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Service Level Benchmarking of
…Bruhat Bangalore Mahanagara Palike
Bangalore
Two days results workshop on 14-15 Dec’09
City ProfileCity Profile
2001 Census Population of BMP
43.01 lakhs (58.92-BBMP)
Present estimated Population of BBMP
78.07 lakhs
Present estimated slum population of BBMP
10.9 lakhs
Present Area
793.47 sq. kms
Declared as one of the JnNURM Cities
2001 Census Population of BMP
43.01 lakhs (58.92-BBMP)
Present estimated Population of BBMP
78.07 lakhs
Present estimated slum population of BBMP
10.9 lakhs
Present Area
793.47 sq. kms
Declared as one of the JnNURM Cities
Service ProvidersService Providers
� Water Supply & Sewerage– Bangalore Water Supply & Sewerage Board (BWSSB)
� Storm Water Drainage & Solid Waste Management – Bruhat Bangalore Mahanagara Palike (BBMP)
� Water Supply & Sewerage– Bangalore Water Supply & Sewerage Board (BWSSB)
� Storm Water Drainage & Solid Waste Management – Bruhat Bangalore Mahanagara Palike (BBMP)
Service
Providers
Service
Providers
� Water Supply & Sewerage –
Bangalore Water Supply & Sewerage Board (BWSSB)
� Storm Water Drainage & Solid Waste Management –
Bruhat Bangalore Mahanagara Palike (BBMP)
� Water Supply & Sewerage –
Bangalore Water Supply & Sewerage Board (BWSSB)
� Storm Water Drainage & Solid Waste Management –
Bruhat Bangalore Mahanagara Palike (BBMP)
Performance IndicatorPerformance IndicatorPerformance IndicatorPerformance Indicator BenchmarkBenchmarkBenchmarkBenchmark StatusStatusStatusStatus ReliabilityReliabilityReliabilityReliability
Household Level CoverageHousehold Level CoverageHousehold Level CoverageHousehold Level Coverage 100%100%100%100% 74.5 DDDD
Eff. in Collection of Solid WasteEff. in Collection of Solid WasteEff. in Collection of Solid WasteEff. in Collection of Solid Waste 100%100%100%100% 54 B B B B
Extent of Segregation of MSWExtent of Segregation of MSWExtent of Segregation of MSWExtent of Segregation of MSW 100%100%100%100% 30 B B B B
Extent of MSW RecoveredExtent of MSW RecoveredExtent of MSW RecoveredExtent of MSW Recovered 80%80%80%80% 77.3 B B B B
Extent of Scientific Disposal of MSWExtent of Scientific Disposal of MSWExtent of Scientific Disposal of MSWExtent of Scientific Disposal of MSW 100%100%100%100%57.6
B B B B
Extent of Cost RecoveryExtent of Cost RecoveryExtent of Cost RecoveryExtent of Cost Recovery 100%100%100%100%Nil demand is demand is demand is demand is
not being not being not being not being maintainedmaintainedmaintainedmaintained
Eff. in Redressal of Customer ComplaintsEff. in Redressal of Customer ComplaintsEff. in Redressal of Customer ComplaintsEff. in Redressal of Customer Complaints 80%80%80%80% 80 D D D D
Eff. In Collection of SWM ChargesEff. In Collection of SWM ChargesEff. In Collection of SWM ChargesEff. In Collection of SWM Charges 90%90%90%90%NA demand is demand is demand is demand is
not being not being not being not being maintainedmaintainedmaintainedmaintained
Solid Waste Management
SWM: Observations & Comments
• In wake of merger of new areas to BMP and new delimitation of wards the ward wise precise data is not available.
• Lack of record maintenance and updation at ward levels had a considerable impact on the indicators. Very basic data like ward wise households, commercial establishment etc. itself is not available.
• Garbage weighing mechanism is yet to be set up at the dumpsites (3 nos.)
• User fee is being collected from commercial establishments. The entire expenditure is met from municipal own revenue.
• There is no demand being prepared for SWM Cess collected from commercial establishment.
