Africa’s fastest-growing cities are undergoing a quiet shift. The change is not driven by huge construction projects. Instead, it comes from stronger institutions and smarter ways of managing basic services.
Across Kenya, Ghana, and other countries, utilities are redesigning how they reach low-income communities. The goal is simple: make water and sanitation a basic right for all, not a privilege for a few.
Kenya: fixing fragmented services through stronger utility units
For years, cities like Kisumu and Naivasha have struggled with water access in low-income areas. Small, semi-autonomous operators manage many neighbourhood systems. These operators often lack training, financial control, and proper oversight. As a result, services become unreliable. Water is inconsistent. Many households pay more to informal vendors than wealthier areas pay through the network.
To change this, Kenyan utilities are adopting a delegated management model. Large utilities such as Kisumu Water and Sanitation Company Limited (KIWASCO) and Naivasha Water and Sanitation Company (NAIVAWASCO) now train, supervise, and support small local providers. They build skills in finance, customer service, and technical operations. This shift is already showing results. Services are more reliable. More households now access piped water. And families spend less time and money securing safe water.
Pit-emptying services in Kisumu, Kenya
Ghana: making low-income customers a core priority
Ghana faced a different challenge. The issue was not small operators. Instead, the utility lacked a structure focused on low-income households. Service to poor communities was inconsistent and often overlooked. Over time, Ghana Water Limited (GWL) built a small unit dedicated to serving these communities. With support from partners, the unit expanded into a full department.
Today, low-income customers have a clear place in the utility’s strategy. Dedicated teams help identify underserved areas, connect households, and design subsidies that make services affordable.
This approach has already improved water access for hundreds of thousands of people. It has also supported better sanitation for more than a million. Local artisans are now trained to build affordable, climate-friendly sanitation solutions, including inclusive bio-digester toilets.
Local artisans in Ghana
What makes these models work
The examples from Kenya and Ghana show that success depends on a few core elements. Together, these ingredients strengthen institutions and improve services at scale. The key elements include:
- Dedicated utility units: Teams that focus solely on low-income communities.
- Capacity building: Training for operators and staff on technical and business skills.
- Regulatory pressure: Clear standards and targets that utilities must meet.
- Community engagement: Involving residents in choosing tap locations and providing subsidies that lower connection costs.
Because of these changes, families save time, avoid unsafe alternatives, and stay healthier. Utilities also benefit from better systems, clearer accountability, and improved performance.
What comes next
To maintain progress, utilities must integrate these low-income units into their core structure. Regulators also need to keep strengthening rules and performance monitoring. Moreover, countries must shift from short pilot projects to long-term institutional change. Only then will inclusive service delivery become the norm rather than the exception. Africa’s urban growth is rapid. The pressure on services will only rise. But with strong institutions and inclusive planning, water and sanitation can become the invisible infrastructure that allows every city resident to live with dignity.