Established in 1972 under Decree No: 34, the National Water and Sewerage Corporation (NWSC) stands as a shining example of dedication and commitment to providing essential services to the people of Uganda. Owned entirely by the Government of Uganda, NWSC embarked on a journey over five decades ago with the goal of delivering clean water and sewerage services to its citizens.
At its inception, NWSC operated in just three major towns: Kampala, Jinja, and Entebbe. However, the landscape changed in 1995 with the enactment of the NWSC Statute, later incorporated into the Laws of Uganda as CAP 317 (Laws of Uganda 2000). This legislative transformation aimed to redefine NWSC’s objectives, powers, and structure, positioning it to provide water and sewerage services soundly, commercially, and viably across its entrusted areas.
NWSC’s enduring success can be attributed to its steadfast commitment to its vision, mission, and core values. The vision is simple yet profound: “To be the leading Customer Service Oriented utility in the world.” The mission follows suit: “To sustainably and equitably provide cost-effective, quality water and sewerage services to the delight of all stakeholders while conserving the environment.”
Notably, Professionalism, Reliability, Integrity, Innovation, Teamwork, Excellence, and Result Orientation are the values serve as the compass guiding NWSC’s journey
As of 2021, NWSC achieved an impressive 85% coverage, with a sprawling network of 20,000 kilometers, operating in over 260 towns and serving a whopping 15 million people through 700,000 connections. This remarkable reach speaks volumes about NWSC’s commitment to delivering on its promises.
NWSC’s path to realizing its vision is not without hurdles. Challenges such as Non-Revenue Water caused by leakages, water theft, and illegal water use have been persistent issues. The corporation is also diligently addressing concerns about water shortages in dry zones. The implementation of rationed water schedules, while necessary, reduces consumption and encourages the exploration of alternative water sources.
However, these challenges, while formidable, will not deter NWSC from its mission. To become the world’s leading customer service-oriented utility, NWSC recognizes the need to triple its efforts in every aspect of its operation.
To ensure efficient water production and minimal operational disruptions, NWSC is working on timely procurement of materials for all departments. Delays will no longer hinder the corporation’s pursuit of excellence.
NWSC acknowledges that its dedicated staff are integral to its success. To keep them motivated and well-equipped, the corporation invests in regular refresher trainings, courses, and team-building activities. Timely payment of salaries and incentives further bolsters employee morale, motivating them to go the extra mile in serving customers.
NWSC’s commitment to transparency and communication extends to engaging customers and stakeholders. Utilizing digital tools and physical information-sharing avenues, such as clinics in different branches, NWSC builds rapport and trust with its stakeholders. This dedication to open communication not only fosters trust but also strengthens the NWSC brand.
In its quest to fulfil its vision, NWSC leverages science and technological innovations to enhance its operations. These innovations increase efficiency and effectiveness, bringing NWSC closer to its dream of becoming the world’s premier customer service-oriented water utility.
With a history of growth, a clear mission, and a relentless pursuit of excellence, NWSC is well on its way to becoming a global leader in customer service-oriented utilities.
