tor road user satisfaction survey 2012 kship

7/25/2019 Tor Road User Satisfaction Survey 2012 Kship

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Terms of Refe

Karnataka State Highways Improvement Project-II

Road User Satisfaction Survey

! IntroductionThe Government of Karnataka (GoK) has completed improveme

2385 Km of State Highwas and !"#s $nder KarnatakaHighwas %mprovement &ro'ect % (KSH%&%) financed

+ank, -onsidering the s$ccess and impact of KSH%&%. Governm

Karnataka has proposed Karnataka State Highwas %mprov

&ro'ect %% (KSH%&%%) to improve another 3/00 Kms of State Hig

and !"#s,

The Government of Karnataka thro$gh the Government of %nd

received a loan of ao$t 1S 35 million from the %nternationalfor #econstr$ction and "evelopment (%+#") towards the cost

Stage 0 of the Karnataka State Highwas %mprovement &ro'ec

(KSH%&%%) which incl$des #oad %mprovement works. Hig

4inancing !oderniation. #oad Safet %mprovement and %nstit$

"evelopment,

The GoK intends to appl part of the proceeds of this loan to e

paments to the cons$ltanc services $nder %nstit$tional "evelo-omponent. incl$ding this cons$ltanc service,

2, "ackground GoK is taking several initiatives to improve roads and estalish h

service standards, %n order to eval$ate the o$tcome of its initiativof the study

to refine the efficienc of adopted meas$res. it is proposed to co

#oad 1ser Satisfaction S$rves (#1SS) across the proposed ne

These s$rves are to estalish perceptions. e6perience and e6pect

of road $sers, This shall e an important meas$re to assess wGoK polic in road sector is having its intended impact, Three

s$rves are proposed over ne6t / ears7 one at start of &ro'ect. an

at mid term and the final one at &ro'ect clos$re, The -

assignment relates to road $ser s$rve at the eginning of the &

The list of &ro'ect roads on which the #oad 1ser Satisfaction S$r

proposed to e cond$cted. are as elow

a) 1pgradation of road on 9&- +asis $nder KSH%& %% assisted &kg, #oad :ength in -onstr;o, km*9&0 HoskoteH -ross-hintamani +pass 52,5 3 mon*9&2 Haveri Hanagal Tadas K almala G$larga 2?,3 08 monthsTotal #$%!&


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Terms of Refe

) 1pgradation of road on @nn$it +asis $nder KSH%& %% assisted)&kg, #oad :ength in -onc

no, Km

*@&0 !alavalli to &avagada 0?,35 0 ears*@&2 !$dhol to !aharashtra +order 0


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Terms of Refe

g) "etails of ;H@% #oad

Sl #oad :ength in -om;o, km

0 T$mk$r to Hiri$r 0 2/

@s far as the stat$s of the road work contracts are concerne

agreements for 9&- -ontracts $nder *+ assisted KSH%& %% hav

signed, The contractors are moiliing men and machin

commence the work, The 9&- contracts $nder @"+ assisted KS

&ro'ect are eing awarded, The @nn$it contracts $ndeassistedKSH%& %% is e6pected to e awarded A$ne200,

Dn KSH%&% roads three phase $ser perception s$rve wcond$ctedand some of the KSH%&% roads are also incl$ded in the s$rve s

to compare the level of c$rrent $ser perception with the past, @l

perception s$rve has to e carried o$t on some of the Kar

&*".;H@% and K#"-: roads, The selected sample of 08forthe st$d sho$ld therefore represent a alanced mi6 of pro'ect (

financed and &&&) and nonpro'ect roads. geographicall

dispersed,

The &ro'ect "irector. KSH%&. on ehalf of GoK. intends to assi

work of cond$cting the #oad 1ser Satisfaction S$rve pro'ectroads to a E$alified cons$lting firm (referred here as -ons$

( Specific The specific o'ectives of the s$rve are to

)*jectives

a)9licit views on p$lic perceptions of c$rrent sector o$tcperformance of vario$s road agencies incl$ding &$lic

"epartment (&*") and government policies7

)estalish $ser perception and feedack thro$gh a time

comparison as well as clear delineation of pro'ect financed an

pro'ect financed (i,e, other roads $nder the '$risdiction of Kar

&*" and K#"-:) roads and the st$d sho$ld also a

differentiate $ser perception on p$lic financed and &&&

c)develop a composite road $ser satisfaction inde6 (#1S%) co$ld e mainstreamed in the &*" conte6t, The idea is to ta$ser s$rve C feedack e6ercise eond the pro'ect and mainwithin &*" operations so that the polic making C prform$lation in the road sector co$ld efit from s$ch str$method of feedack C $ser perception s$rves,


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Terms of Refe

d)"oc$ment the views in a comprehensile format s$ita

comparison over time. and

e)&resent the findings of the s$rve to senior decision makers inand the general p$lic,

