EFFICIENCY AND GOOD PRACTICES IN SANTIAGO DE CHILE

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EFFICIENCY AND GOOD PRACTICES IN SANTIAGO DE CHILE FELIPE LARRAIN A. CEO – AGUAS

EFFICIENCY AND GOOD PRACTICES IN SANTIAGO DE CHILE FELIPE LARRAIN A. CEO – AGUAS ANDINAS ISTANBUL – MARCH 2009

I. CHILEAN WATER SANITATION SECTOR II. AGUAS ANDINAS – DESCRIPTION III. AGUAS ANDINAS –

I. CHILEAN WATER SANITATION SECTOR II. AGUAS ANDINAS – DESCRIPTION III. AGUAS ANDINAS – MANAGEMENT ACHIEVEMENTS IV. FINAL COMMENTS

CHILEAN WATER SANITATION SECTOR PRIVATIZATION PROCESS § Privatization process began in 1998 –until then

CHILEAN WATER SANITATION SECTOR PRIVATIZATION PROCESS § Privatization process began in 1998 –until then all companies were State-owned § Today: 95. 3% of customers are serviced by privatized companies § Two concession models: - Unlimited period - 30 years § Ownership of water rights and assets www. aguasandinas. cl

CHILEAN WATER SANITATION SECTOR REGULATORY FRAMEWORK Main Features: § Role of regulator separate from

CHILEAN WATER SANITATION SECTOR REGULATORY FRAMEWORK Main Features: § Role of regulator separate from the service provider role § Clear and transparent rules -same for all operators § Government subsidies for low-income families § Low level of non-payment Regulatory framework –set forth by Law- has approved the stability and transparency of the system during its 20 years operation Total Privatizations 6 Concessions 8 www. aguasandinas. cl

AGUAS ANDINAS, DESCRIPTION GRUPO AGUAS MARKET SHARE (2008) Revenues 46% € 345 million Drinking

AGUAS ANDINAS, DESCRIPTION GRUPO AGUAS MARKET SHARE (2008) Revenues 46% € 345 million Drinking Water Volume 53% 492 million m 3 Customers 43% OWNERSHIP STRUCTURE R. M. Santiago Aguas Andinas X y XIV Región Puerto Montt Essal 1, 828, 328 customers Aguas Andinas supplies over 6. 2 million residents in Greater Santiago and rest of the country, with 100% drinking water coverage, 98% sewage and 74% waste water treatment www. aguasandinas. cl

AGUAS ANDINAS – MANAGEMENT ACHIEVEMENTS § Efficient Management of Total Water Cycle § Adoption

AGUAS ANDINAS – MANAGEMENT ACHIEVEMENTS § Efficient Management of Total Water Cycle § Adoption of state-of-the-art Technology § Continuous improvement of service to Our Customers § Major Investments in sewage treatment www. aguasandinas. cl

AGUAS ANDINAS – MANAGEMENT ACHIEVEMENTS EFFICIENT MANAGEMENT OF THE TOTAL WATER CYCLE Return raw

AGUAS ANDINAS – MANAGEMENT ACHIEVEMENTS EFFICIENT MANAGEMENT OF THE TOTAL WATER CYCLE Return raw water to the environment Capture/Regulation drinking water Production waste water World Class service at our facilities drinking water Purification waste water Distribution Collection customer Service www. aguasandinas. cl

AGUAS ANDINAS – MANAGEMENT ACHIEVEMENTS TOTAL WATER CYCLE MANAGEMENT drinking water Production § Over

AGUAS ANDINAS – MANAGEMENT ACHIEVEMENTS TOTAL WATER CYCLE MANAGEMENT drinking water Production § Over 720 million m 3 of drinking water produced per year § 16 production plants § Las Vizcachas Plant 16 m 3/s § La Florida Plant 4. 5 m 3/s § 214 wells in operation www. aguasandinas. cl

AGUAS ANDINAS – MANAGEMENT ACHIEVEMENTS TOTAL WATER CYCLE MANAGEMENT drinking water Distribution § 100%

AGUAS ANDINAS – MANAGEMENT ACHIEVEMENTS TOTAL WATER CYCLE MANAGEMENT drinking water Distribution § 100% drinking water coverage § 530 km of large aqueducts § 14, 845 km network § 188 deposits - 957, 000 m 3 § 81 pumping plants www. aguasandinas. cl

AGUAS ANDINAS – MANAGEMENT ACHIEVEMENTS TOTAL WATER CYCLE MANAGEMENT customer Service § 1, 828,

AGUAS ANDINAS – MANAGEMENT ACHIEVEMENTS TOTAL WATER CYCLE MANAGEMENT customer Service § 1, 828, 328 subscribers § 18 Commercial Agencies: 700, 000 queries per month § Call Centre: 125, 000 calls per month www. aguasandinas. cl

AGUAS ANDINAS – MANAGEMENT ACHIEVEMENTS TOTAL WATER CYCLE MANAGEMENT waste water Collection § 12,

AGUAS ANDINAS – MANAGEMENT ACHIEVEMENTS TOTAL WATER CYCLE MANAGEMENT waste water Collection § 12, 100 km network § 98 % sewage coverage § 700 km preventive maintenance per year § 20 hydro wash and collector cleaning trucks www. aguasandinas. cl

