An Evaluation of Water Service Strategies on Provision of Quality Water Service Delivery in Kikuyu Sub-County:

Abstract

This research focused on an evaluation of water service charter strategies on quality water delivery in Kikuyu sub County which was necessitated by complaints of water scarcity in some areas under the jurisdiction of Kikuyu Water Company Ltd. The purpose of the study was to determine the effectiveness of the strategies put in place in relation to provision of quality water services in Kikuyu Sub County. The target population was the 1,845 residents who have active water connections in their premises. The study had three objectives focusing on the impact of staff empowerment, effective communication, and water meter management on quality water service delivery. The theory of quality service delivery by Parasuraman and other authors was the main reference point in this study. A descriptive research design and stratified random sampling technique were used to select the appropriate sample of 187 respondents. Data was collected using structured and semistructured questionnaires and analyzed thematically. A pilot test was first carried out in Limuru town, an area served by Limuru Water & Sewerage Company Ltd. The research findings provided an overview of the successes and challenges in the provision of quality of water services in Kikuyu sub County. The study recommends carrying out a customer satisfaction survey every year or even twice a year in order to ensure that the customer’s concerns are addressed within a given time frame. In addition, monitoring the quality of water supply, frequent patrolling along the pipelines, and keeping the customers posted on water related issues are recommended. Other recommendations include constant review of the Strategic Plan, continuous staff training, monitoring and evaluation of the achievements against the set standards. The beneficiaries of the research will be the residents who will enjoy the benefits of enhanced quality water service provision in the event that the recommendations are adopted and implemented. The recommendation thereof may help the management in other Water Service Providers and the national government in formulating policies that would turn around the precarious position the water sector currently finds itself in. Other stake holders in the water sector like Water Users Associations (WRUAs) will also benefit.