Water Utility Management and Performance

INTERNATIONAL TRAINING ON WATER UTILITY MANAGEMENT AND PERFORMANCE

COURSE BACKGROUND

Water utilities are at the frontline of delivering essential water and sanitation services, playing a critical role in public health, environmental protection, and economic development. However, they face a myriad of complex challenges, particularly in rapidly urbanizing regions like East Africa. These challenges include escalating demand due to population growth, aging and inadequate infrastructure, high levels of non-revenue water (physical losses and commercial losses), increasing operational costs, the impacts of climate change (e.g., erratic supply, extreme weather events), and the need to serve rapidly expanding informal settlements. To navigate these complexities and achieve sustainable service delivery, water utilities must adopt modern management practices, optimize their operations, enhance financial viability, and embrace a customer-centric approach. Improving utility performance is not merely about technical efficiency, but about good governance, effective regulation, and a commitment to universal access.

ECAS Institute offers this “Water Utility Management and Performance” course to empower utility managers, engineers, financial officers, customer service professionals, regulators, and local government officials with the advanced skills and strategic insights needed to transform water utilities into efficient, resilient, and high-performing service providers. This program will cover the critical aspects of utility operations, financial sustainability, customer engagement, and performance monitoring, drawing extensively on best practices and real-world case studies from Kenya and other developing contexts.

COURSE OBJECTIVES OF THE TRAINING

Upon successful completion of this course, participants will be able to:

1. Understand the core functions and operational challenges of modern water and sanitation utilities.
2. Apply key performance indicators (KPIs) to assess and benchmark utility performance across various dimensions (operational, financial, service quality).
3. Develop and implement strategies to reduce non-revenue water (NRW) and improve network efficiency.
4. Master principles of financial management including tariff setting, billing, collection, and investment planning for utility sustainability.
5. Enhance customer relationship management and improve service quality and responsiveness.
6. Apply asset management principles to optimize the lifecycle of utility infrastructure.
7. Understand the regulatory environment and governance structures that influence utility performance.
8. Formulate strategic plans for utility growth, resilience, and climate change adaptation.

WHAT YOU WILL LEARN

This course will equip you with the practical tools and strategic mindset to effectively manage and improve the performance of water utilities. You will learn to:

• Analyze and interpret utility performance data using common KPIs (e.g., water coverage, hours of supply, drinking water quality, non-revenue water, revenue collection efficiency, O&M cost coverage, staff productivity – as used by WASREB in Kenya).
• Diagnose causes of high non-revenue water and implement targeted reduction programs.
• Optimize water production and distribution processes to enhance efficiency and reliability.
• Develop financially sound tariff structures that balance cost recovery with affordability for all customer segments.
• Implement effective billing and collection systems, including digital payment solutions.
• Manage utility assets from planning and acquisition to operation, maintenance, and rehabilitation.
• Improve customer satisfaction through enhanced communication, complaint resolution, and service delivery.
• Address service provision in informal settlements, including alternative service models and pro-poor strategies (e.g., in line with WASREB’s KPI 10).
• Develop risk management plans for operational disruptions, natural disasters, and cybersecurity threats.
• Leverage technology and digitalization (e.g., smart meters, SCADA systems, GIS) for operational improvements and data-driven decision making.

DURATION AND PROGRAM

This is a structured training course designed to be highly practical and interactive, focusing on real-world utility management scenarios. The program will blend expert-led lectures, in-depth case studies (with a strong focus on lessons from Water Service Providers (WSPs) in Kenya and other African utilities), interactive workshops, data analysis exercises, and potentially virtual site visits or discussions with utility practitioners. Participants will engage in problem-solving sessions, apply performance analysis tools, and develop elements of a utility improvement plan. The detailed program schedule, including specific session timings and learning activities, will be communicated upon registration.

TARGET PARTICIPANTS

This course is essential for professionals working within or closely with water and sanitation utilities, regulatory bodies, and local governments. It is highly beneficial for:

• Utility Managers and Directors
• Heads of Departments (Operations, Finance, Commercial, Technical, Customer Service)
• Engineers (Water, Wastewater, Hydraulic)
• Financial Managers and Accountants of water utilities
• Customer Service and Commercial Managers
• Regulators and Policy Makers from water sector regulatory bodies (e.g., WASREB, county water departments).
• Local Government Officials responsible for oversight of water utilities.
• Consultants specializing in water sector reforms and utility performance.
• Development Partners and Funders involved in water infrastructure projects.
• Academic Researchers focusing on urban water services.

