INSTITUTE OF ACCOUNTANCY ARUSHA

DEPARTMENT OF CUSTOMER SERVICE

FIELD ATTACHMENT REPORT

STUDENT NAME : MIRACLE AUGUSTINO LAIZER

REGISTRATION NUMBER : ODBM/0128/2021

PROGRAMME : Business Management

YEAR OF STUDY : First Year

NAME OF THE ORGANIZATION : Arusha Urban Water Supply and Sanitation Authority

MARKER’S/ SUPERVISOR’S NAME : Ms. Lilian Minja

August 2022

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 ACKNOWLEDGEMENTS
The success of this report has been a result of joint efforts, devotion and good cooperation that I
was kindly offered by many individuals, though I will mention only a few. This does not
underrate by any means the contribution of those who will not be mentioned.

I would like to take this opportunity to express my gratitude for the contribution of those who
helped me in accomplishing this task of preparing this report. This work would have not been
possible without assistance from a number of committed individuals.

I thank the Almighty God for being with me during preparation of this report and for blessing me
with wisdom, power, love, care and health without forgetting my family members for all the
support they offered me.

My most sincere thanks should go to my academic supervisor, Ms. Lilian Minja and My visiting
supervisor Mr. Who devoted their valuable time in providing advice, support, guidance the
productive commenting and suggesting the best way on how to make my report more presentable
and understandable.

I would like to thank the management of AUWSA for having accepted me to undertake my
practical training at their institution. Specifically my appreciation goes to the Manager director of
the Company Eng. Rithkoya, Mr. Geofrey Gindo(CBO), Mr. Frank Anchen, Mr. Exuper Njau
Mr. Abdulkadir Rutona and others who helped me by any means. Also all my trainee students for
their full support during the whole period of undertaking my practical training.

I would like to thank Arusha Urban Water Supply and Sanitation Authority for giving me
opportunity to conduct my field studies in their organization. Together with all employee who
works at AUWSA for showing me a lot of cooperation for help me when a want some assistance
of help at my field practical.

Generally, my special thanks go to my onsite supervisor Joseph Paul Chikira(CSO)and Geofrey

Gindo (CBO) as customer service managers and their assistant Ms. Gemma mbaga Mr. Baraka
shilla, Ms. Angel Mtenga and Ms. Venither for their good supervision and friendly environment
they created to me during my studies and field supervision. That environment helped me to learn
a lot.

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 ABSTACT

This report is based on the tasks undertaken as well as my opportunity to apply the theoretical
knowledge at the Arusha Urban Water Supply and Sanitation Authority acquired in class at
INSTITUTE OF ACCOUNTANCY ARUSHA. It highlights different activities that I did at the
Arusha Urban Water Supply and Sanitation Authority, Customer service Departments during my
field training and the skills that I acquired when I exercised various duties that I was assigned to
perform.

This report is the product of the program regarding practical training in the Faculty of Ordinary
Diploma in Business management, the major aim of practical training is to transform theory or
what is taught in class into practice.

Preceded by list of abbreviations and acknowledgements, this field report has three chapters:

Chapter one, the introduction about the organization background, organization structure, type of
organization, major service/product, activities, number of employees as per AUWSA
organization structure, activities and customers as direction of AUWSA.

Chapter two describes the activities performed during the field training, working environment,
new knowledge and skills gained, things enjoyed most, things enjoyed least and the reasons
behind the respective things enjoyed and lastly Problems experienced and ways of handling
them.

Chapter three gives conclusion and recommendations of the field attachment report and lastly
there are sources and reference that helps the author to prepare this field report and various
appendices.

