Gearing Up to Become
a Global Filipino Water Company
2021 Integrated Report
Sustainability
GRI 103-1, 103-2, 103-3, SASB IF-WU-450A.4
Providing water and wastewater services as a key ingredient to sustainable communities.
Customers from Sitio Gulayan in Laguna are provided with reliable access to clean and affordable water.
Management Approach
Manila Water is a vital partner in every community it serves. The Company is committed to helping uplift the quality of life of communities by addressing their basic need for clean water and sanitation. This is the Company's contribution to the attainment of the target of the Sustainable Development Goals which seeks to increase the population with access to clean water and proper sanitation.
Water and Wastewater Access
In keeping with the people's right to clean water and sanitation, Manila Water continues to lower the barrier to access through its ‘Tubig Para Sa Barangay' (TPSB) program, enabling 779 new connections in the East Zone's marginalized communities to avail themselves of the Company's water services for considerably lower costs and less stringent requirements. In the same manner, the Company endeavors to maximize the positive impacts of its operations by supplying clean water through 1,249,6141 water service connections, translating to 11,796,2562 people across the Philippines and Southeast Asia. The increase is attributable to the contribution of new operating business units such as Tagum Water, Calbayog Water, and South Luzon Water.
1 Water service connections is the number of billed connections in the concession area, which is measured by count
2 Population served with water includes all active and temporarily disconnected accounts
Performance
Water service connections
Desludged septic tank
TPSB connections
Sewer connections
Population served with water
Customer Concern Resolution Rate
Manila Water provides for safe water beyond the immediate confines of their dwellings such as public markets, schools and hospitals.
1,249,614 water service connection
779 new TPSB connections in East Zone
11,796,256 population served w/ water
336,659 sewer connections
89,998 desludged septic tank
90% East Zone Customer Satisfaction Score
98% customer concern resolution rate w/in defined timeframe of each business unit's service obligation
Wash in Pandemic
921,079 individuals served
34 hygiene facilities constructed
3,700 hygiene kits distributed
Flagship Programs
273,462 individuals served thru Lingap, Ahon Sanitasyon, Health in our Hands and Agapay
Manila Water also contributes to the improvement in overall health and sanitation conditions by desludging 89,998 septic tanks. In addition, the Company continues to maintain its service levels on its sewer services with cumulative sewer connections at 336,659 and will push through with its wastewater coverage expansion projects.
Customer Experience
While Manila Water looks after the urban poor, it does not lose sight of the rest of its customer base. The Company ensures that its level of service is able to keep up with the heightened expectations and demands of its customers. 98% of billings and service customer concerns received for the year were resolved within the defined time frame of each business unit's service obligation.
Company continues to reach out to as many customers as possible by increasing its communication channels such as customer service hotline, SMS bill inquiry, email, official Facebook, Twitter and Manila Water App. For 2021 Manila Water App includes more features for customers' convenience such as service advisories and interruptions, project and traffic advisories and lodging of service concerns through M.W. C.A.R.E.S.
Community Support
Manila Water is able to expand its operations even beyond the Company's requirements through the programs of the Manila Water Foundation. Responding to the needs of communities affected by Typhoon Odette, Manila Water Foundation in coordination with the Philippine Coast Guard, sent 3,000 units of 5-gallon Healthy & Pure drinking water and 300 cases of hygiene products donated by P&G Safeguard Philippines to displaced families in Cebu. This is the first of its series of deployments for those affected by the calamity.
Continuing the Company's support to the efforts of the government in addressing the threats of COVID-19, the WASH in Pandemic program has served 921,079 individuals through the provision of 3,700 hygiene kits, 34 hygiene facilities. In addition to its pandemic responses, Manila Water Foundation reaches out to the marginalized communities through its flagship programs: Lingap, Agapay, Ahon Sanitasyon, and Health in our Hands, reaching 273,462 individuals across the Philippines.
Regular desludging every five years prevents untreated wastewater from directly flowing to waterways
Manila Water App helps customers easily access and pay their bills as well as lodge their concerns at their convenience.
Continuing the Company's support to the efforts of the government in addressing the threats of COVID-19, the WASH in Pandemic program has served 921,079 individuals through the provision of 3,700 hygiene kits, 34 hygiene facilities. In addition to its pandemic responses, Manila Water Foundation reaches out to the marginalized communities through its flagship programs: Lingap, Agapay, Ahon Sanitasyon, and Health in our Hands, reaching 273,462 individuals across the Philippines.
