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Anne Gacheri Muthamia

Corresponding Author, Athi Water Services Board

Assumpta Kagiri

Jomo Kenyatta University of Agriculture and Technology


Nairobi City Water & Sewerage Company is the main service provider of water services in Nairobi. It is mandated to manage water resources and distribution of safe and clean water to all the residents of Nairobi. The major problem the Company faces is that despite the massive investments carried out in the sector in the last few years, and the many reforms, no tangible results have been felt. Water shortages and rationing are the order of the day for the city residents. Therefore, the main objective of this study was to assess the factors that hamper the efficiency of service provision by the Nairobi City Water and Sewerage Company. The study also sought to establish the influence of Information and communication Technology and infrastructural development on the efficiency of water services provision by the Nairobi City Water and Sewerage Company. The study adopted a descriptive research design. The target population of this study was 1096 individuals working at NCWSC. This study used stratified random sampling to select 10% of the target population and the sample size was 110 individuals. Primary data was collected by use of structured questionnaires. This study used Statistical package for social science (SPSS) analysis software, version 21 to analyze data. Quantitative data was analyzed by use of inferential statistics and descriptive statistics like measures of central tendencies (mean), measures of dispersion (standard deviation), percentages and frequencies were used to tabulate the information. Further, inferential statistics (correlation analysis) was used to establish the relationship between variables. On the other hand, content analysis was used to analyze qualitative data. Data was then presented in tables, pie charts and bar charts. This study established that infrastructural development was the most significant factor influencing water services provision, followed by public-private partnership and ICT while financial sustainability was the least significant factor. This study therefore recommends that the company as well as other water providing companies should adopt information communication and technology in opening and closing of water valves, meter reading and in the regulation of discharge and pressure.

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