Annual Report Canal de Isabel II Gestión Business Group

Transcription

2012
Annual Report
Canal de Isabel II Gestión
Business Group
The Canal Gestión Group in 2012: main achievements
24 January
Expansion works on the Valmayor Drinking Water Treatment Plant (DWTP)
in the municipality of Colmenarejo officially open, which will enable
treated water capacity to be doubled to 12 cubic metres per second.
27 January
Hispanagua obtains certification for its occupational health and safety
systems under OSHSAS 18001 standards.
2 February
7 February
18 March
23 March
The exhibition entitled Picasso. El eterno femenino [Picasso. The Eternal
Woman] is opened by the Canal Foundation. The exhibition comprises sixty-six
original etchings that were produced by the artist between 1927 and 1964
with a focus on the female form – one of the iconic themes in Picasso’s work.
Recaudos y Tributos (R&T) changes its corporate purpose to include
the activities of construction, civil works in supply and basic sanitation
and consultancy. Over the course of 2012, the company has begun to
undertake projects in these areas.
The 33rd Water Race is held, donating a part of the registration fees
collected to Manos Unidas. This race forms part of the activities
organised to celebrate World Water Day (22 March).
AAA Dominicana is awarded the tender worth in excess of 11 million
euros to carry out the commercial management of the drinking
water supply and sewerage service provided by the Corporación de
Acueductos y Alcantarillado [Water and Sewer Corporation] in the
province of La Vega.
17 April
Canal Voluntarios [Canal Volunteers] publishes the names of the seven
beneficiaries from the Applications for Aid to Supply and Sanitation
Development Projects in 2012. The projects will be developed in
Tanzania, Kenya, Ethiopia, Honduras, Costa Rica and two in Guatemala.
24 April
Within the framework of Expogestión Caribe 2012, Triple A Barranquilla
launches its selective collection and recycling programme entitled
Verdeazul.
3 May
15 May
25 May
Together with another 14 companies, Canal de Isabel II takes part in
the 4th Inter-company Tournament to Combat Hunger organised by
Acción Contra el Hambre at the Canal sports facilities on Avenida Islas
Filipinas.
5 June
The Fundación Canal holds the 7th Water for Development Forum,
focused on climate change and water resources.
15 June
The National Sustainable Development Council of Panama awards the
contract for the design and construction of the sewerage system in La
Pintada (province of Coclé) to Inassa, worth 3.1 million euros.
21 June
Canal Deporte 2011 comes to an end, with more than 1,200 people
having taken part (including approximately 700 employees from Canal
de Isabel II and other companies in the Canal Gestión Group in Spain).
29 June
Metroagua receives the Reconocimiento 2012 award from the National
Association of Public Utility and Communications Companies (ANDESCO)
for its 15 years of work managing the water supply and sewerage
system in Santa Marta (Colombia).
30 June
The Club Deportivo Canal [Canal Sports Club] holds the 4th Canal de
Isabel II Freshwater 2.4 mR and Access 303 Adapted Sailing Cup at the
El Atazar reservoir in collaboration with Fundación También, Fundación
Barclays, Federación Madrileña de Vela and Club Nortesport.
1 July
Canal de Isabel II Gestión begins operating. Incorporation of this new
company had been previously authorised by the Board of Directors of
Canal de Isabel II on 6 June and by the Regional Government of Madrid
under an agreement dated 14 June 2012.
6 July
The Chairman of Canal Gestión visits the new Main Control Centre in
Majadahonda, which has a capacity to analyse 10,000 data per minute
and enables real-time awareness of the supply and treatment status,
water quality and the situation at groundwater collection points.
20 July
Amagua concludes the expansion and improvement works at the
Los Arcos waste water treatment plant (WWTP) in Samborondón. The
renovated plant has triple its previous capacity and can now handle up
to 2,400 cubic metres per day.
The exhibition entitled Da Vinci: el genio [Da Vinci: the genius] at the
Centro de Exposiciones Arte Canal closes, after receiving more than
271,000 visitors since December 2011.
The branch of Inassa in Ecuador begins to operate. Over the course of
2012, the authorities of Ecuador awarded 4 projects to Inassa Ecuador
worth a total of 14.19 million euros.
2012 Annual Report · Canal de Isabel II Gestión Business Group
The Canal Gestión Group in 2012: main achievements • 2
25 July
Canal Gestión opens the new Arroyo de Quiñones DWTP in San Sebastián
de los Reyes. The new plant has a capacity to treat 45,700 cubic metres of
waste water per day and required an investment of 12.5 million euros.
11 August
The canoeist from the Club Deportivo Canal, Saúl Craviotto, wins a silver
medal in the K1200 event at the 2012 London Olympic Games.
30 September
The digital mobile telephony network (trunking) managed by Canal de
Comunicaciones Unidas (CCU) exceeds 80 stations and 4,300 handsets
in operation. This network provides service to the Canal Gestión Group
and to the emergency services in the Autonomous Region of Madrid.
27 October
The 32nd Reina Sofia Canoeing Cup is held at El Retiro boating lake
in Madrid. Canal de Isabel II Gestión and the Club Deportivo Canal
collaborated on organising the event.
1 November
Triple A Barranquilla receives the 2012 Britcham Lazos Royal Corporate
Social Responsibility (CSR) Award from the Colombo-British Chamber of
Commerce.
5 November
Amagua begins the citizen participation process on the ex post studies
for obtaining the environmental licences for 51 WWTP. The company
set up two information points where the projects were explained to the
public over the course of almost one month.
14 November
Metroagua presents the 2012-2015 Santa Marta Water and Sewerage
Service Comprehensive Overhaul Plan. The plan combines the
development plans for the city established by the district mayor’s office
and the Strategic Plan of Metroagua.
15 November
The landfill biogas extraction and flare system built by Triple A
Barranquilla in the Los Pocitos Environment Park begins to operate.
This project was undertaken under the Clean Development Mechanism
defined by the Kyoto Protocol as a contribution to the reduction of
greenhouse gas emissions.
15 November
Salvador Victoria Bolívar, Regional Minister for the Presidency, Justice
and Spokesperson of the Regional Government of Madrid, is appointed
the new Chairman of the Public Entity Canal de Isabel II. He replaces
the former Chairman, Mr Ignacio González, who was recently made
President of the Regional Government of Madrid.
29 November
Canal de Isabel II Gestión receives the 3rd Fundación Corresponsables
Award in recognition of the work done by Canal Voluntarios [Canal
Volunteers] as the best initiative in the Administration Services and
Public Entities category.
6 December
The exhibition entitled Pompeya, catástrofe bajo el Vesubio is opened
to the public in the Centro de Exposiciones, consisting of more than 600
items from museums in Italy, Germany and Spain to show visitors to
the Sala de Exposiciones Arte Canal what life was like for the people of
Pompeii before Mount Vesuvius erupted in 79 AD.
31 December
Hidráulica Santillana closes the year having generated 46.9 million
kilowatt-hours, in spite of the low provisions recorded in 2012.
The Canal Gestión Group in 2012: main achievements • 3
Index
The Canal Gestión Group in 2012: main achievements
2
Index
4
Presentation
5
1. The Social and Corporate Challenge of Water Management
1.1. Profile of the Canal Gestión Business Group
3.3. Committed to innovation and technological development
93
3.4. Looking after relations with our customers
100
3.5. Managing the impact we have on the environment
119
3.6. Getting involved in the communities where we operate
147
3.7. Collaborating with our suppliers
159
6
7
4. Sound governance structure
163
1.2. Our core business: management of the integrated water cycle
20
4.1. Our shareholders
164
1.3. Risks and future opportunities for our companies
28
4.2. Governing bodies of the companies in the group
167
1.4. Our stakeholders and their expectations
32
4.3. Organisation of our companies 169
1.5. Participation in sectoral associations
34
4.4. CSR structure at our companies 171
4.5. Corporate risk management and internal control in Spain
171
4.6. Good governance practices 173
4.7. External examination of our performance
173
2. Canal Gestión Group: geared towards tackling the water management challenge
2.1. Mission and creation of value
36
37
2.2. Key lines of action, targets and commitments of the Group and its companies 37
2.3. Our activity in terms of efficient resource management
41
2.4. Results: what did we achieve in 2012?
53
3. our assets for success
175
Glossary of certain terms used in the document 185
69
3.1. Caring for our professionals
70
3.2. Investing in Infrastructure
89
ANNEXES
Contents • 4
Presentation
2012 was an important year in the history of one of the largest water companies in Spain, Canal
de Isabel II. The year marked the start of a new period in integrated water cycle management in
the Autonomous Region of Madrid and was characterised by the Regional Government’s desire
to continue providing the people of Madrid with some of the best water in the world. To do so
and in compliance with Law 3/2008 on fiscal and administrative measures in the Autonomous
Region of Madrid, the public limited company Canal de Isabel II Gestión was set up on 1 July.
This company is now the provider of supply and sewerage services in the Autonomous Region
of Madrid (Spain) and leads the Canal de Isabel II Gestión Business Group in Spain and Latin
America. This new water management model comprises a public regulator (Canal de Isabel II)
and a public limited company acting as operator (Canal de Isabel II Gestión).
Internationally, the companies forming part of the Canal Gestión Group in Latin America have
maintained their growth in terms of both activity and revenue, in line with the current economic
growth being experienced in the countries where we operate. In 2012, we obtained six
important contracts in Ecuador and Panama.
Furthermore, in accordance with our commitment to return part of what we receive to
society, we have continued our dedication to leisure, cultural and sporting activities, along
with charitable projects for the benefit of the underprivileged. We have also made significant
contributions in this area to achieving the Millennium Development Goals related to water and
sanitation, with such initiatives as Canal Voluntarios in Spain, the Triple A Foundation and the
Metroagua Foundation in Colombia. Their actions have been recognised with important awards
in terms of Corporate Social Responsibility over the course of 2012.
Our main challenge for the years ahead will be to consolidate and strengthen one of the best
water resource and environmental management models in the world: the model used by Canal
de Isabel II Gestión and the Canal de Isabel II Gestión Business Group.
Salvador Victoria Bolívar
Regional Minister for the Presidency, Justice and Spokesperson of the Regional Government
of Madrid
Chairman of Canal de Isabel II Gestión
Introduction • 5
Chapter 1
The Social and Corporate
Challenge of Water
Management
1.1. Profile of the Canal Gestión Business Group
The Public Entity Canal de Isabel II, founded in 1851, has been the public business entity
belonging to the Autonomous Region of Madrid with responsibility for management of the
integrated water cycle since 1984.
The company handles management of the integrated water cycle throughout the region,
in other words all processes focusing on appropriate administration of water resources and
environmental protection. These processes, so necessary for the development and maintenance
of the quality of life of Madrid's citizens, involve the collection, treatment and supervision of
the quality of water, transportation, distribution, waste water treatment and regeneration for
subsequent re-use.
1.1.1. Origin and activities of the Group
The experience built up over more than a century and a half running Canal de Isabel II
allows us to contribute added value in activities connected with the water sector and in
geographical regions beyond Madrid's boundaries.
As a result, in the 1960s Canal de Isabel II gradually incorporated twenty-six investee
companies which, together with the Public Entity Canal de Isabel II itself, constitute the Canal
de Isabel II Gestión Business Group. The companies which make up the group are engaged
in three types of operations:
• Colombia and in the Republic of Ecuador.
• Integrated cycle management support services, such as plant operation, works and
installation of connections and meters, supply procurement, commercial supply
and sanitation management, management of call centres and collection of rates
and taxes. In order to pursue these activities, the Canal Gestión Group has in place
companies in Spain, Colombia, Panama, the Dominican Republic and, since 2012, in
Ecuador.
• Other synergistic activities connected with integrated cycle management, such as the
generation of hydro-electric power, telecommunications and information technologies,
sectoral consultancy and advice, waste management and urban cleaning. These
activities are undertaken by Group companies located in Spain and Colombia.
Through this whole set of activities, the Canal de Isabel II Gestión Business Group serves
more than 9.15 million inhabitants (6.51 million in Spain and 2.64 million in Latin America)
and employs nearly 4,292 people.
The following sections present a brief description of the activities undertaken by
Group companies and the main figures on their operations by the close of the 2012
financial year.
1. The Social and Corporate Challenge of Water Management • 7
Geographical location of the Group's companies
D o m ini c an r e p u b l i c
Services supporting integrated water
cycle management
AAA Dominicana
pana m A
Information technologies
and consultancy
Inassa Panamá
Co l o m bia
Integrated water cycle management
Triple A Barranquilla
Metroagua
cycle management
Recaudos y Tributos
Gestión Integral de Suministros
Information technologies
and consultancy
S PA I N
Ente público Canal de Isabel II
Aguas de Alcalá UTE Services supporting integrated water
cycle management
Hispanagua
GSS Venture
Telecommunications and information
technologies
Canal de Comunicaciones Unidas
Electricity generation
Hidráulica Santillana
Other activities
Canal Extensia
Inassa
Urban Cleaning
and Urban Waste
E c u ador
Amagua
cycle management
Inassa Ecuador
1.1.2. Group companies: integrated water cycle management
In order to provide this type of service the Group has in place five companies located in
Spain (2), Colombia (2) and Ecuador (1).
By the end of 2012, the five companies were supplying 9.15 million inhabitants in three
countries: 6.51 million in Spain: (71.13%), 2.51 million in Colombia (27.83%) and 0.13
million in Ecuador (1.03%). This represents total coverage of the population living in the
areas where the companies operate amounting to 99.09% (97.02% in Latin America, and
99.96% in Spain).
During the 2012 financial year, the companies supplied this population by handling
a total of 805.7 million cubic metres of water (544.97 in Spain and 248.63 in Latin
America) and 21,716 kilometres of networks. These and other figures are set out below:
Canal de Isabel II Gestión (Autonomous Region of Madrid, Spain)
Supply
SPAIN
Colombia
Ecuador
total
Water collected for consumption (millions of cubic metres)
545.00
248.6
12.10
805.70
Kilometres of network (collection and distribution)
17,559
3,896
261
21,716
14
6
-
20
4.57
0.82
-
5.39
Number of DWTPs
Treatment capacity (millions of cubic metres per day)
Sanitation
SPAIN
Kilometres of drainage networks managed
Number of WWTPs managed
Rated treatment capacity (millions of equivalent inhabitants)
Water treated at WWTPs (millions of cubic metres)
Colombia
Ecuador
12,169
2,879
250
15,298
154
7
64
225
17.10
4.56
0.10
21.76
486.20
32.80
6.10
525.10
Colombia
Ecuador
total
23
-
7
30
Kilometres of reclaimed water network managed
256
-
15
271
Volume of reclaimed water in (millions of cubic metres)
9.77
-
2.60
12.37
Customers and population served
SPAIN
Colombia
Ecuador
total
Number of contracts (millions)
1.43
0.50
0.03
1.95
Population supplied (millions of inhabitants)
6.51
2.51
0.13
9.15
99.96
96.87
100.00
99.09
Municipalities provided with supply
185
14
2
201
Population provided with drain management service (millions of
inhabitants)
5.72
2.06
0.10
7.88
87.75
79.63
74.09
85.28
Municipalities with drain management
134
8
2
144
Population provided with waste water treatment service (millions
of inhabitants)
6.50
0.43
0.10
7.03
99.74
16.78
74.09
76.13
178
6
2
186
Drain management coverage (% inhabitants )
Waste water treatment coverage (% inhabitants )
Municipalities provided with treatment management
Supply
Number of reservoirs
14
Reservoir capacity (millions of cubic metres)
945.90
Water channelled for consumption in reservoirs and wells in 2012 (millions of cubic metres)
524.89
Number of groundwater wells in operational condition
SPAIN
Supply coverage (% inhabitants)
The company serves 179 municipalities in the Autonomous Region of Madrid (Spain) and eight
small bordering municipalities located in the autonomous regions of Castile-La Mancha and
Castile-Leon. The main technical figures for the company at 31 December 2012 were as follows:
total
Re-use
Number of re-use plants built
Canal de Isabel II Gestión, S.A. is the lead company of the Canal Gestión Business Group and
provides all services connected with the integrated water cycle: supply, sanitation and re-use
of waste water. The company is 82.4% owned by the Public Entity Canal de Isabel II and 17.6%
owned by the local councils of 111 municipalities in the Autonomous Region of Madrid.
77
Kilometres of network (collection and distribution)
17,087
Number of DWTPs
13
4.57
Number of major regulation tanks
24
Major storage tank capacity (millions of cubic metres)
2.70
Number of minor tanks
280
24
Number of major pumping stations
Sanitation
Kilometres of municipal drainage networks managed by Canal de Isabel II Gestión
Kilometres of major collector and emissary network
Number of laminators and storm tanks managed
11,148
751
64
Capacity of storm tanks managed (millions of cubic metres)
1.46
Number of WWPSs managed
125
154
Water processed at WWTPs in 2012
17.10
486.20
Re-use
Supply
Number of re-use plants built by Canal Gestión up to 2012
23
255.70
Volume of reclaimed water in 2012 (millions of cubic metres)
9.77
Municipalities with re-use agreements with Canal de Isabel II Gestión in 2012
47
Golf courses with re-use agreements with Canal de Isabel II Gestión in 2012
16
4
Industries and other entities with re-use agreements with Canal de Isabel II Gestión in 2012
1.38
Population supplied (millions of inhabitants)
6.31
99.95
Municipalities supplied by Canal Gestión in Madrid and other autonomous regions
184
Population provided with drain management service in the Autonomous Region of Madrid
(millions of inhabitants)
5.51
Drain management coverage (% of total population in the Autonomous Region of Madrid)
Kilometres of network (transport and distribution)
20.07
472
Number of DWTPs
1
0.07
Number of minor tanks
9
0.07
Storage tank capacity (millions of cubic metres)
Sanitation*
Number of contracts (millions)
Supply coverage (%of all inhabitants in the Autonomous Region of Madrid and eight municipalities
in other autonomous regions)
Water channelled for consumption from reservoirs. Wells and/or collection sources that supply Alcalá
(millions of cubic metres)
87.40
Municipalities with drain management
133
Population provided with waste water treatment service (millions of inhabitants)
6.50
Waste water treatment coverage (% of total population of the Autonomous Region of Madrid)
100
Municipalities provided with treatment management in the Autonomous Region of Madrid
178
Kilometres of municipal drainage networks managed
270
Number of supply contracts with customers
49,790
Population supplied (inhabitants)
203,924
Supply coverage (% of inhabitants in total area supplied)
100
Number of municipalities supplied
1
Population provided with drain management service
203,924
Drain management coverage (% of inhabitants in total area supplied)
100
1
Number of municipalities with drain management
* Waste water treatment in Alcalá de Henares is carried out by Canal de Isabel II Gestión.
Further information can be found on the Canal Gestión website at: http://www.canalgestion.es
Further information on Aguas de Alcalá can be found at:
http://www.aguasdealcala.es/principal/index.asp
Aguas de Alcalá UTE (Alcalá de Henares, Autonomous Region of Madrid, Spain)
Triple A (Barranquilla and Atlántico Department, Republic of Colombia)
Aguas de Alcalá UTE is a joint venture holding the concession up until the year 2030 to provide
treatment and drinking water distribution and municipal drainage management services in the
city of Alcalá de Henares (Madrid, Spain).
Since 1993, the company Sociedad de Acueducto, Alcantarillado y Aseo S.A. E.S.P. - Triple A has
been providing all services connected with the integrated water cycle (supply and sanitation) in
the city of Barranquilla, the fourth-largest city in Colombia, along with a further 13 municipalities
in Colombia's Atlántico Department. The company celebrated its twentieth anniversary in
2012. Among its main achievements since 1993 can be highlighted the spectacular expansion
of coverage of its services and ensuring that all the municipalities served now enjoy a 24-hour
service. The company also provides sanitation services (solid urban waste management and
urban cleaning) in Barranquilla and a further four municipalities in the area.
The Canal de Isabel II Gestión Business Group holds a 37.5% stake in the Alcalá JV. The other
companies involved in the JV are Aqualia Gestión Integral del Agua S.A (37.5%) and VALORIZA
AGUA (25%). In 2012, the Alcalá JV served the city's 203,924 inhabitants, with its main technical
figures being as follows:
The company supplies a total of 2,077,604 inhabitants. Canal Gestión holds 67.91% of the stock,
the District of Barranquilla holds 14.5% and the remaining stock belongs to small shareholders.
Triple A is one of Colombia's leading public utilities in terms of the number of certified processes
in its production, commercial management and planning areas.
The main technical figures in terms of Triple A Barranquilla's integrated cycle management for
2012 are as follows:
412,533
Population supplied
2,077,604
99.00
Supply
Number of water collection points managed
4
210.24
Water channelled for consumption from reservoirs. Wells and/or collection sources (millions of cubic metres)
210.60
Population provided with waste water treatment service
Number of DWTPs
3,030
12
1,697,054
Capacity of water collection points managed (billions of cubic metres)*
13
85.00
7
434,176
Waste water treatment coverage (% of inhabitants in total area supplied)
25.58
6
0.72
Further information on Triple A Barranquilla can be found at:
http://www.aaa.com.co/
* Value of inflow from the Magdalena estuary during 2012.
Sanitation
Kilometres of major collector and outlet network
1,888.21
225.54
7
2.06
32.82
Metroagua (Santa Marta, Magdalena Department, Republic of Colombia)
Metroagua S.A. E.S.P. is the company responsible for supply and drainage management in
the district of Santa Marta, in Colombia. The company, set up in 1989, has the legal status
of a private sector public utility enterprise. The Canal de Isabel II Gestión Business Group
holds a 29.13% stake in the company. The remaining stock is held by the Santa Marta District
Government itself, other local companies and individual small shareholders.
Furthermore, the company offers supply and sanitation project management and design
services, the preparation of terms & conditions and the technical, administrative and financial
supervision of works projects. In 2012, the company supplied a population of 428,852
inhabitants, with its main technical figures being as follows:
Supply
Number of water collection points managed
3
Capacity of water collection points managed (millions of cubic metres per day)
Water channelled for consumption in 2012 at wells and collection sources (millions of cubic metres)
Number of operating groundwater wells managed
Number of DWTPs
0.13
38.03
20
865.80
2
0.10
Major storage tank capacity (millions of cubic metres)
0.02
Sanitation
Nominal capacity of submarine outlet discharge (cubic metres/sec.)
683
82
2.50
Population supplied
85,842
In 2012, Amagua supplied the 132,315 inhabitants of the two municipalities, its main technical
figures at the close of the financial year being as follows:
428,852
87.73
drinking water distribution services, drain management, waste water treatment and reclaimed
waste water re-use in the Cantón Samborondón urban development zone and the parishes of
La Puntilla and La Aurora in the Samborondón and Daule districts, all of which are municipalities
located in the immediate vicinity of Guayaquil, Ecuador. The Municipality of Samborondón holds
a 30% stake in the company.
1
363,172
74.30
1
Supply
Water at height purchased from the Guayaquil supply company (millions of cubic metres)
12.06
261.45
4
Number of minor tanks managed
Sanitation
185
65
64
0.10
6.07
Re-use
Number of re-use plants managed
7
4
Volume of reclaimed water (millions of cubic metres)
2.60
26,463
Population supplied (inhabitants)
Since 2000, Metroagua has been managing the first submarine waste water outlet built in
Colombia.
132,315
100
Further information on the activities carried on by the company can be found at: http://www.
metroagua.com.co
2
98,035
Amagua (Samborondón/Daule, province of Guayas, Republic of Ecuador)
The Canal de Isabel II Gestión Business Group is the main shareholder (57%) in Aguas de
Samborondón Amagua Compañía de Economía Mixta, the purpose of which is the provision of
2
Population provided with waste water treatment service
98,035
Waste water treatment coverage (% of inhabitants in total area supplied)
74.09
74.09
2
undertakes practically all its corporate activities for Canal de Isabel II Gestión. These activities
are connected with:
• Management of water treatment handled by Canal de Isabel II Gestión (pumping,
treatment, regeneration and processing).
• Execution of all works required to handle the commercial relationship between Canal de
Isabel II Gestión and its customers (inspections, connections, meters, etc.).
• Technical support on Canal de Isabel II Gestión works and projects.
• Maintenance of Canal de Isabel II Gestión's distribution and sanitation networks.
• Execution of works for Canal de Isabel II Gestión.
• Support for Canal de Isabel II Gestión's management processes in the distribution of
water to outlying population centres in the region by means of tankers.
The main technical figures for Hispanagua at the close of the 2012 financial year were as follows:
Further information on the activities carried on by Amagua – Aguas de Samborondón can be
found at: http://www.amagua.com
1.1.3. Group companies: water management support services
This section brings together Group companies performing activities connected with
integrated water cycle management, such as the operation of plants, works and installation
of connections and meters, supply procurement, commercial supply and sanitation
management, management of call centres and the collection of rates and taxes.
In order to pursue these activities, the Canal Gestión Group has companies in place in Spain,
Colombia and the Dominican Republic, as well as more recently in Ecuador (2012) and
Panama (2011) through the subsidiaries of the company Inassa in the two countries.
Supply
Number of actions per year on general conduits on the distribution network
543
Number of actions per year on inlets on the distribution network
932
Number of actions per year on meters on the distribution network
3,115
Number of inspections per year on the distribution network
7,831
Number of drinking water treatment plants managed
1
0.08
Daily treatment capacity (millions of cubic metres per day)
Sanitation
Number of actions on the drainage network
1,082
Kilometres of drainage networks inspected per year PERTIGA
454.47
Kilometres of drainage networks inspected per year CCTV
Hispanagua (Autonomous Region of Madrid, Spain)
Hispanagua, S.A. was set up in 1995 as a result of the partial spin-off of the company
Hidráulica Santillana. The company's essential purpose is the construction, maintenance and
operation of water management-related infrastructure.
One hundred percent of the company belongs to Canal de Isabel II Gestión, and under Spanish
public sector procurement legislation is classified as the Group's own resources. Hispanagua
36,657.76
Number of major network elements (wells, chambers, manholes, connections, etc.) inspected
34,118
Kilometres of municipal drainage networks maintained
416.66
Kilometres of large collectors and outlets maintained
99.22
Number of WWPSs operated
54
Number of WWTPs operated
43
0.23
10.33
Recaudos y Tributos (Republic of Colombia)
Re-use
Number of re-use plants operated
Volume of reclaimed water in the period
1
0.44
Population supplied through networks maintained (inhabitants)
Supply network coverage (% of Autonomous Region of Madrid population)
Number of municipalities with network supply maintenance
Population provided with drain maintenance service
Drain management coverage (% of Autonomous Region of Madrid population)
324,351
4.99
64
118,668
1.83
Number of municipalities with drain maintenance
48
Number of municipalities provided with treatment management
48
Works and investments
Number of works projects executed on the supply network
39
Amount of works executed on the supply network (euros)
Number of works projects executed on the sanitation network
Amount of works executed on the sanitation network (euros)
1,334,707.44
5
The company Recaudos y Tributos S.A. (R&T), incorporated in the year 2000, began operating
as a company mainly engaged in the provision of comprehensive professional tax collection
services for entities in the district of Santa Marta and the municipality of Villavicencio, in
Colombia. It also currently manages the portfolios of various companies forming part of the
Canal Gestión Group in Latin America. Canal Gestión holds 80.46% of the company's stock.
R&T provides its services by means of contracts for the comprehensive management of
collection and the customer portfolio, portfolio evaluation and classification, taxation and
commercial consultancy, database management, legal representation in debt negotiation,
preparation of the census roll, administration of assets and other aspects.
For companies providing public services in people’s homes, R&T is a strategic ally for the
commercial management of those services, in consultancy on and the modernisation of
taxation management, in the design and construction of public works, in the management of
out-of-court settlements and court settlements, in the updating and creation of databases and
logical supports, in contact human centre services, in document management and in courier
services. Some of the main technical figures for R&T at the close of the 2012 financial year
were as follows:
173,668.98
Payment collection process
Collection (millions of euros)
50.79
Number of bills issued
336,361
Number of users
156,294
Water supply metering and billing
Number of meters installed (including those re-established)
Number of meter readings performed
Number of billing inspections
33,508
4,485,694
503,434
Further detailed information on the activities carried on by Recaudos y Tributos can be found at:
http://www.recaudosytributos.com/wordpress/
AAA Dominicana (Dominican Republic)
AAA Dominicana S.A. began its operations in the Dominican Republic as a result of a contract for
the commercial management and installation of meters in the western part of the city of Santo
Domingo, signed with the Corporación de Acueducto y Alcantarillado de Santo Domingo (CAASD),
to serve a population of close on 1.5 million inhabitants. The Canal de Isabel II Gestión Business
Group holds a 52.81% stake in the company.
AAA Dominicana S.A. has achieved considerable growth through the expansion of its services
in commercial water service management activities and the collection of rates and taxes. The
main customers of the company are Corporación de Acueducto y Alcantarillado de la Romana
(COAAROM), the Local Council of Distrito Nacional, the Local Council of Santo Domingo Este and the
Local Council of Santiago de los Caballeros.
In 2003, the World Bank selected it as a model private company in the management of public
institutions. The main technical figures for AAA Dominicana at the close of the 2012 financial year
were as follows:
Commercial management
Collection of fees for water pipeline and drainage services (millions of euros)
Number of water pipeline and drainage service users
Collection of fees in the sanitation service (millions of euros)
14.46
205,512
7.87
Number of sanitation service users
142,436
Total number of users
347,948
Tax administration
Annual collection (millions of euros)
Number of taxpayers
2.34
49,056
Other ancillary water cycle management companies in which the Canal Gestión Group holds
a stake
system. GSS currently handles Canal de Isabel II Gestión's customer service call centre in
Spain.
In 2012, GSS was considered by IFAES (International Faculty for Executives) and AEERC
(Spanish Association of Customer Relations Experts) as the ‘Best Outsourcer 2012’ for its
Information Services programme for Canal de Isabel II Gestión and for its Customer Loyalty
and Retention programme for BBVA.
Gestión Integral de Suministros – GiS (Republic of Colombia)
Inassa Panamá
Aside from the companies described above, the Canal de Isabel II Gestión Business Group
also holds a stake in the company Gestión Integral de Suministros GIS LTDA. Incorporated in
1999, this company specialises in the marketing of goods and services connected with the
integrated water cycle.
Since 2011 and through the Colombian company Inassa, the Canal Gestión Group has
operated through a subsidiary in Panama providing commercial and technical management
consultancy and operation services to companies in the Public Utilities Sector.
GIS LTDA has successfully positioned itself on both the domestic and international market,
offering services which include materials procurement, operational outsourcing and
technical support. Canal Gestión owns 67.91% of GIS.
Inassa Panamá currently manages the portfolio of debtors of the Institute for National Water
Pipelines and Sewerage Networks in a good part of the Republic of Panama. Furthermore,
the company is responsible for meter readings and bill distribution for the same institution.
Further information on the company and its services can be found at:
http://www.gis.com.co/
Thanks to the experience acquired by the companies within the Canal Gestión Group, Inassa
Panamá advises its customers on the improvement of activities and processes for which they
are responsible, including a wide range of services covering both operational and technical
aspects of the integrated water cycle, such as commercial activity and customer services.
GSS Venture (Spain)
The Canal Gestión Group has a minority stake (25%) in Spain in the company GSS Venture,
S.L., the corporate purpose of which is the provision of telemarketing services and customer
service, undertaken by means of the telephone network or any other remote electronic
In 2012, the National Sustainable Development Council of Panama awarded a contract for
the Design and Construction of the Sewerage System in La Pintada (province of Coclé) to
Inassa Panamá, worth 3.1 million euros.
Inassa Ecuador
In 2012, Inassa opened a branch in Ecuador set up to run all the activities inherent to
the integrated water cycle in the country, such as infrastructure construction projects,
consultancy, technical assistance, design, project supervision management and
environmental consultancy.
Over the course of 2012, the authorities of Ecuador awarded four projects to Inassa
Ecuador worth a total of 14.2 million euros.
1.1.4. Other Group companies: synergistic integrated cycle activities
Aside from activities directly connected with integrated water cycle management or
activities to support management of the water cycle, the Canal de Isabel II Gestión
Business Group holds stakes in a further five companies engaged in synergistic
integrated cycle management activities, such as the generation of hydro-electric power,
telecommunications and information technologies, sectoral consultancy and advice
and waste management and urban cleaning. These activities are undertaken by Group
companies located in Spain and Colombia.
Electrical power output: Hidráulica Santillana (Spain)
Electrical power output: Canal de Isabel II Gestión (Spain)
Hidráulica Santillana S.A. (HS) is the result of the purchase made by Canal de Isabel II in 1965 of
the firm of the same name. The company was split in 1995, with those activities connected with
integrated cycle management being spun off (through the creation of Hispanagua) from energy
generation, which is now the main business of HS. The Canal de Isabel II Gestión Business Group
owns 100% of HS.
The business of HS is hydro-electric power generation by means of the operation of eight power
stations which exploit the heads of water at Canal de Isabel II's reservoirs in the region. Of these
eight power stations, seven are owned by Canal Gestión, and one by HS. The main technical
figures for HS at the close of 2012 were as follows:
Hydro-electric power output
Number of hydro-electric power stations managed by HS
8
Installed power at hydro-electric power stations (MW)
39.10
Total hydro-electric output in 2012 (millions of kWh)
46.93
Aside from activities directly connected with integrated water cycle management, Canal
de Isabel II Gestión is also one of the leading electrical power generation companies in the
Autonomous Region of Madrid.
Canal Gestión generates electrical power by taking advantage of synergistic processes
associated with sanitation and supply management, namely:
• Using biogas generated in waste water treatment processes.
• Through highly efficient co-generation in processes for the thermal drying of treatment
plant sludge at the Loeches WWTP sludge thermal drying and composting plant in
Madrid, Spain.
• Through two small production facilities: a 170-kilowatt power head of water located
at the output from the South WWTP in Madrid and a 100-kilowatt power micro turbine
installed on the Majadahonda supply network (Madrid).
The main technical figures on Canal Gestión as an electricity generator in 2012 are as follows:
Electrical power output
Number of WWTP biogas electricity generating plants
11
Installed power at WWTP biogas plants* (MW)
22.15
Electrical output using WWTP biogas* (MW)
79.37
Thermal WWTP sludge drying co-generation plants
1
Installed power at WWTP sludge co-generation plants (MW)
19.20
Electrical output through thermal WWTP sludge drying co-generation (millions of kWh)
57.73
Number of micro turbines on supply networks
1
Installed power in micro turbines on supply networks (MW)
0.10
Electricity output through micro turbines on supply networks
0.28
* Includes the South WWTP 170 kW head of water.
The overall installed power at the Canal Gestión Group companies (Canal de Isabel II Gestión
and Hidráulica Santillana) represents a total of 80.55 MW (the highest in the Autonomous
Region of Madrid). The Canal de Isabel II Gestión Business Group generated 184.32 million
kWh of power in 2012.
Telecommunications and information technologies: CCU (Spain)
Canal de Comunicaciones Unidas, S.A.U. (CCU) is a company one hundred percent owned by the
Canal de Isabel II Gestión Business Group which is engaged in the information technologies and
telecommunications sector. The activities undertaken by CCU include in particular:
Communications
Number of analogue mobile radio-telephony network stations (trunking)
32
• Integrated technical management of the TETRA digital trunking system in the
Autonomous Region of Madrid, including provision of the TETRA infrastructure
maintenance service and unified supervision of Canal de Isabel II Gestión's
telecommunications systems.
Number of analogue trunking terminals
1,371
Number of customers provided with communication services
138
• Public mobile communications operator using MPT1327 technologies
Number of GPS devices in the fleet management service
756
Number of digital mobile radio-telephony network stations (trunking)
Number of digital trunking terminals
4,377
Coverage of managed telecommunications systems
• Works management, consultancy and infrastructure maintenance in the field of Canal
de Isabel II Gestión's remote control processes and automation (maintenance of more
than 1,100 sites)
• Development of information and M2M systems in the field of telecommunications
services.
82
7,227
Tele-control
Number of tele-controlled installations
1,241
Number of remote controlled installations
53
Information systems
CCU's main customer is Canal de Isabel II Gestión. It also currently has other customers which
it provides with MPT1327 technology mobile communications services and fleet administration
services. The main technical figures on CCU at the close of the 2012 financial year were as
follows:
Number of software developments performed
4
Number of computer applications maintained*
7
Number of users/licences with access to the information systems maintained*
120
* Data from 2011.
management by offering different alternatives and raising the bar in terms of technical knowhow. The Group operates in Colombia, Ecuador, Panama and the Dominican Republic.
The key data on Inassa's operations at the close of 2012 were as follows:
Technical Support and Consultancy
Number of jobs performed
Sectoral consultancy and information technologies: Inassa (Colombia)
The company Sociedad Interamericana de Aguas y Servicios S.A. (Inassa) was incorporated in
1996 to provide services connected with the integrated water cycle in Colombia and abroad.
The Canal de Isabel II Gestión Business Group holds an 81.24% stake in Inassa. Sociedad de
Aguas Latinas has an 18.76% stake in the company, while small shareholders account for the
remaining 1%.
Inassa provides consultancy in public service processes and integrated, innovative information
technology solutions for public drinking water and sanitation companies in Latin America.
Inassa's activities include, in particular, the design, development, marketing and implementation
of Amerika Software, a product which offers a definitive and integrated solution for public utility
companies, designed on the basis of the water sector and covering the corresponding aspects
by means of its various commercial management, technical management, administrative and
financial management and executive control modules.
43
Number of customers
4
Number of countries
3
Amerika software services
Number of customers (entities)
9
Number of countries
5
Number of municipalities
26
Population served
11,307,092
1,823,943
Number of subscribers managed
As the leader of the Canal Gestión Group in Latin America, it has a website on which details of
all our activities can be found. Comprehensive information on the Group in Latin America can be
found at: http://www.grupoInassa.com
Waste management and urban cleaning: Triple A (Barranquilla, Colombia)
In addition to integrated water cycle management, the company Sociedad de Acueducto,
Alcantarillado y Aseo S.A. E.S.P. - Triple A, has been providing services connected with solid
Over recent years Amerika has proved itself to be a successful solution for companies within the
sector and is currently employed by nine firms in the water supply and sanitation sector in five
countries, supplying 11.3 million inhabitants.
All the Amerika modules focus on providing integrated support for every process required
at public utility companies, allowing them to maintain a high level of competitiveness and
innovation in the products and services offered by the company.
Inassa is domiciled in the Republic of Colombia and is also the parent company of the
Inassa Business Group, which boasts extensive experience in the activities involved in the
integrated water cycle. It performs these activities either directly or through subsidiaries within
Latin America where, thanks to its extensive experience, it has achieved success in water
urban waste management and urban cleaning in Barranquilla since 1993, and in a further three
municipalities in the Atlantic Department since 1997.
The company provides sanitation services for 1.48 million inhabitants, covering 100% of the
population in its sphere of operations. Canal de Isabel II Gestión holds a 67.91% stake in the
company. The main technical figures on the sanitation services provided by Triple A in 2012
are as follows:
In November 2012, the landfill biogas extraction and flare system built by Triple A Barranquilla
in the Los Pocitos Environment Park began operations. This project was undertaken under the
Clean Development Mechanism defined by the Kyoto Protocol as a contribution to the reduction
of greenhouse gas emissions.
Other activities: Canal Extensia
Waste collection
Number of municipalities served
Population provided with waste collection (inhabitants)
4
1,475,924
Number of collection routes
Quantity of waste collected (cubic metres)
159
478,448.34
2,752
Number of major producers attended
Urban Cleaning
Number of municipalities served
4
Population of municipalities served
Kilometres swept in municipalities served
1,475,924
455,147.92
Percentage of cleaning performed using mechanical resources
It is currently at the forefront of Canal de Isabel II's expansion and growth in the water sector in
Latin America, providing water supply services through its subsidiaries to 2.64 million people on
the continent.
A simplified layout of the Latin American companies in which Canal Extensia holds a stake would
be as follows:
1
Number of pavement bins managed and maintained
322
Final disposal of waste
Number of sanitary landfill sites managed
1
Capacity in cubic metres of sanitary landfill storage
18,274,683
Tonnes dumped at sanitary landfill sites
504,610.91
Number of municipalities using the sanitary landfill sites managed
Spain
100% Canal Gestión
Colombia, Ecuador and Panama
81.24% Canal Gestión
8
Volume of leachates produced
57,182.86
Volume of leachates processed
63,293.30
Efficacy of leachate treatment (average figure for percentage removal of BOD, COD, TSS and Fats)
Panamá
Ecuador
88.90
The Los Pocitos Environmental Park landfill represents one of the most significant recent
achievements of Triple A in terms of the final disposal of waste from Barranquilla and its
metropolitan area.
Designed in technical terms to last 30 years, and with an estimated capacity to receive 30 million
tonnes of refuse, the Los Pocitos Environmental Park was constructed in 2009 in accordance
with Colombian regulations, and has in place the latest technologies and engineering standards
to minimise environmental impact. The Los Pocitos Environmental Park caters for 1,600 tonnes
of waste per day in its disposal area.
Incorporated in December 2001, Canal Extensia is primarily engaged in the business of
integrated water cycle process management: collection, channelling, treatment, piping,
pumping, storage, distribution, drainage and sanitation, waste treatment, piping and treatment
of waste water, along with the re-use and discharge of water for public consumption and
irrigation.
Colombia
Colombia
Colombia
Ecuador
Dominican Republic
Colombia
Due to Spanish climate conditions, the water which these rivers can supply varies from year
to year. In the case of Canal Gestión, the average net inflow is 767.7 million cubic metres
per year, although the figure has on occasion risen as high as 1,756 million cubic metres (in
1941) or dropped as low as 238.8 million cubic metres (in 2005). A total of 248.8 million cubic
metres flowed into the system in 2012, representing 34.41% of the average annual level,
2012 being the second-driest year since records began in 1914.
1.2. Our core business: management of the integrated water cycle
From the point at which a drop of rainwater falls from the sky until it returns to a river or the sea
in perfect condition, it passes through a cycle commonly known as the integrated water cycle.
The cycle involves two major phases: supply and drainage, which correspond to the actions
required in order to deliver drinking water to consumers, and to collect and treat the waste
water following use. We could add a third stage to this cycle, namely the re-use of waste water,
which involves the treatment of water in order to guarantee levels of sanitation, for re-use in
watering gardens, cleaning streets, irrigating sports facilities, and even for industrial purposes.
The Canal de Isabel II Gestión Business Group currently manages every aforementioned phase
and stage in its spheres of operation in Spain (Canal de Isabel II Gestión and Aguas de Alcalá UTE
and Hispanagua), in Colombia (Triple A and Metroagua) and Ecuador (Amagua) and also, through
our investee companies AAA Dominicana and Inassa, we provide support services for integrated
cycle operators in the Dominican Republic, Panama, Honduras and Mexico.
Cumulative natural inflows (hm3/year)
900
750
600
450
300
1.2.1. Supply: water sources (collection and treatment)
Collection in Spain
The supply system in Spain is essentially based on the collection of surface water (and to a
lesser extent groundwater) using the 14 reservoirs administered by Canal de Isabel II Gestión
in the Autonomous Region of Madrid, to draw on water from the rivers from which the
majority of the water supplied to the network derive. Aguas de Alcalá UTE does not perform
any collection operations and receives untreated water from a supra-municipal entity
responsible for reservoir management. Mancomunidad de Aguas del Sorbe (MAS) The Sorbe
Water Confederation.
150
0
jan 12
feb 12
march 12
Minimum inflow, 2005
apr 12
may 12
jun 12
Mean inflow
jul 12
ago 12
sep 12
2011 inflow
oct 12
nov 12
dec 12
2012 inflow
Natural inflows recorded at reservoirs managed by Canal (hm3/year)
Basin
2011
2012
Lozoya
319.7
120.4
Jarama
142.7
48.6
51.7
12.8
115.7
38.4
Guadarrama-Aulencia
43.2
22.3
Alberche (Cofio-Morales)
23.2
6.5
696.2
248.8
Guadalix
Manzanares
Cumulative natural inflows
The fourteen reservoirs administered by Canal Gestión have a total storage capacity of
945.9 million cubic metres, 62.2% of which is found in the five reservoirs comprising the
basin of the River Lozoya, which include the El Atazar reservoir, with capacity exceeding
425 million cubic metres, making it the largest reservoir in the region. (Further
information on our reservoirs and inflows can be found at: http://www.canalgestion.
es/galeria_ficheros/gestionamos/ciclo-agua/Captacion.pdf).
The collection of groundwater, to supplement surface water supply, represents a key element
in administering the supply system during periods of drought or water shortage, with the
capacity to supply up to 90 million cubic metres per year of operations. 77 wells are in
operation in order to guarantee this volume.
The Canal Gestión Group companies in Colombia - Metroagua and Triple A - handle this type
of collection. Amagua (Ecuador) does not perform any channelling operations, as it acquires
water «at height» from the city of Guayaquil.
Except for Santa Marta, which does experience regular periods of drought similar to those
seen in the Autonomous Region of Madrid, for all other Latin American companies in the
Group a lack of inflow is not a significant management factor, given the considerable rate
of flow of the rivers which supply them. A clear example of this would be the fact that
the annual inflow of the River Magdalena, in Barranquilla (Colombia), in 2012 amounted
to 210,240 million cubic metres (845 times the figure recorded in all the reservoirs in the
Autonomous Region of Madrid).
Canal Gestión can also transfer water from the San Juan and Picadas reservoirs, the River
Alberche, and from the Rivers Guadarrama and Sorbe by means of the Las Nieves and Pozo
de Los Ramos diversion dams, respectively; and, since autumn 2012, we now have the option
to supply the Rozas de Puerto Real DWTP with water from the San Juan reservoir.
Volumes channelled for consumption by Canal Gestión (hm3/year)
2011
2012
Lozoya
244.37
172.24
Jarama
85.23
33.01
Guadalix
21.69
25.16
68.6
55.29
55.59
147.8
2.76
3.84
478.24
437.34
Pozo de los Ramos
14.74
0
Groundwater
11.97
18.11
Picadas
32.01
58.55
La Parra
Triple A in Barranquilla has in place four different collection points in the final section of the
River Magdalena as it flows towards the Caribbean Sea (the Barranquilla DWTP, Las Flores,
Sabanagrande, Ponedera).
Volumes channelled for consumption from reservoirs
Manzanares
Guadarrama-Aulencia
Alberche (Aceña-Morales)
Reservoir total
Volumes channelled for consumption from collection sources
0.86
0.08
San Juan (Majadahonda)
0
0
San Juan (Rozas de Puerto Real)
-
0.10
3.07
10.79
62.65
87.63
540.89
524.97
77.69
210.98
Tajo
Capture source total
Total volume channelled for consumption
Water extracted (% of natural inflows)
On the basis of these collection options, Canal Gestión obtains the resources which are
subsequently channelled and fed to the treatment plants, via a network of major canals and
pipelines covering a total length of 530 kilometres.
Collection in Latin America
In the case of Colombia and Ecuador, collection is not performed by means of reservoirs, but mainly
direct uptake from rivers, and in the case of Santa Marta, Colombia, also by means of wells.
Natural inflows recorded in Barranquilla (hm3/year)
River Magdalena
2011
2012
286,441.49
210,240
2011
2012
187.09
192.70
Volumes channelled for consumption in Barranquilla (hm3/year)
Barranquilla DWTP
Las Flores
4.66
5.01
Sabanagrande
6.85
7.84
Ponedera
4.79
5.09
0
0
203.39
210.63
Groundwater
Metroagua has three surface water collection points on the Rivers Piedras, Manzanares
and Gaira to meet demand in the city of Santa Marta. It also has an underground water
reserve operated by means of twenty wells which are brought on-stream according to
seasonal need. The water collected from the surface sources is channelled to the DWTPs for
processing and subsequent distribution.
Natural inflows recorded by Metroagua (hm3/year)
Basin
2011
2012
River Piedras
55.44
31.76
River Manzanares
54.14
36.89
River Gaira
67.21
50.90
176.79
119.55
Basin
2011
2012
River Piedras
12.06
11.72
River Manzanares
10.76
10.42
8.55
9.10
31.37
31.24
Cumulative natural inflows
Volumes channelled for consumption by Metroagua (hm3/year)
River Gaira
Collection source total
Groundwater
7.34
6.79
38.70
38.03
Basin
2011
2012
Water extracted (% of natural inflow) by Metroagua in Santa Marta (Colombia)
21.89
31.81
0.08
0.07
In turn, Aguas de Alcalá UTE, although most of its water is supplied pre-treated by
Mancomunidad de Aguas del Sorbe (MAS), also has a DWTP with a treatment capacity of
0.07 million cubic metres per day.
In Colombia, Triple A has four DWTPs with a treatment capacity of 0.72 million cubic
metres per day, while Metroagua has two DWTPs with the capacity to treat 0.095 million
cubic metres per day. Amagua (Ecuador) does not perform treatment operations as the
water which the company purchases is supplied at height by International Water Services
(Guayaquil) Interagua Cía. Ltda, and reaches its network already treated at facilities that do
not belong to the company.
Extraction of water for consumption as ratio of renewable resource
Water extracted (% of natural inflow) by Triple A in Barranquilla (Colombia)
Treatment of raw water
After it is collected, the water is channelled to the drinking water treatment plants.
Canal Gestión has in place thirteen DWTPs with a total rated capacity for the treatment of
46.3 cubic metres per second. (Further information on our treatment plants can be found at:
http://www.canalgestion.es/galeria_ficheros/gestionamos/ciclo-agua/Tratamiento_y_
calidad.pdf).
Hispanagua directly manages one of Canal de Isabel II Gestión's thirteen DWTPs, the Griñón
facility, which has a treatment capacity of 83,000 cubic metres per day.
1.2.2. Supply: distribution
From the DWTPs as far as the user's tap, the companies in the Canal de Isabel II Gestión
Group have in place a series of installations guaranteeing service continuity at the required
pressure and quality.
In the case of Canal de Isabel II Gestión in the Autonomous Region of Madrid, this set of
installations comprises major pipelines, regulation tanks, pumping stations and, lastly, the
distribution network which, at the close of 2012, covered 17,087 kilometres (3,391 km of
which are collection pipelines). To a large extent, the significant increase recorded in 2012
(7.72%) can be explained by the incorporation of networks in those municipalities that have
taken up the new management model adopted by our company.
Canal Gestión is also in charge of managing twenty-four major pumping stations and 125
lesser facilities which draw water from the corresponding tanks and raise it to a higher level
in order to reach the more elevated areas of the Autonomous Region of Madrid. (Further
information on distribution can be found at: http://www.canalgestion.es/galeria_ficheros/
gestionamos/ciclo-agua/Distribucion.pdf).
The regulation tanks are water-proofed enclosures designed to store the water supplied
to the population. The company manages twenty-four large-scale regulation tanks, with
a total capacity of 2.7 million cubic metres, along with a further two hundred eighty
smaller capacity tanks.
The maintenance tasks performed comprise supervision of the networks, inspection
and cleaning of pipelines, cleaning of outlets capturing surface drainage water, cleaning
of occasional discharges, resolution of alerts and incidents across the network and
execution of network improvement and maintenance works. In addition to these tasks,
the networks are subject to cartographical updating and the generation of diagnostic
network studies, along with the processing of technical approval procedures for
network modification or connection requests.
Aguas de Alcalá UTE manages a network of 472 kilometres, with two concentric rings
which provide different options to supply the different areas of the city. It also has nine
storage and regulation tanks with a total capacity of 69,000 cubic metres.
Other major facilities managed include Canal's 125 Waste Water Pumping Stations
(WWPSs), the function of which is to pump waste water up to points to which it cannot
be transported by gravity. Canal Gestión also manages other facilities known as storm
tanks and laminators, the function of which is to retain the first rainwater to fall, which
contains the greatest quantity of pollutants, preventing this from entering watercourses
while also avoiding floods.
In Colombia, Triple A Barranquilla, because of the pronounced relief of the region, has
eleven pumping stations which are responsible for providing the energy required to
raise the water from low levels (the level of the River Magdalena) up to the higher points
in the north-west of the city. The city and the other municipalities are supplied by means
of complex networks of pipelines covering a total of 3,030 kilometres by the close of
2012, providing a high level of coverage.
Meanwhile, Metroagua was by the close of 2012 managing a network of 865.8
kilometres in the district of Santa Marta, and also has in place six storage tanks with
a capacity of 18,600 cubic metres, and fourteen main pumping stations to guarantee
optimal service provision. The supply system in the city of Santa Marta is geographically
divided into two different systems: North and South, which are completely separate.
Lastly, Amagua was managing a distribution network comprising four minor tanks and a
total of 261.45 kilometres of drinking water pipelines by the end of 2012.
Drainage networks managed by Canal de Isabel II Gestión and Hispanagua
2011
2012
751
751
Kilometres of municipal drainage networks managed by the company
7,089
11,148
Total kilometres managed across sanitation networks
7,840
11,899
Number of waste water pumping stations (WWPSs)
71
125
Number of laminators and storm tanks managed
39
64
Capacity of storm tanks managed (cubic metres)
1,396,000
1,464,000
Kilometres of major collectors and outlets
1.2.3. Sewerage: sewers and urban drainage
The collection of waste and rain water from the different municipalities, and subsequent
transportation to treatment stations, is the function of the urban drainage and sewerage
networks.
Drainage management services in Spain
In Spain and, Canal de Isabel II Gestión and Hispanagua were responsible for
maintaining these networks in 133 municipalities, collecting the waste water generated
by 5.51 million inhabitants as at 31 December 2012. The length of the networks
managed amounts to a total of 11,148 kilometres of collectors.
Canal Gestión in turn also manages 751 kilometres of supra-municipal collectors and
emissaries, pipelines that collect waste water from towns and transport it to the
corresponding municipal WWTPs. The total length of drainage networks managed by the
company amounted to 11,899 kilometres at the end of 2012. Maintenance of 48 out of
the 133 municipalities is entrusted by Canal Gestión to Hispanagua.
Meanwhile, Aguas de Alcalá UTE has in place a network covering some 270 kilometres
of pipeline, measuring between 30 and 200 cm. The network has four pumping facilities
located at railway underpasses. The city of Alcalá de Henares is in the main supplied by
one single (non-separated) network comprising two sections which feed into the WWTPs
managed by Canal Gestión in the east and west of the city.
Collection is performed from south to north and from east to west, with all waste water
generated in the city being combined at the North Station. From this point the waste
water is pumped to an undersea outflow for final disposal at sea.
Drain networks managed by Metroagua
Drainage management services in Latin America
In Colombia, Triple A manages the drainage networks in the district of Barranquilla, and
as in the other municipalities in the area they operate on a separated system, in other
words the drains only handle the water supplied, with coverage rates currently standing
at 85%. Rain water flows along canals and the streets, with maintenance lying outside
Triple A's remit.
2011
2012
81
82
Kilometres of municipal drains networks managed by the company
679
683
760
765
11
12
Kilometres of large-scale collectors and outlets managed by the company
Number of WWPSs
Waste water is piped almost entirely by gravity to the point of final disposal, with a
system of 26 pumping stations being used in some cases, either conventional or lifting
stations, in those areas where the final disposal point cannot be reached by gravity.
The drainage system in Barranquilla cover an approximate network length of 2,114
kilometres, divided by a watershed into two major sections: the eastern side, which
drains or channels waters to the River Magdalena, and the western side which drains
its waters into the coastal lagoon system and comprises the south-western and northwestern sections of the city.
Drainage networks managed by Triple A Barranquilla
2011
2012
212.91
225.54
1,858.17
1,888.21
2,071.08
2,114.00
17.00
26.00
In Santa Marta (Colombia), Metroagua manages the system of 679 kilometres of drains
in the city, with coverage currently standing at 74.3%. This is a separated system, in
other words the drains handle only the water supplied. Rainwater runs along the streets
and canals, operation and maintenance of which is not the responsibility of Metroagua.
Because of the city's topographical conditions, much of the water supplied is piped to
its final destination by means of pumping stations.
The system comprises various main collectors (interceptors) measuring 82 kilometres
in length, which are responsible for the drainage of waste water from major areas,
including the various city districts.
In the Republic of Ecuador, the company Amagua manages the drainage network in two
municipalities, covering a total length of 250 kilometres by the end of 2012.
The drains in the area managed are of the sanitary type, which means, given the
infrastructure in the zone, the provision of services involving the treatment of the water
supplied by means of specialist technical staff, and the cleaning of septic tanks. The
coverage of drain services in the area served by Amagua grew significantly in 2012,
from 77% to 82% of the population.
Drainage networks managed by Amagua
2011
2012
60.13
65
177.74
185
237.87
250
20
40
Large-scale urban drainage projects in Colombia
Large-scale urban
drainage
projects
Colombia
Large-scale
urban
drainagein
projects
in Colombia
In terms of urban drainage, the
companies forming part of the
Canal Gestión Group in Colombia are
currently working on two large-scale
projects aimed at noticeably improving
living conditions in Barranquilla and
Santa Marta. These large-scale projects
are as follows:
• The Bastidas - Caribbean Sea Rainwater
Collector: a project being developed by
the District of Santa Marta Council (with
support from Metroagua) that consists of
building a canal measuring a total of 4.9
kilometres to safely collect, channel and
transport rainwater from the hills in the
northern part of the city to the Caribbean
Sea. (Further information can be found at:
http://www.metroagua.com.co/
wordpress/?p=467
• The Barranquilla Eastern Basin Drainage
Plan: this is a project being carried out
with resources from the Ministry of the
Environment, the Corporación Autónoma
Regional de Atlántico, the District of
Barranquilla with management services
provided by Triple A. The project consists
of nine works and will connect the
supplied water from the entire southeastern basin of Barranquilla to later
collect and pipe it to a pre-treatment
plant for the elimination of pollutants
and heavy elements (such as sand). It
will then be sent to the River Magdalena
centre where it will be diluted and piped
to the final outlet.
1.2.4. Sanitation: treatment of waste water
Canal de Isabel II Gestión is the body responsible for managing the treatment of waste water
for the entire Autonomous Region of Madrid. In order to perform this task, we had in place
154 waste water treatment plants (WWTPs) with a rated treatment capacity in excess of
17.12 million equivalent inhabitants, and which treated a total of 486.2 million cubic metres
over the course of the year. (Further information on the sewerage and treatment facilities we
manage can be found at: http://www.canalgestion.es/galeria_ficheros/gestionamos/cicloagua/Saneamiento.pdf
Hispanagua was commissioned by Canal Gestión to manage 43 of the company's 154 WWTPs.
Waste water treatment plants managed by Canal Gestión and Hispanagua.
Evolution of key figures
Volume treated at WWTPs (in millions of cubic metres)
Volume treated in comparison with volume channelled for consumption (%)
Number of WWTPs managed at 31 December 2012
Treatment capacity (millions of equivalent inhabitants* as per design)
2011
2012
535.60
486.20
99.02
92.58
150
154
16,938
17,123
* Equivalent inhabitants for the scaling of plants. Calculated in accordance with European Union Directive 271/91 and Spanish Royal Decree 509/96.
In Latin America, because of the greater rate of flow in the rivers, and hence the increased
natural dilution capacity, waste water treatment operations are less intensive.
In the case of Colombia, Triple A manages six WWTPs, handling approximately 22.9%
of the water supplied. Of particular importance is the Barranquilla district waste water
treatment plant (WWTP), designed to treat the waste water from the sanitary drains
covering the 53 neighbourhoods in the district, amounting to a total area of 1,575.83
hectares. The remaining WWTPs are in general «stabilisation lagoons»; these are ponds
which store the waste water for a period of time depending on the characteristics of the
water to be treated and the climatic conditions around the lagoon.
Waste water treatment plants managed by Triple A Evolution of key figures
2011
2012
38.64
32.82
19
22
6
6
Volume treated in comparison with volume channelled from reservoirs and
collection sources for consumption (%)
Number of WWTPs managed at 31 December
Metroagua, as it performs its operations in a coastal city (Santa Marta, Colombia), and as it
has access to considerable dilution capacity, does not operate any waste water treatment
plants, with an undersea outfall being employed - a dilution treatment system which pipes
the waste water out to sea at a certain depth and distance from the coastline, preventing
the organic load from causing any health and/or ecological impacts on marine and terrestrial
ecosystems and the surrounding coastal populations.
In Ecuador, Amagua is responsible for the operation and maintenance of the WWTPs
located in the municipalities of Samborondón and Daule. At the close of 2012, the
company managed a total of 64 WWTPs treating waste water from urban developments
or individual properties, most with a small capacity. It in addition has five WWTPs, the main
facilities being Los Arcos, Entre Ríos and La Puntilla, with treatment capacities of 2,400,
1,800 and 700 cubic metres per day, respectively.
However, Metroagua does perform periodic analyses of water quality around the undersea
outfall and the bays of Taganga and Santa Marta, in order to guarantee that bathers will be
free of any risk of organic pollution.
