Digitalization and Operational Excellence in Water and Sewerage Utility Management at Nairobi City Water and Sewerage Company

Abstract

The debate about the fourth industrial revolution has become immense globally. In the first three revolutions, steam engine, adoption of mass production and electrification as well as use of computer were evidenced, however, it is believed that digitalization is the driving force for the 4th revolution. Public utilities such as sewage systems, canals, air and seaports, railways, electricity grids, roads, bridges among others, are fundamental in public services, achievement of the UN Sustainable Development Goals as well as efficient working of supply chains for both public and private sector hence sustainable management of these utilities must be guaranteed. The SDG 6 focuses on making sure that water is available as well as well maintained. The purpose of this study was to establish the link between digitalization and operational excellence at NCWSC. In particular, the study sort to; determine some of the digitalization initiatives at NCWSC, determine the drivers of digital transformation at NCWSC, establish challenges facing digitalization initiatives at NCWSC, find out the key indicators of OpEx at NCWSC and thus the link between digitalization and operational excellence. A case study research design was applied where data gathered was in both qualitative and quantitative in nature. Both primary and secondary data was collected and analyzed by content of content analysis approach. From the findings, the study established that NCWSC has invested in digital technologies such as online payment platforms, installation of the *888# USSD code, Oracle E-Business Suit, use of Basis-II customer management and billing system, SPMS for procurement, integration of GIS mapping system, use of company Wi-Fi, use of digital water meters, company emails, Per-Pay HR system as well as social media platforms. The study also found out that, digital transformation at NCWSC is driven by customer expectations, desire to fasten the decision making process, need for operational efficiency, improved data accessibility and accuracy, accountability, compliance to quality standards, continuous improvement, agility and speed. The study further established that, the use of digital technologies has been instrumental in enhancing; data capture, analysis and reporting, customer satisfaction, quality assurance, employee training needs assessment, financial performance and continuous improvement. The study therefore recommended that NCWSC should prioritize investing in digital technologies which can help in managing non-revenue water, engage with political leaders within Nairobi City County and at the national level to have them appreciate the need to invest in digital technologies at NCWSC, work with other stakeholders towards combating effects of climate change on water catchment areas as well as enhance the Oracle ERP system to include more functions other than the financials.