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The importance of Service Delivery “An investor’s decision to start up a business in a certain area is entirely up to how they are treated when they first enter the building of any business or simply through the service they are given by a certain organization.” Chief Executive officer of BOCCIM
GOSEGO MOTSUMI
For every customer who bothers to complain, 26 other customers remain silent.
WEDNESDAY 31 JULY - 06 AUGUST 2013
ervice delivery is increasingly becoming more important as it implies a degree of excellence on the part of the business to their customers . Many investors are searching for locations in which they can allocate their capital and get rewarding financial returns and customer service is one of the factors that influences that decision. In a previous 24th Secretary Convention hosted by Botswana Confederation of Commerce (BOCCIM) themed “Business Essentials” Chief Executive officer of BOCCIM, Maria Machailo-Ellis said an investor’s decision to start up a business in a certain area is entirely up to how they are treated when they first enter the building of any business or simply through the service they are given by a certain organization. Therefore in order to get the much-needed investments in the country high quality service needs to be achieved and maintained. It is important for organizations to establish service standards, monitor service performance and take action to improve service when issues are identified. The consumer wants and cares about high quality services that are worth every thebe they spend. With the vast amount of upcoming and existing
a . e r i u e q n c o a t to urren e v i s n ep a c e p x e to ke e r o m n it is s e m ti er tha 7 businesses 6 competing It is w custom for the same ne customers, consumers have the luxury of choosing the best service among the rest. Moreover with the current economic recession people want to spend where there
is value for their money. Customers are not generic and therefore it is critical that companies recognize this and respond flexibly to different customer types and behaviors. According to the Marketing Donut website, 2013 it says, “In aiming to deliver a positive customer experience, the organization must ensure that they put the customer first. In addition, all key promotional messages, systems and processes must be designed with customer expectations in mind. The website continues to say that aligning messages across the organization is critical to achieving a successful and sustainable customer experience. The idea is to get it right and you’ll have a business that is both sustainable
and
News o reach f bad cust es mo omer ears a re tha servic s prai n twic e exper se for e as ience a goo man . d serv y ice
profitable, supported by an incredibly loyal and satisfied customer base. The art of good business is in achieving a high level of effectiveness with efficiency - thereby delivering the right type of service for the customer, while remaining cost effective. According to the 2012 State of the Nation Address, the Government broadly addressed issues of service delivery through the economy as the state has intensified its partnership with the private sector through BOCCIM’s participation in the Thematic Working groups as well as the High Level Consultative Council in all lines of the Ministry.
PAGE SD 8
AT YOUR SERVICE SUPPLEMENT
WEDNESDAY 31 JULY - 06 AUGUST 2013 THE BOTSWANA GAZETTE
FOR THE BEST SERVICE IN TOWN VISIT US At Mokoro Lodge we provide comfortable and affordable accommodation for the business and leisure traveller to Maun. Our self catering facilities make Mokoro Lodge the ideal stay for guests planning either overnight or a short-term stay in Maun. Suitable for individual, group or families, our helpful staff is always available to answer to the needs of our guests. Located just a stone’s throw away from Maun, Mokoro Lodge is conveniently located away from busy Maun, and yet remains a perfect place to start an excursion into the beauty of Botswana’s wilderness. Mokoro Lodge Mission Statement is to provide a hospitality service at value for money to budget conscious guests. With this in mind, we look forward to making your stay at Mokoro Lodge a pleasant one to remember! Services Mokoro Lodge is a 36 rooms en-
suite self-catering hotel with the highest quality amenities available to make your stay a comfortable one. Our rooms are equipped with the following: Queen sized beds, LCD TV, air-conditioning, microwave, electric stove, mini-fridge, kettle and a telephone. Safety and security of our guests is very important to us, so we provide 24-hour security on-site and parking is provided outside of every room guest’s stay in at Mokoro Lodge. We have experienced staff that is trained to give guests the perfect advice on tourist destinations and other places of interest in Maun and its surrounding areas. We also provide a taxi service and Airport shuttle for guests upon request. For added convenience, we have back-up provisions for electricity with generators and we have additional water supply in our water storage tanks.
Ideal for the Business man the Traveler and the explorer...
Your home away from home...
