64292
Water and Sewerage
Services in Karachi
Citizen Report Card:
Sustainable Service
Delivery Improvements
The Water and Sanitation Program (www.wsp.org) December 2010
is a multi-donor partnership administered by the
World Bank to support poor people in obtaining
affordable, safe, and sustainable access to water
and sanitation services Report
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Water and Sewerage
Services in Karachi
Citizen Report Card:
Sustainable Service
Delivery Improvements
Contents
Foreword 5
Acronyms and Abbreviations 6
Acknowledgments 7
Executive Summary 9
Introduction 13
Contextual Framework
Engagement for Reforms: Enabling the Utility to Ensure Social Accountability
The Citizen Report Card: A Viable Tool for Social Accountability
Why Prepare a Citizen Report Card?
Citizen Report Card: Process and Methodology
Process of Preparing the Citizen Report Card in Karachi
Methodology Followed
Selection of Respondents
Criteria for Town Selection
Interview Process
Substitution or Call Back
Water Services 23
Availability, Access, and Usage of Water Sources
Instances of Water Scarcity and Coping Mechanisms
Citizens’ Perceptions on Quality and Reliability of Services
Feedback from Users of Water Sources outside Residential Premises
Transparency in Service Provisions
Interaction with the KW&SB
Incidence of Waterborne Diseases
Satisfaction with Water Provision
Areas for Improvement
Sewerage Services 37
Access to Sewerage
Quality and Reliability of Sewerage Maintenance
Costs Incurred in Maintaining Sewerage Facilities
Water and Sewerage Services
in Karachi: Citizen Report
Card—Sustainable Service
Delivery Improvements
Problems Faced with Sewerage
Interactions with the KW&SB on Sewerage-Related Issues
Satisfaction with Sewerage System
Public Toilets 41
Availability and Usage of Public Toilets
Service Delivery Issues
Satisfaction with Public Toilets
General Perceptions and Opinions 43
Causal Factors for Complete Satisfaction 45
Explaining Complete Satisfaction with Water Supplied
through the Mains
Explaining Complete Satisfaction with Sewerage Connections
Explaining Complete Satisfaction with Public Toilets
Institutionalizing Citizen Report Cards in Karachi 49
Using CRC as an Internal Change Management Tool: The Premise
Using CRC for Internal Reforms: The Strategy
External Dissemination of CRC Findings
Mobilizing Demand for Reform 51
Communication and Advocacy Strategy in Support of CRC on
Water and Sanitation Services in Karachi
Program Objectives
Phase I: Program Activities
Phase II: Program Activities
Phase III: Dissemination—Institutionalizing Reform and Mobilizing Citizens
Lessons Learnt: Challenges and Constraints
Appendixes 61
Appendix A: Mapping the Context for Citizen Report Card in Karachi
Appendix B: Demographic Profile of Respondents
Appendix C: Key Stages in a Citizen Report Card Study
Water and Sewerage Services
in Karachi: Citizen Report
Card—Sustainable Service
Delivery Improvements
Foreword
Karachi is a city of over 18 million people, and the Karachi Water and Sewerage Board (KW&SB) is the only prime water utility
responsible for providing water supply and sewerage services. Over a period of time, for a variety of reasons, the KW&SB’s
performance graph had been showing a steady decline in terms of both the level and quality of services. One of the main
contributing reasons for growing customer dissatisfaction was the lack of the institutional adjustments necessary to meet the
growing challenges faced by rapid and uncontrolled population growth and urbanization. However, while the need for institutional
reforms can be felt in any kind of organization, public or private, reforming public sector institutions is a much more complicated
task. Overcoming a public sector institution’s inertia to bring about systemic and fundamental reforms by redefining policies,
operating practices, and customer relations requires careful navigation of a multisectoral landscape having sensitive political, social,
and financial implications. The management of the KW&SB, under the dynamic leadership of the former City Nazim and Chairman
KW&SB, Mr. Mustafa Kamal, took up the challenge of institutional reforms. Through a series of interactive engagements that
included site visits, consultations, and dialog with relevant stakeholders (provincial and local governments, the utility agency, and
civil society), rapid assessment work, the Water and Sanitation Program (WSP) assisted the KW&SB in conceptualizing a process
for institutional reform. It was realized quickly that steps would have to be taken on an urgent basis to extend the outreach of the
utility among its consumers, involve them meaningfully in the decision making process, and strengthen the social accountability of
the utility. This, it was felt, was critical to giving sustainability to the process of institutional reforms.
In consultations with WSP, it was decided to select the Citizen Report Card (CRC) as the tool to collect, document, and analyze
user feedback. This social accountability tool was selected as its scope was not only limited to a survey exercise but offered the
space for developing recommendations on sector policies, strategies, and programs to address institutional constraints and
improve service delivery. We are pleased that through this exercise, pioneering of CRC in Pakistan for any public sector utility was
initiated and has now been successfully conducted in nine out of 18 towns in Karachi city. The process was kept fully transparent
and participatory through measures taken to disseminate information and raise public awareness under the Communication
Strategy specially designed for the CRC process. The process was also firmly anchored in civil society participation through the
formation of an Advisory Committee that monitored progress and provided recommendations. It is also a matter of great pride and
satisfaction for us that we have now successfully institutionalized the process in the KW&SB by forming a special Cell, to be
managed by a dedicated team of KW&SB officials. We can confidently recommend other utilities in Pakistan to utilize the tool of
CRC for performance improvement and strengthened social accountability.
We have been greatly inspired and facilitated by the motivational leadership and guidance of our Chairman, Mr. Mustafa Kamal. It
would be appropriate at this stage to also acknowledge the efforts of four former Managing Directors of the KW&SB who kept the
momentum of institutional reforms going, overcoming all challenges: Brig. (Retd.) Iftikhar Haider, Mr. Ghulam Arif, Mr. Suleman
Chandio, and Mr. Fazl-ur-Rehman. In the end, the KW&SB will remain greatly indebted to the commitment and professionalism of
the team of WSP, Pakistan, under the wise leadership of Country Team Leader, Mr. Farhan Sami, and Ms. Maheen Zehra for their
continued technical assistance, counsel and guidance and, above all, for keeping faith with the KW&SB in meeting the challenge
of institutional reforms. We are hopeful and confident that this process of reform would continue and sustain and lead the KW&SB
towards becoming a technically and financially viable, socially accountable water utility, one which is capable of competing with the
best performing water utilities of the world.
