Communication Strategy for Drink from Tap Mission (Odisha, PDF)

Drink from Tap Mission COMMUNICATION STRATEGY A Government of Odisha Initiative OVERVIEW A Govt of Odisha Initiative: This is a communication strategy for the Drink from Tap Mission, an initiative of the Government of Odisha to reach everyone with safe drinking water from a tap on-premise in urb...

Drink from Tap Mission COMMUNICATION STRATEGY A Government of Odisha Initiative OVERVIEW A Govt of Odisha Initiative: This is a communication strategy for the Drink from Tap Mission, an initiative of the Government of Odisha to reach everyone with safe drinking water from a tap on-premise in urban localities. Access to safe drinking water and sanitation is a and Urban Transformation (AMRUT) - launched in 2015. basic human right. Universal access to clean water While JNNURM focused on select 63 large cities, and sanitation is one of 17 Global Goals that make the Urban Infrastructure Development Scheme for up the 2030 Agenda for Sustainable Development. Small and Medium Towns (UIDDSMT), a component Sustainable Development Goal (SDG) target 6.1 calls for of JNNURM, was introduced to provide support to universal and equitable access to safe and affordable the remaining smaller cities and towns. AUWSP was drinking water. Drinking water services refers to the subsumed under this. accessibility, availability, quality, and affordability of water used by households for drinking, cooking, Presently, for urban, it is mainly AMRUT and Smart City personal hygiene, and other domestic uses. SDG 6.1 Mission for selected areas in select cities are the key categorizes the level of water supply service in the national initiative for improving drinking water services Drinking Water Ladder (Figure 1), with the aim that for all and to drive India towards the SDG 6.1 goals. everyone overtime, has access to safely managed drinking water services. The service level benchmarks for urban water and sanitation were developed in 2008 to monitor the progress of these schemes. This was introduced during JNNURM and have relevance with the AMRUT scheme also, as the emphasis is on tracking progress and performance through 28 performance indicators on water supply, wastewater management, stormwater drainage, and solid waste management. Similar to JNNURM, the AMRUT programme aims on providing basic services (e.g. water supply, sewerage, urban transport) to households and build amenities in cities to improve the quality of life for all, especially the poor and the disadvantaged. For water supply systems it includes augmentation of existing water supply, water treatment plants, and universal metering. It also includes rehabilitation of old water supply systems, treatment plants, water bodies specifically for drinking water supply, and recharging of groundwater. So far over 500 cities having a population greater than one lakh (100,000), have been covered under AMRUT. Figure 1. Drinking Water Ladder To provide safe drinking water to all, the Government of India (GoI) has been committed through policies, Odisha: Ensuring the supply of safe programmes, and guidelines under various relevant drinking water for all is the key priority of Ministries. For urban areas, Centrally Sponsored the Government of Odisha (GoO). In the Schemes have supported access to safe drinking water, these include, Accelerated Urban Water urban context, the state has 114 Urban Supply Scheme (AUWSP)1 - launched in 1994, Urban local bodies (5 - Municipal Corporation, development schemes like Jawaharlal Nehru National 47-Municipalities, and 62 - Notified Area Urban Renewal Mission (JNNURM)2 - launched in 2005, Council3) and more recently the Atal Mission for Rejuvenation 1. AUWSP - launched in 1994 by the GoI for providing water to towns with population less than 20,000 (as per the 1991 census). 2. JNNURM – Launched in 2005 by GoI, first national level performance linked funding support to cities for infrastructure and basic services to urban poor. 3. As per 74th amendment of constitution of India, Urban local bodies are categorized in three level: Municipal Corporation: State government formed departments that works for the development of a metropolitan city, which has a population of more than 1 million. | Municipality: An urban local body that administers a city of minimum population of 100,000 but less than 1,000,000. However, there are exceptions to that. | Notified Area Council (NAC): A settlement in transition from rural to urban, and therefore a form of an urban political unit comparable to a municipality. An urban centre with more than 11,000 and less than 25,000 inhabitants is classified as a Nagar Panchayat. 