1. Vodovod “Bistrica” Bijelo Polje JKP “Lim” Prijepolje JKP “6. mart” Goražde Institut za hidrotehniku Sarajevo Strengthening the Capacity of Water Utilities in the Region with Benchmarking of key Performance Indicators Danube Water Conference Vienna, May 2015

2. Vodovod “Bistrica” Bijelo Polje JKP “Lim” Prijepolje JKP “6. mart” Goražde Institut za hidrotehniku Sarajevo Project implementation period 07 March 2014 – 06 March 2015 Project budget: 88.899,50 EUR 74.899,50 EUR – funded through multidonor fund managed by the WB 14.000,00 EUR – co-financing provided by the Vodovoda “Bistrica” Partnership Applicant: Vodovod “Bistrica “, Ltd. Bijelo Polje Partners: JKP “Lim”, Prijepolje JKP “6. mart”, Goražde Hydro-Engineering Institute Sarajevo - HEIS BASIC INFORMATION

3. Vodovod “Bistrica” Bijelo Polje JKP “Lim” Prijepolje JKP “6. mart” Goražde Institut za hidrotehniku Sarajevo Goal Improving the management of public utilities, all with the aim of improving the quality of services provided by the utility company to citizens in its service area Location Bijelo Polje, Montenegro Prijepolje, Republic of Serbia Goražde, Bosnia i Herzegovina Phases Inception Phase – GAP Analysis Water Supply Network Mapping/ GIS Development Equipping of water utilities BASIC INFORMATION

4. Vodovod “Bistrica” Bijelo Polje JKP “Lim” Prijepolje JKP “6. mart” Goražde Institut za hidrotehniku Sarajevo ACTIVITY – INCEPTION PHASE HIRED CONSULTANTSPERIOD OF ACTIVITY Branko Vučijak, PhD Aleksandra Tomić – Ćato, dipl. Ecc. 1 August – 30 September 2014 10 AREAS COVERED BY ASSESSMENT Level of operational autonomy of the Utility Consumer relations Organizational structureMIS and Accounting StaffingRevenue collection and administration Network mapping and effective zoning and metering programme Tariff policy Non-Revenue Water ManagementFinancial Management

5. Vodovod “Bistrica” Bijelo Polje JKP “Lim” Prijepolje JKP “6. mart” Goražde Institut za hidrotehniku Sarajevo TOPICS AND RESULTS OF THE ANALYSE SCOPE OF ANALYSE 1.Analysis of the present state and processes 4. Required actions 2. Benchmark and current performance 5. Key Performance Indicators 3. Objectives, targets, defined and selected indicators RESULTS ACHIEVED GAP Assessment performed for each utility individually (each document individually has about 70 pages which concisely reflects the current state of the recommended interventions) Guidelines for Complaints and Proposals Management developed for each utility individually, including Customers’ Satisfaction Evaluation Questionnaire, Database of Proposals and Complaints, as well as Calculation of Key Performance Indicators Common areas for improvement within the project selected  Developed documents are compatible with other stretagic documents  Developed documents are of great importance for further development

6. Vodovod “Bistrica” Bijelo Polje JKP “Lim” Prijepolje JKP “6. mart” Goražde Institut za hidrotehniku Sarajevo ACTIVITY – EXISTING SYSTEMS MAPPING HIRED CONSULTANTPERIOD OF ACTIVITY iMD, Ltd. Sarajevo01 November 2014 – 28 February 2015 5-day tailor made training Sarajevo, 17-21 November 2014 Consultants on the spot visits Prijepolje, 23 December 2014 Goražde, 29 January 2015 Bijelo Polje, 19 February 2015  In each on the spot visit all three utilities employees took participation – Know-how exchange

7. Vodovod “Bistrica” Bijelo Polje JKP “Lim” Prijepolje JKP “6. mart” Goražde Institut za hidrotehniku Sarajevo Bijelo Polje Prijepolje Goražde EXISTING SYSTEMS MAPPING

8. Vodovod “Bistrica” Bijelo Polje JKP “Lim” Prijepolje JKP “6. mart” Goražde Institut za hidrotehniku Sarajevo Achieved results: Six employees from three water utilities successfully accomplished training on digitalisation of existing networks and GIS development Utility „Bistrica“ Bijelo Polje mapped the whole primary water supply network, so as collected and inserted into the GIS all related data on these pipelines; Utility also mapped all pipelines to the level of secondary network, filed collection of related data will continue after the project implementation period Utility „Lim“ Prijepolje mapped all primary and secondary network, except one smaller settlement (lack of data); Utility „6. mart“ Goražde mapped primary network and presently is mapping secondary network and home connections, which is complement to existing cadastre of underground installations on the municipal geodesy department  Know-how exchange EXISTING SYSTEMS MAPPING

9. Vodovod “Bistrica” Bijelo Polje JKP “Lim” Prijepolje JKP “6. mart” Goražde Institut za hidrotehniku Sarajevo ACTIVITY – WATER UTILITIES EQUIPPING HIRED CONSULTANTPERIOD OF ACTIVITY FMS, Ltd. Bijelo Polje01 – 30. November 2014 WATER UTILITIES OBTAINED WITHIN THE PROJECT Bookkeeping of fixed assets module / software New procedures for water meters reading and improving of billing system Needed IT equipment and software ACHIEVED RESULTS Water utilities equipped with needed equipment and software, which will contribute to improvement of billing and bookkeeping of fixed assets, as well as tracking of consumptions, that will strengthen financial management of utilities Water utilities equipped with IT equipment and software for GIS development Vodovod „Bistrica“ Bijelo Polje built intranet that will contribute to more effective operations of enterprise

10. Vodovod “Bistrica” Bijelo Polje JKP “Lim” Prijepolje JKP “6. mart” Goražde Institut za hidrotehniku Sarajevo Equipment Pieces Total pcs BP GO PP Tablets85720 Desktop computer66416 Server computer with related equipment for computer network 1001 Printer for bills printing1113 Laser printer0202 Plotter A01001 Laptop za GIS1113 Monitor 22" 16:9 (for GIS)1113 Laptop OS0101 Multifunctional device (copier, fax, scanner) 0101 WATER UTILITIES EQUIPPING

11. Vodovod “Bistrica” Bijelo Polje JKP “Lim” Prijepolje JKP “6. mart” Goražde Institut za hidrotehniku Sarajevo WATER UTILITIES EQUIPPING Bijelo Polje Prijepolje Goražde