In a bid to enhance the customer experience by providing convenience, speed, accuracy, transparency, and personalization, NWSC thought it wise to create a platform that allows customers receive bills digitally, manage their bills, predict bills, view payments, statements of account and also make payments on the go as well as apply for new water and sewer connections without the paperwork hustle.
The most recent digitization is the E-Bill. Simply put, a customer is able to receive their bill timely every month via SMS or Email. The Covid-19 pandemic may have been a big inspiration for this turn of events but NWSC is not one to be left behind. It often chooses to keep up with technology trends that are bound to enhance excellent service delivery and ensure “Water for All”.
Despite all the right intentions that the NWSC management intended for while going digital with the billing, the corporation’s billing system has come under scrutiny from time to time with customers believing that all bills are estimated and not accurate. On top of that, consumers have gone ahead to insinuate that it is never 1000 litres in a unit but rather 800 litres and that they are being cheated. This way, rejecting the E-bill.
The beauty that comes with this innovation is that control and power has been given back to the customer. With NWSC’s E-Services system via the website, customers can monitor their consumption, look at consumption trends, pay bills on the go, look into payment history of their account(s), access to statements of account at least for the last 2 years. The e-system also helps consumers audit the readings being picked from the account.
As is with any business, challenges are always lurking and for the case of NWSC, on roll out of the E-Bills, the corporation faced a system hack which alone prompted the team to fortify access levels at a cost. Many of the customers’ access to digital devices is still on the low and a lot of awareness is being done to have them on board.
There is also the challenge of “cost of internet services” which is still an issue to the wide majority. This begs NWSC to come up with more innovative ways that are cost friendly to the consumer.
Field teams on their part are encouraged to be more vigilant, accountable and well aware of the new E-bill so as to be able to pass on this knowledge to the consumers.
NWSC’s commitment to service through more innovative ways is unmatched and to this the NWSC mobile app is under upgrade and yet to be published with a fresh look and more functionality. Customers can currently manage their accounts on sign up at https://apps.nwsc.co.ug/online new connections in Kampala Service area are now applied for online at https://apps.nwsc.co.ug/online/ApplyNow.aspx
Reality Check; Companies are continuously improving service systems as they respond to the times; climate change, carbon emissions, pandemics, technology trends and more. The NWSC customer service platforms have continued to improve giving consumers convenience.
E-bill via SMS, Email and website is really a game changer as this is continuing to give consumers services at a click of a button.
More innovations are being tested to help improve the consumer experience. NWSC is committed to excellent service delivery and “Water for All”
