Excel Sheet Download 12113 | Tool 4, Kiosk Management And Financial Performance

Partial file snippet.

Sheet 1: 1. Project Data & Assessment

	
	
	
	
	
	
	
	
	
	
		Water Services Trust Fund
		

	
	
		WSTF Projects Evaluation Sheet
		

	
	
		Management of Operators and Kiosks and the Financial Performance of the Kiosk System
		
	
		

		

		

		

		

		

		Tool 4
		
	
		

		

		

		

		

		

		
	
		

		

		

		

		

		

		
	
		

		

		

		

		

		

		

		

		

	
	
		Data on the Water Service Provider (WSP), the WSTF-Funded Project and the Evaluation
		

		

		

		

		

		

		

		

	
	
		

		

		

		

		

		

		

		

		

	
	
		1
		Name of Company:
		

		
	
		2
		WSTF project number: 
		

		
	
		3
		Area(s) covered by the WSTF-funded project:
		

		
	
		4
		Area(s) covered by the evaluation:
		

		
	
		5
		Date/period of the evaluation:
		

		
	
		6
		Name of evaluator:
		

		
	
		

		

		

		

		

		

		

		

		

	
	
		

		

		

		

		

		

		

		

		

	
	
		

		

		

		

		

		

		

		

		

	
	
		

		

		

		

		

		

		

		

		

	
	
		

		

		

		

		

		

		

		

		

	
	
		

		

		

		

		

		

		

		

		

	
	
		

		

		

		

		

		

		

		

		

	
	
		

		

		

		

		

		

		

		

		

	
	
		

		

		

		

		

		

		

		

		

	
	
		

		

		

		

		

		

		

		

		

	
	
		

		

		

		

		

		

		

		

		

	
	
		

		

		

		

		

		

		

		

		

	
	
		

		

		

		

		

		

		

		

		

	
	
		

		

		

		

		

		

		

		

		

	
	
		

		

		

		

		

		

		

		

		

	
	
		

		

		

		

		

		

		

		

		

	
	
		

		

		Overall Assessment
		
	
		Evaluation Sheets: 
		

		Good
		

		Fair
		

		Poor
		

		Serious Short-comings
	
	
		> 
		Management of Operators & Kiosks and Financial Performance (WSP) (1)
		

		

		

		

		

		

		

	
	
		> 
		Management of Operators & Kiosks and Financial Performance (Operator) (2)
		

		

		

		

		

		

		

	
	
		Management Performance
		

		

		

		

		

		

		

		

	
	
		> 
		Performance of the WSP
		

		

		

		

		

		

		

	
	
		>
		Performance of the Operator(s)
		

		

		

		

		

		

		

	
	
		> 
		Performance of the WSTF Management
		

		

		

		

		

		

		

	
	
		1):
		According to data collected from the WSP
		

		

		

		

		

		

		

	
	
		2):
		According to data collected during interviews with Kiosk Operators
		

		

		

		

		

		

		

	



Sheet 2: 2. Kiosk Management (WSP) 

	
	
	
	
	
	
	
		

		Water Services Trust Fund
		

		

		

		

	
	
		

		WSTF Projects Evaluation Sheet
		

		

		Sheet 1
		
	
		

		Management of Operators and Kiosks and Financial Performance of the Kiosk System
		

		

		

		

	
	
		

		

		

		

		

		

	
	
		

		Checklist/questionnaire prepared for WSP staff
		

		

		

		

	
	
		A
		Kiosk System (general principles)
		

		

		

		

	
	
		1
		Does the Company have a document which describes the kiosk system?
		Yes
		
		
Please tick with an X of a V (applies to all tickable cells)
		

		No
		

	
	
		

		Ask for a copy >>
		

		
	
		2
		Is the Operator an employee of the Company?
		Yes
		

		No
		

	
	
		3
		Are all Operators charged according to the meter readings?
		Yes
		

		No
		

	
	
		4
		Did all the Operators sign a contract with the Company?
		Yes
		

		No
		

	
	
		

		Ask for a copy >>
		

		
	
		5
		What tends to happen if a Operator does not respect his/her contract?   Explain >>
		

		
	
		6
		How many times the WSP has terminated a (WSP-Operator) contract? (since commissioning)
		No. 
		

		Not known
		

	
	
		

		Explain the main reason for contract termination >> 
		

		
	
		

		

		
	
		7
		Are Operators allowed to sell other goods (groceries) at their kiosk?
		Yes
		

		No
		

	
	
		8
		Does the Operator Contract specify which goods cannot be sold at the kiosk?
		Yes
		

		No
		

	
	
		9
		Are residents, the community or CBOs involved in the day-to-day management of kiosks?
		Yes
		

		No
		

	
	
		10
		Does the community/CBO (etc.) receive a percentage of monthly revenue? 
		Yes
		

		No
		

	
	
		

		If yes: Explain >>
		

		
	
