Abstract
It is expected that adequate quantity and quality of service delivery is one of the preconditions that contributes to safe water and sanitation delivery. Yet the human resource gap in WATSAN sector is relatively unknown (S. Cavill & D. Saywell, 2009). This paper outlines a piece of research that was conducted to provide a reliable skill gap assessment and building solution in Ghana to national water utility provider staff members, stakeholders and influencers.The Purpose of the Research is to undertake Training Needs Analysis that will be followed up with Capacity Gap Assessment and Enhancement in urban water management and service delivery in Accra and Sekondi- Takoradi Metropolitan Assembly, GhanaThe research found significant relationship between staff, stakeholders and influences service quality delivery and customer satisfaction. Therefore, the study was followed up with staff, stakeholders and influencer’s capacity building initiatives and motivation techniques, communication skills, cost reduction strategies, assets maintenance, billing cycles, monitoring and evaluation as panacea to quality service delivery. Furthermore, the study recommended that the management, influencers and stakeholders should reexamine and re programme the organization’s conceptual framework, vision, mission and operations such as their customer data base system to capture their customer’s profiles and needs so as to deliver customer focused services.Key Words: WATSAN, Utility, Influencers, Service Delivery, Customer, Staff, Stakeholders, Capacity, Ghana
Highlights
The rapid rate of urbanization in Ghana has brought into focus the urgent need for planned action to manage water supply systems effectively
With increasing populations coupled with existing challenges inherent to conventional urban water distribution, it is becoming difficult to provide reliable water
In order to meet these challenges, there is the need for further capacity building in urban water distribution systems
Summary
The rapid rate of urbanization in Ghana has brought into focus the urgent need for planned action to manage water supply systems effectively. With increasing populations coupled with existing challenges inherent to conventional urban water distribution, it is becoming difficult to provide reliable water. In order to meet these challenges, there is the need for further capacity building in urban water distribution systems. Weak appreciation of policies that seeks to address the needs of all segments of the population and provide for strategies and plans that target poor segments of urban areas hinders scaling up of services. The aforesaid challenges required adequate human capital development for the WATSAN sector in Ghana. These have long been recognized as priority issue
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