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PR AND ANNOUNCEMENTS
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THE MAKING OF TEAM WASA
Restructuring paving way to success
WASA in 2002 began a restructuring exercise that is already showing its potential in the building of a formidable customer-friendly, results-oriented Team WASA.
The shake-up began early in 2002 with installation of a new Board followed by a revitalized management structure headed by a Chief Executive Officer. He is supported by an experienced group of General Managers each vested with a portfolio targeted at key areas of operation and pegged to development of a customer-friendly, service-oriented environment.
The first major challenge was to carry out a mandate by government to bring quick relief to consumers who were either not connected to the distribution system or whose level of service fell below 48 hours a week.
This resulted in development of a Short Term Investment Plan (STIP) as part of a National Social Development Programme initiated by the Prime Minister.
The year just ended was a period of struggle, with employees of all ranks bonding into what has become Team WASA and notching up a record of achievements. Now, Team WASA is committed to upscale last year’s achievements by taking production and service to new heights of excellence.
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WASA'S BOARD OF COMMISSIONERS
Given the government's mandate to satisfy it's customers, The Water And Sewerage Authority - under the guidance of its Board of Commissioners and CEO Errol Grimes has set itself goals
that will increase the Authority's level of productivity and quality of customer service.
The team, appointed with effect from 2006 February 01st for a three(3) year term, comprises the following:
· Dr. Rollin Bertrand - Chairman
· Mr. Richard Roach
· Ms. Charmaine Caballero
· Ms. Cherryl Guide
. Ms. Margaret Rose
. Mr. Carl Groome
. Mr. Hayden Blades
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C.E.O, A CAREER PROFESSIONAL
Errol Grimes, a career-oriented Civil Engineer who joined the Authority in 1982, and worked his way through the ranks, was appointed Chief Executive Officer with effect from May 14, 2002.
Mr. Grimes, who holds a B.Sc. Honours degree in Civil engineering from the UWI and underwent advanced professional engineering training in Germany, has acquired a wealth of experience in Change Management in the implementation of transformation strategies and a people-centered, performance-driven style of leadership.
He has the full backing of the Board of Commissioners and is joined by a highly experienced and competent team of
seven General Managers in a relentless drive to achieve the Authority’s corporate mission to establish itself as the leader in water and wastewater management in the region.
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The Executive Team
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MR. ERROL GRIMES
Chief Executive Officer
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MR. OSWYN EDMUND, BSc.
General Manager, Tobago, Services
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MR. WAYNE JOSEPH, MSc., BSc.
General Manager, Operations
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MR. GERARD RICHARDSON, BSc.
General Manager, Human Resources
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MR. GODFREY VENTOUR, BSc., MBA
General Manager Business Services
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MR. LESLIE FIGARO, MSc., BSc
General Manager, Corporate Services
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MR. GERARD YORKE
General Manager, Finance
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DR. STEVE FLETCHER, PhD
Director, Water Resources Agency
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SHORT-TERM INVESTMENT PLAN (STIP) BRINGS
WATER TO THOUSANDS OF CUSTOMERS
Some 50,000 benefit from new pipelines, Booster Stations
The first phase of the Short Term Investment Plan (STIP) initiated in April 2002 cost the utility some $50 million and brought relief to some 50,000 customers as the Authority sought to carry out government’s mandate for delivery of potable water, particularly to hard-hit areas of the country.
Phase One of the plan consisted of 132 projects in different parts of the country where residents either had no pipe-borne water supply, received water less than 48 hours a week or experienced extremely low pressure.
The projects culminated in
- Installation of 76 km (some 47 miles) of new pipelines—almost double the projected figure of 39 km.
- Rehabilitation and construction of 15 Booster Stations—three more than projected. Commissioning of the pipelines and Booster Stations benefitted more than 45,000 persons who are now receiving a regular supply of water.
- Water connections to over 3,200 new customers
- Installation of 111 Communal Tanks—each with a 1,000-gallon capacity—in 60 communities to provide relief to consumers pending their connection to the pipe-borne distribution system. Special arrangements were made to keep the tanks replenished.
