improvement in community toilet complex services through community monitoring
TRANSCRIPT
January 31, 2012 ASIA REGIONAL SANITATION AND HYGIENE PRACTITIONERS WORKSHOP, DHAKA
IMPROVEMENT IN COMMUNITY TIMPROVEMENT IN COMMUNITY TOILET COMPLEX SERVICES throuOILET COMPLEX SERVICES through COMMUNITY MONITORINGgh COMMUNITY MONITORING
Presentation byPresentation by
Jyoti SharmaJyoti Sharma
FORCE (India)FORCE (India)
F O R C E
January 31, 2012 Presentation By FORCE
WATER & SANITATIONWATER & SANITATIONRoot Cause of typical problems in poor settlements Root Cause of typical problems in poor settlements
3-4 3-4 hrs/dayhrs/day loss loss on on
sourcing sourcing water water
or or OvercomingOvercoming sanitation sanitation problems problems
Loss of Loss of
1 day/wk 1 day/wk
of of
schoolschool
85% 85% of all of all
illnesses illnesses of the of the
productive productive age age
groupgroup
Child Child /Women/WomenAbuseAbuse- OD,- OD,Bad Bad
CommunityCommunityToiletsToiletsStress Stress
problemsproblems
90% of
internal conflict
Goal 4, 5,6child
mortality, maternal Health; Combatdisease
Goal 3,8 Gender Equality
EmpowerStrengthen Bhagidari
Goal 1& 2Eradicatepoverty,universalelem edn
92% of 92% of
women’s women’s
reproductive reproductive
tract tract
problems problems
due to due to
poor poor
hygiene hygiene
January 31, 2012 Presentation By FORCE
Community Toilet ComplexesCommunity Toilet Complexesan integral componentan integral component
Typically a toilet complex has 10, 20 or 40 toiletTypically a toilet complex has 10, 20 or 40 toiletseats and two to four hand washing points. Someseats and two to four hand washing points. Some
also have bathing rooms. The men’s andalso have bathing rooms. The men’s andwomen’s sections are separate. women’s sections are separate.
January 31, 2012 Presentation By FORCE
CTCs in DelhiCTCs in Delhi
All community toilets in Delhi are owned by the Municipal All community toilets in Delhi are owned by the Municipal Corporation of Delhi (MCD) or the relevant government Corporation of Delhi (MCD) or the relevant government land owning agency. land owning agency.
1544 CTCs owned by the MCD1544 CTCs owned by the MCD
Up to about 2 years ago, most were also managed and Up to about 2 years ago, most were also managed and maintained by them. However, the management was very maintained by them. However, the management was very poor and community dissatisfaction with service levels poor and community dissatisfaction with service levels was very high.was very high.
To tackle this problem, the MCD has now outsourced the To tackle this problem, the MCD has now outsourced the day-to-day toilet management and infrastructure day-to-day toilet management and infrastructure maintenance to private companies and NGOsmaintenance to private companies and NGOs on a zonal on a zonal basisbasis
January 31, 2012 Presentation By FORCE
How CTC outsourcing is doneHow CTC outsourcing is done A contractual agreement that covers the service A contractual agreement that covers the service
provider’s responsibilities is signed between the MCD provider’s responsibilities is signed between the MCD and the NGO. and the NGO.
A revenue stream is also provided for the service A revenue stream is also provided for the service providers in the form of charges they can levy from providers in the form of charges they can levy from users and advertising rights for the CTC walls.users and advertising rights for the CTC walls.
The service providers are also required to provide The service providers are also required to provide
caretakers for ensuring proper service and collections.caretakers for ensuring proper service and collections.
The agreement seems fairly well thought out. The agreement seems fairly well thought out. Theoretically Good system –allows economies of scale, Theoretically Good system –allows economies of scale, professional management, single point accountabilityprofessional management, single point accountability
January 31, 2012 Presentation By FORCE
January 31, 2012 Presentation By FORCE
Reality checkReality check The contractual terms are hardly referred to and the accountability The contractual terms are hardly referred to and the accountability
of the NGO is very limited. of the NGO is very limited.
Regular supervision of service standards by MCD is missing.Regular supervision of service standards by MCD is missing.
The community is ignorant about its rights – it does not know the The community is ignorant about its rights – it does not know the services it is entitled to. services it is entitled to.
The community has no say in its management. Its feedback is not The community has no say in its management. Its feedback is not solicitedsolicited
There is no direct interaction between the community and MCD – There is no direct interaction between the community and MCD – even complaints, if allowed to be written, are to be routed through even complaints, if allowed to be written, are to be routed through the NGO service provider. the NGO service provider.
