Water in Paris. A public service transparency closeness quality responsibility

1 Transparency A brief look at Eau de Paris, its history, organization, values and motivations

7 Closeness A review of the public service missions Eau de Paris conducts, from water catchment to customer relations and user information

17 Quality A close-up of the Eau de Paris standards in supply, services, and water quality

23 Responsibility The social, societal, environmental, and economic commitments of a responsible company

943 EMPLOYEES At January 1, 2013

Transparency As the sole water service operator in the French capital, the Eau de Paris management company’s primary goal is to offer the best water at the best price.

94,000 SUBSCRIBERS for 2.2 MILLION Parisians

3

MILLION daily users

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eau de paris - water in paris, a public service - 3

édito

identity

Eau de Paris, is…

Anne Le Strat - Eau de Paris CEO

Water is a common resource to preserve and share

... a public company serving Parisians

Deputy Mayor of Paris in charge of water, sanitation, and canal management, Anne Le Strat has been president of Eau de Paris since its creation in 2009. As a staunch defender of the principle, she reviews the issues involved in returning to public water management.

As a municipal company, Eau de Paris is in charge of supplying the French capital with quality water in all circumstances. It is the key contact for Parisians for all water-related issues, from catchment to distribution and from production and transportation to customer relations.

... a model of governance As the only public operator to serve open to civil society

responsible, accountable Eau de Paris strives to incarnate management model based management aonpublic one simple principle: water, as a

… a model of

heritage of humanity, is a common resource which must be managed responsibly and accountably on the basis of long-term social, environmental, technical, economic and democratic criteria.

the French capital, Eau de Paris is accountable for its management to the City of Paris which organizes the service. To illustrate its user-focus, the firm opted for a form of governance open to private citizens. Its board of directors is composed of elected officials from the Parisian municipality, as well as representatives from wage earner, consumer, and environmental groups. The Water Observatory also has a member, while specialists in governance and environmental protection also contribute their expertise.

In November 2008, the city of Paris voted for the return of public water management. Was this just a political decision? Anne Le Strat: It was certainly a strong political statement but it was also a management decision. After twenty-five years of outsourcing the public service, the Parisian municipality’s ambition was to gain back full control of this service, since water is a common resource that must be managed at a fair price and in total transparency. The reform led to the creation of Eau de Paris, the municipal management company that is operational across the entire water cycle, from catchment to distribution to invoicing. With the help of staffs from different origins we have optimized our organization, strengthened our competencies and expertise, and appropriated new businesses.

What are the advantages of public water management? In your opinion, what are the rules for success? Anne Le Strat: Our users now have a single contact for all matters pertaining to drinking water. We offer them services that meet their needs, especially in terms of consumption monitoring. There are also economic advantages: over thirty million euros a year are saved thanks to this municipal control. As a public company, Eau de Paris reinvests all of its profits into the service to benefit the users, our staff, and long-term management of our heritage. We can now offer our subscribers a «fair price». The company is also experimenting with participative management which is why we created the Parisian Observatory to better understand our users’ needs. It is a place for dialogue and debate on all of the topics related to the city’s water management policy. Another good example of this commitment is the fact that users and consumer groups are represented on the company’s board of directors and take part is the company’s key decisions. There is genuine involvement on their side and openness on ours.

Can the Eau de Paris model be exported? Anne Le Strat: We are heavily solicited and are being watched very closely. Many French municipalities and European cities aspire to gaining back public control. Some have already done so. What is certain is that real dynamics have been created since Paris opted for public management. This will become a major issue in the years ahead. In fact, a European network of public operators called Aqua Publica Europea has already been formed. With the worldwide challenge of making water accessible to everyone and preserving it for future generations, it is our responsibility to guarantee quality, local public management.

We can now offer our subscribers the right price.

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positioning

Issues

A municipal management company at the hub of the water cycle in Paris

Francois Poupard - Managing director of Eau de Paris

KEY DATES Until 1984 Paris water is managed by the municipality.

1984 City Hall commissions two private operators to manage distribution (network maintenance, invoicing and recovery) under a twenty-five year O&M contract: one subsidiary of Veolia and one Suez subsidiary.

February 1, 1987 City Hall forms a semi-public company (SEM) to ensure drinking water production. It is called SAGEP (Société anonyme de gestion des eaux de Paris) and the City of Paris owns a 70% stake in its capital. It would be renamed Eau de Paris on January 1, 2005.

Since January 1, 2010, the city of Paris is in full control of its water service with the creation of a municipal management firm called Eau de Paris. Here is a brief history of the steps that led to this new management model and its positioning as a leader in the French capital’s water cycle. The return to municipal management of the Parisian public water service results from the City’s ambition to offer its citizens quality drinking water at the best cost, while guaranteeing the highest standards of maintenance and renewal of Paris’ extensive hydraulic heritage. By creating the firm, the municipality acquired the resources to tackle long-term social and environmental issues which have become key to all water-related matters. Eau de Paris is responsible for a hydraulic system

May 1, 2009

Regional Public Health Agency (ARS) / Ministry of Public Health Ensures control of public health by conducting monthly analyses with an independent laboratory (1)

The new Eau de Paris EPIC replaces the former SEM for water production and transportation. It incorporates part of the CRECEP teams from the departmental laboratory in charge of monitoring water quality.

Collect waste water after consumption

Managing director since January 2013, François Poupard reminds us of the duties and publicservice issues concerning Paris water over the medium term.

