Abstract:
The general objective of this study was to examine the role of accountability mechanisms in the
improvement of the quality of delivery of water services at Arusha Urban Water Supply and
Sanitation Authority (AUWSA) in Arusha City. The study was guided by three specific objectives:
(i) To examine the accountability mechanisms employed by consumers in demanding
improvement of quality of delivery of water services in Arusha City, (ii) To assess the effects of
accountability mechanisms on the improvement of quality of delivery of water services in Arusha
City, (iii) To determine constraints inhibiting AUWSA accountability for water service delivery
in Arusha City. The study applied mixed method approach which combined qualitative and
quantitative methods in data collection and analysis. The study was based on the sample size
of 81 respondents who were selected from 296 water customers located at Muriet Street in
Sokon I Ward in Arusha City. The data were collected through surveys and focus group
discussions. The study found that water customers prefer to use non-confrontational
accountability mechanisms such as reporting, filing complaints, and performance feedbacks.
Unruly mechanisms such as protests are rarely used to demand accountability when other
mechanisms have failed. The study revealed that accountability mechanisms have helped to
improved quality of water service delivery in terms of water supply quality, reducing water billing
problems, improving water works, and improving response to customer inquiries. The study
further found constraints such as political interference, corruption, illegal water connections, and
shortage of employees were perceived as constraints towards accountability. On basis of
findings this study concludes that non-confrontational accountability mechanisms such as
reporting, filing complaints, and performance feedbacks, are effective for demanding
accountability for water service delivery at AUWSA.
