National Seminar on Public Participation in Planning New Delhi -23 January 2015 SLB CONNECT

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1 National Seminar on Public Participation in Planning New Delhi -23 January 2015 SLB CONNECT Using ICT s to track how citizens experience service delivery

2 Context Right to public services enactments - Timeframes stipulated for common public services, and penalties for deviations (e.g. birth/ marriage certificates, electricity/ water connections, ration card, copies of land records) National E-governance Plan IT infrastructure to allow citizens easier access to government services through Common Service Centers (incl. complaint monitoring systems). Move towards mobile-governance. Public Disclosure Law Municipalities required to disclose organisational, financial and operational information, in public domain. Increasing emphasis in emerging programs on Service outcomes and Citizen centric service delivery (transparency, citizen engagement)

3 Service Level Benchmarks (SLBs) Initiative of the Ministry of Urban Development (Govt of India) Monitoring performance to strengthen focus on service delivery Included in 13 th Finance Commission as performance grant condition Over 1400 municipalities reported performance on SLB indicators 13 th Finance Commission: $2 bln perf. grants National Scale up 1440 ULBs covered SLB Handbook Pilot Initiative: 28

4 SLB-CONNECT Using ICTs to track service delivery from the citizen's perspective "service experience" SLB Connect Perf grants National/ State/ Local Govts SLB data Services Water dept/ utility OBJECTIVES - Better tracking of service outcomes - Reality check for reported SLB data - Granular (intra-city) information - Inputs for planning Basis for Citizen Engagement

5 Why ICTs? Streamlining Citizen feedback! Current process SLB Connect Survey design Survey design Household survey Data collation Data review Household survey + Online data review. Stringent quality control Replicable Data analysis Report preparation Dissemination workshop(s) 7-10 months Dissemination (i) publicly accessible Dashboard (ii) Workshops months Leverage reach of mobiles to widen citizen engagement (870 million subscribers)

6 Performance areas WATER SUPPLY Access to water Continuity Adequacy Water quality Complaint redressal Ease of bill payment SANITATION Access to Toilets - Type; Quality of access; Expenditure Toilet usage - Usage patterns by HHs with toilet access Access to sewerage network - Whether or not connected; Reasons for not connecting [Alternate Disposal systems] Satisfaction levels Willingness to provide feedback Mobile number

7 1) Mobile Application for Survey Solution Architecture 2) Survey Management Module 3) Dashboard for Results Analysis

8 1) Mobile App for Survey Data submitted on real-time basis Greater accuracy through geo tagging and time stamping Open source platform (Android) Multi-lingual interface (e.g. Marathi) Built-in consistency checks Data capture capabilities in text, images, video SURVEY MANAGEMENT MODULE DASHBOARD FOR RESULTS ANALYSIS

9 2) Survey Management Module Features Map of Households Surveyed Remote monitoring of survey Quality assurance through exceptions flagging, verification features Two way interaction for administrators & field staff Monitoring enumerator performance

10 3) Dashboard Snapshot

11 3) Dashboard Detailed analytics Objective & subjective assessments Comparison across user categories & spatial zones Scoring system - service gaps (actual vs norms) Colour codes for ease of use and prioritsation Maximum detail in two clicks

12 3) Dashboard Zonal/ Ward level scorecard

13 SLB CONNECT till now. COMPLETED PCMC Repeat exercise- Telephone survey (underway) ~ 2000 HHs + SMS Pulse surveys UNDERWAY PROPOSED State Cities Population Maharashtra Pimpri-Chinchwad 1,729,359 Gujarat Mehsana 184,133 Delhi New Delhi - (2 slum clusters) (1200 HHs) Rajasthan Ajmer 542,580 Jhunjhunu 210,000 Uttar Pradesh Rae Bareli 191,625 Varanasi 1,201,815 Madhya Pradesh Bhopal 1,795,648 Jabalpur 1,267,564 Chhattisgarh Raipur 1,122,555 Bilaspur 425,821 Meghalaya Shillong 143,007 Mizoram Aizawl 291,822 Bihar Patna 1,683,200 Karnataka 24/7 Project in 3 cities

14 Field visit before commencing the project Understanding Water Zones in PCMC Enumerator Training Solution Scoping Discussion with water department in PCMC

15 Indicators for tracking performance - PIMPRI CHINCHWAD Access % HHs with individual/ shared connections [SLB: - do - ] SLB Connect 83% (77%) SLB 78% Continuity Duration of supply [SLB: - do - ] 3 hrs/ 7 days 6 hrs/ 7 days Adequacy % of HHs reporting adequate supply [SLB: Quantity of water supplied per capita] 84% 170 lpcd Quality % of HHs reporting no incidence of dirty water supply in last 3 months [SLB: % of water samples meeting standards] 52% 99% Complaints % of HHs lodging complaints, reporting resolution in 1 day [SLB: % of complaints resolved in 1 day] Bill payments % of HHs reporting regular receipt of bills, and finding location, timing of bill payment to be convenient [SLB: Revenues collected as a % of revenues billed] 19% 53% 60% 42% Metering % of HHs reporting functional meters [SLB: - do - ] 78% 73%

16 City level Stakeholders Workshop (March 13)

17 PCMC - Taking SLB Connect forward TRANSPARENCY Shared and discussed findings with citizens at local level Repeat survey (CATI) underway RESPONSIVENESS & DEMAND BASED PLANNING Integration into SCADA & operations Project planning for 24/7 SERVICE ORIENTATION Introduced customer helpline Sarathi Incorporate in department reviews and discussions

18 Indicators for tracking performance - MEHSANA (141,000 population) Sanitation Toilet Access % HHs reporting access to toilets [SLB: - do - ] Toilet Usage % HHs with toilet access that report use of toilet by all family members [SLB: N.A. ] Access to % HHs reporting connection to sewer network Sewerage [SLB: - do - ] SLB Connect 90% 100% 48% SLB 80% 70% Alternate Disposal % of HHs reporting disposal of wastewater to onsite facility [SLB: N.A.] 50%

19 Mehsana Toilet access

20 How can SLB Connect be used? TRACK SERVICE OUTCOMES Surveys pre- and post- intervention (e.g. Projects, PPPs, Govt programs) to assess service impact; also to augment baseline information STRENGTHEN CUSTOMER ORIENTATION IN PROVIDERS Use feedback data for performance reviews, prioritizing investments Use citizen feedback metrics to benchmark performance Highlight service gaps in vulnerable/ low income areas FACILITATE CITIZEN ENGAGEMENT Strengthen citizen awareness on survey findings Increase G-to-C communication using mobile numbers database Add modules for - (i) Crowd sourced feedback through online/ mobile platforms, (ii) Locality or community level tracking of services

21 How can SLB Connect be mainstreamed? EARLY STEPS Demonstrate SLB-C in diverse settings (replication initiated) Capacitate stakeholders /partners to use SLB-C system Advocate use of SLB-C by ULBs/ state departments CHALLENGES AHEAD Integration with emerging funding programs and projects Generate consensus on standardised consumer feedback metrics Institutional models for supporting citizen engagement processes

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