Mr. Qutubuddin Sheikh
Managing Director, Karachi Water and Sewerage Board
5
Acronyms and Abbreviations
CDGK City District Government Karachi
CRC Citizen Report Card
CSO Civil society organization
FGD Focus group discussion
GoS Government of Sindh
IRC Interactive Resource Center
IUCN The World Conservation Union
KMC Karachi Metropolitan Corporation
KW&SB Karachi Water and Sewerage Board
PAC Public Affairs Center
SEC Socioeconomic Classification
SITE Sindh Industrial and Trading Estate
SLGO Sindh Local Government Ordinance
WSP Water and Sanitation Program
6
Water and Sewerage Services
in Karachi: Citizen Report
Card—Sustainable Service
Delivery Improvements
Acknowledgments
Any reform of the water sector would need to consider ground realities. In Karachi, as in some other cities around the world,
water is politically charged and sometimes contentious. To attempt any reform in the water sector for the city, the strategic
importance of the ‘creation of demand for reform’ was realized. The Water and Sanitation Program (WSP) identified Citizen
Report Card (CRC), a simple yet powerful tool, as the way forward. The Karachi Water and Sewerage Board (KW&SB) not only
agreed with using this tool to carry out an assessment but also fully owned the process. The utility’s staff and management
wanted to reform the KW&SB and make it a dynamic organization with the help of its clients—the utility saw this as an
opportunity for improving its public image as well as an empirical way to influence the politics of the sector.
The CRC for the water sector in Karachi was launched with the technical support of WSP and the institutional backing and
ownership of the KW&SB to solicit user feedback on the utility’s services. Nearly 4,500 households in nine towns of Karachi city
were surveyed. A Communication and Advocacy Strategy was developed as an integral part of administering the CRC and
maximize the dissemination of information generated through this survey amongst the primary stakeholders—Karachi’s citizens.
For ensuring ownership of the process by the key stakeholders, an Advisory Committee, comprising KW&SB officials and
representatives of credible civil society groups, was notified by the KW&SB to provide inputs and oversight to the whole process.
The CRC process received a wide level of support from both the utility as well as consumer-based organizations and
nongovernmental organizations. The general consensus was that it had the potential of introducing structured and
institutionalized mechanisms of social accountability within urban utilities in Karachi and in other cities of the country.
As the Managing Director, KW&SB, stated, Karachi CRC is a joint initiative of the KW&SB, civil society of Karachi represented by
Karachi Water Partnership, Shehri-Citizens for Better Environment, Consumer Right Association of Pakistan, Panos South Asia,
and WSP. Within the city government and the KW&SB, key support was provided by Mr. Mustafa Kamal, City Nazim, Karachi;
all managing directors of the KW&SB, starting from Brigadier Iftikhar Haider to Mr. Ghulam Arif, Mr. Suleman Chandio,
Mr. Fazl-ur-Rehman, and Mr. Qutubuddin Sheikh. In addition, Mr. Mashkoor Husain, Mr. Ayub Sheikh, Mr. Ejaz Kazmi, and
Mr. Mahmood Kadir also provided technical inputs and critical institutional support.
From civil society groups, we would like to acknowledge Mr. Khateeb Shehri, Citizens for Better Environment, Ms. Simi Kamal,
Raasta Development Foundation, Mr. Sohail Malik, IUCN (the World Conservation Union), and Mr. Kaukab Iqbal, Consumer
Association of Pakistan.
Data presented in this report were collected through a technical survey carried out by The Nielsen Company, Pakistan, under the
guidance of Ms. Tehseena Rafi. The overall technical supervision of data collection and analysis was carried out by Dr. Gopa
Kumar Thampi of the Public Affairs Foundation. Mr. Farhan Anwar coordinated the process in Karachi.
The encouragement and support given by WSP’s Ms. Catherine Revels and Mr. Chris Heymans is also acknowledged. The
constant support provided by Mr. Farhan Sami, Country Team Leader, Pakistan, WSP, during this complex project is greatly
appreciated. Ms. Vandana Mehra, Regional Communications Specialist, WSP, provided critical support towards the planning and
delivery of overall communication processes that supported the CRC advocacy. We also acknowledge Ms. Sahar Ali of Panos
South Asia, who led a successful communication campaign for the process. Without Mr. Syed Farrukh Ansar’s overall logistical
coordination and support, it would not have been possible to carry out the arrangements required to implement a tool such as a
Citizen Report Card.
Ms. Syeda Maheen Zehra
7
8
Water and Sewerage Services
in Karachi: Citizen Report
Card—Sustainable Service
Delivery Improvements
Executive Summary
This report discusses the key findings Key Stages in a Citizen sessions to ensure that the
and recommendations emerging from Report Card Study recording of household information
a pilot Citizen Report Card (CRC) on is accurate. Third, upon completion
1. Assess the applicability of CRCs.
water, sanitation, and sewerage of each interview, go over the
Conditions which affect the outcomes
services in Karachi. This initiative information collected to identify
of CRCs include the relevance of the
comes, on one hand, in the wake of any inconsistencies.
political context, the extent of
deteriorating services, weakened decentralization, the extent to which 6. Analyze the data. Typically,
community interfaces and citizens can voice opinions freely, local respondents give information on
accountability structures, poor revenue competency to carry out surveys, aspects of government services on a
generation and dysfunctional and advocacy. numeric scale (say, 1 to 10). These
governance structures and, on the
ratings are then aggregated and
other, an emergent consensus to bring 2. Determine the scope and plan the
averaged, and percentage measures
in far-reaching institutional reforms that procedures. The next step is to
are produced.
should move beyond financial and identify key sectors or services to be
technical imperatives. included in the survey, map service 7. Disseminate the results. There
provision structures, and identify a are three important points to consider
The CRC, pioneered by the Public credible agency to conduct the survey. when disseminating CRC findings:
Affairs Center (PAC), Bengaluru, is a
simple but powerful tool to provide 3. Design the questionnaire. Focus G The findings should be
public agencies with systematic group discussions involving both constructively critical and should not
feedback from users of public service providers and users are aim to embarrass or laud a service
services. CRC gains such feedback necessary to provide input for the provider’s performance.
through sample surveys on aspects design of the questionnaire. Providers
of services may indicate not only what G The media is the biggest ally for
of service quality that users know best,
they have been mandated to provide, dissemination. Prepare press kits
and enable public agencies to identify with small printable stories, media-
strengths and weaknesses in but also areas where feedback from
friendly press releases, and
their work. clients can improve their services.
translations of the main report into
Users may give their initial impressions
local languages.
