WOP: MWSSM and YCWC

ChrisChris   December 21, 2011  
 

wop asia

This WOP aim to increase Yancheng's capacity to establish a customer feedback system including immediate application

GENERAL WOP INFORMATION

October 13, 2008 - October 01, 2009
Was the code of conduct followed?
Yes link
Did the operators sign a formal partnership agreement?
Yes
Mentor motivations
Corporate social responsibility
WOPs facilitator
Waterlinks

PARTNERS AND THEIR INPUTS

SUPPORTING ORGANIZATIONS

Other supporting organizations
USAID (Eco-Asia): Facilitation

THEMES AND OBJECTIVES

Themes
Other

Please specify other theme(s)
Customer Service

Objectives
demonstrating the importance of aligning service delivery goals with customer demand and preferences using a sustained feedback mechanism;
increasing Yancheng's capacity to establish a customer feedback system including immediate application and roll-out;
motivating key stakeholders in Yancheng to actively participate in improving water service delivery.

WOPS ACTIVITIES

What types of activities were carried out to help develop operator capacity?
  • Joint planning or work
  • On the job training
  • Site visits
  • Other

Describe WOPs activities
October 2008
On October 13-14, 2008, Yancheng China Water Company (YCWC) and Manila’s Metropolitan Waterworks and Sewerage System (MWSS) signed a Letter of Intent to establish a twinning partnership to create a new customer feedback system at YCWC to monitor water utility performance. Facilitated by the WaterLinks utility twinning network, this partnership will enable YCWC to adopt an innovative system developed and operated by MWSS over the last 8 years. YCWC plans to implement the MWSS model and share its lessons learned with other water utilities in China.

December 2008
MWSS hosted YCWC from December 8 to 12 in Manila, Philippines for a hands-on training on developing a customer feedback system known as the Public Assessment of Water Services (PAWS) program. The trainees observed enumerators for MWSS as they conducted field interviews, and watched laboratory simulations showcasing various systems being used for the PAWS program. The delegation also visited the water treatment facilities of MWSS and a customer call center. On their return to China, the trainees will design their own customer survey form, which will be reviewed by MWSS and finalized during additional training scheduled for March in China.

On December 4, YCWC and MWSS signed a Memorandum of Understanding and Joint Work Plan establishing a twinning partnership to replicate the MWSS Public Assessment of Water Services system (PAWS). The PAWS will help Yancheng monitor the performance of its contract water service operator, and will serve as a model for other Chinese cities that contract for water services. The signing ceremony was part of a three-day workshop that included site visits, trainings on implementation tools and procedures, and best practices sharing

RESULTS

Describe the overall results
this partnership will enable YCWC to adopt an innovative system developed and operated by MWSS over the last 8 years. YCWC plans to implement the MWSS model and share its lessons learned with other water utilities in China.


BEWOP

GWCen