Published: July 4, 2025
MONROVIA — The Liberia Water and Sewer Corporation (LWSC) has launched a two-day external stakeholder engagement to validate its new Service Delivery Charter (SDC), a five-year roadmap aimed at reforming the utility’s operations and raising standards in water and sanitation service delivery nationwide.
Held Thursday, July 3, at LWSC’s Monrovia headquarters, the forum brought together high-level participants, including government officials, representatives of the African Development Bank (AfDB), civil society actors, and customer groups. The event marks a significant step in the corporation’s effort to secure public feedback and buy-in for its 2024–2029 service commitments.
Missed Recognition Spurs Reform Push
LWSC Managing Director Mohammed Ali opened the session by referencing a recent national awards ceremony hosted by the Office of the President to honor high-performing public institutions. Despite praise for its service improvements, LWSC was not among the recognized entities—an omission Ali said was felt deeply by the staff.
“I’m sure you’re aware of the award ceremony at the Ellen Johnson Sirleaf Ministerial Complex,” Ali said. “Some institutions were awarded, and people were asking why Water and Sewer wasn’t recognized. That award was based on the initial implementation of the Service Delivery Charter—and our delay in publication cost us.”
Ali acknowledged that LWSC failed to publish the charter on time, a requirement for consideration, but called the setback a motivator to complete the process through broad stakeholder input.
“This engagement is one of the most important requirements of the Charter itself,” he said. “We are now turning to you—our partners, customers, and collaborators—to help shape a document that reflects collective expectations and realistic goals.”
He also praised the Ministry of Public Works and development partners like the AfDB for their collaboration and urged continued engagement.
Ministry of Education Welcomes Initiative
Representing the Ministry of Education, Assistant Minister for Student Personnel Services Sona T. Sesay hailed the initiative as a timely move to strengthen public-sector accountability.
“We commend the LWSC for taking the bold step to bring in stakeholders,” she said. “The Ministry of Education stands with you in this journey, and we will do what we can to ensure that students, schools, and the general public benefit from improved water services.”
Charter Framed as Living Document
LWSC Deputy Managing Director for Administration T. Wilson Gaye provided context for the Service Delivery Charter, describing it as part of a national mandate for public institutions to set measurable performance benchmarks.
According to Gaye, the charter is more than a planning tool—it is a customer-facing document that outlines service expectations, delivery methods, and rights and responsibilities.
“Today is about laying that foundation through collaboration,” he said. “This is not just a presentation—it’s a conversation. We are asking you to contribute, critique, and help us finalize a charter that serves the people.”
Gaye added that the first day of the event was focused on institutional and development partners, while the second day would involve community members from Montserrado and surrounding counties.
Customer-Focused Vision Unveiled
During a joint presentation, Sales and Marketing Director Oscar Otto and Customer Service Manager Joyce Bernard laid out the broader vision of the SDC. They said the charter goes beyond operational policy to become a tool for rebuilding public trust and ensuring accountability.
Bernard emphasized that many current frustrations—such as delayed response times and inconsistent services—stem from systemic gaps the charter is designed to fix.
“We are aware of the challenges, and that is why this charter is critical,” she said. “It defines how quickly we respond to service calls, how we handle feedback, and how we manage operations with integrity.”
Otto highlighted the transformation agenda embedded in the document, including plans to expand infrastructure, improve communication with customers, and institutionalize ethical and transparent practices.
“This is about creating a reliable and sustainable utility—not just for today, but for future generations,” he said.
Rebuilding Public Trust
Once validated, the charter will become a performance reference for service efficiency, customer responsiveness, ethical operations, and overall quality assurance. It will also set standards for feedback collection and grievance resolution—two areas where public confidence in utility services has historically lagged.
For many stakeholders, the engagement went beyond technical validation. It symbolized a shift toward more inclusive, accountable public utility governance.
“This charter gives people something to hold us to,” Gaye said. “It’s not just words on paper—it’s a promise backed by action.”
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