A CRC on public services is not just of the service, so that areas that need
one more opinion poll; it reflects the attention can be determined. G Following the publication of the CRC
actual experiences of people with a survey findings, service providers
4. Sampling. When carried out and users should meet and discuss
wide range of public services.
accurately, sampling gathers feedback the key issues. This not only allows
The survey on which a report card is
from a sample group that is for a constructive dialog, but also
based covers only those individuals
representative of the larger population. puts pressure on service providers
who have had experiences in the use
It is, therefore, important to determine to improve their performance for the
of specific services, and interactions
an appropriate type of sampling design. next round.
with the relevant public agencies.
Users possess fairly accurate 5. Execute the survey. First, select 8. Advocacy and service
information, for example, on whether a and train a cadre of survey personnel. improvements. The findings of the
public agency actually solved their Second, after a certain proportion of pilot CRC survey can then be used in
problems or whether they had to pay interviews are complete, perform an advocacy program which seeks to
bribes to officials. random spot monitoring of question increase public pressure, build
9
coalitions and partnerships, and attitudes of the respondents Data analysis and presentation have
influence key players. towards services. been carried out across the following
eight themes:
The CRC methodology is primarily G Identify local issues pertaining to
rooted in quantitative research but is water and sanitation in Karachi. G Availability, access, and use
greatly enhanced by qualitative findings of services.
G Refine the survey questionnaire for
obtained through group discussions
the second phase of research—the G Reliability of services.
and observations. Hence, in the light of
quantitative phase.
the needs and objectives of this study, G Perceptions on water quality.
a two-pronged research methodology Following this phase, a quantitative survey
G Costs incurred by customers.
was undertaken. In the first phase a was conducted in nine towns of Karachi
series of focus group discussions were covering the North, South, Central, North G Interactions with Karachi Water and
undertaken separately for men and East, and South West areas of the city, Sewerage Board (KW&SB).
women groups across different representing low-, middle-, and high-
G Transparency in service provision.1
socioeconomic classes. This initial income groups.
phase helped to: G Satisfaction with services.
The sample of 4,500 household
G Gain insights in terms of interviews was spread across the nine G Priority areas for improvement.
associations, perceptions, and towns (Table 1).
Key Findings
The detailed data analysis was carried
Table 1: Spread of survey sample out for water and sewerage services
Towns Location Sample size provided by the KW&SB. While key
findings are provided in the subsequent
Gadap North Karachi 500 sections of this report, two overarching
findings of this report card study are
Bin Qasim South West 500
highlighted here:
Gulshan Central 500
a) The KW&SB’s services were found to
Orangi North West 500 be satisfactory and above average by
6.5 percent of the users.
Kemari South West 500
b) Both users and utility staff want
Saddar South 500 improvement in systems and services.
Gulberg Central 500 This pilot CRC exercise in Karachi has
provided an insightful feedback on
North Nazimabad North East 500
citizens’ experiences and priorities for
SITEa North East 500 service improvements in water and
sewerage. By assembling a set of
a. SITE stands for Sindh Industrial and Trading Estate.
Source: Data compiled during a pilot Citizen Report Card on water, sanitation,
1
and sewerage services in Karachi. Users of main connections were probed on how ‘transparent’
their service provision was in terms of billing practices, and
instances of corruption.
10
Water and Sewerage Services
in Karachi: Citizen Report
Card—Sustainable Service
Delivery Improvements
credible and objective benchmarks, the between the media and civil society ‘responsiveness’ (supply side
CRC has provided a forum for different networks such as the Karachi Water willingness to reform). To ensure the
stakeholders to converge around Partnership have created many momentum created through this
issues and explore solutions and enablers for ensuring a healthy pioneering effort, CRCs need to be
reforms. The organizational buy-in from blend of ‘voice’ (demand side more comprehensive in coverage (all
KW&SB and the strong linkages built advocacy and pressures) and 18 towns) and carried out periodically.
11
12
Water and Sewerage Services
in Karachi: Citizen Report
Card—Sustainable Service
Delivery Improvements
Introduction
Contextual Framework
In Pakistan, the devolution of the
service delivery function of municipal
services to local government, through
the enactment of the Local Government
Ordinance 2001, had opened up new
opportunities for reform in the
institutions of water supply and
sanitation service delivery. The creation
of three tiers of local government
(district, tehsil and union councils)
offered the potential for a clearer
allocation of responsibilities and the
potential to engender greater role
separation in service delivery. Initially,
the four provincial capitals (including
Karachi city) were designated as
‘city districts’, with towns designated
as the equivalent of tehsils in the
other districts. The devolution
process had established a supportive
context for reforming the political G The KW&SB was faced with legal capital expenditures, operation
and operational accountability ambiguities, a dysfunctional and maintenance, and least
processes that are at the heart of governance structure, lack of cost principles.
institutional challenge. technical support, tariff imbalances,
and financial crisis. This G The absence of a regulatory
Karachi, in particular, posed a predicament was compounded by framework made it difficult to hold
tremendous challenge. For many years lack of accountability, transparency, the KW&SB accountable for its
now, the Karachi Water and Sewerage and operational autonomy. Lack of performance—the utility was
Board (KW&SB), the major utility proper planning and investment managed in terms of the KW&SB
agency, has remained simply as an strategy contributed to inadequate Act of 1996 (Government of
executing agency for the city, without utility performance. The KW&SB’s Sindh [GoS] control). It was also
any significant powers to make its own investments mostly augmented functioning under the conditions
investment and operational decisions. production and transmission, of the Sindh Local Government
With KW&SB acting as the extended sometimes neglecting efficiency Ordinance (SLGO) of 2001, City
arm of the state, there had been virtually improvements, rehabilitation, and District Government Karachi
no independent and robust monitoring maintenance. Networks and control, which had marked
of its performance and no mechanism facilities therefore had deteriorated, implications for its place within
by which the organization could be held and inefficiencies and losses made the broader devolution process
accountable. As a result, the utility was operations wasteful. In addition, and its relative relationships with
faced with a deep-rooted crisis of financial capacity constraints the provincial, city, and town
governance, of which some key areas prevented investment planning level governments in its area
of concern included: based on an integrated view of of jurisdiction.
