In Kenya, in 3 major cities, it was launched:
- the Citizen Report Card (CRC) that allowed water service users to send feedback on service quality. The CRC allowed a differentiated analysis between male and female users and it was found that also in urban areas, women used to be the main water collectors for households. Based on the analysis, the women lamented their low satisfaction with the service provided by the water kiosks due to the long lines and the loss of time it meant for them.

Result
The NWC committed to improving the service by increasing the number of kiosks and providing storage tanks in selected neighborhoods with irregular settlements