Low-Income Customer Support Units – case studies
This series of case studies explores how utilities have set up and sustained successful Low-Income Customer Support Units in urban areas.
Over the last decade, it has become common knowledge that residents of low-income urban communities are paying for effective, affordable pro-poor WASH services. A few smart utilities have pioneered ways of providing viable inclusive services.
WaterAid has worked with some of these utilities over the last two decades, resulting in a win-win scenario for both customer and utility. In recent times, more utilities have approached WaterAid for similar support to help them establish specialised Low-Income Customer Support Units.
WaterAid has compiled a set of case studies to explore how utilities have set up and sustained successful Low-Income Customer Support Units in urban areas. It is hoped that this will deepen understanding and share lessons on the critical context and professional conditions necessary to establish successful pro-poor units.
We draw on the experiences of utilities through three case studies in Bangladesh, Malawi and Uganda, and desk research in Kenya and Zambia.
Download
- Low-Income Customer Support Units case studies – summary
- Low-Income Customer Support Units case studies – synthesis report
- Low-Income Customer Support Units in Bangladesh – case study
- Low-Income Customer Support Units in Malawi – case study
- Low-Income Customer Support Units in Uganda – case study
- Les unités dédiées à la clientèle des quartiers pauvres – resumé
- Les unités dédiées à la clientèle des quartiers pauvres – rapport de synthèse
- Étude de cas – Bangladesh
- Étude de cas – Malawi
- Étude de cas – Ouganda
- Unidades de apoio aos clientes de rendimentos baixos – resumo
- Unidades de apoio aos clientes de rendimentos baixos – relatório de síntese
- Estudo de caso – Bangladesh
- Estudo de caso – Malawi
- Estudo de caso – Uganda
