tool for evaluating the application of good practices for customer services in a water utility by IDB

MATRIX OF LEVELS OF CUSTOMER SERVICE DEVELOPMENT FOR A WATER & SANITATION COMPANY Appraisal Format NAME:

DATE:

User's Guide: Evaluate the level at which your business is located for each of the attributes of the matrix, selecting one o answering options for each question. To display the text of the question, drag the pointer to the number.

ATTRIBUTES

A. BILLING FACTORY (the billing process)

B. BILLING FACTORY (tools)

C. REVENUES MANAGEMENT

D. CUSTOMER CARE

E. CUSTOMER MARKETING

F. SUBJECTIVE ASSESSMENT

1 Question 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 6 1 2 3 4 5 6 7 1 2 3 4 5 6 7 8 1 2 3 4 5 1 2

2 Answer

Question 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 6 1 2 3 4 5 6 7 1 2 3 4 5 6 7 8 1 2 3 4 5 1 2

3 Answer

Question 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 1 2 3 4 5 6 7 1 2 3 4 5 6 7 8 1 2 3 4 5 1 2

Answer

COMMENTS

Answering Options a

Done today, or better

Not done today, but is scheduled for next year

Not done today and not scheduled If question does not apply, please leave in blank

NITATION COMPANY

of the matrix, selecting one of the 3 e pointer to the number. 4 Question 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 1 2 3 4 5 6 1 2 3 4 5 6 7 8 1 2 3 4 5 1 2

Answer

ons year

MATRIX OF LEVELS OF CUSTOMER SERVICE DEVELOPMENT FOR A WATER & SANITATION COMPANY Appraisal Format NAME:

DATE:

ATTRIBUTES

A. BILLING FACTORY (the billing process)

B. BILLING FACTORY (tools)

C. REVENUES MANAGEMENT

D. CUSTOMER CARE

E. CUSTOMER MARKETING

F. SUBJECTIVE ASSESSMENT

1 Question 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 6 1 2 3 4 5 6 7 1 2 3 4 5 6 7 8 1 2 3 4 5 1 2

2 Answer

Question 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 6 1 2 3 4 5 6 7 1 2 3 4 5 6 7 8 1 2 3 4 5 1 2

3 Answer

Question 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 1 2 3 4 5 6 7 1 2 3 4 5 6 7 8 1 2 3 4 5 1 2

Answer

COMMENTS

Answering Options a

Done today, or better

Not done today, but is scheduled for next year

Not done today and not scheduled If question does not apply, please leave in blank

NITATION COMPANY

of the matrix, selecting one of the 3 e pointer to the number. 4 Question 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 1 2 3 4 5 6 1 2 3 4 5 6 7 8 1 2 3 4 5 1 2

Answer

ons year

MATRIX OF LEVELS OF CUSTOMER SERVICE DEVELOPMENT FOR A WATER & SANITATION COMPANY Appraisal Format NAME:

DATE:

ATTRIBUTES

A. BILLING FACTORY (the billing process)

B. BILLING FACTORY (tools)

C. REVENUES MANAGEMENT

D. CUSTOMER CARE

E. CUSTOMER MARKETING

F. SUBJECTIVE ASSESSMENT

1 Question 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 6 1 2 3 4 5 6 7 1 2 3 4 5 6 7 8 1 2 3 4 5 1 2

2 Answer

Question 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 6 1 2 3 4 5 6 7 1 2 3 4 5 6 7 8 1 2 3 4 5 1 2

3 Answer

Question 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 1 2 3 4 5 6 7 1 2 3 4 5 6 7 8 1 2 3 4 5 1 2

Answer

COMMENTS

Answering Options a

Done today, or better

Not done today, but is scheduled for next year

Not done today and not scheduled If question does not apply, please leave in blank

NITATION COMPANY

of the matrix, selecting one of the 3 e pointer to the number. 4 Question 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 1 2 3 4 5 6 1 2 3 4 5 6 7 8 1 2 3 4 5 1 2

Answer

ons year

MATRIX OF LEVELS OF CUSTOMER SERVICE DEVELOPMENT FOR A WATER & SANITATION COMPANY Appraisal Format NAME:

DATE:

