Opening more water bill payment points
This practice concerns the increase in the number of points where customers can pay their water bill with less waiting time and lower transportation cost. This practice is very relevant as transportation costs are high due to the fuel crises and in some cases even may exceed the water bill. Sana’a LC established agreements and contracts with banks and post offices to enable water bill payment. The approach had a considerable impact on revenue collection also because they combined it with campaigns to make customers aware of the new collection points and the importance of bill payment for sustaining water and sanitation services.
Description of the problem
Customers of Sana’a LC could pay their bills at seven collection points, one in each of the six operational areas and one in the general administration office. This number was increased by making an arrangement with the post authority to facilitate water bill payment in their offices. However for many customers the distance was still considerable and waiting times could be long. It is also relevant to mention that due to the frequent fuel crises fuel became expensive. The cost of 20 litres of fuel may be equivalent to five times the average water bill. As a result even customers willing to pay their water bill did not do so because of the difficulties and cost involved thus generating revenue problems for the utility.
Description of the good practice
Sana’a LC strongly increased the number of locations where customers could pay their water bill. The established agreements banks, post offices and money exchange and transfer offices to enable customers to pay closer to their home or their work. Cooperation agreements and contracts have been established with different organizations who benefitted by receiving a small amount for each payment and also because it generated positive publicity for them. Participating organizations include: General Postal Authority, Yemen and Kuwait Bank, Al Kuraimi Bank, Agricultural Credit Bank (CAC Bank), Yemen Bank for Reconstruction and Development, and Sweid Exchange and Transfer. All these organizations have many branches and offices throughout the city. Electronic payment through banks, using SMS service was also facilitated allowing customers to safe even more time and transport cost. The approach was combined with different measures to make customers aware of the new collection points and methods (Figures 5 and 6). Customers can also make inquiries by calling the hotline (171) of Sana’a LC or by visiting their website.
Videos were prepared and made available on the website. These include information on the location of different collection points including those that are open for 24 hours. The videos also inform about the rights and responsibilities of customers in relation to drinking water and sanitation. Other materials were also disseminated through posters, public and private radio stations broadcasting information on the collection points, water service (rationing schedule), the need for water saving and the importance to pay the bill to ensure service sustainability.
Impact and sustainability of the good practice
This practice considerably increased revenue collection and contributed to ensuring continuity of water and sanitation services. The number of paid bills through the new points grew gradually from 4228 bills per month in January 2018 to 7157 in December 2019. The LC pays a fee of 1% of the collected amount to the collection points. The practice also contributed to improving the public image of the water utility. This practice is sustainable as it is a low-cost approach that facilitates customer payment by benefitting from the capacity available in banks, post offices and money exchange agents.
Required resources
This approach requires the development of contacts and contracts with financial organizations with a large network of office locations in the city. Furthermore it is essential to inform the customers through different means of communication to ensure that they know where to pay, why regular payment is essential to sustain the water and sanitation services and the need for water saving. This process includes the development of awareness raising tools and messages that need to be tested before being used on a large scale.
Figure 5 Utility poster showing the bill collection points
