Water Services Trust Fund Financial Support for Improved Access to Water and Sanitation

1. Water Services Trust FundFinancial Support for Improved Access to Water and Sanitation Operation of WSTF-Funded Projects Toolkits for Urban Water Supply & Sanitation Projects

2. A)Planning a water supply project and its impact upon operation & sustainability Proposal preparation (project planning) Project implementation Project operation Project evaluation Overview UPC

3. A) Planning a water supply project and its impact upon operation & sustainability What are the main objectives we want to achieve with our pro-poor water supply and sanitation projects? 1. Social objectives 2. Public health objectives 3. Financial & commercial objectives 4. Technical objectives (choice of technology & maintenance & repair) 5. Environmental objectives 6. Sector objectives • Image objective • Only proper planning results in sustainable operation!! • Good planning requires considering all objectives Overview UPC

4. A) Planning a water supply project and its impact upon operation & sustainability (continued) How to get it wrong? Racecourse Water Project in Kitwe, Zambia Causes of failure: • Project guides by its social & public health objectives only (1/250) • Neglect of the current water supply situation and of the decisions people make with reward to water & budget • Neglect of commercial objectives and interests of Kiosk Operators • Neglect of kiosk design (to control costs) Overview UPC

5. A) Planning a water supply project and its impact upon operation & sustainability How to get it wrong? Racecourse in Kitwe, Zambia Overview UPC

6. A) Planning a water supply project and its impact upon operation & sustainability How to get it wrong? Racecourse in Kitwe, Zambia Overview UPC

7. A) Planning a water supply project and its impact upon operation & sustainability So what happened to the project? • Few customers at each kiosk • Consumption levels (litres/person/day) are low (2-3 litres) • Operator incomes are low • Operators are not motivated to be at the kiosk & to pay their water bill • Kiosks are abandoned & closed • Revenue & collection efficiency is low but maintenance costs are relatively high • Water bills are not paid & no longer prepared • WSP is not motivated to carry out all required maintenance & repair works (the scheme is perceived as not viable) • Gradual neglect of the scheme • Dilapidated scheme & poor water supply Overview UPC

8. B)Operating Schemes in Low-Income Urban Areas: Having the right mindset and creating a real presence What often happens after commissioning and the festive inauguration (especially if project planning was done poorly)? Example: Kosovo Village, Mathare, Nairobi What was the project all about? • Complicated area • Many illegal connections • Semi cartels • NCWSC/Pamoja/WSTF • Successful implementation Overview UPC

9. B)Operating Schemes in Low-Income Urban Areas: Having the right mindset and creating a real presence (continued) What is the key problem? The WSP did not establish a real presence in the area: • The scheme is not monitored • Maintenance and repair works are not carried out • Customers receive no bills or estimated bills • Customer complaints are not addressed • Local committees that are supposed to work with the WSP are ignored Overview UPC

10. B)Operating Schemes in Low-Income Urban Areas: Having the right mindset and creating a real presence What are the consequences? • Kiosks become dirty • Meters are not read • Bills are not prepared or residents receive the wrong bills • Illegal connections gradually reappear • People prefer to get/buy (cheaper) water from an illegal connection • Fewer people come to the kiosks • Kiosks are often closed • Pipes and kiosks are vandalised • Customers do not know how to enquire or file complaints • The scheme is seen as not viable Overview UPC

11. B)Operating Schemes in Low-Income Urban Areas: Having the right mindset and creating a real presence What is the solution? 1. Developing a new mindset: • Seeing slums as a business opportunity • Providing better services in slums reduces out UfW (non-revenue water) • Treating slum dwellers as normal customers Overview UPC

12. B)Operating Schemes in Low-Income Urban Areas: Having the right mindset and creating a real presence • Adopting improved operation procedures and practices: • Creating a small team (existing staff members) offering services in slums • Decentralized operation • More efficient use of staff (Plumbers in Webuye) • Creating a small local office (Mathare Nairobi) • Implementing a customer care concept • Close monitoring of the scheme • Carrying out the necessary O&M works • Prepare bill based on real meter readings • Experiment with pre-paid meters (Nakuru) Overview UPC

13. B)Operating Schemes in Low-Income Urban Areas: Having the right mindset and creating a real presence Improved operation procedures and practices: • More efficient use of staff (Plumbers in Webuye) Overview UPC

14. B)Operating Schemes in Low-Income Urban Areas: Having the right mindset and creating a real presence Moving beyond project implementation: • Should a WSTF-funded project end with its inauguration? Remember: We aim to provide sustainable access to safe water & sanitation!! • The WSTF is developing tools that can be used to assess the performance (and sustainability) of commissioned the funded projects • This tool, which will be included in the toolkits, should be used by the Field Monitors and by the WSTF….. but can also be used by the WSPs Overview UPC

15. Community-management: a solution? • If their water supply projects in slums flop many WSP and donors conclude that pro-poor water supply & sanitation are to be left to the NGOs and the community • The principle; why should I, being a slum dweller, be made dependent upon the ability of my fellow slum dwellers to operate a water supply scheme? Why am I not entitled to receiving services from the licensed provider? Am I different? Not a real Kenyan? • The Sector Reforms • Romanticizing the community and the creation of cartels Overview UPC

16. Thank You! Overview UPC