		11
		Does the Company have a special scheme aimed at assisting vulnerable residents?
		Yes
		

		No
		

	
	
		B
		Operator - WSP (kiosk operation, inspection and supervision)
		

		

		

		

	
	
		12
		Does the Company determine the business hours of its kiosks?
		Yes
		

		No
		

	
	
		13
		Do all kiosks have the same business hours?
		Yes
		

		No
		

	
	
		14
		Who is responsible for the supervision of the Operators?             Staff member >>
		

		
	
		

		Department/Section/Unit >>
		

		
	
		15
		This staff member reports to?                                                  Staff member >>
		

		
	
		

		Department/Section/Unit >>
		

		
	
		16
		What tools (checklists, procedures, etc.) are used for supervision?
		

		
	
		

		Ask for a copy >>
		

		
	
		17
		Who is responsible for the technical inspection of the kiosks?
		

		
	
		18
		This staff member reports to?                                                  Staff member >>
		

		
	
		

		Department/Section/Unit >>
		

		
	
		19
		What tools (toolkit, checklists, procedures, etc.) are used for inspection?
		

		
	
		

		Ask for a copy >>
		

		
	
		20
		Is staff turnover high, within the Low Income Unit/Section/Department (including field staff)?
		Yes
		

		No
		

	
	
		

		Main causes of staff turnover? 
		

		
	
		

		

		
	
		21
		What should Operators do if they have a complaint?
		

		
	
		

		

		
	
		22
		What should the Operator do if kiosk water is of poor quality?
		

		
	
		

		

		
	
		23
		What should the Operator do if he/she does not trust the water meter?
		

		
	
		

		

		
	
		24
		Who has to pay for the repair of damage which is due to Operator negligence?
		Operator
		

		Company
		

	
	
		25
		Who has to pay for the repair of damage which is due to Company negligence?
		Operator
		

		Company
		

	
	
		26
		Where should the Operator report acts of vandalism?
		

		
	
		27
		Who is/are responsible for keeping the kiosk clean?
		Operator
		

		Other
		

	
	
		28
		What measures are put in place to ensure that kiosk are kept clean?
		

		
	
		

		(measures = rules or procedures)                                               Describe >>
		
	
		29
		Do you think the kiosks are kept clean? 
		Yes
		

		No
		

	
	
		

		If not: Why not? >>
		

		
	
		30
		How many Operators who were trained before commissioning are still at the kiosk? 
		No. 
		

		Not known
		

	
	
		31
		Do new Operators receive a training? 
		Yes
		

		No
		

	
	
		

		Please explain the training (method) >>>
		

		
	
		

		

		
	
		

		

		

		

		

		

	
	
		

		WSTF Projects Evaluation Sheet
		

		

		Sheet 2
		
	
		

		Management of Operators and Kiosks and Financial Performance of the Kiosk System
		

		

		

		

	
	
		

		

		

		

		

		

	
	
		C
		Operator - WSP (transactions)
		

		

		

		

	
	
		32
		How are Operators remunerated? 
		

		
	
		

		Does the Company pay the Operators their commission (cash or cheque transfer)?
		Yes
		

		

		
	
		

		Is Operator income whatever cash remains after payment of the Water Bill?
		Yes
		

		

		
	
		33
		Do Operators receive a commission?
		Yes
		

		No
		

	
	
		34
		What is the Operator commission? 
		Percentage
		

		Other
		

	
	
		

		If necessary: Describe Operator commission >>
		

		
	
		35
		How often do Operators have to deposit the cash they collect from customers?
		Frequency:
		

		times per 
		

	
	
		36
		Where do Operators have to deposit the cash they collect? 
		Kiosk
		

		Local office
		

	
	
		Head office
		

		Bank
		

	
	
		37
		What are Operators supposed to deposit?
		All cash collected
		

	
	
		All cash minus the commission
		

	
	
		Up to the Operator
		

	
	
		Other (explain)
		

		
	
		38
		Do Operators receive a receipt each time they make a deposit? 
		Yes
		

		No
		

	
	
		

		If not: Please explain the procedure? >>
		

		
	
		39
		Do Operators have to record meter readings? 
		Yes
		

		No
		

	
	
		40
		How often do Operators have to record meter readings?  
		Frequency:
		

		times per 
		

	
	
		41
		Are meter readings recorded by Operators used to determine required deposits?
		Yes
		

		No
		

	
	
		

		If necessary: Explain >>
		

		
	
		42
		How often is the meter read by the Company             Also specify day or period >>
		Frequency:
		

		Day/period
		

	
	
		43
		Are delays common?                                                                       
		Yes
		

		No
		

	
	
		

		If yes: Explain >>
		

		
	
		44
		Are the kiosk meters really read every month?                        
		Yes
		

		No
		

	
	
		

		  If not: Explain >>
		

		
	
		45
		Are kiosk Water Bills always based on the meter readings?       
		Yes
		

		No
		

	
	
		

		If not: Explain >> 
		

		
	
		46
		Who is responsible for the meter readings?
		

		
	
		47
		Are all kiosk meters read on the same day?
		Yes
		

		No
		

	
	
		48
		Which deposits are reflected next month's bill (specify the depositing period)
		From
		

		Until 
		

	
	
		

		Is this target always met? >> 
		Yes
		

		No
		

	
	
		49
		When do the Operators receive their Water Bill (specify day or period)
		Day/period
		

		
	
		50
		Are delays common?                                                             If yes: Explain >>
		

		
	
		

		Ask for a (copy) of a kiosk Water Bill >>
		

		
	
		51
		
		
This debt appear as the "Amount due" on the Water Bill
		When do Operators have to pay the settle their debts (arrears) with the Company?  
		

