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Monthly Report

(Third Party Inspection & Monitoring Report of Night Shelter in NCR of Delhi)

Period: 16th February to 17th March 2019 (4 weeks)

Engagement of Third-Party Inspection Agency for Overseeing the Implementation of

Contractual Obligations of Works of Operation and Management of Night Shelter

Clusters in NCR of Delhi through Shelter Management Agencies (SMAs)

Third Party Inspection by: Impact and Policy Research Institute (IMPRI), New Delhi

March 2019

Submitted to:

Delhi Urban Shelter Improvement Board (DUSIB), Govt. of NCT of Delhi

Submitted by:

Impact and Policy Research Institute (IMPRI), New Delhi

प्रभाव एवं नीति अनुसंधान संस्थान www.impriindia.org

4C, K-Block, Saket, New Delhi-110017

[email protected] [email protected] +91-11-42630976 +91-9911195184

http://www.impriindia.org/

mailto:[email protected]

mailto:[email protected]

Executive Summary

This report contains a detailed analysis and summary of the task of Inspection (starting from

16th February 2019) executed by Impact and Policy Research Institute (IMPRI) as a Third-

Party Inspection Agency for Overseeing the Implementation of Contractual Obligations of

works of Operation and Management of Night Shelter Clusters through Shelter Management

Agencies (SMAs) in NCR of Delhi for Delhi Urban Shelter Improvement Board (DUSIB).

After the completion of first month (four weeks), several steady and positive improvements have

been observed over the weeks. Certain deficiencies have been discovered as well in many

segments during the same period and reported to DUSIB. The proforma for inspection have

been revised as per the SMA-DUSIB agreement covering the dimensions of manpower

requirements, display, records, water, sanitation, hygiene and cleanliness, equipment and

fittings requirements (where available), retiring facilities and cleanliness requirements, safety

and security and others. Proper monitoring mechanism have been put up for reporting and

ensuring desired operations and management of the night shelters.

In the latest week (week four), status of deficiencies of few selected indicators in the night

shelters are as follows: caretaker not present – 1.8%; sweeper not attending the NS – 4.1%;

duty roster board of staffs not displayed properly – 3.6%; visitor register not maintained –

2.7%; non-availability of water for WC/bath – 10.9%; non-availability of drinking water from

DJB/RO – 9.1%; bad status of cleanliness of WC/bio-digester/baths – 7.3%; bad status of

cleanliness inside the premise – 2.7%; bad status of cleanliness outside the premise – 3.6%;

bad condition of functionality of fittings and fixtures – 1.4%; bad condition of general inside

upkeep – 0.9%; bad condition of building/porta cabin – 1.4%; first aid box not maintained –

6.8%; fire-extinguisher not in working condition – 8.2%; and, bad satisfaction level of

residents regarding facilities – 3.2%. Details about these deficiencies, in the inspection

proforma (with signature of caretakers) have been submitted to DUSIB, and appropriate action

in form of penalty or others will be undertaken for the respective SMAs by DUSIB.

Some of the most emerging issues from these four weeks inspection is of water, sanitation,

hygiene and cleanliness, as well as fitting & fixtures. While the night shelters within the core

of the city and near to transit locations experience higher occupancy and thus faces issues of

water and sanitation, whereas the night shelters in the outer part of city experiencing not so

high occupancy suffers from lack of adequate infrastructure in the aspects of water and

sanitation and general upkeep. Several of these issues are already known to SMAs and DUSIB,

and are under some sort of process to fix the issues soon. Some of the issues pertaining to water

and sanitation and electricity were also arising in the analysis due to the temporary tent’s

facilities (which offers limited facilities), as per winter plan, which is expected to end by March

2019.

Through periodic inspection and monitoring of each of the night shelters, the condition of the

night shelters can be projected to improve in the right direction and help in making these night

shelters facilities by DUSIB as best practices and light house to other parts of the country. It

will periodically cater to the needs of the target population, i.e. the homeless of the NCR of

Delhi, and fulfil their basic right to dignified shelter.

