Case Study on WSP Implementation and Lessons Learned: Maynilad Water Services, Philippines

Transcription

1 CaseStudyonWSPImplementationand LessonsLearned: MayniladWaterServices,Philippines TheMayniladWaterServicescasestudywasoriginallysubmittedfortheIWA2012DrinkingWater SupplyAward,whichrecognizedtheeffectivedevelopment,implementationandongoingrevisionof WSPstomanagedrinkingwatersafety.Thisversionfurtherdevelopstheoriginalcasestudytoinclude updatedinformationsincetheawardsubmission. ThecasestudywasdevelopedusingacasestudyguideandtemplatewhichwasdesignedbytheWorld HealthOrganizationtocollectimportantinformationonthebenefits,challenges,andlessonslearned associatedwiththewspimplementation.thecasestudyguideandtemplateisavailableat safety portal/eng/my toolbox. 1

2 1) Backgroundinformationandcontext Country:Philippines Date:July2013 Detailsonauthorshipandcollaborators: This case study was developed by Ms. Thaís Terceiro Jorge during her internship at WHO with the collaborationofmr.franciscoarellano(vicepresidentforcorporatequality,environment,safetyand Health,MayniladWaterServices,Inc.Philippines). General information about the water sector, including regulatory/oversight authorities (general legal frameworkforoversight,regulation,andenforcement,ifapplicable)andconsumercharacteristics. WaterservicesinthePhilippinesaremainlyprovidedbyLocalGovernmentUnits(LGU),throughtheir engineeringdepartments,orcommunity basedorganizations(cbos),whoseeffortsarecomplemented by small scale independent providers. In Metro Manila, water and wastewater services have been providedsince1997bytwoconcessionairesona25 yearagreement:manilawatercompanyintheeast Zone and Maynilad Water Services in the West Zone. Prior to privatization, themetropolitan WaterworksandSewerageSystem(MWSS),agovernmentagency,wasresponsiblefortheprovisionof waterservicestometromanila;poorservicestandards,long standingfinancialdebts,andoperational inefficienciesculminatedinthe1997 WaterCrisisAct,whichpavedthewayforprivatization. In2012,91%ofthetotalpopulationofWestManilawasbeingservedbyMaynilad(9.3million).Ofthese customers95%have24 houraccesstowaterservices.amajorityofmaynilad sconsumersfallunder theresidentialcategory(90%),followedbysemi business(4%),commercial(5%)andindustrial(1%). Guideline values for different physical, chemical and biological impurities aredefinedinthe2007 Philippine National Standards for Drinking Water. The MWSS Regulatory Office (RO) oversees the complianceofthetwoconcessionairestotheservicetargetssetbytheconcessionagreement.service obligationsincludeensuringservicequality,waterqualityatthedifferentdistributionpoints,sewerage andsanitationservices,andcustomerservicetotheusers. Water quality is additionally monitoredbythemetromaniladrinkingwaterqualitymonitoring Committee (MMDWQMC), whichiscomposedofrepresentatives from the national and local governments,andfromtheprivatesector. Generalinformationaboutthewatersupplierandtheirwatersupplysystem(s)(e.g.numberofsystems, typeofsystems,populationserved/numberofserviceconnections,annualwaterproduction,etc.)ifthe casestudyisforonewatersupplier: Maynilad is the largest water provider in the Philippines in terms of customer base. It has exclusive rights to provide water and wastewater services to 17 cities and municipalities in Metro Manila and CaviteProvince.InSeptember2012,Maynilad stotaltreatmentplantcapacitywas2,500mld(million liters per day), and there were 1,734,225 water service connections covering more than 8 million people. The company operates and maintains3watertreatmentplants,3wastewatertreatmentplants,20 pumpingstations,22reservoirs,over480kmofsewerlinesandmorethan6,900kmofwaterpipes. Around 96%of therawwatersupplycomesfromthe Angat IpodamsystemlocatednorthofMetro Manila.Theremaining4%comesfromtheLagunalake. TherawwaterresourcesarenotmanagedbyMayniladalone.Therearevariousgovernmentagencies andotheruserswhoareinvolvedinmanagingthecatchmentarea.moreover,thesurfacewatersource is vulnerable to climate variation phenomena (i.e. El Niño e La Niña) which affect the quality and quantityofsourcewater. 2

