SLB Connect for Urban Water Supply and Sanitation : Using ICTs for Citizen Feedback Surveys to Mainstream Demand-side Monitoring
SLB Connect is an initiative of the World Bank’s Water and Sanitation Program, developed inpartnership with India’s Ministry of Urban Development (MoUD), to complement the Ministry’s ServiceLevel Benchmarks (SLB) program. Under the SLB program, pro...
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| Language: | English en_US |
| Published: |
World Bank, Washington, DC
2017
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| Online Access: | http://documents.worldbank.org/curated/en/559741488813764280/SLB-connect-for-urban-water-supply-and-sanitation-Using-ICTs-for-citizen-feedback-surveys-to-mainstream-demand-side-monitoring http://hdl.handle.net/10986/26297 |
| Summary: | SLB Connect is an initiative of the
World Bank’s Water and Sanitation Program, developed
inpartnership with India’s Ministry of Urban Development
(MoUD), to complement the Ministry’s ServiceLevel Benchmarks
(SLB) program. Under the SLB program, providers of water
supply, wastewater, solidwaste management and storm-water
drainage services report data on a standardized set of 28
performance indicators. Grants to municipalities have been
linked to reporting on these indicators, and, over time, SLB
data have become an integral component of India’s urban
programformulations. SLB Connect complements SLB data by
gathering feedback from the citizens who use those services.
The demand-side data are intended to improve tracking of
service outcomes,provide a reality check for supply-side
data reported by providers, identify problems with
serviceoutcomes at local (ward/zone) level, identify
inequities by user groups (for example, households in slum
settlements), and ultimately improve service providers’
accountability to citizens. The SLB Connect program
leverages the use of Information and Communication
Technologies (ICTs) for collecting feedback, which fits with
the Government of India’s broader interest in using ICTs to
strengthen citizen engagement for improving service
delivery, including through the development of the National
e-Governance Plan. As ICTs continue to develop, there will
be increasing opportunities to make processes for gathering
citizen feedback more intelligent, inclusive and efficient –
and thereby leverage its use in decision making for
improving service outcomes. |
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