Republic of India : Service Level Benchmarking, Citizen Voice and Performance Improvement Strategies in Urban Water Supply and Sanitation
This synthesis report details the process, outputs and intermediate outcomes of the Water and Sanitation Program - World Bank (WSP) Technical Assistance (TA) to Service Level Benchmarking, Citizen Voice and Performance Improvement Strategies in Urb...
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| Language: | English en_US |
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World Bank, Washington, DC
2016
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| Online Access: | http://documents.worldbank.org/curated/en/2016/05/26412724/india-service-level-benchmarking-citizen-voice-performance-improvement-strategies-urban-water-supply-sanitation-project-synthesis-report http://hdl.handle.net/10986/24729 |
| Summary: | This synthesis report details the
process, outputs and intermediate outcomes of the Water and
Sanitation Program - World Bank (WSP) Technical Assistance
(TA) to Service Level Benchmarking, Citizen Voice and
Performance Improvement Strategies in Urban Water Supply and
Sanitation (UWSS) in India. This technical assistance (TA)
sought to strengthen accountability for service outcomes in
urban water and sanitation, by providing support for
strengthening (i) supply and demand side monitoring
processes under national programs, and (ii) integrating use
of performance data into decision making by public providers
in select states, with specific focus on services to the
poor. This TA was a continuation of WSP’s past technical
assistance to the Ministry of Urban Development (MoUD) on
adoption of benchmarking and accountability processes for
the urban water supply and sanitation sector. During the
period 2008-12, WSP had extended support to MoUD for
development of the Handbook on Service Level Benchmarks
(SLB), implementation of a national pilot followed by its
rollout across the country. This TA was designed to provide
follow up support for deepening of these performance
monitoring and reporting processes, and activate demand side
monitoring mechanisms to strengthen accountability. This TA
has contributed to the following outcomes: (a) Demonstrated
an innovative approach for ICT-based citizen feedback
processes (“SLB Connect”) which has been leveraged for
conduct of city level ratings under a national urban
program, informed preparation of city level service
improvement plans, and been integrated in the design of a
Bank funded project. (b) Strengthened use of performance
data for planning and investment processes in one state
including development of a prioritization framework to guide
allocations. (c) Supported analytical work and advocacy for
strengthening of performance monitoring processes at the
national and state levels. Going forward, in the Indian
context, it would be important to operationalize the
National Performance Monitoring Cell (NPMC) at the earliest,
so that it can further strengthen performance monitoring
processes in the sector. |
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