The Ghana Water Limited (GWL) has deployed 200 national service personnel (NSP) to support arrears recovery, customer education and field operations.
The initiative is an important step in the company’s efforts to improve revenue mobilisation, strengthen customer relations and accelerate digital transformation.
At the launch of a Revenue Arrears Reduction and Electronic Payment campaign in Accra last Wednesday, the Managing Director of GWL, Adam Mutawakilu, said the NSP to be deployed would work with their district offices to identify, report and help recover outstanding arrears, while also educating customers on the use of GWL’s electronic payment platforms.
He stated that the trained service persons have been equipped with tablets to help them geolocate customers and trace accounts.
They have also been given identification cards and reflective vests to enable easy identification and enhance efficiency in the discharge of their duties.
Mr Mutawakilu said that currently, about 32 per cent of the company’s total revenue was collected through the digital platform, stating that their target was to move all customers onto electronic channels, including the GWL app and the *1010# shortcode.
“You are not supposed to collect arrears in cash. Your duty is to educate customers and help them to adopt our digital payment systems, which are convenient, safe and transparent,” he addressed the service persons at the launch.
He stated that as of December 31, 2025, the company’s arrears stood at GH¢866 million, with GH¢551 million linked to the Accra-Tema Metropolitan Area alone.
Focus
The GWL MD said the programme was deliberately focused on the Accra-Tema Metropolitan Area since the area accounted for about 63.7 per cent of total arrears nationwide.
As part of their roles, he said the service persons would engage customers professionally, explain their bills and encourage timely payment.
Mr Mutawakilu stressed that their performance would be assessed based on their contribution to arrears reduction in the coming months.
He said GWL had dedicated teams to investigate and prosecute such cases, and added that the service persons were expected to report any suspected illegality they encountered in the field.
In addition, he said the service persons would serve as field ambassadors to strengthen community engagement, build trust, dispel misinformation and protect the values of the company.
Mr Mutawakilu, however, cautioned them to uphold high standards of professionalism and integrity, warning that misconduct, extortion, falsification of reports or any action that would bring the company into disrepute would attract severe sanctions, including dismissal and reporting to the National Service Secretariat.
“Everything you do must reflect our values of service, responsibility, transparency and excellence.
You must work hard, remain disciplined and make a meaningful impact during your service period,” he said.
Lasting solutions
The General Manager in charge of Finance and Administration at GWL, Lucas Amewudah, reiterated that the decision to leverage service persons was aimed at reducing financial risk, halting the further accumulation of arrears and deepening the company’s digital payment penetration.
With specific reference to the Accra–Tema Metropolitan Area, he said management was confident that making a significant impact in the region would create a positive ripple effect across the country.
Source:
www.graphic.com.gh