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TRANSCRIPT
Monthly Report
(Third Party Inspection & Monitoring Report of Night Shelter in NCR of Delhi)
Period: 16th February to 17th March 2019 (4 weeks)
Engagement of Third-Party Inspection Agency for Overseeing the Implementation of
Contractual Obligations of Works of Operation and Management of Night Shelter
Clusters in NCR of Delhi through Shelter Management Agencies (SMAs)
Third Party Inspection by: Impact and Policy Research Institute (IMPRI), New Delhi
March 2019
Submitted to:
Delhi Urban Shelter Improvement Board (DUSIB), Govt. of NCT of Delhi
Submitted by:
Impact and Policy Research Institute (IMPRI), New Delhi
प्रभाव एवं नीति अनुसंधान संस्थान www.impriindia.org
4C, K-Block, Saket, New Delhi-110017
[email protected] [email protected] +91-11-42630976 +91-9911195184
Executive Summary
This report contains a detailed analysis and summary of the task of Inspection (starting from
16th February 2019) executed by Impact and Policy Research Institute (IMPRI) as a Third-
Party Inspection Agency for Overseeing the Implementation of Contractual Obligations of
works of Operation and Management of Night Shelter Clusters through Shelter Management
Agencies (SMAs) in NCR of Delhi for Delhi Urban Shelter Improvement Board (DUSIB).
After the completion of first month (four weeks), several steady and positive improvements have
been observed over the weeks. Certain deficiencies have been discovered as well in many
segments during the same period and reported to DUSIB. The proforma for inspection have
been revised as per the SMA-DUSIB agreement covering the dimensions of manpower
requirements, display, records, water, sanitation, hygiene and cleanliness, equipment and
fittings requirements (where available), retiring facilities and cleanliness requirements, safety
and security and others. Proper monitoring mechanism have been put up for reporting and
ensuring desired operations and management of the night shelters.
In the latest week (week four), status of deficiencies of few selected indicators in the night
shelters are as follows: caretaker not present – 1.8%; sweeper not attending the NS – 4.1%;
duty roster board of staffs not displayed properly – 3.6%; visitor register not maintained –
2.7%; non-availability of water for WC/bath – 10.9%; non-availability of drinking water from
DJB/RO – 9.1%; bad status of cleanliness of WC/bio-digester/baths – 7.3%; bad status of
cleanliness inside the premise – 2.7%; bad status of cleanliness outside the premise – 3.6%;
bad condition of functionality of fittings and fixtures – 1.4%; bad condition of general inside
upkeep – 0.9%; bad condition of building/porta cabin – 1.4%; first aid box not maintained –
6.8%; fire-extinguisher not in working condition – 8.2%; and, bad satisfaction level of
residents regarding facilities – 3.2%. Details about these deficiencies, in the inspection
proforma (with signature of caretakers) have been submitted to DUSIB, and appropriate action
in form of penalty or others will be undertaken for the respective SMAs by DUSIB.
Some of the most emerging issues from these four weeks inspection is of water, sanitation,
hygiene and cleanliness, as well as fitting & fixtures. While the night shelters within the core
of the city and near to transit locations experience higher occupancy and thus faces issues of
water and sanitation, whereas the night shelters in the outer part of city experiencing not so
high occupancy suffers from lack of adequate infrastructure in the aspects of water and
sanitation and general upkeep. Several of these issues are already known to SMAs and DUSIB,
and are under some sort of process to fix the issues soon. Some of the issues pertaining to water
and sanitation and electricity were also arising in the analysis due to the temporary tent’s
facilities (which offers limited facilities), as per winter plan, which is expected to end by March
2019.
Through periodic inspection and monitoring of each of the night shelters, the condition of the
night shelters can be projected to improve in the right direction and help in making these night
shelters facilities by DUSIB as best practices and light house to other parts of the country. It
will periodically cater to the needs of the target population, i.e. the homeless of the NCR of
Delhi, and fulfil their basic right to dignified shelter.
