NORTHERN REGION WATER BOARD

METER SURVEY REPORT

Prepared by:WATER AND SANITATION CENTER OF EXCELLENCE

-MZUZU UNIVERSITY

MARCH 2012

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EXECUTIVE SUMMARY

This is a report of the meter survey that was conducted in Mzuzu zone of the Northern Region

Water Board (NRWB) with the aims of establishing the number of meters with individual

identification details, The survey also involved identifying unbilled meters long disconnected

meters stuck meters and illegal connection, and collection of data on geo-referencing for all

meters using GPS for use in the development of a map that of all meters in the zone. The survey

methodology included literature review of the existing documents and pre-survey meeting with

the Board staff for the development of the tools which included a questionnaire and checklists.

The questionnaire was administered to all the 17000 customers in the zone.

It has been established that 11,267 meters are working properly, 40 are unbilled meters, 613 are

long disconnected meters and 13 meters are buried. In addition, 27 meters are damaged, 200

meters are leaking and that 1173 are stuck meters which contribute to high levels of unaccounted

for water. Illegal connections were not recorded in Mzuzu zone. The survey team has also

developed a register of all meter numbers and the owner, in this case referring to the person

responsible for making payments. The register has been compiled in an easy to use computer

software, where users can access any information or details about any particular meter just by

typing in the number of the meter or the name of the user.

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ACKNOWLEDGEMENTS

The Water and Sanitation Center of Excellence would like to thank NRWB for having entrusted it with the task of conducting the meter survey. The Centre would also like to thanks the project team, enumerators and NRWB staff for their cooperation and support.

Acknowledgements might include names of Key players and other participants, the University for their

support of such activities, cooperation from NRWB staff during the preliminary stages

Associate Professor Golden Msilimba

April, 2012

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TABLE OF CONTENTS

EXECUTIVE SUMMARY 2

ACKNOWLEDGEMENTS 3

TABLE OF CONTENTS 5

LIST OF TABLES 7

LIST OF FIGURES 7

CHAPTER 1 8

1 INTRODUCTION 8

1.1 Brief Introduction...........................................................................................................................8

1.2 PROJECT DESCRIPTION............................................................................................................8

1.2.1 Background................................................................................................................................8

CHAPTER 2: 12

2 OBJECTIVES AND SCOPE OF THE METER SURVEY 12

2.1 Objectives....................................................................................................................................12

2.2 Scope of the Study.......................................................................................................................12

2.2.1 Customer payment pattern and behaviours..............................................................................13

2.2.2 Alternative water sources.........................................................................................................14

2.2.3 Development of customer register...........................................................................................14

CHAPTER 3 16

3 METHODOLOGY 16

3.1 Introduction..................................................................................................................................16

3.2 Study approach.............................................................................................................................16

3.3 Data collection methods...............................................................................................................16

3.3.1 Literature review and consultations.........................................................................................17

3.4 Household interviews...................................................................................................................17

3.4.1 Survey Area.............................................................................................................................17

3.4.2 Sampling..................................................................................................................................18

3.4.3 Key informant interviews........................................................................................................19

3.5 Data analysis................................................................................................................................19

CHAPTER 4 21

4 VALIDATION OF EXISTING METERS 21

4.1 Introduction..................................................................................................................................21

CHAPTER 5 22

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5 CUSTOMER PERCEPTIONS AND WILLINGNESS TO PAY BILLS 22

5.1 Introduction..................................................................................................................................22

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LIST OF TABLES

Table 1: Sex of owners of existing meters………………………………………………………17

Table 2: Type of ownership……………………………………………………………………..17

Table 3: Educational qualification of existing meter owners…………………………………...17

Table 4: Type of existing meters………………………………………………………………...19

Table 5: Reasons for non availability of meters………………………………………………...19

Table 6: Times of disconnection this year………………………………………………………22

LIST OF FIGURES

Figure 1: Occupation of existing meter owners.........................................................................................18Figure 2: Type of locations........................................................................................................................18Figure 3: Reason for long period of disconnection....................................................................................20Figure 4: Status of existing meters............................................................................................................20Figure 5: How long it takes to pay for reconnection..................................................................................22Figure 6: Sources of water after being disconnected.................................................................................23