Contents

Executive Summary

1 Background 1

2 Brief Summary of Findings 4

About the Inspection 4

a Manpower requirements 5

b Display 6

c Records 7

d Water, sanitation, hygiene & cleanliness 8

e Equipment & fittings 10

f Retiring facilities & cleanliness 11

g Safety & security 12

h Others 13

i Immediate issues 13

j Emerging Issues 14

3 Conclusions 16

4 Annexures

I Cluster wise night shelter details

II Night shelter – maps (from DUSIB website)

III Old proforma for inspection

IV New proforma for inspection

V Proforma for reporting issues immediately to DUSIB

VI Team details

1 www.impriindia.org

1. Background

Delhi Urban Shelter Improvement Board (DUSIB) under the Government of NCT of Delhi is the

nodal agency for providing the facility of night shelters having basic amenities. Through a

Notice Inviting Tender (NIT) Number - 18/DD (NS)-I/DUSIB/2018 dated on 26th December

2018, the DUSIB invited agencies for the engagement of a third-party inspection agency for

overseeing the implementation of contractual obligations of works of operation and management

of night shelter clusters in NCR of Delhi through Shelter Management Agencies (SMAs). After

the due bidding process of tendering, the Impact and Policy Research Institute (IMPRI) won the

bid contract and was allocated the work - Construction and Management of Night Shelters under

the subhead - Engagement of Third-Party Inspection Agency for Overseeing the Implementation

of Contractual Obligations of works of Operation and Management of Night Shelter Clusters

through SMAs in NCR of Delhi on February 14, 2019 for the duration of 6 months.

Throughout the year, DUSIB is committed to providing shelters to fulfilling the human and

fundamental right to shelter to the homeless people dispersed all over the capital of India. In

order to counter the challenge of homelessness for the urban homeless, regardless of seasons of

chilling winter, scorching heat waves in summer, or rains during monsoons, DUSIB operates

various types of night shelters that accommodates men, women, children, families, elderly,

disabled, as well as rescue and drug addicts.

Currently (March 2019), DUSIB have 220 Night Shelters (NS) locations under its purview, that

can accommodate a total of 17945 urban homeless people at a time (Annexure I). These

comprise of 76 NS in permanent buildings or RCC buildings with a capacity of 9255, 114 NS in

porta cabins with a capacity of 7175 and the rest 30 in tents (as per the winter plan) with a

capacity of 1515 (Table 1.1).

Table 1.1, Night Shelter Types, Locations and Capacity under DUSIB, March 2019 Night Shelter Type Locations Capacity

RCC BUILDING 76 9255

PORTA CABIN 114 7175

TENT (as per winter plan only) 30 1515

Total 220 17945

Source: DUSIB website http://www.delhishelterboard.in/

Note: Total tent units 60, Location of Temporary Shelters 30, 190+60= Total night shelters are 250.


http://www.delhishelterboard.in/


DUSIB is obliged to provide the required project facilities in each night shelters. It has mandated

that each night shelter must be equipped with sufficient numbers of beddings, blankets, durries,

jute mats, first aid kits, water tanks, geysers, desert coolers, RO system/water dispenser, TV sets,

fans, mosquito nets, electricity and emergency lights, toilets with bio-digester/dustbins, etc. The

overall aim is to provide better living conditions to the homeless people at the night shelters that

are to be operated and managed by the Shelter Management Agencies (SMAs). The respective

SMAs have the duty to look after, maintain and manage the project facilities within the premise

of night shelters. Table 1.2 shows the SMA-wise allocation of various types of night shelters.

Table 1.2, Shelter Management Agencies and Type of Night Shelters

SMAs/Types RCC Building Porta Cabin Tent Total

Aashray Adhikar Abhiyan 8 2 1 11

Centre For Equity Studies 1 2 0 3

Prayas Juvenile Aid Centre 6 9 2 17

Rachna Women’s Development Association 7 14 0 21

SPYM 17 36 15 68

Sadik Masih Medical Social Servant Society 14 32 2 48

Safe Approach for Nascent Termination of Social Hazards 23 19 10 52

Total NS 76 114 30 220


The night shelters are also categorised by their purpose: Children (4), Disabled person (1), Drug

addicts (4), Families (20), General (170), Recovery Shelters (3), and Women (18). Table 1.3

provides description of various types of night shelters that serve the purpose of accommodating

different categories of people.

