Jawaharlal Nehru Architecture and Fine Arts

University
Assignment-1
Subject: Planning workshop-ii(infrastructure studies)
Topic: service level benchmarks

Submitted to:
Mr. rithvik
submitted by:
Deepika.t
18011Ba029
sem-vi
b.tech planning
 Service Level Benchmarking
Service Level Benchmarking has been developed
and released by the MoUD, which seeks to
 Identify a minimum set of standard
performance parameters for the water and
sanitation sector that are commonly understood
and used by all stakeholders across the country.
 Define a common minimum framework for
monitoring and reporting on these indicators
and
 Set out guidelines on how to operationalize
this framework in a phased manner.
Performance Parameters For Basic Urban Services
Service level performance parameters have been
identified for four basic urban services:
 Water Supply
 Sewage
 Solid Waste Management (SWM); and
 Storm Water Drainage
These parameters have been defined primarily from a
utility manager’s/planner’s perspective. These
performance measurements will need to be carried out
by the service delivery agencies themselves, reported to
higher levels of management and also disseminated
widely. Performance parameters should be applied
across all cities and regularly used by all stakeholders.
WATER SUPPLY
Water Supply services:
Water is a basic need, and emphasis has been laid on
performance related to access to quality service and
effectiveness of the systems to manage water supply
networks. Since financial sustainability is critical for
continued effectiveness in service delivery,
performance is measured on this aspect too. Indicators
selected are:
 Coverage of water supply connections
 Per capita supply of water
 Extent of metering of water connections
 Extent of non-revenue water (NRW)
 Continuity of water supply
 Quality of water supplied
 Efficiency in redressal of customer complaints
 Cost recovery in water supply services
 Efficiency in collection of water supply related
charges
Coverage of water supply connections
Coverage of water supply connections is measured as the
total number of households in the service area that are
connected to the water supply network with direct service
connections, as a percentage of the total number of
households in that service area.
Coverage of water Per capita supply of water
supply connections Per capita supply of water is measured as the total water supplied to consumers by
Coverage of water population served per day. The indicator is expressed as litres per capita per day. This
supply connections is indicator is calculated at the consumption end.
measured as the total
number of households in Extent of metering of water connections
the service area that are The extent of metering of water connections is measured as the total number of functional
connected to the water metered water connections expressed as a percentage of the total number of water supply
supply network with connections. Public stand post connections that are metered are included. The indicator is
direct service expressed as a percentage.
connections, as a
Continuity of water supply
percentage of the total
The average number of hours
number of households in of pressurized water supply
that service area. Service per day. The measurement
area implies a specific excludes hours of supply
jurisdiction in which where the pressure is less
service is required to be than the minimum pressure
standards for piped water
provided. The indicator
supply.
is expressed as a
percentage. The Extent of non-revenue water (NRW)
emphasis here is on the This indicator highlights the extent of water produced, which does not earn the utility any
number of households revenue. This is computed as the difference between the total water produced (ex-
and not properties. In treatment plant) and the total water sold, expressed as a percentage of the total water
addition, the indicator produced. The total supply should also include water that may have been purchased
includes only direct tap directly from other sources and put into the distribution system. NRW comprises
connections; water (a) consumption that is authorized but not billed, such as public stand posts;
supplied through tankers (b) apparent losses such as illegal water connections, water theft and metering
or public stand posts, inaccuracies; and
bore wells and open (c) real losses that are leakages in the transmission and distribution networks. The
wells has been excluded. indicator is expressed as a percentage.
 Cost recovery in water
Quality of water supplied supply services
Quality of water supplied is measured as the percentage of water samples that meet or This indicator is
exceed the specified potable water standards, as defined by the Central Public Health measured as the total
and Environmental Engineering Organisation (CPHEEO). The samples include those operating revenues
drawn at both points – the outlet of the treatment plant and at the consumer end. expressed as a
percentage of the total
operating expenses
incurred in the
corresponding time
period. Only income and
expenditure of the
revenue account have
been considered, and
income and expenditure
from the capital account
have been excluded. The
calculation excludes the
collection of interest
Efficiency in collection of water payments, principal
Efficiency in redressal of customer
supply-related charges repayments and other
complaints
Efficiency in collection is defined as capital expenses. The
This indicator is measured as the total
current year revenues collected, calculation for annual
number of water supply-related complaints
expressed as a percentage of the total operating revenues
redressed within 24 hours of receipt of the
operating revenues, for the excludes capital income
complaint, as a percentage of the total
corresponding time period. The such as grants, loans and
