Publication:
Mainstreaming Citizen Feedback on Service Delivery using ICTs: Findings and Lessons from ICT-based Feedback Surveys on Water Supply and Sanitation Services in Indian Cities

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dc.contributor.authorBhatnagar, Vandana
dc.contributor.authorBatra, Nidhi
dc.contributor.authorTiwari, Kanak
dc.date.accessioned2017-03-15T18:05:00Z
dc.date.available2017-03-15T18:05:00Z
dc.date.issued2017-02-22
dc.description.abstractThe water and sanitation sector in Indian cities is characterized by weak accountability processes and lack of customer orientation. The institutional focus of service providers tends to be on creating new assets, rather than delivery of services and performance efficiency. Moreover, in the absence of reliable service data, the planning processes that inform the creation of new assets are often not aligned with the needs and priorities of citizens. In 2009, the Service Level Benchmarks (SLB) program was introduced by the Government of India’s Ministry of Urban Development (MoUD) to strengthen the focus on service delivery. Under this program, service providers reportperformance on a standardized set of indicators for delivery of water supply, wastewater, solid waste management and storm-water drainage services. While the SLB data have gradually become an integral component of India’s urban reform formulations, the availability and quality of this data have tended to remain poor. It is also seen to reflect only the service providers’ point of view, not the citizens’ perspective on service delivery. In recent years, various social accountability tools and participation processes have also been introduced in India to strengthen pressures for improved public services and foster citizens’ involvement in planning processes. While these initiatives have helped strengthen the overall focus on service delivery, basic services such as water and sanitation have largely remained outside their purview. This report presents the findings, achievements and lessons that emerged from implementing the SLB-C initiative in Indian cities with varied contexts, and its subsequent use under a national urban program. It provides recommendations for future similar initiatives.en
dc.identifierhttp://documents.worldbank.org/curated/en/332611488814291748/Mainstreaming-citizen-feedback-on-service-delivery-using-ICTs-findings-and-lessons-from-ICT-based-feedback-surveys-on-water-supply-and-sanitation-services-in-Indian-cities
dc.identifier.doi10.1596/26270
dc.identifier.urihttps://hdl.handle.net/10986/26270
dc.languageEnglish
dc.language.isoen_US
dc.publisherWorld Bank, New Delhi
dc.rightsCC BY 3.0 IGO
dc.rights.holderWorld Bank
dc.rights.urihttp://creativecommons.org/licenses/by/3.0/igo
dc.subjectservice delivery
dc.subjectcitizen satisfaction
dc.subjectwater supply
dc.subjectwater and sanitation
dc.subjectfeedback
dc.subjectICT
dc.titleMainstreaming Citizen Feedback on Service Delivery using ICTsen
dc.title.subtitleFindings and Lessons from ICT-based Feedback Surveys on Water Supply and Sanitation Services in Indian Citiesen
dc.typeWorking Paperen
dc.typeDocument de travailfr
dc.typeDocumento de trabajoes
dspace.entity.typePublication
okr.crossref.titleMainstreaming Citizen Feedback on Service Delivery using ICTs
okr.date.disclosure2017-03-06
okr.doctypePublications & Research
okr.doctypePublications & Research::Working Paper
okr.docurlhttp://documents.worldbank.org/curated/en/332611488814291748/Mainstreaming-citizen-feedback-on-service-delivery-using-ICTs-findings-and-lessons-from-ICT-based-feedback-surveys-on-water-supply-and-sanitation-services-in-Indian-cities
okr.guid332611488814291748
okr.identifier.doi10.1596/26270
okr.identifier.externaldocumentum090224b0849b9efd_1_0
okr.identifier.internaldocumentum27245164
okr.identifier.report113182
okr.importedtrue
okr.language.supporteden
okr.pdfurlhttp://documents.worldbank.org/curated/en/332611488814291748/pdf/113182-WP-PUBLIC-SLB-Connect-for-Urban-Water-Supply-22Feb2017-Final.pdfen
okr.region.administrativeSouth Asia
okr.region.countryIndia
okr.topicInformation and Communication Technologies::ICT Applications
okr.topicWater Resources::Water and Human Health
okr.topicWater Supply and Sanitation::Community Participation in Water Supply and Sanitation
okr.topicWater Supply and Sanitation::Small Private Water Supply Providers
okr.topicWater Supply and Sanitation::Town Water Supply and Sanitation
okr.topicWater Supply and Sanitation::Water Supply and Sanitation Economics
okr.unitWater- Water and Sanit Prgrm (GWASP)
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