AN ASSESSMENT OF THE SERVICE DELIVERY OF GWCL/AQUA VITANS: A CASE STUDY OF THE SUNYANI MUNICIPALITY
The water supply and sanitation sector in Ghana faces severe problems, partly due to a neglect of the sector until the 1990s. Tariffs were kept at a low level which was far from reflecting the real cost of the service. Economic efficiency still remains below the regional average, resulting in a lack of financial resources to maintain and extend the infrastructure. This thesis assessed the challenges facing water supply in Sunyani Municipality. A questionnaire was designed using structured questions to collect primary data from workers and households served by the GWCL. Personal interviews were held to solicit views and comments from some respondents. The study showed that 15% of the customers received water supply within 16 – 24 GMT in a day whilst 45% received water supply within 8 – 16 GMT and 40% received water supply within 0-8 GMT in a day. Generally flow of water has improved since AVRL merged with GWCL for operation of the supply of water. The flow was best in the South districts (76%) and worst in the Central district (56%). Overall it was 59% to 41% improved service and deteriorated service respectively. Customers were also satisfied with the quality of water supply service delivery. Many (77%) customers did not have problems with the smell of the water whilst 80% of the customers had no problem with the taste of the water supplied. The major complaints (67%) was with the colour of the water which needs to be looked at. Complaints were mostly made in person (86%). This in terms of DALY (Disability Adjustment Life Years) could amount to several thousands of cedis lost in a year. The attitude of GWCL/AVRL staff to complaints was very poor. Sixty-nine percent (69%) were not satisfied with the response to complaints. However meter readers were generally found to be customer friendly with sixty-two percent (62%) of the customers satisfied with the meter readers. Overall the customers perception on the price of water was relatively high (97%) and an increase in the water tariff may create problems.