Improvement of water utility management in Tajikistan: reduction in water wastage using a metered tariff system

Tajikistan is a country in Central Asia with rich water resources. However, drinking water is used for agriculture and other non-drinking purposes owing to the fixed tariff system. Consequently, the overall level of water services has deteriorated and generated revenue is insufficient for operation and maintenance costs. Therefore, this study aimed to improve the quality of water supply services by providing hardware support, such as the construction of wells and the renewal of water distribution pipes. However, because hardware improvement alone cannot sufficiently enhance water supply services, software support to improve the capacity of the Vodokanal (utility) staff, including the preparation of a metered tariff system, was implemented through a technical cooperation project. The project successfully raised customer awareness of water conservation and the water consumption rate was reduced to two-thirds of that before the implementation of the project. Additionally, the water quantity, quality, pressure, and supply hours in the targeted area were significantly improved. Despite the resulting increase in financial burden, customer satisfaction regarding the water supply was enhanced from 51% before the project to 100% in the second half of the project. Simultaneously, the water supply revenue increased by 24% and this increase contributed to sustainable water supply management.