Page 8 - Sibu water board Final Cover

CUSTOMER SERVICE
The Ministry of Utilities, Sarawak had published standard survey questionnaire on customer satisfaction for
use by all water supply agencies in Sarawak. Accordingly, the Board used the questionnaire and conducted
survey on the level of customer satisfaction by distributing such questionnaire to the Board’s customers
within the Board’s water supply area. Only 1,717 customers responded to the survey and reports had been
submitted to the Ministry for compilation and analysis purposes.

To realize the Board’s Goal No. 5 – To Be a Valued Member Of The Community That We Serve, the Board did not
forget the responsibility of Corporate Social Responsibility (CSR) to society in Sibu Division.

Every year, the Board holds a Customer Open Day (Hari Bersama Pelanggan) in conjunction with the World
Water Day and Salim Treatment Plant Open Day, to give opportunity to the public to witness and experience
water treatment process at the Salim Water Treatment Plant, make inquiry about Board’s customer services,
participate in exhibitions and talks, coloring contest, write essays competition and many more.

KEY FOCUS ACTIVITIES (KFA)
To fulfill the needs and expectations of customers in Sibu Division, the Board set up a Key Focus Activities
(KFA) Project 2017 – Titled: “Mengurangkan Purata Masa Menunggu Pelanggan Sebelum Mendapatkan
Perkhidmatan Di Kaunter Lembaga Air Sibu”, to study and to review on the Board’s Key Performance Index
(KPI) on effectiveness of customer’s average waiting time before receiving services, within which was set
as within 8 minutes. Even though the overall 2017 customer’s average waiting time achieved was above the
Board’s KPI at 9.02 minutes, the Board could still be proud with the result because it was still well below the
UTC KPI/Benchmark of 15 minutes.

ouTLooK
The Federal Government is still considering the Board’s application for the development project loans to be
converted to grant for development directly or indirectly linked to rural water supply.
At the State level, the Board will continue to appeal for the conversion of loan into grant. A paper had been
submitted to restructure the financing/repayment of all the existing loans. Discussions with the State
Financial Office had been carried out on this, and it is hoped that some of these efforts would be fruitful to
ensure that the Board’s financial viability can be sustained until such time when the water tariff is reviewed.

aPPrECiaTion
To my fellow Board members, I wish to express my sincere appreciation on their good advices, supports, and
co-operation in ensuring positive progresses and performances of the Board. I also wish to thank the
Management team and staff for their commitment, dedication, hard work, and loyalty towards achieving
another successful year.

There had been some changes to the Board during the year. We welcomed the newly appointment Board
Members, YBhg. Dato Wong Yieng, Puan Adriana Anak Christopher Tegong and Encik Tian Chun Huat who
succeeded to the outgoing Board Members, Encik Wong Nang Yong, Encik Edwin Anak Edward Lang and
Encik Chew Hock Lee, who served the Board up to 31.03.2017. To the out-going members, I would like to
acknowledge their wise counsel and contributions during their terms as Board Members.
The Board extends its gratitude and appreciation to the former Director of Rural Water Supply, Encik Daniel
Wong Park Ing for his contribution during his tenure and also welcomes the newly appointed Director of
Rural Water Supply, Encik Chang Kuet Shian.

Last but not the least, I would like to convey my heartfelt thanks and gratitude to the State and Federal
governments, all government departments and agencies, valued customers and suppliers for their
understanding, continual support, and the trust placed in the Board.

DATO IR. ALICE JAWAN EMPALING
Chairman
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