Strategic Outsourcing of Revenue Collection and Service Delivery in the Water Service Provison: A Case of Kericho and Sanitation Company (Kewasco) In Kenya.
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Date
2021
Authors
Bii, Edna Chepkoech
Namsonge, Mary
Journal Title
Journal ISSN
Volume Title
Publisher
IOSR Journal of Business and Management (IOSR-JBM)
Abstract
This article argues that the outsourcing of revenue collection services improves service delivery in Kericho
Water and Sanitation Company (KEWASCO). The water service provision sector, like any other public service
entity, is under a lot of public pressure and scrutiny to continually improve its services. Under the regulatory
framework of Water Service Regulatory Board (WASREB), water service providers in Kenya have been
provided with the key performance indicators (KPIs) for service provision. Among the KPIs provided by the
regulator is the improvement of revenue collection efficiency, reduction of water losses as well as the
optimization of staff per thousand connections/customers. This study collected data from employees as well as
water consumers of KEWASCO. Samples were drawn from KEWASCO’s service area through clustering,
random as well as purposive sampling techniques. The findings of the study demonstrated that the outsourcing
of revenue collection services made payment of water and sewerage services easier and ultimately improved the
revenue collection efficiency of the company. Additionally, outsourcing of revenue collection services freed the
company employees to carry out other core functions of the company hence reduction of overall cost of
production in the organization. Finally, the study recommends, among other things, that KEWASCO should
carry out proper sensitization, targeting the elderly customers, so that digital money transfers may be more
acceptable. This will increase revenue in the company.
Description
A research article published in IOSR Journal of Business and Management (IOSR-JBM)
Keywords
Service delivery, Strategic outsourcing, Revenue collection, Water service provision and Kericho Water and Sanitation Company
Citation
Edna Chepkoech Bii. “Strategic Outsourcing of Revenue Collection and Service Delivery in the Water Service Provison: A Case of Kericho and Sanitation Company (Kewasco) In Kenya.” IOSR Journal of Business and Management (IOSR-JBM), 23(05), 2021, pp. 01-05.