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Improving capacity in WOBA project implementation: Communication and customer relationship management

On August 23rd – 24th, 2022, in Vinh city – Nghe An, East Meets West Foundation (EMWF) successfully organized an internal meeting on “Improving capacity in WOBA project implementation: Communication and Customer relationship management”, under the framework of “Women-led Output-Based Aid (WOBA)” project.

Members from the Women’s Union, PCERWASS and 19 water schemes of 4 provinces in the water component of WOBA project: Thanh Hoa, Nghe An, Ha Tinh, Ben Tre and EMWF staff participated in the event.

EMWF collaborated with Dr. Nguyen Minh Duc from Center for Soft Skills Training, Vietnam National Academy of Agriculture to share these contents:

  • Capacity building for members of water schemes participating in the project on communication and customer relationship management.
  • Share experiences in developing climate resilient water safety plans (CRWSP), provide guidance on developing communication plan with gender mainstreaming for CRWSP in the project.
  • Orientation of activities related to the project – Clean water component in the remaining time of the WOBA project.

The two-way interactive method was applied by the consultant to convey information and knowledge to the participants in the most effective way. Games, exercises, and situation exercises were discussed and presented by the groups. Attendees brought up many critical thinking questions. EMWF Monitoring & Evaluation (M&E) team conducted pre and post surveys to evaluate the effectiveness of this internal meeting.

The WOBA project is supported by the Australian Government Department of Foreign Affairs and Trade (DFAT) through Water for Women Fund and implemented by the cooperation between EMWF and Vietnam Women’s Union, along with partners from central and local governments in the rural areas of five provinces with different geographical and socio-economic conditions: Hoa Binh, Thanh Hoa, Nghe An, Ha Tinh and Ben Tre.

Starting from September 2018, WOBA project has supported 6,357 beneficiary households to access safe drinking water, reaching 91% of the total target, and 19,129 beneficiary households built hygienic latrines, reaching 95.6% of the total target, along with other important activities

For the clean water component, this event aimed to change the perception and behavior of the customer relationship for the water suppliers participating in the project. Thereby improving the satisfaction of households using the service after being connected to the water system to the maximum (100%) to ensure the sustainability of the systems.

By analyzing and practicing the communication method on CRWSP, members of the water supply unit can identify and proactively manage their communication plans. EMWF and the consultant also gave specific advice and comments to the communication plans on CRWSP of each water scheme. All participants received valuable knowledge on communication and sustainable customer relationship management to continue accompanying the WOBA project and bringing support to poor / near-poor households, especially for people with disabilities, and providing them with opportunities to access clean water and sanitation and improve health and social inclusion.

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