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Giving customers a voice

Giving customers a voice. Neil Macleod Durban South Africa. Some background. The new Durban (eThekwini) that came into existence after the ending of apartheid faced 1 million people, out of a total population of 3 million, without access to acceptable water and sanitation services

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Giving customers a voice

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  1. Giving customers a voice Neil Macleod Durban South Africa

  2. Some background • The new Durban (eThekwini) that came into existence after the ending of apartheid faced 1 million people, out of a total population of 3 million, without access to acceptable water and sanitation services • We soon realised that without meaningful community involvement and oversight we could not provide water and sanitation in a sustainable manner • We also realised that we did not have answers to all the issues we faced

  3. Channels used • A 24 hours a day call centre that can be reached by landline (toll free) fax, SMS, MXiT or email • Customers Services Agents who visit customers who cannot get to our regional offices • Focus Group meetings on a quarterly basis to debate matters of concern and interest • Citizens voice project to also engage CBO’s • Independent market surveys to determine and monitor customer’s opinions • Report cards to determine why customers rate us the way that they do • Newspapers and radio

  4. Tools used • Customer charter • Service level standards • Policy documents for the provision of water and sanitation services • Training manuals • Radio interviews with phone ins by listeners • Street theatre • Schools education programs and teaching materials

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