Key Performance Indicators (KPIs)

Performance Management Plan

for
Water Supply System Jacobabad

Submitted to: Hafeez Samo

COR USAID

Submitted by: Ghulam Mustafa Zaor

Chief of Party- CoP-
WG&CB Activity
Tel: +92.21. 34532804
Email: ghulam.mustafa@hands.org.pk

Contract Number: No. 72039119C00001

1
CONTENTS

Acronyms: 3
1. Background 4
2. Methodology 5
3. Findings 5
4. Performance Management Framework of MSP-S 6
A. Services Delivery 6
B. User Satisfaction 9
C. Operational Fitness 10
D. Resource generation & sustainability 13
5. KPI Monitoring and Reporting 15
Performance Monitoring Framework 15
A. Traffic light-based milestone reporting of KPIs 24
6. References 25

2
Acronyms:

AEN Assistant Executive Engineer

CLC Citizens Liaison Cell
DWTP Drinking Water Treatment Plant
E&M Engineers Electrical & Mechanical Engineers
KIIS Key Informant Interviews
KPIs Key Performance Indicators
MCJ Administration Municipal Committee Jacobabad Administration
MCP Municipal Committee Jacobabad
MIS Management Information System
MSP-S Municipal Services Program-Sindh
MSP-S Municipal Services Program-Sindh
MTTR Mean Time to Repair
NEQS, 2010 National Environmental Quality Standards, 2010
NSUSC Northern Sindh Urban Services Corporation
PHED Public Health Engineering Department
PMP Performance Management Plan
PPP Public-Private Partnership
SCIIP Sindh Cities Improvement Investment Program
SDGs Sustainable Development Goals
USAID United States Agency for International Development
WASH Water, Sanitation and Hygiene
WHO Word Health Organization

3
1. Background

Brig General John Jacob constructed a water supply scheme for the Jacobabad town during the
1840s. The water supply system contained water tanks where the water was brought from Indus
through the canal. Excavation of the Begaree canal was also one of his early interventions to
improve water availability.1 John’s scheme ran successfully until the 1950s. Later, the water
supply system in Jacobabad was established in the early sixties by the Public Health Engineering
Department (PHED). However, the municipal services in Jacobabad, including the water supply
system, were in very poor condition until the early 2000s. A multi-million dollar drinking water
treatment plant and primary distribution system was inaugurated by General Pervez Musharraf in
20052. A tender was released for private sector engagement in operating the plant, but the tender
did not receive any viable bids. Operations reverted to the Tehsil which had very limited capacity,
systems or financing to operate, maintain, repair or continue extensions of the system to secondary
distribution and household connections. Meanwhile the intake and primary transmission canal to
provide raw water for the system were damaged in the flooding in 2009 and 2010. USAID began
planning for improvements in Jacobabad’s drinking water under the Municipal Services Program-
Sindh (MSP-S), in parallel with the rollout of the Northern Sindh Urban Services Corporation
(NSUSC) under the Government of Sindh- and ADB-funded Sindh Cities Improvement
Investment Project (SCIIP) that proposed reforms in asset ownership, operations, and tariffs. The
NSUSC and related reforms were dropped in 2017 and all water, wastewater and solid waste assets
reverted to the Tehsils for service provision.

The water supply system of Jacobabad has been recently built/upgraded with household
connections under MSP-S. The new water supply system is under test-operations. MSP-S aims to
establish the Key Performance Indicators (KPIs) for the Program. These KPIs are expected to help
in the designing of a Performance Management Plan (PMP) at a later stage for monitoring progress,
effectiveness, and impact. The specific objectives under this consultancy included; (a)
development of the Key Performance Indicators (KPIs) for the Jacobabad Water Supply Scheme,
and (b) development of a Monitoring and Reporting Framework for the KPIs.

