Improving payment for essential services – A field experiment in Nairobi, Kenya

David Fuente (), Josiah Gitu (), Mbutu Mwaura (), Richard Mulwa () and Joseph Cook ()
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David Fuente: School of the Earth, Ocean and Environment, University of South Carolina, 701 Sumter Street, Columbia, SC 29208, USA
Josiah Gitu: Nairobi City Water and Sewerage Company Ltd, Kampala Road, Nairobi, Kenya
Mbutu Mwaura: Nairobi City Water and Sewerage Company Ltd, Kampala Road, Nairobi, Kenya
Richard Mulwa: Environment for Development-Kenya, Department of Economics and Development Studies, University of Nairobi, Harry Thuku Road, Gandhi Wing Room 309, P.O Box 30197 Nairobi, Kenya
Joseph Cook: School of Economic Sciences, Washington State University, 101 Hulbert Hall, PO Box 646210, Pullman WA 99164-6210, USA

No 24-13, EfD Discussion Paper from Environment for Development, University of Gothenburg

Abstract: Utilities across the global require stable revenue streams to provide customers access to high quality energy, water, sanitation, and other essential services. This requires policy makers to set prices to cover costs, promote the efficient use of resources, and ensure services are affordable. It also requires that customers pay their bills. Historically, utilities have used disconnections, or the threat of disconnection, to compel customers to pay their bills on time. However, the increasing recognition of the human rights to water and sanitation by many governments and the COVID-19 pandemic have led some water utilities to discontinue or curtail disconnections. Reducing arrears and encouraging on-time bill payment is essential to get utilities in the Global South on the path to financial sustainability. This raises an important question for scholars and policy makers alike: if disconnection for essential services is viewed as socially or politically unacceptable, how can utilities encourage customers to pay their bills? In partnership with the water utility serving Nairobi, Kenya, we test the impact of a set of simple, low-cost reminders on customer bill payment using a pre-registered, randomized controlled trial of 50,000 residential customers. We use four measures of payment behavior: making any payment, paying the full current month’s bill, total arrears accumulated over the six months when messages were sent, and the fraction of the cumulative 6-month bill paid. We find that SMS-based bill payment reminders were not effective at improving bill payment on average. Nudges alone seem unlikely to solve the problem of water debt.

Keywords: water; sanitation; information provision; field experiment; bill payment; Africa (search for similar items in EconPapers)
JEL-codes: C93 D91 O13 Q25 Q56 (search for similar items in EconPapers)
Pages: 48 pages
Date: 2024-11-22
New Economics Papers: this item is included in nep-env, nep-exp, nep-nud and nep-reg
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