Performance evalution of water supply services in Kigali city

Abstract

This study aims to evaluate the performance of water supply services in Kigali City, focusing on key aspects such as demand fulfillment, customer satisfaction, impacts of water shortages, and water quality compliance. The objectives of the study are fourfold:(1)To evaluate whether the water supply meets the daily demands of homes and business in Kigali City,(2)To measure the level of satisfaction among customers with the water supply services,(3)To assess the main impacts of water shortage on residents of Kigali City ,and (4)To ensure that the quality of final water delivered to customers complies with established water quality standards. The methodology employed in this research includes both quantitative and qualitative approaches. Data collection was conducted through household surveys, and field observation to gather comprehensive insights into water supply situation. Additionally, water quality tests were performed to verify compliance with established standards. The household surveys aimed to capture customer satisfaction levels and the perceived impacts of water shortage. The Kigali water supply system produced 120,476,413 L/d in 2023, below the initial demand of 390,612,280 l/d. Customers were mostly satisfied with the taste and smell of water, but dissatisfied with the color. The survey results showed 48.75% of respondents rated water bills as average, 28.44% as high, 11.56% as very high, and 11.25% as low. All respondents agreed on the need to address access to clean and safe water for all. The finds from this study are expected to provide valuable insights into the current performance of Kigali‘s water supply services, highlight areas requiring improvement, and inform policy decisions to enhance water service delivery in the City. By achieving these objectives, the study aims to contribute to the overall goal of ensuring reliable and high water quality supply for all resident of Kigali C