Although in the past Macao Water has focused primarily on technique and production management, it has now succeeded in transforming itself into a service-oriented company placing equal emphasis on techniques, management and service - particularly customer service. The Customer Liaison Group is an important channel of dialogue between us and our customers. Through this channel, we listen to the opinions, suggestions, and recommendations of residents; and it is through this channel that we promote the company’s policies and services.

Ever since the Customer Communication Team was established, we have achieved significant results in respect of customer service (e.g.) co-operation has been sought with convenience shops in creating a network of payment options; the ‘water for all’ project accommodates low-income and disadvantaged social groups; corporate transparency has been improved along with our corporate image, and so on. From the customer satisfaction surveys conducted by different bodies in recent years, we see that Macao Water is highly rated and is one of the public utility enterprises offering the highest levels of satisfaction. Concerning management and human resource development, Macao Water has unstintingly striven to capitalise on its expertise. Specifically, having successfully undergone localisation over the last decade, the main workforce of technicians and managers in Macao Water is comprised almost exclusively of local talent.

Water supply is considered a minor issue in this small city, and yet it is an important one, and affects our livelihood. Ever vigilant, Macao Water has dedicated itself to serving residents with professionalism and responsibility. During periods of high water salinity in recent years, Macao Water spared no effort in recruiting help to actively support implementation of the transfer of water to reduce salinity, in addition to controlling the saltiness of rivers, etc. During the construction of the contingency anti-salinity project (Pinggang project) in Zhuhai, Macao Water not only overcame substantial challenges but dedicated considerable effort and resources to completing the project on time. The fact that Macao has not experienced any periods of high salinity for three consecutive years has to be attributed to the aforementioned measures, which have performed their core benefits.

In the past few years the urban development of Macao has progressed at an unparalleled pace. In order to meet increasing demand for water supply, Macao Water has taken the bold decision to invest huge amounts of money in the expansion of the Water Plant in Coloane, in addition to building the phase II of the Main Storage Reservoir Water Treatment Plant (MSRII) and Sai Van Booster Pumping Station. Thanks to these initiatives, the water supply capacity of Macao stands at 330,000m²/day, with 390,000m²/day attainable in the future, thus totally satisfying the demands of Macao’s anticipated development in the next 10-20 years.

Although the franchise is about to expire, the company has never hesitated in relation to water supply, service and investment. This is because of the company’s strong sense of social responsibility to the community of Macao, because of the long term mutual trust and support of the SAR government, and because of the company’s supreme confidence in the future development of Macao.

Today, people’s understanding of water resources is entirely different that that of 20 years ago. Environmental friendliness and conservation have emerged as unstoppable trends and tendencies of development. As Macao knows through its previous salinity problems, one realises that the economisation of water and resources cannot be achieved by slogans and promotions alone but rather it requires positive action. In this regard, Macao Water has long understood what it must do in order to progress. We will also allocate more resources to issues such as the economisation of water and environmental protection, and wholeheartedly support the government’s water economisation policy, so that our water supply service meets the high expectations of Macao residents in this regard.

It has been our honour to serve the community for 24 years, during which time we have experienced highs and lows, hand in hand with Macao. Now, we are refreshed for new challenges and ready for society’s ever increasing demands. Facing the ups and downs of the economy, we are prepared and confident; we will continue delivering excellent water supply services through our longstanding professionalism and abiding sense of responsibility.

Fan Xiaojun
Executive Director