SLB Connect for Urban Water Supply and Sanitation : Using ICTs for Citizen Feedback Surveys to Mainstream Demand-side Monitoring

Bhatnagar, Vandana ; Wright, Andrew

World Bank, Washington, DC

关键词: water and sanitation;    urban water;    wastewater treatment;    solid waste;    drainage;   

RP-ID  :  113181

学科分类：社会科学、人文和艺术（综合）

来源: World Bank Open Knowledge Repository

【 摘 要 】

SLB Connect is an initiative of theWorld Bank’s Water and Sanitation Program, developedinpartnership with India’s Ministry of Urban Development(MoUD), to complement the Ministry’s ServiceLevel Benchmarks(SLB) program. Under the SLB program, providers of watersupply, wastewater, solidwaste management and storm-waterdrainage services report data on a standardized set of 28performance indicators. Grants to municipalities have beenlinked to reporting on these indicators, and, over time, SLBdata have become an integral component of India’s urbanprogramformulations. SLB Connect complements SLB data bygathering feedback from the citizens who use those services.The demand-side data are intended to improve tracking ofservice outcomes,provide a reality check for supply-sidedata reported by providers, identify problems withserviceoutcomes at local (ward/zone) level, identifyinequities by user groups (for example, households in slumsettlements), and ultimately improve service providers’accountability to citizens. The SLB Connect programleverages the use of Information and CommunicationTechnologies (ICTs) for collecting feedback, which fits withthe Government of India’s broader interest in using ICTs tostrengthen citizen engagement for improving servicedelivery, including through the development of the Nationale-Governance Plan. As ICTs continue to develop, there willbe increasing opportunities to make processes for gatheringcitizen feedback more intelligent, inclusive and efficient –and thereby leverage its use in decision making forimproving service outcomes.