Communal and Housing Services

Provision Improvement Project

Alexander Chulapov

Odintsovo city, Moscow region, Russia

Current situation

Quality of service is low

People are angry

There are no effective tools for monitoring

Future does not look bright

Service organizations are indifferent

Reporting to citizens*

Perfunctory (superficial) reporting is provided to citizens by communal and housing services organizations

Reports explain that all the services are provided (reports are “green”)

Problems or issues are not important or eliminated according to SLAs

In fact even formal SLAs are not met**

Real situation is usually worse

• (*) i.e. http://upravcomp.ru/index.php?pid=30&region_id=2097&company_type_id=1&company_id=946#reg

• (**) http://www.odintsovo.info/news/?div_id=1&id=46630 http://www.odintsovo.info/news/?div_id=1&id=38061

How to engage citizens?

Every month residents pay their bills

Every month residents inform via email service organizations on cold and hot water usage (meters data)

This moment is an opportunity to engage people

Online quality of service assessment will take only couple of minutes

Online assessment tool

Online quality of service assessment tool will be developed

Likert scale will be used to assess quality of service

Each group of services will be assessed separately (water, electricity, cleaning, etc.)

Additional comments and issues glossary will be used to formulate the issues

Most severe issues will be included into monthly report as well as assessment metrics

Real reporting will be provided

Issues will be reported using issues glossary

Quality of service will be assessed on Likert scale

Dynamic will be monitored and reported based on previous assessments

To citizens, to service organizations, to local and federal authorities

Reporting Line

Report by citizen to citizens

Report to service

organizations

Report to local

authorities

Report to federal

authorities

Normal issues resolution

Issues have not been resolved

Local authorities are not able or not willing to solve the problem

Reporting exchange between S.O. and

citizens

Report is used by S.O. to confirm high quality of service

Key differentiator is not the reclamation but collective reclamation and assessment.

It is much more difficult to ignore.

Partnerships

Federal Authorities

Service organizations

Citizens Local authorities

Project Group

Project group will consist of residents of buildings including people with knowledge of open-source software and IT.

Project group will be a sort of “glue” that will bind together citizens, service organizations and authorities.

Cooperation from service organizations and authorities is required.

Local media and social media will be used to encourage such cooperation.

Results

Happy citizens

High quality service

Better social climate