上海浦东威立雅自来水有限公司.ppt

1、08/10/2020,上海浦东威立雅自来水有限公司Shanghai Pudong Veolia Water Corporation Limited,2010年5月19日,08/10/2020,2,演示内容Contents of the presentation,公司简介 General presentation of the company 2002-2009年间改进 2002 2009: Improvements,08/10/2020,合同概况Contract 关键数据Key Facts,1,公司简介General presentation of the company,08/10/2020

2、,4,合同概况Contract,股权比例(50:50) Partner (50% vs. 50%),关键数据Key events: 中国首次引进外国企业负责制水、输配及服务 First time in China invited foreign investor in charge of water production, distribution and customer service 企业性质从国有企业改为中法合资企业 Legal status from State Owned Enterprises to Sino French Joint Venture 上海唯一一家股权比例为50/

3、50合资企业 50:50 Joint Venture, only 1 in Shanghai,上海水务资产经营发展公司 Shanghai Water Assets Operation and Development Co., Ltd,08/10/2020,5,合同概况Contract,服务区域：672 km2 Service Area: 672 km2 5家自来水厂9个泵站 5 Water Treatment Plants, 9 Pumping Stations 管网长度： 3,793 km (diameter 75mm1,800 mm) Network: 3,793 km（管径75mm1,8

4、00 mm） 服务人口：4百万 Population served: 4 million 水表数量达1,067,000块 1,067,000 water meters 4 个营业中心 4 Agencies 员工总数达1225 1,225 employees 平均日处理能力达145立方米/天 Average daily capacity:1.45 million m3/day,08/10/2020,生产 Production 水质 Water quality 管网管理、无收益水(NRW)、控制中心 Network management, NRW, Control Center 客户服务 Cust

5、omer Service 人力资源、健康与安全及培训 HR, H 90,000 test results per year 共设有100个管网水采样点及25个水质在线监测点100 sampling points and 25 online water quality points in the network 跟踪涉及水质问题客户来电，有关水质投诉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

6、total,08/10/2020,12,管网管理Network Management,管网大规模扩展Significant expansion of the network 从2002年1975km增加至2009年的3793km。1,975 km in 2002 to 3,793 km in 2009 管理软件开发Development of management tools 降低无收益水量Reduction of Non-Revenue Water 2006年10月整合浦江镇业务Integration of Pujiang Town in October 2006 2008年4月整合浦东新区

7、业务Integration of Pudong New District in April 2008 管网长度增加92%。+ 92% network length,08/10/2020,13,08/10/2020,13,管网管理Network Management,建立水力模型，用于管网诊断、规划及设计；建立水质模型Implementation of Hydraulic Model of the Network for diagnostic, planning and design; development of water quality model,08/10/2020,14,08/10/

8、2020,14,管网管理Network Management,建立地理信息系统（GIS），作为地下资产及事件数据库，为施工作业提供支援： Implementation of Geographic Information System (GIS) as database of underground assets, events and support for operations: 管线、阀门、消防栓、水表、压力点、流量计、水质采样点、渗漏点修复、停水管理、客户投诉等Pipes, valves, fire hydrants, all meters, pressure points, flow

9、meters, water quality sampling points, leakage reparation, water cut-offs, customer complaints,08/10/2020,15,08/10/2020,15,管网管理Network Management,分区管理：安装了430个电磁流量计，将管网分成34个水力区域。Zoning project, creation 34 hydraulic zones through the installation of 430 electromagnetic flow-meters,08/10/2020,16,08/10

10、/2020,16,管网管理Network Management,管网改造新方法- MOSARE（管网分析统计模块） Implementation of new pipe network renewal method - MOSARE,2007年起用的新维修工单New reparation sheet in 2007,08/10/2020,17,08/10/2020,17,管网管理Network Management,GPS技术应用Implementation of accurate GPS technology,便携GPS Portable GPS,实时动态定位RTK,08/10/2020,1

11、8,08/10/2020,18,无收益水Non-Revenue Water,管网中无收益水分布NRW distribution over the network 产生无收益水主要原因Main reasons of NRW 读表管理Meter reading management 非法用水Illegal connections 消防栓管理Fire hydrant management 漏损Leakage 有效控制措施Measures effective 水表GPS定位Meter locating by GPS 向非法用户寄发律师信Lawyers letter to illegal user 员工

12、激励机制Employee motivation policies,08/10/2020,19,08/10/2020,19,控制中心Control Center,通过SCADA系统实现水厂、泵站及430个管网网点与控制中心间连接。Water Plant, Pumping Station and 430 network points connected to Control Center via SCADA system GIS系统，水力模型 GIS, Hydraulic Model 统一调度Centralized coordination of operations 优化运行指令（响应，联系）