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CHAPTER 1

1 INTRODUCTION

1.1 Brief Introduction

The Meter Survey was conducted by the Water and Sanitation Centre of Excellence (WATSAN)

of the Mzuzu University. WATSAN comprises a team of experienced and specialized

individuals in different areas of expertise. These experts are all working at Mzuzu University and

are leading various projects in their respective realms of knowledge and expertise. Mzuzu

University is one of the two public universities in Malawi whose mission is to provide quality

education, training, research and complementary services to meet technological, socio and

economic needs of individuals and communities in Malawi. There are a lot of research activities

being done by the members in the quest to respond to problems faced by Malawians. Most of the

members in the WATSAN team lead research projects and are involved in consultancy services

in the areas of water resources management and sanitation. Most members in the WATSAN

team have a number of publications in both locally and internationally peer reviewed journals.

1.2 PROJECT DESCRIPTION

1.2.1 Background

The Northern Region Water Board (NRWB) was established as a body corporate (i.e. separate

and distinct from the Ministry of Irrigation and Water Development (MoIWD)) with perpetual

succession and common seal, under the Waterworks Act Number 17 of 1995. The Act mandates

the Board to supply potable water and water borne sanitation services to the urban and peri-urban

communities in the Northern Region. The Act also mandates the Board to operate as a profitable,

efficient and commercially viable business as its financial objective. The Board is expected to

generate adequate revenues that will make its business stable, sustainable and therefore develop

appropriate and optimal business policies, strategies that will achieve its financial objective

(Northern Region Water Board, 2008).

The issue of utility performance and efficiency in operations is crucial and key to achieve water

demand management objectives of the NRWB. Unbilled meters, unattended leakages, ineffective

metering as well as high numbers of illegal connections, stuck meters and by-passes are some of

the factors contributing to high unaccounted for water (UFW) for NRWB. Similarly, in the

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Southern African region many of the existing bulk and retail water supply schemes in almost all

the countries are characterized by inadequate operation and maintenance, high levels of UFW,

inappropriate tariffs as well as poor billing and collection systems (Rothert and Macy, 2000).

Unaccounted for water often constitutes a major problem in the water supply systems, resulting

in considerable loss in revenues, creating excessive production and reducing the available water

to customers (SIDA, 2000). According to Schwartz (2006), high levels of UFW indicate

inefficiency on the side of a water utility. Many water utilities in low-income countries, in an

effort to revamp their performance efficiency often begin with heavy infrastructural investment

projects (Mugisha, 2007). Schwartz (2006) indicates that operation and maintenance in water

supply in developing countries has a low, and usually an inferior profile as compared to new

construction and system extension. With the increasing international trend towards

sustainability , economic efficiency and protection of the environment , the problem of losses

from water supply systems is of major interest world-wide (Lambert and Hirner, 2000; Savenije

& Van der Zaag, 2002; Gumbo and Van der Zaag, 2002). Both the technical and the financial

aspects are receiving increasing attention, especially during water shortage or periods of rapid

development.

High levels of UFW significantly lead to poor utility performance and efficiency. According to

observations by Brooks et al. (2001) the solution to most of the problems is to further increase

supply to meet demand but at the same time ‘covering’ gross inefficiency in the systems. Studies

have shown that water loss (un-accounted for water) is a problem for all water utilities world

wide (Balkaran and Wyke, 2003). Water loss as defined by Lambert (2003) is the difference

between system input volume and authorised consumption consisting of real and apparent losses.

Apparent losses consists of unauthorised consumption and metering inaccuracies while real

losses include water lost through all types of leaks, bursts and overflows on mains, service

reservoirs and service connections, up to the point of customer metering (Lambert, 2003).

Apparent and real losses are also known as commercial and physical losses respectively

(Kingdom et al., 2006). A combination of water losses and unbilled authorised consumption

form non-revenue water. Non-revenue water in developed countries lies between 15% and 30%

(Ismail and Puad, 2006). Khatri and Vairavamoorthy, (2007) report that in developing countries

water losses ranges from 40% to 60% of the total water supplied while in Southern Africa urban

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water supply utilities, un-accounted for water (UFW) ranges from 16% to 65% (DFID, 2003).