Contents
Executive Summary
1 Background 1
2 Brief Summary of Findings 4
About the Inspection 4
a Manpower requirements 5
b Display 6
c Records 7
d Water, sanitation, hygiene & cleanliness 8
e Equipment & fittings 10
f Retiring facilities & cleanliness 11
g Safety & security 12
h Others 13
i Immediate issues 13
j Emerging Issues 14
3 Conclusions 16
4 Annexures
I Cluster wise night shelter details
II Night shelter – maps (from DUSIB website)
III Old proforma for inspection
IV New proforma for inspection
V Proforma for reporting issues immediately to DUSIB
VI Team details
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1. Background
Delhi Urban Shelter Improvement Board (DUSIB) under the Government of NCT of Delhi is the
nodal agency for providing the facility of night shelters having basic amenities. Through a
Notice Inviting Tender (NIT) Number - 18/DD (NS)-I/DUSIB/2018 dated on 26th December
2018, the DUSIB invited agencies for the engagement of a third-party inspection agency for
overseeing the implementation of contractual obligations of works of operation and management
of night shelter clusters in NCR of Delhi through Shelter Management Agencies (SMAs). After
the due bidding process of tendering, the Impact and Policy Research Institute (IMPRI) won the
bid contract and was allocated the work - Construction and Management of Night Shelters under
the subhead - Engagement of Third-Party Inspection Agency for Overseeing the Implementation
of Contractual Obligations of works of Operation and Management of Night Shelter Clusters
through SMAs in NCR of Delhi on February 14, 2019 for the duration of 6 months.
Throughout the year, DUSIB is committed to providing shelters to fulfilling the human and
fundamental right to shelter to the homeless people dispersed all over the capital of India. In
order to counter the challenge of homelessness for the urban homeless, regardless of seasons of
chilling winter, scorching heat waves in summer, or rains during monsoons, DUSIB operates
various types of night shelters that accommodates men, women, children, families, elderly,
disabled, as well as rescue and drug addicts.
Currently (March 2019), DUSIB have 220 Night Shelters (NS) locations under its purview, that
can accommodate a total of 17945 urban homeless people at a time (Annexure I). These
comprise of 76 NS in permanent buildings or RCC buildings with a capacity of 9255, 114 NS in
porta cabins with a capacity of 7175 and the rest 30 in tents (as per the winter plan) with a
capacity of 1515 (Table 1.1).
Table 1.1, Night Shelter Types, Locations and Capacity under DUSIB, March 2019 Night Shelter Type Locations Capacity
RCC BUILDING 76 9255
PORTA CABIN 114 7175
TENT (as per winter plan only) 30 1515
Total 220 17945
Source: DUSIB website http://www.delhishelterboard.in/
Note: Total tent units 60, Location of Temporary Shelters 30, 190+60= Total night shelters are 250.
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DUSIB is obliged to provide the required project facilities in each night shelters. It has mandated
that each night shelter must be equipped with sufficient numbers of beddings, blankets, durries,
jute mats, first aid kits, water tanks, geysers, desert coolers, RO system/water dispenser, TV sets,
fans, mosquito nets, electricity and emergency lights, toilets with bio-digester/dustbins, etc. The
overall aim is to provide better living conditions to the homeless people at the night shelters that
are to be operated and managed by the Shelter Management Agencies (SMAs). The respective
SMAs have the duty to look after, maintain and manage the project facilities within the premise
of night shelters. Table 1.2 shows the SMA-wise allocation of various types of night shelters.
Table 1.2, Shelter Management Agencies and Type of Night Shelters
SMAs/Types RCC Building Porta Cabin Tent Total
Aashray Adhikar Abhiyan 8 2 1 11
Centre For Equity Studies 1 2 0 3
Prayas Juvenile Aid Centre 6 9 2 17
Rachna Women’s Development Association 7 14 0 21
SPYM 17 36 15 68
Sadik Masih Medical Social Servant Society 14 32 2 48
Safe Approach for Nascent Termination of Social Hazards 23 19 10 52
Total NS 76 114 30 220
Source: DUSIB website http://www.delhishelterboard.in/
The night shelters are also categorised by their purpose: Children (4), Disabled person (1), Drug
addicts (4), Families (20), General (170), Recovery Shelters (3), and Women (18). Table 1.3
provides description of various types of night shelters that serve the purpose of accommodating
different categories of people.