number of water supply-related complaints
calculation excludes the collection of so on. Depreciation
received in the given time period (in a
arrears and is based only on current costs do not feature in
month).
revenues. this calculation.
Sewage Management Coverage of toilets
This indicator denotes the extent to which citizens have access to a toilet (whether
For sewage management, individual or community) in a service area. The toilets include those in the
performance related to reach category of residential, commercial, industrial and institutional properties. The
and access of the service, emphasis here is on the total number of toilets and not households. The service area
effectiveness of the network, implies a specific jurisdiction in which the service is required to be provided. The
and environmental indicator is expressed as a percentage.
sustainability have been
emphasised, apart from
financial sustainability of
operations. Indicators selected
are:
 Coverage of toilets
 Coverage of sewage
network services
 Collection efficiency of
sewage network Coverage of sewage network services
 Adequacy of sewage This indicator denotes the extent to which the underground sewage (or sewerage
treatment capacity collection) network has reached out to individual properties across the service area.
 Quality of sewage Properties include those in the categories of residential, commercial, industrial and
treatment institutional. Properties that connect their sewerage outlet to storm water drains or
 Extent of reuse and open drains are not considered. The service area implies a specific jurisdiction in
recycling of sewage which the service is required to be provided.
 Efficiency in redressal of
Adequacy of sewage treatment capacity
customer complaints
 Extent of cost recovery in Adequacy is expressed as secondary treatment (that is, removing oxygen demand
as well as solids, normally biological) capacity available as a percentage of
sewage management
 Efficiency in collection of normative wastewater generation, for the same time period. The indicator is
expressed as a percentage.
sewage charges
Collection efficiency of Efficiency in redressal of customer complaints
sewage network This indicator is measured as the total number of sewage-related complaints
This indicator is measured redressed within 24 hours of receipt of complaints, as a percentage of the total
as the quantum of number of sewage-related complaints received in the given time period, that being a
wastewater collected as a month.
percentage of the
normative sewage
generation in the ULB.
Wastewater generation is
linked to the quantum of
water supplied through
piped systems, and other
sources such as bore
wells, when they are very
extensively used. The Quality of sewage treatment
quantum of wastewater is Quality of treatment is measured as a percentage of wastewater samples that pass the
measured at the inlet of specified secondary treatment standards, that is, treated water samples from the outlet
wastewater treatment of sewerage treatment plants (STPs) are equal to or better than the standards laid
plants. Data are collected down by GoI agencies for secondary treatment of sewage. While the samples are
daily for an entire month, collected at the STP outlet and results computed per STP, this indicator is reported at
for measuring the city/ULB level.
quantities per month.
While daily variations Extent of reuse and recycling of sewage
may be normalized, This indicator is measured as the percentage of wastewater received at the treatment
monthly variations may plant that is recycled or reused after appropriate treatment for various purposes. This
exist on account of considers water that is directly conveyed for recycling or reuse, such as for use in
seasonal variations. Data gardens and parks or for irrigation, and so on. Water that is discharged into water
are aggregated from bodies, which is subsequently used for a variety of purposes, is not included in this
multiple points across the quantum. While measurements are done at STP inlets and outlets, the indicator is
ULB. reported at the city/ULB level as a whole.
Extent of cost recovery in sewage
management
The extent of cost recovery is expressed as
wastewater revenues as a percentage of
wastewater expenses, for the corresponding
time period. The indicator is expressed as a
percentage. The operating expense excludes
interest payments and principal repayments.
The annual operating revenues include all waste
water related revenues billed for the year
including taxes, cess or surcharges, user
charges, connection charges, sale of sludge, sale
of recycled water and so forth.
Efficiency in collection of sewage-related
charges
Efficiency in collection is defined as current
year revenues collected, expressed as a
percentage of the total operating revenues,
for the corresponding time period.
Storm Water Drainage
The extent and effectiveness of the network are
emphasised to assess storm water drainage system
performance. As this service does not yield any
direct revenues, financial sustainability is not
considered. Indicators selected are:
 Coverage of storm water drainage network
 Incidence of water logging/flooding
Coverage of storm water drainage network
Coverage is defined in terms of the percentage of
road length covered by the storm water drainage
network. Here only the drains that are made of
pucca (that is, permanent) construction and are
covered are considered. The indicator is expressed
as a percentage.
Incidence of water logging/flooding
This indicator is expressed as the number of times
water logging is reported in a year, at flood-prone
points within the city. The indicator is expressed as
numbers per year
 Household level coverage of solid waste management services
Solid Waste Management
This indicator is expressed as the percentage of households and establishments that