		
	
		

		Specify period (number of days, working days, etc.) >> 
		
	
		52
		Do Operators always respect this period?
		Yes
		

		No
		

	
	
		53
		What happens if a Operator does not pay his/her arrears on time? 
		

		
	
		D
		WSP - Operator (financial performance of the kiosks)
		

		

		

		

	
	
		

		Please make a distinction between the WSTF-funded kiosks to be evaluated and all the kiosks operated by the WSP     >>>>
		
	
		54
		What is the total number of kiosks operated by the WSP?
		All WSP kiosks
		

		WSTF kiosks
		

	
	
		55
		Can the kiosks easily be identified (and isolated) in the billing system?
		Yes
		

		No
		

	
	
		56
		How many kiosks did the Company bill the last 4 months (consider all WSP kiosks)
		No. 
		

		No. 
		

	
	
		

		* Ask for a detailed statement for each kiosk (for a period of 4 months)        
		Remark
		

		
	
		

		* This statement should show all the movements on the kiosk accounts        
		Remark
		

		
	
		

		* The statement should allow for a performance analysis of WSTF-funded kiosks 
		Remark
		

		
	
		57
		> Quantity of water billed 
		M3
		

		M3
		

	
	
		58
		> Total amount billed
		KSh
		

		KSh
		

	
	
		59
		> Total amount paid by the Operators
		KSh
		

		KSh
		

	
	
		60
		> Total amount owed by the Operators
		KSh 
		

		KSh 
		

	
	
		61
		Which tools are used to monitor the performance of the kiosks?
		

		
	
		

		(tools i.e. billing software, monitoring sheets in MS Excel, etc.)
		
	
		62
		Please indicate if the WSP was unable to provide the requested data >>
		

		
	
		63
		Please indicate if the WSP provided data on a longer or shorter period >> 
		

		
	
		64
		Are there differences in the performance of the various WSP-operated kiosk systems?
		

		
	
		

		Please explain >> 
		
	
		

		WSTF Projects Evaluation Sheet
		

		

		Sheet 3
		
	
		

		Management of Operators and Kiosks and Financial Performance of the Kiosk System
		

		

		

		

	
	
		

		

		

		

		

		

	
	
		E
		Customers - Operators 
		

		

		

		

	
	
		65
		Is the retail price fixed by the Company?
		Yes
		

		No
		

	
	
		66
		Has the tariff charged at the kiosk been approved by the Regulator (WASREB)?
		Yes
		

		No
		

	
	
		67
		What do customers pay for the water they fetch at the kiosk?                             KSh per >>
		20-litre cont. 
		

		m3
		

	
	
		68
		Are customers allowed to fill their (20-litre) containers to the rim? 
		Yes
		

		No
		

	
	
		69
		How do customer pay for the water they fetch?
		

		
	
		70
		Are customers allowed to pre-pay for water? 
		Yes
		

		No
		

	
	
		F
		Customers - WSP
		

		

		

		

	
	
		71
		What can customers do if they have a complaint?
		

		
	
		72
		Does the WSP have a rapid response procedure to deal with customer complaints?
		Yes
		

		No
		

	
	
		

		Please explain >> 
		

		

		

		

	
	
		73
		Are legitimate customer complaints always followed up? 
		Yes
		

		No
		

	
	
		74
		Does the Company receive many complaints related to the kiosks & Operators? 
		Yes
		

		No
		

	
	
		

		Please explain >> 
		

		
	
		G
		Recording of main Problems and Constraints 
		

		

		

		

	
	
		75
		Main management and performance problems perceived by the WSP 
		

		
	
		76
		Main management and performance problems perceived by the Operators 
		

		
	
		77
		Main management and performance problems perceived by the customers 
		

		
	
		H
		Communication and reporting within the WSP
		

		

		

		

	
	
		78
		Is WSP management informed on the financial performance of the kiosk system?
		Yes
		

		No
		

	
	
		79
		Does the Peri-Urban Unit/Section/Department prepare a report on the kiosk system?
		Yes
		

		No
		

	
	
		

		If the answer is yes: What is the reporting frequency
		Frequency:
		

		times per 
		

	
	
		80
		Does the Billing Section prepare a report on the kiosk system?
		Yes
		

		No
		

	
	
