World Water Forum, World Water Forum, Istanbul, Turkey 2008Istanbul, Turkey 2008

Strengthening Consumer Voice through the Strengthening Consumer Voice through the Citizen Report CardCitizen Report Card

and other Accountability Mechanisms in and other Accountability Mechanisms in MOMBASAMOMBASA

Phyllis Muema, KECOSCEPhyllis Muema, KECOSCE

Presentation OutlinePresentation Outline

IntroductionIntroduction Water Sector Reforms in KenyaWater Sector Reforms in Kenya Citizen’s Report card process and Citizen’s Report card process and

findings and impactfindings and impact Mombasa Voice activitiesMombasa Voice activities Regulator Water Action GroupsRegulator Water Action Groups Lessons LearntLessons Learnt

Kenya Community Support Center (KECOSCE) is a Kenya Community Support Center (KECOSCE) is a local NGO based in Mombasa, Kenya. local NGO based in Mombasa, Kenya.

It promotes the practice of good governance at It promotes the practice of good governance at community level as a basis for sustainable socio-community level as a basis for sustainable socio-economic development through capacity building economic development through capacity building and creation of responsive community based and creation of responsive community based structures. structures.

Has implemented projects related to natural Has implemented projects related to natural resources management, water and sanitation, resources management, water and sanitation, peace and security and youth projects in the peace and security and youth projects in the Coast region of Kenya.Coast region of Kenya.

Is Is governed through a board of directors and a governed through a board of directors and a secretariat of five full time staff and 30 secretariat of five full time staff and 30 volunteers.volunteers.

Background on KECOSCEBackground on KECOSCE

Kenya Water Act 2002: Water Sector Reforms de-Kenya Water Act 2002: Water Sector Reforms de-linked policy development from regulation and linked policy development from regulation and service provision. service provision.

– Ministry of Water and Irrigation (MWI): Ministry of Water and Irrigation (MWI):

– Water Services Regulatory Board (WSRB): Water Services Regulatory Board (WSRB):

– Water Companies (Water Service Providers or Water Companies (Water Service Providers or utilities)utilities)

– Water Services Boards (WSBs) Water Services Boards (WSBs)

Kenya Water and Sanitation Kenya Water and Sanitation Sector ReformsSector Reforms

Kenya Water and Sanitation Sector Kenya Water and Sanitation Sector ReformsReforms

The Citizen Report Card ProcessThe Citizen Report Card Process

Tool adopted from Tool adopted from Bangalore India, PAF, Bangalore India, PAF, support support from WSP Africafrom WSP Africa

Undertaken in Undertaken in NairobiNairobi: pop. 2.5 m : pop. 2.5 m KisumuKisumu: pop. : pop. 480,000, 480,000, MombasaMombasa: pop. 826,000: pop. 826,000

Stakeholder Stakeholder consortiums consortiums in 3 cities, in 3 cities, Information on consumer views established Information on consumer views established

qualitatively qualitatively through Focus Group Discussionsthrough Focus Group Discussions Quantitative Quantitative Random Sample SurveyRandom Sample Survey

Launched to public Launched to public in May 07 2006:in May 07 2006:

Water Water The projected present water demand The projected present water demand 160,000m³160,000m³

per day per day Current production about Current production about 56,00056,000m³/day. m³/day. Quality: Colour, taste and smell Quality: Colour, taste and smell pleasing pleasing to most to most

consumers, although treatment commonconsumers, although treatment common Big role of Big role of DPSP (kiosks, Self Supply) DPSP (kiosks, Self Supply) to achieve to achieve

access at 70%access at 70% Hours of service: out of a possible maximum of Hours of service: out of a possible maximum of

168 hours168 hours of supply in a week, only of supply in a week, only 85 hours85 hours is is obtained during normal times, dropping to 72 obtained during normal times, dropping to 72 hours during scarcity. 32% of those directly hours during scarcity. 32% of those directly connected to mains reported interruptions of 24 connected to mains reported interruptions of 24 hours. hours.

Key Mombasa FindingsKey Mombasa Findings

Key Mombasa Findings cont…Key Mombasa Findings cont…

SANITATIONSANITATION Only two treatment works – malfunctional.Only two treatment works – malfunctional. Top priority Top priority more public toilets;more public toilets; the urban poor the urban poor

are are sharing sharing on site facilities it is difficult for on site facilities it is difficult for residents to adhere to the national or municipal residents to adhere to the national or municipal bylaws in the short run; support measures are bylaws in the short run; support measures are needed for affordable and hygienic latrine needed for affordable and hygienic latrine emptyingemptying

Problem with pit toilet emptying due to legal Problem with pit toilet emptying due to legal provisions, by laws are outdated; unregulated provisions, by laws are outdated; unregulated DPSPDPSP

Given the dominant reliance on latrines by Given the dominant reliance on latrines by majority of residents.majority of residents.

