A renewed drive to strengthen service delivery across the National Water and Sewerage Corporation (NWSC) has begun with the rollout of a new performance contract framework that places greater emphasis on accountability, customer satisfaction and operational excellence.
Dubbed SCALE an acronym for Service Reliability, Customer Focus, Performance Accountability, Resilient Leadership and Operational Efficiency the framework was approved by the Management Committee on 30 July 2026 and will guide performance across the Corporation during the 2026/27 financial year.
The framework was officially introduced during an engagement that brought together General Managers, Area Managers, Kampala Water Top Management and Branch Managers at the NWSC International Resource Centre. The meeting culminated in the signing of performance contracts, marking the formal commencement of the new accountability framework.
Addressing the gathering, Senior Director Engineering Services, Eng. Edmond Okaronon, described the launch of SCALE as an important milestone for the Corporation as it transitions into a new financial year. He said the framework is intended to strengthen performance management while aligning Area operations with the strategic priorities outlined in NWSC’s 2025–2030 Strategic Plan.
Rather than replacing existing systems, Eng. Okaronon explained that SCALE builds upon the Corporation’s organic investment policy by providing a more structured approach to measuring performance and driving continuous improvement.
The framework is anchored on five pillars service reliability, customer focus, performance accountability, resilient leadership and operational efficiency which together are expected to shape decision-making and improve service delivery across all Areas.
Service reliability featured prominently throughout the discussions, with managers challenged to ensure that customers receive dependable and efficient water services while maintaining prudent use of available resources. Eng. Okaronon emphasized that achieving this objective will require both strong leadership and a culture of accountability, where performance is measured not only at the institutional level but also within individual teams.
The meeting also provided an opportunity to reflect on operational challenges that continue to affect the Corporation’s performance. Among the key issues raised was the slow progress in resolving land title matters, an issue that has remained outstanding for the past three years and has attracted the attention of auditors. Eng. Okaronon noted that Areas where progress has been limited will receive targeted follow-up through dedicated engagements aimed at accelerating resolution of the outstanding issues.
The introduction of SCALE signals a shift towards a more results-oriented approach to performance management, where investment decisions, operational efficiency and customer experience are closely linked to measurable outcomes. As the 2026/27 financial year gets underway, the framework is expected to strengthen accountability across the Corporation while reinforcing NWSC’s commitment to delivering reliable, customer-centred and sustainable water and sewerage services.