13
Box 1: Karachi Water and Sewerage Board: A profile
The supply and distribution of water to Karachi has been undertaken by a variety of agencies in the past. The first
instance of law regarding water supply functions in the post-independence period was the Karachi Joint Water Board
Ordinance 1949 that attempted to institutionalize the supply from Indus river, the source. Subsequently, the Karachi
Joint Water Board, constituted in 1953, was the first entity to be assigned the task of executing the first major
expansion of Karachi’s water supply system from the Indus river. Project execution was later entrusted to the Karachi
Development Authority (KDA) upon its establishment in 1957. Distribution and retailing of treated water remained the
responsibility of the erstwhile Karachi Metropolitan Corporation (KMC), some 22 other independent agencies, and bulk
users. In 1981, the Karachi Water Management Board (KWMB) was created and assigned responsibility for water
distribution throughout the metropolitan area and was given enhanced powers of cost recovery. Subsequently, the
Government of Sindh (GoS) enacted the Sindh Local Government (Amendment) Ordinance of January 1983, which
created the Karachi Water and Sewerage Board (KW&SB) within the KMC. The KW&SB was assigned to handle the
water supply and sanitation services in Karachi.
In 1996, the Karachi Water and Sewerage Board Act was enforced. Under this Act, the KW&SB was separated from
the KMC and the annual budget was to be approved by the GoS. The legal framework, specification of functions as
well as relevant financial guidelines and delegation of powers were provided in the Karachi Water and Sewerage Board
Act 1996. In the most recent move, the SLGO 2001 directed the creation of a unified City District Government in
Karachi. Civic agencies, including the KW&SB, were operationally merged into this new setup. It is to be noted that
from 1953 to 1996, the water sector was controlled by the various branches of the city government.
Two noteworthy changes took place at the policy and administrative levels in 1995 and 1996 that significantly altered
the face of the official service providing agency. First, in 1995, direct military interference took place when a serving
brigadier was appointed as the managing director of the KW&SB. From 1995–2007, five KW&SB managing directors—
all serving or retired officers with a rank of brigadier—came directly from the army. Only very recently, in March 2007,
was a civilian officer nominated to head the KW&SB. Second, on April 15, 1996, the Sindh Assembly passed the Water
and Sewerage Board Bill 1996, that was assented to by the Governor of Sindh province on April 23, 1996, and
subsequently published as an ‘Act’ of the Sindh Legislature. The decision-making mandate was entirely separated
from the municipality after the approval and enforcement of the KW&SB Act 1996. The ‘Board’ became autonomous
and was controlled directly by the provincial government. The chairman and vice chairman of the Board were directly
appointed by the GoS, which established its essential control, and the policy and decision-making roles were entirely
confined to the provincial government. The managing director, however, continued to enjoy the status of chief executive
officer of the Board, along with the usual administrative authority in running the organization.
This status persists even though the subsequently notified SLGO of 2001 devolves the roles and functions of the
KW&SB, as assigned under the KW&SB Act 1996, to the City District Government Karachi and towns. The board of
directors of the KW&SB, as constituted in the KW&SB Act, remains in place, and was reconstituted with the city nazim
as the chairman. The KW&SB Act 1996 remains in force until further notice but the GoS “may take necessary steps to
repeal or amend the KW&SB Act 1996 to ensure smooth implementation of the SLGO 2001�?.
(Government of Sindh Notification No. SOVIII/KW&SB/2(41)/2002.)
14
Water and Sewerage Services
in Karachi: Citizen Report
Card—Sustainable Service
Delivery Improvements
G The operational environment greater efficiency or for customers Engagement for Reforms:
was fraught with systemic to pay. Enabling the Utility to Ensure
weaknesses—illegally organized Social Accountability
G The KW&SB’s relationship with
routing of water to retailers was
consumers and larger civil society Through a series of interactive
perceived as pervasive. A large
was almost nonexistent. Inappropriate engagements that included site visits,
number of consumers could access
services, lack of suitable response to consultations, and dialog with relevant
water only by paying illicit fees to the
consumer priorities and complaints, stakeholders (provincial and local
KW&SB frontline staff working with
and ineffective communication had governments, the utility agency, and
organized networks benefiting from
alienated consumers and the public in civil society), and rapid assessment
illegal connections.
general, thus making it difficult to work, in 2005–06 the Water and
G The KW&SB had almost no mobilize public support for action Sanitation Program (WSP) assisted the
influence over tariffs and there was against illegal connections, KW&SB in conceptualizing a process
no independent regulation of tariffs encroachment of pipelines, and other for institutional reform in the water and
either. In the absence of an effective malpractices which undermined sanitation sector in Karachi. One of the
tariff structure and a process of operations. The KW&SB needed to key conclusions was that the reform of
tariff setting that considered regain control of its networks, with the utility was dependent on the overall
economically rational operational customers valuing, and paying for, reform of the political and administrative
factors, there was no incentive for its services. sector in which it operates. While the
KW&SB—as the single-largest public
service agency in the water and
sanitation sector in Karachi—demands
specific attention in any reform process,
it was considered that the technical,
financial, and organizational reform of
the utility has to occur within a wider
framework of governance reform. To
tackle such serious and deep-rooted
institutional weaknesses, mobilization
and support for change was desirable
not only within the institutions itself
but amongst the widest possible range
of stakeholders. The KW&SB’s
recovery needed to be located
within wider sector reform and a
communitywide effort.
It was quickly realized that strong
elements of community participation
and consumer voice were central to the
viability and sustainability of the reform
process. In addition, given the
politicized nature of water, it is
important to develop ways for receiving
15
the voice of citizens without the ‘filter’ public hearing and social audits, these organizational leaders with an
of those with vested interests. There have been mostly tested in the broader opportunity to design reforms for
was, thus, a requirement for developing arena of governance. There are fewer strategic reorientation. Experiences
neutral, credible, and apolitical tools that are specifically relevant to the with report cards, both national and
information on consumer choices, utility sector and to the water sector in international, have amply demonstrated
preferences, and concerns to give the particular. One promising tool is the their potential for demanding more
reform agenda much-needed Citizen Report Card (CRC). Anchoring public accountability and providing a
objectivity and focus, and move the on the concept of user feedback, CRC credible database to facilitate proactive
focus of consumer advocacy from provides a simple and widely replicable civil society responses.
anecdote to an informed debate. tool for improving transparency and
public accountability, with useful
The Citizen Report Card: A Viable
Though there is an interesting array of diagnostic pointers to utility managers
Tool for Social Accountability
participatory tools and approaches for planning service improvements.
such as participatory expenditure The ‘report card’ can stimulate The CRC is a simple and credible tool
tracking, community score cards, collective citizen action and provide to provide systematic feedback to
public agencies about various
quantitative and qualitative aspects of
Box 2: Lack of consumer voice in the KW&SB their performance.
