Sanitation Dialogue

Frank Pogade
May 2011

Chief Technical Advisor

GFA Consulting Group
Overall Program Objective:
Conditions for sustainable wastewater disposal are improved

Goal of Phase 2 – TC Component 2 (until 2011):

Wastewater disposal in supported provincial centers improved

⇒ Strengthening local waste water companies

⇒ Capacity Building
Structure and Interventions of German Partners


GIZ German Focal Area KfW

TC Module Coordination Coordinator (SPK) FC Module

TC Component 1:
Capacity Development for the MOC

National Level / MOC • Investment and

TC Component 2: Improvement of WW and
Capacity Development in SW Disposal
Wastewater Management LG Bodies / WW Mngt. Infrastructures
Companies / DONREs

• Equipment Related
TC Component 3: LG Bodies / SW Mngt. Training
Capacity Development in Solid
Waste Management Companies

Communities and Beneficiaries

Current Project Locations

Bac Ninh

Hai Duong

Tra Vinh

Ho Chi Minh City

Can Tho
Soc Trang
Future Project Locations (from mid 2011)
Lang Son
Son La

Hoa Binh Bac Ninh

Hai Duong

Tra Vinh

Ho Chi Minh City

Can Tho
Soc Trang
Levels of Intervention

TC Component 1 National (Government) Level

TC Component 2 Local (Government) Level

TC Component 2 DONRE

TC Component 2 Waste Water Company Level

TC Component 2 Beneficiaries (Population)

Areas of Capacity Building in 6 Wastewater Companies,
and Related Software Solutions

Software 1.1.Financial
FinancialManagement Inventory Accounting S.
Management InventoryS.S. Accounting S.
Software 2.2.Asset
Management Documentation

Software 3.3.Human
Management PMIS

Customer Customer
Software 4.4.Customer Relations Management
Customer Relations Management
Management Database
Management Database
Software 5.5.Institutional
Building Information
Software 6.6.Decentralized
(DWWT) Monitoring
Customer Asset
Management Documentation

PMIS Customer

InventoryS.S. Monitoring
There are 2 kinds of Information Systems

1. Operation support information system

(Accounting, Billing System, GIS, etc.)

2. Management Support Information System (MIS,

Expert Systems, Decision making system)

Here are a few examples of software solutions

introduced to Vietnamese Companies:
Accounting software

1. Based on commercial software (BRAVO)

2. Based on Vietnamese accounting standards and

required by VN Ministry of Finance

3. For exporting data and reporting, this software has

been tailor-made to meet the WWM project’s

- Cost centre
- Data Export
- Link with inventory software (data import)

1. Personnel Management Information System is one

of the operations support systems
2. PMIS provide information to managers at tactical
and operational levels.
3. Reports and displays produced by PMIS provide
information about Staff details, CV, Job description
and training.
Main structure of PMIS
Job Description
Training courses

Staff Catalogue

Training record Personal details Position

Employing record Family relations
Performance appraisal Salary record level

Annual leave


Login Password

Access Right


Catalogues (reference data)

Input forms
Main PMIS screen
Personal details
Staff’s CV
Software Features

• Hardware: Server, Local Area Network (LAN)

and personal computers
• Database: SQL Server format
• Software: Client/server programming in Visual
Basic as standard application
• Main output information: Staff details, CV, Job
description and training reports
• Customer management software,
including billing and customer
Complaint management for Waste
Water companies
• Different applications for water / waste
water / water & drainage companies
• User friendly, MS Windows based (MS Access)
• Adequate internal security (password protection,
back-up and system maintenance procedures)
• Customer database
• Metered and non-metered billing for water and
• Customer complaints management and records
• Delinquency and disconnection notices
• Unusual consumption reporting
• Billing and payment history
• Aging of accounts receivable
• User group defined tariff table/applications
• Multiple rate schedule (water, sewer, etc.)
• Water Meter management
• Data import/export
• At Can Tho Water Supply and Sewer
Company (~ 100.000 customers)
• At Tra Vinh Water Supply and Sewer
Company (~ 30.000 customers)
• At Bac Ninh Water Supply and Sewer
Company: only Customer Complaint
• At Soc Trang UPW Company, separated from
Water Supply Company (under development,
to be operational in June 2011)
User Interface

