Water in Paris. a Public Service

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 943 EMPLOYEES A review of the public service missions At January 1, 2013 Eau de Paris conducts, from water catchment to customer relations and user information 17 Quality Transparency A close-up of the Eau de Paris standards in supply, services, and water quality 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. 23 Responsibility The social, societal, environmental, MILLION and economic commitments 94,000 of a responsible company 3 daily users SUBSCRIBERS for 2.2 MILLION Parisians 2 - transparency - closeness - quality - responsibility eau de paris - water in paris, a public service - 3

identity édito Eau de Paris, is… Anne Le Strat - Eau de Paris CEO Water is a common resource to preserve and share

... a public company serving Deputy Mayor of Paris in Parisians As a municipal company, Eau de Paris is in charge of charge of water, sanitation, supplying the French capital with quality water in all and canal management, circumstances. It is the key contact for Parisians for Anne Le Strat has been all water-related issues, from catchment to distribution and from production and transportation to customer president of Eau de Paris relations. since its creation in 2009. As a staunch defender of the principle, she reviews the issues involved in returning to public water ... a model of management. governance As the only public operator to serve the French capital, Eau de Paris open to civil is accountable for its management society to the City of Paris which organizes the service. To illustrate its user-focus, the fi rm opted for a form of governance open to private citizens. Its board In November 2008, the city of Paris What are the advantages of public water Can the Eau de Paris model be exported? of directors is composed of elected voted for the return of public water management? In your opinion, what are offi cials from the Parisian municipality, management. Was this just a political the rules for success? Anne Le Strat: We are heavily solicited and as well as representatives from wage decision? are being watched very closely. Many French Anne Le Strat: Our users now have a single municipalities and European cities aspire to … a model of responsible, earner, consumer, and environmental Anne Le Strat: It was certainly a strong political contact for all matters pertaining to drinking gaining back public control. Some have already groups. The Water Observatory also statement but it was also a management water. We off er them services that meet their done so. What is certain is that real dynamics accountable Eau de Paris strives to incarnate has a member, while specialists in decision. After twenty-fi ve years of outsourcing needs, especially in terms of consumption have been created since Paris opted for public a public management model based governance and environmental the public service, the Parisian municipality’s monitoring. There are also economic advantages: management. This will become a major issue management on one simple principle: water, as a ambition was to gain back full control of this over thirty million euros a year are saved in the years ahead. In fact, a European network protection also contribute their service, since water is a common resource thanks to this municipal control. As a public of public operators called Aqua Publica Europea heritage of humanity, is a common expertise. that must be managed at a fair price and in total company, Eau de Paris reinvests all of its profi ts has already been formed. With the worldwide resource which must be managed transparency. The reform led to the creation into the service to benefi t the users, our staff , challenge of making water accessible to responsibly and accountably of Eau de Paris, the municipal management and long-term management of our heritage. everyone and preserving it for future generations, on the basis of long-term social, company that is operational across the entire We can now off er our subscribers a «fair price». it is our responsibility to guarantee quality, water cycle, from catchment to distribution to The company is also experimenting with local public management. environmental, technical, economic invoicing. With the help of staff s from diff erent participative management which is why and democratic criteria. origins we have optimized our organization, we created the Parisian Observatory to better strengthened our competencies and expertise, understand our users’ needs. It is a place for and appropriated new businesses. 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 We can now offer our part is the company’s key decisions. There subscribers the right price. is genuine involvement on their side and openness on ours. 4 - transparency - closeness - quality - responsibility eau de paris - water in paris, a public service - 5