This document outlines the background and methodology of developing the KPIs followed by the
proposed list of KPIs for the MSP-S Program and KPIs monitoring & reporting framework. This
will ultimately help in (a) monitoring strategic progress, project performance, programmatic
assumptions, and operational context (b) evaluating performance and impact; and (c) learning and
adapting from evidence.3

Organizations use KPIs for several reasons. KPIs assist in understanding how an organization or a
program is performing on its strategic objectives and targets. Collecting and analyzing KPIs
enables water service providers to do their jobs well, since decision-makers manage what they

1
A look at Jacobabad's water purification schemes since 1847. (2016, March 21).
2
Remembering General John Jacob – an able administrator and a master planner (2012, May 22).
3
USAID Learning Lab – Performance indicator reference sheet

4
measure. KPIs provide detailed information and quantitative analysis, which permits organizations
to make sound business decisions and monitor their performance, when used in conjunction with
Asset registries (installation date, capacity, location, maintenance records), Business Plans (with
targets and descriptions of managerial incentives for meeting those targets); and Operating
statistics (number of workers, number of customers, reliability, service quality, etc.). KPIs are also
increasingly used by regulatory bodies to analyze and review performance, compare organizations,
and measure progress against set targets.

2. Methodology

To develop the Key Performance Indicators for the Water Supply Scheme under the Municipal
Services Program-Sindh (MSP-S) and prepare a framework to measure the performance, the
consultant proposed a three-stage methodology which was approved after very useful inputs from
the client and the donor experts. These three stages included;

 Pre-consultation stage
 Consultation stage, and
 Post-consultation stage.

During the Pre-consultation stage, the consultant conducted a thorough desk review of the project
documents, USAID guidelines, WHO guidelines, Sustainable Development Goals (SDGs), and
the Public-Private Partnership (PPP) Guide and Toolkit of the Govt of Sindh. These helped in
identifying relevant KPIs for the program and framing a consultation checklist that was used with
the field team and the local stakeholders during the consultation stage to fine-tune the list of the
identified KPIs. While compiling the findings, the consultant triangulated the field information
with the available secondary information for preparing KPIs, and relevant frameworks. The
consultant thoroughly reviewed the Management Information System (MIS) and Operational &
Maintenance Manual – developed specifically for the project – were considered for data collection
and reporting. Thus, it is ensured to maintain the same terminology in the KPI document to ensure
consistency and coherence.

3. Findings

As a result of the secondary review and the field consultations, the consultant identified four
performance areas to develop the KPIs. The four areas that are identified by the consultant are i).
Service delivery, ii). User satisfaction, iii) Operational fitness, and iv). Resource generation. The
desk detailed desk review revealed that it is very crucial to measure user satisfaction, operational
fitness, service delivery, and resource generation to monitor the performance of any water services.
The sub-indicators on these areas were identified from the sources documents which are reviewed
in the pre-consultation session. The justification of these proposed indicators was not solely based
on the evidence and insights of desk review but also the field data and information suggested that
these areas are crucial in water services. Discussion with participants in the field provided sound

5
justification that water services should be monitored regarding the end user’s experiences,
operational fitness, and billing management.

The consultation and KIIS with stakeholders revealed many important aspects that were aligned
to the indicators studied in the desk review. The interviews and consultation also provide the clue
to identify the sources of data and data collection process against indicators. The discussion with
stakeholders also revealed the possible challenges against monitoring each indicator which can be
utilized for planning and designing purposes for the project team. The information extracted with
the stakeholders revealed that the current practices of resource management and billing system are
not managed well which reveals a greater need for establishing KPIs that are on the efficiency and
effectiveness of billing systems.

It also revealed that the user satisfaction survey can provide information on various aspects that
are related to water production, consumption, quality, distribution, and maintenance. These
indicators are preferred because they will provide information on how the facilities are utilized,
managed, and maintained with the current resources.
4. Performance Management Framework of MSP-S

Based on the three-staged assessment phase, the consultant has identified the following four
performance areas for the scheme to develop annual KPIs and report against the progress on each.
Each KPI is explained in this section and the subsequent section proposes the plan for data
collection and reporting on these KPIs. The four performance areas include; service delivery, user
satisfaction, operational fitness, and resource generation. While outlining the KPIs below, an effort
has been made to outline the existing practices on data collection and reporting under each
performance area. However, the efficient reporting on these KPIs will demand some additional
reports to be generated from the existing reporting practices such as the monthly analysis of lab
reports, and quarterly analysis of Flow Meter data, etc.

