RIPPLES - mayniladwater.com.ph is the official publication of Maynilad Water ... Help extended for Brigada Eskwela 2017 15 Partnership ... company’s purpose—the fulfillment of

T H E O F F I C I A L C O M P A N Y N E W S L E T T E R O F M A Y N I L A D W A T E R S E R V I C E S , I N C .

VOLUME 8 | ISSUE 2 | APRIL – JUNE 2017

R I P P L E S

BRANDAMBASSADORS

DOING THINGS THE MAYNILAD WAY | ELEVATING CUSTOMER EXPERIENCE KNOW YOUR DATA PRIVACY RIGHTS | TRAVELERS’ FIRST-AID ESSENTIALS

NEW WATER FACILITIES INAUGURATED UNCOVERING HOLE-IN-THE-WALL RESTAURANTS

RIPPLES I THE OFFICIAL COMPANY NEWSLETTER OF MAYNILAD WATER SERVICES, INC. RIPPLES I THE OFFICIAL COMPANY NEWSLETTER OF MAYNILAD WATER SERVICES, INC.APRIL - JUNE 2017 APRIL - JUNE 2017

T H E O F F I C I A L C O M P A N Y N E W S L E T T E R O F M A Y N I L A D W A T E R S E R V I C E S , I N C .

R I P P L E SRipples is the official publication of Maynilad Water Services, Inc. for Maynilad employees and friends. Ripples welcomes contributions, letters, photos, and artwork for publication. However, these materials become Ripples property and are subject to editorial changes. Send contributions to the Corporate Communications Department, G/F Maynilad Bldg., MWSS Compound, Katipunan Road, Balara, Quezon City; Tel. Nos. 981-3451 to 52; Email: [email protected] and [email protected].

JENNIFER C. RUFO Editor-in-Chief

KARMINA M. ALEJANDROManaging Editor

MITCHIE M. ARCAINAREGGIE M. INDONAssociate Editors

JECELYN M. LEOBRERAWriter

GRACE A. LAXACirculation Manager

RYAN B. JAMORA SHERWIN DC. MENDOZARYAN S. ORILLOTERESITA C. MONTANOMIRLA M. DE LEONELIZABETH S. DAVIDLOLIT M. LOTANOLAN C. CLEMENTECorrespondents

MIKHAIL D. SANCHEZKRISTIAN ROSS S. AQUINOIllustrators

What brand do you love?

I asked this question of some people recently, and I received a long list of “lovable brands”, among them Starbucks, Apple, Toyota, Marks and Spencer, and Jollibee. Reasons given were varied—quality of the product, after-sales service, even life memories associated with the brand.

Of course, we want our customers to say “Maynilad” when asked this same question. But to get to that point, we ourselves have to love the Maynilad brand and serve as its ambassadors.

A brand ambassador is someone who is passionate about the business and everything that it represents, and pours that passion toward elevating customer experience. In other words, we’re not just employees who carry out a job for the pay; we are the ultimate representations of Maynilad in our customers’ eyes, so we have to always give our best—for them and for the company.

Whatever our role in the organization, we are champions of the Maynilad brand, tasked to breathe life to the “higit sa tubig ang aming serbisyo” promise.

Through this issue of Ripples, we enjoin everyone in the organization to deliver on this brand promise.

Cheers!

BE THE BRAND

EDITOR’S NOTE WHAT’S INSIDE

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KNOW YOUR DATA PRIVACY RIGHTS

DOING THINGS THE MAYNILAD WAY

STARS OF MAYNILAD

TUBEE & CO.

YOUR PAGE

MEN AND WOMEN OF MAYNILAD

WHAT MAKES A GOOD MAYNILAD BRAND AMBASSADOR?

HEAD FOR THE WEST

WASTEWATER EXPRESSED

DOC RIC SAYS

ELEVATING CUSTOMER EXPERIENCE

COVER STORY

FEATURES

NEWS

COLUMNS

REGULARS

It seems that nothing we post online is private. Good thing there is now a law that seeks to protect our privacy through the proper handling of customer data.

“Higit sa tubig na serbisyo” should run in every employee’s veins, flowing to customers and stakeholders.

DiscLife PH: Life coaches for the needy

Life in Maynilad

Customer Experience and Retail Operations

Employees hone in one what they think a good ambassador of the Maynilad brand should be.

Uncovering hole-in-the-wall restaurants

Fighting leptospirosis

Travelers’ first-aid essentials

Maynilad employees learn from the customer experience best practices of industry leaders during the CXRO-HR Conference.

11 14 water champions recognized in 3rd WWD Awards

12 New water facilities inaugurated 13 RSF gives back to

the Dumagats | 7k mangroves planted for Earth Day 2017

14 Int’l Award given for Maynilad education program |

Help extended for Brigada Eskwela 2017 15 Partnership

for water education program sealed | Ginhawa Gardening

reaches 3k people in 2016 16 Maynilad, JICA ink ₱10.8B

loan agreement | ₱146M alloted for pumping stations up-

grade 17 3k poor HHs get water access thru Maynilad CSR

projects I CBA with unions signed

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COVER STORY

Higit sa tubig na serbisyo

should run in every employee’s veins, flowing to customers and stakeholders

Doingthings the Maynilad Way

Employees as brand ambassadors

The Maynilad Way

By Abigail L. Ho

A journalist is only as good as his last story. A director is only as good as his last film. The same goes for a Maynilad employee: as far as customers are concerned, he is only as good as his last act of service.

Anyone in the service industry, particularly utilities, can likely relate. Customers’ definition of good service is nothing less than perfect: fast, timely, proactive – the list goes on and on. And May-nilad is not just any type of utility, but one that holds the special “privilege” of providing the most basic of needs – water. When water supply is interrupted, even for a few hours, all hell breaks loose.

Maynilad recognizes its unique position in the utilities environment, and is now going to great lengths to improve customer service. From an operations-centric model, the company is now transforming itself into a more customer-centric organization.

A key piece in Maynilad’s customer experience (CX) journey is its pool of employees: from the front-liners to the technical personnel to the support staff. These very same people who toil day and night to ensure the best possible service to customers are now Maynilad’s very own Brand Ambassadors.

They may not be celebrities with millions of followers on Facebook, Twitter, or Instagram, but they are the ones who know the company best. They are in the best position to be the face of Maynilad to its public. After all, they are also the ones who stand to gain the most by living up to the company’s promise of providing ginhawa through higit sa tubig service to customers.

“Being a brand ambassador means being able to deliver in very concrete terms Maynilad’s corporate brand promise (of higit sa tubig service). Each employee is fully aware of this brand promise, is able to articulate this with our customers, and is committed to keeping this promise,” Organization Development head Reginald Indon relates.

To create a culture that supports and encourages higit sa tubig attitude and a Brand Ambassador mindset, Indon talks about the proposed Maynilad Way, a project of the Human Resources Division, which aims to establish a more structured yet more empowering way of doing things in the company.

The Maynilad Way uses the Three Lenses Framework, the three lenses being Values, Business Results, and Efficiency. These three pillars will serve as guideposts for problem-solving, decision-making, and pretty much how everything done in the organization.

The Values lens represents a set of shared principles on which what is considered proper and acceptable behavior will be based. It reflects the character of the

organization, with its employees living out the company’s core values and building a stronger corporate culture. This should result in a sense of shared identity and a higher calling beyond self.

The Business Results lens embodies the vision, mission, and goals of the organization. It has to do with fulfilling Maynilad’s service obligations under the concession agreement, and with helping the business grow and become more sustainable. This lens represents the company’s purpose—the fulfillment of its brand promise of delivering ginhawa to its customers and stakeholders by providing higit sa tubig service.