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Contents

ACKNOWLEDGEMENTS............................................................................................................ii
ABSTACT......................................................................................................................................iii
LIST OF FIGURES.........................................................................................................................v
LIST OF TABLES..........................................................................................................................vi
ABBREVIATIONS.......................................................................................................................vii
CHAPTER ONE..............................................................................................................................1
INTRODUCTION...........................................................................................................................1
1.1 Introduction............................................................................................................................1
1.2 Objectives of the Field Attachment.......................................................................................1
1.3 Background of the organization.............................................................................................2
1.4 MISSION AND VISION STATEMENT..............................................................................2
1.5 Type of Business Organization..............................................................................................5
1.6 Major Services.......................................................................................................................5
1.7Activities (Sales and Work in progress).................................................................................5
1.9Customers................................................................................................................................6
CHAPTER TWO.............................................................................................................................8
EXPIRIENCES................................................................................................................................8
2.1 Experience Gained During Field Work.................................................................................8
2.2 Duties and Responsibilities Assigned....................................................................................8
2.3 New knowledge and skills gained by the trainee...................................................................9
2.4 Things enjoy most and why...................................................................................................9
2.5 Things enjoyed least and why..............................................................................................10
CHAPTER THREE.......................................................................................................................11
CONCLUSION AND RECOMMENDATIONS..........................................................................11
3.1 Conclusion............................................................................................................................11
3.2 Recommendations.................................................................................................................11
3.2.1 forAUWSA.....................................................................................................................11
3.2.2 Recommendation to IAA.............................................................................................12
REFERENCES..............................................................................................................................13

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 LIST OF FIGURES

Figure 1 Arusha Urban Water Supply and Sanitation Authorities Organization chart…............4

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 LIST OF TABLES

Table 1: AUWSA’s Department, independent unit and departmental sections…....................3

Table 2: Number of AUWSA employees…...............................................................................6

Table 3: Total number of customer AUWSA saves….............................................................7

Table 4: Total number of sewage customer AUWSA saves…................................................7

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 ABBREVIATIONS

IAA Institute of Accountancy Arusha

AUWSA Arusha Urban Water Supply and Sanitation Authority

CBO Customer Billing Officer

CSO Customer Service Officer

EUWRA Energy and Water Utilities Regulatory Authority

PMU Procurement Management Unit

HRM Human Resource Management

ICT Information and Communication Technology

PPA Public Procurement Act

MoU Memorandum of Understanding

MoWI Ministry of Water and Irrigation

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 CHAPTER ONE

INTRODUCTION

1.1 Introduction
This report is presenting the results of the field work which was conducted at Arusha Urban
Water Supply and Sanitation Authority in ArushaMunicipal, under Customer service department.
The training started from June 2022 to August 2022. Arusha Urban Water Supply and Sanitation
Authority(AUWSA) is a Tanzanian parastatal organization owned by the government of
Tanzania and the Ministry of Water and Irrigation regulates all the operations of AUWSA.Water
supply and sanitation is one of the sources of government revenue. Arusha Urban Water Supply
and Sanitation Authority include in business like: water generation from difference sources, save
water, water distribution and sale of waterto Arusha region.

1.2 Objectives of the Field Attachment

 To give the students an opportunity to be able to link theory that they learn from the
class and from personal study and practical from industrial area.
 To enable student to provide the most important practical work the student learnt from
the first time until the end.
 To make a research and observation about the major challenges that seems to appear in
an organization or industries, and the ways to handle them.
 Through industrial studies a student may research and integrate with theory he has
learnt and make a reasonable analysis, so a student may contribute importantly not only
to academic knowledge but also to the industries studied during the field and to the
public likewise.
 To enable students to relate industrial training with what they have studied when they
were at the college with those undertaking to the organization during industrial training.
 To make a student being able to organize work well and complete assigned tasks on
time.
 Experience of working at any organization after finishing college.
 To enable student to be able in level of cooperation and working relationship with other
employees in the organization (AUWSA).

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1.3 Background of the organization
The Arusha Urban Water Supply and Sanitation Authority (AUWSA), is a legally established
entity responsible for the overall operation and management of water supply and sewerage
services in Arusha City. AUWSA was established under the Water Works Act CAP 272
amendment (Act No. 8 of 1997), now repealed by Water Supply and Sanitation Act No. 12 of
2009. It was declared a fully autonomous entity by order of the Minister responsible for Water
Affairs in January 1998.
AUWSA is governed by the Board of Directors and headed by the Managing Director. Under the
Managing Director there are four Departments namely Technical, Customer Service, Finance
and Human Resources and Administration. There are Eleven Sections under these four
Departments. Also there are Seven Units namely Internal Audit, Public Relations, Procurement
Management, Legal Services, Planning and Development, Store and Supplies and Information
and Communication Technology all reporting to the Managing Director.
AUWSA operates performs and discharges its functions of supplying water and sewerage
disposal service in accordance to but not limited to the following:-
 Water Supply and Sanitation Act. 2009
 Finance Act, 2004
 PPA, 2011
 EWURA Act, CAP 414
 MoU between MoWI and AUWSA
Being a Corporate entity the guiding tools can be defined herein as:-

