UNITED WATER
SUSTAINABLE
DEVELOPMENT REPORT
2011 COMMITMENTS
AND PERFORMANCE
UNITED WATER
200 OLD HOOK ROAD
HARRINGTON PARK, NJ 07640
TEL 201-767-9300
FAX 201-767-2082
EMAIL Bob.Iacullo@UnitedWater.com
WWW.UNITEDWATER.COM
June 4, 2012
Dear Colleagues,
At United Water, we truly believe that making the planet sustainable is the best job on earth.
As we witness the effects of climate change, urbanization and population growth, we see that
our water resources are becoming more stressed and more precious each day. We embrace
our responsibility to help protect natural resources and our nation’s waterways while
providing safe, clean water to our customers. We consider it a privilege to address these
challenges alongside our customers as we provide them with leading edge, long-term,
sustainable solutions.
United Water has launched a strategy for Sustainable Development which is based on four
priorities and 12 commitments and links respect for the environment, social equality and
economic performance together. By focusing on this strategy, we can preserve natural
resources, create innovative solutions, inspire our employees and strengthen partnerships
with our stakeholders.
This report demonstrates how United Water is putting its Sustainable Development strategy
into action. It includes examples of best practices from across United Water’s business lines
and demonstrates our accomplishments on the 12 commitments during the 2011 calendar year.
Working together, we can develop sustainable solutions today that improve the quality of life
in the communities we serve and leave the planet in better shape for those who will inherit it
tomorrow.
Sincerely,
Bob Iacullo
President, United Water
SUSTAINABLE DEVELOPMENT REPORT
2011 COMMITMENTS AND PERFORMANCE
PAGE 1
SUSTAINABLE DEVELOPMENT REPORT
2011 COMMITMENTS AND PERFORMANCE
At the core of United Water’s business is our commitment to provide services that are essential
for people’s lives, their health and for an uncompromising level of environmental protection in
water and wastewater management. Providing superior drinking water and treating wastewater
to protect our community’s waterways are services essential to the well-being of people. To
ensure a sensible balance between development and non-renewable natural resources, United
Water strives to maintain natural balances by protecting rivers, soil, aquifers and oceans. We achieve
these objectives by respecting land use and biodiversity; preserving resources and reducing
greenhouse gas emissions in the atmosphere. Our goal is to be a trusted community partner and to
provide innovative solutions that protect the planet and our most valuable resource - water.
At United Water, we conduct our business better by taking action to meet or exceed the
expectations of our stakeholders by:

Addressing head-on new challenges in our management of water and wastewater to protect
natural resources and the environment

Managing responsibly the byproducts of our business activities and actively promoting recycling

Reducing environmental impact through energy efficiencies and the reduction of greenhouse
gas emissions

Promoting the development of our employees through
training and the promotion of a diversified staff

Engaging our stakeholders and building upon our
longstanding tradition of participating in the social and
economic life of the communities in which we live and work

Living up to our commitment of promoting transparency in
our work, to support sustainable development through
publication of an annual report and providing relevant
information available on our website
Natural resources are finite.
United Water is committed
to the daily challenge
of protecting resources
and the environment by
providing innovative
solutions to millions of
people in the communities
that we serve
GOVERNANCE
United Water’s Sustainable Development Department is under the supervision of the Senior Vice
President, Operations Support. The Steering Committee meets twice a year and is composed of
United Water’s executive management staff, including Bertrand Camus, CEO; Bob Iacullo,
President; Charlie Wall, Senior Vice President Human Resources & Communications; Patrick Cairo,
Senior Vice President, Commercial Development; Philippe Dartienne, CFO; Dennis Ciemniecki,
President, Regulated Segment; Nadine Leslie, President, Environmental Services Segment. The
Steering Committee is tasked with monitoring our progress, approving goals and communicating the
Sustainable Development initiatives to United Water’s Board of Directors yearly.
SUSTAINABLE DEVELOPMENT REPORT
2011 COMMITMENTS AND PERFORMANCE
PAGE 2
COMPANY PROFILE
United Water is a subsidiary of SUEZ ENVIRONNEMENT NORTH AMERICA (SENA). With
80,410 employees and a worldwide presence, SUEZ ENVIRONNEMENT is proud to be
recognized as an international environmental leader. United Water’s Strategic Plan includes a
corporate mission, vision and values, which are incorporated into our Sustainable Development
strategy as well as our business practices.
Our Mission
We provide innovative water and waste management solutions that improve the quality of life in
the communities we serve.
Our Vision
We will be among the top two companies in each market we currently serve by 2015.
Our Values
Drive
Commitment
Courage
Unity
Integrity
United Water at a Glance
5.7 million
Population
provided efficient
water and
wastewater
services
7.7%
Employee
turnover
1.8 billion
Gallons of water
treated daily
$800 million
Annual revenue
20 utilities
Owned and
managed by the
Regulated business
segment
100 plants
Managed as public-private
partnerships by the
Environmental Services
business segment
Awards
Numerous industry,
environmental, community
and civic awards bestowed
every year
2,300
Employees
working to make
the planet more
sustainable
SUSTAINABLE DEVELOPMENT REPORT
2011 COMMITMENTS AND PERFORMANCE
A SUSTAINABLE DEVELOPMENT POLICY FOCUSED
ON 4 PRIORITIES AND 12 COMMITMENTS
United Water operates as a socially responsible company and maintains an aggressive continuous
improvement program based on the four main priorities and 12 commitments that are set forth in
our Sustainable Development Policy.
United Water utilizes a strategy based upon the triple bottom line. Our commitments are focused
on economic growth, social equality and respect for the environment, in addition to creating and
maintaining a dialogue with our stakeholders. This approach allows United Water to be forward
thinking and demonstrate that we understand what we want to achieve, and how to achieve it.
Our strategy incorporates sustainable business practices with United Water’s values, and these
commitments allow us to maintain economic growth while protecting the environment and our
employees. In fact, our Sustainable Development Policy goes beyond meeting regulatory and
contractual obligations to incorporate economic, ethical, governance, environmental and social
responsibilities. Furthermore, our long standing dedication to technology, research and
innovation, has allowed United Water to provide a proven record of comprehensive water and
wastewater solutions. We are an environmental company with a history of sustainable practices
and values that are having an undeniable impact on our employees, the environment, water
resources, our customers and the communities we serve.
PAGE 3
SUSTAINABLE DEVELOPMENT REPORT
2011 COMMITMENTS AND PERFORMANCE
PAGE 4
Created an
in-house
Commitments
& Performance
Report
Publication
of the first
external
Commitments
& Performance
Report
2012
Established
2009 baseline
data for 12
Commitments
2011
Publication
of the
4 Priorities
& 12
Commitments
2010
Deployment
of the
Sustainable
Development
Roadmap
2008
Launch
of the
Sustainable
Development
Policy
2006
2005
Figure 1: United Water's commitment to Sustainable Development began in 2005
as a fundamental strategy in our business
ETHICS
United Water maintains a written Ethics Policy that is derived
from the SUEZ ENVIRONNEMENT Ethics Charter. The Ethics
Policy is available to all employees on unitedwater.com and is also
available to the public, clients, partners, suppliers and vendors.
By publishing the Ethics Charter in 2010 and the implementation
guide Ethics in Practice, United Water formally committed itself
to principles widely known and respected within United Water
organization.
United Water’s Ethics Officer, Robert Gerber, Senior Vice
President and General Counsel, is a member of the Executive
Management Team. He also chairs the Ethics Committee, which
maintains a 24-hour-a-day, seven-days-a-week toll-free number
which encourages employees to contact and bring ethics and
human rights matters to the immediate attention of the Ethics
Committee. Employees can raise questions, seek information and
report concerns anonymously. The Ethics Committee reports to
the Audit Committee of the United Water Board of Directors.
Figure 2: Ethics training,
practices and standards
such as the "Ethics
Charter" help our
employees put ethical
behavior at the forefront
United Water has instituted and maintains ongoing education and
training designed to inform employees of applicable laws,
regulations and standards of business conduct; their expected ethical conduct and the
consequences of a violation, both to the employee and United Water. Training is provided
through an e-learning ethics portal, most recently to 1400 employees, including all managerial
employees. The ethics course covers topics such as ethical decision making, improper gifts and
gratuities, conflicts of interest, vendor relationships, fraud and confidentiality. It reinforces the
need for communication regarding the United Water Ethics Program and how employees can
report misconduct. All new employees receive information regarding the Ethics Policy, other
components of the program and take the e-learning ethics course.
United Water is committed to full compliance with employee anti-retaliation and whistleblower
laws.
SUSTAINABLE DEVELOPMENT REPORT
2011 COMMITMENTS AND PERFORMANCE
RESPECTING HUMAN RIGHTS
United Water and SUEZ ENVIRONNEMENT share a culture of
commitment toward human rights, a respect for human dignity,
the fight against corruption and environmental conservation.
This culture has driven United Water to uphold ethical principles
that often go beyond the scope of just the laws and regulations
applicable to our business.
Another fundamental ethical
principle to which we have committed ourselves is the respect
for others. Employees are encouraged to consider the impact of
their actions and decisions on others and not to tolerate or
perpetrate any form of discrimination, with respect to age,
gender, ethnic, social or cultural origins, faith, political or trade
union views, personal life choices, physical characteristics or
disabilities of others.
One example of United Water’s respect for human dignity is
recognizing that occasionally a financial crisis or setback, due to
a job loss, illness, casualty or military service can happen to
anyone, even the most fortunate among us. UW Cares is a
nonprofit organization, funded entirely by United Water that
provides financial assistance to customers having trouble paying
their water bill. UW Cares provides grants to pay the water bills
of households in need through a network of community-based
social service agencies located throughout the United Water
service territories. UW Cares ensures that funds are distributed
Figure 3: UW Cares brings
fairly and appropriately to eligible households. A link to our
water service to financially program can be found on our website, unitedwater.com.
disadvantaged households
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SUSTAINABLE DEVELOPMENT REPORT
2011 COMMITMENTS AND PERFORMANCE
PAGE 6
ENVIRONMENTAL COMPLIANCE
At United Water, we care deeply about the environment and our Environmental Charter serves as
a daily reminder to our employees and the public of our commitment to protecting and sustaining
the earth’s natural resources.
United Water’s Environmental Compliance Assurance Program serves as the Company’s
environmental management system and consists of an array of
corporate policies, procedures, controls and expectations that
The Compliance &
help to ensure environmental protection while providing
Enforcement Division
exceptional customer service. We continuously strive to find
of the New Jersey
Department of
ways to improve our compliance efforts, which includes a
Environmental Protection
commitment to greater transparency in our governance structures
awarded United Water
and the ways in which we operate.
Matchaponix the 2011
Environmental
Stewardship Award
for the full development of
an Environmental
Management System
The Company’s extraordinary compliance record has been
achieved through a top-down commitment by our executive and
senior management, and extends throughout our organization to
every
treatment
facility.
Whether it involves operating our own water
systems or working with clients to operate their
systems, United Water has a singular goal – 100%
compliance each and every day.
To achieve these goals, the priorities include:

