EFFECTIVE METER READING AND BILL COLLECTION
Sana’a LC adopted a revenue collection method where customers can pay their water bill fully or partly in cash to water meter readers. To improve customer’s confidence with this new approach and minimise data registration and transfer errors, the utility started using hand-held devices in 2017. These devices include a printer that issues the payment receipt immediately. Adopting this effective practice, Sana’a LC increased its revenues, reduced meter reading errors, enhanced customer confidence, and improved the efficiency of the overall billing and collection process.
Description of the Problem
Sana’a LC had a low level of revenues which did not allow it to meet the increasing cost of higher fuel prices and increasing maintenance cost. The utility tried to solve this by accepting partial payment of debts and water bills at their offices or in banks and post offices. The utility then introduced an approach where customers could pay their water bill (in full or in part) to the meter readers receiving a handwritten receipt. However, a part of the customers were reluctant to pay as they did not trust the hand written receipts. Furthermore the approach was prone to mistakes in data registration and transfer errors, hence a more reliable approach was needed that would gain the trust of customers.
Description of the Practice
Sana’a LC with support from GIZ developed a reliable approach for customers to pay in cash to their water meter readers. The meter readers use a handheld personal digital assistant (PDA) device for meter reading and billing. The PDA consists of a small device connected to the central data base and collection system of the utility. The device comes with a very small handheld printer that can print the bill and payment receipt immediately when the meter is read (Figure 2). The customer receives an SMS and also a printed receipt as soon as the bill is paid (Figure 3). If anything goes wrong, the reading can be adjusted centrally and a new correct invoice can be generated
Figure 2 Handheld personal digital assistant system including handheld printer
The new approach started in 2017 and included the purchase of 30 PDAs, the development of the field collection system program (linked to the central collection system), and training field staff in the use of the PDAs.
Figure 3 meter reading and issuing the water bill
Impact and sustainability of the good practice
This system greatly improved revenue collection and enhanced the trust of customers in the utility staff and services. This positively affected the performance of Sana’a LC by making more resources available to cover O&M costs and salary payments. The approach also made the work of the meter reader more efficient by combining meter reading and collection of revenues. Furthermore, the use of the PDAs enhanced the accuracy of meter readings and reduced significantly data registration and transfer errors. The number of collected bills increased from 9300 in the second quarter of 2017
to 14736 in the third quarter, immediately after the adoption of the PDAs approach. This improvement further increased in subsequent years, from 54,757 bills in 2018 to 82,410 in 2019. The efficiency of the use of PDAs and the relatively low cost contributes to the sustainability of the approach. It should be noted however that a part of the customers still prefers to pay at utility offices or other locations, which remains an available option as well.
Required resources
The resources required for this practice include the connection via LAN local network to transfer data, computer program, maintenance of equipment, and computer staff. The cost of the PDA equipment, printer and network amounted to $60,000. The data base and the network were prepared by staff from Sana’a LC who also regularly maintain and upgrade the program. Another 50 PDAs with associated printers are in the process of being purchased and are expected to be operational in 2021. The system has been operating for almost three years now and did not have any problems because of the availability of qualified IT staff at Sana’a LC.
