NWSC wins Utilities and Government Services Digital Excellence Award

The National Water and Sewerage Corporation (NWSC) emerged winner of the Utilities and Government Services Digital Excellence Award at the 12th Digital Impact Awards Africa, held on November 14, 2025, at the Kampala Serena Hotel. The awards were part of the Digital and Financial Inclusion Summit, held under the theme “Maximising the Digital Dividend,” which brings together key players from government, industry, and the innovation ecosystem to advance digital and financial inclusion across Africa.

“I have consistently maintained my conviction that technology has the potential to revolutionize lives, both as an entrepreneur and a leader. We are currently at the forefront of a digital revolution that is reshaping how government services reach our people," said Hon. Joyce Nabbosa Ssebugwawo, Minister of State for ICT and National Guidance, who graced the event as the chief guest. She noted that Uganda’s progress in digital transformation and e-governance is guided by strong frameworks, including the Digital Uganda vision and the Digital Transformation Roadmap, which aim to deliver services that are more transparent, timely, and citizen-centered. The minister’s remarks highlighted the government’s commitment to leveraging digital tools to ensure that public services, like those provided by NWSC, are accessible, efficient, and responsive to citizens’ needs.

Hon. Nabbosa praised NWSC’s excellence in service delivery, describing it as “one of the best performing government institutions, pushing the Government’s e-governance agenda.” She further remarked, “Digital innovation is the cornerstone of building trust, accountability, and improved service delivery across Uganda’s public sector.”

The event also celebrated individual leadership, naming John Fisher Sekabira, NWSC’s Manager of Marketing and Digital Communications, as Public Sector Digital Communications Champion of the Year for his exemplary work in transforming customer engagement. This recognition, alongside NWSC’s institutional achievements, highlights government’s continued efforts to leverage innovation to deliver citizen-centered services and strengthen trust in public institutions, setting a standard for modern, inclusive, and responsive public service in Uganda.

NWSC’s award recognizes its exceptional progress in harnessing digital platforms to enhance customer experiences and operational efficiency. The corporation’s Digital Self-Service Portal, mobile app, and e-billing system empower millions of customers to access account information, monitor water consumption, report issues, and make bill payments anytime without visiting physical offices. The multiple payment channels like mobile money, mobile banking, electronic funds transfer, and direct debit have made water services more convenient and accessible countrywide.

According to data from NWSC’s 2023/24 performance, customer trust in digital services continues to grow. A nationwide survey of over 10,000 users recorded an 80 percent satisfaction rate with the digital billing convenience, while the Customer Satisfaction Index stands at 79 percent, surpassing the international benchmark of 70 percent. Nearly all (98 percent) payments are processed electronically supporting improved revenue efficiency.

On the operational front, NWSC employs advanced technology to manage water networks, improve meter reading accuracy, and reduce water losses. Non-revenue water has been successfully brought down to 34 percent, ensuring a more reliable and cost-effective water supply system. Serving approximately 23 million people across 282 towns, NWSC’s digital transformation efforts are central to expanding water access at scale.

NWSC’s recognition with the Utilities and Government Services Digital Excellence Award highlights the impact of digital innovation in transforming public service delivery. This achievement serves as an inspiration for other government ministries, departments, and agencies to accelerate the adoption of digital solutions in line with Uganda’s Digital Transformation Roadmap, whose implementation is spearheaded by the Ministry of ICT and National Guidance.