Mohd Zainal Zakaria, IWK

5/12/2016
SNAPSHOT OF IWK AS AT MARCH 2016
Evolution of Ownership
1993-1995,
Consortium
Services Dimension
1995-2000,
Privately
Held
Kuala Lumpur Convention Center 9 – 12 May 2016
2000-Present,
Owned by MoF,
Inc
87 LAs in 10 states and 3 federal
territories
23.1 million connected population
equivalent nationwide
3,617,071 billed customers
Asset Dimension
Manpower and Resources
6,440 sewage treatment plants
Mohd Zainal Zakaria
General Manager
Operation & Maintenance Department
Indah Water Konsortium Sdn Bhd
17,991 km sewer lines

above 1500mm
1000mm - 1500mm
15000000
750mm -1000mm
10000000
500mm-750mm
5000000
Public system – on public property and being used to
convey sewage from more than one users (public,
community)
300mm-500mm
<300mm
0
<1995
Private system – on private property; single or
multiple users; or on public road but for single user.
1996-2005
2006-2015
Years
SEWER NETWORK COMPONENTS



Gravity Flow
Force Main
No
Sewer Pipes and Connections
Manholes
Pump Station
1
2
3
4
TYPICAL SEWER PIPES MATERIAL

1 training center
20000000
Non Combined Sewer System - dedicated for
sewerage only
SEWAGE CONVEYENCE SYSTEM


607 vehicles
IWK SEWER NETWORK SERVICES
TYPE OF SEWER SYSTEM


1 Research centre
© 2016 Indah Water Konsortium Sdn Bhd
SEWER SYSTEM

4 labs
73 reporting centres
1
SEWER SYSTEMS IN MALAYSIA

21 unit offices
1.27 million individual septic tanks
9 May 2016
KUALA LUMPUR

3,359 employees
1,037 network pump stations
Sewerage Pipe Type
Corrective Maintenance
Length (km)
• Sewer Blockage Clearance • Manhole Re-Construct
• Sewer Repair (Spot repair) • Patching
• Manhole cover replacement
Gravity
17,817.78
Force main
115.42
Vacuum
54.56
Inverted Syphon
3.24
*Within IWK operational area
What we
Do?
Pump Station
Vitrified Clay Pipe (VCP) & HDPE - for gravity sewer
Reinforced Concrete pipe - for gravity sewer larger
than 700mm diameter
Ductile Iron - high load application such as pressure
sewer, in pumping stations.
GRP pipe – typically used for vacuum sewer
Preventive Maintenance
• Inspection of manhole and sewer
• Sewer cleaning and flushing
•CCTV inspection
Pipes and Connections
Refurbishment
© 2016 Indah Water Konsortium Sdn Bhd
• Sewer Rehabilitation • Manhole Rehabilitation
• Sewer Protection
• Sewer Upgrading
• Sewer Replacement • Sewer Modification
© 2016 Indah Water Konsortium Sdn Bhd
HANDLING OF NETWORK OPERATIONAL ENQUIRIES
ISSUES & CHALLENGES
OVERALL OPERATIONAL COMPLAINTS
Service Walk-in Letter
Line
Fax
General Stakeholders
Line
E-mail
& SMS
Noise Sewer collapse
Odor 69 (1%)
290 (3%)
67 (1%)
STP overflow
Others
55 (1%)
191 (2%)
Sewer Overflow
Forward Complaint to
Exec/Supervisor for onsite investigations
LOS 12 Hrs
LOS 24 Hrs




