Abstract
This paper explores through case studies the quality of water service delivery in four different water utilities in Kenya and Ghana. The research confirms that the utilities’ current performance indicators by themselves are insufficient to assess the access of users to good-quality water service delivery. The case studies show that low-income populations receive a poor quality of water service delivery. The paper concludes that benchmarking needs to be complemented with a more in-depth analysis of the water service delivery by water providers.
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