Autorité organisatrice nes the water policy DéfinitDefi la politique de l’eau et en fixe and determines objectives les grands key objectifs

The duty of Eau de Paris is essential…

Contrôle l’activité de son opérateur Controls the operator’s activity

La régie EauParis de Paris Eau de Opérateur public management company

Eau de Paris becomes the sole municipal operator for the French capital’s public water service ensuring global business, from catchment to invoicing. Eau de Paris internalizes subscriber management which was formerly outsourced to the different distribution companies. This was the final step in the return to public management.

Sanitation Department of Paris (SAP) / Water Purity Department (DPE) of Paris

City Paris La villeofde Paris Organizing authority

January 1, 2010

July 1, 2011

estimated at 10 billion euros, built around 3 main aqueducts, with 1900km of waterworks for drinking water and 6 production plants. This system was essentially built in the 19th century with the works Eugène Belgrand undertook as director of water services under Baron Haussmann. Today, the company employs over 943 agents and serves 3 million daily users, making it the largest public water company in France.

Players in the Paris water cycle

November 24, 2008 The Council of Paris votes to return its water service to public management. A public industrial and commercial company (EPIC) is created.

Remain viable, our model must be redesigned

Gère le service public Public operator Rend Manages compte àthe l’autorité publicorganisatrice service de l’accomplissement de ses missions Reports to the organizing authority on its mission achievements

Seine-Normandie Water Agency / Ministry of Ecology Collects water taxes; finances water resource protection and pollution-fighting

Interdepartmental Sanitation Syndicate for the greater Paris metropolitan area (SIAAP) Transports and purifies waste water before returning it to the environment.

(1) Results available in the arrondissement town halls or on www.eaudeparis.fr.

Water is a noble product that is essential to life: we provide a continuous water supply to 3 million people in Paris, with absolute requirements in terms of quality, continuity and safety. This must be done, as for any public service, through rigorous and transparent management that justifies the lowest prices for users, sustainable funding for our investments, and pay and working conditions that are satisfactory for our employees. As an industrial company, Eau de Paris has technical performance in its DNA: innovation has been a tradition, since the large-scale works of Haussmann and Eugène Belgrand in the 19th century and even since the Médicis aqueduct, four hundred years ago. Eau de Paris is also a company

that has its roots in its locality. We fully assume our responsibilities to our local partners and, of course, to the natural environment that must be preserved, for example with farmers in our actions to improve the quality of ground water in the regions where it is extracted. As a municipal utility, we are particularly committed to those who are poorest. These duties, which are proudly fulfilled by the company’s personnel with their highly diverse skills, are recognised by the public, as is the quality of the water that we distribute. But we can always do better and we seek improvement every day.

What are the challenges that you see appearing over the medium term? The technical and economic model of players in water provision, whether public or private, was very favourable for many decades. But today, producing and distributing potable water is more expensive, given health standards. And although the regular drop in Parisian’s water consumption, by 25% over the last 20 years, is good news at the environmental level, over the long-term, the graph that tracks changes to income must end up

crossing the graph for expenditure: it is the famous «scissors effect», that the water sector knows well.

How are you planning to cope with this «scissors effect»? Eau de Paris is a dynamic company, which anticipates the great changes in its sector. We have begun the study of our model in order to preserve our economic stability and our social model, while maintaining water quality that is constant or even improved. The relevant topics are really quite simple and every company works on them: efficiency costs, intelligently redesigning our prices and developing the activity, while diversifying our scope and the territories in which we operate.

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Organization

A central position reserved our different professions To optimize management, Eau de Paris is organized into divisions reflecting its key businesses: producing and distributing water, guaranteeing its quality, monitoring the technical performance of its networks and offering quality service to its users. Here are the details.

CEO

Anne Le Strat

General Manager François Poupard

Deputy General Manager François Leblanc

Support division

Appoints the general manager named by the Council of Paris on a proposal from the Mayor of Paris Moderates the Board of Directors

Ensures general management of the company and represents it in all external relations. Coordinates the actions of all the departments and presides the Executive Committee

Ensures general management of the company in the absence of the general manager Coordinates technical projects related to industrial facilities

Industrial division

Users and Partners division

Human resources and quality management department (DRHMQ)

Water Resources and Production Department (DIREP)

Department of Users and Subscribers (DUA)

In charge of staff management, social cohesion and job equality

Captures underground resources and treats them at the source and transports them by aqueduct. Manages the river and underground water treatment plants located outside of Paris.

Supervises direct customer relations and new services

Finance Department (DF) Guarantees the public operator’s smooth financial operation

General Secretariat (SG) In charge of legal matters, buying, logistics and general resource management

Information Systems Department (DSI) Implements harmonized technological solutions on both banks of the Seine to facilitate relations with the 93,000 Eau de Paris subscribers.

Accounts Agency (AC) Recovers revenue and invoice payment in compliance with public accounting rules.

Distribution Department (DD) Operates the water transportation installations within the city limits ; coordinates water production and distribution via the control and command center which regulates the Parisian water supply.

Engineering and Assets Department (DIP) Defines and steers the investment plan and coordinates public heritage management ; ensures innovative technical services, including industrial operations.

Water Quality and Research & Development Department (DRDQE) Conducts quality controls on the water produced and distributed via the Eau de Paris research and analysis laboratory which it runs.

Institutional Relations and Communication Department (DSRIC) Monitors and implements the key orientations of the objectives contract; moderates the board of directors and partner relations; coordinates the sustainable development policy; steers internal and external communication.

International Affairs Department (DRI) Manages international activity; ensures the safety of water installations; advises the general management on technical issues.

