Status:
Complete
Location:
Jos - Nigeria
Region:
Africa
Total cost:
USD $0
Duration:
1 year 6 months
Start:
31 January 2014
End:
05 August 2015
Working Areas
Billing & Collection Efficiency
Non-Revenue Water (NRW 1): Commercial Losses Management
Organizations Involved
Plateau State Water Board — Lead Mentee
Nairobi City Water and Sewerage Company — Lead Mentor
International Water Association (IWA)
Supporting Org
Water Operators Partnerships - WOP-AFRICA
Broker
Association Africaine de l'Eau
Techical Support
SDGs
6.4Increased water-use efficiency and sustainable withdrawals and supply of freshwater
Project description

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



Objectives



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.


Most significant 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.