CUSTOMER CARE ..
HISTORIANS have taught us that no any change is forth coming without sacrifice and bold steps being taken. That is exactly what Dar es Salaam Water and Sewage Corporation (DAWASCO) has done in its endeavours to see into it that it revamps its water supply to the residents of the city. Many a times blames have been put on DAWASCO that, people have not been getting water constantly, at times supply has been on rationing and their bills inflated, just to mention a few amongst many. With the change of management when DAWASCO took over Dar operations in June 2005, it gave priority to its commercial department which deals with metering, billing, revenue collection, leaks repair and customer care--the main areas where lamentations were many. In attempts to improve performance of the corporation and plug on the loopholes. The company has done a lot including:-
(a) Bills improvement after procurement of a new billing system. The bills are detailed and contain all the necessary customer information.
(b) Payments to our customer's convenience where they can pay at any of our 10 online Area Offices.
(c) Survey of our Customer's property and location for ease and immediate bill delivery and Commercial Data Validation.
(d) Advertising in different media, notifying our customers that their bills are printed and notification of any water supply interruptions.
(e) In-house Customer service training to improve the way we handle customers, improve response time to customer complaints and feedback systems via Email, letters and telephone.
(f) Employing new and able employees who can deliver beyond our customer expectations and,
(g) For our customers convenience openings/working hours have been extended from 7:30 am to 6:00 pm Monday to Friday and 7:30 am to 3:00pm on Saturdays and Sundays.
Despite the above attempts, the company's way forward still faces the following teething problems which require urgent attention.
(a) Poor public attitude towards paying their water bills and on time. Generally many customers have not been consistent in paying their water bills promptly without realising that the corporation relies on the money to meet its essential responsibilities including paying staff salaries, replacing worn-out pipes, treating water and waste water, supplying water and others.
(b) Illegal water connections and shunning payments. This is seen in areas where some people cut water pipes and re-direct them to consumers who are not known to the company. This group also has people who illegally tap water from the main supply pipes, trade it secretly and tamper with water meters with blessings of some bogus company/outside technicians and even our few dishonest staff.
(c) Saboteurs, who cut, disconnect pipes and sell them in the black market without being patriotic to the nation and the company.
(d) By and large the public ought to be aware that without playing their part, they should not expect DAWASCO to provide water free of charge. To be a bit precise, Christians would tell you that their Holy Book says that whoever does not labour should not expect to reap where he/she did not sow. If people do not shoulder their responsibility (pay their water bills) they should not expect the company to mint water and serve them.
The public is informed to pay their bills at central outlets which are authorised by the company:-
Temeke 0753 791661
Ilala 0754 816779
Magomeni 0753 791617
Boko/Tegeta 0762 740378
Kawe 0762 740395
Kinondoni 0762 740399
Kisutu 0762 740393
Gerezani 0762 788003
Kibaha 0762 748309
Bagamoyo 0753 791615
Mlandizi 0753 791682
Kimara 0762 740394
City Centre 022 2150930
Equally they should retain the receipts at home for follow ups and in accordance with keeping out middlemen who would attempt to fleece them. Each and everyone should be informed that it is their responsibility to keep DAWASCO on its toes by reporting irregularities, short comings and the general problems they are experiencing instead of lamenting and advancing blames. All grievances are welcome and would be treated accordingly and with the urgency they deserve.