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

ASCI

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

ASCI

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

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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

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• 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

ASCI

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….”