2007 Sustainability Report - Manila Water Company

Sustainability Report 2007
About This Report
This is Manila Water’s fourth annual
Sustainability Report. It covers the calendar
year 2007 and mentions the highlights of
our performance over the past 10 years. This
report follows the internationally-accepted Global
Reporting Initiative (GRI) G3 guidelines, and we
self declare this report as level C. While there are no
significant changes from our last report in terms of
scope, boundary and measurement methods, we
have added more information as required by the
newly-adopted G3 guidelines.
This Manila Water Company, Inc. Sustainability Report’s cover is printed on FSC-certified Beckett Expression 30% PC which
is made with 30% process chlorine-free post-consumer recycled fiber with the balance comprised of elemental chlorine-free
virgin fiber. This paper is made carbon neutral within Mohawk’s production processes by offsetting thermal manufacturing
emissions with Verified Emission Reduction Credits (VERs), and by purchasing enough Green-e certified Renewable Energy
Certificates (RECs) to match 100% of the electricity used in our operations. This paper is also certified by Green Seal.
For further information or inquiries, please contact:
Anna Romelyn R. Almario
Sustainable Development Manager
Email: susdev@manilawater.com or
lyn.almario@manilawater.com
Telephone Number: (632) 9818162
Telefax Number: (632) 9818164

CONTENTS
Message from the Chairman and the President
Who We Are and What We Do
Aligning Business and Sustainability Goals
A Decade of Excellent Service
Ensuring Sustainability for the Next 15 Years
Appendix: GRI Reporting Index
2
5
13
17
39
46

Message
from the Chairman
and President
On our tenth year, we have made significant strides in pursuing our
social, economic and environmental objectives. As we provided
water to more needy customers, we also jumpstarted a wastewater
master plan to effect better environmental conditions in Metro Manila. We
also made sure that our recently-approved Service Improvement Plan as a
result of the just-concluded rate rebasing exercise gives enough focus on
environmental issues.
At the forefront of these environmental issues are the sustainability of water
supply and preservation of natural resources, both of which are essential
in ensuring continued access to and availability of water.
Building Communities
In the past year, a record number of households from low income communities
enjoyed their own water connection – many of them for the first time –
through our Tubig Para sa Barangay (Water for the Poor) Program. In line
with our commitment to improve the quality of life of our less-privileged
customers in our service area, we have spent PhP 1.7 billion for this
initiative or 56% of our total service improvement projects.
We have also secured a USD 2.8 million grant from the Global
Partnership for Output-Based Aid (GPOBA), which facilitated
the delivery of service to more households in poor communities.
The GPOBA is a multi-donor trust fund administered by the
World Bank, in which Manila Water was the first Philippine
private institution to qualify for such funding. Our investor
International Finance Corporation provided this initial
GPOBA funding. In turn, we have complemented GPOBA
by offering to pre-fund plumbing, faucet installation and
construction of toilet facilities to poor communities. Through
this partnership, we hope to ensure development of our
economically-marginalized customers.
MANILA WATER COMPANY, INC.
2

As an example, a typical resident in these impoverished
communities in Metro Manila used to pay PhP 3,000 or
USD 71 per month for vended water, which may not
even be potable. With Manila Water’s intervention,
the same water volume costs the customer less than
PhP 100 per month, a small fraction of the cost of
vended water. More importantly, the water they get from
the tap is potable, thus improving not only the family’s
health condition but also their quality of life in a very
significant way.
We also continued to provide quality water and
wastewater services to public institutions through
our Lingap (We Care) Programs. A total of 730,000
students, 46,700 patients/hospital staff, and 18 public
markets have reaped the benefits of this initiative as
we provided water and sanitation facilities for public
schools, hospitals, and markets.
Manila Water’s expansion program has also significantly
contributed to employment generation. Through the
Kabuhayan Para sa Barangay (Livelihood for the
Community) Program, we seek to make our economic
impact more keenly felt among our customers. We have
partly achieved our aims through the engagement of
several backyard cooperatives into our supply chain.
These social development programs will always be
an integral part of our business. As we deliver more
water to our customers, we also hope to see their living
conditions improve.
Protecting the Environment
In our PhP 187 billion
Service Improvement Plan
for the next 15 years,
a significant amount
has been earmarked for
projects that enhance
the environment, such
as wastewater services,
watershed management,
a n d w a t e r s u p p l y
improvement.
To ensure sustainability
of our water supply, we
have supported Bantay
Kalikasan a n o t e d
environmental group which
SUSTAINABILITY REPORT 2007
3

MANILA WATER COMPANY, INC.
4
has spearheaded the reforestation of the La Mesa
watershed. As this project is almost complete, we are
now also working together with this organization for the
bigger task of reforesting the Ipo watershed.
Another milestone was achieved in 2007 as we were
able to lower to 24% our non-revenue water (NRW) or
water system losses, the lowest ever in our history and
among the lowest in the region. We also embarked this
year on a project to recycle our wastewater effluent.
All told, these programs make more water available for
distribution to where it is most needed.
Our most visible initiative in relation to protecting
the environment consisted of the completion of the
two septage treatment plants (SpTP) in San Mateo
and Taguig. The two plants and our expanded fleet of
desludging tankers enabled Manila Water to provide
regular sanitation services to all our non-sewered
customers. We expect to build more wastewater
treatment plants as we roll out our wastewater master
plan. Ultimately, this plan will not only directly benefit
our customers but also address a major cause of
pollution in Metro Manila’s waterways.
In response to the challenge of climate change, we
have started several power efficiency initiatives in our
operations. We are now also about to complete our
first clean development mechanism (CDM), the wasteto-energy
(WTE) facility at the Makati South Sewage
Treatment Plant (STP), which we hope to duplicate in
our other treatment plants.
Ensuring Sustainability
In November 2007, our Board of Directors ratified our
Climate Change Policy, which ensures that we consider
climate change in all of our operations. This policy also
dictates that we put in place mitigating measures in all
our future investments. As we continue to expand our
services, we will also put in place a carbon management
plan to address our carbon emissions.
Into the future, we intend to further strengthen our
commitment to sustainability, which is made possible
because of a more aggressive service improvement plan
that we have put together. This plan is subsequently
supported by the Metropolitan Waterworks and Sewerage
System (MWSS) and its regulatory office. It calls for
the expansion of water services in Rizal Province,
and possibly to other new areas, which will benefit at
least one million residents in the next five years. Also,
we will pursue more aggressively the development
of more sustainable water sources, which will thus
reduce overall dependency on ground water use and
ensure the continued availability of water supply to
our customers.
Moreover, we plan to increase sewer coverage to 63%
of our service area in the next 15 years. This will be
jumpstarted by the completion of the Manila Third
Sewerage Project (MTSP) in the next three years,
which will bring our sewer coverage to 30%. The rest
of our customers will be served via a regular desludging
program. All of these initiatives will be complemented
by information and education campaigns, aimed to
raise awareness among our customers on water and
sanitation issues.
In all of these, we believe it is important to bring
together various stakeholders to ensure our programs
are carried through and are sustainable. Thus, we have
engaged not only our management team and employees
but also the public, the government, and other private
sector groups in our initiatives to improve and create
even better programs that will increase our effectiveness
in giving back to our communities and the publics we
serve.
We are encouraged by the overwhelming support that
we receive, as evidenced during our public consultation
sessions with various stakeholders last year. We are
therefore optimistic that through our collective efforts,
we can sustain the holistic approach we have taken in
the provision of reliable water and sanitation services
across a broad spectrum of the communities we
serve.
FERNANDO ZOBEL DE AYALA
Chairman
ANTONINO T. AQUINO
President

Who We Are and What We Do
SUSTAINABILITY REPORT 2007
5

Who We Are and What We Do
About Us
Our Company delivers quality water and wastewater
services in the East Zone of Metro Manila and Rizal
Province.
S
S
Total population served: 5.6 million people from households
serviced by 639,066 water service connections (WSC)
Service coverage: 23 cities and municipalities, with a total
land area of 1,400 square kilometers
Customer Base Composition
Domestic 87%
Semi Business 3%
Commercial 9%
Industrial 1%
S
S
Business offices: 1 main office, 8 business area (BA) offices
Nature of ownership and legal form:
Publicly-listed private company
S
Our main groups: Regulation and Corporate Development,
Human Resources and Corporate Services, Finance and
Resource Management, Project Delivery, Business and
Operations
S Total workforce: 1,561
permanent employees: 1,555
seconded from Ayala Group: 4
seconded from United Utilities: 2
S
Total capitalization: PhP 44 billion
Assets: PhP 24.4 billion
Equity: PhP 13.4 billion
Debt: PhP 6.4 billion
(For more details, please view our Annual Report 2007 at
www.manilawater.com)
United Utilities
11.7%
Ayala Group
32.3%
The East Zone
San Juan
Quezon
Mandaluyong
Manila
Makati
Main Office
Pateros
La Mesa Dam
Novaliches
Pasig
Marikina
Cainta
Taytay
Rodriguez
San Mateo
Antipolo
Angono
MANILA WATER COMPANY, INC.
6
Public*
56%
OWNERSHIP
* Includes all other stockholders owning less than 10%.
Taguig
Laguna de Bay
LEGEND:
Main Office
Business Area (BA) Offices
Baras

CONDENSATION
PRECIPITATION
EVAPORATION
WATER TREATMENT
PLANT
1
The Water Cycle
Manila Water believes that the
sustainability of our business is
dependent upon the environment
that provides the resources integral
to our operations.
Manila Water transforms raw
water to potable water through
our water treatment plants.
Our link to the environment
3
We
also treat water
used by our customers
before discharging
them to rivers and
other water bodies.
DISTRIBUTION
SYSTEM
2
Our
distribution system, which
is made up of a network of
pipes and pumping stations,
delivers potable water to our
customers.
CUSTOMERS
WASTEWATER
TREATMENT PLANT
SUSTAINABILITY REPORT 2007
7