Proposed targets for un-accounted for water for well performing water supply utilities lie

between 15% and 25% for developing countries (Tynan and Kingdom, 2002; van der Zaag,

2003; Gumbo, 2004). It can be concluded therefore that effective management of water resources

for urban water utilities especially for developing countries still remains a challenge as un-

accounted for water is still above permissible levels.

NRWB operates as a full commercial entity, charging full cost recovery rates for all the services

rendered, thereby ensuring financial self-sufficiency (Malawi Government, 1995). The major

challenges to the utility include rising operating costs due to ever increasing cost of inputs,

increasing water demand due to population growth rate of Mzuzu zone estimated at 4.4 %(NSO,

2009), aging and poor state of infrastructure leading to high system losses, a culture of non-

payment for services by customers leading to inadequate collection of revenue, lack of resources,

the lack of power generating capacity by the electricity supply utility and the resultant frequent

blackouts negatively affecting the delivery of water services where water has to be pumped over

a static head of more than 1km and a distance of 40 km (AfDB/OECD, 2007). There is also

increasing frustration on the part of public customers who need the water for domestic purposes.

Therefore, WATSAN was hired by NRWB to conduct a meter survey and further to that,

WATSAN also determined various aspects related to usage of NRWB water such as customer

willingness to honor water bills, alternative water sources when disconnected, problems

customers face when using NRWB water and proposed solutions.

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CHAPTER 2

2 OBJECTIVES AND SCOPE OF THE METER SURVEY

2.1 Objectives

The main objective of the assignment was to carry out meter survey in Mzuzu Zone only as a

pilot project with a possibility of extending to other zones and Schemes in phases

The Meter Survey had the following specific objectives:

1. To validate the existing numbers of meters so as to update customer list.

2. To develop a list of stuck meters which the Board can use to plan for replacement

servicing.

3. To give an independent guide as on the number of illegal connections in the Zone so that

appropriate action can be taken the Board.

4. To Develop a register of all meters for the customers within the zone.

5. To develop a map for all water connections in the Mzuzu Zone

2.2 Scope of the Study

The WATSAN team reviewed the board documents and reports, consulted various staff

members, especially those that are in Customer Service Section and those responsible for billing

including the zone manager, supervisors and meter readers. WATSAN conducted a meter survey

to establish customer details, functionality of meters including stuck, unbilled, long

disconnected, buried, and damaged meters. The team assessed the payment patterns and the

general perception amongst customers on the quality of service rendered by the Board, including

the frequency with which they receive bills, the period it takes for them to pay-up their bills,

other sources of water and general problem they face with NRWB water. The team also

conducted mapping of the sub-zone in Mzuzu indicating where every customer is located.

2.2.1 Meter types and functionality

WATSAN team assessed physically the meter types and functionality (working properly, stuck,

damaged, buried, etc) of all meter s in Mzuzu Zone.

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2.2.2 Customer payment pattern, behavior and problems

WATSAN assessed the extent to which customers honour their bills and what motivates them to

pay their bills. The consultants assessed the overall problems customers face with using NRWB

water, which may affect their pattern of honouring their bills

2.2.2 Mapping

The Centre established the geographic position of all meters through the use of hand held GPS

which takes grid coordinates. These coordinates were entered into the GIS system that uses Arc

Map for map production. It is expected that the map for all customers will be developed once all

meters have been mapped.

2.2.3 Alternative Water Sources

This was done to establish whether residents for Mzuzu City have other water sources which

may in turn affect their ability to get reconnected after disconnection.

2.2.4 Development of Customer Register

This was done by taking names and contact details of customers in Mzuzu zone. The contact

details included physical addresses, e-mail addresses, telephone numbers, location and onsite

attributes among others.

2.3 Rationale for Meter Survey

The Northern Region Water Board (NRWB) has until recently been making a lot of losses in

unpaid bills and lack of proper records due to the following reasons:

1. Illegal connections,

2. System losses.

3. Untraced customers

4. Malfunction of meters. etc

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There have been a number of times where customers have been using NRWB water without

billing and without any disconnection. It was in view of this that NRWB hired WATSAN to

conduct a Meter Survey.

