...MajiVoice is an innovative accountability mechanism that is transforming service delivery in the Kenyan water and sanitation sector. Linking citizens, water service providers (WSPs) and the sector regulator, the new MajiVoice software platform provides specific tools and incentives to strengthen the focus on customer needs and improve service standards. In its first year, the system has achieved concrete results: At Nairobi City Water and Sewerage Company Ltd (NCWSC), Kenyas largest water utility and the first to adopt MajiVoice, the number of complaints recorded rose almost tenfold, resolution rates climbed from 46% to 94% and time to resolution halved. Under the guidance of the Water Services Regulatory Board of Kenya (WASREB), the regulator responsible for sector rules and their enforcement, the system has since been extended to WSPs in Nakuru, Nanyuki and Mathira

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