The Efficiency lens encapsulates how the organization uses the different types of resources at its disposal. The term “efficiency” itself denotes optimal productivity using the least amount of work, time, and resources. It provides

•Maynilad employees—the same people who work to ensure quality service for customers—are the company’s very own Brand Ambassadors.

•The company strives to live out its brand promise of delivering ginhawa to its customers by providing higit sa tubig service.

• The “Maynilad Way” is about shared values that involve responding to a higher calling beyond self.

parameters for supporting or meeting committed service level agreements, consideration of potential risks and establishment of risk mitigating measures, and provision of the best bang for the buck, for services provided both to internal and external customers. In short, assets will be organized for maxi-mum productivity, resulting in superior value for money for shareholders and customers alike.

“The Maynilad Way hopes to create a corporate culture that is distinctly our own, and which differentiates us from other organizations. To a large extent, it helps build our employer brand, or how Maynilad projects its image as an employer of choice,” Indon explains.

These three pillars, he says, will help Maynilad—and, in effect, its employees—develop a clearer identity and a better grasp of the company’s “higit sa tubig ang aming serbisyo” brand promise.

4 5RIPPLES I THE OFFICIAL COMPANY NEWSLETTER OF MAYNILAD WATER SERVICES, INC. RIPPLES I THE OFFICIAL COMPANY NEWSLETTER OF MAYNILAD WATER SERVICES, INC.APRIL - JUNE 2017 APRIL - JUNE 2017

Elevating customer experienceMORE THAN JUST WATER: CXRO-HR CONFERENCE

The customer experience is

the next competitive battleground

By Jecelyn Macahindog-Leobrera

They say that for a business to be good, good service is a must. Maynilad exemplifies this through its “Higit sa Tubig ang aming Serbisyo” slogan, which it reinforces through learning sessions so that its employees can truly live out the company’s Customer Service core value.

On its ninth implementation of the annual CXRO-HR Conference last April 26, the Customer Experience and Retail Operations (CXRO) and the Human Resources Division mounted another event that exposed the Maynilad organization to best practices in the area of customer service.

Themed “More Than Just Water: Attaining Industry Leadership through First-Rate Customer Service and People-Centered Management”, the one-day event gathered about 270 Maynilad employees at the Core Values Hall of Maynilad Head Office.

It featured talks by Gerardo A. Plana (Investors in People Philippines), Atty. Nedo L. Sasing (Bounty Agro Ventures, Inc.), and Michelle Serania (Sofitel Philippine Plaza), who each shared their expertise on excellent customer experience and people management.

American business magnate Bill Gates once said, “Your most unhappy customers are your greatest source of learning.” Indeed, the past decade shows how the Maynilad organization has learned—and is continuously learning—from difficult customers in giving that “more than just water” service.

But before it can deliver an elevated customer experience to its over nine million customers, Maynilad also has to retool its people. According to Investors in People Philippines Chief Executive Gerardo A. Plana, the six excellent people management practices that drive business results are vision, mastery, autonomy, recognition, change, and credibility.

Plana said that holding the proper conversations with our people—“vision” versus “number” conversations, “development” versus “performance” conversations, “autonomy” versus “just giving orders or instructions”, “appreciation” versus “blaming and scolding”, “change” versus “don’t rock the boat” conversations, and “personal” versus mere “business” conversations—will yield the best performance from them.

Bounty Agro Ventures, Inc. (BAVI) Vice President for Legal, Corporate Affairs, Human Resources and Training Atty. Nedo L. Sasing said fostering employee empowerment and increasing cross-functional involvement will create one

Another highlight of the conference was a skit on the Maynilad NextGen Customer Experience presented by CXRO personnel. In this presentation, CXRO head Christopher J. Lichauco showed what customers currently experience and how we intend to improve so that their experience of Maynilad service will become a positive one.

One of the many people management efforts of the company prompted the reorganization of Business Area Operations and its subsequent renaming to Customer Experience and Retail Operations (CXRO).

The ever-changing market also urged CXRO to establish a new unit dedicated to relationship management. Formally launched during the conference, the Key Accounts Relations Department will be in charge of CXRO’s strategic relationship management function. It will be led by Eva Corazon Manalang.

The CXRO-HR Conference capped off with the awarding of the 2016 service excellence winners (see sidebar).

- Jerry Gregoire

TAKEAWAYS FROM INDUSTRY LEADERS

CXRO’S NEW DIRECTION

huge team mentality among our people. BAVI, an Investors in People-accredited company, has redefined itself from mere “chicken distributor” to “employer of choice” after it strengthened its rewards and recognition program, as well as its sourcing and recruitment.

Meanwhile, Sofitel Luxury Hotels Philippine Plaza Quality Manager Michelle Serania banks on gaining the trust of customers in building a good

•The Malabon-Navotas Business Area representatives, headed by BA head Ric Arguel, proudly hold up their “Best Business Area 2016” trophy. With them are Maynilad President & CEO Ramoncito Fernandez, COO Randolph Estrellado and CXRO head Christopher Lichauco.

•RSF thanks CXRO-HR Conference guest speaker, Atty. Nedo Sasing, for his engaging

talk about BAVI’s journey from mere “chicken distributor” to “employer of choice”.

•Teresita Montano—shown here with RSF, RTE and Human Resources OIC/head Mitchie Arcaina—is hailed as this year’s “Outstanding HR Employee”.

FEATURES

business. “To build brand reputation, brand standards must be raised through proper training, auditing, and building a culture of customer service excellence,” she recommends. “Customer satisfaction must always be confirmed.”

LIST OF WINNERS

CXRO CIRCLE OF EXCELLENCE AWARDS 2016

OUTSTANDING MAYNILAD INTERNAL TRAINERS

THAT’S MY ZONE SPECIALIST

OUTSTANDING PEOPLE MANAGER AWARD

MAYNILAD INTERNAL TRAINERS (SPECIAL AWARDS)

CAPTURING SERVICE EXCELLENCE: A MAYNILAD PHOTO CONTEST

OUTSTANDING HR EMPLOYEE

Best BA Rank and File Ammee Linda Zapanta (South Business District)

Best BA Supervisor Leonel Laquindanum (Central Business District)

Best BA ManagerEnrique Enriquez (North Business District)

Best Business Area 2016 Malabon-Navotas Business Area

Enrile Edosil (Malabon-Navotas Business Area)

Cybele Regalado (Finance)

Edison Dechavez (Technical Services)

Sherwin Mendoza (CNRW)

Clarisse Joy Gomez (Logistics)

Enrique Eguia (WSO)

Highest Evaluation Rating from Participants Karmina Alejandro (C&M)

Most Number of Training Hours Rendered Mona Liza Cruz (CXRO)

Widest Reach or Most Number of Employees Trained Mona Liza Cruz (CXRO)

Netizen’s Choice Award (Most Likes) Patrick Bio (Logistics)

Most Viral Photo Award (Most Shares) Patrick Bio (Logistics)

Critic’s Choice Award Chuck Intud (CXRO)

Teresita Montano

DIVISION EMPLOYEE

CXRO Dan Mark C. Blanco

Mona Liza M. Cruz

Silver James E. Almazan

Princess Mae A. Barcenas

Maria Rona S. Librella

Joselito C. Ng

Jim G. Agustin

Maricon Lourdes G. Concepcion

Zaida L. Dela Cruz

Mary Grace L. Lucas

Brigida V. Pagulayan

Roldan Q. Pineda

Maria Noime D. Villanueva

Richard L. Miraflor

Quirico A. Arellano

Isaac A. De Guzman

Harold R. Lopez

Allen L. Maminta

Arnel C. Samson

COMMERCIAL AND MARKETING Karmina M. Alejandro

Bernadette C. Consul

CENTRAL NON-REVENUE WATER Allan Benidick S. Gusi

John Paul S. Herrera

CORPORATE QUALITY, ENVIRONMENT, SAFETY AND HEALTH

Mark Paul S. Capati

Alexis Madison Y. Datong

Conrado P. Soriano

FINANCE Cybele Martha L. Regalado

INFORMATIONTECHNOLOGY SERVICES

Norbel L. Galeon

LOGISTICS Patrick A. Bio

Nilda A. Lopez

Archie P. Ravelo

Mark Francis L. Cheung

PROGRAM MANAGEMENT Edison B. Bao

Cristopher O. Ganal

Ronald Allan V. Polloso

WATER SUPPLY OPERATIONS Jermaine C. Ronquillo

Joseph A. De Guzman

Cesar H. Tejor Jr.


