In their ongoing effort to unravel how to manage and reduce Non-Revenue Water (NRW), the partners of the Nakuru-Kisumu WaterWorX Water Operators' Partnership (WOP) shared their experience in NRW reduction on a webinar hosted by the WaterWorX NRW Community of Practice.
Why is customer orientation needed for water utilities?
Two guidelines, Customer Survey and Complaint Management, have been made by COP-members (Community Of Practice) of WaterWorX and are based on many experiences in different countries. The guidelines lay out many important steps utilities can take for designing and implementing a customer survey and complaint management.
Developed by WaterWorX Community of Practice Customer Relations, this document intends to serve as a guideline for setting up and improving a customer survey.
Developed by WaterWorX Community of Practice Customer Relations, this document intends to serve as a guideline for setting up and improving the customer complaint process.
In mid-July 2021, over 50 water, sanitation and hygiene practitioners (team leaders, thematic experts, portfolio managers) from around the world participated in a webinar that reflected on the findings of a completed Review of achieved results, underlying approaches and contributing factors to success of 8 Non-Revenue Water (NRW) reduction interventions by 19 water operators in Asia and Africa between 2012 and 2019.
With the support of WaterWorX and the World Bank, the Ghana Water Company’s Low-Income Customer Support Unit (LICSU) provided direct access to water services for over 12,000 households reaching out to over 750,000 people
As a young girl, Faustina Boachie and her sisters used to walk over three kilometres in search of water while growing up in Obuasi, Ghana, in the late 1980s. Later at university, she searched for water from affluent people’s homes as their family didn’t have their own private connection.