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TAJIKISTAN- SECOND DUSHANBE WATER SUPPLY PROJECT (DWSP2). DEVELOPMENT OF COMMUNICATIONS STRATEGY AND CUSTOMER SATISFACTION SURVEYS FOR DUSHANBE VODOKANAL
TAJIKISTAN- SECOND DUSHANBE WATER SUPPLY PROJECT (DWSP2). DEVELOPMENT OF COMMUNICATIONS STRATEGY AND CUSTOMER SATISFACTION SURVEYS FOR DUSHANBE VODOKANAL

CATEGORY: Socioeconomic development

LOCATION: Tajikistan

START/END: 2013 - 2014

CONSULTANCY BUDGET: 45.000 €

CLIENT: World Bank

ORIGIN OF FUNDING: World Bank

LDK’s BUDGET SHARE: 100%

STAFF PROVIDED: 7

TAJIKISTAN- SECOND DUSHANBE WATER SUPPLY PROJECT (DWSP2). DEVELOPMENT OF COMMUNICATIONS STRATEGY AND CUSTOMER SATISFACTION SURVEYS FOR DUSHANBE VODOKANAL

Type of Services

The services provided included:

  • Development of a three-year DVK Communications Strategy, in support of DVK’s objectives for improved service, financial viability and customer accountability.
  • Based on the communications strategy and in consultation with the PMC development of a Manual for DVK Communications and Public Outreach to act as a guide for DVK’s future operations. Based on the results of the training needs assessment carried out by the PMC design, preparation and implementation of training workshops for DVK staff on improving  internal business strategies including strategic planning, and communication skills and outreach approaches, with an emphasis on adopting a consumer orientation and increasing customer service quality.
  • Development of a Customer Satisfaction Survey methodology and questionnaire to monitor customer service experience, and trends in quality of service, consistent with DWSP2’s the Results Framework performance indicators.  
  • Delivery of training to DVK staff over an agreed timeframe with the PMC and DVK.
  • Delivery of training to Trainers that can in the future train new DVK staff.
  • Delivery of a workshop for Youths and School children.

Description

The World Bank, the European Bank for Reconstruction and Development (EBRD) and the Swiss Cooperation are Tajikistan’s main partners for water supply rehabilitations. The World Bank-financed improvements to urban services have mainly focused on water supply through two ongoing operations, i.e. the Dushanbe Water Supply Project (DWSP2) and the Municipal Infrastructure Development Project (MIDP), targeting eight provincial towns.

The DWSP2 afforded critical improvements in water and service quality, as well as in revenue collection and financial sustainability. To facilitate achievement of the DWSP2’s social objectives, the Project focused on both the demand and supply side of water provision.  The main tools used are a Customer Satisfaction & Social Analysis Study and Communications Strategy and Public Awareness campaigns.

This project concerned the development of an external and internal communications strategy for the Dushanbe Water Company, DVK, and the enhancement of DVK capacity. The main objective was to improve customer relationships through the creation of a two-stage public communications strategy for the utility. The Communications Strategy for DVK will aimed to promote the image of DVK with regard to its efforts to improve water services in Dushanbe. The newly-developed Strategy promoted transparency and increased public access to information on projects undertaken by the utility and aimed to manage public discontent regarding increased tariffs, etc.

There were two primary objectives: first, to develop and deliver a professional training program for the staff of Dushanbe Vodokanal (DVK) based on the results of a needs assessment to enhance internal communications and to develop a consumer-orientation. The second was to develop an effective external communications strategy including an action plan for Dushanbe Vodokanal that would focus on increasing public access to information on activities and improvements undertaken, and managing expected changes in customer habits.

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TAJIKISTAN- SECOND DUSHANBE WATER SUPPLY PROJECT (DWSP2). DEVELOPMENT OF COMMUNICATIONS STRATEGY AND CUSTOMER SATISFACTION SURVEYS FOR DUSHANBE VODOKANAL

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