Plot 1228, Boseja Maun | P.O Box 20513 Maun | Tel: (+267) 680 0551 | Cell:(+267) 717 52 728
THE BOTSWANA GAZETTE WEDNESDAY 31 JULY - 06 AUGUST 2013
AT YOUR SERVICE SUPPLEMENT
Service delivery and the banks Two heavily dependent partners
ANESU DUMBA
T
he economy could be likened to a living organism that requires all organs to do their part in sustaining the health of the whole being. In the same way that poorly functioning kidneys lead to a spectrum of malfunctions in the human body, poor service delivery in key sectors that are the mainstay of an economy hamper progress to various degrees with consequences that are far-reaching. Financial intermediaries and institutions like banks offer a good example as to how dependent a sector could be on service delivery since their existence and profitability relies
entirely on the inputs of their patrons. If the sectors that are the mainstay of the Botswana economy like Manufacturing, Tourism & Hospitality, Transport and Communication, Information & Technology, Education, Safety & Security, Property and Investment, Mining, and other essential services such as water and electricity are not performing adequately or are in crisis the banks would be disadvantaged or worse – put at risk of failure. Financial intermediaries and institutions facilitate the transfer of money from those who do not have immediate use for it to those who have profitable use for it.Therefore banks take deposit from their clients and loan
Mission To effectively lead the fight against corruption, economic crime and related offences by utilizing Corruption Prevention, Public Education and Investigation strategies to achieve a corruption free society.
Stratergic Foundations Corporacy Customer Focus Ntability Professionalism Integrity Excellence Innovation Transparency
Vision Towards a corruption free society
Contact us on :
Toll free number : 0800 700 100 Tel: 3914002
some of that money to other clients who pay it back with interest and whilst their role in the economy is crucial they are vulnerable to the systematic risk described earlier. One of the best cases still fresh in our memories is the impact the property and investment sector’s collapse in the United States led to catastrophe in the banking sector. Scholars still fail to find consensus on the root cause of the global financial crisis. However, it is agreed that poor regulation in the mortgage markets contributed greatly when too many clients that were unable to pay back their loans were given credit by greedy banks that took the risk based on a seemingly booming
property market that would help them regain their loaned money from the sale of the defaulter’s home (used as collateral). However a collapse in the housing market spelt catastrophe for all banks that had an overwhelming number of defaulters with loans backed by homes that were diminishing in value in a market in crisis. Such banks had to reach into their reserves to maintain a balance that they owe to depositors. If such reserves went below a certain limit, they were required to shut down as it is illegal to operate with insufficient reserves. This, and the addition of toxic complex assets known as derivatives into the whole mess is how the so called “too big to fail” banks almost faced failure and whilst this is an extreme example of how a poor property and investment market can affect banks, it must be noted that a decline in the sector started somewhere and therefore proper service delivery is vital. Many companies are unprepared for business disruptions caused by power blackouts, and are often unaware of the true costs and impact that they can have on their operations.While the majority of power failures from national grids last only a few hours, some blackouts can last days or even weeks in some countries, completely shutting down production at companies and critical infrastructures such as telecommunication networks and financial services. Thankfully it has not reached that level in Botswana however during the early days of power outages many supermarkets and other businesses dealing in perishables lost precious stock and these losses translate to deposits the banks will have to operate without. Therefore losses for such business entities are to an extent losses to the banks. This is why service
PAGE SD 9 delivery by essential services like water and electricity is vital. Manufacturing, mining, and tourism and hospitality happen to be Botswana’s bread and butter and service delivery from these sectors does not only benefit the banks but the general economy. Recall the nervous times in 2008 during the thick of the Global Financial Crisis when diamond sales reached an alarming low level, and with diamond sales accounting for 67% of the nation’s revenue, the trade deficit in late 2008 ran at close to 1 Billion Pula. According to the Central Statistics Office, the value added by the Trade, Hotels & Restaurants ran at 11 327.7 Million Pula and that of manufacturing ran at 3 343.2 Million Pula in 2009. Both these figures represent bankable deposits that banks rely on and the better the delivery by these sectors, the more the revenue the bank could potentially make. Moreover, these sectors and all others employ people in all segments of the labour force who give patronage to the banks by depositing salaries, bonuses and gratuities in their institutions and service delivery in these sectors translate to steady deposits into the banks (at the very least) and poor performances by these sectors (leading to lay-offs in worst case scenes) translate to a reduction in deposits to the banks. It is certain that without service delivery of a steady and progressive nature in the above mentioned sectors, the financial intermediaries and institutions will be affected adversely and over and above that, what may look like negligible negative performances when viewed in isolation in the initial stages could have a spiral effect, heightening systematic risk leading to a crisis in the critical stages– a situation no economy would want to head towards.
