Hearty Welcome to the Hon. Chairman and Senior Officials of BWSSB Bengaluru

Transcription

1 Hearty Welcome to the Hon. Chairman and Senior Officials of BWSSB Bengaluru

2 Feedback from Consumers and Service providers A Study by Public Affairs Centre (PAC) In association with The Office of the Executive Engineer (New Initiatives and Public Outreach) BWSSB

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4 A not-for-profit non-partisan think tank established in 1994 and located in Bangalore Our Vision Work towards improving governance in India Our Mission make citizens and civil society organisations play an active role in improving governance through evidence-based advocacy to influence policy Scope of work - undertake and support research, publish its findings, facilitate collective citizen action through awarenessraising and capacity-building activities, create forums for citizen-provider interactions

5 A survey-based user feedback accountability tool for service delivery improvement - to be used by civil society to demand better services, and the service provider to diagnose gaps and initiate or strengthen reform measures Type of information generated - Availability, Access & Usage Quality & Reliability Incidence & Types of Problems Responsiveness of Service Providers Cases of Corruption - Extortionary vs Voluntary Overall Satisfaction Across sectors, geographical regions, demographic profiles income, gender Carried out for various government departments including the Karnataka State Police Department (GoK), BESCOM, Karnataka Jnana Aayoga, and the State Planning Board (GoK), Sarva Shiksha Abhiyan (GoK). For government departments in other states Madhya Pradesh Urban Development Department, Bihar Urban and Rural Development Departments (PAF), for the Delhi government (PAF).

6 Invite from BWSSB to carry out an assessment of their services using the Citizen Report Card (CRC) approach and covering both users and providers Based on the studies already conducted by PAC for the Karnataka State Police Department (KSPD) and Bangalore Electricity Supply Company (BESCOM)

7 To systematically assess the quality, responsiveness and outcomes of the basic services provided by sub-divisional and service stations to the BWSSB users, To generate a better understanding of the problems and constraints being faced by the BWSSB staff in their role as service provider to the community, and To assist BWSSB to use the information and knowledge generated through the study so that actionable policies and remedies can be formulated

8 Phase -1 Letter of Agreement Approval of Proposal and signing of MoU Formation of Core Committee (CC) Scoping exercise (Visits to Sub-division office) Preparation and submission of questionnaire to CC Submission of inception report Approval of questionnaire and sampling design Submission of interim report

9 Phase-2 Selection of survey agency Two 3-day training programmes for interviewers Data collection from users and service providers (using Open desk kit software).. Visit to Cauvery Head Works, Treatment plants Quality Monitoring (Spot check, back check, scrutiny) Periodic Submission of Project Progress Reports

10 Phase-3 Data analysis and interpretation Preparation and submission of draft report Holding of Core Committee meeting for feedback on report; feedback from other senior officials Revision and Submission of revised report; presentation of findings

11 Users from all subdivision (2057) Providers EE,AEE,AE, JE, water inspector, Valve man, Meter Reader, Sanitary worker, Drivers Staff from Cauvery Head Works, Treatment plants, pumping stations, Wastewater Management, Plumbers

12 Respondents 72.5% male and 27.5% female Average size of houses covered around 1001 sq. ft. 41% of the users had houses with ground floor only Average monthly income of per household Rs.20,800 and expenditure Rs.10,300 Cauvery water through tap at home is the main source of BWSSB water supply for 65% households. Other sources used include public tap (20%) and public handpumps (10%).

13 Duration on day of water supply % N Less than one hour One to two hours Two to three hours Three to five hours More than five hours Don t Know Total More than half the consumers receive water once in two days, followed by those getting it once in three days. On the days of water supply, less than half receive it for 2-3 hours while onefifth receive it for 1-2 hours Water mainly received between 7am and 12 noon (61% users) Majority of the consumers (85%) found the water to be adequate; coping through BWSSB provided borewell water (10% users), along with purchase of water, and additional use of public taps.

