1、)12/16/2021上海浦東威立雅自來水有限公司Shanghai Pudong Veolia Water Corporation Limited2010年5月19日12/16/20212演示內容Contents of the presentation 公司簡介General presentation of the company 2002-2009年間改進2002 2009: Improvements)12/16/2021合同概況Contract關鍵數據Key Facts1公司簡介General presentation of the company12/16/20214合同概況Contra

2、ct股權比例(50:50) Partner (50% vs. 50%)關鍵數據Key events: 中國首次引進外國企業負責制水、輸配及服務 First time in China invited foreign investor in charge of water production, distribution and customer service 企業性質從國有企業改為中法合資企業 Legal status from State Owned Enterprises to Sino French Joint Venture 上海唯一一家股權比例為50/50合資企業 50:50 Jo

3、int Venture, only 1 in Shanghai上海水務資產經營發展上海水務資產經營發展公司公司Shanghai Water Assets Operation and Development Co., Ltd12/16/20215合同概況Contract服務區域：672 km2Service Area: 672 km25家自來水廠9個泵站 5 Water Treatment Plants, 9 Pumping Stations 管網長度： 3,793 km (diameter 75mm1,800 mm) Network: 3,793 km（管徑75mm1,800 mm）服務人口：

4、4百萬Population served: 4 million水表數量達1,067,000塊 1,067,000 water meters 4 個營業中心4 Agencies 員工總數達12251,225 employees 平均日處理能力達145立方米/天Average daily capacity:1.45 million m3/day)12/16/2021生產Production水質Water quality管網管理、無收益水(NRW)、控制中心Network management, NRW, Control Center客戶服務Customer Service人力資源、健康與安全及培訓

5、HR, H&S and Training技術創新與首創Innovation and initiatives22002 2009年間改進2002 2009: Improvements12/16/202172002-2009: 增長與改進Growth and Improvements20022009服務區域(km2)Service Area (km2)319672+110%管網長度(km)Network Length (km)1,9753,793+92%水表數量(塊)No. of Water Meters573,000 1,067,000+86%售水量(Mm3)Sales Volume (

6、Mm3)277393+42%12/16/20218生產Production5家自來水廠總處理能力達145萬立方米/天：5 water plants with daily capacity of 1.45 Mm3/d: 臨江水廠Linjiang WP: 600,000 m3/d 凌橋水廠Lingqiao WP: 400,000 m3/d 楊思水廠Yangsi WP: 250,000 m3/d 居家橋水廠Jujiaqiao WP: 100,000 m3/d 陸家嘴水廠Lujiazhui WP: 100,000 m3/d 2002-2009年間處理能力上升了25%。25% of additional

7、 productioncapacity from 2002 to 200912/16/20219生產Production臨江水廠擴建工程：采用 ACTIFLO 加 TGV濾池緊湊設計增加20萬立方米/天處理能力 Linjiang WTP extension : 200,000 m3/d of additional capacity with compact technology ACTIFLO and TGV filters凌橋水廠進水口：進水口延長360米，確保了取水量并優化了水質。進水泵站改造 Linqiao WTP intake : Extension of the water inta

8、ke by about 360m. Guaranteed water quantity and improved water quality. Reconstruction of intake pump station 居家橋水廠更新改造：水質控制、加藥系統、加氯系統、自動化控制、電力系統、水泵 Jujiaqiao Renewal : Water quality control, dosing system, chlorination system, automation and control, power system, pumps錳處理：凌橋水廠、居家橋水廠、楊思水廠、陸家嘴水廠（臨江水

9、廠實施中）Mn Treatment : Linqiao WTP, Jujiaqiao WTP, Yangsi WTP, Lujiazui WTP (Linjiang WTP in progress)12/16/202110水質Water Quality2002-2006年間全面滿足國標GB5749-1985要求 Comprehensive compliance with GB5749-1985 regulation during 2002 2006 period為新國標GB5749-2006實施準備中In preparation for compliance with new GB5749-2

10、006 regulation 平均濁度改善Improved average turbidity 出廠水濁度從2002年0.20NTU下降到2009年0.10NTUWater Plant - 0.20 NTU in 2002 to 0.10 NTU in 2009 管網水濁度從2002年0.41NTU下降到2009年的0.26NTU Network - 0.41 NTU in 2002 to 0.26 NTU in 2009 錳達標率從2002年61%上升至2009年97.83%。Manganese compliance Improved from 61% in 2002 to 97.83% i