PAGE SD 10
AT YOUR SERVICE SUPPLEMENT
WEDNESDAY 31 JULY - 06 AUGUST 2013 THE BOTSWANA GAZETTE
%CONOMICĨDIVERSIÖCATIONĨANDĨ service delivery in Botswana How big a role does service delivery play in DBNMNLHBĎCHUDQRHÛB@SHNM
She explained that this shows incompetence in the degree of service orientation. She said Botswana has been ranked 116 out of 139 on attitude towards foreigners, which is one of the key challenges for doing business in the country. While Botswana seeks to diversify her economy, it is imperative for service delivery to be at its outmost best in order to compete with the world.
“Botswana’s rankings on global competitiveness have been declining due to poor work ethic, customer experience and a low degree of service orientation�
www.baisago.co.bw
BA ISAGO Evening School Invites Applications for the Following Programmes
MODIRI MOGENDE
B
otswana has established herself as an upper mid income country over the last 40 years. Through the precious stones, diamonds combined with prudent economic planning and budgeting, this vast patch of desert was able to elevate herself from being a donor based economy, to one of Africa’s most admirable economies. However, like many of her African counterparts, Botswana has become a victim of her good fortune. The economy is mining centric and this has provided some unwelcomed consequences over the years. As precious stones are sold to the developed world, in periods when they go through economic slumps and luxury goods such as diamonds are less desired, the national economy in cue takes a knock. This reality threatens the southern African country’s prosperity at every corner. With this being the case, the government of Botswana has developed an initiative to move the economy beyond diamond and other precious metal reliance to grow other sectors of the economy which will be able to take over the reins of economic prosperity post the mining rush. The government has created a policy known as the Economic Diversification Drive (EDD) designed as a paradigm shift in the economic diversification effort. While Botswana has made some progress in reducing its dependence on diamonds over the past twenty years, the level of economic diversification needed to offset diminishing mineral revenues will remain an elusive goal unless concerted actions are taken now. Botswana’s public sector therefore needs to ensure fiscal sustainability while simultaneously improving the effectiveness and efficiency of service delivery, according to the World Bank’s review on the country. Botswana’s rankings on global competitiveness have been declining due to poor work ethic, customer experience and a low degree of service orientation said Gaone Macholo, First National Bank (FNB) human resources manager at the 2013 Biennial Service Quality Convention hosted by Botswana National Productivity Centre (BNPC) Botswana’s rankings on the WEF Global Competitiveness Reports. Macholo was quoted earlier as stating that Botswana was ranked 112 out of 139 countries in 2011 and 108 out of 142 in 2012.
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July Intake GABORONE NEW CAMPUS Plot 54831, Block 7, Corner of Western Bypass (Motsete Road and Mogoditshane Road), Gaborone 7HO ‡ )D[ Email: jackson.nyangechi@baisago.co.bw
MAUN SATELLITE CAMPUS Suite 6, Lewis Building, 2OG 0DOO ([WHQVLRQ 0DXQ 7HO ‡ )D[ Email: bernard.bushe@baisago.co.bw
Growing with Quality
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PAGE SD 11
AT YOUR SERVICE SUPPLEMENT
THE BOTSWANA GAZETTE WEDNESDAY 31 JULY - 06 AUGUST 2013
Getting it right. The basics of service delivery RORISANG MOGOJWE
T
hey say the art of good business lies in achieving a high level of effectiveness with efficiency. That means delivering the right service for the customer, while remaining cost effective. Customers are not generic, therefore have different needs thus making it critical for companies to recognize this and respond flexibly to different customer types, behavior and needs. This is so to avoid losing sight of their customers’ needs. Exceeding customer expectations Exceeding customer expectations is part and parcel of service delivery. In fact, the importance of service delivery is built on the principal of efficient and effective delivery according to customer expectations. The survival and continued success of a company in any sector – tourism and hospitality, manufacturing, education, transport and communication and property and investment – is dependent upon meeting customers’ needs in the best way possible. The tourism and hospitality industry, which plays a role in contributing towards the growth of the economy, is an example of a sector where quality of service delivery is important. Quality in the tourism and hospitality industry involves consistent delivery of products and guest services according
