Story by, Paul Mensah Nsor
Ghana Water Limited unveiled an ambitious strategy to address critical commercial water losses that have been undermining the nation's water supply infrastructure. Managing Director Hon. Adam Mutawakilu delivered a powerful opening address that highlighted the urgent need for collaborative action across multiple sectors.
The workshop, supported by key partners including the World Bank Group, brought together representatives from regulatory bodies, local government, law enforcement, media, and community stakeholders to tackle the pervasive issue of water theft and revenue leakage.
"Commercial water losses are not just a financial challenge, but a critical threat to our ability to provide safe, reliable water to all Ghanaians," Mutawakilu emphasized. The company's investigations revealed significant revenue losses through illegal connections, meter bypassing, and non-payment, which have severely impacted the organization's operational capabilities.
Key strategies outlined include:
- Establishing dedicated revenue enhancement teams
- Mapping commercial loss hotspots
- Strengthening partnerships with law enforcement
- Implementing transparent billing practices
- Mobilizing community support to combat water theft
Regulators, local government officials, and media partners were called upon to play crucial roles in enforcement, public awareness, and community education. The workshop represents a pivotal moment in Ghana's water management strategy, with a clear commitment to transforming challenges into opportunities for sustainable water delivery.
Ghana Water Limited has set ambitious goals to expand water access, improve customer satisfaction, and ensure every drop of water reaches its intended user, marking a new era of accountability in the nation's water sector.
Dr. Ing. Richard Otoo, Greater Accra East Regional Manager, unveiled a comprehensive strategy to overhaul customer experience at Ghana Water limited. The initiative focuses on addressing long-standing challenges in utility service delivery through innovative technological solutions.
At the heart of the transformation are smart meters utilizing cutting-edge ultrasonic technology. Unlike traditional mechanical meters with multiple moving parts, these new devices offer unprecedented accuracy in water consumption measurement. Dr. Otoo highlighted the meters' ability to eliminate issues of wear and tear, while also preventing potential meter tampering by customers.
The company has also introduced the Baili digital payment system, a game-changing approach to bill payment. Customers can now settle their water bills from the comfort of their homes or while traveling, using multiple digital channels including mobile money, bank transfers, and Visa card payments. This eliminates the need to visit physical pay points, significantly improving convenience for consumers.
Dr. Otoo was candid about the challenges facing the utility company, acknowledging that some issues stem from customer behavior. However, he emphasized a collaborative approach, calling on customers to become partners in the company's transformation journey.
The digital transformation represents a significant leap forward for Ghana Water Company, demonstrating a commitment to technological innovation, customer convenience, and operational efficiency. By addressing historical pain points and introducing user-friendly solutions, the company aims to redefine utility service delivery in the region.
As the utility sector continues to evolve, Ghana Water Company's approach serves as a potential model for other service providers looking to enhance customer experience through technology and strategic innovation.
The World Bank Group was praised for its continued support through projects like the Greater Accra Metropolitan Area Sanitation and Water Project, which has been instrumental in supporting infrastructure improvements.