A concrete improvement plan brings dividends to small water suppliers

Photograph of a woman outsideTindinyo Water Scheme which serves rough 7,800 people is growing from strength to strength courtesy of the Performance Improvement Plan (PIP) which has been their roadmap. Happy customers mean more revenue for the Scheme. The hilly and rocky village of Tindinyo in the border of Kakamega and Nandi County sits Tindinyo Water Supply Scheme. It was started in the year 2010 built by the Lake Victoria North Services Board and is under the management of the Kakamega County Water and Sanitation Company (KACWASCO).

The Scheme’s Manager Valentine narrates the state of affairs at Tindinyo Water before and after KIWASH’s intervention. “We experienced numerous challenges as a Scheme before KIWASH’s support came our way. Uncollected debts, high non-revenue water (NRW), staff indiscipline cases and lack of consolidated customer data were crippling our operations,” says Valentine. In 2018, KIWASH supported the Scheme to develop a PIP to guide them on among other things; improved ways of revenue collection, reduction of NRW, improving customer relations and general efficiency within the water scheme.

“The initiative to develop the PIP has been one of the best support we have received from KIWASH. Our revenue has increased from a monthly average of KES 150,000 to KES 350,000,” Valentines says. The Scheme has since adopted the use of different chemicals for water treatment which also happen to support the growth of alga. They harvest this as sludge and plan to start selling it to farmers as manure; as part of their extra income generating activity.  

“Any new connection now has to be accompanied by a meter. We have scraped off flat rates and this has greatly boosted our revenue. As a result, our metering ratio has increased from 80 percent to 97 percent,” Valentines. Guided by the PIP, the Scheme has also introduced cashless payments and smart meter reading. “Our staff no longer handle cash which has helped curb corruption cases. The smart meter reading has also helped eliminate instances where meter readers would never do the actual reading but shared estimates.” He says.

That is why we have also introduced a customer care number which they use for complains, enquiries and even reporting bursts, leaks and other cases. As a result, our NRW has reduced from 50 percent to 38 percent. Our response time to customer complains has also reduced to less than 24 hours.” Valentines concludes.

Be the first to comment

Please check your e-mail for a link to activate your account.

Kiwash Blog

Waster water photo
For ten years, Caroline, a kale ‘sukuma wiki’ vendor in one of Nairobi’s busiest markets has been receiving healthy-looking kale from her supplier. However Caroline...
Since 2016, funding from USAID through the Kenya Integrated Water Sanitation and Hygiene (KIWASH) Project has enabled 231 small and medium water projects to tackle...
Officials from Boya Water Project interacting with a water consumer served through a water kiosk
Along the Kisumu-Nairobi highway is the town of Ahero, where two enormous steel water tanks stand side by side by the road. The tanks bear...

Subscribe to our Newsletter

Contact Us

Mobile: +254 790 999 072
Mobile: +254 780 999 070
Email: [email protected]

Address: UN Crescent, Gigiri
P.O Box 1863 - 00621
Nairobi, Kenya

The Kenya Integrated Water, Sanitation, and Hygiene Project (KIWASH) - Nairobi, Kenya - [email protected]. This website is made possible by the support of the American People through the United States Agency for International Development (USAID.) The information provided on this Web site is not official U.S. Government information and does not represent the views or positions of the U.S. Agency for International Development or the U.S. Government. For more information review our Privacy Policy and Disclaimer. This website contains cookies like quantcast and chartbeat. They allow NationBuilder to monitor user activity in order to make improvements to the website. Involuntary personal information is not gathered or shared. Users can disable these cookies to prevent tracking user activity.