Table 1.3, Purpose and Types of Night Shelters
Purpose/Type Porta Cabin RCC Building Tent Total
Children 0 4 0 4
Disabled Person 0 1 0 1
Drug Addicts 0 4 0 4
Families 15 3 2 20
General 85 58 27 170
Recovery Shelter 2 1 0 3
Women 12 5 1 18
Total NS 114 76 30 220
Source: DUSIB website http://www.delhishelterboard.in/
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In order to present a fair picture and clarity on the prevailing condition and status of the
operation and management of night shelters through SMAs, IMPRI as a third-party inspection
agency has deployed its field supervisors who are responsible for monitoring and evaluating each
night shelter as prescribed under the contract. This report analyses the inspection and monitoring
of the night shelters. Also, it highlights the issues in the night shelters, challenges of the night
shelter occupants and also of the SMA’s towards proper implementation of contractual
obligations of works of operation and management of night shelter clusters in NCR of Delhi as
prescribed under the contract with DUSIB. This monthly (first) report is a compilation of
inspection reports of each night shelter and its analysis conducted by IMPRI on a weekly basis
(total four weeks) beginning from 16th February 2019.
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2. Brief Summary of Findings
About the Inspection
After the commencement of the work, IMPRI project team has started inspecting or overseeing
the implementation of contractual obligations of works of operation and management of night
shelter clusters (total 15) in NCR-Delhi through SMAs by deploying research team and field
supervisors (Annexure VI). In addition, those night shelters which does not fall under any cluster
(total 12 NS) were also inspected.
The monthly (first) report cover four weeks for analysis, starting from 16th February 2019 (an
orientation program was conducted on the same day before starting the inspection and
monitoring work) till 17th March 2019. The dates for these four weeks are as follows- First week:
16th February – 24th February 2019; Second week: 25th February – 3rd March 2019; Third week:
4th March – 10th March 2019; and Fourth week: 11th March – 17th March 2019.
In the first two weeks, a total of 218 night shelters were inspected by the field supervisors
(during the commencement of work total NS were 218). While looking into the requirement of
more night shelters, DUSIB inducted two more night shelters in operation. So, during third and
fourth week, a total of 220 night shelters were inspected.
The inspection proforma provided by the DUSIB in the tender document (Annexure III) had only
about 15 broad questions. This proforma was used for the inspection in first two weeks. After
due consultation with DUSIB, the new questionnaire (Annexure IV) has been revised as per the
SMA agreement with DUSIB. The new proforma contains 75 questions and it covers a
comprehensive list of all the project facilities within the service area of the night shelters. The
broad categories include- a. manpower requirements; b. display; c. records; d. water, sanitation,
hygiene & cleanliness; e. equipment & fittings (where available); f. retiring facilities &
cleanliness; g. safety & security; h. others (fees & satisfaction); i. immediate issues; and j.
comments. The effort in making the questionnaire more exclusive is to ensure that the clear
picture of issues and challenges in operating and management night shelters can be assessed and
for which proper measures can be delivered on time. After the consultation with DUSIB, IMPRI
developed another proforma named – ‘Proforma for reporting issues immediately to DUSIB’
(Annexure V) through which if a field supervisor discovers any issue(s) within and outside the
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premises of night shelters that need an urgent attention from the concerned authorities, those
would be raised as an issue through this format with more details along with signature of
caretaker of the night shelter.
As per the contractual obligations and requirements of inspections and monitoring of the
operations and management of the night shelters, inspection visits are being made in each of the
night shelters according to the service level standards and proforma are being filled (with
signature of caretakers, entry and comments in visitors’ books). These proforma then are
scrutinized, its data is being entered and cleaned for analysis and reporting. Finally, the hard
copies of the inspection form are submitted to DUSIB. However, for analysis (on weekly basis),
only a single proforma per night shelter per week is considered for data analysis on a periodic
basis and preparing the monthly report.
Since the proforma has been improved and contains more questions from week three onwards,
many variables are not available for week one & two, and hence cannot be compared. Since this
is the monthly (first) report, brief analysis has been presented to ascertain the operation and
management of the night shelters through SMAs, using selected important indicators. The
upcoming reports will present deep analysis and more insights as the monitoring work
progresses.
The following sections, based upon various facets of investigation, discusses the analysis of the
inspection (using the collected data) and emerging issues based upon the observations from the
night shelters.
a. Manpower requirements
The ‘manpower requirements’ have the following question asked- caretaker present; name of
caretaker; whether in uniform; whether with Id card; sweeper attending the NS; security guard
(only for women NS); name of security guard (only for women NS); rescue vehicle attendant
present (only winters); rescue vehicle attendant name (only winters); and rescue vehicle number
(only winters).
