Ghana Water Limited (GWL) commissioned 200 national service personnel as field agents on Wednesday to strengthen revenue collection and tackle 866 million cedis in unpaid bills threatening the state utility’s expansion plans.
Managing Director Adam Mutawakilu said the newly trained personnel, deployed across Greater Accra Region communities, will use digital platforms to geolocate consumers and promote mobile payment options for water bills. The deployment follows the February 4 inauguration of 10 revenue enhancement teams tasked with recovering customer debts.
The utility company faces significant financial pressure, with unrecovered revenue standing at 866 million cedis (approximately 78.8 million United States dollars) as of December 2025, according to Mutawakilu. He explained this arrears burden limits operational efficiency and hampers efforts to expand water access infrastructure.
GWL has introduced mobile money platforms with simplified shortcodes and digital applications allowing customers to settle bills remotely, eliminating the need to visit company offices or banks. Digital payment penetration currently stands at 32.6 percent, according to company data.
The Managing Director disclosed that non revenue water, which includes losses from leakages, illegal connections, and unpaid bills, dropped to 51.6 percent in December 2025 from 52.1 percent recorded in 2024. He emphasized the company aims to achieve more substantial reductions going forward.
Daniel Asseh Allan, Principal Manager for Water at the Public Utilities Regulatory Commission (PURC), praised GWL’s revenue mobilization reforms. He confirmed the regulator has set revenue thresholds for the utility company to ensure long term sustainability, expressing confidence that digital systems will reduce human interface in payment processes and improve revenue performance.
Allan called on Ghanaians to fulfill their water payment obligations, stressing that improved revenue collection will enable GWL to maintain sound financial standing and deliver on its mandate effectively.
The field agents, branded as GWL Field Agents, will be identifiable through official Ghana Water Company T shirts, reflective vests, and identification cards displaying their names and contact details. This visibility measure aims to build public trust and protect customers from fraud while enabling agents to execute their assignments.
The initiative forms part of broader reforms by GWL to address mounting arrears and commercial losses. Between August and December 2025, three pilot revenue enhancement teams uncovered 239 illegal water connections and recovered 2.1 million cedis, with legal action underway against defaulters who failed to settle debts voluntarily.