ATTRIBUTES

A. BILLING FACTORY (the billing process)

B. BILLING FACTORY (tools)

C. REVENUES MANAGEMENT

D. CUSTOMER CARE

E. CUSTOMER MARKETING

F. SUBJECTIVE ASSESSMENT

1 Question 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 6 1 2 3 4 5 6 7 1 2 3 4 5 6 7 8 1 2 3 4 5 1 2

2 Answer

Question 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 6 1 2 3 4 5 6 7 1 2 3 4 5 6 7 8 1 2 3 4 5 1 2

3 Answer

Question 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 1 2 3 4 5 6 7 1 2 3 4 5 6 7 8 1 2 3 4 5 1 2

Answer

COMMENTS

Answering Options a

Done today, or better

Not done today, but is scheduled for next year

Not done today and not scheduled If question does not apply, please leave in blank

NITATION COMPANY

of the matrix, selecting one of the 3 e pointer to the number. 4 Question 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 1 2 3 4 5 6 1 2 3 4 5 6 7 8 1 2 3 4 5 1 2

Answer

ons year

MATRIX OF LEVELS OF CUSTOMER SERVICE DEVELOPMENT FOR A WATER & SANITATION COMPANY Appraisal Format NAME:

DATE:

ATTRIBUTES

A. BILLING FACTORY (the billing process)

B. BILLING FACTORY (tools)

C. REVENUES MANAGEMENT

D. CUSTOMER CARE

E. CUSTOMER MARKETING

F. SUBJECTIVE ASSESSMENT

1 Question 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 6 1 2 3 4 5 6 7 1 2 3 4 5 6 7 8 1 2 3 4 5 1 2

2 Answer

Question 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 6 1 2 3 4 5 6 7 1 2 3 4 5 6 7 8 1 2 3 4 5 1 2

3 Answer

Question 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 1 2 3 4 5 6 7 1 2 3 4 5 6 7 8 1 2 3 4 5 1 2

Answer

COMMENTS

Answering Options a

Done today, or better

Not done today, but is scheduled for next year

Not done today and not scheduled If question does not apply, please leave in blank

NITATION COMPANY

of the matrix, selecting one of the 3 e pointer to the number. 4 Question 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 1 2 3 4 5 6 1 2 3 4 5 6 7 8 1 2 3 4 5 1 2

Answer

ons year

MATRIX OF LEVELS OF CUSTOMER SERVICE DEVELOPMENT FOR A WATER & SANITATION COMPANY Appraisal Format NAME:

DATE:

ATTRIBUTES

A. BILLING FACTORY (the billing process)

B. BILLING FACTORY (tools)

C. REVENUES MANAGEMENT

D. CUSTOMER CARE

E. CUSTOMER MARKETING

F. SUBJECTIVE ASSESSMENT

1 Question 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 6 1 2 3 4 5 6 7 1 2 3 4 5 6 7 8 1 2 3 4 5 1 2

2 Answer

Question 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 6 1 2 3 4 5 6 7 1 2 3 4 5 6 7 8 1 2 3 4 5 1 2

3 Answer

Question 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 1 2 3 4 5 6 7 1 2 3 4 5 6 7 8 1 2 3 4 5 1 2

Answer

COMMENTS

Answering Options a

Done today, or better

Not done today, but is scheduled for next year

Not done today and not scheduled If question does not apply, please leave in blank

NITATION COMPANY

of the matrix, selecting one of the 3 e pointer to the number. 4 Question 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 1 2 3 4 5 6 1 2 3 4 5 6 7 8 1 2 3 4 5 1 2

Answer

ons year

MATRIX OF LEVELS OF CUSTOMER SERVICE DEVELOPMENT FOR A WATER & SANITATION COMPANY Appraisal Format NAME:

DATE:

ATTRIBUTES

A. BILLING FACTORY (the billing process)

B. BILLING FACTORY (tools)

C. REVENUES MANAGEMENT

D. CUSTOMER CARE

E. CUSTOMER MARKETING

F. SUBJECTIVE ASSESSMENT

1 Question 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 6 1 2 3 4 5 6 7 1 2 3 4 5 6 7 8 1 2 3 4 5 1 2

2 Answer

Question 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 6 1 2 3 4 5 6 7 1 2 3 4 5 6 7 8 1 2 3 4 5 1 2

3 Answer

Question 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 1 2 3 4 5 6 7 1 2 3 4 5 6 7 8 1 2 3 4 5 1 2

Answer

COMMENTS

Answering Options a

Done today, or better

Not done today, but is scheduled for next year

Not done today and not scheduled If question does not apply, please leave in blank

