1UMC, 3rd Floor, AUDA Building, Usmanpura, Ahmedabad-380 014Telefax: 079-27546403/5303/1599 Email: info@umcasia.org URL: www.umcasia.org

Editorial

Citizens’ Charter • Preparation of a model citizens’ charter • Citizens’ Charter of Hyderabad Metropolitan Water Supply and Sewerage Board

• Citizens’ Charter of Chennai Metropolitan Water Supply and Sewerage Board

• Customer Charter of Sembcorp Bournemouth Water, UK

PAS Highlights • Fifth Annual Retreat • Dissemination workshop to share data on water and sanitation in urban Gujarat

• Understanding water and sanitation in urban Gujarat through maps

• Water quality surveillance system in Lathi • Landscape study on on-site sanitation systems

Tete-a-tete Mr. Sanjay Jha, Hydraulic Engineer, Vapi Municipality

UMC CornerResearch study on women hand-lorry transporters of Ahmedabad

Useful Websites

Issue 13, June - December 2014(For private circulation only)

In this IssueIt is often seen that citizens are unable to hold government accountable because they are not aware of the range of services, levels of services to expect and procedures to be followed to avail services. This situation not only weakens the relationship between government and citizens, it also reduces government effectiveness.

This thirteenth issue of JalDarshan focuses on importance of citizens’ charter as a tool to good governance. Citizens’ Charters were first introduced in the United Kingdom around 1990s after which they are being used in many countries. In India, though citizens’ charters have been introduced since around 1998, their implementation in the urban local bodies has been piecemeal.

With rapid urbanization, more than 50% of our population will be living in cities in the next two decades. It is important that ULBs clearly codify standards and expectations in the realm of service delivery.

In this issue, we have highlighted the current status of citizens’ charters and public grievance redressal systems in cities of Gujarat. It also highlights good charters of the Hyderabad Metropolitan Water Supply and Sewerage Board and the Chennai Metropolitan Water Supply and Sewerage Board and the customer charter of Sembcorp Bournemouth Water, UK.

Do write to us if you know of any initiatives undertaken by cities in improving their citizens’ charter and public grievance redressal systems. We will keep updating you about developments in the urban sector in Gujarat and across the country. Till then, wish you happy reading…

Manvita Baradi,Director, Urban Management Centre

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Good governance is essential for sustainable development, both economic and social. The essence of good governance lies in transparency, accountability and responsiveness of an organization. Citizens’ charter is one of the tools to achieve good governance. A citizens’ charter is an expression of an understanding between citizens and the provider of a public service with respect to the quantity and quality of services that the former receive in exchange for their taxes. It is essentially about the rights of the public and obligations of the public officials.

Citizens’ charter

The Department of Administrative Reforms and Public Grievances (DARPG), Ministry of Personnel, Public Grievances and Pensions, Government of India (GoI) in 1997 initiated the task of coordinating, formulating and operationalising citizens’ charters in India. Citizens’ charters were introduced in Gujarat in 1998. These charters were required to include standards of service and time limits that the public can reasonably expect; avenues of grievance redressal and provision for independent scrutiny with the involvement of citizen and consumer groups.

The main purpose of a charter is to improve access to public services and promote quality. In the context of an urban local body, it does this by helping people understand what the ULB does, contact details, what to expect by way of service, and how to seek a remedy if something goes wrong. It helps users to claim existing rights, and may create new rights that are enforceable through non-legal means.

Status in Gujarat

Following the announcement of administrative reforms by the Government of India, the City Managers’ Association Gujarat (CMAG) developed a model charter in 1998. CMAG conducted a workshop supported by DARPG for developing a model citizens’ charter for ULBs in Gujarat. CMAG also provided technical assistance to ULBs to contextualize these charters as per their capacity. Following the workshop, the Government of Gujarat (GoG) encouraged all ULBs to prepare their respective citizens’ charters.

