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

Water Services Trust Fund Financial Support for Improved Access to Water and Sanitation . Planning & Presence Operation of w ater supply schemes for the urban poor What makes them unsustainable? What goes wrong? How to improve? Mombasa, 10-10-2012 Han S eur (GIZ Advisor WSTF).

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

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  1. Water Services Trust FundFinancial Support for Improved Access to Water and Sanitation Planning & Presence Operation of water supply schemes for the urban poor What makes them unsustainable? What goes wrong? How to improve? Mombasa, 10-10-2012 Han Seur (GIZ Advisor WSTF)

  2. A)Impact of poor project planningon operation& sustainability Planning & Presence

  3. A)Impact of poor project planningon operation & sustainability What are the main objectives we want to achieve with our pro-poor water supply and sanitation projects? 1. Social & public health objectives 2. Financial & commercial 3. Technical (choice of technology & maintenance & repair) 4. Environmental 5. Sector (regulator) 6. Image objective Only proper planning results in sustainable operation!! Good planning requires considering allobjectives Planning & Presence

  4. A)Impact of poor project planningon operation & sustainability How to get it wrong? Racecourse Water Project in Kitwe, Zambia Causes of failure: • No collection of data • Project only guided by social & public health objectives (1/250) • Neglect of the current water supply situation • No respect for the decisions households make • Neglect of the interests of Kiosk Operators • Neglect of kiosk design (to control costs) Planning & Presence

  5. A)Impact of poor project planningon operation & sustainability How to get it wrong? Racecourse in Kitwe, Zambia Planning & Presence

  6. A)Impact of poor project planningon operation & sustainability How to get it wrong? Racecourse in Kitwe, Zambia Planning & Presence

  7. A)Impact of poor project planningon operation & sustainability So what happened to the project? • Few customers at each kiosk • Low consumption levels (2-3 l/c/d) • Low Operator incomes • Operators not motivated to work at kiosk and to pay their water bill • Kiosks are abandoned or closed • Low revenue , low collection efficiency & high maintenance costs • Water bills are not paid & no longer prepared • WSP is not motivated to carry out all required O&M works • Gradual neglect of the scheme (perceived as not viable) • Dilapidated infrastructure & poor water supply Planning & Presence

  8. B) Operating Schemes in Low-Income Urban Areas: Getting the right mindset & creating a real presence What often happens after a festive project inauguration? Example: Kosovo Village, Mathare, Nairobi • “Complicated area” • Many illegal connections • Semi cartels, violence, crime • NCWSC/Pamoja/WSTF • Successful implementation Planning & Presence

  9. Planning & Presence

  10. B)Operating Schemes in Low-Income Urban Areas: Getting the right mindset & creating a real presence What were the key problems? Initially NCWSC did not establish a real presence in the area: • Scheme was not monitored • Maintenance and repair works were not carried out • Customers received no bills or estimated bills • Customer complaints were not addressed • Local water committees (created to work with NCWSC) were ignored • Poor internal (NCWSC) communication Planning & Presence

  11. B) Operating Schemes in Low-Income Urban Areas: Getting the right mindset & creating a real presence Impact of WSP’s absence? • Kiosks became dirty • Meters were not read • Bills were not prepared or residents receive the wrong bills • Illegal connections gradually reappeared • People prefer to get/buy (cheaper) water from an illegal connection • Fewer people came to the kiosks • Kiosks were often closed • Pipes and kiosks were vandalised and not repaired • Customers did not know how to enquire or file complaints • No revenue; The scheme was seen as not being viable Planning & Presence

  12. B) Operating Schemes in Low-Income Urban Areas: Getting the right mindset & creating a real presence What is the solution? 1. Developing a new mindset: • See slums as a business opportunity • Provide better services in slums reduces non-revenue water • Treat slum dwellers as customers entitled to the same services Customers who want to pay! Planning & Presence

  13. B) Operating Schemes in Low-Income Urban Areas: Having the right mindset and creating a real presence • Adopting improved operation procedures and practices: • Create a small team (existing staff members) offering services in slums • Decentralise operation • More efficient use of staff (Plumbers in ??) • Establish a small local office (Mathare Nairobi) • Implement a customer care concept • Close monitoring of the scheme & supervision of Operators • Carry out necessary O&M works and disconnections • Prepare bills based on real meter readings • Experiment with pre-paid meters (Nakuru) Planning & Presence

  14. 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) Planning & Presence

  15. A)Impact of poor project planningon operation & sustainability Functionality of WSTF-funded urban infrastructure Planning & Presence

  16. B) Operating Schemes in Low-Income Urban Areas: Getting the right mindset & creating a real presence Moving beyond project implementation: Support provided by the WSTF • Tools that can improve project planning (Toolkit) • MajiData • Field appraisals carried out by the WSTF/UPC team • Support provided by the Field Monitors (site selection, adapting scope) • Support to the low income area units of the WSPs!! The WSTF aims to enable licensed Water Service providers to extend their services to the urban low income areas Planning & Presence

  17. Community- or Delegated Management: The solution? • If their WSS schemes in slums flop many WSP and donors conclude that pro-poor water supply & sanitation are to be left to the NGOs or the community (disengagement) The principle; Why should I, being a slum dweller, be made dependent on the ability of my fellow slum dwellers or local entrepreneurs to operate a water supply scheme? Why am I not entitled to receiving services from my licensed provider? Am I different? • Romanticizing the community & creation of cartels • Question: Why should WSPs not deliver WSS & customer care services directly to all its customers? Planning & Presence

  18. Thank You! Planning & Presence

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