2011 可持續發展報告概況
Síntese do Relatório de Sustentabilidade
Summary Sustainability Report
Message from the Executive Director and
Chairman of the Corporate Responsibility Committee
Macao Water
2011 Summary Sustainability Report
Message from the Executive Director and
Chairman of the Corporate Responsibility Committee
Sustainability Planning Requires Great Deliberations
2011 marks the twenty-sixth anniversary of Macao Water. Past the Jubilee celebration and ending of the first concession period, we had a smooth start last year with the extension of the concession contract. We are now like a 26-yearold fresh graduate, starting to make a humble contribution to society. We are proud of our past achievements and we
have big visions moving forward. Our 26 years of operating experience as well as Macao’s changing social environment, constantly remind us that, as a utility company, we should take a pragmatic approach and plan for challenges
ahead. Given our background and the current economic environment, adopting Corporate Sustainability best practices is the right choice when facing future challenges.
Last year was the first year of the extended concession contract. Macao Water established its Corporate Responsibility
Committee, published its first Corporate Sustainability Report, and started a new chapter in its sustainable development journey.
This year, our focus is to implement our corporate sustainability strategy, work towards achieving the objectives of the
5 priorities and delivering the 12 action plans (“5+12”), which will steadily enhance our sustainability management
and performance. The objectives and targets of this “5+12” plan cover a wide range of aspects, including energy conservation, customer service, product quality, employee occupational health and safety, stakeholders engagement and
community development. As always, when setting the targets for the “5+12” plan, we have considered a broad range
of factors, including: the actual regional environment, reference cases in neighboring regions, the characteristics of our
industry, the corporate sustainability principles of our two parent companies, internal evaluation and data analysis, the
advice from external experts, the aspirations of key stakeholders, and so on.
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In 2011, our corporate sustainability achievements are remarkable. We have completed the pump overhaul programme, improved pump efficiency and enhanced energy efficiency. We also significantly reduced non-revenue water
from 12.5% to 8.8%, supported the Water Saving Rebate Scheme and fulfilled our pledge to the Macao Government
and citizens in conserving water. With the Government support, we tackled the pollution source causing algal bloom
in the Main Storage Reservoir; kicked off the consulting project for wastewater recycling and prepared for the use of
treated wastewater in Macao. Internally we reduced kitchen waste by improving the management of our canteen and
sending food waste for composting at the IACM (Civic and Municipal Affairs Bureau), re-organised our occupational
health and safety committees and seeded an HSE culture. As part of our humble effort in fulfilling our corporate responsibility, we also continued our supporting the Macao Special Olympics and other disadvantaged groups.
On the other hand, we still need to work hard on many areas, including the following main key tasks. Find a better
treatment and disposal method for the drainage from the sedimentation tanks. Further improve the working environment of our employees, such as improving pedestrian and vehicle safety when they go in and come out of the headquarters during rush hours. Consider installing covers for the water treatment facilities in Ilha Verde Water Treatment
Plant to improve the protection of the open top water tanks from falling objects as there are more and more high-rise
buildings surrounding the plant. Continue the implementation of our green procurement policy, taking into account
cost, practicality and environmental protection. Optimize and improve the safety and interior design along the plant
tour route in Ilha Verde Water Treatment Plant. These are the key tasks in our corporate sustainability journey for 2012
and beyond. We will dedicate our efforts to accomplishing these improvements.
By publishing this sustainability report which complies with international standards, we aim at improving our transparency and helping the public, our customers and the Government, better understand our company. We hope that
this report will also help our stakeholders appreciate the challenges ahead, and discover how Macao Water is taking a
proactive approach towards its sustainable development and gradually integrating corporate sustainability principles
and best practices into its core business.
Corporate sustainability development requires great care and attention. We have made a good start in laying out our
blueprint for corporate sustainability and playing our role as a corporate citizen. This successful start reinforces our
confidence in meeting the challenges ahead.
