ASCI
National Action PlanKey Recommendations
City level actions Development of performance measurement
indicators and Governance Report Cards Adopting processes of stakeholder consultation to
identify problems, solutions and implementation strategies
Development of effective systems for information collection and dissemination
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REPORT CARD ON URBAN SERVICES
HYDERABAD STORY
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Context Municipal Reforms (revenue enhancement
drive, self declaration of property tax, privatization etc)
E-governance Absence of local elected government Proposal to run report card in 1999 by WSP-
SA – indifference of the local government ASCI took the lead and prepared the report
card – with the acceptance of key agencies
ASCI
• Public services are typically managed and regulated by authorities and corporations established by the Government.• Little pressure and absence of counterpart resulted in monopoly.• Performance of monopolistic providers are - less responsive - less efficient• Improvement of performance through public feedback• The report card – one such market research technique to assess the performance of the public service providers.
WHY REPORT CARD
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• to generate public feedback on the degree of citizen’s satisfaction with the quality of service provided by public agencies.
• to serve as a diagnostic tool for service providers and others to identify problem spots or deficient areas that need attention within an agency.
• to encourage public agency to initiate consumer friendly practices and policies, internal performance measures and increased transparency in operations.
•
PURPOSE OF THE REPORT CARD
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REPORT CARD An assessment of the public
services of the city from the perspective of its citizens
Sample survey of users and rating of the agencies interms of their satisfaction
Users can provide authentic feedback on the quality, efficiency, adequacy
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More than 80% of innovations in high performing companies came from customer ideas
Drucker
WHY DO YOU NEED TO INTERACTWITH CUSTOMERS?
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• Agency performance • Levels of user satisfaction• Agency’s responsiveness• Citizen’s rating of the agencies – efficiency, reliability and adequacy• Extent of corruption• Coping costs and willingness to pay for improved services• Means adopted for achieving satisfactory services - formation of association, speed money and leaders.
STUDY FOCUS- HYDERABAD
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• Preparation of questionnaire - General areas
- Slums
• Statistical sampling• Training of enumerators• Implementation of survey• Show cards for rating of agencies• Analysis of data• Preparation and report card
METHODOLOGY
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• Statistical sampling• HHs interacted with one agencies in the last six months
•Training of enumerators• Implementation of survey• Focus group discussions in four areas •Analysis of data• Preparation and report card
METHODOLOGY
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SERVICE COVERAGE
Agencies ServicesMCH Solid Waste Disposal
MCH Storm Water Drains
MCH Roads
MCH Open Spaces/Parks
MCH/AP Transco Street Lights
HMWSSB Water Supply
HMWSSB Sewerage
A P Transco Electricity
Dept of Telecom Telephones
APSRTC Public transport
P&T Postal and Telegraphs
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REASONS RESPONDENTS(%)
Lack of awareness
17%
Lack of faith 70%
Speed money harassment
13%
REASONS FOR NOT CONTACTING THE AGENCIES (NON SLUMS)
Large percentage of respondents are expressing lack of faith
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USER SATISFACTION More than 50 % are dissatisfied Electricity get the lowest score P & T gets the highest Satisfaction with services such as roads
(27%), garbage (31 %), water (28 %), sewerage (26 %) is low
Greater degree of monopoly – more dissatisfaction
Beginning of Summer – may have influenced the results
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USER SATISFACTION WITH DIFFERENT PUBLIC SERVICES (NON
SLUMS)
SERVICE /AGENCY % OF RESPONDENTS SATISFIED
Solid Waste Disposal 31
Storm Water Drains 37
Roads 27
Water Supply 28
Sewerage 26
Electricity 25
Telephones 34
APSRTC 62
Postal and Telegraphs 93
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RATIONALE FOR INTERACTION
Delay in problem resolution, over billing,inefficient service delivery etc brought citizen to public agencies
Most respondent who complained did so in their individual capacity
REASON FOR CONTACT (General area)
Service/Agency
Major reasons for contract/ Nature of problem
Respon-dents
(%)
Water Supply
Inadequate supplyIrregular timing Low pressure
