Sunday, December 22, 2013

“Marriage proposals in the hospital that’s open ‘all the time’”


 Hey everyone,

Well it was bound to happen: I got my first case of malaria or some tropical disease that I am still trying to figure out exactly what it is. Usually when I’m abroad and get sick, I don’t like to tell loved ones at home until I have fully recovered because I don’t want to cause anyone any unnecessary worry, but my latest trip to the hospital was just filled with too many funny mishaps to pass up and I feel I really need to share the experience with everyone. I will preface the post by saying that yes I am sick, but I’m by no means on my deathbed and will eventually recover. So don’t worry; sit back and enjoy the glories of the healthcare system in Ghana through this post.

Last Tuesday I started feeling like I had malaria: aching joints, fatigue, a slight headache. But, in Ghana, these symptoms could also be the sign of a long day and all I could really do was wait it out for a few days to see if they were reoccurring. On Wednesday I woke up feeling fine, but by the afternoon I started feeling as I had on Tuesday; this happened again in the exact same fashion on Thursday. While I was studying here last year, I came down with malaria a few times, so I know how my body reacts to the virus. My past experiences at hospitals here were not the most productive or positive: I spent so much time waiting to see the doctor only to be speculatively diagnosed with a range of different possible alignments and prescribed medicine for each one. It can be very frustrating and a waste of an afternoon, so I decided to just go to the pharmacy and buy medicine. I finished treatment on Sunday and was feeling 100% better by Monday morning. Then, Monday evening my knees began to ache and feel stiff, accompanied by slight nausea and discomfort in the left side of my abdomen. These symptoms weren’t consistent, but would rather come and go, which is more annoying, if you ask me, than feeling awful consistently. So here’s the catch-22 to staying healthy here: it is important to be proactive and go to the doctors when not feeling well; however for most of the serious diseases one can come down with here- malaria, hepatitis (in any form- A, B, or C), typhoid, cholera, etc..- it takes anywhere between 10 days to 6 weeks to develop to the point where the virus can be seen through blood tests. Allow me to give you an anecdote to demonstrate my point: last year I thought I had malaria: my joints felt like they were on fire, I was really tired all the time and just overall didn’t feel well. I talked with many of the Ghanaian staff running the program I was on and all of them said that for sure it was malaria. I then went to the doctor to have a blood test done and the test came back negative. After consulting with the doctor, he told me that the malaria virus can remain in ones liver for up to ten days before it is released in the bloodstream; it is not until it is released into the blood stream that it can be detected through a blood test. The doctor gave me malaria medication because he believed it was still in my liver at that point.

Since I had just finished the malaria medication and was still feeling bad, I decided it was probably time to visit the doctor and try to figure out what’s going on. Today I went to a conference then left after the session broke for lunch to head to Trust Hospital in Osu. First mishap: I enter the hospital and go to register for a patient card. Since I haven’t been to this particular hospital before, I was asked for my basic information, including that regarding my insurance policy. Fulbright has provided me insurance through the US State Department’s plan. However, I didn’t have the policy number or provider info: all of this information is in an email I received over the summer, which I have a print out of… in Kumasi- not helpful to me in Accra. I proceeded to check the email inbox on my phone, but it hasn’t retrieved mail from that long ago since I just bought the phone in October. So, then I called my point of contact in the embassy to see if she had the information I needed; she did not. Okay, no problem: Brent is on Facebook and I ask if he can login to my account and search for the email from there, which he happily agrees to do. Unfortunately the search comes up short and he can’t find the email. Thank God for smartphones because I was able to pull up Gmail on my phone and find the info I needed. Many of you are probably wondering why I didn’t do this in the first place- because my internet on my phone wouldn’t load at first, so I resorted to other measures. Obstacle number one overcome? Check. On to the doctor consultation.  

After receiving my card and paying for the consultation fee to see the doctor, I joined the cue of those waiting to also see the doctor. Surprisingly, and in comparison to my past hospital visits, I didn’t wait long: it was roughly 45 minutes until the doctor called me in to her office. I described my symptoms to her and told her I had just finished the three-day treatment for malaria. She asked me a bunch of lady questions that I won’t go into here because that would just be unnecessary on a variety of levels. Since I am having abdominal pain and recently had my period, she ordered I get an ultrasound. I then told her that I wanted to have blood work done to test for malaria and hepatitis A. Why hepatitis A you ask? Well for one, hepatitis A is easily transmitted when food or water becomes contaminated with fecal matter (AKA people haven’t washed their hands and handle your food.) Unfortunately, it’s fairly common in developing countries. And for two, here’s a fun story: on Sunday I traveled from Kumasi to come back to Accra for the next two weeks. When I arrived, I helped my host sister prepare banku, a local dish, with peppa and fried egg. In Ghana, it is customary to invite others around you to join you when you are eating. Usually when I invite people to join me, they respond with, ‘Medasse’ (thank you), but don’t take any food. While I was eating, the aunt who is also living in the house came out, so I invited her. Well she dug right in and took a big handful of banku, which didn’t bother me. I mean I did invite her after all. However, right after she shoved the food into her mouth and swallowed her bite, she launched a snot rocket across the concrete steps, then, using the same hand, patted my leg. It was incredibly disgusting and made me instantly regret sharing my meal with her. While it would be too early for me to show signs of hepatitis A from this instance, it made me think about the fact that I pretty much buy every meal from street vendors and if their hygiene and sanitation habits are anything like Aunt Adwoa’s, then it wouldn’t be surprising if I have contracted a case of hep A. 

Paperwork in hand with orders from the doctor to get a blood test and ultrasound, I went to the lab section of the hospital. First I was directed to go back to where the ultrasound would be taken. There were no hospital workers present, just a woman who was waiting. She must have noticed the look of confusion across my face as to where I was supposed to go and to whom I was supposed to give the paper because she told me to wait, that someone would come. When a nurse came to attend to her, the woman told the nurse I needed help, so the nurse took my paper and went to bring back the doctor, or so I thought. She returned with a man in regular civilian dress. He told me to come to the office marked with the name of the female doctor who had left for the day. When we went in and sat down, he began speaking to me in Twi, which is fine because I could understand most of what was said to me, but it was a bit annoying because I wasn’t feeling well and he refused to speak English when my understanding of his Twi fell short. He told me, ‘I don’t speak English,’ which, of course isn’t true because (1) English is one of the national languages of Ghana, (2) he is working in a hospital in Accra where they serve foreigners, and (3) schooling is done in English here, so whatever degree he has that got him a job in the hospital, he studied it in English. But whatever. So after we got past all of the basic questions of my name and how to spell it, he began searching the books to see when they could schedule my ultrasound. In the process, he looks at me and asks, “Wo ware?” which in English means, “Are you married?” At this point, I have to admit my patience was wearing a bit thinner than it should have, and I couldn’t help but thinking to myself, “Are you serious right now? I’m here because I’m not feeling well and you’re going to hit on me?” But, I refrained and instead answered, “Yes and my husband is coming here this weekend.” He then spoke to me the rest of the time in English. The conversation turned into a back and forth about what time I should come tomorrow:
Kwame: “Come at 9 AM tomorrow.”
Me: “Okay, but you have me on the schedule for 2:30 PM, so why come at 9?”
Kwame: “No, tomorrow is full, so I am trying to help you out, so come at 8:00 AM.”
Me: “Okay, wait you just said to come at 9 AM, but you still have me on the schedule for 2:30 and now I should come at 8:00? I am not going to wait from 8 in the morning until 2:30 in the afternoon to be seen.”