positioning Issues A municipal management company Francois Poupard - Managing director of Eau de Paris at the hub of the water cycle in Paris Remain viable, our model must be redesigned KEY DATES Since January 1, 2010, the city of Paris is in full control of its water service with the creation of a municipal management Until 1984 ﬁ rm called Eau de Paris. Here is a brief history of the steps Paris water is managed by the municipality. that led to this new management model and its positioning 1984 as a leader in the French capital’s water cycle. City Hall commissions two private operators to manage The return to municipal management of the estimated at 10 billion euros, built around distribution (network Parisian public water service results from 3 main aqueducts, with 1900km of waterworks maintenance, invoicing and the City’s ambition to off er its citizens quality for drinking water and 6 production plants. recovery) under a twenty-fi ve drinking water at the best cost, while gua- This system was essentially built in the 19th year O&M contract: one ranteeing the highest standards of maintenance century with the works Eugène Belgrand subsidiary of Veolia and one and renewal of Paris’ extensive hydraulic undertook as director of water services under Suez subsidiary. heritage. By creating the fi rm, the municipality Baron Haussmann. Today, the company acquired the resources to tackle long-term employs over 943 agents and serves 3 million February 1, 1987 social and environmental issues which have daily users, making it the largest public water City Hall forms a semi-public become key to all water-related matters. Eau company in France. company (SEM) to ensure de Paris is responsible for a hydraulic system 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 Players in the Paris water cycle Paris on January 1, 2005. November 24, 2008 Sanitation Department The Council of Paris votes Regional Public Health of Paris (SAP) / Water Purity to return its water service to Agency (ARS) / Department (DPE) of Paris public management. A public Ministry of Public Health Collect waste water after industrial and commercial Ensures control of public health by consumption Managing director since January that has its roots in its locality. We fully assume crossing the graph for expenditure: it is the company (EPIC) is created. conducting monthly analyses with our responsibilities to our local partners and, of famous «scissors eff ect», that the water sector (1) 2013, François Poupard reminds May 1, 2009 an independent laboratory course, to the natural environment that must be knows well. The new Eau de Paris EPIC us of the duties and public- preserved, for example with farmers in our actions replaces the former SEM service issues concerning Paris to improve the quality of ground water in the How are you planning to cope with this for water production and City of Paris regions where it is extracted. As a municipal utility, «scissors eff ect»? La ville de Paris water over the medium term. we are particularly committed to those who are Eau de Paris is a dynamic company, which transportation. It incorporates AutoritéOrganizing organisatrice authority part of the CRECEP teams from poorest. These duties, which are proudly fulfi lled anticipates the great changes in its sector. We Défi nitDefi la politiquenes the waterde l’eau policy et en fi xe by the company’s personnel with their highly have begun the study of our model in order to the departmental laboratory and determinesles grands keyobjectifs objectives The duty of Eau de Paris is essential… in charge of monitoring water Water is a noble product that is essential to life: we diverse skills, are recognised by the public, as is preserve our economic stability and our social Contrôle l’activité de son opérateur quality. Controls the operator’s activity provide a continuous water supply to 3 million the quality of the water that we distribute. But we model, while maintaining water quality that is people in Paris, with absolute requirements in can always do better and we seek improvement constant or even improved. The relevant topics are January 1, 2010 La régieEau deEau Paris de Paris terms of quality, continuity and safety. This must every day. really quite simple and every company works on Eau de Paris becomes Opérateur public be done, as for any public service, through them: effi ciency costs, intelligently redesigning the sole municipal operator management company What are the challenges that you see our prices and developing the activity, while GèrePublic le service operator public Seine-Normandie Water rigorous and transparent management that for the French capital’s public Agency / Ministry of Ecology justifi es the lowest prices for users, sustainable appearing over the medium term? diversifying our scope and the territories in which water service ensuring global Rend Managescompte à thel’autorité public organisatriceservice The technical and economic model of players in we operate. de l’accomplissement de ses missions Collects water taxes; finances funding for our investments, and pay and working business, from catchment Reports to the organizing authority water resource protection conditions that are satisfactory for our employees. water provision, whether public or private, was to invoicing. on its mission achievements and pollution-fi ghting As an industrial company, Eau de Paris has very favourable for many decades. But today, July 1, 2011 technical performance in its DNA: innovation has producing and distributing potable water is more Interdepartmental Sanitation been a tradition, since the large-scale works of expensive, given health standards. And although Eau de Paris internalizes Syndicate for the greater Paris the regular drop in Parisian’s water consumption, subscriber management which Haussmann and Eugène Belgrand in the 19th metropolitan area (SIAAP) century and even since the Médicis aqueduct, four by 25% over the last 20 years, is good news at the was formerly outsourced environmental level, over the long-term, the graph to the diff erent distribution Transports and purifi es hundred years ago. Eau de Paris is also a company waste water before returning that tracks changes to income must end up companies. This was the fi nal it to the environment. step in the return to public (1) Results available in the arrondissement management. town halls or on www.eaudeparis.fr. 6 - transparency - closeness - quality - responsibility

Organization A central position reserved our different professions

Appoints the general manager To optimize management, named by the Council of Paris CEO on a proposal from the Mayor of Paris Eau de Paris is organized Anne Le Strat Moderates the Board of Directors into divisions reﬂ ecting its key businesses: producing and distributing water, Ensures general management of the company and General represents it in all external relations. guaranteeing its quality, Manager Coordinates the actions of all the departments and monitoring the technical François Poupard presides the Executive Committee performance of its networks and offering quality service to its users. Here are the details. Ensures general management of the company in the 1,200 Deputy General absence of the general manager Manager Coordinates technical projects related to industrial DRINKING François Leblanc facilities WATER POINTS ACROSS PARIS

Users Support Industrial and Partners division division division Closeness Reaching out to our users is another priority for Eau de Paris. Human resources and quality Water Resources and Production Department of Users We illustrate this closeness by our commitment to guarantee quality management department (DRHMQ) Department (DIREP) and Subscribers (DUA) water supply to Parisians in all circumstances, 24/7 availability, In charge of staff management, Captures underground resources and treats them Supervises direct customer relations social cohesion and job equality at the source and transports them by aqueduct. and new services and constant information. Manages the river and underground water Finance Department (DF) treatment plants located outside of Paris. Institutional Relations and Guarantees the public operator’s smooth Communication Department (DSRIC) fi nancial operation Distribution Department (DD) Monitors and implements the key orientations of Operates the water transportation installations the objectives contract; moderates the board of General Secretariat (SG) 200,682 VISITORS within the city limits ; coordinates water directors and partner relations; coordinates the 3 In charge of legal matters, buying, logistics production and distribution via the control and sustainable development policy; steers internal have seen the Water Pavilion since 1 MILLION M and general resource management command center which regulates the Parisian and external communication. water supply. it opened in 2007 Information Systems Department (DSI) International Aff airs Department (DRI) is the maximum daily Implements harmonized technological solutions Engineering and Assets Department Manages international activity; ensures the safety production capacity on both banks of the Seine to facilitate relations (DIP) of water installations; advises the general with the 93,000 Eau de Paris subscribers. Defi nes and steers the investment plan management on technical issues. at Eau de Paris Accounts Agency (AC) and coordinates public heritage management ; Recovers revenue and invoice payment ensures innovative technical services, including in compliance with public accounting rules. 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. 8 - transparency - closeness - quality - responsibility eau de paris - water in paris, a public service - 9

commitments

An agreement 6 - Maintaining the highest standards of maintenance with the Parisians and public works optimization

