Case Study: FCT Waterboard – Government Utility Website Redesign
Background
The Federal Capital Territory Water Board (FCT Waterboard) is the principal agency responsible for water supply and infrastructure management in Abuja. As a public utility with a growing population to serve, the board needed a modern, functional, and transparent digital platform to improve communication with residents, manage service requests, and streamline internal processes.
The previous website lacked user interactivity, timely updates, and digital service options. FCT Waterboard partnered with eBrand Promotion to redesign its web presence to ensure accessibility, performance transparency, and integration with service delivery functions.
Objectives
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Public Service Access: Enable Abuja residents to make service requests, report issues, and access critical information online.
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Digital Billing System: Introduce online bill viewing and payment features to reduce queues and manual processing at physical locations.
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Transparency & Communication: Publish real-time water supply updates, project announcements, and board policies.
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Administrative Backend: Build a secure admin panel for managing content, customer queries, and billing reports.
Project Scope
The project was delivered with the following key components:
1. Public-Facing Website Features
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Water Service Request Portal:
A structured form allowing users to apply for new connections, report pipe bursts, or request meter servicing. -
Live Alerts & Updates:
Integration of a news ticker for urgent announcements like supply cuts, pipeline maintenance, or project schedules. -
Downloads Section:
Easy access to public documents including tariff guides, connection forms, and procurement notices. -
Service Area Map:
Interactive map highlighting coverage zones and contact information for local water offices.
2. Billing & Account Management
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Customer Login Portal:
Secure access for users to view their monthly water bills, check consumption history, and track payment status. -
Online Payment Integration:
Integration with Remita and Paystack to allow flexible options including card payments, bank transfers, and USSD. -
Billing Dispute Form:
A ticketing system to log and resolve issues related to disputed charges or service disruptions.
3. Backend Dashboard for Administrators
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CMS Integration:
Easy-to-use content management system for uploading news, notices, tenders, and updates. -
Service Ticket Tracker:
Internal dashboard for monitoring user-submitted issues, assigning tasks to field officers, and tracking resolution times. -
Reporting & Analytics:
Auto-generated reports showing traffic stats, bill payment trends, and complaint resolution metrics.
Implementation
User-Centric Design
We kicked off the project by conducting interviews with FCT Waterboard staff, end-users, and IT support teams to understand service pain points.
Key priorities included mobile responsiveness, simplicity, and multilingual support (English & Hausa).
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Used modern UI principles for intuitive navigation.
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Integrated Google Translate API for basic language switching.
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Focused on load speed and offline cache features to accommodate users with inconsistent network connectivity.
Billing System Integration
Our team liaised directly with FCT Waterboard’s IT department and billing vendors to integrate the new digital platform with their existing customer database.
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Built a secure login module with token-based authentication.
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Developed API endpoints to sync customer account data and payment records.
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Ensured PCI DSS-compliant encryption on all financial transactions.
Testing & Deployment
The site underwent multiple rounds of testing:
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Usability Testing: With a sample group of FCT residents across Garki, Wuse, and Kubwa.
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Security Audits: To validate the login module and transaction flows.
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Performance Testing: Under simulated high-traffic conditions and limited-bandwidth scenarios.
Deployment was done in two phases:
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Soft Launch: For internal use and staff feedback.
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Public Launch: After adjustments and staff training.
Results
Improved Public Access to Services
The web portal allowed residents to report issues and apply for new services without visiting physical offices. Within three months, over 2,000 service requests were submitted online.
Digital Payments Increased Adoption
More than 1,500 households adopted the online bill payment feature in the first 60 days, reducing queues at the FCT Waterboard headquarters and Area Offices.
Enhanced Transparency & Public Trust
Real-time announcements helped build trust—residents appreciated timely updates on water outages and scheduled maintenance. The downloadable tariff structure also improved perception of transparency.
Operational Efficiency
The admin dashboard significantly reduced manual follow-ups. Staff could easily track unresolved complaints and respond based on urgency and location. The system also generated reports useful for internal planning and budgeting.
Conclusion
The FCT Waterboard web redesign successfully transformed the agency’s digital presence into a functional, citizen-facing utility service hub. With modern billing features, public interaction tools, and operational dashboards, the platform now supports better service delivery and communication.
This project is a strong model of how government agencies in Nigeria can use digital transformation to improve accountability, service accessibility, and operational efficiency.
Explore the project: www.fctwb.gov.ng
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