Service differentiation as an improvement strategy for access to water in urban low-income areas: evidence from three Kenyan cities

Abstract

ABSTRACT In dealing with the challenges associated with water supply in urban low-income areas, water utilities are increasingly adopting service differentiation, which revolves around servicing different customer groups with different supply modalities. This article examines how such differentiation through the use of water kiosks and yard taps satisfies the water needs of consumers in low-income areas in three Kenyan cities. Based on an analysis of the reliability, affordability and accessibility of the water supplied, we conclude that while service differentiation has led to some improvements in access to piped connections in low-income areas, it also risks reinforcing the inequalities in access to water.