3 2) DescriptionoftheWSPinitiative RationaleandscopeoftheWSP: Reason/motivationforWSPimplementation,suchasvoluntary,policy,regulatory,etc.: MayniladvoluntarilydevelopedthefirstWSPinthePhilippinesin2007followingtherecommendations of the 2004 World Health Organization (WHO) Guidelines for Water Service Providers.The WSP was adopted to facilitate compliance with national water quality targets and ensure that the company s systems and procedures for treating, storing and distributing water were consistent with the best practicestosecurewatersafety. Descriptionofanyexistinglegislation/regulationsrelatedtoWSPs.Thisincludesprovidinginformation onwhetherregulationsexplicitlypromoteorrequirewspsoranequivalentpreventiveriskmanagement approach.pleasealsoincludedetailsonthenamegiventothewspinitiative(wsp,riskmanagement plan,haccp,etc.): In2007thePhilippineDepartmentofHealth(DOH)issuedtheNationalStandardsforDrinkingWater whichrecommendedtheformulationofwsptowaterserviceprovidersasameanstosystematically monitor operations and water quality. Whereas the Philippine Government closely monitors and regulates the operations of water service providers, including the quality of the water delivered to customers,todatethereisnorequirementforwaterserviceproviderstodevelopandmaintaintheir own WSP.However, the DOH is currently developing a National Policy on WSP which will make the developmentandimplementationofwspsbyserviceprovidersarequirement. There aresomelawsandregulationsthatpromoteandprotectsanitation(sanitationcodeofthe Philippines), require water quality monitoring(philippinenationalstandardfordrinkingwater)and designateareasforlocalizedwaterqualitymanagement(philippinescleanwateract).nonetheless,the rangeofhazardsandrisksidentified/assessedbytheselawsandregulationsarelimitedcomparedtoa WSP. Application coverage area (one supply, several supplies, or sector wide; number and type of systems covered,populationserved/numberofserviceconnections;etc.): Thereviewed2012WSPcoversoperationsofthethreetreatmentplantsandgroundwatersupplyfrom small independent networks.the2007wspdocumentdidnotincludetheputatantreatmentplant whichwasinauguratedinfebruary2011. WatersupplycomponentscoveredintheWSP(e.g.catchment, water intake, treatment, distribution, storage,consumerpointofuse,etc.): TheMayniladWSPencompassesallstepsinthewatersupplyfromcatchmenttoconsumer. WSPstepsdevelopedandimplementedto date: All11stepsonthe2012WSPdocumenthavebeenimplemented: 1)WSPTeamassembly:amultidisciplinaryWSPteamfromvariousoperatingunitshasbeenorganized. In total there are 36 members in Maynilad s WSP team; all members have well defined roles and responsibilities. 2) Water Supply Description: Maynilad s supply system has been thoroughly described. Detailed diagrams of the treatment plants, distributions systems and catchment areas (surface and ground sources)havebeendeveloped. 3)HazardIdentificationandRiskAssessment:theWSPteamhasidentifiedpotentialandexistinghazards and hazardous events in the water supply system. The identification has beenconductedthrough 3

4 analysis of existing records, historical events, local knowledge and field visits. All potential biological, physicalandchemicalhazardshavebeenconsidered.theteamusedasemi quantitativeriskassessment todevelopapriorityrankfortheidentifiedhazards. 4)Identify/validatecontrolmeasuresandreassessrisks:existingandpotentialcontrolmeasureshave beendocumentedforeachidentifiedhazard.thecontrolmeasureshavebeenvalidatedaccordingto theirefficacythroughsiteinspection,manufacturerspecificationandmonitoring,andriskshavebeen reprioritizedaccordingly. 5) Improvement/Upgrade plan: animprovementplanhasbeendevelopedfor control measures that wereidentifiedasineffectiveornon existing. 6) Monitoring of control measures (operational monitoring): a monitoring plan for the entire water supply system has been developed; the plan has established a schedule for monitoring frequency, assignedtheresponsibleparties,anddefinedperformancetargetsforcontrolmeasures. 