3  In addition to the Centrally Sponsored Schemes that support water supply in urban areas, the Government of Odisha has been giving priority to improve the drinking water supply to the urban and rural people in terms of potability, adequacy, convenience, affordability, and equity on a sustainable basis. As per the Odisha Drinking Water Supply Policy-2013, the Government of Odisha is committed to ensuring universal access to the potable pipe water supply at an affordable cost to residents of urban areas by 2026. The GoO has further revised the timeline and set it to 2019-20 to ensure pipe water supply to all households in urban areas. The Housing and Urban Development Department has taken several initiatives to increase the per capita use of drinking water to 70-135 liters in many urban areas. The government of Odisha has its dedicated program Buxi Jagabandhu Assured Water Supply to Habitations (BASUDHA) scheme, which was launched in 2017-18, to make several improvements in the drinking water supply situation in Odisha. The Basudha covers both urban and rural areas, the scheme aims to provide adequate safe water to people for drinking and domestic purposes on a sustainable basis. SITUATIONAL ANALYSIS - With a population of over a billion people, India is home to 17 per cent of the world’s population. As per the 2011 census, 31.16 per cent (377.10 million) of India’s population lives in urban areas - The JMP Report (2017) estimates that out of India’s total urban population, 95.1% has access to safe drinking water and 68.7% to piped water supply. - 18 per cent of the above urban population (i.e. about 65.49 million people) lives in slums of India - As per Census 2011, piped sewer systems are only available to 32.7 per cent urban households in India PERFORMANCE AGAINST SDG INDEX According to the SDG index, Odisha4 has significantly shown improvements in SDG 6, and among the front runners with improvement in score from 46 (2018) to reach at 85 in 20195. The Odisha SDG Index data is shown in Figure 2: Figure 2. SDG Index 2019-20 NITI Aayog 2018 2019 Households having improved source of drinking water (%) - 91.2 Rural households with individual household toilets (%) 53.58 100 ↑ Urban housholds with individual household toilers (%) - 45.42 Districts verified to be ODF (%) 3.33 100 ↑ Schools with separate toiler facility for girls (%) - 98.24 Industries complying waster water treatment as CPCB (%) - 91.71 Blocks over-exploited (%) 0 91.2 4. SDG India Index and Dashboard 2019-20, National Institution for Transforming India (NITI Aayog) 5. GOI had identified Seven indicators with target to 100% to measure performance for the Goal 6. In SDG index. 4 WATER SUPPLY SITUATION IN URBAN ODISHA The state’s water monitoring systems estimate that 68.74% of households have access to piped supply in urban areas6. 19% of ULBs covered with 100% piped water supply ranged graph below show the status of water supply across the 104 ULBs (as of August 2020). Chart 1. ULBs in Percentage by coverage range Table 1. Water supply Situation: Urban Odisha June 2020 Urban Local Body (Total) 114 Total Demand (In MLD) 1,750.34 Quantity Supplied by PWS (In MLD) 1,816.46 Population Served by PWS 90,71,324 Average supplied (in LPCD) 200.24 Average Hour of Supply (in hours) 0.45 Coverage by PWS (In %) 68.74 STATUS OF WATER SUPPLY IN BHUBANESHWAR AND PURI The pilot of DRINK FROM TAP is being done in Bhubaneshwar and Puri. The water supply related Service Level Benchmarks7 for these two cities are shared below. Chart 2. Service level Benchmark for water supply in BMC 135 250! 140! 200! 120! 100 100 90 100! 219 100 150! 210 80! 100! 75 60! 71.6 24 99.6 99.7 98.7 100 40! 50! 20! 1.8 2.5 2.1 2.5 0! 0! Coverage of water Per capita supply of Extent of metering Continuity of water Quality of water Efficiency of supply connection! water LPCD! of water connection! supply hours! supplied! collection of water supply related charges! 2018-19! 2019-20! MoHUA Benchmark! As per service level data for the two cities, the water Bhubaneshwar at 57% and closer to the norms in Puri supply connections coverage remains at 71.61% in 2018 at 24%, where the expected norm for NRW is 20%. The for Bhubaneshwar and 76% for Puri against the MoHUA average 2.12 hours daily water supply in Bhubaneshwar benchmark of 100%. The average water supply was and 3 hours water supply in Puri is ensured in 2018-19 a high of 219 LPCD for Bhubaneshwar and 125 LPCD against the 24 hours benchmark of MoHUA. The quality for Puri against the 135 LPCD Benchmark desired by of water supplied and the efficiency of complaint MoHUA. In this context is important to note that the redressal at the standard prescribed and even better extent of Non-Revenue Water (NRW) is fairly high in for Puri at 100% for both these parameters. 6. Integrated SMART Water Information Management System, Govt of Odisha, http://swims.nic.in/ 7. Department of Housing and Urban Development, GoO 7  STATUS OF WATER SUPPLY IN BHUBANESHWAR AND PURI (CONT.) Chart 3. Service level Benchmarks for water supply in PURI 160! 160! 135 140! 140! 120! 120! 100 100 100! 135 100! 90 125 100 80! 100 80! 100 100 60! 76 60! 70 40! 24 40! 50 20! 3.0 3.0 20! 0.01 0.01 0! 0! Coverage of water Per capita supply of Extent of metering of Continuity of water Quality of water Efficiency of collection supply connection! water LPCD! water connection! supply hours! supplied! of water supply related charges! 