WATER INSTITUTE

MASTER OF WATER SUPPLY AND SANITATION ENGINEERING

(NTA LEVEL 9)

Module Code: WSG09103

Module Name: MANAGEMENT, GOVERNANCE AND ETHICS

INDIVIDUAL ASSIGNMENT 2

Student’s Registration No.: WI/2023/MWS0

Name of Student: MK

DATE: 28 FEBRUARY 2024

 a) Hypothetical case study focusing on the Dar es Salaam Water Supply and Sanitation
Authority (DAWASA) to understand the main causes of inefficiencies in water utilities:
Case Study: Dar es Salaam Water Supply and Sanitation Authority (DAWASA)
Dar es Salaam Water Supply and Sanitation Authority (DAWASA) is grappling with
inefficiencies in its water utility operations, significantly impacting the delivery of clean water to
the residents. The main causes of these inefficiencies are identified as follows;
1. Aging Infrastructure
Aging infrastructure: Many water utilities have old infrastructure this is prone to leaks
and inefficiencies. Repairing and upgrading this infrastructure can be pricey and time-
eating(Cantos & Juran, 2018)
The aging infrastructure within the Dar es Salaam Water Supply and Sanitation Authority
(DAWASA) poses a significant challenge to the efficient distribution of water. With
outdated pipes and systems, the network experiences frequent leaks and inefficiencies,
resulting in a compromised delivery of water to consumers(Cantos & Juran, 2018). This
challenge has a direct impact on the utility's operational costs, as the deterioration of
infrastructure contributes to higher levels of non-revenue water(Vaseashta & Maftei,
2021). The increased water losses not only strain the financial resources of DAWASA
but also disrupt the reliability of the water supply system. Addressing this challenge
requires strategic investments in infrastructure renewal and modernization to mitigate
leaks, enhance distribution efficiency, and ultimately ensure a more sustainable and cost-
effective water supply service for the residents of Dar es Salaam(Cantos & Juran, 2018).
2. Operational Challenges
Inefficient control practices, inclusive of insufficient planning, monitoring, and reporting,
can make a contribution to inefficiencies in water utilities. Lack of coordination between
specific departments in the application also can result in inefficiencies(Selvakumar &
Tafuri, 2012)
Water loss, frequently due to leaks in the distribution machine, is a first-rate purpose of
inefficiency in water utilities. Improving leak detection and repair methods can assist
reduce water loss and enhance performance(Aljawazneh, 2024).
Insufficient maintenance practices and a lack of comprehensive staff training within the
Dar es Salaam Water Supply and Sanitation Authority (DAWASA) have emerged as
critical challenges. The inadequacy in maintaining the water supply infrastructure,
coupled with a workforce not fully equipped with the necessary skills, leads to delayed
identification and resolution of operational issues(Aljawazneh, 2024). This has a
cascading impact on the reliability of the water supply system, as breakdowns become
more frequent, resulting in service interruptions and heightened repair costs. The
decreased overall system reliability not only affects the quality of service provided by
DAWASA but also imposes financial burdens due to reactive repairs(Aljawazneh, 2024).