7)Verification(WSPeffectiveness):compliancemonitoring,internalandexternalauditingofoperational activitiesandconsumersatisfactionsurveysarecarriedouttoverifywspeffectiveness. 8)Managementprocedures: the management procedures that guide operations under normal and incidentsituationshavebeenclearlyandthoroughlydocumented. 9) Supportingprograms: Mayniladperiodicallycarriesoutawarenessprogramsonwatershed managementandtrainingonwsp,watertreatmentprocesses,chlorinehandling,andproperhandling of customer complaints.researchanddevelopmentinitiativesandhygieneandsanitationprograms furthersupportwspimplementation. 10)Review/Audit:Maynilad swspisreviewedannually(atleast)andupdatedifnecessary.internaland externalauditorscarryoutreviewproceduresandexaminationofrecords. 11) Revision following an incident: in addition to periodic reviews,thewspisrevisedfollowingany incidentoremergency. Othermanagementsystemsinplacewithinthewaterprovider(ISO9001,14001,220000,etc.): AnumberofMayniladfacilitieshavetripleISOcertificationsonquality(ISO9001:2000),environmental (ISO14001:2004)andoccupationalsafetyandhealthmanagement(OHSAS18:2007). DetailsoftheWSP: Generaldescription,timelines(fordevelopment,implementation,review,etc.)andmilestonesachieved (e.g.howwerethewspstepsdeveloped,implementedandreviewed?): InNovember2005,MayniladinitiatedcommunicationwiththeDOHconcerningaworkshopforpiloting WSPinthePhilippinesusingMayniladasthetestcase.Anagreementtoconducttrainingonthe developmentofawspusingthewho2004guidelineswassignedinfebruary2006.initialwsptraining begansoonthereafterinmarch2006.improvementworksbeganinseptember2007andhavebeen activelyimplementedsincethen.formulationofthemayniladwspin2007wasbasedonthe10 step WHOWaterSafetyPlanManual.In2012,Maynilad swspwasreviewedandupdatedaccordingtothe 11 step2009who/iwawspmanual. WSPTeamcompositionandotherstakeholders(includingexternalsupportorganizations/experts) involvedintheprocess(e.g.howwastheteamformed?whatorganizationswereinvolved?howdid teammembers/stakeholdersbecomeinterestedinthewsp?)specificnamesarenotneeded: ToensurethattheWSPcoversallthecriticalstagesinMaynilad swateroperations,employee representativesfromthekeyofficesanddepartmentswererequiredtojointhewspteam(i.e.common purposefacilities,watertreatment,groundwatersources,andwaterdistribution).toconfirmthe 4

5 health basedperformancetargets,consultantsfromthedohwerealsoincludedinthewspteam. SincethiswasthefirstpilotWSPinthePhilippines,arepresentativefromtheWHOwasalsoengagedto provideassistancetotheteam. ActivitiestosupportdevelopmentandimplementationoftheWSP: 1)Thecompany sboardofdirectorshasbeenfullysupportiveofthewspapproach.theyhave approvedtheformationofthewspteam,thedraftingandfinalizationofthewspdocument,andother relevantsupportingprograms. 2)Capitalexpenditureprojectshavebeendevelopedtosupporttheimplementationofthepriority improvementworksidentifiedthroughthewsp. 3)TrainingsandworkshopsregardingWSPanditscomponentshavebeenheldforemployees.Members ofthewspteamhaveattendedseminarsfortheimprovementofwspmanagementproceduresand waterquality.internalmeetingsandtrainingstofacilitateknowledgetransferwerealsoconducted amongmaynilademployees. 4)Mayniladcloselycoordinatesandcollaborateswiththeconcernedstakeholderstoreachsustainable managementsolutions.severalareasandstepsofthewatersupplysystemsarebeyondmaynilad s control.theseincludewatershed,damandrawwaterconveyance,amongothers.forexample,the recognitionbythephilippinegovernmentoftheancestralrightofthedumagats(indigenouspeople livinginthecatchmentarea)overthewatershedareaoftheipoandtheangatdamshasbeena challengeforwatershedmanagement.inordertoeffectivelyimplementitswatershedprotectionand managementprograms,mayniladhaspartneredwiththedumagatstocarryoutreforestationactivities. Typeofdatausedtoinformhazardidentificationandriskassessment: Consultations with stakeholders including employees, concerned government agencies, members of academiaandareviewofhistoricalwaterqualityproblemshavebeenundertakentodeterminethe mostcommonwaterqualityproblemsencounteredbythecompany. MechanismsusedtoverifyprogressoftheWSP(internalorexternalreviews,viewsofconsumers, WHO/IWAWSPQualityAssuranceTool,etc.)