Sustainability r e p o r t - Sabesp

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The concession agreement renewal goal reached 14 executed agreements.However, in 2009, 40 authorization acts were approved by city councils, includingthe São Paulo City Council, which represented a major step for the renewal ofthe concession agreements. Table 1 lists the ten main 2009 goals and the resultsreached by the Company.The process continues to be improved, with equally challenging goals. The tenmain goals for 2010 (Table 2) have only one change in relation to 2009, which isthe replacement of the formal contracting with cities by the number of complaintsfiled with the consumer protection agency (Procon), an item which was part of the2008 ten main goals. The inclusion of two goals measuring customer satisfactionis a way to show that this factor is one of our priorities.Table 1: The ten main 2009 goalsDescription Goal CompletionWater supply service rateTrend to universalserviceTrend to universalserviceNew Water Connections (in thousands) 158.8 200.9Sewage Collection Service Rate 80.1% 80.2%New Sewage Connections (thousands) 160 184.1Collected Sewage Treatment Rate 73.7% 74.3%Revenue Loss rate 26% 26%Metering Losses (liters per connection x day) 397 402Customer Satisfaction Rate (1) 80% 76%Reduction in Number of Occupational Accidents (2) 177 143EBITDA Margin 47.1% 40.7%Units with implemented Environmental Management System(SGA) (number of business units)26 26Investments (in billions of reais) (3) 1.650 1.726Formal Contracting with Cities (number of cities) (4) 89 14(1) Customer satisfaction survey.(2) Excludes commuting accidents and occupational diseases.(3) Excludes PPP, arrangement with PMSP, and lease of assets.(4) This year, 40 authorization acts were approved, including by the São Paulo City Council.Table 2: The ten main 2010 goalsDescriptionWater supply service rateGoalTrend to universalserviceNew Water Connections (connections) 148,460Sewage Collection Service Rate (%) 81.2New Sewage Connections (connections) 180,013Collected Sewage Treatment Rate (%) 75.3Revenue Loss Rate (%) 24Metering Losses (liters per connection x day) 373Customer Satisfaction Rate (%) 80Complaints with PROCON (complaints/million of customers) 2.25Maximum number of occupational accidents 120(1)EBITDA Margin (%) 44.4(2)Increase in Billed Sales Volume (m3/million) 3,316.9ISO 14001 Certified Units 65Investments (in billions of reais) 1.767 (3)(1) does not include commuting accidents and accidents without leave of absence.(2) Excludes reversal of PMSP’s allowance for doubtful accounts.(3) Excludes PPP, arrangement with PMSP, and lease of assets.26 Relatório de Sustentabilidade 2009 27
Corporate ManagementTo be recognized as the company that, within itsarea of operation, with a focus on the customer,has universalized water and sewage services, in acompetitive and sustainable way, with excellencein environmental solutions.View of the Guaraúx WTPx
Page 1 and 2: Sustainabilityr e p o r t2009
Page 3 and 4: Table of ContentsTablesMessage from
Page 5 and 6: A water and sewagecompany focused o
Page 7 and 8: Sabesp is for the third consecutive
Page 9 and 10: About SabespGRI 2.1 / 2.2 / 2.3 / 2
Page 11 and 12: In addition to providing basic sani
Page 13: 2009 and2010 goalsSetting goals hel
Page 17 and 18: Investmentacceleration towarduniver
Page 19 and 20: Structuring programsInvestment acce
Page 21 and 22: Metropolitan Water ProgramThis prog
Page 23 and 24: Taubaté and Tremembé have the bes
Page 25 and 26: Market consolidationand contractual
Page 27 and 28: Asset Base OptimizationThe optimiza
Page 29 and 30: ManagementmodernizationWe are under
Page 31 and 32: Profit Sharing Program (PPR)By tyin
Page 33 and 34: Some of 2009 highlights are as foll
Page 35 and 36: develop technologies and knowledge
Page 37 and 38: Some of the proposals included:•
Page 39 and 40: Alberto GoldmanMember of the Board
Page 41 and 42: Management Compensation GRI 4.5Acco
Page 43 and 44: Economic andfinancial performanceIn
Page 45 and 46: International Reconstruction and De
Page 47 and 48: Environmentit is Sabesp’sraison-d
Page 49 and 50: One of the topicsdiscussed in commi
Page 51 and 52: EN 18 Pioneering use of solar energ
Page 53 and 54: Good environmentalpracticesThrougho
Page 55 and 56: Green ITIn August 2009, we issued a
Page 57 and 58: Abraço Verde (Green Hug)The purpos
Page 59 and 60: Survey to point out priority areas
Page 61 and 62: Sabesp’s contribution to the eigh
Page 63 and 64: Ombudsman OfficeThe Ombudsman Offic
Page 65 and 66:
Table 23: LA1 Number of employees b
Page 67 and 68:
Sabesp Corporate University (UES)Sa
Page 69 and 70:
discusses the emergency conditions
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SocialprogramsCommunity RelationsSO
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Sabesp MemoryThe former building of
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Victory of the life, health, and en
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ReportbenchmarksPeriod and limitsTh
Page 79 and 80:
GRI 3.6 This report gathers the mai
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GRI G3 IndicatorPageGRI G3 Indicato
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CorporateinformationWebpage:http://
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Sustainability r e p o r t - Sabesp

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