Study to Assess BWSSB's Work

The board has asked the Public Affairs Centre to analyse feedback from 2,600 customers and address their grievances

Published: 20th January 2015 06:00 AM  |   Last Updated: 20th January 2015 05:06 AM   |  A+A-


QUEEN’S ROAD:Taking a cue from Bescom and the Police Department in hiring experts, the Bangalore Water Supply and Sewerage Board (BWSSB) has appointed a city-based think tank to assess the quality of its water supply and sanitation services. 

The not-for-profit organisation, Public Affairs Centre (PAC), has been entrusted with the project, which officially began last week (January 13) after a high-level meeting between BWSSB  and PAC representatives. 

The seven-month study will involve 2,600 consumers. “The objective behind is to provide value addition for the public. We are trying to reach out to our consumers for feedback and suggestions and will eventually redress their grievances,” says Narayana, Chief Engineer, New Initiatives and New Design, BWSSB.

Since the board's employees at all levels would also be involved in the assessment, their identities will be kept confidential and this will give the surveyors a better understanding of the constraints faced by them when they are unable to provide top quality service, the official said.   

Dr Meera Nair, Head of Participatory Governance Research at PAC, who will be in charge of the assessment, promised a thorough analysis. “All types of neighbourhoods and consumers from all strata will be covered so that the sampling is representative,” she told City Express.

“We have done some assessment of BWSSB in our Citizen Report Card along with other utility services. This is the first time we are doing something exclusively for the water supply board,” she said. Personal information about the participants will be kept confidential.

PAC’s role does not stop just with the assessment. After the process is completed and the findings are submitted by July-end, PAC will get a commitment from BWSSB on remedial steps to be taken, Nair said.

“We will chalk out actionable remedies, short-term and long-term,” she explained.

PAC was given the worksheet for the Rs 24.8-lakh project, in December 2014. After the final round of discussions, an exhaustive questionnaire is getting readied.

It will touch on all aspects ranging from sanctioning of water connections to the response of BWSSB staff when a complaint is made.

“It will be comprehensive so that the right picture emerges,” she said.


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