recent study shows that for domestic water use slum dwellers in Dhaka Metropolitan Area are paying about 7 to 14 times higher than the legal connection holders covered by DWASA. Slum dwellers are spending about 12 to 15% of their average monthly income for domestic water supply, whereas in most of the countries, legal connection holders are spending less than 5% of their average monthly income for the same purpose. Overstaffing A common indicator of whether water utilities are overstaffed is the ratio of employees per 1,000 connections. Using this indicator, DWASA appears to be overstaffed: According to DWASA, the utility had 3,566 employees and served 325,717 connections in 2013, resulting in 10.9 employees per 1,000 connections. This figure is 30% higher than the average of 18 major Asian cities, which was 8.3 in 2001 according to the Asian Development Bank. However, in Dhaka there are more than 40 inhabitants per connection, an unusually high ratio. Thus, for a city of 12 million the utility is not necessarily overstaffed. For example, the city of Berlin, Germany, also had 3,948 employees in 2009, but served less than 4 million people. Given low salaries in Bangladesh, it is also appropriate to use more labour-intensive approaches than in richer countries, and the staffing level should thus probably not be considered to be overly high. Achievements and response to challenges In 2010 the Dhaka water utility, DWASA, embarked on a "Turnaround Plan" for the period 2010–12. The Turnaround Plan includes capacity building, more transparency and accountability, and better customer orientation. According to the Executive Head of DWASA, as of early 2011 achievements are a continuous water supply 24 hours per day 7 days a week, an increase in revenues so that operating costs are more than covered, and a reduction of water losses. For these achievements DWASA, got a "Performer of the Year Award" at the Global Water Summit 2011 in Berlin, an event organised by an industry magazine. The award selection was made by participants based on presentations by the managers of seven invited utilities from Algeria, Bangladesh, Brazil, Poland, Romania and the United States. Water loss reduction In Dhaka, the share of non-revenue water (NRW), water which is not billed, e.g., due to leakage and illegal connections, has been reduced substantially. According to DWASA, system losses have been reduced from 36% in 2007–08 to 27% in 2012–13. Their goal is to continue