Many cities prepared and a few disseminated their charters in subsequent years.

During the site visits to ULBs under the PAS program, the UMC team observed that many ULBs do not have a citizens’ charter. Amongst the ones that have a charter, very few displayed it on the ULB premises or disseminated it through any other means. This table shows that out of a total 166 ULBs, as of 2009 only 121 cities had a citizens’ charter out of which only 72 ULBs had displayed it on the ULB premises.

Class of ULB Total number of ULBs

ULBs with citizens’ charter

ULBs that displayed their charter

Municipal Corporation

7 7 6

Class A 18 17 14

Class B 33 26 18

Class C 44 35 16

Class D 64 36 19

Total 166 121 72

Source: PAS Data 2008-09

Citizens’ Charter displayed by Jhalod Municipality

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Complaints Analysis - Boriyavi

Performance Assessment System, Urban Management Centre, CEPT University 1

Name of Municipality BoriyaviClass Size DDistrict Anand

Ward No. Total Complaints

Water Supply Sewerage and Drainage

Solid Waste Management

Storm Water Drainage

Street Light

1 1 0 0 0 0 12 2 2 0 0 0 03 1 0 0 1 0 04 1 0 0 1 0 05 0 0 0 0 0 06 1 0 0 0 1 07 0 0 0 0 0 08 1 0 1 0 0 09 1 0 0 0 1 0

Total 8 2 1 2 2 1

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Sector-wise number of Complaints Complaints received

Complaints resolved

Water Supply 2 2 5Sewerage and Drainage 1 1 3Solid Waste Management 2 1 0Storm Water Drainage 2 1 8Street Light 1 0Total 8 5

ANALYSIS OF TOTAL COMPLAINTS RECEIVED

Table 2. Sector-wise number of Complaints

Status of Complaint redressal

Table 1. Wardwise and Sectorwise Complaints

Chart 1. Ward-wise total complaints received

Table 3. Status of Complaint redressal

Done Pending Others Total

Total no of complaints in month

Please select month May-13

0

1

1

2

2

3

1 2 3 4 5 6 7 8 9

No.

of c

ompl

aint

s

Wards

Ward-wise total complaints received

Performance measurement is one of the major components of the PAS program. The Service Level Benchmarking framework set by Ministry of Urban Development (MoUD) has 28 indicators for monitoring service delivery systems of water and sanitation. Out of these, three indicators are pertaining to complaints redressal. The reliability band of these indicators is low, with most of the ULBs falling in reliability band “D”.

Except in a few corporations, most of the cities maintain records of complaints received in a logbook. The records are not collated and analyzed to assess efficiency of grievance redressal or use these complaints for prioritizing maintenance and upkeep.

UMC reviewed existing citizens’ charters and grievance redressal mechanisms in ULBs. UMC then conducted a workshop to share the issues and any leading practices in the sector with other cities. Urban Local Bodies requested UMC to develop a simple Excel based format to help them record, monitor and analyze data.

Preparation of a model citizens’ charter

UMC developed a bilingual spreadsheet based tool to help ULBs record and monitor complaints on day-to-day basis.

The tool has an input sheet which records the complaints coming to the ULB across water and sanitation sectors. The input sheet is designed to capture complaints from different wards and from slums.

The input sheet also allows capturing sub-categories of complaints received viz.-water service related complaints can be segregated as per water quality, water leakage, water pressure etc.

The output sheet is in a “print-ready” format and includes analysis tables and graphs. Currently, the tool is being used in few cities.