TRAINING MODULES

The course is structured to provide a holistic and practical understanding of water utility management and performance:

No	Module	Details
1.	Introduction to Water Utility Business and Context	This module sets the stage by outlining the core business of water utilities, the challenges they face, and the overall enabling environment. Key Topics: Overview of the urban water and sanitation service value chain. Global and regional challenges for water utilities (urbanization, climate change, aging infrastructure, financial gaps). The role of water utilities in achieving Sustainable Development Goal 6 (SDG 6). Evolution of water sector reforms and utility models (public, private, PPPs). Introduction to the regulatory framework in Kenya (e.g., Water Act, WASREB mandate and role).
2.	Operational Management and Efficiency	This module delves into the technical and operational aspects of delivering water and sanitation services efficiently. Key Topics: Water source management and raw water abstraction. Water treatment plant operations and quality control. Water transmission and distribution network management: Pressure management, network zoning. Non-Revenue Water (NRW) management: Leakage detection and control, illegal connections, metering. Wastewater collection systems (sewerage) and pump station management. Wastewater treatment plant operations and effluent quality.
3.	Financial Sustainability and Management	This module focuses on the financial health of water utilities, covering revenue generation, expenditure control, and investment. Key Topics: Cost recovery principles and financial viability analysis. Tariff setting methodologies: Balancing affordability, equity, and sustainability. Billing, metering, and collection efficiency strategies. Budgeting, financial planning, and cash flow management. Investment planning and infrastructure financing (public, private, development finance). Asset valuation and depreciation.
4.	Customer Relations and Service Quality	This module emphasizes the importance of customer satisfaction and effective communication in utility management. Key Topics: Customer segmentation and needs assessment. Customer service standards and performance monitoring. Complaint handling and dispute resolution mechanisms. Communication strategies and public awareness campaigns. Addressing service challenges in low-income and informal settlements (pro-poor strategies, alternative service delivery models). Using customer feedback for service improvement.
5.	Performance Monitoring, Benchmarking, and Reporting	This module introduces systematic approaches to measuring, evaluating, and reporting utility performance. Key Topics: Key Performance Indicators (KPIs) for water and sanitation utilities (operational, financial, human resources, service quality). Data collection, validation, and management for performance monitoring. Benchmarking: Internal, external, and best practice comparisons. Performance reporting and communication to stakeholders (e.g., WASREB’s IMPACT Report methodology). Introduction to digital tools for performance management dashboards.
6.	Governance, Human Resources, and Risk Management	This module covers the broader management and governance aspects crucial for a high-performing utility. Key Topics: Corporate governance principles for public and private utilities. Utility-regulator relationship and compliance management. Human resource management: Staff productivity, training, motivation, talent retention. Organizational structure and change management. Risk assessment and management for utilities (operational, financial, reputational, climate risks). Cybersecurity for water utility infrastructure.
7.	Innovation, Resilience, and Future Trends in Water Utilities	This module explores emerging trends, technologies, and strategies for building resilient and forward-looking water utilities. Key Topics: Digital transformation in utilities: Smart water networks, IoT, AI, big data analytics. Climate resilience strategies for utilities: Drought and flood management, energy efficiency, adaptation planning. Water-Energy-Food Nexus in utility operations. Resource recovery from wastewater (energy, nutrients, water reuse). Innovation in service delivery models, particularly for underserved areas. Case studies of utility turnaround and performance improvement in Africa and globally.

TRAINING STYLE

The modules will be taught through PowerPoint presentations, and lectures and will include a case study/field visit, breakout sessions, case studies and other interactive discussion components.

The course will also include a few guest speakers, both in person and via Zoom and other online learning platforms for overseas speakers. This provides useful real-world insights alongside the more theoretical aspects of the course.

The conference faculty shall consist of experienced decision makers, as well as practitioners and representatives from established educational and research institutions active around climate change, engineering and international development. Throughout the course, theoretical presentation of concepts will be moderated and more group discussions and plenary engagements will be optimized. PowerPoint presentations will be made by facilitators and resource persons, to highlight key concepts before embarking on group work.

GENERAL NOTES

• Training manuals and additional reference materials are provided to the participants.
• Upon successful completion of this course, participants will be issued with a certificate.
• We can also do this as a tailor-made course to meet organization-wide needs. Contact us to find out more: info@ecasiafrica.org.
• Payment should be sent to our bank account before the start of training and proof of payment sent to: info@ecasiafrica.org.

ABOUT ECAS INSTITUTE

The ECAS Institute designs and delivers independent and targeted training, research, and consulting services. Our work focusses on climate change and resilience building, carbon markets, renewable energy, nature-based solution, biodiversity conservation, agriculture and food systems, We are located in Nairobi Kenya and work across the African region. We have implemented training and research assignments in Kenya, Tanzania, Uganda, South Sudan, Somalia, Malawi, Rwanda, Congo, and South Africa. Globally, we have supported our partners from the UK, Denmark, Italy, Sweden, Germany, and USA.