(e.g.Whatverificationactivitiestookplace?Howwere theseactivitiesconducted?whatorganizationswereinvolved?): MayniladverificationactivitiesontheprogressoftheWSParebasedoncustomersatisfactionsurveys, internal/externalauditingofoperationalactivitiesandmonitoringcompliancetowaterqualitytargets. CustomersatisfactionlevelsandMaynilad sserviceperformancearemeasuredbythepublic AssessmentofWaterServices(PAWS)SurveywhichiscarriedoutbytheUniversityofthePhilippines. MayniladhasbeenactivelyparticipatinginthePAWSSurveybyprovidingthenecessaryfinancial support,accesstothedatabaseofcustomersandotherinformationordocumentationrequiredfor carryingoutthesurvey.mayniladalsoprovidesacallcenterforitscustomers.therelevantstaffreceive additionaltrainingonhowtoeffectivelycommunicateandprovideassistancetocustomers. Internalandexternalauditsofoperationalactivitiesareconductedannuallyandaredocumentedas auditreports.externalauditingactivitiesareperformedbydoh,mwssro,municipalhealthofficeand independentauditors.aspartofitsinternalauditingactivities,mayniladconductsayearlyasset ConditionReview(ACR)todeterminethestateandperformanceofitsabove groundandbelow ground assets.toeffectivelyconductsuchareview,membersoftheassetmanagementdepartmentconduct monthlyinspectionsofeachasset,andassetperformanceismeasuredvis à vistheoperational standardssetbytheisoandthewsp. Themonitoringofwaterqualityiscarriedoutregularlywitharangeoffrequencies:hourly(e.g.physical propertiesmonitoringattreatmentplant),daily(e.g.microbialmonitoringattreatmentplant),monthly (e.g.waterqualityatcustomer stap),andannually(e.g.physicalandchemicalpropertiesof 5

6 groundwater). TheWHO/IWAWSPQualityAssuranceToolhasbeenintegratedwiththeinternalauditingactivities;itis usedtosystematicallyhighlighttheareaswhereprogressisbeingmadeandopportunitiesfor improvement. ProgressonimprovementsidentifiedthroughtheWSPprocess: Implementation of improvement works identified during WSP process began in 2007 and has been continuously carried out since then. Some examples of projects include the installation of back up pumps or duplicate facilities to ensure continuous operations vis à vis emergencies, construction/installation of permanent potassium permanganate facilities forall treatmentplants, construction of a permanent system for caustic soda application, engagement of theindigenous communitiesonsaplingprograms,amongothers.manyprojectshavebeencompleted;othersrequire continuousimplementationorhavebeenbudgetedforthenearfuture. Financialmechanism(s)inplace/requiredfordevelopmentandimplementationoftheWSP(e.g.Were additionalfundsrequired?whatarethesourcesoffunds(self funded,governmentfunded,external supportorganizations,etc.)?whatmechanismswereutilizedfordistributingfundstofinancetraining, improvementprogrammes,etc.?)pleasedonotprovidetheamountofmoneythatwasorisrequired: Maynilad s2007wspwasdevelopedusingawhograntfacilitatedbytheaustralianagencyfor InternationalDevelopment(AusAID)throughthePhilippineDOH.TheimplementationoftheWSP, includingthecostsoftheinfrastructureandimprovementworks,andthewsprevisionhavebeenfully fundedbymaynilad. 3) Assessmentofimplementation:benefitsandchallenges InstitutionalChanges(BenefitsandChallenges) 1. ImprovedcommunicationandcollaborationbetweenWSPteammembers,stakeholders, public/customersand/orwithinthewaterserviceprovideramongstaffandmanagement.(ifchange wasobserved,betweenwhichparties/groups?): MayniladstaffhavebeeninvolvedinallstepsofimplementationoftheWSP.Obtainingsupportfrom keydepartments(finance,humanresources,andlogistics)hasbeenfacilitatedbytheeffortsto strengthencollaborationwithinmaynilad.communicationwithotherstakeholdershasalso improvedmostlyduetotheeffortstoengagestakeholdersindiversemanagementactivities.an exampleofstakeholderengagementisthecollaborationagreementonthebestpracticesof watershedmanagementthathasbeensignedwiththedumagats.communicationwithcustomers hasimprovedduetoacallcenterthathasbeensetuppostwspimplementationandtrainingson theproperhandlingofcustomercomplaints. 