Consumers Count : How Water and Sanitation Utilities Can Become More Accountable to Their Users

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collection.link.202
https://openknowledge.worldbank.org/handle/10986/9433
collection.name.202
Water P-Notes
dc.contributor.author
Muller, Mike
dc.contributor.author
Simpson, Robin
dc.contributor.author
Ginnekan, Meike van
dc.date.accessioned
2012-08-13T15:57:21Z
dc.date.available
2012-08-13T15:57:21Z
dc.date.issued
2008-06
dc.date.lastModified
2021-04-23T14:02:57Z
dc.description.abstract
This note presents tools that can help make service providers more accountable to the people they serve. The voice of users is often muted in water utilities. One consequence is that utilities do not take account of users' priorities and preferences. The utility, in turn, loses the trust and cooperation of the community that it is supposed to serve. The result is often service deterioration, further alienating users. Traditionally, users relied on politicians to maintain oversight of budgets and compliance with rules and to intervene on their behalf when services failed. This institutionalized a long route of accountability from user to political representative to service provider. Modern approaches to public management seek to hold service providers more directly accountable to their users for the outcomes of their work. Providers are expected to ensure that water flows safely and reliably from taps, that blocked drains are cleared, and that services are accessible and affordable to all. Accountability in this context is about establishing a direct short route between users and service providers. Tools for accountability cannot by themselves provide sustainable water services. But their use can contribute to this goal, by improving utility practices and the utility's policy and institutional environment.
en
dc.identifier
http://documents.worldbank.org/curated/en/2008/06/9677440/consumers-count-water-sanitation-utilities-can-more-accountable-users
dc.identifier.uri
http://hdl.handle.net/10986/11763
dc.language
English
dc.publisher
World Bank, Washington, DC
dc.relation.ispartofseries
Water P-Notes; No. 15
dc.rights
CC BY 3.0 IGO
dc.rights.holder
World Bank
dc.rights.uri
http://creativecommons.org/licenses/by/3.0/igo/
dc.subject
ACCESS TO INFORMATION
dc.subject
ACCOUNTABILITY
dc.subject
ADMINISTRATIVE PROCESSES
dc.subject
CIVIL SOCIETY
dc.subject
COMPLAINT
dc.subject
CONFIDENCE
dc.subject
CUSTOMER SERVICE
dc.subject
DAY-TO-DAY OPERATIONS
dc.subject
DECISION MAKING
dc.subject
DRAINS
dc.subject
FINANCIAL CONSTRAINTS
dc.subject
HOUSEHOLD SANITATION
dc.subject
INFORMATION PROVISION
dc.subject
INFORMATION SHARING
dc.subject
LEADERSHIP
dc.subject
LEGAL FRAMEWORKS
dc.subject
MANAGEMENT SYSTEMS
dc.subject
OPERATIONAL MANAGEMENT
dc.subject
PERFORMANCE DATA
dc.subject
POLITICAL INTERESTS
dc.subject
POLITICIANS
dc.subject
PRIVATE SECTOR
dc.subject
PUBLIC MANAGEMENT
dc.subject
PUBLIC TRUST
dc.subject
RESULT
dc.subject
SAFE WATER
dc.subject
SAFE WATER SUPPLY
dc.subject
SANITATION
dc.subject
SANITATION UTILITIES
dc.subject
SERVICE PROVIDER
dc.subject
SERVICE PROVIDERS
dc.subject
SERVICE PROVISION
dc.subject
SUSTAINABLE WATER
dc.subject
TARGETS
dc.subject
TRANSACTION
dc.subject
USER
dc.subject
USER COMMUNITIES
dc.subject
USERS
dc.subject
UTILITY GOVERNANCE
dc.subject
UTILITY MANAGEMENT
dc.subject
UTILITY STAFF
dc.subject
WATER SECTOR
dc.subject
WATER SERVICES
dc.subject
WATER SUPPLY
dc.subject
WATER UTILITIES
dc.title
Consumers Count : How Water and Sanitation Utilities Can Become More Accountable to Their Users
en
okr.doctype
Publications & Research :: Brief
okr.doctype
Publications & Research
okr.docurl
http://documents.worldbank.org/curated/en/2008/06/9677440/consumers-count-water-sanitation-utilities-can-more-accountable-users
okr.globalpractice
Governance
okr.globalpractice
Transport and ICT
okr.globalpractice
Trade and Competitiveness
okr.globalpractice
Water
okr.googlescholar.linkpresent
yes
okr.identifier.externaldocumentum
000334955_20080716072349
okr.identifier.internaldocumentum
9677440
okr.identifier.report
44737
okr.language.supported
en
okr.pdfurl
http://www-wds.worldbank.org/external/default/WDSContentServer/WDSP/IB/2008/07/16/000334955_20080716072349/Rendered/PDF/447370BRI0Box31nsumerAccountability.pdf
en
okr.topic
Private Sector Development :: E-Business
okr.topic
Water Supply and Sanitation :: Water Supply and Sanitation Governance and Institutions
okr.topic
Water Supply and Sanitation :: Town Water Supply and Sanitation
okr.topic
Water Supply and Sanitation :: Urban Water Supply and Sanitation
okr.topic
Public Sector Corruption and Anticorruption Measures
okr.topic
Public Sector Development
okr.unit
Urban Development Sector Unit (EASUR)
okr.volume
1 of 1

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