SLB CONNECT
Leveraging mobile media for enhancing service levels
through citizen engagement
Water & Sanitation Program
Feb...
Service Level Benchmarks (SLBs)





Initiative of the Ministry of Urban Development (Govt of India)
Monitoring perfor...
SLB-CONNECT
Using ICTs to track service delivery from the citizen's
perspective – "service experience"
SLB Connect
Nationa...
SLB CONNECT - Why use ICTs?
• Reduce time lag between survey and results
• Improve quality control of survey process
• Ena...
SLB CONNECT in Pimpri Chinchwad
1. Develop a mobile-to-web ICT solution for systematic
collection and analysis of feedback...
Field visit before
commencing the project

Understanding Water
Zones in PCMC
Enumerator
Training

Solution Scoping
Discuss...
Solution Architecture

2) Survey
Management
Module

3) Dashboard for
Results Analysis

1) Mobile Application
for Survey
1) Mobile App for Survey
Data submitted on
real-time basis
Greater accuracy
through geo tagging
and time stamping

Open so...
2) Survey Management Module – Features
• Remote monitoring and management of survey
• Verification/ Exceptions flagging
• ...
Households Surveyed - map
Dashboard – Snapshot
Dashboard – Detailed analytics
Water Supply

Sanitation

Access to water

Access to Toilets

Continuity

- Type; Quality of access

Mode of disposal of w...
www.slbconnect.in
Demo…
Indicators for tracking performance
Access

% HHs with indiv/ shared connections
[SLB: - do - ]

Continuity

Duration of s...
Water & sanitation Program_SLB _2013
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Water & sanitation Program_SLB _2013

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Leveraging mobile media for enhancing service levels through citizen engagement

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  • Connect – between citizens and govt between water & sanitation sector and ICT
  • 2003-06 2 rounds of Benchmarking, 10-11 ULBsSLB unique – covers 4 sectors. Data reliability scale. Linked to planningEmbedded in other programs – DfID’s Bihar pgm, ADB adopting, WB engagements in statesLinked to improvement planning
  • ICT solutions can be made. But our attempt here is to build something that is lodged in the sector and institutional context. It is
  • Track progress of surveyEnumerator performanceFlag and review exceptionsQuality assurance checksService scorecards at - City/ Ward/ Zone level- Slum settlements- Indicator level analytics- Comparisons
  • Water & sanitation Program_SLB _2013

    1. 1. SLB CONNECT Leveraging mobile media for enhancing service levels through citizen engagement Water & Sanitation Program February, 2013
    2. 2. Service Level Benchmarks (SLBs)     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. 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. 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. 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. 6. Field visit before commencing the project Understanding Water Zones in PCMC Enumerator Training Solution Scoping Discussion with water department in PCMC
    7. 7. Solution Architecture 2) Survey Management Module 3) Dashboard for Results Analysis 1) Mobile Application for Survey
    8. 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. 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. 10. Households Surveyed - map
    11. 11. Dashboard – Snapshot
    12. 12. Dashboard – Detailed analytics
    13. 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. 14. www.slbconnect.in
    15. 15. Demo…
    16. 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]

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