Page 26 - CSCF Document

Factories discharge used water and they have to comply with the discharge parameters. If
they flout the discharge standards, we definitely have to go after them. We will take the
light-handed approach first. For first offenders, we give them a warning, and educate them
on the impact of their discharge on NEWater production. We will explain these matters
to the supervisors of the plant. The other thing that we do is to meet them regularly.
We have dialogue sessions with industries, where we would talk to them, listen to them,
and understand their problems and issues. At the same time, we explain our water cycle
to them – and how the action of an individual would impact the whole water recycling
process.

– An officer sharing on how he takes education of partners and
customers as a first approach in addition to using enforcement
action, where necessary

If we push it downstream, there’s a shorter lead time for the construction team to engage
the shop owners. The shop owners would be unhappy because you are not giving them
enough time to react. When we engage them upstream, they are able to work with us once
they understand the purpose of our work. Some of them would ask, “OK, can you commit
to do the work within this period?”. Then, they would willingly close their shops and go on
a holiday. The construction team could then work within the schedule.

– An officer sharing on how he puts in place interventions to shape
shop owners’ perspectives of PUB as their trusted partner

“I called the owner to inform him that the damaged kitchen top was not due to our
drainage work. This was based on the technical assessment conducted by our professional
engineers. At the same time, I also told him I would work with my contractor who knew
many kitchen specialist contractors to help him repair the damage.

– An officer who offered advice that adds value to the customer as the
customer’s initial complaint was about a damaged kitchen top due to nearby
works, positioning himself as a partner addressing the concern