Currently, NWSC has presence in 175 towns up from 27 towns in 2013: For full list of our operational areas, click here
According to our annual customer surveys, 90% of our customers are satisfied with our services. In a bid to delight our customers we analyze and measure our contact center performance against metrics which matter to our customers in order to improve our business processes and meet our customers’ needs. Over 500,000 Water and Sewerage customers rely on our services, therefore, listening to our customers' concerns is key in shaping our strategic direction, since Our Customers are the Reason that We Exist
Operational Performance Highlights
The NWSC stands out as a model utility in the African region because of its exemplary achievements. The water service coverage is estimated at 78% . The Corporation produces about 100 million cubic meters of water per annum from 51 water treatment facilities and is distributed through 9,760 Kms of water mains. In addition, NWSC operates 3 conventional sewerage treatment plants and 27 waste stabilization ponds with a total sewer network length of 556.2Km. Non-Revenue Water has reduced overtime from over 60% to the current level of 28%. The NWSC work force as of June 2016 stood at 2,860 staff with a staff productivity ratio of 6 staff per 1000 connections. The number of new water connections averages 30,000 per annum and our customer base is 500,000 accounts of which 99.9% are metered.
In regard to financial performance, the Corporation's turnover has improved overtime and stands at Ushs 285 billion per annum with an overall collection ratio of 103% as at June 2015. As a result of improvements in financial performance, the Corporation has been able sustain a corporate surplus after depreciation over the last ten years and this has enabled the replacement and expansion of the production facilities, network extensions and intensifications, installation of new connections, and fund minor capital investments and meet all the co-funding obligations for major capital investments using internally generated funds. In order to ensure billing accuracy, all new accounts are effectively metered, and currently, the Corporation is rolling out pre-paid meters as a means of enhancing efficiency of billing at Government Institutions.
Peformance Improvement Plans
In line with our long term strategic policies enshrined in our 5 Year Strategic Direction 2013-2018, Corporate Plan 2015-2018 & performance contracts with the Government Of Uganda 2015-2018, the corporation is implementing a number of Performance Improvement Plans aimed at improving water & sewerage service delivery to all its areas of operations. The corporate plan is a guide for continued improvement in the provision of water and sewer services & was formulated adopting some aspects of the Balanced Score Card framework with the overall theme of continuous improvement for sustainable & equitable service delivery.
The plan is espoused by four Strategic Priority Areas (SPAs) that were adopted as the pillars for the period 2015-2018. These SPAs are smart systems, business continuity & infrastructure growth, financial growth & sustainability, customer & stakeholder delight & productivity & Capacity development.
These are further supported by strategic goals to capture the key focus areas of improved service coverage, water production & supply reliability, business growth, asset management efficiency, water & waste water quality, customer satisfaction, working capital management, capital investment efficiency, environmental protection & business processing re-engineering. Within the framework of the performance contract between NWSC & the Government Of Uganda, NWSC has adopted teh PACE contract between Headquarters and Areas. This is to ensure that the corporation achieves the strategic goals and tragets highlighted in the corporate plan.
The Five Year Strategic Direction 2016- 2021
Within the context of the overarching Government Policy, there has arisen a need to re-define and contextualize the goals and aspirations of the Corporation in a longer term perspective in order to effectively
contribute towards the longer term vision of the Government. Some of the critical aspects relate to the need for rapid expansion in urban water coverage to reach 100% by 2018, and the expansion of the sewerage
services in all areas of NWSC operations. Furthermore, in accordance with the Urban Water Sector reform agenda and the Government manifesto, the Corporation is envisaged to expand its mandate to cover all
major urban centres within Uganda in a bid to ensure accelerated service delivery in the urban centres. Hence the Five Year Strategic Direction whose implementation was effective FY 2013/14 is to provide the
Corporation's outlook and key strategic interventions for the next five years building upon the Corporation's existing Corporate Plan, and taking into account the wider stakeholder expectations, policy direction and competitive environment.