Leveraging integrity for better performance of water utilities
A complete integrity management toolbox
Integrity is vital for water utilities to deliver good services, build stakeholder trust, protect reputations, and safeguard finances and performance from corruption and mismanagement. Leading utilities proactively build and maintain integrity. We have tools to help.
InWASH is a complete integrity management toolbox for water utilities. It is used to identify areas for improvement and plan integrity action in a participatory and practical manner. It focuses on internal business processes and includes tools for human resources, accounting, contract management, and customer relations.
How it works
InWASH is ideally implemented as a phased process facilitated by an integrity coach, an organisational change management expert trained on integrity.
InWASH has been developed with support from the IDB, GIZ, cewas, and SIWI. Its basic components have been applied by over 20 utilities worldwide. WIN has worked with utilities directly engaging in an integrity process and has also worked with regulators and funders using integrity management tools to benchmark and incentivise groups of utilities.
What is in InWASH
A detailed methodology to launch an integrity management process with guidance from a coach.
The Integrity Assessment: 15 straightforward indicators to benchmark current integrity practices, based on international best practices and aligned with Aquarating standards.
Clear descriptions of typical integrity risks that can undermine the work of water and sanitation service providers.
A business model exercise to evaluate how poor integrity impacts a utility’s core functions and how it will improve.
Descriptions of more than 50 practical tools to inspire a change management process that fits the needs and realities of each utility.
Resources for utilities
In Bangladesh, KWASA halved the time needed to process new connections and improved customer approval ratings, through transparency and streamlined operating procedures.
In Albania, Gjirokastra Water and Sewerage Utility reduced illegal connections and non-revenue water by focusing on staff motivation issues and better monitoring and field inspections.
In Peru, SEDAPAL’s compliance and integrity unit uses integrity management to mitigate risks of corruption in procurement, clandestine connections, and abuses in water billing.