NITATION COMPANY

of the matrix, selecting one of the 3 e pointer to the number. 4 Question 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 1 2 3 4 5 6 1 2 3 4 5 6 7 8 1 2 3 4 5 1 2

Answer

ons year

MATRIX OF LEVELS OF CUSTOMER SERVICE DEVELOPMENT FOR A WATER & SANITATION COMPANY Appraisal Format NAME:

DATE:

ATTRIBUTES

A. BILLING FACTORY (the billing process)

B. BILLING FACTORY (tools)

C. REVENUES MANAGEMENT

D. CUSTOMER CARE

E. CUSTOMER MARKETING

F. SUBJECTIVE ASSESSMENT

1 Question 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 6 1 2 3 4 5 6 7 1 2 3 4 5 6 7 8 1 2 3 4 5 1 2

2 Answer

Question 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 6 1 2 3 4 5 6 7 1 2 3 4 5 6 7 8 1 2 3 4 5 1 2

3 Answer

Question 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 1 2 3 4 5 6 7 1 2 3 4 5 6 7 8 1 2 3 4 5 1 2

Answer

COMMENTS

Answering Options a

Done today, or better

Not done today, but is scheduled for next year

Not done today and not scheduled If question does not apply, please leave in blank

NITATION COMPANY

of the matrix, selecting one of the 3 e pointer to the number. 4 Question 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 1 2 3 4 5 6 1 2 3 4 5 6 7 8 1 2 3 4 5 1 2

Answer

ons year

MATRIX OF LEVELS OF CUSTOMER SERVICE DEVELOPMENT FOR A WATER & SANITATION COMPANY Appraisal Format NAME:

DATE:

ATTRIBUTES

A. BILLING FACTORY (the billing process)

B. BILLING FACTORY (tools)

C. REVENUES MANAGEMENT

D. CUSTOMER CARE

E. CUSTOMER MARKETING

F. SUBJECTIVE ASSESSMENT

1 Question 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 6 1 2 3 4 5 6 7 1 2 3 4 5 6 7 8 1 2 3 4 5 1 2

2 Answer

Question 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 6 1 2 3 4 5 6 7 1 2 3 4 5 6 7 8 1 2 3 4 5 1 2

3 Answer

Question 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 1 2 3 4 5 6 7 1 2 3 4 5 6 7 8 1 2 3 4 5 1 2

Answer

COMMENTS

Answering Options a

Done today, or better

Not done today, but is scheduled for next year

Not done today and not scheduled If question does not apply, please leave in blank

NITATION COMPANY

of the matrix, selecting one of the 3 e pointer to the number. 4 Question 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 1 2 3 4 5 6 1 2 3 4 5 6 7 8 1 2 3 4 5 1 2

Answer

ons year

MATRIX OF LEVELS OF CUSTOMER SERVICE DEVELOPMENT FOR A WATER & SANITATION COMPANY Appraisal Format NAME:

DATE:

ATTRIBUTES

A. BILLING FACTORY (the billing process)

B. BILLING FACTORY (tools)

C. REVENUES MANAGEMENT

D. CUSTOMER CARE

E. CUSTOMER MARKETING

F. SUBJECTIVE ASSESSMENT

1 Question 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 6 1 2 3 4 5 6 7 1 2 3 4 5 6 7 8 1 2 3 4 5 1 2

2 Answer

Question 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 6 1 2 3 4 5 6 7 1 2 3 4 5 6 7 8 1 2 3 4 5 1 2

3 Answer

Question 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 1 2 3 4 5 6 7 1 2 3 4 5 6 7 8 1 2 3 4 5 1 2

Answer

COMMENTS

Answering Options a

Done today, or better

Not done today, but is scheduled for next year

Not done today and not scheduled If question does not apply, please leave in blank

NITATION COMPANY

of the matrix, selecting one of the 3 e pointer to the number. 4 Question 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 1 2 3 4 5 6 1 2 3 4 5 6 7 8 1 2 3 4 5 1 2

Answer

ons year

MATRIX OF LEVELS OF CUSTOMER SERVICE DEVELOPMENT FOR A WATER & SANITATION COMPANY Level of Development Attribute

1 2 1. No meters are used for billing (there 1. Metering is used only for billing large may be meters, but not for billing) customers 2. Billing is annual (one bill per year per 2. Billing is monthly (one bill per month per connection) connection)