Who We Are and What We Do
Our Services:
Delivery of Potable Water
Angat Dam is located some
38 kilometers north of Metro
Manila. This reservoir stores
enough water to supply 99%
of the East Zone’s water
requirements.
La Mesa Dam is another
important facility that ensures the
continuity of service in the East
Zone. It has a storage capacity
equivalent to 19 days of our water
supply requirements. The La Mesa
watershed has been reforested
through the concerted efforts
of Bantay Kalikasan which was
supported by Manila Water.
The East Zone network or
distribution system is composed
of 12 pumping stations and more
than 3,000 kilometers of water
mainlines and appurtenances,
all designed to bring water to our
customers.
MANILA WATER COMPANY, INC.
8

Ipo Dam is a diversion dam
designed to bring water to the
La Mesa Dam. It is vital to our
operations and is now being
reforested through a watershed
protection program. Its total
catchment area is 6,600 hectares.
The Balara Treatment Plants
transform raw water to potable water.
Water travels approximately 34
kilometers from Angat to Balara.
To ensure high quality of water delivered to our customers, 991
sampling points are monitored daily to ensure that all requirements
set by the Philippine National Standard for Drinking Water (PNSDW)
are met. Our central laboratory has been ISO 17025 accredited
since October 2006.
SUSTAINABILITY REPORT 2007
9

Who We Are and What We Do
Our Services:
SEWERAGE
WASTEWATER is a general term that includes all “used water“ discharged by households,
commercial and industrial establishments. About 12% of the East Zone is connected to sewer
systems.
Sewage is wastewater
coming out from households
which typically contains
water from sinks, toilets and
bathrooms, laundry waste
and other liquid/semi-liquid
wastes.
Sewage is collected via a
network of sewer pipelines
that direct sewage flows to a
sewage treatment plant (STP).
We currently operate a total of 31 Sewage Treatment
Plants (STPs) all over the East Zone with a combined
treatment capacity of 85 million liters per day (mld).
MANILA WATER COMPANY, INC.
10
Our STPs operate in compliance with existing
regulatory standards of the Department of
Environment and Natural Resources (DENR).
Treated wastewater help revive the rivers where
they are discharged because of their suitability for
marine life.

SANITATION
Majority of households in the East Zone are not yet
covered by a sewer system and instead employ their
own septic tanks.
Septic tanks, if properly maintained, only provide
primary wastewater treatment.
Septage refers to the
sludge coming from
the septic tank.
Desludging tankers, collect the septage
for treatment in the septage treatment plant
(SpTP). At present we operate 93 desludging
tankers.
In 2007, we completed the construction of two
septage treatment plants (SpTPs) with a
combined capacity of 1,400 cubic meters per day.
Since 2007, our Company has treated some
74,855 cubic meters of septage. Same volume
could have polluted our rivers if left untreated.
SUSTAINABILITY REPORT 2007
11

Who We Are and What We Do
Providing Customer Service
We believe in putting a premium on customers; hence, our
“customer-first” policy.
Water Service Application
A prospective customer applying for a service connection is provided
assistance and guidance in the application process. A Territory Manager
(TM) inspects the area to assure the efficient delivery of water. Once
all the requirements are completed and submitted together with the
application form, water service connection will then be installed.
Our standard to install a water service connection application is within
seven (7) days upon receipt of requirements.
Meter Reading
A customer is billed for his consumption of water over an average period of
30 days. Water meters are read by Meter Consumption Analysts (MCA) who
also inspect meters for damage or possible tampering. They also interact
with customers to identify any other concerns. Data gathered by MCAs are
then uploaded into the system for validation. Once validated, it is then
processed for invoicing, billing, and printing.
To preserve accuracy of information, all data are uploaded to the system
on the same day they were gathered from the field.
Billing
Printed bills are brought to the Business Area (BA) offices at the start
of each day for final validation. This is to ensure that customers only
receive bills with correct and accurate information. Validated bills are
delivered by bill couriers to customers.
Each customer will be able to receive his monthly bill five (5) days after
meter reading by the MCA.
After Sales
MANILA WATER COMPANY, INC.
12
We strive to maintain a healthy relationship with our customers by using
a proactive strategy. Reminders about due dates are given to customers
along with advice on their water consumption. This system has succeeded
in improving the level of collection efficiency for us.
Our standard for complaints resolution is 24x5. This means that each
complaint will be acknowledged by the TM within 24 hours and must be
resolved within 5 days.

Aligning Business and
Sustainability Goals
SUSTAINABILITY REPORT 2007
13

Aligning Business and
Sustainability Goals
Manila Water is in a very unique opportunity to create valuable impact to the communities we serve
and the environment largely because of the nature of our operations. It is because of this opportunity
that we endeavor to make our impact lasting and sustainable.
Our corporate social and environmental responsibility (CSER) programs are directly related to our
company’s core competencies. It is the perfect alignment and integration of these programs into our
business model that allows us to pursue and continue our services particularly to those who need
them most. In fact, we do not have a budget solely dedicated for our CSER initiatives, but rather,
we have incorporated them in our respective operational units. This ensures that all implemented
programs and projects uphold and promote the principles of sustainability.
Venturing into sustainability programs is a core strategy of Manila Water. We have channeled our
efforts in ensuring that our international competitiveness will be enhanced by excellent quality service
to our customers. This defines our vision to be the leader in the field of water and wastewater service
provision.
As we continue to improve and expand our services, we will ensure that we sustain our growth
responsibly. We have always believed that our sustainability vision will be shared by our different
stakeholder groups. After all, we have always shared the goal of improving the quality of lives of our
people.
MANILA WATER COMPANY, INC.
14

Vision Statement
Our Company’s vision is
to become an efficient,
customer-driven, Filipinoled,
world-class water and
wastewater service company
that uses the best in global
technology and the very best
in Filipino manpower.
Sustainability Vision
We shall pursue our vision to
become the trailblazer and leader
in the development and provision
of water and wastewater services
in ways that help build sustainable
communities, respect people and
protect the environment.
SUSTAINABILITY REPORT 2007
15

Aligning Business and
Sustainability Goals
Sustainability Policy
Manila Water puts a very high premium on sustainable development and as much as practicable,
integrates its principles of sustainable development into our business processes.
Manila Water believes that the continued sustainability of our business is dependent on the
communities that we serve and the environment that supports our resources. This policy
supports our company values in promoting our corporate social responsibility. With this in mind,
the Company will be able to address the needs of the communities, the environment and the
economy, without sacrificing quality.
Sustainability Framework
Helping Build
Communities
Protecting the
Environment
Developing Our
Employees
Safeguarding
Health and Safety
Contributing to
Local and National
Economies
MANILA WATER COMPANY, INC.
16

A Decade of Continuing
Service
SUSTAINABILITY REPORT 2007
17

A Decade of
Continuing Service
The year 2007 was a very significant year for our Company, both operationally and in terms
of attaining our sustainable development commitments. We are happy to have been given the
opportunity to extend progress and effect positive change.
Improving Lives Through the
“Water for the Poor” Program
Our impact to society can be best measured by the
successful implementation of comprehensive programs
for the vast majority of people in our concession area
particularly for the economically marginalized.
The “Water for the Poor” Program has allowed more than
1.3 million individuals or 214,000 households to enjoy
24-hour water supply right in their own homes, a benefit
that had once been elusive for many of them. Through
the years, we graduated from simply providing common
taps for groups of families to providing one connection
per household. In 2007 alone, we spent PhP 1.7 billion
for this initiative. Today, our Company offers “after-themeter”
services such as pipelaying, faucet installation and
the construction of toilets for our most needy customers.
Elated customers inspect their newly installed water meters.
1.3 Million population served
43,779 Household beneficiaries in 2007
220
200
Number of Households
in hundred thousands
214
180
MANILA WATER COMPANY, INC.
“ The mark of a successful company is its
ability to adapt to the changing times to
provide quality service and dependability.
In this way, Manila Water has been of great
public benefit, as well as a fine example of
corporate governance. I am confident of your
continued success in the years to come.”
-Senator Mar Roxas
160
140
120
100
80
60
40
20
20
1.5
‘98 ‘99 ‘00 ‘01 ‘02 ‘03 ‘04 ‘05 ‘06 ‘07
18

Helping Build
Communities
Extending Assistance for Marginalized Groups
Complementing the “Water for the Poor” Program is a
project partially-funded by the World Bank through the
International Finance Corporation (IFC). The project,
Global Partnership on Output Based Aid (GPOBA),
provides funds that pay for the greater part of the
connection fee of customers living in marginalized
communities. A beneficiary usually pays an average of
PhP 300 for installment fee and monthly consumption.
This amount is significantly lower than what he used
to pay to water vendors. The water is also more potable
than that which customers can source on their own.
In another area, residents of Salvador Compound,
a relocation site for informal settlers in San Jose,
Rodriguez, Rizal have a similar story. Before they had
their individual water connections, the people have
relied on shallow wells for their water needs. Today,
as beneficiaries of the GPOBA, they only pay PhP 70 a
month for the installation fee and the minimum payment
for safe and potable water which they can access 24
hours a day.
To date, there are about 3,600 families who have
benefited from this scheme. Among them are the
residents of Baybay Sapa in Banaba, San Mateo,
Rizal. Before they received their connections from
Manila Water, they usually fetched water from shallow
wells that contain murky water. The residents utilized
improvised filters to purify the water but only to a certain
extent. Today, the residents enjoy potable water, 24
hours a day at prices within their reach.
A faucet with a 24-hour water supply is a significant improvement in
the quality of life for this family in Rodriguez, Rizal.
Manila Water is such great
comfort. We used to wait for
water delivery which costs
PhP 30 per drum. Now it’s
much more affordable. We
used to take a bath only twice
a week, now we can take bath
daily, sometimes even twice a
day. Because of GPOBA, we
have lower downpayments for
the water connection. More
people can apply for connection
because of this. If there was no
GPOBA, only a handful of us
would have been able to avail of
the service. (translated)
1100
1000
900
800
700
600
500
400
Manny Lebico
President
Homeowners’ Association
Salvador Compound
San Isidro Rodriguez, Rizal
Volume of Potable Water Delivered
(in million liters per day)
440
1,040
‘97 ‘98 ‘99 ‘00 ‘01 ‘02 ‘03 ‘04 ‘05 ‘06 ‘07
SUSTAINABILITY REPORT 2007
19