Since a large number of CTCs are outsourced to one NGO, MCD Since a large number of CTCs are outsourced to one NGO, MCD also does not want to rock the boat for seemingly small reasons. also does not want to rock the boat for seemingly small reasons.
January 31, 2012 ASIA REGIONAL SANITATION AND HYGIENE PRACTITIONERS WORKSHOP, DHAKA
IMPROVEMENT IN COMMUNITY IMPROVEMENT IN COMMUNITY TOILET COMPLEX SERVICES TOILET COMPLEX SERVICES
throughthrough COMMUNITY MONITORING COMMUNITY MONITORING
Intervention byIntervention by
As a part of As a part of
WAI – Swatch Delhi Swasth Delhi WAI – Swatch Delhi Swasth Delhi campaign campaign
F O R C E
January 31, 2012 Presentation By FORCE
CTC MonitoringCTC Monitoring
OBJECTIVEOBJECTIVE
To create a community toilet monitoring system that isTo create a community toilet monitoring system that iscommunity led, directly communicated to Municipalcommunity led, directly communicated to MunicipalCorporation of Delhi (MCD) and becomes a tool forCorporation of Delhi (MCD) and becomes a tool for
ensuring proper service delivery by the service NGOs. ensuring proper service delivery by the service NGOs.
SCOPE OF ACTIVITYSCOPE OF ACTIVITY
Started with 6 slums in 2009, went up to 20 slums inStarted with 6 slums in 2009, went up to 20 slums in2010 and upto 75 in 2011. Now cover atleast 5 slums in2010 and upto 75 in 2011. Now cover atleast 5 slums in
each zone of Delhi.each zone of Delhi.
January 31, 2012 ASIA REGIONAL SANITATION AND HYGIENE PRACTITIONERS WORKSHOP, DHAKA
IMPROVEMENT IN COMMUNITY TOILET IMPROVEMENT IN COMMUNITY TOILET COMPLEX SERVICES throughCOMPLEX SERVICES through
COMMUNITY MONITORING COMMUNITY MONITORING
PROCESSPROCESS
F O R C E
January 31, 2012 Presentation By FORCE
Step 1 – Understanding the TOA and Step 1 – Understanding the TOA and identifying relevant parametersidentifying relevant parameters
Terms of Agreement Terms of Agreement
between MCD & Outsourcing Partners for between MCD & Outsourcing Partners for CTCsCTCs
Terms of AgreementTerms of Agreement
January 31, 2012 Presentation By FORCE
Step 2Step 2
Making CTC Monitoring Teams - Making CTC Monitoring Teams - 2-4 girls / women 2-4 girls / women – users of the CTC– users of the CTC
January 31, 2012 Presentation By FORCE
Step 3Step 3
Capacity Building of the CTC teamsCapacity Building of the CTC teams
January 31, 2012 Presentation By FORCE
Step 4 – educating community also Step 4 – educating community also about what they could rightfully expectabout what they could rightfully expect
January 31, 2012 Presentation By FORCE
Make monitoring format for teamsMake monitoring format for teamsUser Register Not Available Not Available
Complaint Register Not Available Not Available
Observation Register Not Available Not Available
Repairing and White wash
When was done last time ( Rep) 13th month before 13th month before
Condition of door Good Good
White Wash Status Not Good Not Good
White Wash last time 16th month before 16th month before
Sewear Connection yes yes
Septic tank Cleaning Last time Not Sure Not Sure
Electricity, Water Available Good Good
For Community Use
How many pass made No No
Soap Available Available
Cleaning Status Poor Poor
How many Hours open 18hrs 18hrs
Care takers behavior Good Good
Charges below 12yrs Free Free
Charges for Women's Rs. 10 Monthly Rs. 10 Monthly
Charges for Man Rs. 1 Per Day Rs. 1 Per Day
January 31, 2012 Presentation By FORCE
Instructions for monitoring
1) Quiet – non confrontationist
2) Surprise visits atleast twice a month
3) Post / hand over completed formats every month to FORCE
4) Share observations with community, in the presence of Caretaker / MCD atleast once in two months.
