improvement in community toilet complex services through community monitoring

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


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.


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


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


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.


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


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.


IMPROVEMENT IN COMMUNITY TOILET IMPROVEMENT IN COMMUNITY TOILET COMPLEX SERVICES throughCOMPLEX SERVICES through

COMMUNITY MONITORING COMMUNITY MONITORING

PROCESSPROCESS

F O R C E


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


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


Step 3Step 3

Capacity Building of the CTC teamsCapacity Building of the CTC teams


Step 4 – educating community also Step 4 – educating community also about what they could rightfully expectabout what they could rightfully expect


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


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


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




IMPACTIMPACT

F O R C E


InfrastructuralInfrastructuralSignificant improvement in state of maintenanceSignificant improvement in state of maintenance


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


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


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




SCALING UP, POTENTIAL FOR SCALING UP, POTENTIAL FOR REPLICABILITY AND POLICY REPLICABILITY AND POLICY

IMPACTIMPACT

F O R C E


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




THANK YOUTHANK YOU

Jyoti SharmaJyoti SharmaFORCE (India)FORCE (India)

F O R C E

improvement in community toilet complex services through community monitoring

Business

community toilets

mcd evencomplaints

service ngos

service levels

presence of caretaker

mcd outsourcing partners

zone of delhi

asia regional sanitation