A great way to ensure customer continuity is to bring the service closer to clients. The KIMENZA program in Lungujja Sub Branch – Nakulabye give customers this experience through a mobile front desk.
This is necessary to bridge the gap between the Branch and the customers who cannot approach the Branch due to particular reasons.
Different blocks and public places like; markets, religious places, hospitals are visited once a week for easy access to all customers hence use of community radios, flyers, and megaphones as the means of communication.
Since its inception in March 2021, Kimeza (mobile front desk) has: Bridged the information gap on (tariff costs, new connection procedures, dangers of illegal water use),
- Enabled sensitization of customers about different programs,
- Improved stakeholder engagements with local leaders and participation in community activities like cleaning and meetings.
- Enabled immediate handling of anomalies ie leakages, no waters, exposed pipes by the KIMENZA team
- Enabled timely response to customer complaints with immediate handling and feedback.
The program has so far delivered a seamless, omnipresent customer service experience hence
taking advantage of all support trends.
Compiled by Joy Alobo
