Kota Kinabalu: The National Water Services Commission (Span) is using artificial intelligence and social media apps to get consumers in Peninsula Malaysia and Labuan to use water sustainably.
“We spend millions every year on conventional education campaigns. But old-style awareness campaigns have not worked well,” said Span Corporate Communications Director Mohd Fazil Ismail (pic).
“Thus, pushing Span to try smarter ways to connect with people and get the water conservation messages across,” he said at the Asiawater Sabah Roadshow held recently at the Sabah International Convention Centre which outlined Span’s shift towards digital solutions.
Span is an agency under the Ministry of Energy Transition and Water Transformation that regulates services in Peninsular Malaysia and Labuan. It does not have jurisdiction in Sabah and Sarawak.
He said Malaysia faces water problems that need everyone’s help to solve.
“People use too much water daily, about 225 litres per person in Peninsular Malaysia and Labuan.
“This is way above the government target of 160 litres, putting stress on water supplies and treatment plants.
“Water companies lose millions yearly from pipe leaks and water theft.
“Climate change makes weather patterns unpredictable, affecting water supply and quality. We used to expect monsoons at year end. Now monsoons can happen anytime,” he said.
Getting people involved in water programs remains difficult, like river cleaning projects covering 10,000 kilometres.
“We ask for volunteers. Almost no one wants to join,” he said, noting low public participation.
“Many people do not know that most water companies in Peninsular Malaysia barely make profits.
“People do not know if the water industry is struggling. They lack knowledge about what is happening,” he said.
He said Span tackles these problems using tech-based programs that are simple and easy to access.
Span uses artificial intelligence and ChatGPT to process information and get results quickly.
Social media, especially TikTok, helps reach younger people with water-saving messages.
“TikTok is powerful. Social media is powerful. When something trends, people spend time, effort and money on it.
“Today’s audiences only spend 30 seconds looking at online content before moving on. If you cannot grab their attention in 30 seconds, forget it,” he said, adding that most effective videos are now under three minutes to keep viewers interested.
He said providing real-time information helps people trust water companies and make better choices about water use.
“Smart technology changes how water companies serve customers and manage resources,” he said, citing smart water meters in Selangor, Melaka and Johor giving accurate usage information with instant alerts.
“Online billing systems, like Air Selangor’s website, let customers pay bills and make complaints easily.
“Leak detection systems help reduce water loss while cutting costs for water companies,” he said.
He said Span also holds campaigns like “Jom Jimat Air” to promote water saving and efficient water products.
“Our “Water Wise” programme gets university students involved through competitions with prizes up to RM18,000.
“Additionally, Span works with newspapers, schools, community groups and government agencies on water conservation.
“School partnerships through “Sekolah Rakan Span” teach students about saving water,” he said.
Span also holds roadshows for people who prefer meeting face-to-face over online interaction.
“Not everyone likes online interaction. Some prefer meeting in person,” he said.
Future plans include using more artificial intelligence and linking campaigns to environmental goals.
Programs targeting young people are aware that different generations communicate differently.
“We need to reach Gen Z. They communicate differently from older generations,” he said, adding that Span uses Facebook, Instagram, Twitter, TikTok and YouTube to share information widely.
“Having many online platforms gives people different ways to get information and ask questions.
“Smart solutions need teamwork, with Span collaborating with water companies in different states.
“Using technology promises better results for Malaysia’s efforts to use water more sustainably,” he said.
