PU AFFAIRS CENTRE PUBLIC AFFAIRS CENTRE [mm Bangalore Water Supply and Sewerage Board An Assessment of the Services of Bangalore Water Supply and Sewerage Board (BWSSB) by S. Sreedharan, Poornima G.R., and Meena Nair In association with the Office of the Chief Engineer (New Initiatives and New Water), BWSSB FOR 2016 Public Affairs Centre (PAC) is a not for profit organization, established in 1994 that is dedicated to improving the quality of governance in India. The focus of PAC is primarily in areas where citizens and civil society organizations can play a proactive role in improving governance. In this regard, PAC undertakes and supports research, disseminates research findings, facilitates collective citizen action through awareness raising and capacity building activities, and provides advisory services to state and non-state agencies. Public Affairs Centre No. 15, KIADB Industrial Area Bommasandra – Jigani Link Road Bangalore 560105 India Phone: +91 80 2783 9918/19/20 Email: mail@pacindia.org Web: pacindia.org ©2016 Public Affairs Centre Published by PAC with the support of International Development Research Centre – Think Tank Initiative (IDRC-TTI) Some rights reserved. Content in this publication can be freely shared, distributed or adapted. However, any work, adapted or otherwise, derived from this publication must be attributed to Public Affairs Centre, Bangalore. This work may not be used for commercial purposes. ISBN: 978-81-88816-96-5 Cover Design: Anil Kumar P.V., Public Affairs Centre. Printed in Bangalore at Ramya Reprographic Private Limited 2 CONTENTS Foreword 7 Abbreviations 8 Acknowledgment 9 Executive Summary 11 Chapter 1: Introduction 20 Chapter 2: User feedback on BWSSB services 28 Chapter 3: BWSSB Staff feedback 48 Chapter 4: Case studies: 67 1. Cauvery Head works 2. Treatment plant 3. Licensed Plumbers Chapter 5: Conclusions and Recommendations 79 Chapter 6: The Way Forward 87 ANNEXURES 90 ANNEXURE 1: User Questionnaire ANNEXURE 2: Staff Questionnaires ANNEXURE 3: Division-wise comparison tables 3 LIST OF TABLES AND FIGURES Table No. Page Table 1: No. of floors in the houses surveyed 28 Table 2: No. of kitchens in the houses surveyed 28 Table 3: Sources of water supply by BWSSB other than Cauvery water 29 Table 4: Frequency of Cauvery water supply 30 Table 5: Duration of Cauvery water supply 30 Table 6: Reasons for recent visit to BWSSB office 31 Table 7: Source of information for approaching BWSSB 31 Table 8: Reasons for approaching licensed plumber 32 Table 9: Accuracy of water bills 34 Table 10: Impression on current water tariff 34 Table 11: Feedback on irregularity in water supply 35 Table 12: Problem with man holes near the house 36 Table 13: Checking of water theft by BWSSB staff 36 Table 14: Nature of problems faced by the consumers 37 Table 15: Reasons for not contacting BWSSB for problem resolution 38 Table 16: Satisfaction with BWSSB’s grievance mechanism 38 Table 17: Overall satisfaction of consumers with BWSSB’s services 39 Table 18: Changes in the overall quality of services 39 Table 19: Observation of BWSSB’s advertisements on water saving 40 Table 20: Sources of water supply by BWSSB other than tap at home –Division 41 Table 21: Frequency of BWSSB water supply by Division 42 Table 22: Pressure in BWSSB water supply by Division 42 Table 23: Reporting of breakdown in water supply by Division 43 Table 24: Overall satisfaction with BWSSB’s services by Division 45 Table 25: No. of years of service by BWSSB staff 49 Table 26: Trainings undergone in the last three years 50 Table 27: Reasons for not attending any training programme 51 4 Table 28: Mode of communication by BWSSB for creating awareness 51 Table 29: People of influence interfering in discharge of duty 53 Table 30: Action taken by Officials to curb illegal connections 54 Table 31: Nature of complaints received from consumers 55 Table 32: Type of positive changes observed in the last one year 56 Table 33: Type of documents to be attached to application 57 Table 34: Feedback on the quality of service provided by the licensed plumbers 58 Table 35: Usefulness of information booklet to consumers 58 Table 36: Suggested reforms to improve working conditions in the Department 59 Table 37: Works assigned to licensed plumbers by BWSSB 76 Table 38: Services carried out by licensed plumbers for applicants 76 Table 39: Suggestions on water saving from plumbers 77 Table 40: Suggestions to BWSSB to improve the quality of service 78 Figure No. Page Figure 1: Sample coverage of BWSSB users 26 Figure.2: Frequency of Cauvery water supply 30 Figure.3: Duration of Cauvery water supply 30 Figure 4: Irregularity in water supply 35 Figure 5: Satisfaction with BWSSB's grievance mechanism 39 Figure 6: Breakdown in water supply 43 Figure 7: Satisfaction with quantity of water supply 44 5 Room No. 316 Vidhana Soudha, Bengaluru - 560001 Ph 22251 798 Internal 22033489 K.J. GEORGE Minister for Bangalore Development Town Planning No. lolz, 02915 Date: FOREWORD I am happy to note that Public Affairs Centre (PAC), Bangalore has carried out "An Assessment of Services? in Bangalore and the ?ndings are being published in the form of a book. I understand that the assessment is based on the Citizen Report Card methodology which is the flagship product of PAC for collecting citizen feedback on services provided by the government, the credibility of which comes from its focus on citizen?s experiences and its neutrality. strongly believes in and adheres to its mission statement of providing value added quality services to achieve customer satisfaction by reaching out to our consumers in all ways possible. This study will help the to do exactly that. Major findings of this study which were presented by the PAC Study Team will be a valuable aid in improving the quality of services provided by This also gives an opportunity to bring in strategic reforms and re-orient delivery mechanisms and priorities by treating the findings as diagnostic pointers. I hope that by sharing the contents of this report, other policy makers and service providers will be encouraged to seek feedback from the people they serve to improve quality of the services provided by the government. Emacs: K. J. George) ABREVIATIONS AEE Assistant Executive Engineer AE Assistant Engineer BWSSB Bangalore Water Supply and Sewerage Board CRC Citizen Report Card EE Executive Engineer JE Junior Engineer PAC Public Affairs Centre 8 ACKNOWLEDGMENT We take this opportunity to express our sincere gratitude to BWSSB and its staff for ensuring the successful completion of this study. We are grateful to many individuals in this study and place on record our sincere thanks to those who helped us in the process, in particular:  Shri. Tushar Girinath, I.A.S., Chairman, BWSSB for his kind support.  Shri. T M Vijay Bhaskar, I.A.S., former Chairman, BWSSB for his support and his valuable inputs.  Shri. Anjum Parwez, I.A.S., former Chairman, BWSSB, for his interest and support.  Shri. M.S. Ravishankar, I.A.S., former Chairman, BWSSB for according approval to the proposal and initiating the process of this study.  Mr. Narayana, former Chief Engineer, NI&PO, for his kind cooperation.  Mr. N. Narasimhamurthy, Chief Engineer, NI&PO, for his support.  Dr. P. N. Ravindra, Additional Chief Engineer- New Initiative and Public Outreach, and his colleagues Mr. C. Narayanaswamy, Ms. K. Rekha and Ms. G.V. Smitha for their constant support and guidance in providing access to information, organising special meetings with BWSSB higher officials, formation of Core Committee to review our work and also for letting us interact closely with the staff of Divisional, Sub-divisional offices, Service stations, Cauvery Head Works and Treatment Plants.  The BWSSB Core Committee members constituted for this study, comprising of Shri H.M. Ravindra (ACE, UFW), Shri. J.M. Shivaraju (ACE, STP) and Shri. Ravindranath B.P. (AO, K&P) for their proactive involvement in the study process.  Mr. Narahari, EE (RBC) for providing the BWSSB consumer database for conducting user interviews.  Late Dr. Samuel Paul, Founder, Public Affairs Centre for his inputs regarding data collection and sampling design.  Our Director Mr. Raghavan Suresh and colleagues at Public Affairs Centre for all their encouragement and support.  All officials and staff of the BWSSB Divisional, Sub-divisional offices, Service stations, Cauvery Headworks and Treatment plants and also all those who have helped us directly or indirectly during the course of the study.  All the 2057 consumers of BWSSB for sharing their valuable feedback on the services provided by BWSSB. While we are grateful to the individuals mentioned above for their contribution, we the authors are solely responsible for the opinions expressed and any errors therein. Dr. S. Sreedharan Ms. Poornima G. R. Dr. Meena Nair 9 10 EXECUTIVE SUMMARY The Bangalore Water Supply and Sewerage Board (BWSSB) provides two of the most critical services that the city needs – potable water of ‘unquestionable quality in sufficient quantity’, and underground sewerage connections, along with treatment of sewage generated. To be able to achieve these objectives, it is important that the process of service delivery is continuously assessed, and improvements made accordingly. Public Affairs Centre, Bangalore carried out ‘AN ASSESSMENT OF BWSSB’s SERVICES’ in Bangalore based on the Citizen Report Card approach pioneered by it. The study was based on user feedback generated through a scientific random survey of users and service providers. Median Insights and Research, one of the social and market research organisations based in Bangalore conducted the field survey. The objectives of the study were as follows:  To systematically assess the quality, responsiveness and outcomes of the basic services provided by Divisional, Sub-divisional and Service Stations to the public;  To generate a better understanding of the problems and constraints being faced by the BWSSB staff in their role as service provider to the community; and  To assist the BWSSB to use the information and knowledge generated through the study so that actionable policies and remedies can be formulated. Public Affairs Centre (PAC) is a leading not-for-profit independent think tank dedicated to mobilizing a demand for good governance in India. PAC’s tools are designed towards allowing citizen-monitoring of public service delivery and it’s most famed innovation, the Citizen Report Card (CRC) approach, has received much acclaim globally, earning extensive mention in the World Bank’s World Development Report 2004, ‘Making Services Work for Poor People’. PAC’s work is primarily organized around the premise that an informed and active citizenry is the key to improved governance. The Citizen Report Card (CRC) is a simple and credible tool to provide systematic feedback to public agencies about various quantitative and qualitative aspects of their performance. CRCs elicit information about users’ awareness, access, usage and satisfaction with public services. This assessment of delivery of services at the level of Divisional, sub-divisional and service stations, was done through a random sample survey of consumers and BWSSB staff. The survey of consumers focussed on their experience in availing the services from BWSSB and thus shed much needed light on an area where the department spends a major part of its resources and deploys large number of its manpower. Interviews with the BWSSB staff on the other hand, elicited their views on how well they are able to provide services to their users and the difficulties and constraints they face in the course of this work. 11 The research design involved in-depth scoping exercises among a small sample of users and providers to collect information, which was then used to populate three types of data collection instruments – for consumers, for senior-level BWSSB officials and other BWSSB personnel. This was followed by the development of a scientific sampling design, finalisation of the questionnaires, and implementation of the CRC survey after receiving approval from the BWSSB Core Committee. Data collection was carried out through the CAPI (Computer Assisted Personal Interview) method using ODK software. Intense quality monitoring exercises were carried out to ensure data credibility. Upon completion of the survey, data analysis and interpretation were conducted resulting in this report. In all, more than 2600 interviews were carried out among the following segments of stakeholders. Scope of coverage Consumers from all subdivisions (2057 interviews) Providers EE, AEE, AE, JE, water inspector, Valve man, Meter Reader, Sanitary worker, Drivers Staff from Cauvery Head Works, Treatment plants, pumping stations, Waste water Management, Plumbers Salient findings and observations that emerged from the study along with their inferences are presented below: 1. Streamlining the BWSSB database system Findings:  The BWSSB user database was initially collected from BWSSB to identify user addresses for interviews. But the database did not prove to be very useful. In many cases the user contact number was wrongly filled and only a few contact numbers had the contact details of the hired plumber. Inferences:  BWSSB database format is good, but requires more details – users’ addresses should include door number, main road, cross road, area and nearby landmark and contact details.  The application format should have sufficient space to fill the full address. 12  It was observed that licensed plumbers play a major role in the water connection process. So, if BWSSB makes a provision for contact details of both consumer and plumber in the application form, it will help to store a useful database that BWSSB can use for future communications. 2. Streamlining the new water connection process Findings:  More than 90% users got the new water connection through licensed plumbers.  The consumers on an average paid Rs. 8,349/- to a licensed plumber (from getting the application form to installing the new connection) for getting a new connection and it took 21 median days for the plumber to install the connection. However, when the consumer approached BWSSB directly, the average amount spent was Rs. 5,241/- per connection, which included plumber charges. The time taken was less than a week for 29% and one to two weeks for around 30% consumers. Inferences:  This comparative analysis shows that utilizing the services of a plumber for the entire process of getting a new connection is costlier and involves more time as compared to the consumer approaching BWSSB directly. BWSSB should look into this aspect holistically and deal directly with the consumers through an online process.  Since installation is an important aspect, BWSSB should train the plumbers and monitor the installation process to ensure use of good quality materials preferably MDPE pipes with saddles. There should be a penalty clause in the agreement if the plumber charges more than the prescribed fee for the materials or uses low quality materials and enforce it effectively whenever there is a breach of agreement.  BWSSB should create awareness among the public about the easy way of completing the application process and getting a sanction without using a plumber. BWSSB should set up a toll free number for this. Separate teams should be formed for this work.  Simplify the process of application with minimum supporting documents.  There was no uniformity in the amount charged by the licensed plumber to users. BWSSB should fix an amount for each connection based on the building size. According to the Bangalore Water Supply and Sewerage Act 1964, which has undergone several amendments including one round in 2013, under Section 59, there is a provision to fix the plumber fee – “… The Board may make regulations for the guidance of licensed plumbers and a copy of all such regulations shall be attached to every licence granted to a plumber by the Board. 13 (5) The Board may, from time to time, prescribe the charges to be paid to licensed plumbers for any work done by them….. (6) No licensed plumber shall, for any work referred to in sub-section (5), demand or receive more than the charges prescribed there for under that sub-section. (7) The Board shall make regulations providing for (a) the exercise of adequate control on all licensed plumbers; (b) the inspection of all works carried out by them; and (c) the hearing and disposal of complaints made by the owners or occupiers of premises with regard to the quality of work done, material used, delay in execution of work, and the charge made, by a licensed plumber. (8) No licensed plumber shall contravene any of the regulations made under this section or execute carelessly or negligently any work under this Act or make use of bad materials, appliances or fittings. (9) If any licensed plumber contravenes sub-section (8), his licence may be suspended or cancelled whether he is prosecuted under this Act or not.”1 “Section 82: Work to be done by licensed plumber.—(1) No person other than a licensed plumber shall execute any work described in this Chapter and no person shall permit any such work to be executed except by a licensed plumber: Provided that if, in the opinion of the Sanitary Engineer, the work is of a trivial nature, he may grant permission in writing for the execution of such work by a person other than a licensed plumber. (2) The provisions of section 59 shall be applicable in respect of any work connected with any drain as they are applicable in respect of any work connected with water supply.”  Sanction of BWSSB new water connection under SAKALA Act2 should also be followed. The details as given in the Act regarding BWSSB services are as follows:  “Permission for new connection/Additional Connection for water supply and Under Ground Drainage for residential buildings excluding Apartments – 7 days.  Permission for new connections/ Additional connections for water supply and Under Ground Drainage for multi-storied buildings – 21 working days.  Clearing of blockage of Under Ground Drainage (UGD) pipelines and replacement of Damaged/ missing Manhole Cover – 3 working days.” 1 http://dpal.kar.nic.in/pdf_files/36%20of%201964%20(E).pdf 2 http://www.sakala.kar.nic.in/download/669%20service%20schedule%20english%202014.pdf 14 3. A relook at the BWSSB Helpline Findings:  BWSSB has a 24/7 helpline (080 2223 8888). But the helpline number was not reported by most consumers when asked.  There are no voluntary offers of help for citizens or consumers visiting BWSSB offices. Inferences:  If the Board can come up with a 4-digit helpline3 number, 5-digit mobile number and 10digit WhatsApp number, it would be very easy to remember. This helpline number can be displayed on the BWSSB water supply and sewerage maintenance tankers (these tankers are roaming around the city). The helpline number can also be displayed on the water bill.  BWSSB should put in place a proper grievance redress mechanism and transmit it to the public through different media so as to gain confidence of the people in resolving their problems. A good example would be to set up a help desk in the service station or in the sub division office. The help desk will help to increase awareness among people on various aspects – the process of application for a new domestic connection, fee to be paid, details of persons to be contacted in case of problems, and the process of lodging a complaint.  Establishing a strong grievance redress system and putting up the details in the public domain for the benefit of the public, can help improve efficiency of BWSSB’s services. 4. Water theft / Illegal water connection Findings:  Nearly 80% users reported that nobody from BWSSB visited to check water thefts. Some 10 to 12% of the users reported that the regular staff of BWSSB and the meter reader did make a visit.  It was found that 60% of the staff interviewed was aware of the instances where consumers used motors to pump water illegally from the main line without meter. Inferences:  BWSSB should setup a separate wing to monitor water thefts and illegal water connections in the city.  The field staff should carry out regular checks on water thefts and plug leakages in supply lines in their respective areas and report it to the higher authorities or take The study team was recently informed that there is a move by BWSSB to adopt the number 1916 as a universal helpline number. 3 15 appropriate action on the spot to prevent thefts. Water theft punishments should be advertised in TV, Radio, Newspapers, and announced in Water Adalats. 5. Increase staff strength, upgrade technology and efficient water usage Findings:  The study found that staff shortage was reported to be affecting performance in BWSSB. The interviews with the officers (AEE) revealed that the posts of AEE are sufficient while there is an additional requirement for AEs, JEs, Senior Water Inspectors, Valve man, Meter reader and Sanitary Inspector/workers.  In case of Kaveri Head Works and waste water management, the staff felt the need to increase the staff strength. It was observed that there is no formal appreciation mechanism in the department. All those interviewed expressed that they needed motivation. Inferences:  Increase or reallocate staff strength across sub-divisions to ensure a reasonable staff: consumer ratio to improve efficiency and upgrade their skills by providing necessary training.   Staff should be transferred at regular intervals within the Board across different sectors. This would be helpful to increase knowledge on different sectors and staff getting exposed to all kinds of working experiences. BWSSB may consider rewarding staff by way of awarding merit certificates in a public function based on the efficiency and turnover of work by individuals.  Periodic performance appraisals can pave way for identifying the right persons for appreciation and promote competition among staff to work better.  Appreciation of work can also be exhibited by sending on exposure visits and by deputing for trainings inside and outside. Staff felt the need to get trained in water supply, electrical maintenance and transmission; upgrading the equipments, control system, automation, recycling of water, transformers, motors, switch gears and pumps.  Most of the senior staff members are getting retired. During their period of service, they acquired good skills and vast experience in their own fields of work. Board should utilise their expertise to train the youngsters before they retire from the service. Replace old machines and upgrade the equipment; increase efficacy of staff.  Develop an app for bill payment. This would help consumers make payment through their mobile phones.  Treatment plants are producing good amount of treated waste water. But there is no sufficient demand for treated waste water. For this, Board should recruit a marketing 16 professional to create demand and sell the treated waste water. Board should also create awareness among the users to use this water for non-potable purposes.   Interdepartmental (BBMP, BDA, and Pollution Control Board) coordination is very much required. Separate lines should be laid for drainage and sewerage. If both lines are separate, the drainage water can easily be directed to the lakes and sewerage water can be treated. It will save money and time to the Board. BWSSB has already set up small treatment plants in government hospitals. These hospitals are using treated waste water for gardening and other non-potable purpose. Similar kind of initiatives can be explored for private hospitals as well. 6. Suggestions for water saving Findings: Water saving methods are clearly outlined by BWSSB in their various dissemination materials. But the dissemination process is to be followed more aggressively, as is reflected from low awareness levels regarding rainwater harvesting, procedures for new connection, or the Consumer Charter. Inferences:  There is a need to increase awareness among users related to using drinking water only where required and use treated waste water for other purposes; adopt rain water harvesting system and use rain water, incentivise water saving initiatives, use of modern technology for toilets (auto flush toilets, urinals without water).  Water can be saved by using perforated showers at bathrooms, by not using hose pipes for washing car, unwanted cleaning of houses, compounds, etc.  Water saving methods should be printed on backside of the water bill.  Unaccounted water should be measured and installation of water connections at home should be carried out to avoid public sources where there are more chances of leakages. 7. Address zonal variations Findings:  Around 47% of the consumers in South East division expressed partial satisfaction with the quality of water.  More than 50% of the consumers in North division are dissatisfied with the quantity of water supplied.  In North West division, 33% of the consumers found the process of application for a new water connection difficult; while all consumers in East, West, South and South West divisions found it easy. 17    More consumers from East, North and North West divisions than the others were dissatisfied with the current grievance redress system More than 75% of the consumers across the divisions were completely satisfied with the overall service aspects of BWSSB More than half of the consumers from all the nine divisions conveyed that there was no change in the service provided by BWSSB during the last one year. Inferences: There is an immediate need to look at the lacunae in the service delivery system in those zones that reported lower satisfaction levels from BWSSB consumers. A focussed attention to the quality of management and supervision will help improve performance and thereby the satisfaction levels of the consumers. While the above are findings from the study and the inferences thereof as understood by the PAC Study team, the draft report went through a comprehensive independent review process through the BWSSB, the recommendations of which were added to the inferences above. __________________ 18 HIGH PRIORITY RECOMMENDATIONS (in consultation with BWSSB) BWSSB’s services could be highly recognised through a robust consumer redressal system, which needs to be in place. An effective team can manage issues related to day-to-day activities with regard to Customer Management System and Online Water connection sanction. For quick redressal of issues concerning online water connection and matters in the customer advanced control room, the operation team could monitor issues with the help of sophisticated software/tool/applications and report on a regular basis to improve the efficiency of BWSSB services. For online water connection system, a dedicated and well trained person needs to be in place to follow-up the Online Water Connection applications received and report to the senior officer, by regularly monitoring an online water connection ‘dashboard’. Further, BWSSB should have a well-trained plumbing team at each service station for installing a water connection, as per the technical norms outlined by BWSSB. BWSSB also needs a separate leak repair group available on a 24/7 basis to rectify water pipeline leakages and sewer overflows. Staff training and Staff evaluation recommendations include: Newly recruited staff should pass the internal departmental technical exams to continue in their position. There should be internal exams to test the ‘fit’ of staff when they apply for another position within the organisation. Periodic performance appraisals will help to promote efficient staff. Ensuring staff strength (Staff sanctioned and working): BWSSB should conduct an internal staff audit for each department in BWSSB to find out the staff strength. It will help to rearrange the staff based on departmental /divisional requirements. 19 1. Introduction 1.1 Background The Bangalore Water Supply and Sewerage Board (BWSSB) is committed to providing drinking water of unquestionable quality in sufficient quantity and to treat the sewage generated to the required parameters4. To achieve the same, BWSSB has been adopting state-of-the-art technologies and abstracting from various water resources to fulfil the needs of the citizens of Bangalore. Prior to its formation, the task of providing water supply to the city was with the Bangalore City Corporation in the Cantonment area and KPWD in the city area. The cost of maintenance was charged to the corporation which was purchasing the water in bulk from PWD. The head works was under the control of PWD. From 14th August 1961 the entire distribution system except the head works was transferred to BCC for its maintenance. With the realisation for the need for creating an autonomous Board for handling the Cauvery Water Supply Scheme on commercial lines, the Bangalore Water Supply & Sewerage Board was constituted under an Act of Karnataka State Legislature vide notification No.PLM/15/MNY/64 dated 30th September 1964 and the Board came into existence on 2nd October 1964. With the formation of the Board the entire system of water supply component was transferred to the Board on 1st December 1964 and the sanitary component on 21st December 1964. Upon recognizing the power of user feedback in improving the quality of public services using the Citizen Report Card (CRC) approach developed by Public Affairs Centre (PAC), Bangalore, BWSSB invited PAC to conduct an assessment of its services in its jurisdictional area in Bangalore. PAC in turn accepted the offer and entered into an agreement with BWSSB to conduct the assessment by applying CRC methodology. PAC is a leading non-profit think tank dedicated to mobilizing a demand for good governance in India. The focus of PAC is primarily in the areas where citizens and civil society organisations can play a proactive role in improving the governance. PAC has designed a number of leading-edge tools in this regard and has also been at the fore of ground breaking advancements in electoral legislation in India. Our services have been sought internationally for consultancy by the World Bank, UK’s Department for International Development, Asian Development Bank and a host of other donors. Our tools are designed 4 See http://mybwssb.org/content/about-bwssb-0 20 towards allowing citizen-monitoring of public service delivery and our most famed innovation, the CRC, has received much acclaim globally, earning extensive mention in the World Bank’s World Development Report 2004, ‘Making Services Work for Poor People’. Initiated with grants from the Ford Foundation and the National Foundation of India, PAC now works largely on a project basis, conducting CRCs, public policy research and channelling funds to improve accountability in public service delivery in India. PAC’s work is primarily organized around the premise that an informed and active citizenry is the key to improved governance. Citizen Report Card (CRC) as a Tool for Transparency and Accountability The Citizen Report Card (CRC) is a simple and credible tool to provide systematic feedback to public agencies about various quantitative and qualitative aspects of their performance. CRCs elicit information about users’ awareness, access, usage and satisfaction with public services. In the context of poverty reduction programmes, it often complements the expert analyses and conventional poverty monitoring indices with a “bottom-up” assessment of pro-poor services. CRC identifies the key constraints that the citizens, especially the poor and the underserved face in accessing public services, their appraisals of the quality, adequacy of public services and the quality of interactions they have with the providers of the services. CRC offers several recommendations on sector policies, strategies and programmes to address these constraints and improve service delivery. CRCs entail a random sample survey of the users of different public services (utilities), and the aggregation of the users’ experiences as a basis for rating the services. CRCs also help to convert individual problems into common sectoral issues. It facilitates prioritization of reforms and corrective actions by drawing attention to the worst problems highlighted. CRCs also facilitate cross fertilization of ideas and approaches by identifying good practices. CRC studies provide a benchmark on quality of public services as experienced by citizens. Hence, they go beyond the specific problems that individual citizens may face, and place each issue in the perspective of other elements of service design and delivery, as well as a comparison with other services, so that a strategic set of actions can be initiated. CRCs capture citizens' feedback in simple and unambiguous terms by indicating their level of satisfaction or dissatisfaction. For example, the most basic but clear feedback that a citizen may give about the provision of Primary Health is total dissatisfaction. To appreciate this feedback, we must relate it to the ratings given to other dimensions by the same person. For example, satisfaction with the behaviour of doctors may be rated worse than availability of medicines. When we look at these two pieces of information, we can conclude that provision of health services may be a cause of dissatisfaction, but the priority for corrective action may be on improving the attitude and behaviour of doctors. Hence measures of citizens’ satisfaction across different dimensions of public services constitute the core of CRC studies. 21 With the help of learning from various projects carried out at the national and international arena, continuous efforts are being made to widen the scope and depth of the CRC approach. In some of the recent CRCs carried out, different advocacy methods involving closer community participation have been tried and found effective. In the same manner, other stakeholders in addition to users, such as service providers themselves, community representatives, etc. are also being covered within the ambit of the CRC survey to bring about a balanced approach and comprehensiveness to the service(s)/programme(s) being covered. CRC studies do not stop with measures of satisfaction - they go on to enquire into specific aspects of interaction between the service agency and the citizen, and seek to identify issues that emerge in connection with the same. In simple terms, it suggests that dissatisfaction has causes, which may be related to the quality of service enjoyed by the citizens (like reliability of water supply, or availability of learning materials in a public school), the type of difficulty encountered while dealing with the agency to solve service problems (like complaints of water supply breakdown) and hidden costs in making use of the public service (special tuition fees to teachers or investments in filters to purify “drinking water”). Therefore we can see that CRC studies go into different aspects of performance in interfacing with citizens, to provide indicators of problem areas in public services. An important aspect of CRC is the credibility that it has earned. The conclusions in a CRC are not opinions of a few persons who think in a particular manner, nor the complaints of a few aggrieved citizens. The methodology involves systematic sampling across all subsections or segments of citizens - including those who are satisfied as well as the aggrieved - and presents a picture that includes all opinions. This is possible because the methodology makes use of advanced techniques of social science research, for selecting samples, designing questionnaires, conducting interviews, and interpreting results. As a result, the CRCs provide reliable and comprehensive representation of citizens' feedback. The stages of implementing a Citizen Report Card exercises are as follows: 22 Citizen Report Card - Stages 1 2 3 4 5 6 • Situation Assessment and Formulating Scope of work • Citizen Feedback Survey • Service Ratings • Dialogue and Advocacy with Service providers • Citizen’s participation in Reforms • Continuous Benchmarking and Review Outcomes of Citizen Report Cards The concept of citizen feedback surveys to assess the performance of public services is relatively new and is gaining fast wide acceptance. The responses to CRCs indicate impact at four levels as given below: Stimulating reforms CRC studies clearly brought to light wide canopy of issues, both quantitative and qualitative that send strong signals to public service providers. The use of a rating scale permitted the consumers to quantify the extent of their satisfaction or dissatisfaction with the service of an agency, as well as different dimensions d of its service. The inter-agency agency comparisons that a report card permits make it possible quantification and rankings, which demand attention in a way that anecdotes do not. Activating ing stakeholder responsiveness Many agencies used the CRC findings findings as a diagnostic tool to trigger further studies and internal reforms. These findings help senior leadership to monitor effectiveness of administration across wide areas, in a simple and direct manner, free of technical details. For administrators and planners, lanners, it provides insights into aspects of service delivery where greater care, supervision and investment may be required. 23 Raising public awareness The CRC findings are always placed in public domain and disseminated widely through the media. Needless to say, specific findings and the novelty of the method used, make it useful and attractive to the media. Since issues of poor public service come up from time to time, the media as well as researchers link it to CRC findings, and use the valid and reliable base for raising issues and proposing change. Mobilization of State–Public partnerships Seminars and meetings are an integral part of disseminating CRC findings, and involve both government officials and representatives of civil society organizations and NGOs. CRCs give this critical segment a handy tool to focus on issues of concern and stimulated them to move from anecdotal and subjective issues to facts and figures while requesting public service agencies for specific improvements in priority areas. It also provided these groups with an opportunity to understand the constraints under which service providers function and explore options for community initiatives for problem solving. In short, the insights derived from CRCs can shed light on the degree to which services are reaching the target groups, the extent of gaps in service delivery, and the factors that contribute to any misdirection of resources and services. They help identify issues that constrain effective access and usage of services, like availability, ease of access, quality, reliability and costs. CRCs also help to identify possible ways to improve service delivery by actively seeking suggestions from citizens. 1.2 Study Design BWSSB covers an area of 800 sq.km serving a population of more than 8.5 million people. There are nine operating divisions that are further divided into 31 sub-divisions and 122 service stations, with the lowest levels having the maximum interaction with the consumers. Objectives of the study 1. To systematically assess the quality, responsiveness and outcomes of the basic services provided by Divisional, Sub-divisional and Service Stations to the public; 2. To generate a better understanding of the problems and constraints being faced by the BWSSB staff in their role as service provider to the community; and 3. To assist the BWSSB to use the information and knowledge generated through the study so that actionable policies and remedies can be formulated. The scope of the study is limited to the services of the sub-divisional and service stations (among the various levels of BWSSB offices), as they are the focal points for providing assistance to citizens for better service delivery and redress their grievances. It is understood that BWSSB provides a basket of services related to water supply to its 24 customers. PAC however, limited this assessment to the most critical services as recommended by BWSSB. This assessment of delivery of services at the level of Divisional, sub-divisional and service stations was done through a random sample survey of users and BWSSB staff. The survey of users focussed on their experience in availing the services from BWSSB and thus shed much needed light on an area where the department spends a major part of its resources and deploys large number of its manpower. Interviews with the BWSSB staff on the other hand, elicited their views on how well they are able to provide services to their users and the difficulties and constraints they face in the course of this work. 1.3 Research Methodology Initial discussions with BWSSB officials PAC met BWSSB officials at various levels to understand norms followed for dealing with receiving applications for water supply, forwarding the application to the sanctioning authority, releasing service connection, maintenance of water lines, attending to consumer complaints regarding water supply in terms of its quality and other technical matters and action taken on complaints. Development of data collection instruments Data collection instruments were developed as per discussions with the BWSSB officials, and finalized after piloting the same and vetting with the BWSSB Core Committee. These included  Interview schedule for BWSSB users  Interview schedule for BWSSB staff (Engineers)  Interview schedule for BWSSB staff (Others)  Plumber questionnaire Development of sampling design The study involved interviews with 2617 users and service providers covering the jurisdiction of BWSSB. The user samples were selected from all divisions of BWSSB based on random sampling method from the database of the list of users provided by BWSSB. However, due to inconsistencies in the database such as incomplete addresses and incorrect phone numbers, the scope of the sampling design was widened to identify relevant households in the field under the strict supervision of the PAC study team. The service provider sample size covered all levels of BWSSB staff sitting in various divisional and subdivisional offices, service stations, Head Works and treatment plants. 