A. Services Delivery

The services delivery KPIs will measure the provision of the services of the water services under
the scheme. Various indicators such as services coverage, water production, water consumption,
etc. will be used to observe the water services. The following KPI(s) will be covered under the
service delivery performance area;

KPI A.1: Number of total connections provided under the scheme

6
Description: Water coverage is described as the total connections provided under
the scheme. These connections are further divided in to three
categories;

a) Residential connection
b) Commercial connection
c) Bulk connection

Where the residential connections include the household

connections, commercial include the connections provided to shops,
hotels, SMEs, etc., and the bulk connections include connections
provided to public facilities like mosques, schools, etc.
Measurement: Residential connections: Residential water connections: It will be
measured by multiplying total water connections with seven persons
per household (average household size) per day. The household is
defined as the number of family members served by one kitchen.
Commercial connections: It will be measured by multiplying
connections with average daily users per commercial connection per
day.
Bulk connections: It will be measured by multiplying the number of
connections with average users per connection per day.
Notes/guidelines: For residential water connections, it can be water connections x 7
persons per household. For commercial and bulk connections, it can
be connections x average daily persons per connections. The bulk
connection is defined as a communal place under the use of the
general public, i.e., public latrines, mosques, etc.

7
KPI A.2 Number of MGDs of water supplied during a year. It will measure the overall volume
of water produced for the population.

Description: It is described as the total MGDs of water supplied from the Water
Filtration Plant (WFP) and pumped into the water transmission loop
on daily basis.
Measurement: Compile daily water production data from WFP facility and divide it
on 90 days (quarterly basis) to get the average water production per
day.
Notes/Guidelines: Data can be collected through daily discharge report from WFP.
Compilation & calculation of daily discharge data on quarterly sheet.

KPI A.3 Total consumption of water per zone per month. It will measure water consumption
by the population.

Description: The city's water distribution system has been divided into six zones
keeping in view the topographic and domestic features. The water demand
for these zones varies from 1.43 MGD to 3.71 MGD. Flow Meters are
installed on the transmission loop and the feeding line for each OHR to
monitor water consumption in each zone. This indicator will measure the
total consumption of water provided to each zone on monthly basis. This
will help trace changes in the consumption patterns, leakages/line losses,
and seasonal variations, etc.
Measurement: Compile daily data from the six Flow Meters. Prepare average monthly
consumption patterns per zone and monitor & report changes over the time.
The frequency of measuring this indicator will be monthly based on the
daily data reports from Flow Meters expressed in MGDs per day per zone.
Notes/Guidelines: Expressed in an average number of people served per water connection.

KPI A.4 Functioning time (hours/day) and function consistency (days/month) of the
facility. (Functionality of water services).

Description: This indicator can be expressed as the functioning time (the number of
hours per days) and the functioning consistency (number of days per
month) compiled on annual basis. This will include piped water supply
continuity by covering the average water supply hours per week.

Measurement: The reliability will be calculated by collecting the daily records containing
hours of water supply per Flow Meter. These daily datasets will be
compiled on monthly basis to identify the average number of water supply
hours per day per Flow Meter. The monthly data will provide average
number of water supply days per Flow Meter per month. Daily data of six
Flow Meters in MGDs will help in calculating the daily hours of water
supply per Flow Meter per month. It will also help in calculating the
average number of days calculated from the Flow Meter data.
Notes/Guidelines:  Daily data of six Flow Meters in MGDs.

8
KPI A.5 Percentage of samples passing the minimum quality standards. (functionality of
water services).

Description of the This is water compliance with percentage of samples in the testing lab
KPI: passing the minimum quality standards. The quality of water shall comply
with NEQS, 2010 drinking water standards.
Measurement: Collect and report data on bacteriological Quality (Escherichia Coli;
Coliform-Group Bacteria). Regular monitoring of the quality of water at
both the WFP and Flow Meter ends with samples tested in the established
laboratory of the facility. It will be calculated by dividing the total number
of pass water samples on the total water sample tested.
Notes/Guidelines: 12 weeks cycle is recommended to avoid confusion around weeks per
month

KPI A.6 Number of operational interruptions in the water supply per year.
Description: This will measure the number of interruptions in water supply over 12
weeks4 time. The interruptions covered here will not include external
factors – such as electricity load shading by grids.
Measurement: Electricity outage reports covering total number of hours of electricity
outage. Total number of interruption complaints received across the six
zones.
Notes/Guidelines: Records from CLC complaints register, electricity supply reports.