2. Increasedawareness,knowledge,andunderstandingamongwaterserviceprovider staff/departments(examplesofpossibleknowledgeareasincludethewatersupplysystemandits operations,workplacesafety,managementprocedures(e.g.standardoperatingprocedures(sops)) andneededimprovements)(ifchangewasobserved,withinwhichparties/groups?): Theeffortstoassistthecompany sstafftrainingneedsandensureunderstandingofhowpoor practicescanimperildrinkingwatersafetyhaveledtoanimprovedunderstandingwithintheentire organization,whichisreflectedontheimprovedperformanceindicators(e.g.nearly100%customer satisfaction).competencyrequirementsandequipmentandprocesstraininghavefurtherbolstered thepersonnel sabilityandunderstandingonthewatertreatmentprocess.additionally,regularwsp 6

7 trainingforstaffhasbeenimplementedaspartoftheisoawarenessagenda,thusfacilitating integrationofthewspapproachintothecompany soperations. 3. ImprovedattitudesandincreasedacceptanceofWSPmethodologyand/orwatersafetyoperations amongwspteammembers,stakeholders,public/customersand/orwithinthewaterservice provideramongstaffandmanagement(ifchangewasobserved,withinwhichparties/groups?): TheDOHhasadoptedMaynilad swspasthereferenceforwaterdistrictsinthephilippinesthatwish toimplementthewspapproach.asof2011sevenwaterserviceprovidershadadoptedtheirown WSPsfollowingthetrainingtheyhadreceivedfromtheDOHandMaynilad.Todate18workshopson WSPhavebeenconducted;over190waterdistrictsand700participantshavebeentrained. 4. Increasedcapacitybuildingandtrainingwithinthewaterserviceprovideramongstaffand management(ifchangewasobserved,betweenwhichparties/groups?): WorkshopsandseminarshavebeenorganizedtotrainstaffonWSPmanagementproceduresand effectivecatchmentmanagement.forexamplebetween over1,100employeestookpart inwatershedprotectionactivities.thecompany sannualtrainingactivitiesforinternalandexternal stakeholderspredatesthewsp,however,thetrainingprogramnowincludesmoduleson documentationandauditinginordertosupportwspimplementation.aspartofthenewadditions tothetrainingscheme,membersofthewspteamandotherconcernedunitsaretrainedonrisk assessment,emergencypreparedness,waterqualitymanagement,andothers.animpactevaluation assessmentisregularlyconductedafterthetrainingactivitiestodeterminetheeffectivenessofthe trainingprogram. 5. Increasedoverallownershipamonglevelsofstaffwithinthewaterserviceprovider: Operatorscanshapetheupgradeandimprovementofmanagementandoperationsystemsby makingsuggestionsbasedontheirexperience.thewspclearlydefinesdepartmentresponsibilities foreachsteponthewaterprovisionchain;thishascalledforhigheraccountabilityandledto increasedownershipamongtheconcernedunits. 6. Improvedworkplaceproductivitywithinthewaterserviceprovider: Byclearlydefiningtheunitresponsibleforeachprocedureinthewatersupplychain,theMaynilad WSPassuresthatthereisnoduplicationoffunctionswithintheoperatingunits.WSPhascontributed toimprovingoperationalefficiency:personnelcosthasbeenreducedby37%between2006and 2011.Additionally,theWSPapproachhasledtotheidentificationofmoreefficientoperational procedures.forexample,staffinchargeofoperatingthenewlyestablishedtreatmentfacility(built tomitigatetheproblemofmetalsinrawwaterfollowinganextendeddrought)havedeveloped indicatormethodsthatallowoperationofsaidtreatmentfacilityinasystematicratherthanreactive way(aswaspreviouslydoneandattimesledtowaterqualityfailuresandunnecessarydosageof chemicals).nomogramshavealsobeenprepared basedonhistoricaldataandvariousassays to determinethedosageofchemicalsneededtoachievethedesiredtreatmentremovalofthesemetals andavoidingoverdosingofchemicals. OperationalChanges(BenefitsandChallenges) 1. Improved/updatedsysteminfrastructure: SinceimplementationoftheWSP,manyinfrastructureimprovementshavebeenimplemented. Someoftheseincluderehabilitationofpumpingstations,repairingover170,000leaks,layingover 2,500kmofnewpipes,decommissioning1,706kmofoldlines,usingportablein linechlorinators 7