Table 2.1 presents the manpower requirement’s select indicator wise weekly progress. It shows
that in week one, out of the total 218 shelters, caretakers were present in 93.6% shelters, whereas
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in week two it was 95.4%. In week three and week four, out of total of 220 shelters, caretaker
was present in 96.8% and 98.2% shelters respectively. In week one, in 67% shelters of the
caretakers were in uniform (of those present), which improved to 88.2% in week four. Similarly,
caretaker with ID card has improved from 81.7 % in week one, 87.6% in week two, 91.4 % in
week three and 95% in week four. Sweepers were present in 84.4% shelters in week one, 87.6%
in week two, and 95.9 % in both weeks three and four. Overall, a steady and progressive
improvement in the manpower was observed from week one to week two and similarly from
week three to week four.
Table 2.1 Manpower requirements- selected indicators, week wise percentages and frequency
Manpower requirements Percentage Frequency
Week 1 Week 2 Week 3 Week 4 Week1 Week 2 Week 3 Week 4
1 Caretaker present
Yes 93.6 95.4 96.8 98.2 204 208 213 216
No 6.4 4.6 3.2 1.8 14 10 7 4
Total 100.0 100.0 100.0 100.0 218 218 220 220
2 Whether in uniform
Yes 67.0 76.6 85.5 88.2 146 167 188 194
No 26.6 18.8 11.4 10.0 58 41 25 22
NA 6.4 4.6 3.2 1.8 14 10 7 4
Total 100.0 100.0 100.0 100.0 218 218 220 220
3 Whether with ID card
Yes 81.7 87.6 91.4 95.0 178 191 201 209
No 11.9 7.8 5.5 3.2 26 17 12 7
NA 6.4 4.6 3.2 1.8 14 10 7 4
Total 100.0 100.0 100.0 100.0 218 218 220 220
4 Sweeper attending the
NS
Yes 84.4 87.6 95.9 95.9 184 191 211 211
No 15.6 12.4 4.09 4.1 34 27 9 9
Total 100.0 100.0 100.0 100.0 218 218 220 220
b. Display
Under the ‘display’, the following questions have been addressed- instruction flexi board
displayed; duty roster board of staff displayed properly; and display boards outside the night
shelter.
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Table 2.2 presents the trends in the indicators related to display in last four weeks. It can be seen
that about 92.2 % shelters in week one displayed instruction flexi board, and it has improved to
95.4 % in week two, 95.0% in week three and 96 % in week four. The duty roster board of staff
was displayed properly in 94% shelters in week one and two, whereas it was 94.6% in week
three and 96.4% in week four. The display board outside the night shelter was present in 96.4%
and 95.9% shelters in week three and four respectively. Overall, improvement in all the
indicators were observed.
Table 2.2 Display- selected indicators, week wise percentages and frequency
Display Percentage Frequency
Week
1
Week
2
Week
3
Week
4
Week
1
Week
2
Week
3
Week
4
1 Instruction flexi board
displayed Yes 92.2 95.4 95.0 95.9 201 208 209 211
No 7.8 4.6 5.0 4.1 17 10 11 9
Total 100.0 100.0 100.0 100.0 218 218 220 220
2 Duty Roster board of staffs
displayed properly
Yes 94.0 94.0 94.6 96.4 205 205 208 212
No 6.0 6.0 5.5 3.6 13 13 12 8
Total 100.0 100.0 100.0 100.0 218 218 220 220
3 Display boards outside the
night shelter
Yes 96.4 95.9 212 211
No 3.6 4.1 8 9
Total 100.0 100.0 220 220
c. Records
In the ‘record’ section, the following questions have been asked- occupancy register maintained;
visitor register maintained; attendance register of all staff maintained; and complaint and
suggestion register maintained.
Table 2.3 shows that the maintenance registers by the shelters have improved drastically during
last four weeks. For example, the maintenance of occupancy record improved from 95.4% in
week 1 and 2 to 99.1% in week 3 and 4. About the visitors’ register, 99.1% maintained visitor
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register in week 1, 98.2 % in week 2, 97.7 in week 3 and 97.3 % in week 4. Out of 220 shelters,
the attendance register of all staff was maintained in 73.6% shelters in week 3 and it has
improved to 84.1% in week four. Similarly, the complaints and suggestions register were
maintained by 58.2% and 60.5% shelters in week 3 and 4, respectively.