11、n 2009改善水廠水質在線監測 Improved online control in water plants12/16/202111水質Water Quality創建一流化驗室，能開展新國標GB5749-2006 全指標分析Creation of a first-class Central Laboratory capable of analyzing all parameters of GB5749-2006 regulation自2005年起制定自控計劃調查水質情況。Self-control plan to survey water quality since 2005 2009年采集

12、水樣數達4500個；檢測結果達9萬份。2009: 4,500 samples taken; 90,000 test results per year共設有100個管網水采樣點及25個水質在線監測點100 sampling points and 25 online water quality points in the network跟蹤涉及水質問題客戶來電，有關水質投訴比例大幅度下降低至0.47%。Follow-up of customers calls concerning water quality. Sharp reduction of complains to less than 0.

13、47% of the total12/16/202112管網管理Network Management管網大規模擴展Significant expansion of the network 從2002年1975km增加至2009年的3793km。1,975 km in 2002 to 3,793 km in 2009管理軟件開發Development of management tools降低無收益水量Reduction of Non-Revenue Water2006年10月整合浦江鎮業務Integration of Pujiang Town in October 20062008年4月整合浦

14、東新區業務Integration of Pudong New District in April 2008管網長度增加92%。+ 92% network length12/16/20211312/16/202113管網管理Network Management建立水力模型，用于管網診斷、規劃及設計；建立水質模型Implementation of Hydraulic Model of the Network for diagnostic, planning and design; development of water quality model12/16/20211412/16/202114管

15、網管理Network Management建立地理信息系統（GIS），作為地下資產及事件數據庫，為施工作業提供支援： Implementation of Geographic Information System (GIS) as database of underground assets, events and support for operations:管線、閥門、消防栓、水表、壓力點、流量計、水質采樣點、滲漏點修復、停水管理、客戶投訴等Pipes, valves, fire hydrants, all meters, pressure points, flow meters, wat

16、er quality sampling points, leakage reparation, water cut-offs, customer complaints12/16/20211512/16/202115管網管理Network Management分區管理：安裝了430個電磁流量計，將管網分成34個水力區域。Zoning project, creation 34 hydraulic zones through the installation of 430 electromagnetic flow-meters12/16/20211612/16/202116管網管理Network M

17、anagement管網改造新方法- MOSARE（管網分析統計模塊） Implementation of new pipe network renewal method - MOSARE2007年起用的年起用的新維修工單新維修工單New reparation sheet in 200712/16/20211712/16/202117管網管理Network ManagementGPS技術應用Implementation of accurate GPS technology便攜GPS Portable GPS實時動態定位RTK12/16/20211812/16/202118無收益水Non-Reve

18、nue Water管網中無收益水分布NRW distribution over the network產生無收益水主要原因Main reasons of NRW 讀表管理Meter reading management 非法用水Illegal connections 消防栓管理Fire hydrant management 漏損Leakage 有效控制措施Measures effective 水表GPS定位Meter locating by GPS 向非法用戶寄發律師信Lawyers letter to illegal user 員工激勵機制Employee motivation polici

19、es12/16/20211912/16/202119控制中心Control Center通過SCADA系統實現水廠、泵站及430個管網網點與控制中心間連接。Water Plant, Pumping Station and 430 network points connected to Control Center via SCADA systemGIS系統，水力模型 GIS, Hydraulic Model統一調度Centralized coordination of operations 優化運行指令（響應，聯系） Optimization of operation instructions

20、 (reactivity, communication)系統于2004年12月投入使用System operating since December 2004集成信息系統（EXPO） Integrated information system (EXPO)12/16/20212012/16/202120客戶服務Customer Service客戶水表：由4個營業中心負責管理。營業中心同時還負責小型地下水表（約占總售水量37%）管理。Tap meter: Managed by 4 agencies, agencies also managed small underground meter. (