A Decade of
Continuing Service
Raising the Quality of Public Service
Schools, hospitals, public markets and prisons are among
the public institutions that have been assisted by our
“We Care” or Lingap programs. Our Company services
these institutions by providing them drinking and wash facilities,
regular quality testing, desludging services, repair of public
toilets and the rehabilitation of pipes and the installation
of fire hydrants. To date, we have improved the water
services of 184 schools, 18 markets, 19 jails, 22
hospitals, with nearly one million beneficiaries.
Proud students parade their art works about water.
(Right) Pat Tubig, Manila Water’s mascot, shows
how to use the drinking fountain installed in
schools.
These programs are supplemented by education
campaigns on the importance of water and
wastewater services. Poster-making and essaywriting
contests have proven to be among the
more effective means to
achieve these objectives.
MANILA WATER COMPANY, INC.
20
In behalf of the Department of Environmental Services
of Makati City, we would like to extend our appreciation
to our very active environment partner, Manila
Water, as we recognize their unrelenting support and
contribution in ensuring environmental sustainability in
the city.
We are also honored and privileged that Makati
Elementary School was inaugurated as one of the
adopted schools under the “Lingap Eskwela” program
and chosen as pilot for the environmental and
sanitation corner in Metro Manila. This is a significant
boost to the city’s effort to provide information and
to educate our students on the importance of proper
hygiene and sanitation as we celebrate 2008 as
International Year of Sanitation.
Once again, our heartfelt gratitude to all your
environment efforts and we look forward to more
partnerships with you.
Danilo V. Villas
Department of Environmental Services
Makati City

Safeguarding
Health and Safety
Safeguarding Health and Safety
Through our various sustainable
development programs such as the
“Water for the Poor” and the “We
Care” Programs, we have helped minimize
the occurrence of water-borne diseases
in our service area. Apart from making
potable water readily available, we make
sure that we supply potable and safe-todrink
water. To do this, we maintain some
991 sampling points within the East Zone,
10% higher than the Philippine National
Standards on Drinking Water (PNSDW)
requirement. All sampling points have
achieved 100% compliance w/ PNSDW
standards on bacteriological, biological,
chemical, physical and radiological
quality.
1.2
1
0.8
0.6
0.4
0.2
0
100
Number of Water-borne Diseases
(Cases/1000 population)
Source: Department of Health
‘99 ‘00 ‘01 ‘02 ‘03 ‘04 ‘05 ‘06 ‘07
Bacteriological Quality Compliance (%)
95
90
85
Each sample taken is tested rigidly according
to PNSDW standards.
80
‘96 ‘97 ‘98 ‘99 ‘00 ‘01 ‘02 ‘03 ‘04 ‘05 ‘06 ‘07
SUSTAINABILITY REPORT 2007
21

A Decade of
Continuing Service
Protecting the Environment
Our Company has put in place several sustainable development initiatives to address
environmental issues on our supply chain such as resource consumption, discharges and
emissions, and water quality. As we protect the environment, we are securing the future today.
Managing Watersheds
RAW WATER
WATER TREATMENT WATER DISTRIBUTION SEWERAGE & SANITATION WATER RECYCLING
Manila Water’s Supply Chain
Manila Water utilizes surface water whenever
possible. 99% of our water supply come
from watersheds, particularly the Angat, La
Mesa and Ipo watersheds. The rest is sourced from
groundwater from several deepwells in the eastern
portion of our concession area. Our plan is to eliminate
the use of deepwells in the near future through the
completion of our service improvement projects.
The average water withdrawn from the watershed (Angat,
Ipo, and La Mesa) and other sources like groundwater
are as follows:
Pat Tubig demonstrates how to properly plant a seedling.
Sources 2006 2007
Extracted Water
(MLD)
% of Total Source Extracted
Water (MLD)
% of Total Source
Surface Water from
watershed
1,330 98 1,352 99
Groundwater 30 2 15 1
TOTAL 1360 100 1386 100
Surface water is made potable through the Balara
Treatment Plants, while groundwater is treated at the
Jala-jala and Baras Water Treatment Plants in Rizal
Province.
it. Based on a 2004 study conducted by the Forestry
Management Bureau of the Department of Environment
and Natural Resources (DENR-FMB), the forest cover
in our watersheds is only about 30%.
MANILA WATER COMPANY, INC.
22
Watershed Reforestation
The quality of water in watersheds is affected by the
activities around it. Turbidity increases with the increase
in human activity, while volume yield decreases with
Manila Water joined hands with several organizations in
reforesting La Mesa watershed, which provides for most
of Metro Manila’s water supply needs. Bantay Kalikasan,
a non-government organization, managed this project
and will complete the reforestation in 2008.

Protecting the
Environment
Similar attention has to be given to the Ipo watershed.
For this reason, Manila Water launched the Adopta-Watershed
Program in 2006. Several partner
organizations, public and private alike, willingly
supported the program in the hopes of duplicating the
success of the La Mesa project in Ipo watershed.
Bantay Kalikasan will similarly manage the reforestation
program in Ipo watershed. We have allotted close to
PhP 1 billion of our service improvement plan to support
the Ipo reforestation program in the next 15 years.
With these initiatives, we expect better raw water
quality because of the increased forest cover along the
riverbanks of La Mesa and Ipo watersheds.
A picturesque view of the Ipo watershed that
supports a diversified wildlife.
What is a Watershed?
Technically, it is an area of land that drains into
a particular point along a stream. The boundary
of a watershed is defined by the highest
elevations surrounding the stream. A healthy
watershed is a rich natural habitat that supports
a diversity of wildlife. From another point of
view, a watershed is a picturesque lake view free
from man-made structures and pollutants.
Watersheds create a significant impact on
the communities living around it. A healthy
watershed nurtures animal and human life. On
another level, it ensures an adequate supply of
clean ground water especially during the dry
seasons.
It is important to note that water quality
downstream is greatly affected by a watershed’s
condition. Simply put, a healthy watershed
means crystal clear water in downstream
dams. The community living around a healthy
watershed is also protected from storm water
runoffs since heavy rains are easily absorbed by
a lush and well vegetated watershed.
SUSTAINABILITY REPORT 2007
23

A Decade of
Continuing Service
Ensuring Our Water Supply
RAW WATER
WATER TREATMENT WATER DISTRIBUTION SEWERAGE & SANITATION WATER RECYCLING
Manila Water’s Supply Chain
Manila Water oversees the day-to-day operations and
maintenance of the storage and conveyance facilities
from Ipo Dam to the portals, to the two treatment plants
in Balara. From here it goes through the distribution
network which consists of water mainlines and pumps.
We are responsible for giving the right allocation
of supply to our customer base through the central
distribution system.
Reliability of Water Distribution System
Apart from delivering quality potable water supply
to our customers, Manila Water also ensures the
reliability of our water service. Given the instability and
inconsistency of water sources, it is a major challenge
for us to maintain steady water supply to our customers.
Thus, many of our projects are aimed at improving the
reliability and efficiency of our service.
Long-term solutions include the development of new
water sources in the far east portions of our service area.
As we expand towards the province of Rizal in the east,
it will not be efficient and sustainable to bring water all
the way from the north through the existing distribution
system. Thus, we are constructing new distribution
systems which will also consist of storage facilities,
pumping stations and water mainlines.
The Antipolo Water Supply Project (AWSP), envisioned
to serve 150,000 households upon its completion in
2017, will be the new distribution system to cater to
the needs of customers in the far east service areas.
The AWSP ensures that water will be delivered even
to the highest portions of the concession areas, with
elevation as high as 200 meters. The major components
of the AWSP have already been completed, with water
delivered to around 75,000 households by the end of
2007.
Our dams have not only been a source of water supply but also a
source of life for our people.
MANILA WATER COMPANY, INC.
24

