Republic of India : Service Level Benchmarking, Citizen Voice and Performance Improvement Strategies in Urban Water Supply and Sanitation
This synthesis report details the process, outputs and intermediate outcomes of the Water and Sanitation Program - World Bank (WSP) Technical Assistance (TA) to Service Level Benchmarking, Citizen Voice and Performance Improvement Strategies in Urb...
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| Format: | Report |
| Language: | English en_US |
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World Bank, Washington, DC
2016
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| Online Access: | http://documents.worldbank.org/curated/en/2016/05/26412724/india-service-level-benchmarking-citizen-voice-performance-improvement-strategies-urban-water-supply-sanitation-project-synthesis-report http://hdl.handle.net/10986/24729 |
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okr-10986-24729 |
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oai_dc |
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Digital Repository |
| institution_category |
Foreign Institution |
| institution |
Digital Repositories |
| building |
World Bank Open Knowledge Repository |
| collection |
World Bank |
| language |
English en_US |
| topic |
WATER QUALITY WATER SERVICES QUALITY OF SERVICES CUSTOMER LOCAL CAPACITY INSTALLATION WASTE MANAGEMENT KNOWLEDGE SHARING SERVICE IMPROVEMENT MATERIALS GLOBAL KNOWLEDGE POLICY FRAMEWORK WATER SECTOR MUNICIPAL RESPONSIBILITY FINANCIAL RESOURCES POOR WATER QUALITY WATER LAW WASTEWATER MANAGEMENT INFORMATION WATER SUPPLY APPROVAL SYSTEM MONITORING INFRASTRUCTURE DEVELOPMENT INVESTMENT PLANNING REGULATORY AGENCY URBAN WATER MENU SOFTWARE SOLUTIONS COPYRIGHT CAPACITY BUILDING ADEQUATE WATER WATER SUPPLY SERVICES UTILITY MANAGERS ADEQUATE WATER SUPPLY RURAL WATER MUNICIPALITIES ENABLING ENVIRONMENT COMPUTER DIGITAL ACCESS INSTITUTIONS SEWERAGE CORPORATION TECHNICAL ASSISTANCE ENTRY POINTS PERFORMANCE INDICATORS G-TO-C RURAL WATER SUPPLY FUNCTIONALITIES DOMAIN CUSTOMIZATION TARGETS WATER TECHNICAL EXPERTS MISSING ELEMENTS SERVICE PROVIDER DELIVERY OF WATER SUPPLY ACTION PLAN DELIVERY OF WATER SUPPLY SERVICES MATERIAL SERVICE DELIVERY URBAN DWELLERS TELEPHONE DIGITAL DIVIDE TECHNICAL RESOURCES GOVERNMENT SERVICES ACCESS TO INFORMATION TECHNOLOGY IMPLEMENTATION PROCESSES KNOWLEDGE MANAGEMENT MONITORING MECHANISMS RELIABILITY TOILET FACILITIES ONLINE FACILITIES SOFTWARE RESULTS SERVICE IMPROVEMENTS UTILITIES INTEGRITY OF DATA PERFORMANCE DATA SOLID WASTE WATER POLICY SYSTEMS NETWORKS OPEN SOURCE SOFTWARE UNIVERSAL ACCESS TECHNICAL EXPERTISE URBAN AREAS DIRTY WATER DECISION MAKING PROCESSES SANITATION SECTOR SOLID WASTE MANAGEMENT INSTITUTIONAL CAPACITY DATA INTEGRITY LOCAL ACCOUNTABILITY HOUSEHOLD CONNECTIONS SERVICE QUALITY IMAGES INVESTMENT PROPOSALS QUERIES UTILITY SERVICES TOWN WELLS LOCAL COMMUNITY ICT MANAGEMENT SERVICES LICENSES SANITATION SERVICES DRINKING WATER HOUSEHOLDS URBAN WATER SUPPLY PERFORMANCE E-GOVERNANCE ADMINISTRATIVE PROCESSES IMPLEMENTATION PROCESS PERFORMANCE INDICATOR CERTIFICATES TECHNICAL SUPPORT COMMUNICATION CUSTOMERS INTERFACE PHOTO WEB LINKS DATABASE IMPLEMENTING AGENCIES COMMUNICATION TECHNOLOGY CUSTOMER SERVICES WATER DEPARTMENT INNOVATIONS IT INFRASTRUCTURE SERVICE PROVIDERS |
| spellingShingle |