This is a summary report highlighting our major achievements in sustainability development in 2011. For more information on our company structure, operation and financial performance, please go to our website: www.macaowater.
com and download our latest Annual Report and Sustainability Report. We welcome your feedback. Please send us
your feedback to: [email protected]
Felix Fan Xiaojun Executive Director and Chairman of the Corporate Sustainability Committee
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About Macao Water
The Macao Water Supply Company Limited (Macao Water) is a privately owned company. 85% of its shares are held by
Sino-French Holdings (Hong Kong) Limited, a partnership between Suez Environnement of France and NWS Holdings
Limited of Hong Kong.
Being the only water supply company in Macao, Macao Water is responsible for the delivery of reliable and high quality drinking water to the community of Macao including residents, businesses and the Government. The company
achieves this through the use of advanced water treatment plants, a network of 600 km of pipes, world class water
quality monitoring, and customer relationship management systems.
Macao has no significant freshwater sources of its own. Macao Water obtains raw water from the Modaomen Waterways of the West River in Zhuhai City, uses advanced technology to treat the raw water and distribute to the end users
with potable water meeting stringent European Standards. One of our major responsibilities is to continuously maintain and improve the entire water supply and distribution system including customer service procedures.
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Mission
•
Ensure the continued supply of quality drinking water that meets or even surpasses European standards
•
Improve customer services in a sustainable and cost-effective way
•
Remain conscious of our environmental and social responsibilities
•
Build a highly qualified, motivated and committed workforce, provide a safe and pleasant workplace,
and consistently invest in our intellectual capital
•
Involve our stakeholders to increase mutual values through better management, technology and
supporting services
Vision
To contribute to the growth and prosperity of Macao by building strong, mutually beneficial relationships with our
customers and creating value for all our stakeholders.
Values
•
Social responsibility
•
Ethics
•
Respect for environment
•
Value creation
•
Integrity
•
Customer focus
•
Employee development
We endeavor to make our sustainability reporting informative, comprehensive and material so as to serve the need of
our stakeholders. We value your feedback and comments which will be our driving force to improve our future report.
Please send your comments and inquiries to our Corporate Communications Manager at
[email protected].
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About the Sustainability Report
We started publishing Sustainability Report since 2010 to report our sustainability performance. This Sustainability Report shows our effort and commitment to sharing our management strategies and achievements in economic, social
and environmental performance, and to continuously communicating our corporate performance with stakeholders.
This report not only demonstrates our progress to date in corporate sustainability management, it also sets a baseline
against which our future performance can be measured and improved.
We have adopted the international best practice by submitting the report to the Global Reporting Initiative (GRI) for
review and a GRI Sustainability Reporting Guidelines G3.1 B+ application level has been confirmed.
We have engaged PricewaterhouseCoopers to perform an independent limited assurance engagement for selected
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subject matter. The assurance report is available on page 88 in the English version of the full sustainability report on
the report website.
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Become a Key Driver and Supporter of Local Sustainable
Development
In early 2011, Macao Water established the Corporate Responsibility Committee (CRC) to lead and oversee the development and implementation of corporate responsibility.
In determining the priorities for reporting, the CRC receives latest information, views and feedback from external stakeholders through CLG, POEM, Customer Satisfaction Survey; and internal stakeholders through Staff Survey, ERM Exercise, CMC, HSE and Ethic Officer. In addition to the above channels, a Customer Focus Group will be set up in 2012 to
enhance the communication with customers.
With inputs and reports from the Sub-Committees, the CRC convened two meetings in 2011 to analyze and determine
key challenges and priorities for 2011 and 2012. The outcomes are the 5 priority areas with 12 supporting action plans.
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2011 Performance Snapshots
With the establishment of the CRC, Macao Water becomes more systematic in managing its sustainable development
and achieved good progress. Looking ahead, we will continue our efforts to promote sustainable development in the
company as well as in the Macao community.
