Digitalizing Water Bill Payments

Introduction of Change Management at Ghana Water Company Limited

2021
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Authors: Ransford Mensah; Aileen Cater-Steel; Mark Toleman
Published in: Digitalization Cases Vol. 2
Publisher: Springer International Publishing

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Abstract

In 2016, Ghana Water Company Limited (GWCL) embarked on a digital transformation journey to modernize its billing processes and improve customer convenience. This chapter delves into the challenges GWCL faced, including resistance to change and lack of understanding among employees. The introduction of a change management framework, guided by the UN Better Than Cash Alliance, is highlighted as a key strategy to increase adoption of digital payment platforms. The case study explores the development and implementation of this framework, showcasing the importance of a systematic and iterative approach to change management. The chapter also discusses the lessons learned and the preliminary results achieved, providing valuable insights into the complexities of digital transformation in the public sector.

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Abstract

(a)

Situation faced: Ghana Water Company Limited (GWCL) is a public utility company undergoing a digital transformation. The company began transforming its billing processes in 2016. A vital component of the transformation agenda is the digitalization of customer payments, where customers can make water bill payments through mobile money and other digital payment platforms.

Management of the company has realized that some of its commercial department employees (customer-facing staff) are consciously or unconsciously resisting the change. Therefore, to increase adoption, and usage of the payment channels, management has decided to implement a change management program.

(b)

Action taken: A mixed-method approach was used to obtain staff views on the ongoing digital transformation process at GWCL. This was achieved through a survey and focus group discussions. The study targeted to collect data from 200 staff. There were 160 staff who returned completed questionnaires.

The analysed data from the survey and five focus group discussions were used to develop a digital payment change management framework incorporating implementable action points that will enhance organizational appreciation of digitizing bill collection.

(c)

Results achieved: The survey and focus group discussions showed that the ongoing digitization projects at GWCL have resulted in apprehension, anxiety and fear among many of the staff. Overall, the company staff understanding of change is characterized by operational practices rather than behavioural practices. The research resulted in a digital payment change management framework which has been accepted by the company senior management. The framework establishes how changes will be proposed, analysed, accepted/rejected, implemented, monitored, controlled and documented. Currently, the company has successfully implemented a series of pragmatic change initiatives using the framework to facilitate the usage of digital payments for bill collections.

(d)

Lessons learned: The most important lesson is that it is not possible to manage change in this public sector organization using a checklist of change management steps. The lessons learned are as follows: (1) A transparent and systematic approach to change management enhances digitalization (increases usage and adoption). (2) An iterative approach allows failure and lessons to be learned. (3) Use a context-specific change management framework to establish sustainable change. (4) Use change champions to drive change.

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Title: Digitalizing Water Bill Payments
Authors: Ransford Mensah
Aileen Cater-Steel
Mark Toleman
Publisher: Springer International Publishing
Book: Digitalization Cases Vol. 2
Print ISBN: 978-3-030-80002-4

Electronic ISBN: 978-3-030-80003-1

Copyright Year: 2021
DOI: https://doi.org/10.1007/978-3-030-80003-1_15

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Digitalizing Water Bill Payments

Introduction of Change Management at Ghana Water Company Limited

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