The National Water and Sewerage Corporation (NWSC), through its External Services Unit, has hosted a delegation from Nairobi City Water and Sewerage Company (NCWSC) for a benchmarking and study visit aimed at promoting knowledge exchange and strengthening service delivery within the water and sanitation sector.
The engagement brought together technical and management staff from both utilities to share experiences, best practices, and innovative approaches to water and sanitation service provision, reflecting the growing collaboration among African water utilities.
Welcoming the delegation to the International Resource Centre (IREC), Senior Manager External Services, Eng. Zainab Mpakiraba, emphasized the importance of peer-to-peer learning in driving continuous improvement and innovation within the sector.
She noted that benchmarking visits provide a valuable platform for utilities to exchange practical solutions to common challenges, strengthen professional networks, and enhance service delivery to customers.
The technical sessions commenced with a presentation by Principal Engineer External Services, Eng. Allan Kaford, who provided an overview of NWSC’s strategic direction, operational performance, and institutional transformation journey.
His presentation highlighted the Corporation’s performance management systems, customer-focused service delivery approaches, innovation agenda, and efforts to expand access to safe water and sanitation services while maintaining operational efficiency.
Participants also gained insights into NWSC’s governance structures, operational practices, and the key reforms that have contributed to its growth and recognition as one of Africa’s leading water and sanitation utilities.
A key component of the visit focused on customer relations management and stakeholder engagement. Senior Manager Corporate Communications, Mr. George Kasule, shared NWSC’s customer care framework, highlighting the Corporation’s commitment to customer-centric service delivery through effective communication, timely feedback mechanisms, and proactive stakeholder engagement.
The delegation later toured NWSC’s Customer Contact Centre, where they gained first-hand experience of the systems and technologies used to receive, monitor, and resolve customer inquiries and complaints. The visit showcased how digital platforms and dedicated support teams are enhancing responsiveness and improving customer experience across the Corporation.
The engagements generated insightful discussions on customer service excellence, complaint management, stakeholder relations, and the increasing role of digital technologies in utility operations.
Throughout the visit, participants exchanged experiences and lessons learned on addressing common challenges facing urban water utilities, reinforcing the value of benchmarking as a tool for institutional learning and continuous improvement.
The study tour will continue with additional technical presentations, discussions, and field visits designed to provide deeper insights into NWSC’s operational practices, innovations, and service delivery models.
Through such engagements, NWSC continues to strengthen regional collaboration and knowledge sharing, contributing to the development of more resilient and customer-focused water and sanitation utilities across Africa.
