SLB Connect for Urban Water Supply and Sanitation : Using ICTs for Citizen Feedback Surveys to Mainstream Demand-side Monitoring

SLB Connect for Urban Water Supply and Sanitation : Using ICTs for Citizen Feedback Surveys to Mainstream Demand-side Monitoring

SLB Connect is an initiative of the World Bank’s Water and Sanitation Program, developed inpartnership with India’s Ministry of Urban Development (MoUD), to complement the Ministry’s ServiceLevel Benchmarks (SLB) program. Under the SLB program, pro...

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Bibliographic Details
Main Authors: Bhatnagar, Vandana, Wright, Andrew
Format: Brief
Language:English
en_US
Published: World Bank, Washington, DC 2017
Subjects:
water and sanitation
urban water
wastewater treatment
solid waste
drainage
citizen engagement
Online Access:http://documents.worldbank.org/curated/en/559741488813764280/SLB-connect-for-urban-water-supply-and-sanitation-Using-ICTs-for-citizen-feedback-surveys-to-mainstream-demand-side-monitoring
http://hdl.handle.net/10986/26297
id okr-10986-26297
recordtype oai_dc
spelling okr-10986-262972021-05-25T10:54:44Z SLB Connect for Urban Water Supply and Sanitation : Using ICTs for Citizen Feedback Surveys to Mainstream Demand-side Monitoring Bhatnagar, Vandana Wright, Andrew water and sanitation urban water wastewater treatment solid waste drainage citizen engagement SLB Connect is an initiative of the World Bank’s Water and Sanitation Program, developed inpartnership with India’s Ministry of Urban Development (MoUD), to complement the Ministry’s ServiceLevel Benchmarks (SLB) program. Under the SLB program, providers of water supply, wastewater, solidwaste management and storm-water drainage services report data on a standardized set of 28 performance indicators. Grants to municipalities have been linked to reporting on these indicators, and, over time, SLB data have become an integral component of India’s urban programformulations. SLB Connect complements SLB data by gathering feedback from the citizens who use those services. The demand-side data are intended to improve tracking of service outcomes,provide a reality check for supply-side data reported by providers, identify problems with serviceoutcomes at local (ward/zone) level, identify inequities by user groups (for example, households in slum settlements), and ultimately improve service providers’ accountability to citizens. The SLB Connect program leverages the use of Information and Communication Technologies (ICTs) for collecting feedback, which fits with the Government of India’s broader interest in using ICTs to strengthen citizen engagement for improving service delivery, including through the development of the National e-Governance Plan. As ICTs continue to develop, there will be increasing opportunities to make processes for gathering citizen feedback more intelligent, inclusive and efficient – and thereby leverage its use in decision making for improving service outcomes. 2017-03-16T20:48:30Z 2017-03-16T20:48:30Z 2016-12 Brief http://documents.worldbank.org/curated/en/559741488813764280/SLB-connect-for-urban-water-supply-and-sanitation-Using-ICTs-for-citizen-feedback-surveys-to-mainstream-demand-side-monitoring http://hdl.handle.net/10986/26297 English en_US Water and Sanitation Program Learning Note; CC BY 3.0 IGO http://creativecommons.org/licenses/by/3.0/igo World Bank World Bank, Washington, DC Publications & Research Publications & Research :: Brief 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 water and sanitation
urban water
wastewater treatment
solid waste
drainage
citizen engagement
spellingShingle water and sanitation
urban water
wastewater treatment
solid waste
drainage
citizen engagement
Bhatnagar, Vandana
Wright, Andrew
SLB Connect for Urban Water Supply and Sanitation : Using ICTs for Citizen Feedback Surveys to Mainstream Demand-side Monitoring
geographic_facet South Asia
India
relation Water and Sanitation Program Learning Note;
description SLB Connect is an initiative of the World Bank’s Water and Sanitation Program, developed inpartnership with India’s Ministry of Urban Development (MoUD), to complement the Ministry’s ServiceLevel Benchmarks (SLB) program. Under the SLB program, providers of water supply, wastewater, solidwaste management and storm-water drainage services report data on a standardized set of 28 performance indicators. Grants to municipalities have been linked to reporting on these indicators, and, over time, SLB data have become an integral component of India’s urban programformulations. SLB Connect complements SLB data by gathering feedback from the citizens who use those services. The demand-side data are intended to improve tracking of service outcomes,provide a reality check for supply-side data reported by providers, identify problems with serviceoutcomes at local (ward/zone) level, identify inequities by user groups (for example, households in slum settlements), and ultimately improve service providers’ accountability to citizens. The SLB Connect program leverages the use of Information and Communication Technologies (ICTs) for collecting feedback, which fits with the Government of India’s broader interest in using ICTs to strengthen citizen engagement for improving service delivery, including through the development of the National e-Governance Plan. As ICTs continue to develop, there will be increasing opportunities to make processes for gathering citizen feedback more intelligent, inclusive and efficient – and thereby leverage its use in decision making for improving service outcomes.
format Brief
author Bhatnagar, Vandana
Wright, Andrew
author_facet Bhatnagar, Vandana
Wright, Andrew
author_sort Bhatnagar, Vandana
title SLB Connect for Urban Water Supply and Sanitation : Using ICTs for Citizen Feedback Surveys to Mainstream Demand-side Monitoring
title_short SLB Connect for Urban Water Supply and Sanitation : Using ICTs for Citizen Feedback Surveys to Mainstream Demand-side Monitoring
title_full SLB Connect for Urban Water Supply and Sanitation : Using ICTs for Citizen Feedback Surveys to Mainstream Demand-side Monitoring
title_fullStr SLB Connect for Urban Water Supply and Sanitation : Using ICTs for Citizen Feedback Surveys to Mainstream Demand-side Monitoring
title_full_unstemmed SLB Connect for Urban Water Supply and Sanitation : Using ICTs for Citizen Feedback Surveys to Mainstream Demand-side Monitoring
title_sort slb connect for urban water supply and sanitation : using icts for citizen feedback surveys to mainstream demand-side monitoring
publisher World Bank, Washington, DC
publishDate 2017
url http://documents.worldbank.org/curated/en/559741488813764280/SLB-connect-for-urban-water-supply-and-sanitation-Using-ICTs-for-citizen-feedback-surveys-to-mainstream-demand-side-monitoring
http://hdl.handle.net/10986/26297
_version_ 1764461628918595584

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