This document provides an overview of service level benchmarks for various civic services in Bangalore, India. It includes statistics on population, area covered, and service providers for water supply, sewerage, solid waste management, and storm water drainage. For each service, key performance indicators are listed along with current status, benchmarks, reliability ratings, and observations. Areas for improvement are identified for information systems and performance. Timelines are proposed for information system improvement projects. The document concludes with recommendations for upscaling the service level benchmarking project.

1. Service Level Benchmarking of
…Bruhat Bangalore Mahanagara Palike
Bangalore
Two days results workshop on 14-15 Dec’09

2. City Profile
2001 Census Population of BMP
2001 Census Population of BMP
43.01 lakhs (58.92-BBMP)
43.01 lakhs (58.92-BBMP)
Present estimated Population of BBMP
Present estimated Population of BBMP
78.07 lakhs
78.07 lakhs
Present estimated slum population of
Present estimated slum population of
BBMP
BBMP
10.9 lakhs
10.9 lakhs
Present Area
Present Area
793.47 sq. kms
793.47 sq. kms
Declared as one of the JnNURM Cities
Declared as one of the JnNURM Cities
Water Supply & & Sewerage –
Water Supply & Sewerage –
Water Supply Sewerage– Bangalore Water Supply & Sewerage
Water Supply & Sewerage– Bangalore Water Supply & Sewerage
Bangalore Water Supply & Sewerage Board (BWSSB)
Bangalore Water Supply & Sewerage Board (BWSSB)
Service
Service Providers
Board (BWSSB)
Board (BWSSB)
Service Providers
Providers Storm Water Drainage & Solid Waste Management – Bruhat
Storm Water Drainage & Solid Waste Management –
Storm Water Drainage & Solid Waste Management – Bruhat
Storm Water Drainage & Solid Waste Management –
Bangalore Mahanagara Palike (BBMP)
Bangalore Mahanagara Bangalore Mahanagara Palike (BBMP)
Bruhat Palike (BBMP)
Bruhat Bangalore Mahanagara Palike (BBMP)

3. Solid Waste Management
Performance Indicator Benchmark Status Reliability
74.5
Household Level Coverage 100% D
54
Eff. in Collection of Solid Waste 100% B
30
Extent of Segregation of MSW 100% B
77.3
Extent of MSW Recovered 80% B
57.6
Extent of Scientific Disposal of MSW 100% B
Nil demand is
Extent of Cost Recovery 100% not being
maintained
80
Eff. in Redressal of Customer Complaints 80% D
NA demand is
Eff. In Collection of SWM Charges 90% not being
maintained

4. SWM: Observations & Comments
• In wake of merger of new areas to BMP and new delimitation of wards
the ward wise precise data is not available.
• Lack of record maintenance and updation at ward levels had a
considerable impact on the indicators. Very basic data like ward wise
households, commercial establishment etc. itself is not available.
• Garbage weighing mechanism is yet to be set up at the dumpsites (3
nos.)
• User fee is being collected from commercial establishments. The entire
expenditure is met from municipal own revenue.
• There is no demand being prepared for SWM Cess collected from
commercial establishment.
• Accounting part of SWM is being done except for O&M of vehicles which
is accounted under general category.

5. SWM: Info Systems identified for
improvement
Indicators Reason for low reliability ISIP
HH level Coverage Data base is not being Even though compliance
maintained based on the reports are being maintained the
compliance reports from same needs to be upgraded to
wards capture HHs coverage details
Efficiency of collection of No Weigh bridges at To install weighing machine at
municipal solid waste dumpsite (3 nos.) dump sites
GPS to be extended to 5 new
zones.
Segregation No segregation is being Involving Local Citizens
followed thus no data is Development
available Promoting source segregation

6. SWM: Timelines for ISIP
Indicators ISIP Timeline
Even though compliance 6 months
HH level Coverage reports are being maintained
the same needs to be upgraded
to capture HHs coverage
details
To install weighing machine 3 months
Efficiency of collection of at dump sites
municipal solid waste GPS to be extended to 5 6 months
new zones
6 months
Segregation Identification of sorting station
Involving local community

7. SWM: Areas identified for improvement –
Performance
1. Source Segregation
• Source segregation of MSW to be promoted
2. Achieving zero garbage zones
• On pilot basis this has been successfully implemented in 2 divisions & will be
replicated in the other areas.
• Establishment of decentralized composting units at selected CA parks, with the
involvement of RWAs, SHGs and NGOs.
3. Recovery of waste
• Extensive usage of plastic waste in development of city roads.
• Development of sorting stations at ward levels for collection of materials that can
be re-cycled.
4. Information improvement
• Monthly Information System to be developed at ward levels to achieve effective
administration and monitoring system.
5. Cost Recovery
• Taking a policy decision on collection of user charges to attain self sustenance for
the service delivery.

8. Storm Water Drainage
Performance Indicator Benchmark Status Reliability
Coverage 100% 5 C
135
Incidence of water logging 0 numbers B
numbers
Observations/Comments
• Exact length of tertiary drains needs to be assessed.
• Lack of regular updation of information on drains, water stagnation points
etc.
• No centralized monitoring system is in place.
• Ward level road history is to be maintained. This is to be linked GIS.

