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By Aliyu Bala Gerengi, Gombe
The Gombe State Water Board, under the Nigeria Sustainable Urban and Rural Water Supply, Sanitation and Hygiene (NG-SURWASH) Programme, has organized a training for staff of its Commercial Service Department on Standard Operating Procedures (SOPs) aimed at improving revenue generation, customer service and efficient water utility management.
The training focused on key areas of commercial operations, including revenue collection and remittance, billing and bill delivery, complaints and grievances management, disconnection and reconnection procedures, as well as governance and service location.
Declaring the importance of the training, the NG-SURWASH Programme Coordinator, Engineer Usman A. Aliyu, in his remarks, emphasized the need for staff to understand and strictly adhere to the approved Standard Operating Procedures. He noted that effective implementation of the SOPs would contribute significantly to improving accountability, transparency and efficiency in the operations of the Water Board.
Engineer Aliyu further stressed that strengthening the capacity of commercial service personnel was essential to ensuring sustainable revenue collection and improved service delivery to water consumers across the state.
Also speaking, the General Manager of the Gombe State Water Board, Engineer Abubakar Sadiq, commended NG-SURWASH for supporting the capacity-building initiative. He encouraged participants to actively engage in the training and apply the knowledge gained in their daily responsibilities.
The General Manager noted that proper billing, timely bill delivery, effective handling of customer complaints and grievances, and transparent revenue collection and remittance are critical to building public confidence and ensuring the sustainability of water supply services.
He urged the participants to see the training as an opportunity to improve their professional performance and contribute to the overall reform and development of the Gombe State Water Board.
The training provided participants with practical knowledge and guidance on the application of the various SOPs, with emphasis on professionalism, accountability, customer satisfaction and improved institutional performance.
The initiative is part of the broader efforts of the NG-SURWASH Programme and the Gombe State Water Board to strengthen institutional capacity and promote sustainable, efficient and accountable water service delivery in the state.
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