In a bid to promote transparency and customer-centricity, Lilongwe Water Board (LWB) organized a learning tour for customer representatives, providing a unique glimpse into the operations of Eastern Water and Sanitation Company Limited (EWSC) in Zambia.

The tour, facilitated under the Lilongwe Water and Sanitation Project (LWSP), aimed to provide customers with a deeper understanding of sewer services operations.

During the tour, customers and LWB staff had the opportunity to engage with EWSC’s experts. This exchange of knowledge not only enhanced customers’ understanding but also provided valuable feedback to LWB.

One of the customer representatives, Rizwana Jooma, praised LWB for organizing the tour. “This experience has given me a new appreciation for the complexity of sewer services. I’m impressed by LWB’s willingness to involve us, their customers, in their operations.”

The learning tour is part of LWB’s broader strategy to prioritize customer needs, ensuring that services are tailored to meet their expectations. By encouraging a culture of transparency and collaboration, LWB is setting a new standard for customer-centricity in the water and sanitation sector.

As LWB continues to innovate and improve its services, customers can expect more initiatives that prioritize their needs and expectations.