Community Score Card

on NAWEC’s Water Service Delivery in Greater Banjul Area

Main Findings

As a daily need for everyone, portable drinking water should be accessible and affordable to everyone, especially water services provided by a state company. While water is affordable in all the 5 communities assessed, Bakoteh pays higher water bill, which when compared to the average monthly income in the settlement is not affordable. The results of the survey reveals that while households in Bakoteh pay more for water services, the receive lesser water coverage than the remaining communities.

In Bakau, user satisfaction on NAWEC water service is very low while Bakoteh, London Corner and Faji Kunda also demonstrated lack of user satisfaction. Respondents from Bakau, prefer an alternative source of water supply (borehole) than NAWEC. Households also complained about the water bill not reflecting the coverage of water supplied by NAWEC for the billed month.

The report also shows that Bakau and Bakoteh receives an average of 9 hours water supply per day which is does not meet their daily demand.


To conduct and independent user perspective on the quality and quantity of water supply, an evident-based approach has been used in this survey through the development of Community Score Card (CSC). The CSC collects independent user perspective on the provision of water supply from NAWEC through set of indicators that collects both qualitative and quantitative data on the identified problems. The CSC for this survey was developed by an independent expert in the field of Water and Sanitation Hygiene (WASH). The indicators in the score card ask the following questions:

  • Quality: Does the water have an abnormal smell, colour, taste?
  • Quantity: What is the average volume of water used per household (litres per capita per day)?
  • Coverage: Number of beneficiaries per location
  • Continuity: Number of hours of service per day
  • User satisfaction: On a scale from 0 to 5, how satisfied are beneficiaries with water services?
  • Condition of service:
    • How many inspections of the meter were made in the last 12 months?
    • Number of connections with water service
  • Affordability:
    • How much do you pay monthly for water service? What is your monthly pay?

    The above indicators make up the Community Score Card which is being assessed by trained Field Enumerators and Supervisors. Enumerators conducts face-to-face interviews with household heads or the breadwinner of the family to collect data on the above indicators and as well take photo evidences of the following:

    • Color of the water
    • Water leakages
    • The readings of the water meter
    • Water bill and
    • Opened Tap (to verify that there is no water supply from NAWEC)

    Given this reality, the scope of the pilot CSC for Gambia Participates focused on urban water services in the Greater Banjul Area (GBA). Six communities were chosen based on the following categories:

    1. wealthy, highly-transited, tourist areas;
    2. middle class areas;
    3. settlements.
      1. Ten households/locations were assessed per category given a small sample size of 30 households. This allows Gambia Participates to conduct an expedited assessment under this pilot project in Bakau, Bakoteh, Banjul, Ebo Towm, Fajikunda and London Corner.


        Gambia Participates as per the findings of this pilot CSC project on water services in the 6 communities hereby recommend the following recommendations to NAWEC but as well as the Ministry of Fisheries and Water Resources, the central government of The Gambia and its bilateral and multilateral partners, in order to improve water service delivery in the Greater Banjul Area.

        1. NAWEC should increase the number of inspection on meters and water connection in the GBA.
        2. The cause for higher water bill with less coverage in Bakoteh should be investigated and address by the government through the Public Utilities Regulation Authority (PURA).
        3. Banjul receives smelly water, mostly during maintenance work by NAWEC without informing the users ahead. Thus, to prevent the occurrence of health effects by users in Banjul, NAWEC should establish a mechanism to ensure water supplied in and beyond Banjul are free from smell, taste or color.
        4. NAWEC should as well address the low coverage of water, especially in Bakoteh and Bakau.
        5. There should be an established office responsible for water service delivery at the Ministry of Petroleum or PURA to serve as an oversight office on NAWEC for water affairs.
        6. Download Report

          The Community Score Card on NAWEC’s Water Service Delivery in Greater Banjul Area Report the rationale, process, and findings of the research activity. You can download it to get better understanding of the research invetigation and what was found.