Client Overview
Client: Mombasa Water Supply and Sanitation Company Limited
Mandate: To enhance water supply and sanitation services, establish, manage, facilitating efficient resource allocation, real-time monitoring of water quality and distribution, and improved customer service delivery.
Contracting Agency: The world Bank
Services:- Business Process Improvement
- Enterprise Resource Planning (ERP)
- Implementation and ICT Infrastructure
The Challenge
With a growing population and increasing demand for efficient water management,MOWASSCO recognized the need to improve its business processes and modernize its ICT infrastructure.
MOWASSCO faced several operational and technological challenges that created bottlenecks in service delivery:
- Disjointed Systems: MOWASSCO's ERP system was standalone, with no integration between critical modules such as billing, HR, procurement, and customer service.
The main challenges MOWASSCO faced included:
- Manual Processes: Key business functions, including meter reading, billing, and data entry, were performed manually, resulting in errors and delays.
- Limited ICT Infrastructure: MOWASSCO’s ICT infrastructure was outdated, with insufficient server capacity, unreliable internet connectivity, and no firewall or disaster recovery systems, leaving the organization vulnerable to data loss and operational failures.
- Inadequate Power Backup: The lack of robust power backup systems meant the infrastructure was at risk during frequent power outages, increasing the likelihood of data loss and system downtimes.
Project Overview
Info Gain Consulting was tasked with leading MOWASSCO through a transformational journey of Business Process Mapping (BPM) and the ERP System Upgrade, with the ultimate goal of improving operational efficiency across all departments.
The project approach included:
Reviewing and Documenting Core Business Processes:
A thorough assessment of MOWASSCO’s business processes across all departments (billing, HR, procurement, finance) was conducted. This involved updating existing documentation and preparing new documentation where it was missing.
Defining the ERP System Scope:
Based on the documented business processes, technical specifications were developed for a fully integrated ERP system. The scope of the ERP system covered all key operational areas, ensuring that the system met current needs and was scalable for future expansion.
Identifying ICT Infrastructure Improvements:
Gaps were identified in server capacity, telephony, WAN, routers, switches, firewall, and cabling, with recommendations for necessary improvements. Additionally, there was a need for enhanced network security measures, improved internet bandwidth, and power backup solutions to ensure system stability and operational continuity.
Challenges Encountered
Recommendations
ERP System Upgrade:
A new ERP system was scoped and sourced to integrate billing, HR, procurement, and customer service into one seamless platform.
Change Management:
A structured change management plan was rolled out to train staff on the new ERP system and provide post-implementation support
ICT Infrastructure Upgrade:
Critical infrastructure upgrades were made, including increased server capacity, improved network connectivity, and enhanced security with firewalls and disaster recovery systems.
Business Process Mapping:
MOWASSCO’s workflows, focusing on streamlining operations, reducing manual interventions, and integrating key functions within the ERP system.
Output
Business Process Documentation:
MOWASSCO updated its core business processes across all departments, including billing, finance, HR, procurement, and technical operations, ensuring alignment with industry best practices.
ERP System Scope Definition:
The ERP system incorporated smart metering, allowing for real-time meter readings, billing automation, and streamlined customer communication.
Integration of modules ensuring seamless data flow between departments, eliminating inefficiencies and manual data entry errors.
ICT Infrastructure Improvements:
Implementation of server upgrades, network enhancements, cybersecurity measures, and power backup solutions to ensure scalability, performance, and secure data management, while also implementing firewalls and UPS systems.
Training and Capacity Building:
The new ERP system underwent structured training programs for staff, technical training for IT personnel, and ongoing post-implementation support to ensure smooth transition and user adoption.
Change Management:
The strategy involved a comprehensive change management approach, stakeholder engagement, and the development of feedback loops to facilitate the smooth transition from manual to automated workflows.
Contact Us Today
To receive a free white paper on Business Process Mapping and IT Consulting, contact us at enquiries@infogainconsulting.com
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