Nairobi City Water and Sewerage Company (NCWSC) has taken a major step in modernizing the city’s water services through full digitization of customer registration, applications, and billing processes.
The initiative comes as Nairobi battles persistent non-revenue water (NRW) losses, which include leaks, theft, and unbilled consumption, costing the city approximately Ksh11.2 billion annually. Through the online portal, new connection applications are processed digitally, while billing is now delivered via email and SMS, improving convenience, transparency, and turnaround times.
Acting Managing Director Martin Nang’ole said, “Technology is helping us improve efficiency, reduce losses, and enhance convenience for our customers. The transition to digital applications and billing has eliminated paperwork, reduced queues, and ensured faster turnaround times.”
The digitization effort is complemented by automated meter reading and billing systems to minimise errors, speed approvals for developers and businesses, and streamline operations for all users.
This rollout aligns with Nairobi City County Government’s vision of a modern, technology-driven capital and is further supported by a Ksh1.6 billion government investment to upgrade water infrastructure across the Central Business District and surrounding areas, benefiting over 200,000 residents and businesses.
An Auditor General report highlighted that of 440 million cubic metres of water produced, only 235 million cubic metres were billed, leaving a shortfall of 204 million cubic metres. NCWSC says digitization will significantly reduce this gap while improving service reliability.
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