are covered by a daily doorstep collection system. The total number of households
Performance related to includes doorstep collection by the ULB itself or ULB-approved service providers,
access, effectiveness of including door-to-door collection systems operated by resident welfare associations
operations and and so on.
environmental
sustainability has been Efficiency in collection of SWM-related user-related charges
considered, apart from Efficiency in collection is defined as current year revenues collected, expressed as a
financial sustainability of percentage of the total operating revenues, for the corresponding time period.
operations. Indicators
selected are:
 Household level
coverage of solid waste
management services
 Efficiency of collection
of municipal solid
waste
 Extent of segregation of
Efficiency of collection of municipal solid waste
municipal solid waste
This indicator is expressed as the total waste collected by the ULB and authorised
 Extent of municipal
service providers versus the total waste generated within the ULB, excluding
solid waste recovered
recycling or processing at the generation point. (Typically, some amount of waste
 Extent of scientific
generated is either recycled or reused by the citizens themselves. This quantity is
disposal of municipal
excluded from the total quantity generated, as reliable estimates will not be available
solid waste
for these.) The indicator is expressed as a percentage.
 Efficiency in redressal
of customer complaints Efficiency in redressal of customer complaints
 Extent of cost recovery This indicator is expressed as the total number of SWM-related complaints redressed
in SWM services within 24 hours of receipt of the complaint, as a percentage of the total number of
 Efficiency in collection SWM-related complaints received in the given time period. The indicator is expressed
of SWM charges as a percentage.
Extent of segregation of municipal
solid waste Extent of municipal solid waste recovered
This indicator is expressed as the This indicator is expressed as the quantum of waste collected, which is either
percentage of segregated waste from recycled or processed. This is expressed in terms of percentage of waste
households and establishments. collected. Waste collected at intermediate points by informal mechanisms (rag
Segregation is at the level of pickers and so forth) and fed back into the recycling chain are included in this
separation of wet and dry waste at quantity. The indicator is expressed as a percentage.
the source, that is, at the household
or establishment level. Ideally, the
separation is in the following
categories: biodegradable waste,
waste that is non-biodegradable, and
hazardous domestic waste such as
batteries, and so on. In line with this
description, the ULB can further
refine the criteria for classifying
waste as being ‘segregated’. It is
Extent of scientific disposal of municipal solid waste
important that waste segregated at
This indicator is expressed as the amount of waste that is disposed in landfills
the source is not again mixed, but
that have been designed, built, operated and maintained as per standards laid
transported through the entire
down by central agencies. This extent of compliance is expressed as a
chain in a segregated manner. It is
percentage of the total quantum of waste disposed at landfill sites, including
therefore important that this
open dump sites. The indicator is expressed as a percentage.
indicator is based on measurement
of waste arriving in a segregated
Extent of cost recovery in SWM services
manner at the treatment/disposal
This indicator denotes the extent to which the ULB is able to recover all
site, rather than being measured at
operating expenses of SWM services from operating revenues of sources
the collection point. The quantum of
related exclusively to SWM. This indicator is defined as the total annual
waste that is segregated includes
operating revenues from SWM as a percentage of the total annual operating
waste taken away by recyclers from
expenses on SWM.
intermediate points.
 Electricity
For achieving the milestone
of 24*7 power for all,
certain factors are found to
be key determinants of
uptake by electricity
consumers, as well as their
motivation to pay; thus,
they represent important
drivers in the viability of
public distribution utilities.
The Ministry of Power has
also prioritized the
monitoring of performance
on some of these
parameters, which are being
regularly reported utility
wise on the National Power
Portal. These drivers are:
 Connection capacity
 Power availability
 Power reliability
 Power quality
 Affordability
 Safety measures
 Customer service
The sanctioned load of the grid electricity connection. The
Connection majority (92%) of household customers with a grid based
capacity electricity connection have a low sanctioned load of 0–1 kW
(76% of customers) or 1–2 kW (16% of customers).
Power Measured by the average number of electricity supply hours
availability each day in the past week.
Measured through
Power (a) the number of power cuts, and
reliability (b) prior notification of upcoming power cuts.
Power
Reported as the number of voltage fluctuations.
Quality
This Factor was assessed for the household category only,
where it was measured as the paying capacity of the
Affordability
household customer for electricity as a share of the total
monthly expenditure.
Safety Safety measures were also analyzed. The study asked
Measures customers in all categories to report on any electricity-
related accidents in the past year.
The final driver considered in the study, and encompassed
Customer
customers’ expectations of electricity services such as
Service
metering, billing frequency, mode of payment, and
complaint management.
 Tier 0 Tier 1 Tier 2 Tier 3 Tier 4 Tier 5