Meter survey, especially where an independent consultant (WATSAN) is hired, contributes to

the development of lessons learnt that can lead to corrective action or improvements on service

delivery. The involvement of NRWB staff in analyzing problems, constraints and obstacles,

assisted in proposing solutions. Their sense of ownership to the process, assisted in introducing

changes in the management of information systems and customer service..

The meter survey also provides feedback for lessons learnt that can help NRWB staff to improve

service delivery.

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CHAPTER 3

3 METHODOLOGY

3.1 Introduction

This chapter presents the approaches and methods used in the meter survey. It details the data

collection techniques, sampling and data analysis used.

3.2 Study approach

In order to carry out the survey, the approach was to get a clear understanding of the operations

of NRWB, especially from Billing, Customer Service and Information Technology Sections.

Lessons were drawn at every stage of the survey process and these were used to draw

recommendations to guide future operations so that communities around the areas benefit.

3.3 Data collection methods

The study employed a variety of data collection methods and sources to ensure that information

generated is adequate and triangulated. The study employed both qualitative and quantitative

methods that included literature review and consultations, beneficiary household interviews, and

key informant interviews. A visual observation was also conducted of each meter to verify its

type as well as the functionality (working properly, stuck, damages etc)

3.3.1 Literature review and consultations

WATSAN conducted a desk/document review in order to obtain preliminary necessary

information of the Board’s number of meters and locations as part of the familiarization process.

WATSAN also physically verified the meters on the assets register in order to prepare a report

on any variances established during the process. The cadastral map of the distribution grid was

reviewed to be familiarized on the main distribution system, secondary distribution and the

actual consumption points to understand the possibility of illegal connections in the system. The

desk study involved a review of a number of NRWB documents. The main purpose of this phase

was to understand the operations of the NRWB, especially the billing systems, delivery of bills,

and establish the various subzones in Mzuzu zone, and the number of customers and levels.

Hence reviews were mainly done on existing Board documents and reports and strategic plan. A

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consultative meeting was also held with the NRWB staff to get their views on challenges they

face, especially when dealing with customers.

Based on the literature review and consultations, tools (checklists and questionnaires) were

developed. The data collection tools captured the key issues associated with the relevance;

effectiveness; efficiency; impact; and sustainability of the program. Consultative meetings with

Board and secretariat were held to discuss the tools, and sampling used in the study

3.4 Household interviews

3.4.1 Survey Area

The interviews were conducted in all locations in Mzuzu zone only as a pilot project. These

locations were Luwinga, Lupaso, Nkhorongo, Ekwendeni, Dunduzu, Katoto, Katawa,

Mchengautuwa, Chibavi, Chiwanja, Chinese Garden, Mzuzu Government, Mzuzu Technical

College, Ching’ambo, Chiputula, zolozolo, Botanical, Hill Top, Masasa, ADMARC, Sonda,

Mphaka, Chilumba, Salisbury line, Area 1B, City Centre, Moyale, Viphya Secondary School,

Kaning’ina and Msongwe.

3.4.2 Sampling

A total of 17, 000 households (meters) were targeted and interviewed in this survey. The survey

used 100% population of the customers under NRWB. The study was divided into three sections.

Firstly every household had its details recorded using a questionnaire for the development of the

customer register. Secondly, 30% (5100) of the total population had to be interviewed further to

determine the consumers’ perception for using NRWB water. This sample was determined using

a simple random sampling procedure in each sub-zone. The third section was the GIS data

collection for the development of the map for customers of NRWB in Mzuzu zone

3.4.2.1 Training and pretesting

The study engaged enumerators and field supervisors to conduct the data collection process. To

avoid interviewer errors, the enumerators went through training on the importance of adhering to

research ethics and how to collect the required information from the respondents that is very

confidential. The enumerators were also drilled on how to conduct interviews using standard

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procedures. The enumerators together with researchers also went through the questionnaire to

ensure that they fully understand the content and the information that the researcher was

interested in. The training process also translated the questionnaires that were formulated in

English into Chichewa and Tumbuka for easy communication with the respondents. After the

training the questionnaire was pre-tested in the study area to check for consistency of questions

and missing responses on closed questions.

