Stakeholder Engagement

Stakeholder Engagement
Engaging its stakeholders is an essential element of the sustainability commitments of Manila Water. Stakeholders are a valued source of
information that helps improve the company’s core services and develop new business opportunities. Time has also proven that the stakeholders
can be key allies in advocacy work to enable the business further and support other sustainability initiatives. The issues and concerns relevant to
each stakeholder group are noted and responded to through various engagements, ensuring active alignment of the stakeholders’ expectations
and the company goals and values. The table below illustrates the company’s dynamic and symbiotic relationship of Manila Water with its
stakeholders.
Stakeholder Group Modes of Engagement Issues /Areas of Concern Response

Employees  Meetings  HR programs and policies  Quarterly visits of HR across
 Group-wide activities  Compensation and benefits various groups and departments
 HR Caravan  Recognition of exemplary  Recognition programs
 Email blasts, employee performance  Themed and sports events
bulletins, Agos online  Work-life balance/Work-life  Employee engagement survey
publication integration  Employee volunteer framework
 Employee recognition  Employee level of engagement  Competency-based trainings
program  Talent management and  Manila Water University
 Annual themed events succession planning  Local and international job
 Ayala-wide sports  Competency development assignments
programs  Career development
 Employee survey  Top-down communications
 Training and
development programs
Community/Customers  Focus Group Discussions  Improvements in service  Resolution of complaints within
 Abot Kamay sa Barangay quality internal service level targets
 Forum with community  Billing concerns  Publication of notices of water
partners (known  Traffic inconvenience due to interruption and other advisories
as Kasangga Days) ongoing repair, pipelaying, and in print media
 Public consultations restoration works  Regular updating, announcements
 Public Information  Water tariff and other charges and bulletins through social media
Campaigns  Water and sewer connections  Traffic management plans
 Social Media (Facebook &  Desludging fees and schedules
Twitter)  Village right-of-way
 Manila Water website
 Flyers and bill inserts
 Lakbayan Water Trail
Tours
 Customer Service Hotline
 Agos Magazine
Regulators (MWSS, CDC,  Regular correspondence  Policy/Governance matters  Submission of position papers and
TIEZA, Provincial and submission of  Operational efficiency similar documents
Government of Laguna) reports  Customer-service issues  Participation in their various fora /
 Meetings with regulatory  Rate adjustments meetings as participant or
offices / Kumustahan  Key Performance Indicators resource persons
 Public consultations and /Business Efficiency Measures  Facilitation of rate rebasing
forums targets exercise
 Site visits  Financial matters (Return On  Compliance
Rate Base, Foreign Currency  Business Plan submission
Differential Adjustment,
Inflation Rate, Appropriate
Discount Rate)
 Prudency of investments
National Government  Compliance reports  Policy / governance matters  Compliance report submission
Agencies  Correspondence  Alignment of programs with  Alignment of information
 Regular briefings and KPIs and Supreme Court campaigns, desludging caravan,
updates continuing mandamus and other environmental projects
 Toka Toka Advocacy  Water Resource Management  Submission of position papers and
 Lakbayan Water Trail  Water Sector Policy similar documents
Tour  Right of way issues  Regular and close coordination on
 Relocation of pipes affecting project planning and
proposed projects implementation
 Alignment of infrastructure  Partnership in Toka Toka advocacy
master plans
Local Government Units  Public consultations  Right of way issues  Continuous coordination and
(LGUs)  Toka Toka Advocacy  Alignment of work programs negotiation with LGUs
 Lakbayan Water Trail  Discussion on execution plans  Coordination meetings for project
Tour and schedules update
 Regular correspondence  Relocation of pipes affecting  Partnership in Toka Toka advocacy
 Participation in LGU proposed projects  Delivery of requested drinking
events  Requests for assistance fountains and volunteering on
 Agos Magazine activities
 Regular briefing sessions  Alignment of information
campaigns
Private  Toka Toka Advocacy  Alignments on disaster  Partnerships on different
Companies/Corporations  Lakbayan Water Trail preparedness and response sustainability projects
Tour  Alignments on CSR initiatives  Joint policy papers on select
 Membership in industry  Regulatory policies regulatory issues
organizations
Supply Chain  Vendor accreditation  Vendor accreditation criteria  Implementation of vendor
 Vendor fora and  Procurement processes and accreditation program
conferences procedures, regulatory  Hosting of vendor fora
 Focus group discussions compliance requirements  Updates in the supply chain
 Quality and compliance organization
 Environment, occupational  Discussion of new and upcoming
health and safety performance projects
 Sustainability and social  Roll-out of new procedures and
responsibility policies
 Billing and payment to vendors  Discussion on vendor-related
 Performance evaluation issues and concerns
Civil Society  Courtesy visits  Improvement in the socio-  Kabuhayan Para sa Barangay
 Face-to-face meetings economic conditions of the  Rehabilitation of water networks
 Focus Group Discussions community and services among public service
 Water service interruptions institutions
 Lack of proper hygiene in  Raising public awareness through
communities Global Handwashing Day
 Project partnerships  Lingap programs
 Water availability and  Information campaigns
watershed management
Finance Community  Annual and Sustainability  Changing regulatory  Publication of annual report and
reports environments sustainability report
 Annual stockholders’  Growth-enabling environments  Timely disclosures to the
meeting and expansion initiatives regulatory agencies and investing
 Quarterly analysts' beyond the East Zone community
briefings  Company top risks
 Manila Water website  Environmental and social
 One-on-one meetings safeguards
 Press releases  Financial and operating
 Roadshows performance
Media  Media coordination  Water supply reliability  Participation in various local and
 Press briefings and  Service continuity international conferences,
conferences  Used water projects exhibits, expositions and fora on
 Availability and  El Niño and La Niña impacts water and used water provision
accessibility of corporate  Customer service policies  Production of audio visual
communications  Disaster preparedness and presentations on water and used
personnel for interviews response water
 Postings on social media  Sustainability programs  Release of public information on
 Postings on the Manila  Water tariff issues and concerns
Water website  Investor relations and  Regular information sharing to
 Lakbayan Water Trail disclosures traditional (broadcast and print)
Tour  New business operations and and new (website, social media
 Agos Magazine developments sites, blogs, online news sites)
 Regular engagement with media on service updates and
local and national media ongoing and upcoming projects

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