>Ɖt^^ƚƌĂƚĞŐŝĐWůĂŶϮϬϮϯͲ ϮϬϮϱ ϱϭ developmental plans d. Construct infrastructure in accordance to mobilised resources 4. Improve the corporate image 5. Dismantle the debt to improve liquidity b. Review and implement debt management policies Operational Operational Operational SUBTOTAL 3,626,400.00 4,967,600.00 4,961,600.00 Corporate Objective 2: To Improve Customer Satisfaction Strategy Initiatives Activities Measure Responsible Key Performance Indicator Year 1 Year 2 Year 3 Customer Positive Feedback % 80% 90% 95% 1. Improve Corporate Image Improve customer relations a. Carry out annual customer surveys 40,000.00 42,000.00 44,000.00 b. Develop and implement marketing plan. 15,000.00 15,000.00 15,000.00 49
>Ɖt^^ƚƌĂƚĞŐŝĐWůĂŶϮϬϮϯͲ ϮϬϮϱ ϱϮ c. Develop website for customer access to CU products d. Fully roll out Epayment for all company services e. Online customer registration K30,000 Operations K15,000 Operations K15,000 Operations f. Procure module for customer complaints management 40,000.00 g. Establishment of a call centre 150,000.00 60,000.00 h. Develop and implement a communication strategy 136,000.00 138,000.00 130,000.00 SUBTOTAL 261,000.00 360,000.00 264,000.00 Corporate Objective 3: To Improve Staff Productivity Strategy Initiatives Activities Measure Responsible Key Performance Indicator Year 1 Year 2 Year 3 Number of staff per 1,000 connections 9 8.5 8 50
>Ɖt^^ƚƌĂƚĞŐŝĐWůĂŶϮϬϮϯͲ ϮϬϮϱ ϱϯ 1. Develop and implement a productivity strategy 1. Carry out capacity building programs a. Develop and implement a corporate training programme b. Training in Gender mainstreaming c. Develop and implement continuous improvement initiatives K745,000 K745,000 K745,000 2. Create a conducive working environment 3. Enhance employee performance f. Revise and implement a SHE policy a. Review and implement Performance Management System (PMS) b. Develop and implement a recognition and reward policy c. Procure and implement time management system d. Carry out skills analysis for possible realignment and multiskilling. Operational K30,000 Operational K20,000 Operational K10,000 51
>Ɖt^^ƚƌĂƚĞŐŝĐWůĂŶϮϬϮϯͲ ϮϬϮϱ ϱϰ SUBTOTAL 775,000.00 765,000.00 755,000.00 Corporate Objective 4: Enhanced Business Processes Strategy Initiatives Activities Measure Responsible Key Performance Indicator Year 1 Year 2 Year 3 1. No. of systems developed 10 2.No. of procedures revised and developed 10 a. Develop and implement business processes for improved operational efficiency. 1. Enhance ICT systems in the business process a. Computerize departmental processes - Procure Tablets for digital meter reading K90,000.00 b. Develop company intranet that will allow for efficient communication K30,000 K30,000 K30,000 2. Enhance systems in the business processes d. Develop new processes and procedures and revise where appropriate. 15,000.00 15,000.00 15,000.00 52
>Ɖt^^ƚƌĂƚĞŐŝĐWůĂŶϮϬϮϯͲ ϮϬϮϱ ϱϱ 3. Improve operational efficiency of the water treatment plants - 10 new systems developed and implemented and 10 new Procedures and SOPs developed and implemented by 2023 e. Review existing corporate governance protocols in line with the companies act and NWASCO guidelines. a. Assess the efficiency of water treatment plants. b. Develop action plans to improve water quality and throughput. a. Quality of water b. Volume of water SUBTOTAL 135,000.00 45,000.00 45,000.00 Corporate Objective 5: Reduce NRW from 74% to 55% Strategy Initiatives Activities Measure Responsible Key Performance Indicator Year 1 Year 2 Year 3 Percentage Reduction 55% 68% 60% 55% 53
>Ɖt^^ƚƌĂƚĞŐŝĐWůĂŶϮϬϮϯͲ ϮϬϮϱ ϱϲ 1. To promote a culture of NRW management within LpWSC. 1. To improve the ratio of water sales against the water production a. To invest in NRW management tools, equipment and technologies. - Record existing and new technologies and create an inventory - Revise the NRW strategy - Develop and implement physical losses action plan K103,860 K20,000 K35,000 K40,000 K20,000 K35,000 K45,000 K20,000 K40,000 K50,000 54
>Ɖt^^ƚƌĂƚĞŐŝĐWůĂŶϮϬϮϯͲ ϮϬϮϱ ϱϳ - Carry out GIS mapping - Carry out system measurements for physical losses and establish baseline Determine the condition of the water network. - Procure leak detection equipment to enhance physical losses management. - Procure meter testing facilities in all the districts. - Install pressure gauges in the network for adequate pressure management. b. To play an active role in school WASH clubs to promote awareness on NRW K30,000 K300,000 K10,000 K200,000 K25,000 K20,000 K15,000 K250,000 K20,000 K20,000 K300,000 K20,000 55
>Ɖt^^ƚƌĂƚĞŐŝĐWůĂŶϮϬϮϯͲ ϮϬϮϱ ϱϴ f. Identify existing and new technologies that promote and enhance NRW Management among the staff. g. Develop and implement water demand management plan h. Introduce the whistle blowing program for water theft 56
LUAPULA WATER SUPPLY P O Box 710594 Plot 106 Chitimukulu Road Low Density Mansa AND SANITATION CONPANY LIMITED