Protecting the
Environment
Meanwhile, existing pumping stations and other
components of the distribution systems were
rehabilitated to improve their reliability. Measures
taken include upgrade of equipment, instrumentation,
and provision of critical spares to ensure improved
service.
The Balara Treatment Plants ensure a
constant flow of clean and potable water for
our customers.
To respond to rising customer expectations and to
simplify our operations, Manila Water started an
integrated automation program. The automation
program will allow the monitoring and management
of our system off-site, allowing for more preventive
measures and faster reaction times. The automation
program will be completed by 2012.
Compliance to water quality standards
Some of the facilities currently in use, particularly the
treatment plants, were originally constructed more than
50 years ago. Since our company’s take-over in 1997,
major rehabilitation and upgrading were undertaken to
ensure the facilities’ continued reliability. While these
facilities still function efficiently, we continue to invest
in their upgrade and maintenance in order to ensure
that they deliver world class results even for the next
50 years.
As a byproduct of making the water potable, we
discharge sludge and backwash water from the Balara
Treatment Plants. Apart from reducing the volume of
sludge, we also ensure that the sludge quality conforms
to existing regulatory standards. Rehabilitation of the
wash water lagoon and other pipelaying works will
correct the current practice of discharging sludge and
backwash water. These will result to zero discharge as
all backwash water will be recycled and all thickened
sludge will be hauled to proper disposal sites.
All these projects are part of a PhP 3 billion water
supply improvement plan that will be implemented in
the next 5 years.
On Groundwater Protection
Manila Water is currently sourcing 99% of its water
supply from surface water, and 1% from groundwater.
Consistent with our aim of eliminating the use of
deepwells, we have fast-tracked and successfully
completed many service improvement projects to
supply surface water to the rest of our concession.
According to a United Nations world water report,
groundwater resources worldwide are overexploited
and fast diminishing as there is very slow renewability.
This over exploitation is happening in many countries,
particularly in Asia.
In Metro Manila, a report from the National Water
Resources Board (NWRB) says that the status of the
metropolis’ aquifer is critical due to Metro Manila’s
being below sea level. “There is already salt water
intrusion and land subsidence or land sinking, in
large parts of Metro Manila because of over extraction
and the lack of recharging,” the report says.
Unfortunately, for many businesses and residential
enclaves, the use of deep well water makes business
sense due to apparent cost savings – although at
great cost to the environment.
SUSTAINABILITY REPORT 2007
25

A Decade of
Continuing Service
Reducing Water Losses
RAW WATER
WATER TREATMENT
WATER DISTRIBUTION SEWERAGE & SANITATION WATER RECYCLING
Manila Water’s Supply Chain
We have implemented programs to reduce
system losses or non-revenue water (NRW)
since we started in 1997. We have addressed
both technical (due to leaks) and commercial (due to
pilferage) losses through the combination of technical
and social interventions.
Meter tampering and illegal connections were addressed
through community dialogues and the implementation
of “Water for the Poor” programs.
2007 while continuously improving our water pressure.
Moving forward we will be spending PhP 15 billion in
the next 15 years to continue improving our efficiency
in delivering water to our customers.
65%
60%
55%
Non-Revenue Water (NRW)
63%
From doing point repairs (leak is repaired at certain
point only), to service pipe replacement (whole service
connection is replaced), Manila Water has now moved
to replacing water main lines. This has proven to be
the best way to address technical losses. This, in turn,
is complemented by accurate measurement systems
and pressure management. With all these initiatives,
we have reached our milestone NRW level of 24% in
50%
45%
40%
35%
30%
25%
20%
‘97 ‘98 ‘99 ‘00 ‘01 ‘02 ‘03 ‘04 ‘05 ‘06 ‘07
24%
Sustaining Operational Efficiency
MANILA WATER COMPANY, INC.
26
A
combination of strategic and technical approaches
were undertaken to deliver the 2% power reduction
we achieved in 2007. From 178.51 kilowatthour
of power used per million liter (KwH/ML) of water
produced in 2006, we have only consumed 175.54 KwH/
ML this year. Manila Water engaged a cross-functional
team to review their respective areas of operation, and
came up with recommendations on saving power. This is
a continuing best practice that we have standardized in
our organization.
Strategic approaches included systems modeling and
investigation for optimal setting, which resulted in
refurbishment of some of the facilities, and ultimately
lower power requirements. Capital investment plans also
considered power efficiencies in design, therefore ensuring
that we reduce power consumption despite our expansion
programs.
Technical initiatives included calibration of flow meters,
power factor correction, and the use of power monitoring
equipment in larger facilities. Our facilities are now
prepared for innovations like the Time of Use (TOU) and
Wholesale Electricity Spot Market (WESM) schemes.

Protecting the
Environment
Expanding Wastewater Services
RAW WATER
WATER TREATMENT
WATER DISTRIBUTION SEWERAGE & SANITATION WATER RECYCLING
Manila Water’s Supply Chain
Alongside providing clean and potable water to
more than five million residents within the East
Zone, we also provide sewerage and sanitation
services to help curb the pollution of Metro Manila’s
water bodies.
Sewerage
Through the investment of more than PhP 1.3 billion in
the last 10 years, we were able to double our wastewater
treatment capacity to 85 mld. Now with 31 sewage
treatment plants (STPs), we are able to provide 68,000
households with full wastewater treatment.
80,000
70,000
60,000
50,000
40,000
30,000
20,000
10,000
0
Sewer Coverage
Households
68,043
Connections
46,523
‘97 ‘98 ‘99 ‘00 ‘01 ‘02 ‘03 ‘04 ‘05 ‘06 ‘07
Wastewater Information 2006 2007
Sewer Coverage, connections 46,361 46,523
Sewer Coverage, households 67,815 68,043
Sewage Treatment Capacity, cubic meters/day 29,280,300 31,229,400
Treated Sewage Volume, cubic meters 19,520,000 20,810,000
Households desludged 54,258 105,109
Septage Volume Treated, cubic meters 10,543 74,855
Biosolids generated, cubic meters 1,265 10,324
The South Septage Treatment Plant (South SpTP) in Taguig is
one of two world-class septage treatment facilities completed
in 2007.
SUSTAINABILITY REPORT 2007
27

A Decade of
Continuing Service
In the next five years, we are further targeting to triple
our treatment capacity and wastewater service coverage.
Through the World Bank-assisted Manila Third Sewerage
Project (MTSP), we will be constructing 12 additional
wastewater treatment plants to increase treatment
coverage to 30% by 2010, while adding more than 200
MLD of wastewater treatment capacity.
300,000
275,000
250,000
225,000
200,000
175,000
150,000
Households Desludged
267,178
MTSP will also pilot the use of a combined sewerdrainage
system, which will utilize the existing drainage
system as a means for wastewater conveyance. This will
therefore reduce the constraints of laying new sewer
pipes in the bustling metropolis. Over the next five
years, an additional 80,000 households will benefit
from complete wastewater treatment.
Sanitation
For areas that are still unserved by a sewer system,
we have a desludging program that caters to the
maintenance needs of our customers’ household septic
tanks. Regular maintenance of septic tanks promotes
the effective function of septic tanks as primary
wastewater treatment, thereby reducing pollution. By
125,000
100,000
75,000
50,000
25,000
0
162,069
‘97 ‘98 ‘99 ‘00 ‘01 ‘02 ‘03 ‘04 ‘05 ‘06 ‘07
proactively preventing septic tank clogging, household
sanitation conditions are also improved.
Dubbed as Sanitasyon Para sa Barangay (Sanitation
for the Community), the desludging operations are
carried out in partnership with the local government
on a programmed timeline per barangay.
Manila Water is protecting the environment one household at a time,
through the “Sanitasyon Para sa Barangay” Program.
MANILA WATER COMPANY, INC.
28

Protecting the
Environment
By early 2008, our desludging capacity will be further
boosted with 39 more trucks to meet the growing
demand for septic tank desludging. In 2007 alone,
some 105,000 households benefited from this
service pushing the total to 267,000 households
served since we took over in 1997. This is largely
due to the completion of the two Septage Treatment
Plants (SpTPs), also completed under MTSP, which
treat septage desludged from septic tanks. The two
facilities, which are the largest in the region, treat
septage according to environmental standards.
Biosolids Management
Our sewerage and desludging services generate a huge
amount of biosolids.
These biosolids are organic sludge produced from the
physical and biological treatment of wastewater. For
the period of January to December 2007, a total of
11,000 cubic meters of biosolids was produced by the
treatment plants.
Instead of treating biosolids as waste, we recycle them
for land application in lahar areas to enhance soil
quality. Studies have shown that when used as soil
conditioner, biosolids are effective in increasing crop
yield.
Our company is licensed by the Fertilizer and Pesticides
Authority (FPA) as a soil conditioner manufacturer and
distributor. We were also lauded by the Sugar Regulatory
Administration (SRA) for our efforts to improve the yield
of sugar cane farms by biosolids application.
We follow a strict set of procedures to guarantee compliance to
DENR standards.
We intend to further intensify our desludging program
and benefit the rest of the non-sewered areas within the
East Zone over the next five years. With the planned
completion of a third septage treatment facility in
Antipolo by 2009, more than 900,000 households are
expected to be benefited annually by the desludging
service.
Sample of lahar combined with biosolids used by farmers in
the north.
SUSTAINABILITY REPORT 2007
29

A Decade of
Continuing Service
We have also recognized the key role of biosolids
in response to the global warming issue. Thus, we
are studying means to recycle biosolids to enhance
yields of biodiesel-producing Jathropa curcas. We
have also initiated steps towards generating electricity
from biogases generated by digesting biosolids. We
are aiming to start an ecofarm that will intertwine
biosolids processing and recycling with carbon-reducing
initiatives.
The Makati South STP, our oldest STP, is the first STP to be fitted
with a Waste-To-Energy (WTE) system.
Through all these efforts, we have transformed a
potential liability into a truly sustainable resource.
Combined Sewer Drainage System
Combined Sewer-Drainage System employs the existing drainage systems as sewer
conveyors. This is the most practical solution to Metro Manila’s very busy city life. It is also
employed by most developed countries like the United Kingdom, Singapore, China, and the
United States of America.
Combined Sewer-Drainage Lines
Overflow System
during rainy Season
MANILA WATER COMPANY, INC.
30
RIVER
Treated Wastewater
WASTEWATER
TREATMENT PLANT

