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TitleHandbook of service level benchmarking
Publication TypeMiscellaneous
AuthorsIN, IMinistry o
Pagination92 p.; ill.; 1 tab.; 1 fig.; photographs; 1 Illustrative Performance Report Card
Date Published2010-04-01 ?
PublisherIndia, Ministry of Urban Development
Place PublishedNew Delhi, India
Keywordsbenchmarking, india, urban areas, urban communities, urbanization
Abstract

The Ministry of Urban Development initiated an exercise to develop standardised service level benchmarks with respect to basic municipal services in the year 2006. Subsequently, a core group comprising the Institute of Chartered Accountants of India (ICAI), the Public Record of Operations and Finance (PROOF), the Water and Sanitation Program–South Asia (WSP–SA) and Municipal Commissioners of Pune, Bangalore, Jaipur, Hyderabad and Kolkata was constituted by the Ministry of Urban Development, which developed a draft Handbook of Service Level Benchmarking that was circulated among all the States and other key stakeholders. Based on the comments received, the draft was revised and a National Level Workshop was held in July 2008 for the adoption of benchmarks with respect to basic municipal services
related to water supply, sewerage, solid waste management and storm water drainage. This Handbook is a result of work done over a period of about two years and is designed to enable the systematic and sustained monitoring of services using standardised indicators against agreed targets and benchmarks. It will help effect performance improvements in the identified service sectors by (i) helping local decision-makers identify gaps, plan and prioritise improvement measures; (ii) enabling the identification and transfer of best practice; (iii) enhancing accountability to customers for service delivery
levels; (iv) providing a framework that can underlie contracts/agreements with service providers; and (v) making it possible to link decision-making on financial allocations to service outcomes.

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