The 5-year Program for Results (PforR) is a World Bank financing framework supporting the transformation of four Commercial Utilities (CUs) in Zambia under the Zambia Water Supply and Sanitation Services in Growth Centres Program (P509550). Through a financial agreement entered into by the Ministry of Finance on behalf of the participating utilities, the program is designed to improve utility efficiency, service delivery performance, and long-term sustainability.
The participating Commercial Utilities are:
- North Western Water Supply and Sanitation Company Limited (NWWSSCL)
- Kafubu Water Supply and Sanitation Company
- Western Water Supply and Sanitation Company
- Luapula Water Supply and Sanitation Company
NWWSSCL Transformation Objectives and Results Pathway
NWWSSCL’s transformation agenda is informed by a comprehensive set of diagnostic and analytical inputs, including the Utility of the Future (UoF) Diagnostic, the Improved Theory of Change (I-TOC) assessment, and Program Assessments conducted under the PforR framework.
The UoF Diagnostic identified performance gaps across key operational domains—namely financial sustainability, service delivery efficiency, customer management, asset maintenance, and human resource capacity. It further established the need for a structured transformation journey to reposition the utility as a financially viable, customer-oriented, and environmentally responsible service provider, aligned with a long-term vision of becoming a world-class water utility.
Building on the diagnostic, the I-TOC analysis mapped the transformation pathways and linked strategic objectives to measurable outcomes, including:
- 1Improved water quality compliance
- 2Enhanced service coverage
- 3Strengthened corporate governance
- 4Operational cost recovery
In addition, Program Assessments guided the prioritisation of interventions by highlighting systemic challenges and institutional weaknesses impacting performance. These include aged water meters, high Non-Revenue Water (NRW), low customer base, high staff ratio, low collection efficiency, and inadequate sanitation coverage.
Strategic Focus Areas
Collectively, these assessments underpin NWWSSCL’s transformation objectives, which focus on:
- 1Enhancing operational efficiency
- 2Achieving financial sustainability
- 3Improving customer satisfaction
- 4Strengthening institutional capacity
- 5Ensuring sustainable water and sanitation service delivery across all service areas
Key Performance Indicators (KPIs)
To drive measurable progress under the Performance Improvement Action Plan (PIAP), the following Key Performance Indicators (KPIs) have been developed:
Pro-Poor Service Commitment
As part of its commitment to inclusive service delivery, NWWSSCL intends to internalise the Pro-Poor Services Commitment approach through ongoing strategies under the Rural Water Supply and Sanitation Strategies. These initiatives are designed to ensure that vulnerable communities receive equitable access to water and quality sanitation services and are not disadvantaged in accessing company services.
This commitment complements the company’s broader direction as articulated in its vision, mission, and strategies, and operationalises the policy and strategy for Social Inclusion and Gender Mainstreaming (SIGM).