Table 2.3 Records- selected indicators, week wise percentages and frequency
Records
Percentage Frequency
Week
1
Week
2
Week
3
Week
4
Week
1
Week
2
Week
3
Week
4
1 Occupancy register maintained
Yes 95.4 95.4 99.1 99.1 208 208 218 218
No 4.6 4.6 0.9 0.9 10 10 2 2
Total 100.0 100.0 100.0 100.0 218 218 220 220
2 Visitor register maintained
Yes 99.1 98.2 97.7 97.3 216 214 215 214
No 0.9 1.8 2.3 2.7 2 4 5 6
Total 100.0 100.0 100.0 100.0 218 218 220 220
3 Attendance register of all staff maintained
Yes 73.6 84.1 162 185
No 26.4 15.9 58 35
Total 100.0 100.0 220 220
4 Complaint & suggestion register maintained
Yes 58.2 60.5 128 133
No 41.8 39.6 92 87
Total 100.0 100.0 220 220
d. Water, sanitation, hygiene and cleanliness
The ‘water, sanitation, hygiene and cleanliness’ section have the following questions-
availability of water for WC/Bath; availability of drinking water from DJB/RO; no stagnation of
water in the NS premises; cleanliness of WC/Bio-Digester/Baths; cleaning materials available
(including soap); cleanliness inside the premises; cleanliness outside the premises; dustbins
maintained; problem of pest & vector inside NS; and mosquito repellent available.
As presented in Table 2.4, it was found that the indicators such as the availability of drinking
water, cleanliness of WC/Bio-Digester/Baths, cleaning materials available (including soap),
cleanliness inside the premises, cleanliness outside the premises, dustbins maintained, mosquito
repellents available have improved significantly over the past four weeks whereas the rest of the
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indicators have shown slow improvement. It should also be noted here that during week two and
three, there were frequent rains which led to deteriorated condition of cleanliness parameters
within the night shelter premises. Nevertheless, progress was observed in sanitation and
cleanliness related variables in the fourth week. The availability of drinking water improved
from 85.5% in week three to 90.9% in week four. About the cleanliness of WC/Bio-
Digester/Baths, 44% shelters had satisfactory in week one, which has improved to 70.9% in
week four. Similarly, the availability of cleaning materials including soap has improved from
76.8% in week three to 89.5% in week four. The satisfactory cleanliness inside the premises has
improved from 53.6% in week three to 64.1% in week four, while the satisfactory cleanliness
outside the premises has also improved from 58.2% in week three to 66.4% in week four.
Table 2.4 Water, sanitation, hygiene and cleanliness- selected indicators, week wise percentages and
frequency
Water, sanitation, hygiene & cleanliness Percentage Frequency
Week 1 Week 2 Week 3 Week 4 Week 1 Week 2 Week 3 Week 4
1 Availability of water for WC/Bath
Yes 84.9 85.8 78.2 75.9 185 187 172 167
No 15.1 14.2 11.4 10.9 33 31 25 24
NA 10.5 13.2 23 29
Total 100.0 100.0 100.0 100.0 218 218 220 220
2 Availability of drinking water from DJB/RO
Yes 85.5 90.9 188 200
No 14.6 9.1 32 20
Total 100.0 100.0 220 220
3 No stagnation of water in the NS premises
Yes 68.81 78.0 65.9 59.6 150 170 145 131
No 31.19 22.0 34.1 40.5 68 48 75 89
Total 100 100 100 100 218 218 220 220
4 Cleanliness of WC/Bio-Digester/Baths
Good 25.7 11.5 10.0 14.1 56 25 22 31
Satisfactory 44.0 57.8 55.5 70.9 96 126 122 156
Bad 30.3 28.4 26.8 7.3 66 62 59 16
NA 2.3 7.7 7.7 5 17 17
Total 100.0 100.0 100.0 100.0 218 218 220 220
5 Cleaning materials available (including soap)
Yes 76.8 89.5 169 197
No 23.2 10.5 51 23
Total 100.0 100.0 220 220
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6 Cleanliness inside the premises
Good 40.9 33.2 90 73
Satisfactory 53.6 64.1 118 141
Bad 5.5 2.7 12 6
Total 100.0 100.0 220 220
7 Cleanliness outside the premises
Good 38.6 30.0 85 66
Satisfactory 58.2 66.4 128 146
Bad 3.2 3.6 7 8
Total 100.0 100.0 220 220
8 Dustbins maintained
Yes 83.2 89.1 183 196
No 16.8 10.9 37 24
Total 100.0 100.0 220 220
9 Problem of pest & vector inside NS
Yes 39.6 31.8 87 70
No 60.5 68.2 133 150
Total 100.0 100.0 220 220
10 Mosquito repellent available
Yes 17.3 19.1 38 42
No 82.7 80.9 182 178
Total 100.0 100.0 220 220
e. Equipment and fittings (where available)
In the ‘equipment and fittings’ aspects, the following questions were addressed in the inspection-
the availability of electricity; functionality of fitting and fixtures; RO-system; TV sets; fans (only
summers); geyser; water cooler; desert air cooler (only summers); and general inside up-keep of
the night shelters.