In 2012, Amagua achieved significant progress in the process of environmental
certification of the system for the collection, transportation, treatment and discharge of
effluent from its WWTPs, for certification by the Ecuadorian Ministry of the Environment
of the level of compliance with national environmental legislation. The plant was
subjected to an environmental audit exercise by means of an ex-post study performed
by a consultancy firm which identified processes, measurements of impacts and system
recommendations, which were immediately applied and approved by the Ministry.
The public consultation and discussion phase was then conducted. In November 2012,
Amagua began the citizen participation process on the ex-post studies for obtaining the
environmental licences for 51 WWTPs. The company set up two information points where
the projects were explained to the public over the course of almost one month.
Since 1999, the Colombian Ministry of the Environment has issued Metroagua with an
environmental licence for the construction and operation of the undersea outfall in the Bay
of Santa Marta. This licence is reviewed each year by a group of specialist professionals,
which have certified its functionality every year.
A research project undertaken by the University of Magdalena was published in 2011. This
is an oceanographic and water quality study of the Bay of Santa Marta, which confirmed
the excellent operational results of the outfall. The study was approved by the Colombian
Ministry of the Environment, and concludes that there is no contact between the waste
water disposed of via the undersea outfall in the Bay of Santa Marta and the waters close to
the coast where beaches are used for recreational purposes. It was found that the undersea
outfall represented no risk to primary or secondary contact waters in the bays of Santa
Marta and Taganga.
Waste water treatment plants managed by Amagua in Ecuador*. Evolution of key figures
2011
2012
5.46
6.074
Volume treated in comparison with volume channelled from reservoirs
and collection sources for consumption (%)
0.57
0.60
55
64
80.62
98.03
Number of WWTPs managed at 31 December of each financial year*
Treatment capacity (millions of equivalent inhabitants by design)
* In Ecuador, 63 of the 64 are small-scale WWTPs serving urban developments or individual properties within Amagua's sphere of operations.
1.2.5. Regeneration and distribution of treated waste water for re-use
The Canal de Isabel II Gestión Business Group believes that the re-use of treated waste
water is an essential component in the comprehensive management of water resources,
and helps increase the net volume of water available in the region. To that end, the
company is speeding up the development of activity involving the distribution of
reclaimed water for installations that do not require drinking water, noticeably street
irrigation, public parks and golf courses.
By the end of 2012, the company had 23 reclaimed water production facilities (tertiary
treatment) in place, with an output capacity of 166,508 cubic metres per day, for the
irrigation of green public spaces and leisure and sports facilities. The company also operates
three reclaimed water facilities owned by the City Council of Madrid and will manage a
fourth in 2013 once the works to connect said plant to the network have been completed.
The network managed by our company currently consists of 82.7 kilometres in the
city of Madrid and 173 kilometres in other municipalities in the region, giving a total
Water in the Autonomous Region of Madrid (2012): key figures
Water in the
Autonomous
Region
Water
in the Autonomous
Re
figures figures
2012 was characterised by rather limited
inflow, with total accumulated provisions
amounting to only 248.83 million cubic
metres). This is only 34.41% of the
average annual inflow, with 2012 being
the second-driest year since records
began in 1914.
The situation of extreme drought experienced
in 2005 led us to adopt a series of measures
intended to guarantee supply and reduce
water consumption, including, in particular, an
increase in campaigns to raise awareness and
encourage responsible consumption and the
rational use of water. Over the past six years
(2006 to 2012), and although the population
supplied has increased by 9.6%, the water
channelled for consumption has been cut by
14%, a cumulative saving over the course of
the period of 748.5 million cubic metres, the
equivalent of almost twice the capacity of the
El Atazar reservoir (176%).
We closed the year with 439.67 million cubic
metres of water in our reservoirs (52.2% of
the maximum capacity). The figure is 17.1%
less than at the close of 2011, when Madrid's
reservoirs were at 69.3% capacity.
managed network measuring in excess of 255 kilometres. The regulation tanks used to
supply these networks totalled 23 in the city of Madrid and 14 elsewhere in the region.
Generally-speaking, the water needs to be pumped from these tanks and to that end there
are 58 pumping stations currently in service.
During 2012, we reclaimed our plants for the subsequent re-use of a total of 9.77 million
cubic metres of water, equivalent to 1.86% of the water channelled for consumption.
Our aim is to achieve an annual re-use figure of 70 million cubic metres, a quantity of
water equivalent to the total volume which could be drawn from our wells during a year
of extreme drought, or 13.33% of the water channelled for consumption in 2012.
Nonetheless, in Latin America, because of the high rainfall levels and abundance of water
resources in the areas where we operate, the regeneration of waste water for subsequent
re-use is a relatively unused technique. The only such venture on the continent is
performed by Amagua in Ecuador, which in 2012 had in place seven aerobic treatment
WWTPs which were equipped to re-use or employ the treated outflow for irrigation tasks
in parks and gardens. Tertiary treatment units (activated carbon filters, sand and UV
disinfection) have been implemented for the use of water for irrigation. Thanks to these
processes, over the course of 2012 Amagua delivered a total of 2.6 million cubic metres of
reclaimed water via a small-scale 15-kilometre network managed by the company.
The volume of water channelled for
consumption fell to 524.98, which is a
decrease of 2.94% on 2011. In order to supply
the population we needed to channel from
the reservoirs a total of 437.34 million cubic
metres, along with the use of other sources
of supply such as the transfer of water
resources from the River Alberche, the use of
our diversion dams and our network of wells.
In total, these resources accounted for 87.63
million cubic metres in addition to the volume
drawn from the reservoirs (18.11 million from
groundwater sources).
As a result of all the water supplied to our
customers, along with the rainwater entering
the sewerage network, the treatment plants
which we operate received a total of 486.2
million cubic metres in 2012, which we treated
and discharged into rivers in accordance with
quality levels which guarantee environmental
protection.
Lastly, in 2012 we regenerated more than 9.77
million cubic metres of water at our plants,
which was re-used in the irrigation of parks,
gardens and sports facilities.
Evolution of the resource's use vs. population supplied (growth rates as compared to 2005)
15.0%
8.9%
10.0%
5.6%
5.0%
0.0%
0.6%
-9.3%
-10.0%
9.6%
7.5%
2.3%
0.0%
-5.0%
9.4%
-10.83%
-12.2%
-9.1%
-12.2%
-11.3%
-14.0%
-15.0%
2005
2006
2007
2008
Municipality population supplied
2009
2010
2011
2012
Water channelled for consumption
1.3. Risks and future opportunities for our companies
The main challenges which our companies will be required to meet in the future in order to be in
a position to guarantee fulfilment of our core mission - supplying water to the population in the
regions where we operate - are connected, in the case of Spain, with the scarcity of this natural
resource, and meanwhile the maintenance of the sustainability of our management model.
Natural inflow from rivers into reservoirs
(last 20 hydrological years in millions of cubic metres per year)
1992/1993
365
668
1993/1994
259
1994/1995
In Latin America, the challenges are connected with extreme climatic phenomena, the need to
continue extending the coverage of services and the necessary raising of awareness among
users regarding the culture of payment.
1995/1996
These challenges go hand-in-hand, both in Spain and in Latin America, with the efforts still
required to raise awareness and foster a culture of rational water use (which must be spread
throughout society, including among regulators and public authorities), along with the
maintenance of demanding levels of future investment in infrastructures.
1998/1999
1,161
897
1996/1997
1,005
1997/1998
288
500
1999/2000
1,171
2000/2001
2001/2002
234
950
2002/2003
1.3.1. Guaranteeing access to a quality resource
2005/2006
In Spain, due to the climate characteristics of the regions in which the Canal de Isabel II
Gestión Business Group operates, and given the irregularity and scarcity of precipitation,
water is a strategic and limited natural resource. Droughts occur on a cyclical basis, rather
than being one-off, exceptional occurrences.
2008/2009
Looking ahead to the future, the scenarios published on climate development in Spain
to 2050 would suggest that this situation will only get worse. It will therefore become
necessary to make investments and search for supply alternatives capable of dealing with
this important challenge.
Despite these reduced inflows, over the past ten years Canal Gestión has, with the same
reservoir storage capacity, been required to supply a considerable increase in population.
The population we supply has risen from 5.32 million inhabitants in the year 2002 to 6.29
million inhabitants in 2012, an increase of 18.23% in thirteen years.
According to the forecasts for population increase in the Autonomous Region of Madrid,
over the years 2010-2017 ongoing population growth is expected, with the level reaching
235
2004/2005
Achieving maximum efficiency to continue providing quality and sustainable services over
time is one of the main challenges we face. Due to climate change, it is expected that Spain
will more often encounter resource scarcity situations and «water stress» in the future.
The average natural inflow from rivers to our reservoirs in the Autonomous Region of
Madrid over the last 20 hydrological years (from 1992/1993) is 20.1% lower than the
average over the last 99 years (from 1913). The natural inflow from rivers to our reservoirs
in 2012 (the second-lowest in the last 99 years) simply further highlights this new reality.
928
2003/2004
408
772
2006/2007
2007/2008
401
467
553
2009/2010
753
2010/2011
251
2011/2012
0
200
400
600
Average last 20 years:
613.4
800
1,000
1,200
Average since 1913/1914:
767.6
a figure of more than 7.1 million inhabitants by 2017, although it is true that the current
economic crisis could somewhat reduce the predicted population growth rate. In any
event, if the per capita consumption values registered in 2011 are maintained, the volume
of water which will need to be channelled for consumption would amount to close on 569
million cubic metres per year.
In conclusion, one could state that the future trend is for an increase in water demand,
although supply will be increasingly costly to maintain given the greater energy costs involved
in transferring water or obtaining it from groundwater collection sources by means of wells.
In the case of Latin America, particularly significant progress has been made in Colombia
in increasing coverage, with the figures in Barranquilla rising from around 60% to close
to 100%. Nonetheless, population growth both in the region of Barranquilla and in Santa
Marta could serve to reduce these coverage figures in the future unless proper planning
procedures are followed. In order to meet these challenges, Triple A and Metroagua have
in place ambitious plans aiming to guarantee future supply quality.
In the case of Ecuador, Amagua has identified population growth as another of the
challenges which will need to be addressed in the future. In order to achieve an
appropriate scale, the company has performed work on a drinking water distribution
master plan covering a time-frame of twenty years, which will deal with these challenges.
1.3.2. Maintaining the sustainability of the current model
As a result of the growing need to increase water supply, progress must be made
towards an optimum water policy model in Madrid which will guarantee that a scarcity
or lack of water does not constitute any restriction on economic development in the
future. Technological developments must be employed in order to ensure that the
available resources increase, for example by using waste water regeneration techniques
for subsequent re-use, along with other approaches offering greater efficiency in all
uses of water, including industrial consumption.
The Canal de Isabel II Gestión Group is promoting the gradual use of re-used water in
Spain for purposes other than supply, such as the irrigation of green spaces, industrial
use and street cleaning. In Ecuador, Amagua has also already begun to implement this
type of solution.
Meanwhile, the volumes of water treated each year within the Autonomous Region
of Madrid are very considerable, with the by-products resulting from the process
amounting in 2011 to 217,849 tonnes of bio-solids (treatment sludge and DWTP
deposits). The repurposing, disposal and/or exploitation of these bio-solids require
efforts to develop technologies which can transform the problem involved in their
management into a source of wealth generation, through uses in industrial processes.
In Colombia, Triple A currently faces two major challenges which will generate a hugely
important return from the perspective of environmental sustainability: the Urban Waste
Recycling Programme for Barranquilla, and the capture and use of biogas from the Los
Pocitos sanitary landfill site.
• The first of these plans will apply the «three Rs» philosophy (reduce, re-use and recycle)
in a pioneering experiment in Colombia with the aim of reducing the solid urban
waste generated while also raising levels of recycling and re-use. The idea is to draw
on public support and the change in culture required in adapting initiatives to the
socio-economic context of the city's neighbourhoods. In 2012, within the framework
of Expogestión Caribe 2012, Triple A Barranquilla launched its selective collection and
recycling programme entitled «Verdeazul».
• As for the second plan, the aim is, within the context of the Kyoto Protocol Clean
Development Mechanism (CDM) to make use of the biogas generated by the waste
dumped in the Los Pocitos Environmental Park sanitary landfill, thereby reducing
emissions of greenhouse gases and generating electrical power. The project will also
generate certified emission reductions (CERs), which can then be traded.
In November, the landfill biogas extraction and flare system built by Triple A Barranquilla in
the Los Pocitos Environment Park began to operate.
Lastly, in Ecuador changes in environmental legislation will require Amagua to dedicate
efforts to improving the processes at the WWTPs it manages, while also achieving
environmental certification in order to demonstrate compliance with increasingly
demanding discharge parameters.
1.3.3. Further extending the change required in consumption habits
To supplement the optimisation of resource usage, the companies of the Canal de
Isabel II Gestión Business Group will continue to work on raising awareness regarding
the rational use of water and the need to pay for services in order to guarantee their
future sustainability. It is hugely important for a society to adopt a water culture based
on respect for the resource, aware that it is a limited asset, and that efforts must be
made to contribute towards the economic sustainability of utility companies.
To that end, the companies of the Canal Gestión Group wage constant campaigns
and initiatives focusing on raising awareness and education, addressing the entire
population and all economic sectors with the aim of encouraging rational water usage
and consumption,
These campaigns are enhanced in periods when drought is more acute, as in the case
of 2005, when an campaign to raise awareness was launched under the slogan «Join in
the Water Challenge», with the aim of convincing each and every citizen of Madrid and
visitor to the region of the importance of adopting good water consumption habits in
their daily actions.
1.3.4. Maintaining a high level of investment
Development and maintenance of the infrastructure required in order to meet the
challenges of the future will demand very considerable investments.
The infrastructure that will enable us to provide quality services to our users in the future
are those that we are planning and building right now. The Canal Gestión Group will thus
need to maintain this current approach, which involves dedicating approximately 33 out
of every 100 euros of revenue from the water bills paid by customers to investment in
infrastructure.
Over recent years, Triple A, Metroagua and AAA Dominicana have made significant progress
in the implementation of strategies to improve collection rates and generate a culture of
payment. For example, the Triple A ‘Supercustomer Programme’ gave customer loyalty
rewards to those paying their monthly bill before the final due date. The programme began
in the year 2005 with 32,400 ‘supercustomers’, a figure which by 2011 had risen to more
than 119,000.
It is worth noting that Triple A is a company which takes efforts to understand its customers,
their way of thinking, concerns and needs, and so aims to satisfy them and provide them
not only with the best possible service, but with optimum citizenship education in terms of
cleaning, water consumption and proper use of the drainage system. Its corporate strategy
structure thus includes an educational component, involving all target audiences, both
internally and externally.
Investment must focus on the one hand on fulfilling the goal of guaranteeing a
satisfactory level of operational functionality, maintaining levels of productive efficiency
and competitiveness, while also necessarily expanding both supply and drainage
networks.
1.3.5. Sustainable growth and institutional stability
The Canal de Isabel II Gestión Business Group has major opportunities for growth in the
region of Latin America and in activities delivering synergy with integrated water cycle
management.
In Spain, Canal de Isabel II Gestión is recognised as one of Europe's leading integrated cycle
operators. The experience built up over recent decades and the management model applied
in the Autonomous Region of Madrid guarantee that we will be in a position to expand into
new businesses and activities over the coming years.
With the establishment on 1 July 2012 of the new integrated water cycle management
model in the Autonomous Region of Madrid, we now have a modern mechanism under
which a regulator (the Public Entity Canal de Isabel II) and a system operator (Canal
Gestión) are created. This arrangement is similar to the situation being successfully
implemented in other developed countries within our peer group and that will enable us
to position the companies within the Canal Gestión Group among the leaders in our sector.
With our new company, Canal Gestión, we are better prepared for the new business.
We will be able to grow more solidly in other geographic areas beyond the Autonomous
Region of Madrid and in other markets, offering professional career opportunities to our
employees.
Furthermore, the flexibility to be found within the new company and the large operating
capacity of our subsidiary Hispanagua will enable us to grow by creating synergies with
our main business.
In Colombia, our companies R&T and Inassa are demonstrating effective and efficient
management which could provide a model to be exported to the rest of the continent.
Inassa has in this regard begun to incorporate its solutions within third party countries
such as Panama, Ecuador, Honduras and Mexico, while the potential for growth of R&T in
Colombia represents one of the Group's greatest opportunities in the country.
AAA Dominicana also enjoys substantial opportunities for growth once the institutional
framework has been clarified. The growing maturity of management models at a public
authority level and the improvement of service quality will be the key to such growth.
The Metroagua management model in Santa Marta is demonstrating itself to be a byword
for success in the region. The possibilities for growth in nearby geographical areas within
Colombia represent one of the Group's major opportunities in Latin America.
Amagua, although it is restricted by the legislation of the Republic of Ecuador from
engaging in private operations in the sector, has demonstrated that its integrated cycle
management model offers citizens substantial benefits. In the future, with appropriate
regulation, it has considerable potential to export its model to other areas of the country.
Hidráulica Santillana could in the next few years consolidate its role as an electrical power
generation company through the clean generation of renewable energy. The Canal de
Isabel II Gestión Energy Improvement Plan is its great opportunity to grow and develop
new activities.
CCU (Canal de Comunicaciones Unidas) is in a position to continue its progress in becoming
a flagship telecommunications operator in the field of digital trunking services in Spain.
1.4. Our stakeholders and their expectations
At the Canal de Isabel II Gestión Business Group, we consider our main stakeholders to comprise
both those individuals, institutions and groups that are significantly affected by our activities
and decisions and all those whose decisions and activities significantly affect the development of
our mission and the achievement of our targets. For that reason, we view the stakeholders with
which we interact as vital participants and components in achieving our results, as these results
depend to a great extent on the way in which they themselves accept and judge our actions.
The Canal Gestión Group companies constantly assume their specific commitments to all their
stakeholders, which we view as one of the essential elements of our corporate responsibility.
The leading stakeholders of our companies include:
• Regulators, such as the European Union; the governments of the countries in which we
operate, in particular the regulating authorities in the supply and sanitation sector of
each country; and, finally, the Government and Assembly of the Autonomous Region of
Madrid (for Canal Gestión), in particular the parliamentary groups represented therein.
• Our public and private shareholders (particularly the Autonomous Region of Madrid and
the 111 local councils that make up our shareholding in the case of Canal Gestón and
the Public Entity Canal de Isabel II).
• Our customers and users: such as local councils of the municipalities we serve;
domestic, commercial and industrial customers; major customers, such as property
developments and residents’ associations; and, finally, the population which uses the
services provided by our companies in Spain and Latin America.
• Our business partners: such as the employees of our companies (our people) and their
legitimate trade union representatives. The suppliers and contractors with which we
work. Other companies within our sector with which we collaborate, as well as the
associations in our sector within which we play an active role (AEAS, AGA, ANDESCO,
EUREAU and IWA).
• Society in general, with a particular focus on certain sectors and agents, such as the
school community (teachers and pupils), with which we maintain relations through
such activities as CanalEduca; the bodies responsible for administering our society's
expectations (charities, foundations and organisations with which we are involved);
the media and opinion formers; the scientific community and organisations focusing
on innovation; business analysts and experts in our sector; the agents and managers
responsible for protecting and improving our environmental surroundings.
Map of the most common channels of communication used by the companies within the Canal
de Isabel II Gestión Group
Map of the most common channels of communication used by the companies within the Canal
de Isabel II Gestión Group
Communication Channels Internal communications
Communication Channels Internal communications
External communications
Central headquarters of the companies within the Group
Information included with bills
Mobile offices (only in Spain)
Personalised information sent to customers
Commercial customer service offices
Canal Gestión annual report
Customer service department
Meetings
Organised visits to the facilities
Training and raising awareness
Education campaigns run by the companies within the
Group
Reports from the fiscal auditor for
shareholders in the companies in
Latin America
Recreational and sports areas
Publications / Technical Reports
Customer service hotline
Telephone, fax, conventional mail
Telephone, fax, e-mail
Suggestions box
CSR newsletters (only Triple A)
Canal Gestión R&D+I Journals
Educational initiative contact number
Virtual customer service offices
Company websites
Internet
R&D+I blog (only in Spain)
Press releases
Announcements to the media
Media: television, press, radio, etc.
The media sections of the websites of companies within
the Group
Campaigns to raise awareness aimed at the public in
Spain, Ecuador, the Dominican Republic and Colombia.
Supplier response hotline
Customer Ombudsman (only in Spain)
The corporate intranet of each
company within the Group
Publications from the companies within the Canal de
Isabel II Gestión Business Group
Publications from the foundations
Activities by the foundations run by the companies
within the Business Group (Fundación Canal, Fundación
Triple A and Fundación Metroagua)
Shareholder service office at companies in Latin America
Internal magazines aimed at
employees of the companies within
the Group
Annual report of the companies partly owned in Latin
America
Educational campaigns
Involvement in sponsorship of conventions, forums and
other gatherings in Spain, Colombia, Ecuador and the
Dominican Republic
General Shareholders’ Meeting at private companies in
Latin America
Canal Gestión Group annual report
In-house memorandums and
reports
Customer Ombudsman (Spain)
Personal / Direct
External communications
Arte Canal Exhibitions website (only in Spain)
CSR e-newsletter (only Triple A)
The Canal Gestión Group regularly interacts with all these stakeholders. To do so we have in
place the means that allow us to understand their expectations and the resources required in
order to offer an appropriate response to the specific interests of each group.
In order to foster fluid communication, the companies within the Canal de Isabel II Gestión Group
implement the communication channels necessary to become aware of and respond to the
demands and queries from society in terms of economic, environmental and social issues.
Triple A YouTube channel
Canal Gestión YouTube channel
In Spain, of the 25 main management indicators we employ at Canal de Isabel II Gestión, some
of these serve to gauge the image which the company puts across to its stakeholders. Above
all, the «reputation index» has been established to measure negative information impacts in the
media as a percentage of all impacts on the company. This set of indicators also includes others
which deal with incidents, claims and complaints registered by customers and users.
1.5. Participation in sectoral associations
For many years, the corporate and social commitment from the companies within the Canal
Gestión Group has led to their participation and cooperation with other entities and companies
in order to strengthen our own strategies.
The following business initiatives from among those aimed at society and the environment are
worthy of special mention:
• United Nations Global Compact is an international initiative instigated by the United
Nations with the aim of fostering corporate citizenship and involving companies in
handling some of the main social and environmental challenges borne out of growing
globalisation.
It aims to integrate ten universal principles of conduct and action within the daily
operations and strategies of companies, in the fields of human rights, employment
standards, the environment and the fight against corruption. Canal Gestión and Triple A
Barranquilla are signatories of the Compact and Canal Gestión also became one of the
founding members of the Spanish Network of the Global Compact in March 2006 (see
further information on the association, our commitments and our compliance in Annex
6 of this report and at: www.pactomundial.org).
serve as a forum for companies, society and public authorities. Its objective is to
incentivise the involvement of private initiative in public projects connected with the
environment. (Further information at: www.fida.es).
• The IMDEA Water Foundation, an Autonomous Region of Madrid initiative to perform
research of excellence and contribute the elements of innovation required in such
a strategic sector as water. The Institute acts as a forum for the knowledge derived
from experimental science, legal and social studies and engineering, with the aim
of generating the multidisciplinary approach required in order to tackle water
management in the 21st century. (Further information at: www.agua.imdea.org).
• Triple A is a member of ProBarranquilla, the investment promotion agency of
Barranquilla and the Atlántico Department; a private non-profit organisation sponsored
by more than 80 companies in the city aimed at fostering sustainable economic
development in the region. ProBarranquilla currently works on offering incentives
to investment by national and foreign companies, which have invested more than
715 million euros and have helped create more than 15,000 jobs in the Atlántico
Department of Colombia. (Further information at: www.probarranquilla.org).
• Through its foundation, Metroagua is a partner of the UNIDOS network that, with
support from the Presidency of the Republic of Colombia, seeks to take 350,000
families out of extreme poverty. The network comprises 26 State entities involved in
providing basic social services to the population living in extreme poverty. It is focused
on ensuring that the poorest families are able to access the programmes for which they
are eligible.
• The SERES Foundation (Society and Responsible Enterprise), of which Canal Gestión
is a partner and whose mission consists of fostering and promoting corporate social
responsibility (CSR) as an essential element of its strategy, contributing to an increase in
the resources dedicated by companies to CSR and assisting the business community in
raising awareness of the significance of CSR as a mechanism with a positive impact on
society. (Further information at: www.fundacionseres.org).
• The Lealtad Foundation, a non-profit institution whose mission is to foster trust in NGOs
across Spanish society in order to achieve an increase in donations, along with all other
types of contribution. Canal Gestión has been a Corporate Friend of the Foundation
since 2011. (Further information at: www.fundacionlealtad.org).
• FIDA (Foundation for Environmental Development and Research), of which Canal
Gestión is a patron, was set up by the Autonomous Region of Madrid as a body to
Furthermore, the companies in the Canal Gestión Group are actively involved in a wide
range of initiatives sponsored by the leading business associations within the integrated
water management cycle, which in many cases focus on encouraging good environmental
and social practices. These associations include, in particular, our presence and active
involvement as a founder member of the AEAS (Spanish Water Supply and Sanitation
Association), of the European Union of National Associations of Water Suppliers and Waste
Water Services (EUREAU), and, through the AEAS, of the International Water Association (IWA).
• The AEAS is the sectoral association bringing together practically all water sector
companies and agents in Spain. (Further information at: www.aeas.es and www.
eureau.org). Canal Gestión and Hispanagua are actively involved in this association.
As regards our contribution to the AEAS in 2012, we can highlight the coordination from the
working group responsible for drafting the AEAS document entitled «Guía para el funcionamiento
de los laboratorios de ensayos de aguas. Parte I: Criterios para el aseguramiento de la calidad
de los ensayos» [«Guidelines for the Operation of Water Testing Laboratories. Part I: Test quality
assurance criteria»].
• Canal Gestión and Hispanagua are also collective members of the Spanish
Association of Population Water Service Management Companies (AGA). This
association belongs to the CEOE (the Spanish Confederation of Business
Organisations). (Further information at: www.asoaga.com).
• Canal de Isabel II Gestión and the companies within the Inassa group take part
in the activities of the IWA (International Water Association), which is viewed as
the flagship organisation worldwide in the water sector. In 2012 and as part of
the activities carried on by the IWA, it is worth highlighting the participation by
professionals from Canal Gestión in the various workshops and working groups on
the IWA-BID Aqua Rating initiative to define an urban supply and sanitation service
operator qualification system. (Further information at: www.iwahq.org).
• Triple A and Metroagua are members of the National Association of Public Utility
and Communications Companies (ANDESCO), a public utility, non-profit trade
entity that represents the interests of the affiliated public utility companies. Its
commitments include acting as an intermediary for sectoral affairs before the
various public authorities and other groups related to the sector. The Cámara de
Acueducto y Alcantarillado [Chamber of Water Pipelines and Sewerage Networks] is
part of ANDESCO; a work group set up to carry out work to benefit the sector.
• Inassa, R&T and Triple A are members of the Chamber of Commerce of Barranquilla.
Chambers of Commerce are organisations that stem from the need of traders to
join forces to defend their interests and work together on common targets and
activities.
• Amagua is a member of the Chamber of Commerce of Guayaquil. This chamber of
commerce is aimed at fostering the development of trade, sources of wealth and
business in general, and positively influencing civic activity for development in the
city of Guayaquil and to achieve its socio-economic and cultural objectives.
• Metroagua is a member of the Chamber of Commerce of Santa Marta, which is
responsible for fostering business development in the region, and improving
and growing private enterprise as a fundamental pillar for economic and social
development.
• Metroagua is also a member of the Asociación de Empresarios del Magdalena
«Santa Marta Siglo XXI» [«21st Century Santa Marta Association of River Magdalena
Business Leaders»]; an initiative from the private production sector that seeks
to join forces between the 45 main economic groups in the region to promote
a certain view of the city, department and nation in 2020. The core work of this
association is focused on improvements, adaptation and new investments in
infrastructure, education as a basic tool for enhancing human resource skills
and fostering tourism due to the privileged conditions of Santa Marta and the
Magdalena Department.
Chapter 2
Canal Gestión Group: geared
towards tackling the water
management challenge
2.1. Mission and creation of value
2.2. Key lines of action, targets and commitments of the Group and its companies
The mission of the Canal de Isabel II Gestión Business Group is «to guarantee to all our customers
their present and future water supply, both in quantity and in quality, as well as other services
we provide with a clear commitment to meeting expectations, actively contributing to the
protection and improvement of the environment, for the benefit of all society».
2.2.1. Strategy and objectives of Group companies in Spain
This mission takes the specific form of a set of individual commitments under the terms of
which, at the Canal de Isabel II Gestión Business Group:
• We perform sustainable management of water as a limited resource, optimising
its use for supply, while at all times balancing this with other social, economic and
environmental interests.
• We integrate environmental management within all our activities and services, treating
waste water, re-using resources and helping preserve the natural environment.
• We apply efficient corporate management, guaranteeing the Group companies'
economic and financial balance, maximising its value and developing a competitive
position within our sector.
• We focus our management on the customer evaluating and responding to customer
needs and offering value-added services.
In order to fulfil our mission and commitments, all our activities in Spain are guided by five
main lines of action.
1. Guaranteeing management of the integrated water cycle, including actions and
investments related with guaranteeing supply, guaranteeing quality of supply and
environmental quality.
2. Improving the efficiency of support processes, including the management of human
resources, technological innovations and R&D+I, communications and remote control,
infrastructure security, quality management systems, financial and risk management.
3. Maintaining a competitive and strategic position, taking advantage of the capacities of
our companies, existing synergies and accumulated knowledge, and promoting the
maximisation of corporate resources.
4. Seeking out excellence in our relationships with customers and employees.
5. Underpinning the function of corporate social responsibility inherent in our dedication
to society and to sustainable development.
WC
Guarantee WATER CYCLE
management
SP
5 CORE LINES
OF ACTION
• We align our operations with innovation, research and development, systematically
incorporating new technologies within production, control and administrative
processes.
• We foster the capacity and skills of the employees of the Group companies,
encouraging their professional development and placing particular emphasis on the
working environment.
CS
CE
CS
Improve the efficiency of
SUPPORT PROCESSES
Maintain a COMPETITIVE AND
STRATEGIC position
Seek excellence in CUSTOMER AND
EMPLOYEE RELATIONS
Strengthen the role of CORPORATE SOCIAL
RESPONSIBILITY
2. Canal Gestión Group: geared towards tackling the water management challenge • 37
2.2.2. Strategy and objectives of Group companies in Latin America
The parent company of the Canal Gestión Group in Latin America, Inassa, has the following
mission, vision and corporate values:
• Mission: to offer integrated and innovative consultancy services, technical assistance
and IT solutions that are adapted to the needs of customers in the public utility sector
through a highly qualified team of professionals and by applying quality standards to
generate value for our stakeholders.
• Vision: in 2014, Inassa will have customers who are highly satisfied with the quality of
our products and services, thus reflecting the recognition of the company within the
field of consultancy and IT solutions for the public utility sector in Latin America.
• Corporate values: a service attitude, flexibility, an innovative approach and commitment.
During 2012 and with support from our various investee companies in Spain, Canal Gestión's
various divisions have continued implementing plans intended to improve the efficiency of
our corporate targets for the period 2010-2015. Through their implementation we aim to
achieve the following specific objectives:
In 2012, Inassa embarked on a period of transition in which it was decided to design and
implement a Strategic Planning process. The strategic targets defined by the company to be
achieved by the end of 2013 are as follows:
1. Increase the number of Group businesses in the Latin American and Caribbean market.
2. Consolidate Inassa as the Group’s holding company in Latin America.
1. Reduce the percentage of water not accounted for (leaks and fraud).
3. Increase satisfaction among our stakeholders.
2. Reduce the number of breakages in the supply network.
4. Position the Inassa Group as an expert in terms of the entire integrated water cycle,
sanitation, commercial management, payment collection and engineering in Latin
America and the Caribbean.
3. Achieve 100% zoning in our supply network.
4. Implement new technologies in sewerage management processes.
5. Develop all actions included in the National Water Quality Plan for the Autonomous
Region of Madrid by the 2015 deadline.
6. Improve supervision of and compliance with discharge authorisations from our waste
water treatment plants.
7. Implement tele-control at all our waste water treatment plants.
8. Extend the supply of reclaimed water for re-use within the Autonomous Region of Madrid.
9. Comply with the annual budgets approved by management teams.
10. Implement Sanitation Plans to prevent risks in supply.
The other Latin American companies in the Canal Gestión Group have defined their mission,
vision and values through strategies and targets that are in line with those of Inassa. Further
information on said targets can be found at:
Triple A Barranquilla:
http://www.aaa.com.co/
Recaudos y Tributos:
http://www.recaudosytributos.com/
Metroagua:
http://www.metroagua.com.co/wordpress/?page_id=6
Amagua:
http://www.Amagua.com/index.php/leytransparencia/ley-de-transparencia
From the progress made in 2012, it is worth highlighting that Triple A de Barranquilla
carried out a number of internal conferences aimed at defining its Strategic Direction to
2015. The result was the establishment of a new map of targets, indicators and goals for
the organisation to maximise company value while maintaining an overarching focus on
being a responsible, sustainable and competitive company. The following 15 strategic
targets were defined by this exercise:
Strategic Targets for Triple A (2012-2015)
PERSPECTIVE
Administrative and financial
Customers
Processes
• Perform our mission as efficiently as possible as the providers of basic social services,
dealing with the challenges and opportunities of the future: to be efficient and
financially solvent water management companies.
• Develop the socio-economic and environmental context within which our companies
perform their mission, achieving daily improvements in our performance and
operations in terms of environmental management, fostering through our activities
the economic development in the geographic areas where we provide services and
responding to the demands and concerns of the surrounding society.
STRATEGIC TARGET
F1.
Optimise cost and expenditure management
F2.
Consolidate the financial structure
F3.
Strengthen financial confidence and credibility
C1.
Improve the level of customer satisfaction
C2.
Ensure the implementation of new businesses
C3.
Consolidate the position of Triple A in the community served
P1.
Optimise processes by seeking operational efficiency and support in the Integrated
Management System (pipelines, sewers and cleaning)
P2.
Improve the infrastructure of Triple A, ensuring pipeline quality and continuity of service
P3.
Maintain effectiveness of the customer and communication management process
P4.
Strengthen relations with mayor’s offices, departmental governments, national
governments and regulators
A1.
Enhance expertise among the talent of Triple A
A2.
Strengthen the culture surrounding SISOMA, quality and CSR
A3.
Guarantee an integrated, flexible, functional and secure technology platform that
supports the needs and growth of Triple A
Triple A talent
A4.
Position the organisational culture of Triple A, supported by strengthened internal
communication
A5.
Strengthen the culture of belonging and commitment to Triple A
• Respond to the expectations of our stakeholders, in particular those allowing us
to perform our mission: our customers (and users), shareholders, suppliers and
employees.
Fulfil
our
mission
1
Canal Gestión’s
commitments to its
environment and
stakeholders
• Efficiently manage water resources, thus
guaranteeing water supply to the entire population
in the areas where we operate.
• Grow sustainably within our sector and in those
services with links to integrated water cycle
management.
• Be solvent and profitable companies for our
shareholders.
2
Enhance
and protect
our
environment
• Protect and improve environmental conditions in
the areas where we operate.
• Foster economic and technological development in
the regions and countries where we operate.
• Respond to the needs and concerns of society.
3
• Guarantee good corporate governance to our
shareholders.
Respond
to the needs
of our business
«partners»
• A management focus on customer and user
satisfaction.
• Mutual trust and respect with our suppliers.
• Enhance the personal and professional development
of our people (employees).
Lastly, AAA Dominicana set itself a number of objectives for 2012, including in particular an
increase in collection rates to 90% and compliance with the fundamental financial parameters
in order to guarantee the company's future sustainability.
2.2.3. Our commitments
In order to accomplish our mission, the Canal Gestión Group implements the following policies
and commitments that enable us to remain true to our corporate values:
Specific commitments to our stakeholders
In accordance with the aims described above, the actions of our companies in Spain
and Latin America in the field of corporate social responsibility aim to return to society
as a whole the product of its efforts, beyond the provision of a reliable, quality service,
through specific actions in the fields of education, culture, leisure, sport, social action,
support for economic development, solidarity, innovation and environmental protection.
In line with this objective, the Canal Gestión Group established 12 commitments in 2006
which represent the basis of our operations in terms of corporate social responsibility:
12. Report regularly on the results of our actions and the extent to which we have fulfilled
our commitments, on a responsible and transparent basis.
1. Respond to and, where applicable, support the concerns of the various groups with
which we interact in order to improve quality of life, in particular of those belonging
to more underprivileged groups and those at risk of social exclusion.
Internal policies for meeting our commitments
Each of the companies in the Canal Gestión Group has internal policies that seek to
ensure we meet our commitments. Among them can be highlighted our quality and
environment policies and our occupational health and safety policies (referred to as
‘OHS’ in Spain and ‘SySO’ in Latin America = OHS in English).
2. Make progress in the integration of environmental aspects within our corporate
strategies and objectives, prioritising those initiatives which make more efficient use of
resources and minimising the environmental impact of the activities of our companies.
The companies in the Canal Gestión Group have thus implemented or are in the process
of implementing and certifying a number of management quality systems according
to ISO 9001 standards, environmental management systems according to ISO 14001
standards and occupational health and safety management systems according to
various different standards, including BS OHSAS 18001:2007.
3. Promote actions contributing to economic and social development in the geographic
areas in which our Business Group has a presence, through investment in and creation
of infrastructure to facilitate economic growth and job creation.
4. Focus our actions on the customer, through an awareness of customer expectations,
developing our relationships and establishing new products and services to foster a
rational use of water and social action.
Certified Quality, Environment and OHS* Management Systems
5. Invest in our people, in their abilities and potential, through training, health and safety
at work, support for equal opportunities, the guarantee of non-discrimination and a
balance between professional and family life.
Company / Country
Type of System
SPAIN
Quality
Environment
OHS
ISO 9001:2008
ISO 14001:2004
OHSAS 18001:2007
6. Enhance the relationship of trust and mutual respect with our providers and
contractors, promoting good social and environmental practice at their organisations.
Aguas de Alcalá UTE
ISO 9001:2008
ISO 14001:2004
OHSAS 18001:2007
Hispanagua
ISO 9001:2008
ISO 14001:2004
OHSAS 18001:2007
ISO 9001:2008
ISO 14001:2004
-
ISO 9001:2008
-
-
COLOMBIA
Quality
Environment
OHS
Inassa
ISO 9001:2008
-
-
8. Encourage a culture of responsible water use among citizens in Spain and in the Latin
American countries where we operate, from schools to businesses and local councils,
as a contribution towards sustainable development.
Triple A
ISO 9001:2008
UNDER WAY**
OHSAS 18001:2007
Recaudos y Tributos (R&T)
ISO 9001:2008
-
-
Metroagua
ISO 9001:2008
-
-
9. Drive forward innovation and research as an engine for improvements in all our
processes so as to offer society a better service.
ECUADOR
Quality
Environment
OHS
Amagua
ISO 9001:2008
-
-
DOMINICAN REPUBLIC
Quality
Environment
OHS
AAA Dominicana
ISO 9001:2008
-
-
Coverage (% of aggregate turnover)
100
93.72
93.21
7. Foster culture, sporting and leisure pursuits by organising and sponsoring events,
making some of our facilities available for use by other organisations and preserving
and protecting the historical heritage of our companies.
10. Contribute our technical, human and economic potential on development aid projects
in order to provide a rapid response to situations of humanitarian emergency in those
fields where we have expertise.
* Occupational Health and Safety.
** Implementation is expected to conclude in 2013 and certification should take place in 2014.
11. Participate in and support initiatives at institutional, national and international levels
to encourage sustainable development within those geographical areas where we
operate.
In recent years, the Group has made progress on the implementation of quality systems,
environmental management systems and OHS systems. Every company in the Group
(representing 100% of turnover) has a quality management system certified according to
ISO 9001 standards.
The five companies more intensively involved in environmental issues have environmental
management systems (implemented or undergoing implementation) certified according
to ISO 14001 standards. The activity of these companies represents 93.72% of Group
turnover.
Finally, the companies in the Group have recently begun to implement management
systems certified according to OSHAS 18001 standards. At the present time, four Group
companies have this type of system in place (three certified) and the activity of these
companies accounts for 93.21% of aggregate turnover.
2.3. Our activity in terms of efficient resource management
Our main commitment and our greatest responsibility as a Group is to undertake the provision
of public water supply and sanitation services to all inhabitants of the regions where we operate
in an efficient manner. The sustainable management of water as a limited resource, optimising
its use for supply and ensuring compatibility with other social, economic and environmental
interests, is therefore the basis for everything we do.
2.3.1. Spain: seeking alternatives to fulfil our responsibility
In order to guarantee the present and future water supply of all customers, Canal Gestión
has established lines of action aimed at increasing the availability of water resources and
expanding the flexibility of the system.
New infrastructure to gain additional resources
Within the field of supply, our aim is to secure new resources that make it possible for us to
mitigate the effect of the decline in natural inflows, while also putting in place facilities that
allow us to operate with sufficient flexibility from the various sources of alternative supply
that we have available.
Over recent years Canal Gestión has therefore dedicated considerable efforts to
consolidating the concession of 220 million cubic metres from the River Alberche. However,
this volume has forced us to strengthen the capacity of major strategic infrastructure
facilities within our supply system, such as:
• Doubling the capacity of the Valmayor drinking water treatment plant, which entered
service in 2012
• Expansion and improvement of drinking water treatment processes in Majadahonda
• Construction of the Second Distribution Ring, also dubbed the «Water M-50».
Furthermore, by constructing the Second Ring, along with the branches interconnecting the
current strategic network and the Vallecas and El Viso regulation tanks, we will guarantee
supply to new areas of consumption.
Over recent years we have also expanded our capacity to obtain additional resources
through the exploitation of groundwater - a strategic reserve in times of drought. Particular
mention should be made in this regard of the construction and connection to our networks
of the Guadarrama Well Field, made up of 28 wells, many of which have entered service.
Work is being performed on the others in terms of equipment and electrification in order to
achieve the planned peak capacity of 30 million cubic metres per year in operation.
Finally, our new El Tajo DWTP has been operative since 2010 and, thanks to cutting-edge
technology, enables us to offer additional resources from the River Tagus to the people
of Madrid. In this regard, construction works were awarded in late 2012 for a conduit
that will enable the DWTP to take water from the Almoguera-Algodor conduit, which will
noticeably improve the quality of the raw water treated at the plant.
All these measures enable improved communication between the various supply systems
in the Autonomous Region of Madrid, increasing system operation flexibility and our
capacity to increase the water availability guarantee for users.
Sanitation initiatives
Sanitation initiatives are vital in order to preserve the quality of resources following use
and so maintain the ecological quality of the Autonomous Region of Madrid's rivers.
In the treatment of waste water, following on from the investment of 49.98 million euros
in 2010 and 52.23 in 2011, during 2012 we invested 45.12 million euros in the execution,
expansion and improvement of a number of WWTPs within the Autonomous Region of
Madrid. These include, in particular, the following:
• Start of operations at the Arroyo de Quiñones WWTP in San Sebastián de los Reyes
(12.6 million euros invested and 172,000 equivalent inhabitants in design).
• Espartal WWTP in El Vellón (1.4 million euros invested and 446 equivalent inhabitants in
design).
• Robledillo de la Jara WWTP (1.4 million euros invested and 1,750 equivalent inhabitants
in design).
• Berzosa del Lozoya WWTP (1.5 million euros invested and 1,554 equivalent inhabitants
in design).
With the start of operations at these plants, the number of WWTP operated by Canal
Gestión rose to 154 by the end of 2012.
Artificial Aquifer Recharge Plan
The aim of the Artificial Aquifer Recharge Plan is, following on from the required research
and feasibility analysis, to recharge up to 40 cubic hectometres per year of water into
Madrid's tertiary detritic aquifer in years when rivers experience a considerable inflow.
Canal Gestión began studies in 2002 to apply artificial recharge technology in an efficient
manner in order to achieve the project's objectives. In 2010, the Tagus Water Basin
Confederation granted the permits required for three experimental tests to be performed
located in the main groundwater extraction zones managed by our company.
Tests began in late 2010, with completion scheduled for 2013. The three artificial recharge
cycles have been completed with positive outcomes, and recharge pumping has begun
on the extracted water at one of the plants. If the remaining tests confirm the viability of
applying this technique, authorisation for artificial recharging will be requested from the
Water Authority to apply the process in the other wells operated by Canal Gestión on this
aquifer, with the aim of achieving the established target.
Furthermore, the work on expanding the Campo Real WWTP reached their conclusion in
2012, from which should be highlighted not so much the flow (capacity has risen from
1,230 to 2,460 cubic metres per day) but rather the contamination load it is capable of
treating in an area with abundant industry (biological capacity has been increased fourfold in terms of equivalent inhabitants, from 6,000 to 23,000).
Canal Gestión continued its efforts on the Nutrient Elimination Plan (nitrogen and
phosphorus) in 2012, which is aimed at meeting the requirements of the Water Framework
Directive for the end of 2015. This plan forms part of the National Water Quality Plan.
Re-use plan
The regeneration of waste water for subsequent re-use is one of our major future
challenges. Regeneration will allow us to obtain a considerable volume of water for
certain uses not connected with the supply of water for human consumption, but which
nonetheless today represent a substantial proportion of demand: irrigation of public parks
and gardens, golf courses, street cleaning, and even some industrial uses. Increased use of
reclaimed water will serve to reduce the pressure on the resources stored in our reservoirs,
thereby resulting in more rational and sustainable management.
Our Re-use Plan will involve an investment of 431 million euros in the production and
transportation of reclaimed water (including operational rights over Madrid City Council's
reclaimed water networks and facilities).
By means of this Plan, the Autonomous Region of Madrid aims to achieve its goal of reusing as much as 70 cubic hectometres of water per year, 13.33% of the water channelled
for consumption, through the construction of 33 tertiary treatment facilities (plus three
expansion projects) and 1,031 kilometres of pipelines to serve 47 municipalities, with
2,500,000 inhabitants benefiting. The re-use initiatives implemented by the end of 2012
included:
• Construction of 23 tertiary treatment facilities (and one expansion programme), with
a capacity of 169,508 cubic metres of reclaimed water per day. To these plants can be
added the four built by Madrid City Council, three of them in production and one still
undergoing start-up.
The volume of reclaimed water produced at the plants managed by Canal de Isabel II
Gestión for re-use amounted to 9.77 million cubic metres in 2012. This figure
represents an increase of 484% in terms of reclaimed water output over the past six
years (2007-2012).
Volume of reclaimed water produced by CANAL DE Isabel II Gestión 2007-2012 (thousand cubic metres)
2007
2008
2009
• The construction of more than 142 kilometres of pipeline network and 19 storage
tanks. These pipes are in addition to an extra 82.7 kilometres of the Madrid City Council
re-use network managed by Canal and the 23 tanks on said network.
2010
• Agreements were signed with a total of 47 municipalities and with the main water
consumer in the region - the Holman Paper mill in Fuenlabrada.
2012
2011
2,020
6,185
6,224
6,817
9,079
9,770
• Agreements have been signed with the 16 largest golf courses in the region, which
have now joined the Plan. It is expected that a total of 21 courses will be supplied with
reclaimed water by the time the plan reaches its conclusion.
A total of 30 new parks were added over the course of 2012, which represent the
irrigation of 104 new hectares with rreclaimed water. Thus, Canal Gestión was providing
reclaimed water to 124 parks in the region by the end of the year. Furthermore, a reverse
osmosis plant began operating in 2012 to produce up to 4.5 cubic hectometres of
reclaimed water per year (to be used by the company Holmen Paper).
With a view to 2014, Canal Gestión plans to supply reclaimed water to more than 250
parks and gardens in the region, covering a total irrigated area of 1,230 hectares.
During the initial stage, efforts are being made to create distribution systems with 100%
coverage in the municipalities where the service is provided. Plans are also in place to
provide the service in municipalities in the south of the Atlántico Department.
Furthermore, work is being done to increase coverage of basic sanitation services by
implementing the Sanitation and Effluent Handling Plans (Spanish acronym: PSMV).
Over recent years, an investment of 35 million dollars has been made on works to
clean up the distribution system in the city of Barranquilla through the installation of
interceptors, pumping stations, primary treatment of waste water and a subfluvial outlet
with a capacity of up to three cubic metres per second that will enter service in 2013.
2.3.2. Colombia: increased coverage and planning the future
The greater rainfall (excessive at certain times, such as in 2010) and the existence of
abundant resources mean it is far easier in the Republic of Colombia to achieve supply
guarantee than it is in Spain. However, access to supply sources and the search for
alternative solutions are also a priority for the Canal de Isabel II Gestión Business Group in
this country.
Initiatives by Triple A Barranquilla
Since its incorporation twenty years ago, Triple A has been contributing to social,
economic and environmental development in the Atlántico Department of Colombia. In
order to cooperate on the Millennium Development Goals, the company is working with
various bodies of the Government of Colombia on increasing coverage for drinking water
and basic sanitation services.
In the municipality of Soledad, the second-largest in the area receiving service, work
continued in 2012 on the construction of collectors, interceptors and pumping stations
that, when the project has finished, will directly benefit more than 500,000 people.
Initiatives by Metroagua
Unlike Barranquilla, the city of Santa Marta (Colombia) that is supplied by Metroagua
does experience drought situations and a lack of resources with increasing frequency.
For that reason, it is particularly noteworthy that in 2012 the company and the District
of Santa Marta drafted and approved the «Santa Marta Water Supply and Sewerage
Service Overhaul Plan». A large part of the work contained in this Plan is already under
way by the company in anticipation of its approval as part of the management plans
that the company drafts and implements every year. The following can be highlighted
from among the work included in the Plan:
• Master Water Pipeline Plan: the plan drafted in 1997 was reviewed and updated in 2012
according to city growth and to changes in the technical and regional regulations of
the city while also considering that a large part of the works contained in the previous
plan had already been carried out with resources allocated to the plan or third party
resources.
Furthermore, designs were drafted or revised for two projects to expand water supply
and sewerage infrastructure in two important sectors of expansion in the city.
• New infrastructure to increase capacity: in line with the afore-mentioned Master Plan,
the company has drafted the design and undertaken the technical management
of projects to increase the installed capacity of its components; optimisation,
improvement, expansion and construction projects for new collections, inflow,
treatment, supply and distribution infrastructure. Similarly, updates were made to the
designs for an important project to increase production capacity and thus increase
the supply from the system, including an increase in coverage. This project consists of
building a new DWTP with a capacity of 400 litres per second.
• Diagnosis, assessment of alternatives and detailed designs for the new sources of
water supply for Santa Marta: due to the concerns of Metroagua to ensure sources
of supply to the city with a time horizon of no less than 50 years, work continued
in 2012 to enhance efforts undertaken with local universities (such as the University
of Magdalena), the Ministry of Housing, City and Territory, and the National Royalty
System, among others. The goal is to obtain the necessary resources for drafting the
studies, plans and works needed to guarantee future supply for the city.
Finally, designs were drawn up for the construction of four deep wells to strengthen the
water supply system in the city as part of the water supply improvement plan.
2.3.3. Ecuador: seeking alternatives for the future
In Ecuador, Amagua is also committed to projects aimed at ensuring future supply. Hence,
the company has been working in recent years on such initiatives as:
• Development of Drinking Water Master Plans that include forecasting future
requirements from the system in light of rapid population growth and consumption
growth in the sector for the next 20 years. These plans define the steps to be taken,
such as the installation of a re-pumping station, expansion of the main supply network,
the construction of a new DWTP and/or negotiations for increased purchase of water at
height.
• Designs for the construction of two new DWTP owned by Amagua; one for
Samborondón and another for Daule.
• Increased drinking water metering points via tele-control in order to have greater
control coverage in the sector.
• Study to reform the drinking water tariff based on a structure of incrementing prices
per block (GDP) that would enable excessive water consumption to be discouraged.
Furthermore, Amagua has made significant progress in terms of regenerating treated
waste water for re-use. Seven aerobic treatment plants are currently fitted to re-use or
employ treated effluent for the irrigation of parks and gardens. Tertiary treatment units
(active carbon filters, sand and UV disinfection) have been implemented for the use of
water for irrigation. The company regenerated more than 2.6 million cubic metres of
waste water in 2012.
2.3.4. Seeking the cooperation of all
It is down to all of us to give water the importance it deserves. This means that all citizens
must at all times take care of this scarce resource. Awareness across society in terms of
making intelligent and sustainable use of water is one of our company's prime aims.
Communication and advertising campaigns
In Spain, the communication campaigns of Canal de Isabel II Gestión and Aguas de Alcalá
UTE are ongoing and their high level of public impact has made Madrid one of the most
successful regions in terms of reducing water consumption over recent years.
The message of the communication actions undertaken in 2012 may be summarised in
the form of the closing words of our advertising "We cannot make more water, but we
can make more savings", the idea being to put across the message that through the
efforts of each and every citizen of Madrid we can achieve efficient water usage. This year,
the company decided to broaden its awareness campaign by sending posters, leaflets and
stickers with saving advice to the network of hospital centres in the region, as well as to
schools throughout the Autonomous Region of Madrid and to citizen and customer service
centres (further information at: www.sumatealretodelagua.com).
In Colombia, Triple A has an Efficient Water Use Programme based on the need to preserve
resources, optimise use and save water in light of increasing scarcity. In order to make
more efficient use of the water in each activity to be undertaken and to streamline
consumption according to the quantity required, the programme defines a number of
initiatives that include campaigns to raise awareness on saving water.
One of the initiatives in the programme relates to the water awareness campaign carried
out in 2011 and 2012. This campaign was aimed at informing the community, users and
employees about the importance of water for providing the service and its conservation
through responsible behaviour by users. The following can be highlighted from among the
objectives for 2012 set by the campaign:
• Inform and raise awareness among 5,000 employees at commercial and industrial
companies in the city of Barranquilla and the municipality of Soledad through the Water
Awareness campaign.
• Present the efficient use of water to users as a way to avoid losses and reduce high
consumption.
• Incentivise participating users for them to implement a citizenship culture model in
terms of efficient water use.
In Santa Marta (Colombia), Metroagua carries out awareness campaigns through
advertising strategies that aim a more dynamic, clear and transparent identity that
includes environmental awareness.
To this end, Metroagua is carrying out campaigns to enhance institutional positioning and
raise awareness on water saving, looking after drains and recognising the importance
of the submarine outlet as a means to treat waste water through dilution. Similarly,
campaigns have been designed for the District Mayor’s Office on the care of existing
rainwater channels. These campaigns are carried out through the media, street-side
advertising, billboards, bus stops, company headquarters and other activities.
Also in Spain, Canal Gestión and Aguas de Alcalá UTE organise children’s drawing and
painting contests to bring children and young people closer to the world of water
management. On 22 March, to mark World Water Day, Canal de Isabel II organised its
Children's Painting Contest on the theme ‘Water and You’, to foster a greater sense of
efficient and rational water use among the youngest citizens.
In 2012 (the second time this contest has been held), more than 700 youngsters aged
between 8 and 16 from throughout the region took part. There was also an exhibition
featuring selected drawings, while there was a prize-giving ceremony for the winners at
the Plaza de Castilla Water Tower. Each entrant received a diploma acknowledging their
involvement, while the selected artists were given a catalogue featuring the drawings
exhibited.
The 1st District Water Forum was held in Santa Marta, which was attended by education
institutions in the District of Santa Marta, schools, the Joint Action Councils and councillors
at an event that presented strategies designed by students aimed at looking after water
resources and using them rationally. A competition was organised to select the best
experiences and foster involvement, by the winners, in various education environments.
In Ecuador, Amagua also carries out awareness campaigns that are focused on the
rational use of water through savings advice and recommendations on how to avoid bad
consumption practices and tipping into the sewer networks. This action is undertaken
through advertising leaflets, the reverse side of bills and the website.
Education programmes on efficient water use
In turn, Aguas de Alcalá UTE also marked World Water Day by organising a similar contest.
In 2012, the Aguas de Alcalá International Children’s Drawing Contest was given the
slogan «Water, the clearest luxury», thus drawing attention to various issues related
to both the characteristics of the resource itself and its management. A total of 1,003
drawings were entered in the contest in 2012.
In Colombia, Triple A and the Triple A Foundation are two of the most active members of
the Group as regards communication, awareness and environmental education.
Unlike the work done by other companies in the Group, their educational activity is aimed
at integrating youngsters and other members of the community. The work covers various
issues related to looking after the city (street cleaning and waste management). In 2012,
the most significant environmental education activities carried out by Triple A were:
In Spain, Canal de Isabel II Gestión maintains its commitment to contribute to the education
of young people in the Autonomous Region of Madrid and does so through CanalEduca,
an education programme that has been running for more than two decades that develops
an extensive programme comprised of various groups of initiatives. Although they were
initially designed as an educational resource to tackle the issue of water from a global and
environmental perspective so as to arouse the interest of children in water and caring for
this resource, the content has become more diversified over the course of the years in order
to foster the values of solidarity, commitment, coexistence, dialogue and integration in
school-children.
During the 2011-2012 academic year, CanalEduca offered students, teachers and any
individuals, groups or institutions with an interest in the world of water and the environment
a broad spectrum of educational resources, teaching materials and activities suitable for
different levels of involvement on the part of the participants, developing a programme of
activities divided into three major sections: «Water, the Canal which unites us’, ‘Face-to-face:
encounters with science and culture’ and the ‘Water Olympics». (Further information on our
education programmes can be found at: www.canaleduca.com).
• The «Heirs of the Planet» Programme: an environmental education programme
aimed at boys and girls in vulnerable communities in south-west Barranquilla and
the municipalities of Tubará and Galapa. The programme was taught at the schools
they attend. It aims to stimulate a citizen culture, environmental awareness, a proper
use of natural resources and personal development through recreational-educational
strategies that generate environmental awareness, stimulate leadership in those
taking part, team work, proper inter-personal relationships and develop effective
communication skills.
• Environment Classes: this programme, led by the Triple A Foundation with support
from the Autonomous Region of Madrid, certifies mothers as experts in agriculture
and fishing and ecology. They also receive training in crafts, fish farming and fruit
processing. As regards efforts focused on children, thousands of primary and
secondary school children benefit every tear from these classes, through training
in environmental education and in production processes aimed at preserving and
conserving the environment.
• «Enjoy a Clean Barranquilla»: In partnership with the District of Barranquilla, Triple A
began work in 2011, which continued in 2012, on this citizen culture strategy that
seeks to raise public awareness on the importance of keeping the city free of rubbish,
thus fostering a personal responsibility for urban cleanliness.
Schools take part in the campaign in order to generate a commitment to the treatment of
solid waste is various environments and large-scale campaigns are carried out to spread
practices of citizen culture, raising awareness among hundreds of thousands of people.
Triple A is also developing a number of initiatives aimed at specific groups, such as
journalists, staff of companies in the region and customers.
Metroagua in Santa Marta (Colombia) has environmental and social education programmes,
the objectives of which include raising awareness in local children and young people
about caring for water and their environment, and marine and terrestrial environmental
conservation. Similarly, they are taught about the processes to produce the drinking water
that is distributed throughout the city and the treatment of waste water through the
submarine outlet. All this is carried out through age-based recreational activities that seek to
raise awareness in the population on the efficient use of these services.
• The 1st District Water Forum was held in Santa Marta in 2012, which was attended by
education institutions in the District of Santa Marta, schools, the Joint Action Councils
and councillors at an event that presented strategies designed by students aimed at
looking after water resources and using them rationally. A competition was organised
to select the best experiences and foster social involvement, by the winners, at various
education centres.
Furthermore, Metroagua and its foundation also carried out other important education
activities in 2012 that included:
• Degree Programmes in Sectors 5 & 8 of Santa Marta: in partnership with the
University of Magdalena, two specialised courses were organised on «Social and
Community Participation» and «Conflict Resolution». The course taught and graduated
one hundred community leaders (including young people, mothers and members of
the JAC Community Action Councils (JAC) and the Local Administration Councils (JAL)).
• A campaign focused on the Millennium Development Goals: its objective was to
create a space for vulnerable families in the city to interact and raise awareness on
the 8th Millennium Development Goal (Environmental Protection). To that end, a
series of activities were organised that included educational discussion groups, city
clean-up days, leisure days, training on caring for the environment and door-to-door
awareness campaigns.
• A training and instruction programme for leaders: this programme was launched
in 2011 and continued in 2012 with active participation from more than 40 leaders
at five workshops on social administration, social and community communication
channels, project design and execution, leadership and social skills, and community
management.
In Ecuador, Amagua continued its programme of talks in schools in Samborondón in 2012.
