Sri. Ashok Reddy, IAS, Managing Director HMWSSB conducted a comprehensive inspection aimed at ensuring the highest standards of customer service and satisfaction. During the inspection, the MD meticulously reviewed calls received and examined call recordings to evaluate the quality and effectiveness of the responses provided. The MD also scrutinized the grievances received during June 2024, which are summarized as follows:

•             Sewerage Overflows: 38,051 complaints received, 38,040 resolved, achieving a 75% SLA efficiency.

•             Silt on Road: 7,824 complaints received, all 7,824 resolved, achieving a 95% SLA efficiency.

•             Chockage at Customer Premises: 17,206 complaints received, 17,196 resolved, achieving an 80% SLA efficiency.

•             Damages to Sewer Manhole: 3,190 complaints received, 3,175 resolved, achieving a 76% SLA efficiency.

•             Pipeline Leakages: 1,770 complaints received, 1,763 resolved, achieving an 83% SLA efficiency.

•             Polluted Water Supply: 1,669 complaints received, 1,656 resolved, achieving a 70% SLA efficiency.

•             No/Low Water: 5,732 complaints received, 5,730 resolved, achieving an 86% SLA efficiency.

•             Damages to Water Manhole: 113 complaints received, 112 resolved, achieving an 86% SLA efficiency.

In total, there were 75,555 complaints received and 75,496 resolved, with an overall SLA efficiency of 79%.

The inspection, led by the MD of HMWSSB, underscored the critical importance of effective call handling by Metro Customer Care (MCC) resources and the significance of gathering feedback from consumers whose complaints have been resolved. This process is crucial for assessing the effectiveness of resolutions and pinpointing areas for further enhancement.

Additionally, the MD emphasized the imperative of not closing any complaints without thoroughly addressing and resolving the underlying issues. This directive aims to bolster accountability and responsiveness within MCC's customer service operations, ensuring that every consumer concern receives adequate attention before being marked as resolved.

Furthermore, the MD reviewed the customer feedback mechanism of the MCC call center, noting that out of 5,514 feedback calls made, 3% of consumers reported dissatisfaction, and 14% reported grievances being closed without proper resolution. In response, field officials have been instructed to take such incidents seriously and to refrain from closing complaints without proper resolution.

HMWSSB remains steadfast in its commitment to delivering exceptional service to residents, with this inspection being part of ongoing efforts to uphold transparency, accountability, and continuous improvement in customer service operations.