Since 2006, KIWASCO has worked with local community actors known as Master Operators (MOs) to extend water distribution and customer management in the low-income settlements in Kisumu.
Between 2024 and 2025, five Master Operators received support through the Delegated Management Model (DMM) Capacity Development for Sustainability project. The support included digital billing systems, training, branding and marketing, with the aim of strengthening their operations and sustainability.
This report shares lessons from the project, drawing on the performance of the five Master Operators tracked between August 2024 and September 2025. It highlights what worked, the challenges encountered, and lessons for strengthening delegated water management models in low-income settlements.