The Ingenieur Vol 57 January-March 2014 The Ingenieur Vol 57 January-March 2014 | Page 61

a national security asset. Accordingly, PBAPP
acquired the MS/IEC 27001:2007 certification for
its I.T. system to reinforce the security of its highly
automated daily operations.
Integrated Revenue Management System (iRMS)
The iRMS is a proprietary on-line integrated
billing system developed by PBAPP to facilitate
efficient bill collection. Since 2002, the iRMS
has facilitated online linkages amongst the
Corporate Services, Finance, I.T. and Operations
departments’ e-databases to provide accurate
status reviews and on-line updating of every single
customer account. It also supports the success
of PBAPP’s Customer Care Centres and 24-hour
Call Centre.
Strumap Geographical Information System (GIS)
In 2001, PBAPP began implementing its
Strumap Geographical Information System
(GIS). With online integration of engineering
data, consumer data, aerial photography and a
catchment area plan onto a “strategic network
model”, the system facilitates analyses of water
demand, distribution network, leakages, supply
interruptions and water source tracing, as well
as water quality modelling.
Data from the system is also being used
to manage and conserve gazetted catchment
areas and safeguard raw water sources. Water
catchments are the beginnings of the water supply
value chain. PBAPP monitors water catchments in
Penang by superimposing satellite photographs
of land lots gazetted as catchments to detect
encroachments or other illegal activities.
Water Supply (Catchment Area) Orders –
Conservation of Catchments
PBAPP helped to draft the Water Supply (Catchment
Area) Order 2004 under the Penang Water Supply
Enactment 2004 that was published by the Penang
State Government. This order is an environmentfriendly legislation that bans all potentially
destructive commercial activities in 62.9 sq.
km of green hill areas and forestlands that have
been delineated as water catchment areas. These
areas are now “reserved” for eco-friendly activities
such as camping, hiking, jungle trekking and bird
watching, as well as the establishment of lowimpact eco-tourism projects that allow people

to interact positively with the refreshing natural
environment.
Protection of Penang’s precious green
areas was further enhanced by the Water Supply
(Catchment Area) 2009, which states that lowimpact eco-friendly and eco-tourism projects are
allowed only in “downstream areas”.
As these forestlands serve as critical
green lungs which house the natural habitats for
thousands of species of indigenous flora and
fauna, the orders have effectively preserved the
natural heritage of the state in the interests of
sustaining continuous good water supply.
COMPETITIVE ADVANTAGES
As part of its commitment to continuous
improvement in water supply, PBAPP also
implemented the following programmes to
consolidate its competitive advantages:
Uninterruptible Water Supply Programme (UWSP)
• Targeted
at
maximising
customer
satisfaction while minimising the adverse
effects of supply interruptions, the UWSP’s
key elements include:
• Continuous on-going replacement of outdated pipes that are prone to bursting;
• Scheduled supply interruptions from
midnight to dawn;
• Expedite emergency repairs with the
establishment of the 24-hour Call Centre;
• Completion of all emergency repair work
within 24 hours;
• Utilisation of technology (where possible)
to fit and join pipes without interrupting
supply; and
• A materials committee to review and
approve materials for use in water supply
networks.
Non-Reve