DECLARATION

I declare that this report is my own work, the figures, tables and statistics contained in it were generated by me except for those origin has been acknowledged accordingly. I therefore further declare that the views and opinions contained in this report have not been submitted for any Diploma/degree or examination in any other university and that all the sources I have used or quoted have been indicated and acknowledged as complete references.

Student NameChola Elvis

Signed

Date :26th December 2014DEDICATION

This report is cordially dedicated to my Sister in Law Mrs. James and her Children, Boston, Mwila, Natasha and Chilufya for their profound understanding and tolerance during the time I was busy, they remained a source of inspiration for continuous support and encouragement.ACKNOWLEDGEMENTS

This report cannot be a success without acknowledging most key people and institutions that have made this report a success.

I humbly acknowledge with thanks the Almighty God for His grace, love and strength to do this research. I thank the management not forgetting my Research Supervisor and Lecturer Mr. Malambo I also owe a depth of gratitude to my research supervisor who dedicated their precious time to guide me in this research and all Lecturers at Kwame Nkrumah University, their supervisory role in this research showed their absolute commitment to this study.Iam indebted to my Parents, Mr and Mrs. Chola for their parental and financial support. I cannot forget to thank the Manging Director and Management members of Lukanga and Water Sewerage Company for their outstanding welcome they gaveduring field work and all my respondents from Kamushanga .ACRONYMS AND ABBREVIATIONS

CBMT Competence Based Modular Training

CBO Community Based OrganisationCCO Commercial and Customer Orientation CP Cooperating Partners CU Commercial Utility CSO Central Statistics OfficeDANIDA Danish Development Assistance DFID Development Financing International Fund DHID Department of Housing and Infrastructural Development DIIS Danish Institute for International Studies DISS Department of Infrastructure and Social ServicesDKK Danish Kroner DTF Devolution Trust FundDWA Department of Water Affairs

DWAF Department of Water Affairs and Forestry FNDP Fifth National Development PlanGRZ Government of the Republic of ZambiaGTZ German Technical Cooperation IWRM Integrated Water Resources ManagementJICA Japan International Cooperation AgencyKfW Kreditanstalt fur WiederaufbauLA Local Authority LCC Lusaka City Council LWSC Lusaka Water and Sewerage Company MEWDMinistry of Energy and Water DevelopmentMFNP Ministry of Finance and National Planning

MLGH Ministry of Local Government and Housing NRW Non Revenue Water NRWSSP National Rural Water Supply and Sanitation ProgrammeNTU Nephelometric Turbidity UnitsNUWSSP National Urban Water Supply and SanitationProgramme NWASCO National Water and Sanitation CouncilNWP National Water Policy

O and M Operations and Maintenance PEAP Poverty Eradication Action PlanPROSPECT Programme of Support for Poverty Elimination and Community Transformation PSP Private Sector Participation PSRP Public Service Reform ProgrammePPURSS Promoting Peri-Urban Sanitation ServicesRWSS Rural Water Supply and SanitationSI Statutory Instrument UN United Nations UNESCO United Nations Educational, Scientific and CulturalOrganisation UWSS Urban Water Supply and Sanitation VIP Ventilated Improved Pit latrine WASH Water Sanitation and HygieneWDC Ward Development Committee WFD Water Framework DirectiveWHO World Health OrganisationWRM Water Resources Management WSP Water Supply ProgrammeWSS Water Supply and Sanitation

ZMK Zambian Kwacha

ZS Zambia Standards

ZWS Zambia Water StandardsDEFINITION OF KEY TERMS

Economic: refers to the increase in commerce, employment and development level of income.Household: A household is defined as a number of people who live in the same dwelling and eat from the same pot.

Impact: the positive or negative effects that comes as a result of dam in the area.

Social : Refers to the wellbeing of people.ABSTRACT

Like in many counties, the provision of quality water supply and sanitation has been a major concern of the Zambian government and has received significant attention in terms of funding from governments and donor agencies with the aim of improving livelihoods. However, the actual delivery of water supply and sanitation services has generally not matched the concern, leaving gaps in effectiveness and consumer satisfaction. This research assessed performance of water supply and sanitation service provision in Kamushanga Township of Kabwe District from 2008 to 2014, following the 1994 Water Sector Reforms in Zambia. The study covered Kamushanga Township in Kabwe, Zambia representing middle income and low income respectively.

Purposive selection of household respondents, service providers and other institutions with a stake in water supply and sanitation was used. Performance of water supply and sanitation was assessed by questionnaire based interviews and observation. The aim was the assessment of peoples perceptions of the quality of water supply and sanitation services from 2008 to 2014. Results obtained indicate that although there has been an increase in numbers of people in middle income communities accessing clean water and supply hours at points of connection between 2008 and 2014, households in low income communities had less access to such services because of little investments in water supply and sanitation resources in low income communities.In terms of actual access, 75 percent of the population interviewed through the household survey had access to clean water in 2014. In addition, more people in the middle and high income communities had water access of 24 hours on a daily basis than those with fewer access hours. Sanitation coverage had also improved. Whilst toilets access was bad in low and middle income houses.

