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Rapidly increasing populations in informal settlements commonly use pit-latrines that require regular emptying. This study compares two emptying businesses from Kampala, Uganda and Kigali, Rwanda and identifies developments in formal services for hard-to-serve customers that are not accessible to large vehicles. Using observational and operational data shared by both businesses, we analyse the resources, methods, and tariffs used. Results indicate that although portable vacuum pumps are able to empty some facilities, fully manual methods are still required to empty thick sludge, deep pits, and weak structures in hard-to-serve areas. Manual emptying in Kampala which uses no mechanical equipment has the same overall duration as emptying using a portable vacuum pump in Kigali due to the additional time required to prepare, pack, and clean equipment. Effective municipal solid-waste management makes pit emptying faster at a lower cost. Some hard-to-serve customers require manual methods but increased costs are not affordable or equitable. This study highlights the opportunity for government and city authorities to support sanitation businesses by managing the tension between affordability, formalising services, and increasing uptake by recognising that manual emptying is required for some customers, and such higher regulatory standards can increase prices and prevent some customers from accessing formal services.

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非正规住区中迅速增加的人口通常使用需要定期排空的坑式厕所。这项研究比较了乌干达坎帕拉和卢旺达基加利的两家清空企业，并确定了为大型车辆无法到达的难以服务的客户提供正规服务的发展情况。利用两家企业共享的观察和运营数据，我们分析所使用的资源、方法和费率。结果表明，虽然便携式真空泵能够清空一些设施，但仍然需要完全手动的方法来清空难以服务区域的厚污泥、深坑和薄弱结构。由于准备、包装和清洁设备需要额外的时间，在坎帕拉不使用机械设备的手动清空与在基加利使用便携式真空泵清空的总时间相同。有效的城市固体废物管理可以以更低的成本更快地清空坑。一些难以服务的客户需要手动方法，但增加的成本是无法承受或不公平的。这项研究强调了政府和城市当局通过管理负担能力、正规化服务和增加使用量之间的紧张关系来支持环卫企业的机会，认识到某些客户需要手动清空，而这种更高的监管标准可能会提高价格并阻止某些客户无法获得正式服务。