Sahbhagi Shikshan Kendra

Empowering Minds for Changes


Water and Sanitation Programme


Water and Sanitation Programme (WSP) – Conducting Citizen Feedback Surveys Using Innovative Mobile-to-Web System

Purpose and Activities

It is a bitter fact that drinking water supply and sanitation in India continue to be inadequate, Despite a large investment made in the Urban Water Supply and Sanitation (UWSS) sector in the country both by the Central Government as well as by various State Governments the levels of service delivery to the citizens have not improved to the desired level. One of the bottlenecks is the lack of systematic and systemic availability of information related to service delivery levels. This has resulted in inadequate planning at the sub-city and city levels and thereby insufficient improvements in service delivery. Realising this deficit, the Service Level Benchmarks (SLB) was initiated by the Ministry of Urban Development (MoUD), Government of India in 2009 under Jawaharlal Nehru Urban Renewal Mission (JNNURM) as one of the mechanisms to improve performance of municipalities and utilities with regard to delivery of services.

Present assignment aims at conducting a citizen feedback survey using Innovative Mobile-to-Web System focusing on the Service Level Benchmarks (SLB) in two districts of Uttar Pradesh namely; Varanasi and Raibareli as its first approach towards addressing the bigger issue of water and sanitation in urban areas. The overall goal of the assignment is to improve access to UWSS services for citizens, particularly the poor and marginalized people in selected Indian cities.

Participatory Research in Asia (PRIA) and Sahbhagi Shikshan Kendra (SSK) joins hand together to implement the program in Varanasi and Raibareli districts of UP.

Role of Sahbhagi Shikshan Kendra (SSK)

In this backdrop the scope of work for Sahabhagi Shikshan Kendra (SSK) under the present assignment includes:

  • To conduct surveys in Varanasi Municipal Corporation (VMC) and Rai Bareli Municipal Corporation (RBMC) using existing mobile application and web based monitoring and analysis systems
  • To support and coordinate effective outreach of the findings from the survey

To support and coordinate stakeholder engagement in Varanasi and Rai Bareli Municipal Corporations for integration of survey findings with decision making and initiation of improvement measures