• Switchboards
• Dialog forms
Water and Waste Water tariff
• User group defined tariff table
• Multiple rate schedule
Data input form: customer information
Data input form for water consumption
• Metered & non-metered water consumption
Data input form: payment
• Payment by cash, bank transfer
Data input form: customer
Data Import/Export
• Exchange/Update/Synchronize data between
Sewerage and Water Supply Companies
Data Import/Export
• To and from Excel format
Data Analysis
• Unusual consumption reporting
• Aging of accounts receivable, etc.
Statistical reports
Water consumption, water and waste water fees, billing and
payment history, customer complaints, etc.
Asset Documentation Software
Objectives of Asset Documentation:
Establish an Asset Documentation system which is an
essential wastewater asset management support
component of the company in economic and effective

Scope and Condition:

It is deployed for to the Asset Documentation Unit under
technical department which are engaged in the field of
asset management, including preventive O&M activities
and schedule of wastewater assets.
• Based on ESRI GIS applications for mapping

• Support multi GIS file format (Specially ESRI vector and

common raster formats like TIFF, JPGE …vv

• Provide ability to collect point, line and polygon using digitizing

or GPS

• Easily customizable interface to collect attribute information for

using and Interaction

• Allow to insert base map and draw manually

• Allow and easy to integrate with other management software

(such as MIS System)
Asset Documentation Software and its tools
Output of Asset Documentation Software


W W Database

Base Database (1) Asset Databas e O &M Databas e

Adminis trative Pumping S tation Sewers

District House Connection W W Pumping Station

Ins pe ct ion
SOP Pla n O& M Re cor d s

W ard - ID Str uc tur e D ate/No SOP Form D ate/N o Plan Form D ate/N o O&M Order Fo rm Date /N o Year ly Repo rt
- Cu sto mer Name
- Cu sto mer Ty pe - ID
- A d d res s - Stree t Na me Cle an in g W or k Or de r Do c um e nt atio n Ev a lua tion
Cadastre - Co mmun e Cod e - Co mmu n e Name
- Dis trict Co de - Dis tr ic t Na me - ID - Dura tion - Ma n d ay s us ed
- St ree t Name - Km us e d of v eh ic le (s ) - % to tal lab ou r f or ce
Land Use - # o f pump s
- Co mmu ne Na me - Qu a nt ity of remo ve d so lids (m3 )
Tertiary Sewer - To ta l c ap a city (Q=m3/h) - V e hicle(s ) u sed ( hou rs )
- Capacit yof Pump sum - Dist ric t Na me - Lo cat ion o f solid disp osa l - Le ng th o f c lea n ed se w ers (km)
Parc el - ID Re pa ir
L ink to s e rie s o f a gre ed L ink to s e rie s o f a gre ed - Es timate d d ura tio n - Le ngt h of s ew e r (km) - % o f s e w er n etw o rk
Pum p S OPs req u ired f or O& M SO Ps req uired f or O& M - Te a m le ad e r - Diame ter of s ew er (m in /ma x)
- S tre e t Na me - V o lu me of re mov ed s o lid (m3 )
o f Se w e rs o f Se w e rs - No . of s ta ff - Ty pe of Ma teria l us ed
- Commu ne Na me - Man u f ac tu rer - To ta l c o st (V ND)
- Dist ric t Name - Typ e - Ty p e/ No . of eq uip me nt - Vo lu me o f Mate rial us e d - Co s t pe r km c le an e d s ew e r (V ND)
Hydrology - Pr o file - Capa city (Q= m3/ h) - Ty p e/ No . of ve hic les - Co s t pe r m3 remo v ed s olid (V ND)
- Mat er ia l - Height (H=m ) Rep la cem en t - Ma ter ia l r equ ire d
River - Diame te r - W eigh t (kg ) - Sa f et y prec a ut io n
- Le n gt h - Dia me te r o f su ct io n pip e (mm)
Lake - Dia me te r o f inle t (mm ) Pumping Station
Secondary Sewer
- Dia me te r o f ou tle t (mm)
- Dia me te r o f pre s sur e pip e (mm ) In sp ec tion
Small River - ID
S OP Pla n O&M R e co rd s
- S tree t Na me
- Commu n e Na me M otor
Watershed - Dis trict Name
D ate/No SOP Fo rm D ate/N o Pl an Form D ate /No O&M Orde r For m D ate /N o Yea rly R eport
- Ca pa c ity (KW)
- Pro file
- Type o f Mo tor
- Ma te ria l Ma in te na nce W or k Or de r Doc u m e nta tion Ev al ua ti on
- Dia met er Po w e r S up ply
Transport - L en g th - ID - To tal vo lume of WW /S W (m3 /d a y) - To ta l vo lu me of W W/ SW (m 3 /yea r)
- Fro m ID m an ho le - Ty pe o f Co ntr ol cu b ic le - S tre e t Na me - To tal ru nn in g hou rs - To ta l ru nnin g h ou rs (h o ur)
Road - To ID ma nho le - Po w er c ap acit y (KW )
- Commu ne Na me - En erg y con s ump tio n (KWh ) - To ta l en erg y (K Wh/yea r)
Prim ary Sewer Sc r e e n - Dis trict Name - Man po w er ( h/m onth ) - To ta l co st o f m a n powe r (V ND)
Rep a ir - To ta l co st o f rem o ved sol id (VND)
Bridge - ID
L ink to se ries o f ag ree d Link to s e rie s o f agre e d - Est imat ed d ura tio n - Tra ns p orta tio n c ost
- To ta l co st fo r al l Pu m pi ng S t atio n (VND)
- Typ e S OPs re q uir ed f o r O &M SO Ps re quired f o r O& M - Name of Pu mp ing St at ion - Mat eria l co st
- Stre e t Na me - Tea m le a de r - Qua ntit y of remo ve d s olid (m3)
- O per at ion Mo de of Pu mp ing S tation of Pump in g Sta tio n
- Com mun e Na me - No. of s ta f f - To tal co s t (V ND)
- Dist rict Name - Typ e /No. o f e q uipme n t
- Pro f ile W W Pumping Station
Terrain - Mat erial
- Typ e /No. o f v e hicles
Str uc tur e - Mat er ia l r equ ire d
- Diame te r Re plac e men t
- S af et y pre ca u tio n
Contour - Le n gth
- Fro m ID ma nh o le - ID
Height Point - Stree t Na me
- To ID ma nh ole
- Co mmu n e Name
Opened Drains - Dis tr ic t Na me
DEM (D i gi tal Ele vati on M od el ) - # o f pump s
Ins p ec tion
- ID SOP P la n O& M Re c or d s
- Stree t Na me - To ta l c ap a city (Q=m3/h)
- Capacit yof Pump sum
- Commu ne Na me Da te/N o SOP For m Date /N o Plan Form D ate/No O&M Ord er Form Date/N o Ye ar l yR eport
- Dist ric t Name Pum p
Ras ter - Pro file
- Mate ria l - Man u f ac tu rer Mai nten a nc e Wo r k O rde r Do cum e nta tio n Eva lu atio n
Aeronautical Image - Dep th - Typ e
- Wid th - Capa city (Q= m3/ h)
Satellite Image - Len gt h - Height (H=m )
- W eigh t (kg )
Surface Image Outlet - Dia me te r o f su ct io n pip e (mm)
- Dia me te r o f inle t (mm ) Rep air L in k to s eries o f ag re ed Lin k to s er ie s of a gre ed
- ID
Raster Data - Typ e - Dia me te r o f ou tle t (mm) SOPs r equ ire d f or O&M S OPs req u ire d f o r O&M No t y et d e f in e d No t ye t de f ine d Not ye t def ine d
- Dia me te r o f pre s sur e pip e (mm ) of Was te w a te r o f W as te w a te r
- Stre e t Na me
Trea tme n t Pla nt Tr ea tmen t Pla nt
M otor
- Ca pa c ity (KW)
- ID
- Stre e t Na me - Type o f Mo tor Rep lac eme nt
- Comm une Nam e Po w e r S up ply
- District Na me
- Prof ile - Ty pe o f Co ntr ol cu b ic le W W Laboratory
- Dimen sion - Po w er c ap acit y (KW )
- Ty pe of Co ve r An a ly sis of
Sc r e e n S OP Pla n R e co r ds of La bor at or y A n a lys i s
Street Inlet a g ree d WW
pa ra me te rs
- Typ e D ate/No SOP Fo rm D ate/N o Pl an Form D ate /No O&M Orde r For m D ate /N o Yea rly R eport
- ID - O per at ion Mo de
- Ty p e
- Stre e t Na me Combined Sewer Overflow (CSO) Doc u m e nta tion
WW p ar a m e te rs Ev al ua ti on
Reservoir - ID
- Stre et Na me
- ID
- Commu ne Name
- Name
- Distric t Nam e
- S tre e t Na me
- Dimens ion (HxW xD) (cm) L ink to se ries o f ag ree d Link to s e rie s o f agre e d
- Commu ne Na me - Type ofC o ver SOPs re qu ire d fo r SOPs re q uired f o r
- Dist ric t Name Not y et d ef in ed No t y et d ef in ed Not ye t d ef in ed
w a st ew at er a na ly s is w ast ew ate r ana lysie
- Cap acity Interceptor sewer of L ab o ra to ry of La b ora to ry
- ID
- Stre et Na me
- Co mmu n e Na me
- Dis tr ict Na me
- Pro f ile
- Mat eria l
- Dia met er
- Len g th
- Fro m CS O ID
- To Pu mp in g Stat io n
Pressure Main
- S tre e t Na me (1) To be obtained by WW Company from Department of Natural Resources and Environment.
- Commu ne Na me (2) Discharged point could be a Pumping Station, Wastewater Treatment Plant or Manhole
- Dis trict Name - SOPs describe the technical requirement of O&M which will answer the questions of what to do and how to do the O&M
- Prof ile activities.
- Mat er ia l
- O&M Plans describe the planning timelines of the O&M activities including budget/cost for these activities.
- Dia me te r
- L en g th - O&M Records document the result of above-mentioned activities which will answer the questions of what to do, how to do and
- From PS No. cost of the O&M activities.
- To dis c ha rge d poin t (2 )
WW Treatment Plant

