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Public Utility Services Center Co.,Ltd.

About Us

History and Corporate Policy

PUC was established in 1966. Over 50 years, we have mainly conducted water relating services such as operating water tariff system and billing in Tokyo.

In 2004, Tokyo Metropolitan Waterworks Bureau and PUC launched the Public-Private Partnership.This strategic management partnership has been successful on many levels. By working together, we have made significant progress in service quality and efficiency.

PUC is dedicated to improving better water service in Tokyo.

Profile

Company Name Public Utility Services Center Co.,Ltd.
Head Office 37th Floor, Shinjuku I-Land Tower Building,
6-5-1 Nishi-Shinjuku,
Shinjuku-ku, Tokyo 163-1337
Japan
Tel +81-3-3343-4560
Date of Establishment August, 1966
Capital 100 Million Yen
Main Shareholder Tokyo Metropolitan Government(Bureau of Waterworks)(56%)
Number of Employees 664(as of April 2019)
Corporate Profile Click here to see our "Corporate profile" in details.

Certification

Privacy Mark 11820050(11)[JIS Q 15001:2006]
ISMS
(Information Security Management System)
JUSE-IR-010[JIS Q 27001:2014(ISO/IEC 27001:2013)]
QMS
(Quality Management System)
JUSE-RA-638[JIS Q 9001:2015(ISO 9001:2015)]

Working Synergistically

PUC has achieved the higher performance by uniting our business functions comprised of call center, service station, computer center and consultancy services.

Call Center Operation

Establishing and operating efficient water service call centers.

  • Planning and designing
  • Operation of call center
  • Staff training
  • Data analysis and evaluation
  • Process improvement
  • Technical support

At present, 400 staff members of PUC receive and answer various contacts from Tokyo Water’s 7.1 million customers at two centers.

Customer Service Operation

Supporting customers with swift and reliable services.

  • Operation of service stations
  • Reception for starting/stopping customer accounts
  • Administration service for meter reading companies
  • Operation of a customer information system

PUC operates 5 Branch Stations of Tokyo Metropolitan Waterworks Bureau in the East of Tokyo which accommodate 5.26 million customers and 12 Services Stations in the West of Tokyo which have 1.89 million customers.

IT System Operation

Developing optimum IT systems suitable for users comprehensively supporting and maintaining network operations.

  • System development and operation
  • Construction of an on-line network
  • Web system development
  • Hardware/software introduction
  • Customization of software package

PUC has IT know-how accumulated by the development and operation of water tariff collecting system of Tokyo Metropolitan Waterworks Bureau.

We have built a wide area network (WAN) system connecting 7.1 million customer information and operate it 24 hours, everyday.

The WAN system realizes seamless connection of works uniting computer center, branch stations, service stations, and call centers.

Consultancy Services

Consulting and providing solutions for water utilities on improvement of management

  • Water utility’s efficient and accurate billing and collecting with IT solutions
  • Water utility’s effective customer services
  • Public institution’s efficient business process

PUC has more than 50 years experience on IT solutions and customer services in water supply sector and has offered various consultancy services at many occasions.

Library

2011
The 4th IWA-ASPIRE
Tokyo Waterworks PPP for Customer Services Effectiveness and Future outlook - (PDF)
From a Conventional Water Service Operation System to a Widely Integrated System (PDF)
A Look at the Contribution and Future of IT in Customer Service for the Tokyo Waterworks (PDF)
2012
IWA World Water Congress & Exhibition
A Workflow System for Drastic Business Innovation in Water Service Operation (PDF)
2013
The 5th IWA-ASPIRE
The Impacts of ICT on Waterworks Service Operations (PDF)
2014
SIWW(Singapore International Water Week)
Working Synergistically (PDF)
2014
IWA World Water Congress & Exhibition
Adapting to the Diversification of Consumer and Societal Needs through Utilizing ICT (PDF)
2015
Myanmar Water 2015
Marked 99.9% Water Tariff Collection Rate in Tokyo (PDF)
2015
The 6th IWA-ASPIRE
Improvement of Operational Efficiency in Water Fee Collection by Using Value-Added Networks (VANs)(PDF)
2016
IWA World Water Congress & Exhibition
Utilizing ICT to Develop Human Resources Efficiently(PDF)
2017
The 7th IWA-ASPIRE
Sustainable Water Supply in Developing Countries: How Public Works Style reformed to Autonomous Utility Style (PDF)
2018
IWA World Water Congress & Exhibition
How Water Utility Set Captal Costs In Water Tariff Raise (PDF)
Example Of The Utilization Of Big Data For Workforce Management In The Call Center Of The Tokyo Waterworks (PDF)
Water charge collection processing system necessary for the promotion of wide-range cooperation (PDF)
Establishment Of Website Enabling Pay-as-you-go Credit Card System To Be Used For Water Charge Payments (PDF)
Improvement in OJT for New Employees through Visualization (PDF)
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