Eau de Paris preserves and optimizes the industrial heritage it received from the City of From the very start, the municipality’s control over its public 5 - Ensuring the performance Paris through an ambitious investment policy of the sytem and its installations based on the most advanced technology, company was a key issue for the Parisian authorities. As a result, effi cient maintenance and maximum yield Eau de Paris guarantees the continuity of its service per installation. the City of Paris and its management company signed a contract through automated operation. that stipulates the objectives to achieve and their related performance indicators. The aim is to guarantee innovative and 7 -Developing a economically, socially, and environmentally responsible service prospective vision of water supply that is focused on its users. The City of Paris and its operator have defi ned an investment program to determine the orientations for the service to 1 - Supplying water the year 2025 that refl ect the to Parisians in all city’s R&D policy. This is how Eau circumstances de Paris has helped build a public research and expertise center At Eau de Paris it is our job that could become a future to guarantee quality, 24/7 water reference in water management. service to Parisians that meets sanitary standards through diversifi ed, sustainable resources. 9 - Using a certifi ed, ecologically responsible 2 - Providing user- management system focused water service With triple certifi cation under the references ISO 9001 Quality, ISO 14001 Environmental Eau de Paris must effi ciently respond and OHSAS 18001 Occupational Health to user and subscriber requests with and Safety, Eau de Paris is committed to accessible, transparent information maintaining and developing its certifi ca- and appropriate communication tions throughout its entire perimeter. actions. It must also satisfy its users’ needs by developing new services.

10 - Supporting change in non-drinking water service 3 - Conducting rigorous, 4 - Guaranteeing access The French capital has an exceptional to water system thanks to its dual network: transparent management 8 - Off ering drinking water on one side and non- Eau de Paris agreed to stabilize water prices at January 1, 2010 The City of Paris and its management a socially advanced drinking water on a second network all through rigorous management. Monitoring the monthly performance company conduct social actions to guarantee business model across Paris. Eau de Paris supports the City indicators it has defi ned with the City enable it to meet this water access to everyone, regardless of their of Paris in upgrading and optimizing it. challenge. social or economic status. The company also Eau de Paris is committed provides technical support to the international to promoting social progress solidarity actions the municipality conducts. in terms of male-female equity, the right to diversity, career management, internal communication, and achieving a balanced private and professional life. 10 - transparency - closeness - quality - responsibility eau de paris - water in paris, a public service - 11

our business From catchment to customer relations – a multiple mission

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

Capturing Refi ning Treating Transporting Distributing Regulating Half of the water Parisians consume comes Refi ning concerns the underground waters near This process is for river water and underground To guarantee its quality during transportation When it reaches Paris, the water is diverted into The entire Parisian system is steered from the from rivers and the other half from underground Provins and Fontainebleau. This water is naturally water captured in environments with high to domestic faucets, all of the water is chlorinated fi ve reservoirs, providing storage capacity Eau de Paris Control and Command Center (CCC). sources. Most of the underground capturing clarifi ed when it infi ltrates the sub-strata, but it limestone content which cannot be fi ltered after being treated. The underground waters for two days of water consumption. Due to the Through its centralized management, the CCC is from natural emergences with no impact on must be «refi ned» byactivated carbon fi ltering naturally. The water from the Seine and Marne is are mostly carried gravitationally, which means concave confi guration of Paris, the system is organizes water production in real time water table levels. The most distant springs are to remove any pesticides. Two facilities have treated in two plants located respectively in Orly they do not require any energy consumption. divided into altitude areas. The lowest portion or and regulates its circulation from the reservoirs located in Normandy and Burgundy, the furthest been built near the springs in Longueville (dept. (dept. 94) and Joinville (dept. 94). The process A total of 470km of aqueducts transport this the heart of the city is supplied by the Montsouris throughout the distribution system to give one lying some 150km from the capital near Sens. 77) and Sorques (dept. 77). takes place in two phases: clarifi cation and water to the gates of Paris. It takes seventy-two reservoir. The upper portions are supplied by Parisians tap water at the correct pressure. refi ning. Clarifi cation is performed in Joinville in hours for the water from the most distant spring the outlitred (see pages 14-15) in L’Hay-les- It coordinates cut-off s for repair work or emer- Additional needs are met with water pumped a series of biological works using a process that – in Armentières, Burgundy – to reach the Roses (to the south), Saint-Cloud (to the west) gency interventions. It manages the Parisian from the Seine and the Marne, upstream of reproduces natural soil fi ltration to remove the capital. River water takes about ten hours from and Ménilmontant and Les Lilas (to the east). reservoirs and in particular, monitors the Paris. Since raw water is not naturally drinkable, particles. Refi ning occurs both in Joinville and its capture to reach the Parisian reservoirs. Lastly, the city’s culminating points – the minimum water levels required for optimum Eau de Paris has developed appropriate treat- Orly to eliminate any remaining bacteria, viruses, Belleville «butte» and Butte Montmartre – water service operation and quality. ments while at the same time pursuing its pesticides or other pollutants from the treated benefi t from a higher altitude network which sustainable actions to protect the resource. water. Particularly in Orly, a fi ltration acceleration is run from pumping facilities and three water process enables Eau de Paris to guarantee towers. At any given time, a minimum pressure supply of the quantities required to meet the of 2.5 bars (or the equivalent of 25m) is needs of its consumers in all circumstances. guaranteed at the foot of Parisian buildings. 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-fi ltration process using membranes. 12 - transparency - closeness - quality - responsibility eau de paris - water in paris, a public service - 13