3. Financial Constraints
 The financial constraints faced by the Dar es Salaam Water Supply and Sanitation
Authority (DAWASA) present a formidable challenge, significantly impeding the
organization's ability to invest in critical infrastructure upgrades and adopt modern
technologies. Insufficient funds limit DAWASA's capacity to implement necessary
improvements essential for optimizing operational efficiency(Helmold, 2021). This
financial constraint not only hampers the timely renewal of aging infrastructure but also
impedes the adoption of advanced technologies that could enhance the overall
effectiveness of water supply and sanitation services(Hoti Arifaj et al., 2023). The impact
is pervasive, affecting the organization's ability to meet the growing demands for water
services and hindering its capacity to implement strategic initiatives(Hoti Arifaj et al.,
2023). Addressing this challenge requires innovative financial management strategies,
seeking alternative funding sources, and advocating for increased financial support to
ensure the sustainability and resilience of DAWASA's operations in providing clean and
reliable water to the residents of Dar es Salaam
4. Governance Issues
The weak governance structures and regulatory frameworks within the Dar es Salaam
Water Supply and Sanitation Authority (DAWASA) pose a notable challenge, fostering
an environment of mismanagement and insufficient accountability(Liewarnata et al.,
2019). The impact of this challenge is profound, as the absence of effective oversight
impedes strategic decision-making and hinders the implementation of best practices in
water utility management. Without robust governance, the organization faces difficulties
in establishing clear guidelines, enforcing compliance, and ensuring adherence to
industry standards(asch-Schaalan, 2023). This not only compromises the efficiency of
daily operations but also inhibits the adoption of strategic initiatives that could enhance
the overall effectiveness and sustainability of DAWASA's water supply and sanitation
services. Addressing this challenge requires a concerted effort to strengthen governance
structures, implement transparent regulatory frameworks, and foster a culture of
accountability to optimize decision-making processes and ensure the responsible
management of water resources in Dar es Salaam(Ran & Qi, 2016).
5. Limited Community Engagement
Limited community engagement within the Dar es Salaam Water Supply and Sanitation
Authority (DAWASA) presents a significant challenge, fostering a lack of awareness and
participation in crucial water conservation practices(Hogge et al., 2003). This challenge
has a profound impact on the efficiency of water usage patterns, as the absence of
community involvement deprives DAWASA of valuable insights and collaborative
efforts to address water challenges(EWURA, 2021). The community, when actively
engaged, can play a pivotal role in adopting sustainable water practices and providing
feedback on service delivery. Failure to foster this engagement not only results in
inefficient water usage but also represents a missed opportunity for implementing
community-driven solutions. Addressing this challenge requires DAWASA to prioritize
community outreach programs, educational initiatives, and collaborative efforts to ensure
 the active participation of residents in sustainable water management practices, ultimately
contributing to more effective and responsible water supply services in Dar es
Salaam(For et al., 2017).

b) Organizational Structure Analysis - Dar es Salaam Water Supply and Sanitation

Authority (DAWASA):
DAWASA's organizational structure plays a pivotal role in shaping its operations,
decision-making processes, and overall efficiency. The structure reflects the hierarchy,
communication channels, and division of responsibilities within the authority.
1. Hierarchy
Executive Leadership
At the top of the hierarchy, DAWASA is likely led by an Executive Team, which includes a
Managing Director or CEO responsible for overseeing the strategic direction of the organization.
The Managing Director/CEO plays a crucial role in decision-making, policy formulation, and
representing DAWASA at a higher level(McKinsey & Company, 2023).
The executive team may also consist of key positions such as Chief Operating Officer (COO),
Chief Financial Officer (CFO), and Chief Technical Officer (CTO), each responsible for specific
aspects of the organization(Lusthaus et al., 2002).
Managerial Roles
Below the executive level, there are likely various managerial roles overseeing specific
departments or functions within DAWASA. Managers in areas such as water treatment,
distribution, sanitation, finance, and administration are responsible for implementing the
strategies set by the executive team. Middle management plays a crucial role in ensuring
operational efficiency and communication between the executive leadership and operational
staff.
Operational Staff
At the operational level, there are staffs responsible for the day-to-day tasks related to water
supply and sanitation services.
This includes technicians, engineers, water quality experts, administrative staff, and other
professionals involved in the core functions of DAWASA.
Operational staff ensures the proper functioning of water treatment plants, maintenance of
distribution networks, and the delivery of sanitation services to the community.
2. Executive Leadership
Managing Director/CEO
The Managing Director or CEO is likely the highest-ranking executive, responsible for the
overall performance and strategic direction of DAWASA.
Key responsibilities include making crucial decisions, setting organizational goals, and
representing DAWASA in external partnerships and collaborations.
The Managing Director/CEO works closely with other executive team members to ensure a
cohesive and effective approach to water supply and sanitation management.
Other Executive Positions
Chief Operating Officer (COO) oversees day-to-day operations, ensuring that the organization's
goals are translated into actionable plans.
Chief Financial Officer (CFO) manages financial aspects, budgeting, and ensures financial
sustainability.
Chief Technical Officer (CTO) may be responsible for technical aspects, including infrastructure
planning, technology adoption, and maintenance.
2. Departments and Divisions
The organization may have distinct departments or divisions, each responsible for specific
functions such as water treatment, distribution, sanitation, finance, and administration.
The delineation of roles ensures specialization and efficient handling of various aspects of water
supply and sanitation services.
3. Communication Channels
Effective communication is crucial for a utility authority. DAWASA likely employs a mix of
vertical and horizontal communication channels, ensuring information flows smoothly between
different levels and departments.
Regular meetings, reports, and digital communication tools may be employed to facilitate timely
and transparent communication.
4. Flexibility
The organizational structure should exhibit a degree of flexibility to adapt to changing
circumstances, emerging technologies, and evolving water management practices.
A flexible structure allows DAWASA to respond efficiently to challenges and opportunities in
the dynamic field of water supply and sanitation.

