USE OF TECHNOLOGY IN SERVICE DELIVERY

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Dinah Ryan
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1 USE OF TECHNOLOGY IN SERVICE DELIVERY G-STIC Conference,October2017 Brussels, Belgium. Presented By: Mbaruku Vyakweli- Head of Corporate Affair, Nairobi City Water & Sewerage Company.

2 Population Approx. 45 million since (2009 Census) Capital City - Nairobi Kenya is a water scarce country, with water availability standing at 647m3 per capita against the global benchmark of 1000m3. Water supply and sanitation in Kenya is characterized by low levels of access. Though access to safe water is estimated at 60% in the urban areas, this reduces to 20% within the informal settlements.

3 The population explosion in the City has caused higher demand for water supply into the City which has exceeded the supply : 1. Current demand = 690,000m³/day 2. Production = 540,000m³/day 3. Deficit = 150,000m³/day The deficit has resulted in general shortage of water supply that has consequently occasioned the current water distribution program.

friendly manner that delights customers within Nairobi City County Core values

4 Vision : To be a world class provider of water and sewerage services Mission Statement: Provide reliable quality water and sewerage services in an environmentally friendly manner that delights customers within Nairobi City County Core values Accountability Teamwork Integrity Customer focus Commitment Creativity and innovation Professionalism

5 NCWSC takes pride in the innovations that it has adopted in improving service delivery to its customers. These are: E billing customers are able to access their bills on their handsets through a USSD code *888# as well as pay for their bills Mobile Field Assistant is a 3-in-1 mobile system that enables utilities to enhance their business processes and productivity in meter reading and billing

6 Customers are able to access the following services on the USSD code: E-bills customers can register for the e-bills, query their bills and pay for their bills through the code. Mpesa- is one of the items on the USSD Code menu that enable a customer make payment through the cellphone.

8 Tambua this is a security feature the company has put in place for customers to identify NCWSC staff who come to their premises. Tambua is identify in Swahili. By dialing - *888# the customer selects option 4 and enters the staff ID number. The code generates the staff s name and duty station.

9 Maji Voice a complaints portal adapted for customers to file complaints regarding billing, leaks, lack of supply and through the portal the complaints are tracked & addressed. Maji is the Swahili word for water. Maji voice is accessed by selecting option 5 in the code menu

10 E- billing has increased customer satisfaction through improved efficiency in billing The convenience of using your handset to query and pay your bills has been welcomed by NCWSC customers Through Maji Voice NCWSC is able to resolve complaints as they arise thus reducing water loss while improving reliability and satisfying customer needs Through Tambua- the company has reduced corruption and fraud cases as well misrepresentation thereby enhancing its image and raising customer confidence

11 Mobile Field Assistant (MFA) is a 3-in-1 mobile system that enables utilities enhance their business processes and enhance productivity in three ways

Enforcement System (MRES) Increase revenue collection efficiency Helps enforce

12 Mobile Meter Reading System (MMRS) Increases reading and billing efficiency Easy and enhanced supervision Enable data reconciliation & clean up Mobile Revenue Enforcement System (MRES) Increase revenue collection efficiency Helps enforce revenue policy & reduce Non-revenue losses Easy supervision of work against targets

Once they have finished the work, they just submit with a click of a button Geo-Tagging

13 Remote Upload & Download Using existing Mobile Service Providers, the teams easily download their work (itineraries, walk-routes, manifests) remotely. Once they have finished the work, they just submit with a click of a button Geo-Tagging of Locations As the team logs the work done, the system automatically captures and submits the actual coordinates.

offices Business Intelligence & Management The system comes with an integrated, web-enabled

14 Capture Photos The team in the field capture the photos of the meter, disconnection or reconnection work, technical works done and these are transmitted to the MFA's central database at the regional offices Business Intelligence & Management The system comes with an integrated, web-enabled management dashboard that provides a real-time birds eye-view of the reports submitted from the field team.

15 Security Data encryption and algorithms ensure that your data transmission, storage and access is secure. The system also provides audit logs for data review and audits.

16 The water ATM is a technology based concept that utilizes mobile money where a user can buy water credits via their mobile phone, smart cards or an Online Water Management system. They are currently 40 water ATMs installed in 5 informal settlements in Nairobi, serving 20,000 residents.

To embrace the need for economic development that leaves no one behind and gives everyone a fair chance to leading a decent life, UN came up with SDG6 which the national govt.

17 To embrace the need for economic development that leaves no one behind and gives everyone a fair chance to leading a decent life, UN came up with SDG6 which the national govt. and Nairobi City County have started addressing: 6.1 By 2030, achieve universal and equitable access to safe and affordable drinking water for all 6.2 By 2030, achieve access to adequate and equitable sanitation and hygiene for all and end open defecation, paying special attention to the needs of women and girls and those in vulnerable situations 6.4 By 2030, substantially increase water-use efficiency across all sectors and ensure sustainable withdrawals and supply of freshwater to address water scarcity and substantially reduce the number of people suffering from water scarcity

18 ASANTENI SANA

COMPANY PROFILE LIPA MAJI NA

COMPANY PROFILE LIPA MAJI NA Smart (Prepaid) Water Metering Solutions Welcome to SwissQuest Water Supplies Company Ltd. SwissQuest Water Supplies is a Utilities Technology Company that specializes inthe