1,200 DRINKING WATER POINTS ACROSS PARIS

Closeness Reaching out to our users is another priority for Eau de Paris. We illustrate this closeness by our commitment to guarantee quality water supply to Parisians in all circumstances, 24/7 availability, and constant information.

200,682 VISITORS have seen the Water Pavilion since it opened in 2007

1 MILLION M

3

is the maximum daily production capacity at Eau de Paris

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commitments

An agreement with the Parisians From the very start, the municipality’s control over its public company was a key issue for the Parisian authorities. As a result, the City of Paris and its management company signed a contract that stipulates the objectives to achieve and their related performance indicators. The aim is to guarantee innovative and economically, socially, and environmentally responsible service that is focused on its users.

6 - Maintaining the highest standards of maintenance and public works optimization 5 - Ensuring the performance of the sytem and its installations Eau de Paris guarantees the continuity of its service through automated operation.

Eau de Paris preserves and optimizes the industrial heritage it received from the City of Paris through an ambitious investment policy based on the most advanced technology, efficient maintenance and maximum yield per installation.

7 -Developing a prospective vision of water supply The City of Paris and its operator have defined an investment program to determine the orientations for the service to the year 2025 that reflect the city’s R&D policy. This is how Eau de Paris has helped build a public research and expertise center that could become a future reference in water management.

1 - Supplying water to Parisians in all circumstances At Eau de Paris it is our job to guarantee quality, 24/7 water service to Parisians that meets sanitary standards through diversified, sustainable resources.

9 - Using a certified, ecologically responsible management system

2 - Providing userfocused water service

With triple certification under the references ISO 9001 Quality, ISO 14001 Environmental and OHSAS 18001 Occupational Health and Safety, Eau de Paris is committed to maintaining and developing its certifications throughout its entire perimeter.

Eau de Paris must efficiently respond to user and subscriber requests with accessible, transparent information and appropriate communication actions. It must also satisfy its users’ needs by developing new services.

10 - Supporting change in non-drinking water service 3 - Conducting rigorous, transparent management

4 - Guaranteeing access to water

Eau de Paris agreed to stabilize water prices at January 1, 2010 through rigorous management. Monitoring the monthly performance indicators it has defined with the City enable it to meet this challenge.

The City of Paris and its management company conduct social actions to guarantee water access to everyone, regardless of their social or economic status. The company also provides technical support to the international solidarity actions the municipality conducts.

8 - Offering a socially advanced business model Eau de Paris is committed to promoting social progress in terms of male-female equity, the right to diversity, career management, internal communication, and achieving a balanced private and professional life.

The French capital has an exceptional system thanks to its dual network: drinking water on one side and nondrinking water on a second network all across Paris. Eau de Paris supports the City of Paris in upgrading and optimizing it.

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our business

From catchment to customer relations – a multiple mission Half of the water Parisians consume is from rivers and half from underground resources

Eau de Paris draws, transports, treats and distributes an average of 500,000 to 600,000 m3 each day. But that’s not all. The municipal management company must also manage customer relations and increase public awareness of waterrelated issues. Not to mention its duty to maintain its system and keep abreast of the latest research. A full panorama of its missions:

Capturing

Refining

Treating

Transporting

Distributing

Regulating

Half of the water Parisians consume comes from rivers and the other half from underground sources. Most of the underground capturing is from natural emergences with no impact on water table levels. The most distant springs are located in Normandy and Burgundy, the furthest one lying some 150km from the capital near Sens.

Refining concerns the underground waters near Provins and Fontainebleau. This water is naturally clarified when it infiltrates the sub-strata, but it must be «refined» by activated carbon filtering to remove any pesticides. Two facilities have been built near the springs in Longueville (dept. 77) and Sorques (dept. 77).

This process is for river water and underground water captured in environments with high limestone content which cannot be filtered naturally. The water from the Seine and Marne is treated in two plants located respectively in Orly (dept. 94) and Joinville (dept. 94). The process takes place in two phases: clarification and refining. Clarification is performed in Joinville in a series of biological works using a process that reproduces natural soil filtration to remove the particles. Refining occurs both in Joinville and Orly to eliminate any remaining bacteria, viruses, pesticides or other pollutants from the treated water. Particularly in Orly, a filtration acceleration process enables Eau de Paris to guarantee supply of the quantities required to meet the needs of its consumers in all circumstances. The two underground water treatment plants in Saint-Cloud (dept. 92) and L’Hay-les-Roses (dept. 94) combine a pre-treatment process with activated carbon and an ultra-filtration process using membranes.

To guarantee its quality during transportation to domestic faucets, all of the water is chlorinated after being treated. The underground waters are mostly carried gravitationally, which means they do not require any energy consumption. A total of 470km of aqueducts transport this water to the gates of Paris. It takes seventy-two hours for the water from the most distant spring – in Armentières, Burgundy – to reach the capital. River water takes about ten hours from its capture to reach the Parisian reservoirs.

When it reaches Paris, the water is diverted into five reservoirs, providing storage capacity for two days of water consumption. Due to the concave configuration of Paris, the system is divided into altitude areas. The lowest portion or the heart of the city is supplied by the Montsouris reservoir. The upper portions are supplied by the outlitred (see pages 14-15) in L’Hay-lesRoses (to the south), Saint-Cloud (to the west) and Ménilmontant and Les Lilas (to the east). Lastly, the city’s culminating points – the Belleville «butte» and Butte Montmartre – benefit from a higher altitude network which is run from pumping facilities and three water towers. At any given time, a minimum pressure of 2.5 bars (or the equivalent of 25m) is guaranteed at the foot of Parisian buildings.