- Introduction of Customer Support Systems that are more pro-active and customer-friendly.
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Leak reporting plays its role
3,500 LEAKS BEING REPAIRED EACH MONTH
In an attempt to manage the country’s water resources more efficiently, the Authority launched a Toll-free hotline— 800-LEAK—for use by the public in the reporting of leaks and burst mains.
This initiative met with instant success and the Authority has been repairing an average of 3,500 leaks per month since start of that programme in September as part of the STIP.
The increased volume of water being made available to customers has been putting increased pressure on old distribution mains, resulting in leaks and, at times, bursting. The old mains are being gradually replaced to ensure the least inconvenience to customers.
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A glimpse at the STIP track record
57% OF THE POPULATION RECEIVING
WATER ROUND-THE-CLOCK AFTER S.T.I.P.
The success of the STIP may be more appreciated by taking a brief glimpse of statistical data before and after launch of the programme.
A total of 288,164 persons or 23% of the population had been getting water less than 48 hours a week between December 2001 and February 2002.
By end of Phase One of the programme the number had plummeted to 38,443, or three percent of the population.
Another 309,147 are receiving water five days a week compared with 388,878 who had been receiving water between five and seven days a week before STIP.
At the same time, the water supply to the other categories of customers was greatly improved.
Contributing to the record achievement were the commissioning of new wells, operating efficiency, high rainfall that brought impounding reservoirs to peak levels and the commissioning of the Desalination Plant
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CEO LOOKS INTO THE FUTURE
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MR. ERROL GRIMES
Chief Executive Officer
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We have been through a rather tough year, surmounting major challenges posed principally by low revenues, unfavourable weather conditions, environmental and man-made problems and two disasters that impacted on our health and safety practices.
The good news is that, given the positive effects of the transformation that took root last year, we have been able to start the building of a formidable Team WASA that has been successful in putting water into communities that were under-served and those that were not being served.
New Challenges
Year 2003 poses new challenges for the Authority and we must perforce play ‘catch-up’ in the context of outstanding work as well as current and projected growth.
Forging bonds with stakeholders
In our thrust forward, we will be considering ways to expand our partnership with the private sector and to collaborate more with our customers and the trade unions whom we recognise as key stakeholders.
We want to expand our reach locally, regionally and globally and have already signed a mutual assistance agreement with the Public Utilities Board of Singapore, a company recognised as the world class model in wastewater management and water recycling.
We are also looking at partnering with local institutions such as the UWI, John Donaldson technical Institute, San Fernando Technical Institute and business schools to develop our skills base.
Our transformation is about customer power, staff motivation, innovation and the flexibility that would permit Team WASA to function at maximum efficiently. Change is here, it is constant and as a change master one must be in tune with the environment by employing out-of-the-box methods to achieve one’s goals.
Our new Minister of Public Utilities and the Environment, Senator Rennie Dumas, impresses upon us a new vision for a sustainable future. This, and the relentless demands of the Board of Commissioners impel us to use all our resources in continuing to meet consumer demands inclusive of
- Expansion and enhancement of the water distribution system with laying of pipelines, rehabilitation and construction of Booster Stations
- Sewerage treatment and disposal with particular emphasis on the $200 million wastewater treatment plant being built at the Beetham site. Work is on schedule and it is to be commissioned around the middle of next year. The Plant will have a capacity of 75 million mega litres a day, making it one of the largest facilities of its type in the region. It will treat domestic and industrial waste from greater Port of Spain. The effluent produced will exceed the current standards for environmentally sensitive areas such as the wetlands where the plant is located.
- Continuing improvement of customer services
- Enhanced health and safety practices
- Employee relations and human resource development
- A pilot project in metering for domestic customers so that they can pay for the water that they actually use.
More power for Tobago in decision-making
The restructuring exercise has given Tobago greater status in the decision-making process of the Authority through appointment of Mr. Oswyn Edmund as General Manager for Tobago Services.
His direct involvement has simplified service delivery and Tobago now rates ahead of Trinidad in provision of pipe-borne water, conservation and back-up services. The de-silting of the Hillsborough and King’s Bay impounding facilities will also go a long way in further improving the reliability and quality of potable water supply to customers.
