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TRANSCRIPT
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EWSEWS WATER & SANITATION
PRESENTATION
18 SEPTEMBER 2018
PRESENTER:
MANDLA MALAKOANA
WORKING WITH CUSTOMERS!
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OUTLINE
Purpose of the presentation
Direction of the Unit
EWS Philosophy
Initiatives : A. Establishment of the Focus Groups and User Platforms.
B. Customer Services Charter
C. Service Level Standards
D. Suggestion Boxes and Electronic and Print Media Programmes.
E. Billboards
Conclusion
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PURPOSE OF THE PRESENTATION
To present on the information dissemination initiatives
for EWS to the Amathole, Chris Hani and Joe Gqabi
District Municipalities’ Delegations.
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DIRECTION OF THE UNIT:
Open two way communication with the community to foster active involvement of the citizens and to encourage their honest views to be expressed ( Public interaction).
People being able to influence our service delivery levels and activities.
Improvement of our service
Platform for people to raise concerns
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Receiving public feedback with a view to changing behaviour both internally and externally ( in terms of roles and responsibilities)
Increased public satisfaction
Accountability of government to the community
Facilitation of the ongoing dialogue with our community.
Ensuring better understanding of our customers.
ASSET
MANAGEMENT
(4)
NEW
SERVICES DELIVERY
(5)
CUSTOMER MANAGEMENT
(2)
REVENUE
MANAGEMENT
(3)HUMAN RESOURCES/SKILLS
(1)
EWS PHILOSOPHY
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INITIATIVES AT EWS:
A. CUSTOMER PERCEPTION ANALYSIS SURVEY/
ESTABLISHMENT OF FOCUS GROUPS
Customer service means exceeding consumer expectations
Perceptions of consumers/customers are based on experience, knowledge, influence, and interpretation
Perceptions of individuals are different from each other
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PURPOPSE OF THE PROJECT:
To understand customers’ view of services provided by EWS
To identify gaps/lacunae in customer satisfaction
To improve consumer relations.
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PROJECT OBJECTIVES:
Enhancement of the community’s consultation and input in the governance and service delivery programmes as provided by EWS.
Development of a better understanding of the consumers’ perception about the water and sanitation provision to develop better ways for the design and delivery of water and sanitation services.
Establishment of new and strengthening of existing community partnerships with government.
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FUNCTIONS OF THE FOCUS GROUPS:
Test ideas
What are people saying about us/ How is the market
responding to our initiatives?
Determine the perceptions that people hold about EWS
Influence the decision-making process of EWS
Foster good customer relations
Empower the customers with regards to their rights.
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PILOT PROJECT AREAS:
Area 84- Umlazi AA/BB
Area 40- KwaMashu
Area 11- Newlands East
ADDITIONAL AREAS:
Area 22- Clermont
Area 24- Westville/ Berea West, Chesterville and Reservoir Hills
Focus Group for the People with Disability
Focus Group for the People in the informal Settlements
Area 62: Hambanathi/Fairbreeze, Tongaat Beach,
Magwaveni, Gandhi’s Hill
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LONG TERM GOAL:
Empowerment of our citizens with information sothat they will truly be part of our decision-makingprocesses.
MEETINGS - QUARTERLY
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ISSUES RAISED :
FOCUS GROUPS
The question of illegal connections. What do we need to do?
Can we remove the illegal connections? How can we do it?
Do you think that 6 kilo liters of water is enough?
How can we increase it?
What is the best way to reach out to all customers in the eThekwini
Municipal Area/What areas do we need to improve on to get our message to the customer?
Student Water and Sanitation Conference.
Partnerships-Pavilion Shopping Centre.
Have you ever contacted the Engineering Services Contact Centre?
What is your impression about it?
What do you think of our meter readers?
Do you know how to read your meters?
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What do you know of different issues in the Water Policy?:
Water tariffs
Estimated accounts
Water Insurance
Debt Relief Scheme
Acknowledgement of Debt
Disconnection policy
Standpipe
Leak Repairs
How can we involve different stakeholders in the management of water?