Table 1.3, Purpose and Types of Night Shelters

Purpose/Type Porta Cabin RCC Building Tent Total

Children 0 4 0 4

Disabled Person 0 1 0 1

Drug Addicts 0 4 0 4

Families 15 3 2 20

General 85 58 27 170

Recovery Shelter 2 1 0 3

Women 12 5 1 18

Total NS 114 76 30 220






In order to present a fair picture and clarity on the prevailing condition and status of the

operation and management of night shelters through SMAs, IMPRI as a third-party inspection

agency has deployed its field supervisors who are responsible for monitoring and evaluating each

night shelter as prescribed under the contract. This report analyses the inspection and monitoring

of the night shelters. Also, it highlights the issues in the night shelters, challenges of the night

shelter occupants and also of the SMA’s towards proper implementation of contractual

obligations of works of operation and management of night shelter clusters in NCR of Delhi as

prescribed under the contract with DUSIB. This monthly (first) report is a compilation of

inspection reports of each night shelter and its analysis conducted by IMPRI on a weekly basis

(total four weeks) beginning from 16th February 2019.



2. Brief Summary of Findings

About the Inspection

After the commencement of the work, IMPRI project team has started inspecting or overseeing

the implementation of contractual obligations of works of operation and management of night

shelter clusters (total 15) in NCR-Delhi through SMAs by deploying research team and field

supervisors (Annexure VI). In addition, those night shelters which does not fall under any cluster

(total 12 NS) were also inspected.

The monthly (first) report cover four weeks for analysis, starting from 16th February 2019 (an

orientation program was conducted on the same day before starting the inspection and

monitoring work) till 17th March 2019. The dates for these four weeks are as follows- First week:

16th February – 24th February 2019; Second week: 25th February – 3rd March 2019; Third week:

4th March – 10th March 2019; and Fourth week: 11th March – 17th March 2019.

In the first two weeks, a total of 218 night shelters were inspected by the field supervisors

(during the commencement of work total NS were 218). While looking into the requirement of

more night shelters, DUSIB inducted two more night shelters in operation. So, during third and

fourth week, a total of 220 night shelters were inspected.

The inspection proforma provided by the DUSIB in the tender document (Annexure III) had only

about 15 broad questions. This proforma was used for the inspection in first two weeks. After

due consultation with DUSIB, the new questionnaire (Annexure IV) has been revised as per the

SMA agreement with DUSIB. The new proforma contains 75 questions and it covers a

comprehensive list of all the project facilities within the service area of the night shelters. The

broad categories include- a. manpower requirements; b. display; c. records; d. water, sanitation,

hygiene & cleanliness; e. equipment & fittings (where available); f. retiring facilities &

cleanliness; g. safety & security; h. others (fees & satisfaction); i. immediate issues; and j.

comments. The effort in making the questionnaire more exclusive is to ensure that the clear

picture of issues and challenges in operating and management night shelters can be assessed and

for which proper measures can be delivered on time. After the consultation with DUSIB, IMPRI

developed another proforma named – ‘Proforma for reporting issues immediately to DUSIB’

(Annexure V) through which if a field supervisor discovers any issue(s) within and outside the



premises of night shelters that need an urgent attention from the concerned authorities, those

would be raised as an issue through this format with more details along with signature of

caretaker of the night shelter.

As per the contractual obligations and requirements of inspections and monitoring of the

operations and management of the night shelters, inspection visits are being made in each of the

night shelters according to the service level standards and proforma are being filled (with

signature of caretakers, entry and comments in visitors’ books). These proforma then are

scrutinized, its data is being entered and cleaned for analysis and reporting. Finally, the hard

copies of the inspection form are submitted to DUSIB. However, for analysis (on weekly basis),

only a single proforma per night shelter per week is considered for data analysis on a periodic

basis and preparing the monthly report.

Since the proforma has been improved and contains more questions from week three onwards,

many variables are not available for week one & two, and hence cannot be compared. Since this

is the monthly (first) report, brief analysis has been presented to ascertain the operation and

management of the night shelters through SMAs, using selected important indicators. The

upcoming reports will present deep analysis and more insights as the monitoring work

progresses.