		

		If the answer is yes: What is the reporting frequency
		Frequency:
		

		times per 
		

	
	
		81
		Number of kiosks which are currently closed:
		All WSP kiosks
		

		WSTF kiosks
		

	
	
		82
		What is the main reason for closing kiosks? 
		

		
	
		

		Please explain >>
		



Sheet 3: 3. Kiosk Management (Operator)

	
	
	
	
	
	
	
		

		Water Services Trust Fund
		

		

		Sheet 4
		
	
		

		WSTF Projects Evaluation Sheet
		

		

		

		

	
	
		

		

		

		

		

		

	
	
		

		

		

		

		

		

	
	
		

		Checklist/questionnaire prepared for Water Kiosk Operators
		

		

		

		

	
	
		A
		Kiosk System (general principles)
		

		

		

		

	
	
		1
		Does the Company have a document which describes the kiosk system?
		Yes
		
		Please tick with an X of a V (applies to all tickable cells)

		

		No
		

	
	
		2
		Is the Operator an employee of the Company?
		Yes
		

		No
		

	
	
		3
		Are Operators charged according to the meter readings?
		Yes
		

		No
		

	
	
		4
		Did all the Operators sign a contract with the Company?
		Yes
		

		No
		

	
	
		5
		What tends to happen if a Operator does not respect his/her contract?   Explain >>
		

		
	
		6
		How many times the (WSP-Operator) contract was terminated by the Company?
		No. 
		

		Not known
		

	
	
		

		Explain the main reason for contract termination >> 
		

		
	
		7
		Are Operators allowed to sell other goods (groceries) at their kiosk?
		Yes
		

		No
		

	
	
		8
		Does the Operator Contract specify which goods cannot be sold at the kiosk?
		Yes
		

		No
		

	
	
		9
		Are residents and/or CBOs involved in the day-to-day management of the kiosks?
		Yes
		

		No
		

	
	
		10
		Does the community/CBOs receive a percentage of monthly revenue? 
		Yes
		

		No
		

	
	
		11
		Does the Company have a special scheme aimed at assisting the vulnerable?
		Yes
		

		No
		

	
	
		B
		Operator - WSP (kiosk operation, inspection and supervision)
		

		

		

		

	
	
		12
		Does the Company determine the business hours of its kiosks?
		Yes
		

		No
		

	
	
		13
		Do all kiosks have the same business hours?
		Yes
		

		No
		

	
	
		14
		Who is responsible for the supervision of the Operators?             Staff member >>
		

		
	
		15
		This staff member reports to?                                                  Staff member >>
		

		
	
		16
		What tools (checklists, procedures, etc.) are used for supervision?
		

		
	
		17
		Who is responsible for the technical inspection of the kiosks?
		

		
	
		18
		This staff member reports to?                                                  Staff member >>
		

		
	
		19
		What tools (toolkit, checklists, procedures, etc.) are used for inspection?
		

		
	
		20
		What can Operators do if they have a complaint?
		

		
	
		21
		What should the Operator do if kiosk water is of poor quality?
		

		
	
		22
		What should the Operator do if he/she does not trust the water meter?
		

		
	
		23
		Who has to pay for the repair of damage which is due to Operator negligence?
		Operator
		

		Company
		

	
	
		24
		Who has to pay for the repair of damage which is due to Company negligence?
		Operator
		

		Company
		

	
	
		25
		Where should the Operator report acts of vandalism?
		

		
	
		26
		Who is/are responsible for keeping the kiosk clean?
		Operator
		

		
		Please specify

		Other >>
		

	
	
		27
		What measures are put in place to ensure that kiosk are kept clean?
		

		
	
		

		(measures = rules or procedures)                                               Describe >>
		
	
		28
		Do you think the kiosks are kept clean? 
		Yes
		

		No
		

	
	
		

		If not: Why not? >>
		

		
	
		29
		How many Operators who were trained before commissioning are still at the kiosk? 
		No. 
		

		Not known
		

	
	
		30
		Do new Operators receive a training? 
		Yes
		

		No
		

	
	
		

		Please explain the training (method) >>>
		

		
	
		

		WSTF Projects Evaluation Sheet
		

		

		Sheet 5
		
	
		

		Operator and Kiosk Management and Performance 
		

		

		

		

	
	
		

		

		

		

		

		

	
	
		C
		Operator - WSP (transactions)
		

		

		

		

	
	
		31
		How are Operators remunerated? 
		

		
	
		

		Does the Company pay the Operators their commission (cash or cheque transfer)?
		Yes
		

		

		

	
	
		Is Operator income whatever cash remains after payment of the Water Bill?
		Yes
		

		

		

	
	
		32
		Do Operators receive a commission?
		Yes
		

		No
		

	
	
		33
		What is the Operator commission? 
		Percentage
		

		Other
		

	
	
		

		If necessary: Describe Operator commission >>
		

		
	
