Multiservices

 

Advantages of Multiservice solutions

• A simplified management for the local authority, since it deals with only 1 partner

•Cost mutualization and economies of scale for the local authority and then for the services users (eg: a unified customer management system)

•A better coordination of works : savings for local authority, shorter work planning, reduced impact on environment and neighbors.

•Higher guarantee for the local authority to obtain timely new infrastructure

•Higher payment collection rates, and then more financial security for the operator and the sponsors of the project

•A unified quality of services provided to customers and perceived by them: no discordance between different local public services

•A simplified services for customer:
  • The same call center and local agencies for all services,
  • A unique bill, with detailed information about the price of each service

•Possible financial synergies with profits from electricity provision funding investment in the water or sanitation services (eg: Morocco)

An example : The mutli-utility concession of Rabat-Sale

Challenges:

  • With the consent of the contracting authority ofRabat-Salé, Veolia Wateracquired Redal, thecompany holding the concession to supplyelectricity, water and wastewater services toboth cities, in October 2002.
  • Through this contract, the Moroccan authorities aims at improving the quality of life for residents ofRabat (Morocco's capital with almost 2 millioninhabitants). This is essential for developing thecity's economy andpromoting it as a touristdestination.

Objectives:

 

  • Support the development of the capital and the surrounding region (12 municipalities involved)
  • Clean up the Bouregreg river and the Atlantic coast
  • Broaden access to electricity, water and wastewater services for low-income households
  • Achieve network efficiency of 95% for electricity
    by 2007 and 85% for water supply by 2018
  • Modernize public services
  • Improve the efficiency of water, electricity
    and wastewater services

Key figures:

  • No. of customers (electricity): 404,000
  • No. of customers (water and wastewater): 322,000
  • Average annual turnover: €170 million

Veolia Water's solution:

An effective and innovative management of services through:

  • A pollution reduction plan for the Atlantic coast and the Bouregreg river, including the construction of 23 km of interceptors, 8 pumping stations, 2 wastewater treatment plants and 2 sea outfalls
  • Extension and strengthening of electricity, water and wastewater systems.
  • Improvement of the reliability of electricity and water supplies by bolstering the HV/MV delivery point substations and water storage facilities
  • Completion in the first 5 years, in line with the concession contract, of 15,000 subsidized connections in water, 20,000 in wastewater and 30,000 in electricity
  • Gradual improvement in water and electricity efficiency through monitored technical management of the networks.

Support programs:

  • Creation in 2003 of the "Allo Redal" call center, the first in Morocco for customers of local public services.
  • Development of service standards to offer quality of service to all Redal customers.
  • Launch of mobile agencies and payment counters to serve people in outlying districts and rural areas.
  • Development of new customer services ("Jlwar" local payment centers, direct debit etc.) and longer opening hours for agencies.
  • Community action initiatives, beach clean-up operations, site visits and environmental awareness campaigns.