1. Reaching the urban poor: Supporting utilities to engage communities in service extension Timeyin Uwejamomere WaterAid WBI Course on Designing & Implementing Successful Utility Reform in Water & Sanitation Thursday, 26 January, 2012 Reiz Continental Hotel, Abuja

2. Content Introduction Module 1: Improving utilities’ market share of services to low income customers Module 2: Strengthening the engagement of community groups and NGOs in utility reforms and service improvements Next steps

3. Introduction Situation of the urban poor Un/ poorly served Paying more for less Desperate to obtain better services and persuadable to work in partnership with water utility Dilemma of utilities Willingness to pay Targeted services

4. Module 1: Improving market share of services to low income customers What are the main barriers that prevent / hinder your utility from providing universal service? What skills are required to expand services to the urban poor in your city? What skills does your utility already possess and which additional skills are required? How can you obtain these? What financial and engineering resources are required to serve the poor and what are available? How can the gap be met?

5. Conceptual framework – Research Analysis Capacity, Autonomy, and Accountability of Service Providers & Provide Incentives to Serve the Poor Adopt Appropriate Financial Policies Overcome Physical and Technical Barriers Give the Poor a Voice Neutralize Vested Interests Eliminate Administrative and Legal Barriers

6. 6 ACTION AREA 1 – Building utility capacity to serve the poor Action areaCommon obstacles Strengthen Capacity, Autonomy, and Accountability of Service Providers & Provide Incentives to Serve the Poor  Public service providers sometimes lack the autonomy, financial and human resources, and incentives to provide services to the urban poor.  Municipalities and utilities are not held accountable for the provision of satisfactory water supply and sanitation services.  Utilities have a tense relationship with poor consumers  The services provided by SSIPs are not recognized, encouraged, and regulated. [1] [1] Small Private Service Providers

7. 1. Know your (potential) customers What do you know about the poor un-served in your town? Where do they live? Where do they work? How do they access water and sanitation? How much do they pay for these services now? How many people live in informal settlements? What are their income-earning activities, within the informal settlement that require water? What are the household income levels? What improvements have highest priority? Lower prices? Better services – in terms of availability, hours of service, waiting time, water quality? How do the poor prefer to buy water and pay for water services? Case study: Mapping slums in Kathmandu, Nepal Page - 10

8. 1. Know your (potential) customers Service providers’ obligations and accountabilities Utility autonomy and incentives to serve the poor What incentives would be sufficiently powerful to encourage you and your colleagues to make expanding services to the urban poor in your city a priority? How much water would each of these new customers have to buy to cover these incentive costs? How does government interference impact on your decisions? What can management or the utility’s board do to resolve the challenge? Building Better customer relations Case study: Zambia’s regulatory system incentivizes pr- poor service Page – 13 Case study: Durban City customer orientation programme Page - 14

9. 9 ACTION AREA 2 – Financial reforms Action areaCommon obstacles Adopt Appropriate Financial Policies  Tariffs do not cover the full cost of efficient services.  Poor households find it difficult to pay upfront connection fees.  Poor households find it difficult to pay monthly bills.  Increasing block tariffs penalizes households that share a single connection.  Small-scale service providers lack adequate finance to extend networks into peri-urban informal settlements and small towns  Many subsidized tariffs benefit non-poor households who have connections  Shared / public latrines have inadequate revenue to pay for maintenance, water supply and cleaning [1] [1] Small Private Service Providers

10. 2. Tariffs & Subsidies

11. 3. Pro-poor policies to accelerate access for poor communities Tariffs and subsidies that work for the poor Connection and consumption subsidies Case study: Phnom Penh WSA’s ‘Water for the poor’ programme Page – 19 4. Flexible financial products for people in low income areas Flexible payment – weekly, daily, phone SMS, pre-paid meters Case study: Pre-paid meters in Kampala Page – 20

12. Pre-paid meters Problems: 1. public stand post customers paying x5 price per litre of HHs with connection; 2. PSP vendors were not paying their water bills - arrears & subsequent disconnection Pre-Paid Metering System How does it work? - works like prepay mobile phone systems Points of sale of water credit established within informal settlements Advantages: 1. Eliminates the middle man, 2. Allows low income customers to access water from public stand posts at the official NWSC tariff. 3. Water is available 24/7 unlike previously where customers were dependent on vendors. 4. Reduces NWSC operational costs: no monthly meter readings; no printing and deliver water bills; no longer requires the services of debt collectors.