K N O W Y O U R D A T A

PRIVACY RIGHTSBy Jecelyn Macahindog-Leobrera

W H A T Y O U N E E D T O K N O W T O K E E P Y O U R S E L F P R O T E C T E D

The dawn of information technology brought with it many issues that impinge on our privacy. Threat to safety is also present online, and no one is exempt—that is, unless you live in the Stone Age and manage to survive without digital presence.

Often, when we enter our personal information online (or even offline through forms, surveys, etc.), our personal data are forwarded for profiling or direct marketing. What’s worse, our personal data could be used for fraud, bogus transactions, and other schemes.

“E-criminals” are rampant and their presence is no laughing matter. Once personal information or privacy is compromised, this could elevate to problems affecting a person’s finances, social life, and even private life.

Good thing the Republic Act of 10173, otherwise known as the Data Privacy Act of 2012 (DPA), was signed into law on August 15, 2012 and became effective on September 10, 2016 (transitory period: September 10, 2017). Under this law, individual personal information shall be protected and one’s right to privacy shall be upheld by regulating the processing of personal information.

On the other hand, the National Privacy Commission (NPC) is a regulatory body created by virtue of RA 10173. The NPC is an attached agency of the Department of Information and Communication Technology. Apart from its mandate to govern and implement the DPA, the NPC is also tasked to monitor and ensure that all public and private entities will comply with standards for data protection.

The NPC defines Data Privacy as “the right of an individual not to have private information about himself disclosed, and to live freely from surveillance and intrusion.” It essentially categorized information of individuals into two: Personal Information and Sensitive Personal Information.

Personal Information may be recorded in material form or not wherein the identity of the individual is apparent or can be reasonably determined when put together with other information. Sensitive Personal Information, meanwhile, refer to an individual’s race, ethnic origin, marital status, age, color, religious, philosophical or political affiliations, health, education, genetic or sexual life, any proceedings for any offense, among others.

As such, individuals whose personal information are collected, stored, and processed are called “data subjects”, while the organizations who deal with one’s personal details, whereabouts, and preferences are called “data controllers/processors”.

As water and wastewater services provider in the West Zone, Maynilad is the data controller of its more than nine million customers. Most of us are data subjects as well, being Maynilad customers too.

“As a function of our obligation to serve the public, we process personal data pertaining to both our employees and customers. It is our duty, as personal information controllers, to ensure that all personal data of both employees and customers are well taken care of,” Maynilad Data Privacy Officer (DPO) Atty. Peter Leo Mendiola explains.

The company has recently appointed a DPO, consistent with, and pursuant to, the mandate of the DPA. It also announced the formation of a Data Privacy Committee, representatives of which are from the Customer Experience and Retail Operations, Wastewater Management, Technical Services, Human Resources, and the Information Technology Services divisions. The Committee will ensure the

K N O W Y O U R R I G H T S

D A T A P R I V A C Y I N M A Y N I L A D

Under DPA, data subjects have the right to know at any time what information is processed and its purpose, the identity and contact details of the personal data controller or its representative, how it is processed, to whom information will be disclosed, and how long the information will be stored.

Data subjects also have the right to object to the processing of personal data, to dispute and rectify incorrect data, request data copies or access, order erasure, blocking or destruction, and indemnity for damages incurred. Ultimately, data sub-jects’ rights can be invoked by their lawful heirs and assigns.

Data controllers, on the other hand, have the obligation to protect personal infor-mation against unauthorized or accidental destruction, alteration, disclo-sure, and other processing, and ensure that prescribed organizational, physical, and technical (even outsourced) controls are observed consistently. Last, data controllers should be the one to notify the NPC should breaches occur. The law imposes huge penalties for violations.

company’s compliance with the provisions of the DPA, particularly in respect of storing, handing, and processing of the personal information of the company’s customers.

Moreover, Maynilad, through the Information Technology Services (ITS) Division, has conducted a series of road shows late last year to inform the whole organization of the DPA. The ITS shared some tips to protect employees from illegal online activities, as this may have a hand on compromising the handling of confidential customer data.

Mendiola urges everyone in Maynilad to imbibe the basic principles of the DPA. “Each member of the organization is personally liable for all personal data that he or she has come across. We are all responsible for maintaining their confidentiality and making sure that the policies under the DPA are being complied with. In case of doubt, it is always best to ask guidance from Legal.”

1. Create strong passwords.

2. Never use the same password on multiple accounts.

3. Lock your device.

4. Always log out of browsers.

5. Make sure there is an https in the browser address bar.

6. Do not log in on personal accounts on free or public wifi.

7. Install an Anti-Virus…and update it.

8. Don’t click on pop-ups or virus warnings.

9. Install an ad blocker to lessen browser pop-ups.

10.Have you been Powned? (Check out https://haveibeenpwned.com/Pwned Websites to see if you’ve availed of compromised services online. If, by any chance, you have, change your passwords immediately.)

21. Clean up your Browser Extensions.

22. Delete your Browsing Data.

23. Uninstall unwanted programs from your PC.

24. Back up your files and data.

25. Keep your software up-to-date.

26. Check and use firewalls.

27. Secure your wireless network.

28. Store personal and financial documents securely.

29. Be mindful of devices with company data on them.

30. Manage accounts with admin privilege stringently.

11. Clean up your Facebook Third-Party Apps.

12. Clean up your Facebook Groups.

13. Set up your Facebook Privacy Settings.

14. Unfriend Facebook friends you don’t know personally.

15. Update your Facebook Timeline and Tagging Settings.

16. Don’t be too public.

17. Check and clean up your spam folder.

18. Be wary of phishing emails.

19. Avoid using work e-mail addresses for personal matters.

20. Unsubscribe from unwanted newsletters.

30 ways to love yourself onlineA Beginner’s Guide to Personal Data Privacy

REFERENCE: https://privacy.gov.ph/30-ways/)

FEATURES


NEWSFEATURES Forum

What makes a good Maynilad brand ambassador?As employees of Maynilad, we are also the company’s brand ambassadors. This means that everything we do and say—especially while at work—reflect on the entire Maynilad organization and what it represents. This therefore begs the question, “What makes a good Maynilad brand ambassador?” Ripples asked a few employees this question, and got the following responses.

Maynilad Water Services, Inc. (Maynilad), in partnership with the National Water Resources Board (NWRB), honored 14 water champions who have made a difference in the area of water access and environmental sustainability at the World Water Day (WWD) Awards 2017, held at Quezon City Sports Club, Quezon City.

The annual award-giving event recognizes individuals and institutions from the academe, government and non-government agencies, and the private sector. “Though only on its third year, World Water Day Awards has recognized the country’s remarkable water leaders and advocacy groups, whose work have created quite an impact not only in the industry but also in our society,” Maynilad President and CEO Ramoncito S. Fernan-dez said.

