THE DIGITAL TRANSFORMATION JOURNEY OF A WATER UTILITY COMPANY
Transcript of THE DIGITAL TRANSFORMATION JOURNEY OF A WATER UTILITY COMPANY
THE DIGITAL TRANSFORMATION
JOURNEY OF A WATER UTILITY
COMPANYNchidzi Malumbela, Information Services Manager, Water Utilities Corporation, Botswana
• Treatment and Distribution Only
THE SOURCE - 1970
• established by an Act of Parliament
• Servicing urban centres ( 8 areas)
• Portable water only
• Abstraction Treatment and Distribution Only
THE WELLSPRING - 1970- 2009
80 000 Installed
Meters
8Service
Centers
500New connections
a month
60 000 Customers
WAVES OF CHANGE – 2009
• Water Sector Reforms – Government Directive
• Waste water services throughout the country
• Growth in Customer base and Geographic span
• Need For Business Transformation
CHALLENGES
Customer Data
Meters Readings
Queries
No Payments
Bills
INITIAL SOLUTIONS TO THE CHALLENGES
Toll Free
Banks
AFTER THE REFORMS -ASSESSING THE TRANSFORMATION- 2014
+390k Meters read &
Bills circulated monthly
75Interconnected offices
+3000 Computer
Devices
10k Calls - Contact Centre
per month
Greater Geographic
span
5000New connections
a month
50 service centers
+350k Customers
6200+ Notifications monthly
THE DIGITAL TRANSFORMATION STRATEGY- 2014-2018
Customer Engagement Channels
Processes and systems
Turn Disruptive to competitive advantages
Customer user Experience
Technology for Business Transformation
THE DIGITAL TRANSFORMATION STRATEGY- 2014-2018
Employees Into Solution Designers
Low cost tools
Customer centric Systems
Options
Convenience
THE DIGITAL SOLUTION OFFERINGS
Request Bill- Email Reporting of leaksBill payment
Meter Reading Submission Update Account DetailsStatement Request
TRANSFORMATIVE DIGITAL SOLUTIONS- 2014-2018
Website
USSD
Web
ServicesKiosk
The
WUC
App
BENEFITS REALISATION–REVENUE COLLECTION
495 M
771M
1.68B
-
200.00
400.00
600.00
800.00
1 000.00
1 200.00
1 400.00
1 600.00
1 800.00
2015-16 2016-17 2017-18
0.6 M
5.5M
BENEFIT REALIZATION – CUSTOMER ENGAGEMENT
12482260 1890
3758 4003
14100
Traditional Channels vs Digital Channels
Call Centre (IVR) Digital Self Service
SEP- 17 DEC- 17 APR- 18
LESSONS
• keeping up with disruptive technologies
• Customer engagement is key
• Marketing for product uptake.
• Co-existence and partnership for Success
• Small impactful changes
• Learn from other Industries
• Innovate or get out of Business
RAINS TO COME -WHERE THERE ARE NO LEADERS
IOT and Smart devices
IT and Operational Technology(OT)
AI and Machine learning
Virtual and Augmented reality
Predictive Analysis