Dhaka WASA, Bangladesh
The utility's Turnaround programme is about institutional reform for capacity building, transparency accountability at the chain of command, mind-set of change, as well as cost-effective management and customer service excellence. The utility increased water production, started a new call centre for centralised customer interfacing, as well as implemented a real time online billing system networking in Bangladesh and abroad to improve collections. Increasing community-based access in informal settlements led to a reduction of non-revenue water. For the utility, economic savings from the reduction in stolen water outweighed the cost of providing tariff-free water to the informal settlements.
Guma Valley Water Company, Sierra Leone
Once an ailing utility, GVWC recently leapt to the forefront of utility success stories. Three objectives were prioritised to start the utility’s transformation: reducing non-revenue water, improving revenue collections, and improving the ‘appalling’ image of the utility. GVWC successfully resurrected stakeholder interest from investors, donors, suppliers, customers, staff and peers. The GVWC is now a more attractive investment and the story proves that business re-engineering models that are currently being advocated in other sectors can be very successfully adapted to the public water sector for improved service delivery. It is a model of a successful business turn-around; not only in Sierra Leone; but in the West African region.
Aguas de Saltillo, Mexico
The transformation originally began in 2001, when the situation was dismal: Supply sources were over exploited, NRW was 55% and infrastructure and technological facilities were considered next to useless due to poor maintenance and low investment. Only 10% of the population had daily water service. Aguas de Saltillo then turned a corner. Increased efficiency measures, repaired distribution system, and collaborations with private utility partners internationally have increased the utility’s performance through solution-sharing and given it resiliency against other shifting factors typical of growing urban cities.
Bauchi State Water Board, Nigeria
Bauchi State Water Board has an inspiring story to share with the sector. Under the leadership of Engineer Aminu Aliyu Gital, Bauchi State Water Board is creating a better story for water in Nigeria. Focusing on a participatory approach to water sector reform, the community has come together to support the utility transformation. The utility is well on its way to achieving several Millennium Development Goals by improving access to clean safe water to its customers.