development and use of service delivery indicators for monitoring rural water servicesin ghana,...
DESCRIPTION
Prepared by Marieke Adank, Stef Smits, Valérie Bey, Jeske Verhoeven and Christelle Pezon for the Monitoring Sustainable WASH Service Delivery Symposium, 9 - 11 April 2013, Addis Ababa, Ethiopia.TRANSCRIPT
Development and use of service delivery indicators for monitoring rural water services
in Ghana, Uganda, Burkina Faso, Colombia, Honduras, Paraguay, El Salvador
Monitoring Sustainable WASH Service Delivery SymposiumAddis Ababa, 10 April 2013
By: Marieke Adank, Stef Smits, Valérie Bey, Jeske Verhoeven and Christelle Pezon
Monitoring Sustainable WASH service Delivery Symposium April 2013
What are service delivery indicators?
• Set of indicators for assessing and monitoring rural water service delivery: – the level of water service provided– the performance of service providers – the performance of service authorities
Monitoring Sustainable WASH service Delivery Symposium April 2013
Service level
Criterion, measured through the following indicators: • Reliability• Accessibility• Water quantity• Water quality• User satisfaction• Affordability
Monitoring Sustainable WASH service Delivery Symposium April 2013
Example of service level indicator scores
Reliable: 69%
Non-crowding: 72%
Distance: 83%
Quality: 94%
Quantity: 51%
Service levelBasic services: 34%
Sub-standard services: 38%
Not providing services: 29%
Functional: 67%
Number of point sources: 249
Akatsi district, Volta region, GhanaFunctionalityReliabilityDistanceCrowdingQualityQuantityService level
Monitoring Sustainable WASH service Delivery Symposium April 2013
Service provider indicators
Indicators related to the following criteria: • Organisation and governance • Administration and accountability of the
service provider• Financial management• Technical and operational management
Monitoring Sustainable WASH service Delivery Symposium April 2013
Service authority indicatorsIndicators related to the following criteria: • Capacity of service authority• Strategic planning• Coordination • Pre-construction support• Monitoring • Technical assistance to service provider
Authority functions
Support functions
Monitoring Sustainable WASH service Delivery Symposium April 2013
Scoring of indicators• Use of narrative scoring tables, to convert data on
parameters into quantitative indicator scores• Benchmark set at minimum normative level
Example: Indicator: A well qualified and trained gender balanced WSMT is in placeParameters: • Number of male and female
members• Separate cashier and caretaker
functions• Number of vendors• Training of WSMT
Score Narrative description
100There is a WSMT. Its composition is in line with the CWSA guidelines and its members have received refresher training on at least bi-annual basis
75There is a WSMT. Its composition is in line with the CWSA guidelines and its members have received refresher training on an irregular basis
50
Benchmark: There is a WSMT. Its composition is in line with the CWSA guidelines (Gender Balance; separated cashiering function and caretaking function; Vendors are engaged at each water point) and it has received initial training
25
There is a WSMT, which has been composed in line with the CWSA guidelines (Gender Balance , separated cashiering function and caretaking function, vendors engaged at each water point), but the WATSAN has not received initial training
0
The composition of the WSMT is not in line with the CWSA guidelines (Gender Balance and / or no separated cashiering function and caretaking function and / or vendors are not engaged at each water point)
Monitoring Sustainable WASH service Delivery Symposium April 2013
Aggregation of scoring
• Proportion of units (systems, service providers, service authorities) meeting the benchmark
• Sum of scores on indicators or criteria• Averages of scores on indicators or criteria
Monitoring Sustainable WASH service Delivery Symposium April 2013
Example of aggregated scores per area (district)
Average governance in-dicators
Average of operational indicators
Average of financial management indicators
- 10 20 30 40 50 60 70 80 90
100
AkatsiEast GonjaSunyani West
Ave
rage
sco
re
Com
positi
on o
f WAT
SAN
Reco
rd k
eepi
ng a
nd a
ccou
ntab
il-ity
No
politi
cal i
nter
fere
nce
Spar
e pa
rt su
pply
Area
mec
hani
c se
rvic
es
Corr
ectiv
e m
aint
enan
ce
Perio
dic
mai
nten
ance
Wat
er q
ualit
y te
sting
Reve
nue
and
expe
nditu
re
bala
nce
Fina
ncia
l man
agem
ent
Tariff
setti
ng
0%
20%
40%
60%
80%
100%
AkatsiEast GonjaSunyani West
% o
f WA
TSA
Ns
mee
ting
the
benc
hmar
k
Source: Adank et al, 2013
Monitoring Sustainable WASH service Delivery Symposium April 2013
Use and data requirements
• To enforce regulation and inform asset management and post construction activities at decentralised level
• To inform service regulation and macro level planning at national level
• To monitor progress against planned outcomes of interventions
• To inform policy dialogue and debate
‘Before’ and ‘after’ assessment in intervention area
Annual overview of differences in scores on indicator sets between areas
Regular overview of all service level and service provider indicator scores on (ideally) all units
Analysis of correlations between different indicators
Monitoring Sustainable WASH service Delivery Symposium April 2013
SDIs in national monitoring systems
• SDIs have been developed based on national norms and standards
• Development and testing has taken place in close collaboration with stakeholders, led by government
• Interest by national and local governments to scale up and institutionalize the use of SDIs
Monitoring Sustainable WASH service Delivery Symposium April 2013
Lessons learnt• Service delivery indicators are essential for assessing and
monitoring water service delivery• Service delivery indicators need to follow government’s norms and
standards. • Developing and using indicators may spark further development of
these norms and standards. • More indicators means more data collection efforts and possibly
resources needed. – However, resources related to monitoring mostly related to travel and
transport
• Need to find a balance between the amount and accuracy of data required at different levels, and the efforts it takes to collect this data
Monitoring Sustainable WASH service Delivery Symposium April 2013
Thank you!
For further information, please visit:• www.irc.nl • www.washcost.info• www.waterservicesthatlast.org