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An Assessment of the Service Delivery of Gwcl/Avrl in the Sunyani

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An Assessment of the Service Delivery of Gwcl/Avrl in the Sunyani AN ASSESSMENT OF THE SERVICE DELIVERY OF GWCL/AVRL IN THE SUNYANI MUNICIPALITY BY EGYIN, YVONNE BATHSHEBA (Mrs) (PG 3060309) A Thesis submitted to the Institute of Distance Learning, Kwame Nkrumah University of Science and Technology in partial fulfillment of the requirements for the degree of COMMONWEALTH EXECUTIVE MASTERS OF BUSINESS ADMINISTRATION APRIL 2011 DECLARATION I hereby declare that this submission is my own work towards the Executive Masters of Business Administration and that, to the best of my knowledge, it contains no material previously published by another person nor material which has been accepted for the award of any other degree of the University, except where due acknowledgement has been made in the text. Yvonne Bathsheba Egyin (Mrs.) ___________ ___________ (PG 3060309) Signature Date Certified by: Mr. Jones Lewis Arthur _____________ ___________ (Supervisor) Signature Date Certified by: Prof. I. K. Dontwi _____________ ____________ (Dean, IDL) Signature Date ii ABSTRACT The water supply sector in Ghana faces a lot of problems, partly due to a neglect of the sector over a long period with tariffs at a low level which was far from reflecting the real cost of the service. Economic efficiency still remains below the regional average, resulting in a lack of financial resources to maintain and extend the infrastructure. This thesis assessed the challenges facing water supply in the Sunyani Municipality. A structured questionnaire along with personal interviews was used to collect primary data from GWCL/AVRL staff and households served by the GWCL which was divided into 3 baseline communities. The study showed that water supply was being rationed in the Municipality and the major complaint on the quality of water was with the colour. Complaints were mostly made in person (80%) and the attitude of GWCL/AVRL staff to complaints was poor. However, meter readers were generally found to be customer friendly with (62%) of the customers satisfied with the meter readers. Customers perception of the price of water was moderate (55%) and an increase in the water tariff without significant improvement in quality would create problems. Finally, some of the reasons for the inefficiency in water delivery were obsolete machines, frequent pipe bursts and power outages among others. The study concluded that water shortages affected both domestic and commercial activities and was a source of truancy in school children and also accounted for the use of untreated and contaminated water leading to water borne diseases in the Municipality. iii DEDICATION I dedicate this work to God Almighty, my husband, Mr. Kodwo Boakye Egyin, Mr. Jones Lewis Arthur, and my children Kow, Araba and Kurankwesi through whose sacrifice, support and encouragement I have come this far. iv ACKNOWLEDMENTS As always, I thank Almighty God for everything He has done in my life, His provision of health, protection and the means to pursue this programme. I wish to express my profound gratitude to Mr. Jones Lewis Arthur the Executive Director of Brong Ahafo Research and Extention Centre (BAREC) for accepting the task of supervising this research work and for his support and direction. Mr. Kodwo Boakye Egyin my husband, your assistance to me has really helped me, I appreciate your time, practical help and contribution to this work. I also wish to acknowledge Mr. Clement Kuusoyir the Sunyani Cemba Cordinator and Mrs. Theresa Osei Kofi, Administrator Accra Guest House (KNUST) for a s special contribution towards my programme. My gratitude is as well extended to all my course mates, especially Mr. Emmanuel Amoabeng, Owusu Sekyere Abonyawa, Mrs. Elizabeth Tenkorang, Constance Baaba Boateng. I am grateful to the authorities of GWCL for Special help they gave me. I remain grateful to you all, May God bless you. v TABLE OF CONTENTS Contents Page Title Page i Declaration ii Dedication iii Acknowledgement iv Abstract v Table of Contents vi List of Tables x List of Figures xi Glossary of Abbreviations xii CHAPTER ONE: INTODUCTION 1 1.1 Background of the Study 1 1.2 Problem Statement 5 1.3 Objectives of the Study 6 1.4 Research Questions 6 1.5 Significance of the Study 7 1.6 Limitation of the Study 8 1.7 Organization of the Study 9 vi CHAPTER TWO: LITERATURE REVIEW 10 2.1 Introduction 10 2.2 Historical Development of GWCL 10 2.2.1 Organisational Structure and Management 12 2.3 Partnership forms in Small Towns 13 2.3.1 Public-Public: DA/WSDB with hired professional staff 14 2.3.2 Public-Private: DA/WSDB and PO 14 2.3.3 Public-Public: GWCL/DA/WSDB with hired professional staff 14 2.4 Actors in Partnerships in the Small Towns‟ Water Sector 15 2.4.1 The Public Sector 15 2.4.2 The Private Sector 16 2.4.3 External support Agencies 