EXPRESSION OF INTEREST & STATEMENT OF CAPABILITY
The National Water and Sewerage Authority (Nawasa) is committed to delivering excellent service and ensuring customer satisfaction in both water supply and wastewater services. To better understand customer perceptions, expectations, and experiences, Nawasa seeks to conduct a comprehensive Customer Satisfaction Survey. The results will provide valuable insights into areas of strength and identify gaps and opportunities for improvement, thereby enhancing overall service quality and customer relations.
Key Areas of Focus
Nawasa is seeking feedback from stakeholders on its performance in the following areas:
- Water Quality
- Supply Consistency
- Bill Processing/Accuracy
- Response to Queries
- Response to Faults, Leaks, and Meter Problems
- Assistance in Dry Season
- Notification on Interruptions
- Digital Services and Accessibility
- Customer Engagement & Communication
- Meter Reading Accuracy and Transparency
- Environmental Responsibility
- Emergency Response
- Community Involvement & Corporate Social Responsibility (CSR)
The consultant will be expected to recommend additional areas of service vital to the customer experience and identify opportunities for improvement in service quality.
Consultant Responsibilities:
The consultant will be tasked with developing a survey which incorporates the following areas:
- Determine the Quality-of-Service Delivery:
- Assess customer satisfaction in areas such as water reliability, water quality, and responsiveness to faults, leaks, and queries
- Evaluate the effectiveness of communication during service interruptions and emergency response situations
- Identify Gaps in Service Delivery:
- Pinpoint areas for improvement in service reliability, billing transparency, meter reading accuracy, and customer engagement
- Examine deficiencies in digital services, customer support, and assistance provided during dry and rainy seasons
- Assess the Professionalism, Integrity, and Fairness of Nawasa Staff:
- Measure how well staff exhibit professionalism and fairness in handling customer interactions, complaints, and service delivery
- Develop a Composite Measure of Customer Satisfaction:
- Use both qualitative and quantitative data to create a holistic satisfaction index, incorporating service quality, customer communication, and environmental responsibility
- Use this measure to establish an overall rating of customer satisfaction
- Propose Service Improvement Measures:
- Recommend targeted improvements based on identified service gaps, such as enhancing water supply quality, improving response times, upgrading digital services, and promoting sustainability initiatives
- Propose improvements in customer engagement and CSR activities
- Prepare and Deliver a Comprehensive Report:
- Detail the methodology, analysis of findings, and provide actionable recommendations for improving service reliability, customer communication, and engagement
- Include suggestions for enhancing environmental responsibility and overall customer satisfaction
- Develop a Customer Feedback Mechanism:
- Create a long-term feedback system to continuously gather customer input on critical service areas such as billing, water quality, digital service accessibility, and community involvement
- Ensure the feedback mechanism helps Nawasa adapt to evolving customer needs and improve service delivery
- Training and Development:
- Design and conduct training sessions for staff
- Focus on skills enhancement, customer interaction, and conflict resolution
- Continuous Improvement:
- Promote a culture of continuous improvement within the organisation
- Stay updated with industry best practices and innovative service techniques
Qualifications:
The consultant or consulting firm must possess the following qualifications:
- A relevant degree in Customer Service Management, Business Administration, or a related field
- At least 5 years of proven experience in conducting customer satisfaction surveys, data collection, and analysis within the utility sector or a similar service-oriented industry
- Expertise in both qualitative and quantitative research methodologies, including survey design, data analysis, and reporting
- Familiarity with customer feedback mechanisms, digital customer service solutions, and continuous improvement frameworks
- Proven ability to design and deliver training programmes focused on customer interaction, service improvement, and conflict resolution
Project Timeline:
The expected duration of the consultancy is approximately 8-12 weeks, from the commencement of the contract. The consultant is required to provide a detailed project timeline upon submission of the proposal.
Submission of Expression of Interest (EOI):
Nawasa invites submissions of an Expression of Interest (EOI) and Statement of Capability for the provision of the aforementioned services. Interested parties should provide an EOI detailing their qualifications and experience in Customer Services Management and Data Collection & Analysis. Submissions must be in a sealed envelope marked “Customer Satisfaction Survey.”
Submission Requirements:
- One original and one copy of the submission must be delivered, in the English language, no later than 3 pm on Friday, 11 October 2024
Submission Format:
Submissions should be presented in the following format:
- Introduction
- Qualifications and Experience
- Approach and Methodology
- Fee Structure and Timeline
- References
Clarification Requests:
Prospective consultants may request clarification on any aspect of this EOI by contacting Nawasa at [email protected] or by phone at 440-2155 / 405-3770, between 9 am and 3 pm on working days on or before Tuesday, 8 October 2024.
Evaluation Criteria:
Submissions will be evaluated based on the following criteria:
- Relevant experience and qualifications (30%)
- Methodology and approach to the project (25%)
- Timeline and ability to meet deadlines (20%)
- Cost-effectiveness of the proposal (15%)
- Demonstrated ability to provide training and continuous feedback mechanisms (10%)
Fee Structure:
Interested consultants are required to submit a detailed cost breakdown for their services, including associated fees for data collection, analysis, training, and reporting.
Confidentiality:
The consultant shall ensure that all data collected during the course of this survey remains confidential and is used solely for the purpose of this project. Nawasa reserves the right to review and approve the use of any data for publication or other purposes.
Legal and Compliance:
Consultants must comply with all local laws and regulations in Grenada and ensure that the survey is conducted in a manner that adheres to all relevant data privacy and protection standards.
Expression of Interest (EOI) Submission:
Nawasa invites submissions of an Expression of Interest (EOI) and Statement of Capability for the provision of the aforementioned services. Interested parties should provide an EOI detailing their qualifications and experience in Customer Services Management, Data Collection, and Analysis. Submissions must be in a sealed envelope marked “Customer Satisfaction Survey.”
Address for submission:
The General Manager
Consultancy Services—Customer Satisfaction Survey
National Water & Sewerage Authority
P O Box 392
Lucas Street
St George’s
Grenada
Email address: [email protected]