Public Blockage
Sewer Collapse
Sewer Overflow
Private Sewer Damage
Pump Fail
1,242 (15%)
Execute
Work Order
90.00%
Update Works
Orders & SAP
Respective HOS
80.00%
Authorize SAP
Work Order
70.00%
CSR
LOS 72 Hrs
CCTV Inspection Request (Private if
service available
© 2016 Indah Water Konsortium Sdn Bhd
Update
Database
Review LOS
Call Back
Customer
Follow Call
Back Procedure
Prepare Summary
Of Unresolved &
Temp. Resolved
* 2016 Cumulative enquiries as of Mar = 8,406
Update
Unit Manager
(where appropriate)
Unit Manager
Draft Reply
(if required)
96.43%96.31%
10.33
7.04
96.06% 95.80%
10.74
7.11
94.83% 94.61%
96.12%
95.97%
95.46% 95.30%
95.16%
94.15%
12
10.12
7.14
60.00%
9.18
9.14
6.68
6.86
9.3
10
8
6.24
50.00%
6
40.00%
4
30.00%
20.00%
2
STRUCTURAL
ISSUES
Sewer pipe defects,
damages, poor design,
installation,
material etc.
ENQUIRIES RESOLVED WITHIN LOS AND COMPLAINTS PER 1000 BILLED CUSTOMER
100.00%
Supervisor/Team
Telephone/Radio
Unit Office
Damage to the sewer
line.
Theft cases, hazardous
to motorist, pedestrians
etc.
927(11%)
Responsive Team
LOS 48 Hrs
 Private Blockage
 Open Manhole (Private Request)
 Manhole Cover Raised Or Lowered
Vacuum Interface
Failure
FLOW CHART
OF HANDLING
ENQUIRES
MISSING MANHOLE
COVER
ROOTS
PENETRATION
Due to excessive
rubbish, construction
debris, silts etc.
Blockage : public
4,832 (57%)
Enquiries/1000 Billed Customer
 Manhole Cover Missing
 Manhole Cover Broken
 Residential Sewer Flooding
SEWER PIPE
BLOCKAGES
733 (9%)
Works Orders
Created by
Supervisor too
Team in SAP
% Resolved within LOS
Unit Manager
CSR created by CSR
from COEDS
OIL, GREASE &
FATS
DAMAGES DUE TO
THIRD PARTY
Discharge of excessive
oil, grease and fats to
the sewer line
Illegal connection,
construction, etc.
Asset
Risk
It is crucial for the IWK’s physical assets to be
systematically managed – together with the
interfaces with human, financial, information
and intangible assets.
10.00%
Submit report
to Supervisor/Team
Supervisor/Team
0.00%
End
0
2011
2012
Operational Enquiries resolved within LOS
Operational Enquiries/1000 Billed Customer
2013
2014
2015
Network Enquiries Resolved within LOS
Network Enquiries/1000 Billed Customer
2016
© 2016 Indah Water Konsortium Sdn Bhd
1
5/12/2016
STRATEGY 1: ASSET RISK MANAGEMENT
Safety
Risk by Category
Sewer defects
251
Illegal discharge
124
Unsuitable Route/ Layout
Insufficient Capacity
47
32
Unsuitable Pipe Materials
12
Insufficient Sewer Records
11
2)
3)
4)
STRATEGY 2: MAINTENANCE OF SEWER NETWORK (REACTIVE)
Commercial
Image
Environment
Risk
Identificatio
n
• Potential Risks identified
• Risk Focal will document risks
• Approved risks will be loaded to
GRC
Security
Sustainability
RISK
20000000
above 1500mm
15000000
1000mm - 1500mm
10000000
750mm -1000mm
5000000
 Criticality Scoring
Site Investigation
HAZOP
 Past Incidences &
Records
500mm-750mm
0
RM1 million
(33 cases in 2015)
300mm-500mm
<1995
GRC report
<300mm
1996-2005
2006-2015
Based on the risk profile, in order to mitigate Sewer
Asset risks, interventions are required through:
 sewer upgrading / replacement
 sewer rehabilitation
 Sewer protection
1)
Customer
ASSET RISK – Asset risks need to be addressed to
ensure business outcomes are met. Asset and
Operational risks are interrelated and affect one
another.
65
Maintenance Access Issue
Regulatory
CONTROLLED THROUGH:
Funding- CAPEX/OPEX for Asset
Management Plan (AMP)
Policy
Government Enforcement
Technology Improvements
Risk
Analysis
Risk
Control/
Treatment
Risk
Reporting
• For identified risks, risks analysis will be done
• Inherent Risk Assessment will be completed
Average Spot Repair
Depth up to 3m = RM20K
Depth 3-5m = RM45K
Depth 5-7 = RM70K
• Response (Standard or Risk Option Mitigation) will be applied to
risk
• Planned Residual Risk assessment will be done for risk options
• Risk options will be escalated based on budget requirements
• For active response, Residual Risk assessment will be carried out
GRC report
© 2016 Indah Water Konsortium Sdn Bhd
Collect Data From COEDS
System & Get Team Feedback
Schedule & Plan Area
For Pre-PPM
Sewer
Protection, 1
(RM22M)