Protecting the
Environment
Recycling Water
RAW WATER
WATER TREATMENT
WATER
WATER DISTRIBUTION RECYCLING SEWERAGE & SANITATION WATER RECYCLING
Manila Water’s Supply Chain
In our search for new and innovative ways to
maximize resources, we have focused our attention
on the treated effluent of Sewage Treatment Plants
(STPs) or “recycled water.” In facilities like the Makati
South STP in Magallanes Village treated wastewater or
effluent is usually drained to an adjacent creek. Through
the Effluent Reuse Program, recycled water is collected
and used for other more productive purposes.
We first introduced the use of recycled water in 2005
in the efforts of the Metropolitan Manila Development
Authority (MMDA) to green the center islands along
the main thoroughfares of the metropolis. We have
since been seeking other ways to make use of this
resource.
The new trend of building two reticulation systems – one
for potable water, the other for recycled water – may
just provide us with the opportunities we need. We
foresee institutions with dual systems using recycled
water for flushing toilets, watering plants and other
uses that do not require potable water. Customers will
enjoy savings when they use recycled water since it
costs only a fraction of potable water. For our part, the
use of recycled water would leave Manila Water with
more clean water to distribute to far flung areas where
it is needed most.
In 2007, we have signed an agreement to provide
recycled water to the technological park in Quezon
City. This marked the first ever sale of recycled water
to another company. Manila Water will deliver at least
4 mld of recycled water to the park in mid-2008.
Looking forward, we plan to duplicate the effluent reuse
program to other big customers within the concession
area.
The UP STP will be the source of the first-ever
sale of “recycled water” in 2008.
SUSTAINABILITY REPORT 2007
31

A Decade of
Continuing Service
Contributing to a
Progressive Nation
As an indirect benefit of our many activities,
Manila Water generates more than 10,000 jobs
within our concession area. In addition, through
our “Livelihood Program”, we also tap community-based
organizations for “consumables” such as sign holders,
bollards, metal A-frames, meter set assemblies and
the like for our civil works. By the end of the year, our
livelihood projects generated an estimated PhP 22
million in jobs benefiting 700 families.
Also in 2007, livelihood opportunities were extended
to dependents of our rank and file employees. Family
members earned extra income by regularly washing
company vehicles. This service is also available to
employees for a minimal fee.
Several dependents of rank and file employees now enjoy a steady
stream of income from the Car Wash Program.
“The Carwash Project is a livelihood program
initiated by Manila Water for the Manila Water
Employees’ Cooperative. This project gives an
opportunity for the cooperative to earn additional
income for our members. It also became an avenue
to help the dependents of some employees. We
hope to continue to work with dedication for
the greater good of the Carwash Project. We are
grateful for the continuing trust and support.”
Contributing
to Local and
National
Economies
-Manila Water Employees’ Cooperative
MANILA WATER COMPANY, INC.
32
Manila Water is one of the major reasons the
Muslim and Christian families are living in harmony
here in Lupang Arienda, Taytay, Rizal. The “Water
for the Poor” Program of Manila Water provided
the answer to the dire need of the community for
clean yet affordable source of water. The Company
did not only give water to the community but
also provided livelihood for every member of the
cooperative through the “Livelihood Program”.
The program provided us with capital and work
contracts. Members of the cooperative contributed
to the successful implementation of the project by
ensuring that they follow the company’s standards
in water connections. The trust of Manila Water is
not ill-placed when it contracted the services of
our community cooperative to connect individual
connections of the water services instead of giving
the job order to big contractors. In fact, Manila Water
continues to engage our services through different
work contracts based on the needs of the company
such as the fabrication of A-Frames and meter
protectors. Steady growth and advancement of our
Muslim-Christian organization is easily achieved
because of Manila Water’s simple way of doing
business. We are very grateful to Manila Water for
providing not only clean and affordable water but
also a sustainable livelihood program. But most of
all, we are grateful because they brought the Muslim
and Christian families closer together as brothers and
sisters here in Lupang Arienda. (translated)
Miguelito Salgado
Chairman of the Board
Lupang Arienda
Muslim-Christian
Development Cooperative

Developing our
Employees
The District Officer Schooling develops staff employees to enable them to handle a territory effectively.
Developing our Employees
At the heart of our sustainable development
framework is our employees. We believe in
nurturing an individual to his full potential, and
in his ability to contribute to the organization. Hence, we
have designed programs anchored on these beliefs.
As a testament to this, we have championed the idea
of decentralization in our business operations. Manila
Water put up eight business area (BA) offices, each one
operating as a mini-Manila Water. This resulted to better
operations and customer service delivery.
Each BA is further subdivided into districts or territories,
manned by territory teams, and led by a Territory
Manager (TM). We have about 200 territory teams all
over the East Zone, each one empowered to manage
both customer and technical issues. These teams also
develop, implement and monitor service improvement
projects to better serve their customers. A Supply Zone
Manager (SZM), in turn, oversees a cluster of territory
teams.
A continuing education program is in place to further
develop and enhance the capabilities of our teams.
The School for Supply Zone Managers produced
31 graduates in 2007, while the TBM Continuing
Education produced 60 graduates. Patterned after a
school curriculum, each program consists of various
topics, with regular examinations, both written and oral
(panel interview).
Opportunities to become part of a territory team were
also given to high-potential staff by developing district
officers (DOs) who would manage a smaller area within
a territory. The DO position is actually a training ground
for future TMs. The DO school was launched in 2006,
and in December 2007, the second batch of DOs
graduated from the program. A total of 44 staffers were
promoted and became part of the management team.
We also supported the transformation of our staff-level
employees from manual to knowledge workers. As we
expand our services and grow older, we value more the
unique knowledge acquired by our field workers. For
instance, meter readers are transformed into meter
LEVEL
Total Workforce by Employment*
HEAD COUNT
GROUP DIRECTOR 2
SENIOR MANAGERS 56
MIDDLE MANAGERS 734
RANK & FILE 763
* includes permanent employees only
SUSTAINABILITY REPORT 2007
33

A Decade of
Continuing Service
consumption analysts (MCA) through the MCA School.
From merely reading the water meters, they now provide
valuable information from the field including condition
of the water meter, and analysis on the customers’
consumption level. This year, the MCA School produced
56 MCAs.
In terms of wastewater operations, we have also
transformed our tanker drivers into sanitation officers
(SO) by undergoing an SO Training. Upon completion,
the 15 SO graduates now oversee the operation of the
desludging service providers.
Manila Water is also committed to achieving excellence
by developing more leaders. The middle management
pool, having the potential to become the future leaders
of the company, was given developmental training
through the Business Management Program (BMP).
For 2007, the program was entitled Performance
Solutions and Innovation (PSI), in which the top 30
percent performers among the middle management
ranks were given a chance to review corporate gaps and
come up with recommendations through a camp-type
planning exercise. There were three PSI runs for 2007
participated in by 205 middle managers, producing
more than 40 top corporate doables approved by the
company’s Management Committee.
The leadership competency of the management team
was also strengthened through a series of leaders’
convergence seminars that featured respected leaders
in different fields to share the values of a true leader.
Respected speakers talked about their personal
advocacies during the monthly managers’ meeting.
Young employees are also being honed to become future
leaders through the company’s Cadetship Training
Program (CTP). The CTP is a six-month training program
for fresh graduates who are hired to become future
managers of Manila Water. The year 2007 produced
the 15th and 16th batch of cadets composed of 55
MANILA WATER COMPANY, INC.
34
“As I look back on the past six months of our DO
learning sessions, I am amazed by how I was able to
turn around my professional and personal life. You may
find it unbelievable, but I am now what you may say a
changed man. I am sure I am speaking for my other
colleagues here as well.
Before, I never gave serious thought to my classroom
trainings, but now, I value the learnings I have gained
from them and enthusiastically look forward to the next
sessions. I now look at a problem as an opportunity for
learning for I know I am able to exercise my knowledge
and skills to resolve it. Now I am only momentarily
discouraged by failures for I know they will open new
opportunities to improve my abilities. The DO School
did not serve as a competition to excel but instead
established camaraderie and strengthen the bond
among DOs across the organization.
This great step of making ourselves equipped,
competent and confident to move on to a new horizon
was made possible by God and the people who
believed in us. To all those who have helped me along
the way - my ABM, who opened a door for me, and to
my TM, who recognized my invaluable contributions to
our team, to my Supply Zone team’s cooperation, to my
CSS and TSS bosses for their support and monitoring,
to my ka-BA’s and MCM, and our DO School Facilitator,
for their usual trust and confidence, and to my DO
classmates who were very participative and who shared
their knowledge to each and everyone of us.
This is just the beginning. The challenge to move up
and make things better continues. We will not let you
down.
Fellow DOs, please stand up and together let us recite
our Dedication to Manila Water.
Maraming salamat po sa inyong lahat!”
Graduation speech delivered by:
RUDY MENDOZA
Valedictorian
DO School Batch 2

young professionals who will be initially placed in a
territory team for training.
These functional and developmental trainings totaled
7,980 training man-days for 2007.
In addition, developmental opportunities provided to
employees also come with career advancement. Around
275 employees or 17% of the total Manila Water
population, for example, were promoted in 2007.
Top performers were also recognized through individual
corporate recognition programs. Fourteen (14) senior
managers were awarded and formed the 2007
Chairman’s Circle. On the other hand, 78 middle
managers were given the President’s Pride due to
Performance Award. The staff-level employees were
equally recognized through the Huwarang Manggagawa
(“Model Employee”) Award that hailed 62 model
employees for the past year. One of these employees
was eventually given further recognition through the
annual The Outstanding Workers of the Republic
(TOWER) Awards from the Rotary Club of Manila.
Corporate-wide productivity and team contributions were
also recognized through the Annual Performance-Based
Incentive (APBI) program, which is a performancebased
mechanism of giving rewards to teams because
of their exemplary performance.
We believe in developing the well-roundedness of a
person. Apart from the many functional programs we
have standardized, we have a long list of company-
600
500
400
300
200
100
50
0
Composition of Employees* by Age
* includes permanent employees only
Total: 1,555
6%
7%
2%
5%
21-25 26-30 31-35 36-40 41-45 46-50 51-55 56-60
AGE
21%
35%
18%
6%
Each cadet passes through a stringent
training course before deployment to
their assigned areas.
Composition of Employees* by Gender
GENDER Group Director Senior Managers Middle Managers Rank and File Total
Collective Bargaining Non-CBU
Units (CBU)
MALE 2 32 471 620 30 1,155
FEMALE 24 263 74 39 400
TOTAL 56 734 64 69 1,555
% of Employees covered by Collective Bargaining Agreement (CBA) 44%
* Permanent employees only
SUSTAINABILITY REPORT 2007
35