Apart from the awards, Maynilad also led several WWD celebrations. March 14 and 27 saw the joint holding of Maynilad’s Daloy Dunong and the Local Water Utilities Association’s Buhay KYUT. The education program targeted the children and teachers of typhoon-hit Catarman, Samar and agriculture hub Palayan, Nueva Ecija, stressing the value of water in our daily lives. Maynilad also donated copies of its water education modules “Water:

John Kelvin L. HernandezPM EngineerSouth Area/Wastewater Construction Program Management Division

Thea Joanne A. AngelesExecutive AssistantIntegrated Asset Management Division

Leonel E. LaquindanumPlanning & Analysis Officer

Technical ManagementSouth Manila/Pasay-Makati BA

Charles Glendon G. ReyesZone OfficerNorth Caloocan Business Area

Maria Natassia R. AdalinBA Specialist

Commercial Management South Caloocan Business Area

As an engineer assigned to monitor project accomplishments, I am exposed to various construction site issues and concerns. This puts me in a good position to serve as Maynilad brand ambassador, influencing our contractors and consultants to give their best possible output so we can together

produce high quality deliverables. For me, being a good ambassador of Maynilad requires full dedication, perseverance and passion for the work assigned to us. These three things will take us to

the next level, which I firmly believe will produce excellent and good quality services.

I can best represent Maynilad not only by embodying the company’s core values but by simply being myself. You shine best when you highlight your unique skills and talents. Hone your skills and talents

then share these with the Maynilad organization.

Being a Brand Ambassador requires a high level of professionalism and a wealth of knowledge on the industry where one belongs.

A good Maynilad ambassador is one who serves from the heart. He delivers quality service with a sense of urgency and concern, even if it’s beyond his regular duties and responsibilities. He is a

‘walking Maynilad’, which means that he knows a little bit about everything in the company (i.e., sewer charge, basic application rates, etc.) so he can provide correct answers when asked by a

customer. If he doesn’t know the answer, he is willing to research just to give the proper information to the customer. He is willing to take the extra mile in

ensuring a great customer experience.

I can become a good ambassador of the Maynilad brand by being attentive and responsive to the customers’ concerns, and my focal point is to always move forward to attain the best results.

14 water champions recognized in 3rd WWD Awards

•For WWD, “Plant for Life” volunteers were gathered to plant mangroves propagules in Cavite and Muntinlupa.

•Maynilad President and CEO Ramoncito S. Fernandez (upper row, 11th from left), NWRB Executive Director Sevillo D. David Jr. and DENR Undersecretary Demetrio L. Ignacio, (upper row, 6th and 7th from left, respectively) with the WWD Awards 2017 awardees.

By Lorenne Alejandrino

By Grace A. Laxa

Nature’s Precious Gift” to the water districts and to the participating schools.

Meanwhile, to inform and engage the general public on the importance of wastewater management and the various efforts of partner agencies in addressing this concern, a wastewater exhibit was mounted last March 15 at Market! Market! in Taguig.

On March 17 and 18, Maynilad conducted its “Plant for Life” program, gathering volunteers to plant mangrove propagules in Cavite and Muntinlupa, respectively,

to raise awareness on the importance of watershed management.

Other WWD activities held were an educational plant tour for DENR-PENRO Cavite at Maynilad’s Alabang-Zapote wastewater facility, and a second run of the multi-sectoral Sungka Tournament held at the Quezon City Memorial Circle, which features sungka pieces from Maynilad’s Sining Ipo Livelihood Program.

WWD is the biggest multi-stakeholder engagement initiative that the company has been pursuing and leading since 2011.


7k mangroves planted for Earth Day 2017

NEWSNEWS

Maynilad and the Metropolitan Water-works and Sewerage System (MWSS) recently led the inauguration of the North A Annex Pumping Station and Sacred Heart Reservoir in Quezon City.

These new facilities, both located at La Mesa Compound, will enable Maynilad to improve water pressure for some 84,000 households in Caloocan and Quezon City, and also connect about 4,800 new water service connections in both cities within the year.

Present during the inauguration were MWSS officials led by its newly appointed Administrator Reynaldo V. Velasco, MWSS Chief Regulator Joel Yu, Maynilad officials led by President and CEO Ramoncito S. Fernandez, D.M. Consunji, Inc. Senior Vice President for Utilities and Plant Strategic Business Unit David R. Villaviray, and LinkEnergie Industries Co. Inc. President and CEO Francisco B. Matias.

In his speech during the program, Fernandez thanked MWSS and the contractors who built the new facilities, saying that strong partnerships enable Maynilad to provide the best possible service to its customers.

Maynilad President and CEO Ramoncito S. Fernandez (RSF) celebrated his 61st birthday with the Dumagat Tribe of the Ipo watershed in Norzagaray, Bulacan. About 80 Ipo Dumagats were treated to a morning of gift-giving and entertainment during RSF’s birthday outreach held at the Ipo Dam Common Purpose Facility.

RSF, together with his family and some Maynilad officials, led the giving of power tools to the Dumagat sculptors who create art pieces using driftwood under

•Façade of the 50-ML Sacred Heart Reservoir

•Receiving the sculpting tools from RSF is Ipo Dumagat Tribe chieftain Roge Cruz, who is also a master sculptor under the Sining Ipo program. Seen looking on is Chief Operating Officer Randy Estrellado.

•RSF and MWSS Administrator Velasco (3rd and 4th from left, respectively) cut the ribbon to mark the formal inauguration of the North A Annex Pumping Station and Sacred Heart Reservoir. Looking on are (from left) Villaviray of D.M. Consunji, Inc., Matias of LinkEnergie, Rev. Fr. Jun Villanueva who led the blessing of the facilities, and Yu of the MWSS Regulatory Office.

•RSF distributes school supplies and sculpting tools to the children of the Dumagat tribe inhabiting the Ipo watershed.

New water facilities inaugurated

“The past 10 years have not been easy. We’ve had a lot of catching up to do, but we have, slowly but surely, started to see the fruits of our labor and our collaborations with various stakeholders, both within and outside the company. We look forward to your continued partnership, and we trust that we are one in our desire to bring ginhawa to every

household in the West Zone and beyond,” Fernandez said.

Administrator Velasco lauded Maynilad’s efforts to continue improving service levels, and reiterated his office’s commitment to balance the interests of its concessionaires and the welfare of consumers.

RSF gives back to the Dumagats

•Volunteers wade into the waters of Manila Bay to plant mangrove propagules..

Maynilad and several partner organizations recently planted about 7,000 mangrove propagules along the Manila Bay coastal area of Noveleta, Cavite, in observance of this year’s Earth Day celebration. Maynilad held the mangrove-planting event in partnership with the Department of Environment and Natural Resources-Provincial Environment and Natural Resources Office Cavite and the Municipality of Noveleta. The activity is part of Maynilad’s “Plant for Life” Program—a long-term reforestation and afforestation initiative that seeks to reduce carbon emissions and improve the quality of raw water. Volunteers from Maynilad, the Bureau of Fire Protection-Noveleta, Catholic Women’s League, Cavite State University-StudentGovernment Council, and Philippine Coast Guard planted the 7,000 mangrove propagules within a two-hectare site.

Maynilad’s Sining Ipo program. School supplies were also distributed to 28 Sining Ipo scholars.

A Maynilad initiative that started in 2014,

Sining Ipo seeks to train the Dumagats in

the art of sculpture-making as an

alternative source of livelihood. Proceeds

from the sale of their art pieces fund the

education of Ipo Dumagat scholars. This

year, the Dumagats produced its first

college graduate, Rona Cruz (BS

Information Technology).

