C I T I Z E N F E E D B A C K I N WAT E R A N D

S A N I TAT I O N S E RV I C E S I N I N D I A
SHRUTI REDDY
CITIZEN FEEDBACK IN WATER SUPPLY

SLB-CONNECT PROGRAM

• 2009 – Implemented under GOI’s Ministry of Urban Development.

• Aim – 1. Addressing accountability gaps in service delivery.

2. By connecting citizen feedback mechanism to service delivery & improvement.

• Captures citizen feedback: performance of water supply, wastewater, solid waste management, storm-water
drainage.

• Scalable ICT based citizen feedback mechanism: efficient monitoring of the demand for services.

• Aligns demand-side metrics with supply-indicators facilitating ready integration and

efficient performance assessment.

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 IMPLEMENTATION
CITIZEN FEEDBACK IN WATER SUPPLY

• MAPI surveys: 8 cities across 6 states.

• These represented a variety of service delivery and implementation arrangements.

• Phase Wise Implementation:

• Pilot phase (2012-14): Pimpri- Chinchwad- Proof of concept, 5,200 HHs.

Mehsana– Gates Foundation, 1,400 HHs.

Delhi- Gates Foundation, 300hhs & 600 HHs.

• Scaled-up surveys (2014-15): Scaled-up demonstration of surveys in 5 selected cities.

28,000 HHs.

• Additional modes of feedback (2014-15): Pimpri- Chinchwad

Repeat exercise conducted.

Telephone survey- Over 3000 HHs.

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SMS Polling survey.
 KEY FINDINGS IN FIGURES
CITIZEN FEEDBACK IN WATER SUPPLY

Complain & Resolution Pattern – PCMC & Mehsana (SLB-C SURVEY)

RESPONDENTS R AT E RESPONDENTS R AT E

Lodged Complains 15% Lodged Complains 12%

Complain Resolution 9.75%

Complain Resolution 3.24%

Most Common Complaints – Scaled Up Demonstration

JABALPUR VA R A N A S I RAEBARELI AJMER JHUNJHUNU

Irregular water
71.3% 44% 12.9% 46.7% 85.35
supply

Poor quality of
25.2% 81% 30.7% 19.1% 11.3%
water
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 KEY FINDINGS
CITIZEN FEEDBACK IN WATER SUPPLY

1. Overall
Feedback for water supply was good in terms of its accessibility but poor in terms of its quality.

2. Alignment between SLB & SLB-C

Water supply: Performance reported by SLBs was lower than the SLB-C metrics (2 cities in Rajasthan).
In the other cities, the gaps between SLBs and SLB-C were substantial.

Over-reporting by the government surveys - Evident.

3. Equity
Granular analysis revealed service inequity between slum & non-slum areas (Infrastructure Aspects)- Attributable to
the type of source used.

4. Complains Redressal
There exist severe inefficiencies in the complaint redressal mechanism.
Respondents hesitate to use online and SMS helplines.

5. Sanitation

A sizable share of citizens in slum areas practice open defecation.

The absence of sewage and significant wastewater disposal into onsite facilities is common.
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 Citizen Feedback Mechanism & Improving Urban
Public Service Delivery
CITIZEN FEEDBACK IN WATER SUPPLY

A Citizen Feedback Mechanism is –

1. Aligns demand-side metrics with supply-side indicators

Leads to mobilization of public opinion- activating both upward and downward accountability pressures-
ensuring delivery of improved services.

2. Promoting Accountability & Transparency

It establishes a channel for citizens to voice their concerns and provide inputs on service quality,
promoting transparency, and holding the providers accountable when they are at fault.

3. Enhancing Civic Engagement

It fosters greater civic engagement, promoting a sense of ownership, and responsibility among citizens
towards public services and governance.

4. Service Customization and Targeting

Service providers tailor services according to specific feedback based on community needs that often
address localized issues.

5. Establishing a Continuous Improvement Culture

Establishing a culture of continual improvement allows for refinements in service delivery based on real-
6 time data and community input.
 A Better Program Design
CITIZEN FEEDBACK IN WATER SUPPLY

1. Optimal alignment of demand-side metrics with supply-side indicators – both upward &
downward pressures of accountability.
Achieved through detailed analysis of development metrics with simultaneous provision of performance
metrics in a disaggregated form.
Generates a bottom-up pressure.

2. Feedback surveys must be designed for replicability and implementation at scale- to address the
capacity constraints that hinder localized interventions.

3. Information Communication & Technology should be utilized for it’s speed, efficiency, and accuracy
promoting data integrity, transparency, and impact.
Promotes integrity of data collection as well.

4. Citizen feedback must be collected using MAPI surveys, telephone surveys, and SMS polls in a
complementary manner. With these methods are interchangeable.

5. The scope of civic mobilization and stakeholder engagement required can be efficiently determined by
clarifying how exactly the citizen feedback mechanism is expected to improve the delivery of urban
services.

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 QUESTIONS RAISED
CITIZEN FEEDBACK IN WATER SUPPLY

And the Systematic Problems Highlighted

Why major quality discrepancies in sanitation and water–supply services exist even in 2023?

To what extent are the national policies aligned with the citizen feedback obtained through the feedback mechanisms?

Considering India’s diverse population are the current ICT citizen feedback mechanisms inclusive enough to be efficient?

What will ensure the sustainability of the citizen feedback mechanisms especially considering the severely limited capacity of local
institutions?

For a Deeper Understanding of this Multifaceted Problem

They can be contacted :

Dr Sheela Patel:
sparcnsdfmm@gmail.com
Founder and director of the Society for the Promotion of Area Resource
Centers (SPARC) India. They have worked extensively in the field of bringing
urban poverty, housing, and infrastructure on the government’s radar.

Dr Shubhagato Dasgupta:
shubhagato@cprindia. org
A senior fellow at CPR and head of the Scaling City Institutions for India
Sanitation initiative his current line of research focuses on drinking water
and sanitation in India. His work is in particular reference to flagship
8 government programs and service delivery challenges in smaller cities.