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 Uganda, Malawi and Bangladesh, and desk research in Zambia and Kenya.
- Low-income Customer Support Units case studies - summary
- Low-income Customer Support Units case studies - synthesis report
- Bangaldesh - case study
- Malawi - case study
- 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