Existing Practices: A detailed operational monitoring form prepared by USAID is directly linked
with the service delivery indicators. This form is the part of Operational and maintenance manual.
The operational and maintenance manual can be found by clicking here. The components of
operational monitoring form record information related to the water demand, number of
connections, average consumption demand, and capacity of the treatment plant. The water quality
indicator data will also be extracted from the operational monitoring form which indicates the
laboratory tests based on chemical testing and chlorine residual in the water samples.

B. User Satisfaction
User satisfaction KPIs will measure the end user’s satisfaction. Various indicators such as user
satisfaction, complaints, and feedback will be used to observe the end user's satisfaction on water
scheme services in the targeted area. The following indicators will be covered under the user
satisfaction area of performance;
KPI B.1 Percentage of connections (users) express satisfaction with the facility.

Description of the The user satisfaction is referred to users’ acceptability and level of
KPI: happiness with the facility. The satisfaction will cover users’ feedback on

4
12 weeks cycle is recommended to avoid confusion around weeks per month and quarter

9
 service delivery including, but not limited to; water reliability, water
quality, and water consistency.
Measurement: Satisfaction will be measured from the targeted population of the area to
assess user satisfaction. It will measure the satisfaction level of the served
population with the water services using feedback scorecard. The
customized tool will be used to collect users’ feedback.
Notes/Guidelines: Satisfaction will be measured from the targeted population of the area
though an opinion survey.

KPI B.2 Percentage of complaints resolves through citizen liaison.

Description: This indicator will cover responsiveness on the complaints by assessing
the overall percentage of complaints resolved.
Measurement: It will be calculated by totaling the resolved complaints and divided these
by the total number of complaints registered under CLC in a month.
Notes/Guidelines: The total active complaints will be calculated by excluding the number of
complaints that are not active or no actions are taken against the complaint
The complaint logs are the logbook of water distribution management
where complaints are recorded and registered.

Existing Practices: Citizen Liaison Cell (CLC) is established at Municipal Committee

Jacobabad. The vision of the CLC is to cater to the grievances of the masses regarding water
schemes and the enhancement of facilities. CLC covers all the necessary complaints and
grievance system of the water scheme. The database and management of the complaint system
will be utilized to calculate user satisfaction indicators. The database will help to calculate the
indicators such as user engagement, complaints dealt, and user satisfaction. The CLC data is
separately managed than the MIS data. There is a need to converge these together for convenient
and useful reporting.
C. Operational Fitness
The operational fitness KPIs will measure the operational and administrative efficiency of the
water distribution and management process. The operational fitness will cover repair efficiency,
mean to repair, etc. to measure the level of active responses from the management on the
operational issues. The following indicators will be covered under operational fitness;
KPI C.1 Percentage of completed repair works against the total repair requests per year.

Description: This will cover the repair efficiency of the facility evaluating the total
repair works conducted over a period of time.
Measurement: It will be calculated by dividing the repairs with OK status by the total
repairs performed. It will be expressed as a percentage per month. Data
will be collected from water distribution & repair sources (water
management staff, complaint logs). The logbook of water distribution
management where complaints are recorded and registered.
Notes/Guidelines: Ensure the complaints log has entries on the action taken or follow up
action or referral against each request.

10
KPI C.2 Mean time to address a repair request per year.

Description: It will cover the average time spent on each repair in the facility. This will
identify average hours per repair.
Measurement: It will be calculated by the total hours spent on repairs work divided by the
total repairs. The frequency of the indicator will be on monthly basis. For
CLC data there is high potential of triangulation findings with the
complaints data
Notes/Guidelines: There’s a high potential of triangulation findings with the complaints data

KPI C.3 Percentage of service coordination/ referrals to other public service departments

Description: It will cover the level of coordination among the municipal and public
service departments to ensure the water supply services continue smoothly.
Measurement: This indicator will measure the number of requests referred to the
concerned departments (i.e., PTCL, SUI GAS, etc.). The indicator will
divide such referrals on the total repair requests to get the percentage. For
example, the third-party referrals will be divided by the total complaints in
the CLC.
Notes/guidelines: This is particularly important to measure the local coordination among the
service departments; PTCL, SUI GAS, Services, and works, communities.