Table 2.5 shows that the functionality of fitting and fixtures, and general inside upkeep was seen
to be improved in the satisfactory level and reduced in the bad condition level over the past four
weeks. For example, in week one, the functionality of fitting and fixtures was in satisfactory
condition in 42.7% shelters which has improved to 45.4% in week two, 51.8% in week three and
69.1% in week four. Similarly, the satisfactory level in general inside upkeep has seen constant
improvement from week one in 49.5% shelters to 65.9% in week four. However, the availability
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of electricity was seen to be not improving in week 3 and 4, which can be associated with the
facilities in the tent night shelters.
Table 2.5 Equipment & fittings (where available)- selected indicators, week wise percentages and
frequency
Equipment & fittings (where
available)
Percentage Frequency
Week
1
Week
2
Week
3
Week
4
Week
1
Week
2
Week
3
Week
4
1 Availability of electricity
Yes 93.6 95.0 88.6 90.9 204 207 195 200
No 6.4 1.4 1.4 2.7 14 3 3 6
NA 3.7 10.0 6.4 8 22 14
Total 100.0 100.0 100.0 100.0 218 218 220 220
2
Functionality of fitting &
fixtures
Good 50.9 50.0 45.5 29.6 93 99 100 65
Satisfacto
ry 42.7 45.4 51.8 69.1 111 109 114 152
Bad 6.4 4.6 2.7 1.4 14 10 6 3
Total 100.0 100.0 100.0 100.0 218 218 220 220
3 General inside upkeep
Good 46.3 45.0 44.1 33.2 101 98 97 145
Satisfacto
ry 49.5 53.7 52.7 65.9 108 117 116 73
Bad 4.1 1.4 3.2 0.9 9 3 7 2
Total 100.0 100.0 100.0 100.0 218 218 220 220
f. Retiring facilities and cleanliness
In the ‘retiring facilities and cleanliness’ requirements, the following questions have been
addressed- open 24X7 and access; general condition of building/porta cabin; blankets available
(only for winter); darries available (no.); jute mate available (no.); bed sheets available (no.);
pillow available (no.); pillow cover available (no.); mattress available (no.); along with their
status of cleanliness; Cot available (no.) and Locker available (no.).
Table 2.6 presents the indicators related to retiring facilities and cleanliness. It was found that all
220 shelters were accessible 24*7 hours and were open in week three and four. The general
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condition of building and porta cabin was satisfactory for 60.9% and 74.6% shelters in week
three and four, respectively.
Table 2.6 Retiring facilities and cleanliness- selected indicators, week wise percentages and
frequency
Retiring facilities & cleanliness
Percentage Frequency
Week 1 Week 2 Week 3 Week 4 Week 1 Week 2 Week 3 Week 4
1 Open 24*7 and access
Yes 100.0 100.0 220 220
No 0.0 0.0 0 0
Total 100.0 100.0 220 220
2 General condition of building/porta cabin
Good 35.0 24.1 77 53
Satisfactory 60.9 74.6 134 164
Bad 4.1 1.4 9 3
Total 100.0 100.0 220 220
g. Safety and security
Under the ‘safety and security’ requirements, the following questions have been addressed- first
aid box maintained; whether fire extinguisher in working condition; and CCTV working (only
for women and child night shelters).
