Woes of the GPL and GWI field staff

Aug 29, 2015 Letters

DEAR EDITOR,
Kindly permit me to highlight grave issues that affect the two major utility field staff.
I write this letter from the backdrop of having had the opportunity to work at both major utility companies; Guyana Power and Light Inc. and the Guyana Water Inc.
I represent the Field Staff that comprise the Meter Reader, Water Service Inspector and the Technician, as our primary task/job description is that of data acquisition.
From time to time the Field Staff work all day in our very hot tropical sun going yard to yard or area to area to get the job done, so that the Data Entry Clerks can input the relevant information gathered. It is required as a rule of law that we are to document what is seen.
For instance, on going to take a customer’s meter reading and upon realising that there is a different meter description apart from what is listed on the spread sheet; one has to take note of such a change in the remarks column on the spreadsheet provided. To our dismay, after doing such, it is revealed over and over again that such information was never updated into the database.
Other instances at GWI include verifying the whereabouts of the customer(s) since there are some bills that are being rejected or are returned to the office for different reasons. Upon successful completion of verification, it proved that the premises was demolished, the customer was either deceased, moved out, or his/her service is disconnected. Imagine asking a resident for the whereabouts of a dead customer whom my colleagues would have verified years or months before. Other cases consist of asking a resident of the whereabouts of a customer who is no longer the owner and a name change was done.
It’s because of such reasons some bills are rejected. Yet the ones working behind the desktop computers in the air conditioned rooms reprint the same spreadsheet or bill. If only they would feel the hurled insults, embarrassments and severe threats we have to put up with.
I could go on and on to highlight the grave issues; instead I would like to make the following proposals to make our job rewarding and appreciative whilst in the field:
a. There are streets that have been renamed years now; kindly update the system of such; rather than still having the customer(s) street address as the old street name. For example Almond Street which was renamed to Lance Gibbs Street. Part of New Garden Street which was renamed to Shiv Chanderpaul Drive. Etc
b. Areas such as Lamaha Park (Home of the Joint Services now have street names. Update the system of such change instead of having us trying to locate customers via their lot number and customer’s name ONLY.
c. There are areas that had the lots renumbered as a result of a survey. Let’s liaise with the sister Organizations such as the GPOC, GT&T and the Lands and Surveys to use a standard system.
d. It would be of much help to make it mandatory that all residents have their lot number displayed on their premise. Quite a few residents are uncooperative in saying where another resident lives in order that he/she would receive their utility bill. Additionally residents themselves do not know the lot number that is listed on either side of their premises.
e. There are dozens of wash bays that are operating on unmetered, bypass or illegal water supplies. Please note.
f. Since the introduction of GWI billing metered customers on a monthly basis, there are dozens of customers who have never received a bill. Kindly look into same.
These recommendations would have been highlighted at the supervisory and managerial levels; however all we are given is a listening ear but no subsequent changes are made. As a result there is a lack of confidence in the updating system; causing us to just go through the motion without taking proper time to gather in-depth information.
Customer Service Field Staffer

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Woes of the GPL and GWI field staff

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