373429
Sewerage Choking and leakage-Inside the premisesChoking and leakage-Outside the premisesNew connections
433522
Electricity Voltage fluctuationsIrregular and unscheduled power cutBilling
434215
Telephones Fault repairsBilling problemsShifting
592417
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MODE OF CONTACT PREDOMINANTLY BY WAY OF
PERSONAL VISITS USERS EXPECT A SIMPLER SERVICE
– TELEPHONE, INTERNET
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MODE OF CONTRACT
(NON SLUM)
SERVICE/AGENCY
Personal (% of
respondents)
Telephone (%)
Letter (%)
Others (%)
Solid Waste Disposal (MCH)
50 39 11
Street Lights 36 9 55
Water Supply 51 36 8 5
Sewerage 57 25 14 4
Telephones 38 49 11 1
Even in the present IT age, the mode of contact is primarily by personal visits – an inefficient process
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RESPONSE OF AGENCY – NO OF VISITS Repeated visits are needed Average three visits per agency Over 65 % respondents made 3 or
more visits More than 6 visits for storm water
drain, roads, improper billing HMWSSB is faring better
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RESPONSE OF AGENCY – PROBLEM RESOLUTION RATE AND
TIME TAKEN Only 45 % of those who complained could
get their problem solved Resolution rate is high in P & T and
APSRTC; low with MCH Average time for problem resolution – 15
days. Greater for Roads (4 m), lights ( 2 m) than
it was for sewerage and electricity (7 days) Recurrence of problem (73 %) – more in
garbage clearance, water supply, sewage
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STAFF BEHAVIOUR Behaviour of staff across agencies is
unsatisfactory (75%) Job knowledge, efficiency, attendance
and courtesy is low Worst rated – APSRTC, Electricity,
municipal service Better rated – HMWSSB, DOT From among those who met senior staff,
75 % did not get any benefit.
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Staff response
SERVICE/AGENCY Present in seats
(%)
Solid Waste Disposal 4
Storm Water Drains 3
Roads 4
Street Lights 3
Water Supply 13
Sewerage 9
Electricity 14
Telephones 16
APSRTC 3
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Speed money phenomenon (general households)
Unwillingness to talk on this subject Difficult to cross check Nearly 1/3 of sample claimed to having
paid 77 % to junior cadre, 18 % middle cadre People are willing to pay bribes to
prevent multiple visits/harassment – but they feel it is a wrong practice
40 % paid upto Rs 500, 25 % > 500
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SPEED MONEY (NON SLUM)
Service/Agency Paid (% of
respondents)
Water Supply 5
Sewerage 5
Electricity 19
Telephones 9
MCH (some depts eg.building permits)
14
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COPING COSTS Consumer adopts alternative
means to satisfy their needs Average amount to augment water
supply & sewage – Rs 19000 per hh, Rs 4960 per hh
Around 12000 million Rs towards watsan services only
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INVESTMENTS IN COPING MECHANISMS (NON SLUMS)
Assets % of respondents
invested Septic tank 41
Under ground tank 46
Overhead tank 58
Motor/Pump 54
Open well/Bore well 54
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WILLINGNESS TO PAY
People are willing to pay MORE for improved service
Lack of faith for low willingness to pay
Willingness to charge is missing
Willingness to Pay
46
3735 34
41
36
0
5
10
15
20
25
30
35
40
45
50
MCH HMWSSB Electricity Telephone RTC P&T
Agencies/Services
% o
f R
es
po
nd
en
ts w
illin
g t
o p
ay
% willing to pay for improved services (% of respondents)
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WILLINGNESS TO PAY
People are willing to pay MORE for improved service
Lack of faith for low willingness to pay
Willingness to charge is missing
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WILLINGNESS TO PAY (GEN. HOUSEHOLDS)
Agencies/Services Respondents willing to pay (%)
MCH 41
HMWSSB 46
Electricity 37
Telephone 36
RTC 34
P&T 36
ASCI
FEEDBACK OF THE SLUM HHs The saga of poor residents is worse
than general hhs Lack of faith is high The problem resolution rate is low Overall satisfaction is low compared
to general hhs They make more visits (avg 4) Time taken to rectify a problems is
high
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LEVEL OF USER SATISFACTION – RESPONDENTS FROM SLUMS
AREAS
Service/Agency Satisfied (% of users)
Water Supply 24
Sewerage 18
Electricity 19
APSRTC 68
Postal and Telegraphs 90
Drainage 2
Roads 15
ASCI
FEEDBACK OF THE SLUM HHs 95 % feel that the staff is not helpful Paid speed money – more widespread Coping mechanisms prevail
Booster pumps, septic tanks, tanks Average amount spent on water
supply – Rs 1590 per hh and Rs 720 towards sanitation
ASCI
• Over 45% of respondents have made personal investments to augment water supply.• Over 40% are willingness to pay extra for improved water supply (over Rs.100 per month)• Willing to pay for independent tap (37 %) and personal toilet (17 %)