Providing compliance awareness and training

Offering tools
management

Ensuring rigorous self-evaluation through the
compliance audit program

Holding our operations
compliance performance
for
effective
information
accountable
for
Protecting the environment is at the heart of our
business. Good environmental performance is a
key component of sound business performance and
provides many benefits for our customers, our Figure 4: United Water's
partners and our communities.
Environmental Charter is our
commitment to protecting the
environment and sustaining the
earth's natural resources
SUSTAINABLE DEVELOPMENT REPORT
2011 COMMITMENTS AND PERFORMANCE
2011 REPORT AND OUTLOOK ON PROGRESS
PRIORITY: CONSERVE RESOURCES & ENGAGE IN A
CIRCULAR ECONOMY
Today we are aware that natural resources are limited, yet the demand is increasing. We use
more fossil fuel than ever before. Fresh water, an essential resource, is scarce in many areas of
the United States. Using resources more efficiently, generating less waste and creating new
energy sources are necessary to continue economic growth and to ensure resources are available
for future generations.
COMMITMENT 1: REDUCE, REUSE, RECYCLE
United Water is committed to the principles of Reduce, Reuse and Recycle. There are numerous
opportunities to reduce waste and increase the proportion of materials that are reused and
recycled in both the workplace and in our households. It is our goal to reduce, reuse and recycle
materials used in our business and operations, such as paper, electronics, bulbs, metal,
construction materials, glass and batteries. Beyond our
“SUEZ ENVIRONNEMENT
operations, this commitment to reduce, reuse and recycle also
is the only world player
applies to natural resources we draw upon and supply to our
exclusively dedicated to the
customers. Water is our core business; it is a precious, lifeenvironment. Its business
sustaining resource that must not be wasted and should be
anticipates tomorrow’s world
conserved or reused whenever possible. At United Water, our
by developing circular
economic solutions."
commitment is demonstrated through our promotion of water
conservation, protection and preservation of the groundwater,
— Jean-Louis Chaussade,
lakes and rivers we draw upon, and the promotion of alternative CEO, SUEZ ENVIRONNEMENT
resource use (e.g., the reuse of treated wastewater for irrigation
and industrial purposes).
Best Practices
New York Conservation Success
In 1992, United Water began a formal customer based conservation program at its large water
utility located just northwest of New York City. This innovative program offers customer
education initiatives, including making low-flow devices available to residential customers at
discounted prices. United Water promotes residential leak reduction, sensible irrigation and other
conservation strategies. Educational tools include bill inserts, print and broadcast ads, public
events, presentations, and a dedicated conservation website. Building on this program, United
Water New York began publishing an “Annual Conservation Guide” in the local newspaper in
2007. This guide summarizes common water use reduction practices that residential customers
can implement. This important information is also available electronically to anyone via the
website at unitedwater.com. As a result of these combined conservation initiatives, United Water
PAGE 7
SUSTAINABLE DEVELOPMENT REPORT
2011 COMMITMENTS AND PERFORMANCE
PAGE 8
customers at its New York utility consume an average of 67 gallons per capita per day - well
below the national average of 90-100 gallons per capita per day.
Among the recommendations in these publications are tips for reducing outdoor water use and
xeriscaping (conservation gardening). The xeriscaping program is based on the selection of
locally appropriate plantings and horticultural irrigation techniques that make the best use of
water. Water use for landscaping can also be reduced
Smart Watering &
by following a scientific lawn watering program based
United Water New York
on EvapoTranspiration (ET). United Water monitors
and disseminates information on regional ET rates.
United Water successfully designed
and implemented the ET
This information helps avoid overwatering and guides
(evapotranspiration) lawn watering
customers to apply the right amount of water to
program to support effective lawn
landscaping based on the weather conditions.
watering. The ET concept was
developed in partnership with Cornell
and Rutgers Universities.
Daily watering advice is provided to
customers via our website and a
phone messaging system. Based on
customer response and conservation
impact, the program was rolled out to
other operations in the Northeast
Furthermore, United Water is partnered with AM
Conservation to provide the water-saving kits at a
nominal cost. Indoor kits include a toilet dam, lowflow nozzles and showerheads and a shower timer.
Outdoor kits include a hose timer, moisture meter, a
rain gauge and a low-flow hose nozzle. Several
thousand kits have been purchased by United Water
customers over the past few years.
United Water Idaho TOMS Projects
United Water Idaho manages over 250 wells, boosters, reservoirs
and pressure regulating stations distributed throughout a 150
square mile area. Facilities are checked using seven driving
routes and two readers each week. Routine facility operations
data needs to be captured accurately and efficiently before timely
distribution to the users and managers. Tablet PC Operations
Management System (TOMS), a paperless tablet PC operations
management system, has achieved this objective and proven to
be an effective, low cost solution using commonly available
software and hardware.
United Water Idaho was a first
place winner in the large utility
division of the Pacific
Northwest Section of the
American Water Works
Association’s Excellence in
Communication and
Conservation Awards for the
summer Conservation Guide
TOMS
allows
large
quantities of field operations
data to be gathered and
summarized at the end of
Figure 5: Readings are
each shift. Field operations input directly into the
data such as meter readings, TOMS paperless tablet
tank levels, safety conditions,
motor efficiencies and compliance sampling are gathered
electronically, synched with a desktop computer and used to
SUSTAINABLE DEVELOPMENT REPORT
2011 COMMITMENTS AND PERFORMANCE
PAGE 9
populate operations and management templates. This data is available to all users in the business
unit and helps to make accurate and informed operational decisions.
The implementation of TOMS has resulted in the following benefits and cost savings:

Faster and more efficient data availability

Improved chemical and inventory tracking and control

Faster and more efficient report generation

Improved accuracy of data

Elimination of manual data entry and report generation
resulting in labor reduction

Reduction in driven mileage due to fewer repeat trips
saving gas, vehicle maintenance and emissions

Reduction in paper usage saving trees and landfill space
During the past two years, the
Indianapolis Wastewater
Treatment plant has saved
approximately 200 trees
through their Shred It paper
recycling program. They have
also recycled approximately 8
tons of cardboard and 13 tons
of plastic, aluminum and paper
COMMITMENT 2: MANAGE WATER EFFICIENCY
Drinking water is a precious resource. As United
Water strives to deliver safe drinking water and
control water loss, we also face challenges such as
the availability and management of water resources,
adaptation to and mitigation of climate change, the
capital intensive nature of water production,
population growth, drought management and
increasing regulatory requirements in various areas
of the country we serve. For this reason, United
Water is dedicated to the management of water
efficiency and the sustainable use of water. While a Figure 6: United Water repairing a
focus on leak reduction can help in many of these leak in the distribution system
areas, it will not address all. United Water is using
an integrated approach to manage water resources and diversifying our water portfolio. By using
a combination of solutions such as groundwater, surface water, conservation efforts, leak
reduction, Drought Management Programs and technologies such as desalination and water
reuse, we are able to create innovative solutions and protect our most precious resource.
United Water is a proud
sponsor of WaterSense, the
United States Environmental
Protection Agency’s program
to encourage water efficiency
through the use of a special
label on consumer products
United Water strives to reduce water loss associated with
aging infrastructure by developing controls to identify and
minimize losses while delivering safe drinking water to our
customers. Understanding where water is lost in buried
pipes requires an integrated approach to focus, locate and fix
underground leaks. This begins with an audit of our systems
to prioritize our efforts.
SUSTAINABLE DEVELOPMENT REPORT
2011 COMMITMENTS AND PERFORMANCE
We conduct an annual water balance using the American Water Works Association Water Loss
Control Water Audit as the standard audit methodology. In addition, we perform area specific
leak surveys, deploy acoustic-based technologies, assess pipe condition, test and calibrate
meters, review and audit meters and billing for abnormal consumption, employ pressure
management strategies, enhance hydrant security and prepare and implement action plans.
Integrating the management of water loss and water resources creates a holistic approach to
water efficiency and the growing water scarcity concerns. United Water is creating innovative
solutions to promote water efficiency and introducing services that help to save water and
diversify our water portfolio.
Best Practices
United Water New Jersey Manages Water Loss
United Water New Jersey has been working to
accurately detect and locate leaks in large diameter
water mains and sections of pipe that did not have
available appurtenances.
To improve water
conservation and reduce water loss, the company
began evaluating leak detection services with the
ability to accurately isolate leaks on large diameter
mains. To accomplish that goal, we selected a
leading developer of acoustic-based technologies for
water loss management, leak detection and pipe
condition assessment, for a pilot survey. Our
objective was to assess approximately five miles of
Figure 7: United Water New Jersey
large water mains.
using electromagnetic leak
detection equipment
Through the use of acoustic sensors, we detected a
major leak on a 42-inch water main in a section of pipe that ran beneath a river in the pilot area.
The leak was responsible for the loss of an estimated 100,000 gallons of treated water per day.
As a result, United Water was able to quickly repair the leak without the need to disrupt service
thus avoiding potential failure and providing immediate savings of water loss. We also were able
to inspect the pipe and make several repairs that would prevent further leaks on this critical main.
United Water New Jersey has a comprehensive water loss management program to proactively
monitor leaks in the distribution system. We are using the latest technologies for leak detection
such as electromagnetic and sonic/ultrasonic equipment. One supplementary water loss solution
is a survey program where inspectors perform leak surveys throughout the entire system twice
per year during normal system maintenance such as valve and hydrant testing, field
investigations and repairs. In 2011, approximately 72% of the 2,100 miles of transmission and
distribution piping were surveyed under the annual program.
PAGE 10
SUSTAINABLE DEVELOPMENT REPORT
2011 COMMITMENTS AND PERFORMANCE
Innovation on the Hudson River
Innovation will help quench the growing thirst for water in Rockland County, NY. The
community’s conservation practices are among the best in the nation, but water demand is
projected to outpace current supply by 2016. The county
United Water New York’s
population increased nearly nine percent in the last decade and
surface water treatment
additional growth is expected. That’s why United Water New
plant Lake DeForest has
York is taking an innovative approach to develop an additional,
ISO 14001 and 9001
sustainable supply to meet the county’s growing water needs.
certifications
The Haverstraw Water Supply Project (HWSP), designed to treat
brackish water from the Hudson River, will use a multi-step process, including reverse osmosis
to remove salt, organic compounds and more. A pilot study on treating Hudson River water has
been underway for over a year and the findings are exciting. The pilot facility is consistently
producing water of equal or higher quality than Rockland County residents are consuming today.
Figure 8: The HWSP treatment scheme provides diversity to the water supply
These positive study results are being used to help design a full-sized plant capable of producing
up to 7.5 million gallons of drinking water per day. A mature river with an abundant water
supply, the Hudson can help resist droughts and regional climate change. Adding this water
source will improve the reliability and diversity of United Water New York’s water supply
portfolio, which currently consists of 70 percent groundwater and 30 percent surface water.
Studies have shown that the HWSP is more cost-effective than alternatives such as wastewater
reuse or building a new reservoir. The new facility will also preserve natural resources and
address sensitive environmental issues. Best of all, the HWSP will help ensure a reliable source
of great tasting water for our customers. See more information on the HWSP at
www.haverstrawwatersupplyproject.com.
PAGE 11
SUSTAINABLE DEVELOPMENT REPORT
2011 COMMITMENTS AND PERFORMANCE
Smart Metering Pilot Study
United Water is transforming its water distribution systems into smart metering grids. Smart
metering grids provide informational awareness of the water system operations such as precisely
how much water is coming from the plants, how much
water flows into regional distribution zones and
ultimately how much is consumed by the customers.
At United Water New Jersey, many meters are read via
Automated Meter Reading (AMR) mobile reading
systems. Transmitters are installed on customers’
meters which broadcast their consumption data to
truck-mounted and hand-held collectors which
periodically travel through neighborhoods to collect the
readings.
As part of a smart metering pilot, United Water is
installing Advanced Metering Infrastructure (AMI)
collectors which are backpack-sized metal cabinets
with antennas. This enables consumption data to be
Figure 9: AMI pilot installation
gathered from every meter on a daily basis and stored in a
central server as opposed to quarterly drive-by mobile readings.
AMI improves water loss efforts by enabling better detection of
tampering, theft and under-registering meters. New sensors and
devices are constantly being added to AMI networks, such as
permanent acoustic leak detectors which can help pinpoint the
location of leaks in near-real-time.
The results of the pilot have demonstrated that business
efficiency increases with AMI as it dramatically decreases the
cost of individual reads, allows easier high and low
consumption investigations and can reduce complaints and
theft.
Customer benefits include detailed real-time
consumption information via a website and proactive
notifications of customer-side leaks.
Figure 10: AMI networks
improve water loss and
provide near-real- time
data collection
PAGE 12
SUSTAINABLE DEVELOPMENT REPORT
2011 COMMITMENTS AND PERFORMANCE
PRIORITY: INNOVATE TO RESPOND TO
ENVIRONMENTAL CHALLENGES
Combating climate change, increasing energy efficiency, producing renewable energy when
feasible and preserving ecosystems are requirements for a socially responsible company.
Consistent with meeting these environmental challenges, our mission at United Water is to
provide innovative water and wastewater management solutions that improve the quality of life
in the communities we serve.
United Water’s Corporate Headquarters in Harrington Park, NJ is greening their workplace.
During 2011, a pilot study was conducted to improve lighting illumination and efficiency.
Light levels were increased in some work areas in addition to piloting high efficiency LED
lighting, occupancy sensors and daylighting. The pilot also included a proactive program
encouraging employees to shut down computers at the end of each day.
COMMITMENT 3: REDUCE GREENHOUSE GAS (GHG)
EMISSIONS
United Water is committed to a comprehensive strategy of adaptation, mitigation, research and
education to anticipate and react to the impacts of climate change. We strive to combat climate
change through the introduction and deployment of both operational and energy efficiency
measures. While working in an energy intensive industry, we recognize the link between water
and energy and we work to conserve both. Energy efficiencies deployed throughout the company
will help to reduce our GHG emissions while also helping to combat climate change.
United Water has made it our goal to establish a framework for action against climate change
that can be shared throughout our business segments and within the communities we serve. We
plan to respond and adapt to the effects of climate change and provide innovative solutions to
address operations and maintenance efficiencies, energy and water conservation, renewable
energy, water resource management and crisis management.
Approximately 95% of United Water’s GHG emissions are
Using high-efficiency hand
dryers instead of paper towels
generated through the use of electrical energy. We promote
at United Water’s Corporate
energy efficiencies throughout the operation of the
Headquarters will save two
treatment facilities to the distribution and collection of
metric tons of greenhouse gas
water and wastewater in our service areas. In addition, we
(CO2e) emissions and 16 cubic
encourage purchasing Energy Star rated equipment in our
meters of trash each year
administrative offices for computers, laptops, printers and
copiers. As we continue to strive to reduce energy consumption, our efforts have effectively
reduced our GHG emissions over the past three years.
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SUSTAINABLE DEVELOPMENT REPORT
2011 COMMITMENTS AND PERFORMANCE
PAGE 14
Best Practices
Springfield, MA Energy Savings
United Water’s partnership in Springfield, MA has
made a constant effort to reduce energy consumption
and greenhouse gas emission. Over the past few
years, their electricity and natural gas consumption
has dropped by 21% and 68% respectively, which has
reduced their greenhouse gas emissions as well. For
example, operations protocol was changed for solids
processing and disposal procedures at its wastewater
treatment plant. In the dewatering operations, the belt
filter presses were eliminated and centrifuges were
purchased. Springfield also shut down its dryer and
stopped transporting biosolids to a compost facility.
Instead, the dewatered biosolids are taken directly to a
landfill where they generate useful biofuel. Those
efforts reduced the energy usage of the facility by 49%
and greenhouse gas (CO2e) emissions by 39% at the
plant site, saving $650,000 annually.
Figure 11: Through innovative
solutions, United Water Springfield,
MA reduced energy consumption
by 49%
Springfield further reduced their electrical consumption by replacing older, inefficient blowers
with newer, high efficiency turbo blowers and by optimizing the aeration system and reducing
the dissolved oxygen set point. Additionally, they replaced fluorescent and sodium vapor
lighting with new efficient fluorescent bulbs, ballasts, reflectors and LED lighting. These
projects resulted in a 30% reduction in blower power usage and a 50% reduction of lighting
power usage. Overall, the plants’ reductions in electricity and natural gas consumption have
reduced their greenhouse gas (CO2e) emissions by 41%. In many of these examples, Springfield
has received partial capital funding from the local electrical utility, which has helped to reduce
the payback period.
SUSTAINABLE DEVELOPMENT REPORT
2011 COMMITMENTS AND PERFORMANCE
COMMITMENT 4: IMPROVE ENERGY EFFICIENCY
Improving energy efficiency is a major challenge for United Water and our customers -- and the
stakes are economic as well as environmental. Reducing energy consumption includes
improving the efficiency of electricity, natural gas, various fuels, gasoline and diesel. This
ranges across the spectrum of our energy use, from fleet management to the operation of the
treatment facilities to the distribution and collection of water and wastewater in our service areas.
United Water’s strategy for energy management includes a
significant focus on conservation and optimization. Efforts
United Water Arkansas has
to improve energy consumption are ongoing and
realized a 10% reduction in
electrical power (MW/MG) by
accomplished by conducting energy audits and improving
installing high efficiency,
pump efficiency, lighting, aeration systems and fleet
motors, more efficient pumps,
efficiency. In 2010, we established an Energy Task Force to
changing starters on motors
provide oversight and expertise into energy audits, creating
and diverting flow to
action plans for energy reductions, establishing alternative
their most energy efficient
treatment plant
purchasing and financing means and sharing of the latest
tools and technologies. The task force has focused on the
top 10 users of energy across the company and the following actions to further reduce energy
consumption:

Upgrade to high efficiency pumps and motors, off peak pumping

Optimize aeration systems

Lighting and sensors, ventilation and controls

Improve fleet efficiency through training, idling reduction, routing and alternative fuel
Best Practices
A New Approach to Pump Efficiency Testing in Boise, ID
United Water Idaho operates more than
80 deep wells to supply water to the
84,600 customers in Boise, ID. Each of
these wells is equipped with an electric
motor that drives a submerged pump. The
more efficient the pump and motor, the
less electrical power consumed – and the
lower the operating costs to both the Figure 9: LED screen displaying pump
company and ultimately our customers.
electrical power reading
In 2009, United Water initiated a comprehensive program to assess the efficiency of well pump
operations called wire-to-water efficiency. Motor efficiencies remain relatively constant over
time, so losses in efficiency generally arise due to wear in the pumps as they age. The net effect
is that more energy is needed to deliver the same amount of water.
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SUSTAINABLE DEVELOPMENT REPORT
2011 COMMITMENTS AND PERFORMANCE
United Water developed an operating procedure for pump efficiency testing that was safe and
less time consuming than previous methods requiring opening the electrical panel door. The
project was piloted and deployed initially on 10 well sites, which focused on monitoring the
pumps with electric power data displays mounted on the exterior panel doors. The results of
amperage, voltage and demand were displayed on small LED screens. The power monitors
provided readings that were continuously updated and needed merely 90 seconds to fully cycle
through the data. With these devices in place, the operator can obtain the raw data necessary for
the pump efficiency calculation in only a few minutes.
The immediate benefit from this change is that the data needed to perform wire-to-water pump
efficiency testing is now readily available through metering devices and can be recorded by
operators during their normal rounds in just a few minutes. Additional benefits include
improved worker safety, the potential for automated analysis via SCADA, visible information to
help prevent equipment damage and enhanced support for capital expenditure planning.
After a year of operation, the annual savings from changing out three well pumps was $41,000
with a return on investment exceeding 20%. This represents a savings of about 2.2% of the total
water production budget for electricity at our Boise facility. Based upon this success, United
Water Idaho deployed power monitors at all active well sites beginning in 2010 and completed
deployment in 2011.
Nitrogen Removal in Stonington, CT
United Water operates three wastewater treatment
facilities for the Stonington Water Pollution Control
Authority (SWPCA) under a public private
partnership. The Connecticut Department of Energy
and Environmental Protection (DEEP) established a
general permit requiring each treatment facility to
remove nitrogen and implemented a Nitrogen Credit
Exchange Program, granting SWPCA a limited
amount of nitrogen credits. The three plants were
not designed to remove nitrogen, leaving SWPCA
facing a capital upgrade or purchasing nitrogen
credits under the DEEP Exchange Program. United
Water believed that through operating the plant Figure 10: Laboratory testing in
differently, the nitrogen limits and all other existing Stonington, CT
permit limits could be met.
United Water conducted a pilot study to maximize the aeration system and enhance the nutrient
removal process. By alternating the blowers’ run time, carefully controlling dissolved oxygen
(DO) levels to the aeration system and testing the nutrient levels, the operators were able to
improve the efficiency of the nutrient removal process and achieve permit compliance. The pilot
produced favorable results and was scaled up to the full operation.
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SUSTAINABLE DEVELOPMENT REPORT
2011 COMMITMENTS AND PERFORMANCE
Through optimization of the blowers at the three Stonington wastewater treatment facilities,
United Water was able to achieve biological nutrient removal and save electricity without
investing in capital improvements. This operational change, initiated by United Water, resulted
in the following benefits to SWPCA:

Eliminated the need for the consulting engineer to design or upgrade the three treatment
plants which saved Stonington considerable capital. The engineering firm felt that upgrading
the plant would not provide noticeable improvements compared to the nutrient removal
efficiency achieved by United Water

Under the Nitrogen Removal Program, Stonington will receive compensation for unused
nitrogen credits

SWPCA will now use capital investment dollars to upgrade the instrumentation and controls
of the facilities, making automation of operational functions more efficient

Not only did optimization of the aeration achieve enhanced biological nutrient removal, it
also provided a 7% reduction in electrical power
COMMITMENT 5: INCREASE AND PROMOTE
RENEWABLE ENERGY GENERATION
Renewable energy is a significant priority - and challenge - for
In 2011, SUEZ
United Water. In the United States, we rely on fossil fuels,
ENVIRONNEMENT
natural gas and oil all of which are finite resources. Renewable
allocated $95,000,000
energy is energy generated from a natural resource such as
for research,
sunlight, wind, tides and geothermal heat. It is clean energy that technological development
replenishes itself and has a much smaller environmental impact.
and innovation
Many of our sites are owned by our clients who are responsible
for capital investments and the decision of whether or not to use renewable energy at their
facilities. In our regulated business segment, where we own the assets, United Water is currently
conducting studies to evaluate a feasible source of renewable energy. We are evaluating
hydroelectric power, solar energy, power purchase agreements and other sources that can be
supported by our customers.
In addition, energy is an important component of the various research programs of SUEZ
ENVIRONNEMENT, such as the R + i Alliance, www.ri-alliance.com. The various research
centers of the group, including United Water Environment Research Center (United WERCs) are
focused on energy efficiency and renewable energy projects such as removing contaminants
from biogas in order to use it in fuel cells or inject it into the grid, or microalgae as green
powerhouse of wastewater.
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SUSTAINABLE DEVELOPMENT REPORT
2011 COMMITMENTS AND PERFORMANCE
Best Practices
United Water & West Basin Municipal Water District
West Basin Municipal Water District (WBMWD), www.westbasin.org, is a
world leader in water recycling, conservation, education and water resource
management. United Water has had a partnership with WBMD for the past
17 years and is the operator of the Edward C. Little Water Recycling Facility
(ECLWRF). WBMWD expanded its commitment to energy conservation
and environmentally sound practices by completing the installation of a
60,000 square foot solar power generating system at the
ECLWRF. The solar panels account for up to 10% of the
facility's power demands, operating during peak demand
hours and producing an estimated 783,000 kilowatt
hours per year of solar energy. The overall output of the
facility is enough energy to power nearly 100 homes for
one year. In addition to reducing energy usage, solar
power also reduces the emissions and wastes resulting
from the use of fossil fuels for heating and electrical
needs, improving the quality of our air, groundwater and
plant life. West Basin's solar power generating system
enables WBMWD to avoid the production of 420,000 Figure 11: Solar power
generating system at ECLWRF
pounds of greenhouse gas (CO2e) emissions annually.
COMMITMENT 6: INCORPORATE BIODIVERSITY
INTO SITE MANAGEMENT
Biodiversity is defined as the diversity of plant and animal life within a given ecosystem. These
organisms are naturally occurring in the region, but may be threatened by extinction.
Biodiversity and related ecological services have now become important considerations in
managing our treatment facilities.
United Water’s primary business is offering water and wastewater treatment solutions that limit
the physical, chemical and biological impact that human activities could have in the absence of
treatment. We understand that we are an integral part of environmental protection and
consequently biodiversity protection. Through its research and
innovation, our parent company, SUEZ ENVIRONNEMENT is
United Water Idaho is a
winner of the American
constantly improving the treatment technologies for the various
Water
Works Association
effluents discharged back into the environment. The objective at
Education Award for
United Water is to protect biodiversity through site management
Water Efficient
and ensure that we have a positive impact on flora, fauna, lakes,
Landscaping Classes
streams, rivers and the creatures that inhabit our service areas.
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SUSTAINABLE DEVELOPMENT REPORT
2011 COMMITMENTS AND PERFORMANCE
PAGE 19
United Water is focused on understanding more fully the sites and surrounding areas in our
service territories where threatened and endangered species may exist. A guidance document
was prepared and distributed in early 2011 by the Sustainable Development and Environmental
Compliance Departments to assist our teams in the field. Our goal is to create and implement
action plans for the sites that we identify as “sensitive or protected.” In addition, voluntary, probiodiversity actions are encouraged on all sites whether sensitive or not.
Best Practices
Voluntary Biodiversity Programs
United Water participates in many voluntary programs
to promote and protect biodiversity in our service areas
and on our plant sites. Listed below are just a few
examples:

Xeriscape gardening at United Water locations in
Boise, ID; Haworth, NJ and West Basin, CA

Tree planting in Indianapolis, IN in partnership with
the 2011 Super Bowl Tree Campaign and in
Camden, NJ with the New Jersey Tree Foundation

Rain gardening at United Water Delaware and
United Water Pennsylvania

Removing invasive plant species in the watershed at United Water New Jersey

Setting up bird houses at United Water’s partnership in Indianapolis, IN

Protecting the habitat of American bald eagles nesting at United Water New Jersey

Donating and installing a water line and hydrant for the Birds of Prey in Boise, ID