2018-19! 2019-20! MoHUA Benchmark! It is understood that treated water via intermittent supply, these challenges, not only to better piped systems that does have challenges of quality by the time it reaches run continuous, it aims to bring about better efficiency households. 24-7 aims to address this challenge by NRW, complaints redressal, cost recovery, etc. through ensuring pressure in the lines to avoid any contaminants the entity it will be delivered through, WATCO. The from any leak points to enter the supply. This in turn Mission intends to be customer-focused services to has health impacts on the populating consuming the ensure the best use of investments is provided to all, safe water. Drink From Tap is an initiative to address especially those in lower-income communities. 8 ABOUT DRINK FROM TAP The GoO has launched an ambitious initiative “Mission Drink from Tap” to provide household water The Mission initially as pilot in 5 water connections on the premise to the households, who are currently served by public stand posts. The Mission supply zones/ areas in Bhubaneswar – Drink from Tap aims to provide water supply 24 hours and 2 water supply zones/ areas in Puri. a day for all 7 days a week, for each day of the year. The pilot implementation of the mission would directly benefit around 22,000 The mission is also aimed to address water source protection, appropriate water treatment, and prevention households and 1.2 Lakh Population by of recontamination in the distribution system. March 2020. Based on the learnings from this pilot, it shall further be upscaled in What is 24-7? state in phased manner. “24-7 supply is achieved when water is delivered continuously to every customer of the service 24 hours a day, every day of the year, through a transmission and distribution system that is continuously full and under positive pressure throughout all of its pipelines and networks.” 8. Guidance Notes for Continuous Supply (24-7 Supply), Ministry of Housing and Urban Development COMMUNICATION STRATEGY Objective A communication strategy is being developed to requires an intense engagement from WATCO (service guide the external, customer-focused, communication provider) with the customers on the system of water efforts on Drink From Tap Mission, for WATCO (service supply, it’s functioning, and the measures in place in provider). case of a breakdown. The continuous and safe, 24-7, piped water supply has Barriers that this communication strategy been designed to reach all habitats within geography, which include varied types of customers/ beneficiaries. aims to address include – To ensure they understand and can use the service in the way intended, it is crucial to have regular 1.Household level practices moving from communication about the programme/Mission and intermittent supply to continuous 24-7 the elements of it, in a way that is understood and acceptable to all. Further, to ensure that the customer supply can share their feedback and complaints, for continued 2. Perception that water comes naturally services, the mechanism of reaching the WATCO - the service provider, is equally crucial. to them hence should be given free Moving from intermittent to 24-7 water supply requires 3. People believe water is abundant a changing infrastructure, close monitoring, the timely response of service provider teams, etc. from the end 4. Liquid social structure of the service provider. Simultaneously, to ensure these investments made are actualized by the customers/ All water connections under the Drink From Tap users, it is key that the customers understand how Mission will be 100% metered. The meters facilitate an 24-7 works and changes in behavior and practice are understanding of the consumption of water through required at the customer end. each connection. This is to ensure the accessibility of safe water as and when needed and bill those beyond Customers are used to intermittent supply, which is a certain amount of usage. Through this mechanism, often disrupted, therefore most customers, over time, the service provider intends to also curb wastage of create solutions at their end to avoid a complete water. Meter readings will be conducted every month breakdown of service. This is mostly stored at the by foot soldiers of WATCO (service provider), the Jal household level. The level of storage varies depending Sathis9. The monthly tariffs will be charged based on economic status - from having containers/drums on consumption. Ensuring safe water supply to all, for storing water, to overhead tanks, to sumps that especially those from the last mile, is a priority of the pump water to the overhead tank. Doing away with Mission, and hence the tariff structure will ensure the these practices to have customers fully depends on basic lifeline of 40 lpcd is free/nominal, following which the tap water, is a significant shift for the customers, slabs are based on consumption will be defined at and require customers to have confidence that the increasing rates. setup will not fail them. Further, it is important to note that storage and handling at the user end often lead This communication strategy intends to inform, to secondary contamination risk before consumption persuade, and engage customers towards these topics. of treated water supplied from a tap. This change 9. Jal Sathis are Self Help Group (SHG) members trained by WATCO (service provider) to support the Drink From Tap Mission by providing linkages to the communities, leading activities on behavior change, water quality testing, meter reading, tariff collection, etc. on ground. 