13. 13 ACTION AREA 3 – Overcoming physical & technical barriers Action areaCommon obstacles Overcome Physical and Technical Barriers  The overexploitation and degradation of water resources affect the poor disproportionately.  Physical and technical challenges and the high investment cost of conventional technologies make extending formal piped water supply and sewerage networks into informal and unplanned settlements more difficult  Utilities and municipalities are reluctant to use alternative technologies [1] [1] Small Private Service Providers

14. 5. Establishment of targeted implementation strategy Interim solutions: should be considered if only as an immediate and transitional solution: Bulk water supplies to community perimeters and above ground / shallow trench pipes to households or water points Public tap-stands and kiosks Rain-water harvesting On-site latrines; Community latrines Pit and septic tank emptying by smaller equipment than vacuum trucks; Small bore sewers and the use of condominial layouts Delegated management to third parties e.g. private vendors or community organizations Resolving legal barriers to serving the poor Case study: DSK as pro-poor mediator Page – 25 Case study: Kiosk Management Unit in Malawi Page – 24

15. Module 2: Strengthening the engagement of community groups & NGOs From adversaries to partners Slum residents need the water utility for better, lower-cost services & lives that are less water and sanitation stressed The poor can be commercially viable customers; The water utility needs poor consumers for economies of scale; To mobilise support for increased resources To address political pressures; To deliver on its implicit / explicit obligations

16. 16 ACTION AREA 4 – Give the poor a voice Action areaCommon obstacles Give the Poor a Voice  The voice of the poor too often is not heard  Misperceptions about the poor persist among public service providers, politicians and others  Gender inequality – the limited political and personal power of women restrict their influence over decisions and priorities – especially for improved sanitation [1] [1] Small Private Service Providers

17. Formal mechanisms for feedback – Listening to the poor Case study: Phnom Penh WSA: Before & After Page – 28 Case study: Citizens report card & dialogue in Kenya Page – 29 Case study: Consumer vice in utilities board in Zambia, Ghana, Senegal Page – 30 Case study: Listening to the utility’s labour union in Ghana reform Page – 36

18. Pro-poor Regulation Providers have to offer sufficient adequate outlets Kiosk – commercialized public stand posts Defining service area in the license/ jurisdiction of local authority Extending service delivery into low income areas is integral part of investment plan from providers Provider remains responsible for quality and tariffs of other players (NGO, communities) within licensed area

19. Customer Involvement in Regulation Trained Volunteer Watch Dogs on the ground Improved: -Customer Complaints Handling -Quality of Service delivery -Improved Responsiveness of Providers Monitor quality of Service Standards Deal with unresolved Consumer complaints Integral Part of Tariff Review Feedback on Policy Implementation

20. 20 ACTION AREA 5 – Neutralise vested interests – working with CSOs Action areaCommon obstacles Neutralize Vested Interests  Water vendors,  organized crime,  public officials, and  utility staff [1] [1] Small Private Service Providers

21. Neutralise vested interest – Working with CSOs Case study: Group water meters in Manila, Philippines Page – 31 Vested interests that block services in your town Are there vested interests that benefit from the existing services to the slums? What complaints do residents and CSOs make about these vested interests? What ideas do CSOs have about how these might be neutralized?

22. 22 ACTION AREA 6 – Eliminate administrative & legal barriers Action areaCommon obstacles Eliminate Administrative and Legal Barriers  Land ownership and tenure issues often create barriers to the provision of services to the poor.  The poor may be unaware of administrative and legal requirements, or find it difficult to understand and comply with them

23. Eliminate administrative & legal barriers Case study: Negotiated services for slum dwellers in Dhaka, Bangladesh Page – 32 Admin & legal barriers in your town What do residents perceive to be the legal and administrative process for accessing utility services? How do these perceptions match the process as understood by the utility? How can these be simplified and reduced in cost? Is there a need for a special utility unit to work with an NGO or local organizations to provide services to help low-income consumers and manage the process of household connections / public tap stands?

24. Summary of Next Steps Assign a team Task Force, Special Unit, LICSU to target potential customers Mapping People, Places, Politics, Products Meet & dialogue Convene community wide meetings Share constraints People will understand & work with you Prepare costed & options Quick-wins, Long-term Mobilise resources Help & support abound – community, government, SSIPs, banks – local or international Diagnose, address & resolve Always improving

25. Water for Cities – A Manifesto – Contact: Timeyin Uwejamomere, Senior Policy Analyst (Urban), WaterAid Email: timeyinuweja@wateraid.org www.wateraid.org Timeyin Uwejamomere, Senior Policy Analyst (Urban), WaterAid Email: timeyinuweja@wateraid.org Timeyin Uwejamomere, Senior Policy Analyst (Urban), WaterAid Email: timeyinuweja@wateraid.org Timeyin Uwejamomere, Senior Policy Analyst (Urban), WaterAid Email: timeyinuweja@wateraid.org