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DEVELOPMENT OF SERVICE DELIVERY INDICATORS FOR RURAL

WATER SERVICES

May 2013

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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

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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