Project Overview

The baseline study was initiated to critically assess the water service delivery landscape in Northern Uganda, focusing on Northern Umbrella Water Services (NUWS), which serves both host and refugee populations. These communities often struggle with inconsistent and unreliable water services, which impacts their quality of life. The study aimed to provide actionable insights for NUWS to improve both customer satisfaction and operational efficiency, with the ultimate goal of enhancing service delivery across the region.

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Project Objectives

The primary objectives of the study were to:

• Assess the quality and reliability of water services provided by NUWS in Northern Uganda
• Measure customer satisfaction among diverse populations, including host and refugee groups
• Identify operational inefficiencies within NUWS and offer recommendations for improvement
• Equip NUWS with strategic insights to inform future planning and service enhancements

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Athena's Role in Project Evaluation

Athena Infonomics played a central role in designing and executing the study, using a cross-sectional research design. The team collected data from a representative sample of 400 respondents across two management zones: Zone 1 (Intervention Area) and Zone 2 (Control Area).  

The study employed a mixed-methods approach to thoroughly evaluate water service delivery:

• Quantitative Surveys: These surveys provided overarching metrics on customer satisfaction and service quality across the two zones, allowing for a comparison between the intervention and control areas
• Qualitative Interviews: In-depth interviews were conducted to explore individual and community perspectives on water services, offering valuable context and insights into the challenges faced by these populations
• Data Analysis: Athena utilized advanced statistical software to analyze the survey data, ensuring a rigorous quantification of results and identifying key trends and areas for improvement within NUWS operations

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For more information about the project, reach out to Abison Paul and Manav Sharma.

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‍Image: Flickr - for representational purposes only