25 Field work and Quality Assurance A Bangalore based agency with prior experience in conducting extensive surveys was selected to carry out the field work. A comprehensive 6-day training programme for the survey team was carried out in Bangalore for canvassing the interview schedules among BWSSB users sers and service providers. After this training, training, field tests were carried out over two days to assure their interview skills. The Th overall training programme thus involved briefing on the data collection instruments, uments, mock call exercises and actual field testing. To collect accurate information and ensure total geographical coverage, PAC used the ‘Open Desk Kit’ (in Tablets) using the CAPI (Computer Assisted Personal Interview) method of data collection. Figure 1 shows the resultant coverage of users of BWSSB in Bangalore. Figure 1: Sample coverage of BWSSB users During the course of field work, the PAC study team regularly monitored the field work through field visits and carried out spot checks, back checks, checks, accompaniment and onsite scrutiny of the filled-in interviews on the tablet. The team supervisors also kept in contact with PAC team for updates on a daily basis. Another round of random enquiry was carried out in the Centre entre by calling users, who were interviewed by the survey agency. Data entry, analysis and report writing While data collected from the user interviews was fed into a cloud-based based database for monitoring and checking,, data entry was also carried out for the interviews among BWSSB service providers. First level tables were then generated for further analysis by the PAC 26 study team. These tables have been presented and interpreted in different chapters in this report. A. The user feedback data has been analysed in two ways: 1. Across all users 2. Division-wise comparisons. B. The staff feedback has also analysed across the two categories: 1. Staff-1 (EE, AEE, AE, JE) 2. Staff-2 (Meter reader, Water inspector, Valve man, Driver, Sanitary workers). C. Case studies were carried out for the staff working in the following units and have been presented separately: 1. Cauvery Head works 2. Waste water and treatment plant 3. Plumbers. 27 2. User Feedback about BWSSB’s Services 2.1 Background A total of 2057 BWSSB users were interviewed through a household survey to get their feedback on the services provided by BWSSB. These consumers were selected from the catchment area of 9 divisions under the BWSSB jurisdiction. The study excluded users of BWSSB in apartments and commercial complexes as per discussions with the BWSSB Core Committee; the main reasons being lack of awareness of release/use of water from BWSSB among residents in apartments and commercial establishments requiring a different study altogether. Based on the database of users received from BWSSB, the main criteria for selection of users was that the user should have got a new water and sewerage connection in the last 5 years from BWSSB. The following chapter provides an assessment of the experience of the users with those services. 2.2 Profile of Respondents Majority of the consumers (41.5%) were aged above 51 years and were men (72.5%). While more than half were using the house for self-occupation, 42% reported own use and rental purpose. Most of them lived in houses constructed on a site size ranging from 1001 to 1250 sq ft. It was observed that 41% of the users were having only ground floor houses, one-third with ground and first floor and a little less than a quarter with ground and two floors. A slight variation was noted in the number of floors and kitchens. Percentage of people who reported one kitchen (57%) is more than those having ground floor house (41%). This may be attributed to the joint family concept where one house may have more than one kitchen. The following Tables (1 & 2) represent the number of floors and the kitchens: Table 1: No. of floors in the houses surveyed Particulars Ground Ground + first Ground + two Multi storied Total % 40.7 31.1 24.1 4.2 100.0 Table 2: No. of kitchens in the houses surveyed No. of Kitchens 1 2 3 4 5 Total N 837 639 495 86 2,057 % 57.4 28.2 11.9 1.8 0.6 100 N 1,181 580 245 38 13 2,057 As regards occupation, one-fourth each of the consumers reported either self-occupation or private service. Another 13-14% composed of retired persons and labourers. Education levels varied from secondary to graduation. There were 3.5% post-graduates. Average family size consisted of five members with three males and two females. Against an 28 average monthly income of Rs. 20,800 per household, the average monthly expenditure was found to be approximately Rs.10,300. 2.3 Usage pattern The study revealed that for a majority of the households (65%), Cauvery water is the main source of water, while nearly 20% reported public taps apart from Cauvery water. The rest use hand pumps, bore wells, mini water supply and tankers at cost besides Cauvery water (Table 3). Table 3: Sources of water supply by BWSSB other than Cauvery water Source of water Public Tap Public Hand Pump/bore well Bore well water connection through tap near home Public Mini Water Supply Scheme Tanker supply (free of cost) Tanker supply (with cost) No other water source Others % 19.7 9.5 6.7 N 406 195 138 5.9 1.1 4.1 65.4 0.9 121 22 84 1,346 19 Ninety-three percent of the consumers reported tap at home as the main source of water supply. Almost all the users (99.4%) informed that they have BWSSB water connection with meter at home and 97.5% having connected to sewerage line. 2.4 Quality of service More than half of the consumers (54%) conveyed that they get water once in two days and one-third reported to be getting once in three days (Table 4). Nearly 10% of the users reported getting water once in 4-5 days. Most of them conveyed that the duration of supply was 1-5 hours with 48% reporting 2-3 hours on the day of supply (Table 5). Table 4: Frequency of Cauvery water supply Frequency of water supply Once a day Once in 2 days Once in 3 days Once in 4-5 day Irregular Total % 1.5 54.0 33.1 9.6 1.8 100 Table 5: Duration of Cauvery water supply N 31 1,111 680 198 37 2057 Duration Less than one hour One to two hours Two to three hours Three to five hours More than five hours Don’t Know Total 29 % 3.1 20.4 48.2 16.6 9.7 1.9 100 N 64 420 992 341 200 40 2057 Fig.2: Frequency of Cauvery water supply 54 60 Percentage 40 33 40 30 30 20 20 20 0 48 50 50 10 Fig.3: Duration of Cauvery water supply 60 10 10 2 2 0 Once a day Once in 2 days Once in 3 days Once in 45 day Irregular 17 10 3 Less than a One to two Two to Three to hour hours three hours five hours 2 More than Don’t Know five hours A majority of the consumers (60.5%) reported receiving water between 7.00 am and 12.00 noon and that appeared to be the preferred time by nearly 90% of the users. Around 61% of the users reported that the pressure of water supply was medium. 2.5 Coping strategy, breakdown in water supply, quality and satisfaction  Adequacy of water for the daily needs was conveyed by nearly 85 85% of the consumers. The rest purchased water from outside and also used public taps.  Hardly 10% of the consumers received bore well water supplied by BWSSB on alternate days and 61.4% of them reported paying for it. This amount was included in the monthly ly water bill.  Around 20% of the users reported break down in the water supply because of leakage in the pipe line, bursting of water pipe and diversion of water from the main line.  With regard to the quality of water supplied by BWSSB, one-fourth one fourth each o of the consumers expressed that the colour of water was muddy and was having odour. Around 82% users reported that the water supplied by BWSSB was sweet in taste.  As for satisfaction with quantity and quality of water supplied by BWSSB, 68% each of the users rs reported complete satisfaction and 23% each reported partial satisfaction. 2.6 Visit to BWSSB office by the consumers Less than 10% of the consumers reported to have visited BWSSB office during the last one year. Among them nearly 44% 44 visited for getting a new connection and almost 62% for grievance redress. The rest visited for sewerage connection, extending the existing water connection and others. This indicates that most consumers preferred to go through 30 plumbers for getting new water connections. Reasons for the recent visit to BWSSB as reported by the consumers are given in Table 6. Table 6: Reasons for recent visit to BWSSB office Purpose of visit to the BWSSB office To get new water connection To get new sewerage connection To expand/extend existing service For installing Rainwater Harvesting System For grievance redressal Others Total % 43.5 11.5 2.5 0.5 61.5 2.5 100 N 87 23 5 1 123 5 200 Among those users who visited the BWSSB office, most of them (85%) knew by themselves to approach the same (Table 7). While nearly 37% reported to have learnt from their neighbours, 20% came to know through friends and relatives. Licensed plumbers were the source of information to 13% of the respondents. Table 7: Source of information for approaching BWSSB Source of information to approach Knew already From neighbours From friends and relatives From construction company/contractor Through BWSSB website BWSSB advertisements in news papers Through BWSSB helpline Through agent/middle man From licensed plumber Others % 85.0 36.5 20.0 8.5 0.5 1.5 3.0 1.5 13.0 0.5 N 170 73 40 17 1 3 6 3 26 1 It was noted that an overwhelming majority of the users (96%) reported they had applied for new connections through licensed plumbers. The rest 4% went by themselves to apply for a new connection to the appropriate BWSSB office. Reasons for approaching the licensed plumbers for new connections are given in Table 8 below which is self-explanatory: Table 8: Reasons for approaching licensed plumber Reasons for approaching Was instructed by BWSSB Lack of information Lack of time Fast processing Aware that without plumber work can’t be done 31 % 39.6 49.1 58.3 56.3 53.4 N 784 971 1,154 1,114 1,056 Almost half of the consumers expressed lack of information on whom to approach for a new connection. This calls for intensifying efforts to create awareness among the public. Merely putting information on the website may not help because all may not have an access to it. The services provided by the licensed plumbers in getting new connection viz. providing all necessary information, obtaining and filling the application form, obtaining documents from other departments, submission of application and obtaining approval, road cutting and installation, were all rated high by almost all the users. The consumers on an average paid Rs. 8,349/- to a licensed plumber for getting a new connection and it took 21 median days for the plumber to install the connection. From Table 8 it can be noted that nearly 40% of the users were guided by the BWSSB to approach a plumber for new connections which is the mandate of BWSSB. The survey data also shows that 18 consumers paid Rs. 30,000/- and more to the plumber for getting a connection. This leads to the observation that there is no uniformity in the amount charged by the plumber. BWSSB should fix a charge for each connection based on the building size, number of floors, and type of building, thus providing a holistic solution. 2.7 Process related (Feedback from the consumers who went through the process of getting water connection) Out of the total sample size of 2,057 respondents, only 79 persons (3.8%) went through the process on their own for getting a new domestic water connection. The reasons for seeking the help of plumbers have already been highlighted above. The feedback on their experience in getting a new connection is as follows:  Nearly 38% of the consumers were aware of the source of information to get a new connection. While around 27% were guided by the staff belonging to BWSSB, 20% of the consumers came to know from neighbours, relatives and friends. Licensed plumbers were the source of information to 15% of the users. Here, BWSSB has scope to increase awareness among the public through different media. Supporting documents:  Main source of application for new connection was found to be the service station (42%) and the Divisional office (37%). 85% of them were able to procure necessary documents on their own to go with the application.  Average amount spent by an individual on procuring the supporting documents from other civic agencies such as BBMP and BDA is reported to be Rs. 13,437/-. Close to 28% of the consumers did not receive a receipt for the amount paid to these 32 agencies. While 43% received a receipt for a part of the amount paid, only 29% of the consumers received receipts for full payment made. The above points imply that there is lack of awareness among the public and there may be an element of corruption involved in the process that needs to be investigated further and then addressed. The highlights of the process of getting approval and then the water connection are as follows:  After submission of application, 29% and 30% of the consumers got the approval within one and two weeks respectively. Further, it took two to four weeks for 20% and one to two months for nearly 13% of the users for getting approval. The period was more than two months for around 8% of the respondents. This shows that more than half of the consumers got approval within 15 days.  Less than half (43%) of the consumers reported that with just one visit they could get the approval; at the same time, more than one-fourth (27%) of the consumers had to make more than three visits for the same.  It can be mentioned here that the amount spent on an average for getting a new connection with the help of a licensed plumber was reported to be Rs. 8,349/- (from getting the application form to installing the water connection, excluding amounts paid for supporting documents) and the time taken was 21 median days. However, when the consumer went on his/her own without the support of a plumber (except at the time of installing the connection), the average amount spent was Rs. 5,241/per connection and the time taken was less than a week for 29% and one to two weeks for 30% consumers. This comparative analysis gives an impression that utilizing the services of a plumber for a new connection is costlier and involves more time as compared to the consumer approaching BWSSB directly (figures are based on the feedback from those who applied directly for a new connection).   Inspection fee varied from Rs. 250/- to Rs.1,000/-. Water connection fee ranged between Rs. 250/- and Rs. 2,500/- and for sewerage connection the range was Rs. 250/- and Rs. 2,000/-.  Majority (89%) of the consumers felt the process of applying and getting a new connection easy.  Most (86%) of the consumers expressed overall satisfaction with the whole process. 33 2.8 Rain water harvesting system As for the rain water harvesting system, a majority (96%) of the consumers reported in the negative when asked whether they had the system installed in their house. Those who have the system had to spend an average of Rs. 11,121/- per unit. 2.9 Availability of water meter at home It was reported by almost all (98%) the users that water meters were installed at their homes and 99% informed that the readings were taken on a specified date every month. All of them received water bills regularly. 2.10 Feedback regarding water bills Regarding the accuracy of bills, there were different responses that are presented in Table 9. A little more than half (52%) of the consumers conveyed that the bills were always correct whereas 36% expressed that the bills were accurate sometimes and for nearly 10% of the users, they were not accurate. Table 9: Accuracy of water bills Accuracy of water bills Yes, always Yes, sometimes No Not aware Total  % 52.1 36.5 9.9 1.5 100 Table 10: Impression on current water tariff N 1,054 739 201 30 2,024 Users feedback on current water tariff High Just right Low Total % N 23.6 76.3 0.1 100 477 1,544 3 2,024 Little less than a quarter of the consumers (24%) felt that the current tariff for water was high (Table 10). The average water bill per month per household stands at Rs. 453/-. While around 64% of the customers preferred to pay their water bills in Bangalore One centres, some 17% each remitted at BWSSB cash counters and consumer billing centres. If the BWSSB develops an app for bill payment, this would help consumers make payment through their mobile phones. The ECS method has also been mentioned to make the process user friendly.  Provisions can be made for spot billing for receiving the payments from consumers.  Almost all (97%) the users conveyed that the timings at the bill payment counters were convenient; only 10 consumers felt that the timings could be extended to ensure convenience. When questioned about the accuracy of the water meter, 83% expressed complete satisfaction and 12% were partially satisfied. 34 2.11 Problems and resolution with regard to water supply 2.11.1 Irregularity in water supply There were hardly two percent of the consumers who said that the water supply was irregular. While 22% reported that the supply was sometimes irregular, 75% of the consumers reported regularity in its supply. This is portrayed in Table 11. Table 11: 11 Feedback on irregularity in water supply Irregular water supply Yes, most of the time Yes, sometimes No irregularities Total % N 2.3 22.1 75.5 100.0 48 455 1,554 2,057 Figure 4: Irregularity in water supply 2.3 22.1 Yes, most of the time Yes , sometimes 75.5 No irregularities Those reporting irregularity in water supply were asked if they received any prior notification by BWSSB regarding the same. same It was observed that 39% % of the consumers indicated that there was no notification in advance informing the public about irregular water supply. While 58% % of the users informed that prior notification was there sometimes, only 4% % reported that there was always alwa a prior notification in newspapers apers and cable TV. Although BWSSB has been putting putt up notification in the newspapers papers about disruption in water supply, this can also be extended to radio and TV. Another suggestion is to put up small notifications in the water bills to create awareness on BWSSB. Besides, arrange meetings with the consumers to listen to their grievances/suggestions and provide group metering in slum areas. 2.11.2 Leakage of water pipe From the survey, it came to light that some 10% of the consumers did notice leakage in the pipe line near their house. Among those who noticed this leakage, 68% brought it to the notice of the BWSSB authorities and according to 72% of them, action was taken by the BWSSB to stop leakage. 35 2.11.3 Problem with man holes near the house Although a majority (81%) of the consumers indicated that they did not face any problem with man holes near their house, others felt that they were a threat to the pedestrians, they stink and were a health hazard too. Details of responses are given in Table 12. Table 12: Problem with man holes near the house Problems with man holes near the house Danger to pedestrians Stinking Health hazard Over flowing No Problem Total % N 15.3 14.3 13.1 13.0 81.4 100.0 314 294 270 267 1,674 2,057 The field staff like valve man, sanitary workers and such others should monitor/check the man holes particularly during the rainy season and prevent their malfunctioning. 2.11.4 Checking of water theft by BWSSB staff Users were subjected to a question whether there were any visits by the BWSSB staff to check water thefts. The feedback from all those covered under the study as projected in Table 13 resulted in 79% of them reporting that nobody from BWSSB visited to check water thefts. Some 10 to 12% of the users reported that the regular staff of BWSSB and the meter reader visited. BWSSB should make it mandatory for the field staff to have regular checks on water thefts in their respective areas and report it to the higher authorities or take appropriate action on the spot to prevent thefts. Table 13: Checking of water theft by BWSSB staff Checking of water theft % N By BWSSB (AE/JE) 1.0 20 By BWSSB regular staff 12.0 246 By Meter reader 10.8 223 No one 79.5 1,636 Total 100 2,057 2.12 Problems faced by the consumers during the last one year An analysis of the responses on the problems faced by the consumers revealed that 96% of them did not face any problem with the services provided by BWSSB during the last one year. Problems highlighted by rest four percent of the people are presented in the following Table. 36 Table 14: Nature of problems faced by the consumers Nature of problems % N Irregular water supply 62.8 54 Related to water pipe break downs 38.4 33 Meter complaints 22.1 19 Related to irregular receipt of bills 22.1 19 Less water supply compared to earlier 15.1 13 quantity but charging more as usual Unauthorized pumping of water from the 9.3 8 direct line Related to supply timings 24.4 21 Related to quality of water supplied 16.3 14 Related to water pressure 34.9 30 Related to breakdown of public sources 12.8 11 Suspected contamination of water 17.4 15 Total 86 Most of it was related to irregular water supply, low pressure, and break down of water pipes. Adhering to a prescribed schedule of water release at a constant pressure to different parts of the city can minimize the problem of irregular supply and low pressure. Concerned staff should monitor the pipe lines for leakages at regular intervals and take suitable measures to stop it on the spot. The public also has a role to play in this by informing BWSSB as and when it notices bursting of pipes or leakage of pipes. 2.13 Problem resolution  More than half (56%) of those who faced some problem had complained to the BWSSB at different levels individually and in groups, on phone, through the helpline.  Only 6% of them reported to have received an acknowledgement for the complaints made.  An average of three visits to BWSSB had to be made for follow up on the complaint.  Problem was not solved for 62% of the complainants.  For the rest, it took an average of eight days to resolve the problem. It was also noted that 44% of the consumers who faced a problem did not contact BWSSB for resolving their problems for the reasons detailed in Table 15. 37 Table 15: Reasons for not contacting BWSSB for problem resolution Reasons for not contacting BWSSB % N Not aware of complaint lodging procedure 68.4 26 Not aware of where and whom to complain 44.7 17 Fear of staff at office 5.3 2 Local community group takes care of the problem 13.2 5 Complained informally to the BWSSB staff 5.3 2 No use even if complaint is lodged 52.6 20 Solving through intermediary is easier 7.9 3 Total 38 Lack of awareness on the process of lodging a complaint topped the list of reasons for not approaching BWSSB. The perception of people that even if a complaint is lodged, no action will be taken is another major factor that worked on the people not to go to BWSSB for grievance redress. BWSSB should put in place a proper grievance redress mechanism and transmit it to the public through different media so as to gain confidence of the people in resolving their problems. Some of those (26%) who did not go to BWSSB reported to have approached the local peoples’ representatives for resolving their problems but in vain. 2.14 Satisfaction with the grievance mechanism It was only some 13% of the consumers who reported complete satisfaction with the grievance mechanism. Among the rest, 22% were dissatisfied with the grievance mechanism and 65% expressed partial satisfaction (Table 16). If a proper system is in place, there are chances that the satisfaction level would improve. Table 16: Satisfaction with BWSSB’s grievance mechanism Satisfaction level % N Completely satisfied 12.8 11 Partially satisfied 65.1 56 Dissatisfied 22.1 19 Total 100 86 38 Figure 5: Satisfaction with BWSSB's grievance mechanism Completely satisfied 12.8% Dissatisfied 22.1% Partially satisfied 65.1% 2.15 Overall satisfaction with BWSSB’s BWSSB services The study revealed that 81% of the consumers were completely satisfied taking into account all aspects of services provided by BWSSB. While 18% were partially satisfied, hardly one percent of the users expressed dissatisfaction (Table 17). Table 17:: Overall satisfaction of consumers with wit BWSSB’s services Overall satisfaction with BWSSB’s services % N Completely satisfied Partially satisfied Dissatisfied Total 80.9 18.1 0.9 100 1,665 373 19 2,057 2.16 Change in the overall quality of service compared to one year ago While a little less than a quarter of the users conveyed that there was improvement in the overall quality of services provided by BWSSB over a period of one year, more than half (57%) of the consumers reported that there was no change in the overall quali quality of services. There was negative report from less than 2% of the consumers who expressed that there was deterioration in the services. Table 18: 18 Changes in the overall quality of services Changes observed % N Improved 24.5 503 No change 57.0 1,172 Deteriorated 1.7 35 Don’t Know/Can’t Say 16.9 347 Total 100 2,057 39 2.17 Awareness about BWSSB The study tried to get feedback from its customers on their awareness about BWSSB and its services. It was found that just about 3% of the consumers were aware of the information booklet (Customer Charter) brought out by BWSSB. This implies that the Board has to do a lot of reaching out to create awareness among the public. Among those who were aware, only 34% reported to have seen the booklet mostly in the notice board of BWSSB and in newspapers. It helped them in the process of getting water connection, which shows its utility if disseminated properly. Majority (94%) of the customers were not aware of the customer interaction meetings (water adalat) taking place in various localities of the city. Although BWSSB has a website, it was seen only by 3% of the customers and 98% of them expressed that it was user friendly. Table 19 presents feedback on advertisements by BWSSB regarding water saving. According to the same, most of the people had seen advertisements on TV (77%), in newspapers (62%) and heard on the radio (52%). The rest came to know through banners, hoardings etc. Some 10% reported that they did not see any advertisement. Table 19: Observation of BWSSB’s advertisements on water saving Water saving advertisement % N seen in… In newspaper 62.5 1,285 Banners 23.9 492 Pamphlets 14.6 301 Hoardings 14.3 295 In TV 76.6 1,576 Website 2.7 56 Radio 52.5 1,079 Not seen 10.7 221 Total 2,057 This points towards the need for BWSSB to raise awareness through other popular channels such as social media. Public Outreach programmes with different timelines (short, medium and long term) can also be planned and implemented by the concerned department of BWSSB. 2.18 Division wise analysis While the previous section took stock of the city as a whole a quick analysis across divisions showed that some division required special attention to ensure equal efficiency in service delivery across BWSSB’s jurisdiction in Bangalore. 40 BWSSB’s area of operation is divided into nine divisions viz. Central, East, West, North, South, South east, South west, North east and North west. Comparative analysis of the data collected from field across the divisions is presented below: Public Tap Public Hand Pump/bore well Bore well water connection through tap near home Public Mini Water Supply Scheme Tanker supply (free of cost) Tanker supply (with cost) No other water source Others Own Bore well CMC Well West South West South East South North West North East North East Central Table 20: Sources of water supply by BWSSB other than tap at home by Division Water sources Total % N (2057) 14.7 20.2 13.5 6.8 7.7 7.1 28.5 9.7 29.8 9.4 9.8 2.4 17.6 19.7 24.3 4.1 28.9 15.0 19.7 9.5 406 195 2.3 4.7 3.0 1.4 9.0 3.9 18.1 4.1 12.6 6.7 138 14.7 4.4 0.0 6.9 9.4 0.0 7.8 4.1 8.9 5.8 120 0.0 1.6 0.0 0.0 2.0 0.0 0.0 0.6 3.7 1.1 22 7.8 6.3 0.0 2.8 0.4 1.0 7.8 2.0 8.5 4.1 84 58.9 75.0 81.2 58.3 51.0 83.4 49.7 64.6 59.8 65.5 1,346 0.8 100.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 3.5 100.0 0.0 1.6 100.0 0.0 0.5 100.0 0.0 1.6 100.0 0.0 1.2 100.0 0.0 0.4 0.0 100.0 0.9 94.7 5.3 19 18 1 Main source of water supply at home In all the Divisions, majority of the users (93%) reported that they were using BWSSB water for their daily needs. Overall 3% of users had their own bore well connections. Highest dependence on BWSSB water supply was observed in South division (99%) followed by North (97%) and the West division (96%). Some 8% of South West division users had their own bore well connection. It was also observed that about 3% and 2% users from South east and South west divisions respectively had BWSSB connections without any meter, which indicates that meters had not yet been fixed in some households. In terms of connection to the sewerage line, only 3% consumers reported not being connected. However, this was slightly higher in the North East (5%), Central (4%) and South East (4%) divisions, compared to the South division where nearly all (99.5%) were connected to the sewerage line. 41 2.18.1 Frequency of water supply Over 54% of users reported that they were getting water supply from BWSSB once in two days. North division users reported receiving water once in three days. Only 2% of the users said that there was no regular water supply. The following table summarises the responses in all divisions. Frequency of supply Once a day Once in 2 days Once in 3 days Once in 4-5 days Irregular Table 21: Frequency of BWSSB water supply by Division Division Central East North North North South South South East West East West 3.9 0.5 1.2 3.5 2.9 1.0 1.0 1.8 69.0 22.4 6.0 72.2 56.7 49.3 61.7 84.5 West Total % N 2,057 0.0 70.3 1.5 54.0 31 1,110 10.1 50.0 64.3 13.2 38.4 47.8 22.8 13.5 26.8 33.1 680 13.2 20.8 27.4 8.3 2.0 2.0 14.0 0.0 2.8 9.6 198 3.9 6.3 1.2 2.8 0.0 0.0 0.5 0.3 0.0 1.8 37 2.18.2 Reliability of Water supply It was observed that across all divisions majority of the users received water for 2 to 3 hours on the day of water supply. Overall 48% said that they received water for 2 to 3 hours on the day of water supply. Close to one-third (30%) of users from the Central division reported that they received water for more than five hours on the day of water supply. In terms of pressure of water supply, very few divisions reported high pressure (West 43%, followed by North-West 38%). Table 22: Pressure in BWSSB water supply by Division Water pressure Central East North High Medium Low 18.6 68.2 13.2 31.8 58.6 9.6 22.6 61.3 16.1 North East 24.3 57.6 18.1 Division North South West 38.4 31.7 57.6 64.9 4.1 3.4 South East 18.1 68.9 13 South West 21.9 64.9 13.2 West Total % N 2,057 42.7 55.3 2 28.8 61.5 9.7 593 1,264 199  Mostly users in South East (69%), Central (68%), South (65%) and North (61%) divisions expressed that the pressure of water supply is medium.  Over all 85% users expressed that the quantity of the water supply was adequate for their daily needs. However, around 15% users reported that they do not get adequate water supply from BWSSB; they managed their daily needs by purchasing from outside 42 (61%), borrowing from neighbours (22%), using public tap/ bore well (31%) and depending on their own bore well (7%). An analysis of breakdown in water supply across divisions revealed that more than one onefourth users have reported breakdowns in Central (32%), North (26%) and South east (28%) divisions (Table below). The major reasons reason for this leakage included, leakage of water from water pipes,, bursting of water pipes, pipe and deviation of water from the main line. Whether breakdown observed Yes No Table 23:: Reporting of breakdown in water supply by Division Division Central East North 31.8 68.2 18.8 81.3 25.6 74.4 North East 16 84 North West 11.8 88.2 South South East 28.5 71.5 6.3 93.7 South West 21.6 78.4 All West 13 87 N % 2,057 18.6 81.4 382 1,674 Figure 6: Breakdown in water supply 100 80 81.3 68.2 74.4 88.2 84 93.7 71.5 78.4 87 60 40 20 31.8 18.8 25.6 28.5 16 11.8 21.6 6.3 13 0 Central East North North North South South South East West East West Yes West No Another factor that was analysed across divisions was the application process. While tthe process was found to be easy for all consumers in East, South, South West and Western divisions, nearly one-third third (33%) consumers in North West division found the process of application for a new water connection difficult. 2.18.3 Satisfaction with BWSSB’s BWSSB services by Division The following section looks at satisfaction of users across divisions to be able to arrive at a comparative understanding of the performance of the divisions of BWSSB. Quantity of water supplied More consumers in West (81 1%), North West (76%) and Central (76%) 76%) Divisions expressed complete satisfaction for the quantity of water received compared to other divisions. North division had the lowest rating (56%) as far as the complete satisfaction was concerned. 43 Percentage of dissatisfaction was also more among the consumers in North (15%) followed by East (12%). Figure 7: Satisfaction with quantity of water supply 120 100 80 % 8.5 15.5 12.5 14.9 20.3 29.2 60 40 76 67.2 6.3 33.3 56 60.4 North North East 20 3.3 20.4 4.9 10.4 22.9 6.1 23.7 3.3 15.9 38.9 76.3 72.2 50.8 70.2 80.9 0 Central East North West South South East South West West Divisions Completely satisfied Partially satisfied Dissatisfied Quality of water supplied With regard to the quality of water received by the consumers, the overall response for complete satisfaction was received from 68% of the consumers while 24% reported partial satisfaction. As for the divisions, more users from the East (79%) and North West (77%) divisions expressed complete satisfaction with quality of water while less than half (49%) of the consumers in South East division (lowest among all divisions) were found to be completely satisfied as compared to other divisions. The low response was attributed to the supply of contaminated water and high proportion of chlorine in almost all divisions. Accuracy of water meter Majority of the consumers were completely satisfied with regard to the accuracy of water meter. Percentage of consumers who felt completely satisfied was in the range of 80% to 93% across the nine divisions. Most of the 7-20% of the consumers who were dissatisfied with the water meter were of the opinion that the water bill was more than the actual usage of water. Grievance redress mechanism Dissatisfaction with the grievance redress system was more among the users in East (43%), North (50%) and North West (44%) divisions compared to the rest of the divisions because the consumers reported negligence on the part of officers who did not respond properly to their queries. 44 Overall satisfaction with BWSSB’s services When questioned about the satisfaction level considering all aspects of services provided by BWSSB, more than 75% of the consumers in all divisions expressed complete satisfaction except in South East division where less percentage (63%) of the users were completely satisfied. The reasons attributed by less than 20% of partially satisfied or dissatisfied consumers were a reflection on the quality of water supply, grievance redress and casualness of staff. Overall satisfaction Completely satisfied Partially satisfied Dissatisfied Table 24: Overall satisfaction with BWSSB’s services by Division Division Central East North North North South South South West East West East West 75.2 86.5 75 84 84.5 83.9 62.7 81.3 85.8 Total % N (2057) 81 1,665 23.3 12.2 23.8 14.6 14.7 15.6 37.3 17.8 13.8 18.1 373 1.6 1.3 1.2 1.4 0.8 0.5 0 0.9 0.4 0.9 18 2.19 Changes in the overall quality of service during the last one year Overall, more than half of the consumers (57%) across the divisions felt that there was no change in the services compared to one year ago. Comparison among the divisions indicates that the response was more from Central, North and North east divisions (71%, 64% and 75% respectively) while in other divisions it was almost equal or little less than the average of 57%. Some of the improvements suggested by those users who responded positively include:      Supply of clean water 4-5 times a week Supply of water on time Advance intimation about water supply Plugging of leaking sewerage lines Regular cleaning of sanitary lines. 2.20 Suggestions by consumers to improve service delivery Following suggestions came out from the consumers to improve service delivery by BWSSB:  Supply quality water daily once  Timings of water supply should be notified properly  Provide information on the process of getting a new water connection  Educate staff to behave properly with the public  Upgrade water and sanitary systems 45       Ensure proper pressure of water supply Maintain consistency in water bills Maintain regularity in water supply and increase the duration Educate the public on water saving There should be a gap between water and sanitary connections Fix water leakage in the supply lines. 2.21 In conclusion, the study revealed that by Division…  Nearly half of the consumers in North division are not fully satisfied with the quantity of water supplied  Almost half of the consumers in South East division expressed partial or dissatisfaction with the quality of water  In North West division, 33% of the consumers found the process of application for a new water connection difficult; while it was 100% easy for the users in East, West, South and South West divisions  More consumers from East, North and North West divisions were dissatisfied with the current grievance redress system  More than 75% of the consumers across the divisions were completely satisfied with the overall service aspects of BWSSB  More than half of the consumers from all the nine divisions conveyed that there was no change in the service provided by BWSSB during the last one year. Areas for improvement… The areas for improvement that come out quite clearly are as follows:  Encourage public to approach BWSSB directly for new connections instead of going through licensed plumbers (96% of the consumers went through licensed plumbers for a new connection).  Create awareness among people about the services provided by BWSSB, the process of application for a new domestic connection, fee to be paid and details of persons to be contacted in case of problems and the process of lodging a complaint.  Establish a strong grievance redress system and put up the details in the public domain for the benefit of the public.  Simplify the process of application with minimum supporting documents.  Constant monitoring through lab checks for quality of water supplied. 46  Strict monitoring by the field staff to prevent water thefts and plug leakages in supply lines.  Create single window system for channelling the supporting documents to minimize corruption.  Although there is a well-designed website, the access to it is very low.  Incorporate major notifications in the monthly water bills which have a vast coverage of consumers.  Develop and adopt a strict work schedule for release of water with consistent pressure and notify this accordingly to the public.  Encourage those meter readers who collect the highest amount of tax by awarding appreciation certificates. 47 3. BWSSB Staff Feedback In order to elicit perspectives of the BWSSB staff on how well they are able to provide services to their users and the difficulties and constraints they face while discharging their duties, around 600 staff members at all levels selected at random representing all the divisions, sub-divisions and the service stations including Cauvery Head Works, and treatment plants were interviewed. The category of staff covered under the study is as follows: Figure 8: Size chart as per staff interviews carried out Treatment plant staff EE Kaveri Head work staff AEE AE /JE Water Inspector Sanitary workers Driver (Jetting & Water Tank) and Plumber Valve man Meter reader Results of analysis of the data generated through the interviews of the above staff are presented hereunder: 3.1 A general profile Demographic details Nearly all (98%) of the respondents were men. While overall average of the respondents was 43 years, 32% were aged above 51 years and around 46% were in the age group of 26 to 40 years. As regards the qualification, a majority (39%) of the respondents were diploma holders followed by 26% engineering graduates and 14% graduates. Nearly 9% were illiterates. 48 Mode of travel One-fifth (20%) of those interviewed informed that they use public transport for commuting to the office and 67% use their own vehicles. Some 7% reported using the office vehicle. Years of service On an average, the overall service put in by the staff was found to be 17 years. Table 25 provides the break up for the number of years of service put in by the staff. Table 25: No. of years of service by BWSSB staff Years of Service % N Less than 1 Year 1.0 5 1 to 5 27.9 140 6 to 10 12.2 61 11 to 15 13.7 69 16 to 20 9.0 45 21 to 25 2.6 13 26 to 30 15.1 76 31 to 35 15.1 76 36 to 40 3.2 16 40+ 0.2 1 Years of service in the same office More than half (57%) of those who were interviewed reported that they had been serving in the same place/office for one to five years and nearly 16% reported 6 to 10 years. 3.2 Work culture Number of wards covered and duties assigned It was observed that on an average, each staff caters to the needs of seven wards. With regard to the duties, 40% of the respondents informed that they were involved in maintenance of water lines, 25% each in release of water and in maintaining water lines by plugging leakages and 28% reported meter reading and issue of water bills. Checking and reporting of water theft was conveyed by 21% of the respondents. Number of hours of duty, option to take leave weekly off A little more than half (51%) of the respondents informed that they put in 8 to 12 hours of work on any normal working day. More than one-third (34%) work for 13 to 16 hours in a day. A majority (80%) of those interviewed were of the opinion that they could take leave as and when required and 63% reported that they get their weekly off regularly. While 19% 49 of the respondents reported that they get weekly off sometimes, 18% reported that they never got the weekly off. Safety tools The maintenance staff in Cauvery Head Works such as Process Manager, chemists, lab assistants, fitters, helpers, operators and security guards have been assigned safety tools that include safety belt, helmet, rain coat, hand gloves, torch, jacket, gumboots, soap, uniform, sweater, shoes, ear plugs, gas mask with oxygen cylinder, safety apron with hood. These are provided to them by the Board once a year. If any of the tools are damaged during their usage, the Board replaces them. Some of the staff however reported that there were not enough rain coats and hand gloves. The study interviewed some of the maintenance staff in Cauvery Head Works who were provided with the safety tools by the Board and the analysis of their responses indicates that 34% of them received safety tools. Majority of those interviewed reported that the quality of the tools supplied was good. Whenever there was a problem in the quality, most of them (93%) were able to report it to their higher authorities. According to 73% of the respondents, the tools were supplied once a year whereas 12% reported twice a year and another 10% reported to be receiving thrice a year. Trainings undergone A majority (88%) of the respondents reported that they did not undergo any training during the last three years which is evident from Table 26. Table 26: Trainings undergone in the last three years Whether undergone any training % N Yes 12.0 60 No 88.0 442 Total 100.0 502 Surprisingly, 83% of them felt that they did not need any training. This could be for the reason that they have been on the same job from the day they joined the service and over a period of time have become specialists in their own fields. The fields of training indicated by the rest 17% of the respondents were related to HRD, technical skills, personality development, management skills, soft skills, safety measures, etc. Reasons spelt out by those who did not undergo any training programme are presented in the Table 27. 