Kampala Water is VERY instrumental to the revenue factor of the National Water and Sewerage Corporation, contributing nearly 80% of the corporation’s total revenue. However, despite its importance, the region faces challenges in improving its customer response rate for water bill payment. Currently, the response rate target is set at 70%, and the region has as of March 2024 managed to achieve 65%. It is however unsettling that the region has never been able to hit the 70% mark. Is it impossible to increase the response rate, or is there more that can be done to elevate it?
The corporation introduced a range of widely recognized flexible payment methods considered convenient for all customers, including mobile money payments, online banking, traditional banking, and direct debit, aimed at streamlining the bill settlement process. Despite these efforts, a pressing question remains: why do some customers fail to pay their bills promptly?
To address this issue, several factors need to be considered in order to enhance customer response rate in Kampala Water. First, it is essential to analyze the reasons behind the low response rate and identify any barriers that may be hindering customers from making timely payments. This could include issues such as lack of awareness about payment options, difficulty accessing payment platforms, or challenges with the billing process itself.
Another important factor to consider is customer engagement and communication strategies. It is crucial to effectively communicate with customers and provide clear and concise information about payment options, due dates, and any incentives for timely payments. Utilizing various communication channels such as SMS, email, and social media can help reach a wider audience and encourage prompt payment.
Offering more flexible payment methods shouldn’t be an issue, but we’ll discuss it anyway. As earlier mentioned, KW already provides for a number of customer-convenient options such as; mobile money payments, online banking, traditional banking, and direct debit. Should we consider the option of Visa payment machines at each branch? I do not know how effective that can be, but we are running out of options here, people!!
On the other hand, transparent billing may be something to seriously consider. Implementing a transparent and efficient billing system can help build trust with customers and ensure a quicker response rate because then a customer has no doubt that they are genuinely paying for what they used.
Also, incentivizing customers for timely payments can be a motivating factor for improving response rate. Offering discounts, rewards, or loyalty programs for consistent bill payments can encourage customers to prioritize their water bill payments and maintain a good payment history. This seems like a ”touchy” option but hey, it is an option.
Simply put, elevating customer response rate for water bill payment in Kampala Water requires a strategic and holistic approach. When we identify barriers, improve communication strategies, offer flexible payment options, and incentivize customers, the region can work towards increasing its response rate and achieving the desired 70% mark. So I wouldn’t say it is impossible to hit the mark, all we need is a little more outside the box thinking, dedication and effort, to encourage timely payments, ultimately benefiting both Kampala Water, NWSC in general, and its customers.