c) The strategic plan of DAWASA is a comprehensive roadmap designed to guide the

organization in achieving its mission of providing reliable and sustainable water supply
and sanitation services to the residents of Dar es Salaam. The evaluation is based on key
criteria, including the situational analysis performed, the definition of projected targets,
and the overall effectiveness of the plan.
1. Situational Analysis
Strengths: The strategic plan likely commenced with a thorough situational analysis,
encompassing a SWOT (Strengths, Weaknesses, Opportunities and Threats) analysis. This would
have provided insights into the internal and external factors influencing DAWASA's operations.
Weaknesses: Any shortcomings in the situational analysis, such as insufficient data or
overlooking critical factors, could hinder the plan's effectiveness. An in-depth understanding of
the organization's current state is crucial for successful strategic planning(Kapur, 2023).

2. Projected Targets
Setting SMART Goals: The evaluation involves assessing whether the projected targets are
SMART (Specific, Measurable, Achievable, Relevant, Time-Bound). SMART goals provide
clarity, ensuring that objectives are well-defined and achievable within the specified timeframe.
Alignment with Mission: The projected targets should align with DAWASA's mission and long-
term vision. Evaluation criteria include how well the targets contribute to the overall goals of the
organization(Nygaard, 2024).
3. Implementation Strategies
Actionable Plans: The effectiveness of the strategic plan is contingent on the clarity and
feasibility of the implementation strategies. Actionable plans should detail how each objective
will be achieved, including resource allocation, timelines, and responsible parties.
Adaptability: The plan's adaptability to changing circumstances is crucial. Evaluation criteria
involve assessing how well the plan accommodates unforeseen challenges and
opportunities(Kapur, 2023).

d) Leveraging IT and IS for DAWASA's Strategic Plan Implementation

Context: DAWASA, in its pursuit of optimizing water supply and sanitation services in Dar es
Salaam, has devised a strategic plan to address inefficiencies and enhance operational
effectiveness(Nygaard, 2024).
1. Geographic Information System (GIS) Implementation
Objective: DAWASA aims to improve the spatial analysis of water infrastructure to enhance
decision-making and resource allocation.
Implementation: The organization invests in GIS technology, enabling mapping and analysis of
water distribution networks. This system assists in identifying vulnerable areas, optimizing route
planning for maintenance, and making informed decisions regarding infrastructure expansion.
2. Real-time Monitoring and Control Systems
Objective: Enhance the real-time monitoring of water distribution and sanitation processes to
ensure efficiency and timely response to issues.
Implementation: DAWASA deploys advanced monitoring sensors and SCADA (Supervisory
Control and Data Acquisition) systems. These technologies provide real-time data on water
quality, consumption patterns, and infrastructure performance. Automated alerts enable prompt
response to potential issues, minimizing downtime.
3. Customer Relationship Management (CRM) System
Objective: Strengthen engagement with the community and improve customer service.
Implementation: DAWASA adopts a CRM system to manage customer interactions, feedback,
and service requests. The system streamlines communication, enables personalized services, and
allows DAWASA to proactively address customer concerns, fostering a positive relationship
with the community.
4. Data Analytics for Demand Forecasting
Objective: Enhance water resource management by predicting demand trends.
Implementation: DAWASA leverages data analytics tools to analyze historical consumption
patterns, demographic data, and environmental factors. This enables accurate demand
forecasting, aiding in proactive planning for water production, distribution, and resource
allocation.
5. Mobile Technology for Field Operations
Objective: Improve the efficiency of field operations and maintenance.
Implementation: DAWASA equips field staff with mobile devices connected to a centralized
system. This facilitates real-time data entry, work order management, and instant access to
relevant information. Field technicians can efficiently respond to maintenance requests, reducing
downtime and enhancing overall operational efficiency.

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