1. Water Services Trust Fund Financial Support for Improved Access to Water and Sanitation FROM INFRASTRUCTURE TO SERVICES: Importance of WSPs’ Presence in Low Income Urban Areas Presentation made to the NCWSC by Sheillah Karimi (Socio-economist- UPC/WSTF) 1

2. What happens after project completion? 1.Many WSPs pull out of the project (WSP becomes absent) 2.Re-emergence of illegal connections 3. Leakages due to lack of maintenance 4. Gradual dilapidation of the infrastructure 5. No customer care 6. Residents lose sense of ownership & feeling of being a customer 7. No meter reading and paying of bills 8. No revenue earned by WSP 9. No motivation at WSP level In other words: Back to square 1! 2

3. Big Q? Why the WSTF insists on the WSP developing a strong and lasting presence in their low income urban areas? 3

4. Importance of WSP’s presence Provide operation & maintenance of the completed facilities Quality of water is guaranteed reducing water borne diseases Supervision of kiosk operators to ensure cleanliness and compliance to the contract Improved & efficient customer care services Identify and disconnect illegal connections Increase the revenue base of the WSP And… residents of the low income areas are entitled to the same services the Company provides to its other customers!!! Water is a human right! 4

5. Importance of WSP’s presence Increased customer focus leading to higher customer satisfaction levels Lowers UfW leading to higher revenue collection Hence higher WSP motivation Residents, WSP and WSTF are all happy >> 5

6. Importance of WSP’s presence Studies carried out in Mathare recently show: Water quality is good (45 tests analysed by 2 independent laboratories) Customers appreciate the improved service and are willing & able to pay for it But: the NCWSC is not present on the ground However: the MD & the Regional Office are working to ensure that Mathare remains a success! 6

7. Delegated Management Model Risk factors: Quality control of the distribution network Prevention of vandalism Loss of water MOs may not have the capacity to extend the network (they may invest revenue in other ventures) Mos may refuse to give individual (yard) connections (monopoly) Creation of cartels (Zambian experience on the Copperbelt) 7

8. Delegated Management Model And…… Why should a family living in a low income area depend on the services provides by local groups or entrepreneurs? Why cant that family receive high quality services directly from their professional service provider? 8

9. Thank You From illegal connections, water wastage and poor service to..>> Providing our low income areas with a good product and our professional service! 9