Customer relations Management

Customer Relations Management
Proposed plan of Action by KWA Engineering Staff Association.

20. Leak rectification

Message directly passed to AE & RC
To be executed rectification works through RC

21. Major Leak
To be executed rectification works through Contractor

22. Disconnection due to non payment

Prepare notice for disconnection by the Ledger Clerk in every month. (Automatically with the help of software)

Issue notice to the consumer through Meter Reader.
If not remitted in time, prepare the list of defaulted consumers & forward to the AE for effecting disconnection.

RC disconnected the connection under supervision of the KWA.

Report the date of disconnection to the AEE for entering in the ledger.

23. Disconnection on request
Received the application in AE office with self reading.
Confirm the reading by the AE & report to the AEE
Prepare final bill based on the reading by the Ledger clerk and issued to the Consumer
Remitted the dues & fees.

(Receipt & disconnection order with the help of software)

Forward disconnection order to the AE.
RC disconnected the connection under supervision of the KWA.
Report the date of disconnection to the AEE for entering in the ledger.

24. Meter Replacement
Report the fault of meter by the Meter Reader,
Prepare notice (with the help of software) and issue to the consumer

Remitted fee and produce test certificate of new meter by the consumer.
Issue direction with certificate to replace the meter to the AE

Meter Repairing Licensee dismantled the defective meter and fitted new one purchased by the consumer.

Report the fitted date with certificate to the AEE for entering in the ledger.

25. Alteration

Received the application in AE office with the support of existing & proposed plan through licensed Plumber.

Feasibility report by the AE to AEE

Remitted the dues, alteration fee & furnished the road cutting sanction if required.

Issue work order for alteration to the AE
Effected the alteration through licensed Plumber & report to the AEE.

26. Ownership change

Received the application with ownership certificate from local body quoting the old & new numbers with self reading in AEE office. Remitted the dues, fee & execute agreement in stamp paper.

27.1 Consumer will be allowed to remit any amount.

28. Blue Brigade

Not practicable using KWA staff.

RC will be capable to arrange a team of workmen in emergency situation.

29. New Water Service Connections
Received the application with ID proof, address proof, ownership certificate & sketch through licensed Plumber in the AE office.
Feasibility report to the AEE
Remitted the connection charges ,furnished the road cutting sanction if required & stamp paper for agreement etc.
Work order to effect the connection to the AE
Licensed plumber effected the connection with the supervision of KWA & issued PIC & meter reading card.
Report the connection date to the AEE.

Remarks on Benchmarking

80% urban coverage is not correct.
Hours of supply is very poor in Western Kochi area. No ground level supply to the most of the areas.

Benchmarks of per capita supply is to be raised from 40 to 500 LPCP.

Separation of Projects & O & M may be provided in the Division / Sub Division levels only.



SALIH. K.K.
General Secretary
KWA Engineering Staff Association