“Our Dumagat partners have been very helpful in our effort to protect the Ipo watershed, which is a vital water source for Metro Manila. This is our simple way of giving back,” said Maynilad President and CEO Ramoncito S. Fernandez.

Fernandez also turned over cleaning materials to the teachers of Ipo Elementary School for their “Brigada Eskwela” school clean-up activity. Maynilad also helped set up a 10-unit computer laboratory in the school. Dumagat children mostly attend the said school.


NEWSNEWS

Maynilad was recently recognized for its education initiatives during the 9th Annual Global Corporate Social Responsibility (CSR) Summit & Awards held in Langkawi, Malaysia.

The company won a Gold Award under the “Excellence in Provision of Literacy and Education Category” for the implementation of sustainable programs through its education arm, the Maynilad Water Academy (MWA).

MWA’s programs aim to attain large-scale literacy and education improvements among children and adults. MWA has hosted 141 study tours in the past five years, reaching more than 4,500 students and sharing with them the basics of water and wastewater management. MWA also spearheaded the conduct of training programs, mentoring sessions, technical assessments, as well as twinning programs, in partnership with local and international organizations.

“This recognition from the Global CSR Awards is a clear validation of the success of our efforts in creating a positive social impact through literacy

Maynilad—through its education arm Maynilad Water Academy (MWA)—recently sealed a partnership with the Philippine Science High School-Main Campus (PSHS) to launch a Science Immersion Program that will promote water education among the youth. The partnership signifies the formation of a “Junior Water Camp”, an internship program to promote the students’ appreciation of water company operations. Maynilad will share its expertise, technology and materials for this program, which will focus on water and wastewater education and environmental conservation.” “We need to develop the next generation of water experts that will ensure sustainability of this precious and limited resource. Through this partnership with PSHS, we can develop the interest and competencies of students who wish to pursue a career in the water industry,” said Maynilad Senior Vice President for Commercial and Marketing Patrick C. Gregorio. Since its establishment in 2011, the MWA has created an environment for learning and benchmarking of best practices in water, sanitation and hygiene in the Philippines and across Asia.

Some 3,000 Parañaque residents now earn the benefits of urban farming techniques through “Ginhawa Gardening” workshops organized last year by Maynilad, in partnership with the local government of Parañaque City.

Since the program’s implementation in 2016, Maynilad was able to conduct 12 workshops, where 3,000 participants from 16 barangays learned gardening skills that now enable them to grow vegetables in their own backyards. Among the participants were senior citizens and Pantawid Pamilyang Pilipino Program beneficiaries of the Parañaque LGU.

Barangay Moonwalk resident Ricardo de Quiroz affirms the value of the Ginhawa Gardening workshops. “Nakatulong ito hindi lamang para may makain ang aming pamilya kundi para may mapagkakakitaan kami sa pamamagitan ng pagbebenta ng gulay (It was able to help not only by serving as my family’s food source but also by enabling us to earn through the selling of vegetables).”

The company aims to expand its Ginhawa Gardening program to other cities by conducting similar workshops and establishing small vegetable gardens in eight public schools this 2017.

“Maynilad continues to live up to its commitment of providing service beyond water. Through Ginhawa Gardening, we hope to enjoin communities in the practice of urban farming so that more families can enjoy the benefits of growing food in their own homes,” said Maynilad President and CEO Ramoncito S. Fernandez.

Maynilad recently supported the Brigada Eskwela program of the Department of Education (DepEd) by sending employee-volunteers to refurbish classrooms and upgrade water and sanitation facilities in 88 public schools throughout its concession area.

This year, Maynilad donated some 26,400 water bottles, bidets, and cleaning materials to the schools. The company will also build 70 drink-wash stations in West Zone public schools, in support of DepEd’s WinS (Water, Sanitation and Hygiene in Schools) program.

“Maynilad has been an active partner of Brigada Eskwela since 2012. We fully support DepEd’s mission to provide a good learning environment for students, and we are happy to be a part of this initiative,” said Maynilad President and CEO Ramoncito S. Fernandez.

and education. Since it was formed five years ago, the Maynilad Water Academy is staying true to its vision of becoming the thought leader in water and sanitation,” said Maynilad President and CEO Ramoncito S. Fernandez.

In 2016, Maynilad also won recognitions from the Global CSR Awards, namely: a Platinum Award under the Best Environmental Excellence Category for the development of its “Sanitation Safety Plan”, “Greenhouse Gas and Air Pollutants Inventory”, and “Energy Management System”; and a Gold Award under the Best Community Program Category for its Twinning Partnership with Nepal for Non-Revenue Water Management.

The Global CSR Awards 2017 is Asia’s most prestigious recognition awards program for Corporate Social Responsibility. It recognizes outstanding and innovative programs that demonstrate the company’s leadership, sincerity and commitment in incorporating ethical values, compliance with legal requirements, and respect for individuals, communities and the environment in the way they do business.

Int’l award given for Maynilad education program Partnership

for water education program sealed

•MWA executive director Rodora Gamboa receives the Gold Award from Ramesh Kana, President of UN Global Compact Network, Malaysia For Tomorrow, during the 9th Annual Global CSR Summit & Awards held in Malaysia.

•Signing the Memorandum of Understanding are (from left) MWA executive director Rodora N. Gamboa, Maynilad SVP for Commercial and Marketing Patrick C. Gregorio, PSHS-Main Campus director Virginia P. Andres, and PSHS Division of Student Affairs chief Fortunato A. Tacuboy III.

•Husband and wife tandem Mr. and Mrs. Ricardo de Quiroz learn the basics of backyard gardening in one Ginhawa Gardening workshop held at Barangay Moonwalk, Parañaque City.

•The Ginhawa Gardening workshops draw participants eager to grow vegetables in their own backyards.

•Maynilad employee-volunteers are hard at work at Kapitbahayan Elementary School in Navotas, preparing classrooms and toilet facilities before classes start in June.

Help extended for Brigada Eskwela 2017

Ginhawa Gardening reaches 3k people in 2016


NEWSNEWS

₱146M allotted for pumping stations upgrade

Maynilad, JICA ink ₱10.8B loan agreement 3k poor HHs get water access thru Maynilad CSR projects

Maynilad is spending ₱146 million to rehabilitate and upgrade three pumping stations in Manila to ensure water service reliability in the area.

The project involves the refurbishment of several old and defective pumps, which will allow Maynilad to maintain a strong water pressure of 16 psi (pounds per square inch) for more than 53,000 households in Sampaloc, Tondo and Ermita. At 16 psi, water can reach the

Maynilad management recently signed Collective Bargaining Agreements with the company’s two unions—Maynilad Water Supervisors Association (MWSA) representing the supervisors, and Maynilad Water Services Union (MWSU) representing the rank-and-file employees.

Prior to the signing, several negotiation sessions were held on the various

Maynilad recently signed a ₱10.8-billion loan agreement with Japan International Cooperation Agency (JICA) and three of Japan’s largest private commercial banks—namely, The Bank of Tokyo-Mitsubishi UFJ (BTMU), Mizuho Bank Ltd. (Mizuho), and Sumitomo Mitsui Banking Corporation (SMBC)—to fund its Non-Revenue Water (NRW) and water expansion capital expenditure projects for the next four years. Aside from im-proving operational and network efficiency, the Capex programs will allow Maynilad to meet its service obligations and achieve sustainable growth.

The credit agreement with JICA will be denominated both in Japanese Yen and Philippine Peso, the local currency portion which will reduce Maynilad’s foreign exchange risk. This is the first time that

The “water for the poor” initiatives of Maynilad now provides potable and affordable water supply to more than 3,000 households in poor communities within its West concession area.

