摘要: The Energy Regulatory Commission (ERC) established the Consumer Welfare Development (CWD) Program in June 2005, a project geared towards improving the customer service skills of the Philippine distribution sector in line with the ... 展开 The Energy Regulatory Commission (ERC) established the Consumer Welfare Development (CWD) Program in June 2005, a project geared towards improving the customer service skills of the Philippine distribution sector in line with the mandate of the Electric Power Industry Reform Act (EPIRA). Through the assistance of the USAIDs Energy & Clean Air Project (ECAP), three (3) regional basic customer service trainings were conducted from July to August 2005 for Consumer Welfare Desk Officers (CWDOs) from select electric cooperatives (ECs) and private- utilities (DUs). From the three (3) batches, fifteen (15) outstanding participants were selected to undergo an advanced training program entitled TEACH (Teaching Experts and Advocates for Change) held last August 17-19, 2005. By virtue of graduation from the program, the candidates were given accreditation by the ERC as official CWD trainors. In line with the implementation of the CWD, the accredited trainors will be dispatched to conduct training workshops from March to May 2006 for the remaining CWDOs required to undergo a training on Basic Customer Service Skills. While the CWD trainors are required to organize and manage these workshops, they lack the project management skills to operationalize this task. An action planning workshop was necessary to address these concerns and to establish the support mechanism that the ERC and ECAP will jointly provide to ensure the completion of the objective by June 2006. This activity incorporates a CWD program review and refresher course, systems and processes assessment workshop, and strategic planning workshop. 收起