Service Level Benchmarks
INTRODUCTION
The challenges of the urban sector in India are growing rapidly, and government agencies at various levels are taking steps to address the gaps in service delivery. One of the important steps towards this is introduction of appropriate systems for information management, performance monitoring, and benchmarking.
Benchmarking is now well recognized as an important mechanism for introducing accountability in service delivery. Sustained benchmarking can help Urban Local Bodies (ULBs) and utilities in identifying performance gaps and effecting improvements through the sharing of information and best practices, ultimately resulting in better services to people. Recognizing its importance, the Ministry of Urban Development (MoUD), Government of India constituted a Core Group on Benchmarking under the chairmanship of Joint Secretary (UD), MoUD with the aim of developing a framework for water supply, wastewater management, storm water drainage, solid waste management services and urban transport. This group has finalized a Handbook of Service Level Benchmarks (SLB), which provides (i) a common minimum framework for monitoring and reporting on service level indicators, and (ii) guidelines on how to operationalize this framework in a phased manner.
MoUD has recently released the Handbook of Service Level Benchmarks which it hopes will facilitate a shift in focus in ULBs and utilities from infrastructure creation to delivery of service outcomes. In keeping with its progressive approach to sector reform, GoI has expressed interest in introducing service level benchmarking at the State/city levels in about 20 pilot cities. MouD has taken a decision to support implementation of the framework in these pilot cities so that they can serve as role models for other cities across the country. MoUD wants to address institutional and operational aspects for ensuring long term sustainability of the benchmarking activity. Accordingly, the initiative will encompass two aspects:
- collation of performance data using the indicators and methodologies outlined in the SLB Handbook;.
- mplementation of appropriate management information systems at the city (and if required at the state) level to support provision of this data on an on-going basis
In addition, the pilot initiative will facilitate development of Performance Improvement Plans using information generated by the benchmarking exercise. By doing so, it is expected that ULBs and utilities will begin to integrate the benchmarking into their decision processes leading to improved quality of planning and project development.
pilot initiative will cover the critical components of a benchmarking system, namely – data sources, performance indicators, targets and institutional arrangements. It will address both, performance monitoring for internal decision making and reporting to higher levels of government and external stakeholders.
There is a general acknowledgement of the prevalent capacity constraints at the ULB level. In order to address the same, MoUD in partnership with other development agencies, proposes to extend technical and financial assistance for training, capacity building, design and implementation of requisite information systems at the city/ULB level.
