This department contributes to the growth of the organisation by adopting world standard SWM and developing new ideas. We do the following in this department:
Services • Initiating and managing change & Strategic
processes • Identifying the need for change • Involving change management processes • Incorporating critical thinking & intelligence
processes
Business Intelligence • Reducing error rates in operational management
processes • Implementation of franchising program • Embarking on total overhauling of all SBUs • Information gathering and analysis
Management of Information System • Commercial Administration • Client Servicing • Bill and Credit Control
Corporate Strategy Development • Reviewing the organisational strategies • Data mining and warehousing •Data Management
Billing System Management • Evaluation and selection of billing company • Establishment of billing platform • Response Centre Management
Performance Monitoring & Evaluation • Initiating and implementation of performance based
evaluation and payment system for Domestic PSPs • Collating and analysing routine reports
Customers’ Relationship Management • Improving relationship between LAWMA, PSPs
and generators • Ensuring swift responses to complaints • Ensuring that service delivery is value-driven • Making the Authority customer-focus
Total Quality Management (TQM) • Introducing ‘Do it right at first’ approach into SWM • Initiating systems mechanism into management procedure • Designing processes to ensure reduced error rate