We went back and forth like this until finally I figured out that the times on the side of the paper were irrelevant. I told him I would be here whenever he wanted me to, I just needed him to tell me a time. He told me 8:00 AM; in other words, I would be here at 8:30 at the earliest the next morning because 8:00 AM really means 9:30 or 10:00 in Ghana time. He also told me that I could not eat before the exam, which I definitely wasn’t looking forward to because I tend to get grumpy and have a lot less patience when I am hungry. Looks like tomorrow will definitely be an experience to be had.

So I had my ultrasound test scheduled; now I needed to go and get my blood work done. Prior to going to see about the ultrasound, I had handed the receptionist at the lab station my papers so that I could get a place in line. When I went back to the window, she handed me my papers with Hepatitis A circled. She told me that I could get my blood tests for Hepatitis B, Typhoid and Malaria today, but would have to come back for Hepatitis A tomorrow because the technician who reads the tests had left for the day. I asked if I could just get all 4 tests done with one blood test tomorrow, which she said I could (this was a process to determine though because cultural miscommunication was incredibly present). After it was established that I should return tomorrow for my tests, I asked what time I should come.
Her response, “Anytime. We are always open.”
Me: “Really? Then why has the technician gone home for the day if you are always open?”
Receptionist: “As for him, he went home. He’s no longer here.”
Me: “Yes, I understand that. I’m asking, when will he be here tomorrow so I can come then for the test?”
Receptionist: “We are always open so you can come anytime.”
Me (new tactic): “Okay, so if I come at 5 in the morning tomorrow, there will be someone here to take my blood for the test?” [being facetious of course. I couldn’t have woken up that early to be there by 5 the following morning even if that had been an option]
Receptionist: “No. As for that one, people usually come around 7 AM.”
Interjection from a lab technician standing nearby: “Ah! No they don’t. They usually won’t come until 8 or 9.” (looking at me) “You come then.”
Receptionist: “Okay, yes. You come around then.”
Me: “And the lab technician who can do the test will be here then? You’re sure.”
Receptionist: “Yes. Someone will be here to do it for you.”
Me: “Okay, thank you.”

So, roughly an hour and a half later, I left the hospital with orders to return the following day.  

Today I left the house and arrived at the hospital around 8:30 AM. I went back to the receptionist from yesterday to try to get my blood tests done. I was instructed that I should first go for my ultrasound. I was directed to a room with at least 10 other people in it, all waiting for an ultrasound as well. Through the course of the hour, the doctor came to the room to call back one woman for her exam. After an hour passed, I figured it would be more beneficial if I went to get my bloodwork done to make sure that I got it before the guy who could read the results of the Hepititis A test left for the day. For those of you who don’t know, I hate needles and getting my blood drawn. I am also terrible with medical issues in general and get squeamish quite easily. Every time I get my blood drawn, without fail, I black out and have to remain seated or lying down to prevent from fainting. Knowing this and knowing that it would probably be even worse because I had to fast in order to have the ultrasound test done, I brought a juicebox and some candy with me to re-elevate my blood sugar levels. I warned the lab technician as well that I would faint, so he should just let me remain seated until I was able to stand again. So he drew blood, I blacked out and when I recovered, I was told that my results for Malaria, Hep. B, and Typhoid would be available in two hours; I would have to return on Friday for the results of the Hepatitis A test because apparently they cannot read the results at the hospital. They have to send the test to another lab that can analyze the results, then have them sent back. I was pretty mad when I heard this because I felt like I was getting a continual flood of contradicting information because the hospital staff weren’t communicating with one another, or at least that is my impression of the total communication error from the day before where the receptionist told me they could read the results of Hep. A tests at the lab, but the man had left for the day and I needed to come back to have it done. In any case, there was nothing I could do about it, so I went back to the ultrasound holding room to continue waiting for my name to be called.

Waiting indefinitely is honestly one of the most difficult things to do if you ask me. I wanted so badly to leave and say to hell with the ultrasound, but I figured I had to be there until 12 to get the results of my blood tests anyhow, so I may as well just wait and see if I can get it done within that time frame. The room was warm; though it had a ceiling fan, it was not turned on, and I have to say that this made the waiting even worse. As I sat there waiting in a room full of pregnant women, I became frustrated at the lack of urgency on the part of the doctors and medical staff to do their jobs and provide the service we were all waiting on. This was mostly because I knew that as I had been instructed to do, these women also had not eaten at all today- and they are pregnant. Fasting and pregnancy don’t mix well and I felt angry that medical professionals could be so seemingly unconcerned that these women had been waiting since before I had gotten there, so for more than two hours at this point, and had probably been up even longer because most women here wake up around 5 AM or earlier to do household chores and prepare for the day, and had not eaten. Even writing this now causes me to get fired up.

After waiting at the hospital for three hours, I was finally called by the doctor for my ultrasound.
It was a quick procedure and roughly an hour later I got my results for both tests. My blood test came back negative for malaria, hep. B, and typhoid (which didn’t surprise me at all. Even if it was any of these things, it is probably too early to be able to see the virus in my blood stream despite having symptoms, as I said earlier in this post). My ultrasound also showed everything- liver, kidney, spleen- to be normal. So I asked for a consultation with the doctor. When I finally got to see the doctor, she said that sometimes it can take some time after you finish taking medicine to treat malaria to feel completely better. Essentially what it boiled down to was the typical: “We’re just going to have to wait and see.”

Five hours later, I was officially done at the hospital and went to eat. After finding a place that served great Mediterranean food and smoothies, I made my way back to Accra to do some errands for Brent’s and my trip. I ended up getting conned out of 300 cedis in the process (approx.. $150). Here’s what happened:

Traffic was terrible and there were no tro-tros heading in the direction I needed to go. As I waited for transportation, there was a woman next to me who called out to a taxi passing by with a man in the backseat. After they exchanged a few words, she climbed in the back seat of the cab. In Ghana, you can hire a private taxi for just yourself or whoever you’re traveling with, called a drop-in taxi, or you can get a shared taxi where everyone in the car is going in the same general direction, but can opt to be dropped at different areas along the route. Unless I am going somewhere where I absolutely don’t know my way, I typically take shared taxis because they are significantly cheaper. Thinking this taxi was a shared taxi, I went to ask the driver where they were going; he responded with a, “where are you going?” So I told him I needed to go to Medina or Station 37 (where I could then catch transport home) and he motioned for me to get in. Shortly after I got in, the woman had the driver drop her off, leaving just myself and the other guy in the back seat with the driver. As we sat in traffic, the man went to pay the driver his fair, handing him a 20 cedi bill. It’s pretty hard to pay for transport with a bill this big if the fair is less than 10 cedi because drivers don’t usually have a lot of change. Sure enough, the driver told the man he didn’t have change, so asked me if I had any smaller bills so I could change it. I changed it for him, handing him smaller bills, but he didn’t end up giving the guy sitting next to me his change. I didn’t think anything of this; five minutes later, the man asked the driver for his change. Rather than reach into his pocket, the driver reached across the passenger seat and pulled the seat lever so that the headrest of the front passenger seat was directly on my chest. I didn’t understand what was going on; I thought the driver was looking for even smaller bills to hand the man his change or something of that nature. I asked him what he was doing and the driver replied that he needed my help finding the lever for the seat. So I pulled the lever and pushed the seat back up. He quickly said, “No! Not that lever. The other one that brings the seat forward,” and pushed the seat back so that I could barely move again. I told him I couldn’t help him find the lever if he didn’t let me push the seat back up because I couldn’t move, as I pushed the seat forward again. He didn’t let me push it far. At this point, my bag was still safely in my lap, but was hindering my ability to help this guy find whatever lever he was talking about. The guy sitting next to me noticed this and said, “Here, let me help you with your bag.” I was so preoccupied and confused as to what the hell this taxi driver wanted me to do that I let him and said, “thank you.” Roughly a minute later, the driver miraculously found the lever he was looking for and brought the seat forward; apparently the foot of the man sitting next to me had been hurt or something (part of the con). The driver then told me they were going to the embassy, the opposite direction of where I needed to go, and he dropped me at a roundabout so I could take a tro-tro to where I needed to go. He didn’t ask me to pay, so I thanked him and left the car. When I finally got on a tro-tro and went to pay my fare, I noticed all my money, except for about 5 cedis, was gone. It was then that I realized exactly what had happened: the driver had created a diversion so that the guy could reach into my wallet and take my cash. I’m assuming that the guy paying with a 20 cedi and the taxi driver claiming he couldn’t change it and asking me for smaller bills was part of it: to see if I had any money in my wallet.

I’m sure some of you are wondering a lot of things when you read this, like, “Why were you carrying around that much money on you?” Well, if you’re wondering that, the answer is because I knew the hospital was going to cost me- it ended up costing me just over 200 cedi when all was said and done- and then I was planning on making some big purchases later in the day, so I brought it with me to avoid being charged an ATM fee again when I had made a large withdrawal the day before and had cash for what I needed to buy. I’m sure some of you are also asking why I let the guy help me with my bag if he was a stranger. Two reasons: (1) When you are being conned, it happens so quickly that you don’t have any time to process what’s happening and think that someone is taking advantage of you and (2) because I’ve never had a bad experience with trusting a Ghanaian when I’ve been lost or needed help of any kind; in my experience, people have always been very trustworthy, welcoming and friendly, so I didn’t think that the guy ‘helping’ me with my bag would be an excuse for him to steal my money.

But, here are a few positives that I found in the situation: First and foremost, at least I didn’t get hurt. Looking back at the situation, I was in a vulnerable place: I was a lone female in a cab with two men. What if I had refused to let him help me with my bag and they tried to get my money in a more forceful way? I mean that’s not a far-fetched hypothetical; it’s happened before and it’s happened here. Money is replaceable and I am willing to have whatever amount taken as long as I am safe and unhurt. Secondly, at least the douschebag that took my money didn’t take any of my credit cards or my whole wallet and was ‘nice’ enough to leave me bus fair to get home. Third, I think I learned a valuable lesson: even though I feel comfortable trusting people here in general, I still have to make sure I don’t let my guard down so much that I am perceived as naïve and leave myself vulnerable to being taken advantage of. I’ll admit, I find it’s a hard line to draw because I don’t want to seem as the unfriendly obruni who is disillusioned with Ghana or the culture, but I also can’t be so friendly that people see me as an easy target. Just as with everything in life, this was a learning experience and as I said before, I’m just thankful that I didn’t suffer anything other than a minor dent in my bank account.

Tomorrow it’s back to the hospital to get the results of my Hepatitis A test, then to do some more errands before Brent gets here on Saturday.

This will probably be my last post until after the New Year. Brent and I will be traveling during the ten days that he is here, so I won’t be spending much time in front of the computer.

I hope everyone has a Merry Christmas and a Happy New Year.

Until 2014,

Chelsea

Friday, December 13, 2013

“The Official Beginning of my life in Kumasi: Research, an inspirational talk with Jorge, and coffee with a hint of fish”


Hello everyone,

I am back in Kumasi with more stories of research and daily life here in Ghana for you to indulge in.

I arrived in Kumasi on Sunday after a four-hour bus ride. If you remember my original post about my last trek to Kumasi, the trip took almost 2 hours longer, a positive indication that the roads are benefiting from the on-going construction. When I arrived, I took a taxi to Kruofrum, where I am staying with a host family I met when I was studying in Ghana last year. Once I got some coffee in my system, I met with Mubarak for lunch. He was visiting from Sunyani and was still in town by the time I made it into town. After spending a few hours in good company, exhaustion from my trip began to set in, so I headed home to relax for the rest of the night.

The following day, Monday, was jam-packed and very productive. I went to campus to finally meet Dr. Donkoh, a professor of History and Political Science on campus who is also supervising my research. It was nice to finally meet her; our schedules had not matched up since I arrived in October. She was gracious to call David, a former colleague of hers who is working in the water sector, so that I could speak with him about his work. David is working predominantly in the rural water sector, and though our current research agendas aren’t exactly aligned, he was previously a professor here at KNUST and did research on housing in informal settlements and poor areas of Kumasi, which is very relevant for what I am doing. As I alluded to in my last post, sometimes areas within the piped distribution network in the urban sphere lack a connection because they do not own the title to the house or land in question where they are proposing to establish a connection. (The GWCL requires its customers to possess the title to the building in order for them to be connected to piped network and receive GWCL services.) Anyhow, David sent me some of his past published journal articles, which I will be reading this week. Dr. Donkoh also contacted her colleague Dr. Brenya, to see if I could use his office whenever I wanted to come to campus to do work. Dr. Brenya agreed and I learned from Dr. Donkoh that, ironically enough, Dr. Brenya was, until quite recently, a professor at West Virginia University before returning to Ghana to teach at KNUST. When I met Dr. Brenya, he told me that his family is still in Morgantown and he goes back often to visit them. It was exciting to meet someone who could visualize my university and with whom I can relate to.