Civil society groups, historically, have had little say in matters related with CRC elicits information about users’
policy making, planning, and implementation of schemes and projects in the awareness of, access to, use of, and
water sector in Karachi. The sector is not supported by any kind of cohesive satisfaction with, public services. In the
regulatory framework. Issues that are crucial and important to the demand context of poverty reduction programs,
side, including tariffs and performance standards, are not adequately it often complements the expert
addressed; there is no mechanism in place for registering and addressing analyses and conventional poverty
public concerns either on such matters. At times, such as now, when local monitoring indices with a ‘bottom-up’
bodies have been administered by elected representatives, an indirect assessment of pro-poor services. CRC
avenue for gauging public concerns has existed in the form of local councils. identifies the key constraints that
However, documented evidence in the form of ‘Council Resolutions’ citizens, especially the poor and the
suggests that little priority has been given to this sector by locally underserved populations, face in
elected bodies. accessing public services, their
To ensure community participation in the provision of water and sewerage appraisals of the quality and adequacy
and for close liaison with the civil society, the Karachi Water and Sewerage of public services, and the quality of
Board (KW&SB) has recently established a Civil Society Liaison Cell. The Cell interactions they have with the
provides two-way communication between the utility and civil society. providers of the services. The tool
However, the Cell exists pretty much on paper and has rendered no offers several recommendations on
significant contribution in facilitating any meaningful interactions between civil sector policies, strategies and
society or consumer groups and the service provider. Similarly, the KW&SB programs to address these constraints,
established a centralized Consumer Services Center at the head office of the and improve service delivery.
KW&SB (100 such centers are planned for the whole city). This service,
however, is only a complaint registry system and not an avenue for CRC entails a random sample survey of
absorbing any concrete or substantive consumer input in matters of policy, the users of different public services
planning, and implementation. (utilities), and the aggregation of the
users’ experiences as a basis for rating
16
Water and Sewerage Services
in Karachi: Citizen Report
Card—Sustainable Service
Delivery Improvements
the services. The tool also helps to
convert individual problems facing
the various programs into common
sectoral issues. It facilitates not only
prioritization of reforms and corrective
actions by drawing attention to
the worst problems highlighted,
but also the cross fertilization of
ideas and approaches by identifying
good practices.
A CRC thus provides a benchmark
on quality of public services as
experienced by citizens. Hence, it
goes beyond the specific problems
that individual citizens may face. It
places each issue in the perspective
of other elements of service design
and delivery, and also draws
comparisons with other services, so
that a strategic set of actions can
be initiated.
CRC studies are not merely a means
of collecting feedback on existing
situations from citizens. They are also
a means for testing out different
options that citizens wish to exercise,
individually or collectively, to tackle
citizens. The methodology involves Why Prepare a
current problems. For example,
systematic sampling across all Citizen Report Card?
whether citizens were willing to pay
more or be part of citizens’ bodies subsections or segments of citizens— The Citizen Report Card is not a fault-
made responsible for managing public including those who are satisfied as finding exercise. It is, rather, an
water sources. CRC, thus, is well as the aggrieved—and presents a opportunity to reflect and diagnose
also a means for exploring citizens’ picture that includes all opinions. This service quality issues and provide a
alternatives for improvements in is possible because the methodology platform for various stakeholders to
public services. makes use of advanced techniques of converge and explore solutions. In
social science research, for selecting more practical terms, CRC gives the
An important aspect of the CRC is samples, designing questionnaires, following strategic inputs:
the credibility it has earned. The conducting interviews, and
conclusions in a report card are not interpreting results. As a result, the a. Provides benchmarks on access,
opinions of a few persons who think in report cards provide reliable and adequacy, and quality of public
a particular manner, nor the comprehensive representation of services as experienced by citizens:
complaints of a few aggrieved citizens’ feedback. CRC goes beyond the specific
17
problems that individual citizens face c. Identifies indicators of problem estimates not only on extra-legal costs
and places each issue in the perspective areas in the delivery of public incurred by users but also on amounts
of other elements of service design and services: CRC enquires into specific spent on forced investments such as
delivery, as well as draws comparisons aspects of interaction between the buying water purifiers or installing
with other services or across different service agency and the citizen, and storage tanks to cope with unreliable
domains of the same service, so that a seeks to identify issues experienced by and poor quality services.
strategic set of actions can be initiated. citizens in interfacing with the services.
e. Indicates a mechanism to explore
In more simple terms, it suggests that
b. Encapsulates citizen satisfaction citizens’ alternatives for improving
dissatisfaction has causes that may be
to prioritize corrective actions: CRC public services: CRC goes beyond
related to the quality of services enjoyed
captures users’ feedback in clear, collecting feedback on existing
by citizens (such as reliability of water
simple, and unambiguous terms by situations from citizens. Instead, it also
supply); difficulties encountered while
indicating their level of satisfaction or acts as a means of testing out different
dealing with the agency to solve service
dissatisfaction. When this measure of options that citizens wish to exercise,
related issues such as excess billing or
citizen satisfaction or dissatisfaction individually or collectively, for tackling
complaints of water supply breakdown.
is viewed from a comparative various problems. For example, CRCs
perspective, it gives very valuable d. Suggests reliable estimates can provide information on whether
information that helps prioritize on hidden costs and forced citizens are willing to pay more for
corrective actions. investments: CRC provides reliable better quality of services or be part of
citizens’ bodies made responsible
for managing garbage clearance in
Box 3: Rationale for Citizen Report Cards the locality.