• Accounting part of SWM is being done except for O&M of vehicles which is accounted under general category.
SWM: Info Systems identified for
improvement
Indicators Reason for low reliability ISIP
HH level Coverage Data base is not being
maintained based on the
compliance reports from
wards
�Even though compliance
reports are being maintained the
same needs to be upgraded to
capture HHs coverage details
Efficiency of collection of
municipal solid waste
No Weigh bridges at
dumpsite (3 nos.)
�To install weighing machine at
dump sites
�GPS to be extended to 5 new
zones.
Segregation No segregation is being
followed thus no data is
available
�Involving Local Citizens
�Development
�Promoting source segregation
SWM: Timelines for ISIP
Indicators ISIP Timeline
HH level Coverage
�Even though compliance reports are being maintained the same needs to be upgraded to capture HHs coverage details
6 months
Efficiency of collection of municipal solid waste
� To install weighing machine at dump sites� GPS to be extended to 5 new zones
3 months
6 months
Segregation �Identification of sorting station�Involving local community
6 months
SWM: Areas identified for improvement –
Performance1. Source Segregation
• Source segregation of MSW to be promoted
2. Achieving zero garbage zones
• On pilot basis this has been successfully implemented in 2 divisions & will be
replicated in the other areas.
• Establishment of decentralized composting units at selected CA parks, with the
involvement of RWAs, SHGs and NGOs.
3. Recovery of waste
• Extensive usage of plastic waste in development of city roads.
• Development of sorting stations at ward levels for collection of materials that can
be re-cycled.
4. Information improvement
• Monthly Information System to be developed at ward levels to achieve effective
administration and monitoring system.
5. Cost Recovery
• Taking a policy decision on collection of user charges to attain self sustenance for
the service delivery.
Performance Indicator Benchmark Status Reliability
Coverage 100% 5 C
Incidence of water logging 0 numbers135
numbersB
Storm Water Drainage
Observations/Comments
• Exact length of tertiary drains needs to be assessed.
• Lack of regular updation of information on drains, water stagnation points etc.
• No centralized monitoring system is in place.
• Ward level road history is to be maintained. This is to be linked GIS.
SWD: Areas identified for improvement
Indicators Reason for low reliability ISIP
Coverage No comprehensive records
on drains.
� Ward level road history register to be
updated
� Developing a GIS based road database
� Maintenance of records
Incidence of
Water
logging
� No records are being
updated on occurrence of
flooding
� Identification of flood prone areas
� Integration of traffic data and GIS based
data
� Updation of records on occurrence of
flooding
� Participatory reporting for flooding
incidence
� Establishment of rain gauge recording
system & integration of rain fall data
SWD - Timelines for ISIP
Indicators ISIP Timeline
Coverage � Ward level road history register to
be updated
� Developing a GIS based road
database
� Maintenance of records
6 months
Incidence of Water logging � Identification of flood prone areas
� Integration of traffic data and GIS
based data
� Updation of records on occurrence
of flooding
� Participatory reporting for flooding
incidence
� Establishment of rain gauge
recording system & integration of
rain fall data
12 months
SWD: Areas identified for improvement –
Performance
• Identification of critical flood prone areas and constructing diversion drains to
prevent upstream water entering into the low lying areas
• Recreation of temporary retention points
• Remodeling and Desilting all storm water drains where necessary
• Use of public spaces for storage of water
• Incorporate effective drain management practices.
� Removal of all encroachments and conservation of the same
� Encouraging implementation of RWH at households
Service Level Benchmarking of Bangalore Water Supply & Sewerage Board
Bangalore
Two days results workshop on 14-15 Dec’09
D 324X7Continuity of supply
Performance Indicator Benchmark Status Reliability
Coverage 100% 50.8 B
Per Capita Supply of Water 135 lpcd 88 A
Extent of Metering 100% 97.6 A
Extent of Non-revenue Water 15% 51 A
Eff. in redressal of customer complaints 80%
86.7
C
Quality of Water Supplied 100% 82.7 A
Cost Recovery 100% 92.2 B
Eff. In Collection of Water Charges 90% 97.1 A
Water Supply Indicators
Water: Observations & Comments
� BWSSB has a well maintained data base on connections, user charges, demand and collection, quantity of water supplied, water quality etc.