Gestión Group to its customers. These types of action can sometimes jeopardise supply
to certain areas and are often carried out in such a way that means those responsible
for the fraudulent activity do not make rational use of the water they take. In response,
the companies in the Canal Gestión Group have specific departments and experts
engaged in combating such activity.
The «No need to water today» initiative
On 22 March 2007, to mark World Water Day, the Autonomous Region of Madrid and
Canal de Isabel II launched the «No need to water today» campaign. This was the slogan
adopted for Canal Gestión's plan to encourage smart water use in parks and gardens by
issuing daily recommendations on irrigation needs in the region.
The options available to each company vary according to the legislation in each country
and the regulations that govern the provision of their services. Some companies have
the power to issue fines or bring legal action while others can only take operational
action (cutting off the water supply).
Activities aimed at raising awareness are being carried out through messages issued
daily by Canal Gestión on its website (www.canalgestion.es), the media, messages to
mobile phones, on Canal Gestión's freephone line (900 365 365) and on Canal Gestión’s
municipal portal for local councils, as well as e-mails to the different municipalities.
Canal de Isabel II Gestión has a specific department engaged in combating fraud. The
task of fraud detection involves a number of different stages, the end result of which
leads to the majority of cases being reported to the Judicial Authorities as such activity is
considered to fall under Chapter VI of the Criminal Code on «fraudulent activity».
2.3.5. Combating water fraud and irregularities
In other cases, preventative steps are taken on uncontracted supplies in order to
prevent the illegal use thereof by third parties. Finally, certain cases are passed to other
areas of Canal Gestión when the special characteristics thereof dictate that other action
be taken.
Illegal connections and other such fraudulent or unlawful activities represent a
significant drag every year on the resources made available by the Canal de Isabel II
Over the course of 2011 and 2012, and following the work carried out by the fraud
departments of Canal Gestión and Aguas de Alcalá UTE, the following results have been
achieved in Spain:
STATISTICS ON WATER FRAUD
SPAIN
2011
2012
4,290
6,120
164
148
893,699
685,537
1,275,960
806,892
Number of disciplinary proceedings brought
3,990
5,326
Single connections cut off
2011
2012
966
739
Registered water fraud incidents
Number of notifications received regarding acts potentially constituting some type of fraud
committed against Canal de Isabel II Gestión
Number of fraud cases brought before the courts
Repercussions of registered water fraud
Quantity of water taken (m3)
Monetary value of the fraud (in euros)
Disciplinary Proceedings
Number of single connections cut off or deemed unlawful due to fraud
The results obtained by our companies in Latin America are as follows:
The actions undertaken and the results obtained have enabled the fundamental objective in
2012 to be achieved: to formalise hundreds of new contracts aimed at avoiding fraud and to
legalise the activity concerned by establishing the pertinent supply contracts.
IRREGULARITIES AND WATER FRAUD INCIDENTS
Triple A
BARRANQUILLA
METROAGUA
AMAGUA
2011
2012
2011
2012
2011
2012
Number of notifications received regarding
acts potentially constituting some type of
fraud or irregularity
18,281
43,983
423
459
53
68
Number of irregularities and fraud incidents
detected
10,089
6,744
-
-
-
-
Quantity of water taken (m3)
130,318
319,666
174,410
96,109
Monetary value of the fraud (in euros)
504,307
88,989
48,866
49,496
8,683
2,486
589
319
Registered fraud incidents
Repercussions of registered water
fraud
2.3.6. Efficiency as a priority
Besides the activity aimed at obtaining more water resources and optimising the
consumption thereof, a priority for the Canal de Isabel II Gestión Business Group is to
adopt internal actions allowing us to manage water more efficiently across the distribution
network, and to reduce and control the leaks registered in the distribution system and
connections, as well as breakages.
NETWORK RENEWAL
Unavailable
(a fine is issued)
SPAIN
Disciplinary Proceedings
Number of disciplinary proceedings brought
53
68
Single connections cut off
Number of supplies cut off (connections
deemed unlawful or sealed) due to
irregularities or water fraud
4,838
2,943
741
425
53
68
Latin America
Group Total
2011
2012
2011
2012
2011
2012
Length of the network (in kilometres
as at 31 December)
16,291
17,559
4,089
4,157
20,380
21,716
Kilometres of network renewed per
year
144.00
129.02
43.00
41.72
187.00
170.74
Renewal index (% renewed of total
networks)
0.88
0.73
1.05
1.00
0.92
0.79
The policy of renewing and improving the distribution network managed by the companies
in the Group, which currently amounts to almost 1% of the networks, aims to cut water
losses through leaks and breakages to a minimum while reducing damage to third parties as
a result of flooding.
The efforts applied have led to an improvement in the breakage indicators over the past two
years with a reduction 6.61% in pipelines. However, the number of connection breakages
has risen slightly, mainly due to improved control by our companies in Colombia and
Ecuador.
Canal de Isabel II Gestión Zoning Plan
Canal de Isabel II
Gestión
Zoning
P
Canal
de Isabel II
Gestión
Our constant concern with improving service
guarantees has inevitably led us to develop a
more closely interlinked distribution network,
full of additional connections to guarantee
throughout this period that, despite any
possible breakages, water reaches its
destination. However, the growing complexity
DISTRIBUTION NETWORK FAULT STATISTICS
INDICATOR
SPAIN
2011
of this meshwork makes it desirable to divide
colombia
2012
2011
2012
ecuador
2011
the network into smaller sections (or zones)
total
2012
2011
2012
ZONING process.
Length of the network
(in kilometres as at 31
December)
16,291
17,559
3,827
3,896
261
261
20,380
21,716
Number of breakages
per year in the network
3,046
2,776
7,463
7,679
-
3
10,509
10,458
0.19
0.16
1.95
1.97
-
0.01
0.52
0.48
Number of connections
(at 31 December)
653,597
663,174
486,185
498,622
22,687
26,487
1,162,469
1,188,283
Number of breakages in
connections per year
8,229
8,076
23,834
25,646
240
626
32,303
34,348
Breakage index per 100
connections
1.26
1.22
4.90
5.14
1.06
2.36
1.06
2.36
Breakage index per
kilometre
to improve administration, in other words a
In Spain, Canal de Isabel II Gestión, Hispanagua and Aguas de Alcalá UTE maintain
close collaboration with the local councils to coordinate their activity with the public
works undertaken by the various service companies, such as «road surfacing» and
neighbourhood rehabilitation plans. In 2012, the breakage index on the network and in
connections posted slightly lower figures than in previous years.
In addition to these efforts, Canal Gestión's Corporate Objectives for 2010-2015 also
include three specific objectives focused on improving the efficiency of our networks:
The Zoning Plan is one of the most ambitious
targets set by the company and has been earmarked
a budget of 28 million euros, with a large number
of departments involved in its implementation. The
plan seeks to divide the network into smaller zones
for greater control of water resources. This will
provide more detailed control, improved operations
and more efficient administration of consumption
and uncontrolled water.
Once designed, the zone must be implemented,
in other words the required actions must be
taken on the ground to isolate and supervise
the zone. This means performing the following
actions: installation and instrumentation
of a flow meter at each inlet point, laying
of additional pipeline sections to increase
transmission capacity, installation of new cutoff valves at the boundaries and zone division
operations to isolate the zone from the rest of
the network.
The true power of zoning, though, lies in the
opportunity for control. For example, when
the zone volume supplied is compared with
the volume recorded at the user connections,
we can directly calculate the volume of
uncontrolled water. This provides us with
valuable information that results in direct
prioritisation of our attempts to seek out leaks
and combat fraud.
Meanwhile, control of pressure at the inlet to
the zones (using pressure regulation valves) to
ensure that the optimum level required by each
zone is maintained at its critical point likewise
offers substantial benefits: reduced volume of
leaks, reduced number of breakages, energy
savings (in areas supplied by pumping stations)
and reduction in pressure oscillations between
day and night (causing reduced pipeline
fatigue).
By the end of 2012, Canal de Isabel II Gestión
had 481 distribution zones implemented
and under control, with more than 684
instrumented metering devices at the inlet
points of the zones. However, we have not
stopped there and we will implement a further
60 new zones in 2013, 100 flow measurement
devices will be installed and monitored, and
the Pressure Management System will be
implemented in an additional 30 zones.
• Objective No. 1 - Reduce water not accounted for
• Objective No. 2 - Reduce the number of breakages in the network
• Objective No. 3 - Establishment and control of zoning on the supply network
In short, a zone is simply an isolated area of
the supply network which has been equipped
with a (tele-controlled) flow metering device at
each inlet point.
In Colombia, the Triple A «Efficient Water Use Programme» includes steps to measure
production at the plants, gather information on the region and its water facilities, measure
consumption, gather information on meter behaviour and establish corrective action for
maintaining and supervising optimised network operation. Based on the results obtained,
the Efficient Use Programme was mainly aimed at the following in 2012:
• Monitor, measure, register and analyse the amount of water captured and supplied
by the systems, identifying parks and gardens, communal areas in buildings, cubic
metres caused by unnoticeable leaks, cubic metres no longer billed due to failures in
compliance with the high-consumption process, etc.
• Undertake maintenance on existing macro-meters in order to generate reliable data
and define zone-based strategies.
• Analyse user consumption in order to identify damaged equipment and perform
reading calibration and precision tests, continue with micro-metering and comply with
the quality guarantee programme, which consists of calibrating the instruments held at
the certified meter laboratory.
• Establish the methodology for carrying out audits on large consumers and proposing
consumption reduction strategies.
• Draft regular reports on investments, billing and revenue. Project costs vs. profit.
This will all be complemented by specific steps, such as repairing visible and invisible
leaks; the constant installation and/or replacement of meters; the investigation of
losses; distribution network zoning (282 installed zones); zone investigation to identify
losses; control of pressure and definition of minimum nocturnal and maximum
consumption; updating network maps; and combating fraud.
Besides all the efforts to improve network efficiency and combat fraud, Metroagua began
to develop the «City Water Pipeline Network Zoning Project: Stage I» in 2012. Through this
project, the company seeks to increase pressure and reduce leaks to thus improve system
operation. It aims to establish zones in the most consolidated urban areas of the city, thus
bringing benefits to more than 133,000 inhabitants.
In Ecuador, Amagua has implemented measures to ensure the efficiency of its networks that
include the following:
• Half-yearly loss or difference reduction programmes in urban areas with values in
excess of +/- 10% and +/- 500 cubic metres between the macro system and the micrometering sum total.
• Continuous inspection of ongoing residential construction processes.
• Tests and controls on the drinking water network prior to reception and interconnection
with the master supply system (supply at height).
• Re-use of waste water for the irrigation of parks and gardens, providing support and
consultancy to new residential development projects.
• Monitoring of pressure at six points on the coverage network via telemetering.
The outcome of all these efficiency measures applied by the Canal de Isabel II Gestión
Business Group is reflected in the available figures on the efficiency of Canal Gestión’s
networks. Thus, real losses in inflow and distribution have been considerably reduced over
the last 10 years, despite a slight increase in 2012.
2.4. Results: what did we achieve in 2012?
WATER LEAK AND IN-HOUSE CONSUMPTION ESTIMATES
Spain*
INDICATOR
Water channelled for
consumption
colombia
ecuador
total
2011
2012
2011
2012
2011
2012
2011
2012
556.83
559.42
232.51
233.91
11.07
12.06
800.42
805.38
Estimate of actual
losses in collection and
distribution
(% of water channelled
for consumption)
6.96
8.08
35.13
36.04
11.76
16.33
15.21
16.32
Hidden distribution
network losses
for consumption)
5.62
6.31
5.88
5.66
11.76
16.33
5.78
6.27
In-house consumption
for consumption)
0.98
0.69
0.13
0.14
4.53
4.86
0.78
0.59
In-house consumption
5.47
3.85
0.31
0.33
0.50
0.59
6.27
4.77
2.4.1. Economic results for the Group
The fact that we are a sound and profitable Business Group means we can guarantee the
provision of our quality services to all our customers at an affordable price.
One of the key commitments of the Canal Group is to constantly enhance the efficiency of its
activities and support processes. Our strategic objectives for the forthcoming years include
the continuous improvement of the financial management in order to be permanently
up-to-date with any changes that may take place in terms of management and with a view
to managing our economic resources both effectively and efficiently to optimise water
management and continuously enhance the quality of the services we provide.
Profit and other economic figures for the Group at the end of 2012
The Canal de Isabel II Gestión Business Group in 2012, posting a consolidated turnover
of 996,103 millions euros (up 7.47% on 2011).
* For Spain, the figures have been calculated for Canal Gestión using data corresponding to the 2010-2011 and 2011-2012 hydrological years.
The high inflow loss figure for Colombia can be explained by the significant rejection that
takes place at the treatment plants in Barranquilla given that the water is taken from the
River Magdalena at its lowest point and has a high percentage of suspended solids that must
be removed.
Canal Gestión's actual loss figures are substantially lower than those published by the
Spanish National Statistics Agency in 2012, which gave an average figure for Spain in the
year 2010 of 17.52% of water channelled for consumption, with the Autonomous Region of
Madrid being the region posting the lowest losses.
The in-house water consumption required to provide a service to all customers of the Canal
Gestión Group throughout the hydrological year 2012 fell by 23.91% on 2011 to stand at
4.77 million cubic metres, 0.59% of the water channelled for consumption by the companies
in the Group.
Key consolidated economic performance figures for the Canal de Isabel II Business Group
2011
2012
Net turnover (thousands of euros)
926,833
996,103
Profit after tax (thousand euros)
142,205
184,493
Equity (thousand euros)
2,206,606
1,932,679
Non-current assets (thousand euros)
4,492,941
4,614,401
Investments* (thousand euros)
560,514
345,588
EBITDA (thousand euros)
313,666
341,593
1,200,014
1,205,170
3.83
3.53
Debt (thousand euros)
Debt ratio / EBITDA
* Aggregated data for all companies in the Group.
Includes 189 million euros for the rights to operate the Madrid City Council re-used water network in 2011.
As a result of a significant increase in revenue for the Group and only moderate growth in
costs, the after-tax result for the financial year 2012 amounts to 184.49 million euros. This
is a 29.74% increase in the consolidated result when compared with 2011. The EBITDA
also rose by 8.90% due to the increased activity in both Spain and Latin America.
The distribution of aggregate revenue and EBITDA per country and activity in 2012 is as
follows:
Percentage distribution per country of aggregate revenue and EBITDA in 2012 for the companies
forming the Canal de Isabel II Gestión Business Group
Percentage of
aggregate revenue
Percentage of
aggregate EBITDA
Spain
79.35
85.80
Republic of Colombia
19.02
13.61
Country
Dominican Republic
0.80
0.32
Republic of Ecuador
0.83
0.27
Total Latin America
20.65
14.20
The level of borrowing (1.21 billion euros at the end of the financial year) is slightly higher
than in 2011 (up 1.57%). This is due to the significant investments made by the companies
in the Canal de Isabel II Gestión Business Group over recent years, which amounted to an
aggregate figure in 2012 of 345.59 million euros.
Income and expenditure
In 2012, aggregate revenue for the companies in the Canal de Isabel II Gestión Business
Group amounted to 1.23 billion euros, with aggregate turnover of 1.08 billion euros. This
figure is 10.5% higher than the figure recorded in 2011.
Trend in aggregate revenue per country of the companies in the Canal de Isabel II Gestión
Business Group (thousand euros)
SPAIN
DOMINICAN
REPUBLIC
Colombia
Ecuador
total
2011
2012
2011
2012
2011
2012
2011
2012
2011
2012
803,398
870,369
157,767
191,542
8,419
8,803
7,778
9,523
977,362
1,080,237
Work
undertaken by
the company on
fixed assets
25,888
77,209
-
-
-
-
-
-
25,888
77,209
Other revenue *
61,112
43,214
8,353
26,117
628
312
17
18
70,110
69,661
890,397
990,792
166,120
217,659
9,047
9,115
7,795
9,541
1,073,359
1,227,107
Net turnover
Total revenue
* Does not include the allocation of financial fixed asset subsidies or other subsidies.
Distribution of aggregate revenue for the Business Group per country in the financial year 2012
17.74%
Colombia
0.78%
Ecuador
Percentage distribution per activity of aggregate revenue and EBITDA in 2012 for the companies
forming the Canal de Isabel II Gestión Business Group
Activity
Percentage of
aggregate revenue
Percentage of
aggregate EBITDA
88.70
94.39
Integrated cycle management support services
1.97
1.44
Electricity generation
2.71
0.70
Waste management and urban cleaning
3.00
2.86
Telecommunications, information technology and consultancy
3.62
0.62
The large differences are due to the enormous weight attributable to the activity carried on
by Canal de Isabel II Gestión in Spain when compared with that of all the other companies in
the Group and to which five providers are engaged in integrated water cycle management
when compared with the companies engaged in other activities.
80.74%
Spain
1.52%
Others
0.74%
Dominican
Republic
Most of the revenue corresponds to activities undertaken by the Group in Spain (80.74%)
and in Colombia (17.74%). Of that, the figures corresponding to Canal de Isabel II Gestión
(75.78%) and Triple A (13.12%) are particularly noteworthy, as between them the two
companies account for 89.99% of total aggregate revenue for the Group.
Distribution of aggregate revenue for the Business Group per activity in the financial year 2012
4.31%
Integrated cycle
support services
7.00%
Other activities
88.70%
Integrated water
cycle
Trend in aggregate expenditure per country of the companies in the Canal de Isabel II Gestión
spain
Colombia
dominican r.
Ecuador
total
2011
2012
2011
2012
2011
2012
2011
2012
2011
2012
Supplies
163,879
179,859
58,699
69,781
402
343
5,062
6,091
228,042
256,074
Labour costs
144,679
129,856
20,066
26,038
2,378
2,628
741
782
167,864
159,304
Provision for
depreciation of
fixed assets
135,221
125,321
13,435
17,181
548
578
249
319
149,453
143,399
7,030
11,003
5,595
10,453
709
-
8
30
13,342
21,486
Provision for
replacement of
infrastructure
108,791
110,219
-
-
-
-
-
-
108,791
110,219
Other operating
costs
172,852
190,853
46,812
42,405
4,087
5,030
1,496
1,707
225,247
239,995
Total expenditure
732,452
747,111
144,607
165,858
8,124
8,579
7,556
8,929
892,740
930,477
Change in traffic
provisions
Distribution of aggregate expenditure for the Group per country in the financial year 2012
17.83%
Colombia
As regards activity, those companies engaged in integrated water cycle management
(Canal de Isabel II Gestión, Aguas de Alcalá UTE, Triple A, Metroagua and Amagua) account
for 88.7% of total aggregate revenue. The companies providing integrated cycle support
services (Hispanagua, AAA Dominicana and R&T) account for 4.31% and the remaining
7% corresponds to other activities (Hidráulica Santillana, CCU, Inassa and the sewerage
activities carried out by Triple A Barranquilla).
Aggregate expenditure for all companies in the Canal Gestión Group in 2012 rose
moderately by 4.23% to an overall aggregate total of 930.47 million euros in 2012.
Noteworthy expenditure growth of 14.4% was posted by the companies in Latin America
due to their growth and increased activity, especially in Colombia.
0.96%
Ecuador
80.29%
Spain
1.88%
Others
0.92%
Dominican
Republic
As regards the distribution of aggregate expenditure per activity, there are no significant
differences to the results in terms of revenue. Those companies engaged in integrated water
cycle management (Canal de Isabel II Gestión, Aguas de Alcalá UTE, Triple A, Metroagua
and Amagua) account for 89.72% of total aggregate expenditure. The companies providing
integrated cycle support services (Hispanagua, AAA Dominicana and R&T) account for 5.05%
and the remaining 5.23% corresponds to other activities (Hidráulica Santillana, CCU, Inassa)
and the sewerage activities carried on by Triple A Barranquilla.
Distribution of aggregate expenditure for the Group per activity in the financial year 2012
5.05%
Integrated cycle
support services
5.23%
Other activities
Labour costs at a Group level fell by 5.1% in 2012. However, the decline is uneven across the
various countries. In Spain, the effect caused by the wage cuts decreed by the Government
of Spain for all public employees has led to a 2.42% reduction in wages and salaries when
compared with 2011.
Trend in aggregate labour costs per country of the companies in the Canal de Isabel II Gestión
spain
Ecuador
total
2011
2012
2011
2012
2011
2012
2011
2012
2011
2012
96,388
14,656
19,630
2,006
2,178
613
477
121,613
118,673
30,398
29,641
2,591
2,984
167
165
38
48
33,194
32,838
Pension fund
contributions
5,741
- 302
349
407
102
105
-
-
6,191
210
Other social costs
4,201
4,129
2,470
3,017
103
180
90
257
6,864
7,583
144,677
129,856
20,066
26,038
2,378
2,628
741
782
167,862
159,304
Social Security
costs paid by the
company
Total wage costs
However, differences do exist in the distribution per expenditure category. While supplies
and labour costs present similar percentages of total expenditure at the companies in
Spain, supplies in Colombia account for a larger percentage while labour costs account for
less of the total.
Dominicanan r.
104,338
Wages and salaries
89.72%
Integrated water cycle
Colombia
In terms of total aggregate labour costs, Spain accounted for 81.51% in 2012 and Latin
America accounted for 18.49%. Those companies engaged in integrated water cycle
management and waste management accounted for 85.19% of said labour costs, while
support services accounted for 11.04% and the other activities undertaken by the Canal de
Isabel II Gestión Business Group accounted for 3.77%.
Distribution comparison of the percentage of total expenditure between the companies in the Group located in Spain and those in Colombia in the financial year 2012
spain
25.5%
Other operating
costs
colombia
24.1%
Supplies
25.6%
Other operating
costs
0.0%
Change in traffic provisions
14.8%
Provision for
depreciation of
fixed assets
1.5%
Change in traffic
provisions
17.4%
Labour costs
16.8%
Provision for replacement
of infrastructure
42.1%
Supplies
10.4%
Provision for
replacement of
infrastructure
15.7%
Labour costs
«Payment Culture”: key to the future economic
sustainability of service companies in Latin America
«Payment Culture»:
key to key
thetofuture
economic
«Payment Culture»:
the future
economic
sustainability
of service
companies
in Latin
America
sustainability
of service
companies
in Latin
America
The establishment and implementation of
systems to foster the so-called «payment
culture» are crucial to guaranteeing the
economic sustainability of our integrated
water cycle management companies in Latin
America and will significantly boost their
future development.
strategically throughout the coverage
areas (for example: 436 payment points in
Barranquilla in 2012).
• Loyalty and reward strategies for those
customers who pay within established
deadlines: the SUPERCUSTOMER (further
information at www.aaa.com.co)
Below are a few of the indicators related to said activity per country:
spain
COLOMBIA
Water managed (hm3) **
1,041
Staff ***
2,437
645
0.83
0.61
355,791
267,602
0.67
0.51
285,748
Total aggregate revenue per m3 managed (euros)
Total aggregate revenue per employee (euros)
Total aggregate expenditure per m3 managed (euros)
Total aggregate expenditure per employee (euros)
Aggregate EBITDA per m3 managed (euros)
Aggregate EBITDA per employee (euros)
Aggregate labour costs per
m3
managed (euros)
Aggregate labour costs per employee (euros)
ECUADOR
281
21
LATAM****
TOTAL
302
1,343
63
708
3,145
0.46
0.60
0.78
151,444
257,266
333,611
0.43
0.50
0.63
220,474
141,730
213,468
269,476
0.27
0.16
0.08
0.15
0.24
114,574
68,575
24,778
64,678
103,342
0.11
0.08
0.04
0.08
0.10
46,094
35,047
12,413
33,032
43,153
* Canal de Isabel II Gestión, Aguas de Alcalá UTE, Triple A Barranquilla, Metroagua and Amagua.
** Water managed = sum of water captured for consumption + water processed at WWTPs + water reclaimed for re-use.
*** Total staff of the companies (all employees) at 31 December 2011, except at Triple A where cleaning service employees are not included.
**** LATIN AMERICA: aggregate of Latin American countries (Colombia + Ecuador).
• Noticeable improvement in the quality of
services provided, extension of coverage
and active communication of progress
achieved to the entire population in order
to incentivise the contracting of services
and the «payment culture».
methods that enable users to complete
payments at payment points located
Their combined EBITDA accounts for 94.39% of the aggregate result for the Group.
Indicator
The Canal de Isabel II Gestión Business Group
has been a pioneer in Colombia, Ecuador,
the Dominican Republic and Panama in
implementing strategies that foster the
«payment culture», with spectacular results since
the late 1990s. These strategies include:
• Implementation of multiple payment
The five companies of the Group engaged in integrated water cycle management (Canal
de Isabel II Gestión, Aguas de Alcalá UTE, Amagua, Metroagua and the water supply and
sewerage activities of Triple A) form the main activity from an economic point of view.
Key economic indicators for integrated water cycle management companies* of the Canal
Gestión Group per country in the financial year 2012 (euros)
In socio-economic environments with little
banking penetration and where the provision of
public services has not yet reached a desirable
level of quality, there was frequently a large
rate of default on payments that occasionally
jeopardised the maintenance of economic
and financial balance within the companies
providing the service.
A particularly outstanding example is the
management undertaken by Triple A in
the city of Barranquilla: the water supply
service grew from 66% in 1990 to almost
100% in 2012. Drainage provision has risen
from 54% to 85% while sewerage service
provision rose from 67% to 100%, thus
achieving a level of coverage well in excess
of the national average in Colombia and
even the Latin American average.
Economic indicators of integrated cycle management companies
Subsidies received
The only two companies in the Group that received subsidies over the course of 2011 and
2012 are Canal de Isabel II Gestión in Spain and Amagua in Ecuador. Total capital subsidies
received amounted to 31.37 million euros in 2012.
• Creation of debt negotiation mechanisms
(overdue bills) to make it easier for
customers to resolve their situation flexibly
and based on their real ability to pay.
All these efforts have proved successful, thus
enabling us to operate solvent and profitable
companies in Latin America. This situation
guarantees the future sustainability of the services
we provide to our customers at levels of quality and
coverage equal to or better than current levels.
SubSIDIES RECEIVED (thousand euros)
Canal de Isabel II
2011
Operation subsidies received
2012
AMAGUA
2011
TOTAL
2012
2011
2012
282
708
107
0
282
708
Capital subsidies received
61,832
31,370
107
0
61,832
31,370
Capital subsidies transferred to income
statement
20.385
17,137
41
47
20,426
17,178
The subsidies received by Canal de Isabel II Gestión include EU funds (ERDF and
Cohesion Fund) and those granted by the Institute for Energy Diversification and Saving
(IDAE). In 2012, 4.55 million euros were received for projects subsidised by the EU.
Hidráulica Santillana also had zero debt at the end of 2012. BBVA and Santander were the
providers of capital to Hidráulica Santillana in 2012. The other Spanish investee companies
(CCU and Aguas de Alcalá UTE) held no debt with banks at the end of 2012.
Furthermore, subsidies include «financing third-party projects», which relates to
amounts received by Canal Gestión from new users for connection rights and network
adaptation or extension works. This item totalled 26.82 million euros in 2012.
Inassa has credit coupons approved by national banks and such international banks as
Bancolombia, Banco de Occidente and Helm. At December 2012, existing debt stood at
1.45 million euros, 86.43% of which is long-term debt.
The subsidies received by Amagua in 2011 came from the Ecuadorian State through
funds from the Special Consumption Tax and from deferred revenue from individual
developers.
The main providers of capital to Triple A were Helm Bank, Banco de Bogotá, Banco
Colpatria and Banco CorpBanca. Total debt at the end of 2012 amounted to 59.7 million
euros, 82.58% of which matures in the long term.
Providers of capital
The providers of capital to Recaudos y Tributos (R&T) in 2012 were Helm Bank, Banco
de Occidente, Bancolombia and Banco CorpBanca. The company held total debt of 0.22
million euros at the end of 2012, all of which matures in the short term.
The financial institutions that acted as providers of capital for the Public Entity Canal de
Isabel II and Canal Gestión in 2012 included Banco Cooperativo Español, Bankinter, Banco
Sabadell, Banco Santander and Banesto.
The banks providing finance in 2012 to Metroagua were Banco Davivienda, Banco de
Occidente, Helm Bank, Bancolombia and Banco de Bogotá. Total debt at the end of 2012
amounted to 4.24 million euros, 57.77% of which matures in the long term.
The outstanding debt held by the Public Entity Canal de Isabel II and Canal Gestión with
financial institutions as at 31 December 2012 amounted to 1.14 billion euros, of which the
vast majority matures in the long term.
The providers of capital to AAA Dominicana in 2012 were local commercial banks. Total
debt at the end in 2011 amounted to 0.09 million euros, 73% of which corresponds to
long-term loans.
The providers of capital to Hispanagua in 2011 and 2012 were BBVA, Caja Madrid, Caja
Extremadura, Banco Sabadell, Banco de Valencia and Catalunya Caixa. The company had
no debt at the end of the financial year.
Amagua worked with Banco de Machala, Banco de Pichincha, Banco de Bogotá and Banco
de Guayaquil in 2011. Total debt at the end of 2012 amounted to 0.63 million euros,
16.65% of which matures in the long term.
Taxes
The total amount of tax paid in 2012 by the companies in the Canal Gestión Group
amounted to 45.78 million euros, of which 12.71 corresponded to Corporate Income Tax
and 30.07 million euros to other taxes. Other taxes include, inter alia, property tax, solid
waste tax, local taxes and levies on works, land occupation taxes and, in the case of the
companies in Colombia, wealth tax.
Percentage distribution of taxes paid by the companies in the Canal Gestión Group in each
country in 2011 and 2012
Tax situation (million euros)
spain
2011
Corporate income tax
4.53
In Spain, Canal de Isabel II Gestión is subject to the general taxation regime and must
therefore submit a corporate income tax return on an annual basis. Notwithstanding, since
Act 43/1995 came into force on 1 January 1996, the company is eligible for a rebate on
the taxable amount due to its income stemming from the provision of the public water
supply and waste water treatment service. Therefore, the percentage distribution between
corporate income tax and other taxes is noticeably different to that of the companies in
the other countries.
Colombia
2012
3.25
2011
3.68
2012
9.18
dominican r.
2011
- 0.14
2012
0.18
Ecuador
2011
0.13
2012
0.09
total
2011
8.20
2012
12.71
14%
86%
Spain
35%
Other taxes (property
tax, solid waste
tax, local taxes and
levies on works, land
occupation tax, etc.)
65%
Colombia
23.25
24.16
14.81
8.79
0.02
0.03
0.01
0.10
38.09
33.07
100%
Dominican
Republic
65%
35%
Ecuador
Total tax paid
27.78
27.41
18.49
17.97
- 0.12
0.21
0.14
0.20
46.29
45.78
25%
77%
Group
0
10
20
30
Tax (2011 + 2012)
40
50
60
70
80
90
100
Corporate Income Tax (2011 + 2012)
Allocation of profit
The Canal de Isabel II Gestión Business Group plays an important role in the social and
economic development of the regions and countries in which it operates.
Its economic impact easily exceeds the direct return on investment it provides to each
of its shareholders. In this sense, investing in new networks and infrastructures, which
in many cases are financed by the companies themselves, aids regional and local
development and improves the quality of life of residents.
In the period 2011-2012, the 1.94-billion euro direct profit distributed by the Canal Gestión
Business Group accounted for 82.29% of the direct profit made. In 2012, the company
distributed 987.96 million euros, which represented 86.95% of the profit made during the
year (1.2 billion euros).
Profit made, distributed and retained by the companies of the Canal de Isabel II Gestión Group (1)
(in thousand euros)
spain
Profit
Total income
LATIN AMERICA
2011
(2)
Total Profit
PROFIT DISTRIBUTED
2012
2011
GROUP TOTAL
2012
2011
2012
890,397
990,792
173,964
209,868
1,064,361
1,200,660
890,397
990,792
173,964
209,868
1,064,361
1,200,660
spain
LATIN AMERICA
GROUP TOTAL
2011
2012
2011
2012
Supplies
163,878
179,859
64,164
76,215
228,042
256,074
Labour costs
144,680
129,856
23,185
29,448
167,865
159,304
Provision for depreciation of fixed assets
135,221
125,231
14,232
18,078
149,453
143,309
Change in traffic provisions (3)
2011
7,031
11,003
6,312
10,483
13,343
21,486
108,792
110,219
47,125
48,277
155,917
158,496
Provision for the replacement of
infrastructure (5)
172,755
190,794
0
0
172,755
190,794
23,396
28,424
20,379
15,722
43,775
44,146
Extraordinary expenditure (6)
9,242
794
5,270
867
14,512
1,661
Corporate income tax
4,536
3,235
3,666
9,458
8,202
12,693
769,531
779,415
184,333
208,548
953,865
987,963
Total Profit Distributed
Profit Retained
Total Profit Retained
spain
LATIN AMERICA
GROUP TOTAL
2011
2012
2011
2012
2011
2012
120,866
211,376
- 10,369
1,320
110,497
212,696
(1) Calculated using aggregated data for all companies in the Group.
(2) The total revenue figures include: Net turnover, Work undertaken by the company on its assets, Other operating income, Allocation of nonfinancial fixed asset subsidies and other subsidies, Provision surpluses, Other results, Financial revenue and Gains from the disposal of financial
instruments.
(3) Losses, impairment and changes in provisions for commercial operations.
(4) Other taxes are included under other expenditure, among other items.
(5) Provision made from 2011 onwards due to the implementation of Order EHA/3362/2010, of 23 December.
(6) The extraordinary expenditure figures include: Variation of provisions for non-tangible fixed assets, tangible fixed assets and control portfolio,
Losses derived from fixed assets, Extraordinary expenditure and costs and losses from other financial years.
PERCENTAGE DISTRIBUTION OF RETAINED AND DISTRIBUTED PROFIT
2012
Other operating costs (4)
Financial costs and assimilated costs and
negative exchange rate differences
The main recipients of the profit distributed over the period 2011-2012 include suppliers,
with 24.93% of the total, and Canal Gestión Group employees with 16.85%. Community
and environmental conservation costs of 57.47 million euros represented 2.96% of the
profit distributed.
84.43%
13.57%
Spain 2011
78.67%
21.33%
Spain 2012
100%
Latin America
2011
99.37%
Latin America
2012
0.63%
89.62%
10.38%
Group 2011
89.62%
17.71%
Group 2012
0
10
20
30
40
Retained Profit
50
60
70
80
90
100
Profit Distributed
Profit by country
Profit by activity
18.13%
Colombia
82.52%
Spain
0.79%
Ecuador
4.25%
Integrated cycle
support services
91.8%
Integrated cycle
0.76%
Dominican
Republic
Profit distributed by country
3.95%
Other activities
Profit distributed by activity
19.29%
Colombia
78.89%
Spain
0.92%
Ecuador
0.90%
Dominican
Republic
4.36%
Integrated cycle
support services
92.37%
Integrated cycle
2.77%
Other activities
Financial resources dedicated to CSR
The financial resources dedicated by the Canal de Isabel II Gestión Business Group to
environmental and social aspects amounted, over the course of the period 2011-2012, to
a sum total of 60.73 million euros.
Economic resources dedicated by the Canal de Isabel II Gestión Group to society,
the environment and the economic development of local communities
SPAIN
LATIN AMERICA
SUM TOTAL
Expenditure on CSR initiatives
(million euros)
2011
2012
2011
2012
2011
2012
CUSTOMERS
1.803
1.611
0.399
0.260
2.202
1.871
Social or environmental discounts
1.803
1.611
0.399
0.260
2.202
1.871
EMPLOYEES
3.218
2.641
1.067
1.431
4.285
4.072
Employee training
1.157
0.823
0.229
0.323
1.386
1.146
Employee social benefits
2.005
1.752
0.774
1.038
2.778
2.790
Other employee contributions
0.056
0.066
0.064
0.070
0.120
0.137
SOCIETY
6.927
5.110
0.315
0.398
7.242
5.508
Sport
0.361
0.462
0.024
0.017
0.385
0.479
Culture
4.580
3.251
0.064
0.035
4.644
3.286
Contributions and donations to social bodies
0.280
0.191
0.092
0.100
0.372
0.291
Economic development and tourism
0.600
- 0.010
0.053
0.154
0.652
0.144
Education and youth
0.653
0.684
0.083
0.093
0.736
0.777
Development assistance in water supply and sanitation
0.501
0.544
-
-
0.501
0.544
- 0.048
- 0.012
-
-
0.048
0.012
RESEARCH, DEVELOPMENT AND INNOVATION
0.846
0.279
0.704
0.572
1.550
0.851
VOLUNTARY ENVIRONMENTAL MANAGEMENT
13.727
12.997
0.023
0.011
13.750
13.008
1.366
1.275
0.245
0.244
1.611
1.518
27.887
23.913
2.754
2.916
30.641
26.828
0.936
1.748
0.023
0.054
0.959
1.803
28.823
25.661
2.777
2.970
31.600
28.631
Adjustments from previous financial years
MAINTENANCE OF SOCIAL AND ENVIRONMENTAL
INFRASTRUCTURE
Total CSR expenditure
Investments in social and environmental
infrastructure (million euros)
Investments in assets not directly associated
with business processes and used for social
and/or environmental tasks
Total economic resources dedicated to society
and the environment (in euros)
In 2012, expenditure connected with CSR initiatives amounted to 26.83 millions euros,
slightly lower than the 30.64-million figure for 2011, while our investments in social and
environmental infrastructure (not directly associated with Canal Gestión Group processes)
rose to 1.8 million euros in 2012.
CSR expenditure represented 2.69% of our turnover in 2012, and 14.54% of our profit
after tax.
Investment in social infrastructure represented 0.52% of our investments in 2012, while
total resources (investment plus expenditure) amounted to 28.63 million euros in 2012.
In 2012, out of all the economic resources dedicated by Canal de Isabel II Gestión Group
to the community (28.63 million euros), particular mention should be made of the budget
allocated to voluntary aspects of environmental management (45.44%) and expenditure
on social activities (19.24%).
Distribution of economic resources (investment + expenditure) dedicated to social and
environmental aspects by the Canal de Isabel II Gestión Business Group in 2012
6.30%
Investment
in social and
environmental
infrastructure
6.53%
Customers
5.30%
Maintenance
of social and
environmental
infrastructure
14.22%
Employees
19.24%
Society
45.44%
Voluntary
environmental
management
2.97%
Research, development
and innovation
Distribution of economic resources (investment + expenditure) allocated to social and
environmental aspects by the Canal de Isabel II Gestión Business Group in 2012 in each of the
countries where its companies operate
2.13%
Ecuador
0.55%
Dominican
Republic
7.69%
Colombia
89.63%
Spain
The distribution by country is consistent with the volume of business in each country.
Company Plans and Targets integrated into the Management System in 2012
PLAN
Data for 2012
Reduction of uncontrolled water
Increase metered and billed water
(79.04%) and reduce uncontrolled
water (17.79%)
Reduction of general pipeline
failures in the supply network
2012 TARGETS
COMPLIANCE
AT CLOSE OF
2012
Meter renewal
100
Study on the effect of pressure on uncontrolled
water
100
Reduction of unmetered municipal uses
100
Improvement in water recovered from fraud
100
Reduction of uncontrolled water in the
distribution network through the systematic and
scheduled detection of leaks
100
Reduction of general pipeline failures in the
supply network.
FINAL SCORE FOR
THE PLAN AT
CLOSE OF 2012
3.97
Reduction of failures in connections on the
supply network.
96.6
Establishment and control of sectorisation in the
supply network.
93.5
Installation of the necessary instrumentation
56.9
Map updates on the sewer networks
100
Diagnostic study
in 17 municipalities
Map updates on 2,337 Km
of network
9.34
82.3
Onsite layout of 47 installations
Instrumentation of 47 installations
Reception of 47 installations
Extension of reclaimed water
supply to municipalities in the
Autonomous Region of Madrid
Installation of 151
instrumentation sets
Parks and gardens: 41
Hectares:145
New municipalities: 5
Municipality consolidation: 5
Development of the measures in
the National Water Quality Plan
(PNCA)
Environmental and/or urban
development processing of 12 new
DWTP plans or expansion plans
2 tender projects and the start of
4 projects
Development of 10 DWTP projects
Development of 2 expropriation files
Development of 6 contracting files
71.4
FINAL SCORE FOR
THE PLAN AT
CLOSE OF 2012
80
5.5
80
Study of bioindicators in rivers to generate a
database for the assessment of damage to the
public water domain.
100
Study, proposal and implementation of
improvements in the exploitation and treatment
equipment at the selected DWTPs.
82
Implementation of telecontrol at
all DWTPs.
8.60
Drafting of network diagnosis studies
Study and management of institutional actions
aimed at local authorities, as well as commercial
actions aimed at industries producing discharges
that exceed legal limits
Execution of works to enable industrial discharge
to be sampled and support to be provided for
the immediate location of discharges when
they are detected upon arriving at the DWTP.
Sampling from the industries that treat their
waters at the Zarzalejo, Villarejo de Salvanes,
Galapagar-Torrelodones, La Mina and Puentes
Viejas DWTPs.
Pressure management system in
48 sectors: 20 new sectors
Implementation of new
technologies for sewer
management.
100
Achieve 80% compliance at 11 of
14 DWTP
Discharge Plan
COMPLIANCE
AT CLOSE OF
2012
Management of analytical control on new
treatments installed at the selected DWTP.
Analytical characterisation of industrial discharge
in laboratory and with ongoing measurements
Opening of files on industrial discharges
and, where appropriate, adoption of the
corresponding procedure
Sectorisation of the supply network
in 2012 and implementation of the
Pressure Management Plan in 2014
Implementation of 540 sectors: 91
new sectors
2012 TARGETS
Compliance with Discharge Permits
at DWTP
96
10
No. of general pipeline failures: 2,860
No. of connection failures: 9,009
PLAN
Data for 2012
Supervision of 47 installations
97.9
9.79
Adaptation of internal irrigation networks in
municipal public parks and gardens
73.2
7.32
91
0
Budgetary performance
compliance by department
Development of actions under the PNCA
79
8.25
Compliance with expense budget
by department and company
overall: 93-98%
Budgetary compliance by department
Compliance with investment
budget by department and
company overall: 90-95%
PLAN
Data for 2012
Water sanitation plans
Working group to develop the
planned activities. Methodology
to be followed according to the
working group and subgroups.
Definitive formation of the working
group and subgroups in hazard
analysis and critical control
points (flow diagrams, hazard
identification, etc.)
Drafting of the plan of action,
monitoring and improvements.
Drafting of the supply flow
diagram for the application
of water sanitation plans
(identification and description of
main elements) and preliminary
identification of hazards and their
causes. Undertaking of a pilot
test (identification of hazards,
assessment) on a simple system.
Targets not associated with plans
2012 TARGETS
Drafting of flow diagrams and identification of
hazards and causes in reservoirs (14 dams).
Preliminary: definition of methodology,
preparation of plan of action and provision of
historic data.
Drafting of flow diagrams and identification
of hazards and causes at DWTP (12 plants).
Preliminary: definition of methodology,
historic data.
Drafting of flow diagrams and identification of
hazards and causes in groundwater (all well
fields). Preliminary: definition of methodology,
historic data.
Identification of hazards and causes in supply
networks. Preliminary: description of the system,
list of analytical non-compliances, list of tanks and
definition of hazards in the network.
COMPLIANCE
AT CLOSE OF
2012
98.1
99.2
9.85
98.7
95
Improved coordination of corporate activities
100
Reduction of workplace accident rates at works
undertaken by the company
100
Separation of chlorine and ammonia storage
sites at DWTPs
Integration of occupational risk prevention
Improved occupation risk prevention information
FINAL SCORE FOR
THE PLAN AT
CLOSE OF 2012
10
-
100
45
2.4.2. Target compliance at Inassa in 2012
QUALITY
TARGET
PROCESS
Inassa, the parent company leading the growth of the Canal Gestión Group in Latin
America, has incorporated the implementation of a Balance Score Card into its
Strategic Planning programme in 2012 in order to quantify the degree of compliance
with each target. Below are the results from the indicators related to compliance with
said targets:
QUALITY
TARGET
Increase the level
of satisfaction
among our
customers
PROCESS
Customer
satisfaction
assessment
Customers satisfaction
level
Customer
satisfaction
assessment
% of complaints
resolved satisfactorily
Customer
satisfaction
assessment
Comply with
the commercial
budget by
maintaining
current business
relations
INDICATOR
% of claims resolved
satisfactorily
Commercial budget
compliance
Commercial
management
Maintenance and
development of
software
Greater or
equal to 85
Greater or
equal to 60
Greater or
equal to 60
100
INDICATOR
VALUE (%)
COMMENTS
TARGET
(%)
Compliance with
training plan
100
Constantly
improve
the quality
management
system to
guarantee
effectiveness
100
The assessment of skills
within the company
for the 2012 period is
currently ongoing. The
exercise is scheduled for
completion on 31 January
2012
Greater
or equal
to 80
Training coverage
Greater
or equal
to 80
100
Effectiveness of
training carried out
Greater
or equal
to 75
95
Quality management
system improvement
index
0.45
Effectiveness of
improvement activities
80
Staff management
Quality and
ongoing
improvement
administration
COMMENTS
85
Assessment of staff
skills
72.2
100
INDICATOR
VALUE (%)
0.7375
81.8
85.3
2.4.3. Corporate Social Responsibility indicators
Commercialisation
of new products and
services
100
Quality of development
and incident solution
provided to the
customer
Greater or
equal to 80
0
100
In 2010, the Canal de Isabel II Gestión Business Group defined a number of CSR
management indicators at Canal which, in line with some of our companies’ Senior
Management indicators, aim to measure the annual evolution of our performance in the
following fields:
Last measurement taken
1. Our greatest responsibility: the efficient management of water resources.
2. The financial viability and solvency of our Group.
Quality of the
developments
delivered by factory
Optimise our
organisational
processes and
software quality
TARGET
(%)
Strengthen the
development
of our human
resources
INDICATOR
Greater or
equal to 80
100
4. Actions taken to foster the economic and technological development of the
communities in which our companies operate.
Efficiency in the
support solution
Greater or
equal to 70
88
Efficiency in the
delivery of high and
critical incidents
Greater or
equal to 70
100
5. Our response to the demands and initiatives of society (leisure pursuits, culture, sport,
development aid, aid to underprivileged people and groups and collaboration with
other social initiatives).
Management of
requests
3. Our environmental sustainability.
6. Relationships with Canal Group’s priority stakeholders: our customers, suppliers and
employees.
Environmental sustainability
62 indicators serve to draw up our own CSR management «scorecard». The results
obtained in 2012, and compared with 2011, are as set out below.
Key Canal de Isabel II GESTIÓN Business Group CSR indicators in 2011 and 2012
Efficient management of water resources
Indicator
2011
2012
Change 2012 vs. 2011 (%)
Coverage of the environmental management systems
implemented (% of turnover)
87.45
93.72
7.17
Expenditure on voluntary aspects of environmental
management (million euros)
13.20
13.73
4.01
7.00
14.00
100.00
Legal proceedings instigated as a result of environmental
breaches
2011
2012
243.19
240.5
-1.09
Consumption of reactants per cubic hectometre managed (1)
(t/hm3)
46.86
52.20
11.41
0.52
0.48
-6.61
Electrical power consumed (kWh per cubic metre
managed) (1)
0.382
0.552
44.63
20.06
15.63
-22.08
244.527
184.319
-24.62
Volume water re-use as proportion of volume
channelled for consumption (%) (1)
1.40
1.54
9.96
61.60
31.59
-48.72
Percentage of expenditure on education out of
consolidated turnover
5.67
3.85
-32.04
0.078
0.078
-1.77
Treatment performance (% BOD5 eliminated) (2)
97.00
97.00
0.00
Fraud cases handled per 1,000 connections (2)
6.29
8.27
31.48
Treatment performance (% solids in suspension
eliminated) (2)
96.00
96.00
0.00
Percentage of non-hazardous waste generated which is
recycled (3)
30.13
31.90
5.87
Water channelled per inhabitant served (litres/
inhabitant/day)
Breakage index per kilometre of network (number)
Actual network losses (% of water channelled for
consumption)
Change 2012 vs. 2011 (%)
INDICAtOR
Percentage of electricity self-sufficiency (2)
Consumption of water in company processes (hm3)
Solvency and returns
Indicator
2011
2012
Consolidated profit per employee at the Group
(thousand euros)
32.54
42.99
32.10
Total expenditure per cubic metre managed
(eurocents) (3)
63.62
69.29
8.91
Net financial debt / EBITDA
Expenditure on CSR out of consolidated profit after tax
Output of electrical power from renewable sources (GWh)
Change 2012 vs. 2011 (%)
3.83
3.53
-7.83
21.55
14.54
-32.51
0.28
0.52
88.09
Investment in social infrastructure out of total
investment (4) (%)
(1) Only Canal de Isabel II Gestión and Amagua.
(2) Only Canal de Isabel II Gestión in Spain.
(3) Cubic metre managed: sum of cubic metres channelled for consumption + cubic metres processed at Canal Gestión WWTPs + cubic metres of reclaimed
water produced.
(4) The total investment for 2011 does not include Madrid City Council sanitation and re-use operating rights.
Percentage of WWTP sludge sent to landfill (4)
0.00
0.00
0,00
Equivalent kg CO2 emissions per cubic metre managed (1)
0.167
0.215
28.74
Percentage of emissions avoided out of total emissions (2)
39.20
25.10
-35.97
56,752
34,133
-39.86
UUnits of vegetation planted in reforestation projects (2)
(1) Water managed = water captured for consumption + water processed at WWTPs + water reclaimed for re-use.
(3) Only in Spain.
(4) Only in Spain and Ecuador.
Support for economic and technological development of the Autonomous Region of Madrid
INDICAtOR
2011
2012
Change 2012 vs. 2011 (%)
Investments made / revenue (aggregate) (1)
32.21
28.16
-12.57
Taxes and levies paid (million euros)
46.29
45.78
-1.10
Profit distributed out of total generated
89.62
82.29
-8.18
101
79
-21.78
9,100
8,500
-6.59
3.56
2.96
-16.68
637.97
-
-100.00
Number of projects undertaken during the year (2)
Direct and indirect employment generated
(number of jobs) (3)
Percentage investment in R&D+I out of profit after tax
Expenditure on activities to promote economic development
and tourism (thousand euros)
(1) The investments made do not include Madrid City Council sanitation and re-use exploitation rights.
(2) Only integrated water cycle management companies.
(3) Estimated value.
Relationships with main stakeholders (II)
Response to social initiatives and demands
INDICAtOR
2011
2012
Participants in Canal Foundation activities (thousands) (1)
77.5
78.5
1.29
Visitors to exhibitions of the Canal Art Exhibition Centre
closing during the year (thousands) (1)
162.6
271.2
Audience at performances organised at Teatros del Canal
(thousands) (1)
202.8
Visitors to non-urban recreational areas in Madrid
(thousands) (1)
Beneficiaries of Canal Voluntarios initiatives (thousands)
Expenditure on social aspects / profit after tax
Reputation index {negative media news impacts/total news
about Canal Gestión (%)} (2)
Change 2012 vs. 2011 (%)
Suppliers and contractors
INDICAtOR
2011
2012
66.79
Expenditure on supplies and services per cubic metre
managed (euros) (en euros)
0.272
0.321
18.12
194.2
-4.24
Average supplier and contractor payment period (days)
46.92
50.56
7.77
51.7
56.1
8.51
Percentage procurement processes employing open
procedure (2)
79.94
85.16
13.64
146.7
152.8
4.16
Supplier satisfaction index (1)
91.00
95.00
4.40
5.09
2.99
-41.38
22.93
17.85
-22.19
(1) Only in Spain.
(2) Only Canal de Isabel II Gestión.
Change 2012 vs. 2011 (%)
(1) Water managed = water captured for consumption + water processed at WWTPs + water reclaimed for re-use .
Relationships with main stakeholders (III)
Employees
Relationships with main stakeholders (I)
INDICAtOR
2011
2012
Customers
Net job creation (compared with permanent workforce the
previous year) (%)
-2.50
-2.86
14.40
Percentage of women on the workforce (excluding
executives)
21.69
20.92
-3.55
Percentage of women executives
34.17
35.32
3.35
0.91
0.89
-1.66
155.78
152.19
-2.30
Average hours of training per employee per year
43.00
75.49
75.56
Expenditure on training out of total expenditure
0.16
0.19
19.57
Absenteeism index (% hours lost) (1)
4.17
2.96
-29.02
Index of accidents leading to absence (accidents/million hours
worked) (1)
11.54
15.05
30.42
Percentage of workforce covered by collective agreement
70.19
62.62
-10.79
Expenditure on social benefits per employee (euros per year)
635.7
650.0
2.26
INDICAtOR
Percentage discounts out of total net sales
Average compliance with Customer Service Charter (1)
2011
2012
Change 2012 vs. 2011 (%)
0.23
0.18
-23.04
95.01
95.90
0.94
Percentage of complaints out of bills issued in integrated
water cycle
0.48
0.51
6.25
Claims dealt with by the Customer Ombudsman in favour
of the customer (%) (1)
60.10
56.10
-6.66
7.62
7.80
2.36
Customer satisfaction index (1)
Number of analyses performed per cubic hectometre
managed (2)
3,166
4,732
49.48
Percentage of supply samples analysed complying with
thresholds (1)
96.94
97.31
0.38
(1) Only Canal de Isabel II in Spain.
(2) Water managed = water captured for consumption + water processed at WWTPs + water reclaimed for re-use.
Disabled persons on the workforce
Minimum Canal Group salary compared with minimum interprofessional salary
Change 2012 vs. 2011 (%)
(1) Only Canal Gestión in Spain.
Chapter 3
Our assets
for success
3.1. Caring for our professionals
Human resource management is a strategic aspect of our processes, given that it concerns one
of the Canal Gestión Group's greatest assets: our people.
Our company is aware that the achievement of excellence in service quality and client
satisfaction within a context of responsible and efficient management of water resources are
goals which can only be achieved through the cooperation and skills of each and every one of
the workers who make up the Canal de Isabel II Gestión Group.
3.1.1. The human resources of the Canal de Isabel II Gestión Business Group
The total number of employees within the Canal Gestión Group remained almost
unchanged in the period 2010-2012, at approximately 4,300, with a slight fall of 1.8% on
2011. This same period also saw an improvement in the professional qualification of the
workforce.
The average age of the workforce remained at the same level as previous years (40), with
an average length of service in 2012 of 11.4 years. More than half of the workforce is
aged between 30 and 50.
Workforce structure at 31 December every year
spain*
colombia**
ecuador
dominican republic
sum total
2011
2012
2011
2012
2011
2012
2011
2012
2011
2012
2,958
2,912
982
1,000
52
63
378
317
4,370
4,292
Full time
2,729
2,681
982
996
51
63
378
317
4,140
4,057
Part time
229
231
-
-
1
-
-
-
230
231
Permanent
2,044
1,965
980
987
42
63
364
317
3,430
3,332
Temporary
689
716
2
9
9
-
14
-
714
725
Senior qualified staff
323
323
141
338
10
10
4
9
478
680
Intermediate qualifications
142
140
91
48
8
10
37
32
278
230
Middle management
204
200
195
50
-
-
35
29
434
279
Trained technicians
223
221
178
76
1
2
10
9
412
308
Office ancillary and administrative staff
397
381
189
201
17
20
147
125
764
727
Skilled workers
639
601
165
238
4
4
125
108
933
951
Other ancillary staff
119
109
23
36
12
17
6
5
160
167
Total number of workers
Breakdown by type of working hours
Workforce structure (breakdown for the full-time workforce)
By professional category (permanent staff)
3. Our assets for success • 70
Workforce structure at 31 December every year (continuation)
spain*
colombia**
ecuador
dominican republic
sum total
2011
2012
2011
2012
2011
2012
2011
2012
2011
2012
490
479
312
305
18
23
125
100
945
907
1,379
1,337
619
593
29
36
249
212
2,276
2,178
42
42
43
39
39
31
30
31
41
40
314
319
151
158
24
37
247
203
736
717
From 30 to 50
1,782
1,734
665
670
23
21
126
104
2,596
2,529
Aged over 50
633
621
165
160
5
5
5
11
808
797
2,032
1,959
981
984
52
63
372
311
3,437
3,317
15
14
1
3
-
-
6
6
22
23
35
33
5
5
1
2
-
-
41
40
12.74
13.64
5.90
8.17
5.43
4.09
3.03
3.00
10.28
11.44
By gender (excluding executives)
Women
Men
By age
Average age (years)
Aged under 30
By nationality
National workers
Other nationalities
Disability (permanent staff)
Employees with some level of disability
By length of service (permanent staff)
Average employee length of service (years)
* Includes employees of the Public Entity Canal de Isabel II.
** The total number of employees includes four employees from Gestión Integral de Suministros Ltd.
Staff turnover
spain
colombia
ecuador
dominican republic
sum total
2011
2012
2011
2012
2011
2012
2011
2012
2011
2012
33
29
39
42
11
20
111
39
194
130
114
107
33
44
3
10
157
105
307
266
1
2
15
28
3
10
78
62
97
102
Net job creation (%)
1.12
1.00
3.97
4.22
21.15
31.75
29.37
12.30
-2.50
-2.86
Total turnover (%)*
3.85
3.67
3.36
4.42
5.77
15.87
41.53
33.12
8.95
3.06
Recruitments
Total departures
Voluntary departures
* Total turnover (in %) = [total No. of departures / total No. of staff on the permanent workforce at the end of the year] * 100.
hours dedicated to training activities. The average time spent on training within the Canal
Gestión Group in 2012 was 75.5 hours/year per employee.
3.1.2. Support and development for our staff
Training is a strategic tool within the Canal Gestión Group. In 2012, a total of 87,146
hours were taught during working hours. This is an increase of 1.6% on the previous
year. 46% of the time dedicated to training corresponds to the companies operating in
Colombia, while the companies in Spain account for 54% of the total number of working
The investment made by the Canal Gestión Group on training and developing our staff
in 2012 exceeds 1.7 million euros. This is an increase of 24.6 on last year. Investment in
training per employee stands at 403.2 euros/year.
Staff Training
spain
colombia
ecuador
dominican republic
sum total
2011
2012
2011
2012
2011
2012
2011
2012
2011
2012
Within working hours
41,054.00
47,035.88
44,339.00
39,663.00
357.00
448.00
-
-
85,750.00
87,146.88
Outside working hours
68,181.00
64,901.66
15,011.00
15,844.00
204.00
525.00
4,088.90
5,887.05
87,484.90
87,157.71
On-the-job practical training
6,269.00
7,248.80
8,209.00
141,629.00
-
840.00
-
-
14,478.00
149,717.80
Total number of workers
2,954.00
2,912.00
982.00
1,000.00
51.00
63.00
378.00
317.00
4,365.00
4,292.00
-
2,840.00
-
774.00
-
63.00
1,204.00
1,250.00
1,204.00
4,927.00
39.10
40.93
68.80
197.14
11.00
28.78
10.82
18.57
43.00
75.49
30,140.50
31,702.49
11,944.00
38,369.00
202.00
283.50
-
-
42,286.50
70,354.99
10,167.50
11,061.33
19,245.00
5,554.00
106.00
463.50
-
-
29,518.50
17,078.83
Trained technicians
11,389.00
19,272.99
18,214.00
7,951.00
27.00
70.00
-
-
29,630.00
27,293.99
Unqualified
57,537.00
56,106.53
18,141.00
8,814.00
226.00
156.00
-
-
75,904.00
65,076.53
86.61
242.22
105.53
179.65
20.20
283.50
-
-
212.34
705.37
99.35
72.59
53.47
32.76
8.83
463.50
-
-
161.66
568.85
Trained technicians
40.13
104.70
83.37
40.48
13.50
70.00
-
-
136.99
215.18
111.94
529.64
73.51
18.12
7.79
156.00
-
-
193.24
703.77
Total training hours
Number of workers who received training
Average number of hours / worker
By professional category (total hours)
Average training hours by category
Unqualified
Staff Training (continuation)
spain
colombia
ecuador
dominican republic
sum total
2011
2012
2011
2012
2011
2012
2011
2012
2011
2012
2,497.00
2,731.00
590.00
795.00
10.00
30.00
-
22.00
3,097.00
3,578.00
838.00
979.00
1,444.00
1,142.00
12.00
309.00
35.00
232.00
2,329.00
2,662.00
Trained technicians
938.00
1,615.00
1,461.00
1,315.00
2.00
32.00
12.00
681.00
2,413.00
3,643.00
4,754.00
4,885.00
1,687.00
1,465.00
29.00
1,528.00
425.00
630.00
6,895.00
8,508.00
1,319,685.00
1,040,351.49
145,336.27
179,816.31
21,342.32
23,948.16
8,836.99
3,902.79
1,495,200.58
1,248,018.75
Indirect cost
87,836.00
63,355.50
13,570.79
38,902.53
-
-
-
2,229.23
101,406.79
104,487.26
Cost of study grants for employees
32,971.00
27,718.03
53,584.35
77,804.45
-
5,444.61
-
-
86,555.35
110,967.10
294,418.26
277,053.77
-
9,848.19
-
-
-
-
294,418.26
267,205.58
1,146,073.74
1,408,478.79
212,491.41
286,675.11
21,342.32
29,392.77
8,836.99
6,132.02
1,388,744.46
1,730,678.69
19,770.00
21,286.00
125.00
289.00
-
-
-
-
19,895.00
21,575.00
Administration and management of information systems
6,240.00
2,728.00
6,288.00
3,311.00
150.00
78.00
-
144.00
12,678.00
6,261.00
Quality
3,272.00
2,246.00
5,295.00
6,441.00
65.00
76.50
60.00
107.50
8,692.00
8,871.00
Commercial aspects and customer relations
2,177.50
2,454.73
8,217.00
4,321.00
57.00
21.00
455.00
160.00
10,906.00
6,956.73
Skills Development
16,017.50
10,930.10
6,652.00
12,551.00
59.00
177.50
530.00
1,702.00
23,258.50
25,360.60
Technical training from the company
21,834.26
26,327.74
7,830.00
9,963.00
62.00
150.50
2,195.00
2,854.50
31,921.26
39,295.74
2,879.50
5,619.50
960.00
1,124.00
70.00
184.00
4.00
215.00
3,913.50
7,142.50
Company office IT and IT applications
18,782.00
14,672.25
1,691.00
2,988.00
-
124.00
-
247.00
20,478.00
18,031.25
Occupational risk prevention
17,616.50
25,397.63
9,583.00
5,815.00
98.00
154.50
-
-
27,297.50
31,367.13
6,911
7,124.39
20,903.00
23,973.00
-
7.00
845.00
572.50
28,659.00
31,676.89
115,505.51
118,786.34
67,544.00
70,776.00
561.00
973.00
4,089.00
6,002.50
187,699.00
196,537.84
Number of attendees by category
Unqualified
Training costs (euros)
Direct cost
Revenue from subsidies/funding received
Total cost
-
Number of hours delivered by thematic area
Languages
Legal/Economic
Other + On-the-job training
Total
The Training Plan of the parent company: Canal de Isabel II Gestión (Spain)
Training is considered a strategic issue at Canal Gestión and one that needs to be
managed in such a way as to obtain efficiency in the service we provide to our customers.
