World Bank2012-12-052012-12-052012-07https://hdl.handle.net/10986/11902The purpose of this report is to distill lessons learnt for improving Water Supply and Sanitation (WSS) services in India, by reference to the recent WSS business plans prepared for the three states of Maharashtra, Rajasthan and Haryana and from various studies carried out by the World Bank on international good practices in urban water service delivery. The report culls out the core elements of the WSS reform program and proposes how such reforms might be implemented. The intended audience for this report is policy makers at the national and state levels, sector professionals and practitioners. The report identifies the key elements of a state-wide program for improving WSS services and accountability on the basis of the following three pillars: i) policies and institutions: appropriate policies and institutional arrangements that clarify the roles and responsibilities of key actors, and which create service providers that are efficient, accountable and customer focused with sufficient autonomy to manage their affairs in a professional manner; ii) infrastructure and financing: medium term infrastructure development program with appropriate financial frameworks that encourage service providers to rely increasingly on user fees and, later on, loans as their main sources of financing. Any subsidies within that framework should be provided in a targeted and transparent manner to support government policies; and iii) capacity building for professional services: ensuring well trained, knowledgeable and motivated staff to deliver the services in a high quality manner. To put the sector in context, the report begins by summarizing the results of various international studies undertaken over the last several years by the World Bank to better understand the makings of well run public WSS companies. These findings point towards the need to establish sectors which encourage the development of autonomous, accountable and customer oriented service providers. Within that framework the report provides suggestions on practical steps that can be taken by governments and service providers.en-USCC BY 3.0 IGOACCESS TO CAPITALACCOUNTABILITY TO CUSTOMERSASSET HOLDING COMPANYASSET OWNERSHIPBASIC SANITATIONBLOCK TARIFFBOARD MEMBERSBOARDS OF DIRECTORSBOOTBUILD-OWNBULK WATERCAPACITY BUILDINGCAPACITY BUILDING EFFORTSCAPITAL COSTSCAPITAL EXPENDITURECAPITAL EXPENDITURESCAPITAL MARKETSCASH FLOWSCENTRAL GOVERNMENTCOLLECTION OF WATERCOMMERCIAL OPERATIONSCOMMUNITY PARTICIPATIONCOMPANY LAWCONSENSUS BUILDINGCONTRACT MANAGEMENTCONTRACTUAL OBLIGATIONSCORPORATIONCORPORATIZATIONCOST OF WATERCOST RECOVERYCOST RECOVERY MECHANISMSCREDITWORTHINESSCROSS SUBSIDIESCUBIC METERCUBIC METER OF WATERCUSTOMER RELATIONSDECISION MAKERSDELIVERY OF SERVICESDEPRECIATIONDISPUTE RESOLUTIONDISPUTE RESOLUTION MECHANISMSDOMESTIC CONNECTIONSDRINKING WATERECONOMIC REGULATIONEQUITY INVESTORSEXPANSIONFINANCIAL INCENTIVESFINANCIAL INSTITUTIONSFINANCIAL VIABILITYFINANCING WATER SUPPLYFIRMSFLAT FEEGOVERNANCE OF WATERGOVERNANCE OF WATER SUPPLYGOVERNMENT FUNDINGGOVERNMENT POLICIESHOUSEHOLDSIMPROVING SERVICE DELIVERYINDEPENDENT REGULATIONINDEPENDENT REGULATORINFRASTRUCTURE DEVELOPMENTINFRASTRUCTURE FINANCEINFRASTRUCTURE INVESTMENTINVESTMENT DECISIONSINVESTMENT FINANCINGINVESTMENT PROGRAMLARGE CITIESLEAST COSTLENDERSLICENSINGLOW INCOME AREASLOWER LEVELS OF GOVERNMENTMAINTENANCE COSTSMARGINAL COSTMEDIUM TOWNSMETER READINGMONOPOLY POWERMUNICIPAL COUNCILMUNICIPAL LEVELMUNICIPAL SERVICEMUNICIPAL SERVICESMUNICIPALITIESNATIONAL WATER POLICYOPERATIONAL EFFICIENCYOPERATIONAL EXPENDITURESOPERATIONAL PERFORMANCEOPERATOR PERFORMANCEOPERATOR TARIFFPERFORMANCE AGREEMENTPERFORMANCE AGREEMENTSPERFORMANCE CONTRACTPERFORMANCE INDICATORSPOPULATION GROWTHPRIVATE COMPANYPRIVATE OPERATORPRIVATE OPERATORSPRIVATE PARTICIPATIONPRIVATE PARTICIPATION IN WATERPRIVATE PARTNERPRIVATE PARTNERSHIPPRIVATE SECTOR SERVICE PROVIDERSPRIVATE UTILITIESPROVINCIAL GOVERNMENTPUBLIC COMPANIESPUBLIC MANAGEMENTPUBLIC SERVICE PROVIDERSPUBLIC UTILITIESPUBLIC WATERPUBLIC WATER UTILITYPUBLIC-PRIVATE PARTNERSHIPSPUMPING STATIONSQUALITY OF SERVICEQUALITY OF SERVICE DELIVERYQUANTITY OF WATERREGIONAL UTILITIESREGULATORY ARRANGEMENTSREGULATORY FRAMEWORKREGULATORY MECHANISMSREGULATORY SYSTEMSRESPONSIBILITY FOR SERVICE PROVISIONRURAL WATERRURAL WATER SUPPLYSANITATION COVERAGESANITATION INVESTMENTSSANITATION PERFORMANCESANITATION SECTORSANITATION SERVICESANITATION SERVICE PROVIDERSSANITATION SERVICE PROVISIONSANITATION SERVICESSANITATION UTILITIESSANITATION WATERSANITATION WATER SUPPLYSERVICE AGREEMENTSSERVICE CONNECTIONSSERVICE FEESERVICE IMPROVEMENTSERVICE IMPROVEMENTSSERVICE PROVIDERSERVICE PROVIDERSSERVICE QUALITYSERVICE STANDARDSSERVICE TO CUSTOMERSSEWAGE TREATMENTSEWERAGE COMPANYSMALL CITIESSOLID WASTESUPPORT TO UTILITIESSUSTAINABLE SERVICESTARIFF INCREASETARIFF INCREASESTARIFF POLICYTARIFF SETTINGTARIFF SETTING PROCESSTARIFF STRUCTURETARIFF STRUCTURESTECHNICAL ASSISTANCETECHNICAL SUPPORTTOWNTRAINING COURSESURBAN AREASURBAN CENTERSURBAN SANITATIONURBAN WATERURBAN WATER SUPPLYURBAN WATER UTILITIESUTILITY MODELWASTE WATERWASTE WATER TREATMENTWASTEWATER DISPOSALWASTEWATER TREATMENTWATER ALLOCATIONWATER BILLSWATER COLLECTIONWATER COMPANYWATER CONSUMPTIONWATER COVERAGEWATER METERINGWATER POLICYWATER PRODUCTIONWATER QUALITYWATER QUALITY STANDARDSWATER RESOURCESWATER SCHEMESWATER SECTORWATER SERVICEWATER SERVICE DELIVERYWATER SERVICESWATER SOURCEWATER SOURCESWATER SUPPLY SYSTEMWATER USERSWATER UTILITIESWATER UTILITYWATER UTILITY REFORMWorld Bank10.1596/11902