Development of service delivery indicators for rural water services
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Transcript of Development of service delivery indicators for rural water services
WATER SERVICES THAT LAST …1
DEVELOPMENT OF SERVICE DELIVERY INDICATORS FOR RURAL
WATER SERVICES
May 2013
WATER SERVICES THAT LAST …22
DEFINING SERVICE DELIVERY INDICATORS:
Service Delivery Indicators Developed at Four levels:
• Services Delivered
• Water User Level
• Service Management Level
• Service Authority
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INDICATORS FOR SERVICE DELIVERED
Indicators water service Sub indicator water service
Water quality Users’ perception of colour
Users’ perception of taste
Users’ perception of odour
E. Coli
TDS
Turbidity
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INDICATORS ON SERVICE DELIVERED
Indicators water service Sub indicator water service
Water quality Users’ perception of colourUsers’ perception of tasteUsers’ perception of odourE. ColiTDSTurbidity
Water quantity Water quantity that can be delivered by the protected water sourceWater quantity accessed by users
Accessibility No. of users of the facilityWalking time
Reliability Duration of interruption of water serviceSeasonal variations of water qualitySeasonal variations of yield of the water source
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INDICATORS ON WATER USERS’ SATISFACTION AND OWNERSHIP WITH
SERVICES
Indicator users’ satisfaction with service delivered
Sub indicator users’ satisfaction with service delivered
Users’ satisfaction with water quality
Users’ perception of colourUsers’ perception of tasteUsers’ perception of odour
Users’ satisfaction with water quantity
Users’ satisfaction with quantity of water collected
Users’ satisfaction with accessibility
Time users spend for walking to the water point (proxy indicator for the distance of the water point)
Time users spend queuing at the water point (proxy indicator for the No. of users of the water point and possible yield problems)
Users’ satisfaction with reliability
Users’ satisfaction with continuity of the water serviceUsers’ satisfaction with yield of water during the dry season
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INDICATORS ON SERVICE MANAGEMENT
Indicator WUC performance Sub indicator performance WUC
WUC internal governance WUC members elected by water usersWUC keeps records on key decision points from executive meetings
WUC composition No. of active WUC members WUC is gender-balancedAt least 1 women in a key position in the WUC
Performance of administrative tasks by the WUC
WUC keeps a register of usersWUC keeps financial records WUC collects user fees WUC holds meetings with usersWUC informs users about status of the O&M fundWUC enforces local water user rules
Performance of technical (O&M) tasks by the WUC
WUC ensures that preventive maintenance is carried out
WUC brings in Hand Pump Mechanics to carry out minor repairs
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INDICATORS ON PERFORMANCE OF SERVICE AUTHORITY
Indicator Service Authority performance Sub indicator performance Service Authority
District planning EquityCommunity mobilisation by the service authority before the provision of the water facility
Community capital cash contributionPreparation of a realistic and viable 3 year O&M plan with guidance from the District and Sub-County
Support and supervision to service provider
The DWO ensures that capacity of the WUC is built and sustained District ensuring that assessments are conducted on non-functional water facilities
Construction supervision Districts ensuring that construction of new facilities / rehabilitation works are supervised
Monitoring Annual monitoring of functionalityWater quality monitoring Monitoring of WUCs activitiesWhat does the service authority do with the data coming from monitoring?
Coordination and harmonisation Coordination of sector stakeholders (holding stakeholders accountable, DWSSCC meeting)
Accountability to national level Financing of services
WATER SERVICES THAT LAST …8
SDI WORKING TABLE
Example SERVICE DELIVERED
Indicator water service
Sub indicator water service
Collection method / Means of verification sub indicator water service
Question sub indicator water service and possible answersCOLLECTED IN THE FIELD
Benchmark for values sub indicator water serviceCALCULATED IN THE DATABASE
Benchmark for score indicator water service CALCULATED IN THE DATABASE
Water quality
Users’ perception of colour
Interviews with users5 interviews, with every 5th visitor of the water point
How do you feel about the colour of the water?Possible answers: Very unhappy Unhappy Happy Very happy Don’t know
At least 4 “Very happy” or “Happy” = 1
Less than 4 “Very happy” or “Happy” and less than 2 “Don’t know” = 0
At least 2 “Don’t know” = Not Available
Score water quality is between 0 and 1
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TENTATIVE WORK PLAN
1. Agreement on Rationale for SDIs – May 20132. Develop methodology for data collection – June3. Design digital system for collection, analysis
(Makerere University) June – July 20134. Conduct test round for Data collection - Aug 20135. First full data collection round – October 20136. Data processing and Analysis Nov – Dec 20137. Development of training materials Nov – Dec 20138. Second data collection round- May 2014
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EXPECTED OUTPUTS
1. Digital system for collection & analysis of SDI data –(Linked to Mobile for Water Database & Water Atlas)
2. Guidelines for collection, processing & storage of data
3. Guidelines on Analysis and Use of SDI data
4. Service Delivery Index
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EXAMPLE ON HOW SERVICE DELIVERY INDEX WORKS
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Thank you