IM, River Basin Organization, Tool, User & Customer Relations - Service Delivery, Water and Sanitation Service Provider,

Civil society/user engagement and participation

A process that involves the participation of ordinary people that are affected by the utility’s activities and decisions.

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Financial Management - Accounting, IM, River Basin Organization, SME, Tool,

Financial planning

Planning the needed finances for activities, resources, equipment and materials that are needed to achieve the organization’s objectives.

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Financial Management - Accounting, Governance - Controls, Human Resources, IM, Project Execution - O&M, Public institution, River Basin Organization, SME, Tool, Water and Sanitation Service Provider,

Standard operating procedures

Written instructions that document the “who”, “what”, “where” and “when” of an activity.

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Human Resources, IM, Project Execution - O&M, Public institution, River Basin Organization, SME, Tool, Water and Sanitation Service Provider,

Staff supervision and inspection

Quality control of staff’s performance by line managers or personnel who are not direct superiors.

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Human Resources, IM, Public institution, River Basin Organization, SME, Tool, Water and Sanitation Service Provider,

Staff rotation

Employees are shifted between assignments and jobs at regular intervals.

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IM, Procurement - Bidding, Project Execution - O&M, Public institution, River Basin Organization, SME, Tool, Water and Sanitation Service Provider,

Standards in contracts

Particular work standards and essential characteristics which the contractor has to fulfil.

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