After meeting Dr. Brenya, I went to the International Programs Office (IPO) to straighten out some fees I was apparently supposed to pay. Essentially, when I came to Kumasi during my first two weeks in Ghana, I met with Mercy, the coordinator of the IPO and she told me that typically with Fulbright and other visiting scholars and professors, the office has them register and pay tuition and fees to the university in return for the services the university is providing them. When I asked her how much this would be, she told me US$4,000, or more than 8,000 Ghana Cedis. In other words, the amount I was to pay was the equivalent of the stipend I get for three months of living here. I told her I couldn’t afford it and that I didn’t really see the benefits of paying tuition and other fees associated with studying when I wouldn’t be enrolling in courses here or living on campus. Mercy assured me this wasn’t a problem; that she understood and that it was their fault because they should have sent me the bill before I came to Ghana, which is what they usually do with visiting scholars, so that I had time to prepare my finances accordingly. I walked away from that conversation feeling assured that everything was straightened out; then two days later I received an email from the office with my bill. I replied to the email and heard nothing more- again, thinking that meant everything was settled. Then, when I went to meet with Dr. Donkoh, she brought up the situation and said Mercy had contacted her about it, and that I should go and visit her to make sure everything was as it should be. Apparently, after my most recent visit, everything really should be all set and I won’t have to pay anything.
Feeling as though I had been running around the whole morning, I sought a seat under the shade of one of the buildings on campus and proceeded to write my last blog entry and make some phone calls about French lessons and Twi lessons to begin in January and to set up meetings with PURC and GWCL members for the week.

On Tuesday morning, I made my way to campus to meet with Jorge. I initially met Jorge through Anna, who was here on a Fulbright last year. I contacted Anna before coming to Ghana to talk with her about her experience and get her advice on housing and campus life. Anna gave me her advice and happily introduced me to Jorge and Mubarak through Facebook. Jorge kindly offered to help me look for some housing while I was still Stateside and just seemed like a really great person. When I first arrived in Kumasi, Jorge was at a conference in Tanzania, then, when I was planning to move to Kumasi on a more permanent basis and begin my research, I was called back to the States for my Rhodes interview. With the craziness in both of our schedules, we hadn’t had the chance to meet yet, so I was eager to finally get to meet him. It was well worth the wait. Jorge is enthusiastic about life, very easy-going and his energy is contagious. He is also one of the most inspirational people I have met at this point in my life. I can’t recall a time when I’ve had an hour-long conversation with someone I just met and had moments where all I wanted to do was applaud or stand up and say, “Exactly!” It was like what I imagine attending a church you actually really enjoy would be like.
Jorge was really interested in my research so we talked about my objectives and what I have done since arriving in Ghana. That conversation led into a discussion about his interests in water and sustainable living. Jorge has a degree in electrical engineering and is currently working at the energy center on campus. He is very keen on renewable energy and how to deliver services so that people can live more sustainable lifestyles. He is considering pursuing an MBA for his next degree, so I asked if he has aspirations of establishing his own renewable energy company here in Ghana or in another country. His response: “You know, I’ve never thought about living in any other country; I think I was born here for a reason- a purpose. It’s something I’ve thought about a lot since I was a child and I have vowed to use my life as an example to my people.” (Do you see what I mean now about him being inspirational?) Speaking with Jorge was very refreshing and it is really nice to have people in my life that are passionate about what they do- whether that’s renewable energy, fashion, music, teaching, etc.. I think that it’s important to find what you love to do and do it. Life can be very complicated at times and nothing is ever clear cut or black and white, but I do think that finding what you are passionate about and pursuing it can be easy; you just have to be willing to try new things and not be afraid to take risks. Along the lines of this inspirational rant on not being afraid to take risk, I’d like to take this opportunity as a segue to bring up this amazing blog post that talks exactly about these topics, called, ‘The Decision Elf’ (https://medium.com/i-m-h-o/40cf0a8919cb). I don’t want to give away too much because it is well worth taking the 15 minutes to read, but here is a brief synopsis of the post: The author begins with an anecdote about how he is living in NYC with $150,000 in debt, renting an apartment for $3,000 a month with exactly $3,000 in his bank account. He is one month away from being penniless and a mere three months away from his company’s funds running completely dry. He then leads into his story about how he got to this point, which revolves around taking out loans to travel the world and being faced with two of the biggest decisions of his life (which I don’t want to give away because then you won’t have any incentive or impetus to read the article for yourself). In making these decisions, he refers to the process of being visited by a ‘decision elf’ (hence the title of the post). Each time, the decision he ultimately makes is incredibly risky and full of uncertainty, but at the end of his entry, the author states that it is always the risk not taken that is more dangerous than the risk taken. I think all of us need to be reminded at times that sometimes playing it safe and sticking with a job that you are unhappy with or whatever the case may be is more detrimental to you than taking a risk and going for what you really want. No one succeeds every time in everything that they do. Failure is part of being a human and is part of life and it’s a good thing because without failing and having to fight for what you really want, would you really fully appreciate it when you finally got it? Anyway, I digress and will continue on with the rest of this post.

After meeting Jorge, I went to the internet café to do some research. While there, this guy, who later introduced himself as Tolu, approached me to ask if I was an American. I told him that I was and he said that he was too; that he was from Oklahoma University and was studying abroad for the year in Ghana. Tolu is actually Ghanaian by birth, but has lived most of his life outside of Ghana. He lived for seven years in the UK before he and his family moved to Texas, where they currently live. When I asked why he was studying in Ghana he told me that he missed it and wanted to come back, so he decided to study here for the year. It sounded, though, that Ghana was not at all as he remembered from his childhood and he was dealing with quite a bit of culture shock. He asked me questions like what I did to prevent myself from getting bored here and if I wished Africa was better (which led into a whole discussion about what exactly he meant by ‘better’ and how I don’t necessarily believe the end goal of development in Ghana, or Africa as a whole for that matter, is to be exactly like the US or Europe, but I won’t get into that here). When I asked about what he does to keep himself occupied, he told me that every two weeks he flies to Accra to go to the clubs and to drink. This made me laugh; here was Tolu, whose motivation for coming to studying in Ghana for the year was essentially to come back to his birthplace, to experience and rediscover his ‘home;’ yet, he was filling his experience with places and activities that simulated his life back home. Don’t get me wrong, I have nothing against going out for a night on the town- in fact, I think that having a good balance and blowing off steam is important, and that it is also important, in order to feel comfortable, that one incorporates important aspects of their life from back home and who they are with their life abroad. That being said, I don’t think that anyone should go to another country and do those things so much to the extent that they are literally boxing themselves out of experiencing local culture and customs. I don’t mean to sound critical of Tolu; everyone has their own coping mechanisms for culture shock and adjusting. I also don’t mean to make him out as an ignorant American. He is a very nice guy and I enjoyed our conversation and his company. It was just so interesting to me to hear why he came here in the first place and his impressions of Ghana. I am curious to see how his adjustment goes over the rest of his time here.

Wednesday was filled with interviews. I just have to preface these next few paragraphs by saying that it really never ceases to amaze me how much I learn through an hour long discussion with someone working in the water sector and how much these discussions reignite my passion for what I am doing. I’ll also divert to tell an anecdote to explain the ‘coffee with a hint of fish’ portion of the title of this blog post. Each morning when I wake up, the first thing I do is go to the kitchen and boil water to make coffee. This probably is no surprise to anyone. On Wednesday morning, I went to the kitchen and grabbed a metal pot. I should also make it known here before I continue that fish is a staple of the Ghanaian diet. I felt the inside of the pot and could still feel residue from oil used to cook whatever was prepared the night before. Not considering it was probably fish, I ignored this early warning and proceeded to fill the pot with water and put it on fire to boil. Once the water was hot, I went to my room to fix my coffee. Taking my first sip, something tasted off, but I couldn’t quite put my finger on it. A quarter of the way through my coffee I realized that the foreign taste was fish! I smelled the water from the thermos I emptied the boiling water into and sure enough, it smelled like fish; the water had picked up the taste from the residue left in the pot from the night before. I can assure you that the smell or taste of mackerel in the morning, particularly in coffee, is not a pleasant experience. But hey, lesson learned: if a pot feels oily or is used to cook fish, don’t use it to boil water. Anyway, back to the interviews.