3.4.2.2 Public Sensitization

The briefing meetings between WATSAN and relevant stakeholders such as the City assembly,

police and community leaders before commencement of the assignment was done to seek

permission and guidance before conducting public sensitization of the exercise. The stakeholders

were communicated to through the WATSAN notifying them of the intent to visit their areas and

conduct the interviews.

3.4.3 Consultations with NRWB Staff

Key informant interviews were done at four levels: i) meter readers ii) Zone supervisor.

3.4.3.1 Zone supervisors

This level of consultations involved discussions with zone supervision personnel at NRWB to

get their views on the various aspects on meter and physical information of the study area.

3.4.3.2 Meter readers

The consultations with meter readers were aimed at determining the period it takes them to

complete the meter reading process and bill deliveries. This information was critical in

determination of the timing for the survey and the personnel for the survey. In addition, the

consultations with meter readers gave an insight on accessibility and physical details of locations

in the survey area.

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3.5 Data analysis

Data was entered in Microsoft Access before exporting to Microsoft Excel and SPSS for analysis

to produce descriptive statistics.

3.6 Interpretation of the Results

After data analysis the results were assessed to reflect how the Board faired under each of the five

objectives of the survey.

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CHAPTER 4

4 VALIDATION OF EXISTING METERS

4.1 Introduction

This chapter documents the assessment that was conducted on the existing meters.

4.2 Identification of characteristics of customers and existing meters in Mzuzu zone.

The first phase of the survey involved 13,334 meters from Mzuzu zone, which are prominently

owned by males (69.4%, Table 1). It was found out that the majority of the existing meters are

owned by landlords (69.4%, Table 2) the majority of whom have low educational qualifications

(Table 3). The majority of the respondents is employed (48%, Figure 1) and lives in high density

(34.2%, Figure 2) to medium density (41.9 %, Figure 2) areas.

Table 1: Sex of owners of existing meters

Sex Frequency Percent Cumulative percent

Male 9254 69.4 69.4

Female 4080 30.6 100.o

Total 13334

Table 2: Type of ownership

Type of Ownership Frequency Percent Cumulative percentLandlord 9000 67.5 67.5Tenant 4334 32.5 100Total 13334 100

Table 3: Educational qualification of existing meter owners

Educational qualification Frequency Percent Cumulative percentPSLCE 4214 31.6 31.6JCE 1920 14.4 46.0MSCE 3814 28.6 74.6Tertiary 2960 22.2 96.8None 427 3.2 100.0Total 13334 100.0

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Figure 1: Occupation of existing meter owners

Figure 2: Type of locations

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4.2 Availability, types and status of existing metersThe survey established that 99.3% of the meters are available, the majority of which are of Kent

type (82.4%, Table 4). It was also established that 17.3% of available meters were of the Actaris

type and 0.4% of the respondents were not sure of the type of meters. It was also observed that

the majority of the meters that were not available (98.9%) were disconnected (Table 5) where as

the remaining (1.1%) are connected without meters. It was also established that the majority of

the disconnected meters (95.7%) have been disconnected for over a year. The majority of the

respondents sighted lack of money (97.1) as the major reason for long disconnection periods

(Figure 3). Out of the available meters, the survey verified that the majority of the meters were

working properly (84.5%), 0.3% were unbilled meters, 4.6% were long disconnected meters,

0.1% were buried, 0.2% were damaged, 1.5 % were leaking meters and 8.8 % were stuck meters

(Figure 4). No illegal meter was found in Mzuzu zone. The majority of respondents (98%)

indicated that they do verify that the meter is working. It was observed that the verification is

done either daily (65.2%) or weekly (34.8%).

