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Slb Connect (City level workshop findings)_WSN_2013
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Slb Connect (City level workshop findings)_WSN_2013


Gives an overview of the overall findings at city level

Gives an overview of the overall findings at city level

Published in Services , Technology , Business
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  • 1. SLB Connect Findings & Observations
  • 2. Overall Findings • Access and adequacy of supply (meeting the needs of the residents) get top marks. Scope for improvement in Quality of water, Complaint redressal and Ease of bill payments. • Equity – service levels relatively similar in slum and non slum areas. However, slums worse off in terms of water quality and ease of bill payment. • Wide variations in overall scores across zones, specially for Access and Quality.
  • 3. Specific Findings - Access • Vast majority of residents (79%) depend exclusively on municipal water supply sources. Individual connections most prevalent source of supply. Lack of supply network is the single most reported reason for not using a municipal source. • About 1/3 residents experience seasonal scarcity; among these, one in two are forced to shift to non-regular sources during scarcity times. Slum residents report a slightly higher incidence of scarcity. • Access to municipal water points in slum is excellent with 84% of residents reporting an access point within 300 meters from their residence.
  • 4. Specific Findings - Continuity • Vast majority of residents (92%) report receiving water on all the 7 days of the week; this proportion is noticeably lower in slums (79%). • Majority of residents (72%) report receiving 2-5 hours of supply on the day they receive water. • Only one-third (34%) of the respondents report that supply of water is always predictable; slum residents report marginally better on this count (37%). • About half of the respondents (47%) report the timing of the supply as very convenient . However, about 20% of standpost and handpump users find the timings not at all convenient.
  • 5. Specific Findings - Adequacy • Majority of individual/ shared connection users (82%) report adequate water supply to meet the needs of the family; feedback from slum residents is lower (69%). Among users of standposts / handpumps this is quite low at 2%. • Very few respondents reported buying water from private sources to meet their requirements (1%). • One in ten respondents (11%) reported using water tankers for emergency cases; a higher proportion of 20% in case of slums. • Experience with water tankers was mixed with about 1/3 rating it good and a similar proportion rating it bad. In slums, half of the users reported the experience to be poor.
  • 6. Specific Findings - Quality • Just over half of the respondents (52%) reported that they never received any dirty water from the municipal source during the last 3 months. Figure even lower (45%) for slums respondents. • Variation across sources is more sharp. Vast majority (73%) of respondents using standposts or handpumps have received dirty water at least once during the last 3 months, compared to 48% for respondents using indiv or shared connections.
  • 7. Specific Findings – Grievance Redress • 15% of respondents lodged a formal complaint with PCMC regarding water supply during last one year; slightly higher for slum residents (19%). • Institutional channels not the preferred medium to lodge complaints; about three-fourths (74%) lodged complaint through local corporator. • Grievance response as well as resolution is reported at 65% overall; figure for slum residents is much lower at 48%. • Average time taken to solve the complaint is approx 6 days with a slightly higher downtime for slum residents (7 days).
  • 8. Specific Findings – Bill Payment • A little under half the respondents (44%) either did not know the billing frequency or reported no regular pattern in receiving bills. Corresponding figure for slum residents at 93%. • Municipal counter most preferred site for making payments (82%). Very few use online payment facilities, but among those, most (95%) found the process easy. • While 43% found the location convenient, a slightly lesser proportion (40%) reported the same on timing. On both counts, slum residents gave a much higher rating (55% and 64%). • Functional meters reported by 73% of respondents; significantly lower among slum respondents (11%).