The entire Parisian system is steered from the Eau de Paris Control and Command Center (CCC). Through its centralized management, the CCC organizes water production in real time and regulates its circulation from the reservoirs throughout the distribution system to give Parisians tap water at the correct pressure. It coordinates cut-offs for repair work or emergency interventions. It manages the Parisian reservoirs and in particular, monitors the minimum water levels required for optimum water service operation and quality.

Additional needs are met with water pumped from the Seine and the Marne, upstream of Paris. Since raw water is not naturally drinkable, Eau de Paris has developed appropriate treatments while at the same time pursuing its sustainable actions to protect the resource.

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From catchment to customer relations – a multiple mission

ENTRÉE EN ENT E NT NT TR TRÉ RÉE RÉ R ÉE É E LIBRE L LI IB BR B RE R E

Invoicing Among the most modern monitoring consumption systems in France

Eau de Paris invoices its subscribers’ drinking water four times a year, printing out some 400,000 bills annually. Efficiency is optimized thanks to a reliable, practical system of automated meter reading (AMR) that covers over 95% of Parisian buildings. The key advantage is that the water meters which are equipped with electronic modules that constantly record the volumes of water consumed. This information is then relayed by Internet to the Eau de Paris water data processing center. The invoices are calculated on real indexes rather than on estimated consumption figures. This system makes Paris the most modern city in France in this area.

The automated meter reading (AMR) system enables Eau de Paris to provide its subscribers with innovative, convenient services. This means that Parisians may benefit from personalized monitoring of their consumption, obtain an estimate of their overall household consumption, consult a detailed report, receive alerts if leaks are suspected, etc. As water sales account for 87% of the company’s revenues, recovery is an essential issue for Eau de Paris.

Informing

Sensitizing

Since 95% of the city’s housing is collective, Eau de Paris does not have any direct contact with its 2.2 million Parisians. Not only are individual water meters a rarity in the French capital, but the water bill is included in building maintenance fees. Very few Parisians even see their bills. To overcome this obstacle, the company has made local awareness actions a priority in its communication strategy. By reaching out to the public, it can more easily answer the questions Parisians have about their water and enhance tap water.

Eau de Paris runs an information, awareness and special events site called the Pavillon de l’Eau or Water Pavilion. It is located in Paris’ 16th arrondissement in a former industrial building and acts as an indispensable relay with the city’s population, especially the young Parisians, with a permanent exhibit on the capital’s water supply system, as well as temporary exhibits, children’s workshops, film projections and conferences.

Each year, Eau de Paris runs close to 100 events that put it in contact with its users. These range from delivering water tanks to organizing major public events on its own initiative and with its partners (the Soliday’s festival, the Oh festival, Paris Plages, European Heritage Day, etc.).

In an effort to raise awareness among children, the Water Pavilion also offers «water classes» with a play-and-learn approach for all scholastic levels. Lastly, Eau de Paris enhances the Parisian water heritage by offering «water walks» throughout the year. These guided tours promote the history of the sometimes centuriesold hydraulic installations that exist in the French capital.

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POUR POU PO P OU O U UR RL L’E L’ L’EA ’’E EA EAU

Conception graphique: Emmanuel Labard — www.l-e-studio.net

Passants s’abreuvant à une fontaine Wallace, à Paris, lors d’une vague de chaleur, en juin 1914 (détail). © Maurice-Louis Branger/Roger-Viollet

DES D DE ES SC CH HEMIN MIN MI NS

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key points

The Paris drinking water supply system PICARDIE L’Oise

VAL-D’OISE

ÎLE-DE-FRANCE La Seine SEINESAINT-DENIS

EURE

HAUTE-NORMANDIE

Thoiry

L’Iton

Beynes

Eau des sources de la Vanne et de la Seine traitée

La Marne

Paris

Saint-Cloud

Eau des sources de l’Avre traitée

Joinville Breuil

Montreuil

Verneuil-sur-Avre

Houdan

Vert en Drouais

HAUTSDE-SEINE

Eau des sources du Loing et de la Voulzie traitée

Versailles L’Haÿ-les-Roses

VAL-DEMARNE

NOTA : Dans l’enceinte de Paris, seuls sont indiqués les réservoirs auxquels aboutissent directement les eaux potables desservant la capitale

Orly

YVELINES

Dreux

La Vigne

L’Avre

Aqueduc de l’Avre

Le Grand Morin Eau de la Marne et de la Seine traitée

SEINE-ET-MARNE

Le Durteint

Corbeil-Essonne

La Voulzie ESSONNE

BASSE-NORMANDIE

Le Dragon

Loing

nne la Va

u duc d Aque

EURE-ET-LOIR

e duc d Aque

L’Eure ORNE

Champagnesur-Seine

Fontainebleau

e la uc d ued q A

Provins

lzie Vou

Longueville Usine des Ormes

Vals de Seine MontereauFault-Yonne

Capacité des captages (en m3/j)

USINE DE TRAITEMENT D’EAU SOUTERRAINE

Captages

De 0 à 50 000

Sorques

USINE D’AFFINAGE eaux de surface

Moretsur-Loing

Montigny-sur-Loing

Villeron Aqueduc

Bourron

USINE DE TRAITEMENT D’EAU DE SURFACE

eaux souterraines

De 50 000 à 100 000

CENTRE

Nemours

L’Essonne

La Joie et Chaintréauville

Villemer

de la Vann e

Vals d’Yonne La Vanne

Sens

RÉSERVOIRS

Sources Basses

Sources Hautes

PUITS À L’ALBIEN

Supérieur à 100 000

Cochepies POINT DE SURVEILLANCE

Villeneuve-sur-Yonne AIRE D’ALIMENTATION DE CAPTAGE D’EAU SOUTERRAINE

0 Kilomètres

10

20

40

BOURGOGNE

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assertion

Our connection with our subscribers goes beyond just account management.