50 Table 27: Reasons for not attending any training programme Reasons… % Interested, but did not get an opportunity to attend training 32.0 programme Not selected by senior officer to attend training programme 8.0 Not allowed to attend training programme because of 8.0 insufficient office strength There is bias/favour regarding selection for training programme 1.0 Training programme not useful 7.0 Personally not interested 22.0 Not aware 26.0 Others 2.0 Total N 141 37 37 3 31 95 115 11 442 From the above Table, it can be deduced that although 32% of the respondents were interested, they did not get a chance for getting training. While 22% were not personally interested, 26% of them reported they were not aware of the trainings. This calls for a need assessment of the staff to find the areas of training and organizing them accordingly. This would make the staff more responsible and discharge their duties more effectively. It may be relevant to mention here that the new recruits may be provided initial training covering the technical aspects of the system at the Karnataka State Administrative Council for a period of six months. In addition, the engineers of the management department should be trained in various aspects of HRD. Attending water saving programmes conducted by BWSSB Around 42% of the staff members covered under the study reported that they did not attend any programmes on water saving conducted by BWSSB. Among those who attended the programme 92% reported to have trained their staff in water saving methods and also created awareness among the consumers. Mode of communication for creating awareness on water saving by BWSSB The study sought the views of the staff to elicit information on the mode of communication adopted by the Board to create awareness among the consumers on water saving methods (Table 28). Table 28: Mode of communication by BWSSB for creating awareness Creating awareness though… Newspaper Banners Pamphlets Hoardings In TV 51 % N 65.0 64.0 44.0 50.0 46.0 68 67 46 52 48 Creating awareness though… Website Radio/Panchayathi Puttappa Total % 24.0 35.0 100.0 N 25 36 104 It can be seen that majority of the respondents were aware of communications through newspapers, banners, hoardings, TV and handouts. There was poor response for website and radio communications. Major suggestions that came out from the staff to save water included limited usage of water or restraint on the wastage (56%), adoption of rain water harvesting (44%) and plugging the leakages (27%). Water Adalat Positive response was received from 88% of the respondents for conducting Water Adalats by BWSSB in order to involve the community in its programmes. A majority (95%) of them reported that these Adalats are held once a month. While nearly 20% informed that they always participated in the Water Adalats, 47% never attended. This is understandable because mostly senior officers participate in Water Adalats. Most of them (93%) reported that these Adalats were useful to the consumers in resolving their problems and the decisions taken there are implemented (99%). Appreciation for work by BWSSB When asked if there was any appreciation for the work by the Board, 57% of the respondents replied in the positive. Appreciation, as reported by 77% of the respondents was through informal praise by the senior officers, public acknowledgement for 28% of the respondents and through formal certificates for 21%. While 61% expressed satisfaction with the present system of recognizing good work, 39% of the respondents were not satisfied. BWSSB may consider rewarding staff by way of awarding merit certificates in a public function based on the efficiency and turnover of work by individuals. Periodic performance appraisals can pave way for identifying the right persons for appreciation and create positive competition among staff to work better. Appreciation of work can also be exhibited by sending staff members on exposure visits and by deputing them for trainings inside and outside Bangalore. 52 Facing disciplinary action While 81% of those interviewed did not face any disciplinary action, 19% reported to have faced actions like warnings (93%), issue of show cause notice (18%), suspension (7%), loss of increment (5%), transfer (3%) and demotion (1%). It was observed during the interviews that there was no bias in taking disciplinary action as per 72% of the respondents. Around 12% reported bias and 16% could not say anything on the subject. It was also seen that 79% of the respondents opined that there was no bias in postings by the Board. Support from higher ups Almost all the respondents (98%) indicated that they received good support from their higher ups while discharging their duties. Most of the respondents (77%) were of the view that corruption cannot be avoided. Some 10% were philosophical in sharing that it was not a major problem as it is ‘human nature’. Interference of influential people in work Response to the question whether there was interference by influential people while discharging their duties was fifty-fifty. The list of persons interfering in the job is given in Table 29. Local politicians and their cronies and local leaders formed the major categories of people interfering in their jobs. A little less than a quarter (24%) of the respondents expressed that BWSSB officials too interfered in their work. More than half (58%) of the respondents conveyed that the interference was always or sometimes a real hindrance to their work. Table 29: People of influence interfering in discharge of duty People of influence interfering in discharge % N of duty Local politicians 49.8 126 People around politicians 51.4 130 Influential leaders from the locality 48.6 123 Officials from BWSSB 23.7 60 Officials from other government 5.5 14 departments NGOs 8.3 21 Media 1.2 3 Others 13.0 33 Total 253 53 Problems faced while performing duties during the last one year It was reported by 88% of the respondents that they did not face any problem while discharging their duties during the last one year. Those who faced problems reported insufficient staff as the major problem followed by harassment by the senior officers. There were also indications to a lesser extent of noncooperation by the public. Illegal or unauthorized water connection and theft of water pipes were reported by some 7% each. Around 80% of those who faced problems informed that they were able to solve the problems. Reasons for not able solve the problems as reported by 16% of them are lack of proper grievance redress mechanism, unaware as to whom to contact and no action taken by the authorities. Discrepancies in water supply and connections It was found that nearly 60% of the staff interviewed was aware of the instances where consumers used motors to pump water illegally from the main line without meter. Most of them (85%) informed that connections were stopped in such cases while 14% reported that the connections were regularized. It was also observed that nearly 80% of the officials were aware of illegal water connections in their area of operation/jurisdiction. Whenever they noticed such illegal/unauthorized water connections, 67% of the officers interviewed reported that they were disconnected. According to 38% of the officers, those connections were legalized with proper procedure and 30% informed that they levied penalty. Around one-fifth (20%) of the officials reported that they had taken all the three actions. Table 30: Action taken by Officials to curb illegal connections Action taken by the officers to curb illegal % N connections Disconnect 67.3 70 Levy Penalty 29.8 31 Legalize the connection with proper 38.5 40 procedure All the above 20.2 21 Nothing due to slum area 16.7 1 Report to Senior Officer 16.7 1 Provide awareness 16.7 1 Issue Notice 33.3 2 None due to problem with politician 16.7 1 54 Suggestions to curb Illegal connections Create a squad in all the departments to work towards the prevention of illegal water connections with police support. 2. Entrust the responsibility of examining illegal, bypass and old defunct connections to an outside agency. 3. The Board can earn more profit by providing the work of formalising/metering improper connections to an outside agency and fixing a time schedule for the same. 4. Appointment of leak squads similar to that of BESCOM. 1. Process of lodging/following up of a complaint Whenever a person came with a complaint, 84% of those officers who were interviewed reported that the complaints were registered and 45% reported that they received complaints only orally. Another 15% of the officers guided the complainants to the concerned jurisdictional office. More than half (54%) of those who reported registering complaints informed that they issued printed/hand-written receipts with office seal for the complaints received. More than one-third (34%) reported that they collected only the contact details. Table 31: Nature of complaints received from consumers Nature of complaints received from the consumers % Billing problem/meter problem 35.6 Water contamination/sanitary problem 25.0 Water does not arrive with pressure/avoid waste 4.8 Water over flow/ sanitary block/sanitary system 56.7 problem Water theft 2.9 Leakages/pipe damage 13.5 New line connection 3.8 Water supply problem/low pressure 60.6 Power problem 1.0 Staff misbehave 1.0 Water does not arrive on time 1.9 N 37 26 5 59 3 14 4 63 1 1 2 Table 31 above indicates the nature of complaints that are usually received from the customers. Most of the complaints are related to the supply and low pressure (61%), sanitary work (57%) followed by billing (36%) and quality of water supplied (25%). Support to staff from BWSSB Staff members were happy and completely satisfied with the support they were getting from BWSSB in terms of housing loan, education loan, health cover and family support at 55 times of need through counselling and financial help. While the Board does not provide direct loan, it facilitates by issuing a ‘No Objection Certificate’ to avail loan. However, as regards the opportunity for innovative ideas, 47% of the respondents reacted negatively. Changes noticed in the department during the last one year Nearly two-third (62%) of the officers interviewed had a positive response on the changes in the last one year (Table 32). Table 32: Type of positive changes observed in the last one year Positive changes % N (65) E-Billing 24.6 16 Provision of sanitary system in new areas 3.1 2 Provided new connections on slum areas 4.6 3 Working procedure is good 4.6 3 Revenue has been improved 38.5 25 Leakages have reduced 10.8 7 Consumers have increased 3.1 2 Water supply has increased 6.2 4 Unaccounted water has reduced 10.8 7 Technology has improved 20.0 13 Improvement in HRD 4.6 3 Water complaints have decreased 10.8 7 MS pipes are being installed 3.1 2 Supply of better quality water 3.1 2 Negative feedback on the changes during the last three years was reported by only 6% of the respondents mainly related to work pressure. Awareness of the Executive Engineers on receipt of funds and the purpose All the Executive Engineers were aware about the funds that their offices received and the purpose for which it was received. Funds received are majorly utilized for office maintenance, purchase of office materials and stationery. They wanted additional funds to hire more staff. Status of posts sanctioned, positioned and additional posts required Interviews with the officers (AEE) revealed that the posts of AEE are sufficient while there is an additional requirement for AEs, JEs, Senior Water Inspectors, Valve man, Meter reader and Sanitary Inspector/workers. In case of Cauvery Head Works, 60% of the respondents felt the need to increase the staff strength. 56 More than three-fourth (77%) of the AEEs interviewed reported that they were not able to manage their work with the current staff strength because many posts were vacant (92%), insufficient sanctioned posts (67%) and incompetent staff (21%). 3.3 Adherence to Procedures Normal process to get a new connection A majority (87%) of the officers informed that the customers took the help of licensed plumbers for getting a new connection. More than half (58%) reported that the customers approached the BWSSB office directly and according to 35% of the respondents, online applications were made for new water connections. Documents to be attached with the application Table 33 gives an impression that less than three-fourth (70%) of the officers are aware of the documents to be attached with the application for getting a new water connection. This is for BWSSB to ponder over and take suitable measures to ensure that every officer is in the know of documents to go with the application. This will enable them to guide the consumers properly. Table 33: Type of documents to be attached to application Documents % BBMP/Municipality/BDA building Sanctioned plan 23.1 BBMP/Municipality/BDA latest tax paid receipt 27.9 Occupancy Certificate issued by 10.6 BBMP/Municipality/BDA Road Cutting Endorsement with challan issued by 21.2 BBMP/Municipality/BDA All the above 70.2 N 24 29 11 22 73 Time taken for approval after submitting the application After submitting the completed application, 40% of the officers reported that it would take 1–2 months for getting approval for a new connection. Nearly 76% of the remaining (57%) respondents reported that it would take seven days to get approval while 19% said 15 days. There was a disparity in the time expressed by the officers for getting approval after submission of application. As far as possible, there should be near uniformity in the days. The senior staff may not know the exact period within which the approval is given. It was reported that on an average each Division receives approximately 58 applications in a month and almost all of them are approved. 57 Problems faced regarding new connections While 58% of the respondents reported that they did not face any problem while processing the applications, 36% reported lack of valid supporting documents as a major problem. Almost half of the staff interviewed conveyed that the plumbers used poor quality material; 39% reported charging of high fee and proper installation procedure was not followed according to a quarter of the respondents (Table 34). Table 34: Feedback on the quality of service provided by the licensed plumbers Feedback on the quality of service % N Use of poor quality materials 49.0 51 Proper installation procedure not followed 25.0 26 Charging high fees for installation from consumers 39.4 41 Others 23.1 24 Since installation is an important aspect, BWSSB should train the plumbers and monitor the installation process to ensure use of quality materials. There should be a penalty clause in the agreement if the plumber charges more than the prescribed fee and enforce it effectively whenever there is a breach of agreement. There was no negative feedback as far as the accuracy of water billing was concerned. Awareness of staff regarding dissemination outlets It was observed that 67% of the staff members interviewed were not aware of the information booklet brought out by BWSSB. Among the 33% of those who were aware of it, 87% reported to have seen the booklet. However, more than three-fourth (78%) of those covered under the study felt that the information booklet is useful during the application process; 84% expressed that it is useful to get new connection, 79% conveyed its usefulness to lodge complaints and 71% of the respondents informed its usefulness during payment of bills (Table 35). Table 35: Usefulness of information booklet to consumers Use of Information booklet to consumers During the process of application To get connection To lodge complaint During payment of bills To know Tariff rates To know contact details/consumer helpline number Others 58 % 77.9 84.1 78.6 71.0 35.2 29.0 2.8 N 113 122 114 103 51 42 4 As for the BWSSB website, more than half (54%) of the staff who were interviewed had not seen the website of the BWSSB. All those who had seen the website (46%) informed that it was user friendly. Almost all the respondents (99%) expressed that the website provides all the required information to the consumers and suggested to update it as and when new schemes are introduced. All the respondents reported awareness on BWSSB’s water saving advertisements in newspapers, TV, radio, handouts etc. While all the senior staff covered under the study confirmed about the existence of BWSSB’s helpline, most of them did not remember the number. Adoption of water saving methods by the staff Half of the staff reported adopting water saving methods by way of limiting its usage only for essential purposes and by adopting rain water harvesting system in their homes and the other half did not. Suggestions for water saving included limited usage without wasting water and adoption of rain water harvesting system. Satisfaction levels A majority (95%) of the respondents expressed complete satisfaction with the performance of BWSSB. Most of the respondents (94%) reported complete satisfaction in working with BWSSB and the rest 6% were partially satisfied. Suggestions to improve working conditions in the department Suggestions put forth by the staff to improve their working condition in the department are given in Table 36. Table 36: Suggested reforms to improve working conditions in the Department Suggestions % N Increase staff strength 86.3 433 Fixing the duty hours 19.5 98 Mandatory shift system 10.8 54 Increase in salary and amenities 15.3 77 Proper rest and leave 30.7 154 Introduce VRS 2.0 10 Skill/Capacity building trainings 2.0 10 Division level enforcement team is needed 2.4 12 Others 5.2 26 Total 502 Increase in the staff strength was the main suggestion followed by proper rest and leave. 59 Overall suggestions to improve BWSSB services 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. Put an end to illegal connections in the CMC areas. Appoint one graduate Assistant Executive Engineer or Junior Engineer at each service station to find out/detect the illegal connections. Provide proper training to the valve man, water inspectors and meter readers to increase their efficiency and enhance consumer satisfaction. Safeguard interests of sanitary workers. Take proper action to remove the silt/garbage taken out from the pits/drains. Basic amenities like computer, internet connection, printer to all the Technical Staff (Engineers) has to be given to work effectively. Appoint appropriate staff in maintenance departments. Provide information to everyone about the functioning of the Board. Prepare and provide brochures regarding the Board that carries information on the Administrative, Technical and Financial departments, and rules and regulations of the Board for newly appointed employees. Provide Mobile SIMs to all the staff members of the Board similar to the corporate sector. Transfer staff that are employed on contract basis. For maximum utilisation of the services of additional contract staff, transfer and depute staff to understaffed offices/service stations. Lack of coordination in water supply distribution system creates more trouble; establish a Control Room similar to electricity load dispatch centre and police control room, and streamline operations and activities from this operation centre. 3.4 An analysis of senior and junior staff The following are the major findings from a separate analysis of Staff-1 (Executive Engineer, Assistant Executive Engineer, Assistant Engineer, and Junior Engineer) and Staff-2 (Valve man, Meter reader, Water Inspector, Sanitary worker, driver) to understand if there were any differences in their respective experiences and perspectives. Staff-1 category (Executive Engineer, Staff-2 category (Valve man, Meter reader, Assistant Executive Engineer, Assistant Water Inspector, Sanitary worker, driver) Engineer, Junior Engineer (No of interviews: 398) (No of interviews :100) 1. Leave benefits 81.7% staff reported that they can take leave as and when they required. But 9.6% staff said they can avail their leave once in a month. 79.6% staff reported that they can take their leave as and when required. 11.8% said that they can take leave monthly once. 62.6% expressed that they were got weekly off regularly, but 18.1% reported they never 60 Staff-1 category (Executive Engineer, Assistant Executive Engineer, Assistant Engineer, Junior Engineer (No of interviews :100) Staff-2 category (Valve man, Meter reader, Water Inspector, Sanitary worker, driver) (No of interviews: 398) got their weekly off. 2. Safety tools and their quality All staff reported that safety tools are being given to the sanitary workers, sanitary inspectors, workers at treatment plants, valve man and water inspectors. An average 77% of the staff felt that the quality of the tools was good. 33.7% (134) reported that they received safety tools from BWSSB. These respondents mainly comprised of sanitary workers, water inspectors etc. An average 82.8% of them felt that good quality tools were supplied to them. Nearly half of the staff said that they received safety tools once in a year for distribution among the relevant staff of BWSSB. 73.1% said that they receive the safety tools once in a year. Staff expressed their satisfaction with the quality of the safety tools. However, they have still suggested that they should be provided with correct-sized gumboots, good quality uniforms and these materials because of their regular usage, should be given once in three months. 3. Attendance in BWSSB’s water saving programme Around 88% of the staff attended the water Slightly more than half (50.3%) of the staff saving programmes. Out of them 91.3% attended water saving programmes, 91.2% officials conducted training to their other created awareness among the users. staff (co-workers). Around 96% staff reported that had created awareness among the public regarding water saving methods. 4. Appreciation for their work Nearly two-third (65.4%) said that they received appreciation for the work they have done so far. The appreciations were in the form of informal praise from senior officers, public More than half (54.8%) staff received appreciation for their work in BWSSB. It was in the form of informal praise from senior officers, and through public 61 Staff-1 category (Executive Engineer, Assistant Executive Engineer, Assistant Engineer, Junior Engineer (No of interviews :100) acknowledgement, appreciation through email, formal certificate. Staff-2 category (Valve man, Meter reader, Water Inspector, Sanitary worker, driver) (No of interviews: 398) More than two-third (68.3%) were satisfied with the current mechanism of recognizing good work. Only 59.5% were satisfied with the current mechanism of recognizing good work. acknowledgment. Suggestions from staff to improve this Staff suggestions included giving mechanism of appreciation included giving prize/cash prize/cash rewards, provide certificate reward/certificate/encouragement /medals, promotion and more senior staff. encouragement from higher officials. 5. Facing disciplinary action they faced them from Only 19.3% reported they faced any disciplinary action. Only 20% reported disciplinary action. any Out of them, 84.2% of them were warned, 36.8% issued a show cause notice, 15.8% lost their increment and 10.5% were suspended. Out of them 94.8% them were warned, 13% issued a show cause notice, 2.6% lost their increment, 6.5% were suspended, 3.9% were transferred and 1.3% demoted. Nearly two-third (63.2%) expressed that the disciplinary action was unbiased and 10.5% said it was biased. Nearly three-fourth (74%) staff reported that the disciplinary action was unbiased and 13% said it was biased. 6. Support from reporting officer Almost all the staff said that they got good support from their senior officer. Average scores given to their reporting officer were - 15.4% excellent, 74% good and 10.6% average. Nearly all (97.5% or 388) staff said that they got good support from their reporting/higher officer. Ratings of support comprised of - 13.8% excellent, 71.9% good, 11.3% average and 3% poor. 7. Experience of people of influence interfering in work 66.3% said that there was interference of influential persons in their work. 46.2% said that there was interference of influential persons in their work. 62 Staff-1 category (Executive Engineer, Assistant Executive Engineer, Assistant Engineer, Junior Engineer (No of interviews :100) Staff-2 category (Valve man, Meter reader, Water Inspector, Sanitary worker, driver) (No of interviews: 398) They included local politicians (71%), people around politicians (66.7%), influential leaders from the locality (58%), officials from BWSSB (24.6%) and from other government departments (10.1%). They included politicians (41.8%), people around politicians (45.7%), influential leaders from the locality (45.7%), officials from the same and government departments. 15.9% expressed that this interference was always constructive, 36.2% sometime constructive, 13% always hindrance and 34.8% felt sometimes this was a hindrance. 13% expressed that this interference was always constructive, 25% sometime constructive, 23.4% often hindrance and 38.6% felt that sometimes this was a hindrance. 8. Community involvement – Water Adalat programme 97.1% of the staff was aware of the Water Adalat programme. 85% of the staff expressed their awareness of the Water Adalat programme. 96.1% of them said that it happens once in a month and 85.3% staff said that they participated every time. 95% of them said that it happened once in a month and 40.1% staff said that they participated in the Water Adalat program. All agreed that this program was very useful to solve user problems. 99% said that the decisions taken in the Water Adalat were implemented. 90% agreed that the user problems were solved in this program. 9. Problems faced during duty in the last one year Only 14.4% (15) staff reported that they Only 11.6% (46) staff reported that they faced problems while performing their faced the problems while performing their duties within the departments. duties. The problems were related to insufficient The problems were related to water release, staff, problems from the officers. water bill issues with public, illegal water connections, water pipes theft. 66.7% staff said that their problems were solved, 13.3% said some problems were solved and 20% said their problems were 84.8% (39) said that their problems were resolved. 76.9% staff approached their immediate superior officer to resolve these 63 Staff-1 category (Executive Engineer, Assistant Executive Engineer, Assistant Engineer, Junior Engineer (No of interviews :100) not solved. Staff-2 category (Valve man, Meter reader, Water Inspector, Sanitary worker, driver) (No of interviews: 398) problems and 91.9% of them reported that their higher official’s behaviour was polite during their interaction. 10. Suggestions to improve the grievance redress mechanism for staff within BWSSB  Give priority to the problems of departmental workers rather than private workers  Higher officer should provide guidance to all junior staff.  Need efficient workers  Disturbance from politicians should be avoided  Staff opinion should be considered  Staff strength needs to increase.  Water should be supplied properly  Quick response from AEE is required  Higher officers should take care   Priority based approval should be given All temporary workers permanent post. should get 11. Satisfaction with the way BWSSB performs 99% were happy about the way BWSSB performs. 97% were completely and 3% partially satisfied with their job. 94.2% staff were satisfied with BWSSB’s performance. 93% were completely and 7% partially satisfied with their job. 64 Note on physical observation of the infrastructure  More than three-fourth (81%) of the office buildings observed are permanent and are in good condition. Around 17% are partly in good condition. Less than 2% of the buildings are in dilapidated condition.  Around 91% of the buildings are owned and rest rented.  In 77% of the buildings there are separate toilets for men and women. In 22% of the offices, there are toilets for men only.  Cleanliness is maintained in 95% of the offices.  There is a name board in front of 99% of the offices. Among them, 88% of it is both in Kannada and English. Nearly 11% of the offices surveyed carry the name board only in Kannada and in one percent, it is in English only.  Around 97% of the sub-divisional offices have telephone connections and the phones were found to be in working condition. Major outcomes The study among BWSSB staff in general revealed that majority of the staff covered under the study were found to be satisfied with the performance of BWSSB and also with their working with BWSSB. However, their main concern was about the shortage of staff which dents their performance. This is more prominent among staff working in treatment plants who reportedly had to be on their toes round the clock. They also expressed that they cannot take leave as and when they need. There are not exposed to any training programmes. Although BWSSB conducts water saving programmes, nearly half of the staff interviewed did not take part in them. Suggestions for water saving were judicious use, no wastage, plugging the leakages in the water lines and adoption of rain water harvesting system. There were suggestions to appreciate the work of staff by way of awarding merit certificates in a public function based on the efficiency and turnover of work by individuals. Periodic performance appraisals can pave way for identifying the right persons for appreciation and create positive competition among staff to work better. Appreciation of work can also be exhibited by sending them on exposure visits and by deputing for trainings in the concerned fields. There was interference in the work by local politicians and leaders and their followers. More than half of the senior staff was aware of consumers drawing water directly from the main line avoiding the meter and also of the unauthorized connections. In such cases, the connections were dismantled or regularized with proper procedure. In some cases, penalties were also levied. 65 Only half of the staff reported issuing printed receipts for the complaints received. Most of the complaints were related to the supply and low pressure, sanitary work followed by billing and quality of water supplied. Creating awareness to officers on the documents to be attached with the application for getting a new water connection needs consideration since almost one third were not aware of it. Lack of valid documents was the main problem for new connection. Most of the respondents were of the view that corruption cannot be avoided. There is a disparity in the time expressed by the officers for getting approval after submission of application. As far as possible, there should be a near uniformity in the days. The senior staff may not know the exact period within which the approval is given. As regards the services of licensed plumbers, it was noted that they use poor quality material; charge high fee and do not follow proper installation procedure. Since installation is an important aspect, BWSSB should train the plumbers and monitor the installation process to ensure use of quality materials. There should be a penalty clause in the agreement if the plumber charges more than the prescribed fee and enforce it effectively whenever there is a breach of agreement. 66 4. Case studies 4.1 A case study of Cauvery Head Works Thorekadanahalli, Harohalli and Tataguni Introduction Cauvery Head Works draw water from the river Cauvery through the channels from the Shiva Balancing Reservoir to the Netkal Balancing Reservoir near Shimsha power generating station; the pipelines from the balancing reservoir draw raw water to Thorekadanahalli where water is treated to the required standards with the help of various treatment processes of aeration, coagulation, flocculation, sedimentation and filtration followed by disinfection through chlorination. The water, travelling a distance of about 100 km, reaches Bengaluru via three stages of pumping at Thorekadanahalli, Harohalli and Tataguni. Staff feedback on work culture, trainings, facilities and budget As per the sampling design, staff members at different levels were interviewed to elicit their opinion on how well they are able to provide services to their users and the difficulties and constraints they face in the course of this work. The staff of Cauvery Head Works included Executive Engineers, Asst. Executive Engineers, Asst. Engineers, Junior Engineers, Operators, Fitters and Helpers at Torekadanahalli and pumping stations at Tataguni and Harohalli in Mandya district. At the Head works in Torekadanahalli, water collected from the river Cauvery by gravity is subjected to treatment and purification process. This purified water is pumped to Harohalli pumping station, from where it is further pumped to Tataguni pumping station for onward transmission to Bangalore city. All the Executive Engineers, Asst. Executive Engineers and Asst. Engineers covered under the survey are graduates in engineering. They have put in two to 31 years of experience in the department. Main responsibility of these technical staff is to oversee the Cauvery head works and ensure the quality of work. The supporting staff is engaged with purifying, cleaning and maintenance of the unit as well as the campus. All of them expressed that they are getting good support from their senior officers. All those interviewed reported that, they are satisfied with the fringe benefits offered by the Board like housing loan, education loan and medical cover. As the work involves 24/7 presence in the plants, all the staff members are provided with quarters within the campus with uninterrupted water and power supply. Most of the technical staff reported that they work for more than 12 hours in a day and they are available in the campus as and when required. But the supporting staffs like fitters, operators, helpers and security is working in shifts of eight hours each. Because of the nature of work, senior staff can avail leave only with prior permission from their sanctioning authorities. 67 As regards the budget, the EE informed that he prepares the annual budget and forwards it to the head office for approval. Money is released against the bills raised. Head works also gets revenue by distributing the water to many companies at a cost and the revenue so generated is credited to BWSSB’ account. There is no direct cash transaction in the Head works or pumping stations. Safety tools Process Manager, chemists, lab assistants, fitters, helpers, operators and security guards in the Cauvery Head Works are employed by the Board. Safety tools which include safety belt, helmet, rain coat, hand gloves, torch, jacket, gumboots, soap, uniform, sweater, shoes, ear plugs, gas mask with oxygen cylinder, safety apron with hood are provided to them by the Board once a year. But if any of the tools is damaged during its usage, the Board replaces them. All the users of the safety tools expressed that their quality was good. Some disgruntled supporting staff however reported that there were not enough rain coats and hand gloves. Trainings and other support from the department Most of the staff reported that they are not getting any training as they hardly get any time to attend the trainings. However, most of them felt the need to get trained in water supply, electrical maintenance and transmission; upgrading of equipment, control system, automation, recycling of water, transformers, motors, switch gears and pumps. Suggestions to improve the current mechanism of appreciation It was observed that there is no formal appreciation mechanism in the department. All those interviewed expressed that they needed motivation by way of appreciation in staff meetings, in public forums, through exposure visits to similar plants outside, deputing for trainings, seminars and workshops which will help staff to work more effectively so that they would be able to discharge their duties still more effectively. Problems and suggestions for improving the working condition There is shortage of staff as informed by most of those interviewed. This has led to depending on a single person/ experienced person for each and every thing. The suggestion was to fill the sanctioned posts and give reprieve to the over worked staff. Corruption In spite of the Board giving all facilities to its staff, corruption exists according to some of the respondents. To eradicate corruption, following suggestions were made by them: 1. Staff should change their perception on corruption. 2. Practice of tendering process in all fields. 68 3. Self-realisation. 4. Educate the people/users. 5. Politicians should take a lead to eliminate the corruption. 6. Top-down approach. Changes observed by staff over a period of time There is improvement in work, new technologies have been introduced, plants have been upgraded, Board’s revenue has increased and changes have been made in the Board’s Act to punish the guilty of water theft. Board can directly approach the police to book cases in water theft. Youngsters are being recruited. An Innovation Division has been set up to promote new ideas. Suggestions for improvement 1. Most of the seniors are getting retired. During their period of service, they acquired good skills and vast experience in their own fields of work. Board should utilise their expertise to train the youngsters before they retire from the service. 2. Replace old machines and upgrade the equipment, increase efficacy of staff. 3. Provide required man power for increased efficiency in work turn over. Awareness BWSSB is spreading awareness among the users through newspapers, hoardings, TV, Banners, website and radio (Panchayathi Puttappa). Staff is aware about these programmes. While the consumer charter is not much familiar among the staff members, most of them are aware of the BWSSB website. The website covers the information on how to get new water and sewerage connection, how to lodge a complaint, bill payment options, and tariff rates etc. Staff felt that it covers all requirements of the users. Most of the staff knows that BWSSB has a helpline, but they do not remember the number. To create awareness among the politicians, exposure visits were arranged for corporators and corporation officials to TK Halli head works. Suggestions for water saving 1. Every individual should take responsibility to save water; awareness programs among the public should be increased. 2. Use only what is required. Stop leakage and wastage of water. 3. Don’t release rain water into sewerage lines. 4. Adopt rain water harvesting system in houses. 5. Use treated waste water for non-potable purposes. 6. If any leakage is observed in the supply line, bring it to the notice of the BWSSB staff. 7. Public taps should be avoided. 69 Work efficiency 1. 2. 3. 4. Increase staff strength and upgrade their skills by providing necessary training. Replace old machines, upgrade the old equipment. Organise exposure visits to the staff. Replacement for retired people with trained persons is very much needed. Observation of Head works and pumping stations The plants are located spaciously in vast areas. In all the three locations, there are name boards displayed prominently at the entrance both in English and Kannada. Overall cleanliness is maintained well in the office. There are separate toilets for men and women. There is greenery all around and well maintained gardens which provide good ambience. Conclusion: The Executive Engineer and his staff are satisfied with the work in BWSSB. They work in harmony and with mutual understanding. They hardly face any problem. Trainings for the staff need to be taken care of by the Board. There should be regular transfers for the technical staff in the plants so as to provide them an opportunity to work in other areas of the Board. There is a need to modernise the old plants with latest technologies to increase effectiveness and productivity. Board has introduced night patrolling system to safeguard the water lines and tamper proof air valves. Unaccounted water should be measured and public taps should be avoided. 