Generally-speaking, training is planned on a year-to-year basis. A Training Plan is drafted
and contains all those actions that can be planned for. The nature and schedule of these
actions is planned and organised after having previously been classified according to
the priority assigned to them based on the tasks to be performed. The training covers
all those actions necessary for the optimum fulfilment of duties, as well as actions that
could become useful in another position within the company. These are the so-called
development courses. They are voluntary, undertaken outside of working hours and are
made available to all employees with an interest in knowing more about the work carried
on by Canal Gestión.
The subjects included in the plan deal with all employee needs from a technical
perspective. The methodology used is adapted to everyone and is standard throughout.
However, it should be noted that online training is experiencing significant growth due
to the advantages that such training presents - including but not limited to: a lack of
limitations on time and space when taking a course, lower costs and the guarantee that
everyone who takes such a course is receiving the same information.
In addition to training, Canal de Isabel II Gestión also designs and implements professional
development programmes aimed at enhancing management skills/knowledge. In 2012,
work was done with various groups at all levels within the company. Participation in the
2011/2012 development programmes stood at 67.9%.
These programmes combine classroom-based sessions attended outside of working hours
with inter-session projects and conclude with a plan of action that is drafted by each
employee attending the course, in which they define how the skills they have worked on
can be applied in their day-to-day activity at the company.
In 2012, an average of 51.38 hours were taught per employee. This is an increase of 4.5%
on 2011.
Canal de Isabel II Gestión has maintained its firm policy to collaborate with academictraining institutions in society in order to make it easier for young professionals and
students to come into contact with the business world. Hence, the company promotes a
framework of partnership and cooperation framework agreements to enable these people
to complement their academic training with grants.
3.1.3. Guaranteeing health and safety for all
The trend being seen in recent years within the companies that comprise the Canal Group
in terms of occupational health and safety is one of a progressive decline in the number
of workplace accidents. The absentee rate in the last year fell by 29% at Canal Gestión and
by 26.1% at Triple A. Furthermore, it is worth noting that no fatal accidents have occurred
over the last three years at any of the companies in the Canal Gestión Group.
OCCUPATIONAL HEALTH AND SAFETY AT CANAL DE Isabel II GESTIÓN* and triple A barranquilla
canal gestión
Triple a
2011
2012
2011
2012
72.00
114.00
34,00
23,00
Average duration (average number of days lost per accident recorded)
9.92
5.75
6,59
4,17
Days lost (total number)
714
656
224
96
Absentee rate (% of hours lost)
4.17
2.96
0,54
0,40
Frequency of accidents with time off work (number of accidents with time
off work per million hours worked)
11.54
15.05
5,82
5,37
Frequency of total accidents (number of accidents per million hours worked)
20.77
30.64
11,64
8,24
0.21
0.18
0,077
0,003
32.45
51.17
50,22
33,92
0
0
0
0
100%
100%
100%
100%
Workplace accidents (total number excluding accidents during travel
to/from work)
Severity Index (number of days lost per thousand hours worked)
Incidence Index (number of accidents/thousand workers)
Fatal victims (number)
Workers represented on health and safety committees (%)
* Data calculated in accordance with the methodology and formulae established by the Spanish Ministry of Work and Social Affairs according
to Technical Notification NT2367, except for the incidence index, for which internal practice at Canal is to calculate this on the basis of 1,000 workers.
Occupational risk prevention at Canal de Isabel II Gestión (Spain)
In the period 2010-2012, there was a significant increase in both the accident frequency
and incidence index. This was especially due to an increase in accidents during travel to/
from work and accidents requiring no time off work. As regards the number of work days
lost, the average period of time off work and the severity of accidents, it can be seen that
these figures have fallen when compared with last year due to the fact that the type of
accidents and resulting injuries led to shorter periods of time off work. Furthermore, it
should also be noted that no fatal accidents occurred in the period.
The notification procedure for accidents in the workplace is implemented in accordance
with the applicable workplace risk prevention regulations. All accidents are subject
to analysis and, where applicable, lead to the adoption of corrective or preventive
measures. Workers' representatives also receive information about the accident. So far,
no occupational disease associated with the installations and the activities undertaken
at the company has been declared. Within the scope of the Workplace Risk Prevention
Plan, safety inspections of installations are performed each year, in order to uncover any
possible deviations in the fields of safety, industrial hygiene and ergonomics. The actions
taken with regard to health and safety in the period 2010-2012 are described in the
following sections.
The Canal Gestión Risk Prevention Service deals with the most significant aspects of
the main elements included within risk prevention operations, namely: information
and training, emergency measures, health monitoring, prevention resources, and the
coordination of company activities.
The most important health and safety body within the company is the Prevention
Committee, which plans all the prevention activity to be carried out on an annual basis.
Furthermore, it also has an occupational risk prevention specialist on the payroll
The Prevention Plan at Hispanagua (Spain)
Targets for the occupational health programme at Inassa (Colombia)
A Prevention Plan exists that establishes the policy, targets and occupational risk
prevention duties and responsibilities within the corporate hierarchy, as well as the
established procedures for developing the entire prevention management system in place
at the company.
Inassa tiene entre sus prioridades la mejora de las condiciones de trabajo y salud de sus
empleados. To that end, a series of specific targets have been defined that go beyond
mere compliance with occupational health regulations. To define these targets, the
company considers the analysis of health and sickness conditions, as well as the analysis
of working conditions or the risk factor scenario. The targets are as follows:
The management system defines risk assessments per centre and job position, the
preventive planning that stems from said assessments, procedures for accident control
and analysis, coordination of corporate activities, training and information for all company
employees on occupational risk prevention, delivery and use of individual protection
equipment, etc.
• Implement an epidemiological monitoring system for the control of ergonomic risk (DTA).
• Carry out actions that lead to psycho-labour risk prevention, based on the application
of the diagnostic instrument and its action plan.
The Occupational Risk Plan at Hidráulica Santillana (Spain)
The management of occupational health and safety at Triple A Barranquilla (Colombia)
Hidráulica Santillana, has an Occupational Risk Plan (dated 28/10/2009) that defines the
entire prevention management system. This system is subject to certification every four
years via an external auditing process.
Triple A encourages labour risk control practices and provide a working environment
under strict hygiene and safety conditions. It adopts preventive health programmes with
all employees and also have emergency health teams.
Triple A has an occupational health and safety management system at the company
that has received an Industrial Safety and Occupational Health Certificate according to
NTC OHSAS 18001:2007 standards. In 2010, the company passed the renewal audit and,
as a result, the certifying body recognised that the management undertaken by the
company merited the continued validity of the certificate.
Its occupational health and safety management system is designed to follow a cycle
of ongoing improvement. Firstly of all, the processes are planned and subsequently
implemented and verified. Action is then taken on any opportunities for improvement.
Hence, procedures are in place for the identification, assessment and control of possible
risks in the workplace; instructions exist for the communication of unsafe conditions or
conduct; and working methods are defined with regard to work carried out at height,
among other situations.
The occupational health policy at Metroagua (Colombia)
Through its occupational health policy, Metroagua guarantees healthy working
environments for the people that work at the company. To do so, the executive
management has assumed the following commitments:
• Meet legal provisions and other regulations drafted to govern occupational health
issues.
• Include the analysis of and decision-making on the health and safety performance of
company staff in management meetings and other working group meetings.
3.1.3.1. Risk prevention information and training
Occupational risk prevention training plays an important role in the human resources
policy of the Canal Gestión Group. In 2012, more than 30,000 training hours were spent
on prevention. This figure represents 16% of the total number of hours dedicated by our
employees to training activities.
In 2012, a total of 59 working methods were reviewed, with 10 of these being updated.
As regards the training received by newly-recruited workers, those promoted or
transferred and workers moving to a higher category, a total of 551 employees received
training in the financial year 2012. First aid training continued to be provided this year
at the various work centres.
Metroagua (Colombia)
In terms of occupational risk prevention, Metroagua focuses its occupational health
policy on guaranteeing healthy working environments for the people employed by
the company. To that end, the company has made a commitment to meeting the legal
provisions on occupational health, to include decision-making on health and safety
performance by staff in managerial meetings, and to provide the necessary protection
to its employees based on hazard levels.
• Assign responsibilities for occupational health management to process managers,
supervisors and workers in general.
• Develop an occupational health training process for all staff in order to achieve
ongoing improvement in the quality of working life.
• Provide the necessary protection to employees in accordance with the hazard level of
the risk factors to which they are exposed, including the resources to create self-care
awareness in members of staff.
• Implement and maintain a prevention culture at all levels of the company.
• Assess occupational health performance in the same way that costs, environmental
management, productivity and quality are assessed.
The training activities undertaken at the company in terms of health and safety in the
workplace cover:
• Personal defence training to both male and female employees of the company.
• Talks with medical experts on addiction issues.
• Talks for employees on how to prevent infectious-contagious diseases.
• Training for managers on increasing personal safety.
• Monthly employee training on internal safety specific to their job.
3.1.3.2. Safety
The most significant initiatives undertaken during 2012 in the field of workplace risk
prevention were the 450 safety inspections at work centres and facilities, including in
particular, among others, the inspections of storage tanks, pumping facilities, WWTPs,
DWTPs and uphill pumping stations.
The risk assessments of all work centres and positions within Canal de Isabel II Gestión
have been updated.
3.1.3.3. Health Monitoring
The company undertook a large number of activities in terms of health monitoring over
the course of 2012, including health examinations, medical protocols according to risk
assessments, smoking control programmes and sickness prevention programmes.
• 1,293 periodic health examinations and 399 for workers joining the company.
• The medical protocols continue to be updated in accordance with the ongoing
evaluation of on-the-job risks.
• The clinical analysis laboratory performed 1,959 complete analyses. Furthermore,
efforts continued on the prevention of glaucoma, anti-smoking activity, the
prevention of prostate cancer, colorectal cancer, the fight against Helicobacter pylori
and the early diagnosis of osteoporosis.
Also in 2012, the IT application entitled «CYTAS MÉDICAS» [«DOCTOR’S APPOINTMENTS»]
was launched. The application enables employees to access the main clinics from this
service and arrange appointments based on their availability. This has led to a reduction
in waiting times for users of our medical centre and a reduction in time spent by
employees away from work. This year, 5,909 employees have used the application in
order to be seen by our Medical Service professionals.
Aguas de Alcalá UTE (Spain)
A general health check-up for all members of staff on an annual basis. In addition, those
employees wishing to do so may undertake a complete gynaecological exam.
Inassa (Colombia)
Every year, we implement health programmes to detect and prevent diseases. Below is
a list of some of the check-ups performed on our employees:
• Optometry and ophthalmology exams to detect sight disorders in members of staff
working as drivers and skilled workers.
• Weight control, electrocardiogram, blood pressure, body mass index, cardiovascular
risk index, nutritional control, oral prophylaxis.
• A campaign to detect cardiovascular risk via such laboratory exams as haemogram,
glycaemia, good and bad cholesterol, triglycerides.
Campaigns are carried out in terms of employee health to promote healthy lifestyles
through training and campaigns during break times, physical training, a health fair,
occupational health week, campaigns to detect cancer in men and women, oral health
days and regular training on various other issues, such as the prevention of sexually
transmitted diseases, HIV prevention, family planning, health during pregnancy, back
care, noise prevention and eye care.
Metroagua holds vaccination days and health days. Furthermore, it also performs regular
health checks on operational personnel with regard to screening, weight, body mass and
such diseases as high blood pressure and diabetes.
Regular preventive healthcare days are organised for all members of staff, which are carried
out at various times throughout the year and paid for by the company. The following
activities were carried out this year:
• Health check days for women.
• Diabetes and cardiovascular disease prevention days.
Amagua (Ecuador)
Since 2012, Amagua has an external doctor for the issue of occupational medical files and
internal doctors from the contracted health insurance network. In addition, there are a
number of clinics located in the vicinity of the offices. An agreement has also been signed
with the Samborondón Fire Department, located near to the main offices, for paramedic and
ambulance services.
In addition, campaigns were also carried out to promote health and prevent the various
risk factors present in the risk factor scenario and in the diagnosis of health conditions,
performing biological checks on exposed workers.
Triple A Barranquilla (Colombia)
All workers are registered with the Entidades Promotoras de Salud (EPS) [Health
Promotion Entities], which cover them in the event of any required medical care for
common diseases.
The company has a Medical Centre for the provision of first aid by a nurse specialised
in occupational health who coordinates all activities related to health promotion and
prevention through independent proposals and support from the various EPS.
The health plan includes:
1. Vaccination against various diseases, depending on the type of work and frequency
required.
2. Ophthalmology exams.
3. Training on health issues.
4. Liver ultrasounds.
5. Occupational health and preliminary health check-ups.
6. Creation of medical records.
3.1.4. Equal opportunities in the Canal de Isabel II Gestión Business Group
In accordance with non-discrimination principle of the UN Global Compact, we respect the
political ideology, beliefs, race, gender and age of our workers from the moment they are
recruited to the time they leave the company.
In addition, the Canal de Isabel II Gestión (Spain) procurement and recruitment standards
guarantee the absence of any form of discrimination as they are subject to the provisions
of current legislation on the civil service and the corresponding collective bargaining
agreement, which expressly defines the principles of equality, merit and ability. Canal
Gestión thus ensures a policy of equal opportunity and non-discrimination on the grounds
of gender, race or any other social condition.
Aguas de Alcalá UTE (Spain) has an internal equality policy and even offers courses on
the subject.
Hispanagua (Spain) has an equality policy that forms part of the collective bargaining
agreement.
Inassa and Triple A Barranquilla (Colombia) also have codes of ethics and internal work
regulations that contain general rules on relations with workers and that expressly state (in
two of their articles) the prohibition against discriminatory practices and harassment.
Amagua (Ecuador) has a Code of Good Corporate Governance and internal work
regulations that define the internal policies of the company, which include the nondiscrimination of employees.
In 2012, 21% of the workforce of all the companies in the Canal Gestión Group were
women. This figure does not include executives. The proportion of women in executive
positions stands at 17.4%.
Workforce diversity and equal opportunities
spain
colombia
ecuador
dominican republic
sum total
2011
2012
2011
2012
2011
2012
2011
2012
2011
2012
55
54
34
35
3
3
3
3
95
95
125
117
56
55
1
1
1
1
183
174
0
0
4
3
0
0
0
0
4
3
From 30 to 50
111
94
68
70
4
4
4
4
187
172
Aged over 50
69
77
16
16
0
0
0
0
85
93
With some level of disability
0
0
2
2
0
0
0
0
2
2
Other nationalities
1
1
1
2
0
0
3
3
5
6
85.5
83
157
156
2
2
4
6
249
247
80
79
38
25
6
7
24
30
148
141
351
294
98
128
10
13
96
63
555
498
11
7
4
4
0
0
1
1
16
12
EXECUTIVES
Women
Men
Aged under 30
Women on the workforce (excluding executives)
Technical staff and intermediate qualifications
Administrative staff and similar
Other salaried staff
Employees of other nationalities (permanent full-time staff, excluding executives)
3
2
0
2
0
0
0
1
3
5
1
1
0
0
0
0
1
1
2
2
0
0
0
0
0
0
0
1
0
1
10
10
0
0
0
0
0
0
10
10
4
32
4
4
1
2
0
0
9
38
3
2
69
91
3
3
0
1
75
97
6
2
5
14
0
5
14
21
25
42
13
6
22
45
14
18
60
62
109
131
26
19
8
8
6
11
65
91
105
129
Disabled employees (permanent full-time staff, excluding executives)
Employees with some level of disability
Employees aged under 30 (permanent full-time staff, excluding executives)
Workforce diversity and equal opportunities (continuation)
spain
2011
colombia
2012
ecuador
2011
2012
2011
dominican republic
2012
2011
2012
sum total
2011
2012
Employees aged between 30 and 50 (permanent full-time staff, excluding executives)
158
148
207
194
3
6
0
7
368
355
257
226
163
95
8
7
15
18
443
346
354
318
126
145
3
2
24
24
507
489
538
483
110
165
6
6
65
78
719
732
42
42
18
18
1
1
0
0
61
61
78
90
57
23
0
0
0
0
135
113
195
204
10
10
0
0
0
2
205
216
223
229
59
94
4
4
5
9
291
336
Employees aged over 50 (permanent full-time staff, excluding executives)
In terms of salaries, equal pay for men and women is guaranteed at all the companies and
the same salary items and the same amounts are applied equally to both genders in all
professional categories.
Ratio between starting salary and local minimum wage
spain
Starting annual salary with no previous years of service in the lowest category of
worker on the workforce (euros/year)
Minimum inter-professional annual salary (euros/year)
Ratio of starting salary / Minimum Inter-professional salary (%)
colombia
dominican republic
AVERAGE
2011
2012
2011
2012
2011
2012
2011
2012
2011
2012
17,290.55
17,348.77
3,075.75
3,445.26
2,276.34
2,725.42
2,242.35
2,351.19
6,221.25
6,467.66
8,956.88
8,979.76
2,499.01
2,943.08
2,276.34
2,725.42
2,242.35
2,351.19
3,993.65
4,249.86
193.04
193.20
123.08
117.06
100.00
100.00
100.00
100.00
155.78
152.19
It should be noted that an Equality Plan Monitoring Committee was set up at the parent
company of the Canal Gestión Group in 2011, its aim being to set measures and draft an
action plan for each of the objectives established, as set out in the collective bargaining
agreement within each of the following seven areas: recruitment of personnel;
professional categorisation and promotion; training; pay; family/work balance; sexual
and gender harassment; and information and communication.
ecuador
In 2012, the Canal Gestión Group had 40 jobs adapted to members of staff with a
certain level of disability. This represents 1.17% of the total permanent workforce.
At the Canal Gestión Group, levels of resumption and continuity following maternity or
paternity leave are one hundred percent guaranteed for both genders, in accordance
with the terms laid down in Spanish employment law and the company's collective
bargaining agreement.
3.1.5. Union Representation
Trade union representation and the existence of collective bargaining agreements is
absolute at companies in Spain. This is not the case however in Latin America, where
only a little over half the workforce at Triple A Barranquilla (Colombia) are covered by
some form of collective bargaining agreement.
Procedures for negotiations on which the Canal de Isabel II Gestión Works Committee
is represented
•Collective Bargaining Agreement Committee.
•Equal Representation Committee: seven members of Senior Management and seven from the Works Committee. Monthly
meetings on an ordinary basis, and as often as requested on an extraordinary basis. Functions: to oversee application,
compliance and interpretation of the terms of the agreement.
Canal de Isabel II Gestión (Spain)
•Social Affairs Committee: to administer the social action fund. Made up of six members: three from Senior Management and
The 18th Collective Bargaining Agreement sets out the terms in force up to 31 December
2012. It provides a framework for stable relations intended to achieve the highest levels
of productivity based on the best use of human and material resources and on the
basis of mutual cooperation by the parties involved in all aspects which could lead to an
increase in performance and allowing for further development.
•Training Committee.
•Health and Safety Committee.
The Works Committee, made up of 25 members, is the body which represents workers,
with the functions and responsibilities laid down in the Workers' Statute.
Following the incorporation of the new company, Canal de Isabel II Gestión, the
recruitment of new personnel to the company as from July 2012 was performed
pursuant to the 3rd State Collective Bargaining Agreement for the Industries of Capture,
Elevation, Piping, Treatment, Distribution, Sanitation and Purification of Drinking and
Waste Water.
In the period 2010-2012, the average number of employees affiliated to trade union
organisations stood at 26.69%.
three from the Works Committee.
•Temporary Contracts, Tribunals and Transfers Committee
•Job Evaluation Committee.
•Overtime Committee.
•Calendar Committee.
•Pension Plan Supervisory Committee.
•Equality Plan Monitoring Committee.
Aguas de Alcalá UTE (Spain)
The collective bargaining agreement of the water sector in Spain governs company
activity at Aguas de Alcalá UTE. A works committee represents all workers and is elected
every four years through trade union elections.
Hispanagua (Spain)
There are four collective bargaining agreements at the company corresponding to the
various activities carried on by employees:
• Hispanagua Collective Bargaining Agreement.
• Collective Bargaining Agreement for the Industries of Capture, Elevation, Piping,
Treatment, Distribution, Sanitation and Purification of Drinking and Waste Water (AGA).
• Collective Bargaining Agreement for Waste Water Treatment and River Flows of the
Autonomous Region of Madrid (ADEPUREMA).
• Collective Bargaining Agreement for Construction and Public Works of the Autonomous
Region of Madrid.
The following company-workers joint committees exist: Joint Committee, Negotiating
Committee, Social Affairs Committee, Training Committee and Health and Safety Committee.
Canal de Comunicaciones Unidas (Spain)
Channels of Communication
No trade union representation was present at the company until 2010. The first elections
were held in October 2010 and gave rise to the formation of the Works Committee with
five members representing the entire workforce. The State agreement for office and
administrative workers has been adopted by the company for its workers.
The following are a few of the main internal channels of communication used to meet the
above-mentioned target.
Hidráulica Santillana (Spain)
A specific collective bargaining agreement is in place for the company. The size of the
company means there is no Works Committee. However, a trade union delegate does exist
and is elected on a regular basis according to law.
Collective bargaining agreements and union representation* (%)
spain
Workforce covered by the company
collective bargaining agreement
Workforce covered by sectoral
collective bargaining agreement
(supply and sanitation)
Workers affiliated to trade union
organisations
colombia
• Intranet
In 2012, work was completed on enabling access by all employees to the Intranet via
a shared network of computers at those work centres where there are groups who,
due to the type of activity they perform, had not needed them on a regular basis
previously.
The «Canal&tú» [«Canal&You»] project was launched in order to implement a new
Intranet in 2013 aimed at increasing the functionalities thereof. Publication of the
Canal H2O magazine to increase the information made available from all areas of the
company.
group total
2011
2012
2011
2012
2011
2012
91.79
85.58
35.85
19.88
70.19
62.62
6.93
15.04
0.00
0.00
4.69
10.19
23.36
20.80
14.48
14.45
19.07
17.47
* In all other countries (the Dominican Republic (AAA Dominicana) and Ecuador (Amagua)), the workers are not covered by collective bargaining
agreements and there is no trade union representation.
In the period 2010-2012, the average number of Canal Gestión Group employees affiliated
to trade union organisations stood at 17.47%. 62.62% of the workforce is covered by one
collective bargaining agreement or another.
3.1.6. Internal Communications
We are improving communication with our employees year after year at every company
in the Group. As evidence of the steps being taken in this regard, we have included details
on the efforts made at three Group companies over the course of 2012.
Steps taken at Canal de Isabel II Gestión (Spain)
Canal Gestión is concerned with facilitating the development of a culture of
communication within the organisation through the rapid deployment of communication
strategies fostering corporate identification on the part of workers.
Efforts are also being undertaken to raise awareness among employees of the need to make
commitments to existing causes both within and beyond the work environment. These
activities include the following:
• Charitable events:
> Organisation of the «Charity Coffee Event for the Spanish Cancer Association and
Red Cross».
> Organisation of the project «Red Cross - Canal Gestión Charity Coffee». The total funds
Internal Communication Programmes at Triple A Barranquilla (Colombia)
raised by employees at these events are matched by the company and donated in full
to the beneficiary organisations.
The most important include the following:
> Commemoration of World Women's Day.
Sport was another form of communication between employees of Canal Gestión and was
materialised through various events organised for them at both internal and external
levels. These included Canal Deporte: a competition between employees in various
disciplines; the Inter-Company Tournament Against Hunger; spinning, aerobics and pilates
classes for employees; a company 7-a-side football league; the 23rd Water Race; and
participation by employees in the 9th Company Race.
The following activities were also organised:
Name of the
Programme
Triple A TeVe
Type of Information Communicated
• Informative content, Educational and commercial
content
Frequency
Medium
Used
Daily
Virtual notice boards located
at main headquarters
Bi-monthly
Printed newsletter
Daily
E-mail to executives and
process managers
Half-yearly
Printed magazine distributed
to employee homes
Weekly
Internal web platform
• Advances in company management
• Information on tasks and/or material equipment used
every day at an operational level
• Information on outstanding work
• Citizen culture
Caudal
• Organisational culture
• Employees: children’s drawing contest for children of employees. A calendar with
the winning drawings from said competition. A painting exhibition with the winning
drawings from said competition. Children’s Christmas party for children and families of
employees. Christmas cinema for children of employees.
• Actions related to corporate innovation
• Advances in company projects
• Sports issues
Prensanet
• Retired former employees: tribute event for retired former employees.
Revista Familia
Triple A
• Triple A news published in the media
• Stories of growth, strength and drive about Triple A
people
• How jobs are done in certain parts of the company
• Processes in policy areas and quality documentation
Intranet
• Internal communication and organisation culture
campaigns
• Information on company procedures
Internal communication at Metroagua (Colombia)
In 2012, an important internal campaign was carried out to provide information on the
Code of Ethics Manual. For the period in question, a complete programme was designed
to spread corporate values.
An internal communication programme (entitled Gerente con su Gente) has been set
up, in which each project, procedure and significant event, both internal and external,
is reported on by the general manager with support from a process manager. This
programme is highly important as it means the manager is in constant touch with
the entire workforce, especially with the base team, thus strengthening internal
communication.
An internal information body (called En Equipo) publishes the main events that take place
and achievements made by the organisation.
An e-mail (called Zimbra) provides information about the company.
The various company headquarters have information notice boards on which employees are
kept up-to-date with the latest company news.
3.1.7. Organisation climate at the companies of the Canal Gestión Group
At Metroagua and R&T (Colombia), as well as at AAA Dominicana (the Dominican Republic)
and Amagua (Ecuador), a tool is in place for regular assessment of the work climate.
A score of 93.6 was obtained at R&T when measuring the work climate in 2012, thus
demonstrating that employees have a highly positive impression of the work climate at
this company.
Assessing the work climate at Triple A Barranquilla (Colombia)
higher than our market both nationally and regionally, this being a competitive advantage
for the company.
A work climate study was carried out in 2012 in order to determine the level of satisfaction
among employees. This study was carried out by the consultancy firm HAY GROUP. 81% of
the population took part in the study. The global climate indicator reflected an overall score
of 75%, with the commitment factor scoring highest (92%). The general climate stands
Social benefits for Group employees (thousand euros)
spain
colombiA
ecuador
dominican republic
sum total
2011
2012
2011
2012
2011
2012
2011
2012
2011
2012
Contributions by the company to pension plans
5,749.62
303.00
-
-
37.88
50.87
-
105.28
5,787.49
146.85
Voluntary medical insurance
1,210.97
1,241.25
36.40
24.46
36.64
38.18
17.15
21.55
1,301.15
1,325.44
370.85
371.39
133.07
160.92
16.20
29.67
-
2.20
520.12
564.19
1.36
1.40
-
-
-
-
-
-
1.36
1.40
87.76
115.96
92.26
108.15
-
-
-
-
180.02
224.11
-
39.56
19.13
37.65
-
-
-
-
19.13
77.21
44.44
44.44
-
-
-
-
-
-
44.44
44.44
7,464.99
1,511.00
722,347.11
765,580.30
126.24
152.63
909.24
6,523.10
730,847.59
773,767.03
Employee transport subsidies
Financial help for disabled children
Financial help for the education of children of employees
Other miscellaneous financial help *
Contribution to the Retired Employees’ Club **
Total financial contributions
* Contributions from Metroagua and R&T.
** Only Canal Gestión in Spain.
3.1.8. Social benefits for Group employees
(lunch) voucher to all employees working at lunchtime and who request it. Gifts are also
given to employees and their children at Christmas.
Financing of 71.25% of public transport costs for employees on a permanent employment
contract. 873 employees benefited from this transport subsidy in 2012.
Medical and dental coverage for Canal Gestión employees and reduced rates for family
members. Work and personal life balance thanks to the working hours and conditions at
Canal Gestión.
Access to sports and recreational facilities for employees and family members under
advantageous conditions.
Organisation of socio-cultural activities for the Retired Employees Association, of which
employees automatically become part when they retire.
As regards the contribution from Inassa to sport, culture and social activity by its
employees, the following is carried out over the course of the year:
• Incentives and sponsorship for participation by its employees in women’s and men’s
football championships.
• Promotion of participation by its employees and their children in tennis and football
classes.
• Celebration of employee birthdays.
• Celebration of Christmas with the children of employees.
• Celebration of Christmas with employees.
Inassa (Colombia)
Inassa provides financial assistance to its employees for post-graduate studies equal to
50% of the total cost of said studies. Furthermore, the company provides a free food
• Celebration of special days, such as Mothers’ Day, Labour Day, Valentine’s Day and
Friendship Day.
• On a voluntary basis and in addition to its legal obligations, Triple A provides its
executive staff with a benefit consisting of a Collective Health Policy or Additional
Health Plan.
• Those employees covered by the collective bargaining agreement and their children
receive an annual education grant to pay for a part of their school enrolment fees.
• The company provides transport for all employees working at the Acueducto and
Ciudadela headquarters, as these buildings are not considered to be in central locations.
• The company provides a free food voucher to all employees working at breakfast,
lunch and dinner times and who request it.
• The company runs a programme entitled Construyendo Futuro [Building Future]
through which it fosters the necessary conditions for employees on the lowest incomes
to take part in the draw organised by the Caja de Compensación to acquire a home.
The company makes a financial contribution to facilitate savings, a requirement for
applying for the subsidy offered by the National Government.
In terms of activities organised for employees, the company has a social welfare
programme aimed at employees and their families under which numerous actions are
carried out, including:
ACTIVITY
PARTICIPANTS
DESCRIPTION
Employees
We foster integration and socialisation among employees. At
the same time, we stimulate healthy lifestyles by offering a
number of different sports activities.
Children
We promote the pursuit of sport and good use of free time by
the children of employees, offering them the chance to realise
their dreams and improve their quality of life.
Family unit
This sport is offered to all members of the family unit and can
be enjoyed every day on company premises.
Daughters
Activities aimed at the daughters of employees that seek to
rescue, preserve, develop and spread the cultural values of the
region.
• Recreational
Children
A number of activities are organised during school holidays to
stimulate the minds of the children of theemployees.
• Family training
Family unit
Help via the Caja de Compensación Familiar on the various
courses available.
• CreSer Programme
Family unit
Permanent training and personal guidance spaces to foster
the integrated growth of employees and their families through
programmes and activities that contribute and raise their
quality of life.
The company expresses a strong interest in the organisation of activities aimed at
employees and their families. Those activities include the following:
• «Línea amiga»
Family unit
A telephone helpline for direct contact with the Social Welfare
service for requesting information or assistance in the event of
a family accident.
• Internal and external sports championships in women’s and men’s football, softball,
basketball, table tennis and swimming.
Family unit
Help in gaining access to subsidised housing.
• Group weddings and seminars for couples, as well as first communions for children and
family Christmas celebrations.
Family unit
Support for the resolution of family conflicts.
• Recreational holiday programmes for the children of employees, on which they enjoy
varied and creative activities.
• Internal football
championship and
bowling tournaments
SPORT
• Football, taekwondo and
swimming
• Tennis
• Dance school and
participation in the
children,s carnival
RECREATION
• «Construyendo Futuro»
Programme
• Therapeutic support
during a crisis and
improved family
relationships
• Days aimed at fostering entrepreneurial spirit and promoting the creation of small
companies by the relatives of employees.
Recaudos y Tributos (Colombia)
The company promotes the creation of microcompanies among the wives of employees.
Every year, courses are organised that enable them to develop a productive trade for the
market, thus increasing household incomes.
The social welfare programme includes food, mobility and education aid. In addition, the
following initiatives were developed at R&T in 2012:
The company gives gifts at Christmas to all the children of its employees and holds a party
for all families.
People affected by natural phenomena or special personal situations receive help from the
company.
• Celebration of commemorative dates, such as Family Day on which a programme of
special community and integration activities is organised.
• Employee services. Visits in the event of a death in the family or the birth of a child.
• New Year party for employees and their families.
In order to motivate its employees, the company provides its employees and their families
with access to loans from national banks, health insurance coverage, life insurance
and 24-hour ambulance services in the event of a medical emergency anywhere in
the country. The company also helps pay for school equipment for the children of its
employees.
The activities organised specifically for company employees include the following:
Canal Gestión Employees and Sport (Canal Deporte 2012)
Canal Gestión Employees
Spor
Canal Gestiónand
Employee
The sixth edition of Canal Deporte [Canal
Sport], held in 2012, once again beat all
records in terms of the number involved, with
1,229 registrations for the 16 sports staged.
• Social integration activities with employees (Summer family party / Christmas party).
• Interdepartmental decoration contest for the Christmas parties.
• Leadership days in nature, involving all employees regardless of their position in the
company.
Amagua (Ecuador)
The company provides numerous benefits to its employees, including:
• Personal accident coverage for all employees.
• Private life insurance.
• Private health insurance for each employee, as well as the option to include family
members (payable by the employee).
The championships involved 694 members of
Canal Gestión, companies within its group,
pensioners and relatives of employees, with
the clear aim of increasing social ties and
sportsmanship among work colleagues,
promoting healthy competition and the healthy
habits involved in sporting pursuits.
The competitions featured swimming, Basque
pelota, clay pigeon shooting, basketball,
sailing, canoeing, dominoes, tennis, chess,
cards, mountain biking, cross country running,
combined athletics, paddle tennis, golf and
7-a-side football. Canal Gestión has at all
times provided the resources required in order
to allow its workers to engage in sport under
the best possible conditions, contributing
modern facilities and sports materials and
equipment within a context lending itself
to communication and the exchange of
experiences in each of the 16 competitions.
Canal Sport 2012 ended with the presentation
of trophies, musical performances by a number
of employees with talents in this field, games
for employees' children and a video featuring
the finest images of the competitions.
• Finance for higher education studies.
The following sports and recreational activities are organised every year:
• Christmas, New Year and Employee Birthday parties.
• An annual integration trip.
3.2.1. Investments by Canal de Isabel II Gestión (Spain)
3.2. Investing in Infrastructure
Canal de Isabel II Gestión, S.A., which since its incorporation has been continuing the
work previously undertaken by Canal de Isabel II up to 1 July 2012, is one of the largest
investors in the Autonomous Region of Madrid. In the period 2010-2012, the sum total of
investments made by both companies amounted to 1.11 billion euros.
Aggregate investment by the companies in the Canal Gestión Group in 2012 amounted to 345.59
million euros. This is a similar figure to the 345.74 million euros of investment in 2011 (excluding
the operating rights for re-use networks owned by Madrid City Council). The breakdown of this
investment by country is as follows:
As a result of applying the rules for adapting the General Chart of Accounts to
concessionaires in 2011, infrastructure investments are now classified in accounting terms
as an item of Intangible Assets under the heading of Concession Agreements. However,
for management purposes, the following tables show these investments according to the
type of investment in question:
Percentage breakdown by country of aggregate investment made by the Canal Gestión Group
in 2012
8.03%
Colombia
0.22%
Dominican
Republic
Investments (thousand euros)
2010
2011
2012
Land acquisition and development
6,336
3,359
6,104
Building renovation
5,023
2,620
3
635
1,180
2,288
Transport networks and large conduits
39,641
52,158
27,499
Improvement and enlargement of treatment plants
30,538
21,417
7,361
Distribution network transport works
43,902
45,031
42,091
Construction and enlargement of purification plants
49,980
52,233
45,123
1,701
3,518
5,123
Information processing equipment
10,446
8,887
7,154
Tank installations
20,238
23,066
22,870
169
910
2,049
1,082
2,112
1,126
Madrid sanitation system
17,018
13,169
13,823
Technical conformities
17,036
46,356
12,908
7,066
7,448
16,120
0
189,000
0
38,526
29,162
103,136
289,337
501,626
314,781
0
-62,999
-74,313
289,337
438,627
240,469
Construction and equipment of intake systems
91.23%
Spain
0.74%
Others
0.52%
Ecuador
Specialised complex installations
Developments, accesses and roads
Reservoir and dam installations
Re-use networks
Madrid City Council Re-use Agreement
Other
Total investments made
Investments with allocation for replacement provision
Total new assets
Note: The 2012 data correspond to the combined totals for Canal de Isabel II from 1 January to 30 June and for Canal de Isabel II Gestión, S.A. from
1 July to 31 December.
As regards the amount corresponding to investment programmes in 2012, the most
important in terms of volume are as follows: the projects related to the supply guarantee
programme which, with an investment of 94.19. million euros, include the expansion of
the supply network, with 87.88 million euros invested for said purpose; the environmental
commitment programme, with 77.63 million euros; the quality guarantee, with 9.95
million euros; technological innovation, with 22.17 million euros; and the adaptation of the
general services of the company, with 8.51 million euros.
Percentage breakdown of investments made by Canal de Isabel II and Canal Gestión in 2012
36.90%
Supply
34.39%
Other
investments
Similarly, by applying the rules for adapting the General Chart of Accounts to
concessionaires, the investments made and considered as replacements for existing
infrastructures have not been activated as a greater value under intangible assets since
1 January 2011, but are applied to the provision made for said purpose under liabilities in
the balance sheet.
For this reason, the total for new intangible assets in 2012 (Canal de Isabel II from 1
January to 30 June and for Canal de Isabel II Gestión, S.A. from 1 July to 31 December)
amounts to 240.47 million euros. This is 74.3 million euros less than the total amount of
investments made in the year after deducting the investments made for the renewal or
replacement of existing infrastructures.
It should also be pointed out that Total Investments includes new networks and
installations for the purpose of technical conformity, which do not represent outgoing cash
flow from the company as they are installations built by third parties (mostly developers)
that are incorporated into the Intangible Assets of the company for management
purposes. In accounting terms, these items are reflected under the heading of Subsidies,
Donations and Legacies received under liabilities in the balance sheet.
In the period 2010-2012, investments in new infrastructures and the maintenance of
already existing infrastructures have been high. In relative terms, for every 100 euros
spent by the people of Madrid on water services over the course of these three years,
approximately 33 euros were spent on investments to improve the service provided by
Canal Gestión (not including the 189 million euros corresponding to the Reclaimed Water
Transport and Supply Management Agreement signed with Madrid City Council in 2011).
4.86%
Land, buildings
and common
services
5.12%
Re-use
18.73%
Sanitation
3.2.2. Main investments in Colombia and Ecuador
In 2012, Triple A has maintained its clear wish to accompany its area of influence in terms
of urban and social development. The company invested a total of 16.06 million euros in
this area.
Investments were made in supply infrastructure, sewerage infrastructure, sanitation,
buildings and electromechanical assemblies. Particularly important was the environmental
sanitation project in the eastern Barranquilla basin, also a significant demonstration of the
effective alliance between the public and private sectors to generate high-impact solutions
to one of the greatest problems in the city: water pollution, especially the channels that
flow through the city.
This is an ambitious plan that combines nine separate projects to build new collectors,
pumping lines, pumping stations, networks, outlets and a new treatment plant. The
Barranquillita WWTP is currently under construction and is considered one of the two most
important parts of the project. From there and via an advanced pre-treatment system,
waters from the south-east area of the city will be taken to the River Magdalena through a
subfluvial outlet that will enter service in 2013.
Main investments made by Triple A in 2011 and 2012 (euros)
Projects
2011
2012
total
Replacement of sewer networks in Barranquilla
2,849,253
2,876,641
5,725,894
Replacement of sewer networks in Soledad
1,098,432
1,109,016
2,207,448
Replacement of water supply networks in Barranquilla
966,592
1,031,303
1,997,894
Los Pocitos degasification sanitary landfill Project, civil works and
assembly for biogas capture and use subprogramme (MDL Project)
412,595
734,477
1,147,072
Construction container 3 and 4 and ancillary sanitary landfill works
Los Pocitos
864,431
Environmental sanitation eastern Barranquilla basin
Replacement of networks and collectors in the municipality of
Puerto Colombia
282,702
Pinar del Río sewer networks
233,723
Sum total
6,707,727
Main investments made by Metroagua in 2012 with company resources (euros)
2012
Southern Water Supply secondary networks
622,497
Optimisation of the submarine outlet
393,225
Expansion and replacement of sewer networks
351,263
Investment at waste water pumping stations
327,471
Avenida Ferrocarril waste water collector
175,632
Transport equipment / Communication and IT equipment / Office equipment / Lab
equipment / Machinery and equipment
175,632
El Roble plant optimisation
169,575
Mamatoco San Jorge water conduit
167,845
Los Mangos water supply and sewer lines
134,968
Tres Cruces water supply tank
114,204
113,339
-
864,431
Improvements at the Mamatoco treatment plant
357,978
357,978
Bastidas-Caribbean Sea rainwater collector
80,894
-
282,702
Playa Salguero sewer network
63,591
Expansion and replacement of supply networks
49,748
Zoning
47,152
Investment at drinking water pumping stations
24,225
Tele-control
11,680
233,723
6,109,415
12,817,142
The largest investments using company resources carried out in 2012 by Metroagua in Santa
Marta (Colombia) amount to 3.02 million euros:
Total Investments
3,022,940
Finally, Amagua (Ecuador) carried out the following projects for a total investment of 3.22
million euros in 2011 and 2012:
Main investments made by Amagua in 2011 and 2012 (euros)
Projects
2011
2012
total
Milán - Cataluña pipeline
13,182
-
13,182
Pumping station - booster system
64,562
-
64,562
1,815,612
534,913
2,350,525
Los Arcos Sector aeration tank construction
272,740
139,578
412,318
Rinconada del Lago sewerage system installation
289,860
-
289,860
-
93,841
93,841
2,455,955
768,332
3,224,287
Phase II Northern Pipeline interconnection
Milán-Málaga II pipeline
Total investments
3.2.3. Projects and works to ensure future regional development in our areas of influence
Every year, the integrated water cycle management companies in the Canal Gestión Group
draft and process dozens of general supply and sanitation infrastructure projects defined
in the planning forecasts or required to maintain service capacity at the installations. The
companies also draft designs and works management projects for the architecture and
landscaping carried out on our premises and within our buildings.
During the period 2011-2012, a total of 180 infrastructure projects were processed and
drafted, with a total designed works total budget amounting to 432.91 million euros in
this period.
PROJECTS CARRIED OUT BY THE COMPANIES IN THE CANAL Gestión Group
CANAL GESTIÓN
NUMBER OF PROJECTS
INASSA
triple a
METROAGUA
AMAGUA
group TOTAL
2011
2012
2011
2012
2011
2012
2011
2012
2011
2012
2011
2012
6
11
-
-
23
8
4
2
3
2
36
23
15
7
-
-
22
16
7
2
2
1
46
26
Number of re-use projects
6
9
-
-
-
-
-
-
-
-
6
9
Number of building projects
6
4
-
-
-
1
-
-
-
1
6
6
Number of building works
management projects
6
3
1
8
-
4
-
-
-
-
7
15
39
34
1
8
45
29
11
4
5
4
101
79
Supply project budget
83.70
65.90
-
-
21.13
9.38
1.79
1.26
1.87
0.63
108.49
77.16
Sanitation project budget
18.30
43.60
-
-
28.10
19.92
5.02
2.86
0.56
0.14
51.98
66.52
Re-use project budget
44.00
55.70
-
-
-
-
-
-
-
-
44.00
55.70
Building project budget
11.10
7.80
-
-
-
0.30
-
-
-
0.03
11.10
8.12
4.50
2.20
0.02
0.08
-
3.04
-
-
-
-
4.52
5.32
161.60
175.20
0.02
0.08
49.23
32.64
6.81
4.12
2.43
0.79
220.08
212.83
Number of supply projects (capture,
treatment and distribution)
Number of sanitation projects (sewers
and treatment)
Total Projects
PROJECT BUDGETS (million euros)
Building project works management
budget
Total Budgets
Of the 31 projects carried out in Spain in 2012, 35.48% correspond to supply works and
22.58% correspond to sanitation. The proportion is noticeably different in Latin America,
where sanitation projects account for 57.58% and supply projects account for 36.36%.
This is due to the important sewerage and treatment infrastructures planned in the cities
where the Canal Gestión Group operates.
Percentage breakdown of projects carried out in 2012
(not including building works management)
Over the course of 2012, Canal de Isabel II Gestión awarded a total of 138 works contracts
worth a total amount of 103.12 million euros. In Barranquilla, Triple A awarded 13 works
contracts worth a total amount of 1.92 million euros. Metroagua awarded one works
contract worth 1.65 million euros. Amagua awarded four works contracts worth a total of
93,841 euros.
3.2.4. Creating jobs
Projects in Spain
The Canal Gestión Group helps create and maintain jobs in the regions where we provide
our services, not only directly by maintaining our own staff and hiring new people but
also indirectly through the jobs created as a result of acquired assets and the activities and
services we contract out to our suppliers and contractors.
12.90%
Building
35.48%
Supply
29.03%
Re-use
22.58%
Sanitation
Based on currently available information, the Canal Gestión Group estimates that for
each direct job created at our company approximately one other indirect job is created
elsewhere. Applying the same hypothesis to the other countries, the number of jobs
generated by the activity of the Canal Gestión Group would thus stand at approximately
8,500 direct and indirect jobs.
3.3. Committed to innovation and technological development
Since the outset, the Canal de Isabel II Gestión Business Group has been committed to innovation
and technological development when facing the challenges posed by the management of the
integrated water cycle.
Projects in Latin America
6.06%
Building
3.3.1. Contributing to R&D+I (at Canal Gestión)
36.36%
Supply
57.58%
Sanitation
The efforts in innovation made by the company over the last few years are clearly
reflected in the portfolio of R&D+I projects and agreements at the end of this year; 80
projects worth an accumulated total (2005-2012) of 43 million euros.
A total of eight new project proposals and initiatives were analysed over the course of
2012, leading to the implementation of six new recruitment processes, agreements and
consortiums for the execution of research projects, as well as the proposals approved
by the R&D+I Committee. These new projects bring the total number of projects
launched and partnerships established in previous years to 28 active projects this year.
From the R&D+I budget in 2012, 986,402 euros were spent on contracts, agreements and
sundry expenses. When adding internal costs arising from the involvement of Canal de
Isabel II Gestión staff in these projects, as well as activities and investments from other
areas of the company related with the projects under development, the total amount
spent on R&D+I amounts to 5.47 million euros.
Water for consumption and
health
The following is a list of the most important R&D+I projects that were active in 2012:
Line of Research
Ensuring balance of
availability and demand
Guaranteeing strategic
continuity of service
Strategic infrastructure
management
Carrying of nutrients and organic matter from the river basin to
the Pinilla reservoir and its effects on the eutrophication process:
assessment, modelling and palliative measures.
Complete
Development of water quality simulation models on the supply
network
Ongoing
Sample taking and analysis of micro-organisms in waste water from
the Viveros de la Villa WWTP for the microbial population study
Ongoing
Environmental health assessment of emerging organic pollutants
of anthropogenic origin (pharmaceutical products or other relevant
compounds) in waters from waste water treatment plants
Complete
Active Projects in 2012
Status at
31/12/2012
Development of sustainable technologies for the integrated water
cycle. TECOAGUA-PRESIÓN
Ongoing
Preliminary plant for experimentation with efficient water treatment
and re-use technologies
Complete
Development of sustainable technologies for the integrated water
cycle. TECOAGUA-NIEVE
Ongoing
Study of risk factors related to the presence of acanthamoeba and
other protozoa in waters of our region
Ongoing
Characterisation of nocturnal flow components in distribution sectors
Launched in 2012 and
under way
Assessment of the levels of biocides and personal hygiene products in
sludge from waste water treatment plants managed by Canal Gestión
Ongoing
Zoning Plan for the supply networks of Canal de Isabel II
Ongoing
Complete
Development and update of hourly consumption models per zone on
the supply network of Canal de Isabel II Gestión
Measurement of energy efficiency in an optimised control system for
supplying air to biological reactors (ADEX)
Ongoing
under way
Applicability of various techniques for detecting ground subsidence in
areas affected by the exploitation and refill of aquifers
Ongoing
Development of analysis tools for the supply and distribution network
of Canal de Isabel II
Development of technologies for a sustainable transition of urban
water services TRUST
Ongoing
Definition of structural breakage and failure patterns on the
distribution network, supply network and metering sections of Canal
de Isabel II Gestión
Ongoing
Study of real roughness of conduits in service for the transport of
water under pressure
Ongoing
Environmental integration
and sustainability
Carbon footprint assessment and analysis of sustainability in the waste Launched in 2012 and
water treatment plant selection process
ongoing
Pilot plant for the study of membrane technology in the line of sludge
treatment at DWTP
ongoing
Smart radio system based on meshed networks for the remote reading
Ongoing
of e-meters SILICE
Study of the influence had by installation conditions on meter precision
and error assessment when measuring non-domestic consumption in Ongoing
the Autonomous Region of Madrid
Measurement of the influence had by information provided to users on
Ongoing
the good use of water
Management efficiency
M-BUS as Meter Reading Protocol
Complete
SENSOTUBO Optimisation system for the networks intended for water
transportation
Ongoing
Development of an automatic early warning system for detecting
odours in water installations
Ongoing
Development of a simulator to optimise operations at the Navarrosillos
WWTP
under way
Use of remote detection to identify irregularities in water consumption
control
under way
6
1
16
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news and events related to research, development and innovation, thus encouraging
and facilitating the generation of opinions and debate on the topic. With 21,500 hits in
2012, the blog now has an accumulated total of 46,000 hits since it was launched. The
publication of 73 articles brings the current total to 148.
An ideas management platform entitled GENYAL was also launched in 2010. The project
has been conceived as a permanent and cross-cutting activity affecting all areas of the
company with which to foster involvement and participation by its employees.
In 2012, a new campaign was developed on the GENYAL platform, responding to the
challenge of «Reducing the risk of freezing throughout the measurement section». This
brings the total number of campaigns developed on the platform to six, in which more
than 340 employees took part and in which more than 700 ideas were offered.
3.3.2 Technology working for our customers (external and internal)
The knowledge produced and the results from some of the most important research
projects have lead to the publication of four new volumes in the R&D+I Notebooks
collection, bringing the total published in previous years to 16.
The following are the volumes that were published in 2012:
• Monitoring of urban development consolidation in the Region of Madrid using remote
detection techniques.
• Experiences for the recovery of phosphorus from waste water in struvite form at Canal
de Isabel II.
• Integration of weather forecasting into the management models of the supply system
of Canal de Isabel II by using daily contribution models (digital format).
• Monthly and seasonal contribution forecast capacity improvement within the scope of
Canal de Isabel II (digital format).
The Canal Gestión Group applies its technology to foster the efficient use and management
of resources, demand and infrastructures. In this regard, the application of advanced ICT
systems is present in every one of our processes.
The actions currently under way in terms of technology are included in the strand of
action entitled «Improving the Efficiency of Support Processes» and are focused on
boosting technological innovation and enhancing advanced information, communication
and remote control systems and technologies.
Information technology initiatives at Canal Gestión (Spain)
The following information systems were implemented over the course of 2012:
Information technology projects in 2012
Initiative
Current status
Implementation of a unified system for the management of incidents, requests and actions within the
scope of information, communication and remote control technologies (SUSY)
Complete
Over the course of 2012 and in order to share the projects, experiences and activities
related to R&D+I carried out by Canal Gestión, and in order to encourage the involvement
of staff employed by the company in R&D+I, two informative sessions were organised
for staff of Canal Gestión on Remote detection and on the various Study initiatives on the
viability of increasing precipitation in the Sierra de Guadarrama.
Separation and adaptation of corporate systems for the new company
Complete
Implementation of the SAP GRC System for the Management of Corporate Risks and Process Control
(GRECYA)
Complete
Implementation of the SAP PCM financial analysis system on the developed cost analysis model
(CONAN)
Complete
As part of the drive to stimulate innovation at the company, the R&D+I Blog was launched
at the end of 2010 as an internal forum for participation on which to present articles,
Implementation of an application for the management of groundwater (TEXAS project)
Complete
Implementation of the new website
Complete
As regards the actions related to the governance of information technologies, the control
of information and the protection of information carried out in 2012, the following are
worth particular mention:
• Development of the methodology used to manage the portfolio of projects and assess
investments in terms of ICT.
• Definition of targets and indicators for the Information Systems control panel.
• Application of the LEAN methodology for the optimisation of the ICT services provided.
Specifically, this was applied to improvements in workstation provision and in access by
third parties to the corporate data network.
• Drafting of the General Safe Developments Procedure and the controls to be applied
for the protection of information throughout its life cycle, according to its security
classification.
• Security Audits (12) on the new implementation of information systems.
• Analysis and Diagnosis of backup systems and backup processes.
As regards the satisfaction of the internal customer, it should be noted that the IT service
assessment survey on the response to incidents and requests related to workstations
received an average score of 73% over the course of 2012.
• Installation of the Testlink tool for the creation, storage and execution of test cases.
Information technology initiatives in Latin America
In turn, the main projects carried out by Triple A in 2012 were the following:
In Colombia, the main information technology projects carried out by Inassa in 2012 were
the following:
• Irregularity process automation (phase II) via the technology system (mobile-web). Pregeophone - Billing. Implementation of the pre-geophone process enabling inspection
officers to close work tickets directly from the field and thus reduce process time.
• Commercial system update.
• Management of mobile billing. A project that will implement online billing management.
• Company unification (Triple A Atlántico and Triple A).
• Development of the system to support the «Verdeazul» programme.
• Consultancy and redesign of processes I and II.
• Giscom Alcantarillado y Acueducto (Phase II). Implementation of mobile adding and
updating of sewerage and supply network elements.
• Improvements to the support tools of the Contact Centre for controlling the entire
process.
• Continued implementation of accounting interfaces.
• Development and implementation of readings and bill delivery via mobile devices.
• SGIE. Construction of an energy management system as a way to reduce power
consumption and guarantee efficient and rational use of energy.
• Existing functionalities in the Amerika system were refined and new functionalities and
modules added.
• Reinstallation, reconnection, disconnection and suspension in the commercial
department.
In 2012, Triple A also undertook a series of projects aimed at optimising existing systems
and covering processes that lacked technological support. These projects included the
following:
• Network and telecommunications infrastructure: a fibre-optic link was installed
between the two company headquarters.
• Continuity and Security: The AMERIKA database is configured in standby mode and an
alternate server installed that means information can be replicated in real time.
• A system was installed and configured to administer the Help Desk.
In 2012, the Systems Department of Recaudos y Tributos focused its efforts on
guaranteeing continuity for the processes that support company operations. Efforts
continued with the general software and hardware support in the cities of Santa Marta,
Villavicencio and Barranquilla; activity that was undertaken by implementing preventive
hardware and software maintenance plans.
Close to 225 thousand euros were invested in infrastructure, maintenance and acquisition
of software required for improving processes and meeting contractual obligations.
In 2012, a new version of the Tributos Portal was created that enables taxpayer queries to
be optimised. In turn, the use of company infrastructure was optimised by unifying the
databases used by the various applications.
Information was cross-checked between the databases of Recaudos y Tributos and
Metroagua, and the new company website was launched to provide corporate information
and details about the activities carried on by the business units.
Furthermore and as a contingency mechanism against conventional electricity failures
at the Santa Marta headquarters, an electricity generator was purchased in 2012 that
supports all the equipment in the Customer Service and Systems offices.
Finally, the most important initiatives in terms of information technology systems carried
out by AAA Dominicana in 2012 were the following:
• Increased broadband for the internet service.
• Hardware updates: the two old servers were replaced by a new one in 2012.
• Reorganisation of the voice and data cabling at the Data Centre.
• Purchase of printers for ticket-style payment receipts.
• Implementation of the Business One SAP financial system.
• Digitalisation System for the human resources departments: helping to reduce costs
and improve service efficiency.
• Internal Request Management System, as a tool to support the IT, general services,
procurement and security departments.
3.3.3 Tele-control and communications: key to modern water management
Tele-control at the companies in the Canal Gestión Group helps ensure modern
and efficient management of our facilities, which makes it possible to define the
main operating parameters in real time and direct action towards covering priority
requirements.
KEY FIGURES ON TELE-CONTROL IN 2012
Tele-control and Communications. Actions carried out and main milestones - 2012
spain*
Remote stations monitored (No.)
colombia**
ecuador
total
1,377
93
7
1,477
16,310
3,107
5
19,422
47
90
-
137
Tele-control operations carried out (No.)
4,795
90
-
4,885
Availability of all field instruments (%)
97.54
97.00
100.00
98.18
Direct measurements (No.)
Tele-control installations (No.)
* Only includes Canal de Isabel II Gestión.
** Includes Triple A and Metroagua.
92.4% of all remote stations monitored correspond to facilities managed by Canal Gestión.
The parent company is also responsible for 83.3% of the direct measurements taken by
the tele-control systems in 2012.
Tele-control and communications at Canal de Isabel II Gestión (Spain)
Canal Gestión has a comprehensive remote control system that provides real-time
awareness of the water situation in its supply and sanitation infrastructures, the status
of water quality, underground water intake systems and other similar parameters. The
remote control network currently monitors 1,377 remote stations from the Main Control
Centre (MCC) and manages a total of 16,310 measurement instruments. The company has
47 remote control installations from which it performs a large number of operations (an
average of 13 per day).
Tele-control
Automation, monitoring of electrical parameters and integration into the tele-control network of:
• Nine waste water pumping stations.
• The Montaña and Navahondilla pumping stations.
• Four tertiary treatment centres and three regulation tanks from the reclaimed water production and supply system.
Installation, start-up and integration into the tele-control system of:
• 60 new control points (flow and pressure) for the company’s distribution network zoning plan.
• 26 control points (level measurement and flow transformation) in the network of collectors of the company’s sewer system.
• 49 waste water treatment plants.
• 22 groundwater capture points.
• Continuous input and output water quality measurement system at 10 waste water treatment plants.
• Griñon conduit and the well field of the Guadarrama system.
Integration with tele-control of:
• The public warning system in the event of an emergency at the Navalmedio, La Jarosa, Navacerrada, Valmayor, Las Nieves,
El Vado and Pedrezuela dams.
• The turbine electricity generation system installed at the Majadahonda tank.
• The electricity production at the Pinilla, Riosequillo, Puentes Viejas, El Villar, El Atazar, Pedrezuela and Torrelaguna mini power
plants.
• The auscultation devices supported in DGPS at the El Atazar and Riosequillo dams.
All processes associated with the Loeches composting plant.
Complete overhaul of the tele-control systems (instrumentation and local control) at the Hortaleza tank.
COMMUNICATIONS
Expansion of the broadband MPLS Ethernet Telecommunications Network with 11 new nodes and 19 high-capacity radio links.
Installation of seven digital mobile telephony stations in closed groups of users (TETRA) for the Emergency, Safety and Rescue
Network of the Autonomous Region of Madrid.
Connection of 30 reclaimed and treated water elevators and stations to the Telecommunications Network.
