Uganda's National Water and Sewerage Corporation started a Customer Protection Unit to fight corruption, vandalism, and water theft. The company set up two secret hotlines - 0788161568 and 0788705891 - for people to report bribery, damaged pipes, or stolen water. All field workers must wear uniforms and carry ID cards to help customers spot fake workers.
A recent survey showed customer happiness fell from 80% to 78%, pushing the company to make changes. Payment ease and communication scored well at 80%, but fixing leaks scored only 77%. The water meets all drinking standards, though some areas face supply problems. The government secured over 100 million Euros for a new water plant near Kampala to fix these issues.
The company learned that some staff create fake shortages of meters and repair parts to trick customers into paying bribes for faster service. People can report problems through phone calls or WhatsApp, and each complaint is tracked through a special app. The company promises to keep all reports private and take action against anyone found guilty.
NWSC has won many awards for its digital customer service. The company aims to provide water to everyone with happy workers serving happy customers.
A recent survey showed customer happiness fell from 80% to 78%, pushing the company to make changes. Payment ease and communication scored well at 80%, but fixing leaks scored only 77%. The water meets all drinking standards, though some areas face supply problems. The government secured over 100 million Euros for a new water plant near Kampala to fix these issues.
The company learned that some staff create fake shortages of meters and repair parts to trick customers into paying bribes for faster service. People can report problems through phone calls or WhatsApp, and each complaint is tracked through a special app. The company promises to keep all reports private and take action against anyone found guilty.
NWSC has won many awards for its digital customer service. The company aims to provide water to everyone with happy workers serving happy customers.
