A Journey of Institutional Change: Extending Water Services to Nairobi’s Informal Settlements

This Topic Brief sets out the process of institutional change undergone by Nairobi City Water & Sewerage Company (NCWSC) to extend services to the informal settlements of Nairobi.

Beginning with the creation of an Informal Settlements Department (ISD) in 2009, the utility has implemented a set of structural reforms, strategies and service delivery approaches which have engendered significant progress towards citywide service provision, and which can be instructive for utilities facing similar challenges across sub-Saharan Africa.