Giving Customers a Voice in Rural Water Supply

Transcription

1 Giving Customers a Voice in Rural Water Supply Application of the Citizen Score Card in Nine Provinces in Vietnam East Asian Regional Learning Event Civil Society WASH Fund July 2016

2 The Citizen Score Card: Is an instrument to encourage public accountability; Is a type of client satisfaction survey Solicits user perceptions on the quality, efficiency, and adequacy of public services Employs quantitative methods to facilitate comparison of performance

3 Purpose Give the citizens/water users a voice Make service quality a major and measurable objective Provide feedback for provincial and local authorities to better manage their water and sanitation services In the long run, change the organizational culture and incentive system within the utilities

4 Implementation Process (Main Steps): Background work: Consumer satisfaction surveys undertaken by EMW Extensive consultations with international and local organizations Approach was presented at the Water Integrity Forum in Delft in Capacity Assessment of Provincial and local YU chapters 2. Design and Testing Questionnaire 3. Pilot in Binh Dinh 4. Phase 1 Implementation => interviews each 5. Consultation with 4 provincial YU, pcerwass, other agencies 6. Phase 2 Implementation => 5 1,000 interviews each

5 Survey Methodology: KAP Survey (Knowledge, Attitude and Practice) comprising about 80 questions; (paper questionnaire) Volunteers/staff from the 9 provincial Youth Unions undertook the field work and data entry (Excel) The Central Youth Union coordinated the field activities and undertook most of the data analysis East Meets West provided advice and guidance to the Youth Union EMW did the analysis for the scoring & ranking of provinces Results shared and discussed with the provinces DFAT provided funding through EMW under the WASHOBA project

6 Map of Nine CSC Provinces Surveys divided into two groups: Households without piped water supply Households with piped water supply

7 Selected Results 1. Households without Piped Water Supply Water Sources (drilled well, dug well, rain water, surface water) Time to Collect Water per Day (10 minutes, minutes, > 30 minutes Who Collects the Water (husband, son, daughter, wife)

8 Water Sources for Drinking & Cooking Ba Ria Vung Tau Bac Giang Bac Kan Ben Tre Binh Dinh Dak Lak Ha Tinh Hau Giang Thai Nguyen 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Drilled Well Dug Well Rainwater Surface Water

9 Time to Collect Water per Day Ba Ria Vung Tau Bac Giang Bac Kan Ben Tre Binh Dinh Dak Lak Ha Tinh Hau Giang Thai Nguyen 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Less than 10 minutes minutes > 30 minutes

10 Who Collects Water? 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Ba Ria Vung Tau Bac Giang Bac Kan Ben Tre Binh Dinh Dak Lak Ha Tinh Hau Giang Thai Nguyen Husband Son Other Daughter Wife

11 Selected Results 2. Piped Water Supply Who Manages the System? (private enterprise, contracted private, Water Centre (PCERWASS), cooperative, CPC staff, Water Users Group, Other) Service Quality: 24 Supply Service Quality: 3 or more breakdowns per month Satisfaction with Water Quality (Good & Very Good) Connection Charge (VND Inflation Adjusted) Tariff (VND/cum) Who Charges the Most?

12 Who Manages the System? Ba Ria Vung Tau Bac Giang Bac Kan Ben Tre Binh Dinh Dak Lak Ha Tinh Hau Giang Thai Nguyen 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Private enterprise Contracted private Water center Cooperative CPC staff Water users group Other

13 Service Quality: 24 hours supply Ba Ria Vung Tau Bac Giang Bac Kan Ben Tre Binh Dinh Dak Lak Ha Tinh Hau Giang Thai Nguyen 0% 20% 40% 60% 80% 100%

14 Service Quality: 3 or more breakdowns per month Ba Ria Vung Tau Bac Giang Bac Kan Ben Tre Binh Dinh Dak Lak Ha Tinh Hau Giang Thai Nguyen 0% 10% 20% 30% 40% 50% 60% 70% Percent of Households Reporting

15 Satisfaction with Water Quality (Good & very Good) Ba Ria Vung Tau Bac Giang Bac Kan Ben Tre Binh Dinh Dak Lak Ha Tinh Hau Giang Thai Nguyen 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% Percent of Respondents Rating Water Quality Good or Very Good

16 Connection Charge (VND Inflation Adjusted) Ba Ria Vung Tau Bac Giang Bac Kan Ben Tre Binh Dinh Dak Lak Around USD 100 Ha Tinh Hau Giang Thai Nguyen 0 500,000 1,000,000 1,500,000 2,000,000 2,500,000

17 Tariff (VND/cum) Ba Ria Vung Tau Bac Giang Bac Kan Ben Tre Binh Dinh Dak Lak Ha Tinh Hau Giang Thai Nguyen 0 1,000 2,000 3,000 4,000 5,000 6,000 7,000 8,000 VND per Cubic Meter (USD 1.00 = VND 21,000)

18 Who Charges the Most? Private enterprise Water center Cooperative 35 US cents CPC staff Contracted private Water users group Average 0 1,000 2,000 3,000 4,000 5,000 6,000 7,000 8,000 VND per Cubic Meter (USD 1.00 = VND 21,000)

19 Scoring the Provinces

20 29 Indicators Grouped into Six Service Dimensions Access to clean water Quality of piped water services Quality of the piped water Cost of piped water supply Information and transparency in the operation of water systems Sanitary conditions Each indicator was given a score between 0 and 10, with the best value gave 10 points and the worst 0 points. Intermediate values were given a pro rata score. Dimension scores were the weighted sum of the indicator scores.

21 The Performance Diamond Access 10 Sanitation Service Quality Ba Ria Vung Tau Bac Kan Dak Lak Ha Tinh Hau Giang Bac Giang Ben Tre Accountability & Transparency Water Quality Binh Dinh Thai Nguyen Average Cost

22 How Do the Provinces Stack Up? Province Score Bac Giang 7.74 Hau Giang 7.61 Ba Ria Vung Tau 6.76 Binh Dinh 6.65 Ha Tinh 6.31 Thai Nguyen 5.32 Bac Kan 4.76 Ben Tre 3.95 Dak Lak 3.40

23 Future Strategy (1) Changed enabling environment: National Target Program for Rural Water Supply and Sanitation integrated in a broader New Rural Development Program so new opportunities and new strategy required. Government of Vietnam has a strategy for sector socialization Society and government are to mobilize all resources available to achieve the New Rural Development targets. In water supply this means promoting private sector participation (among others)

24 Future Strategy (2) Ways to Scale Up: 1. Document findings and lessons learnt from CSC in nine provinces to share with Government of Vietnam counterparts and NGOS. 2. Simplify the current survey and operation manual for GoV partners (Youth Union) to conduct the survey and analysis in the future 3. For on-going and new EMW programs, utilize CSC to assess service quality and rank operators in each province 4. Utilize for any on-going and new programs of NGOs and GoV that provide public services (not only water) 5. Scale-up in new Government National Target Programs (NRD, Poverty Reduction program)