What this exercise is about… Citizen Report Card:
Process and Methodology
G Capturing credible, neutral, and objective feedback on citizens’
experiences while accessing and using water, sanitation, and A CRC on public services is not just
sewerage services. one more opinion poll. A report card
reflects the actual experiences of
G Enabling a comparison of performances among different towns and people with a wide range of public
encourage sharing of best practices. services. The survey on which a report
G Analyzing, organizing, and reporting findings, conclusions, and pointers. card is based covers only those
individuals who have had experiences in
G Facilitating opportunities for reforms and improvements. the use of specific services, and have
interacted with the relevant public
What this exercise is not about…
agencies. Users possess fairly accurate
G Finding fault or pointing fingers. information, for example, on whether a
public agency actually solved their
G Focusing only on the gaps in service delivery. problems or whether they had to pay
bribes to officials. The CRC methodology
G Claiming that user feedback captures all dimensions of service delivery.
is primarily rooted in quantitative research
G Providing solutions (that is, feedback should be viewed as a but is greatly enhanced by qualitative
‘thermometer reading’ and not as an ‘antibiotic’). findings obtained through group
discussions and observations.
18
Water and Sewerage Services
in Karachi: Citizen Report
Card—Sustainable Service
Delivery Improvements
Process of Preparing the Methodology Followed Questionnaire contained the
Citizen Report Card in Karachi following predetermined criteria:
The report card methodology is
The CRC process in Karachi primarily rooted in quantitative G Ages: 25–50 years
commenced with a series of research but is greatly enhanced by
discussions and workshops to build qualitative findings obtained through G Socioeconomic Class (SEC):
awareness among key stakeholders group discussions and observations. A, BC, and DE
on the potential of the tool. Hence, keeping in mind the needs
Consultations were held with key and objectives of this study, WSP G Education: SEC A
stakeholders from city-based civil planned a two-pronged research
SEC B and C
society organizations (CSOs), methodology—qualitative research
research and survey firms, media- was done in Phase 1, and a SEC D and E
support organizations, and the quantitative household survey was
KW&SB. These key informant conducted in Phase 2. G Men: The men recruited were
interviews facilitated an those who were the main
Phase 1 was meant to: decision makers in households
understanding of the state of water
and sanitation services in Karachi, when it came to basic amenities
G Gain insights in terms of
shed light on thematic work being such as water, sewerage,
associations, perceptions, and
done by city-based CSOs, their and electricity.
attitudes of the respondents
capacity, vibrancy, and working towards services. G Women: The women recruited
relationships. It also provided an
were those who had more
understanding of likely local anchors G Identify local issues pertaining to
say in the purchase of
and available resources for CRC water and sanitation in Karachi.
household goods and who
implementation. A collective
G Refine the survey questionnaire for were more aware of household
assessment exercise was also
the second phase of research— issues pertaining to water
conducted to ascertain the contextual
the quantitative phase. and sewerage.
fit of CRC to the local conditions in
Karachi. Political receptivity, openness The qualitative phase was undertaken In Phase 2, a quantitative
of service providers to receive via focus group discussions (FGDs). household survey was
feedback from users, vibrancy of local This methodology allowed the conducted. The findings from the
CSOs and media, and freedom to participants to build on each other’s FGDs were used to refine and
collect information in an unbiased views and express their thoughts mould the draft questionnaire
manner were some of the key and opinions in a friendly and provided by WSP. The survey was
indicators that were assessed. (See nonthreatening manner. conducted in nine Karachi towns
Appendix A for a detailed feedback
covering North, South, Central;
on the assessment.) Group Formation and Recruitment
North was further fine-tuned
Following this, a local survey firm— Each group consisted of eight to 10 internally by the research team of
The Nielsen Company, Pakistan— respondents who were recruited The Nielsen Company, through its
was selected after a competitive using a Recruitment Questionnaire field and data processing service
bidding process. A multistakeholder prepared by The Nielsen Company. units, contextualized this
CRC Advisory Committee was They were selected from the same questionnaire in line with CRC
also set up to guide and review areas in which the survey was to be survey objectives for Pakistan.
the process. conducted. The Recruitment Particular attention was paid to
19
length, content, and relevance. The West areas of the city represent the G General trends in water
questionnaire was reviewed by WSP low-, middle-, and high-income groups. resource use or availability
before being translated into Urdu. The sample of 4,500 household (according to available data or
interviews was split as shown in Table 2. secondary research).
Selection of Respondents These criteria cover most of the
The sample of 500 interviews (for each
The relevant respondents for this representative features of the city of
town) was statistically significant to
survey were filtered through a screening Karachi. Most importantly, they fall
provide representative information for
questionnaire which was developed under the direct jurisdiction of the
the whole town.
by The Nielsen Company research KW&SB, whose service provision of
team, and appended to the main water and sewerage is the focal point
Criteria for Town Selection
questionnaire. Once the relevant of this survey.
respondent was identified through the Each town had been chosen according
to the following criteria: The sample of 500 was further split
screener, the interview was conducted
equally over the number of union
using the main questionnaire.
G Land use status of the residents. councils in each town. For instance,
Socioeconomic status of the town of Bin Qasim has seven union
G Socioeconomic profile of
respondents: The East and South councils. In each union council,
the residents.
therefore, over 71 or 72 interviews
were conducted.
Table 2: Sample of household interviews
Interview Process
Towns Location Sample size
Each area in a union council was
Gadap North Karachi 500 allocated a certain number of ‘starting
points’ depending on the sample for a
Bin Qasim South West Karachi 500
particular union council. The starting
Gulshan Central Karachi 500 point in an area was any landmark
such as a mosque or a shopping
Orangi North West Karachi 500 plaza. A minimum of 10 interviews
were conducted around each starting
Kemari South West Karachi 500 point. The sample for a certain union
council was thus divided by 10 to
Saddar South Karachi 500
arrive at the required number of
Gulberg Central Karachi 500 starting points in each area. For
instance, the union council Cattle
North Nazimabad North East 500 Colony of Bin Qasim town was
allocated 71 interviews. Therefore in
SITEa North East 500 each area of the union council of Cattle
Colony seven (71/10) starting points
Total sample size 4,500
were allocated.
a. SITE stands for Sindh Industrial and Trading Estate.
