Vietnamese Water Companies visit Manila, January 2020
WaterLinks facilitated the introductory training visit of 13 key personnel from the Da Nang Water Supply Company (DAWACO) in Da Nang and Bà Rịa - Vũng Tàu Water Supply Company (BWACO) from January 6-10, 2020 in Quezon City, Metro Manila, National Capital Region, Philippines. The personnel worked with the Manila Water Company (MWC) which served as the principal faculty for the program.
The mentors assisted DAWACO in the following key operational areas:
(1) Non-Revenue Water (NRW) management;
(2) Asset Management;
(3) Customer Services; and
(4) Human Resources Development.
The visit was a useful opportunity provided by MWC to enable the mentees to witness first hand the best practices adopted by the former in its operating environment. Peer-to-peer discussions were held and several key features of the technical aspects of the operational areas explained in considerable detail. The mentees displayed a great deal of curiosity – they were intrigued, for instance, by the efficacy of the leak detection equipment and had several questions for MWC. Knowledge exchange and an assessment of the experience of MWC were the highlights of the technical discussions.
The mentees had occasion to undertake several field visits that included training on NRW management, asset management and the development and use of corporate Key Performance Indicators (KPIs). The mentees were unfamiliar with KPIs – after the discussion, they believed that adopting them in the context of their own service mandates would be beneficial. They agreed to study this aspect further with the aim of developing their own KPIs.
MWC’s customer service program was a key area of the mentees’ interest. They would like to focus on this part of their work and make customer focus a priority. They were struck by the effectiveness of MWC’s customer service operations and had several questions on the related policies and processes.