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Woman In Water Awards Winner
2012
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USER PLATFORMS
Raising Citizens Voice Training (RCV)-Rights and
Responsibilities.
17 Zones-Each Zone comprising 6/7 wards
Training targets: Councillors, Ward Committees, Civil Society
Organisations (CSOs) and ordinary members of the public.
Set up User Platforms
Quarterly meetings.
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USER PLATFORMS CONT.
Awareness creation in water conservation
Ensure public accountability
Build partnership between government and civil
society
Closer liaison between Government,
Communities and Civil Society Organisations-
Ensure stakeholder involvement
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RAISING CITIZENS VOICE
TRAINING (2 DAYS)
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CERTIFICATE PRESENTATION
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MODULES COVERED
Basic legislations governing water and sanitation
provision
Water Policies
Water Conservation
Health, Hygiene and Sanitation
Wastewater Policies
Pollution and Water Quality
Tariffs, Billing and Affordability
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B. CUSTOMER SERVICES CHARTER
Ensure that EWS’ commitment to building a responsive service is expressed
Ensure that there is improvement in the manner that we deliver our services for the citizens in the eThekwini Municipality
Recognition that our customers deserve to be treated with dignity, integrity, honesty and respect.
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Render services in the manner that would ensure equity to
all citizens including those from the disadvantaged
background
Provision of the escalation processes in case of any
dissatisfaction on the side of the customer.
Consideration of the symbiotic relationship that exists
between EWS and the Customer.
Highlight the responsibilities of our customers e.g. paying
for the services rendered.
NB: Adherence to the Charter.
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C. SERVICE LEVEL STANDARDS
Want to match the public expectations of
service delivery with achievable and
measurable performance standards.
Enhance the relationship between the Service
provider, EWS, and the recipient of service,
the customer
Reduce areas of dissatisfaction
Conscientize the members of the public of
how to have access to EWS.
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Tool to track effectiveness and prevent bad customer relationships
Inform customers where to get service from, nature of the services provided at EWS and the timeframe which EWS commits itself to in resolving the query/complaint.
An empowerment that enables the customers to take us to task in case we, EWS, fail to deliver as per the dictates of the standards.
The Standards are used by the citizens to measure the performance of government.
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The Standards are a diagnostic tool in terms of identifying gaps and inequalities in service delivery and assessing citizens’ awareness of their rights and responsibilities.
They are used as a benchmark in tracking variations in the quality of service and activating stakeholder responsiveness and raising public awareness
D. Internal and External Communication. Suggestion Boxes
- Any strategic leader has three enormous tasks to ensure success
of his/her organisation:
i) Develop the big ideas for the organization.
ii) Communicate the big ideas to the entire organization so
that all and sundry will have profound understanding of the
organization’s vision.
iii) Ensure successful execution of the big ideas
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Electronic and Print Media Programs
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E. BILLBOARDS
Led by the Honourable Mayor-Drought
messages.
Strategically placed throughout the City.
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F. CONCLUSION.
Our purpose is to serve-Martin Luther King Jr.
We can never be healthy as long as millions are still ravaged by diseases
We can never pride ourselves of success as long as poverty stares us in our eyes-Mahatma Ghandi
No one at EWS can brag of being independent because we are all interdependent
Hence, our commitment to bettering the lives for all and bringing the message of hope to everyone.
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Our customers are not dismissed without being helped
Our attitudes are bias towards the customer
What we say to the people out there is the spirit that we live
internally.
Citizens are educated to understand issues so that they will
pay their bills and we will have mutual accountability.
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QUOTABLE QUOTE!
“ Great things are accomplished by talented people
who believe they will accomplish them”. Warren Bennis
Japanese Proverb:
“Vision without action is a daydream.
Action without vision is a nightmare!”. As quoted in
Civilization’s Quotations.
VISION WITH ACTION: Mandla’s Coinage
“ A vision with NO action at all, is nothingness.
Inversely, an action with no vision is
doom and gloom”
THANK YOU/NGIYABONGA
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END