Providing a grant for a green roof for the Nature Conservancy of Indianapolis, IN
Figure 15: Tree planting in
Indianapolis, IN
Birds of Prey, Boise, ID
In an effort to help preserve the birds of prey located in
Boise, ID, 20 United Water employees donated their
time and vendors donated materials to install 470 feet of
new water main, a fire hydrant and relocate an existing
fire hydrant at the World Center for Birds of Prey. This
two-day construction project will not only benefit these
magnificent birds, but will also improve the fire
protection for current and future building. The World
Center for Birds of Prey is an internationally known
leader for the preservation of these birds and is owned
and operated by the Peregrine Fund.
SUSTAINABLE DEVELOPMENT REPORT
2011 COMMITMENTS AND PERFORMANCE
PRIORITY: EMPOWER OUR EMPLOYEES AS ACTORS
OF SUSTAINABLE DEVELOPMENT
At United Water we strive to provide a safe work environment and to further our employees’
motivation and professional growth. Our employees are important beneficiaries of our
Sustainable Development Policy, which recognizes their personal and professional significance
in our organization.
COMMITMENT 7: FOSTER PROFESSIONAL
KNOWLEDGE
United Water’s commitments to Sustainable Development not only drive the success of our
company, but also that of our employees. These commitments create a sense of purpose,
community, volunteerism and help to preserve both natural and human resources.
United Water is dedicated to furthering the
development of our employees.
We
conduct numerous programs that empower
our employees to drive their own career
development, as well as develop the
necessary skills required for advancement.
We are committed to being a leader in the
environmental industry, providing all
participants with an opportunity to
contribute their best every day, both
through their job and volunteer efforts. We
encourage mobility and work to develop
and promote our employees within the
organization,
providing opportunities
Figure 12: In 2011, United Water
across our two business segments as well
employees received approximately 28 total
hours of training, including Health & Safety as within SUEZ ENVIRONNEMENT.
Our SuccessFactors performance management platform includes an Employee Profile, where
employees can build their career resume – including specific work accomplishments, awards and
honors, volunteer work and areas of leadership and functional expertise – as well as express both
their interest in future roles/assignments and their degree of mobility.
United Water offers a robust catalog of learning opportunities for all employees which include
classroom, distance and e-learning, as well as specific assessment tools. We also offer a tuition
and education assistance program that provides funding to employees who pursue a college
degree and specific professional certification programs. Our learning recognition program
acknowledges employees who achieve a degree, professional license or certification.
Our employees are our most valuable resources and we are committed to developing their talents
and fostering their professional knowledge. We are convinced that the motivation, inspiration
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SUSTAINABLE DEVELOPMENT REPORT
2011 COMMITMENTS AND PERFORMANCE
PAGE 21
and innovation of our people make us a successful environmental company. Our commitment to
Sustainable Development motivates our employees to perform at their greatest potential and
encourages them to be catalysts for change, innovation and continuous improvement.
To measure the success of our commitment, United Water tracks the number of hours of training
per employee each year. During 2011, each employee received approximately 28 hours of
training including Health & Safety. The following major training activities were conducted:

Ethics Training

Two Leadership Development Programs

Professional Skills Training

On-line and classroom safety training

Project Manager Action Program

Ethics Training for new employees

Diversity and Inclusion training

Front Line Leadership training
Best Practices
In order to continue to provide our workforce with the skills and knowledge to be successful in
their roles and create alignment with the goals and commitments of the organization, United
Water expanded upon two important training initiatives in 2011. The first was an enhanced level
of Diversity and Inclusion (D&I) training, the second an e-learning module on Ethics.
Diversity
As part of United Water’s commitment to providing a deeper understanding of Diversity and
Inclusion, two different one-day training programs were developed, beginning a multi-year rollout plan to train all employees within the company. Similar in design, there are separate sessions
for managers and staff. The goal of both programs is aligned with our Diversity and Inclusion
Mission, which in part is to “Provide an environment that celebrates individual uniqueness and
enables all employees to contribute to our success and share in the rewards.” Participants in the
program experienced a day filled with discussions and team activities providing tools to enhance
communication skills, facilitating inclusion in our work environment. In addition, participants
learned how D&I applies to our business, our customers and the communities we serve.
Ethics
United Water requires all of its employees to act in an ethical manner in all of their dealings and
in all circumstances, whatever their role and level of responsibility. In order to ensure all
employees are aware of our policies and what is expected of them, an on-line Ethics course was
deployed to employees in 2011. The course provided an overview of our ethics policy and
provided linkage and alignment with the SUEZ ENVIRONNEMENT Ethics Charter. The
course also covered specific topics such as Conflict of Interest, Ethical Decision Making and
Reporting and Raising Questions. Feedback on the program was positive and survey results
validated that employees understood our policies and knew where to direct any questions
regarding specific situations.
SUSTAINABLE DEVELOPMENT REPORT
2011 COMMITMENTS AND PERFORMANCE
PAGE 22
COMMITMENT 8: CONTINUOUSLY STRIVE TO
IMPROVE HEALTH AND SAFETY IN THE
WORKPLACE
In keeping with our commitment to customer service and value, business efficiency, employee
motivation and development and managed growth, United Water’s health and safety program is
an integral part of our initial mobilization efforts
and ongoing operations. United Water firmly
believes that in order to develop and maintain a
safe working environment, safety must be a key
part of all our operations, maintenance and
administrative work practices. Our health and
safety program not only complies with all federal,
state and local regulations, it also ensures that
safety is a responsibility shared by all of our
employees. In addition to establishing safe work
practices, our health and safety program increases Figure 13: In 2011, 86% of United
safety awareness and provides ongoing safety Water’s facilities achieved OSHA lost
training opportunities for all our employees. We time incident and lost time severity
challenge our employees to practice safety as if rates of "Zero"
their lives and the lives of their colleagues depend on it.
In 2011 we provided an average of 22 hours of safety training to all our employees, far exceeding our
goal of 12 hours per employee per year. We also realize that the development of a successful health
and safety program requires a significant dedication of time, management and financial resources.
However, success is not a function of input alone. Health and safety programs must be measured on
the basis of impact – do they reduce workplace injuries and illnesses.
To that end, we are pleased to report that in 2011:

75% of our facilities had an OSHA recordable rate of
zero

82% of our facilities had an OSHA days away, restricted
or transferred (DART) rate of zero