1.4 MISSION AND VISION STATEMENT

Vision Statement “To be the best Utility in Water Supply and Sanitation services in Africa”

Mission Statement “To enhance adequate and sustainable provision of quality water supply and
sanitation services at affordable tariffs so as to contribute to social-economic development of
Arusha city and Tanzania as whole”
Motto statement " Our customer, our Pride".
AUWSA core values " Integrity and Accountability, Environmental consciousness, Team work
spirit, Quality management system, Professionalism, Value for money, Creativity and
Accountability

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 AUWSA Departments
AUWSA is governed by the Board of Directors and headed by the Managing Director. Under the
Managing Director there are four Departments namely: -
 Technical Department
 Customer Services Department
 Finance Department
 Human Resources & Administration Department

There are eleven Sections under these four Departments. Also, there are Seven Units namely: -
 Internal Audit unit, administratively report to the managing director and functionally
reports to the board audit committee.
 Public Relations, as per ministry of water (MOU)
 Information and Communication Technology (ICT)
 Procurement Management, in line with public procurement act
 Legal Services Unit, as per ministry of water
 Planning and Development units
 Stores and Supplies unit as per ministry of water
Organization structure

AUWSA organization structure is governed by the board of directors and headed by the
managing director. Under managing director there four departments technical services, Customer
service, Finance and account and Human resources and administration. There eleven sections
under these four departments. Also, there are five unit namely internal audit, public relation,
PMU, ICT legal service reporting to the managing director.

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Figure 1: AUWSA organization structure

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1.5 Type of Business Organization
The Arusha Urban Water Supply and Sanitation Authority (AUWSA), was established under the
water works Act Cap 272 as per government Notice No 371 published on 25 th July 1997. It was
declared an autonomous body in January 1998 and discharges its functions under the ministry of
water and closely regulated by the energy and water regulatory Authority (EWURA). The
principal business of AUWSA is production, distribution and delivery of clean and disposal of
the sewerage emanating from urban area in Arusha city.

1.6 Major Services

Arusha urban water supply and sanitation authorities generated water from various resources
such as spring, boreholes and river Nduruma. Where by there 16 deep wells (boreholes) located
in Arumeru district and three boreholes located within the city area. The boreholes contribute
33%. AUWSA spring sources are Ngarendolu which contribute 48%, Oleshamasama springs.
And river which are utilized are Nduruma and Malala River to produce additional clean water
that produce 19%. So AUWSA supply water from these resources to the whole city of Arusha
municipal.
Also, AUWSA engaged on the sewerage emanating from urban where by Arusha urban water
supply and sanitation authorities the sewage system save people 16.7% of Arusha resident which
is equal of people 41057. General AUWSA is providing service of clean water and sewage of
Arusha municipal.

1.7Activities (Sales and Work in progress)

PROTECTION
It is responsibility of the AUWSA to ensure that all resources of water are kept safe because so
as to avoid some problems like disappear of the natural resources of water due to environment
degradation that are caused by human being also to ensure all resource, they are keep clean in
order to avoid water pollution that might course effect to all user of water
DESTRIBUTION AND SUPPLY
AUWSA one of the major activities that done by the authorities is to distribute water to his
customers that are divided in different categories by construct pipe line so as to reach any
customer who are in need with water. Also, the authorities supply water to the customer who
they are not have water through tape by help them water through bowser and they keep them in
water tank.

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MAINTAN AND CONTROL SEWAGE SYSTEM

AUWSA also engaged in water sewage system whereby the authority has responsibilities of
maintain the sewage system well so as to avoid any pollution that might be caused by leakage
due to poor usage of the system to the customer. Also, to repair all the sewage system that are
being blocked by the hard things.

