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National Action Plan Key Recommendations

National Action Plan Key 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

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National Action Plan Key Recommendations

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  1. 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

  2. REPORT CARD ON URBAN SERVICES HYDERABAD STORY ASCI

  3. 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

  4. WHY REPORT CARD • 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. ASCI

  5. PURPOSE OF THE REPORT CARD • 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. ASCI

  6. 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 ASCI

  7. WHY DO YOU NEED TO INTERACT WITH CUSTOMERS? More than 80% of innovations in high performing companies came from customer ideas Drucker ASCI

  8. STUDY FOCUS- HYDERABAD • 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. ASCI

  9. METHODOLOGY • 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 ASCI

  10. METHODOLOGY • 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 ASCI

  11. SERVICE COVERAGE ASCI

  12. REASONS FOR NOT CONTACTING THE AGENCIES (NON SLUMS) Large percentage of respondents are expressing lack of faith ASCI

  13. 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 ASCI

  14. USER SATISFACTION WITH DIFFERENT PUBLIC SERVICES (NON SLUMS) ASCI

  15. 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 ASCI

  16. REASON FOR CONTACT (General area)

  17. MODE OF CONTACT • PREDOMINANTLY BY WAY OF PERSONAL VISITS • USERS EXPECT A SIMPLER SERVICE – TELEPHONE, INTERNET ASCI

  18. MODE OF CONTRACT (NON SLUM) Even in the present IT age, the mode of contact is primarily by personal visits – an inefficient process ASCI

  19. 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 ASCI

  20. 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

  21. 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. ASCI

  22. Staff response ASCI

  23. 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 ASCI

  24. SPEED MONEY (NON SLUM) ASCI

  25. 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 ASCI

  26. INVESTMENTS IN COPING MECHANISMS (NON SLUMS) ASCI

  27. 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 ASCI

  28. 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 ASCI

  29. WILLINGNESS TO PAY (GEN. HOUSEHOLDS) ASCI

  30. 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 ASCI

  31. LEVEL OF USER SATISFACTION – RESPONDENTS FROM SLUMS AREAS ASCI

  32. 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 ASCI

  33. Coping Mechanisms, Investment and WTP (Slum Residents) • 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 %) ASCI

  34. FREQUENTLY FACED PROBLEMS (SLUM AREAS)

  35. AWARENESS OF CITIZENS ABOUT PROGRAMS

  36. 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 ASCI

  37. Conclusions and RecommendationsII • 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 ASCI

  38. Conclusions and RecommendationsIII • 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 ASCI

  39. Conclusions and Recommendations • Report card is not an academic exercise • Aid to improve service delivery and accountability • The big question is • What next ? ASCI

  40. 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 ? ASCI

  41. 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 ASCI

  42. 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. ASCI

  43. 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 ASCI

  44. Participatory Planning for Service Delivery for the Poor in Hyderabad ASCI City Consultation 11 Sep, 01

  45. Context • MCH and other agencies are implementing a number of programs • Living conditions yet to be improved • Issue of sustainability ASCI

  46. Problem diagnosis • Missing community participation • Lack of convergence of programs • Over 24 programs in Hyderabad • Vertical and compartmentalized • Lack of coordination at field level ASCI

  47. IPP VIII HMWS&SB Others Collectorate Minority Corporation SC&ST/BC Balajyothi UCD CS CS CS COMMUNITY CS ICDS ASCI

  48. IPP VIII UCD HMWS&SB Others Collectorate Minority Corporation SC&ST/BC Balajyothi CS CS CS COMMUNITY CS CS CS ICDS

  49. 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. ASCI

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