Hearty Welcome to the

Hon. Chairman

and

Senior Officials of BWSSB

Bengaluru

Feedback from Consumers and Service providers

A Study by Public Affairs Centre (PAC)

In association with The Office of the Executive Engineer (New Initiatives and Public Outreach)

BWSSB

A not-for-profit non-partisan think tank established in 1994

and located in Bangalore

Our Vision – Work towards improving governance in India

Our Mission – make citizens and civil society organisations

play an active role in improving governance through

evidence-based advocacy to influence policy

Scope of work - undertake and support research, publish its

findings, facilitate collective citizen action through awareness-

raising and capacity-building activities, create forums for

citizen-provider interactions

A survey-based user feedback accountability tool for service delivery improvement - to be used by civil society to demand better services, and the service provider to diagnose gaps and initiate or strengthen reform measures

Type of information generated -

Availability, Access & Usage

Quality & Reliability

Incidence & Types of Problems

Responsiveness of Service Providers

Cases of Corruption - Extortionary vs Voluntary

Overall Satisfaction

Across sectors, geographical regions, demographic profiles – income, gender

Carried out for various government departments including the Karnataka State Police Department (GoK), BESCOM, Karnataka Jnana Aayoga, and the State Planning Board (GoK), Sarva Shiksha Abhiyan (GoK).

For government departments in other states – Madhya Pradesh Urban Development Department, Bihar Urban and Rural Development Departments (PAF), for the Delhi government (PAF).

Invite from BWSSB to carry out an assessment of their

services using the Citizen Report Card (CRC) approach and

covering both users and providers

Based on the studies already conducted by PAC for the

Karnataka State Police Department (KSPD) and Bangalore

Electricity Supply Company (BESCOM)

To systematically assess the quality, responsiveness and outcomes of the basic services provided by sub-divisional and service stations to the BWSSB users,

To generate a better understanding of the problems and

constraints being faced by the BWSSB staff in their role as service provider to the community, and

To assist BWSSB to use the information and knowledge

generated through the study so that actionable policies and remedies can be formulated

Approval of questionnaire and sampling design

Letter of Agreement

Approval of Proposal and signing of MoU

Formation of Core Committee (CC)

Scoping exercise (Visits to Sub-division office)

Preparation and submission of questionnaire to CC

Submission of inception report

Submission of interim report

Phase -1

Selection of survey agency

Phase-2

Two 3-day training programmes for interviewers

Data collection from users and service providers (using Open desk kit software)

..

Visit to Cauvery Head Works, Treatment plants

Quality Monitoring (Spot check, back check, scrutiny)

Periodic Submission of Project Progress Reports

Phase-3

Data analysis and interpretation

Preparation and submission of draft report

Holding of Core Committee meeting for feedback on report; feedback from other senior officials

Revision and Submission of revised report; presentation of findings

Users from all

subdivision (2057)

Providers

EE,AEE,AE, JE, water inspector, Valve man,

Meter Reader, Sanitary worker, Drivers

Staff from Cauvery Head Works, Treatment plants, pumping stations, Wastewater Management, Plumbers

Respondents – 72.5% male and 27.5% female

Average size of houses covered – around 1001 sq. ft.

41% of the users had houses with ground floor only

Average monthly income of per household – Rs.20,800 and expenditure Rs.10,300

Cauvery water through tap at home is the main source of BWSSB water supply for 65% households.

Other sources used include public tap (20%) and public handpumps (10%).

Duration on day of

water supply

% N

Less than one hour 3.1 64

One to two hours 20.4 420

Two to three hours 48.2 992

Three to five hours 16.6 341

More than five hours 9.7 200

Don’t Know 1.9 40

Total 100 2057

More than half the consumers receive water once in two days, followed by those getting it once in three days.

On the days of water supply, less than half receive it for 2-3 hours while one-fifth receive it for 1-2 hours

Water mainly received between 7am and 12 noon (61% users) Majority of the consumers (85%) found the water to be adequate; coping

through BWSSB provided borewell water (10% users), along with purchase of water, and additional use of public taps.

Pressure of water supply: 61% consumers reported medium.

Adequacy for water supply: 84.6% consumers receiving daily water supply were satisfied.

