ARMS Ltd has made improvements in billing frequency, calls taken and waiting times for visitors but still needs to assume a more customer-oriented role, the National Audit Office has said.
The Auditor General’s report on ARMS’ operations, a follow-up to one carried out last year, was presented to the Speaker of the House yesterday. It is a mixed bag, with other steps forward in service noted such as better management of debtors and improvement in the one-stop shop concept.
The report highlights an increase in “abandoned calls” and “sustained resistance to resort to statistical analysis of complaints”. As well as being more customer oriented, the NAO recommended ARMS review performance indicators and agree to service levels with Enemalta and Water Services Corporation.