Fibre optic cable laying:
• Majadahonda – Sta. Engracia.
• New tank in Vallecas.
• New elevation in San Juan with the south-west corner (to Rozas de Puerto Real).
Extension of voice over IP telephony and data telecommunications services at the new plant in Valmayor and at the support
centre in Majadahonda.
Emergency communication service in the El Madroñal tunnel.
Migration of five analogue switchboards for IP telephony services.
Extension of the tele-control IP network to 36 locations.
Key Figures on Tele-Control by Canal Gestión
2011
2012
1,205
1,377
15,567
16,310
47
47
Tele-control operations carried out (No.)
4,501
4,795
Availability of all field instruments (%)
98.07
97.54
Remote stations monitored (No.)
Direct measurements (No.)
Tele-control installations (No.)
Tele-Control at Aguas de Alcalá UTE (Spain)
In Alcalá de Henares, there is:
• A tele-control and remote control device installed in the tanks that records data and
controls valve opening. This information is updated every minute in the devices and
reports every hour.
• Also, Aguas de Alcalá has 14 additional tele-control devices distributed around the city
in various flow meters.
Tele-control at Hidráulica de Santillana (Spain)
All the mini power plants managed by Hidráulica de Santillana are subject to tele-control
and remote control (a total of eight). It is possible to obtain all sorts of measurements
from the Hydroelectric Control Centre (HCC), including kilowatts per hour of production,
vibrations and fault alarms. It is also possible to start up and stop the machines at the
plants, including everything this implies for the Canal de Isabel II Gestión water system.
Tele-control at Triple A Barranquilla (Colombia)
Three different systems are used for receiving the remote signals. One type of station
establishes communication via radio, while the other two use mobile telephony channels.
All stations currently use the general client-server system. In terms of the software, the
SCADA Intouch application from Wonderware enables us to visualise and record each of
the operational variables from the supply and sewerage systems.
The remote control and tele-control system is an automated and digitalised centre created,
implemented and launched by the team of engineers from the company’s Technology
Development Department. In total, there are 88 motorised remote installations and
another subject to tele-control that perform 3,066 direct measurements.
The instrumentation at each one of the stations basically measures tank levels and output
pressure in the lines. All the instrumentation installed to date is currently monitored. In
total, our infrastructure currently contains 54 monitoring points, of which only 20 are in
operation (37%).
Tele-control and Communications at Metroagua (Colombia)
Tele-control at Amagua (Ecuador)
The tele-control system is designed to monitor the operational variables at the treatment
plants, supply and sewerage pumping stations and the flow meters for certain special
customers. Furthermore, the fleet of vehicles operated by the company is also monitored.
Amagua has a tele-control system for monitoring seven stations. The measurements
performed at these points relate to pressure and chlorine levels at all of them, with
voltage and amperage also being measured at one of them.
3.4. Looking after relations with our customers
Commitment to public service, responsibility and excellence in the provision of services are the
pillars of our business strategy and our approach to relations with the customers and users of
the Canal de Isabel II Gestión Business Group.
3.4.1. Growth in customers and users: management of the integrated water cycle
The Canal Gestión Group companies engaged in the urban integrated water cycle process
reached a total of 1,901.991 current contracts by 31 December, 2021, of which 85.26%
were residential contracts while 14.74% were for commercial or industrial use.
The number of contracts experienced a global increase over the period 2011-2012 of
2.75%. The number of contracts in Latin American companies increased by 4.13% last
year; while in the Group's Spanish companies the increase was 2.31%.
Growth in the number of contracts (2011-2012)
The population of the municipalities served by the Canal Gestión Group companies numbered
9,151,269 inhabitants in 2012, a coverage rate of 99.09% in the water supply service.
In terms of sanitation services, at the end of 2012 the Canal Gestión Group managed the
sewerage of populations totalling 7,875,572 inhabitants, 85.28% of the population of
the region where the Group operates; in wastewater treatment we served 76.13% of the
population of the region (7,030,706 inhabitants).
In total, the Canal Gestión Group provides integrated water cycle services to 201
municipalities in Spain, Colombia and Ecuador.
2,819
439,680
LATAM 2012
26,805
Municipalities served in 2012
2,715
421,674
LATAM 2011
178
26,302
6 2
Sanitation
1,181,96
132,706
18,021
Spain 2012
134
8 2
Sewerage
128,885
1,154,339
17,100
Spain 2011
185
0
200,000
400,000
600,000
800,000
1,000,000
1,200,000
1,400,000
0
Residential
Other uses
50
100
2
150
200
250
Commercial-industrial
Spain
14
Supply
Colombia
Ecuador
Agreements entered into by Canal de Isabel II Gestión (Spain)
Population served*
Population
coverage in
2012 (%)
2010
2011
2012
6,265,435
6,297,640
6,308,574
99.95
204,120
203,686
203,924
100
spain
6,469,555
6,501,326
6,512,498
99.96
2,050,282
2,063,943
2,077,604
99.00
Metroagua
400,730,756
409,493
428,852
87.73
COLOMBIA
2,451,013
2,473,436
2,506,456
96.87
SUPPLY
Canal de Isabel II Gestión**
Amagua
77,580
94,280
132,315
100
ECUADOR
77,580
94,280
132,315
100
8,998,148
9,069,042
9,151,269
99.09
TOTAL CANAL Gestión Group
4,362,896
4,375,942
5,513,387
87.40
204,120
203,686
203,924
100
SPAIN
4,567,016
4,579,628
5,717,311
87.75
1,607,221
1,652,138
1,697,054
85.00
Metroagua
336,184
343,434
363,172
74.30
COLOMBIA
1,943,405
1,995,571
2,060,226
79.63
Amagua
72,558
80,620
98,035
74.09
ECUADOR
72,558
80,620
98,035
74.09
6,582,979
6,655,819
7,875,572
85.28
Types of agreements entered into by Canal de Isabel II
Type of agreement
Name of agreement
Features of agreement
Business management
Canal de Isabel II Gestión manages the contracts, meter
readings, invoicing and payments, together with the
adaption and maintenance of connections.
Technical and business management
of the water supply
Canal Gestión maintains and operates the municipal
distribution network. This includes renovating
distribution networks with a charge in the form of a
distribution supplement that is paid by the customer.
Integrated water supply management
Canal Gestión maintains, operates and renovates the
distribution network that is registered as part of the
general supply system of the Autonomous Region of
Madrid.
Management of the sewerage system
Canal Gestión maintains and operates the municipal
sewerage system.
Management of sanitation
infrastructures
Agreement between the Department of the
Environment, Housing and Territorial Regulation,
Canal de Isabel II and Local Councils pursuant to
the provisions of Decree 170/1998, of 1 October,
regarding the management of waste water sanitation
infrastructures in the Region of Madrid, which
stipulates the responsibilities involved in operating and
maintaining sanitation facilities.
Re-use of treated water
Cooperation in the construction of the necessary
infrastructure and in the management of the reusable supply of water from the WWTPs that have the
appropriate treatment facilities, used for partial or total
watering of green public spaces.
Management agreements
SEWERAGE
Besides the contracts signed with private customers (households and companies) in
Spain, Canal de Isabel II Gestión establishes management agreements and other types of
contracts with municipalities and large customers for the provision of different types of
services. All the agreements and commitments entered into are individually negotiated
and signed with each local council or large customer.
Agreements other than
management
SANITATION
6,458,323
6,489,281
6,498,495
99.74
SPAIN
6,458,323
6,489,281
6,498,495
99.74
453,345
386,739
434,176
25.58
COLOMBIA
453,345
386,739
434,176
16.78
Amagua
72,558
80,620
98,035
74.09
ECUADOR
72,558
80,620
98,035
74.09
6,984,226
6,956,640
7,030,706
76.13
* Population as at 1 January of each year.
** Includes the Autonomous Region of Madrid and nine municipalities in Castile-La Mancha and Castile-Leon.
In this respect, as at 31 December, 2012 the company managed the water supply in 176
of the 179 municipalities in the Region of Madrid and in nine surrounding municipalities
in the regions of Castile-La Mancha and Castile-Leon, having signed various types of
agreements with them. In addition, it supplies drinking water to housing estates and
industrial parks by means of various forms of management.
Growth in Canal de Isabel II agreements with Local Councils in the Region of Madrid (2008-2012)
66
76
22
11
4
9
4
2008
70
78
18
77
17
8
4
17
8
4
2009
73
2010
74
76
2011
150
13
8
5 3
2012
Comprehensive distribution management
Technical-commercial distribution
Commercial distribution Other agreements
Not managed by Canal
The number of municipalities in 2012 with a comprehensive agreement experienced
noteworthy growth (up 102.7%). This increase can be explained by the adoption by 111
municipalities over the course of the year of the new Canal Gestión management model.
In 2006, agreements began to be signed for the re-use of treated waste water as part of the
Madrid dpura Plan. One of the main strands of action under this plan was the creation of
new distribution infrastructures to re-use the water from the treatment stations managed by
Canal Gestión. As part of this plan, a total of 43 agreements were signed with local councils
by 31 December, 2012. One contract was also signed in 2012 with a golf course.
3.4.2. Customer and user numbers: support services for the management of the integrated cycle and other activities
Some companies in the Canal Gestión Group provide support services for the management
of the integrated water cycle outside what is strictly speaking the commercial management
of water supply and sanitation (plant operation, works and installation of mains connections
and meters, inspections, purchase of materials needed to provide water supply, suspension
and reconnection of supply). Their clients are the companies in the Group that manage the
integrated water cycle. This is the case of Hispanagua, which has Canal de Isabel II Gestión
(Spain) as a client, and Recaudos y Tributos, whose clients include Triple A Barranquilla and
Metroagua (Colombia).
The two Latin American companies that provide commercial management of supply and
sanitation are AAA Dominicana (Dominican Republic) and R&T (Colombia). Between the
two they provide services in 13 municipalities (four in the Dominican Republic and nine in
Colombia), with a total of 3.6 million users. R&T provides commercial management services
for two companies in the Canal Group (Triple A and Metroagua), so only the users served
directly by AAA Dominicana (205,512 in 2012) can be added to the overall number of Canal
Gestión Group users.
These two companies (AAA and R&T) also provide tax management services in five
municipalities (three in the Dominican Republic and two in Colombia).
Another of the activities carried on by the Group not strictly within the category of integrated
water cycle management is cleaning/sanitation (waste management and urban cleaning in
Latin America). Triple A Barranquilla in Colombia manages cleaning in four municipalities and
AAA Dominicana carries out the commercial management side of cleaning in a further two.
Between the two companies they add 3,384,024 users more to the overall figure of Canal
Gestión Group customers.
Telecommunications and information technologies, as well as advice and consulting in
the sector, are provided to customers and users of Canal de Comunicaciones Unidas (CCU)
in Spain and Inassa in Latin America. CCU provides communications services to over one
hundred clients (companies, agencies, organisations and security or emergency services).
Inassa has nine clients in five countries (Colombia, Dominican Republic, Mexico, Honduras
and Ecuador) for the Amerika software that is now available on a commercial basis. This
modular IT system offers an integrated solution to public utilities management, with a total
of 1,823,943 managed subscribers in 26 municipalities with a population of 11,307,092
inhabitants. The Group companies Triple A, Metroagua, R&T, Amagua and AAA Dominicana
are among its clients.
The Case of Canal de Isabel II Gestión
Tariffs
The tariffs applied by Canal de Isabel II Gestión have two special features:
• Seasonal: encouraging rational use during periods of drought and high consumption.
• Environmentally friendly: by consolidating a tariff for re-usable water, which is an
essential part of integrated water management in keeping with environmental
sustainability.
3.4.3. Tariffs and discounts that create incentives for rational use
Tariffs and discounts in Spain
The water tariff charged by the companies in the Canal de Isabel II Gestión Group follow
a series of basic principles. These include the transposition of the Water Framework
Agreement, promotion of the responsible use of water and efficient consumption, and
achievement of a fair and equitable tariff system.
That is why the tariffs are progressive, with a twin structure consisting of a fixed rate plus
a variable rate according to consumption. The price of the variable rate also increases by
consumption band.
Tariffs that improve the service every day
•
Two-monthly bill, which brings water in line with the rest of utilities (electricity, gas…) and facilitates stricter control of
consumption, therefore, making it possible to react more quickly and more effectively to any leaks or breakages.
•
Fairer and more equal tariff that encourages rational and efficient use of water. It is worth highlighting that the bill is being
progressively put on a similar level for all users, regardless of what they use water for.
•
Tariffs that offer discounts to large families and households for reducing consumption and maintain a social exemption of up
to 25m3/two months to relieve situations of abject poverty or extreme need.
•
Tariffs that encourage efficient consumption of water by linking tariff blocks to real consumption capacity of the household.
•
Tariffs that include the possibility of access to reclaimed waste water to be re-used for watering green public spaces and golf
courses, for street cleaning and industrial purposes.
•
Tariffs that ensure the sustainability and value of the service, including all the costs incurred by providing the service.
In order for customers to receive more information about the tariffs and understand
them better, Canal de Isabel II conducts an annual awareness campaign with explanatory
documents that are available to citizens in our offices and on our web page (www.
canalgestion.es). Documents are published and available at our offices on the water tariffs
for «General», «Residential uses» and «Commercial and Industrial uses».
In recent years, water tariffs have increased in line with the general rise in prices (CPI). The
increase approved in 2012 (for 2013) corresponds to the CPI at October plus an increase of
0.4% due to investments needed in sewerage networks arising from obligations established
in Royal Decree 1290/2012, of 7 September, amending the Regulations on Public Water.
Discounts
Canal de Isabel II Gestión offers four types of discount:
• Discount for a large family (3 or more children).
• Discount for a large household (5 or more people).
• Discount for social exemption (situation of extreme need).
There is also a system of subsidies and contributions imposed by law that is applied in
each municipality according to local resources and the decision of the local government
and municipal council. This system divides users into two main groups: residential and
non-residential. Residential users are further subdivided into six categories called strata,
which are numbered from 1 to 6, with 1 being the poorest and 6 being those with
the greatest purchasing power. Non-residential users are subdivided into industrial,
commercial, official and special.
• Discount for reducing consumption.
Trends in tariff discounts
2010
2011
2012
23,330
26,134
28,526
812,094
907,692
1,007,151
Large family/household discounts
No. of contracts with discounts
Total discounts (in euros)
Each user is classified into one of the following three situations:
• Receives a subsidy on the grounds of having a very low purchasing power.
Discounts for reducing consumption
98,891
101,044
71,468
818,954
867,227
564,819
263
404
603
16,496
28,389
39,026
122,484
127,582
100,597
1,647,544
1,803,308
1,610,996
• Pays an additional price for belonging to a category with a high purchasing power or
for receiving a profit from the use of land.
Discounts for social exemption
• Neither receives a subsidy nor pays extra.
Subsidies are only applied to the first 20 cubic metres of water consumed, as this amount
is considered the subsistence level in the country. Starting with the 21st cubic metre, the
subsidised customer pays the reference value of the service, in other words the full rate.
This is perhaps the only sign of a stimulus to the rational use of the service via tariffs that
exists under current regulations in the country.
The tariffs are fixed every year by the City Council of Alcalá de Henares. There are
discounts for large families, which are billed for all their consumption at the price of the
lowest band. A total of 633 families have benefited from this discount.
The following table summarises how the rules on subsidies and surcharges are applied to
the different categories of users in Colombia, and what the maximum legal subsidies and
minimum surcharges are:
Total No. of contracts with discounts
Tariffs and discounts in Colombia
In Colombia, the regulatory body is the Regulatory Commission for Drinking Water and
Basic Sanitation (Spanish acronym: CRA). It is a special administrative unit that forms
part of the Ministry of Housing, Cities and Territories and has been created by the law
governing public services. The essential function of the CRA is to regulate monopolies
and promote competition in the sector, thus preventing dominant positions from arising,
boosting the sustainability of the sector and promoting the provision of quality services
with reasonable tariffs and extensive coverage.
Type
Surcharge
% maximum
subsidy
% minimum
surcharge
Stratum 1
Yes
No
70
-
Stratum 2
Yes
No
40
-
Stratum 3
Yes
No
15
-
Stratum 4
No
No
-
-
Stratum 5
No
Yes
-
50
Stratum 6
No
Yes
-
60
Industrial
No
Yes
-
30
Commercial
No
Yes
-
60
Official
No
Yes
-
-
Special
No
Yes
-
-
Residential
Within the framework of its functions, this regulatory body established that tariffs are
subject to a regime of regulated freedom. Thus the service companies freely fix their
tariffs by fully applying the methodologies for calculation issued by the CRA.
Basically, customers pay a fixed amount for the administrative costs of the service
provider, and a variable amount for consumption that reflects operational costs,
investment, return on assets and environmental levies.
Subsidy
Category
Non-residential
Extra discounts are in place for consumption in green areas and for pensioners. In total,
1,221 contracts had discounts applied in 2012 (8% more than in the previous year),
amounting to 58,937 euros.
TRENDS IN DISCOUNTS OF A SOCIAL NATURE IN LATIN AMERICA
TRIPLE A
No. of discounted contracts
Total discounted (euros)
AMAGUA
total
2011
2012
2011
2012
2011
2012
1,752
882
1,133
1,221
2,885
2,103
344,561
194,772
58,937
64,805
403,499
259,577
3.4.4. Initiatives to guarantee correct customer billing at Canal Gestión
Discounts applied by Triple A Barranquilla
In 2012, a total of 882 contracts have received discounts worth a total of 196,420 euros.
Canal de Isabel II Gestión constantly seeks to guarantee the highest level of accuracy
in bills issued to its customers based on real consumption. The following action was
undertaken in 2012 to that end.
Meter readings
Tariffs and discounts in Ecuador
The tariff structure is different in each municipality, and established by municipal
order. The basic tariff structure is made up of the following components: a fixed rate;
a variable rate for drinking water; and a variable rate for sewerage. In addition, in
the case of the municipality of Samborondón, there is an additional environmental
contribution rate.
• Fixed rate: This amount depends on the diameter of the drinking-water meter.
• Variable drinking-water rate: This depends on the user's consumption band. There is a
basic consumption band (up to 60 cubic meters per month) and a further 6 bands for
increased consumption. The bands increase in cost in line with consumption.
• Variable sewerage rate: This is only applied to users who have this service. It is a
percentage of the variable drinking water rate. The percentage depends on the
residential estate the customer lives in, as the sewerage system is different for each.
The maximum rate applied is 80%.
• Environmental contribution rate: this is only applied in Samborondón, and within
this municipality to users with consumption of over 60 cubic meters per month. A
percentage is applied to the current tariff according to a sliding scale that depends on
the consumption band for drinking water.
The reductions or discounts are applied on the basic consumption (up to 60 cubic
meters per month) of users in marginal areas. The lower the consumption, the greater
the reduction, with the basic consumption itself divided into three consumption bands.
In 2012, Canal Gestión carried out more than 8.9 million meter readings (30% of which
were carried out electronically). Only 3.51% of all bills were estimated (due to not being
able to obtain a reading from the meter).
Consumption auditing and analysis
To ensure the correct issue of consumption figures for billing, Canal Gestión operates
a reading and billing quality control system. The auditing of consumption within this
system is an effective tool for helping review consumption data that present significant
fluctuations.
Maintenance and verification of metering equipment
The various initiatives related to improving meter precision which basically comprise
maintenance and the constant renewal of all meters provide essential support to the
billing process. In 2012, 92,369 meters were renewed or checked, on-site or in the lab.
3.4.5. Metrology at Canal Gestión
In order to ensure the correct operation of our customers’ water meters, we have
a Verification Laboratory that meets all the requirements for its verifications and
certifications to have the required quality and recognition by both national and
international authorities. Our laboratory has ENAC accreditation as a meter verification
testing lab and, since 2011, for the verification of flow meters.
Our meter control activity is carried out at the following levels:
• Control of new meters.
• Following a customer complaint.
• Projects that provide us with better knowledge of meter operation: verification of
meters in use, assessment of new technologies, the influence had by installation
conditions, verification of devices that measure water added to the network, among
others.
Furthermore, we include the Canal de Isabel II quality policy, information about how the
suggestion and complaint system works, the figure of the Ombudsman and information
on ways to contact the Company.
2,534
1,979
240
Commitments of the Canal Gestión service charter
The service charter drawn up by Canal de Isabel II adopts the quality criteria for
administrative actions as provided for by Madrid Regional Government regulations (Decree
85/2002, of 23 May) as its customer service commitments.
Number of meters checked at the meter laboratory
2011
customers’ prerogatives and rights, and in general designed to satisfy their needs and
expectations. Colombian legislation also lays down the sanctions that may be applied if
the public utility service rules are breached. For this purpose, there is a public agency
called the Superintendencia de Servicios Públicos Domiciliarios (Domestic Public Utilities
Supervisory Board), which is responsible for inspecting, overseeing and controlling all
companies providing services and imposing sanctions under the law if the law or the
Uniform Conditions Contract is broken.
Our fulfilment of the service charter has improved over recent years and is now close to
100% in all cases.
2,433
2,508
2012
1,060
Level of compliance with the Service charter (%)
0
500
New meters
1,000
1,500
Customer complaints
2,000
2,500
3,000
Assessment of prototypes
3.4.6. Customer service
All the Spanish companies in the Canal Group engaged in integrated water cycle
management have taken on a number of specific commitments related to customer
service. A breach of these commitments for reasons applicable to the company gives rise
to financial compensation for those affected.
In the case of Colombian companies, relations between customers and the company
are governed by what is called the Domestic Public Utilities Contract, through which
the company sets conditions for service provision that are the same for all customers,
so it is also called the Uniform Conditions Contract. This contract has been designed in
accordance with current Colombian law and contains a list of rights and obligations for
both users of the service and the service provision company, aimed at guaranteeing
Commitment
2010
2011
2012
New connection
94.69
95.61
97.24
Secondary meter
99.61
99.92
99.89
Settle complaint
97.36
97.47
96.79
Check meter
98.55
99.63
99.27
Waiting time of less than 10 minutes at the central office
87.13
82.41
86.30
Average compliance
95.47
95.01
95.90
Customer communication channels
The Canal Gestión Group makes four main channels of communication available to its
customers and users, through which they can contact the Company.
• Phone. The most popular means of contact used by our customers is the telephone.
Customers can choose to be answered by specialised agents or use automated
solutions for various standard procedures.
• Customer service centres. We have a network of customer service centres and mobile
offices at which any query related to commercial management can be resolved. Canal
Gestión has two mobile offices. They provide a service in municipalities that do not
have a permanent customer service centre. In addition, it has 12 customer service
centres strategically distributed throughout the region.
• Website and online office. Within the framework of new information technologies
and in order to increase convenience and simplicity in automated procedures, the
main companies forming part of the Canal Gestión Group have an online office that is
available 24-hours a day.
• Service in writing. The Canal Group has a customer service facility in writing (by letter,
fax, chat or e-mail) through which any procedure can be dealt with without the need to
wait or make trips.
According to statistics from the customer service departments of the different
companies in the Group, the most popular communication channel for customers
in 2012 was the online office, with 2.5 million entries, followed by phone, with 1.8
million calls handled. The communication channel with the biggest growth compared
with the previous year is e-mail, which is used by Triple A Barranquilla in Colombia to
communicate with its customers. Although it is still used by a minority, it grew by a
significant 47% over the last year.
STATISTICS ON CUSTOMER SERVICE
spain
COLOMBIA*
dominican
republic
ecuador
total
2011
2012
2011
2012
2011
2012
2011
2012
2011
2012
-
-
344
439
1
1
520
725
865
1,165
13
13
15
15
1
1
8
8
37
37
3
2
2
2
-
-
20
48
25
52
1,002,344
1,041,768
435,524
416,811
1,044
1,376
328,517
337,818
1,767,429
1,797,773
Visits to the Central Office
66,398
67,086
167,020
153,497
4,594
5,300
14,313
39,780
252,325
265,663
Visits to peripheral offices
82,346
96,235
203,873
214,651
-
-
37,228
74,016
323,447
384,902
5,041
5,397
11,085
7,242
-
-
4,800
5,000
20,926
17,639
896,849
1,112,029
914,478
1,116,586
-
-
252,311
272,154
2,063,638
2,500,769
18,834
23,049
276,263
260,517
2,804
2,928
2,709
14,151
300,610
300,645
-
-
21,431
21,659
-
-
-
-
21,431
21,659
By fax
56,768
77,808
1,364
1,270
-
-
10
32
58,142
79,110
By chat
1,434
1,261
2,665
3,464
-
17
-
-
4,099
4,742
By e-mail
-
2,615
9,858
14,453
-
102
-
-
9,858
17,170
Automated telephone service
-
39,447
447,181
561,591
-
-
-
-
447,181
601,038
29,066
28,529
-
49,994
-
-
-
-
29,066
78,523
No. of contact points **
No. of fixed commercial offices
No. of mobile commercial offices
No. of phone calls handled
Visits to mobile offices
Online office
By letter
Personalised service
On-site inspection visits *
* In the case of Metroagua, only data on the number of collection points and number of fixed and mobile commercial offices are included.
** Applied to Latin American companies.
Use of digital media in Triple A Barranquilla (Colombia) for communicating with customers:
• Website: In response to the global trends in websites, Triple A has a website that
allows customers to navigate in an easier and more intuitive way, providing updated
content and information about services and infrastructures, and offering a new way of
contacting by the use of chat.
• E-newsletter: This type of publication has become a vital tool for communicating
information of interest to customers. It conveys messages relating to scheduled cuts
in service, offers new products and services and notifies changes to the provision of
waste collection and street cleaning.
• Chat: This new means has enabled direct contact to be made with customers and
provides a swift and effective response from any location.
• Facebook Supercliente: We have a Facebook page for the Supercliente commercial
strategy, which interacts in the social networks of Triple A «super-customers», while
promoting and bolstering the message of «It pays to be punctual».
Management of suggestions and claims at Canal Gestión
The companies in the Canal Gestión Group have a complete system for the reception and
handling of customer suggestions, complaints and claims. Customers can use any of the
communication channels available:
• Call centre – Phone claims.
• Central office and peripheral offices – Claims form.
• Mobile offices – Claims form.
• Online office – Claims form.
• Written communication – Letter, fax, e-mail.
TYPE OF COMPLAINT RECEIVED IN THE COMMERCIAL CIRCUIT, BY PROCESS, IN COMPANIES ENGAGED IN
INTEGRATED WATER CYCLE MANAGEMENT
spain
COLOMBIA
ECUADOR
total
2011
2012
2011
2012
2011
2012
2011
2012
274
957
183
271
-
-
457
1,228
Contract and customer service process
Inspection process
441
546
525
1,452
1,793
1,540
2,759
3,538
Billing process
1,190
650
10,752
13,008
-
208
11,942
13,866
Process of execution of works
in mains connections
1,204
546
202
203
472
760
1,878
1,509
Collection management process
Total
3
102
1,047
1,558
-
-
1,050
1,660
3,112
2,801
12,709
16,492
2,265
2,508
18,086
21,801
TYPE OF COMPLAINT RECEIVED, BY PROCESS, AT R&T (COLOMBIA)
2010
2011
2012
3
-
-
1,178
1,561
1,349
82
59
56
359
294
191
25
14
21
1,647
1,928
1,617
2010
2011
2012
Customer contracts and care
4,512
11,224
10,210
Measurement (bad state of meters), complaints for high meter readings
2,220
535
2,558
Tax collection
Management of charges for water supply
Meter readings
Installation of meters and installation of mains connections
Checking of bills
As well as the above, we also have figures relating to complaints by customers in
other companies in the Group that operate auxiliary services for integrated water cycle
management (Inassa and R&T in Colombia and AAA in the Dominican Republic).
Total
TYPE OF COMPLAINT RECEIVED, BY PROCESS, AT AAA (DOMINICAN REPUBLIC)
TYPE OF COMPLAINT RECEIVED, BY PROCESS, AT INASSA (COLOMBIA)
2012
Support management
482
Management and development of requirements
207
Software maintenance and development
665
Incident management
458
Training requests
1
Project requests
8
Total
1,821
Payment points
Total
350
311
425
7,082
12,070
13,193
Claims involving billing at companies that manage the integrated water cycle numbered
over 52,000 in 2012. Taking into account that 10.2 million bills are issued every year, this
gives a claim ratio of 0.51% on these bills.
CLAIMS INVOLVING BILLING RECEIVED BY THE CUSTOMER CARE NETWORK IN GROUP COMPANIES WITH
spain
COLOMBIA
2011
2012
8,728,326
8,574,110
25,698
27,439
23,496
% of claims relating
to bills issued
0.29
0.32
% resolved fully or
partially in favour of
the customer
65.56
% resolved against
the customer
34.44
Bills issued
No. of claims
received
2011
ECUADOR
total
2012
2011
2012
2011
2012
1,564,204 1,609,216
22,687
26,487
10,315,217
10,209,813
23,840
472
1,042
49,666
52,321
1.50
1.48
2.08
3.93
0.48
0.51
61.50
24.12
25.47
5.29
28.67
45.75
44.28
38.50
75.88
74.53
94.71
71.33
54.25
55.72
function is to protect consumer rights. Finally, in Ecuador there is a public law body with
national jurisdiction (People of Ecuador Ombudsman), whose main aim is to protect and
promote the rights of individuals, communities, peoples and groups and to ensure that
consumer defence legislation is complied with.
As well as claims and complaints received on the commercial circuit, incidents are also
recorded related to the provision of a variety of services.
SUMMARY OF THE TYPE OF REPORT RECEIVED RELATED TO SUPPLY AND SEWERAGE
spain
COLOMBIA*
ECUADOR
total
2011
2012
2011
2012
2011
2012
2011
2012
7,011
6,158
384
214
41
49
7,436
6,421
Reports related to sanitation
24,980
27,319
23,046
23,738
565
1,063
48,591
52,120
Reports related to supply
continuity
32,455
36,023
16,692
11,657
118
113
49,265
47,793
Reports related to water
pressure
9,155
10,273
9
18
142
89
9,306
10,380
73,601
79,773
40,131
35,627
866
1,314
114,598
116,714
Reports related to water
quality
No. of reports recorded in
response to incidents related
to supply and sanitation
* In the case of Triple A (Colombia), the reports related to continuity of service include those related to water pressure.
As well as this complete system of reports, complaints and claims available at the Canal
Gestión Group companies, any dissatisfied customer in any of the geographical areas
where the Group operates may appeal the decisions taken by the company to a higher
body in response to claims.
In the Autonomous Region of Madrid (Spain), customers may use municipal and regional
consumer protection services, such as the municipal consumer information offices
(Spanish acronym: OMIC) or the regional consumer arbitration service (Consumadrid). In
Colombia, the Domestic Public Utilities Supervisory Board (Spanish acronym: SSPD) is the
government agency responsible for functions such as overseeing protection of customer
rights. In the Dominican Republic there is a state agency (Proconsumidor) whose main
Canal Gestión Customer Ombudsman
Canal Gestión Customer
Ombudsman
Canal Gestión
Customer Ombudsman
The Canal de Isabel II Gestión
Ombudsman operates independently
from company management. It was set
up voluntarily in 2001 as a pioneering
tool in the public service sector.
The institution’s main mission is to
defend and protect the rights of Canal de
Isabel II Gestión customers. It responds
to anyone who files a complaint with the
company’s customer service departments
and who is not satisfied with the response
they receive or does not receive a reply
to their complaint within a period of
two months. It is a last-resort response
mechanism within the company that is
governed by the principles of autonomy,
equality and justice.
The work undertaken by the Customer
Ombudsman is focused on managing the
complaints it receives. It received 925
complaints in 2012, of which 693 were
accepted after it was considered that they
met the requirements provided in the
Customer Ombudsman Charter. Of those,
377 (56%) were fully or partially resolved in
favour of the customer.
The types of claim accepted for processing
by the Customer Ombudsman in 2012 were
as follows: 67% related to water billing
issues; 8% related to the connection; 5%
related to contracting issues; and the rest
related to other Canal services.
Of the total number of complaints accepted,
73% were made by individuals.
Claims lodged with the Customer Ombudsman
2010
2011
2012
No. of claims lodged that did not fulfil the requisites to be accepted
for processing
411
270
232
No. of claims lodged that were accepted for processing
872
803
693
1,283
1,073
925
Percentage of claims accepted for processing
68.0
74.8
74.9
No. of claims settled either totally or partially in favour of the customer
566
479
377
No. of claims settled that were not in favour of the customer
338
318
295
Total No. of claims settled in the year
904
797
672
Percentage of claims settled either partially or totally in favour of the customer
62.6
60.1
56.1
2010
2011
2012
Invoice claims
69.12
65
67
Connection claims
16.53
13
8
2.99
6
5
11.36
16
20
Total No. of claims lodged
Type of claim accepted for processing by the Customer Ombudsman (%)
Contract claims
Others
Types of customers that have lodged claims accepted for processing with the
Customer Ombudsman
2010
2011
2012
Individuals
616
567
507
Companies
105
104
63
Residents’ Associations
114
94
91
17
24
21
3
3
3
12
3
6
Housing Estates
4
2
2
Regional Government of Madrid
1
6
0
872
803
693
Municipal Consumer Information Office
Consumer Associations
Boards of Arbitration
Total
3.4.7. Customer and user satisfaction
3.4.8. Advertising and communication campaigns
We are concerned about what our customers think of the services we offer and we make
an effort to improve every day and meet their expectations. That is why we carry out
surveys to discover the satisfaction level of our customers. Each company has its own
methodology in preparing customer surveys, so the results are not strictly comparable
across the whole Group. The surveys are usually carried out every year, but in some
companies the period between surveys is two years.
CUSTOMER SATISFACTION LEVEL
CUSTOMER SATISFACTION
LEVEL
(scale of 1 to 10)
% of customers who
would recommend the
service
2010
2011
2012
2010
2011
2012
7.64
7.62
7.80
84.20
88.00
93.20
Triple A*
-
6.76
7.90
-
-
97.30
Metroagua
-
- - 72.20
80.30
80.30
7.48
7.10
7.80
-
-
-
7.88
7.70
7.56
83
90
- 9.30
9.50
10.00
93.00
95.00
92.00
9.70
9.70
9.80
-
-
-
8.32
8.25
-
-
-
-
8.10
8.30
7.20
81.40
82.93
72.20
SPAIN
The Canal Gestión Group carries out intensive work towards raising environmental
awareness to foster sustainable practices.
As part of the environmental awareness activity undertaken by the company, these
campaigns are aimed at fostering sustainable water use by the population. To do so, we
make use of all the resources offered by new technologies (such as managing a website at
www.sumatealretodelagua.com that is exclusively dedicated to achieving this objective).
In light of the public nature of our company, our advertising practices and communication
campaigns are governed by the regulations on institutional advertising, among which
the National Institutional Advertising and Communication Act 29/2005, of 29 December,
and the eighth additional provision of the Madrid Regional Budget Act 6/2005, of 23
December, which stipulates the obligation of transparency when contracting media and
also the need for our investments in advertising to be previously approved by the Regional
Government of Madrid.
COLOMBIA
ECUADOR
Amagua
INTEGRATED CYCLE MANAGEMENT SUPPORT SERVICES
SPAIN
Hispanagua
COLOMBIA
Recaudos y tributos
DOMINICAN REPUBLIC
AAA Dominicana
OTHER ACTIVITIES
SPAIN
COLOMBIA
Inassa
* Figure calculated according to the average obtained in the survey from customers who rate 5 different aspects of service provision, on a scale of 1
to 5 each.
The Canal Isabel II Gestión brand
Specifically, the following objectives are sought:
The Canal de Isabel II Gestión brand was created to represent the visual effect of a wave
and, through the colours used, to indicate the various stages of integrated water cycle
management: raw water, treated water, distributed water, regenerated water and water
returned to the rivers.
• To not degrade people based on social status, race, or economic, physical or intellectual
condition, among others.
• Symbol: it represents the integrated water management cycle and consists of five
waves, the first and fifth representing water in nature and the three central waves
representing the water management process carried out by the company.
• To not promote harming the environment.
• Font: the Sinova font has been used for the logo in its Medium and Light versions.
• To not use children beyond the context strictly required for communication purposes
and for those purposes to be appropriate in terms of the age and gender of the child.
• To not show people consuming alcohol, drugs, cigarettes or psychoactive substances.
• To not degrade people when using humour as a creative resource.
• To respect the cultural identity of the region.
As part of the commitment to responsible advertising and marketing, the organisation
has various communication channels with the community in order for the public to report
actions that fail to meet this policy, and for such cases to be investigated and the pertinent
action to be taken.
3.4.9. Product quality
The companies in the Canal Gestión Group engaged in integrated water cycle
management have established a strict programme of water monitoring up to final delivery
to the consumer with the aim of guaranteeing safety and security.
Triple A S.A. E.S.P has adopted the principles defined by the Colombian Advertising SelfRegulation Code under which any information published must meet current constitutional,
legal and ethical rules and be appropriate for the economic, cultural, social and
environmental development targets of the country.
Advertising and marketing activity is based on principles of decency, honesty,
transparency and respect for people’s dignity, privacy, family values, legally-created
institutions and authorities and national symbols, in compliance with current
constitutional, legal and ethical rules.
The analyses from the water supply quality monitoring and control programme are
performed by a team of experts from Canal de Isabel II Gestión (Spain), integrated in the
Sub-directorate of Water Quality. The analyses are performed at one central laboratory in
Madrid and nine peripheral laboratories in accordance with Royal Decree 140/2003, of 7
February, which establishes the health criteria for water quality for human consumption.
Aguas de Alcalá UTE continued with the Alcalá de Henares Water Supply Quality Control
Plan in 2012. A more exhaustive analytical control was carried out than that established
under current law (Royal Decree 140/2003).
Triple A (Colombia) broadly complies with Colombian legislation on drinking water,
with the result that the water supplied by Triple A is among the best in the country.
The Water Quality Risk Indicators (Spanish acronym: IRCA) of each of the municipalities
served in 2011 were very good, with risk levels far below the legal requirements of a
maximum of 5%.
In the case of Metroagua (Colombia), the quality of the water supplied maintained its
characteristics within the limits established by Resolution 2115 of 2008. Its average
monthly values were at the «no risk» levels of the Human Consumption Water Quality
Risk Indicator (IRCA), the Water Supply Risk Indicator (Spanish acronym: IRABA), and the
Good Sanitation Practices (Spanish acronym: BPS) within the classification of the risk of
water supplied for human consumption; and it once more obtained the health category
«favourable» from the regional health authority. That is why the District Health Secretariat
validated during the whole year that the water supplied to the residents of Santa Marta is
apt for human consumption; while the Drinking Water Quality Monitoring System (Spanish
acronym: SIVICAP) reported that the water in Santa Marta ranks with that of the three
cities with the best water.
The Canal Gestión Group companies also manage control of the quality of the treated
effluents from the WWTPs and the quality of reclaimed water for watering green spaces,
in the case of Canal de Isabel II Gestión (Spain). At the same time, at Metroagua (Colombia),
we sample and control the quality of water in the area affected by the underwater
discharge outlets.
We also have a network of Automatic Monitoring Stations (AMS) to control drinking water
quality in real time in the case of Canal de Isabel II Gestión (Spain), and for the control of
the parameters at source in the case of Triple A Barranquilla (Colombia).
SUMMARY OF QUALITY CONTROLS
SPAIN
COLOMBIA
2011
SAMPLES
ANALYSED
Water at source
2012
ANALYSES
PERFORMED
SAMPLES
ANALYSED
ECUADOR
2011
2012
ANALYSES
PERFORMED
SAMPLES
ANALYSED
ANALYSES
PERFORMED
SAMPLES
ANALYSED
2011
ANALYSES
PERFORMED
SAMPLES
ANALYSED
2012
ANALYSES
PERFORMED
SAMPLES
ANALYSED
ANALYSES
PERFORMED
6,507
93,875
6,768
91,582
1,782
20,722
1,083
10,007
-
-
-
-
Water before distribution
15,087
305,099
17,441
345,555
2,423
29,553
750
9,156
-
-
-
-
Distribution network
21,751
354,256
20,741
343,691
13,716
127,804
2,561
19,205
244
1,784
259
2,310
560,842
3,364,054
665,760
5,431,200
-
-
-
-
-
-
-
-
Effluent from WWTPs
6,959
51,548
6,938
54,218
388
5,228
-
-
320
1,450
368
2,092
Analysis of regenerated water
1,941
12,010
3,262
20,816
-
-
-
-
-
-
-
-
Sewer studies
136
602
258
2,762
-
-
-
-
-
-
-
-
Discharges
321
3,191
73
567
214
5,622
-
-
-
-
-
-
Inspections of treated water by official bodies
467
2,704
296
1,635
-
-
-
-
-
-
-
-
91
182
90
180
-
-
-
-
-
-
-
-
-
-
-
-
420
2,460
420
2,460
-
-
-
-
614,102
4,187,521
721,627
6,292,206
18,943
191,389
4,814
40,828
564
3,234
627
4,402
771
18,651
773
17,735
8,622
41,642
-
-
-
-
-
-
614,873
4,206,172
722,400
6,309,941
27,565
233,031
4,814
40,828
564
3,234
627
4,402
Automatic monitoring *
Analyses of viruses
Area of influence of the Santa Marta Submarine Outlet
(Colombia)
TOTAL WORKS FOR THE COMPANIES IN THE GROUP
Analyses performed for other organisations
TOTAL ANALYTICAL WORK PERFORMED
* In the case of Triple A (Colombia), although figures are not available in terms of the volume of samples and analyses carried out, measurements are carried out in line on treated water (residual chlorine and turbidity), as well as automatic measurements of surface water every 5 seconds (pH, DO, ORP, turbidity,
TOC and NH4).
Monitoring the water supplied by Canal de Isabel II Gestión (Spain)
In order to monitor the water that has been treated and supplied, two programmes are
used based on traditional manual sampling. A sample is systematically taken from the
water intake and output pipes at the WWTPs, from the headwater tanks and regulators
and from official sampling points located in the network, together with another unprogrammed auxiliary point established to attend claims and specific studies.
This manual sampling system was complemented in 2012 by a network of 38 Automatic
Monitoring Stations (AMS) installed in the outflows of the WWTPs, large water tanks and
the most important junctions of the water supply. All the stations are equipped with
sensors that continuously measure a series of chemical variables and send the results in
real time to the main control centre, located at the main offices, using the communication
network of Canal Gestión itself.
The variables that the AMS measure have been expressly selected for their importance
in regard to diagnosing water quality, and the number of variables is currently being
increased by means of a multi-year programme. In 2012, the following chemicals were
monitored: chlorine, ammonium, nitrites, pH and conductivity, total organic carbon,
dissolved organic carbon, nitrates and cloudiness.
In 2012, 97.31% of all the samples of water analysed as part of the self monitoring
procedure complied with the regulations.
Real-time monitoring stations
Total No. of variables analysed
2010
2011
2012
207
232
362
Accreditation of laboratories
The company’s quality control laboratory has two accreditations: one from the Industry
and Trade Supervisory Board (Spanish acronym: SIC) for 31 water trials; and the other from
the Institute of Hydrology, Meteorology and Environmental Studies (Spanish acronym:
IDEAM) for 22 environmental-style trials.
The Entidad Nacional de Acreditación (ENAC or National Certification Organisation)
awarded Canal the UNE-EN ISO/IEC 17025 certification in 2001 to perform physical,
chemical and microbiological analyses at the Central Laboratory and the laboratories in
Arganda and Griñon. The certification has since been extended after new testing methods
were incorporated and currently includes continental water, water for consumption and
reclaimed water.
The measurement laboratory has accreditation from the National Accreditation Body
(Spanish acronym: ONAC) for preparing calibration tests for drinking water meters, ranging
from 1.2 litres per hour to 10,000 litres per hour (at an uncertainty level of +0.05 per cent).
Furthermore, all the Canal Gestión laboratories and AMS are included in the scope of
the quality and environmental management systems implemented by the Company and
certified since 1997, in accordance with standards UNE-EN ISO 9001 and UNE-EN ISO
14001. These certifications were reassessed and confirmed by TÜV International in 2011.
Canal de Isabel II was awarded the certification for the cold water meter testing laboratory
in Majadahonda (file 278/LE1569) in 2009, which was extended to include flow meters in
2010.
These accreditations demonstrate the capacities of the laboratories to carry out trials that
allow us to control processes and provide a better service to customers.
The company’s metering laboratory has been accredited with the international ISO
17025:2005 standard by the National Accreditation Body of Colombia (ONAC). This allows
it to carry out calibrations of meters of 15 mm and 20 mm in diameter, thus guaranteeing
transparency in procedures, impartiality when it comes to making calibrations,
confidentiality of the results issued, and compliance with legislation.
Collaboration with other organisations
Operation security
Canal de Isabel II Gestión cooperates actively with 10 external organisations related to
water quality control, of which it is worth highlighting the following from recent years:
Spanish Ministry of Health and Consumer Affairs, Department of Health and Consumer
Affairs of Madrid Regional Government, Madrid City Council, Spanish Water Supply and
Sanitation Association (AEAS) and European Union of National Associations of Water
Suppliers and Waste Water Services (EUREAU).
Overall, the companies in the Canal de Isabel II Gestión Group have a large number of
infrastructures that could be considered as at special risk, and significant assets that are
subject to current pressure from crime. All the technical and organisational measures
adopted are aimed at preventing, reducing and neutralising any possible risks and threats
that may affect integrated water management and auxiliary services, the infrastructure
supporting these, the people who work to provide them and all the people who receive
services.
3.4.10. Canal de Isabel II facility and customer security
To safeguard the provision of services we offer our customers, the companies in the
Canal Gestión Group have to guarantee the management and control of security at all the
facilities and offices where we operate.
In order to do so, key aspects are addressed in a coordinated fashion, including building
and facility security services, self-protection plans, security of large dams, water fraud
control, coordination of enforcement agencies and customer data protection.
The parent company Canal de Isabel II Gestión has its own team of security specialists and
together with the other companies in the Group it also contracts security staff. The Canal
Gestión Group only contracts security companies that are accredited to carry on activities
under the national legislation of each of the different countries in which we operate. This
ensures that the personnel have received training in constitutional rights and fundamental
rights and freedoms. At Triple A and other Latin American companies in the Group,
the training of security staff specifically includes information on human rights and the
legislation of each country relating to individual rights and freedoms.
Security provisions at Canal de Isabel II Gestión (Spain)
As at 31 December 2012, we had 95 surveillance posts and 13 outdoor surveillance and
security patrols, which increase the surveillance cover.
In 2012, coverage by the electronic security systems was extended to include CCTV
surveillance, intrusion detection systems and card access controls at numerous facilities.
Surveillance at the Triple A Barranquilla facilities (Colombia)
All the Triple A facilities have surveillance, whether physical (security guards), electronic
(alarm systems, movement detectors, heat detectors, smoke detectors), or CCTV (real-time
recording).
Depending on the security needs of the company’s facilities, they have one, two or three
security systems in place at the same time.
Security at Metroagua (Colombia)
There are physical and electronic security provisions at the company's facilities that are
considered within the assessment of risks as liable to damage, sabotage or theft. That is
why security devices are in place in the administrative headquarters, the collection points,
the pumping and re-pumping stations, wastewater treatment and pumping plants. These
all have armed guards that are in constant communication with the Security Department
and the national police force’s support network, of which we are active members, and
members of the governing board of Asocie, which has a direct security agreement with
the different authorities of the armed forces, police and emergency services.
In addition, CCTV is in place at each of the premises mentioned.
In the case of Amagua (Ecuador), the company has smoke sensors that form part of an
electronic alarm system in the whole building connected by GPRS with an exchange that
responds to emergencies and a sound alarm to the fire fighters in Samborondón, who are
close to the facilities.
Security control at Amagua (Ecuador)
Canal de Isabel II Gestión dam safety
Amagua has a security guard in its office. The other facilities are treatment plants and
pumping stations that are located within private residential estates with private security
guards managed by the residents’ associations. No additional security is therefore
required for them.
Fire prevention and safety of buildings and facilities
All the companies within the Group in Spain and Colombia have Self-Protection Plans in
place that are organised on two key elements: training and involvement. Personnel are
selected to form part of the teams, then theoretical and practical training in handling
extinction resources is provided for all personnel, those who are to be in the buildings,
the members of the Primary Intervention Teams, and the Alarm and Evacuation Teams.
Simulations are carried out that put into practice previously defined procedures for action
and evacuation.
Numerous activities were carried out at Canal de Isabel II Gestión in 2012, among which
can be highlighted the following:
Canal Gestión carried out more than 2,000 maintenance and inspection operations on
dams in 2012 and analysed more than 265,000 auscultation figures.
In addition to this and in the case of large dams, Canal Gestión must prepare and
implement emergency plans, which consist of establishing means and resources to control
dam safety, executing the appropriate corrective actions and warning the organisations
involved and the nearby population that could be potentially affected. Dam emergency
plans are required by law (Civil Defence) and contain mechanisms to minimise the possible
damage caused by a dam bursting or not working properly.
Similarly, Canal Gestión has developed a river level monitoring system to increase control
over river water flows, which on the one hand acts as a preventive measure against
possible flash floods by giving sufficient warning of changes in the level of the rivers that
enter our reservoirs and, on the other hand, helps to manage the ecological demand for
water downriver from the reservoirs. In total, there are plans for 20 river level monitoring
stations in the basins of managed rivers.
• Preventive maintenance on facilities in terms of fire protection: drafting/renewal of
various Self-Protection Plans.
• Adaptation of fire-fighting equipment: installation of an acoustic warning system for
possible emergency situations at the DWTP in Majadahonda.
• Modification and improvement of fire detection and extinguishing systems at the
Telecontrol, Communications and Systems building in Majadahonda.
In the case of AAA Dominicana (the Dominican Republic), the company is all about
improving industrial safety. The studies and programmes needed are being carried out
on a staggered basis to apply international standards to improve better security levels
and quality. Specifically, work is being done on two projects related to the installation of
emergency exists and the installation of an integrated system of security cameras and
access control.
Currently the company has an adequate system of regularly-maintained fire extinguishers
located strategically in the facilities. Also, an exhaustive review has been carried out to
improve signage at all the emergency exits, basic and important information regarding the
operation of equipment, and signage in general in corridors and common areas.
• Building access control.
• Employees.
• Call recording.
• Suggestions and complaints requests.
• Suppliers.
• Occupational health, risk prevention and medical service.
• Staff recruitment.
• Video surveillance.
Canal Gestión has implemented a system to improve processes related to the protection
of data of a personal nature in order to guarantee the privacy of customers and the
protection of their personal data pursuant to the provisions of prevailing legislation. This
concept has been included as yet another aspect of the quality system that has been
implemented and the following action has been taken:
• Canal Gestión has reviewed its processes in order to improve its data protection and
information security policy.
• The process used to gather information on customers and also the alignment of the
procedure have been analysed in accordance with the Data Protection Act.
Customer and supplier data protection
All the companies in the Canal de Isabel II Gestión Group guarantee the privacy of
customers and the protection of their personal data pursuant to the provisions of
prevailing legislation on data protection at a national level in each country in which the
Group operates.
To this end, Canal de Isabel II Gestión carried out a review of the files that treat data of
a personal nature and provided the required information to the Registry of the Spanish
Data Protection Agency, in accordance with Article 14 of Constitutional Law 15/1999, of
13 December, on the Protection of Data of a Personal Nature. Specifically, Canal Gestión
reported the creation of the following data files:
• Socio-cultural and public relations activities.
• Clients.
• The data collection documents inform customers, pursuant to the Data Protection
Act, about who is responsible for the information, the purposes for which it will be
used and how they may exercise their rights to access, rectify, cancel and contest that
information.
• Canal Gestión replies in writing to all the customers that request to access, rectify,
contest or cancel their personal data. Responses are processed in accordance with the
provisions of the regulations provided for in the Data Protection Act.
Canal de Isabel II employees and support staff have attended professional training courses
to update their knowledge of the Data Protection Act, specifically that relating to access
to data of a personal nature by contractors and personal data treatment contracts. In the
case of other companies in the Group, such as INASSA or Recaudos y Tributos in Colombia,
the employment contracts of employees include a confidentiality clause that covers
information on the company and on its customers and suppliers.
3.5. Managing the impact we have on the environment
The Canal de Isabel II Gestión Business Group is tasked by local, regional and national authorities
with managing one of its key natural resources: water. Because our mission is to work to manage a resource that is vital for the life and development of society, we have for many years paid
particular attention to ensure that our processes take the environmental variable into account.
3.5.1. Focus on managing the environment
The Canal de Isabel II Business Group undertakes all its activities according to its quality
and environmental policies, as well as its occupational health and safety (OHS) policies.
The companies in the Canal Gestión Group have implemented, or are in the process of
implementing and certifying, various quality management systems that meet ISO 9001
standards, environmental systems that meet ISO 14001 standards, and occupational
health and safety systems that meet various standards including BS OHSAS 18001:2007.
In terms of the environment, the Group has been making progress in recent years on
issues related to environmental management. Hence, the five companies that currently
have the largest environmental impact have a certified environmental management
system (already in place at Canal Gestión, Hispanagua, CCU and Aguas de Alcalá UTE, and
undergoing implementation at Triple A) according to ISO 14001 standards. The activity of
these companies accounts for 93.72% of the Group’s turnover. This section will set out the
policies in force at the two main companies: Canal de Isabel II Gestión in Spain and Triple A
in Latin America.
Environmental policies and organisation at Canal Gestión (Spain)
Canal de Isabel II Gestión carries on all its activities in line with its Quality and
Environmental Policy, as well as its Occupational Health and Safety (OHS) Policy. To
guarantee compliance, the company has implemented and certified a Quality and
Environmental Management System according to ISO 9001:2008 and ISO 14001:2004
standards. This policy covers the capture, treatment, commercialisation, distribution and
control of drinking water in the Autonomous Region of Madrid, as well as the treatment of
waste water in the same area, except in the municipality of Madrid.
Further information on our environmental commitments can be found on our website at
http://www.canalgestion.es/gestionamos/medio-ambiente/index.html.
Canal Gestión supervises its Quality Systems, the centralised management of resources, the
control of outflows and the coordination of issues related to occupational health and safety
through specific areas of the management structure in place at the company.
The Quality, Environment and Occupational Health and Safety Committee is the specific
body that manages and drives the management systems. It is responsible for all aspects
of coordination and decision-making (quality, environment and health and safety). The
committee is chaired by the Managing Director and also comprises all other company
Directors, the Assistant Directors for Quality, Water Quality and Communication and
Public Relations Systems, as well as the department heads for Environmental Quality and
Prevention Systems and the Consumer Ombudsman.
The decisions of greatest importance adopted by the Quality, Environment and
Occupational Health and Safety Committee in 2012 were as follows:
• Approve the 2012 targets for management systems (quality, the environment and
occupational health and safety).
• Report to the health authority on the conclusion of the new bottling plant and deliver
the corresponding documentation.
• Propose the approval of the internal audit programme for 2013 according to ISO
9001:2008 and 14001:2004 standards and BS OHSAS 18001 standards.
• Award recognition to the units with the greatest involvement in the management
system in 2011.
The documentary basis for the management system, as at 31 December 2012, comprises
more than 524 documents that include the Quality and Environment Manual, the
Occupational Health and Safety Manual and the Prevention Plan, as well as general
procedures, technical instructions and standardised working procedures. Changes were
made to 76 documents in 2012.
All internal audits planned for 2012 were carried out. A total of 63 different organisational
units and 20 facilities were audited.
The results of the internal audits carried out clearly show the efficiency of the
management system implemented and its capacity to identify areas for improvement.
Environmental policy at Triple A
Environmental Environmental
policy at Triple
A at
policy
As the company responsible for the
incentives for all its staff to acquire clear
delivery of drinking water and basic
environmental awareness and knowledge of the
sanitation, Sociedad de Acueducto,
environmental effects that may be generated by
Alcantarillado y Aseo de Barranquilla
their operations.
S.A., E.S.P. declares its commitment to the
provision of safe, reliable and efficient
services, and bases its management on
Results from the internal audits on the quality, environmental and OHS system at Canal Gestión
the principles of sustainable development
in accordance with current environmental
law and the regulations governing the
109
140
2010
29
utilities sector in which it carries on its
mission. At the same time, it undertakes
to comply with obligations to the
environmental authorities at a local,
133
2011
121
26
regional and national level and those that
may result from its contractual relations.
104
2012
63
We undertake to improve the environmental
10
performance of our operations through process
0
20
40
60
80
100
120
140
optimisation, continuous improvement and
the prevention of pollution, strengthening the
Improvement opportunities
Observations
Deviations
skills of our human resources and promoting
stakeholder relations in our search to improve
the local environment.
Environmental policies and management at Triple A (Barranquilla, Colombia)
In Colombia, Triple A has quality systems certified according to ISO 9001:2008
standards and industrial safety and occupational health certified according to OHSAS
18001:2007 standards. At the moment, work is under way on the implementation of
the environmental management system according to ISO 14001:2004 standards, which
is expected to be in place in 2013 and certified in 2014. The systems cover the main
company activities (supply, sewerage, street cleaning and urban waste management) in
Barranquilla and in most of the municipalities where Triple A provides its services. Since
2011, Triple A has also had an environmental policy in line with the approach taken by ISO
14001 standards.
Aware that the best way of handling
environmental aspects is with the collaboration
of all those involved, a commitment is made
to disclose to local communities any possible
impacts that we may cause through activities
inherent to our operations and the measures
adopted to prevent or minimise them.
To this end, the management undertakes to
offer the necessary resources by creating
Main initiatives carried out by the Canal Group to prevent and reduce environmental impacts
Processes / Facilities
Action taken to prevent environmental impact
Assessment of environmental aspects in planning and project design
Completion of environmental impact studies
Project designs and works
Adoption of preventive, protective and corrective measures
Monitoring and control of environmental aspects on works
Correction and mitigation of environmental impacts
Reservoir protection plans (only in Spain)
Reservoirs
Control of ecological quality in the areas surrounding our reservoirs
Emergency dam plans (only in Spain)
Maintenance of environmental flows (only in Spain and Ecuador)
Sustainable exploitation of subterranean resources
Wells
Artificial Aquifer Recharge Plan (only in Spain)
Efficiency in treatment and reduction of rejections and wastage
DWTP
Treatment of 100% of slurry at DWTPs (only in Spain)
Continuous monitoring of quality
Zoning plans
Tanks and networks
Renewal of networks
Unbilled water reduction plans
Breakage reduction plan
Improvement to treatment systems
Triple A has indicators that measure the management of processes forming part of the
management systems.
Nutrient elimination plan (only in Spain)
Implementation of the National Water Quality Plan (only in Spain)
WWTP and WWPS
Valorization of sludge with co-generation (only in Spain)
At the same time, the company’s policy has 18 strategic objectives directly related to the
company’s management systems, the progress of which is measured by analysing certain
indicators.
The company plans its internal quality, industrial safety and occupational health audits every
year. Furthermore, follow-up or renewal audits (as the case may be) on these management
systems are performed by ICONTEC. The internal management system audits are carried out
by the company’s internal auditors with the skills to perform this task.
Given the size of the company and the average scope of the audits, the internal audit
plans last four months.
3.5.2. Managing and preventing the impact of our activities
Prevention of potential adverse impacts at source
Our group companies include prevention («the best way of correcting an environmental
impact is to prevent it from taking place»), with a focus based on analysing the life cycle of
our processes and activities.
Monitoring of discharge
Reclaimed waste water re-use plan (only in Spain and Ecuador)
Electricity generation using biogas
Communication campaigns on rational use
Virtual office and e-billing (only in Spain and Colombia)
Environmental education and education on the rational use of water
Commercial management and
support process
Paper saving plans
Energy improvement plans (only in Spain and Colombia)
Mobile offices
Fleet of low-emission, hybrid and electric vehicles
Natural gas vehicles in company fleets (only Triple A in Colombia)
Information on environmental management and impact
Canal Gestión and the companies Hispanagua, Canal de Comunicaciones Unidas and
Aguas de Alcalá UTE in Spain have certified environmental management systems
that include the principle of continuous improvement in their performance. Among
their objectives are the prevention and minimisation of pollution, a commitment to
compliance with prevailing environmental legislation and the monitoring and control of
significant environmental aspects.
All the projects drafted by Canal de Isabel II Gestión are assessed for their environmental
impact under the Autonomous Region of Madrid Law 2/2002 on environmental
assessment and Law 9/2006 on the assessment of the effects of certain plans
and programmes on the environment, as well as Royal Decree-Law 1/2008. These
assessments analyse both the natural environment and the physical environment, as
well as social and economic aspects, and, if necessary, any relevant impacts on local
communities.
to the ministry for obtaining environmental licences for 51 minor WWTPs managed
by the company. This process continued in 2012 and it is worth noting that the public
participation process on the studies for issuing the environmental licences to the 51
WWTPs has begun. The company set up two information points where the projects were
explained to the public over the course of almost one month.
