Leveraging mobile media for enhancing service levels through citizen engagement

1. SLB CONNECT
Leveraging mobile media for enhancing service levels
through citizen engagement
Water & Sanitation Program
February, 2013

2. Service Level Benchmarks (SLBs)
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Initiative of the Ministry of Urban Development (Govt of India)
Monitoring performance to strengthen focus on service delivery
Included in 13th Finance Commission recommendations
Over 1400 municipalities reported performance on SLB indicators
National Scale up
1440 ULBs covered
13th Finance
Commission:
$2 bln perf. grants
SLB Handbook
Pilot
Initiative: 28

3. SLB-CONNECT
Using ICTs to track service delivery from the citizen's
perspective – "service experience"
SLB Connect
National/ State/
Local Govts
SLB
data
Services
Water dept/ utility
- Reality check for reported SLB data
- Granular information (e.g. zone-wise)
- Inputs for planning
Basis for Citizen Engagement

4. SLB CONNECT - Why use ICTs?
• Reduce time lag between survey and results
• Improve quality control of survey process
• Enable repeat surveys and replicability
• Leverage reach of mobiles to widen citizen engagement

5. SLB CONNECT in Pimpri Chinchwad
1. Develop a mobile-to-web ICT solution for systematic
collection and analysis of feedback.
2. Demonstrate ICT solution through implementation in
PCMC. Survey of 5200 households in 2 months based
on scientific survey techniques
3. Create institutional model for on-going use of SLBConnect (i.e. repeat surveys at regular intervals)
4. Dissemination of PCMC experience

6. Field visit before
commencing the project
Understanding Water
Zones in PCMC
Enumerator
Training
Solution Scoping
Discussion with water
department in PCMC

7. Solution Architecture
2) Survey
Management
Module
3) Dashboard for
Results Analysis
1) Mobile Application
for Survey

8. 1) Mobile App for Survey
Data submitted on
real-time basis
Greater accuracy
through geo tagging
and time stamping
Open source platform
(Android)
Multi-lingual (e.g.
Marathi) interface
Built-in consistency
checks
Data capture
capabilities in text,
images, video
SURVEY MANAGEMENT
MODULE
DASHBOARD FOR RESULTS
ANALYSIS

9. 2) Survey Management Module – Features
• Remote monitoring and management of survey
• Verification/ Exceptions flagging
• Two way interaction features for administrators and field staff
• Role based access

10. Households Surveyed - map

11. Dashboard – Snapshot

12. Dashboard – Detailed analytics

13. Water Supply
Sanitation
Access to water
Access to Toilets
Continuity
- Type; Quality of access
Mode of disposal of wastewater
Adequacy
- For toilets, bath and kitchen
Water quality
Access to sewerage network
Complaint redressal
- Whether or not available; Reasons for not
Ease of Bill payment
connecting
Satisfaction levels
Willingness to provide feedback
Mobile number

14. www.slbconnect.in

15. Demo…

16. Indicators for tracking performance
Access
% HHs with indiv/ shared connections
[SLB: - do - ]
Continuity
Duration of supply
[SLB: - do - ]
Adequacy
% of HHs reporting adeq supply
[SLB: Quantity of water supplied per capita]
Quality
% of HHs reporting no incidence of dirty water supply in
last 3 months [SLB: % of water samples meeting standards]
Complaints
% of HHs lodging complaints reporting resolution in 1 day
[SLB: % of complaints resolved in 1 day]
Bill payments % of HHs reporting regular receipt of bills, and finding location,
timing of bill payment to be convenient
[SLB: Revenues collected as a % of revenues billed]