Perception Analysis on the use of ICT to Improve Citizen Participation in Governance of Urban Water Supply Systems: A Case Study on BWSSB Presentation by Mr. Kuleep Ulhe, Azim Premji University, Bangalore Mr. Kuldeep is an intern with Public Affairs Center [December 2015-January 2016] Views are personal Write to Kuldeep, elhe.Haridas14@APU.EDU.IN Write to Public Affairs Centre, mail@pacindia.org

1. Perception Analysis on the use of ICT to
Improve Citizen Participation in Governance
of Urban Water Supply Systems:
A Case Study on BWSSB
Student Researcher:
Kuldeep Ulhe
MAD 14202
Azim Premji University
Bangalore

2. Secondary Research

3. Information Communication and Technology
(ICT) and Tools
• Transformed the way of
• Communication (Data Generation)
• Data Storage
• Data Analysis
• Tools used for ICT
• One Way Communication
• Radio
• Television
• Two Way Communication
• Mobile Phones
• Computers
• Printers & Scanner
• Internet

4. Citizens’ Participation
• Urban Citizens’ Participation is the process in which ordinary citizen of
the city voluntarily whether individually or as a part of group
influences a decision making processes which affects their life
significantly.
• Levels of Citizens’ Participation (8 levels) – Form of Relationship
between citizen and institution (A Ladder of Citizen Participation, S R
Arnstein, July 1969)
• Manipulation, Education, Information, Consultation, Involvement,
Partnership, Delegated Power, Citizens’ Control
• Citizen Participation – for dialogue creation, knowledge exchange

5. Governance of Urban Water Supply System
• It can be defined as urban politico-administrative, social, economic
and environmental systems that are in place for decision making
process which ensures equitable, inclusive and sustainable supply of
water in urban areas.
• BWSSB – 1964 – looking after water supply systems in Bangalore
• Public Relation Office – 1986

6. ICT, Citizens’ Participation & Urban Water
Supply Governance
• Why there is need to combine all
the three approached
• Increasing population, pollution
and urbanization
• Speed of data generation, Analysis
and Response
• Two way Information Flow

7. Primary Research

8. Framework
• To Understand Governance
structure at BWSSB
• Citizen’s Participation
• Mechanism (ICT and non ICT)
• Data Generation, Analysis and
Security at BWSSB
• Result of Study

9. Methodology
• Quantitative & Qualitative semi structured interview
• Officers from BWSSB’s departments (13 Officers)
• Public Relationship Office
• Operation and Maintenance
• Project & Kaveri
• New Initiative & New Water
• Financial Advisor
• Questionnaire (Main Objective)
• Citizens participation, ICT tools, Sustainability & Equitability of Bangalore
water supply systems.

10. Analysis & Interpretation
• Data Generated through interviews
• 8 - Structured Questions
• Excel Sheet – Data Entry
• Key points appeared in interview

11. Key Points – Citizens’ Participation
• In sample size of 13 officers. 62% officers answered to question. Those who
answered question
• 63% of officers did not support for citizen participation at all.
• 37% officers were partially in favor of citizens' participation.
• 0% officers were in favor of no participation in decision making
• Reasons for not supporting
• Investment and cost is full filled by government and external agencies. People are
not paying the full cost of water. Crowdsourcing will lead to non decision making
scenario, Chairman and other members of the board has power and experience to
decide on behalf of citizens.
• Reason for partially supporting citizens' participation
• To improve service delivery, people should report about their problems regarding water supply
through medium provided by BWSSB.

12. Key points – Equitable Water Supply
• There is no data available to say whether citizens' are getting
equitable water supply or not.
• Bangalore people are not getting water on equitable manner. There
are number of reasons.
• Technological up gradation is required in controlling water flow system.
• Mobile population is very high which can not be controlled.
• Unrestricted development on the periphery of Bangalore.
• To meet needs of increasing population with dependency on Kaveri could not
be possible.

13. Key Points – Informing to Engaging Citizens
• Information available on website is sufficient to create awareness
among Bangalore citizen about water supply systems
• People engagement in decision making is not supported

14. Key Point – Sustainability of Water Supply
Systems in Bangalore
• 75% - Non Sustainable
• Population
• Depleting Ground Water
• Arkavati Dried
• Lakes beds are shrinking
• Kaveri can provide limited amount
• 25% - Sustainable
• Kaveri is sustainable source
• Statistics – Excel Sheet

15. Findings
• Citizens’ Participation is allowed up to certain level
• Manipulation (People views are considered through representative
democracy – Political Interference)
• Education (Theme park is available for citizens’ and students)
• Information (Website is designed to increase awareness level)
• Consultation (In case of grievance redress, to improve service delivery)
• Involvement, Partnership, Delegating Power, Citizens’ Control (No Sign)
Non ICT ICT
Water Adalats
Complaint Letters
Helpline Numbers (Call Centers)
Payment of bills
New User/Connection Registration
Contact Numbers of respective departments
Emails
Service stations – Maps
Information about BWSSB (Mission & Vision)

16. Findings
• No separate department to listen to citizens’ views
• No data Storage & Analysis
• No knowledge exchange session at ward levels
• Focusing on grievance redresser through ICT

17. Thank You