No t y et d e f in e d

WW Laboratory

0 710 1 1 - W W Da tab as e S p ec if icat io n Ou tp u t - C a milo & Lon g - E ng- F in al V e rs io n

Record of an existing wastewater asset Record of existing O&M activities Real-time O&M and
Including current situation of this asset Relating to this asset wastewater asset inventory/database
Output of Asset Documentation Software
Record of an existing wastewater Record of existing O&M Real-time wastewater asset
asset including current situation of activities relating to this asset and O&M inventory/database
this asset

QUY TR×NH T¸C N GHIÖP C HUÈN Hå S¥ Tµ I S¶N (ad sop)

Tr−ëng Phßng tæ thu thËp d÷ liÖu tæ qu¶n lý d÷ liÖu ban gi¸m ®èc c«ng ty phßng tµi vô

x©y dùng kÕ ho¹ch vµ ng©n

s¸ch ho¹t ®éng hµng n¨m (1)

1. Xem xÐt kÕ ho¹ch ho¹t ®éng hiÖn t¹i 2. DuyÖt kÕ 3. Ph©n bæ ng©n s¸ch ho¹t
cïng víi nhãm l Ëp kÕ ho¹ch vµ x©y dùng kÕ ho¹ch ho¹t ®éng ®éng
ho¹ch ho¹t ®éng cho n¨m tíi