8 alongthedistributionlines,installationofwatermetersandgritremoval,amongothers.overall, improvementworkshavetargetedalllevelsalongthewatersupplychainfromcatchmentto consumertap. 2. Improvedmanagementofwatersupplysystem(e.g.,improvedtreatmentprocesscontrol,improved sourcewaterprotection): MayniladengagestheDumagatsandvariouspublicandprivateorganizationstoprotectthe watershed(i.e.continuedreforestationactivities).implementationofwsphasbeencrucialforthe treatmentplantsandthedistributionsystemstoacquiretripleisocertificationsforquality, environmentalandoccupationalhealthsafety,andmanagement,andthusdeliverpotablewaterin linewithstringentinternationalstandards. Rawandtreatedwaterarenowmonitoredeveryhourforturbidity,manganeselevelsandresidual chlorine.additionally,thewspapproachledtotheidentificationandimplementationof improvementworksatthetreatmentplants(replacedalumdosingsystemandinstalledlimeand causticsodaatthecoagulationpoints).thesemeasuresandimprovementshaveincreasedcontrol overthetreatmentprocess. 3. Improveddocumentationandimplementationofmanagementprocedures(e.g.SOPs): TheWSPdocumenthasclearlydefinedmanagementproceduresforoperationsundernormaland emergencysituations.furthermore,theyhighlightspecificstepstobefollowedduringemergency incidentstomitigatetheimpactsofsucheventsandallowthecompanytorestorenormaloperations attheearliestpossibletime.mayniladnowimplementsadocumentcontrolsystem(dcs)which allowsoperationspersonneltoproposechangestoimproveandupdateproceduresandprocesses, thuscontributingtokeepingmanagementandoperationsstaffconnectedandinvolved. 4. Improvedrecordkeepinganddatacollection: TheDCSservesasadatabaseofrelevantandupdatedinformationoncontrolprocesses.As documentsareupdatedcurrentversionsaremadereadilyavailablewhileolderversionsare archived.similarly,recordsforthemanagementsystemsarestoredforadefiniteperiod. 5. Improvedmonitoring(operationalandverification)andsurveillance: RegularmonitoringofcontrolmeasuresiscarriedoutaspartoftheWSPandisintegralpartof verificationactivities.monitoringactivitieshappenregularlyaccordingtoanestablishedschedule andspecificresponsibilitieshavebeenassigned.controlmeasuresthroughouttheentirewater supplychainarecarefullymonitoredandrecorded.regularwaterqualitytestinghadbeencarried outbeforewspimplementation,nonethelessitisnowthoroughlydocumentedandintegratedinto operationalandmanagementprocedures. 6. Improvedmonitoringofcostsandexpenditures: MonitoringofcostsandexpenditureiscarriedoutaspartofMaynilad susualbusinessoperations. 7. Improvedformalorinformalauditingofoperations(internaland/orexternal): InternalandexternalauditingofoperationsonlybeganafterWSPimplementation.Theauditing activitiesarecarriedoutaccordingtoasetscheduleandareperformedbyexperiencedauditors. Auditingactivitiesarethoroughlydocumentedandutilizedtosupportmanagementdecisions. InvestmentChanges(BenefitsandChallenges) 1. Bettertargetingofinvestments(e.g.Investmentsbasedonprioritizedriskassessment): Budgetaryallocationnowprioritizesimprovementworksthatmitigatehazardsidentifiedashigh risk 8

9 duringwspimplementation.thewsphasalsobeenalignedwithmaynilad sacrsothatthe budgetaryallocationisplannedaccordingtotheneedforpreventivemaintenance,replacementand upgradingofassets. 2. Increasedfinancialdonorsupport/investment(domesticand/orinternationalsupport)and/or increaseddonorawarenessforfuturefinancialsupport: AfterimplementationoftheWSPanditssupportingprograms,membersoftheprivatesectorhave volunteeredtoprovideresourcestomaynilad swatershedprotectionprograms.overthepastfive years,thecompanyhassecuredloansfromlocalandinternationallendinginstitutionstofinanceits capitalexpenditureprojects.thiswaspossiblethankstomaynilad simprovedcreditworthiness whichwassupportedbytheamelioratedstandards,andmanagementsystemsthatresultedfrom thewspandiso certification,coupledtothemarkedimprovementsinwaterqualityandreliability. 