AGUAS ANDINAS – MANAGEMENT ACHIEVEMENTS TOTAL WATER CYCLE MANAGEMENT waste water § Treatment Waste

AGUAS ANDINAS – MANAGEMENT ACHIEVEMENTS TOTAL WATER CYCLE MANAGEMENT waste water § Treatment Waste water treatment coverage: - Today 74% - Late 2009 87% - 2011 100% § 15 waste water treatment plants § Main waste water treatment plants: - La Farfana – mean flow 8. 8 m 3/s - El Trebal - mean flow 4. 4 m 3/s Return to the environment www. aguasandinas. cl

AGUAS ANDINAS – MANAGEMENT ACHIEVEMENTS ADOPTION OF STATE-OF-THE-ART TECHNOLOGY § Technological Contribution by AGBAR

AGUAS ANDINAS – MANAGEMENT ACHIEVEMENTS ADOPTION OF STATE-OF-THE-ART TECHNOLOGY § Technological Contribution by AGBAR § World Class tools and latest developments - Operations Control Centre - Adoption of SAP throughout Grupo Aguas - Geographic Information System § New Customer Service (CRM by Oracle) and Integrated Commercial Management Platform www. aguasandinas. cl

AGUAS ANDINAS – MANAGEMENT ACHIEVEMENTS CONTINUOUS IMPROVEMENT OF SERVICE TO OUR CUSTOMERS § Drinking

AGUAS ANDINAS – MANAGEMENT ACHIEVEMENTS CONTINUOUS IMPROVEMENT OF SERVICE TO OUR CUSTOMERS § Drinking Water Service: - Continuity: 99. 8% § Waste water Collection Service: - Continuity : 99. 9% § Commercial Management: - Mean Claim Response Time: 0. 5 days/claim § Regular community surveys § 18 Commercial Agencies: 700, 000 queries per month § Call Centre: 125, 000 calls per month www. aguasandinas. cl

AGUAS ANDINAS – MANAGEMENT ACHIEVEMENTS CONTINUOUS IMPROVEMENT OF SERVICE TO OUR CUSTOMERS WHICH ARE

AGUAS ANDINAS – MANAGEMENT ACHIEVEMENTS CONTINUOUS IMPROVEMENT OF SERVICE TO OUR CUSTOMERS WHICH ARE THE MOST IMPORTANT BASIC HOUSEHOLD SERVICES? 1 ST SPONTANEOUS MENTION Source: Estudio Imagen 2008 WHICH OF THESE COMPANIES DO YOU CONSIDER THE BEST? www. aguasandinas. cl

AGUAS ANDINAS – MANAGEMENT ACHIEVEMENTS METROPOLITAN REGION WATER SANITATION PLAN 1999 2009 2012 6

AGUAS ANDINAS – MANAGEMENT ACHIEVEMENTS METROPOLITAN REGION WATER SANITATION PLAN 1999 2009 2012 6 15 16 Flow Treated 0. 48 m 3/s 13. 7 m 3/s 15. 5 m 3/s Biosolids 0 ton/day 794 ton/day 814 ton/day Residents Served 180, 000 5, 500, 000 6, 300, 000 Coverage 3% 87% 100% MM € 488 MM € 654 No of Plants Total Accumulated Investment Environmental Problem in 90 s Decade Raw Sewage discharged to Natural Sources: Public Health problems. Impact on flora and fauna. Disruption of agriculture. Localities Existing Plants Future Collector www. aguasandinas. cl

AGUAS ANDINAS – MANAGEMENT ACHIEVEMENTS METROPOLITAN REGION WATER SANITATION PLAN MAIN PLANTS: El Trebal:

AGUAS ANDINAS – MANAGEMENT ACHIEVEMENTS METROPOLITAN REGION WATER SANITATION PLAN MAIN PLANTS: El Trebal: § Operation start-up in October 2001 § € 115 million investment § Capacity 4. 4 m 3/s La Farfana: § Operation start-up: September 20 th 2003 § € 240 million investment § Capacity : 8. 8 m 3/s www. aguasandinas. cl

AGUAS ANDINAS – MANAGEMENT ACHIEVEMENTS METROPOLITAN REGION WATER SANITATION PLAN Treatment Outputs TREATED WATER

AGUAS ANDINAS – MANAGEMENT ACHIEVEMENTS METROPOLITAN REGION WATER SANITATION PLAN Treatment Outputs TREATED WATER irrigation and health WASTE WATER TREATMENT PLANTS BIOSOLIDS nutrients soil recovery BIOGAS renewable energy www. aguasandinas. cl

FINAL COMMENTS CONCLUSIONS § Having a stable and transparent regulatory framework in Chile has

FINAL COMMENTS CONCLUSIONS § Having a stable and transparent regulatory framework in Chile has reassured investors and created an atmosphere of trust and understanding with the regulator § In the water sanitation sector, Aguas Andinas is the leading company in Chile and a benchmark for Latin America § Total Water Cycle Management for over 6. 2 million people leads to operational optimization and synergy § Agbar has played a fundamental role in the technological development and management of Aguas Andinas www. aguasandinas. cl