Kuala Lumpur – With seven years left to realise our 2030 vision to become the leading water services provider in Asia, Pengurusan Air Selangor Sdn Bhd (Air Selangor) recorded various achievements in 2022 in terms of our operational and customer experience journey, as well as our continuous initiatives with the community, clearly setting the way forward for the company for 2023 and beyond.
2022 has given Air Selangor its fair share of changes and challenges. From the endemic phase of Covid-19 in April to the water tariff adjustment for non-domestic and special categories consumers in August, we remain committed to provide Joy in Every Drop to its 9.1 million consumers in Selangor, Kuala Lumpur and Putrajaya.
Some of the milestones that Air Selangor has attained in 2022 include:
- completed pipe replacement works on 77.2 kilometres of old pipe network,
- achieved a Pipe Burst Index (PBI) of 5.35 pipe burst cases per 100 kilometres, lower than the PBI international benchmark of 13 pipe burst cases per 100 kilometres,
- achieved a Non-Revenue Water (NRW) rate of 27.76%, equivalent to water savings of 210.16 million litres per day (MLD), indirectly optimising operating costs and ensures Air Selangor’s resources’ efficiency,
- successfully increased water reserve margin to 12.02%, a stark improvement from just 3% in 2015,
- started development works for Stage 1 of its Rasau Water Supply Scheme, expected to be completed in 2025, which will be able to supply 700 million litres of clean and safe treated water per day to further increase our water reserve margin,
- complied with MOH Drinking Water Quality Standards of 99.85%,
- scored an overall Net Promoter Score (NPS) of +14 in the Customer Satisfaction Index (CSI) survey, up by nine points from +5 in 2021. NPS is a global market research metric to measure customer loyalty and satisfaction,
- became the first water services provider in Malaysia to obtain the ISO 18295-2:2017 certification for our customer contact centres from the International Organisation for Standardisation (ISO),
- added 341,258 customers to our e-Bil programme, making the total number of customers receiving their monthly water bills via email or WhatsApp at more than 1.6 million customers,
- received more than 20,000 new registrations in 2022 under the Skim Air Darul Ehsan (SADE) programme which was introduced by the Selangor State Government to ensure underprivileged communities are provided with access to clean and safe treated water, making the total number of registrations since the scheme’s inception in 2019 at 282,038 registrations,
- assisted more than 1,600 families, individuals, and charity homes through our Corporate Social Responsibility (CSR) Sesama Mara programme,
- organised the Kita Jaga Air Challenge 2022, which was aimed at spreading awareness and educating UM students and staff on water-saving measures. This competition was part of our MoU and MoA with Universiti Malaya (UM) in the areas of water conservation, and was inspired by the Water Handbook, a collaboration between Air Selangor experts and academicians from UM.
Moving forward in 2023, we are committed to intensifying several of our initiatives, with a focus on pipe replacement works at critical locations such as Gombak and Petaling regions. Besides that, we will continue to work together with the National Water Services Commission (SPAN) on water conservation awareness programmes among the general public and schoolchildren, leveraging on our successful collaboration with the popular animation character, BoBoiBoi Air.
Air Selangor’s planned initiatives for 2023 include:
- Operational excellence
- Pipe replacement works: To complete and commission 110 kilometres of pipes and focus on replacing critical aging pipes to ensure that customers have continuous access to clean and safe treated water supply through an extensive network of 30,422 kilometres of pipelines.
- Water reserve margin: To achieve a target of 19.8% with the completion of the Langat 2 Northern Corridor by PAAB (Pengurusan Aset Air Berhad) in December 2023.
- NRW: To reduce NRW rate to 27% through leakage management programmes such as pressure management, assets replacement, active leakage control, as well as speed and quality of repair.
- New assets development: Groundbreaking ceremony for Rasau and Labohan Dagang Water Supply Schemes scheduled in the first half of 2023.
- Rehabilitation and upgrading of assets:
- To complete the rehabilitation of four unused reservoirs
- To complete the rehabilitation and upgrading of 10 pumphouses
- Implementation of Renewable Energy (RE): To commission our self-consumption 9MWac solar photovoltaic (PV) panels at Sungai Selangor Water Treatment Plant. This is part of our journey to become carbon neutral by 2040, and to also support Malaysia’s commitment to carbon neutrality by 2050.
- Customer experience
- Smart water meter: To begin implementation of smart water meter installation to replace existing water meter in stages beginning mid-February. The smart water meter is a digital device that automatically records data on water consumption. These data can show the patterns on water consumption which in turn can promote a smarter way for consumers to manage their water consumption.
- Protection of raw water sources: To ramp up community engagement efforts, especially with the communities in critical locations where cases of pollution and pipe burst continue to reoccur. We want to leverage on these communities to help with early detection of pollution or pipe burst cases.
- Sesama Mara: To continue enhancing and expanding our Sesama Mara programmes focusing on the pillars of community, education and health.
- Community: To expand brand partnership and tap on digital platform to reach a bigger audience and create more exposure for our Box of Hope initiative. Box of Hope is an initiative to help the B40 community in Selangor, Kuala Lumpur and Putrajaya with basic food necessities provision.
- Education: To provide sustainable and accesible online education to B40 students, focusing on their education performance for impact measurement.
- Health: To provide health assistance in the form of basic medical check-ups to residents at welfare homes (children and senior citizens), providing them with peace of mind.
With all these initiatives in the pipeline, Air Selangor looks forward to building upon the progress we have made and remains committed to our endeavour by applying the highest standards of excellence throughout every touchpoint – from water abstraction to the delivery of clean and safe treated water to homes and businesses. Enhancing customer experience will continue to be Air Selangor’s focus, as it has always been.
For more information on water and Air Selangor, please visit Hydro Hub, Air Selangor’s one-stop content platform for all at hydrohub.airselangor.com.
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