In January 2005, the External Services Unit (ESU) was established by the National Water and Sewerage Corporation (NWSC) in response to the increasing demand for their expertise from utilities and institutions not only in Uganda but also in the wider region and beyond Africa. The primary objective of ESU was to market NWSC’s expertise and benchmark the corporation’s performance with other utilities. Over the years, ESU has grown significantly, contributing to the construction of the International Resource Centre (IREC) and establishing numerous partnerships with utilities worldwide. Currently led by Ms. Zainab Mpakiraba, the ESU has played a vital role in supporting performance improvement among sister utilities and expanding NWSC’s international footprint.
The ESU operates through various business streams, focusing on utility management, performance planning and management, modernization of utilities, and technical assistance. The unit provides advisory services in these areas, leveraging NWSC’s expertise to assist other utilities in enhancing their operations. Additionally, ESU offers technical assistance in water quality testing/monitoring, GIS surveying and mapping, ICT services, billing, and customer care management. To further promote water utility capacity development, the unit offers tailor-made training programs, staff attachments, on-the-job training, and vocational training. Moreover, the ESU manages the NWSC International Resource Centre (IREC) and the Western & South Western Resource Centre (WESREC), providing conferencing and training facilities.
With a dedicated team of professionals and strategic partnerships, the ESU has made remarkable progress in supporting utilities globally. As of 2022, the unit had established over 82 partnerships and positively impacted more than 35 utilities across Africa, Asia, and the Caribbean. The implementation of over 120 contracts generated revenues of over 46 billion UGX. The partnership approach employed by the ESU has proven highly effective in encouraging utilities to benefit from NWSC’s experience and knowledge. Under the leadership of Manager Zainab Mpakiraba, the unit continues to foster collaboration and knowledge sharing among utilities.
The ESU initially began as a section under the Institutional Development and External Services Division, providing support to the Monitoring and Evaluation team headed by Eng. Sonko Kiwanuka. Dr. Rose Kaggwa, an instrumental figure during its inception, was appointed to lead the unit after returning from defending her PhD. She oversaw the growth and elevation of ESU to a department in 2006. Dr. Kaggwa shared her memories of establishing the office, building a clientele base, and implementing reporting, monitoring, and evaluation mechanisms.
The team’s early efforts involved proposal writing, collaborating with the monitoring team, and bidding for international jobs. Core experts such as Dr. Eng. Silver Mugisha, Eng. Johnson Amayo, and Eng. Jude Mwoga expanded the unit’s portfolio, attracting assignments from development partners and international contracts. The ESU operated from NWSC’s Head Office on Jinja Road until 2011 when the construction of IREC was completed, thanks to the profits generated by the External Services Unit.
To augment their industrial plumbing skills training, the ESU expanded its technical skills offerings, including electro-mechanics skills. This expansion was made possible through partnerships with the Directorate of Industrial Training (DIT), the German Government through GIZ, and the Ministry of Water and Environment. By 2022, the training programs had diversified to target customer care advisors, sludge/plant operators, sewerage technicians, water quality technicians, heavy motor vehicle operators, welders, and individuals seeking higher education levels, including Masters, short courses, and refresher courses.
NWSC’s Dr. Frank Kizito, a civil engineer, expressed his excitement about undertaking various capacity building assignments in other countries. NWSC has positioned itself as a valuable resource for utilities in the region, sharing its experiences and lessons learned. The ESU’s partnerships have extended to several water and electricity utilities in countries across Africa, Asia, and the Caribbean, including Bangladesh, Benin, Burkina Faso, Ethiopia, Ghana, India, Kenya, Liberia, Malawi, Mali, Mozambique, Nigeria, Rwanda, Sierra Leone, South Sudan, Tanzania, Trinidad and Tobago, Uganda, Zimbabwe, and Zambia.
NWSC actively participates and contributes to the African Water Association (AfWA) at the continental level and the International Water Association (IWA) globally. The ESU plays a crucial role in driving collaboration between NWSC and these organizations, ensuring the corporation remains at the forefront of industry developments and best practices.
The External Services Unit (ESU) of NWSC has emerged as a significant player in the water and sewerage utility sector, both within Uganda and internationally. Through its core business streams and partnerships, ESU has facilitated knowledge exchange, capacity building, and performance improvement among sister utilities. With its dedicated team of professionals and strategic collaborations, the ESU continues to contribute to the growth and success of utilities worldwide. NWSC’s commitment to supporting other utilities and expanding its international footprint underscores the corporation’s leadership in the water and sewerage industry.
