The Ingenieur Vol 57 January-March 2014 The Ingenieur Vol 57 January-March 2014 | Page 62

INGENIEUR
The key engineering elements of its NRW
programme encompasses:
• Meter reading accuracy, meter accuracy
and calibration;
• Meter
management
and
meter
replacement;
• Accurate measurements of production
output;
• Monitoring and ensuring speedy pipe
repairs;
• Managing an active leakage control
program;
• Controlling materials for use in the
distribution system;
• Pipe replacement;
• District metering for new housing projects;
• Zone metering for analysis of base night
flows; and
• Active leakage control.
“Friendly, Caring, Responsive” (FCR) Customer
Care Programme
With rapid technology advancements and increasing
affluence, the 21st Century Penang community have
become much more sophisticated and demanding.
Since the 1990s, more and more people enjoy
wider exposure to global developments and
trends, via international travel, satellite TV and
Internet connectivity. It follows naturally that their
expectations of public services are higher than
ever before. With this in mind, PBAPP implemented
a Customer Care Management Programme to
engage all water consumers positively, in the
interests of establishing and sustaining good
professional relationships based on mutual
respect and understanding.
In October 2001, PBAPP launched a customer
care unit to manage its Customer Care Centres
(CCCs). In 2008, the unit was expanded to become
a full-fledged department – the Customer Care
Department – to reflect the growing importance
of customer care in supporting the company’s
operational and bill collection efficiencies, as well
as its goal to provide a higher level of customer
satisfaction.
With increased emphasis on customer care,
PBAPP unveiled its “Friendly, Caring, Responsive”
(FCR) branding in 2009. The key elements of the
branding which drives PBAPP to meet customer
expectations to this day include:

6
60

VOL 57 JANUARY-MARCH 2014
VOL 55 JUNE 2013

• International
hand-sign
for
‘okay”
with interlaid traditional Penang-style
decorative motifs;
• Friendly service to address all customer
transactions with one consultation;
• A caring approach in providing the best
possible advice, assistance and solutions;
and
• Regulated responsive actions to resolve
all issues and complaints as promptly as
possible.
PBAPP’s FCR Customer Care management
programme encompasses the following initiatives.
Customer Care Centres (CCCs): As at
December 2013, nine PBAPP CCCs are operating
in strategic locations throughout Penang - Komtar,
Rifle Range (Air Itam), Bayan Lepas, Balik Pulau,
Kepala Batas, Taman Selat, Prai Industrial Park,