NWC
A
visit to their website showed that at least they are up to the time
with internet communication. They use the internet to boost their
connection with customers. They use social media as well. Their facebook
page seems active and has over three thousand likes. A JIS article in
2006 stated that the NWC was ahead in customer service that year. No
report of that sort was found 2014 or 2015 to mark how they have grown
or at worst declined. But it seems online customer service is above
satisfactory for NWC. The effectiveness of their online marketing and
customer service can only be judged by the number of complaints compared
to number of praises. And so far, according to my experience the
praises are not greater than the complaints. Letters to the editor in
the Gleaner and Observer are examples of those complaints.
In Shanna Kay Lester's letter to the editor, 'What Purpose does NWC serve?', she explained her dissatisfaction with NWC to the Jamaica Gleaner readers. Her problem was the lack of water to her community although she was paying her bills. Piped water to residence was a major issue in many Portmore communities. NWC seem to have learned this in recent times and many pipe laying works have been done in the past 3 years. Its the pipe laying works that have been causing alot of problems with Jamaican citizens. These pipe laying works are more often done right after a road was refurbished by the National Works Agency (NWA). The NWC management never seems to get the communication right between them and NWA. Even now, on the 20 Route, in Portmore, half of the road has marl exposed and is riddled potholes. The road condition seriously affects the traffic in the morning. That stretch of road was repaved some months before it was dug up earlier this year to lay pipes.
The managment of NWC planned from 2010-11 financial year to implement plans aligned with the vision 2030 goals, within the next 5-10 years. So already the improvement is happening for the company. But the pace of the work and type of development is not reflective of any improved flow of income. The plan is includes the implementation of a wide ranging series of improvement projects estimated at $100 billion for water supply and a further $75 billion for wastewater. The plan is aimed at moving Jamaica's direct residential water supply coverage from 73% of households to 85%, boosting efficiency and service reliability and other parameters that would enable the NWC to boast of achieving its ambitious vision of becoming the # 1 water services utility in the Caribbean and Latin America in terms of coverage, customer satisfaction, reliability, efficiency, compliance and viability by 2015.
NWC setting a target for increased coverage by 2015, in my opinion only seems as a target to increase their number of disgruntled customers. Its management not be able to sort out all the water wastage from supply pipe leaks in the corporate are. So in 2015 we are seeing large amounts of water flowing on road ways, being wasted right in the sight of the persons who need it and are facing water restrictions in a 'drought season'.
Therefore, by NWC management missing targets and not being able to increase the costumer satisfaction with the company, I think they are ineffective. The company may have increased the use of technology in its operations, especially social media, but the increase of revenue for infrastructure development for customer service in their core function not benefiting the majority of Jamaicans.
Pages: 1 2 3 4
In Shanna Kay Lester's letter to the editor, 'What Purpose does NWC serve?', she explained her dissatisfaction with NWC to the Jamaica Gleaner readers. Her problem was the lack of water to her community although she was paying her bills. Piped water to residence was a major issue in many Portmore communities. NWC seem to have learned this in recent times and many pipe laying works have been done in the past 3 years. Its the pipe laying works that have been causing alot of problems with Jamaican citizens. These pipe laying works are more often done right after a road was refurbished by the National Works Agency (NWA). The NWC management never seems to get the communication right between them and NWA. Even now, on the 20 Route, in Portmore, half of the road has marl exposed and is riddled potholes. The road condition seriously affects the traffic in the morning. That stretch of road was repaved some months before it was dug up earlier this year to lay pipes.
The managment of NWC planned from 2010-11 financial year to implement plans aligned with the vision 2030 goals, within the next 5-10 years. So already the improvement is happening for the company. But the pace of the work and type of development is not reflective of any improved flow of income. The plan is includes the implementation of a wide ranging series of improvement projects estimated at $100 billion for water supply and a further $75 billion for wastewater. The plan is aimed at moving Jamaica's direct residential water supply coverage from 73% of households to 85%, boosting efficiency and service reliability and other parameters that would enable the NWC to boast of achieving its ambitious vision of becoming the # 1 water services utility in the Caribbean and Latin America in terms of coverage, customer satisfaction, reliability, efficiency, compliance and viability by 2015.
NWC setting a target for increased coverage by 2015, in my opinion only seems as a target to increase their number of disgruntled customers. Its management not be able to sort out all the water wastage from supply pipe leaks in the corporate are. So in 2015 we are seeing large amounts of water flowing on road ways, being wasted right in the sight of the persons who need it and are facing water restrictions in a 'drought season'.
Therefore, by NWC management missing targets and not being able to increase the costumer satisfaction with the company, I think they are ineffective. The company may have increased the use of technology in its operations, especially social media, but the increase of revenue for infrastructure development for customer service in their core function not benefiting the majority of Jamaicans.
Pages: 1 2 3 4
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