		34
		How often do Operators have to deposit the cash they collect from customers?
		Frequency:
		

		times per 
		

	
	
		35
		Where do Operators have to deposit the cash they collect? 
		Kiosk
		

		Local office
		

	
	
		Head office
		

		Bank
		

	
	
		36
		What are Operators supposed to deposit?
		All cash collected
		

		

	
	
		A cash - commission
		

		

	
	
		Up to the Operator
		

		

	
	
		Other (explain)
		

		

	
	
		37
		Do Operators receive a receipt each time they make a deposit? 
		Yes
		

		No
		

	
	
		

		If not: Please explain the procedure? >>
		

		
	
		38
		Do Operators have to record meter readings? 
		Yes
		

		No
		

	
	
		39
		How often do Operators have to record meter readings?  
		Frequency:
		

		times per 
		

	
	
		40
		Are meter readings recorded by Operators used to determine required deposits?
		Yes
		

		No
		

	
	
		

		If necessary: Explain >>
		

		
	
		41
		How often is the meter read by the Company                 Specify day or period >>
		Frequency:
		

		Day/period
		

	
	
		42
		Are delays common?                                                                       
		Yes
		

		No
		

	
	
		

		If yes: Explain >>
		

		
	
		43
		Are the kiosk meters really read every month?                        
		Yes
		

		No
		

	
	
		

		  If not: Explain >>
		

		
	
		44
		Are kiosk Water Bills always based on the meter readings?       
		Yes
		

		No
		

	
	
		

		If not: Explain >> 
		

		
	
		45
		Who is responsible for the meter readings?
		

		
	
		46
		Are all kiosk meters read on the same day?
		Yes
		

		No
		

	
	
		47
		Which deposits are reflected next month's bill (specify the depositing period)
		From
		

		Until 
		

	
	
		

		Is this target always met? >> 
		Yes
		

		No
		

	
	
		48
		When do the Operators receive their Water Bill (specify day or period)
		Day/period
		

		
	
		49
		Are delays common?                                                             If yes: Explain >>
		

		
	
		

		Ask for a (copy) of a kiosk Water Bill >>
		

		
	
		50
		When do Operators have to pay the settle their debts (arrears) with the Company?  
		

		
	
		

		(this debt appear as the "Amount due" on the Water Bill) >> 
		
	
		51
		Do Operators always respect this period?
		Yes
		

		No
		

	
	
		52
		What happens if a Operator does not pay his/her arrears on time? 
		

		
	
		

		Please note: Questions 53 - 61 do not exist 
		

		

		

		

	
	
		

		WSTF Projects Evaluation Sheet
		

		

		Sheet 6
		
	
		

		Operator and Kiosk Management and Performance 
		

		

		

		

	
	
		

		

		

		

		

		

	
	
		E
		Customers - Operators 
		

		

		

		

	
	
		62
		Is the retail price fixed by the Company
		Yes
		

		No
		

	
	
		63
		Has the tariff charged at the kiosk been approved by WASREB?
		Yes
		

		No
		

	
	
		64
		What do customers pay for the water they fetch at the kiosk?             KSh per >>
		20-litre cont. 
		

		m3
		

	
	
		65
		Are customers allowed to fill their (20-litre) containers to the rim? 
		Yes
		

		No
		

	
	
		66
		How do customer pay for the water they fetch?
		

		
	
		67
		Are customers allowed to pre-pay for water? 
		Yes
		

		No
		

	
	
		F
		Customers - WSP
		

		

		

		

	
	
		68
		What can customers do if they have a complaint?
		

		
	
		69
		Does the WSP have a rapid response procedure to deal with customer complaints?
		Yes
		

		No
		

	
	
		

		Explain >> 
		

		

		

		

	
	
		70
		Are legitimate customer complaints always followed up? 
		Yes
		

		No
		

	
	
		71
		Do you think the Company receives many complaints related to kiosks & Operators? 
		Yes
		

		No
		

	
	
		

		Explain >> 
		

		
	
		G
		Recording of main Problems and Constraints 
		

		

		

		

	
	
		72
		Main management and performance problems perceived by the WSP 
		

		
	
		73
		Main management and performance problems perceived by the Operators 
		

		
	
		74
		Main management and performance problems perceived by the customers

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...Sheet project data amp assessment water services trust fund wstf projects evaluation management of operators and kiosks the financial performance kiosk system tool on service provider wsp wstffunded name company number area s covered by dateperiod evaluator overall sheets good fair poor serious shortcomings gt operator according to collected from during interviews with checklistquestionnaire prepared for staff a general principles does have document which describes yes please tick an x v applies all tickable cells no ask copy is employee are charged meter readings did sign contract what tends happen if not respect hisher explain how many times has terminated wspoperator since commissioning known main reason termination allowed sell other goods groceries at their specify cannot be sold residents community or cbos involved in daytoday communitycbo etc receive percentage monthly revenue special scheme aimed assisting vulnerable b operation inspection supervision determine business hours i...