In 2012, a total of 18 Canal Gestión projects in the areas of sanitation and treatment,
supply and construction were subjected to the process of environmental impact
assessment. Furthermore, a positive declaration was also obtained regarding the
environmental impact of four initiatives this year.
In Colombia, Triple A has a clear policy of developing the significant aspects and
impacts generated in each of the organisational processes. A number of environmental
programmes have been implemented in response to this assessment, including
sanitation and waste management plans aimed at the environmental sanitation of
the western bank of the River Magdalena, with projects such as the construction of a
preliminary waste water treatment plant with a capacity to treat three cubic metres of
water per second.
Other programmes that have achieved good results include the use of natural gas
in the company's mobile fleet and the management of solid waste by building a
sanitary landfill in the Los Pocitos nature reserve. These projects include environmental
monitoring and controls aimed at preventing or mitigating environmental impact.
At Metroagua and although Colombian legislation does not require impact studies
to be carried out, the company prepares environmental impact plans for the most
important projects that it considers may have associated negative environmental effects.
Particularly important in this regard is the 2011 oceanographic study carried out by the
University of Magdalena-INTROPIC research group with the University of Antioquia on
the effectiveness and contribution to environmental conservation from the Santa Marta
submarine outlet. This study concluded that the waste water dilution treatment system
preserves marine and land ecosystems.
In Ecuador, Amagua has established environmental impact studies and an environmental
licence as an obligatory part of the project management process. These studies are
contracted by Amagua if the project is to be carried out by the company, or are a
requirement imposed on the developer/constructor in the case of a request for the
feasibility of services for a development constructed by them.
Also in 2012, Amagua began the application process for an ex-post environmental
licence from the Ecuadorian Ministry of the Environment for the Los Arcos waste
water treatment plant, which has a capacity to treat 2,400 cubic meters per day. The
company also presented the terms of reference and all the necessary documentation
Prevention and communication on the environmental aspects of our operations
The prevention of potentially negative environmental effects arising from the operations
and facilities of Canal Gestión comprises internal procedures and instructions for the
identification, analysis and assessment thereof and for their monitoring and control.
The centralised management of waste from the entire company and the control of
emissions is carried out by the Environmental Management Department. The control of
discharges and the quality of effluents from WWTPs is the responsibility of the Water
Quality Department. At the same time, communication channels have been established
with interested internal and external parties.
As regards the execution of projects subject to administrative procedures for
environmental impact assessment, constant bilateral communication takes place between
the regional administration service responsible for environmental affairs and our
company. This communication tends to consist of requests and the provision of sufficient
documentation for the correct definition of works and their impacts. Furthermore,
consultation processes are carried out with other entities that could be affected.
In addition and within the framework of our management systems, documented internal
procedures exist with regard to the communication on environmental and occupational
health and safety issues with interested parties. The results from 2010 to 2012 can be
seen in the following tables.
management costs), the Canal de Isabel II Gestión Business Group has other annual
expenses related to voluntary aspects of environmental management (not governed by
legislation), which in 2012 amounted to 13.32 million euros. This figure accounts for 1.43%
of total aggregate expenditure by the Group. These expenses account for 6.59% of total
expenditure associated with environmental management, which in 2012 amounted to a
total of 202.16 billion euros.
Communications of an environmental nature received by canal de Isabel II Gestión*
Type of communication
2010
2011
2012
External
76
63
34
Internal
6
4
5
82
67
39
Total
* The monitoring of which was carried out by the Environmental Quality Systems Department.
The expenditure item directly related to environmental management accounted for a total
of 29.27 million euros in the period 2010-2012, which is 71.84% of all voluntary spending
on the environment. Next in importance came the maintenance of parks and gardens,
at 18.72% of expenditure; and resources used up to 2011 for inspection and monitoring
of industrial liquid effluents to the sewerage and water-treatment system (under the
agreement between the Environment Department of the Autonomous Region of Madrid
and Canal de Isabel II).
Types of external communications of an environmental nature received by canal de Isabel II Gestión*
Department
2010
2011
2012
Waste water discharge
36
25
7
Odours
15
9
5
Waste management
10
13
8
Works and other reasons
15
16
14
Total
76
63
34
Distribution of voluntary environmental expenditure by the Canal de Isabel II Gestión Group in
the period 2010-2012
5.12%
Inspection and
surveillance of
industrial waste
18.72%
Maintenance of green
areas and reforestation
* Communications monitored by the Environmental Quality Systems Department.
At Triple A, the assessment of environmental aspects is carried out on a continuous
basis by those responsible for each of the activities with ongoing support from
the Environmental Management Department. Furthermore, a review is carried out
of compliance with environmental legislation and the requirements imposed by
environmental authorities. All the above is supported by the people in charge of IT
processes and applications with different user profiles according to needs, which allow
for continuous communication and give each user the decision-making tools needed as a
preventive measure with respect to environmental impacts.
At the other companies of the Canal Gestión Group in Spain and Latin America, the
units responsible for overseeing environmental compliance and responding to requests
for environmental information are the quality and environment departments of each
company, in some cases with support from the communication and legal departments.
Expenditure and investment on environmental management and activities
Aside from the environmental expenses linked to compliance with our legal obligations
(waste management, sludge management, etc.) or associated with the processes
needed for the management of our business areas (treatment costs and urban waste
3.22%
Cost of environmental
education programmes
71.84%
Cost of
environmental
management
1.11%
Contributions to
environmental
organisations
Bearing in mind the intrinsically environmental nature of many of our processes (we
manage a natural resource and we deal with waste water treatment), much of our
investment is aimed at targets that are specifically linked to environmental protection. In
2012, investment of an environmental nature by the Canal de Isabel II Gestión Business
Group amounted to 40.78 million euros (12.08% of all investment carried out by the
Canal Gestión Group). In the period 2010-2012, environmental investment by the Group
amounted to 147.15 million euros.
In 2012, total consumption of reagents for the treatment of drinking water treatment
amounted to 32,671.92 tonnes. In the same period, 37,434.71 tonnes were used for the
treatment of waste water.
MAIN RECORDED CONSUMPTION OF RESOURCES (t/year)
REAGENTS
MATERIAL CONSUMED
spain
2011
colombia
ecuador
TOTAL
2012
2011
2012
2011
2012
2011
2012
11,187.30
14,653.22
843.39
517.78
-
-
12,030.69
15,171.00
Liquid oxygen
2,833.00
3,717.37
-
-
-
-
2,833.00
3,717.37
Sodium hypochlorite
2,296.00
2,983.72
179.30
194.08
-
-
2,475.30
3,177.81
Chlorine
1,869.00
1,792.50
735.70
738.91
-
-
2,604.70
2,531.41
Aluminium polychloride
1,159.00
814.52
1,552.07
1,647.82
-
-
2,711.07
2,462.34
Calcium hydroxide
2,282.00
2,282.48
5.11
-
-
-
2,287.11
2,282.48
Sodium hydroxide
479.00
746.09
-
-
-
-
479.00
746.09
Sodium bisulphite
88.00
495.93
-
-
-
-
88.00
495.93
Polyelectrolites
70.00
67.83
325.06
342.83
-
-
395.06
410.66
Active carbon powder
556.00
234.83
18.17
16.26
-
-
574.17
251.09
Poly-DADMAC
434.00
238.18
-
-
-
-
434.00
238.18
Chlorhydric acid
85.00
235.38
-
-
-
-
85.00
235.38
Sodium chlorite
193.00
222.37
-
-
-
-
193.00
222.37
Other DWTP reagents
470.00
727.92
0.05
1.90
-
-
470.05
729.82
24,001,30
29,212.34
3,658.86
3,459.58
-
-
27,660.16
32,671.92
CONSUMPTION OF REAGENTS AT DWTP
Aluminium sulphate
TOTAL DWTP REAGENTS
CONSUMPTION OF REAGENTS AT WWTP
Ferric chloride
36,650.00
35,962.96
-
-
-
-
36,650.00
35,962.96
Polyelectrolites
1,080.00
1,098.12
-
-
-
-
1,080.00
1,098.12
357.00
360.86
1.50
1.50
-
-
358.50
362.36
-
-
-
5.82
5.45
5.44
5.45
11.26
38,087.00
37,421.94
1.50
7.32
5.45
5.44
38,093.95
37,434.71
66,634.28
3,660.76
3,466.90
5.45
5.44
65,754.11
70,106.72
Lime
3.5.3. Our environmental performance
The Canal de Isabel II Gestión Business Group operates and manages all its facilities
according to sustainable management criteria. It aims to rationalise the consumption of
resources and energy, and to avoid discharges and emissions into the atmosphere by
managing its waste correctly and regularly checking for noise and odours.
Consumption of materials
The main resources consumed by the Canal Gestión Group are the reagents used at the
drinking water treatment plants (DWTP) and at the waste water treatment plants (WWTP).
Other WWTP reagents
TOTAL WWTP REAGENTS
TOTAL CONSUMPTION OF REAGENTS
DWTP and WWTP reagents
62,088,30
The second largest consumption of resources in terms of weight by the Canal de Isabel II
Gestión Business Group corresponds to water meters. In 2012, the Canal Gestión Group
«consumed» a total of 192,662 water meters of 33 different types, amounting to a total
weight of 181.23 tonnes. The diameter of the meters used by the Canal Gestión Group
varies from 7 millimetres to 400 millimetres.
WATER METERS
Units
spain
Weight (t/year)
2011
2012
2011
2012
113,944
138,008
173.7
163.04
3,888
-
3.87
-
117,832
138,008
177.57
163.04
2011
2012
2011
2012
43,900
40,792
15.76
15.00
6,680
10,042
0.38
0.58
50,580
50,834
16.15
15.58
ECUADOR
2011
2012
2011
2012
Amagua
3,964
3,820
2.77
2.62
172,376
192,662
196.49
181.23
Canal de Isabel II-Hispanagua
Total Spain
COLOMBIA
Metroagua
Total Colombia
Sum total
Paper is the main recorded resource consumed by administrative activities and
commercial management, which amounted to 365.38 tonnes in 2012. 39.89% of the
paper used in administrative activities is recycled (67.45% in the case of Spain).
In 2012 in Spain, printed documents were produced through a service provider with
certification from the Forest Stewardship Council (FSC), thus guaranteeing that said
provider only uses paper produced from forests managed according to FSC principles.
The consumption of paper in commercial activities, such as mailing bills or other
documents, amounted to 276.48 tonnes in 2012. This is an increase of 63.98% on 2011.
Paper consumption increased in 2012 due to the circumstances related to setting up the
new company; Canal de Isabel II Gestión.
The significant growth in activity by companies in the Group in 2012 means that total
paper consumption increased by 50.2% on 2011.
PAPER
spain*
COLOMBIA
ECUADOR
dominican r.
total
2011
2012
2011
2012
2011
2012
2011
2012
2011
2012
White paper (kg/year)
12,239
14,327
10,931
23,446
839
1,474
15,551
15,080
39,559
54,328
Recycled paper (kg/year)
30,077
29,690
348
348
-
9
4,665
4,524
35,091
34,571
Total consumption
42,316
44,017
11,279
23,794
839
1,483
20,216
19,604
74,650
88,899
Bills and envelopes (kg/year)
91,477
99,020
14,317
22,995
2,116
1,687
21,303
20,433
129,213
144,135
Commercial documents and envelopes (kg/year)
22,878
24,143
13,732
106,477
360
467
2,427
1,258
39,397
132,345
Total consumption
114,354
123,163
28,049
129,472
2,476
2,154
23,730
21,691
168,610
276,480
TOTAL PAPER CONSUMPTION (kg/year)
156,670
167,180
39,328
153,266
3,315
3,638
43,946
41,295
243,260
365,379
CONSUMPTION OF PAPER IN ADMINISTRATIVE ACTIVITIES
CONSUMPTION OF PAPER IN MAILING OF BILLS AND COMMERCIAL DOCUMENTS
* Includes all Spanish companies except Hispanagua.
Energy consumption
The Canal de Isabel II Gestión Business Group is a major consumer of energy. Our
processes require the consumption of energy from various sources, mainly electricity.
Aware of the significant nature of our consumption, we have been developing initiatives
in recent years to generate electricity through processes that make use of synergies with
water management. At the end of 2012, we were also the company with the largest
installed electricity generation capacity in the Autonomous Region of Madrid, with a total
of 80.55 megawatts.
In 2012, direct energy consumption from various sources and used to run the facilities
and operations of the Canal de Isabel II Gestión Business Group amounted to 3,351,703
gigajoules, of which 79,66% corresponds to electricity consumption.
RECORDED ENERGY CONSUMPTION
spain
COLOMBIA
ECUADOR
DOMINICAN r.
SUM total
2011
2012
2011
2012
2011
2012
2011
2012
2011
2012
303,797,661
485,796,256
132,532,681
152,368,393
1,916,760
2,460,790
379,945
379,945
438,627,047
641,005,384
Consumption of hydro-electric power generated by Hidráulica Santillana*
16,439,663
12,241,455
-
-
-
-
-
-
16,439,663
12,241,455
Consumption of electricity generated using biogas from WWTP*
71,632,867
79,374,238
-
-
-
-
-
-
71,632,867
79,374,238
9,066,833
8,709,524
-
-
-
-
-
-
9,066,833
8,709,524
In-house consumption of photovoltaic solar energy**
-
-
2,500
2,500
-
-
-
-
2,500
2,500
Microturbines on the distribution network*
-
283,753
-
-
-
-
-
-
-
283,753
400,937,024
586,405,226
132,535,181
152,370,893
1,916,760
2,460,790
379,945
379,945
535,768,910
741,616,854
138,051,905
142,030,960
-
-
-
-
-
-
138,051,905
142,030,960
7,489
31,811
-
-
-
-
-
-
7,489
31,811
Natural gas for boilers in buildings or for processes (m /year)
100,191
118,057
-
-
-
-
-
-
100,191
118,057
Gas oil for boilers in buildings (litres/year)
170,588
151,999
-
-
-
-
-
-
170,588
151,999
1,083,909
1,131,876
2,049,898
2,120,693
-
49,236
17,567
18,594
3,151,375
3,320,399
115,676
123,732
393,073
650,713
62,661
19,267
84,393
58,730
655,803
852,442
-
-
249,376
270,959
-
-
-
-
249,376
270,959
Electricity consumption (kWh/year)
Total consumption of electricity from the grid
In-house consumption of electricity in sludge treatment at the Loeches STP*
Total electricity consumption (kWh/year)
Consumption of fuels
Natural gas for thermal drying of sludge at the Loeches STP (kWh GCV/year)*
Gas oil in processes (litres/year)
3
Gas oil for vehicles and machinery (litres/year)
Petrol for vehicles (litres/year)
3
Natural gas in vehicles (m /year)
* Only in Spain.
** Only Triple A in Barranquilla (Colombia).
RECORDED ENERGY CONSUMPTION EXPRESSED IN GIGAJOULES
SPAIN
COLOMBIA
2011
ECUADOR
DOMINICAN R.
SUM TOTAL
2012
2011
2012
2011
2012
2011
2012
2011
2012
1,093,672
1,748,867
477,118
548,526
6,900
8,859
1,368
1,368
1,579,057
2,307,619
59,183
44,069
-
-
-
-
-
-
59,183
44,069
257,878
285,747
-
-
-
-
-
-
257,878
285,747
32,641
31,354
-
-
-
-
-
-
32,641
31,354
In-house consumption of photovoltaic solar energy **
-
-
9
9
-
-
-
-
9
9
Microturbines on the distribution network*
-
1,022
-
-
-
-
-
-
-
1,022
1,443,373
2,111,059
477,127
548,535
6,900
8,859
1,368
1,368
1,928,768
2,669,821
464,346
479,957
-
-
-
-
-
-
496,987
511,311
270
1,147
-
-
-
-
-
-
270
1,147
Natural gas for boilers in buildings
3,908
4,605
-
-
-
-
-
-
3,908
4,605
Gas oil for boilers in buildings
6,652
5,928
-
-
-
-
-
-
6,652
5,928
39,099
40,829
73,944
76,498
-
1,776
634
671
113,677
119,774
3,874
4,144
13,163
21,791
2,098
645
2,826
1,967
21,962
28,547
-
-
9,728
10,570
-
-
-
-
9,728
10,570
518,150
536,610
96,836
108,859
2,098
2,421
3,460
2,638
653,185
681,883
1,961,523
2,647,669
573,962
657,395
8,999
11,280
4,828
4,005
2,581,953
3,351,703
Electricity consumption (GJ/year)
Total consumption of electricity from the grid
Consumption of hydro-electric power generated by Hidráulica Santillana*
Consumption of electricity generated using biogas from WWTP*
In-house consumption of electricity in sludge treatment at Loeches*
Total electricity consumption (GJ/year)
Consumption of fuels
Natural gas for thermal drying of sludge at the Loeches STP *
Gas oil in processes
Gas oil for vehicles and machinery
Petrol for vehicles
Natural gas in vehicles**
Total fuel consumption (GJ/year)
Total energy consumption (gj/year)
* Only in Spain.
** Only Triple A in Barranquilla (Colombia)..
Lower inflow to the reservoirs and a greater use of alternative resources (wells, the
River Tagus and the River Alberche), as well as increased activity by Canal Gestión,
mean that energy consumption in 2012 rose significantly when compared with 2011.
Electricity consumption by Canal Gestión was 46.68% higher than in 2011 and total
energy consumption was 36.14% higher than in 2011.
Total electricity consumption by the companies in the Group in the period 2011-2012
amounted to 1,277.38 million Kilowatt/hours. Of this total, 77.29% was consumption by
Spanish companies and 22.71% by Latin American companies.
The distribution of consumption by activity is very different in Spain and in Latin
America, due to the differences in the relative proportion of the services supplied.
Percentage breakdown of recorded electricity consumption in the period 2011-2012 by activity in
the integrated water cycle in Spain
SPAIN
1.81%
WWTP sludge treatment
0.08%
Re-use
2.13%
Other (offices,
warehouses,
telecommunications)
52.37%
Sanitation
43.61%
Supply
In Spain, given the importance of waste water treatment, there is a balance in the
percentage of energy consumed between supply and treatment. However, this balance
does not exist in Latin American given that the greater dilution capacity of the rivers and
the Caribbean Sea mean the need for waste water treatment is not as great.
Specific Group consumption data, taking into account the differences indicated above, vary
greatly according to the precipitation during the year. Hence, when inflow from rivers is very
low in Spain and Santa Marta (Colombia), as was the case in 2012, greater use is needed of
the well fields and water lifting facilities. Energy consumption can almost double when this
occurs. The following specific consumption was recorded in recent years:
LATIN AMERICA
6.77%
Sanitation
91.64%
Supply
1.59%
Other (offices,
warehouses,
telecommunications)
SPECIFIC ELECTRICITY CONSUMPTION IN 2012
SPAIN
Colombia
Ecuador
Total
Specific consumption of electricity for supply
(kWh/m3 of water channelled for consumption)
0.566
0.570
0.019
0.559
Specific consumption of electricity for sanitation
(kWh/m3 of treated water)*
0.539
0.260
0.240
0.517
Total specific consumption of electricity
(kWh/m3 of managed water)**
0.563
0.541
0.119
0.552
* Includes sewerage, treatment, re-use and sludge treatment.
** Managed water = Water channelled for consumption + water treated at the WWTPs + reclaimed water.
With regard to Canal de Isabel II Gestión in Spain and according to the generation mix in
the Iberian Peninsula electricity system in 2012, indirect consumption of primary energy
attributable to the consumption of electricity by Canal Gestión is estimated at 3.75 million
gigajoules, of which 18.37% comes from renewable sources.
Water consumption
Indirect consumption of primary energy attributable to the recorded consumption of
electricity from the grid by Canal Gestión* (GJ/year)
2010
2011
2012
% for 2012
Coal
396,153
296,418
475,706
12.68
Natural gas
905,447
677,492
1,087,272
28.99
Oil derivatives
216,976
162,351
260,548
6.95
Nuclear
1,043,051
726,604
1,238,233
33.01
Total non-renewable sources
2,561,627
1,862,864
3,061,758
81.63
Hydro-electric
211,167
114,965
127,043
3.39
Hydro-power, wind and other renewables
417,762
316,454
561,869
14.98
Total renewable sources
628,929
431,419
688,912
18.37
3,190,555
2,294,283
3,750,670
100.00%
NON-RENEWABLE SOURCES
RENEWABLE SOURCES
TOTAL INDIRECT PRIMARY ENERGY CONSUMPTION
* Indirect consumption of primary energy attributable to the consumption of electricity from the grid has been estimated using data on primary
energy consumption in the generation of electricity in the Iberian Peninsula electricity system corresponding to 2010.
Besides the water that we distribute through supply services, we also keep records of
the water we consume ourselves for our own processes (in-house consumption). This
consumption can be broken down as follows:
• Water treatment processes at the DWTPs.
• Consumption on our premises (gardens, sanitation, drinking, etc.).
• Cleaning of new piping during network renewal processes.
• Cleaning of water tanks.
• Water that is discharged when pipes need to be relocated.
• Purges from the network that are occasionally necessary for repair purposes.
At Canal Gestión in Spain, in-house consumption amounted to 3.85 million cubic metres
of water in the 2011/2012 hydrological year, which represents 0.71% of the water
channelled for consumption in the same period.
In-house consumption by Canal de Isabel II in the periods 2009-2010 and 2010-2011 were
higher than in previous years mainly due to the incorporation of new infrastructure and
a significant increase in the network purges necessary to provide a quality service. In the
2011/2012 hydrological year, this figure fell by almost 30% on the previous period.
In-house consumption by the Latin American companies in the Canal Gestión Group
amounted to 0.92 million cubic metres of water in the 2012 calendar year, which
represents 37% of the water channelled for consumption.
Atmospheric emissions
Atmospheric emissions of greenhouse gases, acidifying substances and tropospheric
ozone precursors attributable to operations by the Canal Gestión Group come from:
• Indirect emissions caused by the generation of the electricity we consume from the
grid. Besides our own consumption figures, these emissions also depend on the
methods used to generate electricity in the Iberian Peninsula system.
• Emissions associated with the sludge composting processes from the WWTPs.
• Direct emissions from the existing combustion facilities on Canal Gestión premises,
which include those produced by the Loeches STP.
• Emissions of exhaust fumes from our 1,265 vehicles and works machinery, which in
2012 travelled a total of 23.0241 million kilometres.
ATMOSPHERIC EMISSIONS (t/year)
POLLUTANT
2011
2012
112,798
168,976
CO2
102,818.13
101,640.59
Indirect emissions (the whole Group)
DDue to recorded electricity consumption*
CO2
Direct emissions from existing combustion facilities (only Spain at fixed sources)
Slurry heating boilers, Loeches STP cogeneration and flares**,
natural gas boilers*** and gas-oil boilers in buildings***
CH4
1.78
1.75
N2O
4.14
4.12
NOx
177.36
177.42
SO2
3.15
3.14
CO
38.48
38.34
NMVOC
2.57
2.56
CH4
33.71
34.25
N2O
2.53
2.57
Direct emissions in sludge composting processes (only Spain)
Sludge composting at WWTPs*****
Direct emissions from mobile sources (gas-oil, petrol and natural gas in vehicles - the whole Group)
Exhaust gases from vehicles and machinery****
CO2
10,342.48
11,298.97
CH4
0.86
1.05
N2O
0.02
0.03
NOx
49.62
53.62
SO2
0.32
0.35
CO
59.56
71.93
NMVOC
10.73
12.93
* Emissions estimated according to the electricity generation mix in the mainland power system and IPCC emission factors.
** Emissions estimated using the CORINAIR Emission Inventory Guidebook of the European Environmental Agency and the consumption
and characteristics of the biogas obtained.
*** Emissions estimated using the CORINAIR Emission Inventory Guidebook of the European Environmental Agency and the consumption
and characteristics of the fuels.
**** Emissions estimated using the CORINAIR Emission Inventory Guidebook of the European Environmental Agency, taking into consideration
the emission factors from road transport in Spain and the consumption and characteristics of the fuels.
***** Estimated emissions based on IPCC 2006 emission factors.
Waste water treatment
POLLUTION ELIMINATED AT THE WWTPs MANAGED BY THE CANAL DE Isabel II GESTIÓN Business Group
canal de Isabel II
gestión
The main activities carried on by the Group include waste water treatment in Spain,
Colombia and Ecuador.
In Spain, Canal de Isabel II Gestión treats practically all of the waste water from the
population living in the urban centres of the Autonomous Region of Madrid, including
the city of Madrid, through 154 facilities that treat waste water in 178 of the 179
municipalities in the region. In 2012, these plants treated a total of 486.2 million cubic
metres of water, equivalent to 92.62% of the water channelled for consumption.
In 2012, the quality of the effluent treated at plants managed by Canal de Isabel II
Gestión maintained the high level that is a feature of the system, having eliminated total
contamination estimated at 149.22 billion kilos of organic matter and 139.18 billion kilos
of suspended solids.
To ensure compliance with requirements on the elimination of phosphorus, we continued
our work in 2011 on the changes needed at treatment plants included in our Nutrient
Elimination Plan (nitrogen and phosphorus). This Plan aims to comply with the Water
Framework Directive in terms of discharged water in sensitive areas (practically the entire
Autonomous Region of Madrid) by the end of 2012. The plan is part of the National Water
Quality Plan.
In Latin America, because of the higher flow rate in the rivers and hence their increased
natural dilution capacity, waste water treatment operations are less intensive. Triple A in
Barranquilla manages six WWTPs that treat around 22.9% of the water supply. In 2012,
the plants managed by Triple A treated 32.82 million cubic metres with efficiency at
around 58% of contaminating load.
triple a
barranquilla
amagua
2011
2012
2011
2012
2011
2012
BOD5
301
318
271
255
200
200
Suspended solids
278
286
298
226
200
200
BOD5
10
10
55
51
87
74
Suspended solids
12
13
78
64
61
51
BOD5
152,457
149,217
8,126
6,681
617
765
Suspended solids
136,765
139,177
823,956
5,294
759
905
AVERAGE INPUT WATER QUALITY (mg/l)
AVERAGE QUALITY
OF TREATED WATER (mg/l)
POLLUTION LOAD ELIMINATED (t/year)
Treatment performance in Spain (% pollution load eliminated)
54%
90%
92%
2010
96%
96%
Amagua managed 64 waste water treatment plants in 2012, which treated 6.07 million
cubic metres with efficiency at around 70%.
57%
90%
92%
2011
96%
97%
59%
90%
92%
2012
95%
97%
20%
0%
Nitrogen
40%
Phosphorous
60%
COD
80%
Suspended solids
100%
BOD5
To ensure compliance with requirements on the elimination of phosphorus, Canal Gestión
continued its work in 2012 on the necessary changes at treatment plants included in our
Nutrient Elimination Plan (nitrogen and phosphorus). This plan aims to comply with the
Water Framework Directive in terms of discharged water in sensitive areas (practically the
entire Autonomous Region of Madrid) by the end of 2015. The plan is part of the National
Water Quality Plan.
Non-hazardous waste generated in Spain and its destination (kg/year)
Type of waste
Vegetable waste
Printer toner waste
Amounts generated (kg/year)
Destination in 2012
2010
2011
2012
721,303
495,354
432,440
Re-use
1,984
3,141
1,995
Re-use
12,310
160,970
73,080
Recovery, landfill
103,662
92,710
79,180
Recycling
1,530
2,980
3,940
Recycling
150
80
70
Recycling
6,100
3,100
6,900
Recycling
In 2012, Canal de Isabel II Gestión continued to develop the Minerva Project (for the
constant control of input pollution levels at the WWTPs and the quality of output effluent)
and the Artemis Project (for updating the automation of existing WWTPs).
Construction material mixtures
In Colombia, the management by Triple A of the sanitary landfill at the Los Pocitos
Nature Reserve close to Barranquilla is associated with the management of the leachates
generated at the facility. The data on the management of said leachates can be found in a
separate section of this document focusing on waste management.
Biodegradable waste from kitchens
and restaurants, edible oils and fats
Wood containing no hazardous
substances
72,530
67,060
60,760
Recycling
The activities of the companies in the Canal de Isabel II Gestión Business Group do not
produce discharges of chemicals during the normal operation of their facilities. No notable
incident took place in this regard in 2012.
Plastics
59,240
58,026
48,730
Recycling
Metals
221,850
367,670
266,770
Recycling
90,810
11,920
55,160
Recovery, landfill
25,120
Other
Recovery, landfill
Waste management
Centres producing waste and waste collection points in Spain
2010
2011
2012
Centres producing waste (hazardous or non-hazardous)
278
279
282
Centres declared and authorised as producers of hazardous waste
175
175
175
17
17
17
413
413
413
Associated facilities (unmanned facilities)
The appropriate management of non-hazardous waste is carried out actively in order for
most of it to be re-used or recycled. In 2012, a total of 8,972 tonnes of non-hazardous
waste were managed for recycling, of which 79 tonnes were paper and cardboard; 432
tonnes were vegetable waste used at the Loeches cogeneration composting and thermal
sludge drying plant as structural material for the preparation of compost; and 7,876
tonnes of sands from DWTP filters and the WWTP de-sanding processes that were recycled
at construction and demolition waste recovery plants.
Glass
Disposed electrical and electronic
equipment
Waste fractions for classification
at destination
Aqueous liquid waste - LER-161002
In Spain, the control of waste management at the various production centres and
collection points of Canal de Isabel II Gestión and the Spanish investee companies is
based on the correct separation of waste at source and complemented by the monitoring
of collection routes (planned fortnightly) followed by the waste managers to ensure
compliance with current legislation.
Waste collection points
Paper and cardboard
Mixed waste
Sands from drinking water filters
16,700
99,220
65,970
178,920
409,270
139,460
Re-use
100,140
130,510
Recycling
Solid urban waste from offices
Waste from WWTP and WWPS
pre-treatment
24,114,119
9,165,814
26,739,747
Total non-hazardous waste
25,601,208
31,037,455
28,129,832
Waste from de-sanding at WWTPs
that was sent to construction and
demolition material recycling plants
4,582,000
7,598,560
7,737,070
-
Total recycled or re-used waste
5,953,495
9,352,820
8,972,010
-
23.25
30.13
31.90
-
Percentage of recycled/recovered
waste
Biomethanisation
In 2012, 28,130 tonnes of non-hazardous waste were managed by Canal Gestión and the
investee companies in Spain, of which 95.05% was waste from WWTP and WWPS pretreatment processes.
In Latin America, our companies are gradually adopting the Canal Gestión waste
management model. Significant progress was made in terms of waste management in 2012.
The available data on non-hazardous waste management by the companies in our Group in
Latin America are shown in the table below:
HAZARDOUS AND BIO-SANITARY WASTE GENERATED IN SPAIN (kg/year)
NON-HAZARDOUS WASTE GENERATED BY THE COMPANIES IN THE CANAL Gestión Group IN LATIN AMERICA
(kg/year)
Type of waste
2011
2012
Paper and cardboard
288
10,448
Glass
816
827
-
108
360
547
-
30,818
66,610
125,505
WWTP and WWPS pre-treatment waste
131,850
132,085
Total non-hazardous waste
199,924
300,338
Disposed electrical and electronic equipment
Plastics
Metals
Mixed waste
A total of 264.24 tonnes of hazardous waste were generated by Canal Gestión and the
investee companies in Spain in 2012, of which 39.08% were recycled or recovered at
destination.
Type of waste
Final destination
in 2012
2010
2011
2012
143,367
87,300
104,231
Waste from non-chlorinated mineral engine oils
61,249
44,937
60,475
Recovery
Packaging containing waste from hazardous substances
35,037
45,656
35,988
Recovery
-
37,453
35,099
Elimination: Physical/
chemical treatment
5,824
7,625
9,070
Elimination
12,490
8,236
5,883
chemical treatment recovery
Non-halogenated solvents
3,047
3,925
3,094
Recycling: recovery for
energy
Fluorescent tubes and other waste containing mercury
1,235
1,758
2,093
Recovery
Aqueous liquid waste containing hazardous substances
Waste from the use of calcium hydroxide
Mineral absorbents impregnated with hazardous
substances
Sodium hydroxide and potassium hydroxide
Laboratory chemicals: out-of-date reagents
chemical treatment
710
1,653
1,662
Elimination: incineration
Oil filters not specified in other categories
1,094
946
1,635
Recovery
Lead batteries
3,382
2,726
1,596
Recovery
Alkaline batteries handled as hazardous waste
583
385
629
Recovery
Transformers and condensers containing PCBs
799
5,195
600
Elimination: incineration
- recycling
1,845
25,559
2,191
Total hazardous and bio-sanitary waste
270,661
273,352
264,243
-
Amount of waste reused or recycled
103,267
99,122
103,275
-
Other hazardous waste
Mostly elimination
The available data on hazardous waste generated and managed by the investee
companies in Latin America are shown in the table below:
HAZARDOUS WASTE GENERATED BY THE COMPANIES IN THE CANAL Gestión Group IN LATIN AMERICA (kg/year)
Type of waste
2011
2012
Other engine, gear and lubricating oils
2,275
2,505
176
450
45
322
-
2
595
374
-
116
506
-
Health service waste
1
6
Fluorescent tubes and other waste containing mercury
-
63
3,598
3,838
Packaging containing waste from hazardous substances
Laboratory chemicals: water contaminated by analysis
Laboratory chemicals: out-of-date reagents
Oil filters not specified in other categories
Organic waste containing hazardous substances
Alkaline batteries handled as hazardous waste
Total hazardous waste
The «Verdeazul» Programme: progress on recycling in Colombia
Management of sludge at the WWTPs and slurry at the DWTPs
The “VerdeAzul”TheProgramme:
«VerdeAzul» Programme: progress on recycling in
Colombiain
progress on recycling
Colombiaavanzando en el
reciclaje en ColombiaHambre
In Colombia, Triple A Barranquilla
launched its «Verdeazul» Programme
in 2012. This is one of the first
and most ambitious solid urban
waste collection initiatives to be
undertaken in Colombia or Latin
America.
Over the first four months of the «Verdeazul»
Programme by Triple A in the north of the city
of Barranquilla in 2012, a total of 148 tonnes
of recyclable material was collected from
124 buildings, residential complexes, hotels,
universities, restaurants, shopping centres and
other establishments making a commitment to
the responsible disposal of their waste.
This means that this amount of plastics, paper,
tetra pack material, bottles, cardboard, metals and
other material was not sent to the sanitary landfill
or the Los Pocitos Environment Park but was
rather used for other purposes, thus contributing
to a longer useful life for the landfill and helping
to look after the environment by reducing the
amount of rubbish we produce.
Triple A has a collection centre where workers,
who were previously informal recyclers, perform
As well as the hazardous and non-hazardous waste associated with our processes, a
significant amount of slurry is generated during drinking water treatment at our DWTPs
and sludge during waste-water treatment at our WWTPs.
Sludge generated at the WWTPs* (t/year)
Type of waste
Dehydrated sludge
Dry matter
spain
ECUADOR
TOTAL
2011
2012
2011
2012
2011
2012
193,478
181,508
1,589
1,986
195,067
183,495
43,763
40,308
159
199
43,922
40,506
* The sludge generated at the treatment plants run by Madrid City Council is not included. The drying of the sludge generated at these facilities
is not included in our management and is the responsibility of the companies contracted by Madrid City Council directly, as is the final destination
of said sludge.
the tasks of separation and preparation of
the material to then sell it to the various
companies operating in the industrial sector that
reincorporate the material into the production
cycle based on their own activity. Triple A is thus
making a contribution to the environmental and
economic sustainability of the city.
Through other campaigns similar to the
«Verdeazul» Programme, Triple A establishes links
with various social entities (such as business
leaders, trades associations, associations, schools
and universities) to promote citizen culture
initiatives that seek to raise awareness in the
population about the importance of public
services and the fundamental role they play in
the provision of services.
Most of the dehydrated sludge from our WWTPs is used for agriculture. In 2012, 76.68%
of the 183,495 tonnes produced by the Canal Gestión Group in Spain and Ecuador was
used for this purpose. The characteristics of certain types of sludge prevent its use in
agriculture. In Spain, this type of sludge accounted for 2.93% of the total sludge produced
at our WWTPs. The final destination for this product is energy recovery at cement plants,
taking advantage of its calorific power as a light fuel that can replace fossil fuels.
Final destination in percentage of the sludge generated at the WWTPs* (%)
Final destination
Landfill
Direct application of the dehydrated
sludge on land
Composting
Other treatment**
spain
ECUADOR
TOTAL
2011
2012
2011
2012
2011
2012
0.00
0.00
-
-
0.00
0.00
80.12
76.51
100.00
100.00
79.46
75.68
4.36
4.72
-
-
5.14
5.75
15.53
18.77
-
-
15.40
18.57
* The sludge generated at the treatment plants run by Madrid City Council is not included.
**This includes the sludge processed at the Loeches STP.
In Spain, in the Loeches sludge treatment plant have been processed a total of 41,225.2
tonnes of dehydrated sludge, of which 87.06% was compost and dried sludge for
agriculture. The rest was dried sludge for energy recovery. The compost produced at the
Loeches STP was registered in 2011 with the Spanish Ministry of Agriculture as a fertiliser
that can be sold for agricultural or gardening purposes.
In Spain, Canal de Isabel II Gestión has slurry treatment plants at all its DWTPs. In 2012,
the amount of slurry treated by these plants amounted to 30,681 tonnes. This is the
equivalent of 4,264 tonnes of dry matter. In Colombia, the large amount of solids swept
by the River Magdalena as it flows through Barranquilla means that sludge production
at the DWTPs is considerably greater than in Spain. In Ecuador, Amagua does not
produce drinking water itself as the water it distributes is treated by the supply system
to the city of Guayaquil.
Sludge generated
Dry matter
spain
COLOMBIA
TOTAL
2011
2012
2011
2012
2011
2012
24,372
30,681
9,595,666
14,381,950
9,620,038
14,412,631
4,001
4,264
36,686
50,054
40,687
54,318
Most of the dehydrated sludge from our WWTPs in Spain and Ecuador is used for
agriculture. In 2012, 75.78% of the 183,495 tonnes produced by Canal Gestión and
Amagua was used for this purpose.
Hectares composted directly with dehydrated
sludge
Activity indicators and parameters regarding the cleaning services provided by Triple A in
Barranquilla (Colombia)
Parameters
2011
2012
No. of municipalities provided with solid waste collection services
4
4
No. of municipalities provided with street cleaning services
4
4
No. of inhabitants provided with solid waste collection services
1,391,270
1,475,924
No. of inhabitants provided with street cleaning services
1,391,270
1,475,924
100%
100%
433,707
455,148
2,550
2,752
Amount of pruning waste collected (tonnes)
11,398
9,154
Amount of rubble collected (tonnes)
26,281
23,269
Total No. of sanitary landfills managed
1
1
Total No. of filled sanitary landfills managed closed
1
1
594,132
321,291
Amount of non-hazardous industrial waste dumped (tonnes)
38,435
62,297
Amount of inert waste dumped (tonnes)
26,281
30,951
Amount of leachates produced (cubic metres)
135,053
57,183
Amount of leachates treated (cubic metres)
127,544
63,293
Leachate treatment capacity (litres/second)
7
7
BOD eliminated in leachates (%)
97.00
93.18
COD eliminated in leachates (%)
97.00
83.90
TSS eliminated in leachates (%)
96.30
82.73
Fats eliminated in leachates (%)
92.20
95.83
33
28
110
106
60
718
Coverage by cleaning services as a percentage of the population
Use of sludge in agriculture in Spain
No. of composting plants
Besides the internal management of waste produced by the activity of our companies,
in Barranquilla and other cities in the Atlántico Department (Colombia), the Canal de
Isabel II Gestión Business Group manages solid urban waste and carries out street cleaning
services through Triple A.
The main activity indicators and key figures relating to the cleaning activity (sanitation)
undertaken by Triple A are shown below:
Slurry generated at the DWTPs (t/year)
Type of waste
Provision of cleaning services (solid urban waste management and street cleaning) in
Colombia
2010
2011
2012
7
6
4
5,414
5,086
3,837
No. of kilometres swept
No. of major producers receiving services
Amount of household waste dumped (tonnes)
No. of environmental checks performed
Fumigations carried out in the sanitary landfill
Odour controls carried out in the sanitary landfill
Control of noise, odour and radio-electric transmissions
Compliance with environmental legislation
In 2004, a monitoring programme was launched in Spain to control the levels of
external environmental noise generated by the facilities run by our companies and
that could cause disturbances to the population or in areas of particular sensitivity.
Within the framework of the environmental management systems, the Canal de Isabel II
Gestión Group has procedures for the identification and access to the requirements
established by environmental law and for the regular assessment of compliance therewith.
The number of facilities monitored in 2012 stood at 145, with a level of compliance
in excess of 96% according to criteria based on the internal standards used by Canal
Gestión for this type of control.
Only 14 penalty proceedings were brought against the Group in 2012 (12 in Spain, one
in Colombia and one in Ecuador) by the bodies that regulate the water and environment
sectors in the respective countries where we operate. The majority of these cases
were opened in Spain by the Tagus Hydrographic Confederation and mostly linked to
the involuntary discharge of waste water from our 154 WWTPs in Spain. These cases
(both those in Spain and those in Latin America) are currently at various stages of
legal proceedings, with most undergoing an administrative appeal process or with the
corresponding appeal lodged in the contentious-administrative court system.
Results from the noise level control programme
No. of facilities controlled
No. of non-compliances recorded
2010
2011
2012
121
140
145
2
4
5
In addition, the emission of odorous substances from the deodorisation equipment at the
WWTPs in Spain is controlled under the Atmospheric Emission Control Programme and the
regulatory inspections defined by current legislation. 75 control points were used in 2012.
A 100% level of compliance has been achieved in the period 2006-2012.
In Spain, the accumulated amount of the penalties associated with these proceedings
amounted to 37,710 euros at the end of 2012. A total of 1,381,070 euros was saved in
2012 through the appeals and clarifications made by Canal Gestión in response to the
proceedings brought in previous years with regard to breaches of regulations.
As a result of efforts by the entire organisation in Spain, in the last five years
environmental penalties have been reduced by 42.86% and this despite the fact that the
number of facilities under our management has increased by 36.45%, the supply network
by 20.88% and the sewerage network by 145.09%.
Results from the hydrogen sulphide emission control programme at the WWTPs
No. of facilities controlled
No. of non-compliances recorded
2010
2011
2012
86
72
75
0
0
0
In Colombia, Triple A and Metroagua began to perform this type of control in 2012 with
positive results. Two noise controls and three odour controls were carried out with a
100% degree of compliance with the legal limits.
Canal de Comunicaciones Unidas (CCU) carries out an annual campaign to measure and
certify the telecommunication stations managed by the company in order to check
that emission levels in the area around the stations and in the areas where people may
normally be are below the limits established in the regulations approved by Royal Decree
1066/2001 on conditions for the protection of the public radio-electric domain, restrictions
on radio-electric transmissions and measures for health protection against radio-electric
transmissions.
3.5.4. Energy efficiency and climate change
Most experts agree in pointing to the importance that the potential effects of climate
change may have on water resources at a global level.
In the case of Spain, the best estimates conclude that «water resources will suffer
significant reductions as a result of climate change. By 2030, we can expect average
reductions of between 5% and 14% in the amount of water reaching the basins naturally,
while by 2060 an overall average reduction of 17% is expected in water resources on the
Iberian Peninsula. These figures may rise to over 20-22% for the scenarios forecast for
the end of the century. Together with the reduction in resources, an increased variation is
expected in the yearly figures».
Our greenhouse gas emissions (GGE)
In 2012, estimates indicate that greenhouse gas emissions (GGE) by the Canal Gestión
Group amounted to 288.92 kilotonnes of CO2 equivalent. This represents an increase in
our total GGE of 23.02% on 2011. This increase in 2012 when compared with 2011 is
mainly due to an increase in the emissions associated with the consumption of electricity
from the grid (up 46.14% on 2011) caused by increased activity in general and the use of
alternative supply sources in Spain such as the wells and the Rivers Tagus and Alberche
due to the low levels of natural inflow into reservoirs in 2012.
The source of our emissions can be divided into three areas:
In Latin America, the companies in the Group and especially those in Colombia have had
to face the extreme consequences in recent years of the «El Niño» and «La Niña» climate
phenomena.
• Direct emissions, produced by Canal Gestión Group processes and/or facilities (area 1),
which account for 20.49% of the total in 2012. They include our main combustion
activities, the sludge composting processes and the processes associated with the
emissions from the 1,265 company vehicles.
The River Magdalena, which has an average flow of 6,000 cubic metres per second,
recorded an all-time high of 18,000 cubic metres per second in 2010; in other words,
three times the average flow and far above its flood level. Extreme weather phenomena
make our companies vulnerable to the effects of climate change, which could lead to
serious problems in the operation of water supply, sewerage and sanitation systems.
• Indirect emissions, associated with the consumption of electricity by the companies in
the Group (area 2). These emissions account for the largest percentage at 58.49% of
the total in 2012. The calculation is based on the average emission by kilowatt/hour
produced by the electricity systems in Spain, Colombia, Ecuador and the Dominican
Republic.
In terms of supply (water supply in Latin America), problems exist in most processes;
in collection, for example, where the quality of untreated water is reduced by major
increases in water turbidity. These effects also lead to significant erosion and, with that,
conduit failure (above all in regional water pipelines), forcing companies to frequently
suspend services.
• Indirect emissions associated with supplies and services provided by third-party
companies (area 3), such as waste transport, the consumption of reagents and paper
consumption. These emissions accounted for 21.03% of our emissions in 2012 and
also include emissions associated with travel by company employees to/from work (19
million kilometres in 2012).
In the last three years, Metroagua in Santa Marta has had to face seasons of intense
drought resulting from the «El Niño» effect, which produced a drastic reduction in the
flows of surface and underground sources that supply the city. Following these droughts,
the company was faced with the challenge of confronting the opposite and no less
traumatic climate situation: «La Niña», which caused torrential rains and led to flooding
with serious damage to the water supply and sewerage systems in the city.
In terms of specific emissions, our emissions in 2012 amounted to 0.215 kilograms of
CO2 equivalent per cubic metre managed1. This represents an increase of 26.55% on the
2011 figure.
The companies in the Canal de Isabel II Gestión Business Group must therefore share the
concerns regarding the future sustainability of our supply model and work both in the
area of mitigating greenhouse gas emissions (GGE) and in the field of adapting to the
consequences of climate change, thereby achieving readiness to tackle its adverse effects
in the future.
In recent years we have worked to discover which emissions are associated with our
processes, how to mitigate them and how to be prepared for a future in which available
resources may make it difficult for us to comply with our mission.
1 The sum of water channelled for consumption, the water treated at the WWTPs and the reclaimed water for re-use over the course of the year.
Contribution from the various sources to greenhouse gas emissions in the period 2011-2012
ESTIMATED GREENHOUSE GAS EMISSIONS (GGE) BY THE CANAL GROUP (thousand tonnes of C02 equivalent)
SOURCE OF EMISSIONS
2011
2012 2-YEAR TOTAL
Direct GGE associated with Canal processes (area 1)
59.35
59.19
118.53
20.49
Emissions from boilers for slurry heating, cogeneration and flares*
46.77
45.64
92.40
15.80
Emissions from sludge composting processes at the WWTPs *
1.49
1.52
3.01
0.52
Emissions from natural gas boilers in buildings*
0.22
0.26
0.48
0.09
Emissions from gas oil boilers in buildings*
0.50
0.44
0.94
0.15
10.37
11.33
21.70
3.92
Indirect emissions related to electricity consumption (area 2)
112.80
168.98
281.77
58.49
Indirect emissions associated with electricity generation **
112.80
168.98
281.77
58.49
Indirect emissions from supplies, services and other activities
(area 3)
62.71
60.76
123.47
21.03
Emissions from employee travel to and from work*
3.963
3.695
7.66
1.28
Emissions from de-sanding and sand screening waste removal
transport services*
0.098
0,090
0.19
0.03
Emissions from other non-hazardous waste transport services*
0,006
0,005
0.01
0.00
Emissions from hazardous waste transport services*
0.001
0.001
0.00
0.00
Emissions from services for the transport of WWTP sludge and
DWTP slime*
0.443
0.432
0.87
0.15
42.543
39.572
82.12
13.70
-
-
-
0.00
15.058
16.054
31.11
5.56
0.594
0.910
1.50
0.31%
234.85
288.92
523.77
100.00
0.167
0.215
-
-
GGE from mobile sources (vehicles and machinery) **
Emissions associated with the agricultural use of WWTP sludge by
third parties*
Emissions associated with the landfill use of WWTP sludge*
Emissions due to manufacture of reagents used in water supply
and sanitation**
Emissions due to supply of paper consumed by the Canal
GestiónGroup **
Total GGE (areas 1, 2 and 3)
Emissions in kg of CO2 equivalent per cubic metre managed
(channelled for consumption + treated at WWTPs + reclaimed
water)
* Only Canal de Isabel II Gestión in Spain.
** Total for all companies in the Canal Gestión Group.
% IN 2012
0.21%
Emissions from
waste transport
services (area 3)
15.68%
Emissions from
agricultural use of
sludge from WWTPs
(area 3)
53.80%
Emissions from
electricity
consumption
(area 2)
5.94%
Emissions from consumption of reagents at
WWTPs and DWTPs (area 3)
1.75%
Other indirect emissions
(area 3)
17.64%
Direct combustion
emissions (area 1)
4.99%
Other direct emissions
(area 1)
As was clearly shown in 2012, the factor with the greatest influence on our emissions in
Spain is the natural inflow from rivers into our reservoirs. Hence, years with low levels of
inflow imply a significant increase in our consumption of electricity as resources have to
be obtained from alternative sources, such as wells, the water lifting facilities on the River
Alberche or the Tagus DWTP.
That is why, taking into account that our main source of GGE is electricity consumption
(around 40-60% of the total), Canal Gestión and the companies in the Canal Gestión Group
are focusing their efforts on reducing emissions though the generation of clean energy
and the search for energy efficiency.
Generating clean energy
In Spain, Canal de Isabel II Gestión and Hidráulica Santillana have facilities that work
in synergy with the processes of water supply and sanitation to allow us to generate
renewable energy, take advantage of sub-products from our processes and cogenerate
electricity.
At the end of 2012, Canal Gestión and its Business Group managed the following electricity
generation facilities:
• Eight hydro-electric power stations, with a total installed capacity of 39.1 megawatts,
managed by Hidráulica Santillana, a company in the Canal Gestión Group.
• 11 electricity generation plants using biogas produced during WWTP processes, with a
total installed capacity of 22 megawatts.
• One cogeneration plant associated with the WWTP thermal sludge drying process, with
an installed capacity of 19.2 megawatts.
• A small waste water head of water at the Sur WWTP that uses the height difference at
the discharge point, with an installed capacity of 0.15 megawatts.
• One microturbine installed on the distribution network, with an installed power of 0.1
megawatts.
Thus, Canal Gestión is currently the company with the largest installed capacity for the
production of electricity in the Autonomous Region of Madrid (a total of 80.55 megawatts).
Electricity generated at the water treatment facilities of Canal Gestión in Spain and
comparison with total consumption
2010
2011
2012
Electricity generated from biogas
at the WWTPs (kWh/year)*
62,291,683
71,632,867
79,374,238
Electricity generated by the thermal drying
of sludge at Loeches (kWh/year)
13,922,284
56,106,321
57,731,000
Total power generated through water
treatment activities (kWh/year)
76,213,967
127,739,188
137,105,238
15.72%
32.12%
23.50%
Electrical energy generated and used
by (kWh/year)
64,166,924
80,699,700
88,083,762
Electricity delivered to the national grid
(kWh/year)
12,047,043
47,039,488
49,021,476
Percentage of hydro-electric power generated
out of the total energy consumed
* Includes production by the head of water at the Sur WWTP.
The generation of hydro-electric power varies greatly, as it depends on river flows and
the water available in reservoirs each year. Therefore, the low level of inflow into our
reservoirs in 2012 led to a 59.97% fall in production when compared with 2011.
Hydro-electric power generated and its proportion of total energy consumed by Canal
Gestión and its Business Group in Spain
2010
2011
2012
86,538,700
117,248,500
46,929,900
17.85%
29.48%
8.04%
Hydro-electric power generated and used
by the Canal Business Group* (kWh/year)
18,754,895
16,449,564
12,667,506
Hydro-electric power delivered to the national
grid (kWh/year)
66,708,842
100,337,802
34,262,394
Hydro-electric power generated (kWh/year)
Percentage of hydro-electric power generated
out of the total energy consumed
by Canal Gestión
* In-house consumption by Hidráulica Santillana, consumption by Canal Gestión and consumption by Hispanagua.
A number of the WWTPs that we manage also have electricity cogeneration plants that
recover energy from the biogas produced during the sludge digestion process. They
also use heat recovered from combustion gases produced by engines and refrigeration
housings to heat the sludge digestion process and thus avoid the direct consumption of
natural gas for this purpose.
Since 2010, Canal Gestión also has a cogeneration plant at the Loeches Sludge Treatment
Plant. As well as producing the heat needed to dry the sludge from the WWTP, it has also
generated a total of 127.76 million kilowatt/hours since it began operating.
Besides these facilities, Canal Gestión has begun to install microturbines at particular
points on the supply network to enable electricity to be generated. The first of these
microturbines entered service in 2012 with an installed power of 100 kilowatts in the
Majadahonda tank. It has since generated 283.75 megawatts/hour.
Thanks to the energy generated in both processes associated with water supply and
sanitation, Canal Gestión enjoys a high level of self-sufficiency in terms of electricity and
energy.
Total production and level of electricity and energy self-sufficiency by Canal Gestión in Spain
2010
2011
2012
162.75
244.99
184.32
78.76
147.38
83.28
Degree of electricity self-sufficiency at Canal Gestión
33.57%
61.60%
31.59
Percentage of energy self-sufficiency
(electricity + fossil fuels)
30.79%
46.45%
25.67
Total electricity produced by Canal Gestión
and Hidráulica Santillana (million kWh/year)
Electricity produced and supplied to the national grid
(GWh/year)
The decline in self-sufficiency in 2012 has been caused by the fall in hydro-electricity
generation and increased consumption of power from the grid. Both these factors are due
to the low level of inflow into our reservoirs this year.
Electricity generation by Canal Gestión has avoided the emission of 44,421 tonnes of CO2
in 2012, or 38.13% of emissions from electricity consumption by Canal Gestión itself and
22.55% of its total greenhouse gas emissions.
Initiatives aimed at reducing emissions
As well as generating electricity, the Canal de Isabel II Business Group has undertaken
major efforts in recent years to reduce greenhouse gas emissions (GGE). These initiatives
include:
The efforts by the Group to raise awareness on efficiency and the rational use of water
thus have a direct effect on lowering GGE.
Raising awareness to reduce water consumption and promote the rational use of water
Reforestation initiatives
In Spain and due to current climate and hydrological characteristics, most of the reduction
in our emissions is directly related to the reduction achieved through water consumption
savings by our customers and users. If the savings for the last seven years (2006-2012)
are totalled, the emissions avoided thanks to the efforts by the people of Madrid (748.5
million cubic metres) would amount to 104,790 tonnes of CO2 equivalent.
In Latin America, the positive response to campaigns to save water are also achieving a
significant reduction in emissions, as less electricity is needed to supply the population.
In 2012, Canal Gestión planted 683 trees and 2,345 bushes on degraded land. In
Colombia, Triple A has planted 1,719 trees and 1,114 bushes in the last two years in the
woody boundary area of Los Pocitos and the El Pueblo WWTP.
The development of newly planted and sowed vegetation constitutes one way to absorb
carbon, a short-term response to the global warming caused by the accumulation of
carbon dioxide in the atmosphere.
Promoting the use of public transport
Improving energy efficiency
In Spain, Canal de Isabel II Gestión and Hispanagua finance 75% and 50%, respectively,
of the cost of the public transport travel pass in the Autonomous Region of Madrid for all
those employees who ask for it. In 2012, a total of 797 Canal Gestión employees (33.7% of
the workforce) had a public transport travel pass.
Since 2010, Canal Gestión has been developing the «Canal de Isabel II Energy Improvement
Plan». This plan seeks efficiency (from a comprehensive operational, technological,
economic and environmental perspective) in energy management by improving
coordination between the various parts of the company.
The use by Canal Gestión employees of public transport has avoided 6.45 million
kilometres of travel to work in private vehicles in 2012, equivalent to a saving of 871.14
tonnes of CO2 equivalent.
The Energy Improvement Plan is made up of three programmes: the investment needed
to increase the generating capacity of the company (hydro-electric and using biogas);
the renewal of facilities that are less efficient in terms of energy consumption; and the
review of operational processes and energy procurement and sale. The plan will lead to an
investment of 19.4 million euros to 2015.
At Triple A in Colombia, six routes are operated to bring employees to work. These services
carry 200 company employees every day. Amagua in Ecuador also operates two transport
routes for its employees.
Sustainable mobility
One of the most important elements to be valued among the current terms and conditions
for vehicle procurement at Canal Gestión is the vehicle's rate of CO2 emissions. The
lower the rate, the higher the valuation of the vehicle. Other criteria used are lower
consumption, as well as possible use of biofuels.
Furthermore, since 2011, our vehicle fleet has included 15 hybrid vehicles and one electric
vehicle on loan from the manufacturer for trial as a pilot scheme. Canal Gestión’s hybrid
vehicles travelled a total of 176,354 kilometres in 2012, thus avoiding the emission of
17.96 tonnes of CO2 equivalent.
Greenhouse gas emissions avoided by Canal Gestión in Spain (tonnes of CO2 equivalent/year)
2010
2011
2012
Emissions avoided by hydro-electric generation*
14,365.42
26,146.42
11,378.49
Emissions avoided by electricity generation using biogas from treatment plants **
10,340.42
15,974.13
19,129.19
2,311.10
2,511.71
13,913.17
27,016.94
54,632.25
44,420.85
28.86
27.61
27.36
857.46
907.43
871.14
-
6.83
17.96
84.62
136.93
84.62
3,526.40
3,666.25
4,099.81
31,514.28
59,377.31
49,521.74
20.6
39.2
25.1
BY GENERATING CLEAN ENERGY
Emissions avoided by cogeneration at the thermal sludge drying plant at the
Loeches WWTP
Total electricity generation
OTHER REDUCTIONS
Use of recycled paper
Employee public transport travel pass
In turn, Aguas de Alcalá UTE aims to reduce its vehicle fleet by 3%. This target will involve
maintenance of the current fleet and its regular inspection.
In Barranquilla (Colombia), Triple A has undertaken an ambitious project in recent years
to replace the petrol-powered vehicle fleet by vehicles powered by natural gas. In 2012,
natural gas accounted for 11.91% of the fuel supply to the Triple A fleet, compared with a
figure of less than 8% when the programme began in 2004.
Use of hybrid vehicles in the fleet
Planting of trees and bushes (estimate)
Reducing the percentage of sludge to landfill (compared with 2008)
Total emissions avoided
Percentage of emissions avoided compared with total emissions by Canal Gestión
* Includes microturbines on supply networks.
** Includes the head of water at the Sur WWTP.
Innovation and development
In 2012, the first of the microturbines installed on the supply networks of Canal
Gestión began to generate electricity by making use of network pressure. This year,
work began on installing a second and this number will gradually increase over the
years to come.
In addition, the Group has ambitious projects under way in Colombia to take advantage
of the energy available from the biogas generated at the sanitary landfill in Los Pocitos,
located at kilometre thirteen of the highway from Barranquilla to the town of Tubará.
Capture and use of biogas from the sanitary landfill of Los Pocitos (Galapa, Colombia)
Captura y utilización
Captura del
y utilización del
biogás
The sanitary landfill of Los Pocitos,
located in the municipality of Tubará,
receives around 1,400 tonnes per
day of solid urban waste from the
metropolitan area of Barranquilla,
which has a population of close to 1.15
million inhabitants.
Within the framework of the Clean
Development Mechanism (CDM) of the Kyoto
Protocol, the company Triple A, as operator
of the sanitary landfill, has the opportunity
to capture and use the gases produced by the
waste dumped in the landfill. To do so, it has
decided to use the benefits of trading certified
emission reductions (CERs) produced by the
activity.
The whole project is controlled by an automatic
system that monitors the operating variables
and registers all the resulting data required for
a CDM-eligible project.
The implementation of this project will mean a
reduction in greenhouse gases of over 700,000
tonnes of CO2 equivalent for the period 20122019, corresponding to an accreditation period
of seven years. An average annual reduction
of over 70,000 tonnes of CO2 equivalent is
expected.
The facilities included in the project, which
began operating in November 2012, comprise
a system for the active extraction of biogas
from the anaerobic decomposition of the
biodegradable part of the waste. The system of
capture consists of installing extraction wells
(high-density variable diameter polyethylene
tubing) that will enable the gases to flow
from inside the waste mass to conduction
pipes (various diameters of PVC tubing) on the
surface of the sanitary landfill.
