Operations & Maintenance

The Company runs world-class Operations and Maintenance (O&M) processes to ensure maximum uptime of the WHCs and adherence to the laid down Standard Operating Procedures (SOPs). This ensures production of safe water which meets the required quality norms. The critical elements of WaterHealth’s O&M process are summarized below:

I. Water Quality Monitoring and Control: WaterHealth’s purification process coupled with benchmark and standardized maintenance procedures and quality managing protocol ensures consistent production of high quality drinking water conformant to WHO standards. It is the only player in the Community Water Systems (CWS) industry which complies with the stringent drinking water quality standards of India laid down under IS 10500. The Company follows a water quality monitoring plan which is consistent with the recommendations of drinking water quality monitoring protocol issued by the Ministry of Drinking Water and Sanitation. The Company uses its in-house as well as external certified laboratories [by National Accreditation Board for Testing and Calibration Laboratories (NABL)] to monitor and control quality of drinking water produced in the WHCs. Water quality test reports are displayed prominently in the WHCs for the perusal of the communities. In case a WHC is found to be non-compliant in any parameter, the necessary remedial measures are taken to address the deficiency. The WHC is shut down till the issue is resolved.

II. WHC audit process: WaterHealth also follows a structured audit process to check adherence to standardized operating procedures (SOPs) in WHCs. The Quality Executives (QEs) run the following audit processes in the WHCs.

III. Revenue assurance (RA):A nominal user fee is collected for providing clean and safe drinking to the community. The cash collected at each WHC poses significant risk for the decentralized operating model (like that of WHIN). The Company therefore follows a structured revenue assurance (RA) process to mitigate this risk; this process is controlled by the QEs who undertake RA audit of each WHC every month. The core objective of the RA process is to minimize Non-Revenue Earning Water (NREW) in WHCs and maximize cash collection (against the reported revenue). The RA policy lays down the reporting elements comprehensively.

IV. Greater Access to Safe Water: During the initial years of its operation, WHIN provided safe water Over the Counter (OTC) to ‘walk-in’ consumers at a WHC. Subsequently (in order to serve the needs of the coverage population and other habitations) the Company commenced delivery of safe water through Delivery Service Providers (DSPs) and dr. water Points (dwPs). This initiative not only provided convenience to the consumers but also generated livelihood for the local entrepreneurs.