Improving the Service Quality of the Billing System for Water Suppliers. Case Study: Albania

Abstract

The Water Supply sector in the Republic of Albania uses billing systems to fulfill its main role, generating the monthly water bill. This study aims to empirically analyze the dynamics that the billing system has and the importance of adding a new module to this system on the most frequent questions that users usually have and seeking support directly from the system without having to make phone calls or send emails at limited times. This is because the system has many functionalities and based on experience, users do not use the user manual but seek direct assistance from the company with which they have a support contract. It is also worth mentioning the newest reform in the Water Supply Sector, where the structuring of all Water Supply will be done by joining certain units. This merger will cause new users to be added to these systems so the need for a new module in the system is necessary. For this reason, the questionnaire was conducted with the staff of fifteenth water companies where the company where I worked offered the service of the billing system and has an active support contract. For privacy reasons, no images from the system will be presented in this paper. The results of the conducted study confirm the importance of adding a new module to the system, the customer care module for the billing system.