Complaint handling and maintenance system
This practice concerns the installation and use of a web based Complaints and Maintenance Management System (DCMMS) for water and wastewater networks linked to the GIS database of the utility. This system improves the performance of the utility and its public image. The system documents the customers’ complaint and issues an immediate administrative order with geo-referenced location to the field emergency teams to address the reported complaint. This information is also introduced into the GIS database as it comprises very relevant data concerning possible bottlenecks (such as repeated pipe bursts) in the system. This system is used among others by Sana’a LC and Ibb LC.
Description of the problem
There are a lot of bursts and leaks in the water network and blockages and overflows in the sewers on a daily basis. Customers can be very helpful in reporting these situations but are facing problems for lack of a clear reporting mechanism and lack of appropriate interaction with the utility. The customer in general lacks contact information of the utility and has even more problems to try to contact outside official working hours. As a result leakage are not quickly detected and repaired and sewerage overflows are not quickly solved thus generating more environmental pollution. Slow repairs imply a considerable water and financial loss for the utility and generate a bad image. Lack of customer reporting also makes it more difficult for maintenance teams to identify the problem location and to obtain necessary administrative orders that preserve their financial incentives or required technical information.
Description of the good practice
The practice consists in the establishment of an automated complaint handling system (DCMMS), a 24-hour hotline (with a dedicated unique and easy number), and a central emergency room to receive reports and complaints from citizens, documenting them automatically in a software tool (e.g. DCMMS) linked to the GIS database of the water utility (Figure 11). The system uses GIS maps and landmarks to register the complaints and facilitate the work of the field teams. It registers the customers’ complaint and issues an immediate administrative order with geo-referenced location to the field emergency teams to address the reported complaint. The register will not be closed in the system until the hotline staff re-contacts the customer to ensure the completion of the report and records the customer’s satisfaction level with the utility’s response, thus strengthening the relationship with the customer.
The system stores the information and the related reports thus providing relevant field data that help the utility to identify technical problems in the network (e.g. dense bursts zones or wastewater bottlenecks) and to offer solutions to address them.
Staffs were trained to receive and process complaints and follow-up their completion. When the staff member receives a report via the hotline, email, or text messages, the system opens and records the report automatically. The staff member determines the geographical location of the complaint and communicates with the concerned emergency team. The complaints and maintenance system issues an immediate administrative order and starts calculating the response time for the report. Upon completion of handling the complaint, the specialist contacts the customer again to check the customer’s satisfaction before closing the report.
This system allows the issuance and preparation of analytical geographical maps of locations and types of complaints (Figure 12). Automatic generated reports inform the technical teams about corrective interventions such as identifying bottlenecks (Figure 13) and parts of the network that need rehabilitation, lines that should be replaced, and other technical interventions.
Impact and sustainability of the good practice
The practice has an important impact as it reduces the response time to repair leakages and solve sewerage problems. The effect is that less water is lost which has a positive effect on the water balance. By ensuring prompt response to reported complaints, the company builds the trust of the customers and improves its image. The complaint and maintenance system enables issuing a complaint easier and giving feedback on it, making consumers more willing to report problems.
The system also facilitates the maintenance procedures with technical teams receiving specific orders to make interventions and report back. This also facilitates monitoring of the work of the teams. An additional benefit is that a database of complaints is being built which, with help of the GIS system, establishes where and which repairs have been made. This in turn is very valuable information to identify weaker sections in the water system that may need to be replaced and spots in the wastewater system that are generating more problems.
Required resources
The required resources include:
- Equipping a central emergency room with computers linked to the hotline and the GIS system of the water utility and the installed complaints management software
- Establishing technical emergency teams in the different zones of the network
- Assigning specialized staff to communicate with customers, and follow up the reporting process: receiving complaints, follow them up, and record their completion
- Establishing GIS database of the water and wastewater networks’ components.
Figure 11 Complaint and maintenance management system
Figure 12 Example of complaints break-down
