WOP: Manila Water Company and PDAM Kota Surabaya

WOP: Manila Water Company and PDAM Kota Surabaya

ChrisChris   December 20, 2011  

wop asia

The aim of this WOP is to connect 3,000 new urban poor households in Surabaya


September 01, 2009 - August 31, 2010
Was the code of conduct followed?
Yes link
Did the operators sign a formal partnership agreement?
Don't know
Mentor motivations
Corporate social responsibility
WOPs facilitator


PDAM Kota Surabaya - Recipient


Other supporting organizations
USAID (Eco-Asia): Facilitation
World Bank: aid grant


Expanding services to low income households

connecting 3,000 new urban poor households in Surabaya, Indonesia; focus activities will include master meter implementation, surveying low-income households, and technical support on expanding services through OBA connections;


What types of activities were carried out to help develop operator capacity?
  • Joint planning or work
  • On the job training
  • Site visits
  • Study tours

Describe WOPs activities
September 2009
A three-person team from the Manila Water Company, Inc. (MWCI) of the Philippines visited PDAM Surabaya, from September 9-10, 2009, to assess challenges in serving the poor and present its own proven strategies in serving the poor and using an output-based aid approach. Surabaya has plans to rapidly connect 15,000 low-income households and seeks expertise from regional utilities such as MWCI that have connected large numbers of low-income customers while simultaneously improving its own operational efficiency. Through WaterLinks, the two water operators are jointly planning a one-year twinning partnership to ensure that Surabaya can expand service to 15,000 residents through a combination of community managed systems, as well as direct infill and expansion schemes.

November 2009
From November 24-26, 2009, two experts from Manila Water shared practical experience on improving water services to the poor with counterparts in Surabaya, Indonesia. The expert team trained Surabaya on site selection for communal master meters and on partnering with community-based organizations to manage water supplies. Following this visit, Surabaya will adapt Manila Water guidelines to its communal meter program and the focus will shift to large scale outreach to thousands of low-income potential customers.

February 2010
From February 2-4, 2010, The Manila Water Company hosted a delegation from PDAM Surabaya at its headquarters in Quezon City, Philippines, and field sites to share experience on procedures for applying community management systems to serve water to the poor, as well as on enabling field staff to work directly with low-income communities. Manila Water is helping Surabaya achieve its 2010 goal of providing water services to over 15,000 low-income residents under a World Bank output-based aid grant. USAID supports these WaterLinks partnerships through its Environmental Cooperation-Asia (ECO-Asia) program.

March 2010
Two experts from the Manila Water Company shared practical experiences with counterparts in Surabaya, Indonesia, on implementing a World Bank output based aid (OBA) grant to expand piped water services to the urban poor from March 17-19, 2010. At water company headquarters and at field sites in Indonesia’s second largest city, the expert team conducted training on best practices in identifying potential OBA households as well as on improving and streamlining standard operating procedures to accelerate the delivery of piped water to poor households.

June 2010
From June 16-18, 2010, experts from Manila Water with experience successfully applying OBA were in Surabaya to provide training on streamlining the customer registration process, applying a decentralized approach when serving the poor, and also help PDAM Surabaya to define the roles of various stakeholders in the OBA process, such as PDAM, community facilitators, and community organizations. As part of the visit the team from Manila visited PDAM's Planning, Finance, and Distribution division to gain an understanding of how the registration process currently works and how potential bottlenecks can be removed. After conducting training on customer registration in Manila, the Manila Water team led a group discussion to identify current challenges in registration and suggest possible solutions, such generating timeframes for each step in the OBA process to increase customer trust in on-time service delivery.

August 2010
On August 3-4, 2010, a team from PDAM Kota Surabaya, including its Managing Director, Mohamed Selim, visited Manila Water Headquarters in the Philippines as part of their water operator partnership on the expansion of pro-poor services. During the visit a MWC trained PDAM Surabaya through presentations, structured discussions, and field visits on how it has successfully used a decentralized management approach, which delegates staff to manage smaller service areas, to improve operational efficiencies and strengthen services to the poor. PDAM Surabaya intends to apply a similar approach in Indonesia beginning with establishing 25 sales and service points across its service area. Such an approach will improve Surabaya's data collection and quality of service to its poorest customers.