Mainstreaming Citizen Feedback on Service Delivery using ICTs : Findings and Lessons from ICT-based Feedback Surveys on Water Supply and Sanitation Services in Indian Cities
The water and sanitation sector in Indian cities is characterized by weak accountability processes and lack of customer orientation. The institutional focus of service providers tends to be on creating new assets, rather than delivery of services a...
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| Format: | Working Paper |
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World Bank, New Delhi
2017
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| Online Access: | http://documents.worldbank.org/curated/en/332611488814291748/Mainstreaming-citizen-feedback-on-service-delivery-using-ICTs-findings-and-lessons-from-ICT-based-feedback-surveys-on-water-supply-and-sanitation-services-in-Indian-cities http://hdl.handle.net/10986/26270 |
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okr-10986-262702021-05-25T08:58:29Z Mainstreaming Citizen Feedback on Service Delivery using ICTs : Findings and Lessons from ICT-based Feedback Surveys on Water Supply and Sanitation Services in Indian Cities Bhatnagar, Vandana Batra, Nidhi Tiwari, Kanak service delivery citizen satisfaction water supply water and sanitation feedback ICT The water and sanitation sector in Indian cities is characterized by weak accountability processes and lack of customer orientation. The institutional focus of service providers tends to be on creating new assets, rather than delivery of services and performance efficiency. Moreover, in the absence of reliable service data, the planning processes that inform the creation of new assets are often not aligned with the needs and priorities of citizens. In 2009, the Service Level Benchmarks (SLB) program was introduced by the Government of India’s Ministry of Urban Development (MoUD) to strengthen the focus on service delivery. Under this program, service providers reportperformance on a standardized set of indicators for delivery of water supply, wastewater, solid waste management and storm-water drainage services. While the SLB data have gradually become an integral component of India’s urban reform formulations, the availability and quality of this data have tended to remain poor. It is also seen to reflect only the service providers’ point of view, not the citizens’ perspective on service delivery. In recent years, various social accountability tools and participation processes have also been introduced in India to strengthen pressures for improved public services and foster citizens’ involvement in planning processes. While these initiatives have helped strengthen the overall focus on service delivery, basic services such as water and sanitation have largely remained outside their purview. This report presents the findings, achievements and lessons that emerged from implementing the SLB-C initiative in Indian cities with varied contexts, and its subsequent use under a national urban program. It provides recommendations for future similar initiatives. 2017-03-15T18:05:00Z 2017-03-15T18:05:00Z 2017-02-22 Working Paper http://documents.worldbank.org/curated/en/332611488814291748/Mainstreaming-citizen-feedback-on-service-delivery-using-ICTs-findings-and-lessons-from-ICT-based-feedback-surveys-on-water-supply-and-sanitation-services-in-Indian-cities http://hdl.handle.net/10986/26270 English en_US CC BY 3.0 IGO http://creativecommons.org/licenses/by/3.0/igo World Bank World Bank, New Delhi Publications & Research Publications & Research :: Working Paper South Asia India |
| repository_type |
Digital Repository |
| institution_category |
Foreign Institution |
| institution |
Digital Repositories |
| building |
World Bank Open Knowledge Repository |
| collection |
World Bank |
| language |
English en_US |
| topic |
service delivery citizen satisfaction water supply water and sanitation feedback ICT |
| spellingShingle |
service delivery citizen satisfaction water supply water and sanitation feedback ICT Bhatnagar, Vandana Batra, Nidhi Tiwari, Kanak Mainstreaming Citizen Feedback on Service Delivery using ICTs : Findings and Lessons from ICT-based Feedback Surveys on Water Supply and Sanitation Services in Indian Cities |
| geographic_facet |
South Asia India |
| description |
The water and sanitation sector in
Indian cities is characterized by weak accountability
processes and lack of customer orientation. The
institutional focus of service providers tends to be on
creating new assets, rather than delivery of services and
performance efficiency. Moreover, in the absence of reliable
service data, the planning processes that inform the
creation of new assets are often not aligned with the needs
and priorities of citizens. In 2009, the Service Level
Benchmarks (SLB) program was introduced by the Government of
India’s Ministry of Urban Development (MoUD) to strengthen
the focus on service delivery. Under this program, service
providers reportperformance on a standardized set of
indicators for delivery of water supply, wastewater, solid
waste management and storm-water drainage services. While
the SLB data have gradually become an integral component of
India’s urban reform formulations, the availability and
quality of this data have tended to remain poor. It is also
seen to reflect only the service providers’ point of view,
not the citizens’ perspective on service delivery. In recent
years, various social accountability tools and participation
processes have also been introduced in India to strengthen
pressures for improved public services and foster citizens’
involvement in planning processes. While these initiatives
have helped strengthen the overall focus on service
delivery, basic services such as water and sanitation have
largely remained outside their purview. This report presents
the findings, achievements and lessons that emerged from
implementing the SLB-C initiative in Indian cities with
varied contexts, and its subsequent use under a national
urban program. It provides recommendations for future
similar initiatives. |
| format |
Working Paper |
| author |
Bhatnagar, Vandana Batra, Nidhi Tiwari, Kanak |
| author_facet |
Bhatnagar, Vandana Batra, Nidhi Tiwari, Kanak |
| author_sort |
Bhatnagar, Vandana |
| title |
Mainstreaming Citizen Feedback on Service Delivery using ICTs : Findings and Lessons from ICT-based Feedback Surveys on Water Supply and Sanitation Services in Indian Cities |
| title_short |
Mainstreaming Citizen Feedback on Service Delivery using ICTs : Findings and Lessons from ICT-based Feedback Surveys on Water Supply and Sanitation Services in Indian Cities |
| title_full |
Mainstreaming Citizen Feedback on Service Delivery using ICTs : Findings and Lessons from ICT-based Feedback Surveys on Water Supply and Sanitation Services in Indian Cities |
| title_fullStr |
Mainstreaming Citizen Feedback on Service Delivery using ICTs : Findings and Lessons from ICT-based Feedback Surveys on Water Supply and Sanitation Services in Indian Cities |
| title_full_unstemmed |
Mainstreaming Citizen Feedback on Service Delivery using ICTs : Findings and Lessons from ICT-based Feedback Surveys on Water Supply and Sanitation Services in Indian Cities |
| title_sort |
mainstreaming citizen feedback on service delivery using icts : findings and lessons from ict-based feedback surveys on water supply and sanitation services in indian cities |
| publisher |
World Bank, New Delhi |
| publishDate |
2017 |
| url |
http://documents.worldbank.org/curated/en/332611488814291748/Mainstreaming-citizen-feedback-on-service-delivery-using-ICTs-findings-and-lessons-from-ICT-based-feedback-surveys-on-water-supply-and-sanitation-services-in-Indian-cities http://hdl.handle.net/10986/26270 |
| _version_ |
1764461556792295424 |