14 Pressure of water supply: 61% consumers reported medium. Adequacy for water supply: 84.6% consumers receiving daily water supply were satisfied. Quality of water: One-fourth each of the consumers expressed that the colour of water was muddy and was having odour. 82% said that the water supplied by BWSSB was sweet in taste. Breakdown in water supply: reported by 20% consumers, reasons including leakage in the pipe line, bursting of water pipe and diversion of water from the main line. Satisfaction with quality and quantity of water: 68% expressed complete satisfaction, while 24% expressed partial satisfaction.

15 An overwhelming majority of consumers (96%) applied through licensed plumbers (procurement of application form to installation of connection). Reasons being lack of time (58%), for faster processing (56%), and lack of information (49%) Average payment made for the same Rs. 8349/- with connection received in about 21 median days Remaining 79 consumers who applied directly and then used plumber for installation reported an average payment of Rs. 5241/- (including plumber charges).

16 Indicates lack of uniformity in amounts charged by plumbers. Procuring necessary documents from other agencies to go with the application required another average payment of Rs. 13,437/-. However, 89% found the process of applying and getting a new connection easy. Nearly 86% of the consumers expressed overall satisfaction with the whole process.

17 Rainwater harvesting system 96% did not have Rain water harvesting. Those who have the system had to spend an average of Rs. 11,121/- per unit. Manholes Nearly 20% consumers reported problems with manholes Leakage of water pipes 10% users noticed leakage in the pipeline near their house. Among those who noticed leakage, 68% brought it to the notice of the BWSSB authorities. 72% reported action taken by the BWSSB to stop leakage Checking of water theft reported by 22% consumers. Irregularity in water supply some times reported by 22% consumers; 39% reported lack of advance notice.

18 Only 4.2% consumers faced problems Nature of problems faced by the consumers Nature of problems % N Irregular water supply Related to water pipe breakdowns Meter complaints Related to irregular receipt of bills Less water supply compared to earlier quantity but charging more as usual 15.1 Unauthorized pumping of water from the direct line 9.3 Related to supply timings Related to quality of water supplied Related to water pressure Related to breakdown of public sources Suspected contamination of water Total

19 56% complained - individually and in groups, on phone, through helpline and news paper 6% got acknowledgement Average three visits to BWSSB for follow up of the complaint Problem was not solved for 62% of the complainants For the rest, it took an average of eight days to resolve the problem. 44% of the respondents who faced a problem did not contact BWSSB for resolving their problems, reasons being lack of awareness regarding procedure (68%), whom to complain to (45%) and lack of belief in grievance redress (53%)

20 Overall satisfaction of BWSSB services: 81% completely satisfied, 18% partially satisfied and 1% dissatisfied. Improvement in the overall quality of services compared to one year ago % N Improved No change ,172 Deteriorated Don t Know/Can t Say Total 100 2,057

21 Consumer Charter - 3% aware about the booklet, only 34% of them have seen the booklet. Water adalat 6% (125 users) aware, only 12% (15 users) of them participated. Website nearly 3% seen the website and 98% expressed it as user friendly Water saving advertisement % N Yes, in news paper ,285 Banners Pamphlets Hoardings In TV ,576 Website Radio ,079 Not seen Total 100 2,057

22 Nearly half of the consumers in North division were not fully satisfied with the quantity of water supplied Almost half of the consumers in South East division expressed partial or dissatisfaction with the quality of water In North West division, 33% of the consumers found the process of application for a new water connection difficult; while in East, West, South and South West divisions all consumers found this easy

23 More respondents from East, North and North West divisions were dissatisfied with the current grievance redress system More than 75% of the respondents across the divisions were completely satisfied with the overall service aspects of BWSSB West (81%), North West (76%) and Central (76%) Divisions expressed complete satisfaction regarding quantity of water North division lowest rating- (56%) completely satisfied Dissatisfaction: North (15%) and East (12%)

24 Category of staff: Executive Engineer Assistant Executive Engineer Assistant Engineer Junior Engineer Valve man Meter reader Water Inspector Sanitary worker Driver

