Strengthening Fault Response and Digital Customer Engagement for Improved Service Delivery

The Board’s customer satisfaction index (CSI) has been low despite the gradual improvements in the recent years. One of the critical issues affecting customers is the slow response fault maintenance and poor feedback to customers on water related matters that affect them. Customer dissatisfaction on how the Board responds to faults, providing feedback and communication on water related issues has contributed to low CSI. Development and use of real time tracking of faults status will transform Blantyre Water Board from reactive to proactive hence ensuring safe, reliable and sustainable water delivery. The USSD and web-based applications will enable customer to enquire bills, tokens and fault status. In addition, the platform will automate reminders to customers via email, SMS, WhatApp before and after payment due dates. This will result in enhancing customer satisfaction as Board’s service delivery will be improved through the development and use of this ICT innovation