to expected standards. The Business Development Manager of TRL Travels, Keba Dibe revealed that delivering quality service is one of the major challenges the tourism and hospitality managers face as it is an essential condition for success in the Botswana travel market. She said “Service delivery is very significant in our industry. There are many players in the industry so what most clients tend to buy is service before price, unlike in the past where price was seen as a determining factor. Batswana are moving from price sensitiveness to service sensitiveness. Our industry sells experiences which at the end of the day are priceless. By saying this, I emphasize the significance of offering quality traveler service; not just selling the products and services but going beyond as well as being part of the journey from the time the service is consumed to the end of the itinerary (travel partnerships).” Excellence and profitability Aiming at excellence and profitability, various organizations focus on quality service delivery through meeting goals and promises to customers. For example, if a company promises a money back guarantee on products and services that do not meet customer satisfaction, then it (the company) should be in a position to keep that promise. Retaining existing clients by exceeding their expectations and continuous quality improvement
is an important objective in many sectors including communications. A Product Development Manager at a communications company explained that “Regular training and empowerment of service-oriented staff as well as searching for best practices through benchmarking are some of the methods our company uses to empower their employees with the necessary skills and abilities to ensure superior customer service. It is therefore imperative that employees understand and demonstrate a commitment to quality service delivery and a desire to meet customers’ needs in the most effective, efficient and professional way possible.” After all, excellence in service delivery is likely to increase profitability. Customers as Contributors to Service Quality and Satisfaction Customers have also been attributed to playing a role in services delivery. This is because, in essence, they are contributors to their own satisfaction and the ultimate quality of the services they receive. Even though customers may care little about whether or not they play a contributing part in a company’s productivity, they do. According an article published on projectguru.com, ‘effective customer participation can increase the likelihood that needs are met and that the benefits the customer
seeks are actually attained. Think about service such as health care, education, personal fitness, and weight loss, where the service outcome is highly dependent on the customers’ participation. In these cases, unless the customers perform their roles effectively, the desired service outcomes are not possible.
In aiming to deliver a positive customer experience, an organization must ensure service delivery that meets customer expectations. Get it right and you’ll have a business that is both sustainable and profitable, supported by an incredibly loyal and satisfied customer base.
%&1"35.&/5 0' 30"% 53"/41035 4"'&5:
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Turnaround Time
Driver licensing Foreign license conversion Application & Amendment of permits Application for duplicate (permit/token) Application for trip variations Inspection for p-permit (issuance and renewal) Vehicle Registration and Licensing
132 days (4 months)”as-is”? 14 days (As-IS) 39 days(As-IS) 1 day(As-IS) 1 day(As-IS) 1 day(As-IS) 1day(As-IS)
Generic Standards
No.
Service
1. 2. 3.
Processing of mail Processing of terminal benefits process (Death/End of Contract) Payment to supplier’s Process Foreign Local Formal Tendering process (PPADB) Ministerial Tendering Process (P100,000 to P500,000) Informal Tendering process (P30,001 to P100,000) Informal Tendering process (P30,000 and below) PROCESSING OF TERMINAL BENEFIT - ADVANCE GRATUITY (Industrial Class) APPLICATION FOR IMPREST PROCESS - Internal Trip Less than P3000 - Internal Trip More than P3000 - External Trip
4. 5. 6. 7. 8. 9.
10.
RETIREMENT OF IMPREST & CLAIM OF SUBSISTENCE ALLOWANCE PROCESS MAP - If Claim - If Retirement
Standard 10 days 66 days = 12 days = 10 days 66 days 44 days 22 Days 10 days 33 days 5 days 5 days 8 days 5 Days 5 Days
PAGE HD 12
AT YOUR SERVICE SUPPLEMENT
WEDNESDAY 31 JULY - 06 AUGUST 2013 THE BOTSWANA GAZETTE
