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Oloolaiser Water and Sewerage Company
KIOSK MANAGMENT SYSTEM
Responsibilities and Procedures
REGIONAL MANAGER
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Table of Contents
1 Reporting ............................................................................................................. 2
2 Daily Management of the Kiosks (Regional Office Level) .................................... 2
3 Maintenance and Repair (Local Office Level) ...................................................... 3
4 Financial Management (Regional Office Level) ................................................... 5
5 The Social Welfare Assistance Scheme (SWAS) ................................................ 6
6 Emergencies ....................................................................................................... 6
7 Conflicts............................................................................................................... 7
List of Abbreviations ................................................................................................... 7
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Toolkit for Urban Water Supply Projects
Module 4
Main Duties of the Regional Manager
2
Tasks and Responsibilities of the Regional Manager
1
Reporting
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The Regional Manager reports to the Commercial Manager.
The Regional Manager informs the Community Relations Officers on the
performance of the kiosks and the problems faced.
The Regional Manager writes a short quarterly report (which can be a section
in the quarterly report he or she has to prepare for the Commercial Manager)
on the performance of the kiosk schemes (including a section on kiosk
cleanliness and hygiene). The report is prepared for the Commercial Manager.
If necessary, the Commercial Manager receives verbal or written information
on the kiosk schemes.
The Kiosk Supervisor/CSA/Customer Services Assistant1 reports to the
Regional Manager (the Kiosk Supervisor/CSA who is based at the Company
head quarters directly reports to the Commercial Manager). The Kiosk
Supervisor/CSA fills in monthly monitoring sheets concerning the kiosks and
their performance. The sheet is given to the Regional Manager.
The Kiosk Supervisor/CSA provides the Regional Manager with all the
necessary (written or verbal) information on the kiosk schemes.
Daily Management of the Kiosks (Regional Office Level)
The Regional Manager is responsible for the kiosk schemes found in the Region.
Responsibilities:
 The Regional Manager is the link between the Regional Office of the Company
and the Local Authority.
 Communication: the Regional Manager and is the link between the Kiosk
Operators on the one hand and the Head Office on the other.
 Informing the Commercial Manager on the kiosk system and its performance.
 Monitoring the kiosk schemes in the Region.
 Monitoring the performance of the Kiosk Supervisor/CSA(s).
 Seeing to it that customer and Kiosk Operator complaints are being addressed
in an efficient and satisfactory manner. Making sure that customers are
satisfied with the service of the Company, of the Kiosk Operator and with the
product (treated water).
 Assuring that Kiosk Operators and customers are informed about the
measures, programmes and procedures the Company intends to introduce.
 Organising (or assisting in the organisation of) Kiosk Operator training
workshops.
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Whereas a Kiosk Supervisor/CSA focuses upon the operation of the water kiosks and the
monitoring of the Kiosk Operators, the Customer Services Assistant (CSA) has additional
customer care-related tasks (see also Module 4, Section 10).
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Toolkit for Urban Water Supply Projects
Module 4
Main Duties of the Regional Manager
3
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Terminating the contract of poorly performing Kiosk Operators. If the Kiosk
Operator does not work in accordance with his or her contract, rules and
guidelines, the Company has the right to terminate the contract. Terminating
the contract with a Kiosk Operator is the responsibility and decision of the
Regional Manager.
 Replacing poorly performing Kiosk Operators.
Tools used:
 The “Checklist for kiosks and Water Kiosk Operators”.
 The “Contract for Water Kiosk Operators”.
 The ”Rules and Guidelines for Water Kiosk Operators”.
 The “Training programme for kiosk Water Kiosk Operators”.
Procedures:
 The Regional Manager visits each kiosk at least 4 times a year (at least one
visit every 3 months).
 The Regional Manager organises a meeting or a workshop with the Kiosk
Operators once a year. The purpose of the meeting is to discuss problems and
to communicate information.
 The Regional Manager reports to the Commercial Manager.
Measures:
 The Kiosk Supervisor/CSA is instructed to improve his performance.
