Enhanced service delivery: How digital transformation is revitalizing NAWASSCO
NAWASSCO offices in Nakuru.
By Leleti Jassor
Not long ago, the thought of waking up to join the long queues at the Nakuru Water and Sanitation Services Company Limited (NAWASSCO) headquarters was a dreaded routine.
Armed with a water bill in one hand and a great deal of patience in the other, customers would wait their turn, hoping their complaints or requests would land on the right desk and be promptly addressed.
This tedious process, which often required traveling long distances, especially for those living far from the headquarters, had become a norm.
Some even fell victim to fraudsters posing as company officers, promising to resolve water issues in exchange for exorbitant fees.
Recognizing these persistent challenges, NAWASSCO took a significant step forward by improving its services through adoption of an Enterprise Resource Planning System (ERP system).
According to the Managing Director, Eng. James Ng'ang'a Gachathi, this transformation was motivated by the necessity to elevate the customer experience and enhance the efficiency of service delivery.
James Ng'ang'a Gachathi, Managing Director NAWASSCO.
“Our commitment to embracing digital transformation is rooted in our desire to provide seamless, efficient, and accessible services to our customers. By leveraging technology, we’ve not only streamlined operations but also brought our services closer to the community, ensuring that everyone has access to safe and reliable water and sanitation services,” said Eng. Ng’ang’a.
He further explained that the ERP system has resolved several critical issues.
“It has significantly improved efficiency and accuracy in handling customer complaints and payments. Complaints can now be directed to the appropriate departments more quickly, ensuring faster resolution times.”
The system has also enhanced record-keeping, allowing for better tracking of service issues and their resolutions while also preventing fraud.
Customers can now conveniently pay their water bills using the Mpesa option - Paybill number 111444, with the account number being the customer's water account number.
NAWASSCO's toll free line that has made it easier for customers to report water and sewage issues.
Additionally, they can make inquiries via the USSD code *483*81# or download the NAWASSCO app from the Google Play Store. For further assistance, a toll-free line, 0800720036, is also available.
A customer using the NAWASSCO USSD code to access water and sanitation services.
In line with its mission to be climate-resilient and sustainable, NAWASSCO is also championing the reuse of faecal sludge produced by their subsidiary company NAWASSCOAL.
The company produces briquettes - Makaa Dotcom which is now being used to power cookstoves in households and businesses.
This innovative solution has proven to be a safer, environmentally friendly, more affordable, and a sustainable alternative to the widely used charcoal.
Thanks to these initiatives, NAWASSCO was awarded the top Water and Sanitation Service Provider Award this year by the Water Services Regulatory Board (WASREB), recognized for its commitment to providing quality water, improving accessibility, reducing non-revenue water, and enhancing sanitation.