21、around 37% of total consumption)大客戶水表: 指由大客戶部管理管徑大于40mm地下水表（占總售水量50%） Big customer meter: Diameter 40mm underground meter managed by big customer department (around 50% of total consumption)12/16/20212112/16/202121客戶服務Customer Service不同用水性質銷售情況 Water Sales in Categories用水性質水表售水量%住宅95.01%35.02%商業/服務業

22、/行政4.14%23.63%工業0.84%17.83%轉供水0.01%6.05%其他0.00%17.47%總計100.00%100.00%12/16/20212212/16/202122客戶服務Customer Service 呼叫中心Call center A new call center of 16 positions with 30 employees (7d/7 and 24h/24) opened on 31th December 2004.Customers will be allowed to manage more and more operations without co

23、ming to our agencies. 新建呼叫中心設有16個席位，共30名員工，于2004年12月31日投入使用，為客戶提供每周7天，每天24小時全天候服務，讓客戶不必前往營業廳即可辦理各類型業務。新聯系方式：短信、電子郵件、傳真、信函等New means of contacts：SMS, Email, Fax, Letters從5條模擬線路增加到60條數字線路（2條E1線， 每條支持30路電話線） More lines from 5 Analogical lines to 60 Digital lines (2E1/3trunks each)網上繳費系統 （彈出窗口） On line

24、access to the billing system (pop-up screen)網上申訴On line registration of the Claims自動向技術團隊派送工單（新網絡） Automatic transfer of the Service Order to the technical team（using new Network）在營業中心設置遠程呼叫中心Remotes Call Centers in the Agencies采用新統計方法及尖端工具實現呼叫中心監控。New statistics and sophisticated tools to monitor t

25、he new Call Center12/16/20212312/16/202123客戶服務Customer ServiceVIP 客戶VIP Customers 創建大客戶部Create Big Customer Unit8047 個大客戶（ DN 40 mm ）約占總售水量50%。 8 047 Biggest Customers (DN 40 mm) represent around 50% of the total volume of our sales.組建專門團隊以新的專業軟件（ VIP 系統）負責大客戶水表管理，We have created a special team to m

26、anage those meters using a special new Software (VIP System). 為大客戶安裝無線遠傳水表和GSM水表Radio and GSM meters for Big Customers為保障大客戶水表讀表質量，著手安裝GPRS無線遠傳水表。To guarantee the quality of reading of our Big Customers, have started to implement Radio Meters with GPRS transmission. 收集GPS信息，準確定位大客戶地下水表GPS Informatio

27、n is being collected in order to position underground meters accurately for Big Customers. 12/16/20212412/16/202124人力資源 健康與安全 Human Resources - Health & Safety2002年11月組織健康與安全審查，查出近200個安全風險。已實施強化行動計劃。General Health and Safety audit carried out in November 2002. Near 200 safety risks detected. An

28、intensive action plan has been implemented. 每年檢查健康與安全條件及行動計劃實施情況，制定修正措施Every year, review of conditions and action plan with corrective measures. 健康與安全管理系統：臨江水廠于2004年通過健康與安全國際標準認證（ OSHAS18001） Health and Safety Management System: Linjiang WP was certified with the international standard for Health a

29、nd Safety (OSHAS18001) in 2004. 凌橋水廠及泵站于2006年通過OSHAS18001認證In 2006: Linqiao WTP and Pump Stations OSHAS18001 Certification管網部，客服，浦茂公司于2008年通過OSHAS18001認證 In 2008: Network Department, Customer Service and Pumao Co., OSHAS18001 Certification. 2009年員工總數達1225名 1225 Employees in 200912/16/20212512/16/202

30、125人力資源 培訓Human Resources Training啟動技能本位培訓項目Launching CBT大力推廣各類培訓：技術、財務、健康與安全、英語、管理、IT等。Strong impulse to all trainings: technical, financial, H&S, English, management, IT目標是受訓員工比例達100%。Target of 100% of the employees being trained。人均培訓時數45-50時/年/人， 2008年總培訓時數為655,441小時。45-50 hours training /year/employee. 655,441 hours of training in 2008培訓由本單位在當地組織，或由威立雅水務亞太培訓中心統一安排Trainings organized locally or through VW Asia Pacific受訓員工比例受訓員工比例Percentage of trained employees12/16/20212612/16/202126技術創新Innovation過去四年所開展提