4.2 A case study of Sewerage and water treatment plants Nayandanahalli and Challaghatta A primary treatment plant for treating the waste water generated in the western part of the city was established near Nayandanahalli on Mysore Road. It was upgraded to secondary level and trickling filter process was adopted. Since there was a demand for the tertiary treated waste water, a plant of 60 mld capacity was established during 2004 under Indo French Protocol which is now a Tertiary treatment plant. Non potable water from this plant is sold to industries at Rs.15 per 1000 litres in Mysore Road area. Board is getting Rs. 48 to 50 lakhs revenue per month from four tertiary plants. Koramangala and Challaghatta treatment plant was also established in Challghatta for treating the waste water generated in the city. There are two secondary level treatment plants in Challghatta with 30 mld and 218 mld capacities located on 90 acres of land. Non potable water from this plant is sold to a construction company in the vicinity, to the Army and to Karnataka Golf Association at Rs.15, 10 and 5 per 1000 litres respectively. It was 70 given to understand that Karnataka Golf Association has given land for the treatment plant and also has built a pump house. Hence, the rate charged for supplying water to them is low. This treatment plant generates revenue of some Rs. 18 to 20 lakhs per month. Koramangala and Challaghatta has also the jurisdiction of Lalbagh, Cubbon Park and Madiwala lakes having smaller sewerage treatment plants. Besides, there are also mini sewerage treatment plants in Jayanagar General Hospital (200 KLD), KC General Hospital, Malleswaram (200 KLD), Bowring hospital (300 KLD) and Gosh hospital (15 KLD). Treated waste water in these hospitals is used for gardening purposes. The Operation and Maintenance (O&M) of these plants is entrusted to private agencies. These agencies are selected through tendering process by the Board. The tender includes the safety equipment/tools as well for the workers of O&M. Staff Feedback on work culture, trainings, facilities and budget All the technical staff (EE, AEE, AE and JEs’) covered under the study are engineering graduates except the AEE in Nayandanahalli who is a post graduate. They have put in one and a half to 36 years of experience in the department. Main responsibility of the staff is to oversee the work of the O&M staff and ensure the quality of work. All those interviewed reported that, they are satisfied with the fringe benefits offered by the Board like housing loan, education loan, medical coverage to all their dependents, festival advances, etc. The Board does not extend loans directly to the employees but issues “No Objection Certificate” to avail them from banks and other financial institutions. Most of the staff reported that they work for a minimum of 10 to 12 hours a day. As regards the budget, the EE Interaction with the AEE at Chellaghatta prepares the annual budget with the help of the Accounts Superintendent and forwards it to the head office for approval. Money is released against the bills raised. There is no direct cash transaction. Lack of sufficient man power is one of the main problems raised by the officials. Sanctioned staff is not positioned. Because of this, they feel over burdened with work. Process Manager, chemists, lab assistants, fitter, helper, security guards are deployed by the O&M agencies. As per the agreement with BWSSB, the agency procures and provides them the safety tools which include safety belt, helmet, rain coat, hand gloves, torch, jacket, gumboots, soap, uniform, mask, first aid kit and shoes. The quality of these tools is 71 monitored by the BWSSB staff. It was reported that the agencies are giving good quality safety tools to their workers. These tools are given to them once in a year; but if any of the tools is damaged during its usage, the agency replaces them. Gas mask is issued only for hazardous work. Trainings and department other support from the Most of the staff reported that they are getting Safety tools for staff training on technical skills. But some of them expressed their interests in getting trained in accounting, financial management, hydraulics, capacity building, leadership and managerial skills. Suggestions to improve the current mechanism of appreciation It was observed that there is no formal appreciation mechanism in the department. All those interviewed expressed that there should be motivation of staff by way of issuing certificate of appreciation during annual gatherings, etc. Individual work assessment needs to be taken into consideration, job description to be enforced, and medical fitness test should be conducted on all staff above 50 years, to ensure their ability to work. Suggestions for water saving 1. Use drinking water only where required and use treated waste water for other purposes. 2. Public awareness should be increased to use treated waste water for non-potable purposes. 3. Treated waste water to be released into lakes to increase water table. 4. Use of recycled water in other departments. 5. Prevent or reduce unaccounted water. 6. Water saving should be recognised by giving incentives. 7. Modern technology should be used for toilets, e.g., auto flesh toilets, urinals without water. 8. Water can be saved by using perforated showers at bath rooms, by not using hose pipes for washing car, unwanted cleaning of houses, compounds, etc. 9. Adopt rain water harvesting system. 10. Board should recruit a marketing professional to market treated waste water. 11. Water saving should be recognised by giving incentives. 12. Adopt rain water harvesting system and use rain water. 13. Water saving methods should be printed on backside of the water bill. 72 Sewerage 1. Every house should have two pipe lines, one for rainwater and another for drainage. 2. Mini treatment plants are required, but land is not available. Bias in posting in BWSSB There appears to be some sort of bias in postings. It was reported that the Board does not follow the State rules like for example, a person working for more than 3 years should not be in the same place, there are no transfers within 3 years of service etc. The Engineers’ Association is striving hard to eradicate this bias by approaching the higher-ups and also to maintain transparency in postings. Problems and suggestions for improving the working condition There is shortage of staff as informed by most of those interviewed. This has led to depending on a single person/ experienced person for each and every thing. Interdepartmental coordination needs to be improved between BBMP, BDA and Pollution Control Board. Capacity building of staff should be introduced. There should not be any gender discrimination in the pension scheme i.e. if the wife dies during the service period, her husband should get pension; parents of the employee should also be covered under medical insurance. Corruption In spite of the Board giving all facilities to its staff, still corruption exists. To eradicate corruption, the suggestions by the staff are to avoid delays in movement of files, providing good service to the customers, creating good working environment and change in individual’s perception on corruption. Changes observed by staff over a period of time The overall change, it was reported, depends on the head of the organization. Some of the positive changes observed by the staff are    Improvement in administration Reduction in corruption. Better service to public. Complaints are attended on time. Customers’ concerns are attended on the spot in Water Adalats. 73 Awareness BWSSB is spreading awareness among the users through newspapers, hoardings, TV, website and radio (Panchayathi Puttappa). Staff is also aware about these programmes. While the consumer charter is not very familiar among the staff members, most of them are aware of the BWSSB website. Staff felt that lots of information is given in the website, but it needs up gradation by installing the bill payment Apps. This would help consumers make payment through their mobile phones. While many of the staff members are not aware of the consumer charter, all of them are familiar with the web site. Observation of the office of the treatment plant The treatment plants have displayed visibly the name board and location in English and Kannada languages. The overall cleanliness is maintained well in the office. There are separate toilets for men and women which are clean. The gardens maintained around the plant by using treated waste water give elegance to the entire area. Conclusion: The staff in general is satisfied working with the BWSSB. Board should provide sufficient staff to work more effectively. Treatment plants are working to their capacity; but there is no sufficient demand for treated waste water. For this, Board should recruit a marketing professional to create demand and sell the treated waste water. Board should also create awareness among the users to use this water for non-potable purposes. Considering the working condition of the O&M staff and also the location of the plant, particularly in Chellaghatta, provision for an ambulance may be made by the O&M agency. This clause may be included in the tender. Creating awareness on usage of treated waste water among the people needs attention. This can be done through advertisements in newspapers, radio talk and TV. Trainings and workshops for the staff based on a need assessment exercise required to be taken care by the Board. Website should be upgraded by introducing new apps. 74 Advocacy / Suggestions for improvements: 1. BWSSB has been producing large amounts of treated waste water. The staff is making efforts and is selling the water in small quantities. The remaining water is being released into lakes to increase the water table level. If BWSSB forms a marketing wing for this, the Board can get good amount of revenue from the users. 2. Every house should have two pipe lines, one for rainwater and another for drainage. Here rain water and sewerage water is connected to the sewerage lines. 3. The backside of the water bill can be used for advertisement of water saving methods and using treated wastewater for non-portable purpose. 4. Staff should get transfers in regular intervals within the Board in different sectors. This can be helpful for increasing knowledge of the different sectors and staff getting all kind of working experiences. 5. Interdepartmental within BWSSB coordination is required to ensure that separate lines are made for drainage and sewerage. If both lines are separated, the drainage water can easily leave to the lakes and sewerage water can be treated. It will save money and time cost of the Board. 6. Cauvery Headworks equipment should be upgraded with modern technologies. 7. Trainings on Budget, administration, technical skills should be given. 8. There can be bill payment Apps. This would help consumers make payment through their mobile phones. 4.3 A case study of Licensed Plumbers BWSSB has authorized licensed plumbers to help consumers in getting new water connections. With a view to understand their role and quality in providing services relating to new water connections, the present study interviewed randomly selected 37 licensed plumbers and the results are set out below: These plumbers, on an average, have been working with BWSSB for the last 12 years. More than half (51%) of them reported having their own office and 70% have employed workers to help them execute work. Work assignment by BWSSB The works assigned to them by BWSSB as reported by the plumbers are listed Table 37. 75 Table 37: Works assigned to licensed plumbers by BWSSB Works % N Providing connection 94.6 35 To identify water theft 48.6 18 Road cutting endorsement 73.0 27 Maintenance of water lines 43.2 16 Others 18.9 7 Total 37 The Table indicates that providing new connections was the major assignment of the plumbers (95%) followed by obtaining road cutting endorsement (73%), identify water theft (49%) and other works (19%) that involved sanitary work, meter installation, installation of rain water harvesting systems and building work. Number of connections provided by each plumber and nature of service to consumers It was reported that each plumber provides on an average eight new connections in a month. It was observed that in most cases they take up the entire gamut of services required for a consumer to get a water connection – from procuring the application to actually providing the connection (Table 38). Table 38: Services carried out by licensed plumbers for applicants Services… % N Getting the application from BWSSB 94.6 35 Filling the application 83.8 31 Collecting supporting documents from 75.7 28 other departments (BDA/BBMP) Enclosing supporting documents 89.2 33 Submission of filled application 75.7 28 Payments to BWSSB 73.0 27 Tracking the application 40.5 15 Road cutting endorsement 78.4 29 Providing connection 94.6 35 Total 37 Plumbers play a major role while getting a new water connection from BWSSB, which has come out very clearly from the user survey component as well which showed that 96% of the users go their new water connection through licensed plumbers. This has been confirmed by the plumbers as well who reported that they are involved in most of the process related activities to get new water connection for users. Table 39 indicates that except for tracking the application, most of the other activities are carried out by plumbers. 76 When asked out of every 10 consumers that they serve how many ask them to take up all the activities, 70% plumbers responded in the affirmative. Amounts charged by the plumber It was reported by the plumbers that they on an average charge some Rs. 25,237/- per connection. Out of this, they pay Rs. 21,440/- to BWSSB while retaining Rs. 3367/- as their service charge. All of them (100%) conveyed that they received receipts for the full amount paid to BWSSB and that they shared these receipts with the consumers. More than 90% of them reported that they issued receipts to the consumers for the amount received from them. Problems faced by plumbers with BWSSB/public A majority of 89% of the plumbers reported that they did not face any problem with BWSSB. However, 11% of the plumbers did face some problems like non-functioning machines, delay in file movement, pressure from higher authorities and delay in sanctioning. As for problems with public, 22% reported in the affirmative. The problems were lack of proper authorization of water meters, problems during road cutting, delayed payments and lack of valid documents. Interference of influential people Local politicians and people around them, local leaders and higher officials interfered in their work as reported by 38% of the plumbers. Suggestions for water savings Table 39 presents the suggestions given by plumbers to ensure saving for water. Table 39: Suggestions on water saving from plumbers Suggestions for water saving % N(37) Use borewell water for domestic purpose 13.5 5 Use Cauvery water only for drinking purposes 35.1 13 Use limited water/Use recycled water/Should 51.4 19 not waste water Avoid leakages/Leakages should be repaired 10.8 4 Adopt rain water harvesting 59.5 22 Pipes should be repaired 2.7 1 Adopt ball wall/Water controller/Construct 16.2 6 pits to recharge ground water Leakages should attend as soon as possible 2.7 1 Avoid sump leakages 5.4 2 77 Nearly 60% of the plumbers suggested people should adopt rainwater harvesting methods. It will help to increase the ground water level. 35.1% plumbers suggested people to use the Cauvery water for drinking purpose. Adoption of water saving methods: Out of 37 plumbers 26 (70.3%) said that they have adopted water saving methods in their houses. It was interesting to note that more than two-third of the plumbers have adopted rain water harvesting method in their house. It shows that most of the plumbers are aware about the importance of rain water harvesting. Suggestions to improve quality of service by BWSSB Some of the suggestions made by the plumbers to improve quality of service by BWSSB are listed in Table 40. Table 40: Suggestions to BWSSB to improve the quality of service Suggestions to BWSSB % Quality water should be supplied at least twice a week 24.3 Maintain proper timings 2.7 Respond to the consumers' problems or grievances 10.8 Public water tank should be constructed 2.7 Educate people on water saving 2.7 Pro-rata charges should be avoided 13.5 Attend to leakages/control overflow of water or sewage 5.4 Avoid illegal connection 2.7 Proper services should be provided to consumers 8.1 Create awareness among public on pro-rata charges 2.7 Use MS pipes 2.7 New lines should be constructed 2.7 Nothing 35.1 Total 78 N 9 1 4 1 1 5 2 1 3 1 1 1 13 37 5. Conclusions and Recommendations Background The study that assessed the services provided by the Bangalore Water Supply and Sewerage Board (BWSSB), brought out some important issues faced by stakeholders across the city and at various levels. These stakeholders include users, service providers, plumbers and staff from BWSSB who though may not be interacting directly with users but provide background support such as those working in the Cauvery Head Works and in the city’s treatment plants. The following section brings together the conclusions and the way forward that have been drawn after analysing data collected from each stakeholder component covered in the study. General observations 1. Proper maintenance of databases: To carry out the survey among users in the BWSSB jurisdiction, the PAC study team used the database maintained by BWSSB for the past three years. This database basically comprised of the name, address and contact details of all the current BWSSB consumers. However, during the survey the study and survey teams realised that the database had a lot of gaps due to which they could not be referred to fruitfully. These main issues included incomplete addresses, incorrect phone numbers, phone numbers of the licensed plumbers instead of the actual consumers. If BWSSB plans to use the database to get in touch with consumers for dissemination of information, it is extremely important to keep a more accurate database. For this, efforts need to be made to revise the application form so that address and contact details can be collected in a more correct manner. 2. Dissemination of information: As can be seen from the previous chapters, most of the users and even a substantial proportion of the providers do not access dissemination channels such as the BWSSB website for information. However, there are current outlets can be more productively used such as water bills. The back side of the current water bills can be used for dissemination of relevant information such as mandatory rainwater harvesting, reporting of leaking water lines, or water thefts. This can be printed on an alternative monthly basis (one month information on tariffs, the next one on rainwater harvesting, and the next on using treated waste water especially on bills for industrial establishments) behind water bills to keep users interested in the information being provided. 3. Need for continuous benchmarking through the development of Service Delivery Improvement Plans (SDIPs) in addition to the existence reference points under 79 Service Level Benchmarks (SLM). It has been observed that various cities are also developing what are known as SDIPs to ensure that there is improvement in efficiency of service delivery across various services. Relevant indicators can be developed that can then be monitored to ensure that current users are getting the best services while remaining users can also be brought under the service. BWSSB can also look at options to develop these indicators for monitoring of its performance and take strategic measures accordingly. Specific conclusions Findings from the study Recommendations from PAC 1. Streamline BWSSB database system  Initially user database was collected  from BWSSB to identify user addresses for interviews. But the database did not prove to be very useful.  In many cases the user contact number was wrongly filled, few contact  numbers had the contact details of the hired plumber.  BWSSB database format is good, but required details – users’ addresses should include door number, main road, cross road, area and nearby landmark and contact details. The application format should have a sufficient space to fill the full address. It was observed that licensed plumbers play a major role in the water connection process. So, if BWSSB made a provision of two contact details (User and Plumber) in the application format, it will help to store a useful database that BWSSB can use for future communications. 2. Streamline the new water connection process  More than 90% users got the new water  connection through licensed plumber.  The consumers on an average paid Rs. 8,349/- to a licensed plumber for getting a new connection and it took 21 median days for the plumber to install the connection. However, when the consumer approached BWSSB directly, the average amount spent was Rs.  80 This comparative analysis shows that utilizing the services of a plumber for a new connection is costlier and involves more time as compared to the consumer approaching BWSSB directly. BWSSB should look into this aspect holistically and deal directly with the consumers through an online process. Since installation is an important aspect, Findings from the study 5,241/- per connection, which included plumber charges and the time taken was less than a week for 29% and one to two weeks for 30.4% of consumers. Recommendations from PAC BWSSB should train the plumbers and monitor the installation process to ensure use of good quality materials. There should be a penalty clause in the agreement if the plumber charges more than the prescribed fee, and enforce it effectively whenever there is a breach of agreement.  BWSSB should create awareness among the public about the easy way of getting the new connection from BWSSB without using a plumber. BWSSB should set up a toll free number for this. Separate teams should be assigned for this work  Simplify the process of application with minimum supporting documents.  There was no uniformity in the amount charged by the licensed plumber to users. BWSSB should fix a charge for each connection based on the building size. This has already been mentioned in the BWSSB Act and its latest amendment carried out in 2013 and fee can be decided accordingly. 3. BWSSB Helpline – 080 2223 8888 1. Regarding BWSSB Help line  Helpline: BWSSB has a 24/7 helpline. But the helpline number is not easy to remember. If the Board can come up with 4-digit number, it would be very easy to remember. This helpline number can be displayed on the BWSSB water supply and sewerage maintenance tanks (these tanks are roaming around the city). The helpline number can also be displayed on the 81 Findings from the study 2. Help desk Recommendations from PAC water bill.  Problem resolution: BWSSB should put in place a proper grievance redress mechanism and transmit it to the public through different media so as to gain confidence of the people in resolving their problems. A good example would be to set up a help desk in the service station or in the sub division office. The help desk will help to increase the awareness among people in various aspects: the process of application for a new domestic connection, fee to be paid and details of persons to be contacted in case of problems and the process of lodging a complaint. 3. Grievance Redress system  Establish a strong grievance redress system and put up the details in the public domain for the benefit of the public. 4. Water theft / Illegal water connection 1. Checking of water theft by BWSSB staff   Nearly 80% users reported that nobody  from BWSSB visited to check water thefts. Some 10 to 12% of the users reported that the regular staff of  BWSSB and the meter reader visited. It was found that 60% of the staff interviewed was aware of the instances where consumers used motors to pump water illegally from the main line without meter  82 BWSSB should setup a separate wing to monitor water thefts and illegal water connections in the city. The field staff should carry out regular checks on water thefts and plug leakages in supply lines in their respective areas and report it to the higher authorities or take appropriate action on the spot to prevent thefts. Water theft punishments should be advertised in TV, Radio, Newspapers, and Findings from the study Recommendations from PAC announced in Water Adalats. 5. Increase staff strength, capacity building and upgradation of technology   The study found that staff shortage was  reported to be affecting performance in BWSSB. The interviews with the officers  (AEE) revealed that the posts of AEE are sufficient while there is an additional requirement for AEs, JEs, Senior Water  Inspectors, Valve man, Meter reader and Sanitary Inspector/workers. In case of Cauvery Head Works and waste water management, the staff felt the need to increase the staff strength. It was observed that there is no formal  appreciation mechanism in the department. All those interviewed expressed that they needed motivation. Increase the staff strength and upgrade their skills by providing necessary training. A staff audit should be done to check staff:user ratio and reallocated accordingly Staff should be transferred at regular intervals within the Board in different sectors. This can be helpful to increase knowledge regarding the different sectors and staff getting all kind of working experiences. BWSSB may consider rewarding staff by way of awarding merit certificates in a public function based on the efficiency and turnover of work by individuals.  Periodic performance appraisals can pave way for identifying the right persons for appreciation and create positive competition among staff to work better.  Appreciation of work can also be exhibited by sending on exposure visits and by deputing for trainings inside and outside. Staff felt the need to get trained in water supply, electrical maintenance and transmission; upgrading the equipment, control system, automation, recycling of water, transformers, motors, switch gears and pumps  Most of the seniors are getting retired. During their period of service, they acquired good skills and vast experience in their own fields of work. Board should 83 Findings from the study Recommendations from PAC utilise their expertise to train the youngsters before they retire from the service.  Replace old machines and upgrade the equipment, increase efficacy of staff. 6. Strengthen awareness Awareness about Booklet  It was found that hardly 3% of the  consumers were aware of the information booklet (Our Customer Charter) brought out by BWSSB.  Water Adalat: 94% of the customers were not aware of the customer interaction meetings (Water Adalat).  Although BWSSB has a website, it was seen only by 2.6% of the customers and more than half (54%) of the staff who were interviewed had not seen the website of the BWSSB BWSSB’s ‘Our Customer Charter’ has extensive information about BWSSB, but it is hardly accessed by the public. This information booklet can be displayed in the service stations, division office. The booklet can also be posted in the BWSSB Facebook.  Although there is a well-designed web site, the access to it is very low. BWSSB can give advertisements in TV, Radio and newspapers because the survey results show that people are familiar with these media outlets.  Citizens visiting Bangalore One centres regularly; if BWSSB puts up posters related to new water connection procedure, rain water harvesting, water saving methods or the BWSSB helpline number, it will help raise awareness among citizens. 7. Timings at the bill payment counters Bill payment App  Develop an app for bill payment. This would help consumers make payment through their mobile phones. 8. Usage of treated waste water 84 Findings from the study Marketing the treated wastewater  Recommendations from PAC Treatment plants are producing good amount of treated waste water. But there is no sufficient demand for treated waste water. For this, Board should recruit a marketing professional to create demand and sell the treated waste water. Board should also create awareness among the users to use this water for non-potable purposes. 9. Improve the sewerage system Interdepartmental coordination  Interdepartmental (BBMP, BDA and Pollution Control Board) coordination is very much required. Separate line should be made for drainage and sewerage. If both lines are separated, the drainage water can easily leave to the lakes and sewerage water can be treated. It will save the money and time cost of the Board.  BWSSB has already set up small treatment plants in government hospitals. These hospitals are using treated waste water for gardening and other non-potable purpose. Similar kind of initiatives can be explored in for private hospitals as well. 10. Suggestions for water saving  Use drinking water only where required and use treated waste water for other purposes.  Adopt rain water harvesting system and use rain water.  Public and other department awareness should be increased to use treated waste water for non-potable purposes.  Water saving should be recognised by Dissemination of water saving methods to be carried out more aggressively 85 Findings from the study Recommendations from PAC giving incentives.  Modern technology should be used to for toilets; e.g. Auto flesh toilets, urinals without water.  Water can be saved by using perforated showers at bath rooms, by not using hose pipes for washing car, unwanted cleaning of houses, compounds, etc.  Water saving should be recognised by giving incentives. Water saving methods should be printed on backside of the water bill.  Unaccounted water should be measured and public taps should be avoided. 86 6. The way forward.... One of the main objectives of the study was to assist BWSSB, to use the information and knowledge generated through the study so that actionable policies and remedies can be formulated. To ensure the same, it was felt that the findings of the study should be shared with BWSSB senior level officials in BWSSB so that issues could be discussed, debated and remedial actions arrived at. Dissemination of Findings: Upon the completion of data analysis and interpretation of the data collected from the field survey, PAC made a detailed presentation to BWSSB Chairman and his team compressed of Engineer-in-Chief, Chief Engineers of zones, additional Chief Engineer’s, Deputy Chief Engineers, Executive engineers of Operation and Maintenance zone and Core Committee members, and officials from New Initiative and New Water. Points of concern that were highlighted during the presentation were discussed and corrective measures suggested that were closely reported, which are as follows: The Chairman emphasised on having a strong grievance redress mechanism and instructed the concerned staff to act on it suitably. He also agreed with our suggestion to print Board’s messages on the back side of the water bills including the water saving measures so that it will attract wider publicity. Accordingly, he asked the concerned officer to implement it forth with. Another suggestion which caught the attention of the Chairman was installation of waterless urinals. To begin with, he suggested to his staff to install one in Cauvery Bhavan. The study indicated that northern division was performing poor in terms of water supply and overall satisfaction. The divisional engineer was asked to address the problem soon. As regards the number of supporting documents to be attached with the application for a new connection, the Chairman desired his staff to explore whether it is possible to reduce the number to three. In order to market the treated water, he asked the concerned staff to fix monthly target to the marketing executive with percentage increment every month and monitor the progress. At the end, the Chairman complimented PAC by expressing that we have given a good report. The following Table provides details of the discussions held during and after the presentation between the Chairman, the participating officials and the PAC Study Team. 87 Sl. Study Findings No. Suggestions through the Study Suggestions from BWSSB Chairman to his staff Response from officials on the issues 1 Rain water harvesting: 96% did not have Rain water harvesting.  Adopt rain water harvesting system and use rain water. Rainwater harvesting systems are mandatory only for houses built on plot sizes of 30*40 sq.ft and above. 2. Water saving methods yet to be adopted  Set up different models Adopt waterless urinals of toilets that use less in Cauvery Bhavan water for public use A model waterless urinal will be adopted in Cauvery Bhavan  Disseminate useful information on water saving methods through the BWSSB water bill Relevant content will Select useful be selected and the information and print printer contacted for these on the backside of next steps the water bills. 3. North division lags behind other divisions  More than 50% of the Asked the reason for it consumers in North division are dissatisfied with the quantity of water supplied. 4. Poor recall of the current Helpline number  BWSSB has a 24/7 helpline (080 2223 8888). But the helpline number was not reported by most consumers when asked; there is a need for a more precise number. 4 digit number has been identified but needs to be approved and publicly released with immediate effect BWSSB taken the 4 digit number for the helpline (1916). Treated waste water not being utilised to its full potential  Use drinking water only where required and use treated water for other purposes. Fix a monthly target to marketing agencies to sell the treated water to construction sites and other purposes. The BWSSB kiosks will have an additional choice of payment of Rs. 400/- for tankers with treated wastewater for 5. 88 North division has started releasing water from August of 2015 when the study fieldwork was still on. For WhatApp messages BWSSB has applied for a 5-digit number. Sl. Study Findings No. Suggestions through the Study Suggestions from BWSSB Chairman to his staff Response from officials on the issues construction sites. Collect the fee through BWSSB kiosks. For the jetting machine using treated water. Hospitals and other commercial buildings occupying more area also have a treatment plant in their premises. Filling points for treated waste water are also available. 6. Too many supporting documents to be attached with the application form  Based on the electricity approval from BESCOM, khatha related documents can be foregone. Encourage public to approach BWSSB directly for application process; simplify the process of application with minimum supporting documents Few documents are mandatory in previously-CMC areas. The BESCOM does not have area boundaries but BWSSB has. However, one or two documents can be reduced; to be finalised. 7. Inadequate response to grievance of consumers, with most problems remaining unresolved.  4.2% consumers faced problems; establish a strong grievance redress system and put up the details in the public domain for the benefit of the public. 89 Complaints should be addressed immediately. With the four-digit number, actual visits to the BWSSB service stations and other offices will reduce. ANNEXU RE ANNEXURE 1: User Questionnaire AN ASSESSMENT OF BWSSB SERVICES – HOUSEHOLD USER QUESTIONNAIRE d® ® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½AiÀÄ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - §¼ÀPÉzÁgÀgÀ ¥Àæ±ÁߪÀ½ Schedule No: AN ASSESSMENT OF BWSSB SERVICES - USER SURVEY d® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½AiÀÄ ¸ÉêÉUÀ¼À §¼ÀPÉzÁgÀgÀ ¸À«ÄÃPÉë ¥Àæ±ÁߪÀ½ Introduction Namaskara, I am ………………………….. from Median, we are collecting information for Public Affairs Centre (PAC).. PAC is currently trying to assess the quality of services provided by the BWSSB to the public. We would like to know your experiences with the BWSSB which will help us to assess the quality of services offered by them. You are free to keep out your name in this questionnaire though we would like to assure you that the information collected would be collated and presented collectively. Could I please ta talk to you for a few minutes in this regard? ¥ÀjZÀAiÀÄ: £ÀªÀĸÁÌgÀ, £À£Àß ºÉ¸ÀgÀÄ ......................................................... £Á£ÀÄ «ÄÃrAiÀÄ£ï ¥Àæw¤¢ü. £ÁªÀÅ ¥À©èPï C¥sÉÃgïì (¦.J.¹) ¸ÀA¸ÉÜUÉ ªÀiÁ»wAiÀÄ£ÀÄß ¸ÀAUÀ滸ÀÄwÛzÉÝêÉ. ¦J¹AiÀÄÄ, ¥Àæ¸ÀÄÛvÀ d® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½AiÀÄÄ UÁæºÀPÀjUÉ MzÀV¸ÀÄwÛgÀĪÀ ¸ÉêÉUÀ¼À UÀÄtªÀÄlÖªÀ£ÀÄß w½AiÀÄ®Ä ¥ÀæAiÀÄw߸ÀÄwÛzÉ. zÉ. d® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½0iÉÆA¢V£À ¤ªÀÄä C£ÀĨsÀªÀUÀ¼À£ÀÄß w½zÀÄPÉƼÀî®Ä £ÁªÀÅ EaѸÀÄwÛzÀÄÝ, EzÀjAzÀ CªÀgÀÄ MzÀV¸ÀÄwÛgÀĪÀ ¸ÉêÉUÀ¼À ¸ÉêÉUÀ¼À UÀÄtªÀÄlÖªÀ£ÀÄß ¥Àj²Ã°¸À®Ä £ÀªÀÄUÉ ¸ÀºÁ0iÀĪÁUÀÄvÀÛzÉ. ¤ªÀÄäAzÀ ¸ÀAUÀ滹zÀ ªÀiÁ»wAiÀÄ£ÀÄß £ÁªÀÅ MmÁÖV ªÀÄAr¸ÀĪÀÅzÁV ¨sÀgÀªÀ¸É ¤ÃqÀÄvÉÛêÉ. ¤ÃªÀÅ ¨ÉÃPÁzÀgÉ, ¤ªÀÄä ºÉ¸ÀgÀ£ÀÄß F ¥Àæ±ÁߪÀ½¬ÄAzÀ ºÉÆgÀVqÀ§ºÀÄzÀÄ. £Á£ÀÄ F «µÀAiÀÄ PÀÄjvÀAvÉ ¤ªÀÄä §½ PÉ®ªÀÅ ¤«ÄµÀUÀ¼À ¤«Ä PÁ® ªÀiÁvÀ£ÁqÀ§ºÀÄzÉ? IDENTIFICATION/UÀÄgÀÄvÀÄ A--General information/¸ÁªÀiÁ£Àå ªÀiÁ»w 1 Name of the Division to which the user belongs §¼ÀPÉzÁgÀgÀÄ M¼À¥ÀqÀĪÀ «¨sÁUÀzÀ ºÉ¸ÀgÀÄ 2 Name of the Sub-Division Division to which the user belongs §¼ÀPÉzÁgÀgÀÄ M¼À¥ÀqÀĪÀ G¥À-«¨s «¨sÁUÀzÀ ºÉ¸ÀgÀÄ 3 Name of the service station §¼ÀPÉzÁgÀgÀÄ M¼À¥ÀqÀĪÀ ¸ÉêÁ PÉÃAzÀæzÀ ºÉ¸ÀgÀÄ 4 Name of the Ward and RR number ªÁqïð ºÉ¸ÀgÀÄ ªÀÄvÀÄÛ Dgï. Dgï. ¸ÀASÉå Ward Name/ ªÁqïðºÉ¸ÀgÀÄ Consumer RR NO/§¼ÀPÉzÁgÀgÀ §¼ÀPÉzÁgÀgÀ Dgï. Dgï. ¸ÀASÉå 5 Address of the Consumer Plot/ House No/ §¼ÀPÉzÁgÀgÀ «¼Á¸À, ¥Áèmï/ªÀÄ£É £ÀA.--------------------------------------------------------Cross/CqÀØgÀ¸ÉÛ --------------------------------------Main/ ªÀÄÄRå gÀ¸ÉÛ ------------------------------------------------------- Locality/¥ÀæzÉñÀ ----------------------------------City/¥ÀlÖt ----------------------------------------- Pin code/¦£ï £ÀA ------------------------------------------ 6 7 Date of Interview ¸ÀAzÀ±Àð£ÀzÀ ¢£ÁAPÀ DD/vÁ _______MM/wAUÀ¼ÀÄ wAUÀ¼ÀÄ _______YEAR/ªÀµÀð ________ Starting time of interview ¸ÀAzÀ±Àð£À ±ÀÄgÀĪÁzÀ ªÉÃ¼É PAC _________AM/PM /¨É½UÉÎ ¨É½UÉÎ/¸ÀAeÉ BWSSB Page 1 AN ASSESSMENT OF BWSSB SERVICES – HOUSEHOLD USER QUESTIONNAIRE d® ® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½AiÀÄ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - §¼ÀPÉzÁgÀgÀ ¥Àæ±ÁߪÀ½ B- Household profile and water usage pattren PÀÄlÄA§zÀ ¸ÀAQë¥ÀÛ ªÀåQÛ avÀæ ªÀÄvÀÄÛ ¤Ãj£À §¼ÀPÉAiÀÄ avÀæt 1 2 What is the name of the consumer? §¼ÀPÉzÁgÀgÀ ºÉ¸ÀgÀÄ? (Note: Consumer is the person wh ho has experience of the application process/payment of bills/ grievance redress..) (Cfð ¥ÀæQæAiÉÄ/ ©¯ï ¥ÁªÀw/PÀÄAzÀÄPÉÆgÀvÉAiÀÄ ¥ÀæQæAiÉÄAiÀÄ°è C£ÀĨsÀªÀ«gÀĪÀ §¼ÀPÉzÁgÀgÀ£ÀÄß PÉý) What is the age of the consumer in completed years? §¼ÀPÉzÁgÀ£À ¥ÀÆtðUÉÆAqÀ ªÀAiÀĸÀÄì JµÀÄÖ? 3 What is the gender of the consumer? §¼ÀPÉzÁgÀ£À °AUÀ AiÀiÁªÀÅzÀÄ? 4 What is the occupancy status of the house? (Ask about the selected location house) ¤ªÀÄä ªÀÄ£ÉAiÀÄ ªÁ¸ÀÛªÀåzÀ ¹Üw K£ÀÄ? (DAiÉÄÌ ªÀiÁrPÉÆAqÀ ¸ÀܼÀzÀ ªÀÄ£ÉAiÀÄ §UÉÎ PÉý) Name:____________________________ ºÉ¸ÀgÀÄ: Contact Number/ zÀÆgÀªÁtÂ: ______________________Years/ ªÀµÀðUÀ¼À°è Male/¥ÀÅgÀĵÀ Female/ªÀÄ»¼É 1 2 Own use only/ ¸ÀéAvÀ G¥ÀAiÉÆÃUÀPÉÌ ªÀiÁvÀæ 1 Own+ rent out/ ¸ÀéAvÀ ªÀÄvÀÄÛ ¨ÁrUÉ Own+leased out ¸ÀéAvÀ ªÀÄvÀÄÛ ¨sÉÆÃUÀåPÉÌ 2 3 Other Other/ EvÀgÉ ………………… 5 6 Can you provide the following details with regard to the house? (multiple answers) ¤ªÀÄä ªÀÄ£ÉAiÀÄ §UÉÎ PÉ®ªÀÅ ªÀiÁ»wUÀ¼À£ÀÄß ¤Ãr?(MAzÀQÌAvÀ ºÉZÀÄÑ GvÀÛgÀ) What is the occupation of the main earning member of the house? PÀÄlÄA§zÀ ªÀÄÄRå¸ÀÜ£À GzÉÆåÃUÀªÉãÀÄ? Site dimension ¸ÉÊmï£À «¹ÛÃtð Sq.ft.--------------------- No. of floors/ CAvÀ¸ÀÄÛUÀ¼À ¸ÀASÉå Ground Ground + first Ground + two 2 3 4 Multi storeyed No. of kitchen kitchens ………….. 5 6 Labourer/ PÀÆ° 1 Petty business/ ¸ÀtÚ ªÁå¥ÁgÀ 2 Self employed / ¸ÀéAiÀÄA GzÉÆåÃUÀ 3 Service (Govt.)/ ¸ÀPÁðj £ËPÀgÀ 4 Service (Private) / SÁ¸ÀV £ËPÀgÀ 5 Pensioner / ¤ªÀÈwÛ ªÉÃvÀ£ÀzÁgÀgÀ 6 Business / G¢ÝªÉÄ 7 Others/ EvÀgÉ…………………………………………………………… PAC BWSSB 1 Page 2 AN ASSESSMENT OF BWSSB SERVICES – HOUSEHOLD USER QUESTIONNAIRE d® ® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½AiÀÄ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - §¼ÀPÉzÁgÀgÀ ¥Àæ±ÁߪÀ½ 7 8 What is the education level of the main earning member of the house? PÀÄlÄA§zÀ ªÀÄÄRå zÀÄrªÉÄzÁgÀ£À ²PÀëtªÉãÀÄ? Illiterate/ C£ÀPÀëgÀ¸ÀÜgÀÄ 1 Literate without formal education/ CPÀëgÀ¸ÀÜgÀÄ DzÀgÉ AiÀiÁªÀÅzÉà O¥ÀZÁjPÀ ²PÀët«®è 2 Primary (4th Standard) / ¥ÁæxÀ«ÄPÀ(4£Éà vÀgÀUÀw) 3 Middle / Upper Primary (7th Standard)/ ªÀiÁzsÀå«ÄPÀ/¥ÁæxÀ«ÄPÀzÀ ºÉZÀÄѪÀj (7£Éà vÀgÀUÀw) 4 Secondary (10th Standard) / ¸ÉPÀAqÀj (10£Éà vÀgÀUÀw) 5 High secondary / PUC (+2) ºÉÊ ¸ÉPÀAqÀj/¦AiÀÄĹ(+2) 6 Graduate/ ¥ÀzÀ«ÃzsÀgÀ 7 Post-graduate & Above ¸ÁßvÀPÉÆÃvÀÛgÀ ªÀÄvÀÄÛ ªÉÄîàlÄÖ 8 Diploma/ Certificate courses like ITI r¥ÉÇèªÀiÁ/LnL£ÀAvÀºÀ ¥ÀæªÀiÁt¥ÀvÀæzÀ PÉÆøïð 9 Number of family members PÀÄlÄA§ ¸ÀzÀ¸ÀågÀ ¸ÀASÉå Male UÀAqÀÄ Female ºÉtÄÚ Total MlÄÖ Adults (18 yrs and above) ªÀAiÀĸÀÌgÀÄ (18ªÀµÀðUÀ¼ÀÄ ªÀÄvÀÄÛ ºÉZÀÄÑ) Children (17 years and below) ªÀÄPÀ̼ÀÄ (17 ªÀµÀðUÀ¼ÀÄ ªÀÄvÀÄÛ PÀrªÉÄ) Total/ MlÄÖ 9 Annual income of the household? (From all sources) PÀÄlÄA§zÀ ªÁ¶ðPÀ DzÁAiÀÄ? (J¯Áè DzÁAiÀÄzÀ ªÀÄÆ®UÀ½AzÀ) Rs.17000 and below/ gÀÆ.17000 ªÀÄvÀÄÛ CzÀQÌAvÀ PÀrªÉÄ 1 Rs.17001 to 20000/ gÀÆ.17001-20000 2 Rs.20001 20001 to 50000 / gÀÆ20001 jAzÀ 50000 3 Rs.50001 to 1 lakh/ gÀÆ.50000 jAzÀ 1 ®PÀë 4 Rs. 1,00,001 to 5 lakhs MAzÀÄ ®PÀë¢AzÀ LzÀÄ ®PÀë 5 More than Rs. 5 lakh //5 ®PÀëQÌAvÀ ºÉZÀÄÑ 6 C-Usage pattern/§¼ÀPÉAiÀÄ «zsÁ£À 1 Apart from Kaveri water, what are the other sources of water supply by BWSSB? (Multiple Response) PÁªÉÃj ¤Ãj£ÀÄß ©lÄÖ, d®ªÀÄAqÀ½AiÀÄÄ ¸ÀgÀ§gÁdÄ ªÀiÁqÀĪÀ ¤Ãj£À C£Àå ªÀÄÆ®UÀ¼ÀÄ AiÀiÁªÀŪÀÅ? (MAzÀQÌAvÀ ºÉZÀÄÑ GvÀÛgÀ) PAC Public Tap ¸ÁªÀðd¤PÀ PÉƼÁ¬Ä 1 Public Hand Pump/bore well ¸ÁªÀðd¤PÀ ºÁåAqï ¥ÀA¥ï/¨ÉÆÃgïªÉ¯ï 2 Bore ore well water connection at home ªÀÄ£ÉAiÀÄ°è ¨ÉÆÃgïªÉ¯ï ºÉÆA¢gÀĪÀÅzÀÄ 3 Public Mini Water Supply Scheme ¸ÁªÀðd¤PÀ QgÀÄ ¤ÃgÀÄ ¸ÀgÀ§gÁdÄ AiÉÆÃd£É Tanker supply (free of cost) mÁåAPÀgï ¸ÀgÀ§gÁdÄ (GavÀªÁV) Tanker supply (with cost) mÁåAPÀgï ¸ÀgÀ§gÁdÄ (ºÀt ¤ÃqÀĪÀ ªÀÄÆ®PÀ) Others EvÀgÉ............................................... ....................... BWSSB 4 5 6 Page 3 AN ASSESSMENT OF BWSSB SERVICES – HOUSEHOLD USER QUESTIONNAIRE d® ® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½AiÀÄ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - §¼ÀPÉzÁgÀgÀ ¥Àæ±ÁߪÀ½ Which of the sources do you use? (Multiple Response) ¤ÃªÀÅ EªÀÅUÀ¼À°è AiÀiÁªÀ ªÀÄÆ®UÀ¼À£ÀÄß G¥ÀAiÉÆÃV¸ÀÄwÛÃj? (MAzÀQÌAvÀ ºÉZÀÄÑ GvÀÛgÀ) 2 Tap at home ªÀÄ£ÉAiÀÄ°è PÉƼÁ¬Ä 1 Public Tap ¸ÁªÀðd¤PÀ PÉƼÁ¬Ä Public Hand Pump/bore well ¸ÁªÀðd¤PÀ ºÁåAqï ¥ÀA¥ï/¨ÉÆÃgïªÉ¯ï 2 3 bore well water connection at home ªÀÄ£ÉAiÀÄ°è ¨ÉÆÃgïªÉ¯ï ºÉÆA¢gÀĪÀÅzÀÄ 4 Public Mini Water Supply Scheme ¸ÁªÀðd¤PÀ QgÀÄ ¤ÃgÀÄ ¸ÀgÀ§gÁdÄ AiÉÆÃd£É 5 Tanker supply (free of cost) mÁåAPÀgï ¸ÀgÀ§gÁdÄ (GavÀªÁV) Tanker supply (with cost) mÁåAPÀgï ¸ÀgÀ§gÁdÄ (ºÀt ¤ÃqÀĪÀ ªÀÄÆ®PÀ) 6 7 Others EvÀgÉ........................................................ Which is your main source of water supply? (single response) ¤ªÀÄä ¤Ãj£À ¥ÀæªÀÄÄR ªÀÄÆ® AiÀiÁªÀÅzÀÄ? (MAzÉà GvÀÛgÀ) 3 Tap at home( Kaveri)/ ªÀÄ£ÉAiÀÄ°è PÉƼÁ¬Ä Public Tap/ ¸ÁªÀðd¤PÀ PÉƼÁ¬Ä 1 2 Public Hand Pump/bore well ¸ÁªÀðd¤PÀ ºÁåAqï ¥ÀA¥ï/¨ÉÆÃgïªÉ¯ï 3 Public Mini Water Supply Scheme ¸ÁªÀðd¤PÀ QgÀÄ ¤ÃgÀÄ ¸ÀgÀ§gÁdÄ AiÉÆÃd£É 4 bore well water connection at home ªÀÄ£ÉAiÀÄ°è ¨ÉÆÃgïªÉ¯ï ºÉÆA¢gÀĪÀÅzÀÄ 5 Tanker supply (free of cost) mÁåAPÀgï ¸ÀgÀ§gÁdÄ (GavÀªÁV) 6 Tanker supply (with cost) mÁåAPÀgï ¸ÀgÀ§gÁdÄ (ºÀt ¤ÃqÀĪÀ ªÀÄÆ®PÀ) Others EvÀgÉ.................................... 7 D-Service quality/¤Ãj£À UÀÄtªÀÄlÖ 1 2 3 How frequently do you get Kaveri water supply? É 1 KµÀÄÖ ¢£ÀUÀ½UÉƪÉÄä PÁªÉÃj ¤ÃgÀÄ ¸ÀgÀ§gÁdÄ DUÀÄvÀÛzÉ? Once a day day/¢£ÀPÉÌ MAzÀÄ ¨Áj On the day of supply, for how many hours do you get water? ¤ÃgÀÄ ¸ÀgÀ§gÁf£À ¢£À, JµÀÄÖ UÀAmÉUÀ¼À PÁ® ¤ÃgÀÄ §gÀÄvÀÛzÉ? On the day of supply, at what time do you get water? Multiple Responses ¤ÃgÀÄ ¸ÀgÀ§gÁeÁUÀĪÀ ¢ªÀ¸À, AiÀiÁªÀ ¸ÀªÀÄAiÀi zÀ°è ¤ÃgÀÄ §gÀÄvÀÛzÉ? (MAzÀQÌAvÀ ºÉZÀÄÑ GvÀÛgÀ) PAC BWSSB 1 Once in 2 days days/ 2 ¢£ÀUÀ½UÉƪÉÄä 2 Once in 3 days /3 ¢£ÀUÀ½UÉƪÉÄä 3 Once in 4-5 days/ 4 4-5 ¢£ÀUÀ½UÉƪÉÄä Irregular /C¤²ÑvÀvÉ 4 5 Less than a hour MAzÀÄ UÀAmÉVAvÀ PÀrªÉÄ 1 One to two hours MAzÀ jAzÀ JgÀqÀÄ UÀAmÉUÀ¼ÀÄ 2 Two to three hours JgÀqÀjAzÀ ªÀÄÆgÀÄ UÀAmÉUÀ¼ÀÄ 3 Three to five hours ªÀÄÆgÀjAzÀ LzÀÄ UÀAmÉUÀ¼ÀÄ 4 More than five hours LzÀÄ UÀAmÉUÀ½VAvÀ®Æ ºÉZÀÄÑ 5 4.00am-700am 7.00 am am- 12.00noon 12.00 noon noon-4.00pm 4.00-7.00pm 7.00pm 7.00pm-10.00pm 10pm-12pm 12.00-4.00am 1 2 3 4 5 6 7 Page 4 AN ASSESSMENT OF BWSSB SERVICES – HOUSEHOLD USER QUESTIONNAIRE d® ® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½AiÀÄ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - §¼ÀPÉzÁgÀgÀ ¥Àæ±ÁߪÀ½ 4 Is the timings of water supply convenient? ¤ÃgÀÄ ¸ÀgÀ§gÁf£À ¸ÀªÀÄAiÀÄ C£ÀÄPÀÆ®PÀgÀªÁVzÉAiÉÄÃ? 