My first one was with Stevens Ndebugri, the regional distribution manager at the GWCL. Stevens explained to me that the greater Kumasi area is divided into 12 districts: 8 city and 4 rural. These boundaries are based not on population, but rather, are carved out based on the boundaries of Adum, one of the most densely populated cities in Kumasi. It used to be that district boundaries were based on population, which makes more sense because that system is better suited for meeting the needs of citizens living in the areas, but somewhere along the line, this changed. Each district is assigned a category based on population and the number of household and commercial water connections it has. These categories allow the GWCL to know how much water will need to be provided in the area and are particularly helpful when measuring Key Performance Indicators, such as bill collection and non-revenue water identification. There are two treatment plants that serve the water needs of the areas. The larger one, the Barakesi treatment plant, can produce 136,364m3 of water a day; while the smaller plant, at Obuasi can produce 13,636 m3/day.

 As the distribution manager, Stevens is in charge of facilitating the following tasks: repairing leaks in the existing piped network, connecting new customers to the network (including preparing estimates for how much it will cost for the new connection), monitoring the flow rate of water in the city, managing water pressure, and making sure that work is carried out in the most economical way possible. When asked about some of the challenges he faces in his work, he mentioned logistical problems due to budget constraints. He told me that there are major problems will billing and revenue collection, as well as the government granting the full amount of proposed annual budgets.

I then transitioned the conversation to the distribution network. I asked Stevens if he knew where the piped networks began in the city and where they ended, as a way of beginning to determine the geographical location of some of the communities where tanker services are filling the supply gap. I cannot possibly tell you how excited I got when Stevens’ response to this question was, “Let’s take a trip to the GIS office; we have maps of the distribution network.” I wasn’t just enthusiastic about this because one of my majors was in Geography, but because 1) I wasn’t expecting the office to have a thorough, detailed map of the distribution network, and 2) I definitely wasn’t expecting, with all the talking I hear and reading I do on budget constraints the company faces in its operations, for the GWCL to have a GIS office. The maps I got are amazing and are going to be so helpful in determining communities where I can carry out the fieldwork portion of my project. I then asked Stevens the decision making process for the GWCL in deciding where to establish new connections and expand the network into communities currently off the grid. He told me that the company does a cost-benefit analysis. The GWCL “wants to make money” (direct quote), so the ability of a consumer to pay is taken into consideration. According to Stevens, the government subsidizes the cost of water and consumers currently do not bear the full price burden of water. In Stevens’ opinion, the government’s current external debt (debt acquired through accepting loans and funds from external sources, namely foreign actors) is too high and presents difficulties for GWCL operations because, as mentioned earlier, the GWCL’s budget is approved and partially funded by the government. When the government cannot manage and repay its debts, it affects the money it has available to finance operations and institutions such as the GWCL. When I asked Steven about the tanker trucks and water vendors that are helping fill the supply gap in communities without piped water, he directed me to Scipiou, the district manager of the GWCL East office.

Before heading to the East office, I made the trip to the PURC, which was just up the street from Stevens’ office. I had arranged a meeting with Mashoud, the Regional Manager of the PURC, earlier in the week. My meeting with Mashoud was different than other interviews I have carried out to date. He had just returned from a field visit, so once he arrived, he invited me into his office. His first action was to offer me a seat, followed by grabbing the remote and turning on the television in his office. Though he muted the TV, I noticed his eyes wandering frequently to the screen throughout our discussion. The most entertaining and unexpected, for me at least, portion of the interview occurred when our conversation was interrupted by a phone call about a sheep deal. Whenever I go to talk to an official of the GWCL or PURC, there are frequent interruptions for phone calls, which I understand completely; I mean these guys are professionals, graciously taking time out of their work day to answer my questions, and have work to do, so they need to take phone calls when they receive them. But a call about arranging a sheep for slaughter at a funeral was a new one for me. I was pretty entertained. I mention the TV and the sheep deal not to seem negative about Mashoud or unappreciative of his time, because I’m not bothered by either of these things. Rather,  I share these descriptors to paint a picture of my experience and to demonstrate some of the unplanned occurrences that I feel make daily life for me here so vibrant, fulfilling, and different than my life at home.

I told Mashoud about the nature of my research and that I wanted to ask him about the PURC’s initiative to establish consumer services associations, as well as mechanisms in place to handle complaints from those serviced by tanker trucks not deriving their water from GWCL filling stations. Mashoud told me that the PURC was a young organization (which depends on how you look at it: the PURC was established in 1997; their complaints procedure in 2000; and the initiative that I am investigating- Consumer Services Associations/Committees- in 2001/2002) and that it still has a long way to go to successfully implementing its mandate in this area. When I asked him specifically about Consumer Services Committees, he told me that they were seemingly non-existent; one had been established in Obuasi in 2010, but was facing a lot of challenges due to issues of funding: the five members who sit on the board of the organization are paid a small allowance by the PURC. According to Mashoud, the PURC is having a lot of problems with organizational funding, which is affecting the functioning of the association in Obuasi and the establishment of more in the region. Honestly, I was pretty dumbfounded by this response. I mean I know that funding is a huge challenge faced by the water sector in Ghana, but couldn’t forging productive relationships with local development agencies, such as the District Assembly (DA), help to alleviate this problem? When I posed this question to Mashoud, he said that the DA could absolutely help by assuming the role of acting as watchdogs on behalf of consumer interests, but people are not ready to make such sacrifices. When I asked for clarification, he explained to me that in the past, in fact just recently, the PURC held a workshop, which members of the DA attended. The workshop had all of the perks of a typical conference: snacks, coffee, tea and lunch were provided. Yet, at the end of the workshop, numerous District Assemblymen approached him to be paid for attending. I believe their motive was that attending the workshop should count as a work day since they were carrying out their duty as a representative of the people by being there, but how could the PURC possibly afford to pay everyone? And, the question beckons, should they? Should representatives expect to be paid for workshops that are going to help develop their professional capacity to better serve their constituents and improve water services to their communities? When I asked Mashoud about the PURC’s relationship with tanker associations in the area, he told me that their engagement with these providers has declined since 2008 due to different priorities. At the end of the interview, Mashoud brought up Obama and asked if I had seen the speech he gave at Mandela’s funeral; I told him I had not (I am sure that is going to make Paul Hoffman cringe when he reads this considering our excursion together to South Africa; admittedly, I have not been as much of a news junkie as usual). Mashoud then mentioned his surprise at the audience’s reaction, or lack thereof, to what he considered a very motivational and eloquent speech by Obama. This sent us into a discussion about politics in America and the use of power by leaders around the world. Mashoud told me he couldn’t understand why there are people with the means to create change and have a positive impact on the world, but instead choose to spend their money on having five houses in three different countries, fancy cars and things to demonstrate their economic status. He then looked at me and said, “I mean look at you. Here you are with little means, but are still using your passion to try to cause a positive change in your own way.” He brought up the example of Mandela and how he used his life to create a major change in the world and questioned why more ‘big men’ didn’t follow his example. It was yet another inspirational end to a conversation.

