Lilongwe Water Board on Tuesday 10th July, 2018 recorded another milestone in its commitment to satisfy customers’ expectations when it launched a Customer Service Charter.
The launch took place at Kaliyeka ground in Area 22 and was attended by the Lilongwe City Mayor, councilor Desmond Bikoko, Ministry of Agriculture, Irrigation and Water Development representatives, LWB Board Chairperson, Rev. Dr. Edward Chitsonga and LWB CEO, Engineer Alfonso Chikuni among others.
LWB developed the charter to establish both customer trust and a reputation for excellent service delivery. The charter spells out LWB commitment in meeting customer needs.
In his speech, Mayor Bikoko hailed LWB for launching the charter and called for extensive public awareness.
“This charter is a pledge and assurance by Lilongwe Water Board that they will serve us, customers, in a reliable and efficient manner. And it’s our sincere hope that the company will deliver what is promised in the charter,” explained Bikoko.
The Mayor then urged customers to continue demanding better services from the utility service provider as the Charter entails.
LWB Board Chairperson, Dr. Chitsonga said the Service Charter will create awareness among customers of the Board’s obligations. He added that customers will now be able to demand levels of services in line with what is stipulated in the Charter.
“It is our expectations that the Service Charter will motivate our staff to work smarter in order to render satisfactory services to customers,” said Chitsonga.
Chitsonga then ceased opportunity to urge communities to desist from vandalizing LWB equipment and connecting water illegally.
“Water theft or vandalism of LWB property is a serious offence. We will not relent until we put to end such malpractices.”
The launch was characterized by traditional dances and drama performances from members of water users associations (WUAs) and LWB employees.
LWB strives to transform itself into a high performing water utility organization by, among others, adopting robust customer care services. The Board developed the Customer Service Charter in line with its Strategic Plan.