13、Optimization of operation instructions (reactivity, communication) 系统于2004年12月投入使用System operating since December 2004 集成信息系统（EXPO） Integrated information system (EXPO),08/10/2020,20,08/10/2020,20,客户服务Customer Service,客户水表：由4个营业中心负责管理。营业中心同时还负责小型地下水表（约占总售水量37%）管理。Tap meter: Managed by 4 agencies, ag

14、encies also managed small underground meter. (around 37% of total consumption) 大客户水表: 指由大客户部管理管径大于40mm地下水表（占总售水量50%） Big customer meter: Diameter 40mm underground meter managed by big customer department (around 50% of total consumption),08/10/2020,21,08/10/2020,21,客户服务Customer Service,不同用水性质销售情况 Wa

15、ter Sales in Categories,08/10/2020,22,08/10/2020,22,客户服务Customer Service,呼叫中心Call center A 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. 新建呼叫中心设有16个席位，共30名员

16、工，于2004年12月31日投入使用，为客户提供每周7天，每天24小时全天候服务，让客户不必前往营业厅即可办理各类型业务。 新联系方式：短信、电子邮件、传真、信函等New means of contacts：SMS, Email, Fax, Letters 从5条模拟线路增加到60条数字线路（2条E1线， 每条支持30路电话线） More lines from 5 Analogical lines to 60 Digital lines (2E1/3trunks each) 网上缴费系统 （弹出窗口） On line access to the billing system (pop-up s

17、creen) 网上申诉On line registration of the Claims 自动向技术团队派送工单（新网络） Automatic transfer of the Service Order to the technical team（using new Network） 在营业中心设置远程呼叫中心Remotes Call Centers in the Agencies 采用新统计方法及尖端工具实现呼叫中心监控。New statistics and sophisticated tools to monitor the new Call Center,08/10/2020,23,0

18、8/10/2020,23,客户服务Customer Service,VIP 客户VIP Customers 创建大客户部Create Big Customer Unit 8047 个大客户（ DN 40 mm ）约占总售水量50%。 8 047 Biggest Customers (DN 40 mm) represent around 50% of the total volume of our sales. 组建专门团队以新的专业软件（ VIP 系统）负责大客户水表管理，We have created a special team to manage those meters using a

19、 special new Software (VIP System). 为大客户安装无线远传水表和GSM水表Radio and GSM meters for Big Customers 为保障大客户水表读表质量，着手安装GPRS无线远传水表。To guarantee the quality of reading of our Big Customers, have started to implement Radio Meters with GPRS transmission. 收集GPS信息，准确定位大客户地下水表GPS Information is being collected in o

20、rder to position underground meters accurately for Big Customers.,08/10/2020,24,08/10/2020,24,人力资源 健康与安全 Human Resources - Health & Safety,2002年11月组织健康与安全审查，查出近200个安全风险。已实施强化行动计划。General Health and Safety audit carried out in November 2002. Near 200 safety risks detected. An intensive action plan ha

21、s been implemented. 每年检查健康与安全条件及行动计划实施情况，制定修正措施Every year, review of conditions and action plan with corrective measures. 健康与安全管理系统：临江水厂于2004年通过健康与安全国际标准认证（ OSHAS18001） Health and Safety Management System: Linjiang WP was certified with the international standard for Health and Safety (OSHAS18001) i

22、n 2004. 凌桥水厂及泵站于2006年通过OSHAS18001认证In 2006: Linqiao WTP and Pump Stations OSHAS18001 Certification 管网部，客服，浦茂公司于2008年通过OSHAS18001认证 In 2008: Network Department, Customer Service and Pumao Co., OSHAS18001 Certification. 2009年员工总数达1225名 1225 Employees in 2009,08/10/2020,25,08/10/2020,25,人力资源 培训Human Re

23、sources Training,启动技能本位培训项目Launching CBT 大力推广各类培训：技术、财务、健康与安全、英语、管理、IT等。Strong impulse to all trainings: technical, financial, H&S, English, management, IT 目标是受训员工比例达100%。Target of 100% of the employees being trained。 人均培训时数45-50时/年/人， 2008年总培训时数为655,441小时。45-50 hours training /year/employee. 655,44

24、1 hours of training in 2008 培训由本单位在当地组织，或由威立雅水务亚太培训中心统一安排Trainings organized locally or through VW Asia Pacific,受训员工比例 Percentage of trained employees,08/10/2020,26,08/10/2020,26,技术创新Innovation,过去四年所开展提升技术水平与技术创新举措：Several initiatives to promote technical progress and innovation have been developed in the last four years: 联合同济大学环境科学和工程学院开展活性炭过滤研究 Activated Carbon filtering study in cooperation with the College of Env