3. Increasedresourceallocationtosupportingprograms(e.g.training,environmentalmonitoring, epidemiologicalsurveillance,watershedprotection): Followingidentificationofdeforestationashigh riskhazardforwaterquality,mayniladhasstrivedto improvewatershedprotectionandmanagement.aspartoftheseefforts,mayniladhashiredover 4,500Dumagatstoassistinthewatershedreforestationprogram. Investmentshavebeendirectedtotrainingactivitiesthattargetcustomerservice,theWSP,and watermanagement.researchanddevelopmentactivitiestosupportdecision makingconcerning waterqualityandtodesignbetterindicatorsofcontamination,amongothers,havealsobeen spurredbythewsp. Inaddition,ahygieneandsanitationprogramhasbeendevisedtoeducatethepersonnelandother stakeholdersontheimportanceofminimizingtheintroductionofhazardsintothewateratalllevels ofthewatersupplychain. 4. Watersupplycostrecovery(consumerpaymentcompliance,costreduction,etc.): ImplementationoftheWSPMayniladbroughtdowntheratioofpersonnelcostperconnectionby 37%between2006and2011.Additionally,WSPimplementationhassupportedareductionofnonrevenuewater(NRW)from66%in2006to38%in2013.ThisstrikingreductioninNRWhas contributedtothe48%increaseinthenumberofwaterserviceconnectionswithoutimmediately havingtoinvestinnew,majorwatersources. Changesinthe EnablingEnvironment (BenefitsandChallenges) 1. Increasedpromotionandknowledge sharingofthewspwithotherwatersuppliers,local/national government,and/orothers: BeingthefirstofitskindinthePhilippines,Maynilad swsphasservedasamodelforthe formulationofwspsinotherwaterdistricts.thedohhasconductedatotalof18trainingswithover 190waterdistrictsusingMaynilad swspasamodel.moreover,thecompany swsphasbeen includedinwho strainingworkbookonwatersafetyplansforurbansystemsandpresentedasa casestudyininternationalconferences. 2. Improvedlegislation,regulation(s),standard(s),and/orpolicyenforcementaroundwaterquality guidelinesduetowspimplementation: Maynilad sexperiencewithdevelopmentandimplementationofawsphasservedasguidetothe developmentofnationalwsptrainingmaterialsusedbythedohtoadvocateforwspamongwater districtsacrossthephilippines.thelessonslearnedfromwspapproachpilotedinmayniladhavealso 9

10 supportedtheeffortsofthephilippinedohindevelopingthenationalpolicyonwatersafetyplan foralldrinkingwatersupplyproviders,whichiscurrentlybeingfinalizedandwillrequirewater supplyproviderstodevelopandimplementwsps. 3. Improvedlegislationtosupportorstrengthenassociatedregulation(waterallocation,consumer health,industrialandresidentialwastewaterdischarge,landuse,environmentalhealth,etc.): Althoughnumerousdiscussionsbetweengovernmentagencieshavetakenplace,nopoliciesor legislationonsupportingprogramshavebeenspurredbywspimplementationinmaynilad. 4. Improvedgovernmenteducationalinitiativesaroundwaterqualityaimedatthepublic: SincetheimplementationoftheWSP,MayniladhasstrengtheneditspartnershipwiththeDOHand thedepartmentofeducationinpromotinghealthandsanitationinpublicelementaryandhigh schoolsbybuildingdrink wash stations,launchingmediacampaigns,organizingevents,etc. WaterSafetyPlanLonger termimpacts(mayoverlapslightlywithabovechanges)(pleaseincludean explanationandthesourceofdata,ifavailable,forallitemsbelow.) 1. Improvedwaterquality:Theupdatedinfrastructure,theadoptionofasystematicratherthan reactiveactionplanandmorerobustoperationsandmanagementsupportedbythewsphaveled toimprovedwaterqualityperformance.forinstance,thenumberofwaterqualitycomplaints receivedbythecompany scustomerservicehotlinehasdecreasedsignificantlysincethe implementationofthewsp,from2,505in2009tolessthan2,100in2012.maynilad scompliance ratetothewaterqualitymonitoringcarriedoutbythemmdwqchasbeenconsistently100%since WSPimplementation. 2. Improvedwaterquantity:TheWSPapproachhasledtosignificantimprovementsonleakagecontrol andillegalconnections,bothofwhichhavereducedwaterlossesinmaynilad swatersupplysystem. Forexample,WSPimplementationhascontributedsignificantlytothedramaticdeclineinnonrevenuewater(NRW)from66%in2006to38%in Improvedwaterservicecontinuity:TheWSP identifiedimprovementworksthathavebeen implementedthroughouttheentirewatersupplybolsteredaremarkedimprovementinwater servicecontinuity:in2006only32%ofhouseholdshadaccesstoa24 hourwatersupply,whereasin %ofcustomerscouldenjoya24 hourservice. 