“Privatisation: a good thing?” I often hear visitors ask when we approach Syabas. Syabas plays a crucial role in Kuala Lumpur. It ensures the water supply for millions. In 2005, the Malaysian government privatized water services in certain regions. Syarikat Bekalan Air Selangor Sdn Bhd or Syabas was appointed. It manages water supply distribution in Kuala Lumpur, Selangor and Putrajaya.
Syabas serves over 2 million consumers today. Most are domestic but some are commercial and industrial. The company focuses on improving customer service. It has collected and digitised data. This data covers pipelines, networks and reservoirs. This helps them assess which assets need replacement. Syabas launched IT systems for better infrastructure management. These systems address consumer issues.
Syabas aims to provide uninterrupted water supply. The company performs regular maintenance. It replaces old pipes and water meters. Syabas promotes consumer awareness on water issues. The company maintains a 27420 km long water pipeline network. The pipelines are made of different materials. These include steel, iron and plastic. There are 1565 service reservoirs and suction tanks. Syabas operates 638 booster pumping stations. It maintains 138759 valves along its network. Syabas tries to maintain minimum water pressure.
Since privatisation, Syabas has undertaken water management measures. It helped the state government take over Perbadanan Urus Air Selangor Berhad’s debt. This company provided water before Syabas. Syabas has reduced non-revenue water. It replaced 6000 km of old pipelines. The company cleaned about 1100 reservoirs.
Syabas prioritizes water quality. It inspects and cleans service reservoirs. The company monitors water quality regularly. Syabas addresses water quality issues raised by consumers. Before privatisation, there was no proper system for complaints. Syabas developed a procedure to respond to complaints within an hour. They managed to respond to most complaints quickly.
In 2017, Syabas implemented a water quality improvement plan. This reduced water quality violations. These violations were recorded at sampling stations. In 2011, a study showed high compliance with drinking water standards. There were zero violations for microbiological parameters.
Syabas uses new technologies to improve efficiency. It developed IT systems to meet consumer demand. The company created the Syabas Water Information Management System. This enhances work processes. Syabas developed five management systems for different departments.
Syabas has mapped its physical assets digitally. It uses a geographic information system for water distribution assets. This improves efficiency in operations. The database helps Syabas plan and expand its water supply system. It also helps with asset management. Syabas is installing a system to track water flows and pressure. This system will record water levels in storage reservoirs.
Syabas uses active leak detection technology. This helps reduce water losses. SMS data loggers record water flow and pressure. This data is sent to stations for monitoring.
Syabas operates a customer services department. This department provides solutions to public issues. The PUSPEL contact centre is a round-the-clock customer care unit. There is also a unit for industrial consumers. YAKIN caters to domestic consumers. YAKIN officials work at the grassroots level. They interact with community leaders. Syabas also operates a counter service. This service manages counters in Selangor, Kuala Lumpur and Putrajaya. Syabas has a customer database. This helps them understand customer behaviour.
The company launched a mobile application called mySyabas. This provides information on water services. It also allows customers to register complaints. The application includes a water disruption calendar. It provides information on scheduled and unscheduled disruptions.
Privatising water supply has improved services in these areas. Syabas focuses on providing good quality water. It stresses customer satisfaction. Syabas sets an example for other governments. They are considering privatising water supply services. Syabas has truly transformed water management in Kuala Lumpur.