5 What is the most convenient timing for you to get water supply? (multiple response) ¤ÃgÀÄ ¸ÀgÀ§gÁdÄ ¥ÀqÉAiÀÄ®Ä ¤ªÀÄUÉ CvÀåAvÀ C£ÀÄPÀÆ®PÀgÀ ¸ÀªÀÄAiÀÄ AiÀiÁªÀÅzÀÄ? (MAzÀQÌAvÀ ºÉZÀÄÑ GvÀÛgÀ) 6 7 Yes/ ºËzÀÄ No/ E®è How often would you like to get water? ¤ÃgÀÄ ¸ÀgÀ§gÁdÄ AiÀiÁªÁUÀ ¨ÉÃPÉAzÀÄ §AiÀĸÀÄ«j? Q.6 2 4.00am-700am 1 7.00 am am- 12.00noon 2 12.00 noon noon-4.00pm 3 4.00-7.00pm 4 7.00pm 7.00pm-10.00pm 5 10pm-12pm 6 12.00-4.00am 7 1 All Day (24 - hours)/ ¢£À«r (24 UÀAmÉUÀ¼ÀÄ) More than once in a day day/ ¢£ÀzÀ°è MAzÀÄ ¨ÁjVAvÀ ºÉZÀÄÑ 2 Once a day / ¢£ÀPÉÆÌAzÀÄ ¨Áj 3 At least once in 2 days PÀ¤µÀ× 2 ¢£ÀUÀ½UÉƪÉÄä 4 1 High ºÉZÀÄÑ On the day of supply, what is the pressure of water supply? ¤ÃgÀÄ ¸ÀgÀ§gÁf£À ¢£À, ¤Ãj£À gÀ¨sÀ¸À ºÉÃVgÀÄvÀÛzÉ? 1 Medium ªÀÄzsÀåªÀÄ 2 Low PÀrªÉÄ 3 E Coping strategies/¤¨sÁ¬Ä¸ÀĪÀ «zsÀUÀ¼ÀÄ E1 2 Is the quantity of water adequate for your daily needs? ¤Ãj£À ¥ÀæªÀiÁtªÀÅ ¤ªÀÄä ¤vÀåzÀ CªÀ±ÀåPÀvÉUÉ ¸ÁPÁUÀÄvÀÛzÉAiÉÄÃ? How do you manage for your daily water requirement ? ¤ªÀÄä ¤vÀåzÀ ¤Ãj£À CªÀ±ÀåPÀvÉAiÀÄ£ÀÄß ºÉÃUÉ ¤¨sÁ¬Ä¸ÀÄwÛÃj? Yes ºËzÀÄ 1 Q.3 2 No E®è Purchase from outside ºÉÆgÀV¤AzÀ Rjâ¸ÀĪÀÅzÀÄ 1 Purchase / borrow from neighbours £ÉgɺÉÆgÉAiÀĪÀjAzÀ Rjâ¸ÀĪÀÅzÀÄ/JgÀªÀ®Ä ¥ÀqÉAiÀÄĪÀÅzÀÄ 2 Use Public tap/bore well 3 Others EvÀgÉ…………………………………………………………………………………………………………………………………… …………………………………………………………………………………………………………………………………… 3 4 5 How often do you get BWSSB supplied borewell water ? JµÀÄÖ ¸ÀªÀÄAiÀÄPÉÆ̪ÉÄä ¤ÃªÀÅ d®ªÀÄAqÀ½AiÀÄ ¨ÉÆÃgïªÉ¯ï ¤ÃgÀ£ÀÄß ¥ÀqÉAiÀÄÄwÛÃj? Do you pay for this water? F ¤ÃjUÉ ¤ÃªÀÅ ºÀt ¤ÃqÀÄwÛÃgÁ? Is this amount included in the BWSSB PAC BWSSB Daily/¥Àæw¢£À 1 Alternate days/ days/¢£À ©lÄÖ ¢£À 2 Once a week/ ªÁgÀPÉÌ MAzÀÄ ¨Áj Do not receive / ¥ÀqÉAiÀÄĪÀÅ¢®è Yes ºËzÀÄ 3 4 1 No E®è Yes 2 1 Page 5 Q.6 AN ASSESSMENT OF BWSSB SERVICES – HOUSEHOLD USER QUESTIONNAIRE d® ® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½AiÀÄ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - §¼ÀPÉzÁgÀgÀ ¥Àæ±ÁߪÀ½ ºËzÀÄ monthly water bill? F ºÀtªÀÅ d®ªÀÄAqÀ½AiÀÄ ¤Ãj£À ©°è£À°è ¸ÉÃj PÉÆArzÉAiÉÄ? 6 7 Do you experience any breakdown in the water supply? ¤Ãj£À ¸ÀgÀ§gÁdÄ ¤AvÀÄ ºÉÆÃVgÀĪÀ C£ÀĨsÀªÀ«zÉAiÉÄÃ? Why did the most recent breakdown happen ? AiÀiÁªÀ PÁgÀt¢AzÀ ¤Ãj£À ¸ÀÜVvÀ GAmÁ¬ÄvÀÄ? No E®è Yes/ ºËzÀÄ 2 No/ E®è 2 Leakage from water pipe /ªÁlgï ªÁlgï ¥ÉÊ¥ï ¸ÉÆgÀÄ«PÉ 1 1 2 Bursting of water pipe/ ªÁlgï ¥ÉÊ¥ï MqÉ¢gÀĪÀÅzÀÄ Deviation of water from the main line/ line/ªÀÄÄRå ¥ÉÊ¥ï¤AzÀ ¤ÃgÀ£ÀÄß ¨ÉÃgÉPÀqÉ wgÀÄV¹gÀĪÀÅzÀÄ 3 Others/EvÀgÉ ……………………………. 8 How much time did it take for the water supply to be restored? EzÀ£ÀÄß ¸ÀjªÀiÁqÀ®Ä KµÀÄÖ ¸ÀªÀÄAiÀÄ vÉUÉzÀÄPÉÆArvÀÄ? No. of days/¢£ÀUÀ¼À /¢£ÀUÀ¼À ¸ÀASÉå…………………… 9 What is the colour of the water that you receive? ¤ÃªÀÅ ¥ÀqÉAiÀÄĪÀ ¤Ãj£À §tÚ AiÀiÁªÀÅzÀÄ? Colour §tÚ 10 Is there any odour in the water that you receive? ¤ÃªÀÅ ¥ÀqÉAiÀÄĪÀ ¤ÃgÀÄ ªÁ¸À£É EgÀÄvÀÛzÉAiÉÄÃ? Odour ªÁ¸À£É 11 12 How is the taste of the water that you receive/ ¤ÃªÀÅ ¥ÀqÉAiÀÄĪÀ ¤Ãj£À gÀÄa ºÉÃVzÉ Yes ºËzÀÄ 1 No E®è 2 Sweet ¹» 1 Salty G¥ÀÅöà 2 Tasteless gÀÄa E®è 3 Water Purifier / ªÁlgï ¥ÀÇåj¥sÉÊAiÀÄgï Water filter / ªÁlgï ¦ü®Ögï 1 2 Taste gÀÄa Do you have the following in your house? (Multiple response) Open Well/¨Á« 3 Bore well / ¨ÉÆÃgïªÉ¯ï Sump tank / ¸ÀA¥ï mÁåAPï 4 5 Overhead tank/ NªÀgïºÉqï mÁåAPï Pump/ motor for over head tank ¥ÀA¥ï/NªÀgïºÉqï mÁåAPïUÁVªÉÆÃmÁgï 6 7 Water controller 8 1 2 3 EªÀÅUÀ¼ÀÄ ¤ªÀÄä ªÀÄ£ÉAiÀÄ°è EªÉAiÉÄÃ? (MAzÀQÌAvÀ ºÉZÀÄÑ GvÀÛgÀ) 13 Are you satisfied with the quantity of water supplied by BWSSB? d®ªÀÄAqÀ½AiÀÄ ¤Ãj£À ¸ÀgÀ§gÁf£À ¥ÀæªÀiÁtzÀ §UÉÎ ¤ªÀÄUÉ vÀÈ¦Û EzÉAiÉÄÃ? Completely satisfied/ ¸ÀA¥ÀÆtð vÀÈ¦Û Partially satisfied/ ¨sÁUÀ±À: vÀÈ¦Û Dissatisfied/ CvÀÈ¦Û 14 Reasons for dissatisfaction CvÀȦÛUÉ PÁgÀtªÉãÀÄ? 1………………………………………………………… 2………………………………………………………… 3………………………………………………………… PAC 1 2 Clear w½ Muddy / ªÀÄtÄÚ «Ä²ævÀ BWSSB Page 6 Q.9 AN ASSESSMENT OF BWSSB SERVICES – HOUSEHOLD USER QUESTIONNAIRE d® ® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½AiÀÄ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - §¼ÀPÉzÁgÀgÀ ¥Àæ±ÁߪÀ½ 15 Suggestions for improvement ¸ÀÄzsÁgÀuÉUÉ ¸À®ºÉUÀ¼ÉãÀÄ? 16 Are you satisfied with the quality of water supplied by BWSSB? d®ªÀÄAqÀ½AiÀÄ ¤Ãj£À ¸ÀgÀ§gÁf£À UÀÄtªÀÄlÖzÀ §UÉÎ ¤ªÀÄUÉ vÀÈ¦Û EzÉAiÉÄÃ? 17 Reasons for dissatisfaction CvÀȦÛUÉ PÁgÀtªÉãÀÄ? 1………………………………………………………… 2………………………………………………………… 3………………………………………………………… Completely satisfied/ ¸ÀA¥ÀÆtð vÀÈ¦Û Partially satisfied/ ¨sÁUÀ±À: vÀÈ¦Û Dissatisfied/ CvÀÈ¦Û 1 2 3 1………………………………………………………… 2………………………………………………………… 18 Suggestions for improvement ¸ÀÄzsÁgÀuÉUÉ ¸À®ºÉUÀ¼ÉãÀÄ? 3………………………………………………………… 1…………………………………………………… 2…………………………………………………….. 3………………………………………………………………… F- Details regarding visit/ ¨sÉÃnAiÀÄ §UÉÎ «ªÀgÀUÀ¼ÀÄ 1 2 Have you visited a BWSSB office in the last one year? PÀ¼ÉzÀ MAzÀÄ ªÀµÀðzÀ°è d® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½AiÀÄ£ÀÄß ¨sÉÃn ªÀiÁr¢ÝÃgÁ? What were the reasons for your visit to the BWSSB? (Multiple response) ¤ªÀÄä EwÛÃZÉV£À d® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½AiÀÄ ¨sÉÃnAiÀÄ PÁgÀt K£ÁVvÀÄÛ? (MAzÀQÌAvÀ ºÉZÀÄÑ GvÀÛgÀ) Yes/ ºËzÀÄ 1 No/ E®è 2 To get new water connection ºÉƸÀ ¸ÀA¥ÀPÀð ¥ÀqÉAiÀÄ®Ä To get new sewerage age connection ºÉƸÀ M¼ÀZÀgÀAr ¸ÀA¥ÀPÀð ¥ÀqÉAiÀÄ®Ä To expand/extend existing service FVgÀĪÀ ¸ÉêÉAiÀÄ£ÀÄß «¸ÀÛj¸À®Ä For installing Rainwater Harvesting System ªÀÄ¼É ¤ÃgÀÄ PÀÆAiÀÄÆè C¼ÀªÀr¸À®Ä For grievance redressal PÀÄAzÀÄPÉÆgÀvÉAiÀÄ ¸À®ÄªÁV Others/EvÀgÉ …………………………………………………………………. (Please specify/ zÀAiÀÄ«lÄÖ £ÀªÀÄÆ¢¹) 3 Where did you get information to approach BWSSB? (Multiple response) d® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½AiÀÄ£ÀÄß ¸ÀA¥ÀQð¸ÀĪÀ ªÀiÁ»wAiÀÄ£ÀÄß J°èAzÀ ¥ÀqÉ¢j? (MAzÀQÌAvÀ ºÉZÀÄÑ GvÀÛgÀ) PAC 1 2 3 4 5 I knew it / £À£ÀUÉ UÉÆwvÀÄÛ 1 From neighbo neighbours/ £ÉgɺÉÆgÉAiÀĪÀjAzÀ From friends and relatives/ ¸ÉßûvÀgÀÄ ªÀÄvÀÄÛ ¸ÀA§A¢PÀgÀÄ From construction company/contractor ¤ªÀiÁðt PÀA¥É¤/PÀAmÁæPÀÖgïjAzÀ Through BWSSB website d® ªÀÄAqÀ½AiÀÄ ªÉ¨ï¸ÉÊmï ªÀÄÆ®PÀ 2 BWSSB advertisements in news papers ªÁvÁð¥ÀwæPÉAiÀÄ°è£À d® ªÀÄAqÀ½AiÀÄ eÁ»ÃgÁvÀÄ 6 BWSSB 3 4 5 Page 7 Go to Q.no.4 AN ASSESSMENT OF BWSSB SERVICES – HOUSEHOLD USER QUESTIONNAIRE d® ® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½AiÀÄ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - §¼ÀPÉzÁgÀgÀ ¥Àæ±ÁߪÀ½ Through BWSSB helpline d® ªÀÄAqÀ½AiÀÄ ¸ÀºÁAiÀĪÁt ªÀÄÆ®PÀ Through agent/middle man KeÉAmï/ªÀÄzsåÀ ªÀwð ªÀÄÆ®PÀ From licensed plumber ¥ÀgÀªÁ£ÀV ¥ÀqÉzÀ PÉƼÁ¬Ä PÉ®¸ÀUÁgÀgÀÄ 7 8 9 Others EvÀgÉ…………………………………………………………… 4 How did you apply for a new connection? ºÉƸÀ ¸ÀA¥ÀPÀðªÀ£ÀÄß ºÉÃUÉ ¥ÀqÉ¢j? Self/¸ÀévÀB Through licensed plumber ¥ÀgÀªÁ£ÀV ¥ÀqÉzÀ PÉƼÁ¬Ä PÉ®¸ÀUÁgÀgÀÄ Name …………………………… Contact No……………………….. 5 What was the reason for approaching the licensed plumber (Multiple response) ¥ÀgÀªÁ£ÀV ¥ÀqÉzÀ ¥ÀèA§gï ¸ÀA¥ÀQð¹zÀ PÁgÀtªÉãÁVvÀÄÛ? (MAzÀQÌAvÀ ºÉZÀÄÑ GvÀÛgÀ) Was instructed by BWSSB/ d® ªÀÄAqÀ½ ¸ÀÆa¹vÀÄÛ Lack of information / ªÀiÁ»wAiÀÄ PÉÆgÀvÉ Lack of time/ ¸ÀªÀÄAiÀÄzÀ C¨sÁªÀ Fast processing/ ²ÃWÀæ ¥ÀæQæAiÉÄ Aware that without plumber work can’t be done/ ¥ÀèA§gï E®èzÉ PÉ®¸À DUÀĪÀÅ¢®è JAzÀÄ w½¢vÀÄÛ Others/ EvÀgÉ……………………………………………………………………. 6 In what way did the licensed plumber help you in your work?(Multiple response) ¤ªÀÄä PÉ®¸ÀzÀ°è ¥ÀgÀªÁ£ÀV ¥ÀqÉzÀ ¥ÀèA§gï ºÉÃUÉ ¸ÀºÁAiÀÄ ªÀiÁrzÀgÀÄ? (MAzÀQÌAvÀ ºÉZÀÄÑ GvÀÛgÀ) PAC 1 2 1 2 3 4 5 Provided all necessary information/ CªÀ±ÀåPÀvÉ EzÀÝ J¯Áè ªÀiÁ»w ¤ÃrzÀgÀÄ Obtained and filled necessary application form/ CªÀ±ÀåPÀ«gÀĪÀ CfðUÀ¼À£ÀÄß ¥ÀqÉAiÀÄĪÀ°è ªÀÄvÀÄÛ CzÀ£ÀÄß ¨sÀwð ªÀiÁqÀĪÀ°è Obtained necessary documents from other departments/ EvÀgÉ E¯ÁSɬÄAzÀ ¨ÉÃPÁVgÀĪÀ zÁR¯ÉUÀ¼À£ÀÄß ¥ÀqÉAiÀÄĪÀ°è Submission of application form/ Cfð ¸À°è¸ÀĪÀ°è 1 Follow up/ ¹ÜwAiÀÄ ¥Àj²Ã® ¥Àj²Ã®£É 5 Installation/ C£ÀĵÁ×£À 6 BWSSB 2 3 4 Page 8 Go to Next section AN ASSESSMENT OF BWSSB SERVICES – HOUSEHOLD USER QUESTIONNAIRE d® ® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½AiÀÄ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - §¼ÀPÉzÁgÀgÀ ¥Àæ±ÁߪÀ½ G-Process Related/ ¥ÀæQæAiÉÄ ¸ÀA§A¢üvÀ 1 Where did you get the information on the process of getting the connection from? (Multiple response) ºÉƸÀ ¸ÀA¥ÀPÀð ¥ÀqÉAiÀÄĪÀ ¥ÀæQæAiÉÄAiÀÄ ªÀiÁ»wAiÀÄ£ÀÄß ¤ÃªÀÅ J°èAzÀ ¥ÀqÉ¢j? (MAzÀQÌAvÀ ºÉZÀÄÑ GvÀÛgÀ) I knew it/ £À£ÀUÉ UÉÆwÛvÀÄÛ 1 From the Staff members/ ¹§âA¢UÀ½AzÀ 2 From Charter/ ºÀPÀÄÌUÀ¼À ¥ÀnÖ¬ÄAzÀ 3 From website/ ªÉ¨ï¸ÉÊmï¤AzÀ 4 Neighbours/friends/relatives £ÉgɺÉÆgÉAiÀĪÀgÀÄ/¸ÉßûvÀgÀÄ/§AzsÀÄUÀ¼ÀÄ 5 Others EvÀgÉ……………………………………………………………….. ……………………………………………………………….. 2 Where did you get the application form from? ¤ÃªÀÅ CfðAiÀÄ£ÀÄß J°èAzÀ ¥ÀqÉ¢j? Service station / ¸ÉêÁ PÉÃAzÀæ Cash Counters/£ÀUÀzÀÄ /£ÀUÀzÀÄ PËAlgïUÀ¼ÀÄ 1 2 Sub-division office/G¥À-«¨s «¨sÁVÃAiÀÄ PÀZÉÃj Division office /«¨sÁVÃAiÀÄ PÀZÉÃj 3 4 BWSSB website /d® d® ªÀÄAqÀ½AiÀÄ ªÉ¨ï¸ÉÊmï 5 Others EvÀgÉ……………………………………………………………. 3 4 Were you able to produce all necessary documents easily? ¤ÃªÀÅ ¤ÃqÀ¨ÉÃPÁVgÀĪÀ J¯Áè zÁR¯ÉUÀ¼À£ÀÄß ¸ÀÄ®¨sÀªÁV ¸À°è¸À®Ä D¬ÄvÉ? Who helped you to get all the supporting documents? ¥ÀÆgÀPÀ zÁR¯ÉUÀ¼À£ÀÄß ¥ÀqÉAiÀÄ®Ä AiÀiÁgÀÄ ¸ÀºÁAiÀÄ ªÀiÁrzÀgÀÄ? Yes/ ºËzÀÄ 1 No / E®è 2 Self/¸ÀévÀ: Licensed plumber/¥ÀgÀªÁ£ÀV ¥ÀgÀªÁ£ÀV ¥ÀqÉzÀ ¥ÀèA§gï 1 2 3 Middleman/contractor Middleman/contractor/ PÀAmÁæPÀÖgï/ ªÀÄzsÀåªÀwð 5 Which document was difficult in obtaining? (Multiple response) AiÀiÁªÀ zÁR¯ÉAiÀÄ£ÀÄß ¥ÀqÉAiÀÄĪÀÅzÀÄ PÀµÀÖªÁ¬ÄvÀÄ? (MAzÀQÌAvÀ ºÉZÀÄÑ GvÀÛgÀ) PAC Any other……………………. EvÀgÉ BBMP/Municipality/BDA Sanctioned plan ©©JA¦ ªÀÄĤ¹¥Á°n/©rJAiÀÄ ªÀÄÆAdÆgÁzÀ £ÀPÉë BBMP/Municipality/BDA latest tax paid receipt ©©JA¦/ªÀÄĤ¹¥Á°n/©rJAiÀÄ EwÛÃa£À PÀAzÁAiÀÄ ¥ÁªÀw ªÀiÁrzÀ gÀ²Ã¢ Occupancy Certificate issued by BBMP/Municipality/BDA ©©JA¦/ªÀÄĤ¹¥Á°n/©rJ ¤ÃrgÀĪÀ ªÁ¸À ¥ÀæªÀiÁt ¥ÀvÀæ BWSSB 1 2 3 Page 9 Q.6 AN ASSESSMENT OF BWSSB SERVICES – HOUSEHOLD USER QUESTIONNAIRE d® ® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½AiÀÄ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - §¼ÀPÉzÁgÀgÀ ¥Àæ±ÁߪÀ½ Road Cutting Endorsement with challan issued by BBMP/Municipality/BDA gÀ¸ÉÛ CUÉAiÀÄĪÀÅzÀPÉÌ ©©JA¦/ªÀÄĤ¹¥Á°n/©rJ¬ÄAzÀ ¥ÀqÉzÀ zsÀÈrÃPÀgÀt, ZÉ®£ï£ÉÆA¢UÉ All Above/ ªÉÄðgÀĪÀ J¯Áè 6 How much money did you spendd for the documents and did you get the receipt for the amount paid? F zÁR¯ÉUÀ½UÉ JµÀÄÖ ºÀt ¥ÁªÀw¹¢j ªÀÄvÀÄÛ F ºÀtPÉÌ gÀ²Ã¢ zÉÆgÀQvÉ? 1. BBMP/Municipality/BDA Sanctioned plan ©©JA¦/ªÀÄĤ¹¥Á°n/©rJAiÀÄ ªÀÄÆAdÆgÁzÀ £ÀPÉë BBMP/Municipality/BDA latest tax paid receipt ©©JA¦/ªÀÄĤ¹¥Á°n/©rJAiÀÄ EwÛÃa£À PÀAzÁAiÀÄ ¥ÁªÀw ªÀiÁrzÀ gÀ²Ã¢ 5 Yes ,for full amount paid ºËzÀÄ, ¥ÁªÀw¹zÀ ¸ÀA¥ÀÇtð ªÉÆvÀÛPÉÌ -1 Yes, for part of the amount paid ºËzÀÄ, ¥ÁªÀw¹zÀ ¨sÁUÀ±ÀB ªÉÆvÀÛPÉÌ-2 Did not get the receipt/ receipt/-3 gÀ²Ã¢ ¥ÀqÉ¢®è 1 2 3 1 2 3 1 2 3 1 2 3 1 2 3 Rs………. 2. Occupancy Certificate issued by BBMP/Municipality/BDA ©©JA¦/ªÀÄĤ¹¥Á°n/©rJ ¤ÃrgÀĪÀ ªÁ¸ÀzÀ ¥ÀæªÀiÁt ¥ÀvÀæ 4. Road Cutting Endorsement with challan issued by BBMP/Municipality/BDA gÀ¸ÉÛ CUÉAiÀÄĪÀÅzÀPÉÌ ©©JA¦/ªÀÄĤ¹¥Á°n/©rJ¬ÄAzÀ ¥ÀqÉzÀ zsÀÈrÃPÀgÀt, ZÉ®£ï£ÉÆA¢UÉ 4 Rs……… 3. Rs……… Rs……… Rs……… 5. Did not pay for any of the documents AiÀiÁªÀÅzÉà zÁR¯ÉUÀ½UÀÆ ºÀt ¤Ãr®è 6. Any other/EvÀgÉ: _________________ 7 7. Total amount spent RZÀÄð ªÀiÁrzÀ MlÄÖ ºÀt To get new water connection, what type of road was required to be cut? ¤Ãj£À ºÉƸÀ ¸ÀA¥ÀPÀð ¥ÀqÉAiÀÄ®Ä ¤ÃªÀÅ AiÀiÁªÀ jÃwAiÀÄ gÀ¸ÉÛAiÀÄ£ÀÄß CUÉAiÀĨÉÃPÁ¬ÄvÀÄ? Tar Road/ mÁgï gÀ¸ÉÛ 1 2 Cement Road / ¹ªÉÄAlÄ gÀ¸ÉÛ Metal Road/ ªÀÄtÂÚ£À gÀ¸ÉÛ 3 Drain/ ZÀgÀAr 4 Others EvÀgÉ…………………………………………………………………………... PAC BWSSB Page 10 AN ASSESSMENT OF BWSSB SERVICES – HOUSEHOLD USER QUESTIONNAIRE d® ® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½AiÀÄ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - §¼ÀPÉzÁgÀgÀ ¥Àæ±ÁߪÀ½ 8 Totally, how many meters did you cut? MmÁÖgÉAiÀiÁV, JµÀÄÖ «ÄÃlgïUÀ¼À£ÀÄß CUÉ¢j? Tar Road - Meters/ mÁgï gÀ¸ÉÛ-«ÄÃlgïUÀ¼ÀÄ_________ Cement Road- Meters/ ¹ªÉÄAlÄ gÀ¸ÉÛ- «ÄÃlgïUÀ¼ÀÄ______ 1 2 3 Metal Road ªÀÄtÂÚ£À gÀ¸ÉÛ- «ÄÃlgïUÀ¼ÀÄ______ 4 Drain - Meters/ ZÀgÀAr- «ÄÃlgïUÀ¼ÀÄ______ Others Meters/ EvÀgÉ- «ÄÃlgïUÀ¼ÀÄ ______ 9 10 11 How long did it take to get the approval for new water connection after submission of your application? ¤ÃªÀÅ Cfð ¸À°è¹zÀ ªÉÄÃ¯É ¤Ãj£À ¸ÀA¥ÀPÀðªÀ£ÀÄß ªÀÄAdÆgÀÄJµÀÄÖ ¸ÀªÀÄAiÀÄ ¨ÉÃPÁ¬ÄvÀÄ? Less than a week MAzÀÄ ªÁgÀQÌAvÀ PÀrªÉÄ One to two weeks MAzÀjAzÀ JgÀqÀÄ ªÁgÀ Two to four weeks JgÀqÀ jAzÀ £Á®ÄÌ ªÁgÀ 2 3 One to two months/ MAzÀÄ jAzÀ JgÀqÀÄ wAUÀ¼ÀÄ 4 More than two months JgÀqÀÄ wAUÀ½VAvÀ ºÉZÀÄÑ 5 One /MAzÀÄ 1 How many visits did you make to get the sanction? ªÀÄAdÆgÀÄ ªÀiÁr¹PÉƼÀî®Ä ¤ÃªÀÅ JµÀÄÖ ¨Áj ¨sÉÃn ¤Ãr¢j? What was the amount spent by you for taking the connection on your own? ¸ÀévÀ: ¤ÃgÀ£À ¸ÀA¥ÀPÀð ¥ÀæQæAiÉÄAiÀÄ°è ¨sÁVAiÀiÁVzÀÝgÉ, ¤Ãj£À ¸ÀA¥ÀPÀðPÉÌ JµÀÄÖ ºÀtªÀ£ÀÄß ªÉZÀÑ ªÀiÁr¢gÀ? 1 Two/ JgÀqÀÄ 2 Three/ ªÀÄÆgÀÄ 3 More than three /ªÀ ªÀÄÆgÀQÌAvÀ ºÉZÀÄÑ 4 Amount paid to BWSSB d®ªÀÄAqÀ½UÉ ªÀiÁrzÀ ¥ÁªÀw 1 Rs………… Amount paid to plumber ¥ÀèA§gïUÉ ªÀiÁrzÀ ¥ÁªÀw 2 Rs………… Total amount/MlÄÖ ºÀt 12 13 Total amount paid to the plumber (If the connection was taken through plumber) ¥ÀèA§gïUÉ ¤ÃrzÀ MlÄÖ ºÀt(¸ÀA¥ÀPÀðªÀ£ÀÄß ¥ÀèA§gï ªÀÄÆ®PÀ vÉUÉzÀÄPÉÆArzÀÝ°è) Have you retained the bill for the payment made? ¤ÃªÀÅ ªÀiÁrzÀ ¥ÁªÀwUÉ ¤ªÀÄä §½ gÀ²Ã¢ EzÉAiÉÄÃ? PAC 3 Rs………… Rs………………. BWSSB Yes ºËzÀÄ 1 No E®è 2 Page 11 Q.15 AN ASSESSMENT OF BWSSB SERVICES – HOUSEHOLD USER QUESTIONNAIRE d® ® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½AiÀÄ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - §¼ÀPÉzÁgÀgÀ ¥Àæ±ÁߪÀ½ 14 15 16 Please check the bill and fill the amount accordingly . zÀAiÀÄ«lÄÖ ©¯ï ¥ÀjÃQë¹, ©¯ï ºÀtªÀ£ÀÄß §gɬÄj. DD in favour of Chairman, BWSSB Meter Charges Inspection Fee Three months minimum Fee Connection Fee Rs................... 1 Rs................... Rs................... Rs................... Rs................... 2 3 4 5 Sewerage line Fee If not Prorata Charges applicable Total payable Fee- Rs................... Rs................... 6 7 Rs................... Easy ¸ÀÄ®¨sÀ 8 1 Difficult PÀµÀÖ 2 How did you find the process of applying and getting a new connection/ extension of existing connection? ºÉƸÀ ¸ÀA¥ÀPÀðPÉÌ/¸ÀA¥ÀPÀðzÀ «¸ÀÛgÀuÉUÉ Cfð ¸À°è¸ÀĪÀ ªÀÄvÀÄÛ ¥ÀqÉAiÀÄĪÀ ¥ÀæQæAiÉÄ ¤ªÀÄUÉ ºÉÃUÀ¤¹vÀÄ? What are your reasons for saying so? ºÁUÉ ºÉüÀ®Ä PÁgÀtUÀ¼ÉãÀÄ Q.17 1.________________________________________ 2.________________________________________ 17 Do you have rainwater harvesting (RWH) system in your house? Yes ºËzÀÄ 1 No E®è 2 I knew it/ £À£ÀUÉ UÉÆwÛvÀÄÛ 1 Friends and relatives/ ¸ÉßûvÀgÀÄ ªÀÄvÀÄÛ 2 ¤ªÀÄä ªÀÄ£ÉAiÀÄ°è ªÀÄ¼É ¤ÃgÀÄ PÉÆìÄè£À ªÀåªÀ¸ÉÜ EzÉAiÉÄà 18 Who told you about rain water harvesting? ªÀÄ¼É ¤ÃgÀÄ PÉÆìÄè£À ªÀåªÀ¸ÉÜ §UÉÎ ¤ªÀÄUÉ AiÀiÁgÀÄ ºÉýzÀgÀÄ? ºÉýzÀgÀÄ ¸ÀA§A¢üUÀ¼ÀÄ BWSSB/ d® ªÀÄAqÀ½ News paper/ ¢£À ¥ÀwæPÉ TV/ n« Radio/ gÉÃrAiÉÆ(¥ÀAZÁ¬Äw ¥ÀÄlÖ¥Àà) Any other/ EvÀgÉ 19 ……………………………………………… Less than one year/ When did you get it installed? F ªÀåªÀ¸ÉÜAiÀÄ£ÀÄß C¼ÀªÀr¹PÉÆArzÀÄÝ AiÀiÁªÁUÀ? Go to Next section 3 4 5 6 1 MAzÀÄ ªÀµÀðQÌAvÀ PÀrªÉÄ More than one year/ 2 MAzÀÄ ªÀµÀðQÌAvÀ ºÉaÑUÉ 20 Who helped you in installing RWH system? BWSSB/ ªÀÄ¼É ¤ÃgÀÄ PÉÆìÄè£ÀÄß C¼ÀªÀr¸À®Ä ¤ªÀÄUÉ AiÀiÁgÀÄ ¸ÀºÁAiÀÄ ªÀiÁrzÀgÀÄ? 1 d®ªÀÄAqÀ½ Private trained plumbers and contractors/ 2 vÀgÀ¨ÉÃw ¥ÀqÉzÀ SÁ¸ÀV ¥ÀèA§gï ªÀÄvÀÄÛ PÀAmÁæPÀÖgï 3 Others/ EvÀgÉ ………………………….. 21 How much did you spend for the installation? Rs/ gÀÆ……………………………………………………………. F ªÀåªÀ¸ÉÜAiÀÄ£ÀÄß C¼ÀªÀr¸À®Ä JµÀÄÖ ªÉZÀÑ ªÀiÁr¢j? 22 Did you face any problem while installing the system? F ªÀåªÀ¸ÉÜAiÀÄ£ÀÄß vÉÆAzÀgÉAiÀiÁ¬ÄvÉ? PAC C¼ÀªÀr¸ÀĪÁUÀ K£ÁzÀgÀÄ BWSSB Yes ºËzÀÄ 1 No E®è 2 Page 12 Go to Next section AN ASSESSMENT OF BWSSB SERVICES – HOUSEHOLD USER QUESTIONNAIRE d® ® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½AiÀÄ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - §¼ÀPÉzÁgÀgÀ ¥Àæ±ÁߪÀ½ What was the problem? 23 1……………………………………………………….. AiÀiÁªÀ jÃwAiÀÄ vÉÆAzÀgÉAiÀiÁ¬ÄvÀÄ? 2……………………………………………………….. 3……………………………………………………….. H-Satisfaction Satisfaction related (ask those who approached directly) vÀȦÛUÉ ¸ÀA§A¢ü¹zÀÄÝ (£ÉÃgÀªÁV ¸ÀA¥ÀQð¹zÀªÀgÀ£ÀÄß PÉý) Are you satisfied / dissatisfied with the following? Fill in the grid below. If satisfied, ask (What is your extent of satisfaction?) (¤ÃªÀÅ ¤ÃªÀÅ F PɼÀV£ÀªÀÅUÀ¼ÉÆA¢UÉ vÀȦÛ/CvÀÈ¦Û ºÉÆA¢¢ÝÃgÁ? PɼÀV£À Væqï£À°è ¨sÀwð ªÀiÁr. vÀÈ¦Û JAzÀªÀgÀ£ÀÄß PÉý (¤ªÀÄä vÀȦÛAiÀÄ ªÀÄlÖªÉãÀÄ) 1 Satisfied vÀÈ¦Û Dissatisfied CvÀÈ¦Û Completely ¸ÀA¥ÀÇtðªÁV 1 Partly ¨sÁUÀ±ÀB 2 A. Availability of staff in their seats for application processing Cfð ¥ÀæQæAiÉÄUÀ½UÉ vÀªÀÄä PÀÄaðUÀ¼À°è ¹§âA¢AiÀÄ ®¨såÀ vÉ 1 2 3 B. Time taken to attend to you ¤ªÀÄä PÀqÉ UÀªÀÄ£À ¤ÃqÀ®Ä vÉUÉzÀÄPÉÆAqÀ ¸ÀªÀÄAiÀÄ 1 2 3 C. 1 2 3 D. Helpfulness of staff ¹§âA¢AiÀÄ ¸ÀºÁAiÀÄPÀvÀ£À 1 2 3 E. Efficiency with which problem was dealt with ¸ÀªÀĸÉåAiÀÄ£ÀÄß ¤ªÀð»¹zÀ zÀPÀëvÉ 1 2 3 F. Ability of the staff in providing the information you required ¤ªÀÄUÉ ¨ÉÃPÁzÀ ªÀiÁ»w ¤ÃqÀĪÀ°è ¹§âA¢AiÀÄ ¸ÁªÀÄxÀåð 1 2 3 G. Overall behavior of staff with you ¤ªÉÆäA¢UÉ ¹§âA¢AiÀÄ MmÁÖgÉ £ÀqÀªÀ½PÉ 1 2 3 H. Quality of work (installation ) PÉ®¸ÀzÀ UÀÄtªÀÄlÖ(C¼ÀªÀrPÉ) 1 2 3 Time taken to finish your work ¤ªÀÄä PÉ®¸À ¥ÀÇtðUÉƽ¸À®Ä vÉUÉzÀÄPÉÆAqÀ ¸ÀªÀÄAiÀÄ PAC BWSSB 3 Page 13 AN ASSESSMENT OF BWSSB SERVICES – HOUSEHOLD USER QUESTIONNAIRE d® ® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½AiÀÄ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - §¼ÀPÉzÁgÀgÀ ¥Àæ±ÁߪÀ½ I-Water Meter/¤Ãj£À «ÄÃlgï 1 2 3 4 Do you have a water meter in your house? ¤ªÀÄä ªÀÄ£ÉAiÀÄ°è ¤Ãj£À «ÄÃlgï EzÉAiÉÄ? Are meter readings taken on specified date? ¤Ãj£À «ÄÃlgï£À jrAUï£ÀÄß (¤Ãj£À ©¯ï) ¤UÀ¢vÀ ¢£ÁAPÀzÀAzÀÄ vÉUÉzÀÄPÉƼÀÄîwÛzÁÝgÁ? What is the frequency of meter reading? ¤Ãj£À «ÄÃlgï£À jrAUï£ÀÄß JµÀÄÖ ¢£ÀUÀ½UÉƪÉÄä zÁR°¸ÀÄvÁÛgÉ? Have you been receiving your water bills regularly? No E®è 2 Yes ºËzÀÄ 1 1 2 Unscheduled / C¤AiÀÄvÀPÁ°PÀ 3 Yes ºËzÀÄ 1 2 Since when have you not received your bills? For the last____________Months ……………………………………wAUÀ¼ÀÄUÀ½AzÀ Yes ºËzÀÄ No E®è Are the bills you get accurate? ¤ªÀÄUÉ ¸ÀAzÁAiÀĪÁUÀĪÀ ©¯ïUÀ¼ÀÄ ¤RgÀªÁVgÀÄvÀÛªÉAiÉÄÃ? Not aware Cj«®è 7 What is your average monthly water bill? ¥Àæw wAUÀ¼À ¤Ãj£À CAzÁdÄ ©°è£À ªÉÆvÀ۪ɵÀÄÖ? 8 What is your impression on the current water tariff? Where do you normally pay the water bill? 2 3 High/ ºÉZÀÄÑ 1 Just right/ right/¸ÀjAiÀiÁVzÉ 2 Low/PÀrªÉÄ 3 BWSSB cash counter d®ªÀÄAqÀ½ PËAlgï£À°è ¤ÃªÀÅ ¸ÁªÀiÁ£ÀåªÁV ¤Ãj£À ©®è£ÀÄß J°è ¥ÁªÀw¸ÀÄwÛÃgÀ? BWSSB consumer billing Centre d®ªÀÄAqÀ½ UÁæºÀPÀgÀ ©°èAUï ¸ÉAlgï£À°è ATM (BWSSB Kiosks )d®ªÀÄAqÀ½ d®ªÀÄAqÀ½ PËAlgïUÀ¼À°è (d®ªÀÄAqÀ½ QAiÉƸïÌ) PAC 1 Rs/ gÀÆ ___________ ¥Àæ¸ÀÄÛvÀ ¤Ãj£À zÀgÀUÀ¼À §UÉÎ ¤ªÀÄä C©ü¥ÁæAiÀĪÉãÀÄ? 9 Go to Next section 2 Once in two months/ JgÀqÀÄ wAUÀ½UÉƪÉÄä No E®è JµÀÄÖ ¢£ÀUÀ½AzÀ ¤ªÀÄUÉ ©¯ï zÉÆgÉw®è? 6 1 No E®è Monthly/ Monthly/wAUÀ½UÉƪÉÄä ¤ÃªÀÅ, ¤Ãj£À ©¯ï£ÀÄß ¤AiÀÄ«ÄvÀªÁV ¥ÀqÉAiÀÄÄwÛ¢ÝÃgÁ? 5 Yes ºËzÀÄ BWSSB 1 2 3 Page 14 AN ASSESSMENT OF BWSSB SERVICES – HOUSEHOLD USER QUESTIONNAIRE d® ® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½AiÀÄ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - §¼ÀPÉzÁgÀgÀ ¥Àæ±ÁߪÀ½ Bank/ Mobile cash counters/ Internet/ credit card ¨ÁåAPï£À°è /ªÉƨÉʯï PÁåµï PËAlgï/EAlgï£Émï/PÉærmï PÁqïð 4 ECS/E.¹.J¸ï 10 Bangalore One centres ¨ÉAUÀ¼ÀÆgÀÄ M£ï ¸ÉAlgïUÀ¼ÀÄ 6 Easy bill outlets ¸ÀÄ®¨sÀ ©¯ï ªÀĽUÉUÀ¼ÀÄ 7 Meter reader «ÄÃlgï jÃqÀgï Yes ºËzÀÄ Are the timings at the bill payment counter convenient? ©¯ï PËAlgïUÀ¼À ¸ÀªÀÄAiÀÄ ¤ªÀÄUÉ C£ÀÄPÀÆ®ªÁVªÉAiÉÄ? 11 What time do you think is convenient for you to make payment? ºÀt ¥ÁªÀw ªÀiÁqÀ®Ä ¤ªÀÄUÉ AiÀiÁªÀ ¸ÀªÀÄAiÀÄ C£ÀÄPÀÆ®PÀgÀªÁVgÀÄvÀÛzÉ? 5 8 1 No E®è 2 Early morning/ morning/¥ÁævÀBPÁ® 1 Late evenings /¸ÁAi ¸ÁAiÀÄAPÁ®zÀ £ÀAvÀgÀ 2 Round the clock /24 24 UÀAmÉUÀ¼À PÁ® 3 Q.12 Others/ EvÀgÉ ………………………….. 12 Are you satisfied with the accuracy of the water meter? ¤Ãj£À «ÄÃlgï PÁAiÀÄðPÀëªÀÄvÉAiÀÄ §UÉÎ ¤ªÀÄUÉ vÀÈ¦Û EzÉAiÉÄÃ? 13 Reasons for dissatisfaction CvÀȦÛUÉ PÁgÀtªÉãÀÄ? Completely satisfied/ tisfied/ ¸ÀA¥ÀÆtð vÀÈ¦Û Partially satisfied/ ¨sÁUÀ±À: vÀÈ¦Û 1 Dissatisfied/ CvÀÈ¦Û 2 Don’t know/not aware/ UÉÆwÛ®è/Cj«®è 3 1………………………………………………………… 2………………………………………………………… 3………………………………………………………… J-Problems and resolution/vÉÆAzÀgÉUÀ¼ÀÄ ªÀÄvÀÄÛ ¥ÀjºÁgÀUÀ¼ÀÄ 1 Have you faced any irregular water supply in the last 6 months? PÀ¼ÉzÀ DgÀÄ wAUÀ¼À°è ¤Ãj£À ¥ÀÆgÉÊPÉAiÀÄ°è K£ÁzÀgÀÆ ªÀåvÀåAiÀĪÀ£ÀÄß JzÀÄj¹¢ÝÃgÁ? PAC BWSSB Yes, most of the time ºËzÀÄ, ¤gÀAvÀgÀªÁV 1 Yes , sometimes ºËzÀÄ, PÉ®ªÉǪÉÄä 2 No irregularities AiÀiÁªÀÅzÉà ªÀåvÀåAiÀÄ E®è 3 Page 15 Q.4 AN ASSESSMENT OF BWSSB SERVICES – HOUSEHOLD USER QUESTIONNAIRE d® ® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½AiÀÄ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - §¼ÀPÉzÁgÀgÀ ¥Àæ±ÁߪÀ½ 2 Do you observe any prior notifications from BWSSB on irregular water supply? d®ªÀÄAqÀ½¬ÄAzÀ ¤Ãj£À ¥ÀÆgÉÊPÉAiÀÄ ªÀåvÀåAiÀÄzÀ §UÉÎ ªÀÄÄAavÀªÁV ¸ÀÆZÀ£ÉAiÀÄ£ÀÄß ¤ÃqÀĪÀÅzÀ£ÀÄß ¤ÃªÀÅ UÀªÀĤ¹gÀÄ«gÁ? 3 Always / AiÀiÁªÁUÀ®Æ 1 Sometimes Sometimes/PÉ®ªÀÅ ¸À® Never AiÀiÁªÁUÀ®Æ E®è 2 3 Where have you seen the notifications? News paper ¢£À¥ÀwæPÉ CAxÀºÀ ¥ÀæPÀluÉUÀ¼À£ÀÄß ¤ÃªÀÅ J°è £ÉÆÃr¢ÝÃgÀ? 1 Cable TV PÉç¯ï n.« 2 Website ªÉ¨ï¸ÉÊmï 3 Others (specify) ________________________________ EvÀgÉ (w½¹) 4 5 6 Have you noticed any incidence of water pipe leakage near your house? ¤ªÀÄä ªÀÄ£ÉAiÀÄ ¸À«ÄÃ¥ÀzÀ°è ¤Ãj£À ¥ÉÊ¥ÀÄUÀ¼À ¸ÉÆÃgÀÄ«PÉAiÀÄ£ÀÄß UÀªÀĤ¹¢ÝÃgÁ? Yes ºËzÀÄ 1 2 Did you inform this to a BWSSB official? d®ªÀÄAqÀ½ C¢üPÁjUÀ½UÉ F §UÉÎ ªÀiÁ»w ¤Ãr¢gÁ? No E®è Yes ºËzÀÄ 2 Did they take any action on it? K£ÁzÀgÀÄ PÀæªÀÄ PÉÊUÉÆAqÀgÉ? No E®è Yes ºËzÀÄ No E®è 2 7 Danger to ped pedestrians d£ÀgÀ wgÀÄUÁlPÉÌ vÉÆAzÀgÉ Have you faced any problem of having a manhole nearby your house? ¤ªÀÄä ªÀÄ£ÉAiÀÄ ºÀwÛgÀ«gÀĪÀ ªÀiÁå£ïºÉÆïï¤AzÀ ¤ÃªÀÅ K£ÁzÀgÀÆ vÉÆAzÀgÉ C£ÀĨsÀ«¹¢ÝÃgÁ? Stinking PÉlÖ ªÁ¸À£É Health hazard DgÉÆÃUÀåPÉÌ vÉÆAzÀgÉ Over flowing vÀÄA©ºÀjAiÀÄÄwÛgÀĪÀÅzÀÄ Q.7 1 1 1 2 3 4 Any other EvÀgÉ.................................................. 8 Does any of the BWSSB staff live in your locality? ¤ªÀÄä ¥ÀæzÉñÀzÀ°è AiÀiÁgÁzÀgÀÄ d®ªÀÄAqÀ½ GzÉÆåÃVUÀ¼ÀÄ ªÁ¹¸ÀÄwÛgÀĪÀgÉ? No problem vÉÆAzÀgÉ E®è Yes ºËzÀÄ No E®è Not aware Cj«®è PAC BWSSB 5 1 2 3 Page 16 Q.10 AN ASSESSMENT OF BWSSB SERVICES – HOUSEHOLD USER QUESTIONNAIRE d® ® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½AiÀÄ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - §¼ÀPÉzÁgÀgÀ ¥Àæ±ÁߪÀ½ 9 10 Can they be easily contacted during an emergency? vÀÄvÀÄð ¥Àj¹ÜwUÀ¼À°è CªÀgÀ£ÀÄß ¤ÃªÀÅ ¸ÀÄ®¨sÀªÁV ¸ÀA¥ÀQð¸À§ºÀÄzÉ? Have you had any visits from BWSSB staff to check on any water thefts? ¤Ãj£À PÀ¼ÀîvÀ£ÀzÀ §UÉÎ w½AiÀÄ®Ä d®ªÀÄAqÀ½AiÀÄ ¹§âA¢UÀ¼ÀÄ JAzÁzÀgÀÄ ¨sÉÃn ¤ÃrzÁÝgÉ0iÉÄ? Yes ºËzÀÄ 1 No E®è 2 Yes, by BWSSB department (AE/JE) ºËzÀÄ, d®ªÀÄAqÀ½ «¨sÁUÀ¢AzÀ JE,eÉE 1 Yes, by BWSSB regular staff (e.g valveman , water inspector) ºËzÀÄ, d®ªÀÄAqÀ½¬ÄAzÀ AiÀiÁªÁUÀ®Æ §gÀĪÀ¹§âA¢UÀ¼ÀÄ(( GzÁ.ªÁå¯ï ªÀiÁå£ï, ªÁlgï E£Àìì÷àPÀÖgï) 2 3 Yes, by Meter reader ºËzÀÄ, «ÄÃlgï jÃqÀgïjAzÀ No one AiÀiÁgÀÄ E®è 11 12 In the last 1 year, did you face any problems from BWSSB? PÀ¼ÉzÀ 1 ªÀµÀðzÀ°è d®ªÀÄAqÀ½ PÀqɬÄAzÀ K£ÁzÀgÀÆ vÉÆAzÀgÉUÀ¼À£ÀÄß JzÀÄj¹¢ÝÃgÁ? What was the nature ature of the problem? problem (Multiple Response) AiÀiÁªÀ jÃwAiÀÄ vÉÆAzÀgÉUÀ¼ÀÄ (MAzÀQÌAvÀ ºÉZÀÄÑ GvÀÛgÀ) PAC 4 Yes ºËzÀÄ 1 No E®è 2 Irregular water supply C¸ÀªÀÄ¥ÀðPÀ ¤Ãj£À ¥ÀÆgÉÊPÉ Go to next section 1 Related to water pipe break downs ¤Ãj£À ¥ÉÊ¥ÀÄUÀ¼ÀÄ MqÉ¢gÀĪÀÅzÀjAzÀ DzÀ vÉÆAzÀgÉUÀ¼ÀÄ 2 Meter complaints «ÄÃlgï ÄÃlgï ¸ÀA§A¢üvÀ zÀÆgÀÄUÀ¼ÀÄ 3 Related to irregular receipt of bills CªÀåªÀ¹ÜvÀªÁzÀ jÃwAiÀÄ°è ©¯ïUÀ¼À£ÀÄß ¥ÀqÉAiÀÄÄwÛgÀĪÀ §UÉÎ 4 Less water supply compared to earlier quantity but charging more as usual »A¢£À A¢£À ¤Ãj£À ¥ÀæªÀiÁtPÉÌ ºÉÆð¹zÀgÉ PÀrªÉÄ ¤Ãj£À ¸ÀgÀ§gÁdÄ DzÀgÉ, JA¢£ÀAvÉ ºÉaÑUÉ ZÁdð ªÀiÁqÀĪÀÅzÀÄ 5 Unauthorized pumping of water from the direct line ¤Ãj£À £ÉÃgÀ ¥ÉÊ¥ï¤AzÀ C£À¢üÃPÀÈvÀªÁV ¤ÃgÀ£ÀÄß ¥ÀA¥ï ªÀiÁrPÉƼÀÄîªÀÅzÀÄ 6 Related to supply timings ¸ÀgÀ§gÁf£À ¸ÀªÀÄAiÀÄPÉÌ ¸ÀA§A¢ü¹zÀÄÝ 7 Related to quality of water supplied ¸ÀgÀ§gÁdÄ ªÀiÁrzÀ ¤Ãj£À UÀÄtªÀÄlÖPÉÌ ¸ÀA§A¢ü¹zÀÄÝ 8 BWSSB Page 17 AN ASSESSMENT OF BWSSB SERVICES – HOUSEHOLD USER QUESTIONNAIRE d® ® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½AiÀÄ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - §¼ÀPÉzÁgÀgÀ ¥Àæ±ÁߪÀ½ Related to water pressure ¤Ãj£À gÀ¨sÀ¸ÀPÉÌ ¸ÀA§A¢ü¹zÀÄÝ 9 Related to breakdown of public sources ¸ÁªÀðd¤PÀ ªÀÄÆ®UÀ¼ÀÄ PÉlÄÖºÉÆÃVgÀĪÀÅzÀPÉÌ ¸ÀA§A¢ü¹zÀÄÝ 10 Suspected contamination of water ¤ÃgÀÄ ªÀÄ°£ÀUÉÆArgÀĪÀ ¸ÀA±ÀAiÀÄPÉÌ ¸ÀA§A¢ü¹zÀÄÝ 11 Others /EvÀgÉ ______________________________ 13 14 15 Did you contact BWSSB about your recent problem? ¤ªÀÄä EwÛÃa£À vÉÆAzÀgÉUÀ½UÉ d®ªÀÄAqÀ½AiÀÄ£ÀÄß ¨sÉÃn ªÀiÁr¢ÝÃgÀ? To whom did you complain? ¤ÃªÀÅ AiÀiÁjUÉ zÀÆgÀ£ÀÄß ¤Ãr¢j? (Multiple Response) (MAzÀQÌAvÀ ºÉZÀÄÑ GvÀÛgÀ) What was the mode of contact? (Multiple Response) ¨sÉÃn ªÀiÁrzÀ jÃw (MAzÀQÌAvÀ ºÉZÀÄÑ GvÀÛgÀ) Yes ºËzÀÄ 1 No E®è 2 Meter Reader «ÄÃlgï jÃqÀgï 1 Water inspector ªÁlgï E£Éì÷àPÀÖgï 2 Valve man ªÁå¯ï ªÀiÁå£ï 3 Assistant Engineer(AE/Junior Engineer(JE) ¸ÀºÁAi ÀºÁAiÀÄPÀ EAf¤AiÀÄgï (J.E)/QjAiÀÄ EAf¤AiÀÄgï (eÉ.E) 4 Assistant Executive Engineer (AEE) ¸ÀºÁAiÀÄPÀ PÁAiÀÄð¤ªÁðºÀPÀ EAf¤AiÀÄgï (J.E.E) 5 Customer Service Cell (Grahakara Sahaya Vaani) UÁæºÀPÀ ¸ÀºÁAiÀĪÁtÂ/ UÁæºÀPÀ ¸ÉêÁ PÉÃAzÀæ 6 Executive Engineer (EE) PÁ0iÀÄð¤ªÁðºÀPÀ EAf¤AiÀÄgï (E.E) 7 Consumer Grievance Redressal Forum UÁæºÀPÀ zÀÆgÀÄ ¤ªÁgÀuÁ ªÉâPÉ 8 Others (Specify)__________________________________ __________ EvÀgÉ (w½¹) Personal Visit ¸ÀévÀB ¨sÉÃn ªÀiÁrzÉ Complained in group UÀÄA¦£À°è ºÉÆÃV zÀÆgÀÄ zÁR°¹zɪÀÅ Through help line (22238888) ¸ÀºÁAiÀĪÁtÂAiÀÄ ªÀÄÆ®PÀ (22238888 Telephone at service stations ¸ÉêÁ PÉÃAzÀæPÉÌ zÀÆgÀªÁt ªÀiÁqÀĪÀ ªÀÄÆ®PÀ 1 2 3 4 Online D£ï¯ÉÊ£ï 5 Through News paper 6 Others/ EvÀgÉ _____________________________________ 16 Was the staff present in the office? PÀbÉÃjAiÀÄ°è ¹§âA¢UÀ¼ÀÄ ºÁdjzÀÝgÉ? PAC Yes ºËzÀÄ BWSSB Q.21 1 Page 18 Q.no19 AN ASSESSMENT OF BWSSB SERVICES – HOUSEHOLD USER QUESTIONNAIRE d® ® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½AiÀÄ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - §¼ÀPÉzÁgÀgÀ ¥Àæ±ÁߪÀ½ 17 18 19 20 Did you receive an acknowledgement for the complaint you made? ¤ÃªÀÅ zÁR°¹zÀ zÀÆjUÉ ¹éÃPÀÈw ¥ÀvÀæ ¹QÌvÉ? How many time did you have to contact BWSSB for follow up? ¤ªÀÄä zÀÆj£À §UÉÎ w½zÀÄPÉƼÀî®Ä d®ªÀÄAqÀ½AiÀÄ£ÀÄß JµÀÄÖ ¨Áj ¸ÀA¥ÀQð¸À¨ÉÃPÁ¬ÄvÀÄ? Was the problem resolved? ¤ªÀÄä vÉÆAzÀgÉUÀ¼ÀÄ ¥ÀjºÁgÀªÁ¬ÄvÉ? When was the problem resolved? ¤ªÀÄä vÉÆAzÀgÉUÀ¼ÀÄ AiÀiÁªÁUÀ ¥ÀjºÁgÀªÁ¬ÄvÀÄ? What was the reason for not contacting BWSSB to report your problem? ¤ªÀÄä vÉÆAzÀgÉUÀ¼À£ÀÄß w½¸À®Ä d®ªÀÄAqÀ½AiÀÄ£ÀÄß ¨sÉÃn ªÀiÁqÀzÉ EgÀĪÀÅzÀPÉÌ PÁgÀtªÉãÀÄ? 2 Yes ºËzÀÄ 1 No E®è 2 Yes ºËzÀÄ 1 No E®è 2 Number____________ ¸ÀASÉå Within_________Hours UÀAmÉUÀ¼À°è ______________ 1 Same day CzÉà ¢£À 2 Next day ªÀÄgÀÄ ¢£À 3 (_________ days) (________¢£ÀUÀ¼ÀÄ) 4 More than two days JgÀqÀÄ ¢£ÀQÌAvÀ®Æ ºÉZÀÄÑ 21 No E®è Not aware of complaint lodging procedure zÀÆgÀÄ zÁR°¸ÀĪÀ PÀæªÀÄzÀ §UÉÎ ªÀiÁ»w¬Ä®è 1 Not aware of where and whom to complain J°è ªÀÄvÀÄÛ AiÀiÁgÀ£ÀÄß ¨sÉÃn ªÀiÁqÀ¨ÉÃPÉA§ Cj«®è 2 Fear of staff at office PÀbÉÃjAiÀÄ°è£À ¹§âA¢UÀ¼À §UÉÎ EgÀĪÀ ¨sÀAiÀÄ 3 Local community group takes care of the problem ¸ÀܽÃAiÀÄ ¸ÀªÀÄÄzÁAiÀÄzÀ UÀÄA¥ÀÅ vÉÆAzÀgÉUÀ¼À£ÀÄß §UɺÀj¸ÀÄvÀÛzÉ 4 Complained informally to the BWSSB staff d®ªÀÄAqÀ½ ¹§âA¢UÉ C£Ë¥ÀZÁjPÀªÁV w½¹zɪÀÅ No use even if complaint is lodged zÀÆgÀÄ zÁR°¹zÀgÀÆ K£ÀÄ ¥ÀæAiÉÆÃd£À«®è Solving through intermediary is easier ªÀÄzsÀåªÀwðUÀ¼À ªÀÄÆ®PÀ §UɺÀj¹PÉƼÀÄîªÀÅzÀÄ ¸ÀÄ ¸ÀÄ®¨sÀ PAC BWSSB 5 6 7 Page 19 Q.22 AN ASSESSMENT OF BWSSB SERVICES – HOUSEHOLD USER QUESTIONNAIRE d® ® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½AiÀÄ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - §¼ÀPÉzÁgÀgÀ ¥Àæ±ÁߪÀ½ 22 Whom did you then contact to get your problem resolved? ºÁUÀzÀgÉ,¤ÃªÀÅ ¤ªÀÄä vÉÆAzÀgÉUÀ¼À£ÀÄß ¤ªÁj¹PÉƼÀî®Ä AiÀiÁgÀ£ÀÄß ¨sÉÃn ªÀiÁr¢j? Councilor/MLA Pˤì®gï / ±Á¸ÀPÀgÀÄ 1 Residents Welfare Association ¤ªÁ¹UÀ¼À PÉëêÀiÁ©üªÀÈ¢Þ ¸ÀAWÀ 2 Other influential person EvÀgÉ ¥Àæ¨sÁ« ªÀåQÛ 3 Middleman ªÀÄzsÀåªÀwð 4 Media ªÀiÁzsÀåªÀÄ ªÀUÀð 5 Consumer Grievance Redressal Forum UÁæºÀPÀ zÀÆgÀÄ ¤ªÁgÀuÁ ªÉâPÉ 6 Higher officers of BWSSB d®ªÀÄAqÀ½AiÀÄ »jAiÀÄ C¢üPÁjUÀ¼ÀÄ 7 Customer service centre UÁæºÀPÀ ¸ÉêÁ PÉÃAzÀæ 8 Others EvÀgÉ ……………………………………………………………………………… 23 Was the problem resolved ? ¤ªÀÄä vÉÆAzÀgÉUÀ¼ÀÄ ¥ÀjºÁgÀªÁ¬ÄvÉ? 24 Are you satisfied with grievance redressal mechanism in BWSSB? d®ªÀÄAqÀ½AiÀÄ PÀÄAzÀÄPÉÆgÀvÉ «zsÁ£ÀzÀ §UÉÎ ¤ªÀÄUÉ vÀÈ¦Û EzÉAiÀiÁ? 25 Reasons for dissatisfaction CvÀȦÛUÉ PÁgÀtªÉãÀÄ? Yes ºËzÀÄ No E®è 1 2 Completely satisfied/ ¸ÀA¥ÀÆtð vÀÈ¦Û 1 Partially satisfied/ satisfied/¨sÁUÀ±À: vÀÈ¦Û 2 Dissatisfied/ CvÀÈ¦Û 3 1………………………………………………………… 2………………………………………………………… 3………………………………………………………… K-Overall satisfation/ 1 2 MmÁÖgÉ vÀÈ¦Û Considering all aspects of the services, how Completely satisfied/ ¸ÀA¥ÀÆtð vÀÈ¦Û satisfied are you with the service provided by Partially satisfied/¨s¨sÁUÀ±À: vÀÈ¦Û BWSSB? ¸ÉêÉAiÀÄ J¯Áè CA±ÀUÀ¼À£ÀÄß ¥ÀjUÀt¸ÀÄvÁÛ, d® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½AiÀÄÄ ¤ÃqÀĪÀ ¸ÉêÉAiÀÄ §UÉÎ ¤ÃªÀÅ JµÀÄÖ Dissatisfied/ CvÀÈ¦Û vÀÈ¥ÀÛgÁV¢ÝÃj? What are the reasons for your dissatisfaction? ¤ªÀÄä CvÀȦÛUÉ PÁgÀtUÀ¼ÉãÀÄ? 1.__________________________________________________________________________________ 1 2 3 2.__________________________________________________________________________________ 3.__________________________________________________________________________________ 3 What suggestions do you have for improving the process of obtaining connection fro from BWSSB? d® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½¬ÄAzÀ ¸ÀA¥ÀPÀð ¥ÀqÉAiÀÄĪÀ ¥ÀæQæAiÉÄAiÀÄ UÀÄtªÀÄlÖªÀ£ÀÄß GvÀÛªÀÄUÉƽ¸À®Ä ¤ªÀÄä ¸À®ºÉUÀ¼ÉãÀÄ? 1._________________________________________________________________________________ 2.______________________________________ 2.__________________________________________________________________________________ 3.__________________________________________________________________________________ PAC BWSSB Page 20 Q.4 AN ASSESSMENT OF BWSSB SERVICES – HOUSEHOLD USER QUESTIONNAIRE d® ® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½AiÀÄ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - §¼ÀPÉzÁgÀgÀ ¥Àæ±ÁߪÀ½ 4 What should be done to make you feel completely satisfied (ask those who responded to partly satisfied in question Q.1…)? ¤ÃªÀÅ ¸ÀA¥ÀÇtð vÀȦÛPÀgÀªÁUÀ®Ä K£ÀÄ ªÀiÁqÀ¨ÉÃPÀÄ ( ¥Àæ±Éß 1PÉÌ ¨sÁUÀ±ÀB vÀÈ¦Û ºÉÆA¢zÀªÀjUÉ ªÀiÁvÀæ PÉý) 1._________________________________________________________________________________________________________________________ 2._________________________________________________________________________________________________________________________ __________________________________________________________________________________________________ 3._________________________________________________________________________________________________________________________ 5 6 Compared to 1 year ago, is there any change in the overall quality of service (ask only if the service has been availed for more than a year)? PÀ¼ÉzÀ MAzÀÄ ªÀµÀðPÉÌ ºÉÆð¹zÀgÉ ¸ÉêÉAiÀÄ UÀÄtªÀÄlÖzÀ°è AiÀiÁªÀÅzÁzÀgÀÄ §zÀ¯ÁªÀuÉ PÀAqÀħA¢zÉAiÉÄ? (MAzÀÄ ªÀµÀðQÌAvÀ ºÉZÀÄÑ PÁ® ¸ÉêÉUÀ¼À£ÀÄß Äß §¼À¹zÀÝgÉ PÉý) Improved/ ¸ÀÄzsÁj¹zÉ 1 No change/ AiÀiÁªÀ §zÀ¯ÁªÀuÉAiÀÄÆ E®è 2 Deteriorated/ºÀzÀUÉnÖzÉ 3 Don’t Know/Can’t Say £À£ÀUÉ UÉÆwÛ®è/ºÉüÀ¯ÁUÀĪÀÅ¢®è 4 What improvements have you observed? AiÀiÁªÀ jÃwAiÀÄ ¸ÀÄzsÁgÀuÉUÀ¼À£ÀÄß ¤ÃªÀÅ UÀªÀĤ¹¢ÝÃj? Water supply/¤Ãj£À ¸ÀgÀ§gÁdÄ 1.__________________________________________________________________________________________________ 2.__________________________________________________________________________________________________ 2.__________________________________________________________________________________________________ 3.__________________________________________________________________________________________________ Sewerage/ M¼ÀZÀgÀAr 1.__________________________________________________________________________________________________ 2.__________________________________________________________________________________________________ 3.__________________________________________________________________________________________________ PAC BWSSB Page 21 Go to next Section AN ASSESSMENT OF BWSSB SERVICES – HOUSEHOLD USER QUESTIONNAIRE d® ® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½AiÀÄ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - §¼ÀPÉzÁgÀgÀ ¥Àæ±ÁߪÀ½ L-Awareness about BWSSB/d®ªÀÄAqÀ½AiÀÄ §UÉÎ CjªÀÅ 1 2 3 Are you aware of the Information booklet (Our Consumer Charter) brought out by BWSSB? d®ªÀÄAqÀ½AiÀÄÄ ºÉÆgÀvÀA¢gÀĪÀ ‘£ÀªÀÄä UÁæºÀPÀgÀ PÉʦrAiÀÄ’ §UÉÎ ¤ªÀÄUÉ Cj«zÉAiÉÄ? Yes ºËzÀÄ 1 No E®è 2 Have you seen the Information booklet (Our Consumer Charter)? d®ªÀÄAqÀ½AiÀÄÄ ºÉÆgÀvÀA¢gÀĪÀ ‘£ÀªÀÄä UÁæºÀPÀgÀ PÉʦrAiÀÄ£ÀÄß ¤ÃªÀÅ £ÉÆÃr¢ÝÃgÁ? Yes ºËzÀÄ 1 No E®è 2 Where did you see the Information booklet (Our Consumer Charter)? F PÉʦrAiÀÄ£ÀÄß ¤ÃªÀÅ J°è £ÉÆÃr¢ÝÃj? Notice board of BWSSB office d®ªÀÄAqÀ½ PÀbÉÃjAiÀÄ ¸ÀÆZÀ£Á ¥sÀ®PÀzÀ°è 1 Help desk ¸ÀºÁAiÀĪÁt 2 News paper ¢£À¥ÀwæPÉ 3 Website ªÉ¨ï¸ÉÊmï 4 Q.5 Q.5 Others EvÀgÉ……………………………………………………… 4 5 How did the Information booklet (Our Consumer Charter) help you? F PÉʦr ¤ªÀÄUÉ ºÉÃUÉ G¥ÀAiÉÆÃUÀªÁ¬ÄvÀÄ? During the process of getting connection ¸ÀA¥ÀPÀð ¥ÀqÉAiÀÄĪÀ ¸ÀªÀÄAiÀÄzÀ°è 1 To lodge complaint zÀÆgÀÄ zÁR°¸À®Ä 2 During payment of bills ©¯ï ¥ÁªÀw¸ÀĪÀ ¸ÀªÀÄAiÀÄzÀ°è 3 Others EvÀgÉ…………………………………………………….. 4 Did not help ¸ÀºÁAiÀÄPÀªÁV®è Yes ºËzÀÄ Are you aware of any customer Interaction meetings held by BWSSB with consumers in your sub division in the past one year? PÀ¼ÉzÀ MAzÀÄ ªÀµÀðzÀ°è d®ªÀÄAqÀ½ £ÀqɸÀÄwÛgÀĪÀ ¤Ãj£À CzÁ®vï ¸À¨sÉUÀ¼À §UÉÎ w½¢zÉAiÉÄ? No E®è I don’t know £À£ÀUÉ UÉÆwÛ®è 6 Have you participated? ¤ÃªÀÅ ¥Á¯ÉÆÎAr¢ÝÃgÁ? Yes ºËzÀÄ No E®è PAC BWSSB 5 1 2 Q.7 3 1 2 Page 22 AN ASSESSMENT OF BWSSB SERVICES – HOUSEHOLD USER QUESTIONNAIRE d® ® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½AiÀÄ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - §¼ÀPÉzÁgÀgÀ ¥Àæ±ÁߪÀ½ 7 Have you seen/visited the BWSSB website (www.bwssb.org)? d®ªÀÄAqÀ½ ªÉ¨ï¸ÉÊmï £ÉÆÃr¢ÝÃgÀ? (www.bwssb.org) 8 Is the BWSSB Website user friendly? d®ªÀÄAqÀ½ ªÉ¨ï¸ÉÊmï §¼À¸À®Ä ¤ªÀÄUÉ ¸ÀÄ®¨sÀªÁVzÉAiÉÄ? 9 In what way does the website help you? ªÉ¨ï¸ÉÊmï ¤ªÀÄUÉ AiÀiÁªÀ jÃw G¥ÀAiÀÄÄPÀÛªÁ¬ÄvÀÄ? Yes ºËzÀÄ 1 No E®è 2 Yes ºËzÀÄ 1 No E®è 2 To know how to get new water connection ºÉƸÀ ¤Ãj£À ¸ÀA¥ÀPÀðªÀ£ÀÄß ºÉÃUÉ ¥ÀqÉAiÀĨÉÃPÉAzÀÄ w½AiÀÄ®Ä 1 To know whom to contact in case of a problem/to lodge a complaint vÉÆAzÀgÉ GAmÁzÀ ¸ÀAzÀ¨sÀðzÀ°è AiÀiÁjUÉ zÀÆgÀÄ ¤ÃqÀ¨ÉÃPÉAzÀÄ w½AiÀÄ®Ä 2 To know Tariff rates ¤Ãj£À zÀgÀUÀ¼À£ÀÄß w½AiÀÄ®Ä 3 To know bill payment options ©¯ï ¥ÁªÀwAiÀÄ «zsÁ£ÀUÀ¼À£ÀÄß w½AiÀÄ®Ä 4 To know contact details/consumer help line number / ¸ÀA¥ÀPÀ𠫪ÀgÀUÀ¼ÀÄ ºÁUÀÆ ¸ÀºÁAiÀĪÁt ¸ÀASÉåUÀ¼À£ÀÄß w½zÀÄPÉƼÀî®Ä 5 Q.12 Others/ EvÀgÉ_________________________ _________________________ 10 11 Does the BWSSB website provide all required information to you? ¤ªÀÄUÉ ¨ÉÃPÁVgÀĪÀ J¯Áè ªÀiÁ»wAiÀÄ£ÀÄß d®ªÀÄAqÀ½ ªÉ¨ï¸ÉÊmï ¤ÃqÀÄvÀÛzÉAiÉÄÃ? Yes ºËzÀÄ 1 No E®è 2 What extra information do you expect from the BWSSB website? d®ªÀÄAqÀ½ ªÉ¨ï¸ÉÊn£À°è ¨ÉÃgÉ AiÀiÁªÀ ªÀiÁ»wAiÀÄ£ÀÄß ¤ÃªÀÅ §AiÀĸÀÄwÛÃgÀ? 1.________________________________________________________________________ 2._______________________________________________________________________ 3._______________________________________________________________________ 12 Have you seen any advertisements from BWSSB regarding watersaving? (Multiple response) d®ªÀÄAqÀ½¬ÄAzÀ ¤Ãj£À G½vÁAiÀÄzÀ §UÉÎ AiÀiÁªÀÅzÁzÀgÀÄ eÁ»gÁvÀ£ÀÄß £ÉÆÃrgÀÄ«gÀ? (MAzÀQÌAvÀ ºÉZÀÄÑ GvÀÛgÀ) Yes, in news paper ¢£À¥ÀwæPÉUÀ¼À°è Banners ¨Áå£ÀgïUÀ¼À°è Pamphlets ¥ÁA¥ÉèmïUÀ¼À°è Hoardings ¥sÀ®PÀUÀ¼À°è BWSSB 2 3 4 In TV n.« AiÀÄ°è 5 Website ªÉ¨ï ¸ÉÊmï£À°è Radio Radio/ gÉÃrAiÉÆà 6 7 Not seen £ÉÆÃqÀ°®è PAC 1 8 Page 23 Q.12 AN ASSESSMENT OF BWSSB SERVICES – HOUSEHOLD USER QUESTIONNAIRE d® ® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½AiÀÄ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - §¼ÀPÉzÁgÀgÀ ¥Àæ±ÁߪÀ½ 13 14 Have you adopted any water saving methods? ¤ÃªÀÅ ¤Ãj£À G½vÁAiÀÄPÉÌ AiÀiÁªÀÅzÁzÀgÀÄ «zsÁ£ÀUÀ¼À£ÀÄß C¼ÀªÀr¹PÉÆAr¢ÝÃgÁ? gÁ Yes/ ºËzÀÄ Please Specify/ w½¹ …………………………………. No E®è 1 2 What is your suggestion on water saving? ¤Ãj£À G½vÁAiÀÄzÀ §UÉÎ ¤ªÀÄä ¸À®ºÉUÀ¼ÉãÀÄ? 1._________________________________________________________________________________________________________________ 2._________________________________________________________________________________________________________________ 3._________________________________________________________________________________________________________________ ___________________________________________________________________________________________ Any other observations: EvÀgÉ C©ü¥ÁæAiÀÄ PAC BWSSB Page 24 AN ASSESSMENT OF BWSSB SERVICES – HOUSEHOLD USER QUESTIONNAIRE d® ® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½AiÀÄ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - §¼ÀPÉzÁgÀgÀ ¥Àæ±ÁߪÀ½ This section should be filled only by the supervisor F ¨sÁUÀªÀ£ÀÄß ªÉÄðéZÁgÀPÀgÀÄ ªÀiÁvÀæ vÀÄA§¨ÉÃPÀÄ Name of the Interviewer ¸ÀAzÀ±ÀðPÀgÀ ºÉ¸ÀgÀÄ Name ______________________________ ºÉ¸ÀgÀÄ Contact Number___________________________________ zÀÆgÀªÁt ¸ÀASÉå _________________________________ Scrutinized by ¥Àj²Ã°¹zÀªÀgÀÄ Name ______________________________ ºÉ¸ÀgÀÄ Have all the questions been correctly filled? J¯Áè ¥Àæ±ÉßUÀ¼ÀÄ ¸ÀjAiÀiÁV vÀÄA§¯ÁVzÉAiÉÄ? Yes ºËzÀÄ 1 2 Have all the skips been correctly followed? J¯Áè ¹ÌÃ¥ïUÀ¼À£ÀÄß ¸ÀjAiÀiÁV ¥Á°¸À¯ÁVzÉAiÉÄ? No E®è Yes ºËzÀÄ No E®è 2 Yes, Spot Checks ºËzÀÄ, ¸ÀܼÀzÀ°èAiÉÄà ¥Àj²Ã°¸À¯ÁVzÉ 1 Yes, Back checks ºËzÀÄ, ªÀÄvÉÛ ¥Àj²Ã°¸À¯ÁVzÉ Yes, both ºËzÀÄ, ªÉÄð£À JgÀqÀÄ No E®è Yes ºËzÀÄ 2 No E®è 2 Does this questionnaire pass all quality checks? F ¥Àæ±ÁߪÀ½AiÀÄÄ J¯Áè UÀÄtªÀÄlÖUÀ¼À£ÀÄß ¥ÀÆgÉʹzÉAiÉÄ? Does this questionnaire need revision or revisit? F ¥Àæ±ÁߪÀ½AiÀÄ£ÀÄß ªÀÄgÀÄ¥Àj²Ã®£É CxÀªÁ ¥ÀÅ£À«ÃðPÀëuÉ ªÀiÁqÀ¨ÉÃPÉ? 1 3 4 1 THANK YOU/ ªÀAzÀ£ÉUÀ¼ÀÄ PAC BWSSB Page 25 ANNEXURE 2: Staff Questionnaires AN ASSESSMENT OF BWSSB SERVICES –STAFF STAFF QUESTIONNAIRE QUESTIONNAIRE-1 d® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - ¹§âA¢AiÀÄ ¥Àæ±ÁߪÀ½ INSTRUCTION : Introduce yourself and speak to the EE/AEE/AE/JE of the Division/Subdivision/Service Station, fill appropriate boxes properly and circle boxes with proper codes carefully. INTRODUCTION: Namaskaraa! I am ………………………….. representing Public Affairs Centre (PAC). We are currently trying to assess the services that are provided by the Bangalore angalore Water Supply and Sewerage Board (BWSSB)) to its consumers. Your views and feedback will help us to understand the current work culture prevalent in BWSSB. Wee would like to assure you that the information collected would be collated and presented collectively. Could I please talk to you for a few minutes in this regard? ¸ÀÆZÀ£É: «¨sÁUÀ/G¥À-«¨s «¨sÁUÀ/ ¸ÉêÁ PÉÃAzÀæzÀ EE/JEE/JE/eÉEUÀ¼À eÉÆvÉ ¤ªÀÄä£ÀÄß ¥ÀjZÀAiÀÄ ªÀiÁrPÉÆAqÀÄ, ¸ÀjAiÀiÁzÀ GvÀÛgÀªÀ£ÀÄß F ¥Àæ±ÁߪÀ½AiÀÄ°è ªÀÈvÀÛUÉƽ¹. ¥ÀjZÀAiÀÄ: £ÀªÀĸÁÌgÀ, £À£Àß ºÉ¸ÀgÀÄ ......................................................... £Á£ÀÄ ¥À©è ¥À©èPï C¥sÉÃgï (¦.J.¹) ¸ÀA¸ÉÜ0iÀÄ ¥Àæw¤¢ü. £ÁªÀÅ ¥Àæ¸ÀÄÛvÀ, d® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½AiÀÄÄ UÁæºÀPÀjUÉ MzÀV¸ÀÄwÛgÀĪÀ ¸ÉêÉUÀ¼À UÀÄtªÀÄlÖªÀ£ÀÄß w½AiÀÄ®Ä ¥ÀæAiÀÄw߸ÀÄwÛzÉÝêÉ. d® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½0iÉÆA¢V£À ¤ªÀÄä C£ÀĨsÀªÀUÀ¼À£ÀÄß w½zÀÄPÉƼÀî®Ä £ÁªÀ £ÁªÀÅ EaѸÀÄwÛzÀÄÝ, EzÀjAzÀ CªÀgÀÄ MzÀV¸ÀÄwÛgÀĪÀ ¸ÉêÉUÀ¼À UÀÄtªÀÄlÖªÀ£ÀÄß ¥Àj²Ã°¸À®Ä £ÀªÀÄUÉ ¸ÀºÁ0iÀĪÁUÀÄvÀÛzÉ. ¤ ¤«ÄäAzÀ ¸ÀAUÀ滹zÀ ªÀiÁ»wAiÀÄ£ÀÄß £ÁªÀÅ MmÁÖV ªÀÄAr¸ÀĪÀÅzÁV ¨sÀgÀªÀ¸É ¤ÃqÀÄvÉÛêÉ. ¤ÃªÀÅ ¨ÉÃPÁzÀgÉ, ¤ªÀÄä ºÉ¸ÀgÀ£ÀÄß F ¥Àæ±ÁߪÀ½¬ÄAzÀ ºÉÆgÀVqÀ§ºÀÄzÀÄ. ÀÄzÀÄ. £Á£ÀÄ F «µÀAiÀÄ PÀÄjvÀAvÉ ¤ªÀÄä §½ PÉ®ªÀÅ ¤«ÄµÀUÀ¼À PÁ® ªÀiÁvÀ£ÁqÀ§ºÀÄzÉ? A. General information/ ¸ÁªÀiÁ£Àå ªÀiÁ»w 1 Name of the Division «¨sÁUÀzÀ ºÉ¸ÀgÀÄ 2 Name of the Sub-Division G¥À «¨sÁUÀzÀ ºÉ¸ÀgÀÄ 3 Name of the Service station ¸ÉêÁ PÉÃAzÀæzÀ ºÉ¸ÀgÀÄ 4 Name and location of the treatment plant ±ÀÄ¢ÞÃPÀgÀt WÀlPÀzÀ ºÉ¸ÀgÀÄ ªÀÄvÀÄÛ ¸ÀܼÀ 5 Kaveri Head works/ PÁªÉÃj ºÉqï ªÀPïìð 6 Address of the division/sub-division/ division/ service station/treatment plant/Kaveri head works «¨sÁUÀzÀ/ G¥À «¨sÁUÀzÀ/¸ÉêÁ PÉÃAzÀæzÀ ªÀÄvÀÄÛ ±ÀÄ¢ÞÃPÀgÀt WÀlPÀ/ WÀlPÀ PÁªÉÃj ºÉqï ªÀPïìð ºÉ¸ÀgÀÄ ______________________________________________________ ______________________________________________________ 7 Date of Interview ¸ÀAzÀ±Àð£ÀzÀ ¢£ÁAPÀ DD_______/MM_____________/YEAR__________ 8 Starting time of interview ¸ÀAzÀ±Àð£À ±ÀÄgÀĪÁzÀ ªÉÃ¼É _________AM/PM PAC BWSSB Page 1 AN ASSESSMENT OF BWSSB SERVICES –STAFF STAFF QUESTIONNAIRE QUESTIONNAIRE-1 d® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - ¹§âA¢AiÀÄ ¥Àæ±ÁߪÀ½ Profile of BWSSB staff/ ¹§âA¢AiÀÄ «ªÀgÀuÉ 1 Name of the official C¢üPÁjAiÀÄ ºÉ¸ÀgÀÄ Name:____________________________ ºÉ¸ÀgÀÄ: Contact Number/zÀÆgÀªÁt Number/ : 2 Sex °AUÀ 3 Age ªÀAiÀĸÀÄì Male/¥ÀÅgÀĵÀ 1 Female/ªÀÄ»¼É 2 __________ years years/ªÀµÀðUÀ¼ÀÄ 4 Designation ºÀÄzÉÝ Executive Engineer (EE) PÁAiÀÄð¤ªÁðºÀPÀ EAf¤AiÀÄgï (E.E) Assistant Executive Engineer (AEE) ¸ÀºÁAiÀÄPÀ PÁAiÀÄð¤ªÁðºÀPÀ EAf¤AiÀÄgï (J.E.E) Assistant Engineer (AE) ¸ÀºÁAiÀÄPÀ EAf¤AiÀÄgï (J.E) 5 Educational qualification «zÁåºÀðvÉ 1 2 3 Junior Engineer (JE) QjAiÀÄ EAf¤AiÀÄgï (eÉ.E) 4 Post Graduate/ ¸ÁßvÀPÉÆÃvÀÛgÀ BE/ ©.E 1 2 Graduate/ ¥ÀzÀ« 3 Diploma/ r¥ÉÇèªÀiÁ ITI / LnL 4 5 Others/ EvÀgÉ _________________________________________ 6 Where do you stay?(place of residence) ¤ÃªÀÅ J°è ªÁ¸À ªÀiÁqÀÄ«j? 7 How do you commute to and from the office and what is the distance you have to travel? (Multiple response) ªÀģɬÄAzÀ PÀbÉÃj ºÁUÀÆ PÀbÉÃj¬ÄAzÀ ªÀÄ£ÉUÉ ºÉÃUÉ ¸ÀAZÀj¸ÀÄ«j ªÀÄvÀÄÛ JµÀÄÖ zÀÆgÀ. (MAzÀQÌAvÀ ºÉZÀÄÑ GvÀÛgÀ) Please specify/ zÀAiÀÄ«lÄÖ £ÀªÀÄÆ¢¹………………………………………………………. Mode of travel zÀÆgÀ (Q.