11  ELEMENTS OF THE COMMUNICATION STRATEGY Target Audience The audience for the communication strategy is the WATCO team that will set up the external communication, this strategy is intended to provide direction to their efforts. The external audiences are the customers/users of the water supply service - household (lower, middle, and high income) including formal and informal settlements and commercial establishments. Channel Interpersonal communication by the Jal Sathis, mobile text messaging, and other digital messaging using print and online media, phone calls, etc. will be used based on the different types of customers. Tools and materials The tools and materials will be developed to provide information, facilitate awareness to the customers. Implementation of the strategy tools and the training to the team (including Jal Sathis) are in a way that has a positive and reinforcing approach. IMPLEMENTATION OF THE COMMUNICATION STRATEGY The responsibility of implementation of the strategy for the Drink From Tap Mission is with WATCO. WATCO, through its field offices and the trained Jal Sathis. They will roll out the communication strategy to ensure information reaches all customers, irrespective of their income, literacy, access to technology, etc. Further, it is proposed that the supporting material, Safe water, linkages with health – Introduction to Drink From Tap, 24-7 supply. The communication strategy requires WATCO to provide communication to the customers on the following topics mentioned below. I. Water quality II. Quality of material and maintaining III. Safe water, Contamination through tanks IV. Metering and Tariffs V. Customer contacts and complaints mechanism In addition to the communication on the above-mentioned topics, notifications to the customer based on need will be provided, these include – - Reminder for bill payments - Boil Water Notification - Planned Work Notification - High Use Notification Under each of these board topics, there are key messages, the detail of the messages and the channels of communication for the different customers are mentioned below. Further, the frequency and the phasing of the messages will be provided in Annex I. 12 I. Safe water, linkages with health – Introduction to Drink From Tap and 24-7 supply KEY MESSAGES TARGET AUDIENCE CHANNEL A. CONTEXT / Include households / Interpersonal / What is considered safe water? (lower income, communication middle and higher by Jal Sathis, / How is this linked to health? income) formal and short video clips / How can we check this? informal settlements, in vernacular community, and language. Handouts B. DRINK FROM TAP children at school. for dos and don’ts for water handling. / How does 24-7 address water quality? Community / How is water quality checked in this supply? influencers to talk [reservoir, distribution system, tail end] about the mission / Can each household check water quality? in the regular meetings. C. HOUSEHOLD RESPONSIBILITY / At the household level, how we do ensure the safety of water? What are good Water Handling practices? / For drinking purposes, drink directly from the tap. Tap ideally inside the house/kitchen. / Tap hygiene – Why is this required? How can it be done? 13 II. Water quality from the tap is safe for drinking directly KEY MESSAGES TARGET AUDIENCE CHANNEL / Key parameters and what they imply? / Include customers / Interpersonal / How often are these checked? Where can a (lower income, communication household check these results? middle and higher by Jal Sathis, income), formal and handouts with / What parameters are checked at the informal settlements, parameters household/community level? community, and and reference / Activity: demonstration of water quality children at school. levels of these, testing using field kits. demonstration using field kits. III. Quality of material used by WATCO and maintenance required at the household level KEY MESSAGES TARGET AUDIENCE CHANNEL / How material has been selected? Problems / Include / Lower-income of inferior quality material. customers (lower communities - Meetings / How the HH is responsible? What do they income, middle with Jal Sathis along with need in case of any issue? and higher Area Managers, using income) demonstration method. / Possible