The focus has now turned to ‘Sewering’ of the entire southwest region of the island in a move that will give a welcome boost to the island’s tourism industry.
Widening gap between revenue & expenditure
It’s costing us more and more to deliver services and to maintain plant and equipment at acceptable standards. Our revenues are no longer commensurate with the level of services that we deliver and we are working with government in looking at various initiatives to close the widening gap between revenue and expenditure.
Role of the customer
Attempts are continuing to produce and deliver services at the most economic rate and our customers, the general public for that matter, must play a more positive role, not only in water conservation but, importantly, in co-operating with the Authority in various ways.
We are dealing with debilitating situations such as water-stealing, unpaid bills and illegal connections, all of which are taking heavy toll on our revenue-earning potential. This year, we will be tackling these and other problems on all fronts.
It’s only with team spirit that we can go forward. Challenge poses opportunity and we remain committed to the corporate mission to be able to better serve our customers.
WASA is neither a building nor a piece of equipment; WASA is people, so we will continue focussing on people initiatives as part of our transformation that is customer-friendly and performance-driven by our new and holistic human relations practice. Admittedly, the task is great.
We ask for patience and understanding as we seek to accomplish our vision to be the centre of excellence in provision of water and sewerage disposal services in the region with due regard to preservation of the environment that we hold so dear.
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NEW TECHNOLOGY AT BOOSTER STATIONS
In the latter part of the year the Authority introduced new technology Electronic Variable Speed Drive (VSD) pumps in 11 Booster Stations to enhance delivery of services under the STIP programme, increase the efficiency of operational maintenance and, in the process, effect valuable savings.
The VSDs control the flow of water being pumped into the distribution lines, thus effectively serving the varying output needs of customers in low and high-level areas. They also enable a “no-load” start that eliminates a rush of electricity and reduce potentially damaging pressure by flow surges in the pipe network, thus minimising the “water-hammer” phenomenon that causes breakdowns such as leaks and burst mains.
The pumps differ from the magnetic clutch Variable Speed Pump Operation at the Caroni Water Treatment Plant.
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BILL PAYMENTS MADE EASY...TTPOST COMES ON BOARD
Payment of WASA bills has been made more convenient and cost effective for the authority’s 300,000-plus customers.
There are now some 122 payment centers in the various parts of the country where customers won’t have to pay service charges when paying their utility bills. Seven of those payment centres are operated by WASA, 19 by TT Post, 26 by RBTT, 22 by First Citizens Bank and 48 Republic Bank Branches.
WASA is footing the bill for service charges at the outlets mentioned above.
Latest to join the list of payment centers not imposing service charges on WASA customers is TT Post. A WASA TT Post Billpay service was launched on February 11 at the La Joya Complex, St. Joseph in a ceremony attended by the Minister of Public Utilities and the Environment Senator Rennie Dumas and executives of both WASA and TT Post.
In what he described as “an important milsestone” in customer service, Senator Dumas alluded to “significant economic and social benefits” in store for those who used the WASA/TT Post Billpay service.
“Our senior citizens would be the prime beneficiaries, for no longer would they have to hire a car to take them to several locations every month to pay their basic utility bills. Instead, TT Post Billpay service will be a fast, secure and convenient option for all customers”, Senator Dumas added.
He also criticized commercial banks for charging customers a fee when paying utility bills through the banks. The minister’s broadside brought an immediate response from the country’s largest bank – Republic. Less than 24 hours later the bank withdrew its $4 service charge, joining RBTT and First Citizens who have not been imposing service charges on WASA bill payers. The increased number of payment centers now makes it more convenient for all customers to pay their bills.
General Manager Finance, Richard Etienne said the new arrangement also offered increased hours to pay bills, with many of the TT Post offices accepting Billpay extending business hours with some of them opening on Saturdays.
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Copyright 2006 The Water and Sewerage Authority of Trinidad and Tobago. ©
Web Site Design and Layout By : Lee Assam, MIS Dept, Head Office
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