Nexos entre a infraestrutura de abastecimento de água e demandas dos usuários para assegurar seus direitos legais: um estudo a partir da experiência da agência reguladora de serviços de saneamento básico do município do natal – ARSBAN

Abstract

Water is of paramount importance for the existence and survival of most life forms on the planet, playing vital roles in the human body and the modern economy. The UN has recognized access to water and sanitation as an essential human right, but significant challenges remain to ensure this access globally and in Brazil. In Natal/RN, about 50 thousand inhabitants do not have access to potable water, highlighting the importance of effective management of sanitation services. The main objective of this research was to relate the management of infrastructure and investments in the water supply system of the city of Natal with the demands of users, received by the Call Center. The methodology included the analysis of documents and spreadsheets containing data on investments and public service. Initially, the identification of the water supply system infrastructure in the city of Natal was carried out. Subsequently, a survey of the population's demands related to water shortages from 2016 to 2019 was conducted, revealing critical areas and complaint patterns. The analysis of the planned and executed investments in the 2019-2023 tariff cycle was conducted to verify their relation to the population's demands. To complement the analysis, several thematic maps were created using geoprocessing tools, demonstrating the areas of greatest investment interest and relating these investments with the neighborhoods most affected by water supply problems. The document analysis revealed that CAERN's actions were not sufficiently responsive to user demands, with an on-time service rate of only 33%. The data showed significant inefficiencies in meeting demands, with some neighborhoods, especially in the North region, showing extremely low service rates. Additionally, the investments made did not coincide with the areas that had the most significant supply problems, indicating a failure to prioritize user needs. Therefore, the research highlights a disconnect between user demands and the concessionaire's investment actions. Based on the findings, recommendations were proposed to improve resource allocation, adopt advanced monitoring technologies, strengthen regulation, and improve communication and engagement channels with the community, aiming to ensure a more efficient and equitable water supply service, fully meeting users' rights and contributing to improved living conditions in the city of Natal.