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Water Services Trust Fund
WSTF Projects Evaluation Sheet
Management of Operators and Kiosks and the Financial Performance of the Kiosk System
				Tool 4



Data on the Water Service Provider (WSP), the WSTF-Funded Project and the Evaluation

1	Name of Company:
2	WSTF project number:
3	Area(s) covered by the WSTF-funded project:
4	Area(s) covered by the evaluation:
5	Date/period of the evaluation:
6	Name of evaluator:
















		Overall Assessment
Evaluation Sheets:		Good	Fair	Poor	Serious Short-comings
>	Management of Operators & Kiosks and Financial Performance (WSP) (1)
>	Management of Operators & Kiosks and Financial Performance (Operator) (2)
Management Performance
>	Performance of the WSP
>	Performance of the Operator(s)
>	Performance of the WSTF Management
1):	According to data collected from the WSP
2):	According to data collected during interviews with Kiosk Operators

	Water Services Trust Fund
	WSTF Projects Evaluation Sheet			Sheet 1
	Management of Operators and Kiosks and Financial Performance of the Kiosk System

	Checklist/questionnaire prepared for WSP staff
A	Kiosk System (general principles)
1	Does the Company have a document which describes the kiosk system?	Yes	Please tick with an X of a V (applies to all tickable cells)	No
	Ask for a copy >>
2	Is the Operator an employee of the Company?	Yes		No
3	Are all Operators charged according to the meter readings?	Yes		No
4	Did all the Operators sign a contract with the Company?	Yes		No
	Ask for a copy >>
5	What tends to happen if a Operator does not respect his/her contract? Explain >>
6	How many times the WSP has terminated a (WSP-Operator) contract? (since commissioning)	No.		Not known
	Explain the main reason for contract termination >>

7	Are Operators allowed to sell other goods (groceries) at their kiosk?	Yes		No
8	Does the Operator Contract specify which goods cannot be sold at the kiosk?	Yes		No
9	Are residents, the community or CBOs involved in the day-to-day management of kiosks?	Yes		No
10	Does the community/CBO (etc.) receive a percentage of monthly revenue?	Yes		No
	If yes: Explain >>
11	Does the Company have a special scheme aimed at assisting vulnerable residents?	Yes		No
B	Operator - WSP (kiosk operation, inspection and supervision)
12	Does the Company determine the business hours of its kiosks?	Yes		No
13	Do all kiosks have the same business hours?	Yes		No
14	Who is responsible for the supervision of the Operators? Staff member >>
	Department/Section/Unit >>
15	This staff member reports to? Staff member >>
	Department/Section/Unit >>
16	What tools (checklists, procedures, etc.) are used for supervision?
	Ask for a copy >>
17	Who is responsible for the technical inspection of the kiosks?
18	This staff member reports to? Staff member >>
	Department/Section/Unit >>
19	What tools (toolkit, checklists, procedures, etc.) are used for inspection?
	Ask for a copy >>
20	Is staff turnover high, within the Low Income Unit/Section/Department (including field staff)?	Yes		No
	Main causes of staff turnover?

21	What should Operators do if they have a complaint?

22	What should the Operator do if kiosk water is of poor quality?

23	What should the Operator do if he/she does not trust the water meter?

24	Who has to pay for the repair of damage which is due to Operator negligence?	Operator		Company
25	Who has to pay for the repair of damage which is due to Company negligence?	Operator		Company
26	Where should the Operator report acts of vandalism?
27	Who is/are responsible for keeping the kiosk clean?	Operator		Other
28	What measures are put in place to ensure that kiosk are kept clean?
	(measures = rules or procedures) Describe >>
29	Do you think the kiosks are kept clean?	Yes		No
	If not: Why not? >>
30	How many Operators who were trained before commissioning are still at the kiosk?	No.		Not known
31	Do new Operators receive a training?	Yes		No
	Please explain the training (method) >>>


	WSTF Projects Evaluation Sheet			Sheet 2
	Management of Operators and Kiosks and Financial Performance of the Kiosk System