1.8. Number for employees

Arusha urban water supply and sanitation authorities comprises two groups of employees that are
permanent employees and staff supporting. The organization consists of 286 permanent workers,
and 32 supporting staffs. . The number of employees increases time to time due to expansion of
the organization and the range of activities required to be provided.

In its desire to maintain a team of professional qualified and motivated staff, training
opportunities were provided even though there was no comprehensive training programmer.
Recruitment of staff and promotions were affected to stimulate quality performance among
staff in accordance to the scheme of service. Reviewed and designed of all job categories
needed to be observed so as to reflect the current situation and organizational.
Table 2: number of AUWSA employees
TYPE OF WOMEN MEN TOTAL
WORKERS
PERMANENT 81 205 286
WORKERS
SUPPORTING 7 25 32
STUFF

1.9Customers
Arusha urban water supply and sanitation authorities save a number of customer in both
department of clean water and sewage water.

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CLEAN WATER CUSTOMERS
AUWSA save the number of customers due to the demand of customers that are categories such
as Domestic, commercial, industrial, Parastatal, Bottling, Kiosk/Stand pipes customers. The
authorities save a total number of 48,608 of the customers by supply and distribute of water in
Arusha city.
Table 3:TOTAL NUMBER OF CUSTOMER AUWSA SAVES
No. TYPE OF CUSTOMERS NUMBER OF CUSTOMERS
1. Bottling 2

2. Commercial 3,675
3. Domestic 43,740

4. Industrial 404

5. Parastatal 499
6. Kiosk/Stand pipes 288

SEWAGE CUSTOMERS
The authorities save a total number of 5,612 of the customers who are use the systems of sewage
and those who use sewage motor vehicle to remove sewage of the chamber of the Arusha city.
Types of customers who use are domestic customer, commercial, institutional, industrial,
Bottling customers.
Table 4: TOTAL NUMBER OF SEWAGE CUSTOMER AUWSA SAVES
No. TYPE OF CUSTOMERS NUMBER OF CUSTOMERS

1. Domestic 4,530
2. Commercial 759
3. Institutions 172
4. Industrial 146
5. Bottling 5
TOTAL 5,612

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 CHAPTER TWO

EXPIRIENCES

2.1 Experience Gained During Field Work

The field replacement of the work was classified according to different daily activities performed
depending on daily routine jobs and daily placement directed by on site supervisor in different
sections that are commercial customer service department, call center customer service
department, and customer billing section department.

2.2 Duties and Responsibilities Assigned

The following are some of the duties and responsibilities a trainee was assigned during the field
attachment at AUWSA.

 Receiving and informing potential/prospect customers about the process of new water
connection.
 Receiving new water connection application forms and checking if they meet the
requirements.
 Registering prospect customers into system by scanning their forms.
 Assigning surveyors for each prospect customers.
 Assist in provision of monthly bills, comprehesive statement, survey cost, control number
for payments and water tarrifs.
 Receiving water shortage complaints, leakages, bills complaints and other complaints
which concerns with water service and sewarage system.
 Informing customers about all important information including giving them direction of
zonal offices.
 Reporting water leakages and illegal connections to respective sections for corrective
action.
 Attending customer complaints regarding lack of water.
 Changing customers’ accounts zonal sites and routes.
 Request customers control number for reconnections payment.
 Changing customers phone number for receiving bills messages.

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2.3 New knowledge and skills gained by the trainee
From different duties and responsibilities undersigned, the trainee gained diverse skills as
identified hereunder.

 The trainee obtained the knowledge of handling customer complains about the
service given by the organization, how to deal with angry and irritated customers,
dissatisfied customers and to restore the good relationship with the customers and
make them feel cared, respected and providing the quality service than their
expectations.

 Acquire the skill on how to prove the document that are supposed to be paid to the
casual labor by prove if the amount is correct and if all casual labor who supposed to
be paid is sign and to prove the money that I have given before start doing payment.
 The trainee obtained the skills and knowledge on how to read all document and to
think on it if it is correct before sign them.
 Acquire knowledge on customer service on how to treat dissatisfied customer that
makes them feel cared.
 Acquire the skills on how to fill and prepare all invoices and receipts of AUWSA
such a s payment receipts.
 Acquisition on how to prepare the receipt from the system to those customers who
doing differences payments like bills fines and others.