«ÄÃ) Distance (km) Bus/ §¸ï 1 Train/ gÉ樀 2 Own Vehicle/ ¸ÀéAvÀ ªÁºÀ£À 3 Office vehicle/ PÀbÉÃj ªÁºÀ£À 4 By Walk/ PÁ®ßrUÉ 5 Others/ Others/EvÀgÉ ____________________ B. Work aspects/ PÉ®¸ÀzÀ 1 For how ow long have you been working in BWSSSB B (total years of service)? ¤ÃªÀÅ JµÀÄÖ ªÀµÀðUÀ½AzÀ d®ªÀÄAqÀ½AiÀÄ°è PÁAiÀÄð¤ªÀð»¸ÀÄwÛ¢ÝÃj? 2 For how long have you been in the current post? ¤ÃªÀÅ JµÀÄÖ ¸ÀªÀÄAiÀÄ¢AzÀ ¥Àæ¸ÀÄÛvÀ ºÀÄzÉÝAiÀÄ°è PÁAiÀÄ𠤪Àð»¸ÀÄwÛ¢ÝÃj? PAC §UÉÎ __________ years/ªÀµÀðUÀ¼À°è __________months __________years __________ wAUÀ¼ÀÄ __________ ªÀµÀðUÀ¼ÀÄ BWSSB Page 2 AN ASSESSMENT OF BWSSB SERVICES –STAFF STAFF QUESTIONNAIRE QUESTIONNAIRE-1 d® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - ¹§âA¢AiÀÄ ¥Àæ±ÁߪÀ½ 3 For how long have you been posted in this office? JµÀÄÖ ¸ÀªÀÄAiÀÄ¢AzÀ ¤ÃªÀÅ F PÀbÉÃj0iÀÄ°è PÁAiÀÄ𠤪Àð»¸ÀÄwÛ¢ÝÃj? 4 Approximately how many consumers are you serving in your jurisdiction? ¤ªÀÄä PÁAiÀÄðªÁå¦ÛAiÀÄ°è °è CAzÁdÄ JµÀÄÖ d£À d£ UÁæºÀPÀjUÉ ¸ÉÃªÉ ¸À°è¸ÀÄwÛ¢ÝÃj? 5 How many wards are you covering in this jurisdiction? ¤ªÀÄä PÁAiÀÄðªÁå¦ÛAiÀÄ°è JµÀÄÖ ªÁqïðUÀ¼ÀÄ M¼À¥ÀqÀÄvÀÛªÉ? __________months/wAUÀ¼ÀÄ__________years __________years/ ªÀµÀðUÀ¼ÀÄ _____________________ ______________________ 6 What are the duties assigned to you at present in the department? (multiple response) F E¯ÁSÉAiÀÄ°è ¤ªÀÄUÉ ¥Àæ¸ÀÄÛvÀ AiÀiÁªÀ PÀvÀðªÀåUÀ¼À£ÀÄß ¤ªÀð»¸À®Ä ¤AiÉÆÃf¸À¯ÁVzÉ? (MAzÀQÌAvÀ ºÉZÀÄÑ GvÀÛgÀ) Overall administration ¸ÀA¥ÀÆtð DqÀ½vÀ 1 Receiving applications from consumers UÁæºÀPÀjAzÀ CfðUÀ¼À£ÀÄß ¹éÃPÀj¸ÀĪÀÅzÀÄ 2 Preparation of estimates CAzÁdÄ ¥ÀnÖ vÀAiÀiÁj¸ÀĪÀÅzÀÄ 3 Approval/recommending new water connection ºÉƸÀ ¤Ãj£À ¸ÀA¥ÀPÀðUÀ½UÉ ²¥ÁgÀ¸ÀÄì/ C£ÀĪÉÆÃzÀ£É ¤ÃqÀĪÀÅzÀÄ 4 Approval/recommending new sewerage connection ºÉƸÀ M¼ÀZÀgÀAr ¸ÀA¥ÀPÀðUÀ½UÉ ²¥ÁgÀ¸ÀÄì/ C£ÀĪÉÆÃzÀ£É ¤ÃqÀĪÀÅzÀÄ 5 Addressing consumers grievances UÁæºÀPÀgÀ vÉÆAzÀgÉUÀ¼À£ÀÄß ¤ªÁj¸ÀĪÀÅzÀÄ 6 Maintenance of water lines ¤Ãj£À ¯ÉÊ£ïUÀ¼À ¤ªÀðºÀuÉ 7 Maintenance of sewerage system M¼ÀZÀgÀAr ªÀåªÀ¸ÉÜAiÀÄ ¤ªÀðºÀuÉ 8 Action for prevention of water theft PÀ¼ÀîvÀ£À vÀqÉUÀlÖ®Ä PÀæªÀÄ PÉÊUÉƼÀÄîªÀÅzÀÄ 9 Overall supervision J¯Áè PÉ®¸ÀUÀ¼À ªÉÄðéZÁgÀuÉ 10 Others _________________________ EvÀgÉ 7 How many hours of duty do you put in on a normal working day? ¸ÁªÀiÁ£Àå PÀZÉÃj ¢£ÀUÀ¼À°è ¤ÃªÀÅ JµÀÄÖ UÀAmÉUÀ¼À PÁ® PÁAiÀÄ𠤪Àð»¸ÀÄ«j? 8 How often are you allowed to take leave? JµÀÄÖ ¢£ÀUÀ½UÉƪÉÄä ¤ÃªÀÅ gÀeÉ vÉUÉzÀÄPÉƼÀÀÄzÀÄ? Less than 8 hours/ 8 UÀAmÉVAvÀ PÀrªÉÄ 1 8-12 hrs/UÀAmÉ 2 13-16 hrs/ UÀAmÉ 3 17-24 hrs/ UÀAmÉ 4 Monthly once wAUÀ½UÉƪÉÄä 1 Once in 2 – 3 months JgÀqÀÄ ªÀÄÆgÀÄ wAUÀ½UÉƪÉÄä 2 As and when required/ CUÀvÀå«zÁÝUÀ Not allowed to take leave except weekly off ªÁgÀzÀ gÀeÉAiÀÄ ºÉÆgÀvÁV gÀeÉ vÉUÉzÀÄPÉƼÀî®Ä C£ÀĪÀÄw E®è 9 Do you receive monetary compensation for surrender leave(EL)? ¤ªÀÄä UÀ½PÉ gÀeÉUÀ¼À£ÀÄß »A¢gÀÄV¹zÁUÀ ¥ÀjºÁgÀ ºÀtªÀ£ÀÄß ¤ÃªÀÅ ¥ÀqÉAiÀÄÄ«gÁ? PAC BWSSB 3 4 Never allowed to take leave gÀeÉ vÉUÉzÀÄPÉƼÀî®Ä C£ÀĪÀÄw ¤ÃqÀĪÀÅzÉà E®è 5 Yes/ºËzÀÄ 1 No/E®è 2 Page 3 AN ASSESSMENT OF BWSSB SERVICES –STAFF STAFF QUESTIONNAIRE QUESTIONNAIRE-1 d® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - ¹§âA¢AiÀÄ ¥Àæ±ÁߪÀ½ C. Safety tools are supplied by BWSSB / d®ªÀÄAqÀ½¬ÄAzÀ ¤ÃqÀ¯ÁUÀĪÀ ¸ÀÄgÀPÀëvÁ G¥ÀPÀgÀtUÀ¼ÀÄ 1 What are the tools being distributed? AiÀiÁªÀ ¸ÀÄgÀPÀëvÁ G¥ÀPÀgÀtUÀ¼À£ÀÄß «vÀj¸ÀÄ«j? «vÀj¸ÀÄ«j (multiple response) (MAzÀQÌAvÀ ºÉZÀÄÑ GvÀÛgÀ) Safety belt//¸ÀÄgÀPÀëvÁ ¨É¯ïÖ 1 Helmet/ ºÉ¯Éämï 2 Rain Coat/ Coat/gÉÊ£ïPÉÆÃmï 3 Hand Gloves/ Gloves/PÉÊUÀªÀZÀUÀ¼ÀÄ 4 Torch/ Torch/mÁZïð 5 Jacket/ Jacket/eÁPÉmï 6 Gumboots/ UÀªÀiï§Æmï 7 Soap/ Soap/¸Á§Æ£ÀÄ 8 Coconut oil/ PÉƧâj JuÉÚ 9 Others (Specify) _________________ EvÀgÉ (w½¹) 2 Who are the eligible persons for receiving the safety tools? (Multiple Response) ¸ÀÄgÀPÀëvÀ G¥ÀPÀgÀtUÀ¼À£ÀÄß ¥ÀqÉAiÀÄ®Ä AiÀiÁgÀÄ CºÀðgÀÄ? (MAzÀQÌAvÀ ºÉZÀÄÑ GvÀÛgÀ) 1 Valve man/ ªÁå¯ï ªÉÄ£ï 2 Sanitary worker /¸Áå¤Ãlj ¸Áå¤Ãlj ªÀPÀðgïì 3 Water Inspector/ ªÁlgï E£Éì÷àPÀÖgï 4 Sanitary inspector/¸Áå¤Ãlj ¸Áå¤Ãlj E£Àì÷à¥ÉPÀÖgï 5 Workers at the treatment plants/ næmïªÉÄAmï¥ÁèAmï ªÀPÀðgïì Others (Specify) EvÀgÉ_________________ _________________ 3 What is the quality of the safety tools supplied? (Multiple Response) ¸ÀÄgÀPÀëvÁ G¥ÀPÀgÀtUÀ¼À UÀÄtªÀÄlÖªÉãÀÄ? (MAzÀQÌAvÀ ºÉZÀÄÑ GvÀÛgÀ) Safety Tools ¸ÀÄgÀPÀëvÁ G¥ÀPÀgÀtUÀ¼ÀÄ Good GvÀÛªÀÄ 1 Average ªÀÄzsÀåªÀÄ 2 Safety belt/¸ÀÄgÀPÀëvÁ ¨É¯ïÖ Helmet/ ºÉ¯Éämï Rain Coat/gÉÊ£ïPÉÆÃmï Hand Gloves/PÉÊUÀªÀZÀUÀ¼ÀÄ Torch/mÁZïð Jacket/eÁPÉmï Gumboots/ UÀªÀiï§Æmï Soap/¸Á§Æ£ÀÄ Coconut oil/ PÉƧâj KuÉÚ Others (Specify) _________________ EvÀgÉ (w½¹) PAC BWSSB Page 4 Poor PÀ¼À¥É 3 AN ASSESSMENT OF BWSSB SERVICES –STAFF STAFF QUESTIONNAIRE QUESTIONNAIRE-1 d® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - ¹§âA¢AiÀÄ ¥Àæ±ÁߪÀ½ 4 How often do you get safety tools from head office for distribution? G¥ÀPÀgÀtUÀ¼À£ÀÄß «vÀj¸À®Ä ªÀÄÄRå PÀZÉÃj¬ÄAzÀ JµÀÄÖ ¸À® ¸ÀÄgÀPÀë gÀPÀëvÁ G¥ÀPÀgÀtUÀ¼À£ÀÄß ¥ÀqÉAiÀÄÄ«j? 1 Once a year//ªÀµÀðPÉÌ MAzÀÄ ¸À® Twice a year/ ªÀµÀðPÉÌ JgÀqÀÄ ¸À® 2 Thrice a year ªÀµÀðPÉÌ ªÀÄÆgÀÄ ¸À® 3 Not received till now / E°èAiÀĪÀgÉUÉ ¥ÀqÉ¢®è 4 Others/EvÀgÉ……………………………………………………… ……………………………………………………… 5 Usually from where do you receive safety tools? (Multiple Response) ¸ÁªÀiÁ£ÀåªÁV J°èAzÀ ¤ÃªÀÅ ¸ÀÄgÀPÀëvÁ G¥ÀPÀgÀtUÀ¼À£ÀÄß ¥ÀqÉAiÀÄÄ«j? (MAzÀQÌAvÀ ºÉZÀÄÑ GvÀÛgÀ) Division/ «¨sÁVÃ0iÀÄ GUÁæt 1 2 Sub division/G¥À-«¨sÁVÃ0iÀÄ GUÁæt 3 Central store/PÉÃA¢æÃ0iÀÄ GUÁæt¢AzÀ Other/EvÀgÉ ………………………………….. 6 After putting in a request, usually how long do you have to wait to receive the tools? G¥ÀPÀgÀtUÀ½UÉ ªÀÄ£À« ¸À°è¹zÀ §½PÀ CªÀÅUÀ¼À£ÀÄß ¥ÀqÉAiÀÄ®Ä JµÀÄÖ ¢£À PÁAiÀĨÉÃPÀÄ? One day/ MAzÀÄ ¢£À 1 2-3 days/2-3 ¢£ÀUÀ¼ÀÄ 2 4-7 days/4-7 ¢£ÀUÀ¼ÀÄ 3 More than a week/MAzÀÄ ªÁgÀQÌAvÀ®Æ ºÉZÀÄÑ 4 D. Support from department and the communit community E¯ÁSÉ ªÀÄvÀÄÛ ¸ÀªÀÄÄzÁ0iÀÄ¢AzÀ ¹UÀĪÀ ¨ÉA§® Support from department – usage and quality/E¯ÁSÉAiÀÄ ¨ÉA§®, §¼ÀPÉ ªÀÄvÀÄÛ UÀÄtªÀÄlÖ 1 2 3 Have you undergone any training in the last three years? PÀ¼ÉzÀ ªÀÄÆgÀÄ ªÀµÀðUÀ¼À°è ¤ÃªÀÅ AiÀiÁªÀÅzÁzÀgÀÄ vÀgÀ¨ÉÃwAi vÀgÀ¨ÉÃw ÀÄ£ÀÄß ºÉÆA¢¢ÝÃgÁ? How many trainings have you attended in the last three years? PÀ¼ÉzÀ ªÀÄÆgÀÄ ªÀµÀðUÀ¼À°è JµÀÄÖ vÀgÀ¨ÉÃwUÀ¼À°è UÀ¼À°è ¤ÃªÀÅ ¨sÁUÀªÀ»¹¢j? Yes ºËzÀÄ 1 No/ E®è 2 Q.4 One/MAzÀÄ 1 Two – five/ five/JgÀqÀÄ-LzÀÄ 2 6 - 10/ DgÀÄ-ºÀvÀÄÛ 3 More than 10/ ºÀvÀÛQÌAvÀ ºÉZÀÄÑ 4 Please provide the following details for the training programmes attended by you in the last 3 years . PÀ¼ÉzÀ ªÀÄÆgÀÄ ªÀµÀðUÀ½AzÀ ¤ÃªÀÅ ¨sÁUÀªÀ»¹zÀ vÀgÀ¨ÉÃw PÁAiÀÄðPÀæªÀÄUÀ¼À §UÉÎ PɼÀV£À ªÀiÁ»wUÀ¼À£ÀÄß ¤Ãr. Name of the training Programme vÀgÀ¨ÉÃwAiÀÄ ºÉ¸ÀgÀÄ PAC Duration of the TP (in number of days) vÀgÀ¨ÉÃwAiÀÄ CªÀ¢ü(¢£ÀUÀ¼À°è (¢£ÀUÀ¼À°è) Satisfied 1 vÀȦÛPÀgÀ Dissatisfied 2 CvÀȦÛPÀgÀ BWSSB Feedback on the training vÀgÀ¨ÉÃwAiÀÄ §UÉÎ ¤ªÀÄä C©ü¥ÁæAiÀÄ Very useful-1 vÀÄA¨Á G¥ÀAiÉÆÃUÀPÁj Somewhat useful -2 2 ¸Àé®à ªÀÄnÖUÉ G¥ÀAiÀÄÄPÀÛ Not useful – 3 G¥ÀAiÀÄÄPÀÛ«®è Suggestions for Improvement ¸ÀÄzsÁj¸À®Ä ¸À®ºÉUÀ¼ÀÄ ( Go to Question No 4.5) (¥Àæ±Éß £ÀA 4.5 C£ÀÄß £ÉÆÃr) Page 5 AN ASSESSMENT OF BWSSB SERVICES –STAFF STAFF QUESTIONNAIRE QUESTIONNAIRE-1 d® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - ¹§âA¢AiÀÄ ¥Àæ±ÁߪÀ½ A HRD Training ªÀiÁ£ÀªÀ ¸ÀA¥À£ÀÆä® vÀgÀ¨ÉÃw B Technical skills vÁAwæPÀ P˱À®å C Soft skills ¸Á¥sïÖ ¹Ì¯ïì D Safety measures ¸ÀÄgÀPÀëvÁ PÀæªÀÄUÀ¼ÀÄ 1 2 1 2 3 1 2 1 2 3 1 2 1 2 3 1 2 1 2 3 1 2 1 2 3 Other (Specify)___________ EvÀgÉ (w½¹) 4 Why have you not attended any training programme? (Multiple Response) ¤ÃªÀÅ 0iÀiÁªÀÅzÉà vÀgÀ¨ÉÃw PÁAiÀÄðPÀæªÀÄUÀ¼À°è KPÉ ¨sÁUÀªÀ»¹®è? (MAzÀQÌAvÀ ºÉZÀÄÑ GvÀÛgÀ) Interested, but did not get an opportunity to attend training programme ¨sÁUÀªÀ»¸À®Ä D¸ÀQÛ EzÉ DzÀgÉ vÀgÀ¨ÉÃw PÁAiÀÄðPÀæªÀĪÀÄzÀ°è ¨sÁUÀªÀ»¸À®Ä CªÀPÁ±À ¹UÀ°®è 2 Not allowed to attend training programme because of insufficient office strength ¹§âA¢ PÉÆgÀvɬÄAzÁV vÀgÀ¨ÉÃw PÁAiÀÄðPÀæªÀÄzÀ°è ¨sÁUÀªÀ»¸À®Ä CªÀPÁ±À PÉÆqÀ°®è 3 There is bias/favour regarding selection for training programme vÀgÀ¨ÉÃwAiÀÄ°è ¥Á¯ÉÆμÀî®Ä DAiÉÄÌAiÀÄ «zsÁ£ÀzÀ°è ¥ÀPÀë¥ÁvÀ EzÉ 4 Training programme not useful vÀgÀ¨ÉÃw PÁAiÀÄðPÀæªÀĪÀÅ ¥ÀæAiÉÆÃd£ÀPÁjAiÀiÁV®è 5 Personally not interested ªÉÊAiÀÄQÛPÀªÁV D¸ÀQ۬Įè 6 Not aware vÀgÀ¨ÉÃwAiÀÄ §UÉÎ Cj«®è 7 Any others(specify)________________________ EvÀgÉ (w½¹)__________________________ 5 Which training programmes would help you to increase your work efficiency? ¤ªÀÄä PÁAiÀÄðzÀPÀëvÉAiÀÄ£ÀÄß ºÉaѸÀ®Ä AiÀiÁªÀ vÀgÀ¨ÉÃw PÁAiÀÄðPÀæªÀÄUÀ¼ÀÄ ¸ÀºÁAiÀÄPÀªÁUÀÄvÀÛªÉ? PAC 1 Not selected by senior officer to attend training programme vÀgÀ¨ÉÃw PÁAiÀÄðPÀæªÀÄzÀ°è ¨sÁUÀªÀ»¸À®Ä »jAiÀÄ C¢üPÁjUÀ½AzÀ DAiÉÄÌUÉƼÀî°®è 1.________________________________________________________________ 2.__________________________________________________________________ 3.____________________________________________________________________ BWSSB Page 6 AN ASSESSMENT OF BWSSB SERVICES –STAFF STAFF QUESTIONNAIRE QUESTIONNAIRE-1 d® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - ¹§âA¢AiÀÄ ¥Àæ±ÁߪÀ½ 6 7 8 9 Have you attended any BWSSB programmes regarding water saving? ¤Ãj£À G½vÁAiÀÄzÀ AiÀiÁªÀÅzÁzÀgÀÄ PÁAiÀÄðPÀæªÀÄUÀ¼À°è ¤ÃªÀÅ ¨sÁUÀªÀ»¹¢ÝÃgÀ? Yes/ºËzÀÄ Have you instructed /trained your staff regarding water saving? ¤ÃªÀÅ ¤ªÀÄä ¹§âA¢UÀ½UÉ ¤Ãj£À G½vÁAiÀÄzÀ §UÉÎ vÀgÀ¨ÉÃw ¤Ãr¢ÝÃgÁ? Yes/ºËzÀÄ 1 No/E®è 2 Have you created awareness among consumers regarding saving of water? ¤ÃªÀÅ ¤ªÀÄä UÁæºÀPÀjUÉ ¤Ãj£À G½vÁAiÀÄzÀ §UÉÎ CjªÀÅ ªÀÄÆr¹¢ÝÃgÁ? Yes/ºËzÀÄ 1 No/E®è 2 What mode of communication did you use for creating awareness? AiÀiÁªÀ «zsÁ£ÀzÀ ªÀÄÆ®PÀ d£ÀjUÉ CjªÀ£ÀÄß ªÀÄÆr¸ÀÄ«j Yes, in news paper ¢£À¥ÀwæPÉUÀ¼À°è 1 Banners ¨Áå£ÀgïUÀ¼À°è Pamphlets ¥ÁA¥ÉèmïUÀ¼À°è Hoardings ¥sÀ®PÀUÀ¼À°è Website ªÉ¨ï ¸ÉÊmï£À°è Radio/ gÉÃrAiÉÆà 11 What further steps do you suggest should be taken for saving the water? ¨sÀ«µÀåzÀ°è ¤ÃgÀ£ÀÄß G½vÁAiÀÄ ªÀiÁqÀ®Ä AiÀiÁªÀ jÃwAiÀÄ PÀæªÀÄUÀ¼À£ÀÄß PÉÊUÉƼÀî¨ÉÃPÉAzÀÄ ¤ÃªÀÅ ¸À®ºÉ ¤ÃqÀÄwÛÃj? 2 3 4 5 6 7 1.__________________________________________________________________________________ 2.__________________________________________________________________________________ 3.__________________________________________________________________________________ 3.___________________________________________________________________________________ Have you received any appreciation for the work that you have done so far? E°èAiÀĪÀgÉUÉ ¤ÃªÀÅ ªÀiÁrgÀĪÀ PÉ®¸ÀUÀ½UÉ ¤ªÀÄUÉ ¥Àæ±ÀA¸É ¹QÌzÉ0iÉÄÃ? PAC Q.8 2 In TV n.« AiÀÄ°è 10 1 No/E®è Yes/ºËzÀÄ No/E®è 2 BWSSB Page 7 Q.13 AN ASSESSMENT OF BWSSB SERVICES –STAFF STAFF QUESTIONNAIRE QUESTIONNAIRE-1 d® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - ¹§âA¢AiÀÄ ¥Àæ±ÁߪÀ½ 12 What kind of appreciation have you received? (multiple response) ¤ªÀÄUÉ AiÀiÁªÀ jÃwAiÀÄ ¥Àæ±ÀA¸É ¹QÌzÉ? Formal/O¥ÀZÁjPÀ Certificate Certificate/¥Àæ±À¹Û¥ÀvÀæ 1 Appreciation through ee-mail E-ªÉÄÊ¯ï ªÉÄÊ¯ï ªÀÄÆ®PÀ ¥Àæ±ÀA¸É 2 Cash rewards ºÀtzÀ §ºÀĪÀiÁ£À 3 ‘Good Work’ entry in service register GvÀÛªÀÄ PÉ®¸À JAzÀÄ ¸ÉêÁ ¥ÀŸÀÛPÀzÀ°è £ÀªÀÄÆzÁVzÉ 4 Medals ¥ÀzÀPÀUÀ¼ÀÄ 5 Informal/ Informal/C£Ë¥ÀZÁjPÀ Praise from Senior officer »jAiÀÄ C¢üPÁj¬ÄAzÀ ºÉÆUÀ½PÉ 6 Public acknowledgement of work done PÉ®¸À ªÀiÁrzÀÝPÁÌV ¸ÁªÀðd¤PÀ ¸ÁªÀðd¤PÀjAzÀ ¥Àæ±ÀA¸ÉUÀ¼ÀÄ 7 Are you satisfied with the current mechanism of recognizing good work? ¥Àæ¸ÀÄÛvÀzÀ°ègÀĪÀ GvÀÛªÀÄ PÉ®¸ÀUÀ¼À£ÀÄß UÀÄgÀÄw¸ÀĪÀ «zsÁ£ÀUÀ½AzÀ ¤ÃªÀÅ vÀÈ¥ÀÛgÁVgÀÄ«gÁ? Yes/ºËzÀÄ 1 No/E®è 2 What would you suggest to improve the current mechanism of appreciation? ¥Àæ¸ÀÄÛvÀzÀ°è£À PÉ®¸ÀUÀ¼À£ÀÄß UÀÄgÀÄw¸ÀĪÀ «zsÁ£ÀªÀ£ÀÄß GvÀÛªÀÄUÉƽ¸À®Ä AiÀiÁªÀ ¸À®ºÉUÀ¼À£ÀÄß ¤ÃqÀÄwÛÃgÁ? 1._________________________________________________________________________________________ (MAzÀQÌAvÀ ºÉZÀÄÑ GvÀÛgÀ) Others/ EvÀgÉ ______________ 13 14 15 16 2._________________________________________________________________________________________ 3._________________________________________________________________________________________ Have you faced any disciplinary action from the department? AiÀiÁªÀÅzÁzÀgÀÄ E¯ÁSÁ ²¸ÀÄÛ PÀæªÀÄUÀ¼À£ÀÄß ¤ÃªÀÅ JzÀÄj¹¢ÝgÁ? Yes/ºËzÀÄ 1 No/E®è 2 What type of disciplinary action have you faced? (Multiple Response) AiÀiÁªÀ vÀgÀºÀzÀ ²¸ÀÄÛ PÀæªÀÄUÀ¼À£ÀÄß JzÀÄj¹¢ÝÃgÀ? (MAzÀQÌAvÀ ºÉZÀÄÑ GvÀÛgÀ) Warning/ JZÀÑjPÉ 1 Issue of show cause notice/ PÁgÀt PÉý £ÉÆÃn¸ï eÁjUÉƽ¹gÀĪÀÅzÀÄ 2 Loss of increment/ EAQæªÉÄÃAmï PÀrvÀ 3 Suspension/ CªÀiÁ£ÀvÀÄ 4 Transfer/ ªÀUÁðªÀuÉ 5 Demotion/ Demotion/ºÀÄzÉÝAiÀÄ°è »A§rÛ 6 Others /EvÀgÉ__________________________________ __________________________________ PAC Q.15 BWSSB Page 8 Q.18 AN ASSESSMENT OF BWSSB SERVICES –STAFF STAFF QUESTIONNAIRE QUESTIONNAIRE-1 d® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - ¹§âA¢AiÀÄ ¥Àæ±ÁߪÀ½ 17 18 What is your opinion on the mechanism of disciplinary action within the department? E¯ÁSÉAiÀÄ°è£À ²¸ÀÄÛ PÀæªÀÄ PÉÊUÉƼÀÄîªÀ «zsÁ£ÀzÀ §UÉÎ ¤ªÀÄä C©ü¥ÁæAiÀĪÉãÀÄ? Is there a bias in the posting of BWSSB staff within the department? d®ªÀÄAqÀ½AiÀÄ°è ¹§âA¢UÀ½UÉ ºÀÄzÉÝUÀ¼À£ÀÄß ¤ÃqÀĪÀ ¥ÀæQæAiÉÄAiÀįÉèãÁzÀgÀÄ ¥ÀPÀë¥ÁvÀ«zÉAiÉÄ? 19 How do you think this can be avoided? EzÀ£ÀÄß AiÀiÁªÀ jÃw vÀqÉUÀlÖ §ºÀÄzÀÄ? 20 Are you getting the necessary support from your reporting/higher officer? ¤ÃªÀÅ ªÀgÀ¢ ªÀiÁqÀĪÀ CxÀªÁ G£ÀßvÀ C¢üPÁjUÀ½AzÀ ¤ªÀÄUÉ ¨ÉA§® zÉÆgÀPÀÄwÛzÉAiÉÄ? 21 Why do you say so? ¤ÃªÀÅ ºÁUÉ ºÉüÀ®Ä PÁgÀtªÉãÀÄ? U Unbiased/¥ÀPÁëwÃvÀ 1 Biased/¥ÀPÀë¥ÁvÀ 2 Don’t know / can’t say UÉÆwÛ®è/ ºÉüÀ¯ÁUÀĪÀÅ¢®è 3 Yes/ºËzÀÄ 1 No/E®è 2 Yes/ºËzÀÄ 1 No/E®è 2 Excellent/ CvÀÄåvÀÛªÀÄ 1 Good/ GvÀÛªÀÄ 2 Average/ ¸ÁzsÁgÀt 3 Poor/ PÀ¼À¥É 4 Yes/ºËzÀÄ 1 No/E®è 2 Q.20 1.____________________________________________________________ 2.____________________________________________________________ 3.____________________________________________________________ Q.22 1______________________________________________________ 2______________________________________________________ 3_______________________________________________________ 22 23 How would you rate his/her support? CªÀgÀ ¨ÉA§®ªÀ£ÀÄß ¤ÃªÀÅ ºÉÃUÉ ªÀåPÀÛ¥Àr¸ÀÄ«j? Have you experienced / come across people of influence interfering in your work? ¥Àæ¨sÁ« ªÀåQÛUÀ¼ÀÄ ¤ªÀÄä PÉ®¸ÀPÁAiÀÄðUÀ¼À°è vÀ¯ÉvÀÆgÀĪÀÅzÀÄ ¤ªÀÄäû C£ÀĨsÀªÀPÉÌ §A¢zÉAiÉÄ? PAC BWSSB Page 9 Q.27 AN ASSESSMENT OF BWSSB SERVICES –STAFF STAFF QUESTIONNAIRE QUESTIONNAIRE-1 d® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - ¹§âA¢AiÀÄ ¥Àæ±ÁߪÀ½ 24 Who are these people of influence?(Multiple response) D ¥Àæ¨sÁ« ªÀåQÛUÀ¼ÀÄ AiÀiÁgÀÄ? (MAzÀQÌAvÀ ºÉZÀÄÑ GvÀÛgÀ) Local politicians ¸ÀܽÃAiÀÄ gÁdPÁgÀtÂUÀ¼ÀÄ 1 People around politicians gÁdPÁgÀt tÂUÀ¼À ¸ÀÄvÀÛ°gÀĪÀ d£ÀgÀÄ 2 Influential leaders from the locality ¸ÀܽÃAiÀÄ ¥Àæ¨sÁ« £ÁAiÀÄPÀgÀÄ 3 Officials from same department EzÉà E¯ÁSÉAiÀÄ C¢üPÁjUÀ¼ÀÄ NGOs /¸ÀPÁðgÉÃvÀgÀ ¸ÀPÁðgÉÃvÀgÀ ¸ÀA¸ÉÜUÀ¼ÀÄ 4 5 Higher department officers/ E¯ÁSÉAiÀÄ »jAiÀÄ C¢üPÁjUÀ¼ÀÄ 6 Officials from other government departments ¸ÀPÁðgÀzÀ ¨ÉÃgÉ E¯ÁSÉAiÀÄ C¢üPÁjUÀ¼ÀÄ 7 Media ªÀiÁzsÀåªÀÄ Others/EvÀgÉ EvÀgÉ ________________________ 25 26 27 28 29 Has this interference / involvement affected your work? F ºÀ¸ÀÛPÉëÃ¥À/M¼ÀUÉƼÀÄî«PÉ ¤ªÀÄä PÉ®¸ÀzÀ ªÉÄÃ¯É ¥Àæ¨sÁªÀ ©ÃjzÉ0iÉÄÃ? If ,Yes/ ºËzÀÄ How /ºÉÃUÉ?............................................................................................................................ ?............................................................................................................................ ?.................................................................................................................................... 1 No/E®è 2 How has this influenced your work? EzÀÄ ¤ªÀÄä PÉ®¸ÀzÀ ªÉÄÃ¯É ºÉÃUÉ ¥Àæ¨sÁªÀ ©ÃjzÉ? Always constructive AiÀiÁªÁUÀ®Ä G¥À0iÀÄÄPÀÛ 1 Sometimes constructive PÉ®ªÀÅ ¨Áj G¥À0iÀÄÄPÀÛ 2 Often hindrance C£ÉÃPÀ ¸À® vÉÆAzÀgÉAiÀÄÄAlÄ ªÀiÁrgÀÄvÀÛzÉ 3 Yes/ºËzÀÄ 1 No/E®è 2 Don’t know / can’t say UÉÆwÛ®è/ ºÉüÀ¯ÁUÀĪÀÅ¢®è 3 Forthnightly ºÀ¢£ÉÊzÀÄ ¢£ÀUÀ½UÉƪÉÄä 1 In terms of community involvement, does your office conduct a Jal adalath? ¸ÀªÀÄÄzÁ0iÀÄzÀªÀgÀÄ £ÉÃgÀªÁV ¥Á¯ÉÆμÀî®Ä ¤ªÀÄä PÀbÉÃjAiÀÄÄ ¤Ãj£À DzÁ®vï £ÀqɸÀÄvÀÛzÉAiÉÄÃ? What is the frequency of Jal adalath? ¤Ãj£À DzÁ®vï JµÀÄÖ ¢£ÀUÀ½UÉƪÉÄä £ÀqɸÀÄvÀÛªÉAiÉÄ? Montly wAUÀ½UÉƪÉÄä Have you participated in any Jal adalath? ¤ÃªÀÅ AiÀiÁªÀÅzÁzÀgÀÄ ¤Ãj£À DzÁ®vï£À°è ¨sÁUÀªÀ»¹¢ÝÃgÁ PAC BWSSB 2 Once in two months JgÀqÀÄ wAUÀ½UÉƪÉÄä 3 Occasionally PÉ®ªÉǪÉÄä 4 Every time AiÀiÁªÁUÀ®Ä 1 Sometime PÉ®ªÉǪÉÄä 2 Never E®è 3 Page 10 Q.27 Go to Next section AN ASSESSMENT OF BWSSB SERVICES –STAFF STAFF QUESTIONNAIRE QUESTIONNAIRE-1 d® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - ¹§âA¢AiÀÄ ¥Àæ±ÁߪÀ½ 30 31 32 Is the Jal adalath useful to resolve the problems of citizens? ¸ÁªÀðd¤PÀgÀ ¸ÀªÀĸÉåUÀ¼À£ÀÄß §UɺÀj¸À®Ä ¤Ãj£À DzÁ®vï G¥ÀAiÉÆÃUÀPÁjAiÉÄÃ? Yes, it is useful/ ºËzÀÄ, G¥ÀAiÉÆÃUÀPÁj Can’t say/ ºÉüÀ®Ä DUÀĪÀÅ¢®è 2 3 Are the decisions taken in Jal Adalaths implemented ¤Ãj£À DzÁ®vï£À°è vÉUÉzÀÄPÉÆAqÀ ¤zsÁðgÀUÀ¼À£ÀÄß PÁAiÀÄðUÀvÀUÉƽ¸À¯Á¬ÄvÉ? Yes/ºËzÀÄ 1 No/E®è 2 What are the reasons for nonimplementation? PÁAiÀÄðUÀvÀUÉƽ¸ÀzÉ EgÀ®Ä PÁgÀtªÉãÀÄ? No, it is not /G¥ÀAiÉÆÃUÀPÁjAiÀÄ®è 1 Go to Next section 1.________________________________________________________________________________ 2.__________________________________________________________________________________ 3._________________________________________________________________________________ E. 1 2 Problem incidence, resolution and responsiveness zÀÆgÀÄ zÁR°¸ÀĪÀÅzÀÄ °¸ÀĪÀÅzÀÄ/zÁR°¹zÀ zÀÆj£À C£ÀĸÀgÀuÁ PÀæªÀÄ Have you faced any problems while performing your duty in the last one year? ¤ÃªÀÅ PÀ¼ÉzÀ MAzÀÄ ªÀµÀðzÀ°è PÉ®¸À ªÀiÁqÀĪÁUÀ AiÀiÁªÀÅzÁzÀgÀÄ vÉÆAzÀgÉUÀ¼À£ÀÄß JzÀÄj¹gÀÄ«gÁ? Yes/ºËzÀÄ 1 No/E®è 2 Q.8 Yes/ºËzÀÄ 1 Q.8 No/E®è 2 Describe the most important problems. ªÀÄÄRåªÁzÀ vÉÆAzÀgÉUÀ¼À£ÀÄß «ªÀj¹ 1.__________________________________________________________________________________________________________ 2.__________________________________________________________________________________________________________ 3._________________________________________________________________________________________________________ _______________________________________________________________________ 3 Were you able to get the problem resolved? ¤ªÀÄä vÉÆAzÀgÉUÀ¼À£ÀÄß ¥ÀjºÀj¹PÉƼÀî®Ä ¸ÁzsÀåªÁ¬ÄvÉ? PAC BWSSB Page 11 AN ASSESSMENT OF BWSSB SERVICES –STAFF STAFF QUESTIONNAIRE QUESTIONNAIRE-1 d® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - ¹§âA¢AiÀÄ ¥Àæ±ÁߪÀ½ 4 Why were you not able to get your problem resolved? (Multiple Response) vÉÆAzÀgÉUÀ¼À£ÀÄß §UɺÀj¹PÉƼÀî®Ä KPÉ ¸ÁzsåÀ ªÁUÀ°®è? (MAzÀQÌAvÀ ºÉZÀÄÑ GvÀÛgÀ) Lack of grievance redress system in the department PÀbÉÃjAiÀÄ°è vÉÆAzÀgÉUÀ¼À£ÀÄß ¤ªÁj¸ÀĪÀ ¸Àj0iÀiÁzÀ PÀæªÀÄ E®èzÉà EgÀĪÀÅzÀjAzÀ 1 Don’t know whom to contact AiÀiÁgÀ£ÀÄß ¨sÉÃn ªÀiÁqÀ¨ÉÃPÉAzÀÄ w½¢®è 2 3 No action taken by senior officer »jAiÀÄ C¢üPÁjUÀ¼ÀÄ AiÀiÁªÀÅzÉà PÀæªÀÄ PÉÊUÉÆArgÀĪÀÅ¢®è Others_______________ EvÀgÉ 5 Whom did you approach to get your problem resolved? (Multiple Response) vÉÆAzÀgÉAiÀÄ£ÀÄß ¤ªÁj¸À®Ä ¤ÃªÀÅ AiÀiÁgÀ£ÀÄß ¨sÉÃn ªÀiÁr¢j? (MAzÀQÌAvÀ ºÉZÀÄÑ GvÀÛgÀ) Immediate superior officer £À£Àß ªÉÄïÁ¢üPÁj 1 Officer at Sub Sub-division level G¥À-«¨sÁVÃAiÀÄ C¢üPÁj 2 Officer at division level «¨sÁUÀzÀ C¢üPÁj 3 Officer at BWSSB head office d®ªÀÄAqÀ½AiÀÄ ªÀÄÄRå PÀbÉÃjAiÀÄ C¢üPÁj 4 Registered Trade Unions £ÉÆAzÁ¬ÄvÀ mÉæÃqï AiÀÄƤAiÀÄ£ïUÀ¼ÀÄ 5 Influential persons ¥Àæ¨sÁ« ªÀåQÛUÀ¼ÀÄ 6 Did not approach any one AiÀiÁgÀ£ÀÆß ¨sÉÃn ªÀiÁqÀ°® qÀ°®è 7 Polite «£ÀªÀÄ ªÁVvÀÄÛ 1 Indifferent C¸ÀqÉØ 2 Rude MgÀmÁVvÀÄÛ Did not listen at all PÉý¹PÉƼÀî¯Éà E®è 3 Q.8 Others/ EvÀgÉ_______________ EvÀgÉ 6 7 How was the behavior of the authorities during your interaction? ¤ªÀÄä ¨sÉÃnAiÀÄ ¸ÀªÀÄAiÀÄzÀ°è C¢üPÁjUÀ¼À ªÀvÀð£É ºÉÃVvÀÄÛ? What suggestions do you have to improve the grievance redress mechanisms for the staff within BWSSB? d®ªÀÄAqÀ½AiÀÄ ¹§âA¢AiÀÄ zÀÆgÀÄUÀ¼À ¤ªÀðºÀuÉAiÀÄ£ÀÄß GvÀÛªÀÄUÉƽ¸À®Ä ¤ªÀÄä ¸À®ºÉUÀ¼ÉãÀÄ? 1._______________________________________________________________________________________________________________ 2._______________________________________________________________________________________________________________ 3._______________________________________________________________________________________________________________ PAC BWSSB Page 12 4 AN ASSESSMENT OF BWSSB SERVICES –STAFF STAFF QUESTIONNAIRE QUESTIONNAIRE-1 d® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - ¹§âA¢AiÀÄ ¥Àæ±ÁߪÀ½ 8 9 10 11 Are you aware of any incidence where consumers use motors to pump water directly from the water line avoiding the water meter? ªÁlgï «ÄÃlgï£ÀÄß ºÉÆgÀvÀÄ ¥Àr¹ ªÀÄÄRå ªÁlgï ¥ÉÊ¥ï¤AzÀ ¤ÃgÀ£ÀÄß ªÉÆlgï ªÀÄÆ®PÀ ¥ÀA¥ï ªÀiÁqÀĪÀ AiÀiÁªÀÅzÁzÀgÀÄ WÀl£ÉAiÀÄ §UÉÎ ¤ªÀÄUÉ Cj«zÉAiÉÄ? Yes/ºËzÀÄ 1 No/E®è 2 Disconnected the motor/ ªÉÆÃlgï ¸ÀA¥ÀPÀðªÀ£ÀÄß gÀzÀÄÝ¥Àr¹zÉÝÃªÉ 1 Regularize the connection ¸ÀA¥ÀPÀðªÀ£ÀÄß ¸ÀPÀæªÀÄUÉƽ¸ÀĪÀÅzÀÄ 2 No action taken so far/Ai AiÀiÁªÀÅzÉà PÀæªÀÄ vÉUÉzÀÄPÉÆAr®è 3 Are you aware of any illegal water connections in your jurisdiction? ¤ªÀÄä PÁAiÀÄðªÁå¦ÛAiÀÄ°è AiÀiÁªÀÅzÁzÀgÀÆ CPÀæªÀÄ ¤Ãj£À ¸ÀA¥ÀPÀð ºÉÆA¢gÀĪÀ §UÉÎ ¤ªÀÄUÉ Cj«zÉAiÉÄÃ? Yes/ºËzÀÄ 1 No/E®è 2 What action did you take to curb illegal connections? (multiple response) CPÀæªÀÄ ¸ÀA¥ÀPÀðªÀ£ÀÄß ºÀwÛPÀÌ®Æ AiÀiÁªÀ jÃwAiÀÄ PÁ£ÀÆ£ÀÄ PÀæªÀÄ PÉÊUÉƼÀÄîwÛÃgÁ?( MAzÀQÌAvÀ ºÉZÀÄÑ GvÀÛgÀ) Disconnect/¸ÀA¥ÀPÀðªÀ£ÀÄß ¸ÀA¥ÀPÀðªÀ£ÀÄß PÀrvÀUÉƽ¸ÀĪÀÅzÀÄ How have you tackled this issue? F ¸ÀªÀĸÉåAiÀÄ£ÀÄß ºÉÃUÉ ¤¨sÁ¬Ä¹¢j? Q.10 Levy Penalty/ zÀAqÀ «¢ü¸ÀĪÀÅzÀÄ Legalize the connection with proper procedure/ ¸ÀA¥ÀPÀðªÀ£ÀÄß PÁ£ÀÆ£ÀħzÀÞªÁV ¤ÃqÀĪÀÅzÀÄ All the above/ ªÉÄð£À K¯Áè Others/ EvÀgÉ ……………………………………… ………………………………………… ……………………………………… F- Process of lodging/following up a complaint zÀÆgÀÄ zÁR°¸ÀĪÀ ªÀÄvÀÄÛ CzÀ£ÀÄß C£ÀĸÀj¸ÀĪÀ PÀæªÀÄ 1 As per your experience , what do you do if a person comes to register a compliant? (Multiple Response) ¤ªÀÄä C£ÀĨsÀªÀzÀ ¥ÀæPÁgÀ, UÁæºÀPÀgÀÄ zÀÆgÀÄ zÁR°¸À®Ä §AzÀgÉ K£ÀÄ PÀæªÀÄ PÉÊUÉƼÀÄî«j? (MAzÀQÌAvÀ ºÉZÀÄÑ GvÀÛgÀ) PAC Write it in complaint register jf¸ÀÖgï£À°è zÀÆgÀÄ zÁR°¹PÉƼÀÄîvÉÛÃªÉ Receive oral complaint ªÀiËTPÀªÁV zÀÆgÀÄ vÉUÉzÀÄPÉƼÀÄîvÉÛÃªÉ 1 2 Advise to go to the office of the relevant jurisdiction ¸ÀA§AzsÀ¥ÀlÖ PÀbÉÃjUÉ vÉgÀ¼À®Ä ¸ÀÆa¸ÀÄvÉÛÃªÉ 3 Solve on the spot vÀPÀëtªÉà ¸ÀªÀĸÉåAiÀÄ£ÀÄß §UɺÀj¸ÀÄvÉÛÃªÉ 4 No action taken/Ai AiÀiÁªÀÅzÉà PÀæªÀÄ vÉUÉzÀÄPÉƼÀÄîªÀÅ¢®è 5 BWSSB Page 13 Go to Next section AN ASSESSMENT OF BWSSB SERVICES –STAFF STAFF QUESTIONNAIRE QUESTIONNAIRE-1 d® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - ¹§âA¢AiÀÄ ¥Àæ±ÁߪÀ½ 2 Do you give any acknowledgement to the complainant? UÁæºÀPÀgÀÄ zÀÆgÀÄ zÁR°¹zÀÝPÉÌ ¤ÃªÀÅ AiÀiÁªÀÅzÁzÀgÀÄ ¹éÃPÀÈw ¤ÃqÀÄwÛÃgÁ? 3 Yes, in the form printed/ hand written receipt with office seal ºËzÀÄ, PÀZÉÃjAiÀÄ ªÉƺÀj£ÉÆA¢UÉ ªÀÄÄ¢ævÀ/PÉÊ /PÉÊ §gÀºÀzÀ ¹éÃPÀÈw 1 Take only contact details of the complainant zÀÆgÀÄ ¤ÃrzÀªÀgÀ ¸ÀA¥ÀPÀ𠫪ÀgÀªÀ£ÀÄß vÉUÉzÀÄPÉƼÀÄîvÉÛÃªÉ 2 No E®è 3 What kind of complaints do you receive from the consumers? ¤ÃªÀÅ UÁæºÀPÀjAzÀ AiÀiÁªÀ jÃwAiÀÄ zÀÆgÀÄUÀ¼À£ÀÄß ¹éÃPÀj¸ÀÄwÛÃgÁ? gÁ 1.___________________________________________________________________________________________________________________ 1.___________________________________________________________________________________________________________________ 2.____________________________________________________________________________________________________________________ 2.____________________________________________________________________________________________________________________ 3.__________________________________________________________________________________________________________________ ___________________________________________________________________________________________________ G - Corruption/¨sÀæµÁÖZÁgÀ 1 2 How do you view corruption? ¨sÀæµÁÖZÁgÀzÀ §UÉÎ ¤ªÀÄä C©ü¥ÁæAiÀĪÉãÀÄ? Not a major problem, human nature zÉÆqÀØ ¸ÀªÀĸÉå0iÀÄ®è, CzÀÄ ªÀiÁ£ÀªÀ£À ¸ÀºÀd UÀÄt 1 Cannot be avoided vÀqÉAiÀÄ®Ä C¸ÁzsÀå 2 Should be eliminated ºÉÆgÀ ºÁPÀ¨ÉÃPÀÄ 3 What are your suggestions for ending corruption in the department? E¯ÁSÉAiÀÄ°è ¨sÀæµÁÖZÁgÀ vÀqÉAiÀÄ®Ä ¤ªÀÄä ¸À®ºÉUÀ¼ÉãÀÄ? 1._________________________________________________________________________________________________________________ 2._________________________________________________________________________________________________________________ 3. ________________________________________________________________________________________________________________ H -Support from BWSSB / d®ªÀÄAqÀ½AiÀÄ ¸ÀºÁAiÀÄvÀ£À 1 Iss the department providing you with the following facilities? ¤ªÀÄä E¯ÁSɬÄAzÀ PɼÀV£À ¸Ë®¨sÀåUÀ¼ÀÄ zÉÆgÀPÀÄwÛzÉAiÉÄ? 2 Facilities ¸Ë®¨sÀåUÀ¼ÀÄ PAC Provided 1 ¤ÃqÀ¯ÁUÀÄwÛzÉ Not provided 2 ¤ÃqÀÄwÛ®è Not applicable 3 C£Àé¬Ä¸ÀĪÀÅ¢®è (Go to 8.4 if any facility was not provided) Opinion on the facility ¸Ë®¨sÀåUÀ¼À §UÉÎ C©ü¥ÁæAiÀÄ Completely satisfied=1 ¸ÀA¥ÀÇtðªÁV vÀȦÛAiÀiÁVzÉ = 1 Partly satisfied =2 ¨sÁUÀ±ÀB vÀȦÛPÀgÀ = 2 Dissatisfied – 3 CvÀȦÛPÀgÀ = 3 BWSSB Suggestions for Improvement (for those mentioning partial satisfaction and dissatisfaction) GvÀÛªÀÄUÉƽ¸À®Ä ¸À®ºÉUÀ¼ÀÄ (¨sÁUÀ±ÀB vÀȦÛPÀgÀ ºÁUÀÆ CvÀȦÛPÀgÀ JAzÀÄ £ÀªÀÄÆ¢¹gÀĪÀªÀjUÉ ) Page 14 AN ASSESSMENT OF BWSSB SERVICES –STAFF STAFF QUESTIONNAIRE QUESTIONNAIRE-1 d® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - ¹§âA¢AiÀÄ ¥Àæ±ÁߪÀ½ 1 Iss the department providing you with the following facilities? ¤ªÀÄä E¯ÁSɬÄAzÀ PɼÀV£À ¸Ë®¨sÀåUÀ¼ÀÄ zÉÆgÀPÀÄwÛzÉAiÉÄ? A Housing Loan 1 2 3 1 2 3 1 2 3 1 2 3 1 2 3 1 2 3 UÀȺÀ ¸Á® B Education Loan ²PÀët ¸Á® C Health Insurance coverage DgÉÆÃUÀå «ªÀiÁ ¸Ë®¨sÀå 3 Does the department support you at times of family need / crises? ¤ªÀÄä PËlÄA©PÀ CªÀ±ÀåPÀvÉ/vÉÆAzÀgÉUÀ½UÉ E¯ÁSÉAiÀÄÄ ¸ÀºÁAiÀÄ ¤ÃqÀÄwÛzÉAiÉÄ? 4 Yes/ºËzÀÄ No/E®è How does the department support you? E¯ÁSÉ ºÉÃUÉ ¤ªÀÄUÉ ¸ÀºÁAiÀÄ ªÀiÁqÀÄvÀÛzÉ? 1 2 Financial help/compensation ºÀtPÁ¹£À £ÉgÀªÀÅ/¥ÀjºÁgÀ zsÀ£À 1 Counseling D¥ÀÛ¸¸ÀªÀi ÀªÀiÁ¯ÉÆÃZÀ£É £ÀqɸÀĪÀÅzÀÄ 2 Q.5 Others /EvÀgÉ __________________ 5 Who supports you in times of family need / crises? ¤ªÀÄä PËlÄA©PÀ CªÀ±ÀåPÀvÉ/vÉÆAzÀgÉUÀ½UÉ vÉÆAzÀgÉUÀ½UÉ AiÀiÁgÀÄ ¸ÀºÁAiÀÄ ªÀiÁqÀÄvÁÛgÉ? Relatives / friends §AzsÀÄUÀ¼ÀÄ/¸ÉßûvÀgÀÄ 1 CSOs / NGOs ¹.J¸ï.M UÀ¼ÀÄ/J£ï.f.M UÀ¼ÀÄ 2 Influential people ¥Àæ¨sÁ« ªÀåQÛUÀ¼ÀÄ 3 Others /EvÀgÉ ____________________ 6 What support do you expect from BWSSB in case of a family need / crises? d® ªÀÄAqÀ½AiÀÄÄ ¤ªÀÄä PËlÄA©PÀ CªÀ±ÀåPÀvÉ/vÉÆAzÀgÉUÀ½UÉ ºÉÃUÉ ¸ÀºÁAiÀÄ ªÀiÁqÀĨÉÃPÉAzÀÄ ¤ÃªÀÅ C¥ÉÃQë¸ÀÄ«j? 1.___________________________________________________________________________ 2.___________________________________________________________________________ 3.___________________________________________________________________________ 7 8 Were you given any opportunity in the department to come up with new or innovative ideas to act upon? E¯ÁSÉAiÀÄ°è £ÀÆvÀ£À D«µÁÌgÀUÀ¼À£ÀÄß ªÀåPÀÛ¥Àr¸À®Ä ¤ªÀÄUÉ CªÀPÁ±À ¤ÃqÀ¯Á¬ÄvÉÃ? Yes/ºËzÀÄ 1 No/E®è 2 Give an example where your innovativeness was appreciated. ¤ªÀÄä D«µÁÌgÀUÀ¼À£ÀÄß ºÉÆUÀ½zÀ AiÀiÁªÀÅzÁzÀgÀÄ GzÁºÀgÀuÉUÀ¼À£ÀÄß w½¹. 1.___________________________________________________________________________________________________________ 1.___________________________________________________________________________________________________________ 2.___________________________________________________________________________________________________________ 3.___________________________________________________________________________________________________________ PAC BWSSB Page 15 Q.10 AN ASSESSMENT OF BWSSB SERVICES –STAFF STAFF QUESTIONNAIRE QUESTIONNAIRE-1 d® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - ¹§âA¢AiÀÄ ¥Àæ±ÁߪÀ½ 9 10 Have you experienced any changes in your department in the past 3 years? PÀ¼ÉzÀ 3 ªÀµÀðUÀ¼À°è ¤ªÀÄä E¯ÁSÉAiÀÄ°è AiÀiÁªÀÅzÁzÀgÀÄ ªÀiÁ¥ÁðqÀÄUÀ¼ÁVªÉAiÉÄAzÀÄ ¤ªÀÄUÉ C£ÀĨsÀªÀ DVzÉAiÉÄ? Yes/ºËzÀÄ 1 No/E®è 2 Go to Next section List out three positive and negative changes that you have experienced in the last 3 years in your Department ? ¤ªÀÄä C£ÀĨsÀªÀPÉÌ §A¢gÀĪÀ AiÀiÁªÀÅzÁzÀgÀÄ ªÀÄÆgÀÄ zsÀ£ÁvÀäPÀ ªÀÄvÀÄÛ IÄuÁvÀäPÀ ªÀiÁ¥ÁðqÀÄUÀ¼À£ÀÄß ¥ÀnÖ ªÀiÁr POSITIVE CHANGES /zsÀ£ÁvÀäPÀ §zÀ¯ÁªÀuÉ 1.__________________________________________________________________ 2.___________________________________________ ________________________ 3.____________________________________________________________________ NEGATIVE CHANGES/ IÄuÁvÀäPÀ §zÀ¯ÁªÀuÉ 1.__________________________________________ 1._________________________________________________________________ 2.___________________________________________ _______________________ 3._________________________________________________________________ I- 1 2 Finacial Aspects(only for EE)/ºÀtPÁ¹£À «µÀAiÀÄ Are you aware of funds received by your office? ¤ªÀÄä PÀZÉÃjUÉ ¹UÀĪÀ ºÀtPÁ¹£À §UÉÎ ¤ªÀÄUÉ w½¢zÉAiÉÄÃ? For what purposes are those funds utilized? (multiple response) F ºÀtPÁ¸À£ÀÄß AiÀiÁªÀ GzÉÝñÀPÉÌ §¼À¹PÉƼÀî¯ÁUÀĪÀÅzÀÄ? Yes/ºËzÀÄ 1 No/E®è 2 Go to Next section To buy stationery ¯ÉÃR£À ¸ÁªÀiÁVæUÀ¼À£ÀÄß PÉƼÀî®Ä 1 For maintenance of the office office/ PÀZÉÃjAiÀÄ ¤ªÀðºÀuÉUÉ 2 To buy materials ¸ÁªÀiÁVæUÀ¼À£ÀÄß PÉƼÀî®Ä 3 To buy office furniture PÀZÉÃjAiÀÄ ¦ÃoÉÆÃ¥ÀPÀgÀt PÉƼÀî®Ä 4 To hire private staff in emergency vÀÄvÀÄð ¸ÀªÀÄAiÀÄzÀ°è SÁ¸ÀV ¹§âA¢AiÀÄ£ÀÄß £ÉëĹPÉƼÀî®Ä To fund unforeseen contingencies C¤jÃQëvvÀÀ PÁgÀtUÀ½UÁV 5 6 Others/ EvÀgÉ ______________________ 3 4 Do you need any additional facilities / funds that will help you perform better? GvÀÛªÀÄ PÉ®¸À ¤ªÀðºÀuÉUÉ ºÉZÀÄѪÀj ºÀtPÁ¹£À/¸Ë®¨sÀåUÀ¼À £ÉgÀªÀÅ ¨ÉÃPÉ? Yes/ºËzÀÄ 1 No/E®è 2 Go to Next section What are they? CªÀÅ AiÀiÁªÀŪÀÅ? 1.___________________________________________________________________________________________________________________________ 1.______________________________________________________________________________________________________________________________ 2.___________________________________________________________________________________________________________________________ 2._______________________________________________________________________________________________________________________________ 3.___________________________________________________________________________________________________________________________ 3._______________________________________________________________________________________________________________________________ PAC BWSSB Page 16 AN ASSESSMENT OF BWSSB SERVICES –STAFF STAFF QUESTIONNAIRE QUESTIONNAIRE-1 d® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - ¹§âA¢AiÀÄ ¥Àæ±ÁߪÀ½ Only EE in the Divisional office «¨sÁUÀzÀ EE UÉ ªÀiÁvÀæ PÉý 5 Details of funds allocated to the office PÀbÉÃjUÉ ºÀAaPÉAiÀiÁzÀ ¤¢ü(ºÀt) «ªÀgÀ Name of the fund/ ¤¢üAiÀÄ ºÉ¸ÀgÀÄ A Imprest amount PÉÊ ºÀt B Temporary advance Whether allocated ºÀAaPÉAiÀiÁVzÉ AiÉÄ Yes -1 ºËzÀÄ No-2 E®è Received ¥ÀqÉAiÀįÁ VzÉ Yes -1 ºËzÀÄ No-2 E®è Whether received regularly AiÀiÁªÁUÀ®Ä ¥ÀqɬÄwÛ¢ÝÃgÁ ? Yes -1 ºËzÀÄ No-2 E®è Amoun t R Receive d ¥ÀqÉzÀ ºÀt (in Rs.) ((gÀÆUÀ¼À °è) Amount sufficient ºÀt ¸ÁPÁVzÉAiÉÄ Yes -1 ºËzÀÄ No-2 E®è Additional funds required ºÉZÀÄѪÀj ¸ÀºÁAiÀÄ ¤¢üAiÀÄ CªÀ±ÀåPÀvÉ (in Rs.) (gÀÆUÀ¼À°è) Others/EvÀgÉ _____________________________________________ J- Details of working staff/PÁAiÀÄð¤ªÀð»¸ÀÄwÛÛgÀĪÀ ¹§âA¢AiÀÄ «ªÀgÀ (INSTRUCTION: Take information from only AEE in the Sub-Divisional office ¸ÀÆZÀ£É: G¥À-«¨sÁUÀzÀ JEE ¬ÄAzÀ ªÀiÁ»w ¥ÀqɬÄj ) 1 Status of sanctioned posts and positioned staff in the Sub-Division/SWM/Kaveri /SWM/Kaveri head works G¥À «¨sÁUÀ/ ±ÀÄ¢ÞÃPÀgÀt WÀlPÀ/PÁªÉÃj ºÉqï ªÀPïìð PÁAiÀÄð¤ªÀð»¸ÀÄwÛgÀĪÀ ¹§âA¢UÀ¼À ªÀÄAdÆgÁzÀ ºÁUÀÆ PÁAiÀÄð¤ªÀð»¸ÀĪÀ ¹§âA¢UÀ¼À ªÀiÁ»w Staff/¹§âA¢ No. of Posts/ºÀÄzÉÝ ºÀÄzÉÝUÀ¼À ¸ÀASÉå Sanctioned/ªÀÄAdÆgÁzÀ ºÀÄzÉÝUÀ¼ÀÄ Male ¥ÀÅgÀĵÀ Female ªÀÄ»¼É Total MlÄÖ positioned /PÁAiÀÄ𠤪Àð»¸ÀÄwÛgÀĪÀ ºÀÄzÉÝUÀ¼ÀÄ Male ¥ÀÅgÀĵÀ Female ªÀÄ»¼É Total MlÄÖ Are the sanctioned posts sufficient? ªÀÄAdÆgÁzÀ ºÀÄzÉÝUÀ¼ÀÄ ¸ÁPÀ¶ÖªÉ0iÉÄ? Yes/ ºËzÀÄ 1 No/ E®è2 A Assistant Executive Engineer (AEE) ¸ÀºÁAiÀÄPÀ PÁAiÀÄð¤ªÁðºÀPÀ EAf¤AiÀÄgï (J.E.E) 1 2 B Assistant Engineer (AE) ¸ÀºÁAiÀÄPÀ EAf¤AiÀÄgï (J.E) 1 2 C Junior Engineer (JE) QjAiÀÄ EAf¤AiÀÄgï (eÉ.E) 1 2 D Senior water inspector /water inspector, 1 2 PAC BWSSB If no,number of additional staff required E®è JAzÀgÉ, CªÀ±Àå«gÀĪÀ ºÉZÀÄѪÀj ¹§âA¢UÀ¼À ¸ÀASÉå Page 17 AN ASSESSMENT OF BWSSB SERVICES –STAFF STAFF QUESTIONNAIRE QUESTIONNAIRE-1 d® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - ¹§âA¢AiÀÄ ¥Àæ±ÁߪÀ½ E Valve man 1 2 F Meter Reader 1 2 G Sanitary inspector/worker 1 2 H Staff from the Cauvery Head Works, Treatment plants, pumping stations 1 2 I Staff from Wastewater Management 1 2 J Driver/ ZÁ®PÀgÀÄ 1 2 2 Are you able to discharge your duties with the current staff strength? ¥Àæ¸ÀÄÛvÀ EgÀĪÀ ¹§âA¢UÀ½AzÀ ¸ÀªÀÄxÀðªÁV PÁ0iÀÄð¤ªÀð»¸À®Ä ¤ªÀÄUÉ ¸ÁzsÀåªÁUÀÄwÛzÉ0iÉÄÃ? 3 Why are you not able to manage? (multiple response) ¸ÀªÀÄxÀðªÁV PÉ®¸À ¤ªÀð»¸À®Ä KPÉ ¸ÁzsÀåªÁUÀÄwÛ®è? (MAzÀQÌAvÀ ºÉZÀÄÑ GvÀÛgÀ) Yes/ºËzÀÄ 1 Q.4 No/E®è 2 Many of the posts are vacant ºÀ®ªÀÅ ¸ÁÜ£ÀUÀ¼ÀÄ SÁ° E EgÀĪÀÅzÀÄ 1 Sanctioned strength insufficient ªÀÄAdÆgÁzÀ ¹§âA¢AiÀÄ ¸ÀASÉå PÀrªÉÄ E EgÀĪÀÅzÀÄ 2 Staff with low competency ¹§âA¢UÀ¼À°è ¸ÁªÀÄxÀåð PÀrªÉÄ EgÀĪÀÅzÀÄ 3 Most of the staff are physically not fit ºÀ®ªÀÅ ¹§âA¢UÀ¼ÀÄ zÉÊ»PÀªÁV ¸ÀªÀÄxÀðgÁVgÀĪÀÅ¢®è 4 Others /EvÀgÉ __________________________ 4 What are the three most important actions that need to be taken to improve your work? ¤ªÀÄä PÉ®¸ÀªÀ£ÀÄß GvÀÛªÀÄUÉƽ¸À®Ä ªÀÄÆgÀÄ ªÀÄÄRåªÁzÀ ¸ÀÄzsÁgÀuÁ PÀæªÀÄUÀ¼À£ÀÄß w½¹. 1._______________________________________________________________________________________________ 2._______________________________________________________________________________________________ 3.________________________________________________________ 3.________________________________________________________________________________________________ K- Application process for getting a new water and sewerage age connection ¤ÃgÀÄ ªÀÄvÀÄÛ M¼ÀZÀgÀArUÉ ºÉƸÀ ¸ÀA¥ÀPÀð ¥ÀqÉAiÀÄĪÀ CfðAiÀÄ «zsÁ£À 1 What is the normal process for getting ting a new connection? (Multiple Response) ºÉƸÀ ¸ÀA¥ÀPÀð ¥ÀqÉAiÀÄÄzÀPÉÌ EgÀĪÀ ¸ÁªÀiÁ£Àå «zsÁ£ÀªÉãÀÄ? (MAzÀQÌAvÀ ºÉZÀÄÑ GvÀÛgÀ) Consumer approaches the office directly UÁæºÀPÀgÀÄ PÀbÉÃjAiÀÄ£ÀÄß £ÉÃgÀªÁV ¸ÀA¥ÀQð¸À¨ÉÃPÀÄ 1 Through licensed plumber only UÀÄwÛUÉzÁgÀgÀ ªÀÄÆ®PÀ ªÀiÁvÀæ ¸ÀA¥ÀQð¸À¨ÉÃPÀÄ 2 Online application D£ï¯ÉÊ£ï ªÀÄÆ®PÀ Cfð ¸À°è¸ÀĪÀÅzÀÄ Others /EvÀgÉ ___________________ PAC BWSSB Page 18 3 AN ASSESSMENT OF BWSSB SERVICES –STAFF STAFF QUESTIONNAIRE QUESTIONNAIRE-1 d® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - ¹§âA¢AiÀÄ ¥Àæ±ÁߪÀ½ 2 Along with application what are the supporting documents to be submitted by the consumer? (Multiple Response) UÁæºÀPÀgÀÄ CfðAiÉÆA¢UÉ ¸À°è¸À¨ÉÃPÁzÀ ¥ÀÇgÀPÀ zÁR¯ÉUÀ¼ÁªÀŪÀÅ? (MAzÀQÌAvÀ ºÉZÀÄÑ GvÀÛgÀ) BBMP/Municipality/BDA building Sanctioned plan ©©JA¦ ªÀÄĤ¹¥Á°n/©rJAiÀÄ ªÀÄÆAdÆgÁzÀ AiÉÆÃd£ ÆÃd£É 1 BBMP/Municipality/BDA latest tax paid receipt ©©JA¦/ªÀÄĤ¹¥Á°n/©rJAiÀÄ EwÛÃa£À PÀAzÁAiÀÄ gÀ²Ã¢ 2 Occupancy Certificate issued by BBMP/Municipality/BDA(( only for apartments having 4 storey’s) ©©JA¦/ªÀÄĤ¹¥Á°n/©rJ ¤ÃrgÀĪÀ ªÁ¸À ¥ÀæªÀiÁt ¥ÀvÀæ((4 4 CAvÀ¹Û£À C¥ÁlðªÉÄAmï ºÉÆA¢gÀĪÀ PÀlÖqÀUÀ½UÉ ªÀiÁvÀæ) 3 Road Cutting Endorsement with challan issued by BBMP/Municipality/BDA gÀ¸ÉÛ CUÉAiÀÄĪÀÅzÀPÉÌ ©©JA¦/ªÀÄĤ¹¥Á°n/©rJ¬ÄAzÀ ¥ÀqÉzÀ zsÀÈrÃPÀgÀt, ZÉ®£ï£ÉÆA¢UÉ 4 5 All the aabove/ ªÉÄðgÀĪÀ J¯Áè 3 How long does it take for sanction after submission of the application? Cfð ¸À°è¹zÀ £ÀAvÀgÀ ¸ÀA¥ÀPÀð ªÀÄAdÆgÁUÀ®Ä JµÀÄÖ ¸ÀªÀÄAiÀÄ ¨ÉÃPÀÄ? 1 to 2 month 1 jAzÀ 2 wAUÀ¼ÀÄ 1 2 to 3 months 2 2 jAzÀ 3 wAUÀ¼ÀÄ 2 More than 3 months 3 wAUÀ½VAvÀ ºÉZÀÄÑ 3 Others //EvÀgÉ ________________ 4 On an average in a month how many new connections are approved? MAzÀÄ wAUÀ¼À°è ¸ÀgÁ¸Àj JµÀÄÖ ¸ÀA¥ÀPÀðUÀ¼ÀÄ ªÀÄAdÆgÁUÀÄvÀÛªÉ? 5 What problems do you face while providing a new connection? ºÉƸÀ ¸ÀA¥ÀPÀð ªÀÄAdÆgÀÄ ªÀiÁqÀĪÀ ¸ÀªÀÄAiÀÄzÀ°è ¤ÃªÀÅ AiÀiÁªÀ ¸ÀªÀĸÉåUÀ¼À£ÀÄß JzÀÄj¸ÀÄwÛÃj? Number__________ ¸ÀASÉå _________ At the time of approval 1._______________________________________________________ 2.______________________________________________________ 3.________________________________________________________ At the time of installation 1._______________________________________________________ 2.______________________________________________________ 3.__________________________________________________ 3.________________________________________________________ 6 What suggestions do you have for improving the process of applying for new connection? ºÉƸÀ ¸ÀA¥ÀPÀð ¥ÀqÉAiÀÄĪÀ PÁAiÀÄðªÀ£ÀÄß GvÀÛªÀÄUÉƽ¸À®Ä ¤ªÀÄä ¸À®ºÉUÀ¼ÉãÀÄ? 1.________________________________________________________ 2.________________________________________________________ 3.________________________________________________________ PAC BWSSB Page 19 AN ASSESSMENT OF BWSSB SERVICES –STAFF STAFF QUESTIONNAIRE QUESTIONNAIRE-1 d® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - ¹§âA¢AiÀÄ ¥Àæ±ÁߪÀ½ 7 What is your feedback regarding installation by licensed plumber? (Multiple Responses) ¥ÀgÀªÁ£ÀV ¥ÀqÉzÀ UÀÄwÛUÉzÁgÀgÀÄ ªÀiÁqÀĪÀ E£Àì÷Ö¯ÉñÀ£ï §UÉÎ C©ü¥ÁæAiÀÄ K£ÀÄ? (MAzÀQÌAvÀ ºÉZÀÄÑ GvÀÛgÀ) Use of poor quality materials PÀrªÉÄ UÀÄtªÀÄlÖzÀ ¸ÁªÀiÁVæUÀ¼À£ÀÄß §¼À¸ÀĪÀÅzÀÄ 1 Proper installation procedure not followed ¸ÀjAiÀiÁzÀ C£ÀĵÁ×£À «zsÁ£ÀªÀ£ÀÄß C£ÀĸÀj¹®è 2 Charging high fees for installation from consumers §¼ÀPÉzÁgÀjAzÀ E£Àì÷Ö¯ÉñÀ£ïUÉ ºÉZÀÄÑ ±ÀĮ̪À£ÀÄß ¥ÀqÉAiÀÄĪÀÅzÀÄ 3 Others/EvÀgÉ ______________________ 8 What is your feedback regarding the water billing system in terms of amount? ¤Ãj£À ©¯ïªÉÆvÀÛzÀ ªÀåªÀ¸ÉÜAiÀÄ §UÉÎ ¤ªÀÄä C¤¹PÉ K£ÀÄ? 1.________________________________________________________ 2.________________________________________________________ 3.________________________________________________________ L- Awareness about BWSSB/ BWSSB d®ªÀÄAqÀ½ 1 2 3 Are you aware of the Information booklet (Our Consumer Charter) brought out by BWSSB? d®ªÀÄAqÀ½AiÀÄÄ ºÉÆgÀvÀA¢gÀĪÀ ‘£ÀªÀÄä UÁæºÀPÀgÀ PÉʦrAiÀÄ’’ §UÉÎ ¤ªÀÄUÉ Cj«zÉAiÉÄ? Yes ºËzÀÄ No/E®è Have you seen the Information booklet (Our Consumer Charter)? d®ªÀÄAqÀ½AiÀÄÄ ºÉÆgÀvÀA¢gÀĪÀ ‘£ÀªÀÄä UÁæºÀPÀgÀ PÉʦrAi AiÀÄ£ÀÄß ¤ÃªÀÅ £ÉÆÃr¢ÝÃgÁ? How does the Information booklet (Our Consumer Charter) help consumers? (Multiple Response) F PÉʦr UÁæºÀPÀjUÉ ºÉÃUÉ G¥ÀAiÉÆÃUÀªÁUÀÄvÀÛzÉ? (MAzÀQÌAvÀ ºÉZÀÄÑ GvÀÛgÀ) 1 2 Yes ºËzÀÄ 1 No/E®è 2 During the process of application Cfð ¥ÀæQæAiÉÄAiÀÄ ¸ÀªÀÄAiÀÄzÀ°è 1 To get connection ¸ÀA¥ÀPÀð ¥ÀqÉAiÀÄ®Ä 2 To lodge complaint zÀÆgÀÄ zÁR°¸À®Ä 3 During payment of bills ©¯ï ¥ÁªÀw¸ÀĪÀ ¸ÀªÀÄAiÀÄzÀ°è 4 Did not help ¸ÀºÁAiÀÄPÀªÁV®è Q.4 Q.4 5 Others/EvÀgÉ…………………………………………………….. EvÀgÉ…………………………………………………….. 4 Have you seen the BWSSB website Yes/ºËzÀÄ http://www.bwssb.org? 1 d®ªÀÄAqÀ½ ªÉ¨ï¸ÉÊmï £ÉÆÃr¢ÝÃgÀ? 5 Is the BWSSB Website user friendly? d®ªÀÄAqÀ½ ªÉ¨ï¸ÉÊmï §¼À¸À®Ä ¤ªÀÄUÉ ¸ÀÄ®¨sÀªÁVzÉAiÉÄ? PAC BWSSB No/E®è 2 Yes/ºËzÀÄ 1 No/E®è 2 Page 20 Q.9 AN ASSESSMENT OF BWSSB SERVICES –STAFF STAFF QUESTIONNAIRE QUESTIONNAIRE-1 d® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - ¹§âA¢AiÀÄ ¥Àæ±ÁߪÀ½ 6 In what way does the website help the consumer? ªÉ¨ï¸ÉÊmï UÁæºÀPÀjUÉ AiÀiÁªÀ jÃw G¥ÀAiÀÄÄPÀÛªÁVzÉ? To know how to get new water connection ¤Ãj£À ºÉƸÀ ¸ÀA¥ÀPÀðªÀ£ÀÄß ºÉÃUÉ ¥ÀqÉAiÀĨÉÃPÉAzÀÄ w½AiÀÄ®Ä 1 To know how to get new seawage connection M¼ÀZÀgÀArAiÀÄ ºÉƸÀ ¸ÀA¥ÀPÀðªÀ£ÀÄß ºÉÃUÉ ¥ÀqÉAiÀĨÉÃPÉAzÀÄ w½AiÀÄ®Ä 2 To know where to lodge complaints vÉÆAzÀgÉ GAmÁzÀUÀ AiÀiÁjUÉ zÀÆgÀÄ ¤ÃqÀ¨ÉÃPÉAzÀÄ w½AiÀÄ®Ä 3 To know Tariff rates ¤Ãj£À zÀgÀUÀ¼À£ÀÄß w½AiÀÄ®Ä 4 To know bill payment options ©¯ï ¥ÁªÀwAiÀÄ «zsÁ£ÀUÀ¼À£ÀÄß w½AiÀÄ®Ä To know contact details/consumer help line number / ¸ÀA¥ÀPÀ𠫪ÀgÀUÀ¼ÀÄ ºÁUÀÆ ¸ÀºÁAiÀĪÁt ¸ÀASÉåUÀ¼À£ÀÄß w½zÀÄPÉƼÀî®Ä 5 Others EvÀgÉ _________________________ 7 8 Do you think the BWSSB website provides all required information to its consumers? UÁæºÀPÀjUÉ ¨ÉÃPÁVgÀĪÀ ªÀiÁ»wAiÀÄ£ÀÄß d®ªÀÄAqÀ½ ªÉ¨ï¸ÉÊmï ºÉÆA¢zÉAiÉÄÃ? Yes ºËzÀÄ 1 No E®è 2 Q.9 What extra information do you want to add in the BWSSB website? d®ªÀÄAqÀ½ ªÉ¨ï¸ÉÊn£À°è ¨ÉÃgÉ AiÀiÁªÀ ªÀiÁ»wAiÀÄ£ÀÄß ¸ÉÃj¸À®Ä ¤ÃªÀÅ §AiÀĸÀÄwÛÃj? 1.____________________________________________________________________________ 2.____________________________________________________________________________ 3.____________________________________________________________________________ 9 10 Have you seen any advertisements from BWSSB regarding water saving? d®ªÀÄAqÀ½¬ÄAzÀ ¤Ãj£À G½vÁAiÀÄzÀ §UÉÎ AiÀiÁªÀÅzÁzÀgÀÄ eÁ»gÁvÀ£ÀÄß £ÉÆÃrgÀÄ«gÁ gÁ? Yes ºËzÀÄ Where did you see the advertisement? (Multiple response) F eÁ»gÁvÀ£ÀÄß K°è £ÉÆÃr¢j? (MAzÀQÌAvÀ ºÉZÀÄÑ GvÀÛgÀ) In news paper ¢£À¥ÀwæPÉUÀ¼À°è No E®è Banners ¨Áå£ÀgïUÀ¼À°è Pamphlets ¥ÁA¥ÉèmïUÀ¼À°è Hoardings ¥sÀ®PÀUÀ¼À°è In TV n.« AiÀÄ°è Website ªÉ¨ï ¸ÉÊmï£À°è Radio/ gÉÃrAiÉÆ 11 Does BWSSB have a help- line? d®ªÀÄAqÀ½AiÀÄÄ ¸ÀºÁAiÀĪÁtÂAiÀÄ£ÀÄß ºÉÆA¢zÉAiÉÄÃ? PAC BWSSB 1 2 1 2 3 4 5 6 7 Yes ºËzÀÄ 1 No E®è 2 Page 21 Q.11 Q.13 AN ASSESSMENT OF BWSSB SERVICES –STAFF STAFF QUESTIONNAIRE QUESTIONNAIRE-1 d® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - ¹§âA¢AiÀÄ ¥Àæ±ÁߪÀ½ 12 13 14 Can you please share the help- line number? ¸ÀºÁAiÀĪÁt ¸ÀASÉåAiÀÄ£ÀÄß zÀAiÀÄ«lÄÖ w½¸ÀÄ«gÁ? Please Specify/ w½¹ …………………………………. Have you adopted any water saving Yes/ ºËzÀÄ methods in your house? Please Specify/ w½¹ …………………………………. ¤ÃªÀÅ ¤Ãj£À AiÀiÁªÀÅzÁzÀgÀÄ G½vÁAiÀÄ No «zsÁ£ÀUÀ¼À£ÀÄß ¤ªÀÄä ªÀÄ£ÉAiÀÄ°è E®è C¼ÀªÀr¹PÉÆAr¢ÝÃgÁ? What is your suggestion on water saving? ¤Ãj£À G½vÁAiÀÄzÀ §UÉÎ ¤ªÀÄä ¸À®ºÉUÀ¼ÉãÀÄ? 1._________________________________________________________________________________________________________________ 1 2 2._________________________________________________________________________________________________________________ 3._________________________________________________________________________________________________________________ __________________________________________________________________________________________________________ M- Satisfaction & suggestions uggestions/ vÀÈ¦Û 1 2 3 ªÀÄvÀÄÛ ¸À®ºÉUÀ¼ÀÄ Are you satisfied with the way BWSSB performs? d®ªÀÄAqÀ½AiÀÄ PÁ0iÀÄð¤ªÀðºÀuÉ §UÉÎ ¤ªÀÄUÉ vÀȦÛ0iÀiÁVzÉAiÉÄ? Yes/ Yes/ºËzÀÄ 1 No/E®è 2 Completely Satisfied ¸ÀA¥ÀÇtðªÁV vÀȦÛPÀgÀªÁVzÉ 1 Partially Satisfied ¨sÁUÀ±ÀB vÀȦÛPÀgÀªÁVzÉ 2 Dissatisfied CvÀÈ¦Û 3 Round the clock duty ¢£À¥ÀÇwð PÉ®¸À Harassment by higher officers »jAiÀÄ C¢üPÁjUÀ½AzÀ QgÀÄPÀļÀ 1 Pressure/interference from influential People ¥Àæ¨sÁ« ªÀåQÛUÀ¼À MvÀÛqÀ/ªÀÄÆUÀÄvÀÆj¸ÀÄ«PÉ 3 Lack of respect from the public ¸ÁªÀðd¤PÀjAzÀ UËgÀªÀ PÀrªÉÄ 4 Not allowed to take leave gÀeÉ vÉUÉzÀÄPÉƼÀî®Ä CªÀPÁ±À«®è 5 No time to attend to family PÀÄlÄA§zÀ eÉÆvÉ ¸ÀªÀÄAiÀÄ PÀ¼ÉAiÀÄ®Ä ¸ÀªÀÄAiÀÄ«®è 6 Corruption ¨sÀæµÁÖZÁgÀ 7 Bias in promotion §rÛAiÀÄ°è ¥ÀPÀë¥ÁvÀ 8 Credit taken by higher officer £ÁªÀÅ ªÀiÁrgÀĪÀ PÉ®¸ÀPÉÌ G£ÀßvÁ¢üPÁjUÀ¼ÀÄ ¥Àæ¸ÀA±É ¥ÀqÉAiÀÄÄwÛgÀĪÀÅzÀÄ 9 Are you satisfied with your job in BWSSB? d®ªÀÄAqÀ½AiÀÄ°è ¤ªÀÄä PÉ®¸ÀzÀ §UÉÎ ¤ÃªÀÅ vÀÈ¥ÀÛgÁV¢ÝÃgÁ? What are the reasons for your dissatisfaction? (multiple response) ¤ªÀÄä CvÀȦÛUÉ PÁgÀtUÀ¼ÉãÀÄ? (MAzÀQÌAvÀ ºÉZÀÄÑ GvÀÛgÀ) PAC BWSSB 2 Page 22 Q. 4 AN ASSESSMENT OF BWSSB SERVICES –STAFF STAFF QUESTIONNAIRE QUESTIONNAIRE-1 d® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - ¹§âA¢AiÀÄ ¥Àæ±ÁߪÀ½ Not given due recognition of good work Done GvÀÛªÀÄ PÉ®¸À ªÀiÁrzÀgÀÆ £ÀªÀÄUÉ ªÀiÁ£ÀåvÉ E®è 10 11 Sexual harassment at work place PÉ®¸ÀzÀ ¸ÀܼÀzÀ°è ¯ÉÊAVPÀ QgÀÄPÀļÀ Lack of consideration during pregnancy UÀ¨sÀðzsÁgÀuÉAiÀÄ ¸ÀªÀÄAiÀÄzÀ°è PÀ¤PÀgÀ«®è 12 13 Lack of opportunity to express views £ÀªÀÄä ¤®ÄªÀ£ÀÄß ªÀåPÀÛ¥Àr¸À®Ä CªÀPÁ±ÀUÀ¼À PÉÆgÀvÉ EzÉ Others ________________________ EvÀgÉ _______________________ 4 What should be done to make you feel completely satisfied? ¤ÃªÀÅ ¸ÀA¥ÀÇtðªÁV vÀȦۺÉÆAzÀ®Ä K£ÀÄ ªÀiÁqÀ¨ÉÃPÀÄ? 1._________________________________________________________________________________________________________________ 2._