This Topic Brief sets out the process of institutional change undergone by Nairobi City Water & Sewerage Company (NCWSC) to extend services to the informal settlements of Nairobi.
Beginning with the creation of an Informal Settlements Department (ISD) in 2009, the utility has implemented a set of structural reforms, strategies and service delivery approaches which have engendered significant progress towards citywide service provision, and which can be instructive for utilities facing similar challenges across Sub-Saharan Africa.
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