WATER QUALITY WATER SERVICES QUALITY OF SERVICES CUSTOMER LOCAL CAPACITY INSTALLATION WASTE MANAGEMENT KNOWLEDGE SHARING SERVICE IMPROVEMENT MATERIALS GLOBAL KNOWLEDGE POLICY FRAMEWORK WATER SECTOR MUNICIPAL RESPONSIBILITY FINANCIAL RESOURCES POOR WATER QUALITY WATER LAW WASTEWATER MANAGEMENT INFORMATION WATER SUPPLY APPROVAL SYSTEM MONITORING INFRASTRUCTURE DEVELOPMENT INVESTMENT PLANNING REGULATORY AGENCY URBAN WATER MENU SOFTWARE SOLUTIONS COPYRIGHT CAPACITY BUILDING ADEQUATE WATER WATER SUPPLY SERVICES UTILITY MANAGERS ADEQUATE WATER SUPPLY RURAL WATER MUNICIPALITIES ENABLING ENVIRONMENT COMPUTER DIGITAL ACCESS INSTITUTIONS SEWERAGE CORPORATION TECHNICAL ASSISTANCE ENTRY POINTS PERFORMANCE INDICATORS G-TO-C RURAL WATER SUPPLY FUNCTIONALITIES DOMAIN CUSTOMIZATION TARGETS WATER TECHNICAL EXPERTS MISSING ELEMENTS SERVICE PROVIDER DELIVERY OF WATER SUPPLY ACTION PLAN DELIVERY OF WATER SUPPLY SERVICES MATERIAL SERVICE DELIVERY URBAN DWELLERS TELEPHONE DIGITAL DIVIDE TECHNICAL RESOURCES GOVERNMENT SERVICES ACCESS TO INFORMATION TECHNOLOGY IMPLEMENTATION PROCESSES KNOWLEDGE MANAGEMENT MONITORING MECHANISMS RELIABILITY TOILET FACILITIES ONLINE FACILITIES SOFTWARE RESULTS SERVICE IMPROVEMENTS UTILITIES INTEGRITY OF DATA PERFORMANCE DATA SOLID WASTE WATER POLICY SYSTEMS NETWORKS OPEN SOURCE SOFTWARE UNIVERSAL ACCESS TECHNICAL EXPERTISE URBAN AREAS DIRTY WATER DECISION MAKING PROCESSES SANITATION SECTOR SOLID WASTE MANAGEMENT INSTITUTIONAL CAPACITY DATA INTEGRITY LOCAL ACCOUNTABILITY HOUSEHOLD CONNECTIONS SERVICE QUALITY IMAGES INVESTMENT PROPOSALS QUERIES UTILITY SERVICES TOWN WELLS LOCAL COMMUNITY ICT MANAGEMENT SERVICES LICENSES SANITATION SERVICES DRINKING WATER HOUSEHOLDS URBAN WATER SUPPLY PERFORMANCE E-GOVERNANCE ADMINISTRATIVE PROCESSES IMPLEMENTATION PROCESS PERFORMANCE INDICATOR CERTIFICATES TECHNICAL SUPPORT COMMUNICATION CUSTOMERS INTERFACE PHOTO WEB LINKS DATABASE IMPLEMENTING AGENCIES COMMUNICATION TECHNOLOGY CUSTOMER SERVICES WATER DEPARTMENT INNOVATIONS IT INFRASTRUCTURE SERVICE PROVIDERS World Bank Group Republic of India : Service Level Benchmarking, Citizen Voice and Performance Improvement Strategies in Urban Water Supply and Sanitation |
| geographic_facet |
South Asia India |
| description |
This synthesis report details the
process, outputs and intermediate outcomes of the Water and
Sanitation Program - World Bank (WSP) Technical Assistance
(TA) to Service Level Benchmarking, Citizen Voice and
Performance Improvement Strategies in Urban Water Supply and
Sanitation (UWSS) in India. This technical assistance (TA)
sought to strengthen accountability for service outcomes in
urban water and sanitation, by providing support for
strengthening (i) supply and demand side monitoring
processes under national programs, and (ii) integrating use
of performance data into decision making by public providers
in select states, with specific focus on services to the
poor. This TA was a continuation of WSP’s past technical
assistance to the Ministry of Urban Development (MoUD) on
adoption of benchmarking and accountability processes for
the urban water supply and sanitation sector. During the
period 2008-12, WSP had extended support to MoUD for
development of the Handbook on Service Level Benchmarks
(SLB), implementation of a national pilot followed by its
rollout across the country. This TA was designed to provide
follow up support for deepening of these performance
monitoring and reporting processes, and activate demand side
monitoring mechanisms to strengthen accountability. This TA
has contributed to the following outcomes: (a) Demonstrated
an innovative approach for ICT-based citizen feedback
