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

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
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Toolkit for Urban Water Supply Projects Module 4 Kiosk System Quick Reference Guide
1

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.
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Toolkit for Urban Water Supply Projects Module 4 Kiosk System Quick Reference Guide
2

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).