For decades the problems of access to and sustained use of water and sanitation
(WATSAN) technologies in developing countries has dominated the political agendas
of international organisations and governments. Despite the significant investments
made and the apparent appropriateness of technologies transferred, the effective
implementation and sustained use of WATSAN technologies remains a chimera. More
importantly, improving access to water and sanitation does not necessarily guarantee the
longevity of those systems transferred. Lessons from past interventions suggest that the
success of WATSAN interventions depends on the ability of ensuring users‟ broad
acceptance of the technologies and sustained used after donor assistance ends. Yet, in
the academic literature users‟ feedback and experiences in the post-implementation
stage of technologies has received scarce attention.
Against this background, this thesis aims to contribute to understanding the dynamics
involved in the process of WATSAN technology adoption and sustained use in
developing countries by reporting the design and evaluation of a diagnostic post-
implementation tool, called RECAP, to address and investigate the problem. This
research employs a multiple case study approach to evaluate users‟ post-implementation
experience of WATSAN technologies in South Africa and Indonesia. Semi-structured
interviews with technology users as well as in depth interviews with local governments
and health clinics were conducted in three case studies. By comparing and contrasting
technology intended performance and users‟ experiences in the post-implementation
stage this study aims to identify potential challenges to technology sustained used.
Conclusions relate to the existence of discrepancies between performance and
experience, manifested in the post-implementation stage, which suggest the necessity to
develop evolving mechanisms to routinely assess users‟ feedbacks of the technologies
and assist them with appropriate interventions. Further conclusions relate to the validity,
reliability and flexibility of a post-implementation diagnostic tool in investigating user
experiences, diagnosing emerging challenges and suggesting remedial intervention to
contribute to sustained technology use