Manila Water meets regulatory standard, customer demand for 24/7 water supply

The latest third-party survey of Manila Water customers shows a 91% satisfaction rating for the company’s continuing efforts in providing a 24/7 water supply with adequate pressure, even during the height of the COVID-19 pandemic. Manila Water has put forth its service improvement plan that highlights four sustainability pillars necessary to ensure the viability of the environment which sustains the water cycle, and on which the company establishes its operations even for the long term. | CONTRIBUTED PHOTO

East Zone concessionaire Manila Water Company on Tuesday said it continues to meet the standard and demand for 24/7 water supply and committed to maintaining it through its service improvement plan, as well as contingency and augmentation plans, to benefit its growing customer base.

During the recently held 2022 5th Rate Rebasing Public Consultation Drive (PCDr) for the East Zone, Jalajala Councilor Gina Bonita thanked the firm for accomplishing the resolution of the municipality of Jalajala in Rizal to provide 24/7 water supply and drinking and hand-washing facilities to all public schools in the area.

“At kami po ay nagpapasalamat dahil ginawa ito during the pandemic… At ito po ngayon ay pinakikinabangan ng ating mga eskwelahan.” (And we are thankful that this was done during the pandemic…And this is now being used by our schools.)

For his part, Manila Water customer, Gino Agapito, said, “Ako po ay isang work-from-home employee. Since pandemic, paiba-iba ang aking work shift every week. Natutuwa po ako sa service ng Manila Water dahil kahit anong oras ako gising at magbukas ng gripo, ay always available ang tubig.”

(I am a work-from-home employee. Since pandemic, my work shift varies every week. I am happy about the service of Manila Water because no matter what time I wake up and open the faucet, water is always available.)

Even during the height of the pandemic, Manila Water said it made sure to supply its customers with clean and safe water, 24/7. “Whatever situation we find ourselves in, we remain relentless in improving our services and infrastructure to fulfill our commitments to our stakeholders and the environment,” said Manila Water President and CEO Jocot De Dios.

READ: Manila Water now serves more than 7.4 million customers

Manila Water said it was able to adapt and implement different ways of work amidst the new realities brought about by the pandemic which led to the continued provision of 24/7 water supply to its customers as well as the resumption of previously suspended services and activities, while complying to government health and safety guidelines.

Contingency and augmentation

With its customer population growing from 3.1 million to the current 7.4 million and available supply fast outpacing demand for water, ensuring business continuity and uninterrupted service to customers remain the primary objectives of the utility firm.

Manila Water said it continues to work with the Metropolitan Waterworks and Sewerage System closely (MWSS) and the National Water Resources Board (NWRB) in developing new water sources even as the agencies have approved the implementation of the much-needed interim additional sources.

These include the maximization of the 100 million-liter-per-day (MLD) capacity of the Cardona Water Treatment Plant, which draws water from Laguna Lake; the operation of deep wells that can provide an additional 115 MLD; and the operation of the 20-MLD Marikina Portable Water Treatment Plant, which can treat water from the Marikina River.

READ: Manila Water strengthens its wastewater master plan in support of sustainable development

Manila Water also said it implements operational adjustments when needed, such as backwash recovery or re-treating the wastewater byproduct of the water treatment process while ensuring the efficiency of its network distribution, maximizing its distribution reservoirs and operating line boosters so that uninterrupted water supply continues to reach elevated and far-flung areas of the concession.

Service improvement plan

The company likewise said it has put forth its service improvement plan to continuously meet its service obligations. The service improvement plan highlights four sustainability pillars necessary to ensure the viability of the environment which sustains the water cycle, and on which the company establishes its operations even for the long-term.

These pillars are Water Security, to ensure adequacy of water resources for current and future customers; Service Accessibility, to expand service coverage to more communities in the East Zone; Service Continuity, to ensure that customers continue to receive high-quality service even in the event of natural calamities; and Environmental Sustainability, to safeguard the sustainability of the environment that supports the East Zone, the Manila Water noted.