This tubing will transport the gases to an
enclosed flare that will burn the biogas flows
effectively in controlled conditions. The flare
has the capacity to burn biogas flows of over
1,500 cubic metres per hour. The gases that
are not sent to the flare will be carried by the
transport piping to a treatment unit that will
clean them until they have the quality of fuel
for feeding the internal combustion engines
that will power the generators to produce
electricity for the national grid.
3.5.5. Managing biodiversity
Presence in protected areas
In Spain, the location of reservoirs managed by the Canal de Isabel II Gestión Business
Group in the middle and upper river basins and in areas that were once rarely visited, has
boosted the local ecosystems associated with water and has attracted the migration of
bird species that have been displaced by gradual pressure on wetlands. This has led to the
creation of special and very interesting ecosystems in our reservoirs and their surrounding
areas, which have coexisted with agricultural and livestock activities in the mountain
regions. These ecosystems perform a very important role in modulating the climate
conditions and the hydrological cycle, as well as providing other values such as landscape
and socio-cultural interest.
The Catalogue of Reservoirs and Wetland Areas in the Autonomous Region of Madrid,
drawn up according to Law 7/1990, includes nine reservoirs belonging to the water
supply system managed by Canal de Isabel II Gestión among the reservoirs selected for
their outstanding value and unique characteristics.
Reservoirs in the supply system of the Autonomous Region of Madrid managed by Canal Gestión included in the «Catalogue of Reservoirs and Wetland Areas in the Autonomous Region of Madrid»*
Reservoir
River
Year of entry
into service
Dam height (m)
Capacity (hm3)
a. Water
surface area
(ha)**
b. Area of
influence
(ha)**
Surface A+B
(ha)**
Comments
Basin: Lozoya
El Villar
Lozoya
1879
50
22.4
136
926
1,062
SCI: basin of the River Lozoya and Sierra Norte
Puentes Viejas
Lozoya
1939
66
53
268
2,021
2,289
Riosequillo
Lozoya
1958
56
50
322
1,140
1,462
Pinilla
Lozoya
1967
33
38
113
776
1,219
El Atazar
Lozoya
1972
134
425.3
1,055
2,716
3,771
Jarama
1960
69
55.7
-
-
-
Guadalix
1968
52
40.9
415
2,095
2,510
Samburiel
1969
47
11
91
260
351
Manzanares
1971
40
91.2
-
-
-
-
Navalcarnero
1969
41
0.7
-
-
-
-
La Jarosa
La Jarosa
1969
54
7.2
58
295
353
Valmayor
Aulencia
1976
60
124.4
775
877
1,652
Los Morales
1988
28
2.3
-
-
-
-
La Aceña
1991
67
23.7
-
-
-
-
Basin: Jarama
El Vado
-
Basin: Guadalix
Pedrezuela
SCI: basin of the River Guadalix
Basin: Manzanares
Navacerrada
Manzanares el Real
Included in the Catalogue of Reservoirs and Wetland Areas in the
Autonomous Region of Madrid
Basin: Guadarrama-AulenciaNavalmedio
Partially included, area of influence in SCI: basin of the River
Guadarrama
Regional park, average course of the River Guadarrama and its
surrounding area
Basin: Alberche
Los Morales
La Aceña
* Source: Canal de Isabel II Gestión and Environment and Regional Planning Department of the Autonomous Region of Madrid.
** According to the Catalogue of Reservoirs or the revised Management Plan.
SCI: Site of Community Importance in accordance with the Habitats Directive 92/43/EEC.
The surface area occupied by the facilities and infrastructures managed by Canal
Gestión on land subject to some legal form of protection amounted to 106.47
hectares in 2007, of which 9% were Special Bird Protection Areas (SBPAs), 52% Sites of
Community Importance (SCI) under the European Union’s Habitat Directive, and 39%
other protected areas.
In order to update the information on the land we occupy in nature reserves, a
document was drafted in 2012 entitled «Geolocation of Facilities belonging to Canal
de Isabel II Gestión located in and subject to Environmentally Protected Areas». By
undertaking this project, we will have the pertinent information in 2013 together with
the corresponding layered cartography. Furthermore, a database will be created and
associated with each protected area and the facilities located therein.
Ahead of this project, Canal Gestión began to keep an inventory in 2012 of our restoration
activity in protected areas. The data corresponding to 2012 are as follows:
Initiatives in natural habitats and protected areas in 2012 (units)
Location
Category of
protected area
El Chaparral WWTP (Guadarrama)
Tajo DWTP (Colmenar de Oreja)
Santillana WWTP (Upper Manzanares)
SCI
Planting of
trees
55
SBPA
92
187
91
410
Quijorna
Protected area
25
Protected area
45
Cañada Real Segoviana (Soto del Real)
Protected area
375
Total trees and bushes
1,188
Protected area
Robledillo de la Jara
Pinilla DWTP
Planting of
bushes
SCI
355
205
683
2,345
In Colombia, Triple A de Barranquilla has facilities in natural protected areas covering an
area of 29.9 hectares.
Protected species present
Some plant species of great value are present in the environment surrounding the
facilities managed by Canal Gestión in Spain. They are included in the Regional Catalogue
of Endangered Wild Flora and Fauna Species, and include: Ilex aquifolium (Holly), Taxus
baccata (European yew), Arbutus unedo (Strawberry tree), Corylus avellana (Common
hazel), Fraxinus excelsior (European ash), Ulmus glabra (Wych elm), Betula alba (Silver
birch), Sorbus aria (Common whitebeam), Sorbus aucuparia (Rowan), Fagus sylvatica
(European beech), Quercus suber (Cork oak) and Viburnum opulus (Water elder).
Within the Regional Catalogue of Singular Flora and Ecosystems of the Autonomous Region
of Madrid, there are three examples of singular trees on land owned by the company.
They are:
Maintaining plant heritage
Canal de Isabel II Gestión in Spain carries out a series of conservation works and projects
and improvements to parks and gardens on an annual basis in order to maximise its
maintenance of the vast plant heritage. These efforts are undertaken in areas that form
part of company facilities and in those areas made available to the public for the use and
enjoyment of anyone who visits them, such as the Tank Three Leisure and Sports Centre,
the Plaza de Castilla Park, the Riosequillo Recreation Area, the Valmayor Sailing Club, the
Cervera de Buitrago Marina and other highly rich and diverse areas in locations of high
ecological value.
The clearing of spontaneous vegetation for the prevention of forest fires was carried out
on a total of 191.75 hectares. Other clearing activity was carried out on a further 10.17
hectares following requests for the preparation of land due to the needs of the services
operating the various water infrastructures.
Restoration activity carried out in natural habitats
2010
Work completed, including the corresponding collectors and outlets (No.)
Trees planted (units)
Bushes planted (units)
2011
2012
7
8
7
720
532
683
1,074
6,088
2,345
2010
2011
2012
363
369
408
46,117
56,752
34.133
Steps taken to maintain plant heritage
Conservation and improvement of areas around Canal de Isabel II Gestión
facilities, area of action (ha)
Reforestation (number of units), including newly planted trees and
gardening work
Clearing and preparation of land (ha)
175
143
186
Phytosanitary treatment of vegetation, area treated (ha)
200
197
223
• Category of notable trees: a Morus alba (white mulberry) in El Vellón.
• Category of outstanding trees: two trees. One Abies numidica (Algerian fir) and one
Cedrus deodara (Deodar cedar) in the gardens of Santa Lucia in Torrelaguna.
In some of the areas where Triple A operates in Colombia the Cotton-top tamarin
(Saguinus Oedipus) may be found. This is one of the primates in greatest danger of
extinction in the world. This primate is found in the western part of the municipality of
Sabanalarga, where Triple A manages the water supply and sewerage services. The waste
water treated in the municipality of Sabanalarga is discharged into the western river basin
of the River Sabanalarga via a stream that crosses the areas where this species of primate
is found.
During the course of the year, the phytosanitary treatments necessary to prevent the
spread of plagues and/or diseases was carried out on a total of 2,226,800 square metres.
Furthermore, 17,831 linear metres of bushes and vegetation control were treated, as well
as 4,072 individual plants of various species that were affected.
In 2012 and after Canal de Isabel II Gestión received a permit from the Droveways
Department of the Regional Government of Madrid for the temporary occupation of
droveways, we carried out work in the Cañada Real Segoviana as it passes through the
municipality of Quijorna, at the so-called Descansadero de las Eras (Robledillo de la Jara).
In addition to applying the chemical products of low environmental impact used during
the prevention and treatment processes to deal with the pests and diseases that affect
plants, efforts are being made to increase the elimination of invertebrates by placing «nest
boxes» for insectivorous birds that feed on them.
In order to meet the agreed commitment to take corrective reforestation action in order
to minimise the impact of the works, our parks and gardens managers undertook the
plantation activity defined in each case by the Droveways Department of the Regional
Government of Madrid.
The placement of a nest box not only serves a phytosanitary purpose but also meets other
environmental targets, such as the study of bird populations that inhabit these areas. They
also help certain species breed and provide support to education and the enjoyment of
nature while raising awareness among the population and providing information on one
part of the bird life present at the various facilities.
In the Cañada Real Segoviana, following execution of the supply works to Miraflores de la
Sierra and Soto del Real, work was completed on phase 1 of the replanting process. This
consisted of planting 375 trees and 355 bushes.
The company has installed a total of 112 nest boxes at its most important facilities in order
to monitor bird populations. Plans are in place to install more nest boxes in the Riosequillo
Recreation Area and in other places of interest due to the presence of birds.
Furthermore, in the Cañada Real Segoviana as it passes through the municipality of
Quijorna, where works were begun on the installation of an underground electricity power
cable for connection to the WWTP, a total of 25 Strawberry trees (Arbutus unedo) of at
least 2 years of age were planted.
At the Descansadero de las Eras and in order to offset the effects of work on installing a
supply conduit, 45 walnut trees (Juglans regia) were planted and equipped with automatic
drip irrigation systems.
Within the framework of its sustainability policy, Triple A planted a total of 1,719 trees and
1,114 bushes to 2011 in the wooded boundary between Los Pocitos and the El Pueblo
WWTP. In addition, the company has undertaken the care and conservation of the Sagrado
Corazón park, the largest in the city (32,000 square metres) and with extensive green
areas for use by the local community.
The activities carried out by the Environmental Management Department of Metroagua
include raising awareness and reforestation, which are carried out in partnership with the
Metroagua Foundation. Work is carried out with different communities, which are offered
the skills needed for the process and told of the importance of carrying out these types of
activities and the benefits they bring for the environment. At the end of the training it is
decided which area needs reforestation and which kinds of plants are needed. Gardening
work at facilities is also carried out by the Metroagua Foundation, which has staff with the
skills needed to care for the gardens at the various company headquarters, and also the
most important parks in Santa Marta (Colombia). It is important to note that the Metroagua
Foundation has, since 2009, been training children and adolescents as «environmental
promotion officers», who can go on to explain the culture of conserving the environment
to the people in their area.
Environmental flows
Compensation flows carried out by Metroagua (hm3/year)
For Canal Gestión in Spain, the Tagus Hydrological Plan was approved by Royal Decree
1604/1998, dated 14 July. It lays down the environmental requirements that must be met
by the regulating reservoirs in the basin.
2011
2012
To the River Piedras
43.38
20.04
To the River Manzanares
43.37
26.47
To the River Gaira
Total compensation flows
Specifically, the following environmental requirements are stipulated:
El Vado: 9.36 hm3/year (equivalent to 297 litres/second).
Operating flows carried out by Metroagua (hm3/year)
El Atazar: 27.84 hm3/year (equivalent to 884 litres/second).
Outflows
58.67
41.80
145.42
88.31
2011
2012
0.43
0.42
For the water supply system of Canal de Isabel II Gestión, the River Basin Plan also lays
down a table with monthly «minimum level» values for the normal operation of the supply
managed by the company. The environmental requirements defined in the plan are not
applicable at below these levels.
For the other river stretches, environmental guidance is given in terms of a monthly
volume equivalent to 50% of the average monthly inflow in the summer months,
measured in the natural inflow figures considered in the plan, but without specific studies
backing these figures up. These studies must be carried out by the Tagus Hydrographic
Confederation.
In 2012, the compensation flows into the River Jarama and River Lozoya rivers amounted
to a total volume of 33.7 million cubic metres. When also taking into account the inflows
from the other river stretches where there are still no specific studies, a total of 43.1
million cubic metres of compensation flows were contributed to the conservation of river
stretches in 2012.
Compensation flows (hm3/year)
Compensation flows into the River Jarama and River Lozoya
2010
2011
2012
35.90
40.00
33.68
2010
2011
2012
11.17
145.07
1.50
Operating flows (hm3/year)
Outflows
Apart from Canal de Isabel II Gestión in Spain, the other company in the Group that
has regulated compensation flows at its collecion points is Metroagua in Santa Marta
(Colombia). The compensation flows carried out by Metroagua are as follows:
3.6. Getting involved in the communities where we operate
The Canal de Isabel II Gestión Business Group is firmly committed to becoming one of the benchmarks for residents in the regions where our companies operate in terms of culture, sport, leisure and the support of social initiatives. To that end, we carry out projects and make our facilities
and technical, human and economic resources available to society.
3.6.1. Supporting culture
The Fundación Canal
In 2000, Canal de Isabel II created a foundation of the same name as a sign of its social
commitment to the Autonomous Region of Madrid. Through this foundation, Canal Gestión
aims to give back some of its profits to the people of Madrid by organising general interest
activities.
The Fundación Canal organises activities through seven «Channels of Activity»: Canal
Actualidad, Canal Arte, Canal Ciencia, Canal Entorno, Canal Imagen, Canal Música and
Canal Solidario. One of the most outstanding exhibitions organised was the exhibition
entitled «Picasso. The Eternal Woman». Further information on its objectives and
activities can be found at: www.fundacioncanal.es.
The Fundación Canal organised nine exhibitions and 135 events of varying nature in the
period 2010-2012. More than 164,000 people have visited the exhibition centre at the
Fundación Canal headquarters over the last three years and more than 238,000 people
have participated in the activities performed by the foundation over that same period.
The following activities achieved particular notoriety: the exhibition entitled «Picasso.
Eterno Femenino»; the 2012 Cuentagotas Children’s Narrative Prize; and the three sessions
of the «A Debate» series that tackled highly topical current affairs issues with leading
figures from public life.
Key figures on the activities carried out by the Fundación Canal
Indicator
2010
2011
2012
3
3
3
47
45
43
Total No. of visitors*
82,500
77,508
78,465
No. of visitors to exhibitions*
57,700
57,429
49,061
No. of visitors to other activities
11,000
10,654
11,753
No. of online visitors to other activities
13,800
9,425
17,651
No. of exhibitions organised
Total No. of other activities carried out
* Data exclusively from the Fundación Canal. Data do not include visitors to the Centro de Exposiciones Arte Canal managed by Canal de Isabel II
Gestión.
Centro de Exposiciones Arte Canal: a cultural benchmark in Madrid
Located in Plaza de Castilla in Madrid, this exhibition centre is located inside Underground
Water Tank Four. The structure dates back to the first half of the 20th Century and covers
an area of 2,000 square metres. Opened in November 2004, it has housed eight large
themed exhibitions and has become an authentic cultural benchmark in the Autonomous
Region of Madrid.
This space, designed to display diverse and plural exhibitions aimed at the general public,
had received 2.5 million visitors by 2012 to the nine exhibitions hosted since 2004. Among
the most popular in terms of visitor numbers were «Guerreros de Xi’an» (2004-2005),
«Faraón» (2005-2006) and «Leonardo da Vinci. El Genio» (2011-2012). Further information
can be found on all the exhibitions organised by Arte Canal at http://www.canalgestion.
es/compromiso-social/arte-canal/index.html.
Pompeii, catastrophe below Vesuvius
Canal de Isabel II Gallery (Raised Water Tank One)
Pompeii, catastrophe
Vesuvius
Pompeii,below
catastrophe
below Vesuvius
The Centro de Exposiciones Arte Canal
hosted two major exhibitions in 2012:
«Leonardo da Vinci: The Genius» (20112012) and «Pompeii, catastrophe below
Vesuvius», which will run from 6 December
2012 to 5 May 2013.
«Pompeii, catastrophe below Vesuvius» is an
exhibition that recreates both a living Pompeii
and the consequences of the catastrophe
through more than 600 original pieces, the
majority of which have never been seen
in Spain before and mainly come from the
Museum of Naples and from excavation sites
in Pompeii, Herculaneum, Boscorreale, Nola
and Stabiae.
action laid the groundwork of archaeology
by excavating, documenting, protecting and
avoiding the removal of items from their original
location.
This exhibition has been organised by the
Autonomous Region of Madrid and Canal de
Isabel II Gestión in collaboration with the State
Museum of Prehistory in Halle, Germany, the
Special Superintendence for Archaeological
Assets of Naples and Pompeii and the Ministry
of Cultural Assets and Activities of Italy.
The Canal de Isabel II Water Tower, finished in 1911, is currently a unique space for exhibitions
run by the Regional Department of Culture of Madrid and located in the former Water Tower
One of Madrid. In 1986, the building was restored and fitted out as an exhibition hall. Further
information on the water tower can be found at http://www.canalgestion.es/galeria_
ficheros/compromiso-social/publicaciones/Cien_anos_historia.pdf.
This space is currently devoted exclusively to contemporary and audiovisual photography
and is becoming an established and emblematic space for the dissemination of the latest
trends in this form of art. The gallery has hosted the most interesting proposals and
artists on the national and international scene, cooperating annually with the ARCO and
PhotoEspaña competitions.
Over the course of 2012, the gallery has hosted three exhibitions: «Contraluz», by Juan
Gatti; «Memorias construidas», by Rosa Muñoz; and «Los años de la Dolce Vita», which
gathered more than 160 images from the most illustrious photograph collections of the
time. Further information on future exhibitions can be found at http://www.madrid.org/
cs/Satellite?c=CM_InfPractica_FA&cid=1142504171770&idConsejeria=1142697631805&idL
istConsj=1109265444710&idOrganismo=1109266228350&language=es&pagename=Comu
nidadMadrid%2FEstructura&pv=1142507259435&sm=1109266100977
The exhibition offers an overview of the
consequences following the eruption of Mount
Vesuvius in 79 AD on the populations of Pompeii,
Herculaneum and Stabiae. To do so, a street from
Pompeii has been recreated to show everyday
objects, paintings and organic remains that have
been preserved through the ages and whose
archaeological quality is unequalled. Six videos
are also screened in the exhibition and help
enhance visitors’ understanding of the various
sections of the exhibition.
Some of the most outstanding objects in the
exhibition include «Portrait of a young woman
(Safo)» a famous fresco known as the «Giaconda
of Pompeii»; «Runner», a bronze statue found in
the «Villa of Papyri» in Herculaneum; a complete
room from the Villa of Stabiae, where a number
of frescos can be seen; and the personal ring of
Carlos III, found in the excavations of Pompeii.
The exhibition also highlights the discoverer of
the excavations in Pompeii, King Carlos III, whose
Teatros del Canal
The Public Entity Canal de Isabel II is the owner of the Teatros del Canal, located in the
heart of Madrid in an area of 8,750 square metres and comprising three buildings with a
built-on surface area of 35,000 square metres.
The Teatros del Canal were created to provide the Autonomous Region of Madrid with
a space to satisfy the most demanding creative and also technical needs of the current
scene and to become a centre of urban reactivation. Teatros del Canal is run by the
Regional Department of Culture of Madrid.
Biannual Conference of Spanish Architecture and Urban Development (BEAU). The panel of
judges highlighted that the Teatros del Canal combine «architectural and urban excellence,
cultural content and spatial poetry».
Over the course of 2012, Teatros del Canal presented nearly 100 shows including classical
and contemporary music, comedies, classical ballet and cabaret. Since it opened, there
have been a total of 493 performances and 194,204 theatre-goers.
The Canal Dance Centre (CDC), which boasts the Víctor Ullate Ballet of the Autonomous
Region of Madrid as its resident company, has hosted 3,000 hours of performances. 30
professional companies developed temporary residence programmes in 2012.
The Teatros del Canal comprise three main units:
• A main theatre, with a capacity for 851 people distributed in stalls, the dress circle and boxes.
• A configurable theatre, which can be adapted to suit the requirements of the artists
wishing to perform on the stage, which has a maximum capacity for 772 people.
• A dance centre, which provides professional dancers with a unique space equipped
with classrooms, rehearsal rooms and video and documentation rooms.
There is also an office which promotes and advertises dance.
The stage machinery of the main theatre and the configurable theatre has been designed
to host top-class productions.
In 2009, Teatros del Canal in Madrid were awarded the Architecture Prize at the 10th
The various spaces in the centre have also been used as a place to meet and train
professional dancers (conferences, advanced courses, auditions for important international
groups, etc.), as well as teaching sessions for 300 students at professional conservatories
in Madrid and sessions devoted to creating new audiences for this artistic discipline (open
days, guided tours and public rehearsals, among others).
Other cultural activities in which companies of the Canal Gestión Group are involved
As regards the companies in Latin America, the Metroagua Foundation promotes a number
of programmes. These include the «Santa Marta Verde» programme through which various
activities have been carried out in order to care for and preserve the environment. It also
offers psychosocial support and legal advice, as well as psychosocial, educational and
recreational activities for young people and children.
In Barranquilla, Triple A participates actively and is a sponsor of the main cultural event in the
city; the Barranquilla Carnival. In 2006, this event was included by UNESCO on the list of Oral
and Intangible Heritage of Humanity.
Amagua carried out activities for children from the Buijo Histórico school in the district
of Samborondón and donated computer equipment to schools in various parts of
Samborondón.
Publications by Canal Gestión and the Fundación Canal
Both Canal de Isabel II Gestión and the Fundación Canal have a publishing department. The
foundation focuses on publishing catalogues for exhibitions and other activities, while Canal
has a more extensive editorial background accumulated over years of history, which ranges
from technical studies to more discursive works that focus on the central theme of water.
A list of the titles published by Canal Gestión in 2012 and previous years can be found at
http://www.canalgestion.es/compromiso-social/publicaciones/index.html. A list of the
publications by the foundation can be found at http://www.fundacioncanal.com/cat/
publicaciones/.
Conservation of business historical heritage
3.6 2. Promoting leisure and sport
In Spain, Canal Gestión has several leisure facilities and sports areas in the Autonomous
Region of Madrid.
Canal de Isabel II Gestión is continuing the restoration and maintenance work it began years
ago on its facilities and documentation archive, particularly those considered historical
heritage, due to what they represent for the company and for the people of Madrid.
Urban recreational areas
The company has been recovering documents since 2008 with the biographical details of
the people who have been Chairman of the Board of Directors and Director of Engineering.
In 2012, complete biographies were written for the royal commissioners and chairmen
of the Board, who played a fundamental role in the construction of Water Tower One:
Ventura García Sancho (Marquis of Aguilar de Campóo); and Andrés Mellado y Fernández,
during whose time the water tower entered service. A limited edition printed version of
the latter biography has been published and a CD is included that contains the text.
Our company manages and provides the people of Madrid with several leisure facilities
and sports areas in the Autonomous Region of Madrid. In the very centre of the city, the
company has 12 hectares of land located on the cover of Water Tank Three on Avenida
de Filipinas. These facilities have received more than 2.5 million visitors since they were
opened in 2007.
Of the 12 hectares of land, one part is dedicated to a variety of facilities (football, paddle
tennis, golf and leisure) while the other, located around the edge, is used for jogging and
walking.
Our historical and industrial archaeology heritage (the Old Canal), in the process of being
declared an Asset of Cultural Heritage, covers a valuable group of works and infrastructures
spread along 77 kilometres of piping and include four dams, 28 aqueducts, four siphons, 35
underground passages, 32 beacons, a divider and three water tanks as the main features of
this legacy.
Also in the centre of Madrid, it is worth highlighting the swimming pools and variety of
sports facilities in the Campo de Guardias Water Tank and Water Tank Four, located near
Plaza de Castilla.
Similarly, projects have been carried out on restoring and promoting storage and water
channelling facilities, including the restoration work on Water Tower One (Calle Santa
Engracia in Madrid), which first entered service in 1912 - one hundred years ago. In 2012, a
detailed historical study was conducted on its construction.
Non-urban leisure areas
Canal de Isabel II Gestión has three non-urban leisure areas that are intended to reconcile
the guarantee of water supply quality with the recreational use of reservoirs. As a result,
this activity promotes water as a generator of economic activity and minimises the
pressure on reservoirs near large cities.
An interesting presentation on our history and its technological and innovative milestones
can be found at http://www.canalgestion.es/gestionamos/innovacion-tecnologia/hitostecnologicos/index.html.
The recreational areas consist of the Valmayor and El Atazar reservoirs, focused on
sailing, rowing and canoeing; and the Riosequillo reservoir, which has one of the largest
swimming pools in the Autonomous Region of Madrid (capacity for two thousand
people). We also have numerous parks and gardens. Further information can be found
at http://www.canalgestion.es/compromiso-social/deporte-ocio/areas-recreativas/
riosequillo.html.
Visitors to non-urban leisure areas of Canal de Isabel II Gestión (visitors/year)
Area
2010
2011
2012
38,953
40,379
49,000
El Atazar
5,548
5,930
3,352
Valmayor
6,485
5,352
3,719
50,986
51,661
56,071
Riosequillo
Total
Club Deportivo Canal
The Club Deportivo Canal was set up in 1978 to promote sport among the employees
of Canal de Isabel II and their families. At present, the club has sections devoted to golf,
athletics, five-a-side football, canoeing, rowing, sailing, rugby, Olympic shooting and
skeet shooting, and is open to every member of society in Madrid. In total, more than
8,000 athletes have benefited either directly or indirectly from the investment made
by Canal Gestión through its Sports Club, thereby fulfilling our commitment as a public
company to the people of Madrid.
Sporting achievements of the Club Deportivo Canal over the course of its history
• 15 Olympic gold medals
• 3 Olympic diplomas of honour
occasions. It is also worth mentioning the Spanish Adapted Sailing Championship, which
was once again organised in partnership with the Fundación Canal.
Other outstanding activities carried out by the club last year include: the 2nd Manolo
Sanchís Football Summer Camp, which also received support from Marca, Adidas and
Coca Cola; the 2nd Canal de Isabel II Triathlon Cup, with five events in various parts
of the Autonomous Region of Madrid; and the Spanish Athletics Championship for
the Elderly, in which we won first place in the women’s category. Finally, it is worth
highlighting the commitment from our Canal de Isabel II-Chema Martínez Children’s
Athletics Academy, coordinated by the Olympic athlete from Madrid and which aims to
support grass roots sport.
Further information on the activities and achievements of our sports club can be found on
the Internet at http://www.clubdeportivocanal.es/.
• 6 Individual World Championships
• 10 Individual World Championship runners-up
• 7 European Championships
• 48 Spanish team Championships
• 23 Spanish team Championship runners-up
• 7 King’s Cups
• 170 Individual Spanish Championships
• 183 Individual Spanish Championship runners-up
• 4 Iberian Championships
• 58 Madrid Regional Team Championships
• 62 Madrid Regional Team Championship runners-up
• 307 Madrid Regional Individual Championships
• 349 Madrid Regional Individual Championship runners-up
• 97 Club athletes that have won caps for the Spanish national team in various sports
The promotion of sport by our companies in Latin America
The Club Deportivo Canal organised the XXXIII edition of Water Fun Run on 18 March 2012.
2 euros of every entry fee was donated to a good cause, in this case to the Manos Unidas
Foundation represented by Anne Igartiburu. The race winner was Youness Aithade with a
time of 32:05.
The canoeing and rowing section has also achieved great success. Saúl Craviotto (who
won a gold medal at the Beijing Olympic Games) won silver in the K1 200m category at
the London Olympic Games in 2012. It is worth highlighting the agreements established
with the Madrid Canoeing Federation and the Madrid Rowing Federation, which will
enable these sports to be promoted in the region.
The sailing section aims to promote this activity further (one that is experiencing a boost
in popularity) and become a benchmark centre for the sport in the Autonomous Region
of Madrid. In 2012, we took part in 14 regattas (regional, national and international) and
won first place on 10 occasions; second place on six occasions; and third place on five
As is the case in Spain, the investee companies of the Canal Gestión Group in Latin America
promote sport in their respective countries.
In Colombia, Triple A has in recent years been linked to a number of sports events that
included the World Junior Tennis Tournament, the Under-20 Football World Cup and the
Barranquilla. Corre 10 km, which benefits some social projects in Barranquilla.
In Santa Marta (Colombia), Metroagua and its foundation participate in and sponsor
activities designed to promote sport, including football leagues, skating, cycling and
swimming.
In Ecuador, the social activities carried out by Amagua include the sponsorship of a 5-K
run for children organised by Fundación Acción Solidaria and the 8th Challenger Guayaquil
organised by Guayaquil Tennis Club.
3.6.3. Water and sanitation development support initiatives
The Millennium Declaration, adopted by the Member States of the United Nations in 2000,
stated that access to drinking water and basic sanitation is one of the indispensable
foundations for a more peaceful, more prosperous and more just world.
Included in these goals, number 7 («to ensure environmental sustainability») includes
two targets, numbers 10 and 11, which are directly related to the supply of water and
sanitation.
• Target 10. Halve, by 2015, the proportion of people without sustainable access to safe
drinking water and basic sanitation.
• Target 11. Have achieved by 2020 a significant improvement in the lives of at least 100
million slum dwellers.
At the Canal de Isabel II Gestión Business Group, we are aware of the importance
of achieving both targets for the health and development of many communities,
which is why a large proportion of our corporate social responsibility actions
target development aid and cooperation projects related to the issue of water and
sanitation.
In the period 2010-2012, the company has channelled a total of 1.28 million euros to
supporting development aid activities, which is an average of 0.76% of the profit after
tax in that period.
In Latin America, our companies carry on their activities in urban environments where
there are pockets of poverty and people at risk of exclusion. That is why our companies
and their foundations (Triple A Foundation and Metroagua Foundation) not only focus
on environmental objectives but also on those that aim to support the social and human
development of local people.
The Triple A Foundation
In Colombia, the Triple A Foundation is a non-profit organisation engaged in the support
of activities and projects that reflect corporate social responsibility through the creation
and management of projects that promote sustainable development and international
cooperation in the area of productive environmental education, with an impact on the
area affected by the business and the Colombian Caribbean.
The Triple A Foundation bases its lines of action on three of the eight Millennium
Development Goals: the eradication of poverty and hunger; the achievement of gender
equality; and environmental sustainability. To do so, the foundation carries on its activities
through two core lines of action:
• Environmental education: It seeks to educate children and young people about
protecting the environment and hone leadership skills.
• Entrepreneurship: The goal is to stimulate families in poor neighbourhoods to rise out
of poverty and improve their living conditions and quality of life by through the use of
natural resources.
Through its agreement with SENA (the National Learning Service), the foundation trains
beneficiaries in a variety of career possibilities: technical, technological, training for work
and for young people in rural areas.
Four years ago, the foundation built the Centro Aulas Ambientales Experimentales
(Experimental Environmental Workshop Centre) with help from a subsidy granted by the
Autonomous Region of Madrid and support from Triple A. The centre provides training for
local people.
Further information on the activities carried out by the foundation can be found on the
Internet at http://www.aaa.com.co:8088/funaaa/.
The Metroagua Foundation
The Metroagua Foundation was set up in 2009 to bolster the human fabric in the city of
Santa Marta and at the same time improve the quality of life of its people by promoting
integrated and sustainable development based on aspects related to public water supply
and sewerage services, basic sanitation, ecology, environmental protection, scientific and
technological research, health research, education, leisure, culture and sports.
The programmes and activities carried out by the foundation include the following:
1. Recruitment and awareness programme:
Project arrecifes: aimed at 130 young people with training in sales and cuisine for two
months for them to work at the arrecifes shopping centre.
2. The «Santa Marta verde» programme: various activities have been carried out through
this programme in order to care for and preserve the environment.
3. Psychosocial, educational and recreational activities.
4. Psychosocial support: the environmental community centre worked with about 500
young people to help them through situations of mistreatment, substance abuse and
other psychosocial care.
5. Legal advice service: in partnership with the Legal Advice Service of the Universidad
del Magdalena, the foundation has launched a legal advice service at the
Environmental Community Centre for people on low incomes.
Further information on the activities carried out by the foundation can be found on the
Internet at http://www.metroagua.com.co/wordpress/?page_id=188
La Paz Environmental Community Centre (Santa Marta, Colombia)
La Paz Environmental
CommunityCoC
La Paz Environmental
Colombia)
Colombia)
La Paz is a flagship of the social work
done by Metroagua in Santa Marta and
an example to be followed by other
municipalities in Colombia.
home to a vulnerable population, mainly those
affected by forced displacement and attempts
at the social reinsertion of groups who were
outside the law.
The Environmental Community Centre is the
result of the sense of social responsibility felt by
Metroagua S.A., E.S.P. to its local environment. It is
subsidised by the Autonomous Region of Madrid.
The community centre is located in an area
which, despite its vulnerability, is close to
the city’s tourist zone. This geographical
location has generated an opportunity for
development and refurbishment given the
design and feasibility of the social project under
analysis. Its final goal is to increase levels of
social integration and improve the capacity of
displaced people to work and be productive
by providing incentives for environmental
awareness.
The three core aspects of the community
centre’s project are reconstructing the social
fabric, preparing a productive plan and raising
environmental awareness.
In 2012, this programme has brought benefits to
approximately 500 young people in the district
of La Paz whom were found to be lacking in
terms of certain values, a situation reflected in
situations of mistreatment, substance abuse,
lack of knowledge regarding sex education and
pollution due to a lack of resources for the
maintenance of the institutional environment.
This community centre is located in a deprived
district of Santa Marta called La Paz, of the
lowest socio-economic stratum, which is
In partnership with the Legal Advice Centre of
the Universidad de Magdalena, the Legal Advice
Centre at the Environmental Community Centre
was opened in 2012. This initiative is targeted
at victims of forced displacement, abuse and
mistreatment with scarce resources, many of
them unemployed. In short, the service is aimed
at the most disadvantaged on low incomes and
with a poor education.
Collaborating on what we do best: Canal Voluntarios
Canal Voluntarios is the response to a concern that emerged within Canal de Isabel II
Gestión in its vocation to foster cooperation and socially responsible actions. Volunteers
offer their experience, time and effort to help in any emergency situation around the
world related to water supply issues and in the development of water supply and
sanitation projects in disadvantaged areas.
Consisting of 98 members, 28 of whom joined this year, they not only undertake their
professional work within the company but are also involved in development aid projects
all over the world, thus spreading their experience to regions where drinking water has
become a privilege rather than a right for the people who live there.
The work done by the volunteers of Canal Gestión has been recognised with a number
of awards over the years. In 2012, it received the 1st «Acoger y Compartir» Prize and the
3rd «Corresponsables» Prize for the most innovative and sustainable initiative in the public
administration service category.
Action in 19 countries: 152,763 beneficiaries
PAKISTAN
Emergency action
Mexico
6,300 beneficiaries
Morocco
1,850 beneficiaries
GUATEMALA
3,497 beneficiaries
CHINA
Emergency action
NICARAGUA
Emergency action
HONDURAS
13,000 beneficiaries
Social initiatives by AAA Dominicana
The biggest contribution made by AAA Dominicana was to the NGO Centro de Innovación
Atabey. Atabey is a non-profit organisation that promotes sustainable local development,
thus preserving the environment.
Atabey belongs to Fundación Frontera, a foundation engaged in the development of
the border zone of Río Limpio between the Dominican Republic and Haiti. It also sends
young people to the country’s capital to attend local universities. AAA Dominicana also
contributes monthly funds to pay scholarships for these students from Río Limpio.
Philippines
3,182 beneficiaries
HAITI
COSTA RICA
1,650 beneficiaries
COLOMBIA
1,500 beneficiaries
ECUADOR
Emergency action
PERU
170 beneficiaries
MALI
30,000
beneficiaries
Cameroon
800 beneficiaries
Ethiopia
360 beneficiaries
Kenya
354 beneficiaries
TANZANIA
ARGENTINA
3,010 beneficiaries
AAA Dominicana also makes other occasional contributions, including one every year for a
bazaar run by the country’s Diplomatic Ladies’ Association, with the profits used to help a
school for poor children.
Canal Voluntarios in 2012: drop by drop
«Urban Water Management Course» for Latin American specialists
Canal Voluntarios
inVoluntarios
2012: drop
by drop
Canal
in 2012:
drop by dropVesubio
In 2012, Canal Voluntarios has continued
striving towards its objective to bring drinking
water and sanitation to parts of the world
where the population suffer the serious
consequences of lacking this resource: such
In 2012, a pilot professional exchange scheme
was launched as part of which a project has
begun to study the problems experienced by the
«ASADA de San Isidro de Aguas Claras», in Upala
de Alajuela (Costa Rica), and to undertake the
necessary works for its correct operation.
diseases as cholera or diarrhoea, malnutrition,
truancy or discrimination against women,
among others.
This year, projects were concluded in such
countries as Honduras, Mali, Cameroon, Haiti
and Argentina. Following the 2nd annual
announcement of aid for development
cooperation in water and sanitation (for which
38 projects presented applications), six new
projects have been launched in:
Six courses were given to the volunteers in
2012 (over 120 learning hours in total), which
covered such aspects as the use of cartography
and GPS, sanitation and international
cooperation and volunteering.
This year, Canal Voluntarios also continued to
collaborate with Madrid Rumbo al Sur (this time
on its route through Cameroon) and with La
Ruta Quetzal (this time in Colombia).
1) Tanzania: the drilling of several wells and the
installation of latrines at a school.
2) Kenya: inflow, channelling, supply and
treatment of water at the Santa Mónica
training academy for girls in Ishiara.
3) Guatemala: improvements in community and
gender-based conditions and those of access
to water for the inhabitants of Chinima.
4) Guatemala: water supply infrastructures in
three communities of San Lucas de Tolimán.
5) Ethiopia: construction of a dam and drilling
of wells to guarantee drinking water supply
and water for agriculture in Igukura.
6) Honduras: installation of individual and
community septic tanks for all families in the
future.
Thanks to the cooperation agreement entered into with the Spanish Institute for Foreign
Trade (ICEX) and the Economic and Technological Development Distance Learning Centre
Foundation (CEDDET), the first edition of the on-line course on the management of urban
water was held in November 2008. The course targets specialists from water utilities and
development aid organisations that operate in South America. The course was conducted
over the internet through the Fundación Telefonica Educared Platform.
The Economic and Technological Development Distance Learning Centre Foundation
(CEDDET Foundation) is a non-profit organisation devoted to development aid, which was
created following a proposal by the Spanish Ministry of Economic Affairs and the Treasury,
and the World Bank. Its mission is to cooperate on improving the management skills of
public administration services by sharing and exchanging knowledge and experiences.
This mission is being tackled through the use of methods and tools made possible by new
information and communication technologies.
Canal de Isabel II Gestión was the partner responsible for academic and teaching
leadership in the years comprising the period 2008-2012. Since July 2012, this task has
now fallen on Canal de Isabel II Gestión. Collaboration is provided by various parts of the
company for planning the content and teaching the various modules. The programme
includes a classroom-based seminar (one week) at a Canal Gestión centre for the students
achieving the best results.
534 applications from 19 Latin American countries were received over the five years it has
been organised, of which 152 students were finally enrolled. Enrolment usually consists of
30 students from approximately 15 different countries each year.
The educational content consists of seven modules: Using the virtual classroom;
Sustainability and development; General concepts regarding supply and distribution;
Treatment and quality of water for human consumption; Water treatment and re-use;
Administration and management of water in urban services; Water company finances, and
Commercial management and quality of service.
The programme is highly popular and highly valued by both students and institutions in
Latin America.
7th Water for Development Forum
The 7th Water for Development Forum took place at the headquarters of the Fundación
Canal on 5 June 2012. Special emphasis was placed on examining the issue of water
resources and climate change, looking at the fact that water is the main channel
through which climate change is affecting ecosystems and, hence, the life and wellbeing of us all, and the fact that adapting to climate change is related to water and
water management in particular.
During the forum, the study on measures to adapt to climate change in the Autonomous
Region of Madrid was presented. This study was financed by the Fundación Canal in
partnership with the Universidad Politécnica de Madrid.
The forum was attended by representatives from the United Nations (the Framework
Convention on Climate Change, International Strategy for Disaster Reduction and
the Human Rights Commission), the Spanish Agency for International Development
Cooperation, the Spanish Climate Change Bureau, the University of Brussels and the
Universidad Politécnica de Madrid.
Canal Gestión collaborates with these organisations by way of sponsorship, technical
cooperation, deliverables, provision of space for organising activities and financial
contributions. In 2012, we collaborated with a large number of organisations on different
types of projects, the following being the most noteworthy:
• Action Against Hunger
• Fundación Madrid Rumbo al Sur
• AEAS
• Down Syndrome Foundation
• Spanish Association Against Cancer
• SERES Foundation
• Spanish Global Compact Association
• Spanish Guardia Civil
• Red Cross (Spain)
• Manos Unidas
• FIDA
• Madrid Regional Orchestra and Choir
• ECOMAR Foundation
• RecuMadrid
• Universidad Politécnica de Madrid General Foundation
• Ruta Quetzal BBVA
• Lealtad Foundation
In Colombia, Triple A Barranquilla has worked with a number of organisations in 20112012, including the following:
• National Association of Public Utilities Companies (ANDESCO)
• La Cueva Foundation
• Colombian Chamber of Construction (Camacol)
• Pies Descalzos Foundation
• Barranquilla Chamber of Commerce
• UN Global Compact
• Carnaval de Barranquilla Foundation
• Probarranquilla
• Colombo-Americana Foundation
• Triple A trade union
3.6.4. Collaborating with other organisations on their social and environmental initiatives
As a result of our commitment to society in Madrid, many organisations (companies,
foundations, NGOs, universities and associations) periodically request collaboration and
support from the companies in the Canal de Isabel II Gestión Group on their technological,
social and environmental projects.
The Canal Gestión Group collaborates with these organisations by way of sponsorship,
technical cooperation, deliverables, provision of space for organising activities
and financial contributions. In 2011, collaboration was given to a large number of
organisations on different types of projects, the following being the most noteworthy
in Spain:
Our collaboration with these organisations is focused on those areas where we feel
comfortable and where we know we can, with reasonable effort, achieve worthwhile results.
Water management (supply and sanitation), environmental management and the use of
some of our initiatives by society in cultural, sporting and leisure pursuits are the core
aspects of our work entitled “Water, society and the environment”. And so the initiatives
where we contribute added value and in which we regularly collaborate with other
organisations are those connected with such issues.
In Santa Marta, Colombia, Metroagua and its foundation worked with a number of
organisations in 2011-2012, including the following:
• Acción Social
• FIDES
• ACODAL
• Fundación Museo Bolivariano de Arte
• ACULCO
• Unima Foundation
• ANDESCO
• Fundemicromag
• Sagrado Corazón Retirement Home
• WFP (World Food Programme)
• ASOCIE
• UNDP (United Nations)
• Rotary Club
• RED UNIDOS (President’s Office of the Republic)
• COTELCO
• SENA (National Apprenticeship Service)
• FENALCO
• Magdalena Business Association
• FENOCO
• Universidad del Magdalena
• Fiestas del Mar Foundation
Finally, Amagua in Ecuador worked with the Guayaquil Tennis Club and with the schools in
Samborondón. AAA Dominicana worked with the Atabey Innovation Centre, the Diplomatic
Ladies’ Association and the Carmelitas Descalzas in the municipality of Guerra.
5th Inter-Company Tournament against Hunger
of aid from Madrid. 100 young people from Madrid took part in the expedition and learned
about the projects being promoted by the region in the country.
Canal de Isabel II Gestión joined another 18
After the 7th edition of Madrid Rumbo al Sur, a total of nearly 700 young people from
Madrid have been able to gain first-hand experience of the cooperation projects being
run by the Regional Government of Madrid in developing countries in Africa. In short, 700
young people demonstrating solidarity: http://2011.madridrs.com/indexar.php.
5th Inter-Company Tournam
5th Inter-CompanHunger
companies in May 20the
5th
Inter-Company
Tournament against Hunger organised by the
NGO Action Against Hunger to combat this
blight through a series of four sports events
held at the Canal de Isabel II Gestión sports
facilities located in Water Tank Three on
Avenida Filipinas (Madrid).
All the funds raised through entry fees for
the tournament (40,000 euros from the 18
companies) went towards projects to combat
malnutrition.
Sportsmanship, solidarity, corporate social
responsibility and the trophies up for grabs
were the main reasons in all four sporting
events that the 38-strong group of workers
from Canal de Isabel II gave up their free time
to achieve success at the 5th Inter-Company
Tournament against Hunger.
In terms of the sport that took place on
competition day, Canal won prizes in all four
events organised for the 5th Inter-Company
Tournament against Hunger. We won gold in
paddle tennis, gold in athletics, silver in sevena-side football and bronze in golf. Further
information at: http://www.accioncontraelhambre.org/
acciones/torneoscontraelhambre/
Ruta Quetzal BBVA
3.6.5. Sponsorships
Apart from the educational programmes developed by Canal Gestión through CanalEduca,
our company also sponsors and actively collaborates in the development of important
initiatives: Madrid Rumbo al Sur and Ruta Quetzal BBVA.
Madrid Rumbo al Sur
Canal de Isabel II Gestión continues to sponsor the seventh edition of the Madrid Rumbo al
Sur project run by the Regional Government of Madrid.
Madrid Rumbo al Sur is an intercultural programme that was created as part of the
General Cooperation Plan of the Regional Government of Madrid. The 2012 expedition
travelled to Cameroon, which forms part of the Group of priority countries for the receipt
For the 11th consecutive year, Canal de Isabel II Gestión took part in the Ruta Quetzal BBVA
(the 27th in 2012), paying special tribute to the researcher and botanist José Celestino
Mutis.
The 224 young people from 51 countries emulated the Royal Botanical Expedition of
the New Kingdom of Granada by travelling for three weeks through some of the most
important parts of Colombia, following in the footsteps of the expedition led by José
Celestino Mutis (1732-1808).
In 2012, Triple A and its foundation, as well as Metroagua, were responsible for receiving
the expedition as it travelled through the cities of Barranquilla and Santa Marta.
More extensive and detailed information on this and previous expeditions can be found at:
http://www.rutaquetzalbbva.com/TLRQ/
3.6.6. Sharing our knowledge
Many national and international delegations, universities and education centres visited
Canal Gestión in 2012 to share knowledge and experiences related to the world of water.
The visits by authorities representing national and international organisations included the
following:
• Representatives from the Water Council of Mongolia.
• Delegation of water management companies from Brazil and members of the World Bank.
• Delegation of members of CONAGUA, with representatives from Mexico, Honduras and
Nicaragua and collaboration from the World Bank.
• Representatives from the Water Resource Commission of Mexico.
• Members from the China South to North Water Diversion Construction Commission.
• Representatives from the Gendarmerie of Chile.
• Delegation from the Seoul City Tap Water Commission.
• Delegation of business leaders from Tunisia and Cogen España.
• Delegation from the company Aguas Bonaerenses (Argentina).
• Members of the company Daewoo (South Korea).
• Political and media representatives from Colombia.
• Meeting with political and academic representatives from Kenya.
Furthermore, we also received more than 100 visits over the course of 2012 during which
more than 2,500 people from universities in the Autonomous Region of Madrid and
students studying Master’s Degrees in Engineering and Water Management visited our
installations.
3.7.1. Purchases
3.7. Collaborating with our suppliers
The volume of goods and services acquired by all the companies in the Group amounted
to more than 431.7 million euros in 2012.
Suppliers and contractors are our real business partners. Without their help and collaboration,
our company could not have achieved many of its successes. Our commitment is to maintain a
relationship of mutual respect and cooperation with all of them that contributes added value to
our processes.
Expenditure on external supplies and services
spain
colombia
dominican republic
ecuador
sum total
2011
2012
2011
2012
2011
2012
2011
2012
2011
2012
Raw materials and consumables (thousand euros)
71,457
82,924
25,217
30,641
178
98
1,862
2,101
98,714
115,764
Other supplies (thousand euros)*
92,422
96,934
33,483
39,138
224
244
3,200
3,990
129,329
140,306
External services (thousand euros)
123,360
139,572
25,028
29,473
3,969
4,988
1,475
1,605
153,832
175,638
Total expenditure on external supplies and services
287,239
319,430
83,728
99,252
4,371
5,330
6,537
7,696
381,875
431,708
Operating costs (thousand euros)
732,452
742,928
144,607
165,858
8,124
8,579
7,556
8,929
892,740
926,294
39.22
43.00
57.90
59.84
63.98
53.80
81.65
86.51
42.78
46.61
Expenditure on external supplies and services as a percentage
of total operating costs (%)
* Works carried out by other companies.
Two companies stand out from the rest of the Group in this regard: the parent company
- Canal de Isabel II Gestión (accounting for 91.91% of all supplies and services acquired in
Spain) and Triple A de Barranquilla (accounting for 70.45% of acquisitions in Colombia).
Group supplies and external services expenses distributed by countries
22.99%
Colombia
1.78%
Ecuador
In 2012, the main suppliers to Canal, and therefore to the Group, were construction
companies and service providers related to the integrated water cycle.
An extremely high percentage of the acquisitions made by Canal de Isabel II Gestión
(estimated at over 95%) were purchased from Spanish companies, many of them based in
the Autonomous Region of Madrid.
Tenders awarded by Canal Gestión in 2012 (Spain)
73.99%
Spain
3.02%
Others
1.23%
Dominican Republic
Canal Gestión has established public tenders in accordance with prevailing legislation
and its own internal contracting rules for all contracts worth 18,000 euros or more. The
standard contracting procedure adopted by the company is the «open procedure», as can
be seen from the graph.
Without taking into account smaller contracts, Canal awarded a total of 364 contracts for a
total value of 278.42 million euros in 2012.
Percentage distribution of procedures used by Canal Gestión tenders in 2012 (% of amounts awarded)
10.55%
Commissioned to
companies in the Group
3.82%
Negotiated procedure
0.47%
Others
85.16%
Open procedure
Percentage distribution by type of contract awarded in the tenders from Canal Gestión in 2012
(percentage of contract values)
3.7.2. Management approach to relations with contractors and suppliers
Canal de Isabel II Gestión is a public company in the water service sector that reports to
the Regional Government of Madrid, for which reason all contracting processes must be
public and transparent.
25.19%
Service
37.73%
Supply
All the contracts managed by Canal de Isabel II Gestión are subject to taxation, parliamentary
control, third-party auditing and exposure to public opinion, among others. Canal Gestión
contracting procedures are basically affected by the following laws and regulations:
• Public Sector Contract Act (new amended text approved on 14 November 2011).
37.02%
Works
• Contracting Procedures Act regarding the water, energy, transport and postal service
sectors.
• Internal contracting guidelines.
• Public Contracting Regulations in the Autonomous Region of Madrid.
All our relations with contractors and suppliers, how they are selected, how their offers
are assessed and how contracts are awarded are based on the following principles:
• Transparency.
• Non-discrimination.
• Free access to tenders.
In order to ensure compliance with Royal Decree 140/2003, which establishes the health
criteria for the quality of water for human consumption, all suppliers of construction
goods in contact with water are required to demonstrate they are registered with the
Spanish Ministry of Health and Consumer Affairs.
In order to foster diversity and the incorporation of disabled people into the labour
market, at least 2% of the employees of those contractors that employ more than
50 workers during the term of the contract must be disabled, in accordance with Act
13/1982, of 7 April, on Social Integration for the Disabled.
• Equal treatment of candidates.
• Public nature.
Generally speaking, Canal de Isabel II Gestión permits subcontracting under the terms
established by prevailing legislation and the terms and conditions of the administrative
clauses of the contract under tender.
• Mutual recognition.
Under these principles, contractors are required to be authorised to enter into a contract
with the public sector, to not be subject to prohibitions and to provide proof that they are
economically and financially sound and meet the professional and technical conditions that
are established in order to be eligible for contracting. Similarly, they are also required to be
up-to-date with their tax and Social Security obligations, and to meet current regulatory
requirements in terms of occupational risk prevention.
As regards the environmental requisites imposed on suppliers, they must comply with all
prevailing environmental legislation and the environmental policy in place at our company.
The Canal Gestión contracting system ensures that subcontractors fulfil both legal
obligations and also the requisite of being able to enter into a public sector contract.
In this respect, a series of requisites are established, of which the following can be
highlighted:
• Limits are established regarding the type and monetary value of partial services that
the successful bidder can subcontract to third parties.
• Subcontractors are required to be up-to-date with their tax and Social Security
obligations and to comply with employment legislation.
• The contractor must pay subcontractors and suppliers the price agreed upon in
equivalent conditions to those that the successful bidder has agreed with Canal de
Isabel II Gestión.
Triple A Barranquilla is a public utility company governed by a special legal framework
in Colombia (defined by Law 142/1994) whose activities and contracts are subject to
private law.
The company ensures transparency in its commercial relations with suppliers and
contractors in the following ways:
• Open and transparent communication: such communication is adopted from the
moment a commercial relationship is established in the contractor and supplier
selection process in our value chain. Compliance with acquisition and contracting
guidelines: this helps ensure the required transparency. Inspection and oversight by
the auditor: the auditor, a key control point at the company, is responsible for direct
communication with our suppliers and contractors. Informal group meetings with
suppliers and contractors, aimed at communicating progress at the company.
At Triple A, we are committed to contracting with companies that share principles in
common with us and that are recognised for their responsible practices or working on
making that the case. Compliance with the following by our suppliers and contractors is
important to us:
In order to ascertain the appropriateness of the service offered to suppliers, a supplier
and contractor satisfaction survey is performed every year. As regards the results
from this survey, it is worth highlighting that Canal is highly rated by its suppliers, as
evidenced by the fact that the general satisfaction index in 2012 stood at 95%.
• Human rights: businesses should support and respect the protection of human rights.
Payment conditions
• Employment standards: we require interested companies to provide a statement
ensuring they guarantee dignified working conditions and non-discrimination.
The payment for goods and services subject to contracts is made following acceptance
of the corresponding goods or service by means of a bank transfer or a cheque within
60 days from the date on which the invoice is received by Canal de Isabel II Gestión,
in accordance with Article 4.1 a) of Act 3/2004, of 29 December, which establishes
measures to combat late payment in commercial transactions, and in accordance
with the content of Report 58/10, of 23 May 2011, of the Administrative Contract
Consultation Board.
• The environment: companies must be committed to conserving natural resources.
Before any works can begin, the contract auditor and the contractor review all permits,
formats and established procedures in terms of occupational health and safety before
approving and implementing the contract works, as well as a permanent system of
oversight through the contract auditor.
3.7.3. Facilitating relations with «our partners»
All the companies in the Canal de Isabel II Gestión Group maintain a relationship of
mutual trust and respect with their suppliers.
Supplier service
Without prejudice to the above, as an additional self-imposed quality requirement in its
internal processes and in order to favour the liquidity of suppliers to Canal de Isabel II
Gestión and contribute to the dynamic nature of the economic cycle, efforts are made to
make payments before the afore-mentioned deadline expires.
The average amount of time elapsed between the moment an invoice is received and
settlement of payment to suppliers (both commercial creditors and asset providers) was
43 days in 2012. This figure rises to 51 days when calculating the average time taken by
all companies forming the Canal Gestión Group.
We make an effort to establish appropriate communication channels with our suppliers
and provide them with personalised attention and advice in regard to any enquiries,
clarifications or claims they make regarding our existing commercial relationship.
For this to happen, the parent company Canal de Isabel II Gestión provides a number of
specific technical means of communication, including a telephone service (91 545 13 13)
and an e-mail address (atproveedores@gestioncanal.es).
None of the other companies in the Group have a single and specific system for
providing a point of contact for suppliers, although their respective quality management
systems do stipulate the mechanisms and procedures for the standardisation of
suppliers and the management of purchases. Triple A de Barranquilla (Colombia) is
working on a Supplier Management project aimed at creating an IT tool enabling the
department responsible for supplies and logistics to control the purchases and contracts
undertaken by the department and to enable all other company departments that deal
with suppliers to evaluate the performance thereof. This tool will enable suppliers to
query financial issues, aspects of the quality management system related to them and
the results of their performance evaluation.
Chapter 4
Sound governance
structure
The Public Entity Canal de Isabel II, founded in 1851, has been the public business entity
belonging to the Autonomous Region of Madrid with responsibility for management of the
integrated water cycle since 1984.
Canal de Isabel II Gestión, S.A. was incorporated pursuant to Article 16.1 of Law 3/2008 on
Fiscal and Administrative Measures in the Autonomous Region of Madrid, which states that
Canal de Isabel II (or the Public Entity) has the power to set up a public limited company
for the purpose of carrying on activities related to the supply of water, sanitation, water
services and water works in accordance with Law 17/1984, of 20 December, regulating
water supply and sanitation in the Autonomous Region of Madrid and other applicable
legislation.
Under an agreement by the Board of Directors of the Public Entity dated 30 November 2012, a
process was launched to incorporate the 111 local authorities that signed the new management
model adoption agreements into the company share capital. The process of incorporating
said local authorities into the shareholding of the company began in December 2012. The
shareholding structure of Canal de Isabel II Gestión is as follows:
shareholding structure of Canal de Isabel II Gestión
On 14 June 2012, the Government Council of the Autonomous Region of Madrid adopted
the agreement authorising Canal de Isabel II to incorporate a mercantile company in the
form of a public limited company, in accordance with the provisions of Law 3/2008, by the
name of Canal de Isabel II Gestión, S.A.
7.60%
Other local authorities
in the Autonomous Region
of Madrid
10.00%
Madrid City
Council
4.1. Our shareholders
Canal de Isabel II Gestión, S.A. was incorporated on 27 June 2012 by means of a deed of
incorporation issued before a notary and recorded in the Companies Register of Madrid.
82.40%
Public Entity
Canal de Isabel II
Canal Gestión was incorporated with a share capital of 1,074,032,000 euros. Said share capital
is divided and represented by 1,074,032,000 nominal shares of 1 euro face value each. The
shares were issued with an issue premium of 1,074,032,000 euros, in other words, an issue
premium per share of 1 euro. The Public Entity Canal de Isabel II subscribed all the shares and
paid up the entire share capital and the issue premium.
4. Sound governance structure • 164
The 111 local authorities in Madrid included in the new management model (in order of
population, from largest to smallest) are as follows:
local authorities in Madrid included in the new management model
1 Madrid
38 Meco
75 Valdilecha
2 Móstoles
39 Velilla de San Antonio
76 Navas del Rey
3 Fuenlabrada
40 Valdemorillo
77 Tielmes
4 Getafe
41 Villalbilla
78 Pelayos de la Presa
5 Alcorcón
42 Griñón
79 Los Santos de la Humosa
6 Torrejón de Ardoz
43 Daganzo de Arriba
80 Chapinería
Pursuant to Law 3/2008 on fiscal and administrative measures in the Autonomous Region of
Madrid, Canal Gestión is the parent company of the investee companies, both Spanish and Latin
American, making up the Canal de Isabel II Gestión Business Group.
