Aguascalientes - Mexico Water and wastewater service

Before the change to a public-private partnership, service organization in this large Mexican city was very centralized: employees were based at two sites and customers had to go to the head office to pay their bills.Water losses were very high, and the maintenance and repair policy for the water distribution network and wastewater collection system needed to be reinforced.

Reorganization of water services into five sectors

The new organization put in place by Proactiva México divides the territory into five operating sectors. These sectors are then divided into four or five sub-sectors, each with 8,000 to 10,000 customers. Each sector is in charge of water production and distribution and wastewater collection and treatment in its area.Water is produced from 170 wells located throughout the city.

Creation of nine local agencies for customer service

In order to be as close as possible to customer needs, Proactiva México decentralized customer service. Five local agencies were set up during the first two years of the contract and the two latest agencies opened in 2005. At these agencies customers can set up their water contract, pay bills, ask for information on water quality and so on, without having to travel a long way from home.

Implementation of policy on leak reduction

Proactiva México generalized the use of macrometering on the distribution network or replaced customer meters. A total of 92% of customers now have meters. At the same time, a program was launched to find and reduce leaks. New techniques for maintaining and replacing or rehabilitating the network were introduced.

Several awards for the water service

ISO 9001:2000 certification in all areas, ISO 14001: 1996 certification in all areas. National Efficiency Prize from ANEAS (national association of water and wastewater companies; 600 members).

• Operating costs reduced 20% during the first two years of the contract.
• Quality of customer service improved: no more having to wait in line at the central service office, etc.
• 93% of bills are paid.
• Leaks reduced by almost 50%.
• Responsibilities clarified for service operation, and organization corresponds better to needs on the ground.