achieving sustainable operations through

Achieving Sustainable Operations

Through

Efficient & Effective Public Complaint

Redressal System

(Shikayat Nivaran Kendra)

Presentation by:Er. S.R. Aggarwal, Program Director, SPMC 1

Why Needed - Background Long response time - Senior level officers in hierarchy were

not made aware regarding the complaints lodged/ problem persisting in their jurisdiction.

Low level of customer satisfaction - Late attendance of complaints resulted into consumers loosing confidence in the water supply system operated by Govt.

Low efficiency/ no check on performance - Lower ranks official were attending to the complaints as per their convenience and will

To give convenient customer access to services required by 14.5 million Rural consumers residing in more than 13000 far-off located villages - Non availability of any system for lodging complaints instantly upon noticing any defect as well as at odd hours of day 3

Inauguration of SNK

By Hon’ble Deputy Chief MinisterPunjab on 16.12.2009

1800-180-24684

SNK Objectives –

•Improve quality of service delivery system

•Achieve satisfactory results with optimum inputs of man,

machine & material while utilizing the latest e-governance

methods and techniques

• Enhance efficiency and financial sustainability of the

Water Supply System operations by reaching out to the

beneficiaries5

Shikayat Nivaran Kendra (SNK) A Good Governance Initiative:

Shikayat Nivaran Kendra, a state-of-the-art centralized call center is an endeavor to ensure the actual delivery of services in terms of good quantity, quality and reliability at consumer end and achieving sustainable operations by providing increased access to Rural Drinking Water Supply System

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SNK Working Environment

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SNK Highlights• SNK outreaches to approx.14.9 million rural population

in 13380 habitations

• Every official is directly connected to the online complaints redressal system through Telephone, Email & SMS

• SNK management & operation outsourced to third party to ensure transparency in the online complaints redressal system

• Non Closure of the complaint till the satisfaction of complainant

• Daily progress report is reviewed by Secretary to Govt. Punjab, Department of Water Supply & Sanitation. 8

Modus operandi

Stage 1: Registration and channelizing the Complaint

Stage 2: Redressal of Complaint

Stage 3: Closure of Complaint

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STAGE -1: Registration and channelizing the Complaint

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Stage 2: Redressal of Complaint

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STAGE - 3: Closure of Complaint

COMPLAINT IS CLOSED ONLY AFTER

COMPLAINANT IS SATISFIED

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Creating Awareness about SNK

• Advertisements in Print & Electronic Media

• Scroll Strip run on TV Channels

• Wall Paintings of Toll Free Number at prominent places in the villages

• Advertisement is printed in the quarterly News Letter (23,000 copies) circulated to various villages and other stakeholders

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Nature of Complaints & Service Standards:

1.Failure of

water supply due to

electrical or mechanical fault in the machinery

Service Stanadard

2 DAYS

3.Failure of

water supply due to large

scale leakages in

pipes

Service Stanadard

2 DAYS

4.Failure of

water supply due to bad quality of

water

Service Stanadard

2 DAYS

2.Failure of

water supply due to

absence of operator

Service Stanadard

1 DAY

5.Failure of

water supply in some specific areas

Service Stanadard

3 DAYS

6.Other Types

of Complaints

Time may differ

according to situation.

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Complaint is got registered by complainant telephonically or through IVRS in following manner

After connecting telephone call, system asks for pressing button(1)to know about the status of old complaint or registration of new complaint through operator or(2)to lodge complaint through computer IVR System,

The type of complaint can be selected by pressing (1)to lodge complaint regarding failure of water supply due to electrical or mechanical fault in the machinery.(2)to lodge complaint on account of failure of water supply due to absence of operator.(3)to lodge complaint on account of failure of water supply due to large scale leakages in pipes(4)to lodge complaint on account of failure of water supply due to bad quality of water.(5)to lodge complaint on account of failure of water supply in some specific area, may be due to uneven topography or some other reasons.

complaint is noted and complaint number is issued 15

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1. Complaints Received due to Electrical and Mechanical Failures (8% of total 13540 complaints)

Reasons are analysed and appropriate preventive measures are taken

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English translation of above Punjabi version:

“Shikayat Nivaran Kendra of Rural Water Supply & Sanitation Department of Punjab welcomes you. “Without disconnecting the telephone line,

Press (1) to know about the status of old complaints or to talk to operator,Press (2) to lodge complaint through computer system,

Press (0) to listen once again.On pressing (2) the following Voice Prompt is audible

Without disconnecting the telephone line Press (1) to lodge complaint regarding failure of water supply due to electrical or mechanical fault in the

machinery.Press (2) to lodge complaint on account of failure of water supply due to absence of operator.

