PoC for Non-Revenue Water reduction and E2E utility management with ZAWA

Outline of Implementation
The pilot was conducted across three supply schemes—Dimani, Masingini, and Saateni—selected for their contrasting infrastructure maturity, customer density, and metering coverage. This strategic choice enabled the platform to be tested across varying operational conditions, from newly developed systems to legacy infrastructure.

Key utility functions were digitalized through the introduction of a central platform and mobile applications. Customer complaints were recorded and tracked through an automated ticketing system, enabling timely assignment and follow-up. Meter reading, disconnection, and reconnection workflows were digitalized and tested during the pilot, with ongoing conversations held with the Maji IS team to explore integration with existing customer and billing data systems. Field teams received and updated tasks in real time, while daily logging of pumping and production data was standardized with photo and GPS verification. These capabilities were designed to work in tandem, providing end-to-end visibility and coordination across departments.

A structured training program was delivered to ZAWA staff members, tailored to their functional roles. Customer service personnel were trained in ticketing workflows and automated SMS feedback, while billing and revenue teams focused on digital meter reading, anomaly detection, and account reconciliation. Field technicians were equipped with mobile tools for reporting and task execution, and production teams received guidance on data logging and operational reporting. Senior management were introduced to dashboards for monitoring key performance indicators and driving data-informed decision-making.

During the pilot, over 1,700 operational tasks were processed through the platform. All complaints received during the period were managed digitally, significantly improving traceability and accountability. Billing accuracy improved in Dimani and Masingini, although adoption of the meter reading module was limited by regulatory overlaps with the incumbent Maji IS system. Task management showed strong uptake in leakage reporting and routine maintenance, while daily production records were successfully captured, laying the foundation for future integration with SCADA and HMI systems.

The pilot demonstrated the feasibility of deploying an integrated digital utility management platform in a resource-constrained environment. It delivered full automation in customer complaint handling, enhanced operational oversight, and laid the groundwork for improved production monitoring and revenue oversight. Insights from the pilot have informed a set of practical recommendations to support institutional scale-up, system integration, and long-term sustainability.

Dickson Marira

At Wonderkid Multimedia Limited, we are honored to have partnered with the Zanzibar Water Authority (ZAWA), JICA DXLab, and Boston Consulting Group in the development and implementation of a Utility Management Platform (UMP) for Zanzibar. This collaboration has been a vital step in enhancing ZAWA’s operational capabilities and building a sustainable foundation for digital transformation within the utility.

Through the Proof of Concept (PoC), we introduced digital tools tailored to ZAWA’s context—empowering field operations, improving task and complaint management, and enabling more effective monitoring of customer engagement and water service delivery. Despite some challenges, including integration constraints and institutional transitions, we have seen promising adoption by ZAWA staff, with many reporting increased productivity and satisfaction with the tools.

As a regional leader in water utility digitalization, we deeply understand the transformative power of technology in resource-constrained environments. This project reinforces our belief that well-designed digital solutions, implemented with committed collaboration, can significantly improve service delivery, customer experience, and sustainability in water utilities.

We commend ZAWA’s teams for their openness to innovation, and we thank JICA and BCG for their unwavering support and vision. We look forward to continued engagement in Zanzibar’s digital journey and to seeing the positive impacts of these foundational efforts unfold over the years ahead.