C	Operator - WSP (transactions)
32	How are Operators remunerated?
	Does the Company pay the Operators their commission (cash or cheque transfer)?	Yes
	Is Operator income whatever cash remains after payment of the Water Bill?	Yes
33	Do Operators receive a commission?	Yes		No
34	What is the Operator commission?	Percentage		Other
	If necessary: Describe Operator commission >>
35	How often do Operators have to deposit the cash they collect from customers?	Frequency:		times per
36	Where do Operators have to deposit the cash they collect?	Kiosk		Local office
36	Where do Operators have to deposit the cash they collect?	Head office		Bank
37	What are Operators supposed to deposit?	All cash collected
		All cash minus the commission
		Up to the Operator
		Other (explain)
38	Do Operators receive a receipt each time they make a deposit?	Yes		No
	If not: Please explain the procedure? >>
39	Do Operators have to record meter readings?	Yes		No
40	How often do Operators have to record meter readings?	Frequency:		times per
41	Are meter readings recorded by Operators used to determine required deposits?	Yes		No
	If necessary: Explain >>
42	How often is the meter read by the Company Also specify day or period >>	Frequency:		Day/period
43	Are delays common?	Yes		No
	If yes: Explain >>
44	Are the kiosk meters really read every month?	Yes		No
	If not: Explain >>
45	Are kiosk Water Bills always based on the meter readings?	Yes		No
	If not: Explain >>
46	Who is responsible for the meter readings?
47	Are all kiosk meters read on the same day?	Yes		No
48	Which deposits are reflected next month's bill (specify the depositing period)	From		Until
	Is this target always met? >>	Yes		No
49	When do the Operators receive their Water Bill (specify day or period)	Day/period
50	Are delays common? If yes: Explain >>
	Ask for a (copy) of a kiosk Water Bill >>
51	This debt appear as the "Amount due" on the Water Bill When do Operators have to pay the settle their debts (arrears) with the Company?
	Specify period (number of days, working days, etc.) >>
52	Do Operators always respect this period?	Yes		No
53	What happens if a Operator does not pay his/her arrears on time?
D	WSP - Operator (financial performance of the kiosks)
	Please make a distinction between the WSTF-funded kiosks to be evaluated and all the kiosks operated by the WSP >>>>
54	What is the total number of kiosks operated by the WSP?	All WSP kiosks		WSTF kiosks
55	Can the kiosks easily be identified (and isolated) in the billing system?	Yes		No
56	How many kiosks did the Company bill the last 4 months (consider all WSP kiosks)	No.		No.
	* Ask for a detailed statement for each kiosk (for a period of 4 months)	Remark
	* This statement should show all the movements on the kiosk accounts	Remark
	* The statement should allow for a performance analysis of WSTF-funded kiosks	Remark
57	> Quantity of water billed	M3		M3
58	> Total amount billed	KSh		KSh
59	> Total amount paid by the Operators	KSh		KSh
60	> Total amount owed by the Operators	KSh		KSh
61	Which tools are used to monitor the performance of the kiosks?
	(tools i.e. billing software, monitoring sheets in MS Excel, etc.)
62	Please indicate if the WSP was unable to provide the requested data >>
63	Please indicate if the WSP provided data on a longer or shorter period >>
64	Are there differences in the performance of the various WSP-operated kiosk systems?
	Please explain >>
	WSTF Projects Evaluation Sheet			Sheet 3
	Management of Operators and Kiosks and Financial Performance of the Kiosk System

E	Customers - Operators
65	Is the retail price fixed by the Company?	Yes		No
66	Has the tariff charged at the kiosk been approved by the Regulator (WASREB)?	Yes		No
67	What do customers pay for the water they fetch at the kiosk? KSh per >>	20-litre cont.		m3
68	Are customers allowed to fill their (20-litre) containers to the rim?	Yes		No
69	How do customer pay for the water they fetch?
70	Are customers allowed to pre-pay for water?	Yes		No
F	Customers - WSP
71	What can customers do if they have a complaint?
72	Does the WSP have a rapid response procedure to deal with customer complaints?	Yes		No
	Please explain >>
73	Are legitimate customer complaints always followed up?	Yes		No
74	Does the Company receive many complaints related to the kiosks & Operators?	Yes		No
	Please explain >>
G	Recording of main Problems and Constraints
75	Main management and performance problems perceived by the WSP
76	Main management and performance problems perceived by the Operators
77	Main management and performance problems perceived by the customers
H	Communication and reporting within the WSP
78	Is WSP management informed on the financial performance of the kiosk system?	Yes		No
79	Does the Peri-Urban Unit/Section/Department prepare a report on the kiosk system?	Yes		No
	If the answer is yes: What is the reporting frequency	Frequency:		times per
80	Does the Billing Section prepare a report on the kiosk system?	Yes		No
	If the answer is yes: What is the reporting frequency	Frequency:		times per
81	Number of kiosks which are currently closed:	All WSP kiosks		WSTF kiosks
82	What is the main reason for closing kiosks?
	Please explain >>

