Performance Improvement Planning (PIP) and Information System Improvement Planning (ISIP)

UMC has undertaken various initiatives for improving performance of ULBs across wat-san sector. ISIP is also an integral component of the improvements in ULBs. The data provided by ULBs for most of the key performance indicators is of a low reliability. The overall focus for PIP and ISIP has been to develop a city-wide and cross-sectoral perspective. The actions for PIP and ISIP include no-cost or low-cost interventions and procedural and policy changes. The themes where UMC has initiated improvements are:

Public grievance redressal system (PGR)

UMC initiated a study on public grievance redressal system, focusing on improvement in reliability of data pertaining to complaints redressal and developing a model citizens’ charter for ULBs. The study has been conducted in 5 cities of Patan (Class A), Siddhpur (Class B), Petlad (Class B), Oad (Class D) and Anklav (Class D). UMC has reviewed the existing complaint redressal mechanism in these cities and has suggested improvements in the same. UMC conducted workshops and trainings for chief officers and city engineers and organized exposure visit to see efficient grievance redressal system of the Rajkot Municipal Corporation. 

UMC has also developed a simple excel based tool to record complaints and to generate monthly reports for decision makers. The emphasis is to value the recording of complaints so as to prioritize corrective actions. UMC is also in the process of developing a model citizens’ charter for ULBs of Gujarat. Download info poster; Download short-note; Download complaint monitoring tool; Report on review and improving public grievance redressal system in cities of Gujarat

Improvement in drinking water quality surveillance

The water quality data collected under PAS project reveals that more than 95% of the samples checked, are found fit for drinking. However, this data falls in the reliability band D, which means data pertaining to water quality was based on estimations by ULB staff due to lack of proper records. UMC reviewed existing water quality monitoring systems in three cities of Gujarat to understand existing practices in the water quality monitoring regime.

UMC with sector experts is developing a Standard Operating Procedure (SOP) on drinking water quality monitoring and surveillance for small and medium towns of Gujarat. The aim is to establish a uniform procedure for routine collection and testing of water samples for the purpose of drinking water quality monitoring. This SOP is targeted to the Chief Officers, Engineering, Health and Conservancy Department staff and/ or staff in-charge of routine inspection of water distribution system in ULBs of Gujarat. Download info poster; Download Standard Operating Procedure (SOP); Download water quality test regime tool

Waste water treatment

The focus here is to understand fecal sludge management processes in cities which do not have underground sewer network and to analyze the extent of waste water treatment processes.

Fecal Sludge Management: A majority of the households in Gujarat have on-site disposal systems. The focus was to understand the existing septage management process in cities. UMC initiated a study on septage management in Deesa (Class B) and Dhrangadhra (Class B) municipalities. The objectives of the study are to:

  • Understand septage management practice from source to disposal
  • Review current septage management practices by reviewing the role of ULBs in emptying of septic tanks, availability of appropriate  and adequate infrastructure, disposal of sludge, involvement of private companies, cost per emptying trip, assess the scope of use, reuse and sale of manure/ compost produced
  • Provide technical assistance to ULBs to improve their data recording formats

Review of Oxidation Ponds: About 63 cities in Gujarat have some extent of underground sewer network. However, only fifteen cities in Gujarat have functional oxidation ponds for waste water treatment. UMC with sector experts has initiated a study to review treatment efficacy of oxidation ponds and its O&M regime. The study aims to create a revenue model to reuse treated waste water that could lead to improved operation and maintenance of the waste water treatment plants. Download info poster

UMC initiated the study in 4 ULBs -Anklav (Class D), Balasinor (Class B), Oad (Class D) and Patan (Class A). UMC organized a workshop to discuss the study findings and recommendations with cities and is preparing Standard Operating Procedures (SOP) on waste water treatment.

Cost recovery and improvements in tax collection efficiency

One of the key focus areas for the PAS project is to increase financial viability for provision of water and sanitation services- either through efficiency improvements, tariff reforms or increased collection of dues.

Cost Recovery: UMC reviewed cost recovery in 4 cities - Anand (Class A), Patan (Class A), Siddhpur (Class B) and Dwarka (Class C). The study has attempted to calculate cost recovery for the water supply sector by identifying the accrued income and expenditure of these cities. The major task in identifying expenditure items was to locate unpaid electricity bills and bulk water purchase bills. After having identified the “real” cost recovery, the study presents recommendations for cities to enhance cost recovery.

Collection Efficiency: UMC benchmarked processes of a few municipalities that have excellent efficiency in collection of taxes. Based on this study, UMC has identified key steps that a ULB needs to undertake to enhance its tax collection efficiency. 

ISIP in Vadodara Municipal Corporation

UMC is assisting Vadodara Municipal Corporation in preparing information system improvement plan (ISIP) for water supply and sewerage. The aim of this ISIP is to:

  • Improve data recording, processing/ usage and reporting
  • Improve data reliability as per SLB definitions
  • Implement innovative tech-solutions for information system
  • Improve on-ground service delivery of water supply and sewerage in Vadodara demonstrated with the help of improved data/ information systems

The UMC team has had several discussions with the engineering staff of water supply and sewerage and carried out a detailed review of existing format, monitoring systems and the data flow. An exposure visit for VMC staff to learn from SCADA system and 24x7 water supply systems of Navi Mumbai and Nagpur municipal corporations has also been undertaken. Download Study tour reportDownload info poster

Citizens’ feedback

UMC initiated a survey to gain citizens feedback on water and sanitation services in the city of Mehsana. UMC collaborated with the WSP (Water and Sanitation Program) of the World Bank to contextualize their “SLB Connect” mobile application for the survey. The survey was carried out across 1400 households in the city including 300 slum households and it captured their feedback on availability of water and sanitation services, usage, quality and reliability of these services and their satisfaction levels. The questionnaire for the mobile application was in Gujarati language. UMC engaged women enumerators from Mahila Housing Trust for conducting the household surveys. The mobile based survey reduced time lag between survey and results, improved quality control of the survey process, enables repeat survey and replicability and leverages reach of mobiles to widen citizen engagement. This tool not only enables the municipal administrators to use this citizens’ feedback to prioritize and improve services, but also provides good platform to engage citizens in performance monitoring processes and encourage citizens to demand better service. Watch Film; Download short-note; Report on assessing citizens' feedback for wat-san services