After meeting with Mashoud, I made my way to the GWCL East office to meet with Scipiou and talk with him about tanker trucks and different associations that fill at GWCL stations and operate in the area. He told me that tankers are privately owned and operated and that some opt to join associations. Luckily, there were some guys who drove some of the trucks at the office, so I got to talk to them about some of the areas where they deliver water. Knowing that there is no better way to learn than by doing, I then asked if I could join them on their route to deliver water the following day and received the answer, “Of course you can! You just come tomorrow morning.”

So that’s what I did. The following morning I went back to the East office and joined Kwabena and Iman, who operate their own tanker service, on their route for the day. Iman, the owner of the truck, has been in the business for about 6 years now. Our first stop was to go to the university to fill three water tanks on the engineering campus. When I was talking to one of the guys there who works as a member of the cleaning service, he told me that apparently water hasn’t flowed to that part of campus for the past week and the borehole is broken. He was less than impressed by GWCL services and didn’t have very positive things to say about the company.

On the way to campus, I asked Iman how he determines the price that he charges consumers for water. Because they drive literally all over the area and have to go back to the filling station to refill multiple times a day, fuel is a heavy driver of price. On average, Iman told me that he charges GHC 90 (approx.. $45) for 1,000 gallons of water; GHC 120 ($60) for 1,500 gallons of water; and GHC 140 for 2,000 gallons of water. However, I learned through the course of the day, that fuel is just one part of the equation when determining price. Iman also considers how easy the job is and sometimes he will just base the price off of how he feels it should be (what that exactly means, I don’t really know). Iman also told me that he pays the GWCL GHC 8 per 1,000 gallons of water to fill at their station. In other words, each time Iman fills the truck, he pays GHC 24 ($12) to fill his 3,000-gallon tank completely.
When we arrived on campus, Kwabena parked the truck and both men went through the process of unrolling the hoses, which they then connected to a tube that would pump water from the tank, through the hose and into the polytank. I didn’t know before watching the process that the tanks are equipped with a motor that mechanizes the pumping process. This makes sense though because a lot of the tanks that they are filling are either on rooftaps or elevation stands to create the pressure needed to flow through pipes. I noticed that there is a pretty good amount of water lost through the process of transferring water from the tank to the final destination. The connection between the hoses wasn’t a perfect fit, so a lot of water was lost that way. Also, there would be times when Kwabena would say the polytank was full, but Iman wouldn’t be able to close the tap fast enough, and the tank would overflow. Another issue I noticed was that in terms of preserving quality of the water, the polytanks of the consumer that are being filled don’t always look as though they’ve been cleaned. For instance, when we were on campus, I climbed to the roof with Kwabena to watch as he filled the polytanks there and when I looked in the tank, I saw some debris floating around. I should have asked when the last time they cleaned the tank was, but I didn’t and it looked as though it could stand to be washed out.
After filling the tanks at KNUST and collecting the payment, we went back to the filling station before heading to our next two stops: Kyere-Truba and Antoa. Both of these communities are much more off the beaten path and harder to get to than KNUST and neither has piped water connections. The roads going to Truba and Antoa are unpaved, dirt roads and the ride was quite bumpy. There were also a few inclines and declines and I thought on more than one occasion that the truck was going to tip over when we were driving through them.

Truba is a newly established residential area. In fact, we delivered water to a construction site. The homes built and being built in the area are really big and I think it safe to assume that the area was being built up to cater to more middle to upper class Ghanaians. In Antoa, we delivered water to a polytank of a home and a construction site within a schoolyard. Truba and Antoa are located in dense, lush forest and it was a beautiful, albeit bumpy, ride.

As you can see, things are going really well here and I am making great progress with my research. I will be in Kumasi until Sunday, then will travel to Accra for some meetings and to finalize travel plans for Brent and I. Just one more week until he comes; I would disclose what I have planned for us, but it’s supposed to be a surprise, so you’ll have to read the next post to hear all about our adventures!

Until next time,

Chelsea

Monday, December 9, 2013

"The first week back in Accra: Research briefing at USAID and my first set of interviews"


