The Challenges of Practicing Monitoring and Evaluation in Utility Service Delivery: Employee Perspectives at Lusaka Water Supply and Sanitation Company (Lwsc) in Kafue District, Zambia

The research examined the Challenges of practicing Monitoring and Evaluation in Utility Service Delivery: Employee Perspectives at Lusaka Water Supply and Sanitation Company (LWSC) in Kafue District, Zambia. The study employed a program theory and qualitative approach. Data was gathered from 32 participants in Kafue district through Focus Group Discussions (FGDs) with LWSC staff and customers. Content analysis was applied to analyze the captured data into respective themes which were established. The study established M&E system and practices such; field visits, customer complaint resolution, work plan, strategic planning, Performance Management System (PMS) and Real time meter reading as being used by LWSC.Challenges such as limited skill set in M&E, data management, inadequate budget allocation for M&E, use of professionals to conduct assessments, lack of trainings in M&E and lack of engagement with customers were identified as hurdles for practicing M&E at LWSC in Kafue District. Recommendations included: planning for M&E personnel or M&E focal point at least at regional level if funds are not available to cascade the function to branch level, planning for capacity building and training in M&E related matters, continuous reviewing of the processes, continuous review of the processes, procedures and tools as time evolve, specifically plan and budget for M&E activities and holding engagement sessions (i.e. at least once or twice per year) with customers to gather feedback pertaining service delivery.