4. ChØnh söa kÕ ho¹ch ho¹t ®éng vµ tr×nh
duyÖt l ¹i

5. T hùc hiÖn kÕ ho¹ch ho¹t ®éng theo sè tiÒn

®−îc ph©n bæ

Yªu cÇu:

1. B¶n ®å / b¶n vÏ sè víi täa ®é c¸c

®i Óm chÝnh x¸c
SOP 2 X©y dù ng kÕ ho¹ch ho¹t ®éng hµng th¸ ng 2. Tæ thu thËp d÷ li Öu gåm cã 02
ng−êi :
1. Tæ tr−ëng
2. C¸n bé kü thuËt

3. Tæ Qu¶n lý d÷ liÖu gåm cã 02

6. Giao nhi Öm vô t hùc hiÖn c«ng v iÖc hµng 1. C¸n bé kü thuËt
th¸ng cho Tæ thu thËp vµ Tæ qu¶n lý d÷ liÖu 2. C¸n bé kü thuËt

Chó th Ých:

Nh÷ng Qu y tr×n h t¸ c n ghiÖp chu È n

7. X¸c ®Þnh t õng ho¹t ®éng chi tiÕt víi Tæ thu (S OP) cÇn p h¶ i x ©y dù ng vµ tu ©n thñ :
thËp v µ Tæ qu¶n lý d÷ liÖu cho c¸c th¸ng tiÕp (1) "Quy tr×nh T¸c nghiÖp chuÈn vÒ
theo. LËp kÕ ho¹ch vµ dù to¸n ng©n s¸ch"
(2) "Quy tr×nh T¸c nghiÖp chuÈn vÒ
Thu thËp d÷ liÖu"
(3) "Quy tr×nh T¸c nghiÖp chuÈn vÒ An
toµn lao ®éng"
(4) "Quy tr×nh T¸c nghiÖp chuÈn vÒ
SOP 3 Thùc hiÖn kÕ ho¹ch ho¹t ®éng Qu¶n lý d÷ liÖu"

Nhãm lË p kÕ ho ¹ch ba o g åm :
8. ChuÈn bÞ lÖnh c«ng viÖc t rªn c¬ së kÕ ho¹ch 1. Tr−ëng Phßng Hå s¬ t µi s¶n
9. In b¶n ®å / b¶n v Ï v Þ trÝ cÇn 2. Tr−ëng phßng KÕ ho¹ch - Kü thuËt
ho¹t ®éng hµng th¸ng ®−îc duyÖt vµ c¸c mÊu kh¶o s¸t, ®o ®¹c hoÆc t hu thËp d÷ C«ng ty
biÓu ®' t hèng nhÊt liÖu

10. NhËn b¶n ®å / b¶n vÏ vÞ t rÝ,

nhËn trang thiÕt bÞ vµ dông cô kh¶o
s¸t / ®o ®¹c cÇn thiÕt t heo lÖnh
c«ng viÖc v µ tiÕn hµnh t hu thËp d÷

SOP 4 Thu thËp d÷ liÖu (2)

11. Thùc hi Ön l Önh c«ng viÖc (3)

12. Ki Óm tra ®é chÝ nh

x¸c, tÝnh logic, tÝnh trän
v Ñn cña c¸c ®iÓm khèng
chÕ ®o ®¹c v µ chuyÓn cho §¹t
Tæ Qu¶n lý d÷ li Öu.

Kh «ng

13. Th¶o luËn víi T æ Thu thËp d÷ li Öu v Ò c¸c v Ên ®Ò

ph¸t s inh v µ sai sãt trong khi thùc hiÖn c«ng viÖc v µ
chuÈn bÞ lÖnh c«ng v iÖc kh¸c ®Ó tiÕn hµnh kh¶o s¸t /
®o ®¹c l¹i
SOP 5 NhËp d÷ liÖu ( 4)