The first two days of being back were more of an adjustment than I was expecting. I was really jetlagged and missed my family and friends at home, but I’ve gotten back into the swing of things here. Monday, I went to the Embassy to apply for my residency permit. I am thrilled that I get to call myself a legal resident of Ghana in a few weeks, once my paper work comes through. Not that I am an illegal resident now, but once my permit is approved, I will have an ID card and everything. Le-git.
After applying for my permit, I spent the rest of Monday working on a powerpoint presentation. In one of my previous blog posts, I wrote about a site visit I went to with Global Communities. USAID is one of the funders of the project I went to see, so many people from the USAID office in Ghana and in Washington came to the visit as well. I met Andy Karas, the Deputy Director of the USAID mission to West Africa and have kept in touch with him since. He extended me the opportunity to come and brief staff members at the USAID office on my project and the research I have done to date. My presentation was scheduled for Wednesday, so I spent Monday and Tuesday putting together a powerpoint for it. The presentation went well. In addition to briefing the team on my project, I had been asked to comment on the impacts of tariff increases on the urban poor. This definitely wasn’t something I had any prior knowledge of other than what I have heard in passing, so I looked up some of the tariff proposals from the electricity and water companies in Ghana and was pretty shocked by what I found. In Ghana, there is an agency called the Public Utilities Regulatory Commission, or the PURC. Essentially, the PURC is tasked with regulating and monitoring utility service providers to protect consumer interests. They have other functions, which I will highlight later in this post, but for all intents and purposes of this topic, their role will remain just as their name suggests: a utility regulator. All proposals for tariffs and tariff increases must be approved by the PURC before they can go into effect. This year, the electricity and urban water companies proposed tariff increases. For example, the Volta River Authority (VRA), one of the electricity companies of Ghana, proposed tariff increases of 128%. The Ghana Water Company Limited (GWCL), the company in charge of urban water provision, proposed an increase of 112%. It is worth noting, however, that the PURC only approved an increase of 52% in GWCL water tariffs. While there are some differences in rationale of the proposed increases of the Volta River Authority and the Ghana Water Company Limited, both institutions highlighted the inflation/the devaluation of the Cedi (Ghana’s currency) as a driving factor. Since water is my area of interest, I’ll focus predominantly on the GWCL proposed tariff increase. In addition to inflation, the GWCL also proposed an increase in tariffs as a way to elevate revenue generation, which would thereby be used to increase operational efficiency and invest in maintaining and upgrading existing infrastructure. In other words, what all of this jargon is saying is that the GWCL is going to collect more money with the intentions of using that money to ensure that water access to customers in the urban sphere have more reliable access to water. At present, most of the country is on a rationing system because the current production capacity does not meet demand. The latest figures released by the GWCL, which was presented via a powerpoint at the 4th Ghana Water Forum, showed the average daily water production is .708Mm³. However, the estimated Aggregate Demand (from Domestic, Commercial, and Industrial consumers) is 1.13Mm³. To put this into perspective, the amount of water that needs to be generated to meet current demand, but cannot be generated is more than half of current daily water production. With population growth and competing water demands between agriculture, households, industry and other generators of economic growth in Ghana, the fact that current capacity is already so hampered is quite a daunting reality. Moreover, I read an article just today detailing the findings of a study carried out by the Water Research Institute of the Council for Scientific and Industrial Research (CSIR-WRI). The study found that Ghana will see a general reduction in annual river flows of 15-20% by 2020 and 30-40% by 2050.[1] Recharge of groundwater will reduce between 5-22% by 2020 and 30-40% in 2050; amidst these reductions in availability of supply, the demand for water for irrigation purposes will increase by 40-150% in 2020 and 150-1200% by 2050.[2] When one considers that surface sources are the main source of water for most rural dwellers in the country and the national water strategy pushes for the development of boreholes and other technologies for groundwater extraction as a means of improving access to water in the country, these statistics are, for lack of a better term, distressing.  To cope with present scarcity and the shortfall in supply, the GWCL services customers on a rationing schedule. For example, water will flow through the pipes in Community ‘A’ on Monday and Wednesday; Community ‘B’ on Tuesday and Friday; Community ‘C’ on Thursday and Saturday, etc., etc. In theory, this is supposed to be an effective system (well as effective as it can be given the situation) because if a community knows when the water will flow, then that gives them time to collect enough water to store it for use on the days that the water doesn’t flow. However, today I learned through interviewing the water director at the PURC, that the GWCL isn’t doing a good job of making the rationing schedule known to the public, to the extent that people do not know when the water will and will not flow. Financially speaking, it would appear that tariff increases would do a lot to fix this problem. Currently, GWCL funds are derived through the following means: the largest portion, $30 million, comes from external funders; $2 million is provided through the government (which is reportedly never released on time to the company); and $3 million is generated internally (revenue collection by the GWCL, etc.)[3] Official estimates from the GWCL state that the company needs $100 million (US currency, not cedi) a year in infrastructure investment in order to achieve Millennium Development Goal targets of 85% improved access to water countrywide.[4] A total of $717 million is estimated to be needed to increase urban coverage to 100% by 2025.[5] If one looks merely at the economics of the situation, then, yes, increasing existing tariffs as a means of revenue generation for the company, which could then be reinvested into the country’s infrastructure, would improve the services received by customers currently. However, pure economics fails to consider operational inefficiencies due to mismanagement of funds and poor performance on behalf of employees. There are numerous problems with the performance of the company in terms of revenue collection, such as not collecting revenue on time (not always for lack of payment by consumers, but for the lack of employees going and collecting it or charging consumers incorrectly). Personally, I, and many other people I talk to working in the water sector, don’t think tariff increases are going to solve the problems faced by neither the GWCL, to improve urban water service, nor consumers. Until GWCL improves upon the bureaucratic barriers that are impeding water delivery and uses the money that is collected through revenue in existing tariff structures for wise investments, then I hardly doubt throwing more money at the problem is going to fix it.
 In my research on tariff adjustments, I learned that when Ghana was restructuring its water sector in the late 1980s, the government approved a formula for an annual tariff adjustment that would resolve some of these problems. However, the formula was never applied due to political reasons and over the years, tariff increases have been ineffective because they never result in the revenue needed to remedy the problems. I think that the original reformed proposal has potential. I hesitate to call it the end all be all solution to the problem because for one, the formula would need to ensure that increases were adjusted for inflation. Secondly, the GWCL would have to show that they were reforming institutional impediments that are negatively affecting services to citizens. A practical way to begin the process of such reforms is to first identify the problems, which has been done by numerous policy documents and agencies already, from the consumer level. Why not administer a survey amidst GWCL customers where they can rate their current service level? Global Communities employed such methods through the use of a community score card and found it quite useful for evaluating existing projects and directing future projects. I hardly think that consumers would be happy to have an increase in the amount of money that they pay for their service when (1) their wages are not also rising and (2) the level of their service delivery remains poor. I am interested to learn more about the increases in tariffs and how they end up impacting consumers while I am in Ghana. I anticipate that there is the potential for my research to uncover how tariff increases on GWCL supplied water, mainly that which is distributed through tanker trucks and other water service vendors, is impacting the population I will be working with.
So after briefing the team on my research to date and tariff increases, I took some time for comments and questions at the end. The comments that were made were in regards to looking at non-revenue water and GWCL efforts, a gender perspective on water access and different coping strategies, as well as the roles and functions of CONIWAS, a coalition of national and international organizations working in Ghana. All of these are great suggestions and I will consider as many of them as possible, but the honest truth is that there are so many issues that deserve investigation, both in the urban and rural spheres of the water sector in Ghana, but I can only do so much in the limited time that I am here.
The following day, which was on Thursday, I went to the PURC office in Accra to conduct some interviews. I had met Francis, who is a complaints officer at the PURC, at the Water Forum in October, so I called him and he graciously agreed to meet with me. As a complaints officer, Francis essentially acts as a liaison between urban consumers dissatisfied with their service and the GWCL.  As I was learning of the organization of the PURC and the process of filing and dealing with consumer complaints, I began to realize that this was just the mere beginning of unraveling a very complicated procedure. To begin, the PURC differentiates between consumers and customers. Everyone is a consumer, but not everyone is considered a customer. A customer is someone with a GWCL connection, which also means that they have to have titles to the building or home where the piped network in question is. Customers also have to have a water meter, which measures volumetric usage of water and is used to determine billing amounts. Francis only deals with complaints lodged by individuals who fit the description of a ‘customer.’
Essentially, as a utilities regulator, the PURC is only mandated to regulated services of urban customers, which boils down to those connected to the GWCL piped water networks in the city. When I learned this, I asked Francis what happens to those water consumers whose main supply is provided through secondary and tertiary providers, such as water vendors and tanker trucks. Francis told me that there is another department at the PURC that deals with such problems, which led me to my second interview that day, but more on that later. Continuing with our interview, I asked Francis about the general procedure for lodging a complaint. To file a complaint about water service, a customer can either call, write to, or walk in to the PURC office. They then provide their basic contact information and details of the problem. From there, the process of how the problem is resolved, and how quickly it is resolved for that matter, depends on the nature of the issue. The PURC will first contact the GWCL to make them aware of the issue, then a formal complaint will be lodged. When I asked Francis the average amount of time it takes to settle a dispute, he told me roughly 1 to 2 months. However, under government law, disputes are supposed to be settled in no more than 5 working days from the time they are lodged by a customer or the PURC on behalf of the customer. Clearly, there is something wrong with this picture. On the upside, the GWCL cannot disconnect a customer’s water connection while the dispute is in the process of being resolved. Moreover, if a customer is dissatisfied with the response of a service provider or how they propose to settle a dispute, they have the right to reject this response and reinstate the process from the beginning, BUT, the customer must state the reasons for their rejection of the proposed solution. I then proceeded to ask Francis about some of the most common challenges or complaints that consumers approach him about. He listed the following:
·      GWCL Officers will bill a customer for more than the meter states the customer has actually consumed
·      The GWCL will disconnect customers, claiming that they have not paid their bill, when in fact the consumer has paid
·      The GWCL will present customers with a bill for the year, rather than on a monthly basis (monthly billing is supposed to be the standard operating procedure). This is problematic because when a consumer is billed for the year, rather than on the monthly cycle, they are charged using both block tariffs, and therefore have to pay more. According to Francis, the current tariff structure is as such: a consumer pays a fixed price for consumption of water between 0-20,000 liters; there is then a different price fixed for water consumed that is 20,000 liters and above. In one year a household is obviously going to use more water than they use in a month, so the amount that they are charged does not reflect a fair price under existing tariff structures.