The following sections, based upon various facets of investigation, discusses the analysis of the

inspection (using the collected data) and emerging issues based upon the observations from the

night shelters.

a. Manpower requirements

The ‘manpower requirements’ have the following question asked- caretaker present; name of

caretaker; whether in uniform; whether with Id card; sweeper attending the NS; security guard

(only for women NS); name of security guard (only for women NS); rescue vehicle attendant

present (only winters); rescue vehicle attendant name (only winters); and rescue vehicle number

(only winters).

Table 2.1 presents the manpower requirement’s select indicator wise weekly progress. It shows

that in week one, out of the total 218 shelters, caretakers were present in 93.6% shelters, whereas



in week two it was 95.4%. In week three and week four, out of total of 220 shelters, caretaker

was present in 96.8% and 98.2% shelters respectively. In week one, in 67% shelters of the

caretakers were in uniform (of those present), which improved to 88.2% in week four. Similarly,

caretaker with ID card has improved from 81.7 % in week one, 87.6% in week two, 91.4 % in

week three and 95% in week four. Sweepers were present in 84.4% shelters in week one, 87.6%

in week two, and 95.9 % in both weeks three and four. Overall, a steady and progressive

improvement in the manpower was observed from week one to week two and similarly from

week three to week four.

Table 2.1 Manpower requirements- selected indicators, week wise percentages and frequency

Manpower requirements Percentage Frequency

Week 1 Week 2 Week 3 Week 4 Week1 Week 2 Week 3 Week 4

1 Caretaker present

Yes 93.6 95.4 96.8 98.2 204 208 213 216

No 6.4 4.6 3.2 1.8 14 10 7 4

Total 100.0 100.0 100.0 100.0 218 218 220 220

2 Whether in uniform

Yes 67.0 76.6 85.5 88.2 146 167 188 194

No 26.6 18.8 11.4 10.0 58 41 25 22

NA 6.4 4.6 3.2 1.8 14 10 7 4

Total 100.0 100.0 100.0 100.0 218 218 220 220

3 Whether with ID card

Yes 81.7 87.6 91.4 95.0 178 191 201 209

No 11.9 7.8 5.5 3.2 26 17 12 7

NA 6.4 4.6 3.2 1.8 14 10 7 4

Total 100.0 100.0 100.0 100.0 218 218 220 220

4 Sweeper attending the

NS

Yes 84.4 87.6 95.9 95.9 184 191 211 211

No 15.6 12.4 4.09 4.1 34 27 9 9

Total 100.0 100.0 100.0 100.0 218 218 220 220

b. Display

Under the ‘display’, the following questions have been addressed- instruction flexi board

displayed; duty roster board of staff displayed properly; and display boards outside the night

shelter.



Table 2.2 presents the trends in the indicators related to display in last four weeks. It can be seen

that about 92.2 % shelters in week one displayed instruction flexi board, and it has improved to

95.4 % in week two, 95.0% in week three and 96 % in week four. The duty roster board of staff

was displayed properly in 94% shelters in week one and two, whereas it was 94.6% in week

three and 96.4% in week four. The display board outside the night shelter was present in 96.4%

and 95.9% shelters in week three and four respectively. Overall, improvement in all the

indicators were observed.

Table 2.2 Display- selected indicators, week wise percentages and frequency

Display Percentage Frequency

Week

1

Week

2

Week

3

Week

4

Week

1

Week

2

Week

3

Week

4

1 Instruction flexi board

displayed Yes 92.2 95.4 95.0 95.9 201 208 209 211

No 7.8 4.6 5.0 4.1 17 10 11 9

Total 100.0 100.0 100.0 100.0 218 218 220 220

2 Duty Roster board of staffs

displayed properly

Yes 94.0 94.0 94.6 96.4 205 205 208 212

No 6.0 6.0 5.5 3.6 13 13 12 8

Total 100.0 100.0 100.0 100.0 218 218 220 220

3 Display boards outside the

night shelter

Yes 96.4 95.9 212 211

No 3.6 4.1 8 9

Total 100.0 100.0 220 220

c. Records

In the ‘record’ section, the following questions have been asked- occupancy register maintained;

visitor register maintained; attendance register of all staff maintained; and complaint and

suggestion register maintained.

