During the Kampala Water Dinner held last evening, June 20th, 2024 at the Serena Hotel, Dr. Eng. Silver Mugisha, Managing Director of the National Water and Sewerage Corporation (NWSC), emphasized the critical importance of prioritizing customer satisfaction for the corporation’s business growth. Addressing the attendees, he stressed that NWSC’s mission transcends merely satisfying customers, and highlighted the role of excellent service delivery in expanding the corporation’s reach and impact.
Dr. Eng. Mugisha pointed out the corporation’s ambitious goal to expand services from the current 276 towns to 350 towns over the next five years. He emphasized that achieving this objective would depend on maintaining high standards of service delivery and ensuring customer satisfaction, all while fostering a focused and determined team.
In his address, Dr. Eng. Mugisha commended the efforts of the Kampala Water (KW) team in growing the business but advised them to prioritize collecting arrears to cover essential expenses such as electricity, chemicals, taxes, and staff salaries. He noted that with current new connections at about 900,000, NWSC aims to increase this to 1.2 million, serving at least 26 million people in the next five years. This expansion is aimed at providing clean and safe water to communities, thereby reducing sanitation-related diseases.
Dr. Eng. Mugisha also emphasized the necessity of staff satisfaction, advising the creation of a structured communication system at the branch level to handle customer complaints effectively and professionally. He encouraged establishing a platform for customer complaints, underlining that customer feedback is vital for continuous improvement and achieving NWSC’s mission.
Eng. Mahmood Lutaaya, General Manager of Kampala Water, praised Mugisha for his exceptional leadership, which has fostered staff growth. On behalf of the KW team, Lutaaya pledged commitment to the corporation’s mission of business growth through stakeholder engagements, including organizing Barrazas at divisional levels to interact with customers, understand their needs, and gather feedback on NWSC services.
The event concluded with speakers lauding Mugisha’s unwavering dedication to enhancing service delivery, customer care, and staff satisfaction, describing his leadership as instrumental in revitalizing the corporation.