issues to be mentioned – tap, pipe. And provide FAQs. Frequently Asked Questions Community influencers to talk about the mission in the regular meetings. / Middle/higher communities – FAQs, and options of meetings with the Area Managers. IV. Safe water, Contamination through tanks KEY MESSAGES TARGET AUDIENCE CHANNEL / Water supply has been consistent / Customers in for / Interpersonal / Water quality has been at prescribed safe middle/higher income meetings by Jal standards with sump and Sathis, Area overhead tanks Managers, followed / Tanks increase contamination by ward level / Stepwise transition – directly connect the meetings supply to overhead and then directly connect to the household main, over a period of time to build confidence in the system. 15  V. Metering and Tariffs KEY MESSAGES TARGET AUDIENCE CHANNEL / What does having meter mean? What / Include customers / Interpersonal does it measure? (lower income, communication / Explaining how to the meter connection, middle and higher via the Jal Sathis, each part of the meter face, what do the income), community, handouts, short numbers mean, spinning wheel mean? and children at video clips. school. Community Exercises on the use / Water is limited, how can it be conserved. influencers to talk of water with school Use the required amount, don’t waste water! about the mission in children (age/class / The tariffs slabs – a lifeline – WHO the regular meetings. appropriate). standard for health 40 lpcd / How can payments be made? / What happens when payments are not made – disconnection, reconnection. VI. Customer contacts and complaints mechanism KEY MESSAGES TARGET AUDIENCE CHANNEL Customers/community to have a clear / Include customers / Interpersonal understanding of what are possible issues (lower income, middle communication that may come up – leakage, tap not and higher income), via the Jal Sathis, working, meter related questions community, and handouts, contact / Who is responsible? children at school. number at ward offices, local / Where to lodge complaint? Area relevant public distribution centres/ zone offices – to have offices/ waterproof a contact number of the key officials and stickers for meters, Jalsathis of that ward, and the toll-free/ etc. Community office number for questions/complaints. influencers to talk about the mission in the regular Escalation of complaint (on non-redressal) meetings. - Mention the next level of contact if there is no response at the ward level in 5 working days. 16 NOTIFICATIONS As mentioned above the notifications by WATCO to customers will be given, as and when required. These include - Reminder for bill payments, High Use Notification, Boil Water Notification, and Planned Work Notification. i. Reminder for bill payments ii. High Use Notification iii. Boil Water Notification iv. Planned Work Notification 17 NOTIFICATIONS (CONT.) These notifications need to be sent at relevant times and when the need arises. Reminder for Bill Payments This will be the most frequent notification that will go the customers on the generation of their bill. Following this, a reminder for the payment will also be sent 5 days before the due date and on the due date. House visits will be conducted in case of non-payments two weeks after the due date. High Use Notification In case of disproportionate meter reading the customer will be sent a notification by the ward/area office. The purpose is to alert the customer. Boil Water Notification In case of emergency, Area Managers have to alert the Jalsathis to communicate with each customer to boil water for drinking purposes. Planned Work Notification When maintenance or other work is planned, a notification providing the date, time, and duration of work and how the water supply will be affected needs to be sent out to all customers at least 24 hours in advance. ENSURING QUALITY OF COMMUNICATION For the implementation of the communication strategy in its essence, internal capacities and checks will need to be in TOPIC FOR SPECIAL place, these include - HANDOUTS / Use water for drinking directly 1. The communication plan and tools need to be tested through from the tap FGDs with Jalsathis and communities. / Keep tap clean 2. Observation checklist for Jalsathis during community visits. / Complain timely on leakages 3. Materials to support the communication by the Jal Sathis, will at the HH level, lane or roads include special handouts. / Pay tariffs on time 4. Communication/capacity building initiatives with the engineers / Water quality – parameters need to be taken up for them to be more customer-oriented. This with reference levels would be part of the institutional development process. / Water quality – do and don’t’s 5. Other additional activities to check customer satisfaction to of water handling enhance communication and service – Customer satisfaction / Customer Charter – Core survey every 6 months/annual Customer Information Booklet MONITORING OF THE COMMUNICATION STRATEGY The purpose of monitoring the strategy is to have The observation checklist of the Jal Sathis would regular feedback loops to adapt and improve where provide insights into the practices by the customers possible, to meet the objectives of the communication over time. The 6 monthly Customer Satisfaction survey strategy. The monthly meetings and the quarterly will add insights on how the customers are receiving meetings at the ward or DMA level need to have the communications and information about the Drink feedback on communications as part of the agenda, From Tap Mission. to capture the progress and suggestions for changes/ additions. 