Quality of water: One-fourth each of the consumers expressed that the colour of water was muddy and was having odour.

82% said that the water supplied by BWSSB was sweet in taste.

Breakdown in water supply: reported by 20% consumers, reasons including leakage in the pipe line, bursting of water pipe and diversion of water from the main line.

Satisfaction with quality and quantity of water: 68% expressed complete satisfaction, while 24% expressed partial satisfaction.

An overwhelming majority of consumers (96%) applied through licensed plumbers (procurement of application form to installation of connection).

Reasons being – lack of time (58%), for faster processing (56%), and lack of information (49%)

Average payment made for the same – Rs. 8349/- with connection received in about 21 median days

Remaining 79 consumers who applied directly and then used plumber for installation reported an average payment of Rs. 5241/- (including plumber charges).

Indicates lack of uniformity in amounts charged by plumbers.

Procuring necessary documents from other agencies to go with the application required another average payment of Rs. 13,437/-.

However, 89% found the process of applying and getting a new connection easy.

Nearly 86% of the consumers expressed overall satisfaction with the whole process.

Rainwater harvesting system 96% did not have Rain water harvesting. Those who have the system had to spend an average of

Rs. 11,121/- per unit. Manholes Nearly 20% consumers reported problems with manholes Leakage of water pipes 10% users noticed leakage in the pipeline near their house. Among those who noticed leakage, 68% brought it to the

notice of the BWSSB authorities. 72% reported action taken by the BWSSB to stop leakage Checking of water theft reported by 22% consumers. Irregularity in water supply some times reported by 22% consumers; 39% reported lack of advance notice.

Only 4.2% consumers faced problems Nature of problems faced by the consumers

Nature of problems % N

Irregular water supply 62.8 54

Related to water pipe breakdowns 38.4 33

Meter complaints 22.1 19

Related to irregular receipt of bills 22.1 19

Less water supply compared to earlier quantity but charging more as usual 15.1

13

Unauthorized pumping of water from the direct line 9.3

8

Related to supply timings 24.4 21

Related to quality of water supplied 16.3 14

Related to water pressure 34.9 30

Related to breakdown of public sources 12.8 11

Suspected contamination of water 17.4 15

Total 100 86

56% complained - individually and in groups, on phone, through helpline and news paper

6% got acknowledgement Average three visits to BWSSB for follow up of the

complaint Problem was not solved for 62% of the complainants For the rest, it took an average of eight days to resolve the

problem. 44% of the respondents who faced a problem did not

contact BWSSB for resolving their problems, reasons being lack of awareness regarding procedure (68%), whom to complain to (45%) and lack of belief in grievance redress (53%)

Overall satisfaction of BWSSB services:

81% completely satisfied, 18% partially satisfied and 1% dissatisfied.

Improvement in the overall quality of services compared to one year ago

% N

Improved 24.5 503

No change 57.0 1,172

Deteriorated 1.7 35

Don’t Know/Can’t Say 16.9 347

Total 100 2,057

Consumer Charter - 3% aware about the booklet, only 34% of them have seen the booklet.

Water adalat – 6% (125 users) aware , only 12% (15 users) of them participated.

Website – nearly 3% seen the website and 98% expressed it as user friendly

Water saving advertisement % N

Yes, in news paper 62.5 1,285

Banners 23.9 492

Pamphlets 14.6 301

Hoardings 14.3 295

In TV 76.6 1,576

Website 2.7 56

Radio 52.5 1,079

Not seen 10.7 221

Total 100 2,057

Nearly half of the consumers in North division were not fully satisfied with the quantity of water supplied

Almost half of the consumers in South East division expressed partial or dissatisfaction with the quality of water

In North West division, 33% of the consumers found the process of application for a new water connection difficult; while in East, West, South and South West divisions all consumers found this easy

More respondents from East, North and North West divisions were dissatisfied with the current grievance redress system

More than 75% of the respondents across the divisions were completely satisfied with the overall service aspects of BWSSB

West (81%), North West (76%) and Central (76%) Divisions expressed complete satisfaction regarding quantity of water

North division lowest rating- (56%) completely satisfied Dissatisfaction: North (15%) and East (12%)

Category of staff:

Executive Engineer Assistant Executive Engineer Assistant Engineer Junior Engineer Valve man Meter reader Water Inspector Sanitary worker Driver

98% respondents are men.

