The effectiveness of knowledge transfer in water operator partnerships : Case study of the water operator partnership between WASAC and VEI in Rwanda

Globally, most public water utilities, especially those in developing countries, are characterised by poor performance and low cost recovery as result of a lack of human and institutional capacity. Among the overarching challenges facing water supply utilities especially in developing countries include high level of non-revenue water. In 2006, UN Secretary General Kofi Annan supported water operator partnership (WOP) as a means for improving performance of water utilities by capacity building through knowledge transfer and to meet the MDG targets for water and sanitation. Since that time, many WOP have been implemented but there is a gap in understanding the effectiveness of knowledge transfer in a WOP. Currently measurement of effectiveness of knowledge transfer is based on achievement of performance targets by the mentee which narrows the effects of knowledge transfer to final results. There are no specific indicators which trace the effectiveness of knowledge transfer in a WOP. Therefore this study focuses on what determines the effectiveness of knowledge transfer in a WOP. This case study based research focused on knowledge transfer on NRW in a WOP between VEI (from The Netherlands) and WASAC (in Rwanda). A framework was developed for examining the current knowledge transfer process on non-revenue water in a WOP. It was used to analyse how the process of knowledge transfer contributes to the non-revenue water performance of the mentee water operator and for identifying factors that can affect the process of knowledge transfer. Interviews with VEI experts and WASAC employees, as well as focus group discussions, observations and document reviews were undertaken and used as the empirical basis for analysing the effectiveness of knowledge transfer on NRW in this water operator partnership. The results of this research reveal that different modalities are used to transfer knowledge on NRW in a WOP. These modalities improve skills and change the behaviour of mentee water operator on NRW reduction. Continuous backstopping support of the mentee during the process of knowledge transfer is important to enhance the effectiveness of the process in a WOP. The study also found that lack of motivation of mentee water operator's employees and insufficient planning for both mentor and mentee could hinder the process of knowledge transfer in the WOP. The analysis suggests that measurement of effectiveness of knowledge transfer should not be limited to the final results but also consider the contribution in the improvement of skills and the change in behaviour of the mentee due to the newly acquired skills. This research suggests that for effective and sustainable knowledge transfer, the knowledge acquired by the individuals should be internalized in order to be developed and after that should be expanded from individual level up to organizational level of mentee water operator through institutionalization. Finally the study suggests evaluation to be an integral part of the knowledge transfer process in order to identify and resolve problems which can hinder the knowledge transfer in a WOP