TIRANA Water Supply and Sewerage Utility Customer Care

TIRANA Water Supply and Sewerage Utility Customer Care Management Danube Water Conference 12 -13 th of May, 2016 Vienna, Austria

Presentation Overview 1. 2. 3. 4. Legal Status, Ownership, Mission General Information Utility Performance 2010 -2015 Current Status of Customer Service Management (CSM) 5. Problems with CSM 6. Intervention and Improvement of CSM

GENERAL OVERVIEW UKT is a mixed joint stock company established in 12/05/2000. Management of the Company: 1. Shareholders Assembly 2. Supervisory Council 3. General Manager (CEO)

MISSION “To provide quality water and sanitation services at commercially sustainable levels to our customers”.

MAIN SERVICES Water Supply: • • Provision of drinking water supply Guarantee a technically adequate water supply network and protection of water resources Reducing losses and the amount of non-revenue water in water supply system Increasing revenue from billing. • • Sewerage: • • • Removal of wastewater discharged from the consumers in the service area. Maintenance of the constituent elements of the sewerage system. Collection of fees from consumers for these services.

General Overview of UKT Total number of population 1 million inhabitants Production volume 2015 101 million m 3 Length of water supply network 2652 km Length of sewerage network 597 km Volume of billed water 2015 34’ 946’ 712 m 3 Non-revenue water Total number of connections 2016 67% > 220, 542

UKT Administrative Structure Unit 4 Unit 3 Unit 5 Unit 2 Unit 1 Unit 6 CENTRAL DIRECTORAT E Regional Directorate

Customer Categories and Types of Billing CUSTOMER CATEGORIES • • Households 191, 000 Private/ Business 29, 500 Public Institutions 600 Bulk sale (13 former Communes) now to Kamza. BILLING • Per consumption • Per capita 0% 13% households private/ business public institutions 86%

OPERATIONAL PERFORMANCE 2010 -2015 Water Coverage and Sewerage Coverage 100 91. 82 78. 79 90 100 95. 48 91. 74 95. 48 83. 33 79. 45 80 76. 25 72. 9 80 70 60 50 40 30 20 10 0 2011 2012 2013 Water Coverage (%) 2014 Sewrage Coverage (%) 2015/9 month WRA 75

Staff for 1000/connections and water supply hours/day 18 18 16 14 12 10. 1 10 10. 24 10. 1 10. 93 10. 24 10 8 6 3. 9 3. 72 3. 57 3. 67 3. 57 3. 77 4 4 2 0 2011 2012 Staff for 1000/ connections 2013 2014 2015/9 month Period of water supply hours/day WRA

Proportion of metered connections (%)77. 64 70. 21 79. 11 70. 21 65. 55 80. 00 62. 20 70. 00 60. 00 50. 00 40. 00 30. 00 20. 00 10. 00 2010 2011 2012 2013 Proportion of metered connections (%) 2014 2015/9 month

Water Sale, Water Production and Non-Revenue Water 342. 78 342. 64 332. 94 312. 12 350. 00 300. 00 250. 00 200. 00 145. 87 136. 46 150. 00 108. 85 100. 00 108. 85 68. 24 56. 28 57. 45 105. 29 68. 24 68. 38 50. 00 2010 2011 Water Sale (lcd) 2012 Water Production (lcd) 2013 Non-Revenue Water (%) Note: Non-Revenue Water in 2015 is 70. 02 % 2014

TOC Coverage by Revenues (W&S) and TOC Coverage-Collections (W&S) 123. 29 140. 00 110. 76 120. 00 95. 60 91. 77 113. 29 103. 46 2012 2013 110. 99 117. 55 119. 98 96. 05 100. 00 80. 00 60. 00 40. 00 2010 2011 TOC Coverage by Revenues (W&S) 2014 2015/9 month TOC Coverage-Collections (W&S) Note: Subsidies between 2010 -2015 in Water Supply and Sewerage Utility of Tirana (UKT sh. a) are 0

TOC per m³ produced and bought (W&S), TOC per m³ sold (W&S) and Average Price W&S 73. 98 80. 00 65. 88 70. 00 68. 16 65. 88 68. 16 71. 85 66. 65 61. 12 50. 57 45. 66 50. 00 39. 41 37. 68 40. 00 30. 00 19. 96 20. 93 16. 77 20. 93 21. 08 20. 18 20. 00 10. 00 2010 2011 2012 TOC per m 3 produced and bought (W&S) (Lek/m 3) 2013 TOC per m 3 sold (W&S) (Lek/m 3) 2014 2015/9 month Average Price W&S (m 3/sold)

Customer Service Management CSM Sales Department Sector of Complaints and Information Reception Information Complaint’s Specialist Verifiers of Complaints Only 9 Employees deal with the management of complaints received by the Central Directorate and 7 units of Tirana !!!! Drafting Responses Specialist

COMPLAINTS/ REQUESTS CATEGORIES AND CHANNELS 1. • • 2. • • • APPLICATIONS Network connection Contracts Water-Meters Booklets COMPLAINTS Billing Water Quality Network failures Water Contamination Problems with the watermetering • • • CHANNELS Written/ official Telephone E-mail On-line Personal customer contacts Other institutions

Billing Complaints 2010 -2015 5000 4290 3000 2444 2000 1650 1304 1268 0 2011 2012 2013 2014 2015

Current Status of Customer Orientation • Multiple options for costumers to pay their water bills (UKT offices, Banks, Easy Pay, Pay& Go, Western Union, Mobile). • Customers are informed about service changes or interruptions via TV announcement, Facebook, press in due time. • Customers are provided different service delivery based on network configuration (piped system, truck distribution, wells, septic tanks).

Problems with Customer Service 1. Currently only 9 persons dealing with CSM and with expansion of coverage area (13 more ex communes)- large influx of complaints. 2. Lack of reliable, updated database of complaints and loss of information (no integration of complaints treated by other departments). 3. Currently CSM manages only billing-complaints. 4. No survey of the customer to learn their opinion and views to improve CSM quality. 5. No mechanism to involve customers in decision making. 6. No awareness campaign to educate consumers in treating water.

Intervention and Improvement of CSM • Introduction of one-stop- shop customer service • Customer Service IT system connected to new IT program of Billing, accounting and IT system • Need for setup of telephone call management system • Improvement of the customer service channels • Working out an organization- and personnel development program • Quality management: exact documentation of the processing, making the documentations up-to- date, maintenance of the forms and printed papers. • Electronic document management.

One- Stop Shop Preview

THANK YOU