19 ANNEXURES ANNEXURE- 1 Key Communication Interventions to be taken up by WATCO will include - Channel ACTIVITY - Training of Engineers on SBCC and key messages Capacity Building on SBCC Skills - Mid-level managers on SBCC and key messages - Community Leaders and Jalsathi’s on SBCC and key messages - Television Commercials in local Language in Local TV channels - Advertisement in Newspaper Mass Media - Newspaper articles by influencer/s - Radio spots in CBS and Community Radio - Panel Discussion in Radio & TV in Odia and other Local languages - Local cable advertisement - Folk Performance through Zila Kala Sanskrit Sang (ZKSS) and Block Kala Sanskrit Sang (BKSS) - Van Based Drive in Selected ULBs - Posters in ULBs Mid-Media - Digital Hoarding - Hoarding at Bus Queue Station - Bus Panel advertisement in Mo Bus - Advertisement in-designated places of Railway stations and Bus Stands - SHG level meeting through Picco projector10 IPC - Meeting with Residents Welfare Association on Drink from Tap - Promotion of Life History and contribution of Jalsathi’s through social media Social Media - Regular tweets and re-tweets on social media on project achievements - Promoting the Water Heros in community 10. Picco projector is a small hardware device designed to project content from a smartphone, camera, tablet, notebook or memory device onto a wall or other flat surface. Jalasathis & Customer Services Messages Audience Method Timing, Frequency Agents– Topics Safe water, linkages Orientation to Drink From Tap: HH and IN LOWER In the start, then with health CONTEXT - community INCOME once in six months What is considered safe water, Students of the COMMUNITIES How is it linked to health neighbourhood Interpersonal (especially of children)? school communication How can it be checked? (HH), engaging DRINK FROM TAP – community How does 24 by 7 address influencers, ensure safe water? FGDs with SHGs How is it checked at different – activity-based levels (reservoir, distribution SCHOOL system, at the end)? STUDENTS - How can each HH check water WASH activity quality? (strips at HH level) with students in HOUSEHOLD RESPONSIBILITY schools – a visit – to ward/zone At the household level, how we systems do ensure the safety of water? Flipchart/s – to What are good Water Handling assist the practices? Jalasathi for For drinking use directly from community and the tap. Preferably tap inside school sessions the house. IN Tap hygiene – Why? How does MIDDLE/HIGHER a HH maintain Tap Hygiene? INCOME COMMUNITIES Interpersonal communication (HH), short video clips in Odia capturing the messages. Water quality from Orientation to Drink From Tap: HH/lane and SAME FOR ALL In the start, then the tap is safe for Key parameters and what they community TYPES OF Weekly meeting in drinking directly mean? Students of COMMUNITIES the lane where the How often are these checked? neighbourhood Interpersonal sample has been Where can the test results be school (age- communication collected seen? appropriate) (HH), Meetings, Use key days like What is checked at the activity in the World Water Day community/HH level? (residual meeting, show (22nd March) chlorine) online test Activity - how is it checked and results, QR code how to know it is safe? for HHs to check this. (use of traffic lights and the reference levels to aid understanding) Handout with parameters and reference levels Residual chlorine strip demonstration Quality of material Orientation to Drink From Tap: Lane/Community LOWER INCOME In the start, 6-9 used by How material has been COMMUNITIES months after that WATCO/PHEO and selected? Potential problems of Jointly with required inferior quality material. zone/ward Area maintenance at the How the HH is responsible? Managers for HH level What do they need in case of the community  any issue? to demonstrate Possible issues to be using the parts mentioned – tap, pipe. FAQs to explain in a community centre, or the zone/ward office, particular emphasis on tap and pipe drips; engage community influencers Handout – FAQs IN MIDDLE/HIGHER INCOME COMMUNITIES Handout – FAQs, Ground/Sump tank challenges; inline sealed pressure booster pumps (hydro- pneumatic); header tanks & regular cleaning; drink from the rising main advice; Invite to the ward/zone office for the demonstration. Metering and Tariffs Orientation to Drink From Tap: HH LOWER INCOME In the start, then