� Jurisdictional overlaps (8 ULBs & BWSSB were responsible for Water Supply in their respective areas, prior to merger of ULBs as BBMP). This had significant impact on the availability of disaggregated data, as transition is still going on.
� Total No. of HHs and Population is not available in terms of Division-wise jurisdiction.
Water: Areas identified for
improvement – Info Systems
Indicators Reason for low reliability ISIP
HH level Coverage of
Direct Water Supply
Connections
Jurisdictional overlaps Survey to be conducted to
verify the BBMP Data base
with BWSSB Data base.
Continuity of Water Supply No data base maintained on
a regular basis.
Developing a data base and
a monitoring mechanism for
hr. of supply and pressure at
customer end.
Efficiency in redressal of
customer complaints
No data base is maintained
on a regular basis.
Developing a data base and
a monitoring mechanism for
registering complaints at
customer end.
Water Supply: Timelines for ISIP
Indicators ISIP Timeline
HH level Coverage of
Direct Water Supply
Connections
� Survey to be conducted to
verify the BBMP Database
with BWSSB Database.
2 years
Continuity of Water Supply � Developing a database
and a monitoring mechanism
for hours of supply and
pressure at customer end.
2 years
Efficiency in redressal of
customer complaints
� Developing a database
and a monitoring mechanism
for registering complaints at
customer end.
1 year
Water: Areas identified for
improvement – Performance
New connection application shall incorporate a data element indicating
number of households serviced by the connection.
Addressing NRW
Metering of Slum HHs
HRD Accountability – training programmes
Sewerage Indicators
Performance Indicator Benchmark Status Reliability
Coverage of Toilets 100% 100 D
Coverage of Sewerage Network 100% 38 B
Coll. Eff. of Sewerage Network 100% 55A
Adequacy of Sewage Treatment
Capacity100%
106 A
Quality of Sewage Treatment 100% 100 B
Extent of Reuse and Recycling of
Sewage20% 36 A
Extent of cost recovery in waste water
management
100% 110 B
Eff. in redressal of customer complaints 80% 94C
Eff. In Collection of Sewage Water
Charges90% 97 A
Sewerage: Observations &
Comments
� BWSSB has a well maintained data base on connections, user charges,
demand and collection, quantity of water supplied, water quality etc.
� Jurisdictional overlaps (8 ULBs & BWSSB were responsible for Water Supply
in their respective areas, prior to merger of ULBs as BBMP). This had
significant impact on the availability of disaggregated data, as transition is still
going on.
Sewerage: Areas identified for
improvement – Info Systems
Indicators Reason for low reliability
ISIP
Coverage of Waste water
Network
Jurisdictional overlaps Updating Sewerage network
connection database.
Sewerage: Timelines for ISIP
Indicators ISIP Timeline
Coverage of Waste water
Network
� Updating Sewerage network
connection database.
2 years
Recommendations SLB Project
regarding up-scaling
� Technical assistance should be strengthen for up scaling this initiative
� Orientation and rapid training program should be conducted before the up scaling
programme
� Exposure visit
� SLB implementation on a sustainable basis will help in decision making process.
� Need time for aggregation of disaggregated data( especially for reconciliation)
� Continuous technical support is very much essential at least for the initial few years of
implementation
� Orientation a must at all levels of officials periodically preferably in local language
� Need for SLB manuals in local language
� Need for exposure visits to understand PIPs and ISIPs
� Developing sense of ownership among the officials down the line is very challenging
yet important.
� SLB process helped to discuss& debate on various issues related to service level
performance
Learning's
Way forward
� Orientation programme on SLB framework for all officials and
elected representatives
� Identification & implementation of ISIPs program should be
organized
� Identification & implementation of PIP program should be
organized