The virtuous circle of good customer service: experience from Mozambique

August 2020: 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.

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Mozambique is one of the poorest countries in the world.

Half the urban population lives below the national poverty line and only a quarter have access to piped water. As the number of people living in major towns and cities grows, so does the need for better water and sanitation services.

In Maputo the sewer system only covers a small part of the city. With no organised system in place to deal with toilet waste, there is a huge need to invest in better on-site sanitation methods so that waste can be safely collected and avoid contaminating the water supplies. The lack of access to improved sanitation has a direct impact on health, dignity and economic growth in the poorest communities.

What are we doing to help?

We have worked in Mozambique from 2007 and since then we’ve engaged with local government, service providers and communities to improve access to vital water and sanitation services for low-income urban families.


I can run my business easily without worrying about the children going to the toilet, because I know that they are using a safe, private place.

Teresa Nguila for Aiding Africa article
Teresa, resident in Maputo’s Chamanculo A district – where WSUP has supported delivery of shared sanitation facilities.
1.02m people with improved water services
188k people with improved sanitation services
590k people who have received hygiene training
43m additional funds unlocked from other sources

Where we work in Mozambique

Blog: March 2020 – From the front line of climate change: residents tell their stories

One year after Cyclone Idai destroyed large parts of the city of Beira, many residents still lack clean water. As climate change makes extreme weather like cyclones more common, building stronger, more resilient water infrastructure has never been more important.

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Blog: January 2020 – Solving the big challenges of inclusive services through peer-to-peer learning

Representatives of utilities, municipalities, regulators, ministries and NGOs across sub-Saharan Africa and south Asia came together for an Urban WASH Inclusion Masterclass in Maputo.

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Sharing insights at the Urban WASH Inclusion Masterclass

Report: November 2019 – Rebooting the system: lessons from Lusaka and Maputo

WSUP’s Systems Reboot report identifies the steps needed to support cities in delivering citywide sanitation services, drawing on the lessons from Lusaka and Maputo.

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To find out how you can support our work in Mozambique, please contact us at or call us on +44 (0)20 7822 1867.