Table 2.3 shows that the maintenance registers by the shelters have improved drastically during

last four weeks. For example, the maintenance of occupancy record improved from 95.4% in

week 1 and 2 to 99.1% in week 3 and 4. About the visitors’ register, 99.1% maintained visitor



register in week 1, 98.2 % in week 2, 97.7 in week 3 and 97.3 % in week 4. Out of 220 shelters,

the attendance register of all staff was maintained in 73.6% shelters in week 3 and it has

improved to 84.1% in week four. Similarly, the complaints and suggestions register were

maintained by 58.2% and 60.5% shelters in week 3 and 4, respectively.

Table 2.3 Records- selected indicators, week wise percentages and frequency

Records

Percentage Frequency

Week

1

Week

2

Week

3

Week

4

Week

1

Week

2

Week

3

Week

4

1 Occupancy register maintained

Yes 95.4 95.4 99.1 99.1 208 208 218 218

No 4.6 4.6 0.9 0.9 10 10 2 2

Total 100.0 100.0 100.0 100.0 218 218 220 220

2 Visitor register maintained

Yes 99.1 98.2 97.7 97.3 216 214 215 214

No 0.9 1.8 2.3 2.7 2 4 5 6

Total 100.0 100.0 100.0 100.0 218 218 220 220

3 Attendance register of all staff maintained

Yes 73.6 84.1 162 185

No 26.4 15.9 58 35

Total 100.0 100.0 220 220

4 Complaint & suggestion register maintained

Yes 58.2 60.5 128 133

No 41.8 39.6 92 87

Total 100.0 100.0 220 220

d. Water, sanitation, hygiene and cleanliness

The ‘water, sanitation, hygiene and cleanliness’ section have the following questions-

availability of water for WC/Bath; availability of drinking water from DJB/RO; no stagnation of

water in the NS premises; cleanliness of WC/Bio-Digester/Baths; cleaning materials available

(including soap); cleanliness inside the premises; cleanliness outside the premises; dustbins

maintained; problem of pest & vector inside NS; and mosquito repellent available.

As presented in Table 2.4, it was found that the indicators such as the availability of drinking

water, cleanliness of WC/Bio-Digester/Baths, cleaning materials available (including soap),

cleanliness inside the premises, cleanliness outside the premises, dustbins maintained, mosquito

repellents available have improved significantly over the past four weeks whereas the rest of the



indicators have shown slow improvement. It should also be noted here that during week two and

three, there were frequent rains which led to deteriorated condition of cleanliness parameters

within the night shelter premises. Nevertheless, progress was observed in sanitation and

cleanliness related variables in the fourth week. The availability of drinking water improved

from 85.5% in week three to 90.9% in week four. About the cleanliness of WC/Bio-

Digester/Baths, 44% shelters had satisfactory in week one, which has improved to 70.9% in

week four. Similarly, the availability of cleaning materials including soap has improved from

76.8% in week three to 89.5% in week four. The satisfactory cleanliness inside the premises has

improved from 53.6% in week three to 64.1% in week four, while the satisfactory cleanliness

outside the premises has also improved from 58.2% in week three to 66.4% in week four.

Table 2.4 Water, sanitation, hygiene and cleanliness- selected indicators, week wise percentages and