Capacity W Min 3 W Min 50 W Min 200 W Min 800 W Min 2 kW

Daily Wh Min 12 Wh Min 200 Wh Min 10kWh Min 34kWh Min 8.2 kWh

Availability Hours/day Min 4hrs Min 4hrs Min 8hrs Min 16hrs Min 23hrs
/Duration
Hours/evening Min 1hr Min 2hrs Min 3hrs Min 4hrs Min 4hrs

Reliability Max 14 Max 3

disruptions per disruptions
week. per week of
total duration
< 2hrs

Quality Voltage problems do not affect

the use of desired appliances.

Affordability Cost of a standard consumption package of 365

kWh/yr. is less than 5% of household income.

Legality Bill is paid to utility ,pre-paid

card seller or authorised
representative.

Safety Absence of past accidents and

perception of high risk in future.

Customer service Task lighting General Tier 2 and any Tier 3 and any Tier 2 and any
and phone lighting, phone medium power high power very high-
charging, charging, appliances. appliances power
television, and appliances.
fan.
Indicator Definition Household Agricultural Commercial Institutional
Availability rate Calculated as the ratio of households for which 97.00% 75.20% 98.00% 96.60%
electricity is available to the total number of
households in the relevant population

Hook-up rate Calculated as the ratio of households using a grid 99.00% 69.70% 93.10% 81.00%
electricity connection to the number of households in
communities where connection is available.

Access rate Calculated as the ratio of households using a grid 96.03% 52.41% 91.24% 78.25%
electricity connection to the total number of
households

Un served population Calculated as 100% minus the access rate 3.97% 47.59% 8.76% 21.75%

Pure demand-side gap Calculated as availability rate minus the access rate 0.97% 22.79% 6.76% 18.35%

Supply-side gap Calculated as the unserved population minus the pure 3.00% 24.80% 2.00% 3.40%
demand-side gap.

Pure supply-side gap Calculated as the supply-side gap multiplied by the 2.97% 17.29% 1.86% 2.75%
hook-up rate

Mixed demand- and Calculated as the supply-side gap multiplied by 100 0.03% 7.51% 0.14% 0.65%
supply-side gap minus the hook-up rate.

Proportion of deficit Calculated as the pure demand-side gap divided by the 24.43% 47.88% 77.17% 84.37%
attributable to unserved population.
demand-side factors

Proportion of deficit Calculated as the pure supply-side gap divided by the 74.81% 36.33% 21.25% 12.66%
attributable to supply unserved population.
side factors

Proportion of deficit Calculated as the mixed demand- and supply-side gap 0.76% 15.79% 1.57% 2.97%
attributable to mixed divided by the unserved population.
demand- and supply
side factors
MoUD Service level Benchmarks in Urban Transport
MoUD focus areas:

Pedestrian infrastructure Non motorized Transport

Public Transport facilities
facilities Facilities

Level of usage of intelligent Travel speed along major Availability of Parking

Transport facilities corridors Spaces.

Road Pollution Integrated land Use Financial Sustainability of

safety levels Transport System Public Transport by bus

Public Transport
facilities
 2.Pedestrian
Infrastructure
facilities

3. Non Motorized
Transport (NMT)
facilities
4. Level of Usage
of Intelligent
Transport System
(ITS) facilities

5. Travel speed
(Motorized and Mass
transit) along major
corridors
6. Availability of
Parking Spaces

7. Road Safety
8. Pollution levels

10. Financial
Sustainability of
Public Transport by
bus
9. Integrated Land
Use Transport
System
THANK
YOU