Influence of commercializing water and sewarage provision on service delivery: a case of Nyahururu Municipality, Kenya
Theuri, Joseph M.
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The main objective of this study was to establish whether there was improvements on the quality of service delivery since the time the Water Service Provider took over the responsibility. The study sought to assess the customer satisfaction level and their perception regarding the company, its various water projects and services. In addition, the study establishes the achievements and challenges realized or encountered during the implementation of the sector reforms. The study was also intended to establish the quality service and the level of service coverage. At the same time the study was to find out how governance issues might have contributed towards service delivery. Water Reforms in Kenya have to a larger extent abated the challenges of managing national water resources and maximized the availability of portable water for the majority of Kenyans that has failed successive governments since independence. The establishment of new sector institutions, crafting new policies and strategies as guided by the Water Act 2002 has led to impressive performance. Among these institutions were the Water Services Providers who were supposed to bring about effectiveness and efficiency within the water sector. Nyahururu Water and Sanitation Company was one of service providers created by the reforms and mandated to supply clean and affordable water within the Municipal Council of Nyahururu. However, there are no meaningful studies that could guide the company achieve their goal. Intensive studies that have been carried out in other towns, do not specifically address NYAHUWASCO's needs. This study was done amongst the customers of the services within Nyahururu Municipality. The study adopted a descriptive survey research design and the population in this study was broken into identifiable proportions from which samples were drawn using simple random sampling. Data was gathered using structured questionnaires. Statistical analysis of collected data was done using Statistical Package for Social Scientists. It was noted that there was reasonable satisfaction on service delivered by the company. However a number of issues related to governance of the water company requires to be addressed. Accessibilty of water was noted to have improved since the time the company took over the mandate of offering service. A number of recommendations that can assist the company to fastback reforms implementation were done. It is hoped that the findings and recommendations can be noted and acted upon by the company to enable it further improve service delivery. Finally the report can be of help to external bodies, like donors and financiers, to anticipate how their sponsored projects can improve the level of service delivery.