Average age of the respondents was 43 years, 32.5% were aged above 51 years and around 46% were in the 26-40 years age group.

Qualification: 39% were diploma holders, 26% engineering graduates and 15% graduates; 8.6% were illiterates.

Mode of commute to office: 20% used public transport, 67% own vehicles and 7% office vehicle and rest are other mode

57% serving in the same place/office for one to five years; 15.7 % reported six to 10 years.

51% reported duty hours of 8 to 12 hours on any normal working day; more than one-third (34%) work for 13 to 16 hours in a day.

Taking Leave: 80% as and when required; 63% get their weekly off regularly, 19% sometimes and 18% never got the weekly off.

88% did not undergo any training during the last three years; 83% of them felt that they did not need any training

57% serving in the same place/office for one to five years; 15.7 % reported six to 10 years.

51% reported duty hours of 8 to 12 hours on any normal working day; more than one-third (34%) work for 13 to 16 hours in a day.

Taking Leave: 80% as and when required; 63% get their weekly off regularly, 19% sometimes and 18% never got the weekly off.

88% did not undergo any training during the last three years; 83% of them felt that they did not need any training

57% of the respondents replied in positive. 77% through informal praise by the senior officers,

28% public acknowledgement and 21% formal certificates.

61% expressed satisfaction for the present system of recognizing good work, 39% not satisfied.

BWSSB may consider rewarding staff: Awarding merit certificates in a public function.

Periodic performance, sending on exposure visits and by deputing for trainings inside and outside.

88% of the respondents were aware of conducting Water Adalats.

95% reported that Adalats are held once a month.

20% informed that they always participated in the Water Adalats; 47% never attended.

93% Adalats were useful to the consumers in resolving their problems and the decisions taken there are implemented (99%).

60% aware of the instances where consumers used motors to pump water illegally from the main line without meter.

85% informed that connections were stopped in such cases while 14% reported that the connections were regularized.

80% of the officials were aware of illegal water connections in their area of operation/jurisdiction.

Illegal or unauthorized water connection and theft of water pipes were reported by some 7% each.

Encourage public to approach BWSSB directly for application process; simplify the process of application with minimum supporting documents

Create awareness among people about the services provided by BWSSB, the process of application for a new domestic connection, fee to be paid and details of persons to be contacted in case of problems and the process of lodging a complaint.

Establish a strong grievance redress system and put up the details in the public domain for the benefit of the public.

Constant monitoring through lab checks for quality of water supplied.

Strict monitoring by the field staff to prevent water thefts and plug leakages in supply lines.

Create single window system for channelling the supporting documents to minimize corruption.

Although there is a well designed web site, the access to it is very low.

Incorporate major notifications in the monthly water bills which have a vast coverage of consumers.

Develop and adopt a strict work schedule for release of water with a constant pressure and notify it accordingly for the information of the public.

Use drinking water only where required and use treated water for other purposes.

Adopt rain water harvesting system and use rain water. Public and other departmental awareness should be increased to use

treated water for non-potable purposes. Water saving should be recognised by giving incentives. Modern technology should be used for toilets; e.g. Auto flush toilets,

urinals without water. Water can be saved by using perforated showers at bath rooms, by not

using hose pipes for washing car, unwanted cleaning of houses, compounds, etc.

Water saving methods should be printed on backside of the water bill. Unaccounted water should be measured and public taps should be

avoided.

Proper maintenance of database:

Dissemination of information (rainwater harvesting, reporting of leaking water lines, or water thefts)

Need for continuous benchmarking

Streamline the new water connection process

Change BWSSB Helpline from 080 2223 8888 to a 4-digit number

Help desk, grievance Redress system

Water theft / Illegal water connection (TV, Radio, Newspapers, and announced in Water Adalats)

Increase staff strength, capacity building and upgradation of technology (transfer, award, reallocation of staff)

Strengthen awareness (Our Customer Charter, Facebook, TV, radio, Bangalore One)

App for bill payment.

Usage of treated water (through a marketing professional)

Improve the sewerage system (BBMP, BDA and Pollution Control Board), establish small treatment plants in private hospitals as well.

THANK YOU!