processes (“SLB Connect”) which has been leveraged for
conduct of city level ratings under a national urban
program, informed preparation of city level service
improvement plans, and been integrated in the design of a
Bank funded project. (b) Strengthened use of performance
data for planning and investment processes in one state
including development of a prioritization framework to guide
allocations. (c) Supported analytical work and advocacy for
strengthening of performance monitoring processes at the
national and state levels. Going forward, in the Indian
context, it would be important to operationalize the
National Performance Monitoring Cell (NPMC) at the earliest,
so that it can further strengthen performance monitoring
processes in the sector. |
| format |
Report |
| author |
World Bank Group |
| author_facet |
World Bank Group |
| author_sort |
World Bank Group |
| title |
Republic of India : Service Level Benchmarking, Citizen Voice and Performance Improvement Strategies in Urban Water Supply and Sanitation |
| title_short |
Republic of India : Service Level Benchmarking, Citizen Voice and Performance Improvement Strategies in Urban Water Supply and Sanitation |
| title_full |
Republic of India : Service Level Benchmarking, Citizen Voice and Performance Improvement Strategies in Urban Water Supply and Sanitation |
| title_fullStr |
Republic of India : Service Level Benchmarking, Citizen Voice and Performance Improvement Strategies in Urban Water Supply and Sanitation |
| title_full_unstemmed |
Republic of India : Service Level Benchmarking, Citizen Voice and Performance Improvement Strategies in Urban Water Supply and Sanitation |
| title_sort |
republic of india : service level benchmarking, citizen voice and performance improvement strategies in urban water supply and sanitation |
| publisher |
World Bank, Washington, DC |
| publishDate |
2016 |
| url |
http://documents.worldbank.org/curated/en/2016/05/26412724/india-service-level-benchmarking-citizen-voice-performance-improvement-strategies-urban-water-supply-sanitation-project-synthesis-report http://hdl.handle.net/10986/24729 |
| _version_ |
1764457416134492160 |
| spelling |
okr-10986-247292021-05-25T08:49:27Z Republic of India : Service Level Benchmarking, Citizen Voice and Performance Improvement Strategies in Urban Water Supply and Sanitation World Bank Group WATER QUALITY WATER SERVICES QUALITY OF SERVICES CUSTOMER LOCAL CAPACITY INSTALLATION WASTE MANAGEMENT KNOWLEDGE SHARING SERVICE IMPROVEMENT MATERIALS GLOBAL KNOWLEDGE POLICY FRAMEWORK WATER SECTOR MUNICIPAL RESPONSIBILITY FINANCIAL RESOURCES POOR WATER QUALITY WATER LAW WASTEWATER MANAGEMENT INFORMATION WATER SUPPLY APPROVAL SYSTEM MONITORING INFRASTRUCTURE DEVELOPMENT INVESTMENT PLANNING REGULATORY AGENCY URBAN WATER MENU SOFTWARE SOLUTIONS COPYRIGHT CAPACITY BUILDING ADEQUATE WATER WATER SUPPLY SERVICES UTILITY MANAGERS ADEQUATE WATER SUPPLY RURAL WATER MUNICIPALITIES ENABLING ENVIRONMENT COMPUTER DIGITAL ACCESS INSTITUTIONS SEWERAGE CORPORATION TECHNICAL ASSISTANCE ENTRY POINTS PERFORMANCE INDICATORS G-TO-C RURAL WATER SUPPLY FUNCTIONALITIES DOMAIN CUSTOMIZATION TARGETS WATER TECHNICAL EXPERTS MISSING ELEMENTS SERVICE PROVIDER DELIVERY OF WATER SUPPLY ACTION PLAN DELIVERY OF WATER SUPPLY SERVICES MATERIAL SERVICE DELIVERY URBAN DWELLERS TELEPHONE DIGITAL DIVIDE TECHNICAL RESOURCES GOVERNMENT SERVICES ACCESS TO INFORMATION TECHNOLOGY IMPLEMENTATION PROCESSES KNOWLEDGE MANAGEMENT MONITORING MECHANISMS RELIABILITY TOILET FACILITIES ONLINE FACILITIES SOFTWARE