 The Kiosk Supervisor/CSA is instructed to give specific instructions to the
Kiosk Operator.
 The Regional Manager terminates contracts with non-performing Kiosk
Operators.
 The Kiosk Supervisor/CSA is instructed to replace the Kiosk Operator
(Terminate the Contract and recruit and train a new Kiosk Operator).
 The Commercial Manager is informed about the performance of the kiosk
schemes.
 If the need arises the Regional Manager can decide to organise, together with
the Chief, a meeting with the Kiosk Operators and the community.
Remarks:
 The training of a group of Water Kiosk Operators is organised and
implemented by the Commercial Manager.
 Training on-the-job of individual Kiosk Operators is provided by the Kiosk
Supervisor/CSA.
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Maintenance and Repair (Local Office Level)
Responsibilities:
 Assuring that water quality meets standards that supply is regular and
pressure sufficient.
 Monitoring the technical state of the kiosks and assuring optimal internal
communication aimed at making maintenance and repair efficient and fast.
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Toolkit for Urban Water Supply Projects
Module 4
Main Duties of the Regional Manager
4
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Assuring that the local Rapid Response System operates (at the end of the
Kiosk Operator and at the end of the Company) and that all necessary
maintenance and repair works are carried out on time.
Assuring that all Kiosk Operators and clients are informed about planned
maintenance and repair works or other interventions by the Company.
Informing the Head Office on the technical state of the kiosks, the network,
water pressure, water quality, etc.
Discussing, whenever necessary, matters concerning kiosk maintenance and
repair and vandalism in particular with residents, Kiosk Operators, CBOs and
the local authorities (the Local Authority and the police authorities).
Tools used:
 The “Checklist for Kiosks and Water Kiosk Operators”.
 The “Contract for Water Kiosk Operators”.
 The”Rules and Guidelines for Water Kiosk Operators”.
 The “Training Programme for Kiosk Water Kiosk Operators”.
Procedures:
 The Regional Manager has to respond to serious damage (i.e. all damage
jeopardising or rendering impossible the proper functioning of the kiosk), loss
of water quality, or loss of pressure or prolonged interruptions in supply within
2 hours after the problem has been reported. Responding means carrying out
the necessary repair and maintenance work and not merely the recording of
the problem. All repair work has to be completed within 24 hours after
reporting.
 All maintenance and repair work has to be recorded in the “Maintenance and
Repair Book” (Records).
 The Regional Manager reports important technical problems concerning the
kiosks to the Head Office (the Commercial Manager).
 In case of vandalism: The Regional Manager can report serious acts of
vandalism to the police authorities and can decide to inform the Chief.
Measures:
 The Kiosk Supervisor/CSA is instructed to improve his performance.
 The Kiosk Supervisor/CSA is instructed to give specific instructions to the
Kiosk Operator.
 The Kiosk Supervisor/CSA is instructed to inform the Chief.
 The Kiosk Supervisor/CSA is instructed sensitise the Kiosk Operators and the
community.
 The decision is made to, temporarily, close the kiosk.
 The Commercial Manager is informed about the technical performance and/or
problems of the kiosk system.
 The Kiosk Supervisor/CSA is responsible for (organising) maintenance and
repair work on the kiosks.
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Toolkit for Urban Water Supply Projects
Module 4
Main Duties of the Regional Manager
5
External partners:
 The local police authorities.
 The Chief.
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Financial Management (Regional Office Level)
Responsibilities, Tools and Procedures
Responsibilities:
 Monitoring the kiosks and the Kiosk Operators and seeing to it that the Kiosk
Operators respect the conditions specified in their contract as well as the rules
and guidelines described in the appendix to their contract.
 Making sure that the meter readings are carried out on time.
 Making sure that Kiosk Operators can deposit cash, are issued with receipts.
 Seeing to it that Kiosk Operators are issued with a monthly Water Bill.
 Preventing the Kiosk Operator from creating arrears and assuring that
collection efficiency is high (between 95 and 100%).
