NORTHERN REGION WATER BOARD

METER SURVEY REPORT

Prepared by:
WATER AND SANITATION CENTER OF EXCELLENCE
-MZUZU UNIVERSITY

MARCH 2012

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.

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

TABLE OF CONTENTS
EXECUTIVE SUMMARY

ACKNOWLEDGEMENTS

TABLE OF CONTENTS

LIST OF TABLES

LIST OF FIGURES

CHAPTER 1
1

INTRODUCTION

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
3

16

METHODOLOGY

16

3.1

Introduction...............................................................................................................................16

3.2

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

3.3

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

3.3.1
3.4

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

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
4

21

VALIDATION OF EXISTING METERS

4.1

21

Introduction...............................................................................................................................21

CHAPTER 5

22
4

CUSTOMER PERCEPTIONS AND WILLINGNESS TO PAY BILLS

5.1

22

Introduction...............................................................................................................................22

LIST OF TABLES
Table 1: Sex of owners of existing meters17
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 year22

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

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
1.2.1

PROJECT DESCRIPTION
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
7

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
8

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 unaccounted 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 nonpayment 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.

CHAPTER 2
2
2.1

OBJECTIVES AND SCOPE OF THE METER SURVEY

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 subzone 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.

10

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

11

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.

12

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 Boards 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

13

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, Chingambo, Chiputula, zolozolo, Botanical, Hill Top, Masasa, ADMARC, Sonda,
Mphaka, Chilumba, Salisbury line, Area 1B, City Centre, Moyale, Viphya Secondary School,
Kaningina 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
14

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.

15

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.

16

CHAPTER 4
4
4.1

VALIDATION OF EXISTING METERS

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
Male
Female
Total

Frequency
9254
4080
13334

Percent
69.4
30.6

Cumulative percent
69.4
100.o

Table 2: Type of ownership

Type of Ownership
Landlord
Tenant
Total

Frequency
9000
4334
13334

Percent
67.5
32.5
100

Cumulative percent
67.5
100

Table 3: Educational qualification of existing meter owners

Educational
qualification
PSLCE
JCE
MSCE
Tertiary
None
Total

Frequency
4214
1920
3814
2960
427
13334

Percent
31.6
14.4
28.6
22.2
3.2
100.0

17

Cumulative percent
31.6
46.0
74.6
96.8
100.0

Figure 1: Occupation of existing meter owners

Figure 2: Type of locations

18

4.2 Availability, types and status of existing meters

The 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
Kent
Actaris
Not sure
Total

Frequency
10974
2307
53
13334

Percent Cumulative percent

82.3
82.3
17.3
99.6
0.4
100.0
100.0

Table 5: Reasons for non availability of meters

Reason for non availability of meter
Disconnected
Connected without meter
Total

Frequency
92
1
93

19

Percent Cumulative percent

98.9
98.9
1.1
100.0
100.0

Figure 3: Reason for long period of disconnection

Figure 4: Status of existing meters

20

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 bills

The 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%).

Table 6: Times of disconnection this year

21

Disconnection times this year

Once
Twice
Three times
More than three times
None
Total

Frequency
12774
360
80
27
93
13334

Figure 5: How long it takes to pay for reconnection

22

Percent
95.8
2.7
0.6
0.2
0.7
100.0

Cumulative percent
95.8
98.5
99.1
99.3
100.0

Figure 6: Sources of water after being disconnected

5.3 Problems of NRWB Water Supply and Service Delivery

The 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.

23

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.

24