However, the same was not true with regards to households in low income areas. Service providers failed to supply water in low income communities at standpipes for a minimum of 6 hours on a daily basis. This was because of complications with manpower and poor work culture by personnel manning the standpipes. Additionally, low income communities were billed less on a social tariff rate for affordability hence service providers did not concentrate their efforts to supplying sufficient water to these areas. More supply hours were in high and middle income areas where it was believed that service providers did not operate at a loss. This was one way of ensuring service providers sustainability. Sanitation coverage was also still low inlow income communities. However there was a 9 percent reduction of people relyingon ordinary pit latrines for sanitation use by 2013. Consumer satisfaction was assessed by reviewing service hours of water supply, service related complaint, adequacy of service provision, consumer satisfaction of the service and turbidity of water supply. The assessment revealed that service hours were generally commendable for high and medium income communities. In fact, the service provision was found to be in accord with what was recommended by NWASCO over acceptable number of hours of water supply for each community. However, service hours were fewer for low income communities than the general recommendations proposed by NWASCO. Water supply and sanitation service related complaints were just slightly above average. Yet, there was a notable excellent knowledge base of where complaints could be raised, if consumers were dissatisfied with the service.

Technical issues related to water supply and sanitation challenged service provision in the study area and these included illegal connections to water supply, lack of records or maps showing location of piping system and old water supply and sanitation line networks. Illegal connections occurred due to late reconnection to water supply after being disconnected due to nonpayment of bills. Lack of records or maps showing location of piping system led to breaking pipes during construction of roads and houses, for instance. TABLE OF CONTENTS

Page DECLARATIONACKNOWLEDGEMENTSDEDICATION

ACRONYMS AND ABBREVIATIONS

DEFINITIONOF KEY TERMS

ABSTRACT TABLE OF CONTENTS

LIST OF TABLES

LIST OF FIGURES

CHAPTER ONE: INTRODUCTION 1.1 General Introduction

1.2 Background to the study

1.3 Statement of the problem 1.4 Objectives of the Study 1. 5 Specific Objectives of the study

1.6 Research Questions

1.7 Significance of the study

1.8 Scope of the study

1.9 Definitions of terms

1.10 Limitation of the study

1.11 Preview of the Organization of the Report

CHAPTER 2: LITERATURE REVIEW

2.1 Introduction 2.2 Water Supply and Sanitation Sector Reforms 2.3 Performance of Water Supply and Sanitation Sector

CHAPTER 3: DESCRIPTION OF THE STUDY AREA

3.1 Introduction

3.2 Physical features3.3 Social and economical Features

3.4 Physical Features

3.5 Population of Kamushanga Area 3.6 Climate3.7 Social and Economic features

CHAPTER 4: RESEARCH METHODOLOGY

4.1 Introduction

4.2 Research Design 4.3 Types of Data

4.3.1 Primary Data

4.3.2 Secondary Data

4.4 Data Collection instruments

4.4.1 Questionnaire schedule

4.4.2 Interview guide

4.4.3 Focus group discussion

4.5 Sampling

4.5.1 Sampling unit

4.5.2 Target population and sample size4.5.3 Sample selection and structure

4.6 Data analysis CHAPTER 5: PRESENTATION OF FINDINGS

5.1 Introduction

5.2 The performance of water supply and sanitation coverage in Kamuchanga Township5.3 Consumer levels satisfaction of water supply and sanitation service provision in Kamushanga Township.5.4 Enhancements and challenges to water supply and sanitation service provision

CHAPTER 6: DISCUSSIONS OF RESULTS

6.1 Introduction

6.2 The performance of water supply and sanitation coverage in Kamuchanga Township6.3 Consumer levels satisfaction of water supply and Sanitation service provision in Kamushanga Township.6.4 Enhancements and challenges to water supply and sanitation service provisionCHAPTER 7: CONCLUSION AND RECOMMENDATIONS

7.1 Introduction

7.2 Conclusion

7.3 Recommendations

References

Appendices Appendix 1

Appendix 2

LIST OF TABLESTable 5.1 Service hours of water supplyTable 5.2 : Satisfactoriness/adequacy of toilet facilities

LIST OF FIGURES

Figure 3.1 Location of the study area.Figure 3. 2 Map of Zambia showing Kabwe district

Figure 5.3 : Adequacy of Service Hours of Water SupplyFigure 5.4 : Consumer complaints of water supply and sanitation related problems from 2008 to 2014 in Kamushanga Township of Kabwe , Zambia

LIST OF PLATES

Plate 5.1 Tap water stand in Kamushanga TownshipFigure 5.2 : Water and Sanitation in Kamushanga TownshipPlate 5.3 Open pit lines as the mode of Toilet in Kamushanga Compound.Plate 5.4 Flash Toilet used by middle Income HouseholdsPlate 5.5 Service Hours

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