The early years of the National Water and Sewerage Corporation (NWSC) were far from smooth. Grappling with financial strain, low network coverage, an aging infrastructure, and the pressures of rapid urbanization, the corporation struggled to keep pace with Uganda’s growing demand for water and sanitation services. Frequent water shortages, inadequate sanitation facilities, and widespread customer dissatisfaction seemed to characterize the daily operations of the utility.
But NWSC’s leadership quickly recognized the urgency of turning things around. What followed was a well-calculated transformation that combined innovative solutions with strategic management. The NWSC began to overhaul not just its operations but also its approach to customer service, finances, and infrastructure development. The organization’s commitment to change laid the groundwork for the significant improvements that were to come.
Financial stability became a basis of the NWSC’s recovery. The corporation tightened its financial management, focusing on improving revenue collection and forging key partnerships to fund necessary projects. This prudent approach unlocked much-needed resources for infrastructure upgrades. For instance, aging water pipelines and treatment plants were rehabilitated, while new technology was deployed to modernize operations.
One of the standout initiatives was the introduction of prepaid water meters, which allowed customers to monitor their consumption while helping NWSC reduce non-revenue water losses. These upgrades also ensured that the supply of water was more consistent, a long-standing issue that had once plagued the corporation.
As Uganda’s cities expanded, the NWSC grew with them. Proactive urban planning ensured that even newly developed areas, often left behind in service delivery, received access to clean water and improved sanitation. This foresight helped extend the corporation’s reach, making sure that no region was overlooked in its service mandate.
But it wasn’t just about fixing pipes and treatment plants. The NWSC adopted a customer-first philosophy, a stark departure from its earlier approach. This shift saw the launch of a 24/7 customer call center, along with an array of convenient services like online bill payments and efficient complaint resolution. For the first time, customer satisfaction was placed at the heart of operations.
The impact of these efforts was both immediate and far-reaching as millions of Ugandans gained reliable access to clean and safe water, drastically reducing cases of waterborne diseases and boosting public health. Expanded sanitation services brought cleaner living environments, and the focus on environmental sustainability ensured that these advances were achieved with future generations in mind.
As reliable water and sanitation services became the norm, they also laid the groundwork for economic growth, and investments followed as industries could now depend on consistent water supply, creating jobs and supporting the overall socio-economic development of the country.
Today, NWSC is a shining example of what can be achieved with determination and clear vision. Its journey from near-collapse to becoming one of Africa’s most respected water and waste water management utilities is a source of national pride and a powerful case study for other utilities across the African continent.
