customer services delivery by Ghana water company limited, Cape Coast

Abstract

The provision of potable water is very vital to individuals and businesses. Cape Coast in the Central Region of Ghana used to experience perennial water shortage with its attendant problems. Therefore Ghana Water Company Limited (GWCL) instituted some measures including dredging of the Brimsu dam and construction of a new water treatment plant at Sekyere Hemang to improve water supply situation in the Region. In spite of these interventions by GWCL, available records indicate that customer complaints increased from 401 in 2009 to 593 in 2010. The study therefore sought to find out customer services delivery by GWCL. The research basically was a descriptive study. Questionnaires were administered to a sample of 280 (stratified random technique) customers of GWCL. Some key staff relevant to the study were interviewed. The findings of the study were that apart from the supply of potable water which was core service, GWCL renders other services such as meter maintenance, technical advice on water issues and public education. The findings also indicated that complaints about quality of service such as irregular flow of water, coloured water, odour in water, pipe bursts and leakages dominated the customer complaints. These complaints increased in 2010 mainly because of the introduction and popularization of the toll free number. The study concluded that although GWCL had improved water supply and introduced toll free lines, quality of service was still low. GWCL should therefore take steps to improve quality of service. GWCL should get toll free line for all telecommunication networks, get standby generators, ensure continuous flow of water, change old pipelines, step up supervision and train field staff regularly.