Procedure for Adapting the Opening Hours of the Water Kiosks

Toolkit for Urban Water Supply Projects

Module 3

Remarks Concerning the Adaptation of

the Business Hours of Water Kiosks

1Why Adapting the Business Hours of Water Kiosks?

Low Operator incomes and unmotivated Operators (individuals and groups) are one of the main threats to the sustainability of a kiosk system. Low Operator incomes often result in low collection efficiencies.

If a kiosk has relatively few clients, it is advisable to adapt the business hours of the kiosk to the number of clients as well as to their consumption patterns and fetching behaviour.

2How to Adapt the Business Hours of the Kiosk?

The business hours can best be adapted when the kiosks have been in operation for at least 2 months (2 complete billing cycles).

The business (opening and closing) hours of a (single) kiosk should be adapted on the basis of talks between the Kiosk Supervisor (the WSP), the Kiosk Operator, the Chief and the customers of the kiosk. Preferably this discussion takes place during a meeting organised near (next to) the kiosk.

During the meeting the following questions have to be addressed:

Does the Operator respect the business hours that were set by the WSP?
Is there always water at the kiosk during the business hours?[1]
Are these business hours adapted to the fetching practices of the customers?
What are the peak demand hours (during the day)?
When is it quiet at the kiosk?
What are the complaints and the preferences of the customers?
What are the complaints and the preferences of the Operator?
How can business hours be adapted to the wishes of the customers and of the Operator?

When trying to asses existing water fetching patterns, it is useful to consider the following questions:

The time the first customers arrive at the kiosk in the morning.
Peak demand periods.
Demand during lunch hours (between 12.00hrs and 15.00hrs).
The time the last customers arrive at the kiosk in the evening (special consideration will have to be given to customers who wish to fetch water after 18.00 hrs).
Demand for the other products that are sold at the kiosk. Condoms, for example, are especially sold after 17.00 hrs.

Operators should be allowed to keep their kiosks open before and after the agreed upon business hours, if they wish to sell water or groceries.

It is important to note that the business hours of the kiosks need to be adapted to the clientele of each kiosk. This means that opening hours may differ from kiosk to kiosk. However, the adaptations made should not encourage clients from a particular kiosk to try start fetching water at a nearby kiosk using the pre-payments made at the kiosk where they usually fetch water from.

3Procedure for Adapting the Opening Hours of the Water Kiosks

The procedure for adapting the business hours of the kiosk is described in the Section: “Short Procedure for Adapting the Opening and Closing Hours of the Kiosks”.

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Toolkit for Urban Water Supply Projects Module 3 Adapting the Business Hours of Water Kiosks

[1]If the pattern of consumption, consumption levels and peak demand hours at the kiosk, are influenced by Company supply (rationing programmes or major repair works), these technical problems, if resulting in irregular supply or low pressure, should not have an impact upon the new business hours of the kiosks.

In other words, the adaptation should be based upon the consumption patterns of customers during days when supply is regular (continuous) and pressure sufficient.If the month following the inauguration of the kiosks, supply has been characterised by water rationing, irregular supply or insufficient pressure, the adaptation procedure has to be postponed.