CONTENTS
Certificate 2
Declaration 2
Acknowledgment 2
List of Figures 2
List of Tables 2
List of Abbreviation 2
Abstract 2
1. Introduction 10
1.1 Background and Need for study 11
1.2 Problem Statement 11
1.3 Research Question 11
1.4 Objective 11
1.5 Scope 11
2. Literature Review 12
2.1.1 Sanitation Mapping of Vishakapatnam 12
2.1.2 Technical Audit of Public Conveyance Facilities in Ahmedabad 13
2.1.3 Sanitation index indicators for MGSM 13
2.1.4 Finding toilets in India, Google to the rescue 14
2.2.1 Smart Toilet System 14
2.2.2 Change in public sanitation because of E Toilet 15
2.2.3 Svadha 16
2.2.4 Sanitation Amenities Management System 16
2.3.1 Eliminate OD 17
2.3.2 Accelerating elimination OD in Urban India 18
2.4.1 Swacch Sarvikshan Toolkit 19 9
2.4.2 Swacchta Mobile Application 19
2.5.1 My GOV citizen engagement platform 19
2.5.2 GAIA Swacch Sauchalaya Feedback 20
2.6 Summary of Literature Review 21
3. Research Methodology 22
3.1 System Study of Public Toilets in Navi Mumbai 23
4. Factors for maintaining successful cleanliness in public toilets 24
4.1 Defined roles and responsibilities 24
4.2 Contracts and Agreements 24
4.3 Quality of Public Toilets Service Delivery 24
4.4. Citizen Engagement Mechanism 25
4.5 Smart Toilet System (E-Toilet) 25
4.6 Defined roles and responsibilities 26
4.7 Analysis of RACI Matrix 29
4.8 Contracts and Agreements 30
4.8.1 NMMC and Sulabh International Social Service Organisation 31
4.8.2 NMMC and Sanitation Consultancy Service 33
4.9 Analysis of Public Toilets Contracts 33
4.9.1 Maintenance Requirement and operating procedures 33
4.9.2 Training of care taker and cleaner 33
4.9.3 Monitoring mechanism 33
4.9.4 Motivational incentive 33
4.10 Quality of Public Toilet Service Delivery 34
4.11 SERVQUAL Survey 35
4.11.1 Reliability 35
4.11.2 Assurance 36 10
4.11.3 Tangible 37
4.114. Empathy 38
4.11.5 Responsiveness 39
4.11.6 Highlights of RATER Questionnaire 40
4.11.7 RATER Questionnaire Analysis 41
4.12 Citizen Feedback Mechanism 42
4.13 Public Toilet Index 43
4.14 Introduction to E Toilets 44
4.14.1 Functionalities of E Toilets 45
4.14.2 Features of E Toilets 46
4.14.3 Citizen Perception Survey of E Toilets 48
4.14.4 Highlights of E Toilets survey analysis 50
5. Recommendations 52
5.1 Monitoring and enforcement mechanism 52
5.1.1 Defining performance standards 54
5.1.2 Implementation of the monitoring framework 55
5.1.3 Additional Inputs in the Maintenance Contracts and Agreements 56
5.1.4 Ideal Contracts for repair, maintenance and running of toilets on paid basis 58
5.2 Define Standard Operating Procedures for cleaning 63
6. Conclusion 67
Bibliography 68
Annexure 71