1

MILLION

water analyses are conducted each year

Xavier Fanchtein, clientele manager for the subscriber/user management division

Average mail response time :

2.19 days

47,221 calls

treated per year

405,000 invoices printed each year

Xavier Fanchtein is clientele manager at the Eau de Paris call center which opened in July 2011. Invoicing, subscriber relations, reactivity, customized service…he takes a look at the everyday issues involved in returning user relations to Eau de Paris management. Since we were unable to develop our own customer relations when the company was created on January 1, 2010, we decided to continue to outsource calls, simple letters and mass invoicing to the former distributors until July 2011 to give us time to establish our own organization and we remained in control of steering customer complaints and relations requiring high added

value. The outcome: after the eighteen-month transition period, we not only improved our performances in customer service and tracing but we also had time to prepare for this new business by developing our own tool, recruiting 30 new agents, and creating office space to accommodate them. It was an ambitious challenge since standards were high for both our environment and our subscribers.

With 400,000 invoices printed per year in less than one day via automated meter reading (AMR), a telephone response rate of 92%, 100% traced calls and a response time to mails of 2.19, we proved that a municipal management company was the right choice. Now it’s up to us to establish relations with all of our subscribers and users that extend beyond mere account management.»

Quality Water supply system reliability, hydraulic installation performance, quality user service, quality tap water supply. Eau de Paris sets the highest standards in each of its areas of expertise.

10

BILLION EUROS

That is the estimated value of the Parisian water system heritage managed by Eau de Paris

92.3 % Is the yield rate of the public distribution drinking water system

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eau de paris - water in paris, a public service - 19

securing

modernizing

Water supply in all circumstances

An exceptional heritage

To meet the obligation set by the City to ensure drinking water distribution to Parisians 24/7 in all circumstances, Eau de Paris drafted an exceptional water supply plan that guarantees maximum water supply safety.

Diversifying supply sources The water supply The key strength of the water supply plan Eau system spans de Paris defined is the diversity of its sources. 160 communes, Equal amounts of water come from underground and river sources. This mixed supply enables 12 departments efficient management of unexpected incidents and 4 regions like accidental pollution or pipe damage and Eau Preventing risks de Paris can mobilize different water resources alternatively depending on the situation. This mixed system has historical origins. It began in the 19th century to meet the increasing water needs of the capital and its neighboring communes and to improve the poor quality of the water from the Seine which supplied the city. Prefect Haussmann made a proposal to the Council of Paris to capture spring water located in more outlying areas. The project was commissioned to the person in charge of water service, Eugène Belgrand. Water supply to the French capital is based on this heritage today.

Securing the water supply Securing the water supply system also requires independent transportation systems. Eau de Paris operates five supply points, all independent of one another. They are built around three main aqueducts – Vanne (dept. 77), Loing (dept. 77) and Avre (dept. 28) – and two major conduits from the Orly and Joinville plants. If one is inoperable, the others can compensate for it. Another safety factor is the Parisian system’s interconnection with the suburbs: the different suppliers can provide mutual assistance.

Eau de Paris was named Operator of Vital Importance by decree from the ministry in charge of Ecology. The company conducted a risk analysis to define a prevention plan for all types of threats (natural disasters, industrial incidents or pollution). It resulted in extensive works and investments of nearly 6 million euros to prevent damage from a centennial river flood like the one in 1910 when the Seine recorded a rise of eight meters. This consolidation work, in particular the protection of the Joinville plant, now enables the company to guarantee constant, safe drinking water supply.

Centuries-old aqueducts, sprawling pipes, ultra-modern facilities…Eau de Paris is at the head of an extremely rich hydraulic heritage which requires constant maintenance, renew and development in order to preserve the highest possible level of efficiency.

Efficient historical installations

Ultra-modern treatment plants

A dense, accessible water system

Eau de Paris uses three main aqueducts to carry water to the gates of the French capital: Vanne (dept. 77), Loing (dept. 77), and Avre (dept. 28). Built between the end of the 19th and early 20th centuries, these works undergo constant consolidation and upgrading.

Eau de Paris operates four very sophisticated underground water treatment plants built between 2004 and 2009. They are located in Sorques (dept. 77), Longueville (dept. 77), Saint-Cloud (dept. 92) and L’Hay-les Roses (dept. 91).

Eau de Paris also maintains a system of 1,160 drinking water points on the streets, including the famous Wallace fountains designed in the 19th century by the engineer of the same name to provide Parisians with quality drinking water.

Two older facilities in Joinville and Orly (dept. 94) which were renovated in 1990 treat the river water. Their daily production capacity varies between 80,000 and 300,000 m3 and they use the most advanced technology like activated carbon filtration, ozonation and ultra-violet treatment. Ultra-filtration applies only in Saint-Cloud and L’Hay-les Roses plants.

Paris is an atypical city with a very high density of 20,000 inhabitants per km² as opposed to an average of 6,000 in most other capitals. Its inner-city drinking water system totals 1900km of pipes, 70% of which are located on the right bank of the Seine and 30% on the left bank. 90% of the drinking water piping is located within sewer systems or in galleries that can be visited on foot. The others are buried. This system’s unique structure, as well as the various annual campaigns to check the pipes, makes it possible to very quickly detect and repair the slightest leak. With this network, Paris has one of the finest dinking water systems in France with a distribution yield of over 92%.