________________________________________________________________________________________________________________ _______________________________________________________________________________________ 3. ________________________________________________________________________________________________________________ 5 What reforms do you suggest to improve your working condition in the department? (Multiple response) PÀbÉÃjAiÀÄ°è ¤ªÀÄä PÉ®¸ÀzÀ ªÁvÁªÀgÀtªÀ£ÀÄß GvÀÛªÀÄUÉƽ¸À®Ä ¤ªÀÄä ¸À®ºÉUÀ¼ÉãÀÄ? (MAzÀQÌAvÀ ºÉZÀÄÑ GvÀÛgÀ) Increase in staff strength ¹§âA¢AiÀÄ ¸ÀASÉåAiÀÄ£ÀÄß ºÉaѸÀ¨ÉÃPÀÄ 1 Fixation duty hours PÉ®¸ÀzÀ ¸ÀªÀÄAiÀĪÀ£ÀÄß ¤UÀ¢UÉƽ¸À¨ÉÃPÀÄ 2 Mandatory shift system PÀqÁØAiÀÄ ²¥ïÖ ªÀåªÀ¸ÉÜ 3 Increase in salary and amenities ¸ÀA§¼À ªÀÄvÀÄÛ ¨sÀvÉåAiÀÄ°è ºÉZÀѼÀ 4 Proper rest and leave ¸ÀjAiÀiÁzÀ «±ÁæAw ºÁUÀÆ gÀeÉ 5 Introduce VRS ¸ÀéAiÀÄA ¤ªÀÈwÛºÉÆAzÀ®Ä C£ÀĪÀÅ ªÀiÁqÀ¨ÉÃPÀÄ 6 Other /EvÀgÉ _________________________ PAC BWSSB Page 23 AN ASSESSMENT OF BWSSB SERVICES –STAFF STAFF QUESTIONNAIRE QUESTIONNAIRE-1 d® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - ¹§âA¢AiÀÄ ¥Àæ±ÁߪÀ½ N- Observation of Sub-Division office G¥À «¨sÁUÀ PÀbÉÃj0iÀÄ DªÀ¯ÉÆÃPÀ£À 1 What is the condition of the building of the SubSub division /O&M office? G¥À «¨sÁUÀ CxÀªÁ PÁAiÀÄð ªÀÄvÀÄÛ ¥Á®£Á WÀlPÀzÀ PÀlÖqÀ ºÉÃVzÉ? Pucca building in overall good condition MmÁÖgÉ GvÀÛªÀÄ ¹ÜwAiÀÄÄ°ègÀĪÀ PÀlÖqÀ 1 2 Pucca building in partly good condition ¨sÁUÀ±ÀB GvÀÛªÀÄ ¹ÜwAiÀÄ°ègÀĪÀ PÀlÖqÀ 3 Dilapidated building ²y®UÉÆArgÀĪÀ PÀlÖqÀ Any other (specify) _____________________ EvÀgÉ (w½¹) 2 What is the ownership status of the office building? PÀbÉÃj0iÀÄ PÀlÖqÀzÀ MqÉvÀ£À 0iÀiÁgÀzÀÄ? Owned ¸ÀéAvÀ PÀlÖqÀ 1 Rented ¨ÁrUÉ PÀlÖqÀ 2 On lease ¨sÉÆÃUÀåPÉÌ vÉUÉzÀÄPÉÆAqÀ PÀlÖqÀ 3 Donated zÁ£À¢AzÀ §AzÀAvÀºÀ PÀlÖqÀ 4 Any other(specify)____________________ EvÀgÉ (w½¹) 3 Are there separate toilets for men and women? ªÀÄ»¼É ªÀÄvÀÄÛ ¥ÀÄgÀĵÀjUÉ ¥ÀævÉåÃPÀ ±ËZÁ®AiÀÄ EzÉAiÉÄÃ? 4 What is the level of cleanliness/maintenance in the Sub-division/SWM/Kaveri division/SWM/Kaveri Head works office? G¥À «¨sÁUÀ /±ÀÄ¢ÞÃPÀgÀt WÀlPÀ /PÁªÉÃj ºÉqï ªÀPïìð ¸ÀéZÀÑvÉ ºÁUÀÆ ¤ªÀðºÀuÁ ªÀÄlÖ ºÉÃVzÉ? 5 Is there a office name board in front of the office? PÀbÉÃjAiÀÄ PÀlÖqÀzÀ ªÀÄÄA¨sÁUÀzÀ°è £ÁªÀÄ ¥sÀ®PÀ EzÉAiÉÄ? Men/ Men/¥ÀÄgÀĵÀjUÉ 1 Women/ ªÀÄ»¼ÉAiÀÄjUÉ 2 Clean/¸ÀéZÀÑ 1 Unclean/ Unclean/C¸ÀéZÀÑ 2 Yes/ºËzÀÄ 1 2 No/E®è 6 What language(s) has/have been used on the office name board? G¥À «¨sÁUÀ PÀlÖqÀzÀ £ÁªÀÄ¥sÀ®PÀzÀ°è AiÀiÁªÀ ¨sÁµÉ §¼À¸À¯ÁVzÉ Kannada //PÀ£ÀßqÀ English //EAVèõï 1 2 3 Both /JgÀqÀÄ PAC BWSSB Page 24 AN ASSESSMENT OF BWSSB SERVICES –STAFF STAFF QUESTIONNAIRE QUESTIONNAIRE-1 d® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - ¹§âA¢AiÀÄ ¥Àæ±ÁߪÀ½ 7 8 9 Is the board clearly visible to passersby? £ÁªÀÄ¥sÀ®PÀªÀÅ zÁjAiÀÄ°è ºÁzÀÄ ºÉÆÃUÀĪÀªÀjUÉ ¸ÀjAiÀiÁV PÁt¸ÀÄvÀÛzÉAiÉÄ? Yes/ºËzÀÄ No/E®è 1 2 Is there a telephone in the Sub-division? division? G¥À «¨sÁUÀzÀ°è mÉ°¥sÉÇãï EzÉAiÉÄ? Yes/ºËzÀÄ 1 No/E®è 2 Is it working? CzÀÄ PÉ®¸À ªÀiÁqÀÄwÛzÉAiÉÄ? Yes/ºËzÀÄ No/E®è 10 Display of Citizen Charter in Sub-division/ Sub SWM/Kaveri Head works( Multiple answers)? answers) G¥À ¥À «¨sÁUÀ /±ÀÄ¢ÞÃPÀgÀt WÀlPÀ /PÁªÉÃj ºÉqïªÀPïìð£À°è £ÁUÀjPÀ ºÀPÀÄÌUÀ¼À£ÀÄß ¥ÀæPÀn¸À¯ÁVzÉAiÉÄ? (MAzÀQÌAvÀ ºÉZÀÄÑ GvÀÛgÀ) 1 2 Application fee for new water connection ºÉƸÀ ¤Ãj£À ¸ÀA¥ÀPÀðzÀ ±ÀÄ®Ì 1 Application fee for sewerage connection M¼ÀZÀgÀAr ¸ÀA¥ÀPÀðzÀ ±ÀÄ®Ì 2 Working hours of staff/ ¹§âA¢AiÀÄ PÉ®¸ÀzÀ ¸ÀªÀÄAiÀÄ Jal adalth timetable / d® DzÁ®vï£À ªÉüÁ¥ÀnÖ 3 Grievance redressal contact zÀÆgÀÄ ¤ªÁgÀuÁ C¢üPÁj ¸ÀA¥ÀPÀð ¸ÀASÉå 5 Any other/EvÀgÉ… ……………………………… …………………………… End time of interview ¸ÀAzÀ±Àð£À ªÀÄÄVzÀ ¸ÀªÀÄAiÀÄ 4 6 _______AM/PM Any other observations/ EvÀgÉ C©ü¥ÁæAiÀÄUÀ¼ÀÄ PAC Q.10 BWSSB Page 25 AN ASSESSMENT OF BWSSB SERVICES –STAFF STAFF QUESTIONNAIRE QUESTIONNAIRE-1 d® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - ¹§âA¢AiÀÄ ¥Àæ±ÁߪÀ½ This section should be filled only by the supervisor F ¨sÁUÀªÀ£ÀÄß ªÉÄðéZÁgÀPÀgÀÄ ªÀiÁvÀæ vÀÄA§¨ÉÃPÀÄ Name of the Interviewer ¸ÀAzÀ±ÀðPÀgÀ ºÉ¸ÀgÀÄ Scrutinized by ¥Àj²Ã°¹zÀªÀgÀÄ Name ______________________________ ºÉ¸ÀgÀÄ Contact Number___________________________________ zÀÆgÀªÁt ¸ÀASÉå _________________________________ Name ______________________________ ºÉ¸ÀgÀÄ Have all the questions been correctly filled? J¯Áè ¥Àæ±ÉßUÀ¼ÀÄ ¸ÀjAiÀiÁV vÀÄA§¯ÁVzÉAiÉÄ? Yes/ºËzÀÄ 1 No/E®è 2 Have all the skips been correctly followed? J¯Áè ¹Ì¥ïUÀ¼À£ÀÄß ¸ÀjAiÀiÁV ¥Á°¸À¯ÁVzÉAiÉÄ? Yes/ºËzÀÄ 1 No/E®è 2 Yes, Spot Checks ºËzÀÄ, ¸ÀܼÀzÀ°èAiÉÄà ¥Àj²Ã°¸À¯ÁVzÉ 1 Yes, Back checks ºËzÀÄ, ªÀÄvÉÛ ¥Àj²Ã°¸À¯ÁVzÉ 2 Yes, both ºËzÀÄ, ªÉÄð£À JgÀqÀÄ 3 No /E®è 4 Yes/ºËzÀÄ No/E®è 1 2 Does this questionnaire pass all quality checks? F ¥Àæ±ÁߪÀ½AiÀÄ UÀÄtªÀÄlÖªÀ£ÀÄß ¥ÀjÃQë¸À¯ÁVzÉAiÉÄ? Does this questionnaire need revision or revisit? F ¥Àæ±ÁߪÀ½AiÀÄ£ÀÄß ªÀÄgÀÄ¥Àj²Ã®£É CxÀªÁ ¥ÀÅ£À«ÃðPÀëuÉ ªÀiÁqÀ¨ÉÃPÉ? THANK YOU ªÀAzÀ£ÉUÀ¼ÀÄ PAC BWSSB Page 26 AN ASSESSMENT OF BWSSB SERVICES - STAFF QUESTIONNAIRE QUESTIONNAIRE-2 d® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - ¹§âA¢AiÀÄ ¥Àæ±ÁߪÀ½ INSTRUCTION : Introduce yourself and speak to the BWSSB staff of Division/Sub Division/Sub-division/Service Station, fill appropriate boxes properly and circle boxes with proper codes carefully. INTRODUCTION: Namaskaraa! I am ………………………….. representing Public Affairs Centre (PAC). We are currently trying to assess the services that are provided by the Bangalore angalore Water Supply and Sewerage Board (BWSSB)) to its consumers. Your views and feedback will help us to understand the current work culture prevalent in BWSSB. Wee would like to assure you that the information collected would be collated and presented collectively. Could I please talk to you for a few minutes in this regard? ¸ÀÆZÀ£É: d®ªÀÄAqÀ½AiÀÄ «¨sÁUÀ/G¥À-«¨s UÀ/G¥À ÁUÀ/ ¸ÉêÁ PÉÃAzÀæzÀ ¹§âA¢UÀ¼À eÉÆvÉ ¤ªÀÄä£ÀÄß ¥ÀjZÀAiÀÄ ªÀiÁrPÉÆAqÀÄ, ¸ÀjAiÀiÁzÀ GvÀÛgÀªÀ£ÀÄß F ¥Àæ±ÁߪÀ½AiÀÄ°è ªÀÈvÀÛUÉƽ¹. ¥ÀjZÀAiÀÄ: £ÀªÀĸÁÌgÀ, £À£Àß ºÉ¸ÀgÀÄ ......................................................... £Á£ÀÄ ¥À©èPï C¥sÉÃgï (¦.J.¹) ¸ÀA¸ÉÜ0iÀÄ ¥¥Àæw¤¢ü. £ÁªÀÅ ¥Àæ¸ÀÄÛvÀ, d® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½AiÀÄÄ UÁæºÀPÀjUÉ MzÀV¸ÀÄwÛgÀĪÀ ¸ÉêÉUÀ¼À UÀÄtªÀÄlÖªÀ£ÀÄß w½AiÀÄ®Ä ¥ÀæAiÀÄw߸ÀÄwÛzÉÝêÉ. d® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½0iÉÆA¢V£À ¤ªÀÄä C£ÀĨsÀªÀUÀ¼À£ÀÄß w½zÀÄPÉƼÀî®Ä £ÁªÀÅ EaѸÀÄwÛzÀÄÝ, EzÀjAzÀ CªÀgÀÄ MzÀV¸ÀÄwÛgÀĪÀ ¸ÉêÉUÀ¼À UÀÄtªÀÄlÖªÀ£ÀÄß ¥Àj²Ã°¸À®Ä £ÀªÀÄUÉ ¸ÀºÁ0iÀĪÁUÀÄvÀÛzÉ. ¤ªÀÄäAz ¤ªÀÄäAzÀ ¸ÀAUÀ滹zÀ ªÀiÁ»wAiÀÄ£ÀÄß £ÁªÀÅ MmÁÖV ªÀÄAr¸ÀĪÀÅzÁV ¨sÀgÀªÀ¸É ¤ÃqÀÄvÉÛêÉ. ¤ÃªÀÅ ¨ÉÃPÁzÀgÉ, ¤ªÀÄä ºÉ¸ÀgÀ£ÀÄß F ¥Àæ±ÁߪÀ½¬ÄAzÀ ºÉÆgÀVqÀ§ºÀÄzÀÄ. £Á£ÀÄ F «µÀAiÀÄ PÀÄjvÀAvÉ ¤ªÀÄä §½ PÉ®ªÀÅ ¤«ÄµÀUÀ¼À ¤«ÄµÀ PÁ® ªÀiÁvÀ£ÁqÀ§ºÀÄzÉ? A-- General information/ ¸ÁªÀiÁ£Àå ªÀiÁ»w 1 Name of the Division «¨sÁUÀzÀ ºÉ¸ÀgÀÄ 2 Name of the Sub-Division G¥À «¨sÁUÀzÀ ºÉ¸ÀgÀÄ 3 Name of the Service station ¸ÉêÁ PÉÃAzÀæzÀ ºÉ¸ÀgÀÄ 4 Name and location of the treatment plant 5 Name and location of the Kaveri Head works/ 6 Address of the division/sub-division/ division/ service station/treatment station plant/Kaveri head works ±ÀÄ¢ÞÃPÀgÀt WÀlPÀzÀ ºÉ¸ÀgÀÄ ªÀÄvÀÄÛ ¸ÀܼÀ PÁªÉÃj ºÉqï ªÀPïìð ºÉ¸ÀgÀÄ ªÀÄvÀÄÛ ¸ÀܼÀ «¨sÁUÀzÀ/ G¥À «¨sÁUÀzÀ/¸ÉêÁ PÉÃAzÀæzÀ ªÀÄvÀÄÛ ±ÀÄ¢ÞÃPÀgÀt WÀlPÀ/ WÀlPÀ PÁªÉÃj ºÉqï ªÀPïìð ºÉ¸ÀgÀÄ ______________________________________________________ ______________________________________________________ 7 Date of Interview ¸ÀAzÀ±Àð£ÀzÀ ¢£ÁAPÀ DD_______/MM_____________/YEAR__________ vÁ_______/wAUÀ¼ÀÄ_____________/ªÀµÀð vÁ_______/wAUÀ¼ÀÄ_____________/ªÀµÀð__________ 8 Starting time of interview ¸ÀAzÀ±Àð£À ±ÀÄgÀĪÁzÀ ªÉÃ¼É _________AM/PM PAC BWSSB Page 1 AN ASSESSMENT OF BWSSB SERVICES - STAFF QUESTIONNAIRE QUESTIONNAIRE-2 d® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - ¹§âA¢AiÀÄ ¥Àæ±ÁߪÀ½ B- Profile of BWSSB staff/¹§âA¢AiÀÄ «ªÀgÀuÉ 1 Name of the staff ¹§âA¢AiÀÄ ºÉ¸ÀgÀÄ 2 Sex °AUÀ 3 Age ªÀAiÀĸÀÄì 4 Designation :ºÀÄzÉÝ *Note: In case of Kaveri head works /Treatment plant/pumping station, please specify the designation of the staff to be interviewed *¸ÀÆZÀ£É: PÁªÉÃj ºÉqï ªÀPïìð /næmïªÉÄAmï¥ÁèAmï/¥ÀA¦AUï ¸ÉÖñÀ£ï ¹§âA¢UÀ¼À ¸ÀAzÀ±Àð£À ªÀiÁrzÀ°è CªÀgÀ ºÀÄzÉÝAiÀÄ£ÀÄß £ÀªÀÄÆ¢¹ 5 Name:____________________________ ºÉ¸ÀgÀÄ: Contact Number/zÀÆgÀªÁtÂ: Male/¥ÀÅgÀĵÀ 1 Female/ªÀÄ»¼É 2 __________ years years/ªÀµÀðUÀ¼ÀÄ Valve man man/ ªÁå¯ï ªÉÄ£ï 1 Meter reader reader/ «ÄÃlgï jÃqÀgï 2 Sanitary Inspector//¸Áå¤Ãlj ¸Áå¤Ãlj E£Àì÷à¥ÉPÀÖgï 3 Sanitary worker worker/¸Áå¤Ãlj ªÀPÀðgïì 4 *Kaveri Kaveri head works /Treatment plant/pumping station station/ PÁªÉÃj ºÉqï ªÀPïìð /næ næmïªÉÄAmï¥ÁèAmï/ ¥ÀA¦AUï ¸ÉÖñÀ£ï ………………………………………………………… Staff from wastewater management( Lab technician) technician)/ ±ÀÄ¢ÞÃPÀgÀt ¤ªÀðºÀuÉ ªÀåªÀ¸ÉÜAiÀÄ ¹§âA¢( ¯Áå¨ï mÉQßöAiÀÄ£ï) ……………………………………………………………………… Senior operator/ ¹¤ÃAiÀÄgï C¥ÀgÉÃlgï 5 Fitter/ ¦ülÖgï 8 Driver/ ZÁ®PÀ 9 Illiterate Illiterate/ C£ÀPÀëgÀ¸ÀÜgÀÄ 1 Literate without formal education education/ CPÀëgÀ¸ÀÜgÀÄ DzÀgÉ AiÀiÁªÀÅzÉà O¥ÀZÁj ÁjPÀ ²PÀët«®è 2 Primary (4th Standard) /¥Áæ ¥ÁæxÀ«ÄPÀ(4£Éà vÀgÀUÀw) 3 Middle / Upper Primary (7th Standard) Standard)/ ªÀiÁzsåÀ «ÄPÀ/¥ÁæxÀ«ÄPÀzÀ ºÉZÀÄѪÀj (7£Éà vÀgÀUÀw) 4 Secondary (10th Standard) /¸ÉPÀAqÀj ¸ÉPÀAqÀj (10£Éà vÀgÀUÀw) High secondary / PUC (+2) ºÉÊ ¸ÉPÀAqÀj/¦AiÀÄĹ(+2) 5 Graduate Graduate/ ¥ÀzÀ«ÃzsÀgÀ Post-graduate & Above ¸ÁßvÀ ÁßvÀPÉÆÃvÀÛgÀ ªÀÄvÀÄÛ ªÉÄîàlÄÖ 7 8 Diploma/ Certificate courses like ITI r¥ÉÇèªÀiÁ/LnL£ÀAvÀºÀ ¥ÀæªÀiÁt¥ÀvÀæzÀ PÉÆøïð 9 Educational qualification «zÁåºÀðvÉ Others/ EvÀgÉ _________________________________________ 6 Where do you stay?(place of residence) ¤ÃªÀÅ J°è ªÁ¸À ªÀiÁqÀÄ«j? PAC Please specify/ zÀAiÀÄ«lÄÖ £ÀªÀÄÆ¢¹………………………………………………………. BWSSB Page 2 6 7 6 AN ASSESSMENT OF BWSSB SERVICES - STAFF QUESTIONNAIRE QUESTIONNAIRE-2 d® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - ¹§âA¢AiÀÄ ¥Àæ±ÁߪÀ½ 7 By what mode do you commute to and from the office and what is the distance you have to travel? (Multiple response) ªÀģɬÄAzÀ PÀbÉÃj ºÁUÀÆ PÀbÉÃj¬ÄAzÀ ªÀÄ£ÉUÉ ºÉÃUÉ ¸ÀAZÀj¸ÀÄ«j ªÀÄvÀÄÛ JµÀÄÖ zÀÆgÀ. (MAzÀQÌAvÀ ºÉZÀÄÑ GvÀÛgÀ) Mode of travel Bus/ §¸ï zÀÆgÀ (Q.«ÄÃ) Distance (km) 1 Train/ gÉ樀 2 Own Vehicle/ ¸ÀéAvÀ ªÁºÀ£À 3 Office vehicle/ PÀbÉÃj ªÁºÀ£À 4 By Walk/ PÁ®ßrUÉ 5 Others/ EvÀgÉ ____________________ C-Work aspects/ PÉ®¸ÀzÀ §UÉÎ 1 For how ow long have you been working in BWSSSB B (total years of service)? ¤ÃªÀÅ JµÀÄÖ ªÀµÀðUÀ½AzÀ d®ªÀÄAqÀ½AiÀÄ°è PÁAiÀÄð¤ªÀð»¸ÀÄwÛ¢ÝÃj? 2 For how long have you been in the current post? ¤ÃªÀÅ JµÀÄÖ ¸ÀªÀÄAiÀÄ¢AzÀ ¥Àæ¸ÀÄÛvÀ ºÀÄzÉÝAiÀÄ°è PÁAiÀÄ𠤪Àð»¸ÀÄwÛ¢ÝÃj? __________months __________years __________ wAUÀ¼ÀÄ __________ ªÀµÀðUÀ¼ÀÄ For how long have you been posted in this office? JµÀÄÖ ¸ÀªÀÄAiÀÄ¢AzÀ ¤ÃªÀÅ F PÀbÉÃj0iÀÄ°è PÁAiÀÄ𠤪Àð»¸ÀÄwÛ¢ÝÃj? __________months __________years __________ wAUÀ¼ÀÄ __________ ªÀµÀðUÀ¼ÀÄ 3 4 __________ years ªÀµÀðUÀ¼ÀÄ What are the duties assigned to you at present in the department? (multiple response) response F E¯ÁSÉAiÀÄ°è ¤ªÀÄUÉ ¥Àæ¸ÀÄÛvÀ AiÀiÁªÀ PÀvÀðªÀåUÀ¼À£ÀÄß ¤ªÀð»¸À®Ä ¤AiÉÆÃf¸À¯ÁVzÉ? (MAzÀQÌAvÀ ºÉZÀÄÑ GvÀÛgÀ) Maintenance of water lines ¤Ãj£À ¯ÉÊ£ïUÀ¼À ¤ªÀðºÀuÉ 1 Release of water as per schedule ªÉüÁ¥ÀnÖ ¥ÀæPÁgÀ ¤ÃgÀÄ ©qÀĪÀÅzÀÄ 2 Plugging leakages/leaking lines ¸ÉÆÃgÀÄ«PÉAiÀÄ£ÀÄß vÀqÉUÀlÄÖªÀÅzÀÄ 3 Cleaning of man holes ªÀiÁå£ïºÉÆïïUÀ¼À£ÀÄß ¸ÀéZÀÒUÉƽ¸ÀĪÀÅzÀÄ 4 Meter Reading and issuing of bills «ÄÃlgï jÃrAUï £ÉÆÃqÀĪÀÅzÀÄ qÀĪÀÅzÀÄ ªÀÄvÀÄÛ ©¯ï PÉÆqÀĪÀÅzÀÄ 5 Checking and informing about water theft ¤Ãj£À PÀ¼ÀîvÀ£ÀªÀ£ÀÄß ¥Àj²Ã°¹ CzÀgÀ §UÉÎ ªÀiÁ»w ¤ÃqÀĪÀÅzÀÄ 6 Collection of water samples for testing ¤Ãj£À ¸ÁåA¥À¯ï£ÀÄß ¥ÀjÃQë¸ÀĪÀÅzÀPÁÌV ¸ÀAUÀ滸ÀĪÀÅzÀÄ 7 Others _________________________ EvÀgÉ 5 How many hours of duty do you put in on a normal working day? ¸ÁªÀiÁ£Àå PÀZÉÃj ¢£ÀUÀ¼À°è ¤ÃªÀÅ JµÀÄÖ UÀAmÉUÀ¼À PÁ® PÁAiÀÄ𠤪Àð»¸ÀÄ«j? PAC BWSSB Less than 8 hours/ 8 UÀAmÉVAvÀ PÀrªÉÄ 1 8-12 hrs/UÀAmÉ 2 13 13-16 hrs/ UÀAmÉ 3 17 17-24 hrs/ UÀAmÉ 4 Page 3 AN ASSESSMENT OF BWSSB SERVICES - STAFF QUESTIONNAIRE QUESTIONNAIRE-2 d® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - ¹§âA¢AiÀÄ ¥Àæ±ÁߪÀ½ 6 7 Do you get your weekly off regularly? ¤ªÀÄUÉ ªÁgÀzÀ gÀeÉ ¸ÀjAiÀiÁV ¹UÀÄwÛzÉAiÀiÁ? Yes, always/ºËzÀÄ, ºËzÀÄ, AiÀiÁªÁUÀ®Æ 1 Yes, sometimes/ºËzÀÄ, PÉ®ªÉǪÉÄä ªÀiÁvÀæ 2 Never /AiÀiÁªÁUÀ®Æ ¹UÀĪÀÅ¢®è 3 Monthly once wAUÀ½UÉƪÉÄä 1 Once in 2 – 3 months JgÀqÀÄ ªÀÄÆgÀÄ wAUÀ½UÉƪÉÄä 2 As and when required CUÀvÀå«zÁÝUÀ 3 How often are you allowed to take leave? JµÀÄÖ ¢£ÀUÀ½UÉƪÉÄä ¤ÃªÀÅ gÀeÉ vÉUÉzÀÄPÉƼÀÀÄzÀÄ? Not allowed to take leave except weekly off ªÁgÀzÀ gÀeÉAiÀÄ ºÉÆgÀvÁV gÀeÉ vÉUÉzÀÄPÉƼÀî®Ä C£ÀĪÀÄw E®è 8 4 Never allowed to take leave gÀeÉ vÉUÉzÀÄPÉƼÀî®Ä C£ÀĪÀÄw ¤ÃqÀĪÀÅzÉà E®è 5 Yes/ºËzÀÄ 1 No/E®è 2 Do you receive monetary compensation for surrender leave(EL)? ¤ªÀÄä UÀ½PÉ gÀeÉUÀ¼À£ÀÄß »A¢gÀÄV¹zÁUÀ ¥ÀjºÁgÀ ºÀtªÀ£ÀÄß ¤ÃªÀÅ ¥ÀqÉAiÀÄÄ«gÁ? D-Safety afety tools are supplied by BWSSB / d®ªÀÄAqÀ½¬ÄAzÀ ÀÄAqÀ½¬ÄAzÀ ¤ÃqÀ¯ÁUÀĪÀ ¸ÀÄgÀPÁë G¥ÀPÀgÀtUÀ¼ÀÄ 1 Have you received any safety tools from BWSSB? d®ªÀÄAqÀ½¬ÄAzÀ AiÀiÁªÀÅzÁzÀgÀÆ ¸ÀÄgÀPÁë G¥ÀPÀgÀtUÀ¼À£ÀÄß ¥ÀqÉ¢¢ÝÃgÁ 2 What all have you received? (Multiple Response) AiÀiÁªÀ AiÀiÁªÀ ¸ÀÄgÀPÀëvÁ G¥ÀPÀgÀtUÀ¼À£ÀÄß ¥ÀqÀ¢gÀÄ«j? (MAzÀQÌAvÀ ºÉZÀÄÑ GvÀÛgÀ) Yes/ Yes/ºËzÀÄ 1 No/E®è 2 Safety belt/¸ÀÄgÀ ¸ÀÄgÀPÁë ¨É¯ïÖ 1 Helmet/ ºÉ¯Éämï 2 Rain Coat/gÉÊ£ïPÉÆÃmï gÉÊ£ïPÉÆÃmï 3 Hand Gloves/PÉÊUÀªÀZÀUÀ¼ÀÄ PÉÊUÀªÀZÀUÀ¼ÀÄ 4 Torch/ Torch/mÁZïð 5 Jacket/ Jacket/eÁPÉmï 6 Gumboots/ UÀªÀiï§Æmï 7 Soap/ Soap/¸Á§Æ£ÀÄ 8 Go to sectionE Others (Specify) EvÀgÉ (w½¹) _________________ 3 What is the quality of the safety tools supplied? (Multiple Response) ¸ÀÄgÀPÀëvÁ G¥ÀPÀgÀtUÀ¼À UÀÄtªÀÄlÖªÉãÀÄ? (MAzÀQÌAvÀ ºÉZÀÄÑ GvÀÛgÀ) Safety Tools ¸ÀÄ vÁ G¥ÀPÀgÀtUÀ¼ÀÄ ¸ÀÄgÀPÀë Good GvÀÛªÀÄ 1 Average ªÀÄzsÀåªÀÄ 2 Safety belt/¸ÀÄgÀPÀëvÁ ¨É¯ïÖ 1 2 Poor PÀ¼À¥É 3 3 Helmet/ ºÉ¯Éämï 1 2 3 Rain Coat/gÉÊ£ïPÉÆÃmï 1 2 3 Hand Gloves/PÉÊUÀªÀZÀUÀ¼ÀÄ 1 2 3 Torch/mÁZïð 1 2 3 Jacket/eÁPÉmï 1 2 3 Gumboots/ UÀªÀiï§Æmï 1 2 3 Soap/¸Á§Æ£ÀÄ 1 2 3 Coconut oil PÉƧâj JuÉÚ 1 2 3 Others (Specify) _________________ PAC BWSSB Page 4 AN ASSESSMENT OF BWSSB SERVICES - STAFF QUESTIONNAIRE QUESTIONNAIRE-2 d® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - ¹§âA¢AiÀÄ ¥Àæ±ÁߪÀ½ EvÀgÉ (w½¹) 4 How often do you get safety tools? JµÀÄÖ s¸ÀªÀÄAiÀÄPÉÆ̪ÉÄä ¸ÀÄgÀPÀëvÁ G¥ÀPÀgÀtUÀ¼À£ÀÄß ¥ÀqÉAiÀÄÄ«j? Once a year 1 ªÀµÀðPÉÌ MAzÀÄ ¸À® Twice a year 2 ªÀµÀðPÉÌ JgÀqÀÄ ¸À® Thrice a year 3 ªÀµÀðPÉÌ ªÀÄÆgÀÄ ¸À® Others/EvÀgÉ……………………………………………………… ……………………………………………………… 5 Are you able to convey your message to higher officers on poor/average quality of the safety tools supplied? PÀ¼À¥É /¸ÁzsÁgÀuÁ UÀÄtªÀÄlÖzÀ ¸ÀÄgÀPÀëvÁ G¥ÀPÀgÀtUÀ¼À£ÀÄß ¤ÃqÀÄwÛgÀĪÀ §UÉÎ G£ÀßvÀ C¢üPÁjUÀ½UÉ ªÀiÁ»w ¤ÃqÀ®Ä ¸ÁzsÀåªÁVgÀÄvÀÛzÉAiÉÄÃ? 6 Why are you not able to convey your message regarding poor/average quality of the safety tools supplied? PÀ¼À¥É / ¸ÁzsÁgÀuÁ ªÀÄlÖzÀ ¸ÀÄgÀPÀëvÁ G¥ÀPÀgÀtUÀ¼À£ÀÄß ¤ÃqÀÄwÛgÀĪÀ §UÉÎ G£ÀßvÀ C¢üPÁjUÀ½UÉ ªÀiÁ»w ¤ÃqÀ®Ä KPÉ ¸ÁzsÀåªÁUÀÄwÛ¯è? 7 Do you have any suggestion regarding the items given to you? ¤ªÀÄUÉ ¤ÃrgÀĪÀ ¸À®PÀgÀuÉUÀ¼À §UÉÎ ¤ªÀÄä ¸À®ºÉUÀ¼ÉãÀÄ? Yes/ Yes/ºËzÀÄ 1 Q. 7 No/E®è 2 No use even though message was conveyed ªÀiÁ»w ¤ÃrzÀgÀÆ AiÀiÁªÀÅzÉà ¥ÀæAiÉÆÃd£ÀªÁVgÀĪÀÅ¢®è 1 Don’t know whom to contact AiÀiÁgÀ£ÀÄß ¸ÀA¥ÀQð¸À¨ÉÃPÉA§ÄzÀgÀ ¸ §UÉÎ ªÀiÁ»w E®è 2 Others(Specify)______________ EvÀgÉ (w½¹) 1.______________________________________________ 2._____________________________________________ 3._____________________________________________ 8 Do you need any other safety tools? ¤ªÀÄUÉ ¨ÉÃgÉ AiÀiÁªÀÅzÁzÀgÀÄ ¸ÀÄgÀPÀëvÁ ¸À®PÀgÀuÉUÀ¼À CªÀ±ÀåPÀvÉ EzÉAiÉÄÃ? 9 What are they? CªÀÅ AiÀiÁªÀŪÀÅ? Yes/ Yes/ºËzÀÄ 1 No/E®è 2 1.______________________________________________ 2._____________________________________________ 3._____________________________________________ PAC BWSSB Page 5 Go to Next section AN ASSESSMENT OF BWSSB SERVICES - STAFF QUESTIONNAIRE QUESTIONNAIRE-2 d® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - ¹§âA¢AiÀÄ ¥Àæ±ÁߪÀ½ E-Support upport from department and the community E¯ÁSÉ ªÀÄvÀÄÛ ¸ÀªÀÄÄzÁ0iÀÄ¢AzÀ ¹UÀĪÀ ¨ÉA§® Support from department – usage and quality/E¯ÁSÉAiÀÄ ¨ÉA§®, §¼ÀPÉ ªÀÄvÀÄÛ UÀÄtªÀÄlÖ 1 2 Have you undergone any training in the last three years? PÀ¼ÉzÀ ªÀÄÆgÀÄ ªÀµÀðUÀ¼À°è ¤ÃªÀÅ AiÀiÁªÀÅzÁzÀgÀÄ vÀgÀ¨ÉÃwAiÀÄ£ÀÄß ºÉÆA¢¢ÝÃgÁ? Why have you not attended any training programme? (Multiple Response) ¤ÃªÀÅ 0iÀiÁªÀÅzÉà vÀgÀ¨ÉÃw PÁAiÀÄðPÀæªÀÄUÀ¼À°è KPÉ ¨sÁUÀªÀ»¹®è? (MAzÀQÌAvÀ ºÉZÀÄÑ GvÀÛgÀ) Yes/ºËzÀÄ 1 No/E®è 2 Interested, but did not get an opportunity to attend training programme ¨sÁUÀªÀ»¸À®Ä D¸ÀQÛ EzÉ DzÀgÉ vÀgÀ¨ÉÃw PÁAiÀÄðPÀæªÀĪÀÄzÀ°è ¨sÁUÀªÀ»¸À®Ä CªÀPÁ±À ¹UÀ°®è Q. 4 1 Not selected by senior officer to attend training programme vÀgÀ¨ÉÃw PÁAiÀÄðPÀæªÀÄzÀ°è ¨sÁUÀªÀ»¸À®Ä »¸À®Ä »jAiÀÄ C¢üPÁjUÀ½AzÀ DAiÉÄÌUÉƼÀî°®è 2 Not allowed to attend training programme because of insufficient office strength ¹§âA¢ PÉÆgÀvɬÄAzÁV vÀgÀ¨ÉÃw PÁAiÀÄðPÀæªÀÄzÀ°è ¨sÁUÀªÀ»¸À®Ä CªÀPÁ±À PÉÆqÀ°®è 3 There is bias/favour regarding selection for training programme vÀgÀ¨ÉÃwAiÀÄ°è ¥Á¯ÉÆμÀî®Ä DAiÉÄÌAiÀÄ «zsÁ£ÀzÀ°è ¥ÀPÀë¥ÁvÀ EzÉ 4 Training programme not useful vÀgÀ¨ÉÃw PÁAiÀÄðPÀæªÀĪÀÅ ¥ÀæAiÉÆÃd£ÀPÁjAiÀiÁV®è 5 Personally not interested ªÉÊAiÀÄQÛPÀªÁV D¸ÀQ۬Įè 6 Not aware vÀgÀ¨ÉÃwAiÀÄ §UÉÎ Cj«®è 7 Any others(specify)________________________ EvÀgÉ (w½¹)__________________________ 3 Do you feel the necessity of any training ? If Yes, what are they? AiÀiÁªÀÅzÁzÀgÀÄ vÀgÀ¨ÉÃwAiÀÄ CªÀ±ÀåPÀvÉ EzÉAiÉÄÃ? CªÀÅ AiÀiÁªÀŪÀÅ? Yes/ºËzÀÄ 1……………………………………………………….. How many trainings have you attended in the last three years? PÀ¼ÉzÀ ªÀÄÆgÀÄ ªÀµÀðUÀ¼À°è JµÀÄÖ vÀgÀ¨ÉÃwUÀ¼À°è ¤ÃªÀÅ ¨sÁUÀªÀ»¹¢j? PAC Q.7 2 Q.7 2…………………………………………………… No/E®è 4 1 One/MAzÀÄ BWSSB 1 Two – five/ five/JgÀqÀÄ-LzÀÄ 2 6 - 10/ DgÀÄ-ºÀvÀÄÛ 3 More than 10/ ºÀvÀÛQÌAvÀ ºÉZÀÄÑ 4 Page 6 AN ASSESSMENT OF BWSSB SERVICES - STAFF QUESTIONNAIRE QUESTIONNAIRE-2 d® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - ¹§âA¢AiÀÄ ¥Àæ±ÁߪÀ½ 5 Please provide the following details for the training programmes attended by you in the last 3 years . PÀ¼ÉzÀ ªÀÄÆgÀÄ ªÀµÀðUÀ½AzÀ ¤ÃªÀÅ ¨sÁUÀªÀ»¹zÀ vÀgÀ¨ÉÃw PÁAiÀÄðPÀæªÀÄUÀ¼À §UÉÎ PɼÀV£À ªÀiÁ»wUÀ¼À£ÀÄß ¤Ãr. Name of the training Programme vÀgÀ¨ÉÃwAiÀÄ ºÉ¸ÀgÀÄ A HRD Training ªÀiÁ£ÀªÀ ¸ÀA¥À£ÀÆä® vÀgÀ¨ÉÃw B Technical skills vÁAwæPÀ P˱À®å C Soft skills ¸Á¥sïÖ ¹Ì¯ïì D Safety measures ¸ÀÄgÀPÀëvÁ PÀæªÀÄUÀ¼ÀÄ Duration of the TP (in number of days) vÀgÀ¨ÉÃwAiÀÄ CªÀ¢ü(¢£ÀUÀ¼À°è) Satisfied 1 vÀȦÛPÀgÀ Dissatisfied 2 CvÀȦÛPÀgÀ Feedback on the training vÀgÀ¨ÉÃwAiÀÄ §UÉÎ ¤ªÀÄä C©ü¥ÁæAiÀÄ Very useful-1 vÀÄA¨Á G¥ÀAiÉÆÃUÀPÁj Somewhat useful -2 ¸Àé®à ªÀÄnÖUÉ G¥ÀAiÀÄÄPÀÛ Not useful – 3 G¥ÀAiÀÄÄPÀÛ«®è Suggestions for Improvement ¸ÀÄzsÁj¸À®Ä ¸À®ºÉUÀ¼ÀÄ 1 2 1 2 3 1 2 1 2 3 1 2 1 2 3 1 2 1 2 3 1 2 1 2 3 Other (Specify)___________ EvÀgÉ (w½¹) 6 7 8 9 What other training would help you to increase your work efficiency? ¤ªÀÄä PÁAiÀÄðzÀPÀëvÉAiÀÄ£ÀÄß ºÉaѸÀ®Ä AiÀiÁªÀ vÀgÀ¨ÉÃwUÀ¼ÀÄ ¸ÀºÁAiÀÄPÀªÁUÀÄvÀÛzÉ? 1.________________________________________________________________ 2.__________________________________ 2.________________________________________________________________ 3.____________________________________ 3._________________________________________________________________ Have you attended any BWSSB programmes regarding water saving? d®ªÀÄAqÀ½AiÀÄ ¤Ãj£À G½vÁAiÀÄzÀ AiÀiÁªÀÅzÁzÀgÀÄ PÁAiÀÄðPÀæªÀÄUÀ¼À°è ¤ÃªÀÅ ¨sÁUÀªÀ»¹¢ÝÃgÀ? Yes/ºËzÀÄ Have you created awareness to the consumers regarding saving of water? ¤ÃªÀÅ UÁæºÀPÀjUÉ ¤Ãj£À G½vÁAiÀÄzÀ §UÉÎ CjªÀÅ ªÀÄÆr¹¢ÝÃgÁ? What steps do you suggest should be taken for saving the water? ¨sÀ«µÀåzÀ°è ¤ÃgÀ£ÀÄß G½vÁAiÀÄ ªÀiÁqÀ®Ä AiÀiÁªÀ jÃwAiÀÄ PÀæªÀÄUÀ¼À£ÀÄß PÉÊUÉƼÀî¨ÉÃPÉAzÀÄ ¤ÃªÀÅ ¸À®ºÉ PAC 1 No/E®è 2 Yes/ºËzÀÄ 1 No/E®è 2 1.____________________________________________________________________________ 1.____________________________________________________________________________ 2._____________________________________________________________________________ 2._____________________________________________________________________________ 3.____________________________________________________________________________ 3.____________________________________________________________________________ BWSSB Page 7 AN ASSESSMENT OF BWSSB SERVICES - STAFF QUESTIONNAIRE QUESTIONNAIRE-2 d® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - ¹§âA¢AiÀÄ ¥Àæ±ÁߪÀ½ ¤ÃqÀÄwÛÃj? 10 11 Have you received any appreciation for the work that you have done so far? E°èAiÀĪÀgÉUÉ ¤ÃªÀÅ ªÀiÁrgÀĪÀ PÉ®¸ÀUÀ½UÉ ¤ªÀÄUÉ ¥Àæ±ÀA¸É ¹QÌzÉ0iÉÄÃ? 1 Yes/ºËzÀÄ What kind of appreciation have you received? (multiple response) ¤ªÀÄUÉ AiÀiÁªÀ jÃwAiÀÄ ¥Àæ±ÀA¸É ¹QÌzÉ? (MAzÀQÌAvÀ ºÉZÀÄÑ GvÀÛgÀ) No/E®è 2 Formal/O¥ÀZÁjPÀ Certificate Certificate/¥Àæ±À¹Û¥ÀvÀæ 1 Appreciation through ee-mail E-ªÉÄÊ¯ï ªÉÄÊ¯ï ªÀÄÆ®PÀ ¥Àæ±ÀA¸É 2 Cash rewards ºÀtzÀ §ºÀĪÀiÁ£À 3 ‘Good Work’ entry in service register GvÀÛªÀÄ PÉ®¸À JAzÀÄ ¸ÉêÁ ¥ÀŸÀÛPÀzÀ°è £ÀªÀÄÆzÁVzÉ 4 Medals ¥ÀzÀPÀUÀ¼ÀÄ 5 Informal/ Informal/C£Ë¥ÀZÁjPÀ Praise from Senior officer »jAiÀÄ C¢üPÁj¬ÄAzÀ ºÉÆUÀ½PÉ 6 Public acknowledgement of work done PÉ®¸À ªÀiÁrzÀÝPÁÌV ¸ÁªÀðd¤PÀ ¸ÁªÀðd¤PÀjAzÀ ¥Àæ±ÀA¸ÉUÀ¼ÀÄ 7 Q.12 Others/ EvÀgÉ ______________ 12 13 14 15 Are you satisfied with the current mechanism of recognizing good work? ¥Àæ¸ÀÄÛvÀzÀ°ègÀĪÀ GvÀÛªÀÄ PÉ®¸ÀUÀ¼À£ÀÄß UÀÄgÀÄw¸ÀĪÀ «zsÁ£ÀUÀ½AzÀ ¤ÃªÀÅ vÀÈ¥ÀÛgÁVgÀÄ«gÁ? Yes/ºËzÀÄ 1 No/E®è 2 What would you suggest to improve the current mechanism of appreciation? ¥Àæ¸ÀÄÛvÀzÀ°è£À PÉ®¸ÀUÀ¼À£ÀÄß UÀÄgÀÄw¸ÀĪÀ «zsÁ£ÀªÀ£ÀÄß GvÀÛªÀÄUÉƽ¸À®Ä AiÀiÁªÀ ¸À®ºÉUÀ¼À£ÀÄß ¤ÃqÀÄwÛÃgÁ? 1._________________________________________________________________________________________ 2._________________________________________________________________________________________ 3._________________________________________________________________________________________ 3._________________________________________________________________________________________ Have you faced any disciplinary action from the department? AiÀiÁªÀÅzÁzÀgÀÄ E¯ÁSÁ ²¸ÀÄÛ PÀæªÀÄUÀ¼À£ÀÄß ¤ÃªÀÅ JzÀÄj¹¢ÝgÁ? What type of disciplinary action have you faced? (Multiple Response) AiÀiÁªÀ vÀgÀºÀzÀ ²¸ÀÄÛ PÀæªÀÄUÀ¼À£ÀÄß JzÀÄj¹¢ÝÃgÀ? (MAzÀQÌAvÀ ºÉZÀÄÑ GvÀÛgÀ) PAC Yes/ºËzÀÄ 1 No/E®è 2 Warning/ JZÀÑjPÉ 1 Issue of show cause notice/PÁgÀt PÁgÀt PÉý £ÉÆÃn¸ï eÁjUÉƽ¹gÀĪÀÅzÀÄ 2 Loss of increment/ increment/EAQæªÉÄÃAmï PÀrvÀ 3 Suspension/ CªÀiÁ£ÀvÀÄ 4 Transfer/ ªÀUÁðªÀuÉ 5 Demotion/ ºÀÄzÉÝAiÀÄ°è »A§rÛ 6 BWSSB Page 8 Q.17 AN ASSESSMENT OF BWSSB SERVICES - STAFF QUESTIONNAIRE QUESTIONNAIRE-2 d® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - ¹§âA¢AiÀÄ ¥Àæ±ÁߪÀ½ Others /EvÀgÉ _____________________ 16 17 18 19 20 What is your opinion on the mechanism of disciplinary action within the department? E¯ÁSÉAiÀÄ°è£À ²¸ÀÄÛ PÀæªÀÄ PÉÊUÉƼÀÄîªÀ «zsÁ£ÀzÀ §UÉÎ ¤ªÀÄä C©ü¥ÁæAiÀĪÉãÀÄ? Is there a bias in the posting of BWSSB staff within the department? d®ªÀÄAqÀ½AiÀÄ°è ¹§âA¢UÀ½UÉ ºÀÄzÉÝUÀ¼À£ÀÄß ¤ÃqÀĪÀ ¥ÀæQæAiÉÄAiÀįÉèãÁzÀgÀÄ ¥ÀPÀë¥ÁvÀ«zÉAiÉÄ? How do you think this can be avoided? EzÀ£ÀÄß AiÀiÁªÀ jÃw vÀqÉUÀlÖ §ºÀÄzÀÄ? 1 Biased ¥ÀPÀë¥ÁvÀ 2 Don’t know / can’t say UÉÆwÛ®è/ ºÉüÀ¯ÁUÀĪÀÅ¢®è 3 Yes/ºËzÀÄ 1 No/E®è 2 Yes/ºËzÀÄ 1 Q.19 1.______________________________ 1.____________________________________________________________ 2.____________________________________________________________ 3.__________________________________________ 3.____________________________________________________________ Are you getting the necessary support from your reporting/higher officer? ¤ÃªÀÅ ªÀgÀ¢ ªÀiÁqÀĪÀ CxÀªÁ G£ÀßvÀ C¢üPÁjUÀ½AzÀ ¤ªÀÄUÉ ¨ÉA§® zÉÆgÀPÀÄwÛzÉAiÉÄ? Why do you say so? ¤ÃªÀÅ ºÁUÉ ºÉüÀ®Ä PÁgÀtªÉãÀÄ? U Unbiased/ ¥ÀPÁëwÃvÀ Q. 21 No/E®è 2 1______________________________________________________ 2______________________________________________________ 3_______________________________________________________ 21 22 How would you rate his/her support? CªÀgÀ ¨ÉA§®ªÀ£ÀÄß ¤ÃªÀÅ ºÉÃUÉ ªÀåPÀÛ¥Àr¸ÀÄ«j? Have you experienced / come across people of influence interfering in your work? ¥Àæ¨sÁ« ªÀåQÛUÀ¼ÀÄ ¤ªÀÄä PÉ®¸ÀPÁAiÀÄðUÀ¼À°è vÀ¯ÉzÀÆgÀĪÀÅzÀÄ/vÉÆqÀUÀĪÀÅzÀÄ ¤ªÀÄäû C£ÀĨsÀªÀPÉÌ §A¢zÉAiÉÄ? PAC Good/ GvÀÛªÀÄ 1 2 Average Average/ ¸ÁzsÁgÀt 3 Poor/ PÀ¼À¥É 4 Yes/ºËzÀÄ 1 No/E®è 2 Excellent/ CvÀÄåvÀÛªÀÄ BWSSB Page 9 Q. 25 AN ASSESSMENT OF BWSSB SERVICES - STAFF QUESTIONNAIRE QUESTIONNAIRE-2 d® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - ¹§âA¢AiÀÄ ¥Àæ±ÁߪÀ½ 23 Who are these people of influence?(Multiple response) D ¥Àæ¨sÁ« ªÀåQÛUÀ¼ÀÄ AiÀiÁgÀÄ? (MAzÀQÌAvÀ ºÉZÀÄÑ GvÀÛgÀ) Local politicians ¸ÀܽÃAiÀÄ gÁdPÁgÀtÂUÀ¼ÀÄ 1 People around politicians gÁdPÁgÀt tÂUÀ¼À ¸ÀÄvÀÛ°gÀĪÀ d£ÀgÀÄ 2 Influential leaders from the locality ¸ÀܽÃAiÀÄ ¥Àæ¨sÁ« £ÁAiÀÄPÀgÀÄ 3 Officials from same department EzÉà E¯ÁSÉAiÀÄ C¢üPÁjUÀ¼ÀÄ NGOs //¸ÀPÁðgÉÃvÀgÀ ¸ÀA¸ÉÜUÀ¼ÀÄ 4 5 Higher department officers/ E¯ÁSÉAiÀÄ »jAiÀÄ C¢üPÁjUÀ¼ÀÄ 6 Officials from other government departments ¸ÀPÁðgÀzÀ ¨ÉÃgÉ E¯ÁSÉAiÀÄ C¢üPÁjUÀ¼ÀÄ 7 Media ªÀiÁzsÀåªÀÄ 8 Always constructive AiÀiÁªÁUÀ®Ä G¥À0iÀÄÄPÀÛ 1 Sometimes constructive PÉ®ªÀÅ ¨Áj G¥À0iÀÄÄPÀÛ 2 Often hindrance C£ÉÃPÀ ¸À® vÉÆAzÀgÉAiÀÄÄAlÄ ªÀiÁrgÀÄvÀÛzÉ 3 Yes/ºËzÀÄ 1 Others/EvÀgÉ gÉ 1………………………………………………………… 2…………………………………………………………. 24 25 26 27 28 How has this influenced your work? EzÀÄ ¤ªÀÄä PÉ®¸ÀzÀ ªÉÄÃ¯É ºÉÃUÉ ¥Àæ¨sÁªÀ ©ÃjzÉ? In terms of community involvement, does your office conduct a Jal adalath? ¸ÀªÀÄÄzÁ0iÀÄzÀªÀgÀÄ £ÉÃgÀªÁV ¥Á¯ÉÆμÀî®Ä ¤ªÀÄä PÀbÉÃjAiÀÄÄ ¤Ãj£À DzÁ®vï £ÀqɸÀÄvÀÛzÉAiÉÄÃ? 2 No/E®è What is the frequency of Jal adalath? ¤Ãj£À DzÁ®vï JµÀÄÖ ¢£ÀUÀ½UÉƪÉÄä £ÀqɸÀÄvÀÛªÉAiÉÄ? 3 Fortnightly ºÀ¢£ÉÊzÀÄ ¢£ÀUÀ½UÉƪÉÄä 1 Monthly wAUÀ½UÉƪÉÄä Have you participated in any Jal adalath? ¤ÃªÀÅ AiÀiÁªÀÅzÁzÀgÀÄ ¤Ãj£À DzÁ®vï£À°è ¨sÁUÀªÀ»¹¢ÝÃgÁ Is the Jal adalath useful to resolve the problems of citizens? 3 Occasionally PÉ®ªÉǪÉÄä 4 Yes/ºËzÀÄ 1 No E®è 2 Yes,/ºËzÀÄ 1 Can’t say/ ºÉüÀ®Ä DUÀĪÀÅ¢®è BWSSB 2 Once in two months JgÀqÀÄ wAUÀ½UÉƪÉÄä No E®è ¸ÁªÀðd¤PÀgÀ ¸ÀªÀĸÉåUÀ¼À£ÀÄß §UɺÀj¸À®Ä ¤Ãj£À DzÁ®vï G¥ÀAiÉÆÃUÀPÁjAiÉÄÃ? PAC Don’t know / can’t say UÉÆwÛ®è/ ºÉüÀ¯ÁUÀĪÀÅ¢®è Page 10 2 3 Go to Next section AN ASSESSMENT OF BWSSB SERVICES - STAFF QUESTIONNAIRE QUESTIONNAIRE-2 d® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - ¹§âA¢AiÀÄ ¥Àæ±ÁߪÀ½ F- Problem roblem incidence, resolution and responsiveness zÀÆgÀÄ zÁR°¸ÀĪÀÅzÀÄ/zÁR°¹zÀ zÀÆj£À C£ÀĸÀgÀuÁ PÀæªÀÄ 1 2 Have you faced any problems while performing your duty in the last one year? ¤ÃªÀÅ PÀ¼ÉzÀ MAzÀÄ ªÀµÀðzÀ°è PÉ®¸À ªÀiÁqÀĪÁUÀ AiÀiÁªÀÅzÁzÀgÀÄ vÉÆAzÀgÉUÀ¼À£ÀÄß JzÀÄj¹gÀÄ«gÁ? Yes/ºËzÀÄ 1 No/E®è 2 Go to Next section Go to Next section Describe the most important problems. Cw ªÀÄÄRåªÁzÀ vÉÆAzÀgÉUÀ¼À£ÀÄß «ªÀj¹ 1.__________________________________________________________________________ 1.______________________________________________________________________________________________ 2.__________________________________________________________________________ 2._______________________________________________________________________________________________ 3._________________________________________________________________________ 3.________________________________________________________________________________________________ 3 Were you able to get the problem resolved? ¤ªÀÄä vÉÆAzÀgÉUÀ¼À£ÀÄß ¥ÀjºÀj¹PÉƼÀî®Ä ¸ÁzsÀåªÁ¬ÄvÉ? Yes/ºËzÀÄ 1 No/E®è 2 4 Why were you not able to get your problem resolved? (Multiple Response) vÉÆAzÀgÉUÀ¼À£ÀÄß §UɺÀj¹PÉƼÀî®Ä KPÉ ¸ÁzsÀåªÁUÀ°®è? (MAzÀQÌAvÀ ºÉZÀÄÑ GvÀÛgÀ) Lack of grievance redress system in the department PÀbÉÃjAiÀÄ°è vÉÆAzÀgÉUÀ¼À£ÀÄß ¤ªÁj¸ÀĪÀ ¸Àj0iÀiÁzÀ PÀæªÀÄ E®èzÉà EgÀĪÀÅzÀjAzÀ 1 Don’t know whom to contact AiÀiÁgÀ£ÀÄß ¨sÉÃn ªÀiÁqÀ¨ÉÃPÉAzÀÄ w½¢®è 2 No action taken by senior officer »jAiÀÄ C¢üPÁjUÀ¼ÀÄ AiÀiÁªÀÅzÉà PÀæªÀÄ PÉÊUÉÆArgÀĪÀÅ¢®è 3 Others EvÀgÉ _______________ Others/ 5 Whom did you approach to get your problem resolved? (Multiple Response) vÉÆAzÀgÉAiÀÄ£ÀÄß ¤ªÁj¸À®Ä ¤ÃªÀÅ AiÀiÁgÀ£ÀÄß ¨sÉÃn ªÀiÁr¢j? (MAzÀQÌAvÀ ºÉZÀÄÑ GvÀÛgÀ) Immediate superior officer £À£Àß ªÉÄïÁ¢üPÁj Officer at Sub Sub-division level G¥À-«¨s «¨sÁVÃAiÀÄ C¢üPÁj 1 Officer at division level «¨sÁUÀzÀ C¢üPÁj 3 Officer at BWSSB WSSB head office d®ªÀÄAqÀ½AiÀÄ ªÀÄÄRå PÀbÉÃjAiÀÄ C¢üPÁj 4 Registered Trade Unions £ÉÆAzÁ¬ÄvÀ mÉæÃqï AiÀÄƤAiÀÄ£ïUÀ¼ÀÄ 5 Influential persons ¥Àæ¨sÁ« ªÀåQÛUÀ¼ÀÄ 6 Did not approach any one AiÀiÁgÀ£ÀÆß ¨sÉÃn ªÀiÁqÀ°® qÀ°®è 7 Others_______________ EvÀgÉ PAC BWSSB Page 11 2 Q.7 AN ASSESSMENT OF BWSSB SERVICES - STAFF QUESTIONNAIRE QUESTIONNAIRE-2 d® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - ¹§âA¢AiÀÄ ¥Àæ±ÁߪÀ½ 6 7 How was the behavior of your higher officers during your interaction? ¤ªÀÄä ¨sÉÃnAiÀÄ ¸ÀªÀÄAiÀÄzÀ°è ªÉÄïÁ¢üPÁjUÀ¼À ªÀvÀð£É ºÉÃVvÀÄÛ? Polite «£ÀªÀÄæªÁVvÀÄÛ 1 Unhelpful ¸ÀºÁAiÀĪÁUÀ°®è 2 Rude MgÀmÁVvÀÄÛ 3 Did not listen at all PÉý¹PÉƼÀî¯Éà E®è 4 What suggestions do you have to improve the grievance redress mechanisms for the staff within BWSSB? d®ªÀÄAqÀ½AiÀÄ ¹§âA¢AiÀÄ zÀÆgÀÄUÀ¼À ¤ªÀðºÀuÉAiÀÄ£ÀÄß GvÀÛªÀÄUÉƽ¸À®Ä ¤ªÀÄä ¸À®ºÉUÀ¼ÉãÀÄ? 1._______________________________________________________________________________________________________________ 2._______________________________________________________________________________________________________________ 2._______________________________________________________________________________________________________________ 3._______________________________________________________________________________________________________________ G-Corruption/¨sÀæµÁÖZÁgÀ 1 2 Have you noticed any corrupt practices in the department ? ¤ªÀÄä E¯ÁSÉAiÀÄ°è ¨sÀæµÁÖZÁgÀ EgÀĪÀÅzÀ£ÀÄß ¤ÃªÀÅ UÀªÀĤ¹¢gÁ? Yes/ºËzÀÄ 1 No/E®è 2 If you are against corruption, what are your suggestions for ending corruption in the department? ¤ÃªÀÅ ¨sÀæµÁÖZÁgÀ «gÉÆâüUÀ¼ÁzÀ°è E¯ÁSÉAiÀÄ°è CzÀ£ÀÄß vÀqÉAiÀÄ®Ä ¤ªÀÄä ¸À®ºÉUÀ¼ÉãÀÄ? 1.________________________________________________________ 1.____________________________________________________________ 2._________________________________________________ 2._____________________________________________________________ 3. _____________________________________________ ____________________________________________________________ H-Satisfaction atisfaction & suggestions/ suggestions vÀÈ¦Û ªÀÄvÀÄÛ ÀÄvÀÄÛ ¸À®ºÉUÀ¼ÀÄ 1 2 Are you satisfied with the way BWSSB WSSB performs? d®ªÀÄAqÀ½AiÀÄ PÁ0iÀÄð¤ªÀðºÀuÉ §UÉÎ ¤ªÀÄUÉ vÀȦÛ0iÀiÁVzÉAiÉÄ? 1 Yes/ºËzÀÄ No/E®è 2 What are the areas for improvement in BWSSB as an organization? d®ªÀÄAqÀ½AiÀÄÄ MAzÀÄ ¸ÀA¸ÉÜ ÀA¸ÉÜAiÀiÁV AiÀiÁªÀ PÉëÃvÀæUÀ¼À°è ¸ÀÄzsÁgÀuÉUÉƼÀî¨ÉÃPÀÄ? 1._________________________________________________________________________________________________________________ 2._________________________________________________________________________________________________________________ 2._________________________________________________________________________________________________________________ 3 3. ________________________________________________________________________________________________________________ Are you satisfied with your job in BWSSB? Completely Satisfied d®ªÀÄAqÀ½AiÀÄ°è ¤ªÀÄä PÉ®¸ÀzÀ §UÉÎ ¤ÃªÀÅ ¸ÀA¥ÀÇtðªÁV vÀȦÛPÀgÀªÁVzÉ vÀÈ¥ÀÛgÁV¢ÝÃgÁ? 1 Q.6 2 Partially Satisfied ¨sÁUÀ±ÀB vÀȦÛPÀgÀªÁVzÉ Dissatisfied CvÀÈ¦Û PAC BWSSB Page 12 Q.5 3 AN ASSESSMENT OF BWSSB SERVICES - STAFF QUESTIONNAIRE QUESTIONNAIRE-2 d® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - ¹§âA¢AiÀÄ ¥Àæ±ÁߪÀ½ 4 What are the reasons for your dissatisfaction? (multiple ultiple response) ¤ªÀÄä CvÀȦÛUÉ PÁgÀtUÀ¼ÉãÀÄ? (MAzÀQÌAvÀ ºÉZÀÄÑ GvÀÛgÀ) Round the clock duty ¢£À¥ÀÇwð PÉ®¸À 1 Harassment by higher officers »jAiÀÄ C¢üPÁjUÀ½AzÀ QgÀÄPÀļÀ 2 Pressure/interference from influential people ¥Àæ¨sÁ« ªÀåQÛUÀ¼À MvÀÛqÀ/ªÀÄÆUÀÄvÀÆj¸ÀÄ«PÉ 3 Lack of respect from the public ¸ÁªÀðd¤PÀjAzÀ UËgÀªÀ PÀrªÉÄ 4 Not allowed to take leave gÀeÉ vÉUÉzÀÄPÉƼÀî®Ä CªÀPÁ±À«®è 5 No time to attend to family PÀÄlÄA§zÀ eÉÆvÉ ¸ÀªÀÄAiÀÄ PÀ¼ÉAiÀÄ®Ä ¸ÀªÀÄAiÀÄ«®è 6 Corruption ¨sÀæµÁÖZÁgÀ 7 Bias in promotion §rÛAiÀÄ°è ¥ÀPÀë¥ÁvÀ 8 Credit taken by higher officer £ÁªÀÅ ªÀiÁrgÀĪÀ PÉ®¸ÀPÉÌ G£ÀßvÁ¢üPÁjUÀ¼ÀÄ ¥Àæ¸ÀA±É ¥ÀqÉAiÀÄÄwÛgÀĪÀÅzÀÄ 9 Not given due recognition of good work done GvÀÛªÀÄ PÉ®¸À ªÀiÁrzÀgÀÆ £ÀªÀÄUÉ ªÀiÁ£ÀåvÉ E®è 10 Sexual harassment at work place PÉ®¸ÀzÀ ¸ÀܼÀzÀ°è ¯ÉÊAVPÀ QgÀÄPÀļÀ 11 Late hours of work/ work/ºÉZÀÄÑ PÉ®¸ÀzÀ ªÉÃ¼É 12 Lack of consideration during pregnancy UÀ¨sÀðzsÁgÀuÉAiÀÄ ¸ÀªÀÄAiÀÄzÀ°è PÀ¤PÀgÀ«®è 13 Lack of opportunity to express views £ÀªÀÄä ¤®ÄªÀ£ÀÄß ªÀåPÀÛ¥Àr¸À®Ä CªÀPÁ±ÀUÀ¼À PÉÆgÀvÉ EzÉ 14 Others/ EvÀgÉ _________________________ ________________________ 5 6 What should be done to make you feel completely satisfied? ¤ÃªÀÅ ¸ÀA¥ÀÇtðªÁV vÀȦۺÉÆAzÀ®Ä K£ÀÄ ªÀiÁqÀ¨ÉÃPÀÄ? 1._________________________________________________________________________________ 1.__________________________________________________________________________________________ 2._________________________________________________________________________________ 2.___________________________________________________________________________________________ 3. __________________________________________________________________________________________ ________________________________________________________________________________ What reforms do you suggest to improve your working condition in the Department? (Multiple response) PÀbÉÃjAiÀÄ°è ¤ªÀÄä PÉ®¸ÀzÀ ªÁvÁªÀgÀtªÀ£ÀÄß GvÀÛªÀÄUÉƽ¸À®Ä ¤ªÀÄä ¸À®ºÉUÀ¼ÉãÀÄ? (MAzÀQÌAvÀ ºÉZÀÄÑ GvÀÛgÀ) Increase in staff strength ¹§âA¢AiÀÄ ¸ÀASÉåAiÀÄ£ÀÄß ºÉaѸÀ¨ÉÃPÀÄ 1 Fixation duty hours PÉ®¸ÀzÀ ¸ÀªÀÄAiÀĪÀ£ÀÄß ¤UÀ¢UÉƽ¸À¨ÉÃPÀÄ 2 Mandatory shift system PÀqÁØAiÀÄ ²¥ïÖ ªÀåªÀ¸ÉÜ 3 Increase in salary and amenities ¸ÀA§¼À ªÀÄvÀÄÛ ¨sÀvÉåAiÀÄ°è ºÉZÀѼÀ 4 Proper rest and leave ¸ÀjAiÀiÁzÀ «±ÁæAw ºÁUÀÆ gÀeÉ 5 VRS should be allowed ¸ÀéAiÀÄA ¤ªÀÈwÛºÉÆAzÀ®Ä C£ÀĪÀÅ ªÀiÁqÀ¨ÉÃPÀÄ 6 Division level enforcement team is needed «¨ssÁUÀzÀ ªÀÄlÖzÀ°è PÉ®¸ÀªÀ£ÀÄß eÁjUÉ vÀgÀĪÀ vÀAqÀzÀ CUÀvÀå«zÉ 7 Other /EvÀgÉ _________________________ PAC BWSSB Page 13 AN ASSESSMENT OF BWSSB SERVICES - STAFF QUESTIONNAIRE QUESTIONNAIRE-2 d® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - ¹§âA¢AiÀÄ ¥Àæ±ÁߪÀ½ I-Support upport from BWSSB / d®ªÀÄAqÀ½AiÀÄ ¸ÀºÁAiÀÄvÀ£À 1 Iss the department providing you with the following facilities? ¤ªÀÄä E¯ÁSɬÄAzÀ PɼÀV£À ¸Ë®¨sÀåUÀ¼ÀÄ zÉÆgÀPÀÄwÛzÉAiÉÄ? Facilities ¸Ë®¨sÀåUÀ¼ÀÄ A Housing Loan Provided 1 ¤ÃqÀ¯ÁUÀÄwÛzÉ Not provided 2 ¤ÃqÀÄwÛ®è Not applicable 3 C£Àé¬Ä¸ÀĪÀÅ¢®è Opinion on the facility ¸Ë®¨sÀåUÀ¼À §UÉÎ C©ü¥ÁæAiÀÄ Completely satisfied=1 ¸ÀA¥ÀÇtðªÁV vÀȦÛAiÀiÁVzÉ = 1 Partly satisfied =2 ¨sÁUÀ±ÀB vÀȦÛPÀgÀ = 2 Dissatisfied – 3 CvÀȦÛPÀgÀ = 3 1 2 3 1 2 3 1 2 3 1 2 3 1 2 3 1 2 3 Suggestions for Improvement (for those mentioning partial satisfaction and dissatisfaction) GvÀÛªÀÄUÉƽ¸À®Ä ¸À®ºÉUÀ¼ÀÄ (¨sÁUÀ±ÀB vÀȦÛPÀgÀ ºÁUÀÆ CvÀȦÛPÀgÀ JAzÀÄ £ÀªÀÄÆ¢¹gÀĪÀªÀjUÉ ) UÀȺÀ ¸Á® B Education Loan ²PÀët ¸Á® C Health Insurance coverage by BWSSB DgÉÆÃUÀå «ªÀiÁ ¸Ë®¨sÀå 2 Does the department support you at times of family need / crises? ¤ªÀÄä PËlÄA©PÀ CªÀ±ÀåPÀvÉ/vÉÆAzÀgÉUÀ½UÉ E¯ÁSÉAiÀÄÄ ¸ÀºÁAiÀÄ ¤ÃqÀÄwÛzÉAiÉÄ? 3 How does the department support you? E¯ÁSÉ ºÉÃUÉ ¤ªÀÄUÉ ¸ÀºÁAiÀÄ ªÀiÁqÀÄvÀÛzÉ? Yes/ºËzÀÄ 1 No/E®è 2 Financial help/compensation ºÀtPÁ¹£À £ÉgÀªÀÅ/¥ÀjºÁgÀ zsÀ£À 1 Counseling D¥ÀÛ¸¸ÀªÀi ÀªÀiÁ¯ÉÆÃZÀ£É £ÀqɸÀĪÀÅzÀÄ 2 Others /EvÀgÉ __________________ 4 Who supports you in times of family need / crises? ¤ªÀÄä PËlÄA©PÀ CªÀ±ÀåPÀvÉ/vÉÆAzÀgÉUÀ½UÉ vÉÆAzÀgÉUÀ½UÉ AiÀiÁgÀÄ ¸ÀºÁAiÀÄ ªÀiÁqÀÄvÁÛgÉ? Relatives / friends §AzsÀÄUÀ¼ÀÄ/¸ÉßûvÀgÀÄ 1 CSOs / NGOs ¹.J¸ï.M UÀ¼ÀÄ/J£ï.f.M UÀ¼ÀÄ 2 Influential people ¥Àæ¨sÁ« ªÀåQÛUÀ¼ÀÄ 3 Others /EvÀgÉ ____________________ PAC BWSSB Page 14 Go to Next section AN ASSESSMENT OF BWSSB SERVICES - STAFF QUESTIONNAIRE QUESTIONNAIRE-2 d® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - ¹§âA¢AiÀÄ ¥Àæ±ÁߪÀ½ 5 What support do you expect from BWSSB in i case of a family need / crises? d® ªÀÄAqÀ½AiÀÄÄ ¤ªÀÄä PËlÄA©PÀ CªÀ±ÀåPÀvÉ/vÉÆAzÀgÉUÀ½UÉ ºÉÃUÉ ¸ÀºÁAiÀÄ ªÀiÁqÀĨÉÃPÉAzÀÄ ¤ÃªÀÅ C¥ÉÃQë¸ÀÄ ÀÄ«j? 1.___________________________________________________________________________ 2.___________________________________________________________________________ 3.___________________________________________________________________________ J--Awarness about BWSSB/d®ªÀÄAqÀ½ 1 2 3 Are you aware of the Information booklet (Our Consumer Charter) brought out by BWSSB? d®ªÀÄAqÀ½AiÀÄÄ ºÉÆgÀvÀA¢gÀĪÀ ‘£ÀªÀÄä UÁæºÀPÀgÀ PÉʦrAiÀÄ’’ §UÉÎ ¤ªÀÄUÉ Cj«zÉAiÉÄ? Have you seen the Information booklet (Our Consumer Charter)?? d®ªÀÄAqÀ½AiÀÄÄ ºÉÆgÀvÀA¢gÀĪÀ ‘£ÀªÀÄä UÁæºÀPÀgÀ PÉʦrAiÀÄ£ÀÄß ¤ÃªÀÅ £ÉÆÃr¢ÝÃgÁ? Yes ºËzÀÄ No/E®è How does the Information booklet (Our Consumer Charter) help consumers? (Multiple Response) F PÉʦr UÁæºÀPÀjUÉ ºÉÃUÉ G¥ÀAiÉÆÃUÀªÁUÀÄvÀÛzÉ? (MAzÀQÌAvÀ ºÉZÀÄÑ GvÀÛgÀ) 1 2 Yes ºËzÀÄ 1 No/E®è 2 During the process of application Cfð ¥ÀæQæAiÉÄAiÀÄ ¸ÀªÀÄAiÀÄzÀ°è 1 To get connection ¸ÀA¥ÀPÀð ¥ÀqÉAiÀÄ®Ä 2 To lodge complaint zÀÆgÀÄ zÁR°¸À®Ä 3 During payment of bills ©¯ï ¥ÁªÀw¸ÀĪÀ ¸ÀªÀÄAiÀÄzÀ°è 4 Did not help ¸ÀºÁAiÀÄPÀªÁV®è Q.4 Q.4 5 Others/EvÀgÉ…………………………………………………….. …………………………………………………….. 4 Have you seen the BWSSB website? website d®ªÀÄAqÀ½ ªÉ¨ï¸ÉÊmï ɨï¸ÉÊmï £ÉÆÃr¢ÝÃgÀ? Yes/ºËzÀÄ 1 www.bwssb.org 5 6 No/E®è 2 Is the BWSSB Website user friendly? d®ªÀÄAqÀ½ ªÉ¨ï¸ÉÊmï §¼À¸À®Ä ¤ªÀÄUÉ ¸ÀÄ®¨sÀªÁVzÉAiÉÄ? Yes/ºËzÀÄ 1 No/E®è 2 In what way does the website help the consumer? (Multiple response) ªÉ¨ï¸ÉÊmï UÁæºÀPÀjUÉ AiÀiÁªÀ jÃw G¥ÀAiÀÄÄPÀÛªÁVzÉ? (MAzÀQÌAvÀ ºÉZÀÄÑ GvÀÛgÀ) To know how to get new water connection ¤Ãj£À ºÉƸÀ ¸ÀA¥ÀPÀðªÀ£ÀÄß ºÉÃUÉ ¥ÀqÉAiÀĨÉÃPÉAzÀÄ w½AiÀÄ®Ä 1 To know how to get new seawage connection M¼ÀZÀgÀArAiÀÄ ºÉƸÀ ¸ÀA¥ÀPÀðªÀ£ÀÄß ºÉÃUÉ ¥ÀqÉAiÀĨÉÃPÉAzÀÄ w½AiÀÄ®Ä 2 To know where to lodge comp complaints vÉÆAzÀgÉ GAmÁzÀUÀ AiÀiÁjUÉ zÀÆgÀÄ ¤ÃqÀ¨ÉÃPÉAzÀÄ w½AiÀÄ®Ä 3 To know Tariff rates ¤Ãj£À zÀgÀUÀ¼À£ÀÄß w½AiÀÄ®Ä 4 To know bill payment options ©¯ï ¥ÁªÀwAiÀÄ «zsÁ£ÀUÀ¼À£ÀÄß w½AiÀÄ®Ä 5 PAC BWSSB Page 15 Q.9 Q.8 AN ASSESSMENT OF BWSSB SERVICES - STAFF QUESTIONNAIRE QUESTIONNAIRE-2 d® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - ¹§âA¢AiÀÄ ¥Àæ±ÁߪÀ½ To know contact details/consumer help line number / ¸ÀA¥ÀPÀ𠫪ÀgÀUÀ¼ÀÄ ºÁUÀÆ ¸ÀºÁAiÀĪÁt ¸ÀASÉåUÀ¼À£ÀÄß w½zÀÄPÉƼÀî®Ä 6 Others EvÀgÉ _________________________ 7 8 Do you think the BWSSB website provides all required information to its consumers? UÁæºÀPÀjUÉ ¨ÉÃPÁVgÀĪÀ ªÀiÁ»wAiÀÄ£ÀÄß d®ªÀÄAqÀ½ ªÉ¨ï¸ÉÊmï ºÉÆA¢zÉAiÉÄÃ? Yes ºËzÀÄ 1 No E®è 2 In news paper ¢£À¥ÀwæPÉUÀ¼À°è Banners ¨Áå£ÀgïUÀ¼À°è 1 Q.9 What extra information do you want to add in the BWSSB website? d®ªÀÄAqÀ½ ªÉ¨ï¸ÉÊn£À°è ¨ÉÃgÉ AiÀiÁªÀ ªÀiÁ»wAiÀÄ£ÀÄß ¸ÉÃj¸À®Ä ¤ÃªÀÅ §AiÀĸÀÄwÛÃj? 1.____________________________________________________________________________ 2.____________________________________________________________________________ 3.____________________________________________________________________________ 9 Have ave you seen any advertisements from BWSSB regarding water saving? (Multiple response) Pamphlets ¥ÁA¥ÉèmïUÀ¼À°è d®ªÀÄAqÀ½¬ÄAzÀ ¤Ãj£À G½vÁAiÀÄzÀ §UÉÎ AiÀiÁªÀÅzÁzÀgÀÄ eÁ»gÁvÀ£ÀÄß £ÉÆÃrgÀÄ«gÁ gÁ? (MAzÀQÌAvÀ ºÉZÀÄÑ GvÀÛgÀ) 10 11 Have you adopted any water saving methods? ¤ÃªÀÅ ¤Ãj£À AiÀiÁªÀÅzÁzÀgÀÄ G½vÁAiÀÄ «zsÁ£ÀUÀ¼À£ÀÄß C¼ÀªÀr¹PÉÆAr¢ÝÃgÁ? Hoardings ¥sÀ®PÀUÀ¼À°è 2 3 4 In TV n.« AiÀÄ°è 5 Website ªÉ¨ï ¸ÉÊmï£À°è 6 Yes/ ºËzÀÄ Please Specify/ w½¹ …………………………………. No E®è 1 2 What is your suggestion on water saving? ¤Ãj£À G½vÁAiÀÄzÀ §UÉÎ ¤ªÀÄä ¸À®ºÉUÀ¼ÉãÀÄ? UÀ¼ÉãÀÄ? 1._________________________________________________________________________________________________________________ 1._________________________________________________________________________________________________________________ 2._________________________________________________________________________________________________________________ 2._________________________________________________________________________________________________________________ 3._________________________________________________________________________________________________________________ End time of interview ¸ÀAzÀ±Àð£À ªÀÄÄVzÀ ¸ÀªÀÄAiÀÄ PAC _______AM/PM BWSSB Page 16 AN ASSESSMENT OF BWSSB SERVICES - STAFF QUESTIONNAIRE QUESTIONNAIRE-2 d® ªÀÄvÀÄÛ M¼ÀZÀgÀAr ªÀÄAqÀ½ ¸ÉêÉUÀ¼À «ªÀıÀðuÉ - ¹§âA¢AiÀÄ ¥Àæ±ÁߪÀ½ Any other observations/ EvÀgÉ C©ü¥ÁæAiÀÄUÀ¼ÀÄ This section should be filled only by the supervisor F ¨sÁUÀªÀ£ÀÄß ªÉÄðéZÁgÀPÀgÀÄ ªÀiÁvÀæ vÀÄA§¨ÉÃPÀÄ Name of the Interviewer ¸ÀAzÀ±ÀðPÀgÀ ºÉ¸ÀgÀÄ Scrutinized by ¥Àj²Ã°¹zÀªÀgÀÄ Name ______________________________ ºÉ¸ÀgÀÄ Contact Number___________________________________ zÀÆgÀªÁt ¸ÀASÉå _________________________________ Name ______________________________ ºÉ¸ÀgÀÄ Have all the questions been correctly filled? J¯Áè ¥Àæ±ÉßUÀ¼ÀÄ ¸ÀjAiÀiÁV vÀÄA§¯ÁVzÉAiÉÄ? Yes/ºËzÀÄ 1 No/E®è 2 Have all the skips been correctly followed? J¯Áè ¹Ì¥ïUÀ¼À£ÀÄß ¸ÀjAiÀiÁV ¥Á°¸À¯ÁVzÉAiÉÄ? Yes/ºËzÀÄ 1 No/E®è 2 Yes, Spot Checks ºËzÀÄ, ¸ÀܼÀzÀ°èAiÉÄà ¥Àj²Ã°¸À¯ÁVzÉ 1 Yes, Back checks ºËzÀÄ, ªÀÄvÉÛ ¥Àj²Ã°¸À¯ÁVzÉ 2 Yes, both ºËzÀÄ ºËzÀÄ, ªÉÄð£À JgÀqÀÄ 3 No /E®è 4 Yes/ºËzÀÄ No/E®è 1 2 Does this questionnaire pass all quality checks? F ¥Àæ±ÁߪÀ½AiÀÄ UÀÄtªÀÄlÖªÀ£ÀÄß ¥ÀjÃQë¸À¯ÁVzÉAiÉÄ? Does this questionnaire need revision or revisit? F ¥Àæ±ÁߪÀ½AiÀÄ£ÀÄß ªÀÄgÀÄ¥Àj²Ã®£É CxÀªÁ ¥ÀÅ£À«ÃðPÀëuÉ ªÀiÁqÀ¨ÉÃPÉ? THANK YOU ªÀAzÀ£ÉUÀ¼ÀÄ PAC BWSSB Page 17 ANNEXURE 3: Division-wise comparison tables Central 14.7 20.2 2.3 14.7 0 7.8 58.9 0.8 100 0 Central 96.9 13.2 14.0 1.6 5.4 0.8 2.3 3.1 Central 91.5 3.1 1.6 2.3 0.8 0.0 0.8 0.0 0.0 0.0 0.0 Water sources Public Tap Public Hand Pump/bore well Bore well water connection through tap near home Public Mini Water Supply Scheme Tanker supply (free of cost) Tanker supply (with cost) No other water source Others Own Borewell CMC Well Water sources Tap at home Public Tap Public Hand Pump/bore well Bore well water connection through tap near home Public Mini Water Supply Scheme Tanker supply (free of cost) Tanker supply (with cost) Others Own Borewell CMC Well Water sources Tap at home (Kaveri) Public Tab Public Hand Pump/bore well Own Hand Pump/bore well Public Mini Water Supply Scheme Bore well water connection through tap near home Tanker supply (with cost) Others Total Own Borewell Neighbours House South West 98.8 5.8 3.2 2.0 2.6 0.0 3.2 1.5 80.0 20.0 South West 87.7 1.5 1.2 8.2 0.3 0.6 0.0 0.6 100.0 50.0 50.0 Main source of water supply at home (BWSSB/ own) (%) East North North East North West South South East 94.0 97.6 91.0 93.5 99.5 91.7 1.6 1.8 1.4 2.4 0.0 0.0 0.8 0.0 0.7 0.4 0.0 4.7 1.8 0.6 5.6 1.6 0.5 2.1 0.0 0.0 0.0 0.4 0.0 0.0 0.0 0.0 0.0 1.6 0.0 0.0 1.6 0.0 0.0 0.0 0.0 0.0 0.3 0.0 1.4 0.0 0.0 1.6 100.0 0.0 100.0 0.0 0.0 100.0 100.0 0.0 100.0 0.0 0.0 100.0 0.0 0.0 0.0 0.0 0.0 0.0 Use of water sources supplied by BWSSB (%) North North East North West South 100.0 100.0 99.2 100.0 5.4 8.3 9.0 2.4 6.0 7.6 5.3 1.5 1.8 2.1 8.6 2.9 0.6 2.1 6.1 0.0 0.0 0.0 0.4 0.0 1.2 5.6 0.4 0.5 0.6 6.9 1.2 0.0 100.0 100.0 100.0 0.0 0.0 0.0 0.0 0.0 South West 24.3 4.1 4.1 4.1 0.6 2 64.6 1.2 100 0 South East 97.9 12.4 13.0 17.6 2.1 1.0 5.7 1.6 100.0 0.0 East 99.5 7.0 5.2 5.2 3.6 0.3 10.2 0.3 100.0 0.0 Sources of water supply by BWSSB (Apart from Cauvery water) % East North North East North West South South East 13.5 7.7 28.5 29.8 9.8 17.6 6.8 7.1 9.7 9.4 2.4 19.7 4.7 3 1.4 9 3.9 18.1 4.4 0 6.9 9.4 0 7.8 1.6 0 0 2 0 0 6.3 0 2.8 0.4 1 7.8 75 82.1 58.3 51 83.4 49.7 0 0 3.5 1.6 0.5 1.6 0 0 100 100 100 100 0 0 0 0 0 0 DIVISION WISE DATA TABLES West 95.9 2.0 0.8 0.8 0.0 0.4 0.0 0.0 0.0 0.0 0.0 West 100.0 20.3 10.2 8.9 6.5 2.4 5.7 0.0 0.0 0.0 West 28.9 15 12.6 8.9 3.7 8.5 59.8 0.4 0 100 % % 93.4 1.5 1.1 2.8 0.1 0.3 0.3 0.4 100.0 87.5 12.5 % 99.2 9.0 6.6 5.7 3.4 0.5 4.4 1.3 96.3 3.7 19.7 9.5 6.7 5.8 1.1 4.1 65.5 0.9 94.7 5.3 N (2056) 1920.0 31.0 22.0 58.0 3.0 7.0 7.0 8.0 8.0 7.0 1.0 N (2040) 2040.0 186.0 136.0 118.0 69.0 11.0 90.0 27.0 26.0 1.0 N (2056) 406 195 138 120 22 84 1,346 19 18 1 No Whether timings are convenient Yes 22.5 48.8 20.2 20.2 22.5 14.7 19.4 Timings 4.00am-700am 7.00 am- 12.00noon 12.00 noon-4.00pm 4.00pm-7.00pm 7.00pm-10.00pm 10.00pm-12.00midnight 12.00midnight-4.00am 26.4 Central 73.6 Central 0.8 14.7 35.7 14 30.2 4.7 Central Duration Less than a hour One to two hours Two to three hours Three to five hours More than five hours Don’t Know 3.9 69 10.1 13.2 3.9 Central Frequency Once a day Once in 2 days Once in 3 days Once in 4-5 day Irregular 100 0 Central 96.1 3.9 Central Whether connected… Yes No Type… Yes, with meter Yes, without meter East East 32.3 40.5 29.9 12.2 19.5 29.5 Whether water supply timings are convenient (%) North North East North West South South East 67.7 59.5 70.1 87.8 80.5 70.5 8.1 62.2 26.3 20.8 20.6 11.2 12.5 0.4 25.2 58.5 8.5 6.5 0.8 West 0 70.3 26.8 2.8 0 West West 98.8 1.2 100 0 % 22.8 South West 77.2 19.5 West 80.5 Water supply timings (%) North East North West South South East South West % 9.5 27.1 13.9 19 14.5 West 14.3 8.9 75 36.8 66.1 67.3 61.7 54.7 64.2 31.5 22.9 26.9 25.9 26.9 18.4 52.8 16.1 12.5 16.7 24.4 19.7 19.6 29.7 25.6 31.3 22 37.1 31.6 31.3 22.8 19 21.5 9.4 15.6 15 19.6 3.7 13.1 20.8 10.2 13.7 10.9 8.2 1.2 South West0.9 17.5 48.5 21.6 9.9 1.5 Duration of water supply on the day of supply (in hours) (%) East North North East North West South South East 3.9 1.2 6.3 1.6 3.4 11.4 19.5 17.9 21.5 18.8 24.9 23.8 45.1 55.4 53.5 40.8 46.3 50.8 19.3 19.6 10.4 24.9 13.7 8.8 9.6 3 5.6 13.1 11.2 3.1 2.6 3 2.8 0.8 0.5 2.1 North South West1.8 84.5 13.5 0 0.3 0.5 22.4 50 20.8 6.3 Frequency of Cauvery water supply (%) North North East North West South South East 1.2 3.5 2.9 1 1 6 72.2 56.7 49.3 61.7 64.3 13.2 38.4 47.8 22.8 27.4 8.3 2 2 14 1.2 2.8 0 0 0.5 East South West 97.7 2.3 Type of BWSSB water connection (%) North North East North West South South East South West 100 100 100 100 100 97.4 West 97.7 0 0 0 0 0 2.6 2.3 Whether house is connected to the BWSSB sewerage line (%) East North North East North West South South East 96.9 97.6 95.1 98 99.5 96.4 3.1 2.4 4.9 2 0.5 3.6 East DIVISION WISE DATA TABLES % % % % 25.4 74.6 14 60.6 28.1 20.4 26.8 13.9 11.2 3.1 20.4 48.2 16.6 9.7 1.9 1.5 54 33.1 9.6 1.8 97.5 2.5 99.4 0.6 522 N (2056) 1,534 287 1,245 577 420 550 285 230 N (2056) N (2056) 64 420 992 341 200 39 N (2056) 31 1,110 680 198 37 N (2056) 2,004 52 N (2056) 2,043 13 Central Frequency All Day (24 - hours) More than once in a day Once a day At least once in 2 days Central 63.0 11.1 40.7 7.4 100.0 100.0 0.0 Central 100 79.1 20.9 Whether adequate… Total Yes No Additional sources Purchase from outside Purchase / borrow from neighbours Use Public tap/bore well Others Total Own Borewell Tanker Central 18.6 68.2 13.2 Pressure High Medium Low 2.3 6.2 67.4 24 Central 23.5 88.2 11.8 20.6 2.9 2.9 Timings 4.00am-700am 7.00 am- 12.00noon 12.00 noon-4.00pm 4.00pm-7.00pm 7.00pm-10.00pm 10.00pm-12.00midnight 18.5 96 16.9 9.7 7.3 0 East 73.2 20.7 23.2 1.2 100.0 0.0 100.0 West 100 96.7 3.3 West 42.7 55.3 2 0.4 2.4 36.2 61 West West 27.1 89.6 14.6 10.4 10.4 0 % Managing daily water requirements (%) South North North East North West South South East West West % 84.1 33.3 17.6 71.4 47.6 63.2 62.5 27.3 16.7 0.0 38.1 45.2 13.2 12.5 13.6 36.1 64.7 4.8 45.2 36.8 37.5 4.5 13.9 17.6 0.0 11.9 10.5 0.0 100.0 100.0 100.0 0.0 100.0 100.0 0.0 100.0 100.0 100.0 0.0 100.0 100.