A Decade of
Continuing Service
wide activities that bring out both the creative and
sportsmanship spirit of our employees. Annual sports
program are in place such as the Annual Tenpin
Affair, and the sports festival every summer, which
was dubbed OlympiX, focusing on the fact that we
are celebrating our tenth year of service. The 10th
anniversary concert was also a commemoration of this
special accomplishment. The year was properly capped
via a Musical Way of Christmas party which showcased a
broadway theme, gamely participated by all employees.
All these programs contribute to make our organization
a productive and familiar place, one where an individual
grows and develops as a well-rounded person.
AGE
Senior
Managers
Turnover, by Rank
Middle
Managers
CBU
NON-
CBU
TOTAL
21-25 11 3 14
26-30 7 1 8
31-35 1 4 5
36-40 4 4
41-45 3 2 1 6
46-50 1 1 1 3
51-55 2 1 3
56-60 4 1 5
Total 2 36 5 5 48
Turnover, by Gender
GENDER MALE FEMALE
Rank & File, CBU 5 0
Rank 7 File, Non-CBU 0 5
Middle Managers 25 11
Senior Managers 1 1
TOTAL 31 17
Creativity and passion of employees explode in corporate
events such as the “Musical Way of Christmas” party.
MANILA WATER COMPANY, INC.
36

Sustaining Strong Relationships
Community Engagement
The importance of water to the well-being of a community
necessitates that we maintain close ties with our customers.
Thus, regular meetings with groups of homeowners have
been factored into the work schedules of the East Zone’s
Territory Teams. The meetings are especially important
before, during and after the implementation of significant
projects.
Fora sponsored by local governments are also highlighted in
the calendars of Territory Teams. Events such as Pasig City’s
weekly Lingap sa Barangay and Makati City’s Ugnayan sa
Barangay allow territory representatives to hear directly
from community members.
Regular community consultations are key to addressing
customer concerns and maintaining high quality service.
In the 2007 survey on the Public Assessment on Water
Services (PAWS) conducted by the University of the
Philippines National Engineering Center, Manila Water got
a 96% Very Good rating for 300 barangays surveyed.
Government Relations
Coordinating with local governments and other key agencies
is a major part of our company’s stakeholder relations
management. A Manila Water officer has been assigned
to each of the 23 cities and municipalities within the East
Zone to coordinate with local officials on water, sanitation
and sustainable development programs.
Key Accounts Management
Manila Water provides premium service to a group of clients
that account for over 6% of the total number of water
service connections and almost 50% of our company’s
revenue.
A key accounts management unit addresses the growing
demands of these big business customers. The unit is also
at the forefront of a drive to convince these clients to use
surface water – and not privately-run deepwell pumps which
harm the environment – as their primary source of water.
Extra services given to key accounts include cistern
cleaning, leak detection and other technical support,
water quality testing, fire hydrant installation, metering
services, desludging and wastewater services and the 24/7
personalized service of designated territory and key account
manager.
2006 Public Assessment of Water Service
(PAWS) Survey
2007
300 Barangays
4%
Very Good
Source: MWSS Regulatory Office
Good
Getting Awarded For
Our Efforts
We have been privileged to receive various
awards not only in business categories, but
more importantly, in the area of sustainable
development.
TMs regularly visit customers during their
rounds in their territories.
S IFC Client Leadership Award
S Intel – AIM CSR Award
S Asiamoney’s Best Managed Company
(small-cap Category)
S Gold Quill Award on Communications
S Anvil Award on Public Relations
S Tower Award on Model Employee
SUSTAINABILITY REPORT 2007
37

A Decade of
Continuing Service
Maintaining A Model of
Public-Private Partnership
All our efforts on sustainable development are realized
mainly because we have managed to maintain a healthy,
professional relationship with the public sector. Manila
Water as an entity depends on two major factors:
consent of the government and public acceptance.
In 2007, we completed the second Rate Rebasing
exercise. The Rate Rebasing exercise is a year-long
review of our performance in the last five years, and
an evaluation of our future plans and programs, as
stated in our business plan. Both items are anchored
on our customer’s needs. Several layers of approval are
necessary prior to the final approval of our business
plan. The business plan is evaluated by the Metropolitan
Waterworks and Sewerage System regulators and their
consultants, and presented to the general public,
including a broad range of government and nongovernment
officials. Two major public consultations
attended by almost 400 people were held as well as
671 community consultations.
Mr. Aquino answers a query from the audience during a major
public consultation in Quezon City. A series of public consultations
were also held to fully explain our plans and programs to the
people.
The timely completion of the exercise is a testament to
the transparency of the relationship between the public
and the private sector, which will ensure that all plans
to improve lives continue.
MANILA WATER COMPANY, INC.
38

Ensuring Sustainability
for the Next 15 Years
SUSTAINABILITY REPORT 2007
39

Meeting the Challenges
to Sustainability
For Manila Water to be a reliable partner in building sustainable communities and an agent for the
protection of the environment, we have committed the following to achieve our goals in the next
15 years.
MANILA WATER COMPANY, INC.
40
Commitment No. 1: Help build communities
by providing them with clean potable water,
sewerage and/or sanitation services at affordable
rates.
Our high ratings based on an independent survey on
Public Assessment of Water Services (PAWS) indicate
a high level of efficiency in our central distribution
area. We hope to replicate these results in our
expansion areas in Rizal province and in the province
of Bulacan. Through the Bulacan Bulk Water Supply
Project (BBWSP), we will have the opportunity to serve
more than a million beneficiaries
coming from 200 barangays.
We have also expanded
our “Water for the Poor”
Program to include, in
some communities,
the correction
of substandard
pipe reticulation
“The health and safety of our school
children is a primary concern of the
Department of Education (DepEd).
We continuously find ways to improve
sanitation in our public schools, in
partnership with our private sector
stakeholders. We are grateful to
Manila Water for being part of our
effort.”
Director Mari Paul A. Soriano
Executive Director
DepEd’s Adopt-A-School Program
systems after the water meter and the installation of
faucets and toilets. We will also expand our service to
schools and other service institutions through our “We
Care” Programs by correcting the water and sanitation
systems of these institutions and by launching, in
partnership with the Department of Education, an
information campaign on the environment that will
cover schools throughout the East Zone.
We will likewise focus more keenly on providing
sewerage and sanitation services in the next decade by
building more sewage and septage treatment plants and
expanding our fleet of sanitation trucks.
Commitment No. 2 : Develop and promote
programs that will nurture, protect and conserve
our natural resources
Waste-to-Energy Program
A key component of this objective is the Makati South
Waste-to-Energy Project which covers the Makati
South Sewage Treatment Plant (MSSTP). The facility
can process 40,000 cubic meters of sludge per day. We
realize the possibilities offered by recovering methane
gas from the sludge or solid component generated by
this facility.
The project will involve retrofitting an anaerobic
wastewater reactor and the construction of a 300 Kilo
Watt on-site power plant called a Waste-to-Energy
(WTE) System. This facility will convert the methane
byproduct of wastewater treatment into a renewable
source of energy for STP operations. The system will
be registered as a Gold Standard Clean Development
Mechanism (CDM) project. The project would also
help our operations by reducing foul odors, improve
sludge treatment, and ultimately reduce greenhouse gas
emission. Construction of the facility started in 2007
and is expected to be complete by 2008.
River Basin Approach
Manila Water has recognized that in order to revive
river water quality to a healthy level, wastewater
infrastructure needs to be focused in a particular area.

