- Hotline 125
The Hotline Is One Of The Company's most important departments because it is the meeting point between the company and the customer and the customer'S Impression Of The Service Provided To Him. The Hotline Serves 11 Cities And 315 Villages And Serves 3,687,822 Citizens In Menoufia Governorate 24 Hours A Day.
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- Hotline Goals
- Receiving Complaints From Customers, Reporting Them To The Competent Authorities And Following Up On Them.
- Working 24 Hours A Day.
- Ease Of Making Reports And Presenting Them To The Competent Authorities.
- Responding To Citizens’ Inquiries Regarding Malfunctions.
- Credibility With Citizens.
- Gain Customer Trust.
- Improving The Mental Image Of The Company's services through the hotline.
- In light of these goals and the instructions of Mr. Dr. Engineer, Chairman of the Board of Directors, the hotline is managed according to the following
- In 2015, a total number of (31,667) water and sanitation reports were received (17,354 water reports + 14,313 sanitation reports) and work was done to resolve them until the repair was completed and the complainant was confirmed in the repair process and notified if the malfunction was specific to him or not related to the company.
- In the first five months of 2016, a total of (13,462) water and sanitation reports were received (8,384 water reports + 5,078 sanitation reports).
- Communication with citizens is carried out on an ongoing basis by receiving citizens’ complaints throughout the day (24 hours) by working in a three-shift system via (6) landline telephone lines to receive complaints from citizens, with (2) landline lines for reporting and following up with the relevant branches. There are also (3) mobile phones for follow-up with branch heads and the relevant network technician.
- Follow-up is carried out between the company's Hotline Management And The Branches 24 Hours A Day Through Employees Available In The Branches By Telephone, And Follow-Up Is Carried Out On An Ongoing Basis To Inventory And Follow Up On All Complaints And Follow Up On Their Resolution.
- Field Follow-Ups Of Malfunctions Are Carried Out On A Regular And Daily Basis By The Hotline Administration To Quickly Resolve Malfunctions That Affect Citizens.
- Quality Complaints Are Resolved Quickly By Sending The Laboratory Management To The Client, Taking A Sample Of The Water In The Tap, Analyzing It, Issuing An Initial Report, Then A Final Report 48 Hours After Taking The Samples.
- Daily, Weekly, Monthly And Annual Reports On Malfunctions Are Prepared And Sent To The Holding Company And The Concerned Authorities.
- Work Is Being Done To Develop The Hotline Management On An Ongoing Basis By Unifying The Source Of Complaints Using The CMS Database And Linking It To The Company\’S Branches.