From catchment to customer relations – a multiple mission

ENTRÉEENEENTNTNTRTRÉTRÉERÉRÉEÉE LIBRELILIBBRBRERE

DESDEDESS CCHHEMINMIMINNS POURPOUPOPOUOURUR LLEAL’ L’EA’ EEAAU er/Roger-Viollet

1313 SESEPSSEPT.EPTEPEPT.PTPTT.. 2013202010133 2222 FFÉV.FÉFÉVÉV.ÉVÉVV.. 201422000141144

UNEUNUNEE EXPOSITIONEEXEXPXPOXPXPOSPOPOSOSITSISITITITIOTIOIONON TOUTTOTOUUUTT PUPPUBLICUBLUBUBLBLICLILIC Conception graphique: Emmanuel Labard — www.l-e-studio.net Labard — Emmanuel graphique: Conception PAVILLONPAPAVIAVAVILLVILVILILLOLLLLONLOLONON DEDE LL’LE L’EAU’EA’ EAEAUAU 7777 avenuavveenuuee dede VersaillesVVeerserrsrsasaiailai leeses 755016010 6 PaPariiss www.wwwww.ww.w eaudeparis.feaueaududeepparipaarariis.fs.s.fr Passants s’abreuvant à une fontaine Wallace, à Paris, lors d’une vague de chaleur, en juin 1914 (détail). © Maurice-Louis Brang © Maurice-Louis (détail). en juin 1914 de chaleur, d’une vague lors à Paris, Wallace, à une fontaine s’abreuvant Passants

Invoicing Informing Sensitizing Eau de Paris invoices its subscribers’ drinking The automated meter reading (AMR) system Since 95% of the city’s housing is collective, Eau Eau de Paris runs an information, awareness water four times a year, printing out some enables Eau de Paris to provide its subscribers de Paris does not have any direct contact with and special events site called the Pavillon 400,000 bills annually. Effi ciency is optimized with innovative, convenient services. This its 2.2 million Parisians. Not only are individual de l’Eau or Water Pavilion. It is located in Paris’ thanks to a reliable, practical system of means that Parisians may benefi t from water meters a rarity in the French capital, but 16th arrondissement in a former industrial Among the most automated meter reading (AMR) that covers personalized monitoring of their consumption, the water bill is included in building mainte- building and acts as an indispensable relay with over 95% of Parisian buildings. The key obtain an estimate of their overall household nance fees. Very few Parisians even see their the city’s population, especially the young modern monitoring advantage is that the water meters which consumption, consult a detailed report, receive bills. To overcome this obstacle, the company Parisians, with a permanent exhibit on the are equipped with electronic modules that alerts if leaks are suspected, etc. As water sales has made local awareness actions a priority capital’s water supply system, as well as consumption constantly record the volumes of water account for 87% of the company’s revenues, in its communication strategy. By reaching temporary exhibits, children’s workshops, fi lm consumed. This information is then relayed recovery is an essential issue for Eau de Paris. out to the public, it can more easily answer projections and conferences. systems in France by Internet to the Eau de Paris water data the questions Parisians have about their water In an eff ort to raise awareness among children, processing center. The invoices are calculated and enhance tap water. the Water Pavilion also off ers «water classes» on real indexes rather than on estimated Each year, Eau de Paris runs close to 100 with a play-and-learn approach for all scholastic consumption fi gures. This system makes Paris events that put it in contact with its users. levels. the most modern city in France in this area. These range from delivering water tanks Lastly, Eau de Paris enhances the Parisian to organizing major public events on its own water heritage by off ering «water walks» initiative and with its partners (the Soliday’s throughout the year. These guided tours festival, the Oh festival, Paris Plages, European promote the history of the sometimes centuries- Heritage Day, etc.). old hydraulic installations that exist in the French capital. 14 - transparency - closeness - quality - responsibility eau de paris - water in paris, a public service - 15

key points The Paris drinking water supply system

PICARDIE

VAL-D’OISE L’Oise

ÎLE-DE-FRANCE

La Seine

SEINE- EURE SAINT-DENIS HAUTE-NORMANDIE Thoiry L’Iton La Marne Eau des sources de la Vanne Saint-Cloud Paris et de la Seine traitée Beynes Eau des sources de l’Avre traitée Joinville Le Grand Morin Eau de la Marne et de la Seine traitée HAUTS- Aqueduc de l’Avre DE-SEINE Eau des sources du Loing Breuil Houdan et de la Voulzie traitée Verneuil-sur-Avre Montreuil Versailles VAL-DE- MARNE NOTA : Dans l’enceinte de Paris, seuls L’Haÿ-les-Roses sont indiqués les réservoirs auxquels aboutissent directement les eaux potables desservant la capitale Vert en Drouais YVELINES Orly Dreux L’Avre La Vigne SEINE-ET-MARNE

Corbeil-Essonne Le Durteint La Voulzie L’Eure Aqueduc de la Vanne ORNE Le Dragon Aqueduc du Loing EURE-ET-LOIR Provins ESSONNE BASSE-NORMANDIE Longueville

