Building a Stronger, More Sustainable Water Utility for Western Zambia
The Performance Improvement Action Plan (PIAP) is Western Water Supply and Sanitation Company Limited’s official five-year strategic reform programme developed under the Zambia Water Supply and Sanitation Growth Centres Programme for Results (PforR). It provides a clear roadmap for improving operational efficiency, strengthening governance, enhancing customer service, achieving financial sustainability, and delivering reliable water supply and sanitation services across Western Province.
The PIAP reflects our commitment to accountability, transparency, innovation and continuous improvement while supporting Zambia’s national development agenda and the World Bank’s Programme for Results framework.
What is the PIAP?
A Roadmap for Sustainable Transformation
The Performance Improvement Action Plan (PIAP) is a structured five-year institutional reform programme that outlines how Western Water Supply and Sanitation Company Limited will strengthen its operational performance between 2026 and 2030.
Developed under the Zambia Water Supply and Sanitation Growth Centres Programme for Results (PforR), the PIAP establishes measurable targets, implementation activities, timelines, responsible departments, expected outputs and funding arrangements designed to improve service delivery throughout the Company’s service areas.
The Action Plan focuses on delivering measurable improvements in:
- Operational Efficiency
- Financial Sustainability
- Customer Service
- Water Quality
- Sanitation Services
- Corporate Governance
- Environmental Sustainability
- Institutional Capacity
- Digital Transformation
- Climate Resilience
Why This Plan Matters
The PIAP represents a significant commitment by Western Water Supply and Sanitation Company Limited to continuously improve the quality, accessibility and sustainability of water and sanitation services.
The implementation of the Action Plan will enable the Company to:
- Improve customer satisfaction
- Reduce water losses
- Strengthen financial performance
- Modernise infrastructure
- Improve operational efficiency
- Enhance environmental sustainability
- Improve governance and accountability
- Increase resilience to climate change
- Expand access to safe water
- Build stronger partnerships with stakeholders
Vision for 2030
By 2030, Western Water Supply and Sanitation Company Limited aims to become a modern, efficient, financially sustainable and customer-focused utility delivering reliable water supply and sanitation services through innovation, good governance and operational excellence.
Strategic Objectives
The PIAP is designed around several strategic objectives that guide all implementation activities throughout the five-year period.
These objectives include:
Improve Operational Efficiency
Optimise business processes, reduce operational losses, modernise infrastructure and improve productivity.
Enhance Customer Service
Strengthen customer engagement, improve complaint management systems and deliver faster, more reliable services.
Improve Financial Sustainability
Increase operational cost recovery, strengthen revenue collection and optimise expenditure management.
Strengthen Governance
Promote transparency, accountability, ethical leadership and institutional effectiveness.
Promote Digital Transformation
Expand the use of digital technologies to improve operational performance, customer engagement and decision making.
Build Climate Resilience
Invest in resilient infrastructure and environmentally sustainable operational practices.
Strategic Focus Areas
Display these as large animated cards.
Hydraulic Modelling
Develop accurate hydraulic models to optimise network operations, support infrastructure planning, improve pressure management and reduce water losses through evidence-based decision-making.
Non-Revenue Water Reduction
Implement district metered areas, leak detection programmes, pressure management, meter improvements and data quality initiatives to progressively reduce water losses.
Energy Efficiency
Reduce energy consumption through efficient pumping systems, automation, renewable energy solutions and improved operational practices.
Financial Sustainability
Strengthen billing systems, improve revenue collection, optimise operational expenditure and increase cost recovery.
Customer Experience
Improve complaint resolution systems, customer communication and service responsiveness.
Digital Transformation
Adopt modern information systems, GIS, SCADA, automation and business intelligence tools.
Governance
Strengthen institutional governance, accountability and performance monitoring.
Environmental Sustainability
Promote efficient water resource management and environmentally responsible operations.
Performance Targets
Use animated counters.
Highlight key performance indicators presented in the PIAP, including:
- Customer Complaint Resolution
- Cost Coverage (Tariff and Non-Tariff)
- Non-Revenue Water
- Energy Use
- Billing Revenue
- Gender Inclusion
The KPI framework establishes annual baseline values and progressive targets from 2026 through 2030 to measure implementation success.
Five-Year Implementation Timeline
2026
Planning, procurement, baseline assessments and implementation of priority initiatives.
2027
Infrastructure upgrades, digital systems deployment and operational improvements.
2028
Expansion of optimisation programmes and integration of advanced technologies.
2029
Strengthening operational performance and institutional sustainability.
2030
Achievement of long-term performance targets and consolidation of reforms.
Action Plan Components
Introduce this section with:
The PIAP is implemented through a series of structured thematic action plans. Each component includes specific activities, implementation timelines, responsible departments, expected outputs, funding sources and estimated costs to ensure effective delivery of the Company’s strategic priorities.
Then list the major components from the document, for example:
- Hydraulic Modelling
- Non-Revenue Water Management
- Energy Efficiency Management
- Customer Service Improvements
- Financial Sustainability
- Governance Strengthening
- Digital Transformation