When I heard about these problems, I was in shock. I mean I have read policy documents and other academic reports detailing the inefficiency of revenue collection by the GWCL, but I have never heard of these issues. It is completely unjust. Moreover, the amount of time it takes to fix any dispute is just unacceptable. Allow me to provide an anecdote to illustrate my case in point. When speaking with Francis, he procured the documents of a complaint that was lodged recently by a customer. In late September, on the 26th to be exact, a customer who receives water through the GWCL in Accra East came to lodge a complaint. At the time the complaint was made, the water had not flowed through the pipes in the man’s homes for three weeks. In the document, the PURC stated that an inspections officer from the PURC went to the home of the man to investigate the problem. The inspection was made in early November; by mid-November, the problem was still not fixed. The customer, who at the time was in China on business, made a call to the PURC from China to complain that his family at his estate in Ghana were still not receiving water. The day prior to my interview with Francis, which was December 4th, the man requested the GWCL send an investigations officer because his tap still had not produced water. Three months after the original complaint was lodged, the man and his family still did not have water in their home. The questions in my mind are many about how this could possibly be the case, but the one I would like to raise here is the following: now this is an assumption of the man’s socio-economic status based on the fact that he was in China on business and had the means to place an international call, first to his family to check on the status of the problem, then to the PURC to lodge another complaint from China, but I find it a safe one to make considering the average Ghanaian does not travel abroad frequently for business, nor tourism: if service delivery is so fickle in the home of a middle to upper class Ghanaian, living in the capital, and the resolution of the problem takes so long, how different is this same situation in communities where the average per capita income is lower? I mean I think everyone knows the answer to this (it’s a worse situation), but the question beckons: how much of the way the current system functions is due to considerations of political economy (political allegiance to the party in power ensures water access to a specific area; areas closer to government officials and governmental residential areas receive better water services than others, etc..) rather than mere socio-economic conditions of an area? How and where do local governance structures fit in to the picture? Along these same lines, how much do these factors impact the rationing schedule I mentioned earlier in this post and its publication to the beneficiary communities?
My interview with Francis was very helpful and I felt that I learned more from the hour or so that I spoke with him, perhaps than I had over the course of the few weeks I have been sporadically reading policies. The information I gathered from Francis then led me to meet Kwabena, who is the water manager at the PURC. I wanted to follow up with Kwabena about the gap revealed by Francis in managing complaints procedures; while Francis and his team address concerns of urban consumers receiving services through GWCL piped networks, who is addressing the concerns of those outside of this purview? To my understanding, and indeed the whole premise of my Fulbright proposal, it is consumer associations who are tasked with this, but so far, these groups had not been mentioned in any discussions I had with Francis or other water sector professionals. I was hoping Kwabena would be able to resolve my confusion.
When I asked Kwabena about the consumer associations that were supposedly established by the PURC, I learned the following: at the PURC level, there is the Consumer Services Directorate, which was technically the department where Francis works. Then, at the district, regional, and community level, there are smaller, more localized consumer services associations. Kwabena then told me that for those consumers who rely on tanker trucks, water vendors and other tertiary service providers, there are different organizations tasked to deal with their complaints. If a customer has a problem with water from a sachet or a bottle, they lodge a complaint with the Food and Drugs Authority. This is because all water that is packaged is supposed to adhere to quality standards under the Ghana Standards Authority and once water is packaged, it falls under regulation of the Food and Drugs Authority. Those who have complaints about their water from tanker services can go to the PURC to complain. However there is a Catch-22 to this: the PURC only handles complaints from those whose water comes from a tanker truck where the tanker has derived the water from a GWCL filling station. For those who receive water from a tanker truck that uses a source outside of GWCL filling stations, there is no person or organization within the PURC that handles these complaints. Essentially, these consumers are on their own. Kwabena told me that this is because the PURC does not regulate tanker trucks. While the PURC has established tanker truck guidelines, which regulate water quality only, there are so many tanker trucks that are filling the supply gap in Ghana that they are difficult to regulate. Quality regulations focus on the cleanliness of the tank the water is being transported in and whether the vehicle is appropriate for transportation. There are no regulations in place for tariff and pricing schemes because much of the price that is charged is calculated based on the distance the water must be transported from source to the customer. As the PURC doesn’t trace the water to its source if it is not from a GWCL filling station, regulating the price of water by these tankers just wouldn’t be possible. The PURC tries to encourage trucks to join tanker associations to make regulation easier and more feasible, yet membership in such associations is purely optional, not mandated, so regulation cannot be guaranteed. Kwabena also told me that it is also difficult to regulate tankers outside of the GWCL network because many people are drilling their own boreholes, pumping water from the borehole to tanks, then distributing this water to consumers outside of the GWCL network. This is not only disturbing from regulation and consumer services standpoints, but also from a management standpoint. Note the article previously mentioned in the article. There are no restrictions or limits on the amount of water that can be pumped from these boreholes. Assuming that they are high-yielding, which is a common challenge for water provision through the use of boreholes in Ghana, then the user will need to be frugal with the rate at which he derives water from the borehole in order to prevent the depletion of groundwater and ensure a sustainable supply of water.
After speaking with Kwabena and Francis, I feel I have a lot more clarification of the problem which I am investigating and it made me that much more eager to schedule more interviews and read more policies.
After a productive two days, Friday was Farmer’s Day, a national holiday, so I decided to take the day to take an art lesson and visit a friend. The following day I caught up with Bri, who works for CWS. I hadn’t seen her since I was in Ghana last December, so it was great to get to get caught up with everything that has been going on in each others’ lives over the past year.
This week I am in Kumasi. I have two interviews scheduled with people working in the GWCL and PURC here. I am also going through the process of finalizing my accommodation for next month, as well as looking into Twi lessons, French lessons, art classes, and the best way to go about hiring a translator once I get into the field work portion of my research. It is going to be quite a busy week, but Brent will be here on the 21st and we will be touring the country for the ten days that he is here, so I am looking forward to it.

That’s the short of things here. Until next time,

Chelsea


[1] Awal, Mohammed. “Ghana: River Level in Ghana to Reduce in 2020.” Allafrica.com/stories/201312010135.html. 29 November 2013.
[2] Ibid.
[3] www.gwcl.gh.com
[4] Ibid.
[5] Ibid.