Effects of Accountability on Water Service Delivery:

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.