A. BILLING FACTORY (the billing process)

3. Bill format is simple (amount to pay, 3. Bill format is simple, but all the data due-date), and it is difficult to recalculate needed to recalculate the bill are present the bill with the printed data 4. Average time between meter reading 4. Average time between meter reading and bill distribution to the customer > 5 and bill distribution to the customer < 5 days days 5. No bill distribution (bill is printed when 5. Bills are printed and mailed customer pays) (outsourcing) but without control of the quality of distribution 6. Due-date is beyond the billing period 6. Time to pay is less than a week or more (the next bill comes before the due-date) than 3 weeks 7. Bills are mainly paid in cash through 7. Bills' payments are mainly done in collectors company branches, and use little or no banking tools 8. Collection rate is monitored on a global 8. Collection rate is monitored by billing basis only, year by year period

9. Error rate in billing is not monitored 10. Less than 100 000 bills per year

9. Complete billing batches had to be redone in the past 2 years 10. From 100 000 to 1 million bills per year

1. One connection = one customer

1. Differentiation of the concepts of "Customer" and "Contract" (a client may have multiple contracts, each contract representing a connection)

B. BILLING FACTORY (tools)

2. The Data Model of the CIS is unknown 2. The Data Model is known but does not manage all the cases encountered in the field

3. "Name" and "Address" fields are in free 3. "Name" and "Address" fields are in free text text 4. IT infrastructure is mainframe, using 4. IT infrastructure is mainframe with mainly batch processes transactional activities and relational databases 5. No integration of the billing system with 5. The billing system handles all company the other information systems (light billings (including non-periodic) and is accounting interface) interfaced with the accounting system (general & analytical) 6. Meter reading tools: index cards per individual meter

6. Meter reading tools: Reading routes managed by the CIS; meter readers uses paper listing (data capture)

C. REVENUES MANAGEMENT

1. Collection rate is lower than 80 %

1. Collection rate is > 90% for Large Customers

2. Large Customers: no differentiation with other customers

2. Large customers: Statistics and KPI dedicated at monitoring Large Customers

3. Metering: no meters (or not used for billing)

3. Metering: No meters management policy (meters are replaced when broken) Meter reading errors > 10% 4. Tackling fraud: Unsystematic campaigns for detection & regularization

4. Tackling fraud: Only by chance

5. Tariff study has not been updated for 5. Rates allow the financial balance of the over 10 years; company but an updated tariff study is Rates do not allow the financial balance of required to include future investments the company needs 6. It is almost impossible to get a new 6. New connection costs are too high for connection the majority of newly served people 7. No process to tackle delinquents (debt 7. Long time before engaging the debt recovery) recovery processes (more than 6 months after the first unpaid bill); Lack of pertinence of many legal procedures

1. No Call Center, but there is at least one 1. A Call Center is open during business phone number to call the company during hours business hours 2. The Call Center handles only 2.The Call Center handles technical information queries (it is impossible to complaints and some simple commercial manage any commercial process online) processes

D. CUSTOMER CARE

3. % of calls answered within pre-defined time-scales < 80% (or not measured) 4. Call Center agents training: - general training about call management; - No pre-defined scripts

3. % of calls answered within pre-defined time-scales is between 80% and 90 % 4. Call Center agents are trained to handle the most frequent queries / complaints (technical & commercial); in case of more complex queries, there is no possibility to upgrade to a specialized agent

5. Branches: 5. Branches well organized (flow - Poor presentation; separation between customers and staff; - No flow separation between customers queue management; etc.) but more and staff; branches are needed to get a good quality -High waiting time (>30 ') at some times of service (peak hours) or to avoid the customer a long trip to reach one 6. There is a "subscriber regulation" which 6. The Service Regulation is well is not systematically given to the customer distributed; it does not set "enforceable (nevertheless it is binding on him) rights" at the benefit of customers (in particular, no penalty in case of water company failures) 7. A website is reserved by the company 7. A company's website is dedicated to the but unused (just a presentation page) public and gives basic information about the company, commercial information (branches addresses, opening hours, phone numbers,â&#x20AC;Ś) and technical information (water sources, technologies, â&#x20AC;Ś) 8. No time limit for commercial processes 8. Time limits are defined for major commercial processes, but exceeding them is free of penalties; These time limits are used for computing some quality of service KPI 1. Satisfaction surveys are carried out, 1. The company has developed a stable sometimes using the company's own and reproducible methodology to conduct resources (or the company does not carry its satisfaction surveys satisfaction surveys)

