In the wake of lackluster performance, Senior Manager of the Western Zone, Ms. Hellen Ejang, summoned a meeting on May 19th, 2023 for sub-branch and branch managers to devise strategies aimed at revitalizing their performance. The outcome of this meeting proved fruitful, as the teams from Nansana Branch, led by Ms. Sarah Lyavara, orchestrated an impressive campaign titled “Tulindiridde 2023 Program.”
Through their efforts, they successfully won back the trust of 13 customers and collected a substantial sum of 2.5 million, significantly reducing their outstanding debts.
The Nansana Branch teams were joined by the commercial team, headed by PCO Ms. Joyce Ataro, and the legal department, represented by Senior Legal Officer Ms. Aidah Namulimbe. Together, they formed a formidable force dedicated to achieving success.
To foster customer loyalty, the KW teams engaged in open conversations with customers, allowing them to voice their challenges and concerns. Issues such as meter leakage, delayed connections for new owners due to illegal connections by previous owners, and various other problems were raised. These discussions resulted in valuable recommendations that served as a guide for improvement.
The KW team wholeheartedly listened to their customers and made a solemn pledge to enhance service delivery. Improving communication channels and promptly addressing customers’ issues, such as water shortages, emerged as key areas for improvement. By addressing these concerns head-on, the National Water and Sewerage Corporation (NWSC)-Kampala Water (KW) demonstrated their commitment to serving satisfied customers.
The success of the Nansana Branch in the Tulindiridde 2023 campaign serves as a shining example of what can be achieved through teamwork and a customer-centric approach. By actively listening to their customers, the branch was able to identify and rectify the obstacles hindering their performance, leading to a remarkable turnaround. The campaign not only yielded positive results in terms of revenue but also cultivated a stronger bond between the KW teams and their customers.
Moving forward, the Nansana Branch will undoubtedly serve as an inspiration to other branches within the Western Zone. The strategies and lessons learned from their successful campaign can be implemented across other branches, contributing to overall improvement and growth within the organization.
This win showcases the power of effective strategies and customer engagement. By listening to their customers, the KW teams were able to identify and resolve the issues impeding their performance, resulting in an impressive recovery. This achievement not only boosts the branch’s reputation but also strengthens the commitment of the National Water and Sewerage Corporation (NWSC)-Kampala Water (KW) to providing exceptional service.
With this resounding success, the Nansana Branch has set a new standard for excellence, inspiring other branches to strive for greatness.