25 98% respondents are men. Average age of the respondents was 43 years, 32.5% were aged above 51 years and around 46% were in the years age group. Qualification: 39% were diploma holders, 26% engineering graduates and 15% graduates; 8.6% were illiterates. Mode of commute to office: 20% used public transport, 67% own vehicles and 7% office vehicle and rest are other mode

26 57% serving in the same place/office for one to five years; 15.7 % reported six to 10 years. 51% reported duty hours of 8 to 12 hours on any normal working day; more than one-third (34%) work for 13 to 16 hours in a day. Taking Leave: 80% as and when required; 63% get their weekly off regularly, 19% sometimes and 18% never got the weekly off. 88% did not undergo any training during the last three years; 83% of them felt that they did not need any training

27 57% serving in the same place/office for one to five years; 15.7 % reported six to 10 years. 51% reported duty hours of 8 to 12 hours on any normal working day; more than one-third (34%) work for 13 to 16 hours in a day. Taking Leave: 80% as and when required; 63% get their weekly off regularly, 19% sometimes and 18% never got the weekly off. 88% did not undergo any training during the last three years; 83% of them felt that they did not need any training

28 57% of the respondents replied in positive. 77% through informal praise by the senior officers, 28% public acknowledgement and 21% formal certificates. 61% expressed satisfaction for the present system of recognizing good work, 39% not satisfied. BWSSB may consider rewarding staff: Awarding merit certificates in a public function. Periodic performance, sending on exposure visits and by deputing for trainings inside and outside.

29 88% of the respondents were aware of conducting Water Adalats. 95% reported that Adalats are held once a month. 20% informed that they always participated in the Water Adalats; 47% never attended. 93% Adalats were useful to the consumers in resolving their problems and the decisions taken there are implemented (99%).

30 60% aware of the instances where consumers used motors to pump water illegally from the main line without meter. 85% informed that connections were stopped in such cases while 14% reported that the connections were regularized. 80% of the officials were aware of illegal water connections in their area of operation/jurisdiction. Illegal or unauthorized water connection and theft of water pipes were reported by some 7% each.

31 Encourage public to approach BWSSB directly for application process; simplify the process of application with minimum supporting documents Create awareness among people about the services provided by BWSSB, the process of application for a new domestic connection, fee to be paid and details of persons to be contacted in case of problems and the process of lodging a complaint. Establish a strong grievance redress system and put up the details in the public domain for the benefit of the public. Constant monitoring through lab checks for quality of water supplied.

32 Strict monitoring by the field staff to prevent water thefts and plug leakages in supply lines. Create single window system for channelling the supporting documents to minimize corruption. Although there is a well designed web site, the access to it is very low. Incorporate major notifications in the monthly water bills which have a vast coverage of consumers. Develop and adopt a strict work schedule for release of water with a constant pressure and notify it accordingly for the information of the public.

33 Use drinking water only where required and use treated water for other purposes. Adopt rain water harvesting system and use rain water. Public and other departmental awareness should be increased to use treated water for non-potable purposes. Water saving should be recognised by giving incentives. Modern technology should be used for toilets; e.g. Auto flush toilets, urinals without water. Water can be saved by using perforated showers at bath rooms, by not using hose pipes for washing car, unwanted cleaning of houses, compounds, etc. Water saving methods should be printed on backside of the water bill. Unaccounted water should be measured and public taps should be avoided.

34 Proper maintenance of database: Dissemination of information (rainwater harvesting, reporting of leaking water lines, or water thefts) Need for continuous benchmarking Streamline the new water connection process Change BWSSB Helpline from to a 4-digit number Help desk, grievance Redress system Water theft / Illegal water connection (TV, Radio, Newspapers, and announced in Water Adalats) Increase staff strength, capacity building and upgradation of technology (transfer, award, reallocation of staff) Strengthen awareness (Our Customer Charter, Facebook, TV, radio, Bangalore One) App for bill payment. Usage of treated water (through a marketing professional) Improve the sewerage system (BBMP, BDA and Pollution Control Board), establish small treatment plants in private hospitals as well.

35 THANK YOU!