Champagne- Usine des Ormes sur-Seine Aqueduc de la Voulzie Fontainebleau Vals de Seine Montereau- Fault-Yonne CENTRE Sorques Capacité des captages Captages USINE DE TRAITEMENT Montigny-sur-Loing Moret- (en m3/j) D’EAU SOUTERRAINE sur-Loing Villeron Aqueduc de la Vanne Bourron USINE DE TRAITEMENT Vals d’Yonne De 0 à 50 000 D’EAU DE SURFACE Nemours Villemer La Vanne eaux souterraines

USINE D’AFFINAGE L’Essonne La Joie De 50 000 à 100 000 eaux de surface et Chaintréauville Sens Sources RÉSERVOIRS Sources Basses Hautes

PUITS À L’ALBIEN Supérieur à 100 000 Cochepies POINT DE SURVEILLANCE Villeneuve-sur-Yonne AIRE D’ALIMENTATION DE CAPTAGE D’EAU SOUTERRAINE 01020 40 BOURGOGNE

Kilomètres 16 - transparency - closeness - quality - responsibility

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 subs- Quality criber/user management division Water supply system reliability, hydraulic installation performance, quality user service, quality tap water supply. Eau de Paris sets Xavier Fanchtein is clientele manager at the Eau de Paris the highest standards in each of its areas of expertise. Average mail call center which opened in July 2011. Invoicing, subs- response time : 2.19 days criber relations, reactivity, customized service…he takes a look at the everyday issues involved in returning user BILLION relations to Eau de Paris management. EUROS 92.3 % 47,221 10 Is the yield rate of the calls That is the estimated value public distribution drinking treated per year Since we were unable value. The outcome: after the With 400,000 invoices printed of the Parisian water system water system to develop our own eighteen-month transition per year in less than one day customer relations when the period, we not only improved via automated meter reading heritage managed company was created on our performances in customer (AMR), a telephone response by Eau de Paris January 1, 2010, we decided service and tracing but we also rate of 92%, 100% traced calls to continue to outsource calls, had time to prepare for this and a response time to mails of 405,000 simple letters and mass new business by developing 2.19, we proved that a invoices printed invoicing to the former our own tool, recruiting 30 new municipal management each year distributors until July 2011 to agents, and creating offi ce company was the right choice. give us time to establish our space to accommodate them. Now it’s up to us to establish own organization and we It was an ambitious challenge relations with all of our remained in control of steering since standards were high for subscribers and users that customer complaints and both our environment and our extend beyond mere account relations requiring high added subscribers. management.» 18 - transparency - closeness - quality - responsibility eau de paris - water in paris, a public service - 19

securing modernizing Water supply An exceptional in all circumstances 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 defi ned is the diversity of its sources. Equal amounts of water come from underground 160 communes, and river sources. This mixed supply enables 12 departments effi cient management of unexpected incidents like accidental pollution or pipe damage and Eau and 4 regions de Paris can mobilize diff erent water resources Preventing risks alternatively depending on the situation. Eau de Paris was named Operator of Vital Centuries-old aqueducts, sprawling pipes, ultra-modern facilities…Eau de Paris This mixed system has historical origins. Importance by decree from the ministry It began in the 19th century to meet the increasing in charge of Ecology. The company conducted is at the head of an extremely rich hydraulic heritage which requires constant water needs of the capital and its neighboring a risk analysis to defi ne a prevention plan for communes and to improve the poor quality all types of threats (natural disasters, industrial maintenance, renew and development in order to preserve the highest of the water from the Seine which supplied the incidents or pollution). It resulted in extensive possible level of efﬁ ciency. city. Prefect Haussmann made a proposal to the works and investments of nearly 6 million Council of Paris to capture spring water located euros to prevent damage from a centennial river in more outlying areas. The project was fl ood like the one in 1910 when the Seine Effi cient historical Ultra-modern A dense, accessible commissioned to the person in charge of water recorded installations treatment plants water system service, Eugène Belgrand. Water supply to the a rise of eight meters. This consolidation work, Eau de Paris uses three main aqueducts to Eau de Paris operates four very sophisticated Paris is an atypical city with a very high density French capital is based on this heritage today. in particular the protection of the Joinville plant, now enables the company to guarantee carry water to the gates of the French capital: underground water treatment plants built of 20,000 inhabitants per km² as opposed to an constant, safe drinking water supply. Vanne (dept. 77), Loing (dept. 77), and Avre between 2004 and 2009. They are located average of 6,000 in most other capitals. Its Securing the water supply (dept. 28). Built between the end of the 19th in Sorques (dept. 77), Longueville (dept. 77), inner-city drinking water system totals 1900km and early 20th centuries, these works undergo Saint-Cloud (dept. 92) and L’Hay-les Roses of pipes, 70% of which are located on the right Securing the water supply system also requires constant consolidation and upgrading. (dept. 91). bank of the Seine and 30% on the left bank. 90% independent transportation systems. Eau de of the drinking water piping is located within Eau de Paris also maintains a system of 1,160 Two older facilities in Joinville and Orly (dept. Paris operates fi ve supply points, all independent sewer systems or in galleries that can be visited drinking water points on the streets, including 94) which were renovated in 1990 treat the of one another. They are built around three main on foot. The others are buried. aqueducts – Vanne (dept. 77), Loing (dept. 77) the famous Wallace fountains designed in the river water. Their daily production capacity th 3 and Avre (dept. 28) – and two major conduits 19 century by the engineer of the same name varies between 80,000 and 300,000 m This system’s unique structure, as well as the from the Orly and Joinville plants. If one is to provide Parisians with quality drinking water. and they use the most advanced technology various annual campaigns to check the pipes, inoperable, the others can compensate for it. like activated carbon fi ltration, ozonation makes it possible to very quickly detect and Another safety factor is the Parisian system’s and ultra-violet treatment. Ultra-fi ltration applies repair the slightest leak. With this network, interconnection with the suburbs: the diff erent only in Saint-Cloud and L’Hay-les Roses plants. Paris has one of the fi nest dinking water suppliers can provide mutual assistance. systems in France with a distribution yield of over 92%.

