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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

Giving customers a voice

Neil Macleod

Durban

South Africa


Some background
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


Channels used
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


Tools used
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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