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.