Points of concern as observed by TCIL during the site visit. TCIL visited along with MCGM representatives (Sh.

Sandeep Holkar & Ms. Shital Dhole) the following ward. Sh. A S tawadia, Dy. HE accompanied during the visit to R-North, Dahisar. G-South, Worli 7th Feb 2013 N-East, Ghatkopar 8th Feb 2013 M-East, Chembur 12th Feb 2013 R-North, Dahisar 13th Feb 2013 The following are the first hand information on difficulties faced by the wards in general on Billing and Customer Services. New Connection New water connections are provided in 30-45 days from the date of applications if entire documents as required are submitted. The department involved in the process of providing new connections are- Water Works, Billing and Meter testing Labs. Disconnection The water connections are disconnected very next day of the due date. Bills are generated even after disconnection. Payment of Bills Only Cheque and DD are accepted at the CFC counters only. Manpower deployed and time period allocated for receiving of bill payments are not sufficient. Part payment not accepted. Bill Delivery Bills are printed by GPO and it is the responsibility of the post office to deliver bill on time. Bills are not delivered by post office. Bills bundled were even found in gutter. Meter Reading MI collects the meter reading. MS also revisit the entire reading noted by MI in MR book. If MI is on leave, the meters reading for the meters which fall under his jurisdiction are not taken. Instead average method is adopted for billing purpose. Wards complaint that there is manpower shortage in Metering and billing section. However it was found that manpowers are sufficient but not appropriately trained. The same was accepted by AE of the ward. (R-North & M-East) Meter readings for the following meters are averaged: Burried Meter / No Meter / Dial Dirty / Faulty Meter / Meter not accessible / Reverse Meter. AMR Meter readings are taken manually. In case the meter reading is lower than the previous cycle, actual meter reading is not taken. Instead average of the previous cycles reading is taken. In case the meter reading is higher its reading is taken as per the actual.

The team also visited the following. Malabar Hill Reservoir 6th Feb 2013 SCADA Control Centre, Bhandup 8th Feb 2013 & 11th Feb 2013 Data Centre, Worli 21st Feb 2013

The following was informed by the officer. SCADA Control Centre Flow meters are very old and not sufficient to have the complete accountability of flow of water. Staffs do not rely on the reading of the flow meter and level transmitter. The sensors fitted over the old flow meters are proprietary & hence we cannot replace them despite problem reported in sensors. Alarm is not connected to RTU because when the water at inlet of reservoirs is stopped, flow meter shows zero & continuously sends alarm to SCADA via VSAT which eats BW. Spares are the responsibility of MCGM. This induces extra delays in fault rectifications.

Data Centre Occasionally there is connectivity problem in connecting to the billing server at ward end. Usage of Billing AQUA is minimal. There is no Recovery Centre for the Data Centre. It is leant that an agency (PWC) is being finalised for the study of Recovery Data Centre. Preventive maintenance is not being carried out periodically. Backup is taken daily only for the entire database. OS backup is not included in the backup.