Planning for Resilience in East Africa Through Policy, Adaptation, Research, and Economic Development

The survey was conducted by the PREPARED Project grantee, the Uganda Coalition for Sustainable Development (UCSD), in March and early April 2015. The CBSS results and stakeholder recommendations will be used to develop an eight-month CEFS for NWSC Jinja and Iganga. UCSD will test the CEFS with the utilities and present the results during the CEFS Stakeholder workshop in January 2016. This workshop activity aims to implement NWSC Jinja and Iganga NRW Reduction Strategy 2014-2015, Strategic Objective II (SO II). The objective is to develop an Interactive Customer Support and Outreach Framework and Approach, with Intermediate Results I and II (IR 1 & 2). IR 1 is "Baseline customer satisfaction survey determined and understood," and IR 2 is "Customer Engagement Framework and Strategy Developed." The workshop also presented an opportunity for all NWSC Jinja and Iganga stakeholders and customers to be presented with the Customer Feedback Instruments (CFIs) and Staff Quality Survey results, recommendations, and Service Improvement Action Plan as outlined in "Customer Feedback and Staff Quality Survey Results for NWSC Jinja and Iganga." The Customer Engagement Framework & Strategy (CEFS) is a key component of the NWSC Jinja and Iganga NRW Reduction Strategy 2014-2015. The CEFS aims to improve customer satisfaction and reduce Non-Revenue Water (NRW) in the region. The CEFS will be developed in collaboration with UCSD and will be tested with the utilities before being implemented. The workshop was attended by NWSC Board of Directors, top management, staff, and key stakeholders. The attendees were briefed on the results of the CBSS and the recommendations for improving customer satisfaction and reducing NRW. The workshop also presented an opportunity for stakeholders to provide feedback and suggestions for improving the CEFS. The CEFS will be developed in eight months and will be tested with the utilities before being implemented. The CEFS will aim to improve customer satisfaction and reduce NRW in the region. The CEFS will be developed in collaboration with UCSD and will be presented during the CEFS Stakeholder workshop in January 2016. The workshop also presented an opportunity for stakeholders to be presented with the Customer Feedback Instruments (CFIs) and Staff Quality Survey results, recommendations, and Service Improvement Action Plan. The CFIs and Staff Quality Survey results will be used to improve customer satisfaction and reduce NRW in the region.