Bill Bila Balaa (Bill without problems) campaign

Client: Nairobi Water Company

The Challenge

  • Customer confidence in the newly formed company was at its lowest
  • Billing was identified as the top most problem facing the Company

The Positioning

  • Resolving billing problems presented the Company with an opportunity to demonstrate resolve in tackling several problems facing water consumers in Nairobi and to win their confidence in the newly formed Company

The Strategy

  • Community mobilization / stakeholder communication and special motivational events
  • Strategic media relations and issue advertising

The Result

  • One month after the campaign, revenue collection increased by 54%
  • 91,950 billing and metering problems resolved
  • 24,486 records updated
  • From the media analysis Complaints dropped from 60% to 11% during campaign period and Commendations increased to 33% from 7%
  • Campaign won the Golden World Awards for Excellence and the Frontline Award – International Public Relations Association, London, 2006  (www.ipra.org/gwa).



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