Maynilad’s “Samahang Tubig Maynilad” (STM) program provides poor communities the opportunity to manage their own internal water system and earn from it at the same time. To date, 13 STM communities have been established in Manila, Pasay, Caloocan, Malabon, and Quezon City, benefitting some 19,400 people.

Another “water for the poor” project, called “Pag-asa sa Patubig”, enabled Maynilad to provide potable water to some 500 urban poor households in Bacoor City and Muntinlupa City. Under the program, Maynilad partnered with social enterprise group Tubig Pag-Asa, which manages the bulk water system in these poor communities.

“Pag-asa sa Patubig” beneficiary and Muntinlupa resident Evelyn Rempillo said their community used to rely on costly water deliveries and unsafe water from deep wells.

“Nagbabayad kami dati ng ₱2,000 kada buwan para sa tubig, kasama na ang gastos sa mineral water. After 30 years nang pagtira ko dito sa Upper Sucat,

•RSF and RTE with JICA President Dr. Shinichi Kitaoka during the loan signing in Tokyo, Japan.

•Maynilad COO Randolph Estrellado and the young residents of Upper Sucat, Muntinlupa, wash their hands using the new faucets installed in the area under Maynilad’s Pag-asa sa Patubig project.

CBA with unions signedthird storey of a home or establishment.During the rehabilitation of the said facilities, Maynilad will also install Variable Frequency Drives (VFD) on the refurbished pumps. VFDs regulate pump operating speed depending on the customers’ level of water consumption, thus making the pumping stations more energy efficient.

Project completion is set by the end of 2017, at which point all three pumping stations will already be fully automated.

ngayon lang kami nakaranas ng inuming tubig mula sa gripo. Salamat sa Maynilad dahil malinis na, mura pa ang tubig namin ngayon.”

“These poor communities end up spending so much more for water than those in well-off areas, so we strive to

find ways of giving them access to potable water from Maynilad,” said Maynilad President and CEO Ramoncito S. Fernandez.

This year, Maynilad is looking to establish four more STM and Pag-asa sa Patubig communities to benefit about 300 families in other areas.

JICA lends directly to a private corporation in the Philippines and to the water sector.

The loan will be comprised of three facilities: (1) JPY facility and (2) Philippine peso facility (collectively ₱7.2 billion) from JICA, which will be used to finance up to 70 percent of Maynilad’s NRW-related Capex projects from 2017 to 2020; and (3) JPY facility ( ₱3.6 billion) from the Japanese commerical banks, which will be used to fund Maynilad Capex for water expansion and other support projects from 2017 to 2019.

The agreement was recently signed in Tokyo, Japan, by JICA President Dr. Shinichi Kitaoka, Maynilad President and CEO Ramoncito S. Fernandez, and Maynilad Chief Operating Officer

“By implementing these facilityenhancements, we are able to meet our customers’ increasing water demand while keeping our energy consumption low,” said Maynilad President and CEO Ramoncito S. Fernandez.

Maynilad currently has 28 pumping stations spread throughout its West Concession area. The company is also investing another ₱170 million this year to build one more pumping station in Cavite.

proposals of the unions and the counter-proposals of management. New agreements were eventually signed on December 20, 2016 with MWSU and on March 22, 2017 with MWSA.

Notwithstanding operational and financial challenges the company currently faces, management accorded its unions with

rates that are at par with, or more than, the general industry rates.

The last quarter of 2016 marked the end of the 2011–2016 CBA with MWSA, and the continuation of the next two years (2017–2018) of the CBA with MWSU. The newly signed CBA with MWSA covers the period December 2016 to November 2019.

Randolph T. Estrellado. Also present during the signing were Teiji Teramoto (Managing Executive Officer, Global Corporate Unit of Bank of Tokyo Mitsubishi UFJ) and Yasushi Itagaki (Managing Executive Officer, Global Business Unit of Mizuho Bank).

Through the ₱10.8-billion loan, Maynilad can pursue Capex projects that are expected to benefit some five million people and generate over 8,700 local jobs in engineering and construction.

Fernandez thanked JICA for recognizing Maynilad’s credit worthiness and ability to execute large-scale projects. “With this loan, we are in a better position not only to improve and expand water coverage in the West Zone, but also to ensure long-term water security for future generations,” he said.


Happy Lulu

The West Zone is a treasure trove of great food, quality products and interesting services. To help promote these otherwise unknown finds, our resident writers will share their experiences so that you, too, can discover the remarkable things about our concession area.

COLUMN Head for the West

Have you ever dined at little-known, small establishments and came away with the best gustatory experience of your life?

Do a repeat of this experience, as Ripples takes you to such hole-in-the-wall spots in Manila and Quezon City. We veer away from the more popular eating hubs and streets to

try these specialty restaurants. They are definitely worth the adventure.

Sometimes, it pays to go off the beaten path for new experiences. These restaurants are just some of the hidden treasures we have uncovered,

but we are sure that there are many more waiting to be found.

Do you have foodie or product finds you’d like to share? Send us an email at [email protected].

Banawe is a foodie-favorite because of the variety of restaurants in the area. Adjacent to it is #13 Ubay St.—a restaurant that is so well hidden, it’s only referred to by its address.

But don’t let that fool you, though. The establishment has ample parking, and enough space for some 80 guests—just in case you wanted to hold events here. The interiors are impeccably decorated with artwork collected from the travels of its owners.

While I did not care much for the Cheese and Raspberry Salad and the Buttermilk Fried Chicken, I really enjoyed the Bacon Pizza (think breakfast plate of eggs and bacon—on a pizza) and Shrimp Gambas.

But the clear winner was the desserts. I had the Ube Cheesecake and the Tres Leches. The latter is #13 Ubay’s take on the classic comfort food of sponge cake with milk, cream, condensed milk. The Ube Cheesecake, meanwhile, is more adventurous, as it combines freshly grated purple yam on top of a polvoron crust. Score: 4/5

My Kitchen by Chef Chris is by far one of my favorite Italian restaurants. It is tucked away behind The Oasis Paco Park Hotel.

They are famous for their Original Pannizza, which is more like an experience than a dish. Imagine a rectangular, thin-crust pizza that you have to roll up with arugula and alfalfa before you eat it. The Pannizzas are topped with five different cheeses and various toppings, based on your preference.

While many people enjoy the steaks and lamb, I am a fan of their risottos. I tried the Risotto Pollo e Fungi, served with chicken fillet dices and mushroom; and the Risotto Frutti di Mare, which has salmon, shrimp, mussels and other seafood.

Given that it is ranked among the top restaurants in the country, be prepared to spend some hard cash. Thankfully, they usually have deals and discounts offered through online group-buying websites. Score: 4/5

Have you ever tried Swiss food aside from cheese and chocolate? At The Old Swiss Inn, you also get to experience a traditional Swiss restaurant/pub, with the waiters even dressed for the part.

While they now have another branch in Makati, the original is still located just be-hind the Garden Plaza Hotel and Suites.

For starters, I had the Beef Goulash (hearty tomato-based soup with lashings of beef and vegetables) and House Salad with Italian dressing. The soup could have been a dish eaten with rice with the amount of beef in it, but I found the salad’s dressing too sour for my liking.

Then I tried the Chicken Forrestier, which is grilled chicken served with mushrooms and pepper gravy. The buttered linguine served on the side helped temper the saltiness of the gravy so, overall, it was great. For dessert, they served a Toblerone Cheesecake, which is just as delicious as it sounds. Score: 4/5

A few steps from Ubay St. is Happy Lulu, an Asian-fusion restaurant with simple interiors and a homey menu.

I had the Happy Lulu Rice, which by itself could be a complete meal. It was a bowl of rice topped with chopsuey vegetables, pork and a sunny side-up egg. I paired it with the salt-and-pepper spare ribs that was a bit tough but well-seasoned.

