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Reliable Water, Lasting Impact

Rowland Heights, CA (March 1, 2025) – "Caring for our Neighbors" isn’t only a motto at Rowland Water District (RWD).   It is the organization’s guiding principle. And that extraordinary commitment reaches far beyond the service area, across the Pacific to the Philippines and Norzagaray Water District (NorWD).  Initially a technical exchange, the transformative partnership brings hope, resilience, and sustainable solutions to both utilities and ultimately their customers.

RWD and NorWD have a lot in common as water providers.  RWD serves a 17.2-square-mile area in southeastern Los Angeles County, providing potable and recycled water to approximately 55,000 residents through 13,500 service connections. NorWD has a total of 19,131 active connections covering nine out of thirteen barangays. The district currently serves 69.2% of Norzagaray’s total population of approximately 136,000. 

Over a week-long period in October 2024, RWD General Manager Tom Coleman, Assistant General Manager Dusty Moisio, and Director of Finance Myra Malner led a team over 7,000 miles to mentor NorWD, sharing knowledge and expertise in distribution, operations, financial planning, and outreach. The shared experience reinforced the human impact of access to reliable water. Through a series of learning processes and a formal Memorandum of Understanding, the partnership ensures lasting collaboration for the future.

Supported by the Asian Development Bank’s Water Organizations Partnership for Resilience (WOP4R) program and the Netherlands-based engineering firm Royal HaskoningDHV (RHDHV), the program tackles critical water infrastructure and operations issues in a region where millions do not take safe drinking water for granted.   RWD’s mentorship is helping NorWD improve operations, reduce service disruptions, and enhance water quality, delivering real, life-changing benefits to the communities they serve.

For RWD General Manager Tom Coleman, the impact is equally profound.  He has supported this idea, not just to help his counterparts across the globe, but to strengthen his own team. “When our employees see firsthand the challenges our colleagues face, they return more engaged, more committed, and more passionate about the service they provide to our customers,” Coleman said. “This relationship isn’t just about technical expertise—it’s about building stronger people, better leaders, and a deeper sense of purpose. It reminds us all why we do what we do.”

The experience was especially meaningful for Malner who appreciated seeing ‘operations in action.’

 “Giving back to the country where I grew up, where my work ethic and personal values were shaped, was incredibly fulfilling,” she shared. “This went beyond a professional journey—it was deeply personal.”

In the Philippines, the RWD team engaged in NorWD’s daily challenges, participating in site visits, strategic sessions, and hands-on exercises with staff to identify operational needs.  Budgets, tariffs, and customer billing systems were all part of the overall learning experience.

“As a finance person, I was particularly impressed with how the NorWD team makes the most of their operations despite budget constraints,” Malner added. 

In February 2025, five members of the NorWD staff traveled to RWD on a reciprocal journey, experiencing firsthand the district’s operational efficiencies, customer service strategies, and long-term planning. They participated in workshops including advanced metering technology, emergency response planning, and financial best practices – all critical in building and advancing resilient water systems.

“This visit has been an enlightening and instructive experience for us,” said NorWD General Manager Aimer Cruz, known simply as “GM” among the team.  “Witnessing Rowland Water District’s tremendous efficiency and firm commitment to its customers has given us powerful insight.  We look forward to taking these lessons home and using them to improve our own water operation and facilities for our customers.”

The exchange underscored the power of collaboration, proving that by sharing knowledge and passion for its customers and stakeholders, both districts can create lasting impacts on their communities.

Marking a significant milestone in the partnership, a formal board meeting was held at Rowland Water District on February 25th.  NorWD staff had the opportunity to observe RWD’s governance in action with representatives from both districts solidifying their commitment to collaboration by signing a Memorandum of Understanding (MOU). This agreement formalizes their dedication to enhance water infrastructure, improve operational efficiencies, and implement sustainable water management strategies.

“We were honored to welcome the team from Norzagaray Water District as part of our ongoing commitment to care for our neighbors, right next door and across the globe,” said RWD Board President John Bellah.  “By working together, we can enhance our ability to serve our communities and navigate the challenges of an ever-changing water industry.”

Beyond technical and operational training, transparency and team building took center stage for both districts.   RWD and NorWD partnered with Breaking the Chain Consulting, a firm specializing in organizational development and leadership training.  Through CliftonStrengths assessments, team members identified their core talents allowing for better alignment of roles, a more collaborative workforce, and enhanced productivity.

“When individuals are placed in positions where they can thrive, teams become more cohesive, resilient, and innovative in problem-solving,” Breaking the Chain CEO Jim Uhl said.  “It was a privilege to see these two cultures come together and take part in such a meaningful exchange of ideas.”

“This experience has been rewarding in so many important ways,” said RWD Assistant General Manager Dusty Moisio. “Not only have we been able to share our work experience, but we’ve also been able to study our differences and learn additional ways to approach challenges in our own operations.”

Kristine Hayo, Program Specialist at RHDHV, emphasized the broader impact of international partnerships. “This collaboration is an example of how knowledge-sharing across borders can strengthen water resilience.  It is partnerships like these that create long-term improvements in water management and community well-being.” RHDHV Team Leader and Facilitator Henry Manguerra’s team focused on facilitating the partnership between RWD and NWD, identifying several plans for improvement, including reducing non-revenue water, enhancing performance monitoring, and improving asset management through technical training for district personnel.  “The challenges may differ, but the commitment to sustainable water management is universal,” he added.   

With ADB covering major expenses for the reciprocal program, both organizations benefit. Since 2007, ADB has supported numerous partnerships worldwide that have improved service coverage, financial sustainability, and operational efficiency. 

Looking ahead, both districts plan to document key lessons learned, set examples for additional cross-border partnerships, and share their experiences with other communities and institutions. An open platform will be developed to highlight further improvement options and innovations from this alliance among districts and teams, with the hope of inspiring similar initiatives worldwide.

For Coleman, this partnership is more than a professional endeavor—it’s a reaffirmation of why public service matters.

“At the end of the day, this is about people,” he said. “Clean, reliable water isn’t just infrastructure—it’s dignity, health, and opportunity. And when we come together, we can make a difference that spans generations.”