SAQs
Now that you have completed this study session, you can assess how well you have achieved its Learning Outcomes by answering these questions.
In Column A of the table below you will find a series of statements related to good governance of a water utility. Select the word or phrase from the following list that best applies to each statement and insert it in Column B:
accountable, effective, efficient, equitable and inclusive, independent, obtaining a consensus, participation, responsive, transparent.
| Column A | Column B |
| Rapidly set up an emergency water supply system with road tankers when the mains supply was cut due to construction work | |
| Make sure everything happens with minimal duplication of effort | |
| Operate free from pressure from local businesses and the village chief | |
| Consider the opinions of all the stakeholders in a project to divert a river, and then arrive at a decision that is acceptable to the majority | |
| Explain to a village why its water supply was cut for three days | |
| Everyone comes together to decide on the location of a water tower | |
| Make sure all the villages in a given area are included in a water supply scheme and that each village gets adequate water for all its needs | |
| Allow people to see the paperwork on how a tender was awarded | |
| Choose the right water treatment method to get rid of fluoride |
The most appropriate choice of words is shown below.
| Column A | Column B |
| Rapidly set up an emergency water supply system with road tankers when the mains supply was cut due to construction work | responsive |
| Make sure everything happens with minimal duplication of effort | efficient |
| Operate free from pressure from local businesses and the village chief | independent |
| Consider the opinions of all the stakeholders in a project to divert a river, and then arrive at a decision that is acceptable to the majority | obtaining a consensus |
| Explain to a village why its water supply was cut for three days | accountable |
| Everyone comes together to decide on the location of a water tower | participation |
| Make sure all the villages in a given area are included in a water supply scheme and that each village gets adequate water for all its needs | equitable and inclusive |
| Allow people to see the paperwork on how a tender was awarded | transparent |
| Choose the right water treatment method to get rid of fluoride | effective |
Arrange the following tasks in the proper sequence for handling a customer complaint:
- Resolve the complaint.
- Document the complaint and how it was resolved.
- Learn from the complaint and rectify any problems.
- Listen to the complaint.
- Understand the issue.
The preferred sequence is as follows:
- Listen to the complaint.
- Understand the issue.
- Resolve the complaint.
- Document the complaint and how it was resolved.
- Learn from the complaint and rectify any problems.
Identify the chemical water quality parameter(s) that would need to be controlled to prevent each of the following conditions.
| Condition | Parameter(s) that need to be controlled |
| Reddish-brown colour in the water | |
| Methaemoglobinaemia | |
| Skin cancer | |
| Salty taste | |
| Damage to the nervous system | |
| Kidney problems | |
| Corrosion of pipes | |
| An objectionable, pungent odour | |
| Fluorosis |
You should have identified the following chemical substances in the ‘Parameters’ column.
| Condition | Parameter(s) that need to be controlled |
| Reddish-brown colour in the water | Iron |
| Methaemoglobinaemia | Nitrate, nitrite |
| Skin cancer | Arsenic |
| Salty taste | Chloride |
| Damage to the nervous system | Copper, cyanide, lead, manganese, mercury |
| Kidney problems | Cadmium, mercury |
| Corrosion of pipes | Sulphate |
| An objectionable, pungent odour | Ammonia |
| Fluorosis | Fluoride |