E. CUSTOMER MARKETING

2. The company does not use 2. Segmentation of customers database is segmentation technologies (customers done according to tariff needs database) 3. No defined policy for communication 3. Customer communication tools are with customers developed according to specific needs (mainly leaflets); No dedicated budget for customer communication

4. No policy for educational programs 4. The company organizes an "open (some actions may be developed house" at least once a year and provides, nevertheless) on request, site visits to local residents

5. Low-Income areas: 5. Low-Income areas: Facilities to get the service on a case by Policy to facilitate obtaining an individual

F. SUBJECTIVE ASSESSMENT

1. The customer service is too expensive 1. The cost of the customer service is and does not provide a good level of correct, but customer satisfaction is not service: a full reengineering of that activity there and we must invest in new is needed technologies to improve the customer relationship 2. The basic parameters are provided 2. The performance of the customer (billing) but the company's image is very service system is correct: the basic weak (customers' dissatisfaction with the functions are provided (billing, collection, quality of service) complaints management) but the quality of service is significantly lower than the one provided by the leaders in public services ACRONYMS

ATM

Automatic Teller Machine

CIS:

Customer Information System

KPI

Key Performance Indicator

OF CUSTOMER SERVICE DEVELOPMENT ATER & SANITATION COMPANY See below the lexicon of acronyms

Level of Development 3 4 1. Metering is the standard for all 1. Metering is the standard, and there is a customers, but there remain a significant meter control & maintenance policy aimed at number of anomalies (>5%) containing anomalies to less than 5% 2. Billing is bi-monthly or quarterly 2. Frequency of billing is customizable to the customer's request (for example, between 2 and 6 months) 3. All data needed to recalculate the bill 3. All data needed to recalculate the bill are are present, and the bill is used as a present, the bill is used as a communication media with customers and it is multi-media (i.e. communication media with customers ability to get the bill via the Internet) 4. Average time between meter reading 4. Bill distribution at the same time that meter and bill distribution to the customer < 5 reading (except complex cases or anomalies) days, and discrepancies are investigated 5. Bills are printed and distributed by the 5. Bills distribution is outsourced with a company employees who are trained to permanent monitoring of its quality deal with distribution anomalies 6. Time to pay is between 2 and 3 weeks 6. Time to pay is between 2 and 3 weeks, and is customizable according to customer needs (for instance, choice of the day in the month to facilitate customer's cash flow) 7. Customers may pay - in cash or check - 7. The full range of modern means of payment in third party networks (supermarkets, (credit card, ATM, Internet) and third party local networks may be used by customers to pay drugstores, "pago facil", etc.) their bills 8. Collection rate is monitored by billing 8. Collection rate is monitored by billing period, period, distinguishing between different distinguishing between different categories of categories of customers customers, with several measurement points in time (dynamic monitoring) 9. Error rate in billing is monitored and 9. Error rate in billing is monitored and under control (<1%) negligible (<0.1%) 10. From 1 to 10 millions bills per year 10. More than 10 millions bills per year

1. Differentiation of the concepts of 1. Differentiation of the concepts of "Customer" "Customer" and "Contract", and possible and "Contract"; possible consolidation of consolidation of contracts according to the contracts according to the customer's needs; customer's needs management of individual meters in condominiums with allocation of the consumption gap with the main meter 2. The Data Model is known and manages 2. The Data Model is known and manages the the concepts of "Customer", 'Delivery concepts of "Customer", 'Delivery Point", Point", "Metering Point". "Metering Point"; these concepts are "Name" and "Address" fields are understood and fully used by the water structured company "Name" and "Address" fields are structured and there is a streets directory

3. IT infrastructure uses data servers, 3. Web-based ("light client") application servers and client PCs 4. The billing system handles all company 4. The CIS is fully integrated with the other IT billings (including non-periodic), is systems, including accounting system, field interfaced with the accounting system operations management (general & analytical), and is fully interfaced with the customer care tools 5. Meter reading tools 5. Meter reading tools: Handheld computers, interfaced with the Improved handheld computers (GPS, digital photo, etc) and ability to print on site notices billing software and/or water bills