9. SWD: Areas identified for improvement
Indicators Reason for low reliability ISIP
Coverage No comprehensive records Ward level road history register to be
on drains. updated
Developing a GIS based road database
Maintenance of records
Incidence of No records are being Identification of flood prone areas
Water updated on occurrence of Integration of traffic data and GIS based
logging flooding data
Updation of records on occurrence of
flooding
Participatory reporting for flooding
incidence
Establishment of rain gauge recording
system & integration of rain fall data

10. SWD - Timelines for ISIP
Indicators ISIP Timeline
Coverage Ward level road history register to 6 months
be updated
Developing a GIS based road
database
Maintenance of records
Incidence of Water logging Identification of flood prone areas 12 months
Integration of traffic data and GIS
based data
Updation of records on occurrence
of flooding
Participatory reporting for flooding
incidence
Establishment of rain gauge
recording system & integration of
rain fall data

11. SWD: Areas identified for improvement –
Performance
• Identification of critical flood prone areas and constructing diversion drains to
prevent upstream water entering into the low lying areas
• Recreation of temporary retention points
• Remodeling and Desilting all storm water drains where necessary
• Use of public spaces for storage of water
• Incorporate effective drain management practices.
Removal of all encroachments and conservation of the same
Encouraging implementation of RWH at households

12. Service Level Benchmarking of
Bangalore Water Supply & Sewerage Board
Bangalore
Two days results workshop on 14-15 Dec’09

14. Water Supply Indicators
Performance Indicator Benchmark Status Reliability
Coverage 100% 50.8 B
Per Capita Supply of Water 135 lpcd 88 A
Extent of Metering 100% 97.6 A
Continuity of supply 24X7 3 D
Extent of Non-revenue Water 15% 51 A
86.7
Eff. in redressal of customer complaints 80% C
Quality of Water Supplied 100% 82.7 A
Cost Recovery 100% 92.2 B
Eff. In Collection of Water Charges 90% 97.1 A

15. Water: Observations & Comments
BWSSB has a well maintained data base on connections, user
charges, demand and collection, quantity of water supplied, water
quality etc.
Jurisdictional overlaps (8 ULBs & BWSSB were responsible for
Water Supply in their respective areas, prior to merger of ULBs as
BBMP). This had significant impact on the availability of
disaggregated data, as transition is still going on.
Total No. of HHs and Population is not available in terms of Division-
wise jurisdiction.

16. Water: Areas identified for
improvement – Info Systems
Indicators Reason for low reliability ISIP
HH level Coverage of Jurisdictional overlaps Survey to be conducted to
Direct Water Supply verify the BBMP Data base
Connections with BWSSB Data base.
Continuity of Water Supply No data base maintained on Developing a data base and
a regular basis. a monitoring mechanism for
hr. of supply and pressure at
customer end.
Efficiency in redressal of No data base is maintained Developing a data base and
customer complaints on a regular basis. a monitoring mechanism for
registering complaints at
customer end.

17. Water Supply: Timelines for ISIP
Indicators ISIP Timeline
HH level Coverage of Survey to be conducted to
Direct Water Supply verify the BBMP Database 2 years
Connections with BWSSB Database.
Continuity of Water Supply Developing a database
and a monitoring mechanism 2 years
for hours of supply and
pressure at customer end.
Efficiency in redressal of Developing a database
customer complaints and a monitoring mechanism 1 year
for registering complaints at
customer end.

18. Water: Areas identified for
improvement – Performance
New connection application shall incorporate a data element indicating
number of households serviced by the connection.
Addressing NRW
Metering of Slum HHs
HRD Accountability – training programmes

19. Sewerage Indicators
Performance Indicator Benchmark Status Reliability
Coverage of Toilets 100% 100 D
Coverage of Sewerage Network 100% 38 B
A
Coll. Eff. of Sewerage Network 100% 55
Adequacy of Sewage Treatment 106 A
100%
Capacity
Quality of Sewage Treatment 100% 100 B
Extent of Reuse and Recycling of
20% 36 A
Sewage
Extent of cost recovery in waste water 100% 110 B
management
C
Eff. in redressal of customer complaints 80% 94
Eff. In Collection of Sewage Water
90% 97 A
Charges

20. Sewerage: Observations &
Comments
BWSSB has a well maintained data base on connections, user charges,
demand and collection, quantity of water supplied, water quality etc.
Jurisdictional overlaps (8 ULBs & BWSSB were responsible for Water Supply
in their respective areas, prior to merger of ULBs as BBMP). This had
significant impact on the availability of disaggregated data, as transition is still
going on.

21. Sewerage: Areas identified for
improvement – Info Systems
Indicators Reason for low ISIP
reliability
Coverage of Waste water Jurisdictional overlaps Updating Sewerage network
Network connection database.

22. Sewerage: Timelines for ISIP
Indicators ISIP Timeline
Coverage of Waste water Updating Sewerage network 2 years
Network connection database.

23. Sewerage: Areas identified for
improvement – Performance
Sewerage Network Coverage (Improvement)

24. Recommendations SLB Project
regarding up-scaling
Technical assistance should be strengthen for up scaling this initiative
Orientation and rapid training program should be conducted before the up scaling
programme
Exposure visit

25. Learning's
SLB implementation on a sustainable basis will help in decision making process.
Need time for aggregation of disaggregated data( especially for reconciliation)
Continuous technical support is very much essential at least for the initial few years of
implementation
Orientation a must at all levels of officials periodically preferably in local language
Need for SLB manuals in local language
Need for exposure visits to understand PIPs and ISIPs
Developing sense of ownership among the officials down the line is very challenging
yet important.
SLB process helped to discuss& debate on various issues related to service level
performance

26. Way forward
Orientation programme on SLB framework for all officials and
elected representatives
Identification & implementation of ISIPs program should be
organized
Identification & implementation of PIP program should be
organized

27. THANK YOU