HOW TO ACCESS WATER UTILITIES CORPORATION SERVICES The Corporation is committed to providing unparalleled potable water and wastewater service at all times. Through its customer service drive it pledges to be caring, courteous and committed in all it does at all times such as providing answers to all customer questions on how they can access our various services. Vision We aspire to be a leader in utility services Mission To provide sustainable water and wastewater management services in a cost effective and environmentally friendly manner to the economy Values s Botho - We display a strong work ethic and respect for people s Batho Pele/People First - We understand and exceed expectations by putting the customer first s Therisanyo/Consultation - We value open and free exchange of views and ideas s Botswerere/Quality - We provide a high quality of products and service delivery to our customers s Kgetsiya Tsie /Team Work - We believe in working together to accomplish more How to apply for a new connection in a house that has never had a water supply connection. Visit any of the WUC Revenue Offices countrywide and fill in an application form. You will be required to produce: Your ID for Batswana and a Passport for non-citizens
s s s
,EASE !GREEMENT 4ITLE $EED FOR PLOT /WNER ,AND "OARD #ERTIlCATE $EPOSIT 0 LOW COST 0 -EDIUM #OST 0 (IGH #OST 0 "USINESS #ONNECTION - Provide access for WUC to install meter
How long will WUC take to reconnect my supply after disconnection for non-payment? WUC will reconnect your supply within 24 hours after receiving payment How much is the re-connection fee after disconnection for non payment? 0 SUBJECT TO CHANGE WITHOUT NOTICE How to apply for a move-out s &ILL IN THE DISCONNECTION FORM s 0ROVIDE ACCESS FOR 75# TO DISCONNECT YOUR METER s 3ETTLE OUTSTANDING DEBT s #LAIM YOU DEPOSIT REFUND 4HIS WILL BE LESS THE AMOUNT YOU OWE ON YOUR ACCOUNT s 0RODUCE NOTICE OF INTENTION TO MOVE OUT IN CASES OF POWER OF ATTORNEY How to apply for reconnection for a move-in s 9OU WILL BE REQUIRED TO PRODUCE s 9OUR )$ FOR "ATSWANA AND A 0ASSPORT FOR NON CITIZENS s ,EASE !GREEMENT s 4ITLE $EED FOR PLOT /WNER s 2EFUNDABLE DEPOSIT AS FOR NEW CONNECTION s &ILL IN &ORM s 3ETTLE OUTSTANDING DEBT FOR THE PROPERTY YOU ARE MOVING INTO s 0ROVIDE ACCESS FOR 75# TO INSTALL METER How to register an account under your name if you are a tenant and not the property owner s ,EASE !GREEMENT s 4ITLE $EED ,AND "OARD #ERTIlCATE FOR PLOT /WNER s 2EFUNDABLE DEPOSIT s &ILL IN &ORM s /UTSTANDING DEBT SETTLEMENT BY PLOT OWNER OR CUSTOMER s 0ROVIDE !CCESS FOR METER READING TO INSTALL METER AND PHYSICAL SUPPLY How to avoid high water bills s -AKE SURE THERE ARE NO LEAKAGES IN THE TOILETS OR ANY WATER TAP WITHIN THE PLOT s 'IVE 75# METER READERS ACCESS TO TAKE READINGS AT YOUR PLOT s 3UBMIT YOUR READINGS MONTHLY AT
PROCEDURE FOR NEW CONNECTIONS & SIGNING OF WATER SUPPLY AGREEMENTS
REQUIRE DOCUMENTS FOR VARIOUS APPLICANTS WIDOWED APPLICANTS National Identity Card Marriage certificate PC number /Plot Number PLOTS WITHOUT A LANDBOARD CERTIFICATE National Identity Card Affidavit from the Chief PC number / Plot Number
ORPHANED APPLICANTS REQUIRING CONNECTION IN DECEASED PARENTS PROPERTY National Identity Card Title deed (showing name of deceased and death certificate) Letter from family members e.g brothers, sisters or relative Affidavit from the Chief PC number / Plot Number
DIVORCED APPLICANTS National Identity Card Letter from court of law (Decree absolute) Title deed or certificate of the plot PC number / Plot Number TENANT Lease agreement Title deed (should always have the names of the plot owner) PC number / Plot Number National Identity Card Deposit amount (vary from one area to another)
COMPANIES Certificate of incorporation Title deed Form 2 or 14 Official stamp Resolution letter (Letter written by the Directors on a Company Letterhead stating who will be in charge of the water account) PC number / Plot Number Deposit amount (vary from one area to another CHURCHES /SOCIETIES Title deed Certificate of incorporation/Registration Certificate Stamp NB:Certified copies of the necessary documents should be submitted.
How to take your meter readings? s 2ECORD ALL THE NUMBERS THAT APPEAR ON YOUR METER AND SUBMIT THEM AT OUR TOLL FREE NUMBER How to determine who is responsible/or repairing pipe leaks within my property s 75# S RESPONSIBILITY FOR REPAIRS ENDS AT THE METER ANYWHERE ELSE WITHIN PLOT THE PROPERTY IT IS THE CUSTOMER S RESPONSIBILITY How to get your meter tested s 3UBMIT YOUR REQUEST TO ANY OF THE 75# 2EVENUE /FlCES -ETER TESTING CARRIES A 0 CHARGE refundable only if the meter is found to be faulty. How to avoid having your water supply disconnected s 3ETTLE YOUR BILL ON TIME
Toll free number 0800 555 555
facebook.com/waterutilities website: www.wuc.bw contactcentre@wuc.bw SMS : 16299 399 25 00