NWSC Awarded for Best Digital Customer Service in Gov’t

National Water and Sewerage Corporation NWSC) has won two awards for “Best Government Agency on Social Media” and “Best Customer Service” in the 2017 Digital Impact Awards.

The NWSC Senior Manager I.T Mr John Nkwanga and Ms Sarah Namuwenge the Corporate communications Manager received the award during the Digital Impact Awards ceremony held at Kampala Serena Hotel on Friday.

Organized by Hipipo Digital, the awards aimed at discovering, promoting, encouraging and rewarding innovation and best practices for web, mobile e-services, digital finance and cyber security.

In accepting the recognition, John Nkwanga referred to the award as a reaffirmation of the Corporation’s commitment towards water for all, for a delighted customer by a delighted workforce.

The Corporation has recently adopted several modern communication and digital innovations to improve customer experience including a 24 hour interaction on social platforms as well as a quick and easy to use NWSC Mobile App and E-water payment system.

NWSC MD Dr. Eng. Silver Mugisha attributed the achievements to investment in infrastructure along with an open door policy which has made customer service better.

The water agency’s customer service index currently stands at 88%.

“Previously, NWSC was more profit oriented but the institution has since changed its focus to infrastructure which has doubled our asset worth,” Dr. Silver Mugisha said.

“In the last three years, NWSC has been able to grow the number of people that access water from 4 to 7 million. At NWSC, we commit to continuous improvement and innovation to better service delivery in Uganda,” he added.

In addition, the Corporation has introduced a number of customer engagement programmes namely; Water Community Communication Clubs (WACOCO), Water Baraza’s, Customer connect sessions in places of worship, night hang outs and markets with an aim of improving customer service.