2.4 Things enjoy most and why

Cooperation, enjoyed seeing the employees cooperate with me in doing and work organization. I
also enjoyed receiving full cooperation from all supervisors from all departments treating me as
one of the organization employees.

Respect, this is the one for the things i enjoy because in each department of AUWSA that i
work they show much respect on each and every thing that i did with them even they take to
listen my advices as if am one of the employee of AUWSA.

Job specialization, specialization was also among the things i enjoyed most, this was due to the
fact that, at AUWSA each employee was working according to his or her knowledge, specific

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level of education, not only those but also experience was another thing that needed by
AUWSA.

Hospitality, this is the one of the things i enjoy during my field because every person who work
at AUWSA has a good welcoming and they thought me each and everything that I want to know
concern of my training and knowledge that i want to know about AUWSA.

2.5 Things enjoyed least and why

Limited time for field. Time allocated for field was a bit limited as compared to the list of things
which I was supposed to learn. The activities were many, but owing to limited time, I was not in
a position to learn everything in relation to my field.

Limited in work performance, whereby it not all things that trainee is supposed to know or to
understand how it operate, some of the things were too personal that make limitation on some
relation on college training and field training.

Problems experience and handled

In any organization there should be some weakness and strength thus to ensure an effective
operation towards the provision on service,

 Wrong filling payment voucher by looking the amount indicated on LPO and PR to the
description but instead supposed to looking on the amount indicated by the FM on the
document.
 Produce receipt to the wrong person or wrong amount to the customer by forget some of
the number on the control number on bills payment and fines payment and I solve it by
produce another with correct control number and correct amount

 Another problem met customers whose complains are about late receiving of their bills
and once they come, they found no network coverage and others are being disconnected,
for real was so embracing and once they are being disconnected they are normally not
responsible in paying fine.

 Wrong spelling on the customer’s name that it makes difficulty when finding them in the
system.

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 CHAPTER THREE

CONCLUSION AND RECOMMENDATIONS

3.1 Conclusion
Practically training is very important for students since it is a base of knowledge and skills
development. It enables students to practice what they have learned in theory and this is very
crucial for the development of student’s professionals. The aim of the field work was to enable
students to relate industrial training with what they have studied when they were at the college
with those undertaking to the organization during industrial training. The study was conducted
mainly at AUWSA. The objectives were addressed as per requirement of the study by using
various techniques to obtain sufficient and relevant data. In that direction, the trainee identified
that there should be accountability and amendment of policies which should be established for
the promotion of service.

The study found out that the policies and procedures used by the company in providing were
generally fair and reasonable. The organization has application procedures on the supply of
water, distributing to the customer.

Despite the above, AUWSA ensure availability of the service to the customer without any
hesitations and avoid obstacles that can affect the provision of services.

3.2 Recommendations

3.2.1 forAUWSA

AUWSA should make service available to the customer without hesitation, charging the fair
price and affordable to the customer, increase the accountability to the customers. The
organization should increase the number of workers, offices, equipment such as, furniture in
order to increase production. They should also improve their software systems in order to avoid
complaints among them and customers, and manage time to the customer to wait for a long time
for the service.

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3.2.2 recommendation to IAA
As a student of IAA, I really appreciate the efforts of the institute to attach students with
practical training. However, the field attachment could be more successful if the following could
be implemented;-

Place of field attachment, the institute should help to find places for students to conduct their
field in the organization within departments. Thus, students should be under training departments
of a particular organization. This is because some students were not accepted by many
organizations in order to conduct their field training. But if the institute intervened by asking on
their behalf, chances are those students could be accepted.

Extending the field attachment duration, a period of eight weeks is really not enough to integrate
class theoretical part and practical knowledge. Gaining experience and knowledge on how a
person actually works demands a considerable time for a student who is soon expected to be a
specialized upon qualification. I recommend practical training time to be extended for a
considerable time.

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REFERENCES
Organization structure available at https://www.mdauwsa.co.tz

AUWSA document