Table 2.7 shows that the maintenance of first aid box saw an improvement from 86.7% shelters
in week one to 93.2% in week four. Similarly, out of 220 night shelters, the fire extinguishers in
working condition improved from 80.9% shelters in week three to 91.8% in week four.
Table 2.7 Safety and security- selected indicators, week wise percentages and frequency
Safety & security Percentage Frequency
Week 1 Week 2 Week 3 Week 4 Week 1 Week 2 Week 3 Week 4
1 First aid box maintained
Yes 86.7 90.8 86.8 93.2 189 198 191 205
No 13.3 9.2 13.2 6.8 29 20 29 15
Total 100.0 100.0 100.0 100.0 218 218 220 220
2 Whether fire extinguisher in working condition
Yes 80.9 91.8 178 202
No 19.1 8.2 42 18
Total 100.0 100.0 220 220
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h. Others
Under the ‘others’ requirements, the following questions have been addressed- whether any fees
being taken from residents and satisfaction of residents regarding facilities.
The table 2.8 shows that the satisfaction of residents regarding facilities was reported as
‘satisfactory’ by 60.5% shelters in week three and 65.9% in week four, whereas those reported as
‘bad’ has reduced from 3.6% in week three to 3.2% in week four.
Table 2.8, Others- selected indicators, week wise percentages and frequency
Others Percentage Frequency
Week 1 Week 2 Week 3 Week 4 Week 1 Week 2 Week 3 Week 4
1 Satisfaction of residents regarding facilities
Good 35.9 30.9 79 68
Satisfactory 60.5 65.9 133 145
Bad 3.6 3.2 8 7
Total 100.0 100.0 220 220
i. Immediate issues
After consultation with DUSIB, the efforts have also been put to include the new practice of
discovering issues through ‘Proforma for reporting issues immediately to DUSIB’ (Annexure V)
which need resolution on an immediate basis so that those issues can be communicated quickly.
Till the third and fourth week, 47 issues raised proforma have been reported to DUSIB. Most of
these issues were pertaining to ‘water, sanitation, hygiene and cleanliness’, ‘equipment &
fittings’, toilets, and sewerage.
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j. Emerging issues
The field supervisors have been consistently putting their comments by highlighting the issues
and deficiencies/challenges on the part of SMAs, which were supposed to be maintained in each
night shelters allocated to them as per the contractual obligations of SMAs with DUSIB. Some of
the most emerging issues from these four weeks inspection is of water, sanitation, hygiene and
cleanliness, as well as fitting & fixtures.
In the first month, gradual improvement has been noted in the following fields: presence of
caretakers, caretakers in uniform and with ID card and sweepers present; instruction displayed on
flexi boards, proper display of duty roster board of staff, display boards outside the night shelter;
maintenance of occupancy register; maintenance of attendance registers of all staff; maintenance
of complaint and suggestion registers; availability of drinking water from Delhi Jal Board/RO;
availability of cleaning materials (including soap); maintenance of dustbins; availability of
electricity; open 24*7 and access of night shelters; maintenance of first aid box; and fire
extinguishers in working condition.
The project facilities that need further attention are: maintenance of visitors’ register, availability
of water for WC/bath; steps towards ensuring no stagnation of water in the night shelter
premises; cleanliness of WC/bio-digester/baths; cleanliness inside and outside the premises;
problem of pest and vector inside night shelter; availability of mosquito repellents; functionality
of fittings and fixtures; general inside upkeep; general condition of building/porta cabin and
maintaining the complaint and suggestion register on a regular basis. It should also be noted here
that during week two and three, there were frequent rains which led to deteriorated condition of
cleanliness parameters within the night shelter premises. Nevertheless, progress was observed in
sanitation and cleanliness related variables in the fourth week.
In the latest week (week four), status of deficiencies of few selected indicators in the night
shelters are as follows: caretaker not present – 1.8%; sweeper not attending the NS – 4.1%; duty
roster board of staffs not displayed properly – 3.6%; visitor register not maintained – 2.7%; non-
availability of water for WC/bath – 10.9%; non-availability of drinking water from DJB/RO –
9.1%; bad status of cleanliness of WC/bio-digester/baths – 7.3%; bad status of cleanliness inside
the premise – 2.7%; bad status of cleanliness outside the premise – 3.6%; bad condition of
functionality of fittings and fixtures – 1.4%; bad condition of general inside upkeep – 0.9%; bad
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condition of building/porta cabin – 1.4%; first aid box not maintained – 6.8%; fire-extinguisher
not in working condition – 8.2%; and, bad satisfaction level of residents regarding facilities –
3.2%. Details about these deficiencies, in the inspection proforma (with signature of caretakers)
have been submitted to DUSIB, and appropriate action in form of penalty or others will be
undertaken for the respective SMAs by DUSIB.
