2. Kiosk System Quick Reference Guide.doc - 1 Toolkit for Urban Water Supply Projects Module 4 KIOSK MANAGEMENT SYSTEM Quick Reference Guide 1 2 3

2. Kiosk System Quick Reference Guide.doc - 1 Toolkit for...

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Toolkit for Urban Water Supply Projects Module 4 KIOSK MANAGEMENT SYSTEM Quick Reference Guide 1 Introduction ........................................................................................................... 2 2 Main Principles of the Kiosk System ...................................................................... 3 3 Status of Operator, Contract Security Deposit and Company Goods .................... 3 3.1 The Status of Operator and the Contract ......................................................... 3 3.2 Security Deposit (If Applicable) ........................................................................ 4 3.3 Goods Supplied by the Company .................................................................... 4 4 Supervision and Monitoring of Operators and Kiosks ............................................ 4 4.1 Kiosk System: Responsibilities and Tasks ....................................................... 4 4.2 Management and Monitoring Tools .................................................................. 5 4.3 Data on Operators and the Performance of the Kiosks ................................... 5 4.4 Operator Complaints ........................................................................................ 5 4.5 Technical Problems and Damage Reporting ................................................... 5 5 Fetching Water at the Kiosk and Management of the Kiosk by the Operator ........ 6 5.1 Business Hours of the Kiosk ............................................................................ 6 5.2 Paid Water and Water Fetched Free of Charge .............................................. 7 5.3 Water Supply under Special Circumstances ................................................... 7 5.4 Using “Standard” Containers ........................................................................... 7 5.5 Fetching during Peak Demand Hours .............................................................. 7 5.6 Service Provision ............................................................................................. 8 5.7 Conflicts and Fights at the Kiosk ..................................................................... 8 5.8 Customer Complaints ...................................................................................... 8 5.9 Kiosk Cleanliness and Hygiene ....................................................................... 8 6 How Customers Pay for Their Water ...................................................................... 9 6.1 The Tariff .......................................................................................................... 9 6.2 Payment System .............................................................................................. 9 7 Company – Kiosk Operator Interactions and Transactions .................................. 10 7.1 Kiosk Operator – Company: Summary of Interactions and Transactions ..... 10 7.2 Cash Depositing Procedures ......................................................................... 10 7.3 Meter Reading ................................................................................................ 11 7.4 Paying the Water Bill ...................................................................................... 11 7.5 Metering, Billing and Depositing Cycles ........................................................ 12 7.6 Under and Over-Depositing by Operators ..................................................... 12 7.7 Entrepreneurial Risks and Dishonest Operators ........................................... 12 Appendix ...................................................................................................................... 13 Table 1: “Customer Exercise Books” (an example) ................................................ 13 Table 2: Notebook kept by Kiosk Operators ........................................................... 13 Table 3: Alternative Cash Depositing Procedure .................................................... 14 __________________________________________________________________ __________________________________________________________________________________________ Toolkit for Urban Water Supply Projects Module 4 Kiosk System Quick Reference Guide 1
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1 Introduction This document is based upon Module 4, Section 1 and the numbering of the tables corresponds with the headings used in Section 1. The Kiosk System Quick Reference Guide presented in this document is merely an example of how a WSP could manage its water kiosks. The Water Service Provider (WSP) is advised to adapt this Reference Guide to its own requirements. _________________________________________________________ __________________________________________________________________________________________ Toolkit for Urban Water Supply Projects Module 4 Kiosk System Quick Reference Guide 2
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2 Main Principles of the Kiosk System No. Component of kiosk system: 1 Kiosk operated by: Kiosk Operator. 2 Status: Operator is not an employee but sells water on behalf of Company. 3 Operating principle: Operator is a customer and charged according to meter readings. 4 Contract: Operator signs contract with Company. 5 Retail Tariff Fixed by Company and approved by NWASCO. 6 Sale of other goods: Allowed and encouraged. Some goods cannot be sold at kiosk. 7 Business hours: Agreed by customers, Operator and Company. Operator has to respect the agreed-upon business hours. 8 Supervision (Area level) By Kiosk Supervisor or by the Customer Services Assistant (CSA).
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