By Rosalia Kapri

Lilongwe, February 12, Mana: Vice President Dr. Michael Usi has praised the Lilongwe Water Board (LWB) for its commitment to implementing reforms that enhance efficiency and service delivery.

Speaking during his visit to the board on Wednesday, Usi emphasized the importance of measurable progress and collaboration in reform implementation.

“We hope that the presentation you have made allows you to take a moment to commend yourselves for implementing reforms and being a model for excellence,” Usi said.

The Vice President highlighted the importance of evaluating the impact of reforms, stating that success should not be measured by the number of activities undertaken but by tangible outcomes.

“So the reforms compel you to look at what exactly you have achieved by doing all that you have been doing. It is very critical that activities are carefully selected, because activities mean resources. Whatever activity is being implemented should be questioned, what impact is it going to have?” noted the Vice President.

He called on the LWB to enhance public engagement and educate communities about the difficulties in water supply management.

“The public needs to understand the challenges associated with water supply. When they do, they will be more willing to report vandalism and work with you to protect water infrastructure,” he said.

Usi also addressed concerns about customer service, particularly regarding water disconnections. He urged LWB officials to handle such matters professionally and with empathy.

“When people have their water disconnected, what hurts them most is not just the disconnection but what is said to them. The approach matters. Let’s ensure that we educate people on the importance of paying their bills rather than just punishing them,” he advised.

The Vice President reaffirmed the government’s commitment to accountability in public service. He warned against shielding underperforming or corrupt officials, stating that political connections should not protect anyone from consequences.

Usi commended the LWB for its initiatives in financial stability, renewable energy, and increased water supply coverage, urging the board to maintain its high standards.

Minister of Water and Sanitation, Abida Mia, highlighted LWB’s transformation into a modern and customer-focused institution, attributing its success to strategic thinking, innovation, and dedication.

“One of the most exciting milestones under the Reforms Programme is the Bottled Water Plant project. This initiative is a game-changer for the LWB, enhancing financial sustainability while ensuring high-quality drinking water,” she noted.

She also praised the board’s digital innovations, including a call center, a customer mobile app, and an automated sales system, all of which have improved service efficiency and revenue collection.

LWB CEO, Sili Mbewe, reaffirmed the board’s commitment to service excellence, financial sustainability, and innovation, emphasizing its remarkable progress under the ongoing reforms.

“Our vision is to be a financially viable water and sanitation utility in Africa, and we are proud to say we are making significant strides. Since 2019, our goal has been to enhance customer satisfaction, and we have exceeded our initial target, achieving an 80% satisfaction rating,” Mbewe stated.

Mbewe highlighted LWB’s recognition at the regional and national levels, including being ranked the second-best water utility by the Eastern and Southern Africa Water Regulators Association and the best-performing MDA in Malawi for the 2022-2023 financial year.

“Our water supply coverage now reaches 95% of Lilongwe’s population, with over 142,200 meter connections as of December 2024. We are also expanding our sewer network, currently at 150 kilometers, to improve sanitation,” he noted.

The CEO also outlined key infrastructure developments, including the recent rehabilitation and expansion of the Kamuzu Dam, which has increased storage capacity by an additional 7 meters.

He said LWB is working hard to address the challenges of urbanization, aging infrastructure, and increasing demand for water.

“With Lilongwe’s population growing each year, we are constantly adapting to meet the demand. Our focus is on expanding infrastructure, improving efficiency, and ensuring that every Malawian has access to clean and reliable water,” he said.

The Vice President’s visit reinforced the government’s commitment to efficiency, accountability, and service excellence. With continued reforms and collaboration, the Lilongwe Water Board aims to set a benchmark for water service delivery, not just in Malawi but across Africa.