LOW INCOME CUSTOMER SUPPORT DEPARTMENT
(LICSD)
Vision
Excellence in service delivery to low-income urban communities
Mission
To provide sustainable, reliable, and affordable water services to low-income urban communities, fostering social equity and inclusion.
LICSD’S EVOLUTION SINCE 2011
To achieve safe water for all by the year 2030, implies the need for deliberate attention to improving water coverage in the LIUCs. Addressing these inequalities faced by disadvantaged groups requires tailored solutions that take account of the day-to-day realities of people and communities in vulnerable situations. This is where the unique skills and competencies of the LICSD comes in to play.
LICSD originated from a one-person Desk Office established in 2011 and tasked with coordinating propoor Water for Life and PURC water interventions in three Greater Accra communities (Teshie, Gbegbeyise and Nima). Alongside the support of various development partners, the number of communities that benefitted from these water access interventions have risen by several folds.
In recognition of its development and contribution to GWCL, by management decision, the Unit Manager was to report directly to the Managing Director in 2019. In 2021, the GWCL Board of Directors transformed the unit into a full blown GWCL Department, making it clear that GWCL strives towards an inclusive water service delivery in which special attention is paid to serving the LIUCs. Currently the Department employs 17 staff.
Duties and Responsibilities of the Department
- Develop a strategic plan for the delivery of effective water supply service to low income urban communities (LIUCs).
- Develop standard operational procedures (SOPs) for service delivery in LIUCs.
- Conduct socioeconomic and physical mapping of unserved/underserved LIUCS in urban Ghana, and establish baseline of their WASH situation.
- Conduct demand promotion for subsidized new service connections in LIUCs.
- Implement new service connections in LIUCs.
- Conduct customer profiling of beneficiaries of subsidized connections in LIUCs.
- Conduct customer education in LIUCs.
- Conduct community scorecards (customer satisfaction surveys) in LIUCs.
- Establish and build capacity of Water Users Associations in LIUCs (WUAs).
- Build capacity of caretakers of public water standpipes in LIUCs.
- Develop knowledge management materials.
Thematic Areas
Water Service Delivery in LIUCs
Stakeholder Participation
Community Engagement
Institutional Strengthening and Brand Equity
Financial Sustainability
Knowledge Management
Behold the EU WOP Partnership between GWL, GVWC & VEI
A GRATEFUL COMMUNITY: TETEGU’S WATER STORY
Nestled along the waterside in the Greater Accra Region of Ghana, lies the community of Tetegu, a place where life’s rhythm was once intertwined with the flow of a river that brought both sustenance and sickness. However, change was on the horizon, carried by the Greater Accra Metropolitan Area (GAMA) Project, a World Bank initiative aimed at providing safe and affordable water to low-income communities.