frequency

Water, sanitation, hygiene & cleanliness Percentage Frequency

Week 1 Week 2 Week 3 Week 4 Week 1 Week 2 Week 3 Week 4

1 Availability of water for WC/Bath

Yes 84.9 85.8 78.2 75.9 185 187 172 167

No 15.1 14.2 11.4 10.9 33 31 25 24

NA 10.5 13.2 23 29

Total 100.0 100.0 100.0 100.0 218 218 220 220

2 Availability of drinking water from DJB/RO

Yes 85.5 90.9 188 200

No 14.6 9.1 32 20

Total 100.0 100.0 220 220

3 No stagnation of water in the NS premises

Yes 68.81 78.0 65.9 59.6 150 170 145 131

No 31.19 22.0 34.1 40.5 68 48 75 89

Total 100 100 100 100 218 218 220 220

4 Cleanliness of WC/Bio-Digester/Baths

Good 25.7 11.5 10.0 14.1 56 25 22 31

Satisfactory 44.0 57.8 55.5 70.9 96 126 122 156

Bad 30.3 28.4 26.8 7.3 66 62 59 16

NA 2.3 7.7 7.7 5 17 17

Total 100.0 100.0 100.0 100.0 218 218 220 220

5 Cleaning materials available (including soap)

Yes 76.8 89.5 169 197

No 23.2 10.5 51 23

Total 100.0 100.0 220 220



6 Cleanliness inside the premises

Good 40.9 33.2 90 73

Satisfactory 53.6 64.1 118 141

Bad 5.5 2.7 12 6

Total 100.0 100.0 220 220

7 Cleanliness outside the premises

Good 38.6 30.0 85 66


Bad 3.2 3.6 7 8

Total 100.0 100.0 220 220

8 Dustbins maintained

Yes 83.2 89.1 183 196

No 16.8 10.9 37 24

Total 100.0 100.0 220 220

9 Problem of pest & vector inside NS

Yes 39.6 31.8 87 70

No 60.5 68.2 133 150

Total 100.0 100.0 220 220

10 Mosquito repellent available

Yes 17.3 19.1 38 42

No 82.7 80.9 182 178

Total 100.0 100.0 220 220

e. Equipment and fittings (where available)

In the ‘equipment and fittings’ aspects, the following questions were addressed in the inspection-

the availability of electricity; functionality of fitting and fixtures; RO-system; TV sets; fans (only

summers); geyser; water cooler; desert air cooler (only summers); and general inside up-keep of

the night shelters.

Table 2.5 shows that the functionality of fitting and fixtures, and general inside upkeep was seen

to be improved in the satisfactory level and reduced in the bad condition level over the past four

weeks. For example, in week one, the functionality of fitting and fixtures was in satisfactory

condition in 42.7% shelters which has improved to 45.4% in week two, 51.8% in week three and

69.1% in week four. Similarly, the satisfactory level in general inside upkeep has seen constant

improvement from week one in 49.5% shelters to 65.9% in week four. However, the availability



of electricity was seen to be not improving in week 3 and 4, which can be associated with the

facilities in the tent night shelters.

Table 2.5 Equipment & fittings (where available)- selected indicators, week wise percentages and

frequency

Equipment & fittings (where

available)


Week

1

Week

2

Week

3

Week

4

Week

1

Week

2

Week

3

Week

4

1 Availability of electricity

Yes 93.6 95.0 88.6 90.9 204 207 195 200

No 6.4 1.4 1.4 2.7 14 3 3 6

NA 3.7 10.0 6.4 8 22 14

Total 100.0 100.0 100.0 100.0 218 218 220 220

2

Functionality of fitting &

fixtures

Good 50.9 50.0 45.5 29.6 93 99 100 65

Satisfacto

ry 42.7 45.4 51.8 69.1 111 109 114 152

Bad 6.4 4.6 2.7 1.4 14 10 6 3

Total 100.0 100.0 100.0 100.0 218 218 220 220

3 General inside upkeep

Good 46.3 45.0 44.1 33.2 101 98 97 145

Satisfacto

ry 49.5 53.7 52.7 65.9 108 117 116 73

Bad 4.1 1.4 3.2 0.9 9 3 7 2

Total 100.0 100.0 100.0 100.0 218 218 220 220

f. Retiring facilities and cleanliness

In the ‘retiring facilities and cleanliness’ requirements, the following questions have been

addressed- open 24X7 and access; general condition of building/porta cabin; blankets available

(only for winter); darries available (no.); jute mate available (no.); bed sheets available (no.);

pillow available (no.); pillow cover available (no.); mattress available (no.); along with their

status of cleanliness; Cot available (no.) and Locker available (no.).

Table 2.6 presents the indicators related to retiring facilities and cleanliness. It was found that all

220 shelters were accessible 24*7 hours and were open in week three and four. The general



condition of building and porta cabin was satisfactory for 60.9% and 74.6% shelters in week

three and four, respectively.

Table 2.6 Retiring facilities and cleanliness- selected indicators, week wise percentages and

frequency

Retiring facilities & cleanliness



1 Open 24*7 and access

Yes 100.0 100.0 220 220

No 0.0 0.0 0 0

Total 100.0 100.0 220 220

2 General condition of building/porta cabin

Good 35.0 24.1 77 53


Bad 4.1 1.4 9 3

Total 100.0 100.0 220 220

g. Safety and security

Under the ‘safety and security’ requirements, the following questions have been addressed- first

aid box maintained; whether fire extinguisher in working condition; and CCTV working (only

for women and child night shelters).