14. Xö lý d÷ liÖu sau khi hoµn

tÊt qu¸ tr× nh thu thËp d÷ l iÖu

15. KiÓm t ra ®é chÝnh x¸c

cña b¶n ®å / b¶n v Ï vµ d÷
li Öu ®−îc xö lý


16. DuyÖt ph¸c th¶o trong lÖnh c«ng viÖc vµ b¶n

in sau khi nhËp liÖu 17. N hËp d÷ liÖu

18. Sao l −u d÷ liÖu ®Þnh kú

20. Th¶o luËn v íi Tæ Qu¶n l ý d÷ li Öu vÒ c¸c vÊn 19. L−u b¶n ®å / b¶n v Ï sè vµ
®Ò ph¸t si nh v µ sai sãt trong khi thùc hiÖn c«ng l−u b¶n i n v µo tñ hå s¬
viÖc vµ chuÈn bÞ lÖnh c«ng vi Öc kh¸c ®Ó kh¶o s¸t
/ ®o ®¹c l¹i.

Real-time summary/statistical of Wastewater System Plans

wastewater asset including Real-time O&M Standard Operation (O&M, Replacing, Repairing,
lifecycle, depreciation, etc. Procedures for a wastewater asset Extension)
• MIS is one of Management Support systems.
• MIS provide information to managers at all levels
(strategic, tactical and operational levels).
• Reports, and displays produced by MIS provide
information that managers have specified in advance
as adequately meeting their information needs.
• Information products are presented in the form of
comparison, trend, tables, graphs, and have hierarchical
structure expanding from general to detail.
• MIS is to provide information supporting managerial decision-
making and functions of management
• MIS provide total panorama picture of company’s performance.
• MIS identifies problems and opportunities.

Planning Organizing Directing


Functions of Management
Main structure of MIS

Personnel Financial Customer Asset

Job description Budget & Customer List of assets
planning development
CV O&M reports
Financial Customer
Training reports reports complaint
Cost center Service
Data and information flow
 Data from other Information System are exported
periodically into MIS database
Components of MIS
• Hardware: Server, Local Area Network (LAN) and Personal
• Database management: SQL Server to support client/server
• Software: Program in Visual Basic and integrated with MS
office to generate reports in the form of Excel worksheet at
managers’ computers using data stored at MIS database
and report templates.
Management reports
• Reports based on one or more information indicators
• Information indicator: performance measurement of one
business activity
MIS Report structure
• Frequency: Monthly basis (monthly, quarterly, semiyearly,
9-monthly, annually)
• Classification: support specific management purpose or
group of managers
• Hierarchy: expand from general to detail
• Comparison: actual performance to planning, previous
periods. Absolute value or percentage
• Format: enumerated manner for unstructured indicators.
Tables and graphical presentation for structured indicators.
• Hyperlink and comment: for ambiguous indicators and
expandable indicators
Relevant Findings, Experiences and Lessons Learned

1. Workgroup and client/server software was a new concept

for the companies
2. Very few waste water companies were equipped with
state-of-the art computer network systems (no servers)
3. Hard- and software was often poorly maintained (viruses!)
4. No regulations on IT available
5. Job-hopping and frequent internal job rotations make
training difficult
6. Often no budgets for software updates, hardware
replacements, etc. Companies often rely on external
sources (ODA!)
7. Even in cases where budgets are available, some
managers do not understand the necessity and benefits of
investments into IT applications
8. No confidence in electronic data storage => paper files still in
use, creating parallel work
9. Many employees quickly develop IT skills and come up with
their own solutions
10. Some companies started investing into IT (Can Tho, Tra Vinh)
11. Introduction of IT kicked-off employment opportunities
12. Some companies are now providing IT services for other city
departments (i.g. GIS and data base applications)
13.Companies have developed internal resources of dealing with IT
problems (sustainability)
14.MIS: Building information indicators and reports based on the
demand of the managers. Otherwise staff will not enter the data
=> MIS drives the development and use of the entire IT
landscape in the company
15.Excel is an excellent tool for reporting (after importing from software /
16.Skilled IT support team is a must for proper operation. External
support is no solution.
17.Customer data bases are an important tool for implementing legally
binding regulations (waste water tariff, etc.)