An inner-city drinking water network of 1,900km of pipes

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eau de paris - water in paris, a public service - 21

satisfying

guaranteeing

The user is our main concern Subscriber and user satisfaction is a priority at Eau de Paris. The company is committed to offering increasingly innovative, efficient services to meet the changing needs of Parisians.

An ambitious «Quality, Environment, Safety» policy To achieve its public service mission and attain the objectives defined in the objective agreement, Eau de Paris has adopted a continuous quality improvement program. It is based on a daily management system focused on quality, the environment, health and safety.

Recognized expertise

Being constantly reachable Since summer 2011, Eau de Paris has operated a multi-contact center that works as a hub for processing postal mail, e-mail and faxes. It is equipped with a single toll-free phone number, 0974 506 507, open from 8 a.m. to 6 p.m. Mondays through Fridays. Emergency calls on nights and weekends are handled by the CCC (Control and Command Center) located at the Eau de Paris headquarters which operates 24/7.

The Eau de Paris Waterworks Mechanical Analysis department (MAC) is certified ISO 9001 for its diagnosis, expertise, works acceptance, and consulting on water and sanitation works. This service is responsible for the MAC test which is a patented mechanical analysis technique that does not damage attainable buried waterworks. The research and analysis laboratory in Ivry-sur-Seine (see pg. 22) is accredited by the French accreditation committee, COFRAC, (accreditation n° 1-2109), for all of its water production and distribution monitoring activities, as well as for its service business with external clients.

Constantly improving user satisfaction A constantly available call center, a free consumption management service, satisfaction surveys…Eau de Paris strives to meet its users’ needs and expectations

Providing innovative consumption management services To help our subscribers manage their water consumption and reduce the number of invoices it prints, Eau de Paris introduced a new range of free services in January 2010 called Novéo. A subscription to Novéo provides 24-hour access to the Eau de Paris online agency www.eaudeparis.fr. In addition to conventional account management, subscribers benefit from a number of useful tools like e-mail alerts if excessive water consumption is detected or leakage is suspected.

Eau de Paris has developed a survey program to monitor subscriber satisfaction with its public service on a quarterly basis. These tools are completed by a number of studies to help us understand the needs and practices of the Parisian population in terms of its water consumption both in and outside of their homes.

Designing with style and convenience to promote water To encourage Parisians to drink tap water, Eau de Paris worked with designer Pierre Charpin to design an Eau de Paris water carafe. It is sold at the Water Pavilion and comes in a variety of different models and colors. The objet has become the symbol of Eau de Paris. The company also produces a range of water bottles usually distributed to school children to help them acquire an ordinary yet vital daily reflex: drinking tap water.

Committing to constant improvement The Eau de Paris «Quality, Environment, Safety» policy (QES) reflects the following commitments: Scrupulous compliance with the legal and regulatory requirements applicable to our business and applying best practices. Offering users and subscribers quality public service that meets their expectations in terms of both water quality and services. Guaranteeing the highest standards of overall maintenance for the installations and improving the economic and ecological performances of the equipment and system yield. Ensuring the public company’s business and financial performance. Strengthening the company’s social responsibility by reinforcing relations with all the partners and stakeholders by optimizing the employees’ and partners’ working conditions and by preventing the risk of near-incidents and accidents.

Reducing the direct and indirect impact of this business on the environment and preventing pollution risks, in particular by using nonpollutant industrial processes and developing an ambitious resource protection policy.

Extending certification to all of our businesses The aim of this policy is to enable the company to protect its entire staff and include the demands of its users, subscribers and partners in its undertakings while complying with regulatory requirements in performing its missions. After the triple QES qualification received in 2009 by AFNOR Certification (French Standards Association) for the production and transportation of drinking water (ISO 9001 in 2008, ISO 14001 in 2004, OHSAS 18001 in 2007), Eau de Paris obtained the extension of this triple certification for its businesses related to distribution and customer relation in December 2012.

The liquid flow measurement laboratory which calibrates the water meters has earned COFRAC accreditation number 2-1895 for its calibration activity.

Triple certification and accreditation renewal drive Eau de Paris to seek constant quality in all spheres of its business

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assertion

All our efforts are to ensure quality water to users

140

500,000

That is the number of farmers working with Eau de Paris

Virginie Vallet, assistant at the eau de paris research and analysis laboratory

Water, tightly controlled sustenance Eau de Paris complies with the drinkability criteria defined by the French public health code within the framework of European standards which are the highest sanitation quality standards in the world. This is why we can say that water is the most tightly controlled sustenance in France. For the water consumed in the capital, this monitoring is conducted by the Eau de Paris laboratory in Ivry-sur-Seine which combines two activities: analyzing water quality and R&D. Ivry also performs analyses for its external clients like hospitals, schools, swimming pools, and various municipal facilities. In addition to this in-house monitoring, an independent laboratory certified by the French Ministry of Health also performs sanitation control analyses on the distributed water at the request of the Ile-de-France regional healthcare agency.