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 South West100 88.9 11.1 Whether quantity of water supply is adequate for daily needs (%) East North North East North West South South East 100 100 100 100 100 100 78.6 73.8 75 93.1 89.8 78.2 21.4 26.2 25 6.9 10.2 21.8 South West2.3 6.7 55.6 35.4 South West 21.9 64.9 13.2 31.8 58.6 9.6 Pressure of water supply (%) North North East North West 22.6 24.3 38.4 61.3 57.6 57.6 16.1 18.1 4.1 South East 0.5 4.1 38.9 56.5 South West 25.6 88.5 30.8 29.5 15.4 0 South South East 31.7 18.1 64.9 68.9 3.4 13 East 0 2.9 27.3 69.8 South Convenient timings for water supply (%) North North East North West South South East 2.9 2.3 16.7 15 29.8 91.2 90.7 83.3 90 77.2 45.6 4.7 26.7 40 31.6 17.6 7 16.7 17.5 40.4 4.4 11.6 20 7.5 21.1 0 0 0 2.5 7 Frequency of water supply desired (%) East North North East North West 1.3 0 1.4 1.2 4.4 0.6 5.6 3.3 30.2 28 59.7 40.8 64.1 71.4 33.3 54.7 East DIVISION WISE DATA TABLES % % % 95 467 131 97 56 6 N (522) 61.3 22.5 30.8 7.0 100.0 95.5 4.5 100 84.7 15.3 28.8 61.5 9.7 N (315) 193 71 97 22 22 21 1 N (2056) 2,056 1,741 315 N (2056) 593 1,264 199 All N (2056) 1.1 23 4.1 85 41.1 846 53.6 1,102 18.2 89.5 25.1 18.6 10.7 1.1 Leakage from water pipe Bursting of water pipe Deviation of water from the main line Others Don't Know Total Tank Cleaning Central South West100 38.7 61.3 South West % 100 75 25 Whether payment made for this water (%) North North East North West South South East 100 100 100 100 100 100 58.5 78.6 51.7 45.2 83.3 60.4 41.5 21.4 48.3 54.8 16.7 39.6 Whether this amount is included in the BWSSB monthly water bill (%) East North North East North West South South East % % % % % % 100 100 100 100 100 100 32.3 50 73.3 52.6 84 69 67.7 50 26.7 47.4 16 31 % % 100 64.3 35.7 100 61.2 38.8 100 1.2 10.5 4.7 83.6 61 87.8 24.4 4.9 2.4 100 100 East 66.7 70.8 29.2 0 2.8 0 0 62 76.7 20.9 1 4.2 100 100 West % 100 78.8 21.2 West 100 82.5 17.5 % Reasons for recent breakdown (%) North North East North West South South East South West % 53.5 39.1 62.1 61.5 69.1 West 66.2 59.4 69.8 65.2 72.4 84.6 83.6 75.7 84.4 18.6 17.4 20.7 7.7 27.3 14.9 12.5 0 0 3.4 0 0 1.4 0 11.6 4.3 6.9 0 0 5.4 3.1 0 0 0 0 0 100 0 0 0 0 0 0 100 0 East West 100 1.2 21.5 2.8 74.4 100 18.6 81.4 Total Yes No Total Yes No Central % 100 0 100 South West100 1.2 5 2.9 90.9 Frequency of BWSSB supplied borewell water (%) North North East North West South South East 100 100 100 100 100 100 0 0 2.1 1.6 0 3.1 9.4 8.9 11.8 8.2 12.7 14 4.4 7.7 6.3 7.3 2 7.8 86.2 83.3 79.9 82.9 85.4 75.1 East Experience of any breakdown in BWSSB Cauvery water supply (%) East North North East North West South South East South West % West% % % % % % % % 100 100 100 100 100 100 100 100 100 31.8 18.8 25.6 16 11.8 6.3 28.5 21.6 13 68.2 81.3 74.4 84 88.2 93.7 71.5 78.4 87 Central 100 14.3 85.7 Column1 Total Yes No Central % Central 100 3.9 3.9 3.1 89.1 Frequency Total Daily Alternate days Once a week Do not receive DIVISION WISE DATA TABLES N (382) N N N 237 293 80 4 16 2 2 2,056 382 1,674 207 133 74 338 207 131 N (2056) 2,056 25 216 97 1,718 Total Sweet Salty Tasteless Central 100 87.6 0 12.4 East 100 83.6 0.3 16.1 100 16.7 83.3 Total Yes No East Central 100 22.5 77.5 West 100 34.1 65.9 West 100 75.2 24.8 0 0 28.1 21.9 18.8 9.4 15.6 6.3 0 0 0 0 0 0 0 0 0 0 0 West Taste of the water (%) North East North West South South East South West % 100 100 100 100 100 West 100 100 75.6 75 88.6 82 76.7 79.2 86.2 1.2 0.7 0.4 0 0.5 0 0 23.2 24.3 11 18 22.8 20.8 13.8 South West100 19.6 80.4 Whether there is odour in the water (%) North North East North West South South East 100 100 100 100 100 34.5 25.7 22.9 25.4 32.6 65.5 74.3 77.1 74.6 67.4 North South West100 68.7 31.3 South West 0 14.9 29.7 16.2 8.1 5.4 1.4 6.8 12.2 0 0 0 1.4 4.1 0 0 0 0 0 South South East 100 100 69.8 67.4 30.2 32.6 Colour of the water (%) North North East North West 100 100 100 70.8 63.2 78.4 29.2 36.8 21.6 Time taken to restore the water supply (No. of Days) North North East North West South South East 0 0 0 0 0 3.6 5.6 2.3 21.7 17.2 0 9.1 26.4 9.3 30.4 31 23.1 25.5 20.8 16.3 13 0 0 18.2 8.3 11.6 8.7 10.3 15.4 3.6 5.6 7 4.3 3.4 0 12.7 16.7 16.3 0 3.4 30.8 3.6 2.8 14 4.3 10.3 15.4 3.6 0 4.7 0 6.9 7.7 7.3 0 2.3 4.3 0 0 0 2.8 2.3 4.3 13.8 0 5.5 2.8 7 0 0 7.7 0 0 0 0 3.4 0 0 6.9 4.7 8.7 0 0 7.3 0 0 0 0 0 0 1.4 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 2.3 0 0 0 0 100 89.3 10.7 East East Total Clear Muddy 2.4 14.6 12.2 12.2 9.8 7.3 2.4 14.6 4.9 0 0 4.9 0 4.9 2.4 2.4 2.4 2.4 0 Central Central 100 69.8 30.2 No.of days 0 1 2 3 4 5 6 7 8 9 10 12 14 15 25 28 30 40 Don't Know/Can't say DIVISION WISE DATA TABLES % % % 100 82 0.3 17.8 100 24.8 75.2 100 74.3 25.7 0.8 9.7 24.1 15.4 9.4 6.8 8.6 7.6 5.2 0.5 2.9 2.1 0.5 4.7 0.3 0.5 0.3 0.3 0.3 3 37 92 59 36 26 33 29 20 2 11 8 2 18 1 2 1 1 1 N (2056) 2,056 1,685 6 365 N (2056) 2,056 510 1,546 N (2056) 2,056 1,528 528 N (382) South West100 9.1 90.9 South West100 67.7 16.1 16.1 Whether visited the BWSSB office (excluding bill payment) East North North East North West South South East 100 100 100 100 100 100 10.2 14.9 15.3 10.2 2.9 10.9 89.8 85.1 84.7 89.8 97.1 89.1 Timing of most recent visit to BWSSB office North North East North West South South East 100 100 100 100 100 100 84.6 92 72.7 72 100 100 7.7 4 13.6 16 0 0 7.7 4 13.6 12 0 0 Central 100 14 86 Central 100 61.1 22.2 16.7 Total Yes No Total Within the last one year Last one to two years More than two years back East 100 78.6 17.2 4.2 West 100 92.3 7.7 0 West 100 5.3 94.7 West 100 68.3 16.7 15 % % % 100 80.5 10.5 9 100 9.7 90.3 100 68.2 23.7 8.1 South West100 67.5 22.5 9.9 Satisfaction with quality of water supply (%) North North East North West South South East 100 100 100 100 100 65.5 55.6 76.7 69.8 48.7 23.8 36.8 19.2 20.5 47.2 10.7 7.6 4.1 9.8 4.1 Total Completely satisfied Partially satisfied Dissatisfied East % 100 68.5 23.7 7.8 West 100 80.9 15.9 3.3 South West100 70.2 23.7 6.1 Satisfaction with quantity of water supply (%) North North East North West South South East 100 100 100 100 100 100 67.2 56 60.4 76.3 72.2 50.8 20.3 29.2 33.3 20.4 22.9 38.9 12.5 14.9 6.3 3.3 4.9 10.4 Central 100 66.7 24 9.3 East 100 21.5 37.7 1.8 10.2 75.5 70 46.5 29.5 18.8 Availability of different coping mechanisms (%) North North East North West South South East South West % 100 100 100 100 100 100 West 100 100 23.7 16.1 31.3 21.6 13.7 18.7 23.4 19.1 39.6 39.9 32.6 27.3 30.2 29.5 50.3 41.5 1 0.6 2.8 0.8 1.5 2.6 1.8 2.4 7.8 3 15.3 7.3 9.3 14 15.2 11 82.8 90.5 80.6 66.9 74.6 62.7 75.7 73.2 81.5 88.7 69.4 64.1 60.5 59.1 68.7 64.6 48.7 64.3 45.1 48.2 35.6 40.4 42.4 47.2 34.1 35.1 33.3 21.2 19 24.4 32.2 29.7 14.3 8.3 12.5 23.7 19 28 18.1 24 Total Completely satisfied Partially satisfied Dissatisfied 100 27.1 38.8 3.9 7 69.8 69 51.9 36.4 20.9 East Central 100 76 15.5 8.5 Total Water Purifier Water filter Open Well Bore well Sump tank Overhead tank Pump/ motor for over head tank Water controller None Central DIVISION WISE DATA TABLES N (200) 200 161 21 18 N (2056) 2,056 200 1,856 N (2056) 2,056 1,402 488 166 N (2056) 2,056 1,409 487 160 N (2056) 2,056 442 776 36 209 1,553 1,440 957 606 386 Was instructed by BWSSB Lack of information Lack of time Fast processing Aware that without plumber work can’t be done Self Through Licensed plumber Total To get new water connection To get new sewerage connection To expand/extend existing service For installing Rainwater Harvesting System For grievance redressal Others Water Problem Drainage Problem 41.5 49.5 58.7 61.6 55.6 East Central 25.2 57.1 44.5 61.3 46.2 100 51.3 20.5 2.6 0 51.3 0 0 0 1.6 98.4 East East 7.8 92.2 Central Central 100 38.9 0 0 0 77.8 0 0 0 South West100 35.5 9.7 0 0 71 3.2 100 0 South West2.6 97.4 South West 39.9 47.7 58.9 58.3 38.1 Reasons for visiting BWSSB Office North North East North West South South East 100 100 100 100 100 72 45.5 32 33.3 28.6 0 13.6 4 16.7 28.6 4 4.5 0 16.7 4.8 0 0 0 0 0 32 68.2 72 66.7 61.9 4 0 0 0 9.5 0 0 0 0 100 100 0 0 0 0 Mode of applying for a new connection North North East North West South South East 2.4 21.5 2.4 0.5 4.1 97.6 78.5 97.6 99.5 95.9 Reasons for approaching licensed plumber North North East North West South South East 38.4 17.7 40.6 42.2 43.8 46.3 50.4 47.3 46.6 51.9 59.8 72.6 55.2 64.2 53.5 60.4 52.2 43.9 57.8 59.5 69.5 68.1 56.9 52.9 49.7 DIVISION WISE DATA TABLES West 48.1 49.4 58 50.6 56.4 1.2 98.8 West West 100 38.5 7.7 0 7.7 69.2 0 0 0 % % % 39.6 49.1 58.3 56.3 53.4 3.8 96.2 100 43.5 11.5 2.5 0.5 61.5 2 75 25 N (1978) 784 971 1,154 1,114 1,056 N (2056) 78 1,978 N (200) 200 87 23 5 1 123 4 3 1 Knew it From the Staff members From website Neighbours/friends/relatives Through licensed plumber Through contractor /middle man Division N Mean Median Division N Mean Median Provided all necessary information Yes No Obtained and filled necessary application form Yes No Obtained necessary documents from other departments Yes No Submission of completed application form Yes No Follow up Yes No Installation Yes No Road Cutting Yes No 100 0 99.7 0.3 100 0 97.5 2.5 98.3 1.7 92.4 7.6 98.2 1.8 99.1 0.9 99.1 0.9 99.1 0.9 97.5 2.5 98.7 1.3 100 0 100 0 100 0 100 0 100 0 99.5 0.5 99.5 0.5 99.5 0.5 99.5 0.5 99.5 0.5 98.9 1.1 98.9 1.1 99.5 0.5 99.5 0.5 South West 326 9257 8000 98.2 1.8 99.4 0.6 98.8 1.2 99.4 0.6 99.4 0.6 99.1 0.9 South West 99.1 0.9 40 10 0 40 30 10 Source of information on the process of getting the connection East North North East North West South South East 100 100 19.4 16.7 100 37.5 0 0 41.9 33.3 0 37.5 0 0 3.2 0 0 0 0 0 16.1 33.3 0 25 0 0 19.4 16.7 0 0 0 0 3.2 0 0 0 South West 44.4 22.2 0 22.2 0 11.1 West 33.3 0 0 33.3 33.3 0 240 22 20 West 236 7940 7250 98.4 1.6 99.6 0.4 99.6 0.4 100 0 99.6 0.4 100 0 99.6 0.4 West Days taken by Licensed plumber to install water connection East North North East North West South South East South West 118 377 161 112 238 204 180 West 328 25 29 37 20 28 24 21 27 20 21 30 20 30 25 15 20 Central Central 99.4 0.6 100 0 100 0 100 0 99.1 0.9 100 0 99.5 0.5 South East 177 8490 7000 99.2 0.8 99.2 0.8 98.8 1.2 99.1 0.9 100 0 Amount paid to Licensed plumber for carrying out all the activities Central East North North East North West South 115 377 160 104 235 204 8932 8741 8027 8413 7520 7374 8000 8500 8000 8000 6000 6000 99.2 0.8 98.3 1.7 99.4 0.6 99.1 0.9 South East 91.9 8.1 99.5 0.5 99.2 0.8 99.4 0.6 Activities carried out by licensed plumber North North East North West South 99 1 100 0 East 99.2 0.8 Central DIVISION WISE DATA TABLES Total % % 38.5 26.9 1.3 20.5 14.1 3.8 1,958 26 21 Total 1934 8349 8000 97.7 2.3 99.4 0.6 99.5 0.5 99.5 0.5 99.3 0.7 99.5 0.5 99.5 0.5 N (78) 30 21 1 16 11 3 1,933 45 1,967 11 1,968 10 1,968 10 1,964 14 1,968 10 1,969 9 N (1978) Receipt Status for total amount paid Yes, for full amount paid Yes, for part of the amount paid Did not get the receipt Self Licensed plumber Middleman/contractor Friend/Relative BBMP/Municipality/BDA Sanctioned plan Yes No BBMP/Municipality/BDA latest tax paid receipt Yes No Occupancy Certificate issued by BBMP/Municipality/BDA Yes No Road Cutting Endorsement with challan issued by BBMP/Municipality/BDA Yes No Service station Cash Counters Sub-division office Division office From licensed plumber Through contractor /middle man BWSSB Staff 60 Central 20 20 East 100 0 87.5 12.5 77.8 22.2 77.8 22.2 South West 66.7 11.1 22.2 100 0 100 0 87.5 12.5 87.5 12.5 Whether received receipt for total amount paid North North East North West South South East 33.3 25 16.1 50 0 37.5 66.7 75 32.3 33.3 100 50 0 0 51.6 16.7 0 12.5 80.6 19.4 100 0 100 0 100 0 South West 88.9 11.1 11.1 0 100 0 83.9 16.1 100 0 100 0 Source of help for getting all supporting documents North North East North West South South East 100 100 74.2 83.3 100 100 16.7 0 32.3 16.7 0 0 0 0 12.9 16.7 0 0 0 0 0 16.7 0 25 83.3 16.7 80 20 100 0 83.9 16.1 87.1 12.9 South West 77.8 22.2 South West 44.4 0 0 33.3 0 11.1 11.1 88.9 11.1 100 0 100 0 100 0 100 0 South East South South East 100 25 0 0 0 12.5 0 62.5 0 0 0 0 0 0 75 25 100 0 Central 100 20 10 0 Source of Application form North North East North West 100 38.7 16.7 0 0 0 0 0 16.7 0 35.5 50 0 9.7 16.7 0 3.2 0 0 12.9 0 Documents attached with the completed application North North East North West South 80 20 East East 66.7 0 0 33.3 0 0 0 100 0 40 30 10 20 0 0 0 East 90 10 Central Central DIVISION WISE DATA TABLES 0 100 0 West West 66.7 33.3 0 33.3 66.7 33.3 66.7 33.3 100 0 100 0 West West 33.3 0 0 66.7 0 0 0 % % % % 28.2 43.6 28.2 85.9 20.5 9 5.1 83.3 16.7 88.5 11.5 87.2 12.8 89.7 10.3 42.3 3.8 3.8 35.9 5.1 2.6 6.4 N (78) N(78) N (78) N (78) 22 34 22 67 16 7 4 65 13 69 9 68 10 70 8 33 3 3 28 4 2 5 Central 30 20 10 40 Yes No Easy Difficult Yes No Refused to show bill Division N Mean Median Central 42.3 17.9 12.8 26.9 Whether retained the bill for the payment made North North East North West South South East 0 50 9.7 16.7 0 12.5 0 0 83.9 83.3 0 87.5 100 50 6.5 0 100 0 South West 0 100 0 % Whether have a Rainwater harvesting (RWH) system in the house East North North East North West South South East South West % 3.9 5.2 2.4 6.3 4.9 1.5 4.7 West 4.1 1.6 96.1 94.8 97.6 93.8 95.1 98.5 95.3 95.9 98.4 100 0 West 33.3 66.7 0 3.9 96.1 89.7 10.3 10.3 70.5 19.2 78 866 400 % % Average amount paid to plumber for water connection North North East North West South South East South West Total 6 4 31 6 1 8 West 9 3 1,183 313 990 1,783 500 313 411 1,033 500 375 250 1,000 500 0 0 1,000 East East Opinion on process of applying and getting a new connection/ extension of existing connection Central East North North East North West South South East South West 80 100 75 93.5 66.7 100 87.5 West 100 20 0 25 6.5 33.3 0 12.5 0 0 60 40 10 800 500 Central Central West 33.3 33.3 33.3 0 78 4,391 3,000 South West 66.7 11.1 11.1 11.1 29.5 30.8 19.2 12.8 7.7 Average amount spent for getting sanction* North North East North West South South East South West Total 6 4 31 6 1 8 West 9 3 3,750 4,325 4,334 5,750 2,500 2,625 3,372 4,833 2,750 3,095 2,000 2,000 2,500 3,000 3,000 5,000 Number of visits made to get sanction for new connection East North North East North West South South East 0 0 64.5 50 0 0 16.7 0 12.9 0 0 62.5 16.7 0 6.5 16.7 0 37.5 66.7 100 16.1 33.3 100 0 Time taken for approval of new water connection after submission of application East North North East North West South South East South West % 30 50 0 32.3 33.3 0 0 West 55.6 0 50 33.3 50 35.5 16.7 100 25 0 0 10 16.7 50 19.4 0 0 25 11.1 66.7 10 0 0 9.7 50 0 12.5 22.2 0 0 0 0 3.2 0 0 37.5 11.1 33.3 Division Central East 10 N 6,550 Mean 3,250 Median *apart from amount spent on supporting documents One Two Three More than three Less than a week One to two weeks Two to four weeks One to two months More than two months Central DIVISION WISE DATA TABLES 70 8 8 55 15 33 14 10 21 23 24 15 10 6 80 1,976 N (2056) N (78) N (78) N (78) N (78) Yes No Division N Mean Median BWSSB Private trained plumbers and contractors Self Less than one year More than one year I knew it Friends and relatives BWSSB News paper TV Radio Central Central Central Central Central 20 80 5 16600 15000 0 100 0 20 80 100 60 20 0 0 0 East East East East East 75 25 25 75 0 Source of help in installing RWH system North North East North West South South East South West 30 0 0 0 0 22.2 West 21.4 65 100 88.9 100 100 77.8 71.4 5 0 11.1 0 0 0 7.1 % % % 15 81.3 3.8 42.5 57.5 85 25 21.3 2.5 1.3 1.3 Problems faced while installing the RWH system North North East North West South South East South West 10 0 0 0 0 0 West 0 90 100 100 100 100 100 100 0 100 % 3.8 96.3 Average amount spent for installing RWH North North East North West South South East South West Total 20 4 9 12 3 9 West 14 4 80 8350 4750 8056 14500 8667 9611 13500 20250 11225 5500 5000 10000 15000 8000 10000 7500 22500 10000 20 80 Time of Installation North East North West South South East South West 50 66.7 66.7 0 44.4 West 42.9 50 33.3 33.3 100 55.6 57.1 North 50 0 50 0 0 0 Source of information on rain water harvesting North North East North West South South East South West 90 100 77.8 91.7 100 88.9 West 71.4 15 25 22.2 50 0 0 35.7 10 0 22.2 25 0 11.1 42.9 0 0 0 16.7 0 0 0 0 0 0 8.3 0 0 0 0 0 0 8.3 0 0 0 DIVISION WISE DATA TABLES N (80) N (80) N (80) N(80) 3 77 12 65 3 34 46 68 20 17 2 1 1 Monthly Once in two months Unscheduled Yes No Yes No Availability of staff in their seats for applicationSatisfied processing Completely Partly Satisfied Time taken to attend Completely Satisfied Partly Satisfied Time taken to finish work Completely Satisfied Partly Satisfied Helpfulness of staff Completely Satisfied Partly Satisfied Dissatisfied Efficiency with which problem was dealt with Completely Satisfied Partly Satisfied Dissatisfied Ability of the staff in providing the informationSatisfied required Completely Partly Satisfied Overall behavior of staff Completely Satisfied Partly Satisfied Quality of work (installation) Completely Satisfied Partly Satisfied Central Central Central Central 100 0 100 0 70 30 90 10 95.2 1.6 3.2 96.8 3.2 East 100 0 75 25 75 25 90.3 9.7 93.5 6.5 100 0 96.8 3.2 0 96.8 3.2 0 83.3 16.7 66.7 33.3 66.7 33.3 66.7 16.7 16.7 50 33.3 16.7 66.7 33.3 50 50 100 0 100 0 100 0 100 0 0 100 0 0 100 0 100 0 100 0 87.5 12.5 87.5 12.5 75 25 75 25 0 75 25 0 62.5 37.5 75 25 75 25 77.8 22.2 88.9 11.1 88.9 11.1 88.9 11.1 0 77.8 22.2 0 88.9 11.1 88.9 11.1 100 0 100 0 100 0 100 0 100 0 0 100 0 0 100 0 100 0 100 0 % 89.7 10.3 87.2 12.8 88.5 11.5 88.5 10.3 1.3 84.6 14.1 1.3 84.6 15.4 85.9 14.1 88.5 11.5 96.9 0.8 2.4 North Frequency of meter reading North East North West South South East South West 97 100 99.6 100 96.8 West 100 0 0 0.4 0 1.6 0 3 0 0 0 1.6 0 98 1.6 0.4 % 98.3 0.6 1.1 99 1 100 0 70 30 75 25 0 75 25 0 96.8 3.2 96.8 3.2 83.3 16.7 West Whether meter readings are taken on specified date North North East North West South South East South West % 97.9 99.4 100 99.6 100 97.3 West 99.7 99.6 2.1 0.6 0 0.4 0 2.7 0.3 0.4 100 0 0 80 20 0 East 100 0 0 70 30 0 75 25 75 25 96.8 3.2 South West 98.4 1.6 100 0 60 40 96.9 3.1 100 0 70 30 75 25 South East Whether water meter installed in the house North North East North West South South East South West % 99.2 99.4 97.2 99.6 100 95.9 West 96.8 99.6 0.8 0.6 2.8 0.4 0 4.1 3.2 0.4 100 0 Extend of satisfaction with various parameters North North East North West South 60 40 East East DIVISION WISE DATA TABLES 70 8 68 10 69 9 69 8 1 66 11 1 66 12 67 11 69 9 N (2023) 1,988 13 22 N (2023) 2,002 21 N (2056) 2,023 33 N (78) Central Division N Mean Median Yes No Not Applicable BWSSB cash counter BWSSB consumer billing Centre ATM (BWSSB Kiosks ) Bank/ Mobile cash counters/ Internet/ credit card ECS Bangalore One centres High Just right Low 56 25.6 16 2.4 Central Whether accurate Yes, always Yes, sometimes No Not aware Central Central Central 97.6 0 2.4 12.8 13.6 0 2.4 0 71.2 19.2 80.8 0 125 427.472 300 96.8 3.2 Yes No Central 52.2 33.9 11 2.9 97.6 2.4 East East East 99 1 52.1 36.5 9.9 1.5 Regularity of water bills North East North West South South East South West % 98.8 99.3 100 100 98.4 West 100 99.6 1.2 0.7 0 0 1.6 0 0.4 Accuracy of water bills North East North West South South East South West % 50.3 58.6 57.4 37.6 43.2 West 53.8 58.8 35.9 38.6 33.2 48.8 42.7 35.3 35.1 12.6 2.1 9.4 12.2 11.9 10 4.9 1.2 0.7 0 1.5 2.2 0.9 1.2 23.6 76.3 0.1 17.2 16 0.8 1.7 0.3 64 97.5 0.5 2 Type of Water bill payment centres/counters used North North East North West South South East South West % 19.7 19.2 15 13.5 15.6 25.4 West 17.8 13.1 16.8 15.6 5 18.9 20.5 1.1 17.5 25.3 0 0 0.7 0.4 0 2.2 1.2 2.9 2.9 2.4 0 0.8 2 2.2 1.8 0.4 0 0 0.7 0.4 0 0 0.9 0.4 60.6 62.9 78.6 66 62 69.2 60.7 58 Whether timings at the bill payment counter are convenient North North East North West South South East South West % 96.3 97.6 99.3 98.4 95.1 97.8 West 97.3 99.2 0.8 0 0 0.4 2.9 0 0 0 2.9 2.4 0.7 1.2 2 2.2 2.7 0.8 Average bill amount North East North West South South East South West Total 167 140 244 205 185 West 331 245 2023 445.7545 470.9 436.2336 480.3707 415.1676 524.9607 414.9796 453.4187 350 309 300 325 300 350 350 325 North North North Impression on the current water tariff North North East North West South South East South West % 26 25.1 20 21.3 20.5 17.8 West 30.5 22.9 73.8 74.9 79.3 78.7 79 82.2 69.5 77.1 0.3 0 0.7 0 0.5 0 0 0 381 436.5092 300 East East East DIVISION WISE DATA TABLES N (2023) 1,972 10 41 347 324 17 35 6 1,294 N (2023) 477 1,543 3 N (2023) N(2023) 1,054 738 201 30 N (2023) 2,003 20 Yes No Yes No Yes No Newspaper Cable TV Website Others Always Sometimes Never Yes, most of the time Yes , sometimes No irregularities Completely satisfied Partially satisfied Dissatisfied Don’t know/not aware Central Central Central Central Central Central Central 81.8 18.2 78.6 21.4 East 62.5 37.5 North 83.3 16.7 % 72.1 27.9 68.3 31.7 Whether informed BWSSB regarding pipe leakage incidence North North East North West South South East South West % 51.6 63.2 57.9 69.2 66.7 81 West 71.4 81.8 48.4 36.8 42.1 30.8 33.3 19 28.6 18.2 East West 9.7 90.3 Whether noticed any incidence of water pipe leakage near the house East North North East North West South South East South West % 10.9 8.1 11.3 13.2 10.6 5.9 10.9 West 10.2 8.9 89.1 91.9 88.7 86.8 89.4 94.1 89.1 89.8 91.1 90 90 0 0 84 16 76.9 78.8 0.7 0.7 Source of the notifications North East North West South South East South West % 52 78.9 27.6 87.5 81.8 West 73.5 97.6 88 78.9 86.2 37.5 72.7 79.6 61.9 4 0 0 0 3 0 0 0 5.3 0 0 3 0 0 East Whether any action was taken North East North West South South East South 91.7 63.6 61.1 50 58.8 West 8.3 36.4 38.9 50 41.2 3.6 57.6 38.8 Whether observe any prior notifications from BWSSB on irregular water supply East North North East North West South South East South West % 0 6.3 0 0 0 5.1 4.3 West 0 19.6 57.7 63.8 52.1 45.2 55.8 56.4 67.4 50.5 71.7 42.3 30 47.9 54.8 44.2 38.5 28.3 49.5 8.7 3.9 36.4 59.7 85.7 98.2 0 0 2.3 22.1 75.6 Whether faced any irregular water supply in the last 6 months North North East North West South South East South West % 2.9 1.8 2.8 1.2 1 1 West 2.3 3.7 18 26.8 26.4 20 18 22.8 26 15 79.2 71.4 70.8 78.8 81 76.2 71.6 81.3 East North 83.5 12.1 1.9 2.5 92.8 5.6 0 1.6 East Satisfaction with accuracy of the water meter North North East North West South South East South West % 84 91.6 84.3 83.2 85.9 71.4 West 80.4 83.7 9.7 4.2 11.4 13.1 11.2 24.9 15.7 10.2 2.9 0.6 3.6 1.6 1.5 1.6 2.1 1.6 3.4 3.6 0.7 2 1.5 2.2 1.8 4.5 DIVISION WISE DATA TABLES 1,689 245 38 51 N (136) N (199) 236 242 2 2 18 289 195 98 38 136 63 199 1,857 N (2056) N (307) N (502) 47 455 1,554 N (2056) N Yes No Irregular water supply Related to water pipe break downs Meter complaints Related to irregular receipt of bills Less water supply compared to earlier quantity but charging as usual Unauthorized pumpingmore of water from the direct line Related to supply timings Related to quality of water supplied Related to water pressure Related to breakdown of public sources Suspected contamination of water Yes No Yes, by BWSSB (AE/JE) Yes, by BWSSB regular staff Yes, by Meter reader No one visited Danger to pedestrians Stinking Health hazard Over flowing No Problem Central Central Central Central Central 75 25 Whether contacted BWSSB about the recent problem North North East North West South South East South West 42.9 50 66.7 77.8 55.6 43.8 West 59.1 57.1 50 33.3 22.2 44.4 56.3 40.9 46.2 53.8 76.9 30.8 7.7 0 0 0 15.4 30.8 69.2 7.7 53.8 East East % 55.3 44.7 63.5 38.8 21.2 22.4 15.3 9.4 24.7 16.5 35.3 12.9 17.6 50 25 0 0 0 0 50 25 0 25 25 Nature of the problem from BWSSB North North East North West South South East South West 100 66.7 44.4 33.3 68.8 West 77.3 50 66.7 33.3 44.4 75 13.6 0 66.7 22.2 22.2 50 9.1 0 0 22.2 66.7 43.8 18.2 50 33.3 11.1 33.3 43.8 0 0 0 0 22.2 31.3 4.5 0 33.3 0 11.1 25 40.9 0 0 22.2 22.2 6.3 13.6 50 0 11.1 33.3 43.8 31.8 0 0 44.4 33.3 6.3 0 0 0 22.2 11.1 6.3 13.6 10.1 89.9 % 4.1 95.9 Whether faced any problems from BWSSB in the last one year North North East North West South South East South West % 1.8 1.2 2.1 3.7 4.4 8.3 West 6.4 1.6 98.2 98.8 97.9 96.3 95.6 91.7 93.6 98.4 42.9 42.9 14.3 0 0 0 28.6 14.3 28.6 14.3 0 1 11.9 10.8 79.6 Whether experienced any visits from BWSSB staff to check on water thefts East North North East North West South South East South West % 0 0.3 0.6 0 0.4 2 2.1 West 1.8 1.2 8.5 15.4 17.9 6.3 6.1 16.1 9.8 9.6 14.6 7.8 11.2 5.4 2.1 10.2 16.1 16.1 9.6 14.6 85.3 76.6 77.4 92.4 87.8 72.7 73.6 83.3 72.4 East 15.2 14.3 13.1 12.9 81.4 17.1 21.7 14 20.9 76 Whether faced any problem with the manhole nearby the house East North North East North West South South East South West % 16.1 11.3 13.2 14.7 15.6 15 West 19.9 10.6 16.4 14.3 13.2 14.3 9.3 14.5 16.1 9.3 13.5 12.5 12.5 13.9 15.1 12.4 14.3 9.3 12.8 12.5 11.8 11.8 13.2 14 13.7 8.9 82.3 85.1 82.6 80.4 81.5 79.8 78.4 86.2 DIVISION WISE DATA TABLES N (85) N(85) 47 38 54 33 18 19 13 8 21 14 30 11 15 85 1,971 N(2056) 20 245 223 1,636 N (2056) 313 294 270 266 1,674 N (2056) Division N Mean Median 1 2 3 4 5 6 7 10 Yes No Not Applicable Yes No Yes, individually Yes in a group Both Meter Reader Water inspector Valve man Assistant Engineer(AE/Junior Engineer(JE) Assistant Executive Engineer (AEE) Customer Service Cell (Grahakara Sahaya Vaani) Executive Engineer (EE) Consumer Grievance Redressal Forum 0 0 33.3 33.3 0 0 33.3 0 East East 3 3.6667 3 Average no. of visits made North North East North West 1 2 7 3 3.5 2.5714 3 3.5 2 South 5 5.4 5 No. of contacts made with BWSSB for follow up North North East North West South 0 0 0 0 33.3 0 50 71.4 33.3 100 0 0 0 0 0 28.6 0 0 50 0 33.3 0 0 0 0 0 0 0 0 0 0 0 South East 7 3 3 South West 13 2.6923 2 West 3 3 3 0 0 100 0 0 0 0 0 % Total 47 3.383 3 4.3 31.9 29.8 14.9 6.4 6.4 4.3 2.1 6.4 72.3 21.3 Whether received any acknowledgement for the complaint made East North North East North West South South East South West % 0 0 0 0 0 0 14.3 West 7.7 33.3 100 66.7 0 50 100 60 85.7 53.8 66.7 0 33.3 100 50 0 40 0 38.5 0 100 0 East 0 33.3 66.7 South East South West 14.3 West 7.7 14.3 46.2 42.9 30.8 14.3 7.7 14.3 0 0 7.7 0 0 0 0 76.6 23.4 Whether staff was the present in the office North North East North West South South East South West % 66.7 100 0 100 40 85.7 West 76.9 66.7 33.3 0 100 0 60 14.3 23.1 33.3 50 50 0 North 0 20 0 20 20 20 0 20 46.8 34 19.1 Mode of contact North East North West South South East South West % 0 50 42.9 80 57.1 West 46.2 33.3 0 50 57.1 0 28.6 30.8 33.3 100 0 0 20 14.3 23.1 33.3 East 33.3 0 0 100 33.3 0 0 0 North 23.4 51.1 46.8 29.8 10.6 12.8 12.8 6.4 16.7 100 16.7 0 0 0 0 0 East Person complained to… North East North West South South East South West % 0 100 0 40 14.3 West 30.8 0 0 50 71.4 80 42.9 30.8 33.3 0 50 14.3 80 57.1 61.5 100 100 50 28.6 60 28.6 7.7 33.3 0 0 14.3 20 14.3 7.7 0 0 0 0 0 42.9 23.1 0 0 0 0 40 57.1 0 0 0 0 14.3 20 0 7.7 0 Central 6 4.6667 4 Central Central Central Central Central DIVISION WISE DATA TABLES N (47) N (47) N (47) N (47) N (47) 2 15 14 7 3 3 2 1 3 34 10 36 11 22 16 9 11 24 22 14 5 6 6 3 Councilor/MLA Residents Welfare Association Other influential person Middleman Media Consumer Grievance Redressal Forum Higher officers of BWSSB Customer service centre No one Not aware of complaint lodging procedure Not aware of where and whom to complain Fear of staff at office Local community group takes care of the problem Complained informally to the BWSSB staffuse even if complaint is lodged No Solving through intermediary is easier Same day Next day More than two days Months Yes No Through help line (22238888) Telephone at service stations Online Through News paper None 50 50 16.7 33.3 0 0 50 Central Central North West 0 0 100 0 71.4 0 0 14.3 0 57.1 14.3 0 0 0 0 0 0 0 0 100 South West 16.7 0 66.7 16.7 Point of contact for problem resolution (those not reporting to BWSSB) East North North East North West South South East South West 60 50 50 0 0 37.5 0 West 25 0 0 0 0 0 25 7.7 6.3 20 0 0 0 0 0 0 0 0 0 0 33.3 0 25 7.7 0 0 0 0 33.3 0 25 7.7 0 0 0 0 0 0 37.5 30.8 0 0 0 0 0 33.3 37.5 46.2 0 0 0 0 0 0 37.5 46.2 0 20 50 50 66.7 66.7 62.5 38.5 75 South East 0 66.7 33.3 0 % % 25.4 6 3 6 6 10.4 16.4 13.4 55.2 68.4 44.7 5.3 13.2 5.3 52.6 7.9 % 5.6 11.1 72.2 11.1 38.3 61.7 Whether problem was resolved North East North West South South East South West % 0 0 42.9 20 42.9 West 46.2 33.3 100 100 57.1 80 57.1 53.8 66.7 South 0 0 100 0 25.5 34 2.1 8.5 55.3 Others modes of contact used North East North West South South East South West % 0 100 14.3 40 42.9 West 7.7 33.3 100 50 0 60 71.4 23.1 0 0 0 0 0 0 7.7 0 0 0 0 20 42.9 0 0 0 0 85.7 40 28.6 69.2 66.7 Time when problem was resolved East North North East North West 0 0 0 0 0 100 100 0 33.3 66.7 33.3 33.3 0 0 66.7 North 100 100 0 0 0 0 0 East East East Reasons for not contacting BWSSB to report problem North North East North West South South East South West 0 0 100 100 75 100 West 55.6 25 0 100 50 100 66.7 33.3 0 0 0 0 0 22.2 0 0 0 0 0 0 22.2 22.2 0 0 0 0 0 22.2 0 75 100 0 0 25 66.7 55.6 50 0 0 0 0 0 0 Central 0 0 100 0 Central Central DIVISION WISE DATA TABLES N (67) N (38) N (47) N (47) 17 4 2 4 4 7 11 9 37 26 17 2 5 2 20 3 N (18) 1 2 13 2 18 29 12 16 1 4 26 Notice board of BWSSB office Help desk News paper Website Yes No Yes No Improved No change Deteriorated Don’t Know/Can’t Say Completely satisfied Partially satisfied Dissatisfied Completely satisfied Partially satisfied Dissatisfied Yes No Central Central Central Central Central Central Division Central 100 0 0 0 25 75 East East Where did you see the Information booklet North North East North West South 0 50 66.7 25 0 0 33.3 50 100 100 66.7 100 0 0 0 25 South East South % 100 West 83.3 0 16.7 33.3 33.3 0 33.3 Have you seen the Information booklet North North East North West South South East South West 10 40 75 80 0 37.5 West 37.5 90 60 25 20 100 62.5 62.5 65 20 60 15 0 100 N(20) % 13 4 12 3 33.3 66.7 2.9 97.1 75.2 23.3 1.6 Awareness on information booklet (Our Consumer Charter) brought out by BWSSB East North North East North West South South East South West % 3.1 2.6 3 2.8 2 1 4.1 West 4.7 2.4 96.9 97.4 97 97.2 98 99 95.9 95.3 97.6 12.9 65.9 21.2 17.9 82.1 24.4 57 1.7 16.9 % All % Compared to 1 year ago, is there any change in the overall quality of service East North North East North West South South East South West % 11.6 28.1 16.7 4.9 27.8 27.8 25.4 West 23.1 37 71.3 57.3 63.7 75 58.8 49.8 48.7 61.4 38.6 6.2 2.1 1.8 1.4 0 1 2.1 1.8 0.8 10.9 12.5 17.9 18.8 13.5 21.5 23.8 13.7 23.6 0 100 0 75 25 0 100 Satisfaction with grievance redressal mechanism in BWSSB North North East North West South South East South West 42.9 0 0 22.2 0 6.3 West 18.2 14.3 50 100 33.3 88.9 81.3 59.1 42.9 50 0 44.4 11.1 12.5 22.7 South 81 18.1 0.9 East East 0 100 North West 0 100 33.3 66.7 North East South East South West 0 15.4 West 18.8 100 84.6 81.3 North Overall satisfaction with BWSSB services North North East North West South South East South West % 86.5 75 84 84.5 83.9 62.7 West 81.3 85.8 12.2 23.8 14.6 14.7 15.6 37.3 17.8 13.8 1.3 1.2 1.4 0.8 0.5 0 0.9 0.4 7.7 84.6 7.7 50 50 East Was the problem resolved DIVISION WISE DATA TABLES 11 56 18 12 55 N(60) 20 40 60 1,996 N(2056) 502 1,172 35 347 N(2056) N(2056) 1,665 373 18 N(85) N(67) Yes No To know how to get new water connection To know whom to contact in case of a problem/to lodge a complaint To know Tariff rates To know bill payment options To know contact details/consumer help line number Yes No Yes No Yes No Yes No Don't Know During the process of getting connection To lodge complaint During payment of bills Did not help Central Central Central Central Central Central Central 0 100 21.4 78.6 10.9 65.9 23.3 East East East East East East South East South % 100 West 33.3 66.7 66.7 33.3 50 0 33.3 75 35 40 10 N(20) 50 50 Does the BWSSB website provide all required information North North East North West South South East South West 92.3 100 100 87.5 100 100 West 94.7 7.7 0 0 12.5 0 0 5.3 % % 92.5 7.5 62.3 37.7 54.7 64 41.5 50 0 0 50 50 76.9 46.2 53.8 61.5 38.5 In what way does the website help North North East North West South South East South West 80 33.3 12.5 0 50 West 78.9 80 66.7 12.5 100 50 26.3 40 66.7 75 0 50 57.9 40 33.3 62.5 0 100 78.9 60 66.7 50 0 50 31.6 % 98.1 1.9 11.3 88.7 100 0 % Is the BWSSB Website user friendly North North East North West South South East South West 100 100 100 100 100 100 West 94.7 0 0 0 0 0 0 5.3 0 100 2.6 97.4 Have you participated North East North West South South East South West 9.1 25 14.3 0 0 West 14.8 90.9 75 85.7 100 100 85.2 6 52.4 41.6 15 7 8 2 Have you seen/visited the BWSSB website North North East North West South South East South West % 3.4 3 2.1 3.3 0.5 1 West 5.6 0.8 96.6 97 97.9 96.7 99.5 99 94.4 99.2 8.3 91.7 North Aware of any customer Interaction meetings North North East North West South South East South West % 6.3 6.5 5.6 5.7 2 8.3 West 7.9 2.4 49.5 56.5 64.6 59.2 48.3 33.2 62.9 37 44.3 36.9 29.9 35.1 49.8 58.5 29.2 60.6 How did the Information booklet (Our Consumer Charter) help you East North North East North West South 100 100 50 100 100 0 0 0 0 25 0 100 50 66.7 0 0 0 0 0 0 DIVISION WISE DATA TABLES N(53) N(53) N(53) 14 110 49 4 33 20 29 34 22 52 1 53 2,003 N(2056) N(124) 124 1,077 855 N(2056) Yes No Yes, in news paper Banners Pamphlets Hoardings In TV Website Radio Not seen Central Division Central 19.4 80.6 60 16 12 9 84 0 61 7 East East 10.7 89.3 Adoption of any water saving methods at home North North East North West South South East South West % 10.4 11.3 10.4 11.8 8.8 10.9 West 9.4 8.5 89.6 88.7 89.6 88.2 91.2 89.1 90.6 91.5 45.8 22.6 11.9 14.3 73.8 1.2 45.8 13.7 62.5 23.9 14.6 14.3 76.7 2.7 52.5 10.7 63 27.1 11.2 17.4 74.7 4.7 58.3 8.6 All North East North West South South East South West % 55.6 55.9 65.9 65.8 West 69 69.9 14.6 18.8 28.3 29.5 21.9 29.7 11.8 11.8 21 20.7 12 21.1 7.6 10.6 15.1 11.4 10.5 27.2 75 68.6 74.6 78.2 85.4 74.8 1.4 0.4 1.5 3.1 5.8 1.6 41.7 46.9 56.1 53.4 54.7 48.4 17.4 19.2 10.7 9.3 4.7 11.4 North Advertisements on water saving DIVISION WISE DATA TABLES 1,284 492 301 295 1,576 56 1,079 221 220 1,836 N(2056) N Recent Releases PUBLIC AFFAIRS INDEX Governance in the States of India 2016 Dr. C.K.Mathew, Athreya Mukunthan and Vivek Divekar Can governance be measured in an objective manner using data available in the public domain so as to capture the essence of this quality of governance? Can we identify the critical aspects of governance and use the same for comparison between the States? Can we assign scores and ranks to the States based on the aggregation of the data in various key areas of governance? These were the issues that attracted the curiosity of Public Affairs Centre and prompted it to undertake the study. The Public Affairs Index (PAI) is an attempt to bring together the states of the country which are culturally, economically and socially diverse, into a common data-driven framework, to facilitate an interstate comparison. A well-framed methodology backed by statistical data from government sources, has been included in the study to provide insights into the subject. CLOSING THE LOOP Inclusion of the Urban Poor in Maternal Health Service Delivery in Bangalore Prarthana Rao, Meena Nair, Poornima G.R. and K. Prabhakar The community participation model – ‘Maternity Home Monitoring Committees’ (MHMCs) - where common users of Maternity Homes come together to advocate for improved maternal health services offered by the city municipality was one of the outcomes of a two-phased study carried out by Public Affairs Centre (PAC) in Bangalore. The model has been successfully implemented in five Maternity Homes and one Referral Hospital. The process of putting these MHMCs in place came through a three-and-halfyear study done in partnership with three local NGOs in Bangalore with funding and support from the International Budget Partnership (IBP). This report demonstrates a successful example of 'Closing the loop' - with evidence based research and concerted advocacy efforts, it is possible to empower communities who then can stand up and demand for better services by putting pressure on the system. A MIRROR TO THE POLICE A Bottom-Up Assessment of the Karnataka Police Meena Nair, K. Prabhakar and Prarthana Rao In democratic societies, the active face of state regulation is seen through its police activity. The police department is generally considered to be more non-transparent than the other departments of the government. Public Affairs Centre made an attempt to look into this aspect through a study of police stations in Karnataka state (India), which are the focal points of direct citizen interaction with the police personnel to seek protection of their life and property and for grievance redress. Using the CRC approach, a systematic survey of 100 police stations covering 500 police personnel and 2000 users of police services including complainants, was in Karnataka. The user survey focused on their experiences in reporting, registering and resolving grievances or problems. Observations of police stations and interviews with police personnel elicited views on how well they are able to process and settle the complainants’ problems and the difficulties and constraints they face in the course of this and other everyday work. The Karnataka State Police Department used the findings to initiate specific reforms to empower people with greater information, create a forum for resolving complainant problems and reduce the scope for corruption. Tools for Improving Maternal Health Service Delivery An Implementation Manual This manual was developed by Public Affairs Centre based on the experiences of a pilot project in Bruhat Bengaluru Mahanagara Palike Maternity Homes. It is a combination of three well-known social accountability tools used in a particular manner to achieve specific objectives for the improvement of maternal health service delivery. This manual can be used by community groups, NGOs and research institutions working in the health sector and is very specific to maternal health service delivery. Social Audit of Public Service Delivery in Karnataka M. Vivekananda, S. Sreedharan, and Malavika Belavangala This publication offers an insight on how citizens at the receiving end view the public services delivered to them by the service providers. The social audit, by using the citizen report card methodology, was carried out in Karnataka by the Public Affairs Centre, Bangalore as desired by the Department of Planning, Programme Monitoring and Statistics, Government of Karnataka covering seven services, namely, public bus transport, food and civil supplies through public distribution system, veterinary health care, pension schemes, services of primary health centres and district hospitals, government high schools and nemmadi kendras. The social audit was carried out through a random sample survey of the users of selected public services in eight selected districts of Karnataka using a mix of household and exit interviews. In addition, a few case studies, based on the opinions and comments received from the stakeholders on the services surveyed, are also presented, in order to enlighten the quality aspects of these services. Climate Change Score Card (CCSC) An Implementation Guide Climate Change Score Card (CCSC) is an adaptation of the Community Score Cards (CSC), a well-known social accountability tool. CCSC consolidates people’s opinion and facilitates an informed dialogue between communities and the local governance structures. There are three important dimensions in a CCSC: the people, the state and the environment. To account for this, systematic integration of information on local governance and local climate science and livelihoods is made in the CCSC. CCSC process supports governance structures and communities with evidence and rationale to prioritize climate change adaptation issues and provide a platform for dialogue between vulnerable communities and relevant decision makers. For more visit www.pacindia.org PUBLIC AFFAIRS CENTRE (Zorninittch in 9000 gnticrruincc No. 15, KIADB Industrial Area Jigani Bommasandra Link Road Bangalore, 560 105 TeIeFax: +91 80 2783 99 18/19/20 Web: Email: mail@pacindia.org ISBN -96 ii1] 9 788188 81696 '5 5>