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Consumers count : how water and sanitation utilities can become more accountable to their users (anglais)

This note presents tools that can help make service providers more accountable to the people they serve. The voice of users is often muted in water utilities. One consequence is that utilities do not take account of users' priorities and preferences. The utility, in turn, loses the trust and cooperation of the community that it is supposed to serve. The result is often service deterioration, further alienating users. Traditionally, users relied on...
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