Virginie Vallet and her colleagues analyze 50,000 samples a year at the Eau de Paris laboratories in Ivry-sur-Seine (dept. 94). Objectives: detecting the slightest alteration, ensuring the treatment process’s smooth operation and guaranteeing water of irreproachable quality to its users. This job is facilitated by the reorganization on a single site. Every day at the Eau de Paris research and analysis laboratories we receive and record over 200 samples which we divide among our different chemical, organic chemistry, bacteriology and corrosion departments. These samples come from a variety of sources. First there is the water taken by the laboratory teams from the distribution system and from the Eau de Paris reservoirs in the city and nearby suburbs. We also analyze the samples taken by

the quality departments from the surface water treatment plants in Joinville and Orly, as well as by the underground water teams and the ones from hospitals, schools, public pools or other public facilities. Lastly, we analyze samples before opening or reopening the water mains in Parisian buildings, subsequent to construction work, for example. Once their internal system is disinfected, owners must wait for our green light

to open their water valves. Grouping all of the laboratory teams at Ivry-sur-Seine instead having them dispersed across the different sites, and sharing the same monitoring tool – the LIMS (Laboratory Information Management System, a laboratory management application), helps us save time and increase our efficiency. The users are the first to benefit from this since we can work better and faster.»

EUROS

That is the amount donated to the Housing Solidarity Fund (FSL) in 2011 and 2012 to provide water to the deprived population of Paris

Responsibility Eau de Paris is constantly committed, all on fronts. It is responsible socially, environmentally, territorially, economically and on a societal level.

300

Parisian tap water is 300 times cheaper than bottled water

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social responsibility

social responsibility

Adaptability, equality, diversity: a modern corporate vision

Water for everyone

Eau de Paris anticipates the changes in society by working for equality among men and women and encouraging diversity across its staff. In fact, it received a business equality label in 2005 and one for diversity in 2009. The company also contributes to national undertakings on these topics.

About 943 employees

22.4% are employees and blue collar workers,

51.2% are supervisors and 26.4% are managers

Percentage of female employees

32 %

43.92 ans years old Sustainable employment

97.6 %

3.88 %

38.6%

Percentage of Female managers

Eau de Paris strives to be a technically, socially and ecologically advanced company

PIMMS, water information points

Financially supporting depressed households

Average age

Disabled employees

Two basic principles guide the Eau de Paris actions: water, a common resource for all humanity, is a rare resource that cannot be considered as a commercial commodity; its management must be optimized in the interest of the common good, especially the less fortunate.

Promoting sustainable employment, interprofessional synergies and equality The human resource challenge for Eau de Paris was adapting its teams and professions to the new water issues. We also strive to be a technically, socially and ecologically advanced company by offering sustainable employment perspectives and creating desire for working on its project. The fact is that the men and women who form the company practice their professions in a true spirit of public service. There is very fertile sharing of ideas and know-how between the different jobs which has led to a number of innovations. With a concern for promoting diversity and

fighting all forms of discrimination, Eau de Paris applies a job diversity and equality policy whose aim is to rank it among the best performing establishments in terms of human resources.

Including the disabled Disabled workers and their inclusion in the company are a big part of this policy. Concretely, this means that we develop measures to recruit disabled or socially reintegrating employees or to hire young disabled workers in apprenticeships and skills learning programs. We have also decided to buy only from appropriate businesses (EA) or work-assistance services and establishments (ESAT) that employ that disabled.

But the company does not stop there. Each year, it contributes to the housing solidarity fund with a budget that is three times that of the former one. Since curative aid is only a partial and a late response to the difficulties encountered by the most vulnerable families, the Paris municipality and its operator have also developed a preventive program by creating a «solidarity» water allocation to supplement housing aid from the city and department. On the premise that the cheapest water is the water that is not consumed, Eau de Paris develops partnerships with subsidizing agencies to improve tenants’ control of their consumption, in particular by installing water savers on Parisian faucets. The company co-signed the charter drafted by the City of Paris.

Supplying drinking water to the homeless Eau de Paris helps the homeless by providing municipal teams and associations with barrels of drinking water to distribute during their rounds. In the same perspective, it maintains some fifteen fountains that operate year-round, including during freezes, and provides social services with maps of the drinking-water points across the city.

Organizing the right to water: from theory to reality New regulations for Paris’ public water service affirm the principle of the basic human right to water. That is why the municipality and its management company refuse to cut off water to any occupied housing, even if illegally occupied housing, until so ordered by Court decision. For social and sanitation reasons, water supply for everyone must be a full and unalienable right.

Eau de Paris has been a founding member of the information and multi-service mediation points (PIMMS) since 2003. These Visuel PIMMS centers were opened at the initiative of the City of Paris to develop awareness and information actions among deprived populations. The company is associated with five of them (in the 12th, 15th, 18th, 19th and 20th arrondissements). The people who run these PIMMS are trained to provide support to the families in terms of their tap water use. They inform citizens on its quality and encourage them to save water and perform everyday hygiene.

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environmental and territorial solidarity

assertion

Prevention and solidarity as our guides

Protecting the springs means recreating a diversity of natural habitats

Since water resources must be durably protected, Eau de Paris conducts solidarity actions with the local territorial governments where it captures its water and encourages environmentally respectful human activity. 2. Restoring the quality of raw water and resources deteriorated by nitrates in order to make long-term Parisian and local supply safe without requiring treatment. Designing and implementing action programs spanning all of the resources by prioritizing them by degree of deterioration and their sanitation and environmental issues (priority captures from the Grenelle de l’Environnement agreement and the water management and installation plan). 3. Strengthening relations with local water entities, developing solidarity and contributing to local development.

The company’s policy for durable protection of water resources takes its dual capture origins – underground and river water – into account. It is built on four strategic poles: 1. Maintaining the diversity of a drinkable water supply for Paris while limiting the pressure from water removal on the territories.

