Providing clean international-standard water in Algiers, Algeria
In 2000, the Algerian capital decided to modernise its water and sewerage infrastructures and provide the population with access to drinking water 24 hours a day. In five and a half years, SUEZ considerably improved water management and distribution and introduce a culture of customer service. Modernisation of the equipment and knowledge transfer were the cornerstones to this fruitful collaboration
Total governance of water management in Algiers
In 2006, aware of this predicament, the Algerian government decided to raise the performance of the water networks to meet international standards and to modernise la governance of water management in Algiers.
Rationalise the governance structure and train teams
In 2006, following a global audit of the quality of water and wastewater infrastructures, Algiers water and sewerage services supplier SEAAL (Société des Eaux et d'Assainissement d'Alger) was established. Governed by SUEZ, the structure is assigned to deliver sustainable, long-term water management, improve customer relations and train local teams.
The solution delivered by SUEZ? Renovate equipment, manage sustainable investment through the transfer of know-how with four primary objectives:
- re-establish a 24-hour high quality water distribution service,
- ramp up the management and operation of sewerage systems,
- upgrade and sustainable manage water and sewerage infrastructures and facilities,
- implement modern and efficient customer relationship management to raise customer satisfaction levels
To enable this, modern and innovative tools were deployed, such as computerised network control to monitor leaks, digital meter reading, etc.
Transfer knowledge for better customer satisfaction
In the field, 27 international experts from SUEZ worked in conjunction with technical support and administrative teams to support local teams and transfer their knowledge to enable SEAAL to acquire a full range of expertise over the term of the contract. Efforts that paid off for everyone.
The knowledge transfer from SUEZ followed the WIKTI methodology (Water International Knowledge Transfer Initiative). This approach, which was pioneering at the time, defined trade knowledge for an efficient public service operator delivering water and wastewater services, using performance indicators and best practices.
In parallel, a custom training plan with objectives featuring over 10,000 human-days per year was implemented. Through its vision based on continuous improvement, SUEZ also implemented the OPT methodology (Optimizing Personal Talents) to ensure the personal development of SEAAL's 250 top managers.
The holistic approach adopted by SUEZ ensured that Algiers received a customised and optimised upgrade of its water and wastewater services to comply with international standards.
- 100% of drinkig water delivered is available 24 hours a day, 7 days a week
- 130,000 leaks were repaired,
- over 300,000 meters were installed,
- over 500,000 calls were managed, so well that today all leaks are repaired within a maximum of 5 days.
- 280,000 m3 of contaminated water are now treated every day, compared to 80,000 in 2006.
- 64 of the 72 beaches in Algiers were approved for bathing in Summer 2011, compared to just 39 in 2006.
- 53% of the population of Wilaya d’Alger are now provided with sewerage network compared with 6% in 2006, with the objective of reaching 70% by 2012.
- 50,000 days of training were dispensed and today, 70% of training staff are Algerian.
SUEZ provided even further support for its client. SEAAL is now assigned to manage the water and wastewater services of Tipasa to the West of Algiers and to produce drinking water for the region. This involves the operation of the largest drinking water treatment plant in the country.