A service delivery model is the combination of management arrangements at service delivery level and the necessary legal, policy, institutional, regulatory and financing frameworks that support these management structures and allow them to function effectively. The WASH service delivery models tool (‘WASH-Ser’) is a multi-stakeholder process to assess the components of a service delivery model for water supply or sanitation, to inform, guide and justify strategic decisions to support service providers and the institutions that enable them towards improved, sustainable and resilient service delivery.
Several models can be assessed in the same process, each on a parallel track. The analysis can also be tailored to a subsector (e.g. rural, urban, informal settlements).The WASH-Ser includes an analytical framework and associated steps that identify the strengths and weaknesses at both the institutional and service provider levels. This analysis enables the definition of a consistent and consensual road map of activities to improve sustainable and resilient WASH service delivery providing activities to support service providers and institutions.
This document provides guidance to UNICEF and its partners who are considering improving or strengthening service delivery models or who are already in the process of implementing a programme to support service providers.