Sofiyska Voda 2011 –

KEY FIGURES

2011 IN NUMBERS AND FACTS:

569,905 serviced customers

1,291,591 serviced population within the Municipality of Sofia

45.8 million BGN investments in the improvement of WSS system of Sofia

1,100 employees

Sofiyska Voda is a socially responsible,

customer-oriented and environmentally friendly

company

Operational activities

In 2011, Sofiyska Voda introduced a tertiary stage for removal of nitrogen and

phosphorus from wastewater. The project was implemented under the ISPA

programme. Its implementation ensures full compliance with the EU directives and at

the same time it ensures environmental safety and treatment of wastewater before

discharging it into the Iskar River;

2 new potable water treatment plants have been commissioned in Passarel and

Mala Tsarkva. The facilities were funded under the ISPA programme and already

ensure 100% treatment of the water from Iskar Dam, Beli Iskar Dam and Rila river

catchments;

In 2011, a total of 13 633 MWh energy has been generated from biogas. The

utilization of biogas generated upon sludge processing in Kubratovo Wastewater

Treatment Plant is among the most significant green solutions applied by Sofiyska Voda

and Veolia Water;

In 2011, we brought to a final stage the project for introduction of web-accessible GIS;

A new pumping station in the northern parts of Sofia – Novi Iskar, which will

enable conveying the wastewater from the region and treating them in Kubratovo

treatment plant – the largest one on the Balkan Peninsula;

2011 saw the start of a series of campaigns for disconnecting illegally connected

customers from the WSS network of Sofia, as well as campaigns against debtors of

the company. The actions against illegally connected customers and debtors are aimed

at reduction of commercial losses of water and better protecting the interests of the

loyal customers of Sofiyska Voda.

Sofia’s WSS network

4,141.59 km water supply network

1,572 km sewerage network

16 pumping stations

63 reservoirs

2011 results of the activities aimed at reduction of water losses:

7 591 457 m3 less unaccounted-for water in 2011

73 846 m3 more billed potable water as compared to 2010

395 880 m3 less water used for technological needs as compared to 2010

221.5 million m3 abstracted

raw water for potable and

domestic water supply from all

water sources.

89.66 million m3

billed water

55.55% water losses in the water supply network

Customer service

Percentage of satisfied customers

More than 80% of surveyed Sofia residents are satisfied with the information provided by the

company regarding its activity. The preferred sources of information are as follows: customer

service centers, the media and the website of Sofiyska Voda;

Cancellation of paper invoices

In November 2011, Sofiyska Voda introduced the service of subscription to electronic water

invoices. The service is aimed at reducing the volume of used paper. Every month, about 3

tons of paper is used for this activity alone. Now customers can not only be well-informed but

they can also support Sofiyska Voda’s green solutions aimed at environmental protection. The

result: more than 30,000 customers have cancelled their paper invoices and supported the

initiative. From the launch of the campaign to the end of 2011, 23,566 customers have

cancelled their paper invoices;

Customer service centers

The customer service centers already have longer working time and there our customers can

request and pay for all services offered by the company;

Call center:

24 hours a day, 7 days a week, our customers can receive detailed information about the

operational activities of the company, check their debts, request some of the services offered

by the company or provide information about water supply interruptions.

At the end of 2011, the number

of Sofiyska Voda’s customers

totaled 569 905, and the users

of the WSS services were about

1.4 million residents within the

Municipality of Sofia.

Loyal Customer Awards

In 2011, Sofiyska Voda organized its traditional summer and New Year’s raffle for its loyal

customers. In July, 5 awards were given: a one-week all-inclusive holiday for two; and at the

start of 2012, we awarded 7 loyal customers 3 portable computers, 3 all-inclusive SPA

weekends for two and one 40-inch TV set with a home theater system.

Domestic customers 522,805

Budget customers 1,493

Commercial customers 45,607

Communications and public relations

2011 is a significant year for the positioning of Veolia Water, a world leader in the

provision of WSS services. Through its active communication, Sofiyska Voda

acquainted the residents of Sofia with the activity of Veolia Water worldwide, with the

priorities of the group which is recognized worldwide and the new image of Sofiyska

Voda already as part of the big group – always customer-oriented and environmentally

friendly;

The communications of Sofiyska Voda, part of the group of Veolia Water, are based on

transparency and provision of reliable and timely information to the customers of the

company about all activities performed by it;

According to a customer survey held in 2011, customers have increasing trust in the

information provided at the back of water invoices and the brochures regularly issued by

Sofiyska Voda;

Sofiyska Voda and Veolia Water protect the interests of their customers and provide

timely information about all planned water supply interruptions through the media and

by e-mail to everyone who has subscribed to this service. In 2011, information was

provided to our customers about a total of 401 planned water supply interruptions.

We constantly seek direct contact with our customers:

o We sent letters to their homes in order to inform them of the projects

implemented in their areas;

o We inform them 24 a day and in real time through the company’s website

(www.sofiyskavoda.bg) about the places and reasons for water supply

interruptions and the time when the water supply is expected to be restored;

o Customers can contact us through our call center, customer service centers, by

mail and the internet.

