The billing system in the Water Services Corporation : alternative perspective : a case study of the Water Services Corporation

Abstract

A Billing System is a procedure how to receive money for the service provided. The Water Services Corporation (WSC) is the only entity in Malta that provides water services, with the additional responsibility to issue bills, both for itself and for Enemalta Corporation. In the past, the WSC had used several billing systems. Recently a Provisional Billing System together with the existing Actual Billing System, was introduced. This study was conducted to examine whether the introduction of this new Provisional Billing System 1s viable to the Water Services Corporation and convenient to the customer. A survey method based on questionnaire and an interview with a Focus Group, consisting of employees involved in the billing system, was used to carry out the investigation. The main conclusion of this study is that the Water Services Corporation objectives of the new Provisional Billing System is reached as payments received increased, since more than half of the customers are paying their bills regularly. Hence the Corporation is said to be receiving money on account, till the actual bill is issued. From the customer's point of view, they are in favour to receive a two months period bill based on actual reading not on an estimate.