RESULTS SERVICE IMPROVEMENTS UTILITIES INTEGRITY OF DATA PERFORMANCE DATA SOLID WASTE WATER POLICY SYSTEMS NETWORKS OPEN SOURCE SOFTWARE UNIVERSAL ACCESS TECHNICAL EXPERTISE URBAN AREAS DIRTY WATER DECISION MAKING PROCESSES SANITATION SECTOR SOLID WASTE MANAGEMENT INSTITUTIONAL CAPACITY DATA INTEGRITY LOCAL ACCOUNTABILITY HOUSEHOLD CONNECTIONS SERVICE QUALITY IMAGES INVESTMENT PROPOSALS QUERIES UTILITY SERVICES TOWN WELLS LOCAL COMMUNITY ICT MANAGEMENT SERVICES LICENSES SANITATION SERVICES DRINKING WATER HOUSEHOLDS URBAN WATER SUPPLY PERFORMANCE E-GOVERNANCE ADMINISTRATIVE PROCESSES IMPLEMENTATION PROCESS PERFORMANCE INDICATOR CERTIFICATES TECHNICAL SUPPORT COMMUNICATION CUSTOMERS INTERFACE PHOTO WEB LINKS DATABASE IMPLEMENTING AGENCIES COMMUNICATION TECHNOLOGY CUSTOMER SERVICES WATER DEPARTMENT INNOVATIONS IT INFRASTRUCTURE SERVICE PROVIDERS This synthesis report details the process, outputs and intermediate outcomes of the Water and Sanitation Program - World Bank (WSP) Technical Assistance (TA) to Service Level Benchmarking, Citizen Voice and Performance Improvement Strategies in Urban Water Supply and Sanitation (UWSS) in India. This technical assistance (TA) sought to strengthen accountability for service outcomes in urban water and sanitation, by providing support for strengthening (i) supply and demand side monitoring processes under national programs, and (ii) integrating use of performance data into decision making by public providers in select states, with specific focus on services to the poor. This TA was a continuation of WSP’s past technical assistance to the Ministry of Urban Development (MoUD) on adoption of benchmarking and accountability processes for the urban water supply and sanitation sector. During the period 2008-12, WSP had extended support to MoUD for development of the Handbook on Service Level Benchmarks (SLB), implementation of a national pilot followed by its rollout across the country. This TA was designed to provide follow up support for deepening of these performance monitoring and reporting processes, and activate demand side monitoring mechanisms to strengthen accountability. This TA has contributed to the following outcomes: (a) Demonstrated an innovative approach for ICT-based citizen feedback processes (“SLB Connect”) which has been leveraged for conduct of city level ratings under a national urban program, informed preparation of city level service improvement plans, and been integrated in the design of a Bank funded project. (b) Strengthened use of performance data for planning and investment processes in one state including development of a prioritization framework to guide allocations. (c) Supported analytical work and advocacy for strengthening of performance monitoring processes at the national and state levels. Going forward, in the Indian context, it would be important to operationalize the National Performance Monitoring Cell (NPMC) at the earliest, so that it can further strengthen performance monitoring processes in the sector. 2016-07-20T20:24:01Z 2016-07-20T20:24:01Z 2016-05 Report http://documents.worldbank.org/curated/en/2016/05/26412724/india-service-level-benchmarking-citizen-voice-performance-improvement-strategies-urban-water-supply-sanitation-project-synthesis-report http://hdl.handle.net/10986/24729 English en_US CC BY 3.0 IGO http://creativecommons.org/licenses/by/3.0/igo/ World Bank World Bank, Washington, DC Economic & Sector Work :: Other Urban Study Economic & Sector Work South Asia India |