1. Collection rate is above 90% (monitored 1. Collection rate is above 98% (monitored by by billing period), and above 95% for billing period) Large Customers 2. Large Customers: 2. Metering: Dedicated metering policy (meters type, - Dedicated policies for Large Customers maintenance, reading frequency) (meter maintenance, meter reading, billing frequency, collection management) - Meter management policy for all meters, including domestic meters (by sampling) 3. Metering: Systematic calibration of large meters (Ă¸> - Meter reading errors < 2% 1 inch) Meter reading errors rate < 10% 4. Tackling fraud: 3. Tackling fraud: Corporate policy for detection & Training program for employees; regularization with systematic campaigns Corporate policy for detection & regularization with systematic campaigns 5. Rates structure is in phase with the 4. Rates come from a recent tariff study (<5 customer segmentation and the years) investments needs, but the tariff study is Rates are easily understandable to customers; more than 5 years old Allow water sector financing; Help save water 6. Mechanisms allow the financing of new 5. Mechanisms allow the financing of new water connections for almost everyone, water or sewerage connections, according to but sewerage connection costs are still too customers' financial ability expensive 7. The company enforces a debt recovery 6. The company has the debt recovery tools policy, but with a steadily growing stock of needed for a speedy treatment of delinquency, litigation therefore maintaining irrecoverable bills to a very low level (<1% of sales)

1. A Call Center is open during extended 1. The Call Center is on duty 24/7 business hours, with someone on duty 24 hours for technical emergencies 2.The Call Center handles technical 2. All customer management processes are complaints and some simple commercial handled by the Call Center, and the customer is processes; never obliged to go to a Branch The Call Center handles online payments 3. % of calls answered within pre-defined 3. % of calls answered within pre-defined timetime-scales is > 90 % scales is > 98 % 4. Call Center agents are trained to handle 4. All types of queries / complaints (technical & the most frequent queries / complaints commercial) are documented and Call Center (technical & commercial); agents are trained to deal with them; There is an online information database to There is an online knowledge database to provide the accurate information to all provide the accurate information to all agents; agents; Appointments are set-up online, including for In case of more complex queries, they technical assistance; transfer the call to a specialized / more Data exchange is automatic between the Call qualified agent Center and the field operations (both ways) 5. Branches well located and in sufficient 5. Branches which favorably benchmark to number leaders in customer service (often private - Good customers information (processes, banks branches); activities, KPI,etc); - Mobile branches to reach customers where - ATM for auto-assistance they gather (for instance, markets) or to ensure a periodic presence in remote areas 6. In addition to the Service Regulation, 6. A "Customer Charter" sets out the rights and the company decides to guarantee some duties of the two parties (the customer, the rights to the customer (selection made by water company); the company, not binding and chosen The Customer Charter was approved by the among those the company may assume authorities, and there are penalties for with low risk) breaches 7. A company's website is dedicated to the 7. The website for customers can favorably public; it gives basic information about the benchmark with the best ones; it allows to company, commercial information process or initiate all commercial processes (branches addresses, opening hours, (including online payments); it is used to phone numbers,etc) and technical communicate with customers and develop information (water sources, loyalty technologies,etc); it allows to do a selection of simple business transactions 8. Time limits are defined for major 8. Time limits are set up in the Customer commercial processes, and exceeding Charter and penalties are due by the company them creates warnings; in case of failure to comply These time limits are used for computing some quality of service KPI 1. Satisfaction surveys are conducted by 1. Satisfaction surveys are conducted by an an external consultant; their results are for external consultant; They include a internal use only benchmarking with others service providers; Surveys are done on a periodic basis (each 6 months or each year if no seasonality) with trend and gap analysis, and their results are used for internal and external communication 2. In addition to tariff categories, the 2. Each customer segment is identified in order company identifies some important to design a tailored customer service customers categories (such as Large (Customer Care, Billing Factory,etc) Customers, VIP,etc) and proposes some tailored services (customer care) 3. An annual customer communication 3. The company has set up a media plan to program exists but it does not rely on a match the best services companies, using marketing approach (no marketing different media (leaflets, radio, internet, on-site researches on customers communication events); needs) Measurements of the performance of customer communication are done periodically; There is - within the company organization - a structure responsible for customers communication (policy, budgets, etc.) 4. The company has a structured program 4. The company has a structured program of of site visits for civil society and local site visits for civil society and local authorities, authorities, and participates in events of and participates in events of local life to local life to promote the correct use of promote the correct use of water and water and sanitation sanitation; Educational programs are developed for prescribed segments of civil society (housewives, schools,etc.) 5. Low-Income areas: 5. Development of a dedicated services' package allowing access to water & sewerage - Social tariff for water & sewerage with