બો ટાદ નગર સેવા સદન

Performance Assessment System,Urban Management Centre,CEPT University 1

Water Supply(1- WS)

Sewerage & Drainage (2- SD)

Solid Waste Management (3 - SWM)

Storm Water Drainage (4 - SWD) Street Light (5 - SL)

WS 1 - Delay in new connection SD 1 - Delay in new connection SWM 1 - Streetsweeping issues SWD 1 - Blockage / overflow of storm water drainage network (open + covered)

SL 1 - Non functional street light

WS 2 - Leakage / Pipe breakage SD 2 - Pipe breakage SWM 2 - Nuisance on vacant plots SWD 2 - Water Logging SL 2 - Exposed electrical cable/wire of streetlight

WS 3 - Illegal water connection SD 3 - Blockage / Overflow of sewer lines

SWM 3 - Overflow from secondary bins SWD 3 - Missing /damaged manhole cover

SL 3 - Damaged street light pole causing potential hazard

WS 4 - Contaminated water SD 4 - Discharge of untreated sewage in open place

SWM 4 - Removal of dead animals / carcass

SWD 4 - Delay in requested service SL 4 - Irregular operations of street light

WS 5 - Problem of turbid water SD 5 - Discharge of untreated sewage in storm water drainage

SWM 5 - Burning of garbage SL 5 - Insufficient lighting

WS 6 - No water supply SD 6 - Discharge of untreated sewage in water bodies

SWM 6 - No door to door collection SL 6 - Delay in requested service

WS 7 - Low water pressure SD 7- Broken or missing manhole cover SWM 7 - Maintenance of secondary bins

WS 8 - Irregular timing of water supply SD 8 - Delay in soakpit / septic tank cleaning

SWM 8 - misbehavior of SWM staff

WS 9 - Non functional stand post SD 9 - Unclean public toilet SWM 9 - Complaint against littering by individual

WS 10 - Non functional handpump SD 10 - No water supply in public toilet SWM 10 - Public littering

WS 11 - Issues of supply by municipal tanker

SD 11 - issues related to building condition, doors, fixtures, electrical fixtures in public toilet

SWM 11 - Garbage spillage from waste collection vehicles

WS 12 - Faulty individual meter (if applicable)

SD 12 - Issues related to timing of public toilet

SWM 12 - Mosquito/ other vectors menace

WS 13 - Delay in requested service SD 13 - Complaint about illegal sewer connection

SWM 13 - Poor condition ofwaste collection vehicles, non-compliance with motor vehicle and traffic rules

SD 14 - Delay in requested service SWM 14 - Cattle nuisance

SWM 15 - Delay in requested service

Complaints Codes - Sectorwise

UMC team trains city officials in the use of the Excel tool

Public grievance redressal tool developed by UMC

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Dehgam, a class “C” municipality has been using this PGR tool. Earlier, the ULB used to record complaints for water supply and solid waste management only through e-mail, fax, SMS and phone or written application. However, these complaints were not properly compiled. No ward-wise and sub-category-wise complaints were recorded.

The UMC team helped the city to replace the manual registers and transit to use the new tool.

Framework for assessment of a citizens’ charter

Dehgam municipality initially filled its existing complaint records of five months (April-August 2014) in the excel-based tool and since September, it recorded complaints using the PGR tool based on detailed categories for water supply, sewer and drainage, solid waste and storm water drainage.

Yearlyકુલ ફરિ યા દો

ચા ર્ટ ૫. વિ ભા ગ મુજબ ફરિ યા દો નો ગુણો ત્તર/1000 વસ્તી

0

1

2

3

4

5

6

7

8

9

1 2 3 4 5 6 7 8 9

ફ�રયાદો

વોડર

િવભાગ �જુબ ફ�રયાદોનો ણુોોર/1000 વસતી

પાણી �રૂવઠા ગટર અને ગ�ું પાણી ઘન કચરાની વયવસથા વરસાદ� પાણીનો િનકાલ સ્�ટ લાઈટ

Ward-wise analysis of complaints

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2

3

4

1

Date of preparation/ last revisionWhen to complain?

Where to complain?

How to complain?