The best thing about Happy Lulu is the serving size and the affordable prices. Seafood lovers, in particular, troop here for the sizzling oysters and spicy clams that are both under ₱250. Score: 3/5

Uncovering hole-in-the-wall restaurants

#13 Ubay St.

My Kitchen

The Old

Swiss Inn

by Chef Chris

13 Ubay St., Quezon City

0917-8577159

1032-34 Belen Street,

Paco, Manila

(02) 521-2371

1007 Belen, Paco,

Manila

(02) 522-4839

13 Ubay St., Quenzon City

(02) 712-3933

By Karmina Alejandro


COLUMN Wastewater Expressed

A vital part of Maynilad’s operations involves the proper management of wastewater generated by households and establishments in the West Zone. In this column, the Wastewater Management Division shares what they do to ensure environmental protection and community health.

COLUMN Doc Ric Says

Got some health and wellness concerns? Our resident medical expert, Doc Ric, will help you address these concerns to keep you in excellent shape.

Travellers’ first-aid essentials

By Ricardo Jose Miranda, M.D.

Dear Travel Bug,

It’s good that you think about your health as you pack for your European sojourn. In all the excitement, people tend to forget the most crucial first-aid items that will keep their travels stress-free, safe and enjoyable.

After you’ve packed away your clothes and trip ticket, you might want to consider including these in your back pack (or buying these immediately after arriving in your destination):

Dear Doc Ric,

I’m about to go back-packing across Europe. Though I’m traveling light, I want to make sure that I have all the essentials. What do you think I should bring with me?

—Travel Bug

1. Band aids, disinfecting wipes and

antibiotic cream – This is for quick

disinfection if you get scrapes and cuts.

2. Sunscreen – Carry a broad-spectrum

sunscreen that blocks both UVB and UVA

rays, with an SPF of at least 30. It’s also

best to go for a water-resistant sunscreen.

3. Insect repellent – This will protect you

from allergic reactions and diseases (ma-

laria, dengue, Zika virus, etc.) due to insect

bites. Look for a spray with 10% DEET.

4. Anti-histamines and cold remedies –

Going to a different environment and

eating unfamiliar food can expose you to

new irritants in the air and food ingredients

that you are not used to. A non-sedating

anti-allergy pill will prevent rashes and

itchiness, as well as the onset of an asthma

attack. You might also develop colds due

to change in weather, so a cold remedy will

come in handy.

5. Pain reliever – A general pain reliever

is good for headaches, muscle pain and

swelling. Paracetamol, Acetaminophen,

Ibuprofen and Mefenamic Acid are good

choices. Just make sure you are not allergic

to these meds.

6. Medicines for stomach ache and diarrhea – After eating all that good and unfamiliar food, you will be happy to have something to ease the inevitable stomach upset and bowel discomfort.

7. Medicines for anti-dizziness – This is particularly important for people with the occasional vertigo or motion sickness.

8. Ice packs – Whip out that instant ice pack if you suffer a fall, to ease bruises or bumps. It can help to bring down swelling in case of a sprain. Ice packs come in two forms: as a chemically activated pack that turns cold when handled, and a gel pack that should be stored in the freezer. The former is best for travel, as it does not need to be refrigerated and it’s small enough to fit in your backpack.

9. Maintenance medications – Do not forget the meds that your doctor prescribed for conditions such as hypertension and diabetes. Just bring enough for the duration of your trip. Bring our physician’s prescription, to prove that these are legal drugs and you will have no problems with immigration.

10. A small plastic/cellophane or brown paper bag – This is to prevent messes if you get nauseated.

If you intend to carry with you a First-Aid Kit, make sure that all liquids, gels, creams, pastes, and aerosols must be in bottles or containers of 3.4 ounces or less. Put the bottles in a clear ziplock bag to prevent spills, and be sure to check if these items are permissible both for check-in and carry-on.

It’s also important to pack your first-aid supplies in a waterproof case, as moisture can damage the items. Another thing that can damage it is direct sunlight, which can overheat medications and make them ineffective.

If you have a health condition, be sure to have in our wallet vital information—i.e., contact details of your next of kin, doctor, or hotel you are staying in; your blood type; and allergies to foods and medicines. Bring any applicable internationally accredited HMO card, if you have one.

FIGHTING LEPTOSPIROSISBy Ma. Camille D. BausasWM Engineer, WMD-FIRM-PCMU

In a tropical country like the Philippines, there are wet and dry seasons. A transition from dry to wet season usually begins by the end of May, with the rains officially coming in by June and lasting possibly until November.

It is during this time of the year when diseases are most rampant, since water serves as a vehicle of transmission. Leptospirosis (Weil’s disease) is one of the most common diseases this time of year. It can be easily contracted from exposure to water contaminated with pathogenic leptospira species of bacteria.

Outbreaks may also occur during dry season. In fact, reports from the Philippine Integrated Disease Surveillance and Response (PIDSR) showed that 537 new cases of infection were noted from January to May 20, 2017.

The Center for Disease Control and Prevention argued that leptospirosis is an occupational hazard for those who are in contact with animals and their discharges. Infection in workplaces may be linked to the environment where the worker is exposed, and the ability of the microorganism to adapt in this working environment. Rodents, specifically rats, are the number one carriers of leptospira bacteria.

Maynilad’s resident biologist, Dexter Bryan L. Esliza of Wastewater Management Division (WMD), explained that in rodents’ kidneys, the bacteria proliferate and are shed in their feces or urine. These rats usually live in underground sewers, thus contaminating wastewater. Sewer workers are potentially at risk because they are exposed to such organisms, primarily by hand-to-mouth contact or possible exposure of an open wound, cut or abrasion to contaminated water or soil.

Once infected with leptospirosis, common symptoms can develop from two days to four weeks after exposure: fever, chills, headache, muscle ache, vomiting, diarrhea, abdominal pain, jaundice

(yellowing of the skin and eyes), skin rash and red eyes. In some cases, infected persons do not experience any of these symptoms, and leptospira remain dormant in the body.

Consultation with a doctor is necessary. When left undiagnosed or untreated, early symptoms could lead to life-threatening health concerns like kidney and liver failure, meningitis, or even death. Infection may be confirmed through a type-specific blood test. Treatment with antibiotics is most effective when started early.

In coordination with researchers from the University of the Philippines-Manila headed by Mr. Renard M. Jamora—a Doctor in Public Health (Major in Medical Microbiology) student under the supervision of Dr. Nina G. Gloriani—a seminar on leptospirosis and blood extraction for sampling and testing was conducted last May 16 and June 8 at the Veterans Water Reclamation Facility of Maynilad in Project 7, Quezon City. This was participated in by WMD employees.

The objective was to conduct testing for the presence of leptospira in wastewater treatment plants and monitoring of possible exposure and infection among personnel. The results of this study will help us understand the disease and the risks of exposure. It will allow us to give assistance and monitoring for employees that need immediate assistance on the treatment.

Hazards cannot be eliminated when working with sewage. However, Maynilad takes care of its people by ensuring that everybody understands the risks through the right instructions, training and supervision.

Work provides us the means to support our daily living. To many of us, work is life. But life is best valued when you’re taking good care of yourself. Gain awareness on health issues like leptospirosis, especially when the job calls you to work with sewage.

•A Process Control and Monitoring technician wears the prescribed PPEs while taking wastewater samples from a Maynilad treatment plant.

•Workers exposed to hazardous material, such as this biologist testing wastewater samples, are cautioned about the risks and monitored for proper health assistance.

