Introduction to Urban WASH: Working with People

It is widely accepted that the provision of new WASH services will only bring benefits if the people using the services are willing to recognise their own role and responsibilities, for example by adopting good hygiene practices and new methods of waste disposal. The users should also be able to participate in, or at least be aware of, the planning, design and management of WASH services.

WASH technicians and other employees of service providers and local bureaus need to have a good understanding of social, cultural, financial and institutional issues at the local level. They also have responsibility to ensure that the service users are aware of their rights and responsibilities, such as how users may influence decision makers, and ensure the service providers are accountable to their customers.