Redressal options

3 Roles and responsibilities of ULB

2 Detailed and ambiguous service delivery standards

4 Roles and responsibilities of citizens

5 Exhaustiveness of types of complaints

6 Suggestions from citizens

GENERAL INFORMATION

USER - FRIENDLINESS

PAYMENTS

COMPLAINTS PROCESS

DISSEMINATION

1 Simple terminology

12 Small yet comprehensive document

13 Available in official and local language

1 Fees/ Charges/ Tariff 12 Penalties/ Fines

• Phone• Walk-in• Online• Written application/ letter• Verbal• SMS

• Time frame for redressal• Apology• Explanation• Assurance booked up with

action and monitoring• Action to remedy a complaint• Compensation (financial or

otherwise)• Adalat

11 Display in premises

12

13 Posters

Leaflets

16 Television

17 Local press

18 Directory

14 Booklets

5 Radio

19 Website

110 Social networks

11 Open house meetings

1

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Citizens’ Charter of Hyderabad Metropolitan Water Supply and Sewerage Board

To prepare a model citizens’ charter, UMC assessed citizens’ charters prepared by

• State Governments (Gujarat, Himachal Pradesh, Andhra Pradesh, Bihar and Karnataka),

• ULBs and water supply and sewerage boards (Chandigarh, Mysore, Vijaywada, New Barrackpore, Hyderabad, Chennai and Bangalore).

These charters were assessed on 5 key parameters and 37 sub-parameters. The key parameters include general information, complaint process, payments, user-friendliness and dissemination mediums.

The assessment of citizens’ charter revealed that majority of the charters lay emphasis on the time frame of redressal of complaints, action taken for redressal and making the charter user-friendly. There was moderate emphasis on providing general information such as roles and responsibilities of ULBs and citizens as well communicating and detailed and unambiguous service delivery standards.

The citizens’ charter of the Hyderabad Metropolitan Water Supply and Sewerage Board (HMWSSB) came into effect from January 26, 2000.

The HMWSSB provides the following services to its customers:

• Supply of potable drinking water

• Sewage collection and disposal

The charter includes a clear description of the Board’s service quality standards along with stipulated timeframe for complaint redressal. It promises a new water supply connection within 30 days from the date of payment of fees. It also specifies that the Board is responsible for obtaining the permission for road cutting and all

civil work to provide connection up to the customer’s premises, and fix a water meter. The Board assures a supply of minimum of 250 litres/ connection/ day of potable water. Residual chlorine of minimum 0.25 ppm and maximum 1.00 ppm would be maintained by HMWSSB. The board also commits minimum one hour water supply to the consumers.

The charter promises compensation to end-users when service delivery does not meet the standards. Other salient feature of the charter is that in case of disruption to a consumer with respect to water supply after a complaint has been lodged, the HMWSSB has two days to restore a consumer’s water supply. If the Board cannot do so, the HMWSSB must provide the complainant 250 liters of

water per day until the connection is restored. The Board has also set up ‘Water Lok Adalat’ since December 2000 to speedily resolve pending disputes in the courts relating to billing and payments.

The charter brought out by the Hyderabad Metropolitan Water Supply and Sewerage Board is unique as it has incorporated a provision of compensation as a token of commitment to its consumers in the event of failure to provide services within the stipulated time. The citizens’ charter is a joint effort between the HMWSSB and the consumers to improve the quality of the service provided by HMWSSB.

Source: http://www.hyderabadwater.gov.in/wwo/UI/citizencharter.pdf

There was minimal emphasis given to dissemination of the charter. Comparison of citizens’ charter also revealed that the charters prepared by the water and sewerage boards were comprehensive as compared to those prepared by ULBs.

UMC also conducted comparison between ‘what is stated in the charter’ and ‘actual services provided’ for water and sewerage sectors. The comparison revealed that greater emphasis is laid on modes of registering complaints/ request through phone-call, walk-in, online and written application and on details related to fees, taxes and charges.

Municipal charters are weak in nearly all key parameters except payment related information. However, charters prepared by water and sewerage boards are much more detailed and focus on user-friendliness and complaints registration – redressal process.