This is the basis of Manila Water’s river basin wastewater
management approach which will be piloted in the
Marikina River.
Marikina River is a good candidate for river rehabilitation
as it is relatively the cleanest in Metro Manila despite
being biologically dead. The Marikina River winds some
30 kilometers from its junction with the Pasig River until
Rodriquez, Rizal. From Rodriguez it winds another 20
to 30 kilometers into its headwaters in the foothills of
the Sierra Madre. Through its length, the river drains
an area much is home to more than 1.5 million people.
By 2022, the area’s population is projected to grow to
more than 2 million people.
Manila Water’s Marikina River Basin Wastewater
Management Project is a holistic approach to realize
visible improvement in the Marikina River by 2010 and
to address the wastewater treatment needs of a rapidly
developing region.
The project is targeted to remove over 21.5 million
kilograms of pollution annually by the provision of
wastewater facilities and sewage interceptors. In
partnership with the local governments, Manila Water
hopes to realize a successful river rehabilitation model
that can be emulated in other river systems in Metro
Manila.
Master Plan
The Manila Second Sewerage Project (MSSP)
implemented from 2000 to 2005 and the Manila Third
Sewerage Project (MTSP) implemented from 2006 to
2010 are only initial steps towards the company’s longterm
goal of a more widespread sewer coverage.
By 2012, Manila Water will be embarking on the
construction of centralized sewage treatment facilities
that will cover 100% of its customers in Quezon City,
Makati, Mandaluyong, San Juan, Pateros, Taguig,
Marikina, Rodriguez, San Mateo, Pasig. This endeavor,
which is expected to be completed by 2022, will cost
some PhP 25 billion.
The wastewater management issue of Metro Manila is
an enormous task but we believe that by starting now
and by never letting up, we could all live to see clean
rivers again that people can truly enjoy.
Commitment No. 3: Operate the business in a
way that safeguards the health of our employees,
service providers and the general public
In 2007, we achieved the following
milestones in this area:
• 96% average safety performance at construction
sites
• No time lost from work-related accidents
• 541 man-days of Health and Safety Training
registered by Manila Water employees
• 175 man-days Occupational Health and Safety
training registered by contractors
This year, we will launch our Greening the Supply
Chain (GSC) program which involves, among others, an
intensified Health and Safety policy for implementation
throughout the organization.
Sewer Coverage
1997 2007 2012 2022
3% 12% 30% 63%
SUSTAINABILITY REPORT 2007
41

Meeting the Challenges
to Sustainability
Commitment No. 5: Assess and manage the risks
associated with our operations by instituting and
adopting mitigating measures
The identification of risks and the development of
plans to mitigate possible threats is an enterprise-wide
activity at Manila Water. All the departments participate
in a quarterly review of all key result areas, revenue
drivers and major risks. For each identified major risk,
a mitigation plan is prepared. The risk mitigation and
action plans are included in the business plan, annual
budget and rate rebasing targets.
Meanwhile tests and drills to evaluate the readiness
of units to implement crisis plans are facilitated by a
Business Continuity Team and the Incident Management
Response Team.
Manila Water works hand in hand with cooperatives in delivering
water services and livelihood.
As we expand our business, we will take great pains
to ensure that our quality monitoring capabilities keep
up with our organization. We will maintain sampling
points equivalent to 0.1 % of our customer base, or
more, as we expand.
In April, our company conducted our second Earthquake
Preparedness Drill participated by the respective local
government units, Bureau of Fire Protection and rescue
teams.
Manila Water recognizes that all our physical assets,
most particularly the potable water system, has to be
protected against any disasters. Thus, our recently
approved plans following the Rate Rebasing exercise
includes an Earthquake Mitigation Plan that aims to
make our major pipes more resistant to earthquake
damage.
We will also uphold Section XXVIII of the Collective
Bargaining Agreement which refers to occupational
Health and Safety agreements.
Commitment No. 4: Develop self-sustainable
communities by instituting capacity-building
mechanisms and livelihood programs
MANILA WATER COMPANY, INC.
42
We will expand the number and degree of involvement
of backyard cooperatives incorporated into our supply
chain. Cooperatives already doing business with us
will be invited to do more jobs for our company. In
2007, some of these cooperatives began undertaking
minor pipelaying projects. In 2008 onwards, we hope
to engage more community-based organizations in this
activity.
Regular drills in the company prepare employees to respond
appropriately to earthquakes or fires.

Commitment No. 6 : Incorporate the principles
of corporate governance in all our business
operations
Manila Water’s corporate governance policies are
anchored on our Corporate Governance Manual, which
supplements the articles of incorporation and by-laws
of our company. We have adopted leading practices
and principles on good corporate governance and have
fully complied with all the requirements of the manual
for the year 2007
In November 2007, Board of directors approved the
revisions to the manual which seek to enshrine best
practices in corporate governance. The revised manual
formalized the role of the Audit and Governance
Committee in corporate governance, pursuant to the
Audit Charter and existing practice in our company.
The Audit and Governance Committee was given
additional functions, including an annual evaluation of
the board and executive officers. The revised manual
also enhanced the role of the corporate secretary in
corporate governance. The corporate secretary is tasked
to ensure that the board follows internal rules and
external regulations, to facilitate clear communication
between the board and management, and to inform key
officers of latest corporate governance developments.
The revised manual further strengthens the company’s
policy on disclosures and related party disclosures.
In addition, we implemented several initiatives to
further strengthen our corporate governance practices
in 2007. Our company adopted a policy on reporting
of fraudulent or dishonest acts. Since the adoption of
the policy in 2007, we have, through the office of the
compliance officer, received and acted upon several
reports filed pursuant to the policy. We also enhanced
Existing Guidelines and Policies
S Capital Expenditures and Investments
Committees – oversees bidding systems; grants
approvals for capital expenditures
S Asset and Risk Management Team – conducts
various risk assessment and incident
preparedness activities to address identified
corporate risks
S Insider Trading Policy - prohibits directors,
officers and confidential employees from
trading in Manila Water shares within a certain
period before and after the release of material
information to the public.
S Policy on acceptance of gifts - prohibits
all officers and employees from accepting
giveaways from suppliers, contractors and
other business partners, which can be viewed
as influencing the manner on which an officer
or employee may discharge his duties.
S Policy on conflict of interest – prohibits
contracts/arrangements of employees and their
relatives up to fourth degree of consanguinity
For a complete copy of our corporate governance
manual, log on to www.manilawater.com
our website and annual reports in line with the thrust
to be more transparent and prompt in the disclosure of
all material facts relating to our business.
To further enhance our corporate governance practices,
Manila Water created a corporate governance office.
This section is in charge of issuing and implementing
corporate governance policies, as well as monitoring
Corporate Governance Structure
Board of Directors
(11 members)
Compliance Officer
Executive
(5 members)
Audit and
Governance
(3 members)
Nominations
(3 members)
Proxy
Validation
(3 members)
Corporate Secretary
Remuneration
(3 members)
SUSTAINABILITY REPORT 2007
43

Meeting the Challenges
to Sustainability
Commitment No. 9 : Make sure that the
construction of new facilities as well as adoption
of new technologies support the principles of
sustainability
Manila Water ensures transparency in stockholders’ meeting.
With the goal of conserving our resources, our new
service improvement plan ensures that all new facilities
will be operated at a minimal cost, even if it means
increased capital expenditures so that new technologies
can be adopted. This ensures that valuable resources
are conserved. We will also duplicate the waste-toenergy
facility as well as the recycled water system in
all our future wastewater treatment plants.
MANILA WATER COMPANY, INC.
44
compliance with the same. It also actively participates
in corporate governance programs and initiatives
conducted by government entities and private
organizations, and disseminates the latest corporate
governance developments across the organization.
Commitment No. 7: Strengthen and sustain
our relations with the communities and the
government through community development
programs
Community development has always been at the heart
of all our sustainable development initiatives. In 2008,
we aim to develop and construct sanitation systems
for low-income communities, which would eventually
connect to a sewer network. More than simply engaging
local governments and communities in the planning
process, we intend for them to be directly involved in
the construction, operation and maintenance of the
project.
Commitment No. 8 : Ensure that the principles of
sustainable development are well communicated
to all our stakeholders.
A module on Sustainable Development is already
incorporated in all of Manila Water’s training programs.
Starting 2008, we will undertake a Climate Change
information campaign that will be aimed at our
employees as our initial audience. This is in line with
the formulation of our carbon management plan. We
also plan to be an active partner in the International Year
of Sanitation (IYS), which aims to promote awareness
on sustainable sanitation.
Apart from these, we will be undertaking several
initiatives namely pump, motor and blower evaluation,
systems modeling and equipment alignment, which
are all meant to identify the efficiency of these items.
We are also determining our electrical, mechanical and
instrumentation reliability. Our goal is to come up with
measures that would maximize their effectiveness and
reliability, and therefore reduce power consumption.
Commitment No. 10: Design and develop an
environmental management system that would
ensure the sustainability of our operations.
In 2008, we will undergo an Environmental Management
System (EMS) Training program. With the help of the
Federal Republic of Germany through one of its bank,
Deutsche Investitions - und Entwicklungsgesell schaft
mblt (DEG), we will learn how to incorporate the
principles of Sustainable Consumption and Production
(SCP) into our operations. This will be assisted by our
partner, the Asia Pacific Roundtable for Sustainable
Consumption and Production (APRSCP).
This module includes training on Environmental
Management Accounting (EMA). We are already
implementing an organizational-wide Total Management
System (TMS) which looks into the amount of resources
we consume for the corresponding production.
Environmental Management Accounting ensures that
we are operating at our most efficient levels as a
means to ensure the sustainability of our resources and
consequently, of our operations.

