A study of the impact of water scarcity on customer service: the case of Mhlathuze water.

Abstract

Water scarcity is a major global issue and all spheres of society on a daily basis feel its impact. Stakeholders in the water services sector, especially water services providers, are affected by water scarcity as they are at the forefront of water provision, both for economic growth and for social development; hence the need for mitigation measures to be timeously implemented so as to minimise the impact on the water value chain. This qualitative study aimed to investigate the role of water scarcity, its challenges, and related mitigation strategies to Mhlathuze Water and its bulk water customers. Critical case sampling was used with a sample size of 15. In order to collect data, interviews were conducted with the management of Mhlathuze Water, as well as the management of the institutions where Mhlathuze Water supplies water (i.e. customers). This data was thereafter analysed with the computer programme NVivo in order to conduct thematic analysis of the data. The research indicated that water scarcity plays a role in Mhlathuze Water and its customers in that water scarcity affects customer service. The fact that there is a supplier-customer relationship means that if Mhlathuze Water is unable to supply water due to its scarcity, then the entity is unable to fully meet its contractual obligations, which ultimately affects the services it renders. The challenges of water scarcity were also discussed, with the main ones being the decline in revenue, the inability to service customers, the loss of business and unemployment. This is because Mhlathuze Water’s core business operation, as a water board, is the supply of water; hence if water is scarce then it poses economic and social challenges. Finally, based on the challenges that were highlighted, the recommended mitigation strategies were presented. These included awareness, alternative water sources, planning and infrastructure development.