Coping Mechanisms, Investment and WTP (Slum Residents)
FREQUENTLY FACED PROBLEMS
(SLUM AREAS)
Service/Agency
Major reasons for contract/ Nature of problem
Respon-dents
(%)
Storm water drains
Choked drains/ overflowing drainsMixed with sewage
8219
Water supply Inadequate supplyMeter replacementsContamination
363331
Sewerage Choking and leakageNew connections
5644
Electricity Irregular and unscheduled power cutBillingDisconnection and reconnection
443125
AWARENESS OF CITIZENS ABOUT PROGRAMS
Name of the Scheme % Res. aware of
% Res. got
benefited
Integrated Child Development Scheme (ICDS)
1 1
Integrated Low Cost Sanitation (ILCS) 8 2
Janmabhoomi (JB) 92 15
National Slum Development Program 4 2
Swarna Jayanti Sahari Rojagar Yojana (SJSRY)
21 5
Chief Minister’s Empowerment of Youth Programme (CMEY)
40 2
Development of Women and Children in Urban Areas (DWACUA)
9 2
Balika Samrudi Yojana 2 1
Akshara Jyoti 7 1
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Conclusions and Recommendations-I
Uniformly low public satisfaction (including slum hhs) except few agencies Electricity, roads, garbage – general hhs Drainage, sewerage, water – slum Streamlining delivery and better monitoring
Monopolistic org, inadequate supervision, lack of proper mgmt systems, information blocks
People spend lot of time and effort to resolve problems Simplification of procedures Single window
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Conclusions and Recommendations II
Speed money Transparency, simplification of
procedures Incentive structure
Need for improved staff behaviour Training
People are paying more and willing to pay more for improved service Willingness to charge is missing
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Conclusions and Recommendations III
Improved dissemination of programs and benefits for urban poor Interagency coordination Convergence
CHANGE IN THE MIND SET Platform for civil society to voice their
concerns and demand better service NGOs role to be strengthened Continious feedback loop Media to take a proactive role
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Conclusions and Recommendations
Report card is not an academic exercise
Aid to improve service delivery and accountability
The big question is
What next ?
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City Level Consultation Sent to service providing agencies Key agencies, primary and secondary
stakeholders invited CBOs, NGOs, Private Sector
Participation Extensive debate The big question is
What next ?
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What Happened Next ?
Disbelief and Indifference – by the agencies
Questioning the methodology Voice to the civil society and
political parties Referred in Assembly High visibility in media Some agencies were willing to listen
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What Happened Next ? - Continued
ASCI and Times of India ran a 40 day front page column on water and sanitation problems and identified possible solutions.
Few NGOs took up the concept and carried out citizen survey in selected wards.
HMWSSB requested ASCI to evaluate single window cell – ASCI ran a survey and provided consumer feedback – suggestions implemented
MCH prepared citizen charter and set up single window cell.
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What Happened Next ? - Continued
Extensive dialogue between MCH and Resident welfare associations
Most Important Initiative : Service providing agencies agreeing to work with slum communities for service improvement…a dialogue for development
Participatory Planning for Service Delivery for the Poor in Hyderabad
City Consultation11 Sep, 01
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Context
MCH and other agencies are implementing a number of programs
Living conditions yet to be improved
Issue of sustainability
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Problem diagnosis
Missing community participation
Lack of convergence of programs1. Over 24 programs in Hyderabad2. Vertical and compartmentalized
Lack of coordination at field level
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UCD
COMMUNITY
IPP VIII
Collectorate
ICDS
BalajyothiSC&ST/BC
MinorityCorporation
Others
HMWS&SB
CS
CS
CSCS
COMMUNITY
IPP VIII
Collectorate
ICDS
BalajyothiSC&ST/BC
MinorityCorporation
Others
UCD HMWS&SB
CS CS
CS
CS
CSCS
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Objectives of the programme
Slum level consultations for preparation of micro-action plans in 12 pilot slums - focus on community involvement and inter agency co-ordination.
Development of guidelines for community participation on a sustainable and institutionalized basis based on the consultations.
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What is micro planning ?