Dissemination of charters is unsatisfactory irrespective of organization. It was also notes that the actual services provided by the ULBs are more that that committed in the charter. On the other hand, water and sewerage boards provide fewer services than committed in their respective charter.

City officials learn about complaints monitoring tool

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Customer charter of Sembcorp Bournemouth Water, UK

Sembcorp Bournemouth Water (SBW) provides clean drinking water to about half a million people of Hampshire, Dorset and Wiltshire in the United Kingdom. SBW serves a population of 4.2 lakhs through 1.99 lakh connections.

The company supplies water across an area of about 1000 sq. km. They supply about 145 million litres of drinking water every day, through nearly 3000 kilometers of water mains. Their customer charter gives information on the services they provide, their commitment to customers and information on more advice.

The charter not only specifies compensation but it also specifies whether the compensation will be automatically made by the company or after a claim made by the customer.

Any delay in monetary compensation also attracts a penalty. Service delivery standards have been specified and hence assured. It informs the customers when the service is not normal.In case of failure of delivery standard, the company assures the number of days within which it would make it good or otherwise will compensate for the same. Source: http://www.sembcorpbw.co.uk/

Citizens’ Charter of Chennai Metropolitan Water Supply and Sewerage Board

The Chennai Metropolitan Water Supply and Sewerage Board brought out its citizens’ charter with the approval of Government of Tamil Nadu, Municipal Administration and Water Supply Department on April 16, 1998.

This charter aims to clearly state the standards of service delivery and

S.No.

Complaint/ Service

Service Standard Automatic Payment (A) / Customer Claim ( C)

No. of working days to make payment or credit

Compensation (£) Penalty Payments ( if compensation not given within the specified time limit) (£)

1 Satisfactory response to written complaints

Within 10 working days A 10 35 35

2 Installing a meter

Within 60 days, within 90 days during peak months

Free water until the meter is installed

3 Interruptions in supply

Notice will be issued 72 hours prior in writing (planned interruptions)

3.1 Planned interruption longer than the warning given

A 20 35 35

3.1.1 Extra 24 hrs period without water

A 20 35 35

3.2 Emergency interruption longer than 12 hours

A 20 35 35

3.2.1 Extra 24 hrs period without water

A 20 35 35

3.3 Emergency interruption longer than 48 hours (strategic main)

A 20 35 35

3.3.1 Extra 24 hrs period without water

A 20 35 35

4 Alternative supply

Water supply interrupted for more than 24 hours

10 litres water each day(min), it is more than 5 days then 20 litres each day

5 Repeated interruptions

In an year, more than 3 unplanned interruptions lasted more than total of 15 hours

C 20 35

6 Pressure Standard: 1 bar (10 metres head) Compensation: below 7 metres head, lasting more than an hour

A+C 35 35

7 Drought order related interruptions

Compensation where the essential household water supply is interrupted as a result of emergency restrictions enforced by a drought order

C 10

8 Water quality failure

A 20 10

9 Discoloured water

C 10

develop a transparent administration by taking the consumer into confidence.

Its mission is to enhance the health and quality of life for citizens in Chennai city by providing them with adequate supply of clean and good quality of water and safe disposal of sewage/ waste water at reasonable price.

The charter details out the process for availing new water and sewerage connection, documents to be enclosed and time limit within which the utility will be delivered. Various mechanisms have been put in place for handling the customer complaints.

Source: http://www.chennaimetrowater.tn.nic.in/public/charter.htm

Illustrative customer charter of Sembcorp Bournemouth Water, UK

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PAS Highlights

Fifth Annual retreat

The fifth annual meeting of all PAS partners was organized from 14-16 July 2014 at Ahmedabad. The objective of this annual partners meet was to review the experiences of Gujarat and Maharashtra in the last five years and plan activities for coming years. The market place focused on activities conducted by all the partners over the last five years. Ms. Renu Khosla from CURE was invited to present their initiative of “De-slumming cities – reinterpreting development”.