2011 Key Performance
•
Invested about 53 Million Macao Patacas (MOP) in water supply assets to renew, develop and maintain
Macao’s water supply infrastructure
•
Supplied 78 Million cubic meters of water to more than 210,000 domestic, commercial and industrial
customers
•
Employed 258 employees
•
Completed that pump overhaul project at IIha Verde Water Treatment Plant, resulted in 1.8% increase in
energy efficiency (compared to 2009 baseline)
•
74 Voluntary donations and sponsorships cases with cash and non-cash supports
•
Assisted the Macao SAR Government to distribute water saving devices to Macao’s small and medium
size business customers
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Our Key Priorities and Action Plans
Our strategies in corporate responsibility guide our implementation of sustainability development and achievement
of the objectives.
To meet the coming challenges, Macao Water not only makes use of our expertise and resources in the water supply
industry but also establish sustainable strategies and action plans. Our 5 priorities and 12 action plans are:
Priorities
Action Plans
2011 Performance
1. Conserve Resources
1. Efficiently and Effectively Utilise
• Non-Revenue Water decreased by
Water Sources
3.7%* △
2. Optimise Resources through Green • Continued to implement Green
Practices
Purchase policy to reduce the
environmental impact due to
procurement
• Continued to implement Green
Office policy
• Recycled 45,000 water meters
2. Minimise our Environmental
3. Improve Energy Efficiency through
• Water pump overhaul in the treat-
Impacts
all Operations
ment plants has led to 1.8% reduction in energy consumption per unit
water pumped (compared with 2009
baseline)
4. Minimise Greenhouse Gas Emissions • 19,236 t CO2e were emitted due to
the overall operations of the company
5. Minimise Operational Impacts on
• Good progress in working with the
the Environment
Government to divert the sludge discharge from IIha Verde Water Treatment Plant to the sewer
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Priorities
Action Plans
2011 Performance
3. Serve and Protect Our
6. Maintain and Improve Product
• Water supplied to customers met the
Customers
Quality and Security
quality and safety standards
7. Maintain and Improve Customer
• Overall customer satisfaction for the
Satisfaction
year is 78%
4. Develop and Protect our
8. Create a Healthy Workforce by Im-
• Workplace injury rates were kept at
Workforce
proving Health and Safety and Encour- a low level
age a Work Life Balance
• Established HSE Cultural Activities
Team
• Conducted various events and activities in the HSE Week and improved
staff awareness in HSE
9. Actively Support Diversity and Equal • No complaints received on discrimiOpportunity
nation
• Male to female staff ratio
71:29
10. Engage in Capacity Building and
• Total staff training hours = 9,287
Professional Development
• Staff average training hours = 36.6
5.Engage and Respond to our 11. Become a Key Driver and Support-
• 74 donations and sponsorships
Stakeholders
er of Local Sustainable Development
• 43 community activities and visits
12. Maintain an Active Dialogue
• Maintained regular and systematic
including Reporting with Internal and
communication with 8 stakeholder
External Stakeholders in all Relevant
organisations
Sectors of Government, Industry and
• Recorded the discussions and fol-
Community
lowed up on the cases as appropriate
* As at 31st Dec.
△ Refer to PwC report (page 88) in the full version of the English Sustainability Report
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澳門自來水股份有限公司
Sociedade de Abastecimento de Águas de Macau, S.A.
The Macao Water Supply Company Limited
澳門青洲大馬路718號
718, Avenida do Conselheiro Borja, Macao
電話/Tel: (853)28220088
傳真/Fax: (853)28234660
網址/Website: www.macaowater.com
客戶電郵/Customer e-mail: [email protected]
職業道德事務主管電郵/Ethics Officer e-mail: [email protected]
執行董事電郵/Executive Director e-mail: [email protected]
ISO 9001:2008
OHSAS 18001:2007
ISO 14001:2004