An inner-city drinking water network of 1,900km of pipes 20 - transparency - closeness - quality - responsibility eau de paris - water in paris, a public service - 21

satisfying guaranteeing The user is our An ambitious «Quality, main concern Environment, Safety» policy

Subscriber and user satisfaction is a priority at Eau de To achieve its public service mission and attain the objectives defi ned in Paris. The company is committed to offering increasingly the objective agreement, Eau de Paris has adopted a continuous quality innovative, effi cient services to meet the changing needs improvement program. It is based on a daily management system focused of Parisians. on quality, the environment, health and safety. Recognized expertise Being constantly reachable Since summer 2011, Eau de Paris has operated The Eau de Paris Waterworks Mechanical a multi-contact center that works as a hub for Analysis department (MAC) is certifi ed ISO processing postal mail, e-mail and faxes. It is 9001 for its diagnosis, expertise, works equipped with a single toll-free phone number, acceptance, and consulting on water and 0974 506 507, open from 8 a.m. to 6 p.m. sanitation works. This service is responsible Mondays through Fridays. for the MAC test which is a patented Emergency calls on nights and weekends are mechanical analysis technique that does handled by the CCC (Control and Command not damage attainable buried waterworks. Center) located at the Eau de Paris headquarters The research and analysis laboratory in which operates 24/7. Ivry-sur-Seine (see pg. 22) is accredited Constantly improving by the French accreditation committee, COFRAC, (accreditation n° 1-2109), for all user satisfaction of its water production and distribution Eau de Paris has developed a survey program monitoring activities, as well as for its A constantly available call to monitor subscriber satisfaction with its public service business with external clients. service on a quarterly basis. These tools center, a free consumption are completed by a number of studies to help The liquid fl ow measurement laboratory management service, satisfac- us understand the needs and practices which calibrates the water meters has Reducing the direct and indirect impact of tion surveys…Eau de Paris of the Parisian population in terms of its water Committing to constant earned COFRAC accreditation number consumption both in and outside of their homes. this business on the environment and preventing 2-1895 for its calibration activity. strives to meet its users’ needs improvement pollution risks, in particular by using non- The Eau de Paris «Quality, Environment, pollutant industrial processes and developing and expectations Safety» policy (QES) refl ects the following an ambitious resource protection policy. Designing with style commitments: and convenience Scrupulous compliance with the legal and to promote water regulatory requirements applicable to our Extending certifi cation To encourage Parisians to drink tap water, Eau business and applying best practices. to all of our businesses Providing innovative de Paris worked with designer Pierre Charpin Off ering users and subscribers quality public Triple certifi cation to design an Eau de Paris water carafe. It is sold service that meets their expectations in terms The aim of this policy is to enable the company consumption at the Water Pavilion and comes in a variety of both water quality and services. to protect its entire staff and include the demands and accreditation renewal management services of diff erent models and colors. The objet has Guaranteeing the highest standards of overall of its users, subscribers and partners in its drive Eau de Paris to seek To help our subscribers manage their water become the symbol of Eau de Paris. The company maintenance for the installations and improving undertakings while complying with regulatory constant quality consumption and reduce the number of invoices also produces a range of water bottles the economic and ecological performances requirements in performing its missions. it prints, Eau de Paris introduced a new range usually distributed to school children to help of the equipment and system yield. After the triple QES qualifi cation received in in all spheres of its business of free services in January 2010 called Novéo. them acquire an ordinary yet vital daily refl ex: Ensuring the public company’s business 2009 by AFNOR Certifi cation (French Standards A subscription to Novéo provides 24-hour drinking tap water. and fi nancial performance. Association) for the production and transportation access to the Eau de Paris online agency Strengthening the company’s social responsi- of drinking water (ISO 9001 in 2008, ISO 14001 www.eaudeparis.fr. In addition to conventional bility by reinforcing relations with all the partners in 2004, OHSAS 18001 in 2007), Eau de Paris account management, subscribers benefi t and stakeholders by optimizing the employees’ obtained the extension of this triple certifi cation from a number of useful tools like e-mail alerts and partners’ working conditions and by for its businesses related to distribution and if excessive water consumption is detected preventing the risk of near-incidents and customer relation in December 2012. or leakage is suspected. accidents. 22 - transparency - closeness - quality - responsibility

assertion All our efforts are to ensure quality water to users

500,000 EUROS That is the amount donated 140 to the Housing Solidarity Fund (FSL) That is the number of farmers in 2011 and 2012 to provide water to working with Eau de Paris the deprived population of Paris