What does the meter Students of the COMMUNITIES once in six months mean/measure? neighbourhood HH interpersonal Explaining how the meter school communication connection works - each part of or group the meter face, what do the discussions in numbers mean, spinning wheel each lane if mean? possible. Water is limited, has to be Engage conserved. Use the required community amount, don’t waste. influencers. The tariffs slabs – a lifeline – WHO standard for health: 40 STUDENTS – lpcd age appropriate How can payments be made? activity for What happens when payments children in are not made – disconnection, schools to – reconnection. capture HH (need to confirm _ Warning - 15 usage (conserve days, 15 days, 30 days to water related partial turning-off supply_ activities) to calculate tariffs (practical math related activity) IN MIDDLE/HIGHER INCOME COMMUNITIES HH interpersonal communication with handouts or/and Short clips Customer Contacts & Orientation to Drink From Tap: HH, community FOR ALL TYPES In the start, then Complaints POSSIBLE ISSUES: and community OF once in six months mechanisms Customers/community to have leaders COMMUNITIES a clear understanding of what are possible issues that may Students of HH interpersonal come up – leakage, tap not neighbourhood (where possible working, meter related school lane meetings, questions engaging Who is responsible, ways to community lodge a complaint? influencers) CONTACT INFO IN PUBLIC SPACES: Handouts with Area distribution centres/ zone important offices – to have contact contact numbers number of the key officials and Jalsathis of that ward, and the toll free/office number for questions/complaints. Mention the next level of contact if there is no response at the ward level in 5 working days. Reminder for bill Remind HHs to pay the bills, HH, lane FOR ALL TYPES Text message 5 payments how, where OF days before the due COMMUNITIES date and on the due Text SMS to the date. In case of non- registered payment, reminder number after 5 days. HH level – In case of non- interpersonal payment of the bill communication after 5 days, visit to remind in person. Water quality – In the case of emergency Area HH and FOR ALL TYPES As and when Emergency – Boil Managers to instruct Jalasathis institutions OF required Water to communicate to each HH in COMMUNITIES the community to boil water for HH drinking purposes. communication; Loudspeaker announcements to cover each HH in the community; SMS texting High Usage In case of disproportionate HH FOR ALL TYPES As and when Notification – meter reading, the HH will be OF required Optional – where given a notification, issued COMMUNITIES system capture trend from the ward/zone office Ward/Zone in household usage handed by the Jalasathis, to office to send alter the HH. SMS based on a high meter reading to HH & Jalasathi; Jalasathi to check the information with HH and check that is true and there is no other operational issue. Inform the team accordingly. Safe water, Water supply has been For middle/higher HH – In a phased manner, contamination from consistent income HHs only interpersonal starting from – tanks Water quality has been as discussion advising direct link prescribed as safe to drink followed by from water supply to Tanks increase contamination community/ward overhead tank 2-3 Stepwise transition proposed level event at months into supply, to directly connect the supply the zone/ward and 10-12 months  to overhead, then directly from office later following up supply over a period of time. - Water quality with converted HHs reports for key to try direct supply parameters over with overhead tank. time - Pressure to ensure continuity of water supply - Q&A by HHs Planned work Date, time and duration of HHs and FOR ALL TYPES As and when notification planned work and how long institutions in that OF required the supply/quality will be area COMMUNITIES affected; availability of tanker HH water if anticipated longer cut- communication off Loudspeaker announcements to cover each HH in the community Text message to the registered number Customer Charter – Description of the levels of All customers Booklet to be As and when Core Customer service provided for customers available online requested Information Booklet How to contact your water summarising all provider customer care Your water supply: quality, approaches. demand, keeping the water The core flowing and new connections information for Understanding your charges: Customer Care Understanding your meter Centre staff; also readings; available in Paying your bill: printed form in how to pay and what to do if Area Offices you need help to pay, queries about your bill, assistance for customers in vulnerable circumstances, payment plans; Leakage: responsibility for pipes, leakage information, tips to prevent burst pipes, tips to maintain water quality; Our guaranteed service standards for customers What to do if you have a complaint How we look after your personal information TECHNICAL SUPPORT FROM