Nairobi Water
Company Acting Managing Director, Martin Nang'ole (left), takes Nairobi
Governor Johnson Sakaja (centre) through the physical model of the city’s sewer
network as part of an infrastructure review./HANDOUTThe Nairobi City Water and Sewerage Company (NCWSC) has completed the full digitisation of its customer onboarding and billing systems in an effort to cut losses in the water sector.
In the drive, all new applications and payments for water bills are processed through the digital channels for efficiency and transparency.
Non-revenue water (NRW, comprising losses from leaks, theft, and unbilled consumption) amounts to Sh11.2 billion annually, according to the Water and Sanitation Providers Association (WASPA).
NRW refers to water that is produced but not billed to customers due to physical losses, metering inaccuracies, or unauthorised consumption.
The utility said all new customer applications are now processed through its online portal, while billing has been fully migrated to digital platforms, with invoices issued via email and SMS.
NCWSC acting managing director Martin Nang’ole said the digital transformation drive is part of efforts to make Nairobi Water a “smart utility for a smart city,” aligning with the Nairobi City County Government’s vision for a modern, technology-driven capital.
“Technology is helping us improve efficiency, reduce losses, and enhance convenience for our customers. The transition to digital applications and billing has eliminated paperwork, reduced queues, and ensured faster turnaround times.”
The onboarding comes at a time when the government has already announced a Sh1.6 billion planned overhaul of Nairobi's water infrastructure, which will impact more than 200,000 residents and businesses across the Central Business District (CBD) and surrounding areas.
A report by the Auditor General, Nancy Gathungu, said that an analysis of non-revenue water done by her office shows that a total of 440,389,854 cubic metres of water was produced for 76 water companies that maintained and submitted production and only 235,984,081 cubic metres was billed-reflecting a further loss of 204,405,773 cubic metres.
NCWSC says the shift is expected to ease the process of doing business in Nairobi, particularly for real estate developers, businesses and new investors seeking water connection approvals.
By automating application and approval processes, NCWSC says it has reduced manual delays, making it easier for enterprises to obtain water connections a key step in securing construction permits and occupancy certificates.
Under the digitisation program, the company has also integrated automated meter reading and billing systems to enhance accuracy and minimise human error.
Additionally, NCWSC has rolled out a GIS-based asset management platform to monitor water and sewer infrastructure in real time, enabling faster identification of leaks, bursts, and service interruptions.
According to the company, these digital investments are designed to streamline operations, strengthen accountability, and improve overall customer satisfaction for the more than 4.5 million people served by Nairobi Water.
By combining operational efficiency with enhanced customer convenience, NCWSC says it is positioning itself to deliver more reliable, transparent, and affordable water and sanitation services across the city.
