SHUKALB Delivers Successfully Three Training Courses during October 2021

Trainer Arian Gjorga, Freelance Consultant and Expert and the participants during the delivery of the “Customer Service and Public Relations” training course.
Photo Credit: SHUKALB

During October 2021, SHUKALB delivered successfully three training courses, the “Customer Service and Public Relations”, “Business Planning for Performance Improvement” and the “Leakage Control”.

The “Customer Service and Public Relations” training was delivered on 5-6 October 2021 in Tirana, with the participation of the heads and specialists of the Customer Service and Public Relations departments of the water supply and sewerage companies of Tirana, Korça, Shkodra and Saranda.  The training was delivered by trainer Arian Gjorga, Freelance Consultant and Expert.

Participants gained knowledge on key topics, such as the basics of excellent service, customer service organization and staff, information and communication with the public, customer feedback management, customer satisfaction, database management, customer complaint management, meter reading management, billing and collection management, service interruption and disconnection management, basic guidelines for a good communication plan, and integration of different types of media into an efficient communication program.

The training was considered very valuable by all participants, both for the knowledge shared in practical form and for the discussions that enriched the experience of the participants.

Trainer Daniela Gega, Finance and Accounting Specialist, Valu Add Management Services instructing participants to work on the Business Plan Model in Excel.
Photo Credit: SHUKALB

The 4-day training “Business Planning for Performance Improvement” was delivered during 16, 23, 30 September and 7 October 2021, in Tirana, with the participation of the heads of technical, economic, commercial and legal departments of water supply and sewerage companies of Tirana, Korça, Shkodra, Saranda, Gjirokastra and Vlora, under the direction of experts Semira Kasimati, Esida Lekbello, Anri Dajko and Daniela Gega from Valu Add Management Services.

Participants had the opportunity to get acquainted and review their Business Plan models with concrete data on these key elements, such as the Business Plan structure, the vision and mission of the water supply and sewerage companies, assessment of current conditions and priority issues, strategic objectives, water demand analysis, organizational structure and staffing, operating and maintenance budget forecasting, capital expenditure and investment forecasting, performance improvement program, revenue needs and tariff setting strategies, senior management challenges and updating Business Plan.

The training was highly appreciated by all participants, both for the shared knowledge, the practical work with the model, and for the discussions exchanged between peers about the challenges that utility companies face in their work.

Eng. Pirro Cenko, Freelance Consultant (standing) and the participants during the delivery of the “Leakage Control” training course
Photo Credit: SHUKALB

The “Leakage Control” training course was delivered on 15 October 2021 in Tirana, with the participation of managers and engineers of technical departments of water supply and sewerage companies of Tirana, Korça, Elbasan and Saranda, and it was delivered by the expert Pirro Cenko.

Participants received basic knowledge on key topics such as, leakage management, leakage management strategy, leakage detection and localization, pressure management, leakage monitoring and control.

The training was considered very valuable by all participants, both for the knowledge shared in practical form and for the discussions.