Press (3) to lodge complaint on account of failure of water supply due to large scale leakages in pipes.Press (4) to lodge complaint on account of failure of water supply due to bad quality of water.

Press (5) to lodge complaint on account of failure of water supply in some specific area, may be due to uneven topography or some other reasons.

Press (0) to listen once again.After the selection of complaint from the above options, the voice prompts as below:

Please speak up your name & telephone number and press (0). Please speak up names of your village, block and district and press (0).

Please speak up place of leakage and press (0).Your complaint has been noted and the complaint number is …………

Shikayat Nivaran Kendra is open for service from 6.00 a.m to 10.00 p.m. Water Supply & Sanitation Department, Punjab thanks for the use of Shikayat Nivaran Kendra and wishes to supply the safe drinking

water. Sat Sri Akal

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2. Complaints Received due to Absence of Operators (5% of total 13540 complaints)

Department is still grappling with issue of shortage of staff and has started outsourcing O&M to third parties/ contractors. 17













water. Sat Sri Akal

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3. Complaints Received due to Large Scale Leakages in Pipes (19% of total 13540 complaints)

Field officers have become more quality conscious and ensure that distribution system stabilizes within defect liability period

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water. Sat Sri Akal

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4. Complaints Received due to Bad Quality of Water Supply (8% of total 13540 complaints)

Reasons for bad quality such as sand pumping of tube well, in flow of dirty water from low lying open connection etc. are examined and appropriate remedial measures are initiated

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water. Sat Sri Akal

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5. Complaints of water supply failure in some specific area (47% of total 13540 complaints)

Reasons of no water supply may be due to uneven topography, breakage of pipe etc. are looked into and appropriate measure are taken.

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water. Sat Sri Akal

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6. Other type of Complaints of water supply failure (14% of total 13540 complaints)

Complaints of irregular water supply and pipes not laid in front of the house, etc., are tackled herein.

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97% CUSTOMER SATISFACTION Achieved

(13187 complaints resolved out of total

13540 up to November2011)

since start of Shikayat Nivaran

Kendra on 16th December 2009

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Challenges Faced and Action Taken

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Demanding situation Action Taken

Change of mindsets of department officials

Motivation of staff and field officers through constant internal dialogue

Financial constraints faced by staff

Low traveling allowance increased. Mobile telephone allowance provided.

Shortage of staff Working overtime due to definitive timelines of redressal of complaints

Status of the complaints not available to SNK within the prescribed time period

Complaints escalated to next higher authority in hierarchy after a definite period

Genuineness of the complaint Dealing reasonably well despite some difficulty

Good Governance through SNKOverall Experience of SNK in Punjab (1 of 2)

• Credibility of Rural Water Supply operation enhanced due to efficiency in service delivery

• SNK has been well accepted by consumers as it helped in reducing closure/ downtime days of water supply operation

• Time bound action DWSS makes consumers satisfied

• DWSS has become more quality conscious to avoid re-occurrence of defects

Good Governance through SNKOverall Experience of SNK in Punjab (2 of 2)

• Absenteeism amongst operational staff in

remote villages has been checked

• Higher O&M standards

• Performance of DWSS Operation is

assessed on daily basis

• Availability of clean water providing huge

social sector benefits

• Helps achievement of sustainable

operation

Conclusion

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SNK Gives:

From Here Next

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• SNK to be upgraded into a management tool by linking it with MIS

• Identify problematic area

• Plan resource requirement

• Improve planning by addressing deficiency in institutional arrangement and delivery mechanism

Thanks

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achieving sustainable operations through

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