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.

New report: promoting water security in Lusaka

WSUP has published a new report, Promoting water security at the city level: lessons from Lusaka. Managing water resources in the face of rapid urbanisation is a challenge for cities across the world. In Lusaka, Zambia, authorities mandated to provide safe water face multiple challenges, including a rapidly expanding population and frequent cholera outbreaks that […]


Susan Nyambura from Dandora

Clean water for the residents of one of Africa’s largest rubbish dumps

50,000 people benefit from new water network in Dandora, Nairobi As a small-scale trader dealing with recycled hair extensions, Susan Nyambura requires regular supply of clean water to wash her second-hand products before selling them in the local market. Susan, 45, lives in the informal settlement of Dandora, in Kenya’s capital city, Nairobi. Dandora is […]


This guide has been developed as a resource for water utilities to support implementation of Non-Revenue Water (NRW) reduction programmes.

It covers what NRW is and why it matters, before providing systemic guidelines that can be adopted by utility managers, engineers and operations staff to plan and implement a phased, sustainable NRW programme.

A recent Practice Note describing a successful programme undertaken in Madagascar is also available. Read it now.

Spending money like water: working with utilities to tackle non-revenue water

If a shop owner gave away half of their products for free, it would be fair to say that (while their generosity might be applauded) their venture probably wouldn’t last very long. Even if that shop were the only official supplier of a particular product, losing out on potential profit at such a rate would […]


Este guia foi desenvolvido como um recurso para utilitários de água para apoiar a implementação de programas de redução de água não-receita (NRW). Abrange o que é NRW e por que isso importa, antes de fornecer diretrizes sistêmicas que podem ser adotadas por gerentes de serviços públicos, engenheiros e pessoal de operações para planejar e implementar um programa NRW faseado e sustentável.