86% of our facilities had an OSHA lost time incident and
a lost time severity rate of zero
In 2011, United Water’s
project in Wixom, MI
received the Michigan Water
Environment Federation
George W. Burke Jr.
Safety Award
United Water’s experience modification rate (EMR) as calculated by the National Council on
Compensation Insurance, Inc. (NCCI) fell from 0.96 in 2011 to 0.70 for 2012, well below the
industry average of 1.0 and is another indicator of the positive impact our health and safety
program is having on our workplace injuries and illnesses.
SUSTAINABLE DEVELOPMENT REPORT
2011 COMMITMENTS AND PERFORMANCE
Going Forward
For 2012, our philosophy continues to be “good is not good enough”. United Water will never be
satisfied until we are accident free every day. To reach that “best in class” status, we continue to
shift our health and safety program away from compliance-based to a culture-based program.
Figure 14: United Water's Health and Safety Program has matured and improved
over the years and we now instill safety into the DNA of our culture
During 2012, United Water is promoting safe work planning,
continued manager/supervisor involvement, “60 Seconds for Safety,”
and risk assessment programs to insure our employees think before
they act.
We are also focusing our 2012 capital investments to
engineer out any hazards or dangers before new facilities are built or
upgrades are completed. By combining these initiatives with the elearning program, 24-hour incident reporting hotline, safety
management “walkabout” program, safety contract program,
WorkCare program and 15-point health and safety management
system, we can address employee awareness, commitment and
behavioral issues that will enable us to reach “best in class” results.
Figure 15: Programs
such as "60 Seconds
for Safety" bring
continued focus to
safe work practices
PAGE 23
SUSTAINABLE DEVELOPMENT REPORT
2011 COMMITMENTS AND PERFORMANCE
Best Practices
OSHA’s Voluntary Protection Plan
OSHA’s Voluntary Protection Plan (VPP) is a
health and safety management program that
recognizes and promotes the efforts of
employers and employees who have achieved
outstanding health and safety records. In
OSHA’s VPP program, management, labor
and OSHA establish a partnership that results
in a comprehensive and effective health and
safety management system in each
participating workplace.
In essence, OSHA’s VPP program establishes
performance-based, measurable criteria for a managed health and safety program. Workplaces
who feel they have a strong health and safety management program are invited to apply and are
then assessed against the criteria. If they meet the criteria, they are assigned to one of three VPP
programs. The programs are:
Star - recognizes sites that have distinguished themselves with the highest level of safety and
health excellence.
Merit - is a program for organizations that are not qualified for STAR level, but appear to be
close to qualifying. Merit sites must have specific goals for enhancing their safety and health
program to meet Star requirements and are evaluated onsite annually.
Star Demonstration - Recognition for work sites that address unique safety and health issues.
United Water is proud that our Wixom Wastewater Treatment Plant has achieved the highest
“Star” recognition. The Wixom facility, jointly operated by United Water and the City of
Wixom, illustrates the commitment United Water places on health and safety, the depth of our
health and safety management systems which are driving cultural changes and the strength of a
successful public-private partnership.
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SUSTAINABLE DEVELOPMENT REPORT
2011 COMMITMENTS AND PERFORMANCE
PAGE 25
COMMITMENT 9: COMMIT TO DIVERSITY
United Water creates and maintains an environment that celebrates individual uniqueness and
enables all employees to contribute to our success and share in the rewards. At United Water,
diversity means embracing differences among individuals in our workforce, suppliers and
communities. Diversity, to us, includes areas such as age, business background, culture,
disability, educational level, employee status, ethnicity, family status, gender, national origin,
race, religion, sexual orientation, social class and thinking styles. Our similarities and
differences offer us the opportunity to leverage endless possibilities for personal, corporate, and
community development.
United Water is committed to identifying and establishing business relationships with certified
diverse suppliers whose firms are owned by minorities, women, disadvantaged or small
disadvantaged businesses, veterans and service-disabled veterans or are located in a
historically underutilized business zones such as an Indian reservation
In 2009, United Water created a diversity council and a full-time position was dedicated towards
diversity promotion and inclusion. This helped establish United Water as the reference company
in the water industry, recognized for its commitment to diversity and inclusion. By further
embracing cultural and gender diversity, United Water enriches its range of profiles, talents,
sensitivity and knowledge, making it better prepared not only to understand the expectations of
the people we serve, but also to operate its
business as efficiently as possible. Throughout
October of each year, we celebrate National
Awareness Diversity Month.
We also recognize the need for continuous
improvement and strive to further our gender
ratio in the workforce and in management. In
2011, United Water published the first
Diversity and Inclusion Stewardship Report
on www.unitedwater.com.
Figure 16: This report brings focus on
United Water’s D&I efforts and 2011
results
SUSTAINABLE DEVELOPMENT REPORT
2011 COMMITMENTS AND PERFORMANCE
PAGE 26
United Water’s Diversity and Inclusion Goals include:
Workforce: Recruit, develop and retain a workforce at all levels of the organization that reflects
our communities, clients and qualified labor pool.
Environment: Provide a work environment where all employees feel included and engaged and
show respect and appreciation for diversity.
Customers: Improve customer service and drive market growth by understanding and reflecting
the diverse current customer and potential clients.
Community: Support the communities in which we serve by promoting philanthropic, social
and educational programs that reach diverse constituents.
Suppliers: Develop a supplier base that is diverse and that demonstrates commitment to
diversity within its own operations.
Best Practices
Building a Strong Supply Chain
Torry McAlvain’s Native American-owned business in Boise,
ID has been part of the United Water team for the past quarter
of a century. McAlvain Construction has worked on dozens of
United Water projects since Torry’s father started the company
in 1980. A member of the Choctaw Nation like his father,
McAlvain is now CEO of one of the largest and most prominent
construction firms in Idaho, as ranked by the Idaho Business
Review. Recent work provided for United Water included the
Hilton Well Greensand Treatment Project and the 600,000gallon Boulder Concrete Reservoir. United Water’s supplier
spend with certified diverse suppliers such as McAlvain
Construction was $13 million in 2011.
The Bergis Mamudi
Diversity and Inclusion
Award was established to
honor and recognize
exemplary individuals or
workgroups who
incorporate Diversity and
Inclusion goals and
objectives within our
communities and work
environments
Bob Iacullo, President and
COO of United Water, was
a key note speaker at the
2011 New York New Jersey
Minority Supplier
Development Council’s
Sustainability Summit.
Bob served on the Plenary
Panel for Innovative
Sustainability Partnering
Improving Recruitment and Careers for
Women
In 2011, Nadine Leslie became the first woman president at
United Water, a significant and visible action in United Water’s
efforts to promote women to senior, decision-making positions.
Ms. Leslie is responsible for more than 100 water and
wastewater operations throughout North America and managed
by the company’s Environmental Services segments. Today,
women managers represent nearly 20% of United Water’s
workforce. United Water is committed to increasing the number
of female managers to 28% by 2015.
SUSTAINABLE DEVELOPMENT REPORT
2011 COMMITMENTS AND PERFORMANCE
PAGE 27
PRIORITY: BUILD OUR DEVELOPMENT GOALS WITH
ALL STAKEHOLDERS
We pledge to take into account the expectations of our stakeholders and partners and to foster
open dialogue and constructive collaboration. We strive to communicate our activities and
performance to both our internal and external stakeholders.
COMMITMENT 10: MAINTAIN AN ACTIVE DIALOGUE
WITH OUR STAKEHOLDERS
United Water organizes regular stakeholder meetings at all
relevant levels of the organization to help align the
company’s strategy with the expectations of society.
Stakeholders are defined as those individuals or
organizations that can affect or are affected by the
organization’s actions. United Water’s internal and external
stakeholders are defined below:

Internal stakeholders are employees, labor unions,
SENA, SUEZ ENVIRONNEMENT and GDF-SUEZ