SOLID WASTESOLID WASTE Council high Council high dependence on DPSP dependence on DPSP for both low and for both low and

middle income. The poorest still lack servicemiddle income. The poorest still lack service More enforcement required by Public Health More enforcement required by Public Health

OfficersOfficers Use of other options Use of other options buryingburying and and burningburning the the

rubbish and throwing the rubbish in the open. rubbish and throwing the rubbish in the open.

Transparency of service: Transparency of service: There is Minimal interaction with the utilityThere is Minimal interaction with the utility 10% of those directly connected reported having 10% of those directly connected reported having

been engaged in bribery with MOWASCO staff in been engaged in bribery with MOWASCO staff in accessing water servicesaccessing water services

Limited knowledge about water sector reforms. Limited knowledge about water sector reforms.

Key Mombasa Findings cont…Key Mombasa Findings cont…

Outcomes of CRCOutcomes of CRC Glare effect Glare effect by media on service provisionby media on service provision Enhanced and regulatr sector Enhanced and regulatr sector dialogue, dialogue,

partnership partnership with citizenswith citizens Constructive response to feedback: Providers Constructive response to feedback: Providers

made detailed made detailed commitments to action commitments to action Formation ofFormation of KEWASNET KEWASNET in August 07– civil in August 07– civil

society sector accountability society sector accountability network focusing on network focusing on governancegovernance

Acceptance by WASREB Acceptance by WASREB to install more to install more institutionalized approach to feedback, as part of institutionalized approach to feedback, as part of management practice within new institutionsmanagement practice within new institutions

11STST JOINT REVIEW in Nov 07 : Public Hearing JOINT REVIEW in Nov 07 : Public Hearing Almost 70 people participated in the public hearing Almost 70 people participated in the public hearing Feedback given: All the three institutions gave feedback on Feedback given: All the three institutions gave feedback on

progress over last six months.progress over last six months. Consensus was reached: All WSS providers gave Consensus was reached: All WSS providers gave

commitments for practical interventions commitments for practical interventions Results:Results:

Awareness creationAwareness creation: Information on reforms shared, : Information on reforms shared, challenges facing institutions shared leading to better challenges facing institutions shared leading to better understanding.understanding.

Better ServiceBetter Service: Chlorination programme initiated, community : Chlorination programme initiated, community involvement in environmental concerns were included as a involvement in environmental concerns were included as a recycling plan by the municipality.recycling plan by the municipality.

Strengthened PartnershipStrengthened Partnership: Forum provided space for : Forum provided space for dialogue between Services Providers and citizens. dialogue between Services Providers and citizens.

Post CRC Voice Activities in Post CRC Voice Activities in MombasaMombasa

Annual public review meeting May 08:Annual public review meeting May 08: Almost 120 people participated in the public hearing Almost 120 people participated in the public hearing Political participationPolitical participation Improved participation by services providers: the Chairperson Improved participation by services providers: the Chairperson

of the Water Company attended backed by 6 officials from the of the Water Company attended backed by 6 officials from the utility, Municipal Council represented by Deputy Town Clerk utility, Municipal Council represented by Deputy Town Clerk and 5 officials, the regular represented.and 5 officials, the regular represented.

Consensus reached: Plans and commitments for next six Consensus reached: Plans and commitments for next six months made.months made.

Financial Support by WSP.Financial Support by WSP.

The results:The results: Strengthened Consumer Voice: Strengthened Consumer Voice: Better ServiceBetter Service: 24hr solid waste plan, kiosk regulation : 24hr solid waste plan, kiosk regulation

committee, infrastructure improvement, reduction in UfW. committee, infrastructure improvement, reduction in UfW. Recognition by WASREB: Forum used as a mechanisms for Recognition by WASREB: Forum used as a mechanisms for

increased monitoring and accountability.increased monitoring and accountability. New Role of WAGS: To New Role of WAGS: To Provide 3Provide 3rd rd party oversight on party oversight on

ongoing investment projects ongoing investment projects

Post CRC Voice Activities in Post CRC Voice Activities in Mombasa…Mombasa…

Mechanisms Applied:Mechanisms Applied: Creating space for dialogue between Authorities and Creating space for dialogue between Authorities and

Citizens: informative events, workshops and forums. Citizens: informative events, workshops and forums. Adoption of survey based tools to inform dialogueAdoption of survey based tools to inform dialogue Partnership e.g. with media to influence public opinion in Partnership e.g. with media to influence public opinion in

favor of policy reforms, with no added costsfavor of policy reforms, with no added costs Petition to Water Minister: Petitioned MOWI on nomination Petition to Water Minister: Petitioned MOWI on nomination

and appointment of utility board of directorsand appointment of utility board of directors Public hearingsPublic hearings