& Scope of The -ons$ltant shall $ndertake the following tasks, The -ons$lwork enco$raged to propose reasonale modifications or additio

thesetasks in their technical proposal,

Task + P,anning and Pi,oting

/,0 The -ons$ltant shall develop the methodolog and pl

implementation of the intended s$rve, The method

sho$ld seek to ma6imie the $tilit of the inform

gathered. the response rate of the FS$rveed and the stat

significance of the res$lts, The information gathered sho

in a format. which is easil comparale with the res$lts

second s$rve and third s$rve to e cond$cted,

/,2 The s$rve shall consist of three parts

a)!eas$res of c$stomer satisfaction of road ne

o$tcomes or attri$tes thro$gh a set of a few

indicators. each with a n$mer of s$indicato

)!eas$res of c$stomer perceptions of &*" perfor

thro$gh a set of a few ma'or indicators (ma6im$m S

each with a n$mer of s$indicators7 and

c) iews on f$t$re polic priorities,

/,3 The -ons$ltant shall work with the client to develop s$

indicators and s$indicators to meet the aove needs a

as some simple polic topics for prioritiation respon

The indicators and polic topics sho$ld e sim

$namig$o$s and meas$rale over time, The indicator

also incl$de a meas$re to ga$ge perceptions of val

mone and road safet,

/,/ The &*"Is Jc$stomerI is clearl not a homogeno$s rather the Jc$stomerI is made $p of a n$mer of potarget gro$ps with man individ$als eing a memer of more s$ch gro$ps, The -ons$ltant sho$ld seek to elicitfrom as road a cross section of s$ch target gro$reasonal practicale, However. it is $nderstood that not e possile or sensile to cond$ct the s$rve as desin aove to all target gro$ps, The s$rve sho$ld accorincl$de a simple profile of respondents,


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Terms of Refe

/,5 4or cond$cting these s$rves. the potential road r

representative odies. not limited to the following

a) %nter$ran $s services operators and drivers

)*agon. rickshaw. a$torickshaw. ta6i and hir

operators and drivers,

c) &rivate car ownersCdrivers,

d) Ho$seholds living ad'acent to main roads,

e) ShopkeepersC *orkers ad'acent to highwas,

f) 4armersCagric$lt$ral commodit prod$cers,

g)-hamers of -ommerce. ind$strial man$fact$rer

traders,

h) TransportsCfreight forwardingCshipping agent

i) %ns$rance ind$str representatives,

') 9mergenc services representatives (fire ser

am$lance. police etc,)

k) HoteliersI associations7 to$r operators 7 travel

l);GDs involved with social. environmental safe

iss$es related to roads and v$lnerale gro$p

m) @cademia

n) Ao$rnalists and media representatives

o) Govt, $ndertaking in transport sector C %nd

"epartment

p) Traffic police wing

E) #even$e "epartment officials

r) To$rist (where availaleC applicale)

/,= The -ons$ltant shall pilot the proposed s$rve mecha

and research topics and indicators on a small sample of v

target gro$ps with a view to refining them oth

finaliation and $se in the main s$rve stage, @short r

on the o$tcome of this pilot s$rve and the changes nec

shall e prepared,

/,< The -ons$ltant shall help the client raise awareness

s$rve thro$gh preparing some modest s$mmar materi

dissemination thro$gh formal media o$tlets (T. newspapers and 'o$rnals) as well as thro$gh simple flposters at roadside amenities s$ch as pedestrian floverstops. tr$ck parks. f$el stations and iccle parks,Task # + dministering the .ain Survey and /ata .anage/,8 The -ons$ltant shall administer the refined s$rve agreed sample of vario$s target gro$ps and follow


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Terms of Refe

necessar to ma6imie response,

/,? The -ons$ltant shall receive. collate. sort. clean and a

the data received,

Task ( + 0ormu,ation of Strategy to 1ontinue these Su

/,0The cons$ltants sho$ld frame a strateg (instit$tiona

f$nding aspects) for contin$ing the s$rves in a fi6ed in

in the foreseeale f$t$re &*", $ite a few hig

agencies cond$ct s$ch s$rves at reg$lar interval to de

etter $nderstanding of the $serLs needs and e6pectationintegrate the s$rve res$lts within their overall $

strateg,

Task & + Presentation of 0indings

/,00The -ons$ltant shall present the s$rve findings to the

management of the &*" and other relevant decision m

in the GoK ( composition to be determined), The finding

e presented oth in a written report. comprising of char

diagrams wherever possile and in electronic format and

formal oral presentation, This report and presentation sh

str$ct$red so as to demonstrate the opport$nities and pri

for improvements in service deliver,

/,02Short gloss s$mmar fler or pamphlets for wide

dissemination are to e prod$ced,

/,03The -ons$ltant shall work with the clientIs staff to agre

implement mechanisms for disseminating the inform

generated $nder the s$rve, S$ch mechanisms shall in

presentations to professional associations. articles

media. posters and flers. posting on the KSH%& M

wesite and presentation at the ann$al road sector works

e organied the client at a date to e determinTask ' + Identification of other e2isting sources of re,ainformation/,0/ The -ons$ltant shall identif other possile e6mechanisms for collecting information from the gp$lic that has a earing on the iss$e of p$lic attit$droad service deliver, S$ch s$rves might incl$de


