Rangkaian Khidmat Awam Negeri Sarawak
A MONTHLY SUPPLEMENT OF RAKAN SARAWAK BULLETIN

(People, events, activities and programmes which make for a total quality-managed Sarawak Civil Service)

ISSN 1394-5726

 
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A Progressive Water Utility Company

Opening of Lambir Water Treatment Plant (Module 4) on 28 August 2001
LAKU Management Sdn Bhd (LAKU) was established in January 1996. As a corporatised water supply utility, the principal activity of the company is to manage, supply and distribute potable water within its area of jurisdiction – in this case, the 3 urban townships of Bintulu, Miri and Limbang. LAKU is 100% owned by the State Government of Sarawak, and as such, the company is answerable to the Minister of Finance & Public Utilities as well as the State Financial Secretary/ State Water Authority, Sarawak.

The vision of the company is to be a bold and dynamic water supply utility with a culture and values that are excellence driven, consumer oriented, sensitive and responsive to the aspirations and needs of the people and the State Government of Sarawak. Its mission is to provide safe, reliable and competitively priced water supply at the highest attainable standards in Quality and Standards.

Since it began operations 7 years ago, LAKU has significantly altered the liquid landscape of the Northern Region of Sarawak. The development by LAKU to ensure consistent supply of treated water with good pressure to the consumers included these improvement works:

In Bintulu


- Construction of the Sg. Kelalong Dam for the extension of the 100 million litres per day (MLD) capacity treatment plant

In Miri


- Commissioning of the Lambir Water Treatment Plant (Module 4), the six (6) additional underground wells, and the inter-basin raw water transfer from Sg. Bakong to Sg. Liku

In Limbang


- Extension of the 10 MLD capacity water treatment plant Other tangible changes made by LAKU that received positive feedback from consumers encompassed the following:
Inspection of Treatment Plant


24-Hour Hotline


A 24-hour hotline service is set up with 2 to 3 teams on standby to handle complaints and reports. The teams are to respond within ½ an hour to the location of the complaint or report. They will attempt to shut the valve within ½ an hour upon arrival to prevent more water loss. Once the problem is solved, the team will call back the consumer to check if water supply has resumed properly.

Extra Customer Service


Calls are made to remind consumers of any outstanding bills even if they have been issued notices to disconnect. In other instances, consumers are advised of any sudden or exceptional increase in water usage so that they could check on their plumbing system for possible leakage.

Effective and Efficient Billing and Payment System


Spot Billing was started in 1999 whereby bills could be issued on the spot to consumers or placed in their letterboxes. For those without letterboxes, bills are placed in protective plastic bags that are then hung on fences or attached to meter stands.

Payment of water bills are made easier with the One-Stop-Payment scheme where consumers could pay bills at participating outlets such as Pos Malaysia, SESCo and Shell. In addition, payment counters are open during lunch breaks and on weekends – Saturday full day (inclusive of 1st & 3rd Saturday) and Sunday morning. However, counters are closed during public holidays.

Presentation of ISO Certification

Friends of LAKU


The 'Friends of LAKU' programme is implemented to encourage a more civic conscious society. This programme has greatly assisted LAKU in saving thousands of gallons of water though the reports of pipe bursts, leakage or water thefts by helpful and proactive consumers.

LAKU has come a long way since 1996, but there is still room for improvement and progress. With the current staff strength of 353, the company will continue to build itself into a highly efficient and dynamic organization, totally sensitive and responsive to the needs of its customers. One of LAKU's crowning achievement was when it received its ISO 9002:1994 certification on January 2001. The ISO certification covered the areas of Management, Production, Supply and Distribution of potable water, Customer Service and Revenue Collection.

 
 



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