The Ingenieur Vol 57 January-March 2014 The Ingenieur Vol 57 January-March 2014 | Page 64

INGENIEUR
One-Stop Office Complexes (OOCs): To serve
more effectively and react promptly to customer
needs in high growth areas, PBAPP established
One-Stop Office Complexes (OOCs) that are similar
in form and function to district police stations. Each
OOC is a self-contained and stand-alone “nerve
centre” that can provide a range of comprehensive
services, swiftly and directly.
Typically, an OOC would house a Customer
Care Centre, an Operations Centre, store facilities
and quarters. There are currently 4 PBAPP OOCs,
located at Rifle Range (Air Itam), Prai, Kepala Batas
and Jawi.
SATISFYING CUSTOMER NEEDS
The following table summarises PBAPP’s key
performance indicators (KPIs) in serving as
Penang’s licensed water operator in 2012:
KPIs
1.
2.
3.

4.

5.

6.
7.

8.

Penang
Percentage of Urban
Population Served
Percentage of Rural
Population Served
Network Density (km
of pipeline per sq km
of area)
Domestic Population
Served (per km of
pipeline)
Average No. of
Connections per
Employee
Non-Revenue Water
Average Domestic
Water Tariff (RM/m3)
– First 35m3
Average Industry
Water Tariff (RM/m3)
– First 500m3

National
Average*
100.0% 96.9%
99.7%

90.7%

3.93

1.65

391

206

445

354

17.6%
0.31

36.4%
0.66

1.19

1.45

* National average statistics as reported in the
Malaysia Water Industry Guide 2013.
In accordance to its ISO9001 commitment
towards continuous improvement, PBAPP also
commissions independent bi-annual public opinion
polls (POPs) to gather direct feedback from water
consumers in Penang. In the 2012 POP the Penang
,
Institute of Integrity (INPPI) interviewed 130
trade/industry consumers and 1,650 domestic
6
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VOL 57 JANUARY-MARCH 2014
VOL 55 JUNE 2013

consumers. Tables 1 and 2 summarise the key
results.

STRATEGIC INITIATIVES TOWARDS 2050
Looking ahead, Penang’s water demand will
continue to escalate in tandem with population
growth as well as increasing economic
activities. In 2012, Penang’s water demand was
984 million litres per day (MLD). Projections
indicate that by 2050, it will increase to 1,884
MLD. Bearing in mind Penang’s inherent
geographic limitations, and the related issue of
limited water resources, PBAPP has outlined the
following five key initiatives to sustain continuous
good water supply in a water-stressed state in the
future.
Implementing Holistic NRW Management
Traditionally, NRW management in Malaysia
is focuses primarily on methodologies and
programmes at water treatment plants, distribution
systems and meter positions. Reviewing the
water supply value chain in totality, PBAPP plans
to expand the scope of its NRW management
initiatives into the following new focus areas:
• Water catchments;
• Raw water supply systems – dams, canals,
mains, pumping stations and intakes; and
• Internal reticulation systems – as related
to the regulation of pipes and fittings,
pumps, roof-top tanks and suction tanks.
The goal is to sustain the lowest NRW
percentage in Malaysia, not only in existing NRW
focus areas, but throughout the water supply value
chain.
Raising the Value of Water (Tariffs & Water
Conservation Surcharge - WCS)
Penang’s domestic water tariffs are sustained as
the lowest in Malaysia via cross-subsidies from
trade consumption earnings. Although sustaining
low water tariffs is a noble social initiative and
consumer-friendly measure, primarily for the
benefit of the lower income group, the unfortunate
“by-product” is high domestic consumption.
In July 2013, Penang’s average per capita
domestic consumption reached the level of 302
litres/capita/day (l/c/d) as compared to the
national average of 212 l/c/d in 2012. As high
domestic consumption does not augur well for