This document discusses moving from solely monitoring infrastructure coverage to monitoring actual water services delivered. It outlines challenges with only measuring coverage and functionality. It proposes monitoring three aspects of water services: 1) the services provided, 2) the service providers, and 3) the service authorities. Specific metrics for each are described, including reliability, affordability, quantity, and quality of services. Monitoring data can be used to inform planning and target improvements to ensure water services last.

1. Harold Lockwood Aguaconsult - IRC Brisbane, Australia May 2011 Session B3.B Changing the narrative: from counting infrastructure to monitoring services

2. What does ‘coverage’ mean in practice?

4. Functionality is a one-off check which cannot measure sustainability

6. MONITORING TO SUPPORT SERVICE DELIVERY The services provided 2. The service providers 3. The service authorities

8. Affordability (cost per unit)

9. Quantity (l/p/d available)

10. Quality (normative criteria)

11. Round trip time or distance (< 30 mins.)

12. Numbers sharing access (crowding)User satisfaction is an important dimension of service

13. The service ladder approach High High service: 60l/c/d on demand Often normative level for rural services Intermediate Intermediate service: 40l/c/d <30 min/day Basic Basic service: 20l/c/d <30l/c/d min/day Sub-standard Sub-standard: lacking basic criteria >=5l/c/d No service No service: poor quality, distant etc < 5l/c/d

15. Financial (tariffs, accounts)

16. Management and organisational (record keeping, dispute resolution)

19. Planning and coordination

20. Letting of contracts

21. Support to service providers

23. Making use of the OUTPUTS So what? Monitoring is only useful if it leads to action

24. sIAR HONDURAS – CLASSIFICATION SYSTEM Monitoring data used to inform planning decisions and proactive interventions at local level – classification allows identification of risk factors

26. Eleven ‘golden’ indicators, including functionality

27. League tables with performance assessments

28. Trend analysis over time – consolidated reporting

30. Adopt common indicators and analysis

31. Support improved performance management systems