Efficient demand management & integrated GIS in NGWA (Northern Governorates Water Administration), H.K. of Jordan Udo Kachel, Teamleader GTZ Operations Management Support Project Email Udo_Kachel Abstract Around 80% of the problems and inefficiencies in operating a water supply system relate to the last 25 meters of the system, i.e. service connections and customer relationship. Since 1994, the Water Authority of Jordan (WAJ) and the German Agency for Technical Cooperation (GTZ) are jointly working on the improvement of service delivery to customers. Within the framework of the Operations Management Support (OMS) Project, a set of integrated, GIS based water management tools were developed and applied in the regular business processes to address in particular the customer management & relationship, the efficiency of water distribution and water loss reduction. Striking results were achieved, as the non revenue water (NRW) was reduced by more than 20% within a year, realisation of energy saving potentials improved the financial performance and provision of transparent and reliable information on NRW improved decision making and enabled a prioritization of investments to utilise the limited funds in a more effective way.