Process of planning with the active involvement of the community
Help in determine rehabilitation requirements
Additional infrastructure/service
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Who were involved in micro planning
Community groups especially women, youth and vulnerable groups
Supervisory level officers from different departments
NGOs Facilitated by an
independent agency like ASCI
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Steps in micro planning Preparation and orientation Identification of existing infrastructure Felt need assessment and
prioritization Technical assessment Draft slum plan - community feedback
and agreement Consultations with agencies and
agreement for implementation
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Program Process Program Process
Heads of the Agency Meeting 20th Feb, 2001
Inception Workshop 17th April
Orientation Training 18th & 19th April
Community Consultations April - July
Technical Assessment May - August
Community Feedback August 18
City Consultation 11th Sep, 2001
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Existing service levels and key problems areas Existing service are : limited to reasonably good People are paying (directly or indirectly for
services) However problem exist
Sewerage/Drainage (overflowing drains) Water (poor pressure, quality, demand for ind
connection) Electricity /street lights (not working, not available) Community halls (lack of community halls/repairs) Road (kutcha roads/damaged pucca roads) Self employment/vocational training (high un-
employment)
MP process – Mapping of Existing Infra
Group meetings, observation walks, FGD
Confirmation of dates – 3 days in advance..communicated
Reconnaissance visit to the slum 3days in advance .. Venue, map verification or draw a fresh map and inform the community.
Availability of reliable map was a challenge Recap of the process Group formation (4-5) and each one assigned to one
part of slum Group accompanied by officials/asci team member …
mapping of existing infrastructure and its status …observation walks
Reassembling and presentation by each group
MP process – Felt need assessment and prioritization
Reassembling and presentation by each group Felt needs in each pocket Extensive deliberations and problem ranking Short term vs long term issues Individual vs community issues Rehabilitation vs new works O & M issue and user charges Prioritization through consensus not voting Officials provided excellent technical support
during this process
Map consolidation : present, needs (rehabilitation and new works)
Group maps were consolidated into a base map depicting the present infrastructure, services needing rehabilitation and felt needs for new works
MAPS ARE DIGITIZED : FOR BETTER UNDERSTANDING OF DEPARTMENTS
GIS IS USED FOR ONE SLUM
Key observations Active stakeholder participation
especially officials Maps were dated..needed
considerable updating High commitment at MC, AMC, PC
etc…translated in good response Medical officers played an
important role Women participation is
overwhelming Existing community structure was
useful Learning by doing
MP in 12 piloted slums
STAKEHOLDER PARTICIPATIONSTAKEHOLDER PARTICIPATION
IPP-8UCD
HMWS&SB
Medical Officers
NGO RepresentativesCommunityWomenYouth groupsLocal leaders
Community consultation
Active participation of community, officials and NGOs
Community priorities Community priorities
Slum Priority
Veer Nagar Sewerage, Water, School, Roads, Streetlights
Old Feel Khana Sewerage, Water, Community Hall, Streetlights, Self- employment
Phool Bagh Water, School, Hospital/Self Employment, Sewerage, Roads
Swaraj Nagar Electricity, Sewerage, Water, Pattas, Streetlights
Muggu Gudiselu Water, Sewerage, Roads, Self -employment, Play ground
Devi Bagh Water, Sewerage, Roads, Community Hall, Library/Sewing Centre
Moosaram Bagh Sewerage, Water, Roads, Community Hall, Garbage bins
Sastri Nagar Community Hall, Sewerage, Roads, Water, Streetlights
Zeba Bagh Roads, Sewerage, Streetlights, Water, Community Hall
Bhagavanthapura Roads, Sewerage, Public Toilets, Water, Community Hall
Yusuf Bazar Housing, Sewerage, Self-employment, Vocational Trg, School
Bapu Nagar Sewerage, Water, Roads, Streetlights, Community Hall
Technical assessmentTechnical assessment
Community felt needs and priorities along with community prepared map was given to the concerned officials.
The official visits the site, verifies the existing status of infrastructure.
The official prepares the technical proposals taking into account the priorities of the community. The cost estimations are prepared based on the technical proposals.
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Community Feedback & Agreement Community Feedback & Agreement
Access services Take up responsibility for O&M with clear demarcation of what community should do and what the agency should do.
Pay for the service through user charges.
Take up implementation through community contracts
Ensure quality through monitoring
Community is willing to :
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Lessons and Issues
Report card is not a study …it is a process
Change in mindset
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“When the change outside is greater than change inside.. The end is in sight”
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Lessons and Issues Report card is not a study …it is a
process Change in mindset Role of media – a crucial ally Capacity building of agencies and civil
society Local champion for facilitation and
their acceptability
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Lessons and Issues Institutionalization of RC process Strong analytical foundation Funding to run RC, periodically Successful when agencies accept RC as
a feedback process rather than as a threat
Public outcry alone is not just sufficient – to overcome inertia
Information to action…
“If you do not measure results, you cannot tell success from failure….”