External stakeholders are external partners such as
customers, clients, Non-governmental Organizations
(NGO), academics, elected officials, regulators and
customer advisory panels
United Water has created
a partnership with the
University of Arizona and our
client, the West Basin
Municipal Water District, to
conduct research and create
a shared learning opportunity.
United Water has provided a
fellowship to a student at the
university who will conduct
research under the direction of
Professor Shane Snyder. The
collaboration creates value
and seeks solutions of
common interest
United Water strives to effectively engage our stakeholders
by creating useful interactions to exchange information, obtain knowledgeable feedback and
communicate openly and transparently. By using this proactive approach to effective
communication, the expectations of the stakeholders are clearly understood and used to actively
guide United Water’s strategy. United
Water is engaging our stakeholders and
creating partnerships based on a shared
vision, shared learning and value creation.
These collaborations are goal-oriented and
seek to find solutions and guide decision
making. A good example of this type of
collaboration is United Water’s Customer
Advisory Panels (CAPs), which exist in
seven of our service areas. CAPs have
been formed as a means for United Water
Figure 217: United Water New Jersey’s
to obtain feedback from our customers.
Customer Advisory Panel
SUSTAINABLE DEVELOPMENT REPORT
2011 COMMITMENTS AND PERFORMANCE
This feedback is used to guide United Water on issues or matters relevant to the company, water
industry, water supply, water quality and water rates among others. These meetings also serve as
a means for the company to present new initiatives and programs for critique and evaluation by
the CAPs. CAP members are compensated for their participation and meet quarterly with an
independent moderator conducting the meetings.
Best Practices
Initiative for Global Environmental
Leadership (IGEL)
United Water is a founding partner and board
member of the Initiative for Global Environmental
Leadership (IGEL) in conjunction with the
Wharton School and the University of
Pennsylvania. Their mission is to develop and disseminate business solutions to sustainability on
a global scale through future leaders and public outreach regarding best business practices and
sustainable profit. Patrick Cairo, Senior Vice President of Commercial Development at United
Water has been a board member of IGEL since its inception. With planning assistance from
United Water, IGEL holds an annual conference featuring expert speakers from around the globe
and has included speakers from SUEZ ENVIRONNEMENT and United Water. The University
of Pennsylvania designated 2011 as the Year of Water. IGEL’s fourth annual conference was
held on World Water Day at the Wharton School on the University of Pennsylvania campus.
The conference was dedicated to Valuing Water: Business Challenges and Opportunities for
Innovation. Barbara Paxton, United Water’s Director of Sustainable Development, contributed
by serving on a panel and providing a presentation on Water as a
Driver for Innovation.
United Negro College Fund
In 2010, United Water began the first year of the partnership with
UNCF (United Negro College Fund) and its Corporate Scholars
internship program. The program is designed to provide up to 20
college students paid summer internships at United Water over the
next four years. UNCF will provide access to students at their 39
member schools and select other schools chosen by United Water.
The students begin the first internship after the summer of their
sophomore year of study. If the intern successfully completes their
summer internship, he or she is awarded a scholarship during their
junior school year and returns to United Water for a second internship
experience the summer after their junior year. The goal is that after
graduation and where openings exist, United Water will offer full-time
opportunities to students. In 2011, United Water provided internship
opportunities as well as scholarships to nine students at locations
across the United States.
PAGE 28
SUSTAINABLE DEVELOPMENT REPORT
2011 COMMITMENTS AND PERFORMANCE
PAGE 29
Project Lighthouse: Navigating to a Superior Customer Experience
Project Lighthouse is the new Customer Care and Billing
(CC&B) system that was implemented on time and on budget
during 2011. This system is used to generate bills for customers,
update customer information, schedule work and determine
credit and collection activities. After more than two years of
planning, developing and training, the CC&B system is fully
launched and will provide better data management, consistency,
reporting and productivity. It is a user-friendly tool for the
Customer Service Team that will provide better, more consistent
access to information when interacting with customers. Project Lighthouse is an innovative
solution that will enable our customer service professionals to deliver a superior customer
experience to United Water customers.
According to United
Water’s Customer
Experience Survey,
our customer satisfaction
rating has improved
by 18% in the past five
years with an
overall rating of 85%
COMMITMENT 11: BE A KEY ACTOR OF LOCAL
SUSTAINABLE DEVELOPMENT
United Water actively participates in the social and
economic life of the communities that we serve by partnering
with local authorities in sustainable development initiatives.
These efforts are targeted to cultivate an effective
stakeholder dialogue and generate defined social action plans
that structure our contribution to the local area along lines
that are environmentally and socially focused.
Figure 18: United Water San
Antonio’s Project Manager,
Joe Thaxton receives an
award for outstanding
community service.
In addition to stakeholder dialogue in local and regional
communities, United Water is building partnerships with
nonprofit organizations dedicated to environmental,
educational and humanitarian services. Our goal is to
provide leadership and volunteerism and give back to the
communities in our service areas. From coast to coast,
United Water employees can be found making a difference
by volunteering with local nonprofit organizations and
participating in activities such as river and beach cleanups,
planting trees, serving meals to the needy, repairing homes
and a multitude of other worthy efforts.
United Water hosts environmental and humanitarian
community events at various locations around the country.
In 2010, we launched the United Water Foundation, which provides a means of giving within our
focus areas of education, environment and health and humanitarian services. Through the United
Water Foundation, philanthropic contributions were made during 2011 of approximately
$2,000,000.
SUSTAINABLE DEVELOPMENT REPORT
2011 COMMITMENTS AND PERFORMANCE
PAGE 30
Best Practices
Habitat for Humanity
Along with a $15,000 contribution, employees at
United Water in Indianapolis, IN rolled up their
sleeves for their first-ever Habitat for Humanity
home building event. Through volunteer labor
and donations, the non-profit organization builds
or rehabilitates simple, decent houses alongside
homeowners (partner families). In addition to a
down payment and monthly mortgage payments,
homeowners invest hundreds of hours of their
own labor (sweat equity) into building their
Habitat house and the houses of others. Our Figure 19: Habitat for Humanity home
employees helped build the organization’s building in Indianapolis
second LEED Certified home in the Indianapolis
area. LEED, or Leadership in Energy and Environmental Design, is an internationally recognized
green building certification system created for better environmental and health performance.
Water for People
Water for People, www.waterforpeople.org, is an
international humanitarian organization comprised of
dedicated people who recognize that water is a primary
building block of life. United Water supports Water for
People both financially and operationally through corporate
and employee donations, and through lending its expertise
in the field. Working side by side with communities to
improve their drinking water, Water for People helps its
partners undertake local water and environmental health
efforts.
Water for People helps local communities install simple,
low-cost water pumps, water tap stands, showers and
latrines. The benefits of these water systems helps the
people in these communities discover the freedom that
improved health affords, which, in turn, creates a cycle of empowerment that impacts these
communities for current generations and those to come.
Figure 20: Water for People
honored two United Water
employees in 2010
In 2010, Water for People honored two of United Water employees with the Kenneth J. Miller
Founder’s Award. The Founders’ Award is a special recognition for volunteers who show
outstanding service to Water for People's international humanitarian effort.
SUSTAINABLE DEVELOPMENT REPORT
2011 COMMITMENTS AND PERFORMANCE
PAGE 31
United Water Indianapolis
In Indianapolis, IN, United Water developed a
Community Relations and Environmental Partnership
Program with city leaders, which outlines seven
programs for implementation throughout the city.
Through this effort, United Water donates more than
$800,000 annually in direct contributions and in-kind
services to hundreds of local organizations and
groups throughout Marion County. Our primary
giving focus is to support nonprofit organizations
dedicated to the environment, education, diversity and
humanitarian services. The Community Relations
Partnership Program is composed of the following
seven programs:

Community Relations
(CREG) Program

Mobile Environmental Education Program

Spray Grounds for Parks Department

Planting of trees throughout the City

Adopt-a-School Program

Green Power Program

Green Infrastructure Grant Program
Environmental
Grant Figure 21: Indianapolis spray
As a highlight of one of these partnership programs,
the Green Infrastructure Grant Program provides
funds of $100,000 per year for projects that promote
green infrastructure construction, reduce energy
consumption and limit negative impacts on the
environment. This program helps manage and treat
stormwater runoff through the use of natural systems
or engineered systems that replicate natural methods.
The primary goal of green infrastructure is to capture
stormwater where it falls so that it can be cleaned,
infiltrated into the soil and slowly released into rivers
and streams. By slowing the release and reducing the
amount of rain water into the sewer system, these
strategies also help alleviate Combined Sewer
Overflows (CSO).
ground park at a city playground
Figure 22: The Green Roof at the
Indianapolis Nature Conservancy
helps minimize stormwater
overflows
SUSTAINABLE DEVELOPMENT REPORT
2011 COMMITMENTS AND PERFORMANCE
Over the past four years, United Water has committed over $400,000 to this initiative. We are
helping the City of Indianapolis to become greener by assisting organizations that are building
green roofs, purchasing rain barrels and cisterns, installing porous pavement and constructing
wetlands. To date, United Water has helped 23 organizations across Marion County with green
infrastructure projects.
United Water is Making a Difference
From coast to coast, United Water is making a difference by volunteering and building
partnerships with environmental, educational and humanitarian organizations. Our goal is to
provide leadership and volunteerism and give back to the communities in the areas we serve and
live in. Below is a sample of the organizations supported by United Water’s efforts.
PAGE 32
SUSTAINABLE DEVELOPMENT REPORT
2011 COMMITMENTS AND PERFORMANCE
COMMITMENT 12: PROVIDE REGULAR AND EASILY
ACCESSIBLE INFORMATION ABOUT OUR
SUSTAINABLE DEVELOPMENT ACTIVITIES
As a business unit of SUEZ ENVIRONNEMENT
NORTH AMERICA, United Water’s sustainability
reporting is integrated into the global reporting of SUEZ
ENVIRONNEMENT,
www.suezenvironnement.com.
As a public entity and our parent company, they
communicate economic, social and environmental
performance through a reporting tool following the
Global Reporting Initiative guidelines. SUEZ
ENVIRONNEMENT is regularly evaluated by nonfinancial rating agencies such as Sustainable Asset
Management and Vigeo and is now represented on the
following indices:

Dow Jones Sustainability Index World and Dow
Jones Sustainability Index STOXX

Advanced Sustainable Performance Indices
Eurozone and Ethibel Sustainability Indices
Excellence Europe

FTSE4Good Index
United Water strives to improve transparency and reporting on its environmental, social and
governance performance by publishing the 2011 Sustainable Development Commitment and
Performance Report on our website, www.unitedwater.com.
PAGE 33