Global Outlook on Water and Sanitation Service Providers - GWOPA

Pleased to have been responsible for Chapter 3 of this report, looking at innovation in water service providers. With a particular focus not on 'innovative innovations', that is getting excited about new information technology (though there is some of that), but suggesting the real innovation needed is to enable utilities to actually do their job - which is what their staff well understand but rarely feel empowered to deliver.

So much of Chapter 3 is based on the experiences of outstanding service providers where leadership has genuinely enabled, empowered, motivated staff to deliver the services their customers want and deserve. Special references in the Chapter to:

National Water and Sewerage Corporation, Uganda (www.nwsc.co.ug/) - This case draws upon publications by two systems leaders, Dr William Muhairwe and his successor Dr Silver Mugisha. Both books are available online and in print from IWA Publishing: William Muhairwe (2009) Making Public Enterprises Work: From Despair to Promise - A Turn Around Account ; Silver Mugisha (2019) Sustaining High Performing Public Enterprises: Case Study of National Water and Sewerage Corporation, Uganda

Phnom Penh Water Supply Authority, Cambodia (www.ppwsa.com.kh/en/) - Dr. Ek Sonn Chan joined Phnom Penh Water Supply Authority in 1993 as the General Director and his leadership was critical to the turnaround of the utility. The case draws mainly on a 2009 interview looking back at the turaround (Chan, E S, &  Mukherjee, 2009).

Water Company of Odisha (WATCO) Odisha (www.watcoodisha.in) - The Water Company of Odisha is a state government owned, not-for-profit company under the Odisha Housing & Urban Development Department. Its Principal Secretary Mr. G Mathi Vathanan was a driver behind the city of Puri becoming the first 24/7 ‘drink from tap’ city in India: G. Mathi Vathanan (2024) People first – How Odisha’s Drink from Tap Mission Quenched Every Thirst. Rupa Publications India.

Patrick Moriarty, Chief Executive Officer of IRC International Water and Sanitation Centre, welcomed the report’s emphasis on whole-system strengthening: “This evidence reinforces what the WASH community has long known: utilities are the backbone of service delivery systems. Without coherent policy, realistic financing and coordinated support, they simply cannot fulfil their mandate. The seven pathways resonate strongly with IRC’s vision for resilient WASH systems and offer governments and partners a decisive, actionable blueprint to drive lasting change.”