5) Felicitate caretaker for any improvement
January 31, 2012 Presentation By FORCE
Additional Role of FORCEAdditional Role of FORCE Collate data and share with Deputy Collate data and share with Deputy
Commissioners / Commissioner of Municipal Commissioners / Commissioner of Municipal Corporation and Service Provider agenciesCorporation and Service Provider agencies
January 31, 2012 ASIA REGIONAL SANITATION AND HYGIENE PRACTITIONERS WORKSHOP, DHAKA
IMPROVEMENT IN COMMUNITY TOILET IMPROVEMENT IN COMMUNITY TOILET COMPLEX SERVICES throughCOMPLEX SERVICES through
COMMUNITY MONITORING COMMUNITY MONITORING
IMPACTIMPACT
F O R C E
January 31, 2012 Presentation By FORCE
InfrastructuralInfrastructuralSignificant improvement in state of maintenanceSignificant improvement in state of maintenance
January 31, 2012 Presentation By FORCE
CommunityCommunityCreated awareness among the community about the:Created awareness among the community about the:
Importance of CTC for community hygiene and healthImportance of CTC for community hygiene and health
The role that each stakeholder plays in ensuring smooth The role that each stakeholder plays in ensuring smooth functioning of the CTC. This includes the NGO service provider, functioning of the CTC. This includes the NGO service provider, MCD staff and the community members themselvesMCD staff and the community members themselves
Better service delivery, value added services and new experimentsBetter service delivery, value added services and new experiments
Caretaker’s
video
January 31, 2012 Presentation By FORCE
The CTCs are now being kept open for 18 hours or more, The CTCs are now being kept open for 18 hours or more,
they are cleaned daily at least twice a day or more, they are cleaned daily at least twice a day or more,
the doors and walls are in good condition for at least 90% or more, the doors and walls are in good condition for at least 90% or more,
the children are not charged and women are charged Rs 1/- in all the children are not charged and women are charged Rs 1/- in all and the and the
number of family passes issued has gone up from zero to number of family passes issued has gone up from zero to approximately 200. approximately 200.
In fact, surprisingly, the project has resulted in improved relations In fact, surprisingly, the project has resulted in improved relations between the NGO service provider and the community. between the NGO service provider and the community.
Over a 2 year period, this has actually led to savings and stress Over a 2 year period, this has actually led to savings and stress free management for the NGO partner free management for the NGO partner
Better service deliveryBetter service delivery
January 31, 2012 Presentation By FORCE
January 31, 2012 Presentation By FORCE
MunicipalityMunicipality
For the MCD, the system has become an For the MCD, the system has become an ‘eyes and ears’ for CTCs of the‘eyes and ears’ for CTCs of the Levels of daily cleanliness and service support Levels of daily cleanliness and service support Maintenance status of critical infrastructureMaintenance status of critical infrastructure Responsiveness of the service providerResponsiveness of the service provider Financial irregularities by the service providerFinancial irregularities by the service provider Major repairs / additions neededMajor repairs / additions needed
January 31, 2012 ASIA REGIONAL SANITATION AND HYGIENE PRACTITIONERS WORKSHOP, DHAKA
IMPROVEMENT IN COMMUNITY TOILET IMPROVEMENT IN COMMUNITY TOILET COMPLEX SERVICES throughCOMPLEX SERVICES through
COMMUNITY MONITORING COMMUNITY MONITORING
SCALING UP, POTENTIAL FOR SCALING UP, POTENTIAL FOR REPLICABILITY AND POLICY REPLICABILITY AND POLICY
IMPACTIMPACT
F O R C E
January 31, 2012 Presentation By FORCE
Progress so farProgress so far
Within a short span of approx 2 years, the activity has already been Within a short span of approx 2 years, the activity has already been scaled up significantly – from 6 to 20 to 75 (covering all Delhi)scaled up significantly – from 6 to 20 to 75 (covering all Delhi)
Ease with which it has been possible to communicate the benefits Ease with which it has been possible to communicate the benefits and the mechanism of conducting this activity in diverse and the mechanism of conducting this activity in diverse settlements. settlements.
Commissioner has ordered for Quarterly review meetings to be held Commissioner has ordered for Quarterly review meetings to be held with the Deputy Commissioner of two of the districts with the Deputy Commissioner of two of the districts
In addition, from August 2011, a ‘Daily Self Reporting’ based on the In addition, from August 2011, a ‘Daily Self Reporting’ based on the project’s format has been made mandatory by Municipal project’s format has been made mandatory by Municipal Corporation of Delhi for the CTC Service Provider for one Municipal Corporation of Delhi for the CTC Service Provider for one Municipal Ward on an experimental basis.. Ward on an experimental basis..
The project started with WaterAid India. Now other funding The project started with WaterAid India. Now other funding organisations are willing to try the same approach in their organisations are willing to try the same approach in their intervention areasintervention areas
January 31, 2012 ASIA REGIONAL SANITATION AND HYGIENE PRACTITIONERS WORKSHOP, DHAKA
IMPROVEMENT IN COMMUNITY TOILET IMPROVEMENT IN COMMUNITY TOILET COMPLEX SERVICES throughCOMPLEX SERVICES through
COMMUNITY MONITORING COMMUNITY MONITORING
THANK YOUTHANK YOU
Jyoti SharmaJyoti SharmaFORCE (India)FORCE (India)
F O R C E