The introduction of service centres will help improve service delivery and turnaround the fortunes of the Authority, Acting Chief Executive Officer, Eng Taurai Maurukira has said.
Eng Maurukira said everyone within the organisation has to embrace this new concept as it was the only way to transform ZINWA and maintain its relevance within the communities it serves.
The Acting CEO who was giving remarks at the opening of a two day induction workshop for the service team leaders last week, said without interventions and innovations such as the introduction of service centres, ZINWA risked losing relevance and going the same way many other companies that failed to adapt to change went.
“Tariff increases are no longer sustainable. It (the service centres concept) is a move that will take us out of the hole. There is no way I see us being stagnant. I think we are already on our way out of the hole as I can see a lot of energy and enthusiasm. The enthusiasm shown to date has to be sustained,” said Eng Maurukira.
Eng Maurukira added that with the introduction of service centres, ZINWA will now be closer to its which will help it improve its operational efficiency, reduce down times and promptly respond customer queries and complaints.
ZINWA is in the process of introducing 21 service centres which will see the Authority further decentralising its functions from the current catchment system.
Each service area will bring together water treatment plants and water supply stations within the vicinity of each other for easier and efficient management.
Services such as billing and workshops will also be devolved to the service centres in a development that will bring service delivery to the clients. Breakdown induced down times are also set to be greatly reduced as response teams will not be based at the service centres rather than at the catchment offices.
Since the beginning of the year, 14 service areas have been made operational with the remainder expected to be implemented at the year progresses.
The functional service areas are Karoi, Mutoko, Mt Darwin, Hwange, Triangle, Harare, Zaka, Chivhu, Nyanga, Bulawayo, Gwanda, Beitbridge, Gokwe and Kwekwe.
Eng Maurukira said the new thrust had the full backing of the board and the parent Ministry hence the need for everyone to see to it that is succeeded.
“The board and the Ministry are backing us on this one. Let us fully embrace it and ensure its success,” said Eng Maurukira.
He also emphasised that high performing service centres would be incentivised.