Metropolitan Waterworks Authority (MWA) | Asia Responsible Enterprise Awards
 

Doing Good with Good Governance Heart

Metropolitan Waterworks Authority (MWA)

INTRODUCTION

“Doing Good with Good Governance Heart” is the new project that MWA has established and launched by enhancing MWA employees and contract workers to have excellent service and propel MWA operations in providing services to the public with good corporate governance principles, transparency and corruption-free and integrity. The features MWA has considered to operate this project are linked to respond 4 matters which consists of (1) MWA vision, mission and values (2) MWA strategic management planning in terms of the development of stakeholder relationships with good corporate governance (3) Integrity and Transparency Assessment (ITA), coordinating with the Office of the National Anti-Corruption Commission (NACC) (4) MWA Branch Offices receiving a certificate from Government Easy Contact Center (GECC).

The Project of “Doing Good with Good Governance Heart” has operated since the fiscal year 2018 (October 2017). This is a project that MWA customers and all stakeholder groups praises and complements MWA’s employees and contract workers who have excellent service or service mind, supporting MWA’s employees and contract workers to focus on their operations with integrity and good governance in order to encourage employees and contract workers develop their performance to be higher in quality of service and create organisational culture as doing good deeds within the organisation.

FRAMEWORK AND STRATEGY

“Doing Good with Good Governance Heart” has operated in accordance with the Thailand’s National Strategy (2017- 2036) which focuses on the public sector creating an organisational culture in terms of achievement and public interest, responding to customers’ needs with speedy and transparent service and building customers’ satisfaction toward public service. Besides, Thailand’s National Anti- Corruption Strategy Phase 3 (2017-2021) aims to create quality citizens, raise awareness of public consciousness, voluntary spirit and sacrifice for the greater good, this has driven MWA’s vision as to be a high-performance water supply organisation with excellent corporate governance in administration, while simultaneously and fairly respond to every stakeholder group’s expectations.The process and criterion of participation in this project have been determined clearly and announced within the organisation for MWA employees and contract workers to be informed.

ACHIEVEMENT AND IMPACT

The results and impact of the Doing Good with Good Governance Heart project is able to build satisfaction and be accepted from customers which can be shown as follows: In 2018-2019, there were 93 MWA employees and contract workers whose services were admired by the public and they were given certificates as rewards. From the survey on satisfaction of MWA’s employees, they thought this project, “Doing Good with Good Governance Heart” is significant that should be continued.

In 2019, MWA annually surveys MWA’s customer satisfaction in order to use its results to improve and develop the branch offices’ services, the employees, and the water supply products with the intention to create the best benefits for customers and maximise customer satisfaction. It has been obviously found that the satisfaction scores have been continuously increasing every year. According to the survey in the fiscal year 2019, MWA scored 4.559 points out of 5 points which this satisfaction rating of consumers was at the most satisfactory level (In the year of 2018, it scored 4.524 points).

In 2019, from MWA’s operations with good governance principles and create fairness in providing services to public and ensure all stakeholders receive fair treatment, this resulted in the increasing score of Integrity and Transparency Assessment (ITA) which it was 93.24 percent increasing from the year of 2018 which it was 92.40 percent. This score result achieved the MWA’s goal that increased more than 90 percent of the total score, a very high level. Moreover, the MWA’s score was first ranked among the state enterprises under the Ministry of Interior Thailand.
 
Metropolitan Waterworks Authority (MWA), Thailand is a state enterprise under the Ministry of Interior. It started its operation on 16 August 1967 under the Metropolitan Waterworks Act B.E. 2510 (AD 1967) with an obligation to provide raw water sources for waterworks activities, including producing, distributing and selling treated water in Bangkok - Nonthaburi - Samuthprakan, and running other businesses related or beneficial to the waterworks.
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