Jamshedpur Utilities & Services Company Ltd


JUSCO, urban infrastructure service provider <h1>JUSCO, India’s 1st Comprehensive Urban Infrastructure Services Company</h1>
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Salient Features:

  • Six year Performance Based Management Contract
  • Tripartite Agreement between Mysore City Corporation (MCC), Karnataka Urban Water Supply & Drainage Board (KUWS & DB) and JUSCO
  • Agreement signed on 28/11/2008 (Effective Date-ED)
  • Mobilization Period two months from ED
  • Preparatory Commencement Date (PCD): 28/01/2009
  • Three Phases & Corresponding Activities:
    • Preparatory Phase: 1 year from PCD
      • Existing Water Infrastructure & Service Study and Documentation
      • Preparation & Submission of Operation & Maintenance (O & M) Plan
      • Assume Management Responsibility of existing water supply for day-to-day management with existing service conditions
      • Regular O & M activities like repair & maintenance of distribution network, customer complaint management, billing & collection etc
      • Topographical and door-to-door customer survey for mapping the network and water infrastructure details & for compilation of customer database
      • Development of plan for Integrated Management Information System (IMIS)
      • Hydraulic network modeling & design as part of preparation of a Draft Investment Plan (DIP) for rehabilitating the intermittent Supply network to Continuous Water Supply
    • Rehabilitation Phase: 3 years
      • Operation, maintain and improvement of the Facilities and provision of water services in the Distribution Operating Zone
      • Implementation of Final Investment Plan involving procurement, construction (new network, valves, meters, customer connections, creation of DMA etc), commissioning, complete; 
      • Implementing Integrated Management Information System (IMIS) incorporating Customer Complaint Management, Billing & Collection Process and Network Management Modules
      • Monitoring and reporting progress and costs on a regular basis to the Employer
    • Management Phase: 2 years
      • Operation, maintenance and improvement of services to achieve the respective Performance Targets as laid down. 

Some Significant Aspects of the Contract:

  • Existing manpower of MCC working in water supply distribution deputed to work with JUSCO team; A Joint Operation Team has been formed
  • Joint Operation Team handles billing & collection. The revenue collected from customers is deposited into MCC account very next working day
  • Joint Operation Team is in charge of distribution in city starting from outlet of Master Balancing Reservoirs (MBRs)

Information, Education & Communication (IEC)

The key themes associated with Mysore project viz. Pressurized Continuous Water Supply and Performance Based Contracting are new & complex concepts in municipal infrastructure field. Unless there is comprehensive dissemination of information, citizens tend to be skeptical about the intentions of the municipal administration. In the absence of clear information to citizens, there is a risk of citizens forming wrong perceptions. The project when implemented, will impact the socio cultural behavior apart from marginally impacting their economic lives by way of change in rates of water usage. The initial reaction to any improvement initiative will be one of serious apprehension about perceived steep hike in user fees. Vested interest groups tend to exploit the situation to derail the whole project.

In order to support MCC, JUSCO has engaged the services of a specialized agency for conducting a structured IEC. JUSCO has also provided content & input in the preparation of F. A. Qs. Another agency has also been engaged for stake holder engagement and media management. Further, in order to manage grassroots level communication prior to commencement of execution, an NGO is commissioned to explain the finer aspects & full details of items impacting the customers. This agency will organize small group meetings with help from other local NGOs and citizen groups in the wards prior to commencement of work. Useful information is also provided to customers through distribution of hand bills.

  • Performance Targets cover the following water supply parameters:
    • Number of connections with 24x7
    • Revenue Improvement
    • Revenue Water in 24x7  area
    • Resolution of Complaints in service in 24x7 area
    • Resolution of Complaints in entire zone
    • Leakage levels in 24x7 area
    • Quality compliance in 24x7 area
    • Pressure compliance in 24x7 area 

Other Initiatives:

  • Skill Gap Analysis & Training of Deputed Staff
  • Safe Working Procedures & Constitution of Safety Committee
  • Total Productive Maintenance on pilot basis & planning for further rollout
  • Daily Report of key O & M parameters
  • Efforts to improve Customer Complaint Handling Process with existing infrastructure by introducing collection & response process
  • Regular Meetings of O & M Joint Operation Team
  • Periodical meeting with corporators zone wise, each zone covering multiple wards


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