citizen voice in water and sanitation reform rosemary rop, water and sanitation consultant july 24...
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Citizen voice in Water and Sanitation
Reform
Rosemary Rop, Water and Sanitation Consultant
July 24th 2007
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Policy makers
Service providers Citizens /
consumers
Citizen Voice Governance and Accountability Framework
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Goals of the Citizen Report Card
Improve relationships between stakeholders Improve stakeholders understanding of urban
reforms and issues affecting them Use the CRC to strengthen citizen voice and put
in place mechanisms for dialogue on urban water, sanitation and solid waste reforms
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Principles of Process in Kenyan pilot
(i) Consortium based, facilitated by civil society organizations, but involved service providers, the board, the regulator, the line ministries responsible for water, sanitation and solid waste
(ii) Done in parallel in the three cities with an oversight consortium at National level
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Principles of Process (iii) – Qualitative
44 Focus Group Discussions held in the three cities in February 2006
Views from Middle, low income and high income residents
Views from leaders, women, men and youth
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Principles of Process (iv) – Quantitative
Research International Collected Field Data Entered Data Analyzed Data Produced survey report
Launch of CRC May 29th 07
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Survey – What did it investigate?
Access and usage Quality and reliability Costs Transparency Satisfaction Priority improvements Demographic information of household
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The Report CardNairobi’s non-poor are generally satisfied.Consumers like the taste, smell and colour of waterConsumers on the network are receiving bills every month.All consumers want increased reliability of the water supply.More than half retreat their waterThe poor are paying higher prices for lower levels of service & lack adequate access to sanitation servicesKisumu leads in consumer service but overall, Consumers want better customer service & information from providers and policy makers.Satisfaction with sanitation and solid waste services is lower than water services.
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Water Supply: Benchmarks for Water Coverage
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Nairobi Kisumu MombasaM
inu
tes
Pe
r D
ay
Normal Times
Scarcity Times
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0102030405060708090
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Heckling andquarrelling
Long queues Queue jumping
Per
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Nairobi
Kisumu
Mombasa
Time spent by the poor fetching water outside the home
Problems encountered when fetching water in scarcity times
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Water Supply: Benchmarks for Coverage
None of the three companies achieves a score of ‘good’ in terms of coverageHours per week of service are also below the benchmarks, especially in Mombasa
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Nairobi Kisumu Mombasa
Pe
rce
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old
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ce
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Total Access toMains Connectionsand Mains Kiosks
Access if MainsKiosks Removed
90% = good
80% = acceptable
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Water Supply: Reliability & Quality
The poor are most
vulnerable to scarcity
The non-poor invest heavily in storage tanks to cope with scarcity
Kisumu residents experience the most scarcity
Figure: Scarcity from main source in the last year
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Nairobi Kisumu Mombasa
Perc
ent o
f Res
pond
ents
Poor
Non Poor
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Impact of CRC
Policy makers and service providers have made public commitment to address issues facing consumers
Bi annual monitoring meetings to be held to assess progress
Water Service Regulatory Board institutionalizing the methodology through piloting partnership with consortium in 3 cities
Will embark on Nation wide CRC in line with Water Act 2002
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Policy formulation
Budget preparation
Budget Review
Public Expenditure Tracking
Citizen Voice
Project Implementation
Monitoring of services
Citizen feedback
Ultimately citizen engagement aiming for 360 degrees
