Republic of India : Service Level Benchmarking, Citizen Voice and Performance Improvement Strategies in Urban Water Supply and Sanitation

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作者：

World Bank Group

来源地址：

http://hdl.handle.net/10986/24729

关键词：

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;  Report; 

年份：

2016

出版地：

Washington,USA

语种：

English

摘要：

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.