NWSC’S URBAN PRO-POOR BRANCH DELIVERS GAINS IN WATER ACCESS, REVENUE GROWTH, AND COMMUNITY TRUST

For years, many residents in the greater Kampala Metro’s informal settlements struggled to access clean and affordable water. In some areas, vendors charged as much as UGX 500 per jerrican, forcing families into difficult financial decisions. Nevertheless, targeted interventions by the National Water and Sewerage Corporation’s Urban Pro-Poor (UPP) Branch, have changed the narrative.

Leveraging the Lake Victoria Water and Sanitation (LV-WATSAN) Package 5B Project and strategic partnerships, the UPP Branch has increased efforts to improve access, reduce exploitation, and strengthen revenue performance, particularly through the introduction of the SUSTEQ prepaid water meter system, launched in July 2024. The technology offers a transparent, affordable, and digital-first model for water access, enabling customers to buy tokens via mobile money, with each token dispensing 20 litres at just UGX 25 per jerrican. This price has significantly lowered the cost of water for low-income households, eliminating the exploitation that came with relying on private water vendors.

To date, 1,272 prepaid hubs have so far been installed, with 19,083 tokens registered and 18,586 customers actively on-boarded. Distribution of these hubs has spanned Kawempe, Nakawa, Makindye, Kampala Central, Lubaga, Nansana, Kira, Makindye Ssabagabo, Nabweru, and Lwemiyaga. Whereas areas like Bwaise, Kansanga, Kireka, Nakulabye and surrounding communities are next in line, as installation efforts continue to expand coverage.

This improved access is already driving measurable results, with the Urban Pro-Poor Branch recording water sales of 45,225 cubic metres in June 2025, up from 43,215 cubic metres in July 2024, and achieving 97 percent of its monthly target. Meanwhile, credit collections saw a significant increase as well, with UGX 83.3 million collected in June 2025, up from UGX 50.7 million in July 2024. This surpassed the UGX 45 million monthly target and showed a 132% achievement rate. 

According to Branch Manager Ms. Evelyn Mukajusi, the growth in performance is linked to the rise in registered tokens, from 7,200 to over 19,000, along with increased convenience through e-services and the continued meter rollout across underserved communities.

Given the socio-economic vulnerability in informal settlements, the UPP Branch has also prioritized direct community engagement. For instance, in recent months, the team has worked with Habitat for Humanity and the Community Integrated Development Initiative (CIDI) to sensitize residents, register customers, and demystify prepaid meter usage. These initiatives have helped overcome misinformation from former PSPs and addressed challenges like low digital literacy and poor awareness of how the prepaid system works.

This approach to pro-poor service delivery has begun attracting regional and international attention, with benchmarking visits from Zambia’s Nkana Water and Sewerage Company, Blantyre Water Board from Malawi, Asa Jonsson – The head of Global Water Operators’ Partnership Alliance (GWOPA), a commendation from JICA, and a recent knowledge-sharing session with the Hargeisa Water Agency. A clear depiction of the recognition the model is receiving beyond Uganda.

The SUSTEQ meter, designed to replace the older Kent meters, has brought transparency and control to water access in informal settlements. Residents can now manage their consumption without the burden of inflated prices or irregular service. These changes have done more than ease the burden of water access. They have fueled a shift in mindset, from coping, to full ownership.

With the new financial year, the branch is focused on completing installation of the remaining 1,160 meters, expanding its customer base, responding swiftly to anomalies, and maintaining all newly installed systems to ensure consistent and uninterrupted service.

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