KPI C.4 Percentage of trained human resources running the facility.

This refers to percentage of staff (F/M) trained in their relevant job
Description:
descriptions.
Compile the list of staff members with training title, details along with the
Measurement: month and year of training. Trained staff will be divided by the total staff
x 100.

Notes/guidelines: Availability of the staff is likely to change over the long run. It’s
important to maintain records of service staff availability.

KPI C.5 Percentage of workforce by gender

Description: This refers to the sex disaggregated data of the workforce.
Measure complaints from CLC register. Total errors in billing divided upon
Measurement: the total ten thousand of meter readings per year.
No division required if the total readings are less than 10,000 a year.
Notes/guidelines:

11
Existing Practices: MIS of the project is utilized for the data and calculation of the indicators of
operational fitness. This MIS developed for the MCJ includes four modules; 1) Complaint
Management, 2) Asset Register/Inventory Management, 3) Billing System, and 4) Lab
Reporting. Following are the details;

Complaint Management

The project has a complaint reporting mechanism managed through Citizens Liaison Cell (CLC).
Complaints are received through telephone, WhatsApp, via text messages and complaints register.
The main record keeping tool used for these complaints includes the CLC reporting dashboard
managed on MS Excel. The operational manual of the project proposes reporting on activities
related to; Water Intake form Khirthar Canal, Pumping Stations, Pumping & Transmission System
Loop, and Water Filtration Plant.

Asset Register/Inventory Management: The inventory management includes, coding and bar
coding of all assets. The asset register/Inventory management is the part of MIS software.

Billing System: The billing systems comprises of 8 sections. These include; indicator on cost
collection, operating cost per connection, line losses, and cost contribution will be calculated by
extracting data on the total bills collected, total revenue generated, the total cost incurred, etc.

Lab Reporting: Lab reporting is one of the modules of MIS. Lab data is collected and entered
on daily basis. This data is visible on MIS dash board and updated on regular basis

12
 D. Resource generation & sustainability

The resources generation KPIs will check the scheme’s self-sufficiency will measure the financial
health aspect of the water distribution scheme by covering aspects of operational costs, line
efficiency, and revenue generation, etc. The following indicators will be covered under operational
fitness;
KPI D.1 Total operating cost per connection per year.

Description: It will cover the operating cost on each connection. The indicator will
cover the expenditures per connection.
Measurement: This indicator will measure the total cost distribution over the total
connections. It will be calculated by the total number of costs divided by
the total connections. The indicator will be presented in the form of
number and percentage of operating cost on each connection provided.
Notes/Guidelines: The indicator will be measured in terms of percentage to calculate the
percentage of operating cost on each connection provided.

KPI D.2 Net revenue per connection per year.

Description: The indicator can be described as the net revenue generated from each
connection after deducting the operating costs (both in terms of positive
and negative results).

Measurement: It will measure the revenue contributed per connection on the annual basis.
The indicator will cover the total revenue from the connections and
subtract the costs incurred on running the facility. The net revenue will
then be divided upon the total number of connections.
Notes/Guidelines: The indicator will be measured in terms of percentage to calculate the
percentage of revenue/tariff on each connection provided.

KPI D.3 Cost recovery per MGD of water supplies across the six zones.

Description of the It will cover the total unaccounted water MGDs. The indicator will
KPI: compare the six zones in terms of total water supplied per connection vs
total revenue generated. This is important to cover the natural resource
management side of the sustainability since the facility is using water as
a natural resource.
Measurement Total MGDs per zone per month divided by total paying connections in
the zone.
Notes/Guidelines:

KPI D.4 Percentage change in the number of paying bills / month.

13
 Description: This indicator will cover the efficiency of bill collection.
Measurement: This indicator will be calculated dividing the total billed received against
total bills generated. It will be expressed in percentage.
Notes/Guidelines: The total bills charges refer to the total billed issued from the water scheme
management offices and the total bills received refers to the bills that are
credited towards the management.

