The challenges of implementing revenue collection strategy at the Nairobi Water and Sewarage Company
Strategy formulation and development is the development of long term plans for the effective management of opportunities and challenges. Strategy formulation and implementation is a social and political process in which interest groups with conflicting interest and bargaining powers interact. The process must have the blessings of all interested parties and the top management should playa leading role in the exercise. The study sought to find establish the challenges of implementing revenue collection strategy at the Nairobi Water and Sewerage Company (NAWASCO). Towards this end, the study collected primary data from the respondents on the challenges they face in implementing revenue collection strategy. Content analysis was used to analyze the qualitative primary data which had been collected by conducting interviews and secondary information from the organization. The findings from the study was that the company does not respond promptly to customers complaints, the employees are not remunerated adequately, there is no just and fair promotion, the employees and management do not maintain good relations, the company do not have accurate information on number of complaints received from customers, there is no regular feedback regarding service delivery from customers, management does not take into consideration other staff members contribution regarding decision making, there is political interference with the running and management of the company, corruption is rampant in the company and lack of advance planning regarding constant supply of water to the city residents.