Bahir Dar, Ethiopia – In a major step towards modernising urban water services, the Bahir Dar Water Supply and Sewerage Service is undertaking a full-scale digital transformation to enhance operations and boost efficiency. Customers are already seeing the benefits through more accurate billing, faster service and a reduction in complaints.
The utility has long faced challenges due to discrepancies between recorded customer data and actual service conditions. These gaps often led to billing errors, revenue losses and customer complaints.
With support from international partners, the utility has launched a comprehensive door-to-door survey using mWater, a digital data management platform widely applied in the water and sanitation sector. The European Union-funded initiative, implemented with Helsinki Region Environmental Services (HSY), Finland, and VEI Dutch Water Operators, Netherlands, aims to ensure accurate customer information and optimise service delivery.
“One of the plans we had on the list was to improve customer relations in our utility,” said Solomon Waltenigus, Project Coordinator for the WOP. “So, we had to make a gap assessment across the entire business process – from meta reading over billing to revenue collection.”
Digital tools streamline data accuracy
The adoption of mWater has been a turning point. The platform allows the utility to collect, analyse and securely store customer information on cloud-based servers, while enabling real-time monitoring and visualisation of survey data.
To ensure the survey’s success, the utility invested in intensive capacity-building. Field surveyors were trained to capture accurate customer information, while administrative staff were equipped to manage the database and synchronise records in real time. Mobile devices and a dedicated server were procured to support the process, ensuring that data flows seamlessly from the field to the central system.
So far, the team has surveyed more than 53,000 customer connections, with data collection ongoing and quality assurance at the core of the process.
Sustaining reliable services
Despite advances in digitalization, maintaining up-to-date records remains a priority. “If a new customer is connected today, we must update the database today,” said Solomon, underscoring the importance of discipline and timely data entry.
Even as the digital tools transform operations, the utility’s primary focus remains on uninterrupted supply. “Reliable water comes first – technology helps us deliver on that promise,” said Solomon. “People aren’t worried about paying their bills – it’s knowing that water is always available when they need it.”
The Bahir Dar utility’s transformation, supported by the Global Water Operators’ Partnership Alliance, highlights the role of technology in enhancing water services. With continued investment in data management, capacity-building and digital tools, the partnership team of HSY, VEI and Bahir Dar utility aims to build a fully digital utility that prioritises efficiency, sustainability and customer satisfaction.
