By Mulengera Reporters
Residents across Uganda have turned to social media to voice frustrations over prolonged water shortages, and the National Water and Sewerage Corporation (NWSC) is responding, demonstrating a new model of professional service delivery that begins online and reaches all the way to people’s taps.
From Mbale to Kyengera, Kabaga-Kayanga, and Kawaala, citizens are taking to NWSC’s X handle to report water interruptions. Donald P.T Awiru from Namakwekwe, Mbale, reported, “We haven’t had water for the last 2 weeks,” while Prince Rodney lamented being without water for over a month. Three guys from Kalasa Bandwe Nalumunye reported the same issue for an entire month, and Sam Okiror in Kabaga-Kayanga described going two months without a single drop from the pipes.
Others shared similar frustrations: Hannah Mukisa Nyanzi in Kawaala Rubaga division, George Leiton Lukyamuzi in Bulenga, and Judith Tumuhaise in Wamala Ttaba Wakiso district all expressed exasperation at repeated interruptions. Regina Nyanyawange in Ziru Jomayi Estate described a recurring nightmare of weeks without water, only seeing service briefly after repeated complaints, while noting that sometimes the service would disappear again within a day.
NWSC consistently responds with professionalism and empathy. Their replies on X reflect a clear procedure: acknowledging the problem, apologizing sincerely, and asking customers to send contact and account details so a team can investigate and address the issue.
For example, in response to Sam Okiror, NWSC wrote, “We regret the inconvenience and totally understand the frustration dear customer. Kindly check your inbox.” To concerns about deeper infrastructural issues, NWSC explained, “Dear customer, we shall do so as soon as road works are completed.”
Even issues related to delayed services, like David Kananura’s three-week wait for a water token after paying his bill, are met with prompt attention, showing that NWSC’s online responsiveness is tied directly to operational action in the field.
This approach has turned social media into an effective frontline for civic engagement. Complaints are no longer just expressions of frustration, they are actionable requests that trigger investigation and repair.
By combining digital monitoring with on-the-ground service delivery, NWSC is redefining customer care in Uganda’s utility sector.
For Ugandans struggling without water, this model promises faster resolution and a direct line of communication with the utility. From tweets and DMs to field teams repairing pipelines, NWSC is showing that professional service delivery begins where the people are, online and extends all the way to their taps. (For comments on this story, get back to us on 0705579994 [WhatsApp line], 0779411734 & 041 4674611 or email us at mulengeranews@gmail.com). 
