...The main water service provider offers contractors, termed master operators (MOs), a bulk supply tariff. In turn, the master operators are responsible for minor maintenance, such as the repair of small leaks, and the management of customer interfaces. The advantages to the utility and consumers of such partnerships between utilities and community operators are described and explored. The main advantage is an improvement in the technical and financial performance of water utilities, such as outsourcing of distribution and customer care to private operators or communitybased organizations, which allows the utilities to focus on supplying high quality potable water, as their core business. For informal settlement residents, the advantages are that water is brought closer to their homes and made more affordable, with a number of service options being provided

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