In 2011, we held three significant information campaigns about potable water quality,

water resource saving and measures taken by Sofiyska Voda against customers

illegally connected to the WSS network and customers using the company’s services

without paying for them;

We answer all questions posed by local and foreign media in a precise and direct

manner;

Sofiyska Voda maintains good partnership with the Municipality of Sofia and all State

institutions and non-governmental organizations concerned with the topics of the future

of Sofia and its image of an EU capital city.

Human resources and trainings

2011 was a significant year for Sofiyska Voda in terms of the company’s structure. The

company’s joining the group of Veolia Water at the end of 2010 marked the start of the

reorganization of all activities. The process of optimization of the structure will continue in

2012;

In 2011, Sofiyska Voda marked the 10th year since the introduction of its internship

program, in which more than 200 students and young specialists have taken part. Many

young people are interested in the company’s activity. In 2011, about 700 young people

expressed their wish to participate in the program. Part of them have remained at the

company and have successfully continued their career development;

Investments in the human capital of Sofiyska Voda

In 2011, Sofiyska Voda JSC had its first auditor of control self-assessment (CCSA) certified

at the Institute of Internal Auditors (IIA), based in the USA. This is the largest and only

global professional organization of internal auditors, represented in Bulgaria by the local

Institute of Internal Auditors Bulgaria (IIAB);

902 employees acquired additional professional qualification at training organizations from

outside the company;

850 employees were trained inside the company in Excel, Environmental Protection, etc.

by trainers from inside the company.

The IDEO program in Sofiyska Voda

In 2011, Veolia Water’s DEO program was launched in Sofiyska Voda. The program aims

at promoting innovative thinking of all employees. At the end of the year, the IDEO

committee approved the first idea which is to be implemented in 2012. The program for

sharing experience and innovative solutions enables implementing in practice the best

proposed solutions not only within Sofiyska Voda but in any other company from the group

of Veolia.

The team of Sofiyska Voda JSC consists of more than 1,100 employees. 60 % of them are engineers and their professions are related to operation and maintenance of the WSS system. In terms of age, 45% of them are up to 35 years old.

Sofiyska Voda – socially responsible

company

In 2011 Sofiyska Voda was awarded for its participation in the Bridge to Business Project

for providing access for Roma minority to the labour market. The project was jointly

implemented by the Open Society Institute – Sofia and the America for Bulgaria

Foundation;

More than 60 volunteers from the team of Sofiyska Voda cleaned together the South Park

in April 2011 within the campaign “Let’s clean Bulgaria in a Day!” In addition to the

participation of our employees in the cleaning, Sofiyska Voda also helped with equipment

for the transportation of the collected waste and supported all thirsty hard-working Sofia

citizens, who came on this day to the park, with a glass of tap Sofia water;

In the year of biodiversity Sofiyska Voda held a competition Around the World 2011 for the

children of the employees. The children had to find the biodiversity in the city in this

educational competition. The favourite in the competition was the project which through a

picture and text presented the life and role of the ladybird and rhinoceros beetle in the city

biodiversity;

We care about our city On the international Water Day in March Sofiyska Voda began the pilot project for the

maintenance of near 1200 gullies on the territory of the Municipality of Sofia – Oborishte

region. The company assessed their condition and entered the data into a digital cadastre.

After an analysis of the implementation a project is to be proposed to the Sofia Municipal

Council for reorganization of the overall maintenance of the gullies in the city;

Sofiyska Voda and the Municipality of Sofia started a pilot project for renovation of

the public fountains. In November 2011 a joint pilot project between the Municipality of

Sofia and Sofiyska Voda was officially started for the repair and renovation of the public

fountains in Sofia. The first of the four distinctive for the city fountains was prepared for the

winter through a street art packing with the idea that in spring the “packing” will be removed

and the fountain will be again in operation during the summer months.

Water park

On the Day of Sofia city, September 17th, 2011, Sofiyska Voda organized a Water Park in

the Borisova Garden Park near the Ariana Lake. A team of volunteers demonstrated all

aspects of the responsible work of the company and the way of water to people’s homes.

The event was held in three main sectors devoted to the activity of Sofiyska Voda, water

games for the children and water education center;

Healthy nutrition

In June 2011 Sofiyska Voda supported the first National Olympiad for Healthy Nutrition.

The initiative was implemented in the cooperation with the Ministry of Education and the

Municipality of Sofia. More than 7,000 children and their parents from 15 settlements in the

country took part in it.

Customer Service Centers

Zona B-5 residential area, Bl. 6, entr. 2

Krasno Selo residential area, 93-95, Tsar Boris III St. (the corner with Haydushka

Gora St.)

Lyulin 5 residential area, Bl. 549, entr. 6

Mladost 4 residential area, Business Park Sofia, Building 2А

Nadezhda 1 residential area, Kiril Drangov Blvd., Bl.172, entr.3

30, Han Krum St.

5, Serdika St., Architecture and Urban Spatial Development Service, Municipality of

Sofia

Suhata Reka residential area, Bl. 225 А

Sofiyska Voda JSC

Call Center: 0700 121 21

1766 Sofia

Business Park Sofia, Building 2А

www.sofiyskavoda.bg