The Kampala Water Supply Service Area (KWSSA) is one of twenty-two urban centres managed by theNational Water and Sewerage Corporation (NWSC), a public utility owned by the Government of Uganda. Owing to the size of the city and the scope of operations, management of KWSSA is decentralized to eleven administrative units referred to as Branches, which in turn are further subdivided into smaller geographical units, called Territories.
“Territorial Management”, a concept practiced within KWSSA, involves sub-division of the area ofoperation of a utility into geographical units small enough for a designated individual, the TerritorialManager (TM), to gain a personal knowledge of, and greater contact with, the customers within hisjurisdiction. This closer focus should, in principle, enable the TM to better control aspects of water sales and revenue collection within his territory, and at the same time make him more directly accountable forits performance relative to that of the company as a whole. Proper territorial management should act bothas an incentive for competition amongst territories (leading to global performance gains) and a basis forreward of exceptional achievers.
This paper describes the establishment of a web portal providing an integration framework for various GIS tools and services designed to support territorial customer account management within KWSSA. Inthe paper, a geodatabase has been established for a selected “Model Branch”, and a set of prototype webmappingapplications designed and implemented. These tools provide functionality for tracking the connection status of individual customers, their consumption and payment histories, as well as complaints received from the customers. The various tools have been brought together within a single vertical webportal, which also provides links to other kinds of information as well as customized content aggregations(mash-ups) relating to the organization.
Web portal, Geographic Information Systems, Urban water utility management, Web mapping application, Spatial Decision Support Systems