Table 2.7 shows that the maintenance of first aid box saw an improvement from 86.7% shelters

in week one to 93.2% in week four. Similarly, out of 220 night shelters, the fire extinguishers in

working condition improved from 80.9% shelters in week three to 91.8% in week four.

Table 2.7 Safety and security- selected indicators, week wise percentages and frequency

Safety & security Percentage Frequency


1 First aid box maintained

Yes 86.7 90.8 86.8 93.2 189 198 191 205

No 13.3 9.2 13.2 6.8 29 20 29 15

Total 100.0 100.0 100.0 100.0 218 218 220 220

2 Whether fire extinguisher in working condition

Yes 80.9 91.8 178 202

No 19.1 8.2 42 18

Total 100.0 100.0 220 220



h. Others

Under the ‘others’ requirements, the following questions have been addressed- whether any fees

being taken from residents and satisfaction of residents regarding facilities.

The table 2.8 shows that the satisfaction of residents regarding facilities was reported as

‘satisfactory’ by 60.5% shelters in week three and 65.9% in week four, whereas those reported as

‘bad’ has reduced from 3.6% in week three to 3.2% in week four.

Table 2.8, Others- selected indicators, week wise percentages and frequency

Others Percentage Frequency


1 Satisfaction of residents regarding facilities

Good 35.9 30.9 79 68


Bad 3.6 3.2 8 7

Total 100.0 100.0 220 220

i. Immediate issues

After consultation with DUSIB, the efforts have also been put to include the new practice of

discovering issues through ‘Proforma for reporting issues immediately to DUSIB’ (Annexure V)

which need resolution on an immediate basis so that those issues can be communicated quickly.

Till the third and fourth week, 47 issues raised proforma have been reported to DUSIB. Most of

these issues were pertaining to ‘water, sanitation, hygiene and cleanliness’, ‘equipment &

fittings’, toilets, and sewerage.



j. Emerging issues

The field supervisors have been consistently putting their comments by highlighting the issues

and deficiencies/challenges on the part of SMAs, which were supposed to be maintained in each

night shelters allocated to them as per the contractual obligations of SMAs with DUSIB. Some of

the most emerging issues from these four weeks inspection is of water, sanitation, hygiene and

cleanliness, as well as fitting & fixtures.

In the first month, gradual improvement has been noted in the following fields: presence of

caretakers, caretakers in uniform and with ID card and sweepers present; instruction displayed on

flexi boards, proper display of duty roster board of staff, display boards outside the night shelter;

maintenance of occupancy register; maintenance of attendance registers of all staff; maintenance

of complaint and suggestion registers; availability of drinking water from Delhi Jal Board/RO;

availability of cleaning materials (including soap); maintenance of dustbins; availability of

electricity; open 24*7 and access of night shelters; maintenance of first aid box; and fire

extinguishers in working condition.

The project facilities that need further attention are: maintenance of visitors’ register, availability

of water for WC/bath; steps towards ensuring no stagnation of water in the night shelter

premises; cleanliness of WC/bio-digester/baths; cleanliness inside and outside the premises;

problem of pest and vector inside night shelter; availability of mosquito repellents; functionality

of fittings and fixtures; general inside upkeep; general condition of building/porta cabin and

maintaining the complaint and suggestion register on a regular basis. It should also be noted here

that during week two and three, there were frequent rains which led to deteriorated condition of

cleanliness parameters within the night shelter premises. Nevertheless, progress was observed in

sanitation and cleanliness related variables in the fourth week.


shelters are as follows: caretaker not present – 1.8%; sweeper not attending the NS – 4.1%; duty

roster board of staffs not displayed properly – 3.6%; visitor register not maintained – 2.7%; non-

availability of water for WC/bath – 10.9%; non-availability of drinking water from DJB/RO –

9.1%; bad status of cleanliness of WC/bio-digester/baths – 7.3%; bad status of cleanliness inside

the premise – 2.7%; bad status of cleanliness outside the premise – 3.6%; bad condition of

functionality of fittings and fixtures – 1.4%; bad condition of general inside upkeep – 0.9%; bad



condition of building/porta cabin – 1.4%; first aid box not maintained – 6.8%; fire-extinguisher

not in working condition – 8.2%; and, bad satisfaction level of residents regarding facilities –

3.2%. Details about these deficiencies, in the inspection proforma (with signature of caretakers)

have been submitted to DUSIB, and appropriate action in form of penalty or others will be

undertaken for the respective SMAs by DUSIB.

