A few years ago, interactions with the National Water and Sewerage Corporation (NWSC) were nothing short of a headache for many of its customers. Long queues, delayed responses, and a general lack of transparency had created a rift between the utility and the very people it served. Today, however, the NWSC tells a different story. One of transformation, innovation, and an unrelenting focus on customer service.
NWSC recognized that for a public utility to truly thrive, it needed to foster trust and loyalty. The result was a sweeping customer-centric overhaul that has not only changed how the corporation operates but also how it is perceived. The changes were gradual but intentional, with the corporation tackling every point of interaction between itself and its customers.
At the core of this transformation are several initiatives designed to elevate the customer experience. To start the list, is the impeccable introduction of the 24/7 call center, which eliminated the hassle of waiting for business hours to resolve issues. Knowledgeable representatives are now available around the clock, addressing inquiries and concerns with a newfound efficiency. For a corporation that once struggled with accessibility, this round-the-clock service is quite the game-changer.
Meanwhile, NWSC also took its services online, offering customers the convenience of managing their accounts and paying bills from the comfort of their homes. Gone are the long trips to the NWSC offices that once consumed valuable time. Instead, customers now enjoy seamless online transactions, viewing account histories and managing services with ease.
Efficiency elevation also became tied to NWSC’s strategy, particularly in complaint resolution. John, a resident of Kampala, had an issue with his water bill. “I thought it would take weeks to sort out,” he recalled. “But when I called, they immediately investigated the problem, and within a day, I had a resolution and a clear explanation.” It’s a marked difference from the previous frustrations, as NWSC’s commitment to fast-tracking resolutions has created a sense of accountability and responsiveness.
NWSC has also embraced proactive communication, which has customers constantly in the know when it comes to service disruptions. Regular updates via SMS and social media keep them informed, whether it’s routine maintenance or unexpected outages. This transparency has significantly reduced complaints and increased customer trust and loyalty.
Recognizing the value of feedback, NWSC now actively seeks customer input through surveys and online platforms. This feedback loop has allowed the corporation to continuously improve its services, adapting to the evolving needs of its users. Sarah, another resident, noted how this has changed her experience: “Before, you felt like no one was listening. Now, they not only listen but act on it. That’s what keeps me loyal.”
The transformation doesn’t stop at service delivery. Within the corporation, a new culture of service excellence has emerged. Employees are encouraged to go above and beyond for customers, and their efforts are recognized and rewarded. This shift has not only enhanced customer relations but also improved employee morale.
Despite these successes, NWSC is not resting on its laurels. The corporation understands that as technology evolves, so too do customer expectations. Continuous innovation remains a priority as NWSC looks for new ways to refine its services, ensuring it stays ahead of the curve in meeting the needs of its customers.
NWSC has set a new standard for customer engagement and management in the utilities realm, in Uganda and steadily gaining the realisation of its vision to be the leading customer centric water utility in the world.
