In the world of business, every move must be backed by strategic foresight, and the National Water and Sewerage Corporation (NWSC) is no exception. NWSC, a vital entity in the water and sewerage sector, has set its sights on growth. But how does one measure the potential for such an endeavor?
Golden indicators, also known as Key Performance Indicators (KPIs), serve as the compass for a business’s journey. These indicators are the lifeblood of informed decisions and the fuel for business growth. Their relevance, however, varies across industries, company sizes, and objectives.
For NWSC, understanding these golden indicators has been crucial to its expansion strategy. Non-Revenue Water (NRW) is a silent enemy that affects water utilities worldwide. It represents the water that disappears somewhere between the distribution network and customer bills.
NWSC’s ambition is clear; reduce NRW from 37% to 33% within the next five years. How can/has this been achieved? Firstly, a meticulous monitoring system must and has been in place. All transmission mains and storage reservoirs should be equipped with meters, and their performance regularly scrutinized. This ensures an accurate record of water supplied.
Furthermore, swift responses to operational issues such as leaks and bursts are imperative. Accurate readings from meter operators, especially Marketing Assistants and Plant Attendants, are non-negotiable. Real-time monitoring of consumption trends and the investigation of suspicious accounts can save precious resources.
Low-pressure pipe replacement and a vigilant eye on potential human errors, like reservoir overflows, further contribute to the battle against NRW. The monitoring of fire hydrants and the creation of district metering areas help identify water theft and hidden leakage, while empowered squads combat illegal water use.
Customer satisfaction is the backbone of any successful organization. For NWSC, enhancing the Customer Satisfaction Index (CSI) from 86% to 90% is a testament to their commitment to service excellence. Four dimensions have driven this endeavor: perceived water quality, acceptability, accessibility, and affordability.
NWSC’s current CSI rating of 86% across these dimensions is commendable. It highlights their dedication to ensuring clean, accessible, and affordable water. Customer satisfaction, however, isn’t a destination but a continuous journey of optimization.
An organization’s engine is its workforce, and NWSC recognizes the significance of staff engagement. Their aim is clear: elevate the Staff Engagement Index from 50% to 70% over the next five years. This involves various metrics:
Job Satisfaction: Content employees are more productive and contribute positively to the work environment. This therefore delivers employee commitment, dedication and loyalty which are vital assets.
Motivation: The drive to excel and contribute to the organization’s goals is essential. Motivation alone NWSC recognizes and rewards their team giving them a feeling that they are valued and acknowledged further motivating their employees.
Communication: Effective information sharing enhances engagement and NWSC has ensured good flow of information both within and outside to the clientele. Simply put, NWSC’s journey towards growth encompasses not only financial and operational aspects but also the satisfaction of its customers and the engagement of its employees. By focusing on these golden indicators, NWSC is poised for greater heights, ready to meet the challenges and opportunities that lie ahead.
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