Ilda Timan in front of the toilet block

Creating a safe and sustainable water supply for 50,000 low-income residents of Maputo

Increasing urbanisation in Mozambique’s cities is placing ever-growing demand on water services, meaning many vulnerable urban residents have limited or no access to clean, piped water. Together with Borealis, WSUP worked with the infrastructure asset owner FIPAG and small-scale operators in Maputo to extend the water network, repair water tanks and provide training on how […]


Mombasa city landscape

At the epicentre of the crisis: battling to provide clean water in Kenya

In Kenya, the coastal city of Mombasa has been one of the worst hit by the coronavirus pandemic. Antony Njaramba, Managing Director of the Mombasa Water Supply and Sanitation Company, gives us a first-hand account of how the crisis has affected water supply in the city and how attitudes towards the importance of water are […]


Climate recovery in Beira: sustainable water and sanitation access for a more resilient city

In the aftermath of Cyclone Idai, WSUP has been delivering sustainable, long-term water and sanitation solutions to help mitigate the effects of climate change for thousands of residents in Beira. In March 2019 Cyclone Idai caused devastation across Mozambique, including in the city of Beira which suffered from widespread flooding and severe damage to its […]


WSUP at World Water Week graphic

Join us for World Water Week 2020

This year World Water Week will be held virtually, with WSUP co-convening five sessions through the week of 24 August 2020. With Covid-19 and climate change both demonstrating the need to invest in improved water, sanitation, and hygiene for the poorest people around the world, meeting to discuss these issues is more important than ever. […]


Laundry block user in Antananrivo

What can the water sector learn about customer service from UK energy providers?

By Annie Hall, Marketing Specialist Learning from other sectors is a fundamental part of WSUP’s approach. We bring together experiences from civil society, academia, and the private sector. In fact, it was WSUP’s interest in the role of the private sector, and the drive to understand low-income consumer needs, that convinced me to make the […]


School sanitation in Aeroporto B

The virtuous circle of good customer service: experience from Mozambique

By Antonio Madeira, Head of Water, Mozambique Creating stronger service providers, a core strategic goal for WSUP’s 2020-2025 business plan, requires development of scalable business models that allow services to be provided to low-income customers at a profit. There are two fundamental ways to make a business model more profitable: increasing revenue or reducing costs […]


NAWASSCO official and residents

Customer experience: everyone’s business and no one’s responsibility

By Lorine Arodi, Business Development Lead, Kenya Opinions formed at the point of purchase are not fixed. Customers continually re-evaluate the value of the products and services they buy against the experience they receive, which is why companies must invest time and resources in continuing to satisfy customer experience expectations. Customer experience is the subjective […]


Kiosk operator serves a customer in Madagascar

‘Leaky bucket marketing’: the importance of balancing acquisition with retention

By Annie Hall, Marketing Specialist Over the past year, I have been working alongside WSUP’s country teams to support utilities in extending their reach to more people, in the most deprived areas of a city. Projects usually feature an infrastructure-led programme to extend the network, supported by some form of community sensitisation campaign to drive […]


Illegal water connections Biafra, Nairobi

Citywide access to water and sanitation services in Kenya

Clean, piped water brings dignity to people, reduces living costs, frees up time – and crucially, given the situation right now, is a critical defence against infectious diseases. With the support of The Coca-Cola Foundation’s Replenish Africa Initiative (RAIN), Water & Sanitation for the Urban Poor (WSUP) has been working with Kenyan city authorities to […]


Dirty water_ John Laing

Stronger regulators crucial to improving sanitation services for the poorest, report finds

A new report published by Water & Sanitation for the Urban Poor (WSUP) and the Eastern and Southern Africa Water and Sanitation (ESAWAS) Regulators Association identifies how stronger regulators can play an important role in improving sanitation for under-served urban residents. The report, entitled Referee! Responsibilities, regulations and regulating for urban sanitation, has four key […]