Existing Practices: MIS of the project is utilized for the data and calculation of the indicators of
revenue generation. This MIS consists of 8 modules for the Municipal committee Jacobabad.
The municipal committee billing module will be utilized for resource generation indicators. The
indicator on cost collection, operating cost per connection, line losses, and cost contribution will
be calculated by extracting data on the total bills collected, total revenue generated, the total cost
incurred, etc.

Conclusion

The document overall highlights the overall program background and Key performance indicators
need and development process. Each KPI is discussed in detail and thorough explanation with their
calculation, application, and frequency. These KPI(s) will provide strategic support to the
performance management plan of the Water Supply System, Jacobabad.

14
5. KPI Monitoring and Reporting
Performance Monitoring Framework
KPI Description Measurement Data source Responsibility Frequency Notes
Service Delivery
Water coverage is
Residential
described as the total
connections:
connections provided
Residential water
under the scheme. These
connections: It will be
connections are further
measured by
divided in to three
multiplying total
categories;
water connections
with seven persons
d) Residential
per household  MIS (Dashboard
connection
(average household for number of
KPI A.1: e) Commercial
size) per day. connections)
Number of connection
Commercial  Water usage
total f) Bulk connection
connections: It will baseline survey
connections Wash officer  Monthly
be measured by identifying
provided Where the residential
multiplying average persons
under the connections include the
connections with per type of
scheme household connections,
average daily users connection per
commercial include the
per commercial day.
connections provided to
connection per day.
shops, hotels, SMEs,
Bulk connections: It
etc., and the bulk
will be measured by
connections include
multiplying the
connections provided to
number of
public facilities like
connections with
mosques, schools, etc.
average users per
connection per day.

15
 KPI Description Measurement Data source Responsibility Frequency Notes
It is described as the Compile daily water
KPI A.2 total MGDs of water production data from  Quarterly
Number of supplied from the Water WFP facility and  Quarterly AEN Civil calculation
MGDs of Filtration Plant (WFP) divide it on 90 days discharge data Engineer/Sub of 90 days
water supplied and pumped into the (quarterly basis) to get sheet compiled. Engineer Civil discharge
during a year. water transmission loop the average water data.
on daily basis. production per day.
The city's water
distribution system has
been divided into six
zones keeping in view
the topographic and Compile daily data
domestic features. The from the six Flow
water demand for these Meters. Prepare
zones varies from 1.43 average monthly
MGD to 3.71 MGD. consumption patterns
Flow Meters are per zone and monitor
KPI A.3 Total
installed on the & report changes over
consumption AEN Civil
transmission loop and the time. The  Flow meter
of water per Engineer/Sub  Monthly
the feeding line for each frequency of frequency data.
zone per Engineer Civil
OHR to monitor water measuring this
month.
consumption in each indicator will be
zone. This indicator will monthly based on the
measure the total daily data reports
consumption of water from Flow Meters
provided to each zone on expressed in MGDs
monthly basis. This will per day per zone.
help trace changes in the
consumption patterns,
leakages/line losses, and
seasonal variations, etc.

16
 KPI Description Measurement Data source Responsibility Frequency Notes
The reliability will be
calculated by
collecting the daily
records containing
hours of water supply
per Flow Meter.
These daily datasets
This indicator can be will be compiled on
expressed as the monthly basis to
KPI A.4
functioning time (the identify the average
Functioning
number of hours per number of water
time
days) and the supply hours per day
(hours/day)  Monthly
functioning consistency per Flow Meter. The
and function  Daily data of six averaging
(number of days per monthly data will AEN Electrical
consistency Flow Meters in of daily
month) compiled on provide average Engineer/Sub
(days/month) MGDs. Flow
annual basis. This will number of water Engineer E&M
of the facility.  Meter data
include piped water supply days per Flow

supply continuity by Meter per month.
(functionality
covering the average Daily data of six Flow
of water
water supply hours per Meters in MGDs will
services).
week. help in calculating the
daily hours of water
supply per Flow
Meter per month. It
will also help in
calculating the
average number of
days calculated from
the Flow Meter data.