 Taking the decision to issue the Kiosk Operator with a Warning Letter or a
Termination of Contract Letter.
 Taking the decision to temporarily suspend a Kiosk Operator.
 Taking the decision to terminate the Contract with a poorly performing Kiosk
Operator.
 Assuring that a new Kiosk Operator does not suffer any consequences from
irregularities created by the previous Kiosk Operator.
Who does what?:
 Meter readings are the responsibility of the Kiosk Supervisor/CSA.
 The meter readings (the filled in Meter reading recording sheets) have to be
handed over to the Billing Section of the Company.
 The Cashier at the Pay Point is responsible for collecting the amount of cash
the Kiosk Operator wishes to deposit and for issuing a receipt.
 The Billing Section of the Company is responsible for the preparation and
issuing of the “Water Bill”.
 The Kiosk Supervisor/CSA and Revenue Supervisor/CSA should also warn
the Kiosk Operator about the sanctions that will be implemented in case of
unacceptable arrears.
Tools used:
 The “Checklist for kiosks and Water Kiosk Operators”.
 The “Contract for Water Kiosk Operators”.
 The ”Rules and Guidelines for Water Kiosk Operators”.
 Receipts and signatures in the “Petty Cash Book” (if applicable).
 The “Water Bill”.
 The “Meter Reading Recording sheet”.
 The sheets and graphs (in Ms-Excel) used to monitor the kiosk system.
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Toolkit for Urban Water Supply Projects
Module 4
Main Duties of the Regional Manager
6
Procedures:
 All procedures at Branch Office level concerning the financial management of
the kiosk system is presented in the “Kiosk System Quick Reference Guide”.
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The Social Welfare Assistance Scheme (SWAS)
Responsibility:
 The Regional Manager is responsible for the Social Welfare Assistance
Scheme.
Tool used:
 The “Social Welfare Assistance Scheme” (SWAS) document.
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Emergencies
Responsibilities:
In the event of an outbreak or an expected outbreak of a water-related disease such
as cholera, the Regional Manager is responsible for:
 Establishing effective relations with other relevant organisations and
institutions (Ministry of Health, Public Health Officer, Community Health
Extension Workers, the Local Authority, the Red Cross, etc.).
 Coordination of activities within the Company.
 Informing the Regional Manager and (in case of serious outbreaks) the
Managing Director and the Commercial Manager of the Company.
 Seeking the assistance from the Commercial Manager in case the community
has to be informed on the implementation and objective of emergency
measures.
If an outbreak or the expected outbreak results in the formation of a special
committee or taskforce, the Regional Manager and the Kiosk Supervisor/CSA will
represent the Company. The Regional Manager has to instruct the Kiosk
Supervisor/CSA to:
 Inform the Kiosk Operators on any special measures taken and on their
specific tasks and responsibilities.
 Assure that measures are being implemented.
 To explain emergency measures and to answer questions from customers and
other residents.
External partners:
 The Chief.
 The Community Health Extension Workers (CHEW).
 The Public Health Officer (PHO).
 The Ministry of Health.
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Toolkit for Urban Water Supply Projects
Module 4
Main Duties of the Regional Manager
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The Community.
The Municipality.
Conflicts
Responsibilities:
 In case of serious conflicts, unrests and riots, or if the functioning of the kiosk
scheme is jeopardised by political tensions or conflicts, the Kiosk
Supervisor/CSA has to inform, as quickly as possible, the Regional Manager.
 The Regional Manager has to inform the Community Relations Officer and, if
deemed necessary, the Managing Director.
 The Regional Manager may seek the assistance of the Commercial Manager.
 The Regional Manager should decide if it necessary to seek the assistance of
the Chief, the Local Authority and/or the police.
List of Abbreviations
CBO:
Community-based organisation
CHEW:
Community Health Extension Worker
CSA:
Customer Services Assistant
PHO:
Public Health Officer
SWAS:
Social Welfare Assistance Scheme
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__________________________________________________________________________________________
Toolkit for Urban Water Supply Projects
Module 4
Main Duties of the Regional Manager