Shukura initiates dialogue on water through 'community scorecard'

A resident scores water services in Shukura.

Credit: WaterAid / Lamisi Dabire

12 February 2010

Shukura, a urban poor community in the Accra Metropolitan Area, approximate population 40,000, has met with Ghana Water Company and Aqua Vitens Rand (AVRL), producers and managers of urban water supply in Ghana respectively, on water service delivery. The meeting followed a 'community scorecard' event in 2009 to assess the level and quality of water services.

The community scorecard was conducted by the Community Network Initiative (COMNET), a member of CONIWAS and partner of WaterAid, to give residents the the opportunity to assess water services in the Shukura Community. This method is one of the citizen engagement tools championed by WaterAid in Ghana and its partners to promote water governance.

Following passionate discussions, the residents set the following indicators for evaluating the water service delivery: water flow, billing, quality and taste, maintainance and communication.

Shukura residens and staff of the Ghana Water Company inspecting a burst pipeline in the community.

Credit: WaterAid / Lamisi Dabire

The community's overall score was very low. They cited irregular water supply, water rationing and billing not conmensurate with service delivery. They also indicated that the water is sometimes contaminated, their taps flowing with an offensive smell. The residents were not happy about the water company response speed to resolve burst pipes but observed that they have been informed of shut-down for major maintenance exercises.

COMNET organised a self assessment meeting with local area staff of Ghana Water Company and AVRL and admitted the level of service to the Shukura area required some improvement. The Area Manager, Mr AO Akosah explained that illegal water connections siphon water for vendors to re-sell is seriously affecting household supplies in Shukura.

After deliberations the community members and water companies agreed on a reform agenda including the following:

• To set up a community watchdog committee to monitor illegal connections
• AVRL promised to improve its communication with the community
• The Local Government Representative promised to lead the AVRL team to discover areas with burst pipes in an effort to minimize waste
• AVRL invited a representative of the community to visit its meter shop and the Weija Dam Treatment Plant to experience the water purification process

Muhammed Yacubu Bingle, Cordinator of COMNET, said that the exercise has been successful in facilitating engagement between the community and service providers. He explained that "the community members are very happy that AVRL and Ghana Water Company came to discuss their problems. They have never visited this community in the past... and for us that's the beginning of a new relationship."

To prove their readiness to support the change agenda the residents took the Ghana Water Company and AVRL team to inspect some burst pipes in the community  immediately after the meeting.