Virginie Vallet, assistant at the eau de paris research and analysis laboratory Responsibility Virginie Vallet Water, tightly and her colleagues analyze 50,000 samples Eau de Paris is constantly committed, all on fronts. It is responsible socially, controlled a year at the Eau de Paris laboratories in Ivry-sur-Seine sustenance environmentally, territorially, economically and on a societal level. (dept. 94). Objectives: detecting the slightest alteration, Eau de Paris complies with the drinkability ensuring the treatment process’s smooth operation and criteria defi ned by the French public health code within the framework of European stan- guaranteeing water of irreproachable quality to its users. Parisian tap water is dards which are the highest sanitation quality standards in the world. This is why This job is facilitated by the reorganization on a single site. 300 times cheaper we can say that water is the most tightly 300 than bottled water controlled sustenance in France. For the water consumed in the capital, this monitoring Every day at the Eau de the quality departments from to open their water valves. is conducted by the Eau de Paris laboratory Paris research and analysis the surface water treatment Grouping all of the laboratory in Ivry-sur-Seine which combines two laboratories we receive and plants in Joinville and Orly, teams at Ivry-sur-Seine activities: analyzing water quality and R&D. record over 200 samples as well as by the underground instead having them dispersed Ivry also performs analyses for its external which we divide among our water teams and the ones across the diff erent sites, and clients like hospitals, schools, swimming diff erent chemical, organic from hospitals, schools, sharing the same monitoring pools, and various municipal facilities. chemistry, bacteriology and public pools or other public tool – the LIMS (Laboratory In addition to this in-house monitoring, corrosion departments. These facilities. Lastly, we analyze Information Management an independent laboratory certifi ed by the samples come from a variety samples before opening or System, a laboratory French Ministry of Health also performs of sources. First there is the reopening the water mains in management application), sanitation control analyses on the distributed water taken by the laboratory Parisian buildings, sub- helps us save time and water at the request of the Ile-de-France teams from the distribution sequent increase our effi ciency. The regional healthcare agency. system and from the Eau to construction work, for users are the fi rst to benefi t de Paris reservoirs in the city example. Once their internal from this since we can work and nearby suburbs. We also system is disinfected, owners better and faster.» analyze the samples taken by must wait for our green light 24 - transparency - closeness - quality - responsibility eau de paris - water in paris, a public service - 25

social responsibility social responsibility Adaptability, equality, diversity: Water for everyone a modern corporate vision

Eau de Paris anticipates the changes in society by working for Two basic principles equality among men and women and encouraging diversity across guide the Eau de Paris its staff. In fact, it received a business equality label in 2005 and actions: water, a common one for diversity in 2009. The company also contributes to national resource for all humanity, undertakings on these topics. is a rare resource that cannot be considered as a commercial PIMMS, water About 943 information employees commodity; its management points 22.4% are employees and must be optimized blue collar workers, in the interest of the Eau de Paris has been a 51.2% are supervisors and founding member of the 26.4% are managers common good, especially information and multi-service mediation points the less fortunate. (PIMMS)Visuel since PIMMS 2003. These Percentage centers were opened at the of female employees initiative of the City of Paris to develop awareness and 32 % information actions among Financially supporting deprived populations. Average age The company is associated depressed households with fi ve of them (in the 43.92 ans But the company does not stop there. Each year, 12 th, 15th, 18th, 19th and 20th years old it contributes to the housing solidarity fund with arrondissements). a budget that is three times that of the former The people who run these one. Since curative aid is only a partial and a late PIMMS are trained to Sustainable response to the diffi culties encountered by the provide support to the fami- employment most vulnerable families, the Paris municipality lies in terms of their tap and its operator have also developed a preven- water use. They inform 97.6 % tive program by creating a «solidarity» water citizens on its quality and allocation to supplement housing aid from encourage them to save the city and department. Disabled fi ghting all forms of discrimination, Eau de Paris water and perform employees Promoting sustainable applies a job diversity and equality policy whose On the premise that the cheapest water is Organizing the right to everyday hygiene. 3.88 % employment, inter- aim is to rank it among the best performing the water that is not consumed, Eau de Paris water: from theory to reality professional synergies establishments in terms of human resources. develops partnerships with subsidizing agencies New regulations for Paris’ public water service and equality to improve tenants’ control of their consumption, affi rm the principle of the basic human right 38.6% in particular by installing water savers on to water. That is why the municipality and its The human resource challenge for Eau de Paris Percentage Including the disabled Parisian faucets. The company co-signed the management company refuse to cut off water was adapting its teams and professions to of Female Disabled workers and their inclusion in the charter drafted by the City of Paris. to any occupied housing, even if illegally the new water issues. We also strive to be a company are a big part of this policy. Concretely, occupied housing, until so ordered by Court managers technically, socially and ecologically advanced this means that we develop measures to recruit decision. For social and sanitation reasons, company by off ering sustainable employment Supplying drinking water disabled or socially reintegrating employees or water supply for everyone must be a full and perspectives and creating desire for working to the homeless to hire young disabled workers in apprenticeships unalienable right. on its project. The fact is that the men and women Eau de Paris helps the homeless by providing Eau de Paris strives and skills learning programs. We have also municipal teams and associations with barrels who form the company practice their professions decided to buy only from appropriate businesses to be a technically, in a true spirit of public service. There is very of drinking water to distribute during their (EA) or work-assistance services and establish- rounds. In the same perspective, it maintains socially and fertile sharing of ideas and know-how between ments (ESAT) that employ that disabled. the diff erent jobs which has led to a number some fi fteen fountains that operate year-round, ecologically of innovations. including during freezes, and provides social services with maps of the drinking-water points advanced company With a concern for promoting diversity and across the city. 26 - transparency - closeness - quality - responsibility eau de paris - water in paris, a public service - 27

