AFRICA TRAINING MANUAL
Sustainable Community Management of
Urban Water and Sanitation Schemes
(A Training Manual)
Principal Authors
Vivian Castro (WSP), Neli Msuya and Charles Makoye (DAWASA)
Translator
Deogratius Paschal
WSP role
DAWASA requested WSP technical and financial assistance to develop this manual.
Acknowledgments
Sincere thanks for contributions from Edmund John, Rosemary Rop, Antti Inkinen, Ella
Lazarte and Dennis Mwanza as the Task Team Leader for this product. Norah Osoro,
Toni Sittoni and Boniface Ager assisted with the design, layout and dissemination of the manual.
Photos
Cover: Vivian Castro
Others: Vivian Castro, DAWASA, Sean Hawkey (Photoshare)
Water and Sanitation Program - Africa
World Bank
Hill Park Building
Upper Hill Road
P.O. Box 30577
Nairobi
Kenya
Phone: +254 20 322-6306
Fax: +254 20 322-6386
E-mail: wspaf@worldbank.org
Website: www.wsp.org
January 2009
Empowering communities to improve water and sanitation services
Table of Contents
Page
Abbreviations
2
Preface
3
1.
Course Introduction
5
2.
Organizational Structure Module
7
3.
Communications Module
15
4.
Operations and Maintenance Module
20
5.
Controlling non-revenue Water (NRW) Module
30
6.
Customer Service Module
33
7.
Financial Management & Bookkeeping Module
38
8.
Review of the Course
45
References
46
Annex i: Templates
47
Annex ii: Worksheets for Activities
51
Annex iii: Evaluation Form
52
SUSTAINABLE COMMUNITY MANAGEMENT OF URBAN WATER & SANITATION SCHEMES (A TRAINING MANUAL)
Abbreviations
CLO
Community Liaison Office
CWSSP
Community Water Supply and Sanitation Project
DAWASA
Dar es Salaam Water and Sewerage Authority
DAWASCO
Dar es Salaam Water and Sewerage Corporation
NRW
Non Revenue Water
O & M
Operations and Maintenance
TZS
Tanzanian Shillings
WSP
WSS
Water and
Urban Water and Sanitation Schemes
(A Training Manual)
Principal Authors
Vivian Castro (WSP), Neli Msuya and Charles Makoye (DAWASA)
Translator
Deogratius Paschal
WSP role
DAWASA requested WSP technical and financial assistance to develop this manual.
Acknowledgments
Sincere thanks for contributions from Edmund John, Rosemary Rop, Antti Inkinen, Ella
Lazarte and Dennis Mwanza as the Task Team Leader for this product. Norah Osoro,
Toni Sittoni and Boniface Ager assisted with the design, layout and dissemination of the manual.
Photos
Cover: Vivian Castro
Others: Vivian Castro, DAWASA, Sean Hawkey (Photoshare)
Water and Sanitation Program - Africa
World Bank
Hill Park Building
Upper Hill Road
P.O. Box 30577
Nairobi
Kenya
Phone: +254 20 322-6306
Fax: +254 20 322-6386
E-mail: wspaf@worldbank.org
Website: www.wsp.org
January 2009
Empowering communities to improve water and sanitation services
Table of Contents
Page
Abbreviations
2
Preface
3
1.
Course Introduction
5
2.
Organizational Structure Module
7
3.
Communications Module
15
4.
Operations and Maintenance Module
20
5.
Controlling non-revenue Water (NRW) Module
30
6.
Customer Service Module
33
7.
Financial Management & Bookkeeping Module
38
8.
Review of the Course
45
References
46
Annex i: Templates
47
Annex ii: Worksheets for Activities
51
Annex iii: Evaluation Form
52
SUSTAINABLE COMMUNITY MANAGEMENT OF URBAN WATER & SANITATION SCHEMES (A TRAINING MANUAL)
Abbreviations
CLO
Community Liaison Office
CWSSP
Community Water Supply and Sanitation Project
DAWASA
Dar es Salaam Water and Sewerage Authority
DAWASCO
Dar es Salaam Water and Sewerage Corporation
NRW
Non Revenue Water
O & M
Operations and Maintenance
TZS
Tanzanian Shillings
WSP
WSS
Water and
References: CEDPA (1995). Training trainers for development: Narayan D, Srinivasan L F. Brikké et al (1997) Linking technology choice Servaes J, White SA