While the night shelters within the core of the city and near to transit locations experience higher

occupancy and thus faces issues of water and sanitation, whereas the night shelters in the outer

part of city experiencing not so high occupancy suffers from lack of adequate infrastructure in

the aspects of water and sanitation and general upkeep. Several of these issues are already know

to SMAs and DUSIB, and are under some sort of process to fix the issues soon. Some of the

issues pertaining to water and sanitation and electricity were also arising in the analysis due to

the temporary tent’s facilities (which offers limited facilities), as per winter plan, which is

expected to end by March 2019. Where the information is missing and requires proper

communication and reporting, the field supervisors are following up on the issues on periodic

basis with SMAs and reporting is done to DUSIB.



3. Conclusion

After the completion of first month (four weeks) from the commencement of work – engagement

as a third-party inspection agency for overseeing the implementation of contractual obligations

of works of operation and management of night shelter clusters through SMAs in NCR of Delhi,

several steady and positive improvements have been observed over the weeks. Certain

deficiencies have been discovered as well in many segments during the same period and reported

to DUSIB. The proforma for inspection have been revised as per the SMA-DUSIB agreement

and proper monitoring mechanism have been put up for reporting and ensuring desired

operations and management of the night shelters.

As analysed above, improvement in segments like manpower requirements; display; records;

availability of water within the premises have been acknowledged and further in segments like

water, sanitation, hygiene and cleanliness, safety and security, general inside upkeep need to be

focused more in the coming months.


shelters are as follows: caretaker not present – 1.8%; sweeper not attending the NS – 4.1%; duty

roster board of staffs not displayed properly – 3.6%; visitor register not maintained – 2.7%; non-

availability of water for WC/bath – 10.9%; non-availability of drinking water from DJB/RO –

9.1%; bad status of cleanliness of WC/bio-digester/baths – 7.3%; bad status of cleanliness inside

the premise – 2.7%; bad status of cleanliness outside the premise – 3.6%; bad condition of

functionality of fittings and fixtures – 1.4%; bad condition of general inside upkeep – 0.9%; bad

condition of building/porta cabin – 1.4%; first aid box not maintained – 6.8%; fire-extinguisher

not in working condition – 8.2%; and, bad satisfaction level of residents regarding facilities –

3.2%. Details about these deficiencies, in the inspection proforma (with signature of caretakers)

have been submitted to DUSIB, and appropriate action in form of penalty or others will be

undertaken for the respective SMAs by DUSIB.

Some of the most emerging issues from these four weeks inspection is of water, sanitation,

hygiene and cleanliness, as well as fitting & fixtures. While the night shelters within the core of

the city and near to transit locations experience higher occupancy and thus faces issues of water

and sanitation, whereas the night shelters in the outer part of city experiencing not so high



occupancy suffers from lack of adequate infrastructure in the aspects of water and sanitation and

general upkeep. Several of these issues are already known to SMAs and DUSIB, and are under

some sort of process to fix the issues soon. Some of the issues pertaining to water and sanitation

and electricity were also arising in the analysis due to the temporary tent’s facilities (which

offers limited facilities), as per winter plan, which is expected to end by March 2019.

Through periodic inspection and monitoring of each of the night shelters, the condition of the

night shelters can be projected to improve in the right direction and help in making these night

shelters facilities by DUSIB as best practices and light house to other parts of the country. It will

periodically cater to the needs of the target population, i.e. the homeless of the NCR of Delhi,

and fulfil their basic right to dignified shelter.

Some remedial measures are suggested below:

a. The Delhi Jal Board should be requested to provide water and sewer connection to the

remaining night shelters, where not available, and to provide water tankers in double shifts for

proper availability of water on immediate basis.

b. Coordination of SMAs, Third-party monitoring agency and DUSIB to resolve the issues of

fitting and fixtures, and general condition of night shelters on periodic basis.


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