environmental and territorial solidarity assertion Prevention and solidarity Protecting the springs means as our guides 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 Territorial to make long-term Parisian and local supply safe solidarity without requiring treatment. Designing and with a history implementing action programs spanning all of the resources by prioritizing them by degree The principles behind Paris of deterioration and their sanitation and drinking water supply are environmental issues (priority captures from closely linked to its history the Grenelle de l’Environnement agreement and and its public health and the water management and installation plan). sanitation imperatives. 3. Strengthening relations with local water Most of the story took entities, developing solidarity and contributing place in the 19th century. to local development. That is when Prefect Haussmann and Engineer 4. Conducting numerous research and Belgrand equipped the innovation actions applied to the protection French capital with an of resources. In this perspective, Eau de Paris impressive water supply conducts long-term consultation actions with infrastructure (aqueducts, the agricultural sector. It continues to monitor sewage systems, etc.) the impact of pollution on water resources with which are still in operation Hervé Guelou, spring manager the diff erent local establishments. The company today. During work to for the Seine-et-Marne The company’s policy for durable protection acquires and exchanges land to reinforce the deviate underground water of water resources takes its dual capture origins protection and safety of its capture sites. It also to the capital during the – underground and river water – into account. supports farmers and producers who wish second half of the 19th Hervé Guelou is to water what the forest ranger is to trees; It is built on four strategic poles: to develop and improve their environmentally- century, water rights were Eau de Paris has a supply friendly practices, especially through converting granted to the communes a kind of guardian of the springs who monitors their capture land of about 1. Maintaining the diversity of a drinkable water to organic farming. where Parisian water was perimeters, watches over the water capture points and 184,000 supply for Paris while limiting the pressure from captured. Over the years, water removal on the territories. Eau de Paris is also heavily involved in protecting some of the communes preserves their environments to protect the resource. His hectares the water from the Seine and its tributaries. have abandoned these For instance, it helped develop an upstream rights but others continue role is fundamental for guaranteeing quality tap water basin contract for the Seine and actively to operate today. participates in major actions like PhyteauxCité in the future and deserves to be better known. Tailored and PREri. These programs include both 140 farmers production municipalities and water producers. Their aim Every six months deteriorate the quality of the trees, the underbrush is work with Eau de Paris to signiﬁ cantly is to identify sources of pollution, sensitize reduce the quantities of nitrates in March and September, my water like dumping. My team teeming with rare species, and and pesticides used, including 22 who are To preserve the environment and out of the diff erent stakeholders to the risks involved teams and I travel all over also maintains the 150 insects nest in the dead wood. now organic farmers solidarity with the territories, Eau de Paris and promote environmentally-friendly practices. the supply basins for the fi ve hectares of enclosed land It is not always easy to make adapts its production to the reality in the springs under my responsibility, protecting the springs. These this change in our practices fi eld. During periods of drought, the or over 640km² in all. areas were formerly maintained understandable to local company reduces its capture volumes Our objective is to monitor like parks or gardens with authorities, neighbors, 102 without waiting for offi cial restriction orders, the condition and environment much of the site being mowed. or farmers who sometimes protected to enable natural emergences to reach the of the points identifi ed as Visually speaking it was clean perceive the grounds as

river. Returning these quantities to the «sensitive» for the protection and regular but part of the neglected. That is why it is capture points, natural environment helps support local 8 of which are priority under of underground water sources. plant and wildlife had deserted important for us to communi- the Grenelle de business and satisfy local needs while For instance, these can be it. Today, maintaining these cate to these local stakehol- l’Environnement agreement preserving plant and wildlife. points vulnerable to infi ltration areas helps us recreate a ders in order to explain our to the water table like diversity of natural habitats. approach.» temporary rivers or sinkholes The green grasshoppers have or any activity that could returned, ivy runs up the 28 - transparency - closeness - quality - responsibility

economic responsibility Rigorous management for fair pricing and sustainable service

Business-wise, Eau de Paris faces a dual challenge: consistently guaranteeing the ﬁ nest 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 fi nest 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-fi ve years of outsourcing. The fi rst measure was to stabilize its price in current euros at January 1, 2010 until 2014 when the fi rst 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 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 fi rst program for 380 million euros in construction Decreasing consumption work for the 2012-2016 period. With high Editorial committee: Like many urban metropolises, Paris has seen self-fi nancing capability and very low debt, Mathieu Souquière, its water consumption decrease by nearly 30% the public water service is able to guarantee Elisabeth Thiéblemont, in the last twenty-fi ve years. This good news extremely proactive maintenance of its industrial Armelle Bernard, Amandine for water conservation can be explained by assets and systems to transmit a constantly Mathis, Karine Julié. changes in the Parisian business fabric (service modernized technical heritage to future Design and copywriting: industries require less water), the eff orts generations along with the assurance of quality Pixelis from the business community to reduce its water. Printer: France Repro consumption and also the eff orts from private citizens to better control their domestic usage. Printed on recycled This consumption decrease continues at an ave- paper according rage rate of 2% per year. to the PEFC standard This trend requires extremely rigorous manage- Publication date : 03/2012 ment to meet the technical and economic challenges of the future. 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.