* On going projects
Sewer
Modification, 21
(RM81M)
Open Cut Method Using Machineries
© 2016 Indah Water Konsortium Sdn Bhd
STRATEGY 2: MAINTENANCE OF SEWER NETWORK (PREVENTIVE)
HOT AREA PPM - TO REDUCE
NUMBER OF FREQUENT
COMPLAINTS
RM11 Million
(371 cases in 2015)
Distribution of AMP Project 2016
Sewer
Replacement, 9
(RM0.5M)
31 nos Asset
Management
Plan (AMP)
projects Valued
at RM103
millions in
progress
• Reports will be generated periodically to check status of
risks/response/ level of risks
Patching Rates for size 225mm
diameter up to 750mm diameter
between RM3,000 to RM6,000 per spot
STRATEGY 3: SAP ENTERPRISE ASSET MANAGEMENT (EAM)
SYSTEM FOR SEWER MAINTENANCE
Notification created
by CSR from COEDS
PPM
Hot Spot
811 Locations
290 km length
Scheduled
Manhole
Inspection
36,000 Manholes/
year
Manhole Inspection
Scheduled
PPM
Data Gathering
1/10 years Pipe
cleansing
SAP & GIS
Order created by Supervisor
to Team
Team Receive Order (Manual
or SYCLO) and complete task
PPM 1/10 years
Scheduled sewer
maintenance for the whole
sewer network at least
once every 10 years.
Scheduled maintenance
at a frequency of at least
once every 10 years.
Open Cut Method Manual
Analytics Report
Do Pre-PPM Justify & Confirm
Site/Sewer Condition
Yes
Reschedule & Monitor
PPM Based On Earlier
Attend / Investigation
Pre-PPM Review &
Monitor Complaints
(1 month to 3 month)
No
List under critical
sewer pipe.
Sewer to do
rehabilitation
100% DLP CCTV
inspection
PPM Hot Area
Scheduled sewer
maintenance for the
identified problematic
sewer network
Benefits of Network Maintenance
Record Using GIS
 Able to register network
maintenance record info
 Manage to capture exact location
 Able to perform spatial output:maps, thematic maps, etc.
Scheduled CCTV
inspection
© 2016 Indah Water Konsortium Sdn Bhd
STRATEGY 4: INTEGRATED COMPLAINTS MANAGEMENT SYSTEM
GIS
(Geographic
Information
System)
COEDS
+ SAP EAM + SAP
SYCLO (MOBILE)
VMS
(Vehicle
Management
System)
EWS
(Early Warning
System)
© 2016 Indah Water Konsortium Sdn Bhd
STRATEGY 5: INTEGRATION OF COMPUTERIZED MANAGEMENT
SYSTEM TOWARDS LINEAR ASSET MANAGEMENT
2
1
Location of STP,
manhole,
pipeline
address and problem location
complaint, rectify
the problem, and
close work order
using SAP Syclo
Real Time STP
and equipment
fault
Customer Operational Enquiry &
Desludging System (COEDS)
EWS is a device attached and installed inside manholes. It is a
real-time wireless system in manholes which monitors sewer
levels and helps prevent overflows by sending signals to user for
immediate action.
Work Order
Detail,
Complainer
Address
Location of
Vehicle
Early
Warning
System
1Enquiry officer to locate complainer
4 Team attend the
2
Able to view STP,
pipeline and manhole
3
SAP Mobile Work
Manager
@ SYCLO for Network
Team
Operational data of Linear Assets
Management
3 Planner able to view
location of vehicle and
team in real time and
assign work order to the
team
- Network team at site enable to view the historical
maintenance info of network and to register and
map the network maintenance
Integration
4
Integrated Geographical Information System
© 2016 Indah Water Konsortium Sdn Bhd
© 2016 Indah Water Konsortium Sdn Bhd
2
5/12/2016
STRATEGY 6: STRUCTURED AWARENESS PROGRAM & CAMPAIGN
SUMMARY
 IWK maintains approximately 18,000km of sewer serving more than 22 million population in
Malaysia.
 IWK is able to maintain more than 95% Level of Service in resolving sewer related issues by
customers.
 Our approach towards sewer maintenance include Corrective Maintenance, Preventive
Maintenance and Refurbishment of Sewer.
 Innovative solutions is continuously applied to manage sewer maintenance activities.
 Integrated sewer management system is progressively explored.
 Continual effective awareness and stakeholder management is pertinent as part of total
solutions to sewer maintenance management.
© 2016 Indah Water Konsortium Sdn Bhd
© 2016 Indah Water Konsortium Sdn Bhd
For more info visit our website at:
www.iwk.com.my
Email: [email protected]
© 2016 Indah Water Konsortium Sdn Bhd
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