The mobile payment system has had a significant positive impact, allowing customers to pay their bills from the comfort of their homes, offices or businesses and reducing pressure on the agency to serve all customers in a timely and satisfactory manner. Furthermore, it has empowered customers by providing a self-service option to check their bills on their mobile phones. By dialing *9222# on all network carriers and entering their meter reader's supply ID, customers can instantly view their outstanding bill and choose to pay it immediately.
The mobile payment system implemented by the Mobile Payment System Office utilizes existing software from the Customer Care unit, specifically leveraging its E-payment feature which houses a comprehensive database of customer supply IDs. This integration allows for a streamlined payment process wherein customer payments are automatically recorded as transactions within the system.
To ensure accuracy and prevent fraud, employees of the Mobile Payment System Office are tasked with verifying each transaction. This verification process involves cross-checking the recorded transaction against the agency's Zaad and Edahab Merchant accounts, which serve as the primary platforms for receiving mobile payments. Only after meticulous comparison and confirmation that the client has indeed transferred the due amount is the transaction marked as "verified" within the system. This final verification step signifies that the customer has successfully fulfilled their payment obligations and their bill is considered paid.
This system not only simplifies the payment process for customers but also provides a robust framework for tracking and verifying payments, thereby enhancing transparency and accountability within the agency. By repurposing existing software and integrating it with mobile payment platforms, the Mobile Payment System Office has effectively modernized its payment infrastructure, potentially reducing administrative overhead and improving overall operational efficiency.
Despite the relatively recent implementation of the Mobile Payment System, employees have reported a noticeable increase in customers utilizing the platform for bill payment. While traditional methods such as cash payments and direct transactions at agency offices across the city remain prevalent, there's a growing expectation that the mobile payment system will soon become the preferred choice for customers.
This trend is supported by data demonstrating a significant increase in mobile payment adoption. For example, just on February 7th, 660 customers opted to pay their bills through the mobile system. A month later on March 7th, this figure had risen to 994 customers, representing a substantial 66% increase within a span of a single month. This rapid growth suggests that as customers become more familiar and comfortable with the mobile payment platform, its convenience and accessibility will likely drive further adoption, potentially leading to a shift in overall payment behavior and a decrease in reliance on traditional payment methods.
The establishment of the Customer Care Unit and Mobile Payment System, made possible by the Hargeisa Water Agency's partnership with NWSC and the EU Water Operators’ Partnership Alliance program technical support, aligns with the broader themes of capacity building, knowledge sharing, and sustainable service improvement. This collaboration not only fosters institutional growth but also directly translates to enhanced customer service and operational efficiency for the Hargeisa Water Agency.
