The action plan includes professional customer service training and capacity building, IT training, supplying the complaints centers with the necessary hardware equipment, as well as designing and developing a complaints information system that helps track, manage and monitor the complaints of customers. The application also provides accurate data and supports better decision making by the management team at the WAB.
Implementing all aspects of the action plan is expected to enhance the organizational performance of the WAB and raise the satisfaction level of its subscribers with the delivered services. Issues of equality, transparency, responsiveness and timeliness are significantly enhanced.