The results:The results: Raised consumer voiceRaised consumer voice Policy pronouncement on gender balance in water boardPolicy pronouncement on gender balance in water board Promotion of principles of democracy and compliance to Promotion of principles of democracy and compliance to

guidelinesguidelines

Analysis of Tools to raise consumer Analysis of Tools to raise consumer voicevoice

Impact Drivers: Regulator Impact Drivers: Regulator institutionalizes Feedbackinstitutionalizes Feedback

CRC finding:CRC finding: consumers desired more and direct consumers desired more and direct engagement with providersengagement with providers

CRC finding:CRC finding: citizens unaware of reforms and roles and citizens unaware of reforms and roles and responsibilitiesresponsibilities

CRC finding:CRC finding: Providers still non responsive to citizens, Providers still non responsive to citizens, especially the poorespecially the poor

Reform responsibilities: Reform responsibilities: Feedback important for those Feedback important for those tasked with enforcement (WASREB & WSBs); linkages weaktasked with enforcement (WASREB & WSBs); linkages weak

Reform responsibilities: Reform responsibilities: Opportunity for WASREB to balance Opportunity for WASREB to balance social objectives vs commercialisation objectives as social objectives vs commercialisation objectives as regulatorregulator

Institutionalization: ProgressInstitutionalization: Progress

What has been done so far – the roadmapWhat has been done so far – the roadmap Orientation visit to ZambiaOrientation visit to Zambia Sensitization of stakeholders and incorporation Sensitization of stakeholders and incorporation

of feedbackof feedback Orientation workshop for Orientation workshop for Water Service Boards, Water Service Boards,

utility and consumer representations utility and consumer representations Discussion of the draft Terms of Reference for Discussion of the draft Terms of Reference for WAGs by WASREBWAGs by WASREB

Advertisement and appointment of volunteersAdvertisement and appointment of volunteers

Represent the interests of the consumer in water Represent the interests of the consumer in water supply and sanitation and contribute towards supply and sanitation and contribute towards improving service provider orientationimproving service provider orientation

Monitor and Evaluate extent that WSPs deliver Monitor and Evaluate extent that WSPs deliver service according to the standards set out in the service according to the standards set out in the Licence and SPAs, and give feedback to WASREB.Licence and SPAs, and give feedback to WASREB.

Facilitate continuous stakeholder involvement in Facilitate continuous stakeholder involvement in water supply and sanitation serviceswater supply and sanitation services

Regulator appointed citizen Regulator appointed citizen feedback groups: Objectivefeedback groups: Objective

Monitor and report on consumer experiences and resolution Monitor and report on consumer experiences and resolution of consumer complaintsof consumer complaints

Receive and disseminate information relevant to consumers Receive and disseminate information relevant to consumers as obtained from WASREB and WSBsas obtained from WASREB and WSBs

Build consumer awareness on their rights and obligations to Build consumer awareness on their rights and obligations to optimize benefits under the Regulatory Frameworkoptimize benefits under the Regulatory Framework

Give systematic feedback on public opinion as it relates to Give systematic feedback on public opinion as it relates to issues of performance, access, and equity in investment issues of performance, access, and equity in investment planning and service quality.planning and service quality.

Be involved in pertinent issues like tariff reviews and public Be involved in pertinent issues like tariff reviews and public consultationsconsultations

Provide periodic reports for Water Service Board on Provide periodic reports for Water Service Board on adherence to the SPA and customer service standards. adherence to the SPA and customer service standards.

Promote awareness on WAGsPromote awareness on WAGs

Activities of Water Action GroupsActivities of Water Action Groups

Politics and politiciansPolitics and politicians Limited knowledge of water reformsLimited knowledge of water reforms Culture of impunityCulture of impunity Access to informationAccess to information

Challenges experienced…Challenges experienced…

Projects or pilots Projects or pilots that model accountability are that model accountability are entry points for strengthening sector and country entry points for strengthening sector and country governance systemsgovernance systems

Feedback can help decision makers Feedback can help decision makers understand understand customer expectations customer expectations and improve and improve satisfactionsatisfaction

Partnership Partnership approaches are more effective than approaches are more effective than combative combative approaches approaches

Authorities in Kenya are aware and willing Authorities in Kenya are aware and willing to to engage with consumersengage with consumers

Public Awareness still low Public Awareness still low on reforms and rights, on reforms and rights, roles and responsibiltiies in ector roles and responsibiltiies in ector

Evidence based tools are effective in supporting Evidence based tools are effective in supporting dialoguedialogue between citizens, service providers and between citizens, service providers and policy makerspolicy makers

Lessons LearntLessons Learnt

Phyllis MuemaPhyllis MuemaProgrammes CoordinatorProgrammes Coordinator

Kenya Community Support CenterKenya Community Support CenterP. O. Box P. O. Box 42499-8010042499-80100

MombasaMombasakecosce@swiftmombasa.comkecosce@swiftmombasa.com

TELEPHONE 00254 725 407277TELEPHONE 00254 725 407277

Thank YouThank You