• 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.
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
• Access to municipal water points in slum is excellent with 84%
of residents reporting an access point within 300 meters from
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
• 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.
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.
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
• 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.
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).
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%).
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