4. Improvedwaterservicecoverage:Theeffortstoextendthepipenetworkandtheincreasingly improvingwatersupplyservicecontributedtoa17%increaseinpopulationcoverage,from78%in 2006to91%in2012.Thiscorrespondstoover2millionpeoplebeingincludedintheservicearea since Improvedwaterservicecostrecovery:Mayniladhasbroughtdownitspersonnelcostper connectionratioby37%between2006and2011.additionally,thereductionofnrwwaterallowed thecompanytoexpanditsconsumerbasewithoutimmediatelyhavingtoinvestinnew,majorwater sources. 6. Improvedcustomersatisfaction:AccordingtothePAWSsurvey,customerswhofoundtheirwater servicestobeverygoodwentupfrom96.3%to99.57%between2006and2010. Howwerethesebenefitsachieved,evaluatedandmeasured?Howlongdidittaketoachievethe benefits?whatotherlonger termimpactsdoyouexpecttoseeaswspimplementationprogresses? Howarethesebenefitscommunicatedbetweenstakeholdersandwiththepublic? 10

11 Therealizationofthesebenefitshasbeencontingentonfourcounts:1)effortstocomplytothestrict waterqualitystandardssetbythephilippinenationalstandardsondrinkingwaterquality,2)strict internaloperationaltargetsinwaterquality,3)arobustfinancialbusinessplantosupport implementationofthewsp,and4)strongmanagementsupportandemployeecommitment. Thesebenefitshavebeenachievedover6yearsofincrementalimprovementswhichhavebeen supportedbythewspbutalsootherinitiativesundertakenbymaynilad. WeretherechallengesaroundWSPactivitiesrelatedtotheselonger termimpacts?ifso,howwerethey solved/howaretheycurrentlybeingaddressed?werethesechallengesanticipated?aswsp implementationcontinues,doyouexpectanyotherchallengesrelatedtotheseimpacts? 1)IncorporatingtheWSPintoMaynilad sentirebusinessandoperationalplan. 2)MayniladisthelargestwaterandwastewaterserviceproviderinthePhilippinesintermsofcustomer base.giventhelargepopulation,andsourcewatersthataredistantfromtheend users,thereare numerouspointswherethewatermaybecontaminated.totacklethischallenge,mayniladhasstrived toimproveitswatertreatment(in linechlorinators)anddistributionnetwork(rehabilitationand replacementofpipes,fixingleaks),andhassubdivideditsserviceareaintozonestofacilitate monitoring. 3)Giventhatseveralstepsinthewatersupplychain mostlyrelatedtocatchmentandrawwater conveyance arebeyondmaynilad scontrol,thecompanyhasstrivedtocoordinatecloselywith stakeholdersandaddressconcernsthatmayaffectoperations. 4)Theriskassessmentapproachrequiresashiftinparadigmfromthepartofthewaterserviceprovider. Specificallyitrequirestherealizationoftheimportanceofinvestingonasafetynetandprecautionary measurestoimprovewaterquality. 4) Assessmentofimplementation:lessonslearned Whatwerethelessonslearned(e.g.technical,institutional,policy,relatedtotheWSPprocess, outcomes,etc.)?(ifyouhadtostartthewspdevelopmentandimplementationprocessover,what wouldyoudodifferentlyandwhatwouldyoudothesame?): 1.ManagementsupportiscrucialintheformulationandimplementationofaWSP.Withoutit,securing thenecessaryresources,employeecommitmentandfinancialinvestmentswouldnothavebeen possible. 2.TheWSPshouldnotbeconsideredastand alonedocumentbutratherbeintegratedinthecompany s managementsystems.similarly,thewspmustbetreatedasalivingdocumentthatiscontinuously updatedaccordingtotheoreticalorpracticaldevelopments. 3.Ratherthantakinganisolatedstanceonthemanagementofthecatchmentareainacontextof multipleusersofthewatershed,partnershipsshouldbebuilttocreateamoresustainablesolutionthat benefitnotonlytheserviceproviderbutalsotheconcernedstakeholders. 4.Continuouscapacity buildingandtrainingsupportknowledgetransferandensurethattheoperations staffareupdatedonthelatestdevelopmentinthefieldofwatersupply. 11

12 FutureplanstoimprovetheWSPprocessbasedonlessonslearned,includingtraining: 1.ContinuerevisingandupgradingMaynilad swspregularlyandifupdatedguidelinesarereleasedby thewho.similarly,continuetorevisitthewspanddetermineiftherisksandthehazardousincidents havebeenreducedafterwspimplementation. 2.Includeclimatechange relatedissuesintheupdatedwsp. 3.Furtherreducewaterlossesinordertoreducepointswithinthedistributionsystemthatare susceptibletocontamination. 4.ExpandthementoringprogramonWSP developmenttootherwaterdistricts,serviceprovidersand stakeholders. 5) Links/supportinginformation Links,ifavailableonline: ftp://ftp.wpro.who.int/scratch/enh/maynilad%20wsp/ 12