By Our Reporters
Kampala, Uganda — The National Water and Sewerage Corporation (NWSC) of Uganda is showing consistent and remarkable growth despite a stand-off it’s engaged in over unpaid water bills by one of the government security agencies.
On August 13th, NWSC, Uganda’s state-owned water provider, made the unprecedented decision to disconnect water services to Luzira Prison and the Naguru-based Police Barracks due to substantial unpaid bills. Luzira Prison, Uganda’s largest incarceration facility, has accumulated an outstanding debt of UGX 19.4 billion, while the Police Barracks’ arrears have ballooned to UGX 23.8 billion. In total, these two entities owe the NWSC UGX 43.3 billion.
The disconnection has severe implications for thousands of inmates and police personnel who rely on these facilities for water, a basic necessity. The Uganda Prisons Service, currently using water bowsers to provide minimal water supply, is actively engaged in negotiations with multiple government ministries to resolve the crisis.
“This situation is a matter of national concern,” stated Frank Baine, Senior Commissioner of Prisons and Deputy Director CCA/Service Spokesperson. “The lack of water poses significant risks to hygiene and safety within these facilities, increasing the threat of disease outbreaks.”
Government Struggles to Settle Debts
Despite a recent disbursement of UGX 2.3 billion from the Ministry of Finance, Planning, and Economic Development in the first quarter of the 2024/25 fiscal year, the water bills remain largely unpaid.
The funds released represent only a fraction of the UGX 79 billion allocated to NWSC, leaving the situation precarious.
Negotiations between the Ministry of Finance, the Ministry of Internal Affairs, Uganda Prisons Service (UPS), and NWSC are ongoing to restore water services to normal levels.
Financial Stability and Service Diversity
Despite these challenges, NWSC’s financial performance remains strong, with an average monthly billing of UGX 50 billion and a collection-billing ratio of 98%. The corporation’s annual turnover currently stands at UGX 621 billion, supported by a working ratio of 76%.
These figures reflect NWSC’s robust financial foundation, enabling continuous investment in infrastructure and service improvements. Additionally, NWSC’s asset base has grown to approximately UGX 4.5 trillion.
The resilience in delivering high-quality water and sewerage services across the country has proven lucrative to the arguably best-run parastatal in the country.
Over recent years, NWSC has shown a substantial increase in customer satisfaction, reflecting its commitment to excellence and innovation in both urban and rural water management.
The number of connections has grown significantly from 724,000 lines in 2020 to 961,000 in 2024, with a target of 992,477 connections by the end of the year.
Rising Customer Satisfaction: A Positive Trajectory
Since 2020, NWSC has experienced a steady rise in its customer satisfaction index, which climbed from 77% in 2020 to 87% in 2021, and further to 89% in 2022.
According to the statistics seen by this news website, despite a slight dip to 80% in 2023, the index has remained stable at 80% in 2024.
“This sustained level of customer satisfaction shows the extent to which NWSC’s commitment to delivering quality services and responding effectively to customer needs, even amid challenging circumstances,” says Mr. Sam Apadel, the NWSC Spokesperson.
He says the corporation’s target is to achieve a 90% customer satisfaction rate, demonstrating its ambition to enhance service delivery continually.
A Commitment to Quality and Expansion
NWSC operates in 276 urban centers across Uganda, including cities, towns, and rural growth centers, serving a target population of 20 million people.
The corporation’s extensive operational footprint is organized into five key regions: Kampala Metropolitan, Central, West/South Western, Northern, and Eastern.
With a workforce of over 4,600 skilled and experienced employees, NWSC maintains a high productivity rate of 5 staff per 1,000 connections, highlighting its efficient workforce management.
A Broader Range of Services
Beyond its core water and sewerage services, NWSC offers a wide range of products and services, from water extraction and treatment to wastewater collection and treatment.
The corporation produces 476 million liters of water daily, ensuring compliance with World Health Organization (WHO) quality standards before distribution.
Additionally, NWSC treats approximately 40 million liters of wastewater daily across 18 towns, demonstrating its commitment to environmental sustainability and public health.
NWSC also provides consultancy and advisory services to other utilities across Africa and the world. These services include technical assistance, water utility capacity development, and the provision of training facilities at the NWSC International Resource Centre (IREC) and the Western and South Western Resource Centre (WESREC).
Leading the Way in Regional Comparison
Compared to other water and sewerage authorities in the region, NWSC stands out for its comprehensive service coverage, customer-centric approach, and consistent performance improvements.
While many regional utilities struggle with challenges related to limited infrastructure, inadequate funding, and lower customer satisfaction rates, NWSC has excelled through strategic investments, efficient operations, and proactive customer engagement.
This approach has enabled NWSC to achieve higher satisfaction scores and a more sustainable financial position.
The success story of the National Water and Sewerage Corporation is a testament to its dedication to excellence, innovation, and customer satisfaction.
Despite facing challenges, NWSC has maintained a positive trajectory, continuously adapting and improving to meet the evolving needs of its customers.
With plans to further enhance service delivery and expand its reach, NWSC is well-positioned to continue leading Uganda’s water and sewerage sector and beyond.
The future looks bright for NWSC as it remains committed to providing reliable and high-quality services to its customers while contributing to sustainable development in the region.
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