RSC – Central

General Overview of the establishment of Additional General Manager (Central/ North-Western/ Sabaragamuwa) Office in Kandy

The Additional General Manager (Central/ North-Western/ Sabaragamuwa) Office has been established as a zonal Additional General Manager Office in February 2022. Regional Support Centers such as Central, North-Western and Sabaragamuwa comes under the zonal coverage area of Additional General Manager (Central/ North-Western/ Sabaragamuwa) Office. The scope of the establishment of this zonal Additional General Manager (Central/ North-Western/ Sabaragamuwa) Office is to develop and sustain more effective and efficient monitoring and support assistant platform to address the day to day Operational and Administrative issues of Water and Wastewater schemes/ Treatment facilities such as Operation & Maintenance, Commercial Matters, Planning & Design, Development, Construction, Rehabilitation (RH) & Non Revenue Water (NRW) matters, Major Development Projects, Electro Mechanical (M&E and Information Technology (IT) and Human Resources Management (HRM) etc of those RSCC as an intermediate entity to coordinate with National Water Supply & Drainage Board – Head Office, Ministry and other Private / Government organizations.

In other words, Additional General Manager (Central/ North-Western/ Sabaragamuwa) zone comprises of three Regional Manager Zones under Regional Support Center (Central) such as Central East, Central North & Central South to fulfill the Treated water supply service coverage in Kandy, Matale and Nuwara Eliya districts. Similarly, there are two Regional Manager Zones under Regional Support Center (North-Western) such as Kurunegala and Puttalam which serves the pipe born drinking water facility to Kurunegala and Puttalam districts. Further, Kegalle and Ratnapura Regional Manager Zones of Regional Support Center (Sabaragamuwa) are in force to fulfill the pipe born drinking water facility to Kaglle and Ratnapura districts.

In the sense of Geographical administrative point of view, overall service coverage under Additional General Manager (Central/ North-Western/ Sabaragamuwa) zone is about one third of the total Island.

As at 30th June 2023, total number of treated water supply connections were more than 600,000. This service coverage is more than 20% of the all Island National Water Supply & Drainage Board service coverage.

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It is with great pride and enthusiasm that the Regional Support Centre-Central of National Water Supply and
Drainage Board (NWSDB) announces the inauguration of its Customer Care Centers in the Central Province.
These state-of-the-art facilities are located at Getambe and Katugastota were officially opened on July 25
and 23 August 2024 respectively marking a significant milestone in NWSDB’s mission to enhance customer
service and satisfaction.
The establishment of these Customer Care Centers were made possible through the vision and leadership of
the NWSDB’s General Manager and the Addl. GM (C/NW/Sab), who spearheaded the Business Center
concept. Special thanks are also extended to the DGM (Central Region) for providing the motivation and
resources needed to make this initiative a reality. The AGM (O&M) played a crucial role by offering
continuous guidance and support throughout the implementation process.
Both the Customer Care Centers are equipped with modern technology, including Smart Boards and a
multilingual support system, ensuring that customer inquiries are addressed promptly and accurately. This
facility will serve as a key hub for resolving customer grievances, improving service delivery, and fostering
stronger relationships between NWSDB and its valued customers.

 One of the primary goals of these new centers is to streamline the customer experience. with designated
zones for different services, customers can receive tailored assistance, minimizing waiting times and
reducing the chances of errors. The center is also designed to be welcoming and comfortable, offering
modern amenities such as digital displays, drinking water facilities, and a real-time feedback system that will
allow for continuous improvement of services.

NWSDB remains committed to providing top-quality services to its customers, and the opening of this new
Customer Care Centers reflect the Board’s ongoing efforts to meet the needs of the community effectively.
As the centers become fully operational, it promises to set a new benchmark for customer service
excellence, reinforcing NWSDB’s dedication to public service and customer satisfaction.