WOP: Plateau State Water Board, Nairobi City Water and Sewerage Company Ltd

WOP: Plateau State Water Board, Nairobi City Water and Sewerage Company Ltd

OmarOmar   August 11, 2014  

wop africaPlateau State Water Board (PSWB) is one of the Key implemention Agencies of Plateau State Ministry of Water Resources and Energy (MWR&E)


February 01, 2014 - August 06, 2015
Was the code of conduct followed?
Yes link
Did the operators sign a formal partnership agreement?
WOPs facilitator



    Type of support
    • Advice
    • Expertise

Other supporting organizations
-UN Habitat


  • Billing and revenue collection
  • Non Revenue Water (NRW) management

Advice on Commercial and Customer Care, leak detection and technical losses. It is also aimed at promoting knowledge and experience sharing between the operators. And implementation of a Performance Improvement Plan.


What types of activities were carried out to help develop operator capacity?
  • Joint planning or work
  • Site visits

Describe WOPs activities
A comprehensive six months (April 2014 to September 2014) strategic plan (PIP) was developed for PSWB indicating where to start work, by what time /date and who is responsible; to address the utility management issues in the priority areas of;
-Diagnostic visit by NWSC team to PSWB (March 2014)
-Technical Management of the existing infrastructure in order to improve water production, supply, and reduce NRW.
-Commercial operations through prudent operations, customer focus, and market oriented services and sustained efforts to reduce NRW.
-Financial sustainability through improved billings, improved revenue collection, and a cost effective supply chain
-Training of PSWB personnel in priority areas of water operations


Describe the overall results
-Reducing NRW from 60% to 59%
-Volume of water produced has improved from 1,444,561m3 to 1,615,907m3
-Volume of water sold has increased from 577,825 to 687,129
-Active Accounts have improved from 23,193 to 23,584
-Disconnected accounts reduced from 2276 to 2176
-Time taken to attend to customer complaints has reduced from 12 hours to 07 hours
-Establishing systems for generating more factual and accurate water balances and audits (Water balance developed)
-Formulating and rolling out a more comprehensive and sustainable NRW Reduction Programme.
-Monthly billing has increased from Naira 41.8 million to Naira 43.0 million
-Increase the monthly Revenue Collections from Naira 8.95 million (as of March 2014) to Naira 55.1 million (now collection is 10.2million (as of June 2014).
-Strengthening of the Customer complaints tracking systems and customer feedback mechanism (A customer care unit now in place: use of facebook, SMS social media as well as the ‘water for life’ radio programme in place).
-Introducing a staff performance-based incentive mechanisms.