Table 4: Type of existing meters

Type of existing meter Frequency Percent Cumulative percentKent 10974 82.3 82.3Actaris 2307 17.3 99.6Not sure 53 0.4 100.0Total 13334 100.0

Table 5: Reasons for non availability of meters

Reason for non availability of meter Frequency Percent Cumulative percentDisconnected 92 98.9 98.9Connected without meter 1 1.1 100.0Total 93 100.0

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Figure 3: Reason for long period of disconnection

Figure 4: Status of existing meters

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CHAPTER 5

5 CUSTOMER PERCEPTIONS , WILLINGNESS TO PAY BILLS AND PROBLEM

FACED WHEN USING NRWB

5.1 Introduction

This chapter documents the customer perceptions and willingness to pay bills and other sources of water

and problems.

5.2 Customer perceptions and willingness to pay billsThe majority of respondents (70.6%) indicated that they do receive bills and the remaining (29.4

%) indicated that they do not receive their bills. Out of those who receive their bills, it was

observed that there are variations in terms of frequency of receiving the bills. While the majority

(93.3%) indicated that they receive their bills every month, 6.5 % indicated that they receive

their bills once in two months and 0.1% indicated that they get their bills once in five months.

The majority of the respondents (95.8%) indicated that they have been disconnected once this

year (Table 6). It was observed, 2.7%, 0.6%, 0.2% and 0.7% indicated that they have been

disconnected twice, three times, more than three times and never been disconnected this year,

respectively (Table 6). Inability to pay bills (65.1%), irregular payment of bills (33.2%) and cash

flow problems (1.2%) were some of the reasons for disconnections this year. It was indicated

that the majority (87.9%) have ever gone without essentials such as food (55.3%), electricity

(44.6% and transport (0.1%) in order to pay water bills. The majority of the population (89.7%)

indicated that they pay for reconnection soon after disconnection (Figure 5). The remaining

2.8%, 0.4% and 7.1% reported that they pay for reconnection within a week, after a month and

not all, respectively due to the fact that they did not have reconnection fees (91.9%), were away

from home (3.1 %) or were using other sources of water (4.9%). The majority (89.4 %, Figure 6)

indicated that they get their water from communal water taps after being disconnected. Other

sources of water (Figure 6) include boreholes (6.9%), rainwater (2.1%), shallow wells (0.7) and

illegal connection (0.9%).

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Table 6: Times of disconnection this year

Disconnection times this year Frequency Percent Cumulative percentOnce 12774 95.8 95.8Twice 360 2.7 98.5Three times 80 0.6 99.1More than three times 27 0.2 99.3None 93 0.7 100.0Total 13334 100.0  

Figure 5: How long it takes to pay for reconnection

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Figure 6: Sources of water after being disconnected

5.3 Problems of NRWB Water Supply and Service DeliveryThe survey revealed a number of problems of water supply and services (Table 7). Intermittent

water supply (86.3%), bad odour (1.3%), poor quality (9.0%), poor taste (0.8%) and high bills

(2.6%) were some of such problems. However, it was revealed that water board personnel are

generally cooperative and supportive in terms of problems related to water supply as indicated by

74.0% of the respondents. The majority of the respondents (96.7%) indicated visiting NRWB

offices for assistance related to water supply and services problems. As a way forward, the

majority of customers (77.3%) called for improvements in the water supply, coverage and

services (Figure 7). Additionally, the respondents reported that NRWB should improve water

treatment (6.1%) timely discharge bills (3.0%), reduce water tariffs (12.6%) and introduce

prepaid meters (1.0%), as a means of dealing with water supply and coverage services in Mzuzu

zone.

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CHAPTER 6

6 CONCLUSION AND RECOMMENDATIONS

The meter survey as carried out by the Water and Sanitation Centre of Excellence of Mzuzu

University has established 13,334 meters and individual contact details in Mzuzu zone. It has

been established that 11,267 meters are working properly, 40 are unbilled meters, 613 are long

disconnected meters and 13 meters are buried. In addition, 27 meters are damaged, 200 meters

are leaking and that 1173 are stuck meters which contribute to high levels of unaccounted for

water. Illegal connections were not recorded in Mzuzu zone.

It is recommended that funds be made available for the completion of the GIS mapping exercise

as this will greatly assist in the development of a database which will be used to easily locate

working meters, stuck meters, illegal connections, unbilled meters and long disconnected meters

amoung others. It is also recommended that the exercise be extended to other zones and areas

within Mzuzu zone to have an up to date customer register for the entire NRWB.

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