Subsidies, incentives, and information: Testing approaches to improve customer bill payment in Nairobi, Kenya.

Background of why the project started: Data from previous EfD-funded work in Kenya indicated that a substantial fraction of customers in Nairobi have arrears associated with their water accounts (i.e., are behind on their payments for water and sanitation services). It is often assumed that affordability is a primary reason customers are behind on their bills. However, fieldwork conducted in Nairobi during June-July 2019 as part of a previous study suggested that affordability is not the only, nor primary, reason households are behind on their bills. This project seeks to test several mechanisms to improve bill payment among Nairobi City Water and Sewerage Company customers.

Aim: This project seeks to addresses the issue customer arrears and bill non-payment – a challenge facing many utilities in low- and middle-income countries. In particular, this project has two primary goals: 1) demonstrate that it is possible to design and deliver smart(er) subsidies for water and sanitation services to low-income households, and 2) reduce customer arrears and bill non-payment.

Present state: Study design and fieldwork preparation

Problems of the environment or other relevant issues: Water use and conservation; poverty alleviation; gender equality; environmental health; sustainable water service delivery

Project status
Project | 5 February 2020