Source: Data compiled during a pilot Citizen Report Card on water, sanitation,
To avoid the problem of overlapping
and sewerage services in Karachi. starting points, the field supervisors
made divisions of the target area
20
Water and Sewerage Services
in Karachi: Citizen Report
Card—Sustainable Service
Delivery Improvements
(depending on the number of starting selection of the first household. A Substitution or Call Back
points) beforehand. If the number of skipping of three2 households was done
No substitution or call back was to
starting points were more than the after each successful interview to avoid
be made in this survey. If both the
number of areas inside a union council, the neighborhood bias. The
respondents were either unwilling or
some areas were randomly dropped. enumerators were instructed to give
The field team ensured that a maximum unavailable, then the enumerators
preference to joint interviews with both
geographical coverage of an area was proceeded to the house on the
men and women heads of households.
made certain in such instances. If only one of them was available, right-hand side and asked permission
interviews were conducted with the for an interview from the neighboring
Once the surveyor was inside the household. The enumerator was
available and willing respondent. As in
sample area, he or she went to the required to keep moving to the next
Phase 1, the men and women
chosen starting point and selected the house on the right-hand side until
interviewed were those who were the
first household using the balloting he or she conducted an interview
main decision makers in the household
technique to ensure randomness in the
regarding matters and expenditure successfully. The demographic profile
pertaining to household water of the respondents is given in
2
‘Three’ was chosen arbitrarily. and sewerage. Appendix B.
21
22
Water and Sewerage Services
in Karachi: Citizen Report
Card—Sustainable Service
Delivery Improvements
Water Services
Availability, Access, and Usage of
Water Sources
What Sources of Water do People
have Access To and Use in the
Nine Towns in Karachi?
The sources of water most widely
available and used were obtained
based on usage, such as drinking,
washing, and bathing. Besides
identifying some of these indicators,
the qualitative phase of the study
also helped to determine the
associated details.
The sources were divided into
three categories: 2. Sources located outside the donkey or horse carts, and private
household: This category includes individuals, as well as bottled or
1. Sources located within the water sources such as ponds, rivers, canned water.
household: These primarily include canals, and common wells situated
sources such as an individual or outside the household or the community As Figure 1 reveals, connections from the
community connection from the main premises. Borewells operated by hand mains water supply sources account for
line, both legal and illegal. Other or motor also fall within this grouping. the largest available source for
sources which fall within this category households in Karachi; this is followed by
include individual or shared boreholes 3. Sources which required water to private vendors like water tankers. This
dug inside the household or the be purchased or delivered: This drives home the fact that the Karachi
community compound. category includes water sold by tankers, Water and Sewerage Board (KW&SB) is,
by far, the most prominent provider of
Figure 1: Overall access to water sources water to households in Karachi. However,
what is disconcerting is that more than
one-third (37 percent) of all mains users
are reportedly using illegal means to
access water. Illegal connection from the
mains line was found to be a frequently
occurring trend in Gadap (45 percent),
Saddar (49 percent), and Sindh Industrial
and Trading Estate (or SITE, with 51
percent). Half of Saddar’s population
relies on illegal connections from the
mains line, while the other half obtains its
water through vendors, boreholes, and
legal connection, from the mains.
Source: Data compiled during a pilot Citizen Report Card on water, sanitation, and Orangi reports the maximum number of
sewerage services in Karachi.
legal connections.
23
Table 3: Water source profiles across towns (in %)
Source Gadap Bin Qasim Gulshan Orangi Kemari Saddar Gulberg Nazimabad SITEa
Mains connection (legal)—personal storage 35 46 22 63 25 12 58 55 26
Mains connection—shared storage 0 9 25 1 3 15 11 20 2
Mains connection (illegal)—personal storage 45 29 30 35 37 49 23 30 51
Boreholes, personal storage 1 4 6 3 14 4 23 14 3
Boreholes, shared storage 0 0 5 0 1 15 5 3 10
Vendors—donkey carts or bicycles 5 16 3 1 16 8 0 0 3
Vendors—private tankers 20 18 22 34 16 16 7 16 28
Bottled or canned water 2 6 13 2 30 20 14 16 13
Note: Figures aggregated across columns exceed 100 due to multiple responses.
a. SITE stands for Sindh Industrial and Trading Estate.
Source: Data compiled during a pilot Citizen Report Card on water, sanitation, and sewerage services in Karachi.
Table 4: Sources of water for domestic use and drinking The usage profiles also indicate that
legal (36 percent) and illegal (34
Usage (%) percent) forms of mains connections
Source Domestic use Drinking are the most commonly used sources
of water for domestic use across all the
Borewell with motor or handpump 2 3
towns (see Table 4).
Borehole—personal storage 7 3
However, significant spatial variations
Bottled or canned water 4 4 have been observed. A large proportion
(14 percent) of Kemari residents uses
Mains connection—personal storage 36 34
bottled or canned water for drinking.
Mains connection—shared storage 9 8 Many households in Saddar (15
Mains connection (illegal)—personal storage 34 34 percent), Gulshan (21 percent), and
North Nazimabad (17 percent) use
Vendor—bicycles or donkey carts 4 3 shared connections from the mains
Water delivered by private tankers 11 7 lines. This type of connection was
found to be used mostly in community
Borehole—shared storage 4 1 living environments whereby
households share a common storage
Source: Data compiled during a pilot Citizen Report Card on water, sanitation, and sewerage
services in Karachi. tank which is supplied water through
a mains line connection. Gadap
24
Water and Sewerage Services
in Karachi: Citizen Report
Card—Sustainable Service
Delivery Improvements
(12 percent), Gulshan (12 percent), and
Orangi (15 percent) purchase a significant
portion of their drinking water from
water tankers.
Almost similar trends were found in the
profiles for water for domestic use; all the
towns rely heavily on legal and illegal
connections from the mains line for
domestic use. However, at least 10
percent of the households in Gadap,
Bin Qasim, Gulshan, Orangi, Kemari, and
SITE use tankers as their main source of
domestic water.
How Regular is the Supply of Water
from the Mains Connection?
Almost 45 percent of respondents are
supplied drinking water seven days a
week from the mains connections during
normal times. In Bin Qasim, nearly 81
percent of households are supplied water
every day. Yet, there was wide variation in
the frequency of water supply across
Table 5: Weekly supply of water from the mains connection (in %)
Days Gadap Bin Qasim Gulshan Orangi Kemari Saddar Gulberg North Nazimabad SITEa
One 0.5 1.0 0.3 22.1 4.4 0.5 0.3 2.8 5.5
Two 2.9 0.3 27.9 6.1 0.5 2.8 10.8 25.1
Three 5.5 2.4 5.6 29.5 15.6 4.1 16.2 21.6 22.5
Four 5.0 4.6 13.4 7.9 11.2 8.4 12.6 13.1 12.8
Five 8.1 5.3 9.0 5.9 6.8 19.6 11.6 6.7 14.4
Six 23.4 1.9 12.0 2.3 9.8 5.4 6.7 3.0 6.8
Seven 53.4 81.4 59.4 3.6 41.7 61.3 49.4 41.1 12.8
Don’t know 4.0 0.5 0.8 4.4 0.5 1.1 0.3
a. SITE stands for Sindh Industrial and Trading Estate.