Our Policy on Climate Change
We will...
• Develop and implement a Carbon Management Plan
• Continue to improve efficiency in energy consumption
and increase use of energy from sustainable sources –
such as waste to energy projects at wastewater plants.
• Consider the impact of climate change in our
operations – medium and long term - and put in place
mitigating measures, e.g, New Water Sources.
• Continue to plant trees to protect watersheds in order
to combat the effects of Global Warming
SUSTAINABILITY REPORT 2007
45

Appendix: GRI
Reporting Index
About the GRI
The Global Reporting Initiative (GRI) is an organization that focuses on developing a set of sustainability reporting
guidelines that cover an organization’s social, economic and environmental performance. It develops and advocates
a reporting framework that will enable businesses to disclose information absent from conventional financial reports.
It is considered the most comprehensive and credible set of sustainability performance disclosure guidelines ever
produced, to which thousands of sustainability reports have been checked against.
GRI G3 is the third and newest set of standards issued by the GRI in October 2006.
Report Application Level
C C+ B B+ A A+
G3 Profile
Disclosures
Report on:
1.1
2.1-2.10
3.1-3.8,3.10-3.12
Report on all criteria
listed for Level C plus
1.2
3.9,3.13,4.16-4.17
Same as requirement
for Level B
Standard Disclosure
G3 Management
Approach
Disclosures
Not Required
Report Externally Assured
Management Approach
Disclosures for each
indicator Category
Report Externally Assured
Management Approach
Disclosures for each
indicator Category
Report Externally Assured
G3 Performance
Indicators &
Sector Supplement
Performance
Indicators
Report on a minimum
of 10 Performance
indicators, including at
least one from each of:
social, economic and
environment.
Report on a minimum of
20 Performance indicators,
at least one from each of:
economic, environment,
human rights, labor, society,
product responsibility.
Respond on each core
G3 Section Supplement*
indicator with due regard to
the materiality Principle by
either: a) reporting on the
indicator or b) explaining the
reason for its omission
MANILA WATER COMPANY, INC.
46

Locator of the GRI Index
PROFILE
1. Strategy and Analysis
1.1 Statement from the most senior decision-maker of the organization
2. Organizational Profile
2.1 Name of the organization
2.2 Primary brands, products, and/or services
2.3 Operational structure and main divisions
2.4 Location of organization’s headquarters
2.5 Countries/areas of operation
2.6 Nature of ownership and legal form
2.7 Markets served
2.8 Scale of the reporting organization
2.9 Significant changes during the reporting period
2.10 Awards received in the reporting period
3. Report Parameters
3.1 Reporting period for information provided
3.2 Date of most recent previous report
3.3 Reporting cycle
3.4 Contact point for questions regarding the report or its contents
3.5 Process for defining report content
3.6 Boundary of the report
3.7 Scope/ boundary limitations
3.8 Basis for reporting on joint ventures
3.10 Explanation of the effect of any re-statements of information
provided in earlier reports, and the reasons for such re-statement
3.11 Significant changes from previous reporting periods in the scope,
boundary, or measurement methods applied in the report
3.12 Table identifying the location of the Standard Disclosures in the
report
4. Governance, Commitments and Engagement
4.1 Governance structure of the organization
4.2 Chair of the highest governance body
4.3 Members of the highest governance body
4.4 Mechanisms for shareholders to provide recommendations
or direction
4.14 List of stakeholder group engaged
4.15 Basis for identification and selection of stakeholders
SECTION
Message from the Chairman and
the President
About Us
About Us
About Us
About Us
About Us
About Us
About Us
About Us
Developing Our Employees
About This Report
Sustaining Strong Relationships
About This Report
About This Report
About This Report
About This Report
About This Report
About This Report
About This Report
About This Report
Appendix
Meeting the Challenges to
Sustainability
Meeting the Challenges to
Sustainability
Meeting the Challenges to
Sustainability
Meeting the Challenges to
Sustainability
Sustaining Strong Relationships
Maintaining a Model Private-Public
Relationship
Sustaining Strong Relationships
PAGE
pp. 2-4
p. 6
p. 6
p. 6
p. 6
p. 6
p. 6
p. 6
p. 6
pp. 33 - 36
inside front cover
p. 37
inside front cover
inside front cover
inside front cover
inside back cover
inside front cover
inside front cover
inside front cover
inside front cover
inside front cover
pp. 47 - 48
pp. 43 - 44
pp. 43 - 44
pp. 43 - 44
pp. 43 - 44
p. 37
p. 38
p. 37
SUSTAINABILITY REPORT 2007
47

Appendix: GRI
Reporting Index
MANILA WATER COMPANY, INC.
PERFORMANCE INDICATORS
Economic
EC1 Direct economic value generated and distributed.
EC8 Development and impact of infrastructure investments and
services.
Environmental
EN5 Energy saved due to conservation and efficiency improvements.
EN6 Initiatives to provide energy-efficient or renewable energy based
products and services.
EN8 Total water withdrawal by source.
EN9 Water sources significantly affected by withdrawal of water.
EN10 Percentage and total volume of water recycled and reused.
EN21 Total water discharge by quality and destination.
EN26 Initiatives to mitigate environmental impacts of products and
services, and extent of impact mitigation.
EN30 Total environmental protection expenditures and investments.
Social
LA1
LA2
LA4
LA6
LA7
LA9
Total workforce by employment type, employment contract, and
region.
Total number and rate of employee turnover.
Percentage of employees covered by collective bargaining
agreements.
Percentage of total workforce represented in formal joint
management–worker health and safety committees that help
monitor and advise on occupational health and safety programs.
Rates of injury, occupational diseases, lost days, and absenteeism,
and number of work related fatalities.
Health and safety topics covered in formal agreements with
trade unions.
LA10 Average hours of training per year.
LA12 Percentage of employees receiving regular performance and
career development reviews.
PR3 Type of product and service information required by procedures
and percentage of significant products and services subject
to such information requirements.
PR5 Practices related to customer satisfaction, including results of
surveys measuring customer satisfaction.
SECTION
Message from the Chairman and
the President
Improving Lives Through the Water
for the Poor Program
Extending Assistance for
Marginalized Groups
Raising the Quality of Public
Service
Contributing to a Progressive
Nation
Developing Our Employees
A Decade of Successful
Partnerships
Sustaining Operational Efficiency
Expanding Wastewater Services
Sustaining Operational Efficiency
Managing Watersheds
Our Services : Delivery of Potable
Water
Managing Watersheds
Our Services : Delivery of Potable
Water
Recycling Water
Our Services: Sewerage
Our Services: Sanitation
Expanding Wastewater Services
Message from the Chairman and
the President
Protecting the Environment
Message from the Chairman and
the President
Protecting the Environment
About Us
Developing Our Employees
Developing Our Employees
Developing Our Employees
Developing Our Employees
Developing Our Employees
Developing Our Employees
Developing Our Employees
Developing Our Employees
Providing Customer Service
Providing Customer Service
Sustaining Strong Relationships
Maintaining a Model Private-Public
Relationship
PAGE
pp. 2 - 4
p. 18
p. 19
p. 20
p. 32
pp. 33 - 36
pp. 17 - 38
p. 26
pp. 27 - 30
p. 26
pp. 22 - 23
pp. 8 - 9
pp. 22 - 23
pp. 8 - 9
p. 31
p. 10
p. 11
pp. 27 - 30
pp. 2 - 4
pp. 22 - 31
pp. 2 - 4
pp. 22 - 31
p. 6
pp. 33 - 36
pp. 33 - 36
pp. 33 - 36
pp. 33 - 36
pp. 33 - 36
pp. 33 - 36
pp. 33 - 36
pp. 33 - 36
p. 12
p. 12
p. 37
p. 38
48

Manila Water Sustainability Report 2007
Feedback Form
1. Which stakeholder group do you belong?
¢ Employee ¢ Shareholder ¢ Government ¢ Media
¢ Community ¢ Customer ¢ NGO ¢ Others
¢ Manila Water Employee ¢ Supplier ¢ Investor (please specify)
2. How did you come to know about the Manila Water Sustainability Report?
¢ Manila Water Website ¢ Manila Water Employee ¢ Conference or Seminar
¢ Third party ¢ Others
(Please specify)
3. Which part of the report did you like best?
¢ Chairman and President’s Message ¢ Who We Are and What We Do ¢ Aligning Business and
Sustainability Goals
¢ A Decade of Excellent Service ¢ Ensuring Sustainability ¢ GRI Reporting Index
4. Which part of the report did you like least?
¢ Chairman and President’s Message ¢ Who We Are and What We Do ¢ Aligning Business and
Sustainability Goals
¢ A Decade of Excellent Service ¢ Ensuring Sustainability ¢ GRI Reporting Index
5. What is your overall impression of this report based on the following? (Please check)
Excellent Good Fair Poor
1. Content and Scope ¢ ¢ ¢ ¢
2. Design and Layout ¢ ¢ ¢ ¢
Other comments about the report or about Manila Water Company in general:
6. Did the report address the issues of greatest interest to you? Yes _____ No_______ Not sure______
7. Please indicate other issues which are relevant and should have been included in this report?
For further information or inquiries, please contact:
Anna Romelyn R. Almario
Sustainable Development Manager
Email: susdev@manilawater.com or
lyn.almario@manilawater.com
Telephone Number: (632) 9818162
Telefax Number: (632) 9818164

Manila Water Sustainability Report 2007
Feedback Form
1. Which stakeholder group do you belong?
¢ Employee ¢ Shareholder ¢ Government ¢ Media
¢ Community ¢ Customer ¢ NGO ¢ Others
¢ Manila Water Employee ¢ Supplier ¢ Investor (please specify)
2. How did you come to know about the Manila Water Sustainability Report?
¢ Manila Water Website ¢ Manila Water Employee ¢ Conference or Seminar
¢ Third party ¢ Others
(Please specify)
3. Which part of the report did you like best?
¢ Chairman and President’s Message ¢ Who We Are and What We Do ¢ Aligning Business and
Sustainability Goals
¢ A Decade of Excellent Service ¢ Ensuring Sustainability ¢ GRI Reporting Index
4. Which part of the report did you like least?
¢ Chairman and President’s Message ¢ Who We Are and What We Do ¢ Aligning Business and
Sustainability Goals
¢ A Decade of Excellent Service ¢ Ensuring Sustainability ¢ GRI Reporting Index
5. What is your overall impression of this report based on the following? (Please check)
Excellent Good Fair Poor
1. Content and Scope ¢ ¢ ¢ ¢
2. Design and Layout ¢ ¢ ¢ ¢
Other comments about the report or about Manila Water Company in general:
6. Did the report address the issues of greatest interest to you? Yes _____ No_______ Not sure______
7. Please indicate other issues which are relevant and should have been included in this report?
For further information or inquiries, please contact:
Anna Romelyn R. Almario
Sustainable Development Manager
Email: susdev@manilawater.com or
lyn.almario@manilawater.com
Telephone Number: (632) 9818162
Telefax Number: (632) 9818164