Commercialisation helped streamline cumbersome bureaucratic processes (e.g. for procurement), provided incentives for staff and management, decentralised technical and financial planning, strengthened customer orientation, and reduced long response times (USAID, 2011b), with the result that Aqaba has lower non-revenue water (NRW) and provides continuous water service through new and upgraded systems (USAID, 201 la). It is headed by a CEO that is appointed by the Board of Directors. It is fully ow ned by the WAJ and has a staff of 1 500 active employees (Miyahuma, 2013).