Part-3

Citizen Responses
 SOURCES
Primary Instrument Confidence Level Remarks

Outbound Calls + Call Center High

QCI – Physical + Individual Calling High

Assessor Forms High

Inbound calls Medium

Contest Forms Medium

Google Forms Low

Primary Instruments Cities getting responses greater Cities getting responses greater
than 1000 than 5000

1.Inbound Calls 30 11

2.Google Forms 81 25

3.Contest Forms 32 8

4.Outbound Calls + Call Center 17 0

5.Assessors Forms 0 0

6.QCI-Physical + Individual Calling 13 0

 Citizen Feedback Questionnaire
Feedback forms carries 6 questions which are:
Q1.Are you aware that your city is participating in Swachh Survekshan 2017?
Q2. Do you find your area cleaner than last year?
Q3. Do you think the availability of dust/litter bins has improved in market areas
this year?
Q4. Are you satisfied with door to door waste collection from your household this
year?
Q5. Do you think the number of urinals/toilets has increased in comparison to
last year?
Q6. Has the maintenance of public/community toilets improved?
 Inbound calling
• Interactive voice response system (IVRS) is a technology that allows a computer to interact with humans
through the use of voice and DTMF tones input via keypad. Feedback from citizens obtained using IVR survey
in which the voice brand ambassador Shri Amitabh Bhachchan and Mr Kamal Hassan has been recorded to
inspire and motivate citizen to come forward and give feedback.

OutBound calling + Call Center

• With help of Netcore and V1, we made large number of interactive voice response calls to citizens in all the
cities whose responses were low. Citizen who attempts all the six questions is considered as a Complete
Survey.

• With the help of company SAG, we are making large number of calling to Citizen of different cities and taking
their responses.
 Assessor Forms

• The assessor of third party inspection body which are IR class, QACA and Bureau Veritas, while doing ground
level survey interact with people of assigned city and take their feedback.
• The feedback responses could be taken by google forms ,through hard copies.

Google Forms

• The QCI team has created one website i.e. http://swachh-survekshan.in/ which carries a citizen feedback
link.
• Through social media(Facebook and twitter) we are targeting citizens to get their responses.
QCI-Physical + Individual Calling

• QCI team themselves did ground level Survey and took Feedback responses Individually from Citizen to
Citizen.

• We asked ULB of every city to give at least 1000 Citizens contact number in their city profile so that we can
call and take their Feedback responses.

Contest Forms
The QCI team has created one website i.e. http://swachh-survekshan.in/contest which carries contest link.
To create awareness among the citizens of different age groups we have launched one contest During the
contest, citizens may nominate themselves to facilitate citizen feedback across their city. In Swachh Survekshan
2017, citizen feedback is a critical indicator of measuring the city’s sanitation progress and is allocated 30% of
the total marks.
Methodologies
• We are giving certain preferences to our Instruments i.e. IVRS, IBD, Google forms, Outbound
calling, call centre, Physical Forms, QCI calling.
• According to the pre-defined weightage of each instruments, the scoring will be done.
• We will record all the Unique responses of each City , based on their answers we’ll give the
marking.
• Every option of each question has different marking. For example, for “Yes” 25 marks and for
“No” Zero marks will be given.
• We have created in which vertically we have allotted the number of successful forms and
horizontally the number of questions carrying formula, which will automatically give the marking
based on the answers, for example, if “Yes” then 25 marks, “NO” then Zero marks will be given.
• In end we’ll take the overall addition of marking of each option of each question and divide it by
the number of successful forms. For example, if 50 people answer is “Yes” out 100 then the
overall marking of that City for particular question will be 50 multiply by marks of particular
option i.e. 25 divided by overall response for that question.
Methodologies - Contd.
• Methodology (Google Form)
• Then we’ll remove the duplicity by checking the Contact Number and the repetition of Email Id. We only take
10-digit Mobile number and 8-digit landline number.
• *Note – If any form comes incomplete or any option has not been marked then we will don’t consider that
form as successful and won’t count in the total responses.

• Partial forms
Thank You!