In terms of the investee companies in Spain, the shareholding structure thereof and the stake
held by Canal Gestión in the shareholding is as follows:
Shareholding structure of investee companies
Companies in the Canal Gestión Group
Our shareholders
CANAL GESTIÓN
AQUALIA
VALORIZA AGUA
GSS LINE
7 Parla
44 Sevilla la Nueva
81 Villar del Olmo
Canal Extensia
100
-
-
-
8 Alcobendas
45 Soto del Real
82 Cenicientos
Hispanagua
100
-
-
-
9 Las Rozas de Madrid
46 El Álamo
83 Fresno de Torote
37.5
37.5
25.0
-
10 Pozuelo de Alarcón
47 Colmenar de Oreja
84 Carabaña
11 San Sebastián de los Reyes
48 San Martín de Valdeiglesias
85 Fuentidueña de Tajo
100
-
-
-
12 Rivas-Vaciamadrid
49 El Molar
86 Rascafría
Canal de Comunicaciones Unidas (CCU)
100
-
-
-
13 Majadahonda
50 Torres de la Alameda
87 Fresnedillas de la Oliva
25
-
-
75
14 Valdemoro
51 Loeches
88 Belmonte de Tajo
15 Collado Villalba
52 Morata de Tajuña
89 Colmenar del Arroyo
16 Aranjuez
53 Villarejo de Salvanés
90 Zarzalejo
17 Arganda del Rey
54 Collado Mediano
91 Estremera
18 Boadilla del Monte
55 Cobeña
92 Villanueva de Perales
19 Pinto
56 Fuente el Saz de Jarama
93 Titulcia
20 Colmenar Viejo
57 Nuevo Baztán
94 Santa María de la Alameda
21 San Fernando de Henares
58 Guadalix de la Sierra
95 Anchuelo
22 Tres Cantos
59 Campo Real
96 Villamantilla
23 Villaviciosa de Odón
60 Chinchón
97 Valdelaguna
24 Navalcarnero
61 Cubas de la Sagra
98 Valdemaqueda
25 Ciempozuelos
62 Torrelaguna
99 Santorcaz
26 Mejorada del Campo
63 Moraleja de Enmedio
100 Villamanrique de Tajo
27 Torrelodones
64 Torrejón de Velasco
101 Valdaracete
28 Algete
65 Ajalvir
102 Ribatejada
29 Arroyomolinos
66 Valdetorres de Jarama
103 Corpa
30 San Martín de la Vega
67 Robledo de Chavela
104 Ambite
31 Humanes de Madrid
68 Serranillos del Valle
105 Brea de Tajo
32 Paracuellos de Jarama
69 Valdeolmos-Alalpardo
106 Valdepiélagos
33 San Lorenzo de El Escorial
70 Casarrubuelos
107 Rozas de Puerto Real
34 Villanueva de la Cañada
71 Talamanca de Jarama
108 Valverde de Alcalá
35 Villanueva del Pardillo
72 Quijorna
109 Garganta de los Montes
36 El Escorial
73 Cadalso de los Vidrios
110 Gargantilla/Pinilla
37 Alpedrete
74 Perales de Tajuña
111 La Acebeda
GSS Venture
Inassa is the parent company leading the growth of the Canal de Isabel II Gestión Business Group
in Latin America. Its shareholding in 2012 was as follows:
shareholding structure of inassa (colombia, panamá y ecuador)
18.76%
Sociedad Latina
de aguas
81.24%
Canal Gestión
(through Canal Extensia)
The remaining Latin American companies in the Group presented the following shareholding
structure at the close of 2012:
shareholding structure of triple A (barranquilla, colombia)
1.16%
Canal Gestión
shareholding structure of AMAGUA (SAMBORONDÓN/DAULE, ECUADOR)
2.18%
Others
30.00%
Samborondón
Municipal Council
14.50%
Barranquilla
City Council
82.16%
INASSA
shareholding structure of METROAGUA (SANTA MARTA, COLOMBIA)
10.00%
Consortium
shareholding structure recaudos y tributos (colombia)
15.00%
Others
10.00%
Santa Marta
City Council
5.88%
Triple A
Barranquilla
65.00%
INASSA
70.00%
AAA Ecuador
(INASSA) Agacase
94.12%
INASSA
• Three members to represent the Autonomous Region of Madrid, to be proposed by the
head of the Appointments Committee of Canal de Isabel II.
shareholding structure of AAA dominicana (dominican republic)
20.00%
Other private
shareholders
15.00%
Clima Estate
• One member, appointed by proposal from the Federation of Municipalities of Madrid.
• Two representatives appointed, as the case may be, by the State administration
services.
65.00%
INASSA
Furthermore, meetings of the Board of Directors are attended without voting rights by the
Manager of Canal de Isabel II and the Secretary of the Board, both of whom are appointed
by the Board of Directors by a proposal from its Chairman. In addition, the Board of
Directors may elect a Vice -Chairman from among its members by a proposal from the
Chairman.
The members of the Board of Directors are appointed and, as applicable, dismissed, by
resolution of the Government Council of the Autonomous Region of Madrid. The Board
meets as often as required for the governance of the company and the board members
receive no form of remuneration.
The Board of Directors of the Public Entity Canal de Isabel II comprised the following
members at the close of the financial year 2012:
Dividend from Canal de Isabel II Gestión in the financial year 2012
Pursuant to the provisions of the Capital Companies Act, and specifically with the
provisions established in Articles 273 to 277, at the company Board of Directors
meeting held on 30 November 2012, it was agreed to distribute an interim dividend to
shareholders of 0.06472 euros per share, for a total amount of 69,511,351.04 euros.
• Chairman of the Board: Salvador Victoria Bolívar.
• Member for the Autonomous Region of Madrid: Borja Sarasola Jáudenes.
• Member for the Autonomous Region of Madrid: Enrique Ossorio Crespo.
• Member for the Autonomous Region of Madrid: Bartolomé González Jiménez.
4.2. Governing bodies of the companies in the group
• Member for the Federation of Municipalities of Madrid: David Pérez García.
4.2.1. Governing bodies of the Public Entity Canal de Isabel II
• Member for the State: Cristina Cifuentes Cuencas.
The governing bodies of the Public Entity Canal de Isabel II are laid down in the terms of
Decree 68/2012, of 12 July, from the Government Council of the Autonomous Region of
Madrid, which regulates the governing bodies of Canal de Isabel II. Said bodies are: the
Board of Directors, the Chairman and the Managing Director. Pursuant to said decree, the
Board of Directors of Canal de Isabel II is the highest governing body of the entity and
comprises the following:
• Member for the State: Miguel Álvaro Antolín Martínez.
• Managing Director of Canal de Isabel II: Álvaro de Ulloa y Suelves.
• Non-Board Member Secretary: Ángel Varona Grande.
• The Chairman of Canal de Isabel II, who will also act as the Chairman of the Board of
Directors. He will be appointed according to the provisions of current legislation.
4.2.2. Governing bodies of Canal de Isabel II Gestión
Given its nature as a mercantile company and in accordance with current legislation
governing public limited companies, the highest governing body of Canal de Isabel II
Gestión is the General Shareholders' Meeting, at which all company shareholders are
represented. The General Shareholders' Meeting is responsible for appointing members of
the Board of Directors.
In accordance with Article 15 of the company’s articles of association, the Board of
Directors of Canal de Isabel II Gestión, S.A. is formed by a minimum of three members and
a maximum of twelve. At the present time, the Board consists of six members plus a nonboard member secretary. The board members comprise the Chairman, who has certain
functions of an executive nature, the Vice-Chairman and four members. The following is a
list of their names as at 31 December 2012:
• Chairman of the Board: Salvador Victoria Bolívar.
• Vice-Chairman of the Board: José Manuel Serra Peris.
(CCU) and Hispanagua are, in accordance with the terms of public sector procurement
legislation, the «own resources» of their parent company, Canal de Isabel II Gestión. In
the case of the Aguas de Alcalá UTE joint venture, Canal's representatives are likewise
appointed by Canal de Isabel II Gestión.
4.2.4. Governing bodies of investee companies in Latin America
In the case of the six main investee companies in Latin America (Inassa, Triple A,
Metroagua, Recaudos y Tributos, Amagua and AAA Dominicana), as they are mainly
privately owned or public-private partnership enterprises, there is a General Shareholders'
Meeting and Board of Directors (or Management Board) in place to govern the various
companies.
Inassa, the parent company of the Group in Latin America, has a General Shareholders'
Meeting and a Management Board, including independent directors and executive Group
directors. As is the case for all companies in the Canal Gestión Group (except Amagua), the
members of their boards receive no form of remuneration. The duties of the Chairman
include a number of an executive nature.
• Member: Enrique Ossorio Crespo.
• Member: Antonio de Guindos Jurado.
• Member: David Pérez García.
• Member: Agapito Ramos Cuenca.
General
Shareholders’
Meeting
Chairman’s
Office
Steering
Committee
• Non-Board Member Secretary: Fernando de Cevallos Aguarón.
The directors received no form of remuneration in 2012. Nor were they provided with any
life insurance, pension plan, advance or loan, according to the data held at 31 December
2012.
The Board of Directors, which meets as often as necessary to ensure proper corporate
governance, appoints the managing director of the company as well as all the other
executives who comprise the Steering Committee of Canal Gestión.
The professional profile of the highest executives (Chairman and Managing Director)
responsible for the governance and management of our company can be found at
http://www.canalgestion.es/conocenos/organizacion/index.html.
4.2.3. Governing bodies of investee companies in Spain
In the case of the investee companies in Spain, the governing bodies are directly appointed
by the Board of Directors of Canal de Isabel II Gestión. Canal de Comunicaciones Unidas
Internal support bodies
Internal auditing
Executive team
External support bodies
External auditing
Tax auditor
Over the course of 2012, Inassa held five shareholder assemblies and six meetings of the
Management Board.
Triple A is the largest company in terms of turnover in the Canal Gestión Group in Latin
America and the only company with a significant percentage of minor shareholders. The
governance structure at Triple A is similar to that adopted at Inassa (General Shareholders'
Meeting and Management Board). The Management Board includes representatives from
the Barranquilla City Mayor’s Office, representatives from Inassa and private shareholders.
The board members, some of whom are independent, receive no form of remuneration,
in accordance with the terms of the company’s articles of association. The Chairman of
the Board has no executive duties.
In accordance with Colombian law and the articles of association of Triple A, the
company held seven meetings of the Management Board and two General Shareholders'
Meetings, which adopted the decisions necessary for Triple A to pursue and fulfil its
corporate purpose.
In the case of Canal de Isabel II Gestión, the current organisational structure at a departmental
level is set out below.
Technical General
Secretariat
Economics and Finance
Department
Human Resources and
Quality Department
4.3. Organisation of our companies
In order to carry on our activities, we require flexible organisations on a suitable scale to ensure
effective management. To that end and in order to fulfil our mission, commitments and strategic
objectives, the Canal de Isabel II Gestión companies have in place an organisational structure
based both on the operational requirements of the companies and the elements that comprise
the management of the integrated water cycle.
Security
Department
General
Management
Commercial
Department
Water and Supply
Department
Sanitation
Department
Innovation and
Engineering Department
The departmental structure of Canal Gestión is designed to cover the various executive and
management areas of a public business entity (General Management and General Technical
Secretariat), purely operational areas (Water Department, Sanitation Department and Commercial
Department) and those for the necessary support processes for the whole organisation (Finance
Department, Engineering Department, Safety Department and Human Resources and Quality
Department).
The Steering Committee of Canal Gestión was set up on 31 December 2012 and comprises nine
members who generally meet on a weekly basis. This committee is responsible for coordinating
and managing the most important issues related to the management of our company.
In turn and for such specific issues as resource management, the tariff structure, energy
management, the re-use of waste water or municipal relations, specific committees are in place
with powers delegated from the Steering Committee.
There is a specific Corporate Social Responsibility Committee to deal with issues related to
corporate responsibility and sustainability.
Triple A, our largest company in Latin America, was structured as follows at the close of 2012:
Inassa, the leader of the Canal Gestión Group in Latin America, was structured as follows at the
close of 2012:
Commercial Manager
General
Manager
Executive
Chairman’s
Office
Planning Manager
General
Secretary
Amérika
Software
Department
Operations Manager
General
Manager
Laboratory
Manager
Human Resources Manager
Administration
and Finance
Department
Expansion
and New
Business
Department
Stakeholder
Communications
Director
Management Control Manager
Regulation and Urban Cleaning Manager
Administrative Manager
The organisational structure of the remaining companies in the Group can be found via the
following links:
Metroagua: http://www.metroagua.com.co/wordpress/?page_id=16
Amagua: http://www.amagua.com/index.php/conocenos/nuestra-gente-2
R&T: http://www.recaudosytributos.com/wordpress/?page_id=29
4.4. CSR structure at our companies
The Canal de Isabel II Gestión Business Group performs its operations with the aim of
balancing the creation of economic value with care for the social and environmental context.
The commitments assumed in the field of CSR and the desire to constantly create economic,
environmental and social value are handed down directly from the office of our Chairman and
the Senior Management of the Canal Gestión Group, as the company's highest levels of decisionmaking and representation.
In Colombia, Triple A Barranquilla has in place a CSR department belonging to the Administrative
Control Department, which in turn answers to the Governing Body. This department has the
following functions: design, direct, promote and supervise the CSR management focus, and
ensure compliance in the organisation's processes, and with its stakeholder groups, so as to
guarantee the inclusion of sustainability and categorise possible legal, social and environmental
risks in the implementation thereof.
The management bodies of our companies have declared a commitment to include corporate
social responsibility within the strategic objectives and guidelines of the Canal de Isabel II Gestión
Group in Spain and in Latin America, giving it a clear horizontal status and demanding the
involvement of the entire organisation.
Meanwhile, Triple A has had in place a Social Responsibility Committee since 2009 made up
of 11 employees with executive positions at different departments, chaired by the Managing
Director himself. During 2010, the various indicators or actions to be developed in terms of
processes to work towards compliance with national and international positions on CSR were
identified, which are tracked on a monthly, bimonthly or half-yearly basis, depending on the
case in question.
With a view to achieving more coordinated actions in terms of social responsibility, Canal Gestión
has set up a Corporate Social Responsibility Committee with representatives from all company
departments engaged in internal and external activities associated with meeting our CSR
commitments.
At the remaining companies in Latin America, the CSR structure is currently being
developed. In the case of Inassa, it has in place a similar organisational model to Triple A,
with a Social Responsibility Committee comprising members of various departments at the
company.
The mission of the CSR Committee is to serve as a consultative and advisory body in both
technical and opportunity terms, supporting Canal Gestión's Senior Management with regard to
the company's actions in the field of CSR.
At other companies, this role is currently played by different departments: by the
Communication Department at Metroagua; by the Human Resources Department at R&T; and by
the Administration Department at Amagua.
The main specific responsibilities and functions of the Committee are:
• Advise the Chairman’s Office and General Management on all aspects connected with social
responsibility.
• Assess and propose strategic lines, objectives and actions in the field of corporate social
responsibility.
• Assess possibilities, options and the desirability of involving the company in external
voluntary initiatives in the field of CSR, signing up to external codes of conduct or adopting
international standards/guidelines.
• Collaborate, participate and review the documents and information needed to draw up the
annual report of Canal Gestión and the annual report of the Canal Gestión Group.
The agreements and decisions adopted by the CSR Committee of Canal Gestión are submitted for
approval by the Steering Committee, which is the body that adopts all our company's decisions
in the field of CSR.
In addition to the CSR Committee, Canal Gestión has a specific department (the Sub-Department
for Studies, Programmes and Corporate Social Responsibility - a part of the General Management
Department) whose mission is to coordinate actions and help ensure that sustainable
development is one of the guiding principles for the activities of our company.
4.5. Corporate risk management and internal control in Spain
Canal Gestión has a specific Internal Auditing Department responsible for internal control and
corporate risk management at the company. Hierarchically, this department reports to the
General Management and, functionally, to the Secretariat of the Board of Directors.
Internal auditing activity
Canal de Isabel II Gestión maintained its internal auditing efforts in 2012 to offer independent
and objective advice and consultation to add value and improve operations; a flagship initiative
within the public sector.
Once documents and procedures had been drafted and established for the internal auditing
process, the following audit projects were carried out as part of the Strategic Plan:
• Review of access to the information systems.
• Review of economic, budgetary and management control planning.
• Assessment of reclaimed water management procedures.
In addition and following a request from Management, another project was carried out in 2012
to monitor the recommendations to the procurement from minor contracts assessment and
review project, a review that took place in 2011.
In November, we attended the 5th «Risk Management Conference. Smart Risk Management:
adapting to current circumstances» organised by the Association for the Progress of
Management (APD) and Deloitte. Canal Gestión was represented at the conference through
the presentation of a paper entitled «Risk Management at Canal de Isabel II Gestión. Public
perspectives».
In June 2012, the Internal Auditing Department received the international QAR (Quality Assurance
Review) certificate from the Spanish Institute of Internal Auditors to certify that the internal
auditing process at Canal de Isabel II Gestión meets the international standards established for
this professional activity. Presentation of the certificate coincided with the «Internal Auditors
Expert Forum» conference organised by the Spanish Institute of Internal Auditors.
Internally, a training session was organised in 2012 to offer information about the risk
management model in place at the company. This training session was attended by the risk
managers from the various departments in order for them to gain a greater understanding
of the model in place and to familiarise themselves with the most common concepts in risk
management at the company.
• Monitoring and recommendations on the procurement process evaluation and review project
Previously, in February 2012, the Spanish Institute of Internal Auditors presented the conclusions
from its quality assessment to the Secretary of the Board of Directors of the company. The
result contained in the conclusions was one of «OVERALL COMPLIANCE», the highest degree of
certification issued in quality assessments carried out on internal auditing activity.
Finally, in 2012, the Internal Auditing Department oversaw the implementation of an IT
application known as SAP-AUDIT, which will support the management and control of the internal
audits carried out at the company.
These Canal Gestión practices are now also being transferred to the Spanish investee companies.
Hispanagua, for example, has specific procedures in place for internal audits.
Corporate risk management
Canal Gestión began implementing risk management in 2010. The model defined from the outset
was consolidated in 2012, applying the COSO II method.
Two risk map updates were performed over the course of 2012. The first was approved by the
Steering Committee in July while the second focused on the inherent values of the risks.
11 coordination days were organised for risk supervisors to jointly monitor the implementation
of risk management. Meetings were also held with various risk supervisors and managers to
provide them with guidance on risk management and on the use of the computer software
now in place.
The risk supervisors and managers worked on defining and approving the controls and action plans
that enable each of the main risks at the company to be managed. By the end of the year, 85% of the
risks included in the TOP-20 were subject to controls and 44% were subject to action plans.
Progress was made on the implementation of the IT tool known as SAP-GRC in 2012. This tool will
provide support to the management of risks and internal control at the company. It is expected to
become operational in 2013 and should become an international benchmark in this field.
4.6. Good governance practices
Spain: progress on good corporate governance practices
In Colombia, Triple A, in addition to being subject to the legal provisions in force, also has
internal codes and manuals in place that establish and regulate internal policy and best
practices for good corporate governance, such as: a Code of Good Corporate Governance, a
Code of Ethics and a Corporate Purchasing and Procurement Manual.
Being an unlisted company, Canal de Isabel II Gestión is not subject to the reform of the Securities
Market. Nonetheless, in 2012, we voluntarily began a process at Canal Gestión to incorporate the
best practices in terms of corporate governance contained in said reform at our company.
The key aspects of the Code of Good Governance include the various measures introduced to
combat the various forms of corruption, especially the specific mechanisms to prevent, handle
and disclose conflicts of interest.
It should also be noted that the Internal Control department of the company acts as an
independent assessor, overseeing compliance with internal and external provisions, and
identifying and preventing the risk of fraud.
The company also has a Code of Ethics that defines a series of general guidelines on conduct
to be followed by employees in the performance of their duties. This is reflected in optimal
relations with employees, customers, contractors, suppliers and society in general within a
context of responsible citizenship.
Amagua has a Code of Good Corporate Governance in place that focuses on action based on
observing principles and a transparency of approach to defining the conduct for co-workers and
the company in their relations with shareholders, suppliers, customers or any other individual or
entity wishing to undertake or maintain commercial dealings with the company.
The code aims to define the general guidelines that govern the conduct of Aguas de
Samborondón Amagua C.E.M. and all its employees when performing their duties and in their
commercial and professional relations, acting in accordance with the laws of the Republic of
Ecuador and respect for cultural ethical principles.
Meanwhile, AAA Dominicana has a quality system in place to supervise and improve
management processes, allowing for early detection or correction of possible corporate risks.
This is based on eight principles: customer focus; process focus; leadership; staff involvement;
management system focus; continuous improvement; focus based on circumstances for
continuous improvement; and mutually beneficial relations with suppliers. The quality
management system is implemented in accordance with these guidelines.
Inassa has Internal Work Regulations, a Code of Good Governance, a Procurement and
Supplier Management Procedure and a Customer Satisfaction Procedure that contain
guidelines on ethical conduct for the company.
To this end, we followed the example set by the standards commonly accepted at a corporate level
in our country, derived from the Unified Code of Good Governance of Listed Companies and from
the Securities Market Act 24/1988, as reformed by the Sustainable Economy Act, which relates to
the Annual Corporate Governance Report, as well as the report published by the National Securities
Market Commission (Spanish acronym: CNMV) on the remuneration of directors.
Further efforts were made at Canal Gestión in 2012 in terms of the control environment at the
company and particularly on drafting a code of ethics for both employees and suppliers by
following the code already in place in the Internal Auditing Department of our company, as well
as on a channel enabling executive management to be informed of possible irregular conduct
and activity within the organisation.
As part of these best practices, a process was launched to implement the recommendations
from the Internal Control and Risk Management System related to the Process for Issuing
Financial Information, for which a number of training exercises were carried out for both
General Management (which includes the Internal Auditing Department) and managers from the
Economic-Financial Department.
The implementation in 2013 of the SAP GRC application will enable our company to improve its
identification and supervision of aspects related to the internal control of its various component parts.
4.7. External examination of our performance
Due to their nature as mercantile companies, the companies of the Canal de Isabel II Gestión
Business Group are subject to all the corporate reporting and accountability requirements of the
countries in which they operate.
Besides the economic-financial results, the companies of the Canal Gestión Group are audited as
often as necessary to measure performance in terms of the environment, quality, occupational
risk prevention, compliance with rules on the application of European funds, compliance with
data protection and information security legislation, among other issues.
All our operations are also monitored by the water supply and sanitation regulators in each
country and by the municipal entities to which we provide our services.
Furthermore, in the case of Spain, our public company status imposes two additional controls on
the Spanish companies:
• Examination of our accounts and activities by the Chamber of Accounts of the Autonomous
Region of Madrid.
• Obligation to respond to requests for information and examination by the regional parliament
(the Autonomous Region of Madrid Assembly).
In 2012, the Public Entity Canal de Isabel II, Canal de Isabel II Gestión and the Fundación
Canal responded to a total of 240 parliamentary consultations approved by the Council of the
Autonomous Region of Madrid Assembly. The distribution by type of consultation made by the
four parliamentary groups present in the Assembly is as follows:
Distribution by type of consultation made by the Autonomous Region of Madrid Assembly to
Canal de Isabel II, Canal de Isabel II Gestión and the fundación Canal in 2012
1.67%
Requests to appear
at the plenary
session
15.83%
Questions with
written response
1.25%
Requests to appear before
the committee
2.50%
Questions with oral response
at the plenary session
4.58%
Questions with oral
response before the
committee
74.17%
Requests for
information
All these controls and examinations represent a guarantee for our customers, users and other
stakeholders regarding our performance and help guarantee the responsible, solvent and
sustainable nature of the companies in the Canal Gestión Group.
Annexes
Annex 1
INDEPENDENT ACCOUNTS AUDIT REPORT ON Canal de Isabel II GESTIÓN
and subsidiary companies
Annex 2
consolidated annual accounts of Canal de Isabel II Gestión, S.A. and
subsidiary companies
Consolidated Annual Accounts of Canal de Isabel II Gestión, S.A. and subsidiary companies.
Annual Accounts 2012 Canal de Isabel II Gestión, S.A. and Subsidiaries.pdf
Auditors’ Report on the Consolidated Annual Accounts
(Translation from the original in Spanish. In the event of discrepancy, the original Spanish-language
version prevails.)
To the Shareholders of
Canal de Isabel II Gestión, S.A.
We have audited the consolidated annual accounts of Canal de Isabel II Gestión, S.A. (the
“Company”) and subsidiaries (the “Group”), which comprise the consolidated balance sheet at 31
December 2012, the consolidated income statement, the consolidated statement of changes in equity,
the consolidated statement of cash flows and the notes thereto for the period from 27 June 2012
(the date of incorporation of the Company) to 31 December 2012. The Company’s Directors
are responsible for the preparation of the consolidated annual accounts in accordance with the
financial information reporting framework applicable to the Group (specified in note 2 to the
accompanying consolidated annual accounts) and, in particular, with the accounting principles and
criteria set forth therein. Our responsibility is to express an opinion on the consolidated annual
accounts taken as a whole, based on our audit, which was conducted in accordance with prevailing
legislation regulating the audit of accounts in Spain, which requires examining, on a test basis,
evidence supporting the amounts and disclosures in the consolidated annual accounts and evaluating
whether their overall presentation, the accounting principles and criteria used and the accounting
estimates made comply with the applicable legislation governing financial information.
In our opinion, the accompanying consolidated annual accounts for 2012 present fairly, in all
material respects, the consolidated equity and consolidated financial position of Canal de Isabel II
Gestión, S.A. and subsidiaries at 31 December 2012, and the consolidated results of their operations
and consolidated cash flows for the period from 27 June 2012 to 31 December 2012, in accordance
with the applicable financial information reporting framework and, in particular, with the accounting
principles and criteria set forth therein.
The accompanying consolidated directors’ report for 2012 contains such explanations as the
Directors of Canal de Isabel II Gestión, S.A. consider relevant to the situation of the Group, the
evolution of its business and other matters, and is not an integral part of the consolidated annual
accounts. We have verified that the accounting information contained therein is consistent with that
disclosed in the consolidated annual accounts for 2012. Our work as auditors is limited to the
verification of the consolidated directors’ report within the scope described in this paragraph and
does not include a review of information other than that obtained from the accounting records of
Canal de Isabel II and subsidiaries.
KPMG Auditores, S.L.
(Signed on original in Spanish.)
Borja Guinea López
20 March 2013
Annexes • 176
Annex 3
Profile of the 2012 Annual Report on the Business Group; scope and
limitations
Note on the incorporation of Canal de Isabel II Gestión, S.A. and the content of the 2012
Annual Report
The new company, Canal de Isabel II Gestión, S.A., began operating on 1 July 2012 after its
incorporation was authorised by the Board of Directors of Canal de Isabel II and then by the
Government Council of the Autonomous Region of Madrid. The corporate purpose of the new
company is to provide the services of drinking water supply, waste water treatment and re-use
of reclaimed waste water, including customer services and commercial activity.
Bearing in mind that the new company began operating in mid-2012 and in order to convey to
the readers of this report a true image of the reality at our company, this report contains, with
regard to Canal Gestión, the parameters and indicators from the «aggregate activity» of the new
company (Canal Gestión) and its predecessor regarding integrated water cycle management in
the Autonomous Region of Madrid (the Public Entity Canal de Isabel II).
Therefore, all the information of a non-financial nature, as well as the financial information
included in Section 2.5.1. of the «2012 Annual Report on the Canal de Isabel II Gestión Business
Group», corresponds to the sum total of activities by both companies and specifically:
• The activities by the Public Entity Canal de Isabel II from 1 January 2012 to 30 June 2012.
• The activities by Canal de Isabel II Gestión, S.A. from 1 July 2012 to 31 December 2012.
Furthermore, all the historical data corresponding to financial years prior to 2012 correspond to
the activities and activity indicators of the Public Entity Canal de Isabel II.
The legal information of a financial nature (annual accounts, accounts report and management
report, among others) is included separately for each company in Annexes 1 and 2 of this
document.
Coverage of the report and limitations in scope
The purpose of this report is to reflect the activity and commitments of the Canal Gestión Group
over the course of 2012. The 2011 Annual Report on the Canal de Isabel II Business Group
combines the content of the earlier Management and Annual Financial Statement Reports and
the CSR Report, which our company used to produce in the past. This step was taken in line
with current trends in the world of international business regarding the need for the information
provided by companies to their various stakeholders to include both financial and non-financial
aspects, presenting readers with a clear and integrated overview of the current and potential
future performance of organisations.
This report supplements the Canal de Isabel II Gestión Annual Report 2012, a document which
provides greater detail on the performance and activities of the parent company of the Group in
Spain, as well as the individual financial information for said company.
As was the case for the 2007, 2008, 2009 and 2010 CSR Reports from Canal de Isabel II, this
report has been drawn up in accordance with the recommendations of the Global Reporting
Initiative 2006 Sustainability Reporting Guidelines (G-3.1) and includes detailed information on
most of the content recommended therein. It is the intention of the Canal Group to continue
producing annual reports over the coming years based on these standards, incorporating any
new updates that the GRI may propose. The report in general covers all indicators recommended
by Global Reporting, the only exceptions and the reasons for them being indicated in the notes
and comments in Annex 4.
Content and materiality
Definition of the report contents, the materiality thereof and the identification of stakeholders
was carried out by means of a purely internal analysis based on the experience of the
companies in the Canal Group in previous years and on the information requests received
regularly by our companies from third parties. In the future, the Business Group will advance
the development of tools to identify and assess these aspects on the basis of internationally
accepted good practices and methodologies.
The information contained in the report covers those companies in the Group in which Canal de
Isabel II Gestión owns a majority stake and which had staff and were active in 2011. The only
exception is Metroagua given that, despite the fact that the Canal Gestión Group owns a minority
stake in the company, Global Reporting advises the inclusion of said company within the scope
of the information due to the representative technical influence it has.
However, and for informative purposes, Chapter 1 of the report includes two short sections
describing the activities and main management parameters of another three companies that do not
meet the afore-mentioned criteria but that do form part of the Group: GSS, GiS and Canal Extensia.
Annexes • 177
Also included within the scope of the report are the programmes and main activities undertaken
by our foundations in Spain (Canal Foundation) and Colombia (Triple A Foundation and
Metroagua Foundation).
The information corresponding to the recently-launched activities by the company Inassa in
Panama and Ecuador has not been broken down in this edition of the report and is presented in
aggregate form together with the information on the activities by said company in Colombia. A
breakdown of this information for Ecuador and Panama will be provided in subsequent editions
of the report.
Independent verification of non-financial information
The information on GRI indicators and much of the qualitative information on the companies of
the Canal de Isabel II Gestión Business Group has been verified by the current accounts auditor
of Canal de Isabel II for the financial year 2011 (KPMG). The verification report that includes the
corresponding scope and the results obtained is attached. The selection criteria used by the
verifying company was, both this year and in previous years, based on its position as auditor of
the annual accounts of our parent company.
The activity of the branch of Canal de Isabel II in Caceres (Spain) has not been taken into
consideration as the service ceased to be provided in said city in 2011. However, the financial
information included in the annexes to this report contain the main economic parameters of said
branch in a consolidated manner together with Canal de Isabel II and Aguas de Alcalá UTE.
In essence, the report corresponds to the financial year 2012. However, attempts have been
made wherever possible to provide additional information with the data corresponding to
the previous financial year (2011) in accordance with the criterion that seeing the trend from
previous years may be of interest to the reader.
Generally-speaking, all indicators have been calculated by combining data from the companies
regardless of the stake held by the Group in their shareholdings (aggregate data), the only
exception being that of the consolidated economic data (Section 2.5.1.). This has been done
in order to maintain coherence between the data published in the Annual Report and those
published in the consolidated annual accounts for the Group. The values in euros have been
calculated using the exchange rates applied in the income statement of the consolidated annual
accounts of the Group.
The data set out in the report correspond to operations by the companies between 1 January
and 31 December for each of the years reported on. In the specific case of 2012, the data were
gathered from the information systems of the companies in the Canal Group in the month of
January 2013. Slight deviations or insignificant changes may have occurred since that date
(adjustments, invoices paid after the close of the financial year, re-allocations of expenditure, etc.).
In accordance with the recommendations of the verifier, these modifications will be taken into
consideration in subsequent editions of the Annual Report on the Canal de Isabel II Gestión Business
Group so as to provide readers with the definitive figures on the close of the financial year.
All the information contained in the Annual Report has been obtained from the internal
information systems of the companies of the Group. This information may be subject to
modification in the future as a result of subsequent events, changes or improvements in the
systems employed to account for the parameters used to construct the GRI indicators. Wherever
there is a lack of information on certain specific parameters from any of the companies, this is
indicated in a footnote. Attempts will be made in subsequent years to reduce the amount of
such missing information in order to enable information to be provided on said parameters for
100% of the companies in the Group.
Annexes • 178
Annex 4
action to comply with the standards in this regard in the refrigeration and fire-fighting
equipment on its premises.
CONTENTS AND INDICATORS GLOBAL REPORTING INITIATIVE
The Annual Report 2012 for the Canal de Isabel Gestión Business Group has been drawn up
in accordance with the recommendations of the Global Reporting Initiative 2006 Sustainability
Reporting Guidelines (version G3.1). The document includes the majority of the content and
indicators recommended in said guidelines.
Nota 5. Under the terms of the employment regulations of each country and the collective
bargaining agreements that exist at a number of the companies, the senior
management of the companies inform the workers' representatives of all aspects that
could lead to changes to the organisational structure.
For that reason and in accordance with the GRI recommendations, the Canal de Isabel II Gestión
Business Group has presented a table showing the location of basic content in the report and the
various economic, environmental and social indicators within the document. Said table can be
found by following this link:
Global Reporting Iniatiative.pdf
In Spain, under the terms of the 18th Collective Bargaining Agreement, the senior
management of Canal de Isabel II Gestión informs workers' representatives of
all aspects that could lead to changes to the organisational structure. As a result,
annual modifications to the list of jobs are assessed jointly by representatives from
senior management and the workers' representatives. Whenever the organisational
development of the company requires that changes be made, the corresponding
documentation must be presented to the representatives five working days in advance.
Note 6. Issues of occupational health and safety are governed by the legislation of each one of
the countries where the Group operates and by the collective bargaining agreements
currently in force at those companies where such agreements exist.
Notes on the table of GRI contents and indicators
Note 1. The governing bodies of the parent company of the Group, Canal de Isabel II Gestión
Business Group, are those that are established by legislation on public limited
companies and in the articles of association of the company. Canal Gestión is not a
listed company and hence has no independent directors. The chairman and the rest
of the members of the Board of Directors are appointed by the General Shareholders'
Meeting. The duties of the chairman are governed by the articles of association, a
number of which are of an executive nature.
Note 2. No form of specific process has been implemented. At Canal de Isabel II Gestión
and the Spanish investee companies, given their nature as public enterprises, the
members of the highest governing body are subject to the regulations regarding
disqualifications and conflicts of interest provided for in Act 53/1984, of 26 December,
on disqualifications of staff in the service of the public authorities; and Act 30/1992, of
26 November, on the legal system for public authorities and common administrative
procedures, which govern grounds for abstention and challenge.
Note 3. The data gathering and management systems of the Business Group do not
currently provide reliable information about all data on operations required to
estimate the total amount of indirect emissions associated with the value chain of all
the companies in the Group.
In the case of Canal de Isabel II Gestión, Hispanagua and CCU, the Health and Safety
Committee is a consultative body based on equal representation that exists for
regular and periodic consultation regarding the company's actions in the field of
health and safety. It is made up of 14 members, seven of them appointed by the
Works Committee.
Note 7. In the case of Canal de Isabel II Gestión, the skills-based management model was
approved in 2007 and is currently in place. All employees have an annual productivity
incentive and the structure with a target-based incentive, for the assessment of which
the skills-based management model is used. Similar models are applied at the other
Group companies.
Note 8. There is no record of any incidents of discrimination having been reported at any of
the Group companies in 2012.
Note 9. The Canal Gestión Group undertakes its operations in Spain, Colombia, Ecuador,
the Dominican Republic and Panama in accordance with applicable employment
regulations, making it unlikely that any risks would exist in connection with:
• The right to freedom of association.
• Incidents of child exploitation.
Nota 4. Information not available. Indicator not significant. The Canal de Isabel II Gestión
Business Group does not use this type of substance in its processes and has taken
• Occurrences of forced or compulsory labour.
Annexes • 179
Note 10. There are no indigenous communities within the scope of activity of the companies in
the Canal Group.
Note 11. In the period 2011-2011, no payments or donations were made to political parties
or dependent entities. In Spain, the companies of the Canal Group do not participate
in or contribute to the funding of political parties, in accordance with the terms of
Constitutional Law 8/2007, of 4 July, on the funding of political parties (repealing
Constitutional Law 3/1987). Neither have the companies in the Group made any form
of donation or contribution to political parties in 2012 in those countries where such
donations are permitted by law.
Note 12. There is no record of any type of legal action or proceedings being brought against the
companies in the Canal Gestión Group with regard to instances of unfair competition.
Note 13. In the period 2010-2012, none of the companies in the Canal de Isabel II Gestión
Business Group was subject to any legal action or proceedings based on issues related
to a breach of the regulations applicable to water for consumption, advertising and
communication campaigns, or the protection of customer data.
Note 14. No incident of this type was recorded in 2012 at any of the companies in the Group.
Note 15. There are no salary differences between men and women at the companies in the
Group. Salaries are exactly the same at the same hierarchical level and employment
position.
Note 16. In their capacity as public sector companies, the companies in the Group in Spain
contract works, supplies and services that are governed by the regulations for
the public sector and excluded sectors. All contractors are subject to protection
clauses for workers' employment rights, occupational health and safety guarantees,
environmental protection guarantees and protection guarantees regarding the data of
corporate clients in the Canal Group.
Ecuador forms a part of the mission for the companies in the Canal Group, dictating
the final volume of water discharged by said companies. Given this specific aspect,
information is provided on the total volume of water processed at WWTPs (an
indicator of the water ultimately returned to the environment) and the pollutant load
eliminated. All water discharged by the companies in the Canal Gestión Group is
returned to the public water domain (rivers or Caribbean Sea).
Note 19. The companies in the Canal de Isabel II Gestión Business Group do not themselves
transport any hazardous waste. All hazardous waste generated in their operations is
removed by authorised carriers or managers, which assume the waste as their own
once it leaves their premises. Until 2012, hazardous waste was excluded from the
domestic collection activities forming part of the urban cleaning services provided by
Triple A in Barranquilla.
Note 20. Efficient resource management and the reduction of environmental impacts are
undertakings that form part of the mission for the companies in the Canal de Isabel II
Gestión Business Group, and dictate operations by the Group and the sourcing of its
main product - water. The initiatives to mitigate environmental impacts are described
in detail in the section of this report describing our commitments to excellence in
resource management. The members of the corporate structure (executives) and
those employees whose function is to support this structure have, at a number
of the companies, a variable compensation system which in 2012 depended on
the achievement of company targets directly related to efficient resource use and
protection of the environment.
Note 21. There are no records of any type of complaint connected with human rights in 2012.
In Latin America, the procurement procedures of the companies in the Group also
include protection clauses for workers' employment rights, occupational health and
safety guarantees, environmental protection guarantees and protection guarantees
regarding customer data.
Note 17. No such analyses have been performed, nor is there any record of any case of
corruption. The Canal de Isabel II Gestión Business Group has in place instruments to
monitor procurement, commercial tasks and human resource management, which
would serve to detect any such conduct were it to occur and guarantee that no
practices in violation of business ethics are undertaken.
Note 18. The treatment of waste water from the Autonomous Region of Madrid in Spain,
from Barranquilla and Santa Marta in Colombia and from Samborondón and Daule in
Annexes • 180
Annex 5
Independent review report on non-financial information in the report
2
• Analysing the processes of compiling and internal control over quantitative data reflected in
the Report, regarding the reliability of the information, by using analytical procedures and
review testing based on sampling.
Independent Assurance Report to the Management of
Canal de Isabel II Gestión Business Group
• Reading the information presented in the Report to determine whether it is in line with our
(Free translation from the original in Spanish.
In case of discrepancy, the Spanish language version prevails.)
• Verifying that the financial information reflected in the Report was taken from the annual
We performed a limited assurance review on the non-financial information contained in the
Annual Report of Canal de Isabel II Gestión Business Group for the year ended 31 December
2012 (hereinafter “the Report”). The information reviewed corresponds to the economic,
environmental and social indicators referred in the Annex of the Report entitled GRI Contents
and Indicators.
Canal de Isabel II Gestión Business Group management is responsible for the preparation and
presentation of the Report in accordance with the Sustainability Reporting Guidelines version
3.1 (G3.1) of the Global Reporting Initiative as described in the Annex of the Report entitled
Level of GRI G3.1 compliance. This Annex details the self-declared application level, which
has been confirmed by Global Reporting Initiative. Management is also responsible for the
information and assertions contained within the Report; for determining its objectives in respect
of the selection and presentation of sustainable development performance; and for establishing
and maintaining appropriate performance management and internal control systems from which
the reported performance information is derived.
Our responsibility is to carry out a limited assurance engagement and, based on the work
performed, to issue a report. We conducted our engagement in accordance with International
Standard on Assurance Engagements (ISAE) 3000, “Assurance Engagements other than Audits
or Reviews of Historical Financial Information”, issued by the International Auditing and
Assurance Standards Board (IAASB) of the International Federation of Accountants (IFAC) and
with the Performance Guide on the revision of Corporate Responsibility Reports of the Instituto
de Censores Jurados de Cuentas de España (ICJCE). These standards require that we plan and
perform the engagement to obtain limited assurance about whether the Report is free from
material misstatement and that we comply with ethical requirements, including those of
independence that form part of the International Ethics Standards Board for Accountants Code
of Ethics.
overall knowledge of, and experience with, the sustainability performance of Canal de
Isabel II Gestión Business Group.
accounts of Canal de Isabel II Gestión Business Group, which were audited by independent
third parties.
Our multidisciplinary team included specialists in social, environmental and economic business
performance.
Based on the procedures performed, as described above, nothing has come to our attention that
causes us to believe that the data included in the Annual Report of Canal de Isabel II Gestión
Business Group for the year ended 31 December 2012 have not been reliably obtained, that the
information has not been fairly presented, or that significant discrepancies or omissions exist,
nor that the Report is not prepared, in all material respects, in accordance with the Sustainability
Reporting Guidelines (G3.1) of the Global Reporting Initiative as described in the Annex of the
Report entitled Level of GRI G3.1 compliance.
Under separate cover, we will provide Canal de Isabel II Gestión Business Group management
with an internal report outlining our complete findings and areas for improvement.
KPMG Asesores, S.L.
(Signed on original in Spanish)
José Luis Blasco Vázquez
19 April 2013
The extent of evidence gathering procedures performed in a limited assurance engagement is
less than that for a reasonable assurance engagement, and therefore also the level of assurance
provided. This report should by no means be considered as an audit report.
Our limited assurance engagement work has consisted of making inquiries to Management,
primarily to the persons responsible for the preparation of information presented in the Report,
and applying the following analytical and other evidence gathering procedures:
• Interviews with relevant Canal de Isabel II Gestión Business Group staff concerning the
application of sustainability strategy and policies.
• Interviews with relevant Canal de Isabel II Gestión Business Group staff responsible for
providing the information contained in the Report.
• Visit to the Tajo Drinking Water Treatment Plant (Colmenar de Oreja, Spain) selected based
on a risk analysis considering quantitative and qualitative criteria.
Annexes • 181
Annex 6
Degree of alignment with Global Compact principles
Canal de Isabel II Gestión in Spain, since 2006, and Triple A Barranquilla in Colombia, since
2010, have been signatories to the Global Compact, the international initiative established by
the United Nations to achieve voluntary commitment by organisations to social responsibility
through the implementation of 10 principles based on human, employment and environmental
rights and the fight against corruption. Those entities signing up to the initiative undertake to
incorporate these principles within their corporate strategy.
In Spain, Canal de Isabel II Gestión is a founding member of the Spanish Global Compact
Network and has drawn up its progress reports for the years 2006, 2007, 2008, 2009, 2010
and 2011, reporting on the implementation of the 10 principles and on the steps taken to
achieve compliance. The reports may be consulted on the website of the Global Compact
(www.pactomundial.org).
Triple A Barranquilla drew up its first progress report in 2010 and this may be consulted
on the website of the United Nations Global Compact and on the website of the company
(www.aaa.com.co).
Area
Human Rights
Employment
The environment
Anti-corruption
Global Compact Principles
GRI Indicators*
Principle 1: businesses should support and respect the protection
of internationally proclaimed human rights within their sphere of
influence.
EC5, LA4, LA6 to LA9, LA13 to
LA14, HR1 to HR9, SO5, PR1, PR2,
PR8
Principle 2: businesses should ensure they are not complicit in
human rights abuses.
HR1 to HR9, SO5
Principle 3: businesses should uphold the freedom of association
and the effective recognition of the right to collective bargaining.
LA4 to LA5, HR1 to HR3, HR5, SO5
Principle 4: businesses should uphold the elimination of all forms of
forced and compulsory labour.
HR1 to HR3, HR7, SO5
Principle 5: businesses should uphold the effective abolition of child
labour.
HR1 to HR3, HR6, SO5
Principle 6: businesses should uphold the elimination of
discrimination in respect of employment and occupation.
EC7, LA2, LA13 to LA14, HR1 to
HR4, SO5
Principle 7: businesses should support a precautionary approach to
environmental challenges.
EC2, EN18, EN26, EN30, SO5
Principle 8: promote greater environmental responsibility.
EN1 to EN30, SO5, PR3 to PR4
Principle 9: businesses should encourage the development and
diffusion of environmentally-friendly technologies.
EN2, EN5 to EN7, EN10, EN18,
EN26, EN27, EN30, SO5
Principle 10: businesses should work against corruption in all its
forms, including extortion and bribery.
SO2 to SO6
* United Nations Global Compact Office (2007), Making the Connection. The GRI Guidelines and the UNGC Communication on Progress.
Annexes • 182
Annex 7
Level of GRI G3 compliance
The levels of application defined by the Sustainability Reporting Guidelines, version 3.0, of the
Global Reporting Initiative (GRI), approved in 2006, provide the reader with information as to
the extent to which the reference framework established by the GRI has been followed when
drawing up the report.
The 2012 Annual Report on the Canal de Isabel II Gestión Business Group was subject to all
GRI G3.1 principles and guidelines regarding the definition of its content, the quality of the
information presented and its limits.
The report includes information regarding all actions with significant impacts. It establishes
the general context of its performance through a description of its strategy, its profile and its
governance. It provides the conditions required to understand its performance in the various
areas by explaining the management and administrative approach. It includes information and
data on most of the «core» performance indicators, applying the principle of materiality to the
context of operations by the Canal de Isabel II Gestión Group.
The Canal de Isabel II Gestión Business Group believes that its 2012 Annual Report achieves the
level of application A+.
Canal de Isabel II Gestión has also followed the procedure established by the GRI and submitted
its self-assessment to external verification by KPMG, which was confirmed by the auditor as A+.
This level of application has also been ascertained by means of the check performed by the
services of the Global Reporting Initiative.
Annexes • 183
Annex 8
Contact for suggesting improvements
Among its objectives, the Canal de Isabel II Gestión Business Group aims to improve its annual
report and ensure it is of the greatest possible interest to all stakeholders associated with its
activities and the services provided by its companies to society.
We are therefore particularly keen to hear your opinion about the usefulness and value of the
report, and wish to express in advance our thanks for any suggestions or comments you may
wish to pass on to us. Rest assured that your opinion will be taken into consideration when
preparing the next edition. You can send us your suggestions by post or by e-mail to:
In Spain:
Canal de Isabel II Gestión, S.A. Santa Engracia, 125
28003. Madrid (Spain)
Tel.: (+34) 915 451 000
e-mail: atencion_rsc@canalgestion.es
In Colombia:
Sociedad de Acueducto, Alcantarillado y Aseo S.A. E.S.P.
Carrera 58 No. 67-09
Tel.: 57 361 41 73
e-mail: rse@aaa.com.co
In Ecuador:
Aguas de Samborondón, Amagua C.E.M.
Km 10 vía a Samborondón
La Puntilla, Samborondón (Ecuador)
Tel.: 593 4 500 11 60
e-mail: atencion_rsc@amagua-cem.com
Annexes • 184
glossary CO 2
CORPORATE VOLUNTEERING
Carbon dioxide. Dense, colourless, relatively non-reactive
gas generated by the combustion of fossil fuels such as
diesel oil. The most significant greenhouse gas.
Process of making use of, incentivising and channelling the
potential of a company's staff in order to meet the needs of
society and of volunteer associations within the community
where they work.
The terms in this glossary have been drawn from the text produced by the corporate social
responsibility (CSR) working group of the AEAS (Spanish Association of Water Supply and Sanitation)
and published in the CSR Guidelines for the Water Supply and Sanitation Sector in 2008.
COAGULATION
Glossary of certain terms used in the document
Process by means of which dissolved solids present in
water are altered so as to separate out from the water,
forming a gelatinous, insoluble solid phase.
COD (CHEMICAL OXYGEN DEMAND)
ACTIVE SLUDGE
Biological water treatment process based on the culture of a
specific type of microorganism, in a flocculated form within
the body of water, which is capable of eliminating nitrogenous
and/or carbon-based organic matter from the water.
ADDITIONAL GRI INDICATORS
Those which display one or more of the following
characteristics: they represent a notable practice in
economic, environmental and social measurement,
although they are not yet particularly widely used among
reporting organisations; they offer significant information
for those stakeholders which are particularly important
to the reporting entity; they are considered suitable for
research in order to be included in the future within the
core indicator category.
BIODIVERSITY
Variety of living organisms of any type, including terrestrial
and marine ecosystems, and other aquatic ecosystems,
along with the ecological complexes to which they belong;
this covers the diversity within each species, between
species, and that of ecosystems.
origin employed as a raw material in the generation of
renewable energy.
CO-GENERATION
Combined generation of thermal energy (refrigeration or
heating) and electrical energy.
ENVIRONMENT
BOD
COLLECTOR
Biochemical Oxygen Demand (mg/l) at five days. A
standardised test used to evaluate the consumption of
oxygen through biological means by the organic matter
contained in a sample of waste water at 20°C in the dark
over 5 days.
Large-scale pipeline which forms part of the sewerage
system and collects rain and waste water, to be channelled
to a treatment plant.
Context and circumstances within which an organism,
individual or organisation exists and with which it interacts.
This includes air, water, soil, flora, fauna, human, socioeconomic, cultural, political, hereditary and heritage
aspects.
COMPOSTING
ENVIRONMENTAL IMPACT STATEMENT (EIS)
Controlled biological process to transform and re-purpose
the organic components of by-products and waste as a
stabilised, hygienically treated organic product similar to
loam and rich in humus: compost.
Declaration by the body or authority responsible for the
environment as to the viability of a project in accordance
with the environmental impact study, arguments,
objections and communications resulting from the
public participation and institutional consultation process
which, with regard to the foreseeable ecological impacts,
establishes whether or not it is desirable to undertake the
planned activity, and if so, the conditions which must be
established for the proper protection of the environment
and natural resources.
CERTIFICATION
Process by which an authorised institution (public or
private) evaluates and acknowledges that an individual, an
organisation, a product or a service meets the requirements
or criteria predefined in a standard.
CFC (chlorofluorocarbon)
BIO-HAZARDOUS OR BIO-RISK WASTE
CLIMATE CHANGE
Type of waste inherent in healthcare and/or associated
research operations which, because of the biological
pollutants it contains, is legally classified as representing a
risk of infection.
Set of alterations caused as a result of the emission into
the atmosphere of greenhouse gases, produced both by
natural and anthropogenic processes. These gases absorb
and reflect infrared radiation towards the surface of the
Earth. The greenhouse gases covered by the Kyoto Protocol
are as follows: carbon dioxide (CO2), methane (CH4), nitrous
oxide (N2O), perfluorocarbons (PFCs), hydrofluorocarbons
(HFCs) and sodium hexafluoride (SF6).
Water treatment process performed through the
intervention of microorganisms which mainly act on the
organic matter present in the water.
CO
BIOMASS
Combustible organic matter of vegetable or animal
DWTP
Oxygen consumed by organisms for the aerobic
decomposition of the organic matter present in water. BOD
establishes the level of pollution.
Gas derived from the process of anaerobic decomposition of
organic or biodegradable matter, the main component of which
is methane (CH4). This biogas is used at the facilities themselves.
BIOLOGICAL TREATMENT
Long period with precipitation and net water inflows
considerably below the average. It also expresses the effect
of a lack of water on living organisms, above all plants and
the soil.
Drinking water treatment plant. Facility used to treat water
to make it drinkable, in other words suitable for human
consumption.
BOD (BIOLOGICAL OXYGEN DEMAND)
Greenhouse gases included in the 1987 Montreal Protocol
and used for refrigeration, air conditioning, packaging,
insulation, solvents and as propellants of aerosols. As they
are not destroyed in the lower atmosphere, CFCs move into
the upper atmosphere where, under the right conditions,
they decompose ozone.
BIOGAS
Oxygen consumed in the chemical decomposition of
organic and inorganic matter. The COD test establishes the
level of pollution in a flow.
DROUGHT
Carbon monoxide. Toxic gas derived from the incomplete
combustion of fossil fuels.
CORE GRI INDICATORS
Those which are of interest to most reporting organisations
and of interest to most stakeholders.
CORPORATE GOVERNANCE
The systems and processes whereby a company is
managed and controlled. The governance structure
establishes the distribution of rights and obligations among
the various parties (board, executives, shareholders and
other stakeholders) and establishes the rules for corporate
decision-making.
CORPORATE REPUTATION
Public recognition of the ability of a company to create
permanent value for its shareholders, clients, employees
and the community at large.
CORPORATE SOCIAL RESPONSIBILITY
The European Union in its Green Paper defines CSR (Corporate
Social Responsibility) as «the voluntary integration of social
and ecological concerns by enterprises in their commercial
activities and their relations with their stakeholders».
ENVIRONMENTAL POLICY
Public, formally documented declaration by senior
management as to the intentions and principles for
action by an organisation regarding its environmental
performance, in particular its overall objectives,
including compliance with regulatory environmental
requirements.
EQUIVALENT INHABITANT
Defined as the biodegradable organic load with a biochemical
oxygen demand at five days (BOD5) of 60 g of oxygen per
day (Royal Decree-Law 11/1995). The concept has been
established in order to express the pollutant load of
discharges in a uniform manner, taking into consideration
not only population but also industries, livestock, etc.
The number of equivalent inhabitants is therefore always
greater than the actual population.
Annexes • 185
EUTROPHICATION
Process of the accumulation of mineral salts, nutrients
in fresh and salt water leading to the mass development
of organisms, essentially algae, and a reduction in the
concentration of oxygen.
of Human Rights. They are based on the recognition of the
intrinsic dignity and equality of all members of humanity,
thereby serving as the foundation for liberty, justice and
peace in the world.
POLLUTANT
Any form of matter or energy capable of altering, interfering
with or modifying in a negative manner elements of the
environment, potentially representing a risk factor for
mankind and other living beings.
INERTISATION
FLOCCULANT
Agent or substance which induces flocculation. Iron or
aluminium salts may be employed, or more commonly
synthetic products known as poly-electrolytes, which unlike
the former do not affect the pH of the medium. Their
function is to neutralise the negative charges of certain
particles of a colloidal nature, holding them in suspension.
Because of the effect of the flocculant, these particles
join together to form larger floccules which can be easily
eliminated through filtration process.
Physical-chemical conditioning treatment applied to waste,
by mixing it with specific reactants in order to obtain
waste which is suitable for elimination at a controlled
landfill site.
POLYELECTROLYTE (ANIONIC AND CATIONIC)
ISO 14000
PRE-TREATMENT
International standards published by ISO for the
implementation of environmental management systems.
Applicable to any type of company or activity.
The separation of large and sandy matter and bodies which
are carried along in the water.
System of separate collection of fermentable organic
materials and recyclable matter, along with any other
system allowing for the separation of recoverable materials
contained in waste.
PRIMARY TREATMENT
SLUDGE
International standards published by ISO for the
implementation of quality management systems. Applicable
to any type of company or activity.
Reduction of solids in suspension by up to 85%, and of water
pollution to a level of less than 20%. This includes physicalchemical techniques, such as sedimentation, flotation,
coagulation and neutralisation.
Viscous waste with a variable percentage of water derived
from waste water treatment.
NATURAL RESOURCES
QUALITY POLICY
In the broad sense, goods derived from nature and not
transformed by mankind and which can satisfy human needs.
Overall intentions and guidelines of an organisation regarding
quality, as formally expressed by senior management.
Chemical compound resulting from combustion reactions
when sulphur forms part of the fuel (for example in coal and
oil derivatives). Sulphur dioxide is toxic when inhaled in large
quantities.
NON-RENEWABLE RESOURCES
RECYCLING
STAKEHOLDERS
Resources the physical quantity of which does not increase
significantly over time, meaning that their use leads to
their progressive exhaustion. Examples would be: fossilised
organic matter (oil and natural gas) or inorganic natural
resources, such as metal ores.
Transformation of waste as part of a production process to
be used for its initial function or other purposes.
Individuals or groups with expectations regarding the
behaviour of an organisation.
RENEWABLE ENERGY
SUSPENDED SOLIDS (SS)
Energy obtained from non-exhaustible or renewable sources.
Renewable energy employs the power of wind (wind farms),
water (hydro-electric), the sun (solar power), etc.
Solid organic or inorganic particles (disperse, coagulated or
flocculated) which are found in water but are not dissolved.
These particles do not sediment by gravity, meaning that a
flocculant agent must be added in order to separate them out.
ISO 9000
FLOCCULATION
Treatment applied to non-aggregated disperse solids in water
in order to aggregate them into particles, allowing them to
be separated out by sedimentation or filtration.
GLOBAL REPORTING INITIATIVE (GRI)
An organisation founded in 1997 as a joint initiative of the United
States NGO CERES (Coalition for Environmentally Responsible
Economies) and the UNEP (United Nations Environment
Programme), with the essential aim of establishing a globally
applied framework for sustainability reporting. It has in
this regard drawn up a series of voluntary guidelines for all
manner of organisations reporting on the economic, social
and environmental dimension of their activity. GRI is an official
partner of the United Nations Global Compact Programme.
NOX (NITROGEN OXIDES)
GREENHOUSE EFFECT
Natural phenomenon based on the insulating effect of
CO2 and other atmospheric gases, partially reflecting the
infrared radiation emitted by the Earth's surface, thereby
preventing it from cooling down excessively, and allowing
life to exist on Earth.
Chemical compounds generated by the reaction of
nitrogen and oxygen, as a result of high pressures and
temperatures.
Natural or synthetic polymer with ionic components (cationic
or anionic) used to bind together non-dissolved particles in
the form of floccules, or to thicken sludge.
Occupational health and safety.
GREENHOUSE GAS (GHG)
OHSAS 1800
REPURPOSING
A gas which when emitted into the atmosphere causes the
greenhouse effect. The most significant are CO2 (carbon
dioxide), CO (carbon monoxide), CH4 (methane) and
chlorofluorocarbons (CFCs).
International standards published by British Standard for the
implementation of occupational health and safety systems.
Applicable to any type of company or activity.
Procedure which serves to make use of the resources
contained in waste without jeopardising human health and
without employing methods which could cause harm to the
environment.
OHS
ORGANOLEPTIC
Waste which, because of its chemical composition, is
classified as hazardous under individual regulations or
specific legislation governing toxic and hazardous waste.
HUMAN RIGHTS
Universal principles defined in the 1948 Universal Declaration
Those properties of water which can be perceived by the
sensory organs, such as colour, smell, taste or texture.
PHYSICAL-CHEMICAL TREATMENT
Water treatment process which combines physical methods
with the addition of chemical products in order to reduce the
pollutant load present in the water.
SELECTIVE COLLECTION
SO 2 (SULPHUR DIOXIDE)
RENEWABLE RESOURCES
Resources which are available over different time periods.
The use of current sources does not reduce future availability
provided that the rate of consumption does not exceed the
rate of generation.
HAZARDOUS CHEMICAL WASTE
performance levels which eliminate up to 90% of organic
matter. Use is made of bacteria that act within large tanks,
which are stirred and assisted through oxygenation of the
water; they feed on the pollutant organic matter and are
then separated from the water by a further decantation
process. There are various types of secondary treatment
(active sludge, prolonged aeration, bacterial beds, etc.) which
operate in accordance with similar principles.
RE-USE
Process of minimising the generation of waste by recovering
the products employed which would otherwise be discarded
(for example, the re-use of waste water following treatment).
SECONDARY TREATMENT
Includes chemical and, in particular, biological processes, with
SUSTAINABILITY REPORT/CSR REPORT
Public report presented by companies to their internal and
external stakeholders regarding their corporate position
and their activities in the three dimensions of sustainability:
economic, environmental and social. This is an effective
instrument in decision-making and a fundamental tool for
reporting on the three aspects of an organisation's results:
the economic, environmental and social dimensions.
TERTIARY TREATMENT
Additional processes which eliminate more than 95%
of organic matter, and other nitrogen and phosphorus
compounds which are largely not eliminated by simpler
treatments and lead to the growth of algae which exhaust
the oxygen in the water. Nitrogen is eliminated by biological
means, using microorganisms which assimilate the nitrogen
or turn it into gas. Phosphorus can be eliminated likewise or
by chemical means, through the addition of reactants.
Annexes • 186
URBAN WASTE WATER
Complex aqueous solutions containing a wide range of
organic and inorganic components, both dissolved and
in suspension, along with microorganisms. The physical,
chemical or biological characteristics which they present
as a result of their use make them inappropriate for
subsequent discharge into the natural environment
for direct use. They therefore require treatment or
conditioning.
VERIFICATION
Confirmation by examination and annotation of objective
evidence that the specified requirements have been met.
WASTE WATER TREATMENT
Set of operations required in order to eliminate pollutants
(dissolved or in suspension) from waste water, down to
a level allowing the water to be discharged either into
continental waters (surface or groundwater) or into the
sea, or to be used for other purposes.
WWPS
Waste water pumping station. A facility used to pump out
waste water.
WWTP
Waste water treatment plant. Facility intended to reduce
the pollutant load in waste water before discharge into a
receiving medium.
Annexes • 187
Santa Engracia, 125. 28003 Madrid. Spain
www.canalgestion.es

Annual Report Canal de Isabel II Gestión Business Group

Transcription

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