Dissemination workshop to share data on water and sanitation in urban Gujarat

UMC organized a dissemination workshop to share data and findings from the PAS with NGOs, civil society organizations, institutions and independent researchers in Gujarat. The workshop received a very encouraging response from the audience and generated a lively discussion on the importance of data in urban planning and management, the role of government in assimilating and analyzing this data on a regular basis and the need to disseminate this data among citizens and interested audience.

Understanding Water and Sanitation in urban Gujarat through Maps

UMC has developed a mapbook which presents the status of key performance indicators (KPIs) for water and sanitation derived under the PAS program for all 167 cities of Gujarat. The mapbook visually represents water and sanitation data on a Gujarat map, highlighting key regional and sectoral differences in service levels in the State. To avail a copy, send an email to info@umcasia.org

Participants interact at dissemination workshop

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Water quality surveillance system in Lathi

UMC is assisting Lathi to establish a regime for water quality surveillance in the city. The basic aim is to ensure systematic and periodic water quality testing in the city. The UMC team prepared a regime customized for Lathi Municipality, provided handholding support to the city to conduct routine tests in-house.

Landscape Study of on-site sanitation systems in cities of Gujarat

UMC recently conducted field studies to understand the value chain of on-site sanitation systems in cities of Gujarat. Field studies were conducted in Amreli, Lathi, Himmatnagar and Ahmedabad. The teams met with municipal engineers to understand the processes and systems in the urban local body pertaining to design, monitoring, and emptying of on-site sanitation systems. The team also met with private contractors involved in emptying of septic tanks. The on-site sanitation system of waste collection and treatment, conveyance and disposal was studied in detail. UMC has also prepared the Standard Operating Procedure (SOP) for fecal sludge management.Value chain of Sanitation: Collection4.1 Himmatnagar

Septic tank located outside the plot in the street ROW

Newer higher-end residential developments in the outskirts using single pit s for OSS disposal

Laying of underground drainage lines in some parts of the city.

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Lathi officials undertake water quality testing

Value chain for waste collection

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UMC is currently undertaking a research study on women hand-lorry transporters of Ahmedabad in association with Initiative for Transport and Development Programs (ITDP), a Delhi based NGO engaged in sustainable transport research, advocacy and policy intervention. The study which is supported by the Oak Foundation is examining the role of these hand-lorry workers in the urban freight sector and identify issues related to their working and living environment, access to services, health and well-being and social security.

As part of the study, UMC has interviewed over 300 women engaged as hand-lorry workers and head loaders in various whole-sale markets of Ahmedabad in collaboration with the Self Employed Women’s Association (SEWA), a trade union of poor, self-employed women workers. UMC has also conducted several meetings and focus group discussions with the workers, traders, government agencies, decision makers and institutions to inform the research. The next phase of the project will involve preparing socio-economic profile of these women and identifying gaps, opportunities, and potential solutions to improve their working conditions.

UMC CornerResearch study on women hand-lorry transporters of Ahmedabad

Tete-a-tete

Mr. Sanjay JhaHydraulic Engineer, Vapi Municipality

An engineer by qualification, Sanjay Jha joined the municipal cadre in April 2006. Currently, he is the hydraulic engineer of Vapi Municipality. He has made significant improvements in the supply of water in the city. Prior to this, he has worked in private engineering sector. But his interest in city development pulled him to the Vapi Municipality.

When I joined as a hydraulic engineer in 2006, water was not reaching the tail-end areas of the supply zones. The scheme for augmenting and improving water supply for the city was already approved. I wanted to change the pumping machinery that was planned under the scheme. I could do it only through my team’s support and rigorous follow-ups with senior authority. The horizontal split pumps were replaced with submersible pumps so as to save energy.

