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ContinuousImprovements in

Bangalore, India fromJanuary 1999 to March

2000



Summary for Bangalore• Customer complaint acceptance, action

and follow up procedure implemented

• Service standards set for different

classes of complaints

• Decentralised to 6 district offices, each

with a PC

• Revenue officers in each district

responsible for complaint management• Escalation provisions for overdue

complaints

• Education programs for house wives,

resident groups, hospital staff, children,

hospital out patients

• Promotion of violation fine

• Prosecution very active

• Posters in public places

• Door to door collection now covering

20% of all residents - complete by July

• Waste separation now part of collection

• Road sweepers better equipped

• Management status reporting by ward

• Monitor dumping sites daily

• New uniforms for all health inspectors

(enforcers)

• All road sweepers now carry

identification tags

• Implementing revaluation of all properties

in 2000 ready for 2001 tax year

• Negotiating for tax on “exempt”

Government properties

• New legislation covering delinquent

properties• New computer system now in Tender

stage

• Increase in Tax revenue $US 20million pa

• Hawking licence now required, 6000

applicants



Improvements in Solid

waste commenced with a

new daily collection serviceutilising push carts and

waste separation.



The push cart is financed by several sponsors. The buckets are designed to separate waste such as

glass, metal cans and biodegradable waste. Each cart is numbered and is allocated to a specificoperator who has a collection round that takes about 4 hours to complete.



The bell at the top of the cart is rung by the operator to let the residents know that the cart is nearby

their house. The resident then delivers their waste to the operator - the service moto is “once a day,

ever da ”



Using the acronym “GARBAGE” a meaningful message is displayed on this cart. Education andenforcement are two key elements of a good Solid waste service.



This is another example of the Education program. In addition, Bangalore has placed posters in allMunicipal buildings advising residents of good waste disposal habits.



All shops selling food products are required to place a public bin at the front of the shop for customersto dispose of waste properly. A significant improvement in street littering is evident in this picture.



In the poorer parts of Bangalore, the “once a day, every day” waste collection service has reducedstreet littering and illegal dumping significantly. No litter is evident in this street.



“Hot spots” being illegal dumping locations, (at right) have been cleared and residents have beenadvised that dumpers will be prosecuted. This poor area street, shows very little dumping or littering.



Residents have been educated by Municipal health officers and now fully support the “once a day,every day” waste collection service. Regular monitoring is carried out by the area Health officer.



The City promotes recycle and reduction of waste. The above products have been hand made fromrecycled plastic strips and plastic bags.



Bangalore is correcting

illegal commercial use of off street parking bays.



Building owners that have illegally converted off street car parks into commercial shops, have beentargeted to return these spaces back to parking bays. The above “shop” has been closed and cleared.



Building off street parking, that have been illegally converted to commercial shops, have been targetedfor corrective action. This shop, now cleared shows some 20 parking bays now available.



Disclaimer

The views expressed in this Toolkit are the views of the authors and do not necessarily

reflect the views or policies of the Asian Development Bank (ADB) or Asian

Development Bank Institute (ADBI), or their Board of Directors, or the governmentsthey represent. ADB and ADBI do not guarantee the accuracy of the data included in

this CD-ROM and accepts no responsibility for any consequences of their use.

Terminology used may not necessarily be consistent with ADB official terms.

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