1. Customer service system works well 1. The value of the customer service system is and generates the right level of customer excellent (cost of the bill, collection rate, satisfaction, but its costs are excessive customer satisfaction) and modern and will require an adjustment in the future technologies are enforced where useful 2. The performance of the customer service of the company is in phase with the one provided by the major players in public services

ACRONYMS

2. The performance of the customer service of the company is the best of all public services in the country.

MATRIX OF LEVELS OF CUSTOMER SERVICE DEVELOPMENT FOR A WATER & SANITATION COMPANY Appraisal Format NAME:

DATE:

ATTRIBUTES

A. BILLING FACTORY (the billing process)

B. BILLING FACTORY (tools)

C. REVENUES MANAGEMENT

D. CUSTOMER CARE

E. CUSTOMER MARKETING

F. SUBJECTIVE ASSESSMENT

1 Question 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 6 1 2 3 4 5 6 7 1 2 3 4 5 6 7 8 1 2 3 4 5 1 2

2 Answer

Question 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 6 1 2 3 4 5 6 7 1 2 3 4 5 6 7 8 1 2 3 4 5 1 2

3 Answer

Question 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 1 2 3 4 5 6 7 1 2 3 4 5 6 7 8 1 2 3 4 5 1 2

Answer

COMMENTS

Answering Options a

Done today, or better

Not done today, but is scheduled for next year

Not done today and not scheduled If question does not apply, please leave in blank

NITATION COMPANY

of the matrix, selecting one of the 3 e pointer to the number. 4 Question 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 1 2 3 4 5 6 1 2 3 4 5 6 7 8 1 2 3 4 5 1 2

Answer

ons year

SURVEYS TABULATION ATTRIBUTES

A. BILLING FACTORY (the billing process)

LEVEL 1

B. BILLING FACTORY (tools)

C. REVENUES MANAGEMENT

D. CUSTOMER CARE

E. CUSTOMER MARKETING

F. SUBJECTIVE ASSESSMENT

ATTRIBUTES

Click for computing ?

1 2 3 A. BILLING FACTORY (the billing process)

TABULATION a b c

TABULATION (%) a b c #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!

TABULATION 2 a b c

TABULATION 2 a b c #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!

1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 6 1 2 3 4 5 6 7 1 2 3 4 5 6 7 8 1 2 3 4 5 1 2 ?

Surveys done:

A. BILLING FACTORY (the billing process)

LEVEL 2

B. BILLING FACTORY (tools)

C. REVENUES MANAGEMENT

D. CUSTOMER CARE

E. CUSTOMER MARKETING

F. SUBJECTIVE ASSESSMENT

ATTRIBUTES

A. BILLING FACTORY (the billing process)

LEVEL 3

B. BILLING FACTORY (tools)

4 5 6 7 8 9 10 1 2 3 4 5 6 1 2 3 4 5 6 7 1 2 3 4 5 6 7 8 1 2 3 4 5 1 2 ? 1 2 3 4 5 6 7 8 9 10 1 2

#DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! TABULATION 3 a b c

TABULATION 3 a b c #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!

LEVEL 3

B. BILLING FACTORY (tools)

C. REVENUES MANAGEMENT

D. CUSTOMER CARE

E. CUSTOMER MARKETING

F. SUBJECTIVE ASSESSMENT

ATTRIBUTES

A. BILLING FACTORY (the billing process)

LEVEL 4

B. BILLING FACTORY (tools)

C. REVENUES MANAGEMENT

D. CUSTOMER CARE

3 4 5 1 2 3 4 5 6 7 1 2 3 4 5 6 7 8 1 2 3 4 5 1 2 ? 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 1 2 3 4 5 6 1

#DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!

TABULATION 4 a b c #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!

LEVE D. CUSTOMER CARE

E. CUSTOMER MARKETING

F. SUBJECTIVE ASSESSMENT

2 3 4 5 6 7 8 1 2 3 4 6 1 2

Answering Options a b

Done today, or better Not done today, but is scheduled for next year

Not done today and not scheduled If question does not apply, please leave in blank

#DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!

