上海浦東威立雅自來水有限公司演示課件

1、13/09/2022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13/09/20222演示內(nèi)容Contents of the presentation 公司簡介General presentation of the company 2002-2009年間改進2002 2009: Improvements13/09/2022合同概況Contract關鍵數(shù)據(jù)Key Facts1公司簡介General presentation of the company13/09/20224合同概況Contract

2、股權比例(50:50) Partner (50% vs. 50%)關鍵數(shù)據(jù)Key events:中國首次引進外國企業(yè)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(yè)性質(zhì)從國有企業(yè)改為中法合資企業(yè) 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(yè) 50:50 Joint V

3、enture, only 1 in Shanghai上海水務資產(chǎn)經(jīng)營發(fā)展公司Shanghai Water Assets Operation and Development Co., Ltd13/09/20225合同概況Contract服務區(qū)域：672 km2Service Area: 672 km25家自來水廠9個泵站 5 Water Treatment Plants, 9 Pumping Stations 管網(wǎng)長度： 3,793 km (diameter 75mm1,800 mm) Network: 3,793 km（管徑75mm1,800 mm）服務人口：4百萬Population ser

4、ved: 4 million水表數(shù)量達1,067,000塊 1,067,000 water meters 4 個營業(yè)中心4 Agencies 員工總數(shù)達12251,225 employees 平均日處理能力達145立方米/天Average daily capacity:1.45 million m3/day13/09/2022生產(chǎn)Production水質(zhì)Water quality管網(wǎng)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HR, H&S and Traini

5、ng技術創(chuàng)新與首創(chuàng)Innovation and initiatives22002 2009年間改進2002 2009: Improvements13/09/202272002-2009: 增長與改進Growth and Improvements20022009服務區(qū)域(km2)Service Area (km2)319672+110%管網(wǎng)長度(km)Network Length (km)1,9753,793+92%水表數(shù)量(塊)No. of Water Meters573,000 1,067,000+86%售水量(Mm3)Sales Volume (Mm3)277393+42%13/09/20

6、2210水質(zhì)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 GB5749-2006 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

7、2002 to 0.10 NTU in 2009 管網(wǎng)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% in 2009改善水廠水質(zhì)在線監(jiān)測 Improved online control in water plants13/09/202211水質(zhì)Water Quality創(chuàng)建一流化驗室，能開展新國標GB5749-200

8、6 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(diào)查水質(zhì)情況。Self-control plan to survey water quality since 20052009年采集水樣數(shù)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(wǎng)水采樣點及25個水質(zhì)在線監(jiān)測點100 sampli

9、ng points and 25 online water quality points in the network跟蹤涉及水質(zhì)問題客戶來電，有關水質(zhì)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 0.47% of the total13/09/202212管網(wǎng)管理Network Management管網(wǎng)大規(guī)模擴展Significant expansion of the network 從2002年1975km增加

10、至2009年的3793km。1,975 km in 2002 to 3,793 km in 2009管理軟件開發(fā)Development of management tools降低無收益水量Reduction of Non-Revenue Water2006年10月整合浦江鎮(zhèn)業(yè)務Integration of Pujiang Town in October 20062008年4月整合浦東新區(qū)業(yè)務Integration of Pudong New District in April 2008管網(wǎng)長度增加92%。+ 92% network length13/09/20221613/09/202216管

11、網(wǎng)管理Network Management管網(wǎng)改造新方法- MOSARE（管網(wǎng)分析統(tǒng)計模塊） Implementation of new pipe network renewal method - MOSARE2007年起用的新維修工單New reparation sheet in 200713/09/20221713/09/202217管網(wǎng)管理Network ManagementGPS技術應用Implementation of accurate GPS technology便攜GPS Portable GPS實時動態(tài)定位RTK13/09/20221813/09/202218無收益水Non-R

12、evenue Water管網(wǎng)中無收益水分布NRW distribution over the network產(chǎn)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(fā)律師信Lawyers letter to illegal user員工激勵機制Employee motivation policies13

13、/09/20221913/09/202219控制中心Control Center通過SCADA系統(tǒng)實現(xiàn)水廠、泵站及430個管網(wǎng)網(wǎng)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(tǒng)，水力模型 GIS, Hydraulic Model統(tǒng)一調(diào)度Centralized coordination of operations 優(yōu)化運行指令（響應，聯(lián)系） Optimization of operation instructions (re

14、activity, communication)系統(tǒng)于2004年12月投入使用System operating since December 2004集成信息系統(tǒng)（EXPO） Integrated information system (EXPO)13/09/20222113/09/202221客戶服務Customer Service不同用水性質(zhì)銷售情況 Water Sales in Categories用水性質(zhì)水表售水量%住宅95.01%35.02%商業(yè)/服務業(yè)/行政4.14%23.63%工業(yè)0.84%17.83%轉(zhuǎn)供水0.01%6.05%其他0.00%17.47%總計100.00%100.

15、00%13/09/20222213/09/202222客戶服務Customer Service 呼叫中心Call centerA 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 coming 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

16、7天，每天24小時全天候服務，讓客戶不必前往營業(yè)廳即可辦理各類型業(yè)務。新聯(lián)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(shù)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(wǎng)上繳費系統(tǒng) （彈出窗口） On line access to the billing system (pop-up screen)網(wǎng)上申訴On line registratio

17、n of the Claims自動向技術團隊派送工單（新網(wǎng)絡） Automatic transfer of the Service Order to the technical team（using new Network）在營業(yè)中心設置遠程呼叫中心Remotes Call Centers in the Agencies采用新統(tǒng)計方法及尖端工具實現(xiàn)呼叫中心監(jiān)控。New statistics and sophisticated tools to monitor the new Call Center13/09/20222313/09/202223客戶服務Customer ServiceVIP 客

18、戶VIP Customers創(chuàng)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(yè)軟件（ VIP 系統(tǒng)）負責大客戶水表管理，We have created a special team to manage those meters using a special new Software (VIP System). 為大客戶安裝

19、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(zhì)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 Information is being collected in order to position underground meters accurat

20、ely for Big Customers. 13/09/20222413/09/202224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 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E

21、very year, review of conditions and action plan with corrective measures. 健康與安全管理系統(tǒng)：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 and Safety (OSHAS18001) in 2004. 凌橋水廠及泵站于2006年通過OSHAS18001認證In 2006: Linq

22、iao WTP and Pump Stations OSHAS18001 Certification管網(wǎng)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(shù)達1225名 1225 Employees in 200913/09/20222513/09/202225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、

23、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(shù)45-50時/年/人， 2008年總培訓時數(shù)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?shù)亟M織，或由威立雅水務亞太培訓中心統(tǒng)一安排Tr

24、ainings organized locally or through VW Asia Pacific受訓員工比例Percentage of trained employees13/09/20222613/09/202226技術創(chuàng)新Innovation過去四年所開展提升技術水平與技術創(chuàng)新舉措：Several initiatives to promote technical progress and innovation have been developed in the last four years:聯(lián)合同濟大學環(huán)境科學和工程學院開展活性炭過濾研究 Activated Carbon filtering study in cooperation with the College