Urban Water and Sewerage
Water and sewerage utilities in many African and South Asian cities are currently undergoing significant reform based on the principles of cost recovery, commercialisation and demand.
These utilities are mandated to provide sustainable services to all consumers residing in the city, including the poor. Each must adopt effective management and business strategies to meet the challenge.
Successful international companies, including those in the water sector, have found that a key to success is having a clear customer focus underpinned by an ongoing commitment to raise standards and provide quality services.
These companies recognise that sustainable competitive advantage can be achieved through customer-focused decision making and carefully designed and implemented customer relations management programmes. This publication looks at these approaches and provides an introduction for urban water and sewerage authorities in developing countries.Attachment: