Customers at the Thủ Đức Water Supply Joint Stock Company in HCM City. — Photo courtesy of SAWACO

HCM CITY — State-run Saigon Water Corporation (SAWACO), the largest tap water supplier in HCM City, is leading the way in administrative reform by focusing on safe water supply, customer development, water loss reduction, and improved customer service.

Nguyễn Thanh Sử, deputy general director of SAWACO, said through continuous innovation and improvement, SAWACO and its member units are committed to delivering safe, reliable, and efficient water supply services to meet the needs of the city residents.

“Customer satisfaction is the key measure of service quality, and SAWACO and its member water supply units are dedicated to providing the best service to over two million customers who rely on tap water in HCM City,” he said.

One of the recurring solutions implemented by its member units is to prioritise innovation and improvement of processes and regulations related to customers. 

To achieve this, SAWACO and its member units have introduced electronic water supply service contracts, while enhancing the electronic invoicing system as required by tax authorities, developing data extraction functions for the customer care system, and building digital application systems for management, inquiries, and data sharing.

For example, Trung An Water Supply Joint Stock Company, Phú Hòa Tân Water Supply Joint Stock Company, and Bến Thành Water Supply Company have all successfully implemented electronic water supply service contracts for new water meter installations and meter transfers. 

SAWACO and its member units also prioritise the adoption of scientific and technological solutions and the application of information technology in their management processes, aiming to provide the maximum benefits for customers.

A notable achievement in this regard is the development of the SAWACO customer care application for mobile devices, available on both Android and iOS operating systems. 

Through this application, customers can receive instant updates on payment status, water meter reading schedules, water consumption reports, and even QR code issuance.

Automated data synchronisation is another key area of focus.

According to the 2022 evaluation report on satisfaction with the quality of public utility services in HCM City conducted by HCM City Development Research Institute, the water supply service has a satisfaction rate of 84.9 per cent among citizens.

This result demonstrates the relentless efforts made by the city’s water supply industry to provide the best quality clean water service for residents. 

These efforts ensure that 100 per cent of households have access to clean water, with the aim of increasing the customer base and achieving sustainable water consumption.

The water industry’s commitment to improving service quality is also evident in the implementation of plans to collect and update personal identification numbers and manage domestic water quotas. 

This includes shorter processes for new water meter installations, regulations for residential water quotas, and the updating and management of personal identification numbers. 

In addition, unified water supply service pricing has been established and implemented throughout the entire corporation.

Recently, member water supply units have issued a water meter status code table to effectively synchronise and manage water meter data, supporting customer water consumption management. 

A customer at Chợ Lớn Water Supply Joint Stock Company in HCM City. — Photo courtesy of SAWACO

As of June, 2023, the water supply industry has collected and updated customer information and personal identification numbers for nearly 1.6 million accounts.

Nguyễn Thanh Sử, deputy general director of SAWACO, said to enhance customer service efficiency, SAWACO and its member water supply units will continue to enhance online registration features for new water meter installations, meter upgrades, relocations, and residential water quota registration. 

They will also actively collect feedback and complaints through the customer care application and enable online water bill payments. 

Efforts will also be made to connect the SAWACO customer care application with other software at water supply units to ensure automated data synchronisation.

Other upcoming plans include completing a 100 per cent updating of residential water quotas with personal identification numbers on the customer care application system. 

The company’s website will be improved to be more open and connected to other unit management programmes and software, which will enhance website interactivity with customers, providing timely information, online water supply service registration, and online water bill payments.

In addition, the company will continue to focus on upgrading water quality to provide directly drinkable tap water through the corporation’s water distribution system. 

It and its member units have implemented a pilot project that provides drinking water at taps in two areas: Riverside Residence in Tân Phong Ward in District 7, and Sunworld and Vinhome Apartments in Ward 22 in Bình Thạnh District. — VNS