Contents: 1. Introduction 1 1 1.1 Context of the study 1 1 1.2 Aim of the Research: 12 1.3 Research Objective 12 1.4 Research Methodology 12 1.5 Chapter Outline 14 2 Service Level Benchmarking in India 1 6 2.1 Need for transformation from infrastructure creation to service outcome 1 6 2.1.1 Accountability and Transparency 1 6 2.1.2 Service Level Benchmarking as a tool: 17 2.2 Ongoing Efforts to reform UWSS sector: 17 2.3 Service Level Benchmarking as a tool: 17 2.4 Result of PAS project in Maharashtra: 21 2.5 Conclusion 24 3 Information system for uwss in gondia 25 3.1 Gondia-an Introduction 25 3.1.1 Location and Key characteristics 25 3.1.2 Administration 25 3.2 Overview of Institutional Structure for UWSS in Gondia City 26 3.2.1 Gondia Municipal Council 26 3.2.2 Maharashtra Jeevan Pradhikaran Water Works, Gondia 27 3.3 Water Supply and Sanitation service delivery in Gondia 28 3.3.1 Water Supply Service in Gondia 28 3.3.2 Sanitation Service in Gondia 29 3.3.3 Solid Waste Management System in Gondia 30 3.4 Information System for UWSS in Gondia 30 3.4.1 Current Information System in GMC 30 3.4.2 Existing Information flow of UWSS sector data and information for monitoring and decision making 31 3.4.3 Information need of stakeholders of UWSS sector in service delivery 33 3.4.4 Review of Existing Information Source used for urban water supply and sanitation service management in GMC and MJP 34 3.5 Data Availability and Reliability Assessment of Performance Benchmarking in GMC and MJP 36 3.5.1 Indicator wise Data Reliability and Availability Assessment for performance benchmarking in GMC and MJP 37 3.5.2 Coverage of Service: 37 3.5.3 Per Capita Supply 38 3.5.4 Extent of Metering: 38 3.5.5 Non Revenue Water 39 3.5.6 Continuity of Water Supply: 39 3.5.7 Quality of Water Supply 40 3.5.8 Efficiency in Complaint Redressal 40 3.5.9 Cost Recovery 41 3.5.10 Collection Efficiency 42 3.6 Findings and Identification of Key Process the impacts the availability and reliability of data 43 4 Process Mapping of Key Business Process: 44 4.1 Property tax Collection Process 44 4.1.1 Findings from process analysis 45 4.2 Water Production and Distribution Process by MJP 46 4.3 New Connection Process in MJP 47 4.3.1 Key Findings 48 4.4 Consumer Grievanee redressaI 48 4.4.1 Key Findings 49 4.5 Water Billing Process 50 4.5.1 Key Findings 51 4.6 Solid Waste Collection Process by GMC 51 4.6.1 Key Findings 52 4.7 Summing Up 52 5 Findings and Suggestion 54 5.1 Findings 54 One way flow of Information 54 Information Need of User at local and state level 54 Indicator Based Information system for monitoring and decision making 54 5.2 Suggestion 55