17 2.4.4 Households 20 2.5 Previous Framework for assessing Partnership 21 2.6 Measuring the performance of water services 23 2.6.1 Revenue Collection Efficiency 25 2.6.2 Customer Satisfaction 26 CHAPTER THREE: METHODOLOGY 27 3.1 Introduction 27 vii 3.2 Research Design 27 3.3 Population 27 3.4 Sample Size 28 3.5 Sampling Procedure 29 3.6 Research Instrument 29 3.7 Administration of Questionnaire 31 3.8 Analysis of Data 32 CHAPTER FOUR: DATA ANALYSIS AND DISCUSSION OF RESULTS 33 4.0 Introduction 33 4.1 Respondents Characteristics 33 4.1.1 Demographic Data 33 4.1.2 Educational level of Respondents 34 4.2 Flow Condition 35 4.2.1 Household Size 35 4.2.2 Consumer Assessment on Water Flow Condition 36 4.2.3 Consumer Perception about the GWCL/AVRL Flow Satisfaction 37 4.3 Customer Perception about Quality of Water 38 4.4 Customer Impression about the Water Bill 41 4.5 Customer Perception on Customer Care 43 viii 4.5.1 Customer Assessment on Mode of Complaints 43 4.5.2 Customer Satisfaction with Responses 46 4.5.3 Customer Perception on Notification to Service Interruption 48 4.5.4 Customer Assessment on Attitude of GWCL/AVRL Meter Staff 49 4.6 Issues with Water Shortages 50 4.7 Analyses of Responses by the GWCL Officials 53 4.7.1 Demographic Data of GWCL Officials 53 4.7.2 Educational Background 54 4.7.3 Effects of Inadequate Water Supply 54 4.7.4 Reasons for Inefficiencies in Water Supply 57 CHAPTER FIVE: SUMMARY OF FINDINGS, CONCLUSION AND RECOMMENDATIONS 61 5.0 Introduction 61 5.1 Summary of Findings 61 5.2 Conclusion 63 5.3 Recommendations 65 REFERENCES 67 APPENDICES 78 ix LIST OF TABLES Page 4.1 Unit Household Size 36 4.2 Mode of Complaint 46 4.3 Satisfactory Responses 48 4.4 Consumers Assessment on Notification of Service Interruption 49 4.5 Issues with Water Shortages 51 4.6 Issues with Water Shortages 55 4.7 Reasons for Inefficiencies in water Supply 57 x LIST OF FIGURES Page 4.1 Sex and age distribution of respondents 34 4.2 Respondents educational level 35 4.3 Hours of flow in a day 37 4.4 Consumers assessment on satisfaction of flow condition 38 4.5 Consumer perception on taste of water 39 4.6 Consumer perception on smell of water 40 4.7 Consumer perception on colour of water 41 4.8 Consumer perception about water bill 43 4.9 Mode of complaint 45 4.10 Satisfactory responses 47 4.11 Notification of service interruption 49 4.12 Consumer assessment on the meter readers 50 4.13 Sex and age distribution of GWCL staff 53 4.14 Educational levels of staff 54 xi Glossary of Abbreviation AVRL: Aqua Vitens Rand Limited AWWARF: American Water Works Association Research Foundation CWSA: Community Water and Sanitation Agency DA: District Assembly DANIDA: Danish International Development Agency DCD: District Coordinating Director DCE: District Chief Executive EPA: Environmental Protection Agency ESA: External Support Agency GPRS: Growth and Poverty Reduction Strategy GoG: Government of Ghana GWCL: Ghana Water Company Limited GWP: Global Water Partnership GWSC: Ghana Water and Sewage Corporation HH: Household HDW: Hand Dug Well ISODEC: Integrated Social Development Centre MDAs: Ministries, Departments and Agencies MLGRDE: Ministry of Local Government, Rural Development and Environment MWRWH: Ministry of Water Resource, Works and Housing NWP: National Water Policy xii NGO: Non-Governmental Organization NCWSP: National Community Water and Sanitation Program NCWSP: National Community Water and Sanitation Program NWP: Netherlands Water Partnership NEPAD: New Partnership for African Development O & M: Operation and Management PC: Private Connection PO: Private Operator PSP: Private Sector Participation PSI: Private Sector Involvement PPP: Public Private Partnership PPIAF: Public Private Infrastructure Advisory Facility PSP: Private Sector Participation PURC: Public Utility Regulatory Commission SMA: Sunyani Municipal Assembly STWS: Small Town Water System STWSS: Small Town Water Supply System STWP: Small Town Water Project UFW: Unaccounted for Water USAID: United States Agency for International Development UNCHS: United Nations Centre for Human Settlements UNDP: United Nations Development Programme WHO: World Health Organization WRC: Water Resource Commission xiii WSSCC: Water Supply and Sanitation Collaborative Council WTP: Willingness to Pay WWC: World Water Council WUP: Water Utility Partnership WSS: Water Supply System WSP: Water and Sanitation Programme WSDB: Water and Sanitation Development Board xiv CHAPTER ONE INTRODUCTION 1.1 Background of Study “All people, whatever their stage of development and their social and economic conditions, have the right to have access to drinking water in quantities and of a quality equal to their basic needs”(UN, 1977). Water is the most important of all public services. It is the most essential necessity of life after oxygen. Anything that disturbs the provision and supply of water therefore tends to disturb the very survival of humanity.
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