17
 KPI Description Measurement Data source Responsibility Frequency Notes
Collect and report
data on
bacteriological
Quality (Escherichia
KPI A.5
Coli; Coliform-Group
Percentage of This is water compliance
Bacteria). Regular
samples with percentage of
monitoring of the
passing the samples in the testing
quality of water at
minimum lab passing the minimum  Daily lab test
both the WFP and Chemist/Lab In
quality quality standards. The reports on water Monthly
Flow Meter ends with charge & Staff
standards. quality of water shall quality
samples tested in the
comply with NEQS,
established laboratory
(applicable 2010 drinking water
of the facility. It will
drinking water standards.
be calculated by
standards)
dividing the total
number of pass water
samples on the total
water sample tested.
This will measure the
Electricity outage
KPI A.6 number of interruptions
reports covering total
Number of in water supply over 12  Records from
number of hours of
operational weeks5 time. The CLC complaints Civil Engineers
electricity outage.
interruptions interruptions covered register, and E&M Quarterly
Total number of
in the water here will not include electricity supply Engineers
interruption
supply per external factors – such reports.
complaints received
year. as electricity load
across the six zones.
shading by grids.
User Satisfaction
KPI B.1 The user satisfaction is Satisfaction will be  Collect data from Wash Officer Bi-annual

5
12 weeks cycle is recommended to avoid confusion around weeks per month and quarter
18
 KPI Description Measurement Data source Responsibility Frequency Notes
Percentage of referred to users’ measured from the users on six & team
connections acceptability and level of targeted population of monthly bases.
(users) express happiness with the the area to assess user 
satisfaction facility. The satisfaction satisfaction. It will
with the will cover users’ measure the
facility. feedback on service satisfaction level of
delivery including, but the served population
not limited to; water with the water
reliability, water quality, services using
and water consistency. feedback scorecard.
The customized tool
will be used to collect
users’ feedback.
It will be calculated
KPI B.2 This indicator will cover by totaling the  Logbook of water
Percentage of responsiveness on the resolved complaints distribution
Citizen liaison
complaints complaints by assessing and divided these by management
cell /complaint Quarterly
resolves the overall percentage of the total number of where complaints
center
through complaints resolved. complaints registered are recorded and
citizen liaison. under CLC in a registered.
month.
Operational Fitness
It will be calculated In case
KPI C.1
by dividing the repairs electricity
Percentage of This will cover the
with OK status by the failure or fault
completed repair efficiency of the
total repairs Civil Engineers in machinery
repair works facility evaluating the  CLC data.
performed. It will be and E&M Quarterly E&M staff
against the total repair works
expressed as a  MIS Engineers will report. In
total repair conducted over a period
percentage per month. case of
requests per of time.
Data will be collected damage or
year.
from water leakage/any

19
 KPI Description Measurement Data source Responsibility Frequency Notes
distribution & repair other fault in
sources (water distribution
management staff, network Civil
complaint logs). The Engineers will
logbook of water report
distribution
management where
complaints are
recorded and
registered.
It will be calculated
by the total hours
spent on repairs work
divided by the total
KPI C.2 Mean It will cover the average
repairs. The frequency
time to time spent on each repair  Service logs Civil Engineers
of the indicator will
address a in the facility. This will  Spare parts data and E&M Quarterly
be on monthly basis.
repair request identify average hours
For CLC data there is  CLC Engineers
per year. per repair.
high potential of
triangulation findings
with the complaints
data
This indicator will
KPI C.3
It will cover the level of measure the number
Percentage of
coordination among the of requests referred to
service
municipal and public the concerned  CLC WASH Officer
coordination/
service departments to departments (i.e.,  Correspondence / Revenue Quarterly
referrals to
other public
ensure the water supply PTCL, SUI GAS,  Meeting minutes officer
services continue etc.). The indicator
service
smoothly. will divide such
departments
referrals on the total