Tailored production To preserve the environment and out of solidarity with the territories, Eau de Paris adapts its production to the reality in the field. During periods of drought, the company reduces its capture volumes without waiting for official restriction orders, to enable natural emergences to reach the river. Returning these quantities to the natural environment helps support local business and satisfy local needs while preserving plant and wildlife.

4. Conducting numerous research and innovation actions applied to the protection of resources. In this perspective, Eau de Paris conducts long-term consultation actions with the agricultural sector. It continues to monitor the impact of pollution on water resources with the different local establishments. The company acquires and exchanges land to reinforce the protection and safety of its capture sites. It also supports farmers and producers who wish to develop and improve their environmentallyfriendly practices, especially through converting to organic farming. Eau de Paris is also heavily involved in protecting the water from the Seine and its tributaries. For instance, it helped develop an upstream basin contract for the Seine and actively participates in major actions like PhyteauxCité and PREri. These programs include both municipalities and water producers. Their aim is to identify sources of pollution, sensitize the different stakeholders to the risks involved and promote environmentally-friendly practices.

Territorial solidarity with a history The principles behind Paris drinking water supply are closely linked to its history and its public health and sanitation imperatives. Most of the story took place in the 19th century. That is when Prefect Haussmann and Engineer Belgrand equipped the French capital with an impressive water supply infrastructure (aqueducts, sewage systems, etc.) which are still in operation today. During work to deviate underground water to the capital during the second half of the 19th century, water rights were granted to the communes where Parisian water was captured. Over the years, some of the communes have abandoned these rights but others continue to operate today.

Hervé Guelou, spring manager for the Seine-et-Marne

Hervé Guelou is to water what the forest ranger is to trees; a kind of guardian of the springs who monitors their perimeters, watches over the water capture points and preserves their environments to protect the resource. His role is fundamental for guaranteeing quality tap water in the future and deserves to be better known. Every six months in March and September, my teams and I travel all over the supply basins for the five springs under my responsibility, or over 640km² in all. Our objective is to monitor the condition and environment of the points identified as «sensitive» for the protection of underground water sources. For instance, these can be points vulnerable to infiltration to the water table like temporary rivers or sinkholes or any activity that could

deteriorate the quality of the water like dumping. My team also maintains the 150 hectares of enclosed land protecting the springs. These areas were formerly maintained like parks or gardens with much of the site being mowed. Visually speaking it was clean and regular but part of the plant and wildlife had deserted it. Today, maintaining these areas helps us recreate a diversity of natural habitats. The green grasshoppers have returned, ivy runs up the

trees, the underbrush is teeming with rare species, and insects nest in the dead wood. It is not always easy to make this change in our practices understandable to local authorities, neighbors, or farmers who sometimes perceive the grounds as neglected. That is why it is important for us to communicate to these local stakeholders in order to explain our approach.»

Eau de Paris has a supply capture land of about

184,000 hectares

140 farmers work with Eau de Paris to significantly reduce the quantities of nitrates and pesticides used, including 22 who are now organic farmers

102

protected capture points, 8 of which are priority under the Grenelle de l’Environnement agreement

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economic responsibility

Rigorous management for fair pricing and sustainable service Business-wise, Eau de Paris faces a dual challenge: consistently guaranteeing the finest service at a fair price for its users, while ensuring the sustainability and performance of its industrial assets and its systems.

Rigorously controlled water prices To sustainably guarantee the finest service at the fairest price, by as early as 2010 the City of Paris and its new management company were able to stop the constant price hikes in the capital’s drinking water which had increased by over 160% in the twenty-five years of outsourcing. The first measure was to stabilize its price in current euros at January 1, 2010 until 2014 when the first objectives contract between the City and its operator comes to term. Even better, after one year of operation, the new public water service was able to apply an 8% decrease in drinking water prices on July 1, 2011 with a very competitive rate for the capital compared to the national and Ile-de-France averages.

Guaranteed sustainable service

Decreasing consumption Like many urban metropolises, Paris has seen its water consumption decrease by nearly 30% in the last twenty-five years. This good news for water conservation can be explained by changes in the Parisian business fabric (service industries require less water), the efforts from the business community to reduce its consumption and also the efforts from private citizens to better control their domestic usage. This consumption decrease continues at an average rate of 2% per year. This trend requires extremely rigorous management to meet the technical and economic challenges of the future.

To remain one of the most modern, top performing management companies in France, Eau de Paris has developed a very ambitious investment plan which has already resulted in a first program for 380 million euros in construction work for the 2012-2016 period. With high self-financing capability and very low debt, the public water service is able to guarantee extremely proactive maintenance of its industrial assets and systems to transmit a constantly modernized technical heritage to future generations along with the assurance of quality water.

Editorial committee: Mathieu Souquière, Elisabeth Thiéblemont, Armelle Bernard, Amandine Mathis, Karine Julié. Design and copywriting: Pixelis Printer: France Repro Printed on recycled paper according to the PEFC standard Publication date : 03/2012 Updated : 09/2013 Photo credits: Blaizac / Bourges Julie / Cineye / DR / Dupont Cyrille / Eau de Paris / Monge Philippe / Robichon Sophie, Ville de Paris / Targat Gilles / Varraine Leca Agnès

19 rue Neuve-Tolbiac 75013 Paris www.eaudeparis.fr

Eau de Paris is certified ISO 9001/2008, ISO 14001/2004 and OHSAS 10881/2007 for all of its businesses related to the production, transportation and distribution of drinking water. Eau de Paris received the equality label for its commitment to promoting male-female job equality, as well as a label for employment diversity.