THESIS ABSTRACT

Abstract

The basic level water supply coverage of Nepal is 98.32% (2019) and among the water supply projects providing service to the people only 28.13% of the projects are fully functional, 38.32% needs minor repair, 10% need major repair. The reason behind this state of higher percentage of non-functionality and weak performance of water supply system projects is a matter of study. Thus, the main aim of this study is to access the overall performance; quality of service, operational performance, financial performance along with Users satisfaction of Dhangada Water Supply System. Additional functionality index and physical structure index was also calculated to know the functionality status of Dhangada water supply system. Field observation, focus group discussion, questionnaire survey and water quality test were the major tools used in this study. The key performance of water users were identified by dividing the indicators in to three areas quality of service operational performance and financial performance. For quality-of-service water quality, water quantity and water affordability were adopted. For operational performance metering ratio, staff productivity, energy consumption and non-revenue water were adopted. For financial performance cost recovery ratio, revenue collection ratio, maintenance cost as a proportion of operation cost were adopted. Moreover, functionality index, physical structure index and users’ satisfaction were assessed to get additional information regarding the current functional state of water supply system. From data analysis, results regarding water quality showed that the quality was in accordance with National Drinking Water Quality Standards (NDWQS) 2022. The water affordability of Dhangada water supply of current fiscal year was 0.94% which states that efficient affordability. The connections are 100% metered which indicates proper water accounting. Dhangada water supply system has no problem of overstaffing. The energy consumption is 0.39 Kwh/m3 this indicates that the energy consumed by equipment was less and performance level of equipment was good. The NRW was 16.3% this showed water supply System was performing efficient and well operated system. The CRR value was greater than 1 This showed that CRR of the water supply system was sufficient to cover the operational expenses. The ratio of maintenance cost vs operating costs (%) showed that maintenance budgeting was low. ` viii The revenue collection ratio was 95% of current fiscal year this shows RCR was sufficient to increase the profit. The average (RII) of ward 9, ward 11 &ward 12 for water quality, quantity, gravity flow and household tap pressure, quick and timely response by the staff and management and tariff rate was 0.74, 0.66, 0.58, 0.45, and 0.71 respectively. Regarding, the functionality index of the system was 90 % it indicates that the project was partial functional with respect to tariff collection, O & M Fund was less and the other indicators were functioning well. Finally, as the source of water was only boring, a study on availability of alternative source of water and its quality should be conducted for sustainable water supply. To make the system financially strong, and also to increase the operation cost review of tariff rate should be done. From FGD it was found that the tariff rate was same since twelve years. There was still 16.3% non- revenue water so different measures for reducing NRW should be implemented. For the grievance’s response on time, Bharatpur Water Supply Management Board should manage all the staff efficiently, training should be given to staff on time to time, rewarding the best staff etc

Keywords

Quality of Service, Operational Performance, Financial Performance, Physical Structure Index, Functionality Index, Users’ Satisfaction, Relative Importance Index (RII)