There are a number of ways to prevent getting infected with leptospirosis:

1. Wear complete personal protective equipment appropriate for the work environment.

2. Clean open wounds or cuts, and prevent wastewater contact.

3. Wash hands, face and exposed skin with soap regularly.

4. Have a small kit of sanitary essentials anywhere you go.

5. Take a shower and change clothes after fieldwork.

6. Do exercise, and make healthy food choices (plus daily intake of vitamins) to help strengthen the immune system.

GET PROTECTED!


REGULARS Stars of Maynilad

REGULARS Your Page

This section is for the aspiring writers, poets, photographers and artists of Maynilad who want to share their publication-worthy contributions with Ripples readers.

ED’S NOTE: We continue featuring in “Stars of Maynilad” employees who exemplify each of Maynilad’s six core values. The article below focuses on “Love for Country”.

Do you have co-workers who deserve recognition? Submit to us their stories of excellence. Ripples will publish the best employee profiles that demonstrate remarkable work attitude, leadership ability and customer service skills.

DiscLife PH

Keep going

Ultimate results

LIFE COACHES FOR THE NEEDY

LIFE IN MAYNILAD

It started as a small Maynilad CSR initiative involving one community, with Maynilad employees serving as Ultimate Frisbee coaches for underprivileged teenagers.

“We started the program in 2013,” recalls Patrizhia Reyes of Advocacy & Marketing. “We used to fetch some kids and bring them to leagues where the Maynilad Team joined. During weekends, we—along with other Maynilad Ultimate Frisbee players—train them pro bono. When Maynilad sponsors in leagues, registration slots are given to the kids.”

But after seeing the potential of the program to create a more lasting impact on participants, Reyes and fellow Maynilad volunteers decided to take their assistance further.

Reyes believes that playing sports is a great equalizer. “On the field, everyone is equal regardless of their socio-economic status. Our goal is to give a chance to those who can’t—to show humility and compassion to all.”

This lofty goal notwithstanding, the group faces mundane challenges—lack of time and money, for one. “As a new organization, we still don’t have enough funds to cater to the needs of each kid. Oftentimes, we get money from our own pockets and from private sponsors. We also have regular work that we have to balance with training schedules. What really keeps me going is the camaraderie with my fellow co-founders and the kids. We are not just an organization, we are family,” Felices shares.

Meneses says it’s a joy to engage in a sport that he loves while also being able to help others. “We see improvement among the kids. Nakikita namin na mas lumalawak ang mundo nila dahil sa Ultimate. Plus, they share what they learn and build relationships with other people.”

Life after Ultimate has been rewarding for DiscLife PH scholars. They are all active participants in inter-barangay leagues and boot camps. “Nabago ’yung buhay ko simula noong naging scholar ako ng DiscLife PH. Dahil sa Ultimate Frisbee, mas lalo ko pong pinursige na magpatuloy ng pag-aaral,” says 20-year-old Lean Nav-arro of Tondo.

“Noong natutunan ko po ang Ultimate Frisbee ay na-engganyo akong i-share siya sa iba, para imbes na tumambay ay sa pag-aaral at paglalaro na lang po sila mag-focus,” adds Christine Gequilasao, 19, also of Tondo,

To date, DiscLife PH has taught Ultimate not only in the West Zone but also outside of Metro Manila, specifically in Iloilo, Baguio, Pampanga, Bataan and Batangas.

Moving forward, DiscLife PH aims to be one of the top Ultimate teams in the country. With the help of Maynilad, it plans to develop more partnerships, especially with private organizations, for job opportunities, educational assistance, wider reach for the development of amateur athletes, and support for its adopt-a-community project.

The result was DiscLife PH (DiscLife Philippines)—a non-government organization that teaches Ultimate Frisbee to marginalized communities in the Philippines. Co-founded by Reyes, Julio Meneses and Jimer Felices (Safety), Angel Gavilan (Muntinlupa BA), and former CNRW engineer Kristina Lamsis, the group uses Ultimate Frisbee as a tool to help alleviate poverty and teach the youth the right values inherent in the sport.

Apart from coaching their players, DiscLife PH also holds donation drives for used shoes and sports attire, and secures sponsorships for the educational assistance of their players (mostly col-lege students). According to Reyes, there are about 10,000 members in the local Ultimate Frisbee community, and DiscLife PH is the only organization that caters to such advocacy.

Work in Maynilad is all about public service, as employees not only meet the basic need for water but also get involved in activities that create positive social impact and protect the environment. Take it from Mike Sablas, whose pencil-drawn artwork featured here captures his interpretation of a truly satisfying Maynilad experience.

By Jecelyn Macahindog-Leobrera

•Ultimate Frisbee brought this team together, and their passion for the sport pushed them to use it for a worthy cause.

•DiscLife PH scholars found new meaning in life through sports. (Photo by Don Laczi)

Illustration by Michael Sablas


Customer Experience and Retail OperationsBy Jecelyn Macahindog-Leobrera

Maynilad’s continuous transformation in the past decade is driven by its commitment to excellence. One of the manifestations of this need to constantly improve is the Maynilad Next Generation program, which aims to prepare the organization for emerging challenges.

Early this year, we witnessed a big organizational shift in line with this program, after the Business Area Operations Division was renamed “Customer Experience and Retail Operations” or CXRO.

“CXRO is actually the same Business Area Operations Division, but with an added focus—great customer experience. As the name implies, it deals not only with the retail side of the business, which is water distribution, but also the relationship of Maynilad with its customers,” explains CXRO head Christopher J. Lichauco.

To further emphasize the focus of CXRO’s functions on customer service, Maynilad reorganized its 12 Business Area offices into three Business Districts: North, Central, and South. Doing this enabled CXRO to expedite all aspects of BAoperations, making it more nimble for better service delivery.

“We have more than nine million customers, and they are a big part of Maynilad’s movement toward becoming the leading total water solutions company in the country with a strong presence across Asia,” Lichauco notes.

FOCUS ON RELATIONSHIPS

Apart from streamlining the BAs’ Commercial, Technical and Zone management teams, CXRO also created a new department called Key Accounts Relations (KAR).

KAR is in charge of providing both strategic relationship building and accounts management services to Maynilad’s key industrial and commercial accounts. Headed by former South Manila/Pasay-Makati BA head Eva Corazon Manalang, KAR was formally introduced to the Maynilad organization during the recent CXRO-HR Conference.

Working under Manalang are her Relationship Managers, with the primary functions of building strategic relations in key industries in the West Zone, formulating strategic plans to build short and long-term business opportunities for Maynilad, and generating growth in billed volume and in the sale of water solutions products and services.

CHANGING MINDSETS

“The challenge for us has always been transforming the mindset of employees from a monopolistic attitude to a more customer-centric and entrepreneurial one. We are now far from our traditional role of water distribution,” Lichauco says.

He vows to lead his close to 900-member CXRO team toward achieving the company’s vision and imbuing every employee with the passion for customer experience.

“I find satisfaction when our customers no longer go to our Business Area offices, or don’t need to contact higher authorities to elevate their concerns. When that happens, it means that we have already anticipated their needs, and that is proof that we are doing our job well,” Lichauco says.

•The new CXRO team, headed by Cristopher J. Lichauco (center, foreground).

REGULARS Men and Women of Maynilad

We are what we repeatedly do.

Excellence, then, is not an act, but a habit.

– Aristotle

24 RIPPLES I THE OFFICIAL COMPANY NEWSLETTER OF MAYNILAD WATER SERVICES, INC.APRIL - JUNE 2017

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RIPPLES - mayniladwater.com.ph is the official publication of Maynilad Water ... Help extended for Brigada Eskwela 2017 15 Partnership ... company’s purpose—the fulfillment of