Research on profiling of CBMs service delivery model in Uganda

WATER SERVICES THAT LAST …1

Profiling SDMs in Uganda

Methodology and first results

Triple-S Research Seminar

24-26 September 2012

RESEARCH ON PROFILING OF CBMS SERVICE DELIVERY MODEL


OBJECTIVES OF CONDUCTING RESEARCH ON SERVICE DELIVERY MODELS (SDMS)

1.To assess the performance of the SDMs in terms of service delivery and compliance of stakeholders2.To examine success factors and failures of both the standard SDMs and adapted innovations there in.3.To identify opportunities for improving existing SDMs for further piloting and testing4.To establish a baseline of service delivery performance, based on an agreed set of service delivery indicators


FLOW OF THE RESEARCH ON SERVICE DELIVERY MODELS

Golden Indicators1. Describing Models for Rural water Service Delivery

2. Developing Set of service delivery Indicators

4. Identifying gaps, areas or improvements and proposals for improvement

3. Assess SDMs, through data collection and analysis

5. Baseline status on service delivery indicators


METHODOLOGY FOR DATA COLLECTION AND ANALYSIS

• Sample size– 8 districts in TSU 2 and TSU 6– TSU2 (Aleptong, Kitgum, Lira, Nwoya)– 16 Sub-counties (2 per district)– 32 WUCs (8 per district)– 1434 Households (about 200 per district)

• Selection- Purposive sampling for districts & sub counties- Random sampling for WUCs & Households


METHODOLOGY FOR DATA COLLECTION AND ANALYSIS

Data collection methods / tools• In-depth Interviews DWOs, Extension staff, & HPMs • Focus Group Discussions Self Assessment using QIS methodology (WUCs, S/C

extension staff, TSUs, & Water User groups)• Household Interviews

Data entry & analysis• Microsoft Excel, based on pre-defined research

questions


SERVICE DELIVERED


SERVICES DELIVERED: POINTS OF ANALYSIS

Points of analysis on service delivered•How does the service received by users compare with the norms

– Compliance of the service delivered with the set standards?

– Which service norms are least/best complied with?•Are there any differences in service delivered between the 2 regions, or between districts?


SERVICES DELIVERED: DEFINING NORMS

Above benchmark

Water quality Users expressing satisfaction with quality

Water quantity 20 lppd and above

Distance Water source within 1 km (based on perception)

Reliability Last break down lasted 2 weeks or less (95% of a year)


PERFORMANCE ON ATTRIBUTES OF SERVICES DELIVERED


USERS’ SATISFACTION AND OWNERSHIP


USER SATISFACTION: POINTS OF ANALYSIS

Selected points of analysis on users’ satisfaction:

•What is the level of satisfaction of users with the service delivered? Overall, and disaggregated according to quality, quantity, reliability, distance, affordability

•What is the level of satisfaction of users with the service provider?

•What is the level of ownership / participation of users in the management of the water facility?


USER SATISFACTION & PERCEPTION OF SERVICE PROVIDED


USER SATISFACTION WITH QUANTITY


PAYMENT OF USER FEES


AFFORDABILITY OF USER FEES


EXPENDITURE ON MOBILES VS WATER FEES


USER SATISFACTION WITH WUC


SERVICE MANAGEMENT


SERVICE MANAGEMENT: POINTS OF ANALYSIS

Selected points of analysis on Service provider

•For each indicator, what percentage of providers meet the benchmark? What is the degree of compliance with the benchmark?

•For each indicator, make graphs visualising the distribution of service providers along the performance scale

•Among the 3 indicators of performance, which ones are most and least compliant?


OVERALL PERFORMANCE OF WUC


WUC INVOLVEMENT IN O&M OF WATER SERVICES


SERVICE AUTHORITY


SERVICE AUTHORITY: POINTS OF ANALYSIS

Selected points of analysis on Service authority

•For each indicator, what percentage of the service authority meet the benchmark? What is the degree of compliance with the benchmark?

•For each indicator, make graphs visualising the distribution of service authority along the performance scales

•Among the 9 indicators of performance, which ones are most and least compliant?

•Does the support provided by the TSU have an effect on the performance of the districts?


PERFORMANCE OF SUB COUNTY


PERFORMANCE OF DISTRICTS


PERFORMANCE OF TSU


CROSS-ANALYSIS BETWEEN LEVELS


POINTS OF ANALYSIS

• Is there a relation between the overall performance of the district and performance of the district in supporting the WUCs and the quality of the service delivered? (reliability)

• How does performance of district and sub-county in post-construction support (indicator 4.6) relate to

- the functionality level in the sub-county (to come from M4W, not yet answered)- the performance of the WUC

• Correlation between users’ satisfaction about the WUC and payment of water fee

• Does a better performing WUC lead to increased users’ satisfaction? Which indicators at service provider level have a stronger influence (positive or negative) on users’ satisfaction? (not yet answered)

• Is there a relation between the performance of the WUC and the quality of the service delivered? (not yet answered)


CORRELATION BETWEEN OVERALL PERFORMANCE DISTRICT AND

RELIABILITY


WUC VS DISTRICT PERFORMANCE

How does performance of district and sub-county in post-construction support (indicator 4.6) relate to•the functionality level in the sub-county (to come from M4W)•the performance of the WUC


CORRELATION BETWEEN USERS’ SATISFACTION ABOUT WUC FINANCIAL MANAGEMENT AND PAYMENT

WATER


CORRELATIONS ACROSS LEVELS

• Weak correlation between performance of S/C and performance of WUC; weak correlation between performance S/C and reliability water service

• Weak correlation between users’ satisfaction about the service and payment of water fee

• Weak correlation between performance of the service and payment of water fee

• Users’ satisfaction about the financial management by the WUC has a positive correlation with payment of water fee


INNOVATIONS IN CBM


INNOVATIONS: POINTS OF ANALYSIS

Points of analysis on innovations to CMBS•What effect does the YY strategy have on

– the performance of the WUC?– users’ satisfaction?– reliability of the water point?

•What effect does a HPMA have on– the reliability of water points?– the performance of the WUC?


LEVEL OF PERFORMANCE WUCS


LEVEL OF USERS’ SATISFACTION REGARDING THE SERVICE DELIVERED


RELIABILITY OF WATER SOURCES


NEXT STEPS

• Complete the report writing• Extract products (policy briefs & fact sheets)• Further analysis of data to build case of Rural

Sub County Water Board Model


Thank you

Research on profiling of CBMs service delivery model in Uganda

Documents

Transcript of Research on profiling of CBMs service delivery model in Uganda