	Water Services Trust Fund			Sheet 4
	WSTF Projects Evaluation Sheet


	Checklist/questionnaire prepared for Water Kiosk Operators
A	Kiosk System (general principles)
1	Does the Company have a document which describes the kiosk system?	Yes	Please tick with an X of a V (applies to all tickable cells)	No
2	Is the Operator an employee of the Company?	Yes		No
3	Are Operators charged according to the meter readings?	Yes		No
4	Did all the Operators sign a contract with the Company?	Yes		No
5	What tends to happen if a Operator does not respect his/her contract? Explain >>
6	How many times the (WSP-Operator) contract was terminated by the Company?	No.		Not known
	Explain the main reason for contract termination >>
7	Are Operators allowed to sell other goods (groceries) at their kiosk?	Yes		No
8	Does the Operator Contract specify which goods cannot be sold at the kiosk?	Yes		No
9	Are residents and/or CBOs involved in the day-to-day management of the kiosks?	Yes		No
10	Does the community/CBOs receive a percentage of monthly revenue?	Yes		No
11	Does the Company have a special scheme aimed at assisting the vulnerable?	Yes		No
B	Operator - WSP (kiosk operation, inspection and supervision)
12	Does the Company determine the business hours of its kiosks?	Yes		No
13	Do all kiosks have the same business hours?	Yes		No
14	Who is responsible for the supervision of the Operators? Staff member >>
15	This staff member reports to? Staff member >>
16	What tools (checklists, procedures, etc.) are used for supervision?
17	Who is responsible for the technical inspection of the kiosks?
18	This staff member reports to? Staff member >>
19	What tools (toolkit, checklists, procedures, etc.) are used for inspection?
20	What can Operators do if they have a complaint?
21	What should the Operator do if kiosk water is of poor quality?
22	What should the Operator do if he/she does not trust the water meter?
23	Who has to pay for the repair of damage which is due to Operator negligence?	Operator		Company
24	Who has to pay for the repair of damage which is due to Company negligence?	Operator		Company
25	Where should the Operator report acts of vandalism?
26	Who is/are responsible for keeping the kiosk clean?	Operator		Please specify Other >>
27	What measures are put in place to ensure that kiosk are kept clean?
	(measures = rules or procedures) Describe >>
28	Do you think the kiosks are kept clean?	Yes		No
	If not: Why not? >>
29	How many Operators who were trained before commissioning are still at the kiosk?	No.		Not known
30	Do new Operators receive a training?	Yes		No
	Please explain the training (method) >>>
	WSTF Projects Evaluation Sheet			Sheet 5
	Operator and Kiosk Management and Performance

C	Operator - WSP (transactions)
31	How are Operators remunerated?
	Does the Company pay the Operators their commission (cash or cheque transfer)?	Yes
	Is Operator income whatever cash remains after payment of the Water Bill?	Yes
32	Do Operators receive a commission?	Yes		No
33	What is the Operator commission?	Percentage		Other
	If necessary: Describe Operator commission >>
34	How often do Operators have to deposit the cash they collect from customers?	Frequency:		times per
35	Where do Operators have to deposit the cash they collect?	Kiosk		Local office
35	Where do Operators have to deposit the cash they collect?	Head office		Bank
36	What are Operators supposed to deposit?	All cash collected
		A cash - commission
		Up to the Operator
		Other (explain)
37	Do Operators receive a receipt each time they make a deposit?	Yes		No
	If not: Please explain the procedure? >>
38	Do Operators have to record meter readings?	Yes		No
39	How often do Operators have to record meter readings?	Frequency:		times per
40	Are meter readings recorded by Operators used to determine required deposits?	Yes		No
	If necessary: Explain >>
41	How often is the meter read by the Company Specify day or period >>	Frequency:		Day/period
42	Are delays common?	Yes		No
	If yes: Explain >>
43	Are the kiosk meters really read every month?	Yes		No
	If not: Explain >>
44	Are kiosk Water Bills always based on the meter readings?	Yes		No
	If not: Explain >>
45	Who is responsible for the meter readings?
46	Are all kiosk meters read on the same day?	Yes		No
47	Which deposits are reflected next month's bill (specify the depositing period)	From		Until
	Is this target always met? >>	Yes		No
48	When do the Operators receive their Water Bill (specify day or period)	Day/period
49	Are delays common? If yes: Explain >>
	Ask for a (copy) of a kiosk Water Bill >>
50	When do Operators have to pay the settle their debts (arrears) with the Company?
	(this debt appear as the "Amount due" on the Water Bill) >>
51	Do Operators always respect this period?	Yes		No
52	What happens if a Operator does not pay his/her arrears on time?
	Please note: Questions 53 - 61 do not exist
	WSTF Projects Evaluation Sheet			Sheet 6
	Operator and Kiosk Management and Performance

E	Customers - Operators
62	Is the retail price fixed by the Company	Yes		No
63	Has the tariff charged at the kiosk been approved by WASREB?	Yes		No
64	What do customers pay for the water they fetch at the kiosk? KSh per >>	20-litre cont.		m3
65	Are customers allowed to fill their (20-litre) containers to the rim?	Yes		No
66	How do customer pay for the water they fetch?
67	Are customers allowed to pre-pay for water?	Yes		No
F	Customers - WSP
68	What can customers do if they have a complaint?
69	Does the WSP have a rapid response procedure to deal with customer complaints?	Yes		No
	Explain >>
70	Are legitimate customer complaints always followed up?	Yes		No
71	Do you think the Company receives many complaints related to kiosks & Operators?	Yes		No
	Explain >>
G	Recording of main Problems and Constraints
72	Main management and performance problems perceived by the WSP
73	Main management and performance problems perceived by the Operators
74	Main management and performance problems perceived by the customers

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