While the night shelters within the core of the city and near to transit locations experience higher
occupancy and thus faces issues of water and sanitation, whereas the night shelters in the outer
part of city experiencing not so high occupancy suffers from lack of adequate infrastructure in
the aspects of water and sanitation and general upkeep. Several of these issues are already know
to SMAs and DUSIB, and are under some sort of process to fix the issues soon. Some of the
issues pertaining to water and sanitation and electricity were also arising in the analysis due to
the temporary tent’s facilities (which offers limited facilities), as per winter plan, which is
expected to end by March 2019. Where the information is missing and requires proper
communication and reporting, the field supervisors are following up on the issues on periodic
basis with SMAs and reporting is done to DUSIB.
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3. Conclusion
After the completion of first month (four weeks) from the commencement of work – engagement
as a third-party inspection agency for overseeing the implementation of contractual obligations
of works of operation and management of night shelter clusters through SMAs in NCR of Delhi,
several steady and positive improvements have been observed over the weeks. Certain
deficiencies have been discovered as well in many segments during the same period and reported
to DUSIB. The proforma for inspection have been revised as per the SMA-DUSIB agreement
and proper monitoring mechanism have been put up for reporting and ensuring desired
operations and management of the night shelters.
As analysed above, improvement in segments like manpower requirements; display; records;
availability of water within the premises have been acknowledged and further in segments like
water, sanitation, hygiene and cleanliness, safety and security, general inside upkeep need to be
focused more in the coming months.
In the latest week (week four), status of deficiencies of few selected indicators in the night
shelters are as follows: caretaker not present – 1.8%; sweeper not attending the NS – 4.1%; duty
roster board of staffs not displayed properly – 3.6%; visitor register not maintained – 2.7%; non-
availability of water for WC/bath – 10.9%; non-availability of drinking water from DJB/RO –
9.1%; bad status of cleanliness of WC/bio-digester/baths – 7.3%; bad status of cleanliness inside
the premise – 2.7%; bad status of cleanliness outside the premise – 3.6%; bad condition of
functionality of fittings and fixtures – 1.4%; bad condition of general inside upkeep – 0.9%; bad
condition of building/porta cabin – 1.4%; first aid box not maintained – 6.8%; fire-extinguisher
not in working condition – 8.2%; and, bad satisfaction level of residents regarding facilities –
3.2%. Details about these deficiencies, in the inspection proforma (with signature of caretakers)
have been submitted to DUSIB, and appropriate action in form of penalty or others will be
undertaken for the respective SMAs by DUSIB.
Some of the most emerging issues from these four weeks inspection is of water, sanitation,
hygiene and cleanliness, as well as fitting & fixtures. While the night shelters within the core of
the city and near to transit locations experience higher occupancy and thus faces issues of water
and sanitation, whereas the night shelters in the outer part of city experiencing not so high
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occupancy suffers from lack of adequate infrastructure in the aspects of water and sanitation and
general upkeep. Several of these issues are already known to SMAs and DUSIB, and are under
some sort of process to fix the issues soon. Some of the issues pertaining to water and sanitation
and electricity were also arising in the analysis due to the temporary tent’s facilities (which
offers limited facilities), as per winter plan, which is expected to end by March 2019.
Through periodic inspection and monitoring of each of the night shelters, the condition of the
night shelters can be projected to improve in the right direction and help in making these night
shelters facilities by DUSIB as best practices and light house to other parts of the country. It will
periodically cater to the needs of the target population, i.e. the homeless of the NCR of Delhi,
and fulfil their basic right to dignified shelter.
Some remedial measures are suggested below:
a. The Delhi Jal Board should be requested to provide water and sewer connection to the
remaining night shelters, where not available, and to provide water tankers in double shifts for
proper availability of water on immediate basis.
b. Coordination of SMAs, Third-party monitoring agency and DUSIB to resolve the issues of
fitting and fixtures, and general condition of night shelters on periodic basis.