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Terms of Refe

cond$cted ;ational Highwa @$thorit of %ndia (;

!inistr of #oad Transport and Highwas (!D#TH)

the private or nonprofit sector on similar kinds of iss$e

o$tcome of e6ternal stakeholders meeting can a

considered which ma provide $sef$l information on

$ser attri$tes,

/,05The -ons$ltant shall recommend whether an data

$sef$ll e e6tracted from these e6isting s$rves. or w

modest adaptation. the might provide val

information to the &*" in f$t$re on road $ser atti

' .ethodo,ogy The -ons$ltant shall detail in their technical proposal the method

for the s$rve, This sho$ld incl$de

a)The proposed relationships with odies representing road

thro$gh whom the -ons$ltant ma decide to operate in or

access the memers of s$ch odies ( listed above

)The proposed targets gro$ps. (disaggregated gender and

least three income gro$ps or socioeconomic classes) sam

sie and the levels of confidence these shall provide7

c)The proposed s$rve administration mechanisms (e,g,

gro$ps or postal. ho$sehold. roadside or telephone inter

E$estionnaires) and how these might var for different

gro$ps or different research needs or e comined to trian

information7 and

d) "issemination mechanisms

= /ata3=,0 Dffice space and :ogistic S$pport

services3 and The -lient shall not provide an office space. transpfaci,ities to *e other logistical s$pport for the p$rpose,provided *y

the c,ient =,2 %nformation

KSH%&C&*". oth at H and at lower levels. shall p

availale information relevant to the s$rve and as reE the -ons$ltant, The -ons$ltant shall e responsile ftranslation of doc$ments and for processing of dat


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Terms of Refe

< Staffing

Re4uirement


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Terms of Refe

period of services has een envisaged for this ke po

d$ring each phase of the s$rve,

8,3 Statistician7

The Statistician shall have minim$m E$alificat

+achelorIs degree with Statistics as a s$'ect, *eightag

e given to persons with !aster C an higher deg

Statistics, The person sho$ld have ao$t 0 e

professional e6perience incl$ding minim$m of 5 e

relevant e6perience in a similar position, SChe sho$ld

done at least three pro'ects of similar in nat$re onsatisfaction C perception, The person sho$ld posses th

knowledge C e6pertise on s$rve related data samp

analsis. pro'ection M interpretation, !inim$m two

month period of services has een envisaged for thi

position d$ring each phase of the s$rve,

8,/ /ata*ase Specia,ist7

The person for the position of "ataase Specialist shall

minim$m E$alification of +achelorIs degree in the fi

-omp$ter @pplicationC-omp$ter Science, The person

have ao$t 0 ears of professional e6perience inc

minim$m of 5 ears of relevant e6perience in a s

position, SChe sho$ld have done at least three pro'ects i

field involving data ase management C !%S, The p

sho$ld posses thro$gh knowledge C e6pertise on s$rve rdata inp$t. analsis M interpretation, !inim$m three

month period of services has een envisaged for thi

position d$ring each phase of the s$rve,

? 5ua,ificationThe s$pervisors sho$ld have minim$m E$alification of an +ach

8 92periencedegree in an "iscipline with Social ScienceCSociolog as a

of support s$'ect and sho$ld have e6perience in at least two simi

relatedstaff s$rve pro'ects,


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Terms of Refe

0 Reporting The -ons$ltant is e6pected to provide the following o$tp$

re4uirement

S,! )utput /ue date :weeks;

(2

nos)

/ "raft s$rve report (3 nos) ?5 4inal s$rve report (2 nos) 00

(2 weeks after r

of comm

= "issemination material

(postersCflersC pamphlets) (2 weeks after

r

< &resentation efore Senior officers of

GoK00 Review @ review committee comprising of the following officers

committee KSH%& will e reviewing all the reports s$mitted the cons

0, The &ro'ect "irector. KSH%&

2, The -hief 9ngineer. -M+ So$th. +angalore

3, The -hief 9ngineer. K#"-:. +angalore

/, The -hief 9ngineer. ;H. K&* M %*T". +angalore

5, The S$perintending 9ngineer. &%1. KSH%&

tor road user satisfaction survey 2012 kship

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