0 38 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 38 1 2 3

4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 37 1 2 3 4 5 6 7 8 9 10 11 12

13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 36 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22

23 24 25 26 27 28 29 30 31 32 33 34 35 36

Key Indicators of level of development in customer service for water & sewerage compan Map of evaluation and action plan Click for computing

Level 1

Level 2

A. BILLING FACTORY (the billing process)

B. BILLING FACTORY (tools)

C. REVENUES MANAGEMENT

D. CUSTOMER CARE

E. CUSTOMER MARKETING F. SUBJECTIVE ASSESSMENT

Done today, or better Not done today, but is scheduled for next year Not done today and not scheduled Question does not apply

Level 3

er & sewerage companies

Level 4

TOOL FOR EVALUATING THE APPLICATION OF GOOD PRACTICES FOR CUSTOMER SERVICES IN A WATER UTILITY Note: macro tools of this file are disabled, please contact Jorge Ducci (jducci@iadb.org) or Martin Soulier Faure (msoulier@iadb.org) to request the macro enabled file.

HOW TO USE IT This software may be used in various ways: 1. The answering format can be completed by various key executives of the WU: members of senior management, IT manager, customer services manager (billing, customer care), operations manager, chief financial officer. In this case, the tool is used to determine the degree of subjective consensus on the progress of CS in a WU. 2. The format can be filled out as a result of an external evaluation of the Customer Services of a WU, and discuss it with the WU executives, focusing on the "yellow" answers, i.e. those that would be implemented during the next year, and "red" answer of the higher levels of development, i.e. missing practices for improving CS. In this case, the tool is used as a diagnostic tool and for negotiating an action plan.

3. The format may be filled out by different WU of the same kind (same size, same country, same organization,...). In this case, it will be used for identifying common issues about progress or critical barriers in relation with CS. Also it may permit to identify why a WU is developing its CS a different way. It can also be used as a dialogue basis with Authorities (Government, Regulator, City Hall,...).

INSTRUCTIONS 1. Get acquainted with the Matrix of Progress ("Matrix EPE" sheet) for the Water and Sanitation Companies This Matrix proposes four progressive levels of development of CS, in column from left to right; and also it presents six sets of practices and results for CS. 2. These sets of practices, from top to bottom, are the following ones: A. Billing Factory; B. Billing Tools; C. Revenues Management; D. Customer Care; E. Customer Marketing; and F. Subjective Assessment.

3. In each set of practices, for each level of development, there are one or more items which must be evaluated by the one using the format. Be sure of understanding with all clarity the meaning of each one of these items. In case of doubt please ask clarification to the manager of this tool. The best would be to get a training about the concepts and main characteristics of CS for a WU before using that tool.

4. Go to the Excel sheet named "Format" and put the pointer on the different numbered cells of the sheet: you will see that all the items of the Matrix are here. By doing a single click on the cell on the right of an item, you will see the 3 options for answering: a

Done today, or better

Not done today, but is scheduled for next year

Not done today and not scheduled

If question does not apply, please leave in blank

5. Then go to the Excel sheet which has been assigned to you by the manager of that tool. On each of the white cells, capture "a", "b" or "c" according to your opinion. Please try to answer by one of that 3 options, because cells leaved in white must be investigated in order to get sure their practices do not apply to your company. 6. Please inform the manager of the tool when you finished the format. The manager will get back the format and do the "click for computing". Then the tool will present a visual synthesis of your mutual exercise. Then you can initiate the discussion about a new Action Plan.

OBSERVATIONS FOR THE MANAGER OF THE TOOL 1. Make sure macros are enabled before running the tool. If the macros are disabled, close the Excel book, then reopen it and select the option to enable macros. Usually this option is displayed as a popup when opening the file or as a bar of "Security Warning" located at the top of the page. In this case you must click on "Options" and then in the window that opens, set "Enable Content" and then "OK."

2. Each time you insert a new "Format" sheet, it must be done before the sheets with red tabs for a right using of the macros. 3. For generating the results of the semaphore after the filling of the "Format" sheets, you must go to the "matrix Graph" sheet an do a click on the "Click for computing" button. 4. Save the Excel book with a different name each time you use it. Then you will keep the tool ready for a new session. 5. Once you have generated the semaphore, please review the questions left in white and assure that the reasons for which these questions do not apply to your company is effectively justifiable from a CS point of view.

NOTICE The "Matriz de Avance en GC para EPE" is a development of the IFC. The IFC has authorize its use by the IDB. Various modifications have been made on the sheets for adapting them to Water Utilities and to Customer Services. The IDB is the owner of the present tool using the IFC original concept.

CTICES

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