One submersible pump saves half an hour of pumping time. Twenty four such pumps have been installed at 4 different locations in the city. Earlier, it used to take 3 hours to fill the sump and the over head tank using 2 pumps. With the submersible pumps, the static head is now maintained and it now takes only 1.25 hours to fill up the tanks with only 1 pump. This has also ensured higher pressure of water supply and that water reaches the tail-end areas.

The SLB data collection and review that we do every year has helped us in making improvements in the water supply sector. We now have become very cautious and regularly monitor major pipelines for leakages to reduce the NRW.

We are trying to increase water connections and coverage. Even though GIDC is providing water connections, we are also trying to increase them. Currently, we are purchasing water from GIDC, but soon we will get our own water and will be able to provide water to the entire city. We also aspire to establish a systematic metering system in the city. We have developed the detailed terms of reference and hope for a quick approval.

There are many challenges of convincing and working with the elected members and the citizens. I am happy that I have a good team to work with and that we are able to resolve problems cooperatively.

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The Urban Management Centre is a not-for-profit organization based in Ahmedabad, Gujarat, working towards professionalizing urban management in India and South Asia. UMC provides technical assistance and support to Indian state local government associations and implements programs that work towards improvement in cities by partnering with city governments. UMC builds and enhances the capacity of city governments by providing much-needed expertise and ready access to innovations on good governance implemented in India and abroad. UMC is a legacy organization of International City/County Management Association (ICMA) and hence is also known as ICMA-South Asia. More details are available on www.umcasia.org

The ‘Performance Assessment of Urban Water and Sanitation (PAS) in India’, an action research project being coordinated by CEPT University, has been initiated with funding support from the Bill and Melinda Gates Foundation. The project, to be implemented over five years (2009-2014) in Gujarat and Maharashtra, aims to develop performance measurement and monitoring system for urban water and sanitation services. The PAS Project follows the framework of Service Level Benchmarking of the Ministry of Urban Development, Government of India.

The Urban Management Centre (UMC) is a partner to CEPT University for the PAS project in Gujarat. www.pas.org.in

UMC Editorial Team

Manvita Baradi Director

Meghna MalhotraDy. Director

Sonia DivyangCommunication Officer

Translation by Himanshu Kikani

Design by UMC

Team contributionArvind Singh, Vinay Patel, Anurag Anthony, Vanishree Herlekar

You can send us articles or suggestions at info@umcasia.org. We will be happy to print your contributions in the next newsletter. Please send them within one month of receipt of this issue.

Department of Administrative Reforms and Public Grievanceshttp://darpg.gov.in/

The Department of Administrative Reforms and Public Grievances is the nodal agency of the Government of India for administrative reforms as well as redressal of public grievances relating to the states in general and those pertaining to Central Government agencies in particular. The Department endeavors to document and disseminate successful good governance practices by way of audio-visual media and publications. The Department also undertakes activities in the field of international exchange and cooperation to promote public services reforms.

Citizens’ Charters in Government of Indiahttp://goicharters.nic.in/

The main objective of the exercise to issue the Citizen’s Charter of an organization is to improve the quality of public services. This is done by letting people know the mandate of the concerned Ministry/ Department/ Organization, how one can get in touch with its officials, what to expect by way of services and how to seek a remedy if something goes wrong. The Citizens’ Charter does not by itself create new legal rights, but it surely helps in enforcing existing rights. This website provides the details of Citizen’s Charter of various Ministries/ Department/ Organizations of the Government of India.

Useful Websites

Bangalore Water Supply and Sewerage Board (BWSSB)http://bwssb.org/pdf/BWSSB_Citizen_Charter_English.pdf

The Bangalore Water Supply & Sewerage Board (BWSSB) is committed to providing drinking water of unquestionable quality in sufficient quantity and to treat the sewage generated to the required parameters. As the leader in providing water and sanitation services, BWSSB is recognized as an effective instrument of change through adopting state-of-the-art technologies for improving the quality of its services to the general public.