20
 KPI Description Measurement Data source Responsibility Frequency Notes
repair requests to get
the percentage. For
example, the third-
party referrals will be
divided by the total
complaints in the
CLC.
Compile the list of At this time
KPI C.4 staff members with WGCB is
Percentage of This refers to percentage training title, details working on
WGCB
trained human of staff (F/M) trained in along with the month  Staff profiles these criteria.
Technical & Annual
resources their relevant job and year of training.  Training records No any
Social team
running the descriptions. Trained staff will be mechanism
facility. divided by the total available at
staff x 100. MC
List down all
KPI C.5
This refers to the sex employees/paid labour
Percentage of MCJ Or on need
disaggregated data of the working in the project  Staff profiles Annual
workforce by administration basis
workforce. by adding their sex
gender
data.
Resource generation & sustainability
This indicator will
measure the total cost
It will cover the distribution over the
KPI D.1 Total operating cost on each total connections. It
 Budget Finance team,
operating cost connection. The will be calculated by
document Wash Officer Bi-annual
per connection indicator will cover the the total number of
expenditures per costs divided by the  MIS (billing) & Engineers
per year.
connection. total connections. The
indicator will be
presented in the form

21
 KPI Description Measurement Data source Responsibility Frequency Notes
of number and
percentage of
operating cost on each
connection provided.
It will measure the
revenue contributed
per connection on the
The indicator can be
annual basis. The
described as the net
indicator will cover
revenue generated from
KPI D.2 Net the total revenue from
each connection after  Budget Finance team,
revenue per the connections and
deducting the operating document Wash Officer Annual
connection per subtract the costs
costs (both in terms of
incurred on running  MIS (billing) & Engineers
year.
positive and negative
the facility. The net
results).
revenue will then be
divided upon the total
number of
connections.
It will cover the total
unaccounted water
MGDs. The indicator
will compare the six
KPI D.3 Cost zones in terms of total Total MGDs per zone
recovery per water supplied per per month divided by AEN
 MIS (billing)
MGD of water connection vs total total paying Engineer/Sub Monthly
 Flow Meter data
supplies across revenue generated. This connections in the Engineer Civil
the six zones. is important to cover the zone.
natural resource
management side of the
sustainability since the
facility is using water as

22
 KPI Description Measurement Data source Responsibility Frequency Notes
a natural resource.

This indicator will be

KPI D.4
calculated dividing
Percentage
This indicator will cover the total billed
change in the Wash/Revenue
the efficiency of bill received against total  MIS (billing) Monthly
number of officer
collection. bills generated. It will
paying bills /
be expressed in
month.
percentage.

23
 A. Traffic light-based milestone reporting of KPIs

Key Milestones against Lead Responsibility Target Deadline Status Comments/Progress

each KPI ●■▲
KPI A.2: XXXX

KPI A.2: XXXX

KPI A.2: XXXX

●= On track
■= Minor delay
▲ = Major delay

24
6. References

1. USAID. (2019). Wash indicator reference sheet. Retrieved from

https://www.globalwaters.org/resources/assets/wash-indicator-reference-sheets
2. Tunio, H. (2016, March 21). A look at Jacobabad’s water purification schemes since 1847.
Retrieved from https://tribune.com.pk/story/1070156/a-look-at-jacobabads-water-purification-
schemes-since-1847
3. Dawn.com. (2012, May 22). Remembering General John Jacob – an able administrator and a
master planner. Retrieved July 13, 2020, from
https://www.dawn.com/news/720466/remembering-general-john-jacob-an-able-administrator-
and-a-master-planne
4. THE 17 GOALS | Department of Economic and Social Affairs. (n.d.). Retrieved August 25,
2020, from https://sdgs.un.org/goals
5. Billig, P., Bendahmane, D., &Swindale, A. (n.d.). Water and Sanitation Indicators
Measurement Guide (Guide)
6. Franceys, F, J. Pickford, and R. Reed. 1992. A Guide to the Development of On-Site
Sanitation. Geneva: World Health Organization.
7. Gleick, P. 1996. Basic water requirements for human activities: meeting basic needs. Water
International 21:83-92.

25
Annex 1: List of documents reviewed for background information

Annex 2: list of key informants and roles for people interviewed for background
information
Sr.# Name Designation Organization
1 Mr. Waheed Abro Senior Program Manager HANDS
2 Mr. Asoodo Mal Water Supply Expert Techno consultant International
3 Mr. Iqbal Naich District Program Manager HANDS
4 Mr. Sagar Pahuja Wash and Revenue Officer Municipal Committee Jacobabad
5 Syed Qaiser Ali Operation and Maintenance Techno consultant International
6 Mr. Waqar Kalawer Assistant Director MSDP

26