The journey of your water: How Air Selangor delivers clean water to millions
Air Selangor's commitment to quality, service, and community.
SHAH ALAM - Many people have wondered where the clean water they used every day comes from.
Some assumed that the water was sourced directly from rainwater or rivers.
In reality, the clean water enjoyed by consumers underwent a treatment process to ensure it was clean, of high quality, and safe to use.
The process of producing clean water began with the abstraction of raw water from rivers or dams.
Once the raw water was collected, it was sent to water treatment plants, where it underwent several stringent processes.
These processes included pre-treatment, coagulation and sedimentation, filtration, disinfection, and fluoridation, all aimed at ensuring that the treated water met the highest safety standards.
After treatment, the clean and safe water was delivered to reservoirs before being distributed through a network of pipes to homes, businesses, and institutions.
To meet these needs, Pengurusan Air Selangor Sdn Bhd (Air Selangor), as the leading water service provider in Malaysia, plays a significant role in supplying clean and safe treated water to more than 9.62 million consumers in Selangor, Kuala Lumpur, and Putrajaya.
Air Selangor’s vast infrastructure covered eight dams, 34 water treatment plants, 1,657 service reservoirs, 746 pump houses, and 30,734 kilometres (km) of pipeline.
The complexity of managing such extensive infrastructure highlighted the challenges in maintaining a reliable water supply throughout Selangor, Kuala Lumpur, and Putrajaya.
To ensure the reliability of the water supply system, Air Selangor chief executive officer (CEO), Adam Saffian Ghazali, stated that efforts included upgrading existing facilities, replacing aging pipes, and installing sensors on major pipes to monitor real-time conditions and reduce pipe burst incidents.
"The pipe replacement programme was a commitment to improving service efficiency and replacing aging pipes that were over 50 years old. In 2024, Air Selangor aimed to replace 300 km of pipes annually, and this would increase to 400 km annually starting in 2034," he said.
Water Quality Assurance
Air Selangor's operational excellence is also reflected in its strict water quality testing protocols. With a 99.93 per cent compliance rate to the Drinking Water Quality Standards, the company achieved 100 per cent compliance through the Quality Assurance Programme (QAP) in 2023.
This demonstrated the importance of adhering to regulations, particularly in meeting the water quality standards set by the Health Ministry.
In 2023, more than 2.4 million water quality analyses were conducted, ensuring that all water supplied met strict safety standards.
By maintaining stringent compliance, Air Selangor not only protected public health but also contributed to the sustainability of water resources through responsible management practices.
Excellence in Customer Service
Air Selangor's dedication to customer service excellence was evident in its efforts to provide an optimal service experience. To achieve this, Air Selangor employed a multi-channel communication approach, including websites, mobile apps, call centers, social media platforms, customer service counters, and self-service kiosks (available only at the Kuala Lumpur regional office).
Through the Service Level Agreement (SLA), the company successfully reduced customer wait times using the Interactive Voice Response (IVR) system, achieving a rate of 94.49 per cent in 2023.
Air Selangor was also awarded the ‘CX Standard for Contact Centers’ in December 2023 for its Customer Experience Performance Center (COPC CX).
According to Air Selangor, obtaining the COPC CX certification marked a significant step in its commitment to delivering a positive customer experience.
Through various initiatives, the Air Selangor app allowed users to report incidents such as leaking or burst pipes at their fingertips. Users no longer needed to wait long to speak with customer service representatives, as reports could be made directly through the Air Selangor app. Customers no longer had to wait for paper water bills.
Electronic billing (e-Bill) allowed users to access their latest bills easily, reducing the risk of lost or delayed bills and enabling quick payments anytime, anywhere. Customers could also enjoy the convenience of receiving their monthly water bills via registered email or WhatsApp, free of charge.
Community Engagement and CSR
Air Selangor's role extended beyond water supply, as the company actively engaged with the communities it served through various corporate social responsibility (CSR) initiatives, with the 'Sesama Mara' initiative being a cornerstone.
This initiative included the 'Box of Hope' programme, where since its launch in June 2020, a total of 6,035 boxes containing basic food items had been delivered to families in need.
Through its 'Festive CSR' programme, Air Selangor recognised the importance of the festive season in fostering community spirit and inclusiveness and took this opportunity to support the less fortunate. In 2023, items worth RM185,669.30 were distributed to 763 recipients at 20 welfare homes during various celebrations.
To help bridge the education gap, Air Selangor partnered with Pandai Education Sdn Bhd to provide digital resources to students preparing for their Sijil Pelajaran Malaysia (SPM) exams.
Through this collaboration, students had access to the 'Pandai Premium' app, which offered practice questions, tests, and online guidance.
In July 2023, Air Selangor also launched the 'Hydro Heroes Volunteer Programme', encouraging its employees to directly engage with the community and foster a spirit of volunteerism and social responsibility within the organization. Activities under this initiative included outreach to the B40 community as well as educational programmes.
As the company continued to innovate and invest in its operations, it remained steadfast in its commitment to providing sustainable water management solutions and making a positive contribution to society.
For tips and interesting information about water and Air Selangor, visit Hydro Hub at hydrohub.airselangor.com.