Source: Data compiled during a pilot Citizen Report Card on water, sanitation, and sewerage services in Karachi.
25
Table 6: Proportion of households experiencing water scarcity across towns
Overall Gadap Bin Qasim Gulshan Orangi Kemari Saddar Gulberg Nazimabad SITEa
(N = 2010) (N = 187) (N = 183) (N = 166) (N = 283) (N = 221) (N = 286) (N = 162) (N = 219) (N = 303)
44.6 37.4 36.6 33.2 56.6 44.2 57.2 32.4 43.8 60.6
a. SITE stands for Sindh Industrial and Trading Estate.
Source: Data compiled during a pilot Citizen Report Card on water, sanitation, and sewerage services in Karachi.
geography. For example, only Instances of Water Scarcity and short term stoppages and
4 percent of respondents in Orangi Coping Mechanisms breakdowns. As Table 5 shows,
and 13 percent in SITE were seasonal water scarcity is experienced
To What Extent did Households
supplied water every day. In fact, by a significant numbers of households
Experience Water Scarcity During
50 percent of households in Orangi (45 percent) of the population in the
the Last One Year?
are supplied water for two days or nine towns surveyed.
Respondents were asked about their
less in a week. During times of experiences during the last year when Wide variations are again observed
water scarcity, frequency of water they faced low or lack of water supply across the different towns. Instances
distribution falls—53 percent of lasting for a long duration (five days or of scarcity are quite intense for
households are supplied water for longer). It was clearly explained to the households in SITE (61 percent) and
three days or less in a week. respondents that this was different from Saddar (57 percent).
In Which Months do Households
Figure 2: Months in which scarcity is experienced Experience Scarcity of Water?
As expected, summer months are the
most stressful for households who
reported scarcity, the peak being the
month of June.
How do People Cope During Times
of Scarcity?
During periods of scarcity, people are
forced to resort to expensive sources
of water. As Table 7 shows, vendors in
the form of tankers (31.3 percent),
illegal connections from the mains
(16.3 percent), and bottled or canned
water (15 percent) were the most
widely availed sources of water during
the months of water scarcity. A
Source: Data compiled during a pilot Citizen Report Card on water, sanitation, and significant number of households in
sewerage services in Karachi. Gadap (10 percent), Bin Qasim (19
percent), Kemari (24 percent), and
26
Water and Sewerage Services
in Karachi: Citizen Report
Card—Sustainable Service
Delivery Improvements
Table 7: Sources used during periods of scarcity
Source Overall Gadap Bin Qasim Gulshan Orangi Kemari Saddar Gulberg Nazimabad SITEa
(N = 2010) (N = 187) (N = 183) (N = 166) (N = 283) (N = 221) (N = 286) (N = 162) (N = 219) (N = 303)
Vendors—tankers 31.3 24.6 36.6 50.6 47.0 18.1 19.6 12.3 26.5 35.6
Mains connection (illegal) 16.3 50.3 12.6 3.6 15.9 15.4 16.8 15.4 8.2 11.6
—personal storage
Bottled or canned water 15.0 2.7 9.8 13.3 2.1 23.1 22.0 19.1 23.7 17.5
Vendors—bicycles or 8.1 10.2 19.1 3.0 1.8 24.4 11.9 – – 3.6
donkey carts
From relatives or 7.5 7.5 3.8 3.6 11.7 3.6 4.9 7.4 4.6 15.2
neighbors
Mains connection— 6.7 1.6 3.8 5.4 9.9 2.7 4.2 16.7 15.1 3.0
personal storage
Mains connection— 3.2 – 4.4 13.9 – – 7.0 3.7 3.7 –
shared storage
Borewell motors or 2.6 1.6 0.5 1.2 3.5 5.4 4.2 3.1 0.5 2.3
handpumps
Boreholes dug using 2.6 – 4.9 2.4 – 1.4 0.7 10.5 7.3 0.3
a drill or machinery—
personal
Standposts or public 1.7 – – 1.8 3.5 0.5 2.1 1.2 5.0 0.7
taps managed by
municipality
Water sold by private 1.2 1.6 0.5 – – 2.3 0.7 – – 4.6
individuals from
other residences
a. SITE stands for Sindh Industrial and Trading Estate.
Source: Data compiled during a pilot Citizen Report Card on water, sanitation, and sewerage services in Karachi.
27
Saddar (12 percent) also purchase water from the mains (legally or illegally) of water acceptable, and that the water
water from vendors on donkey carts tend to obtain water from private was clear; 14 percent of respondents,
and bicycles. Moreover, during months sources during water scarcities. In however, said that they found the water
of scarcity, households supplement comparison, households that primarily muddy. There was not much of a
their water supply from the mains obtain water from private or bottled difference between sources on these
connection and boreholes by borrowing sources tend to keep using the same counts. However, a relatively large
from neighbors, using a community source during water scarcities. proportion of respondents in Kemari
tap, and also by buying from other (20 percent), Orangi (19 percent), and
households in some instances. Citizens’ Perceptions on Quality SITE (19 percent) found the water to be
and Reliability of Services partly muddy.
Data were also analyzed on source-
wise migration between times of What do Citizens Think of the How Frequent are Breakdowns
normalcy and scarcity for the subset Taste, Color, and Smell of and Stoppages?
of respondents who said they Water They Use? Feedback from households using
experienced scarcity. In general, it was The data show that the vast majority of the mains shows very few cases
observed that households that obtain citizens find the taste, color, and smell (15 percent) of major stoppages or
Table 8: Shift in acquisition of drinking water (under normal conditions and during
water scarcity, by source of water)
Sources during Sources during normal supply (%)
scarcity (%) Mains (illegal) Mains (individual) Mains (shared) Water tankers Bottled or canned
Mains (illegal) 37 1 0 0 0
Water tankers 24 33 32 83 2
Bottled or canned 15 8 19 13 96
Donkey carts or bicycles 7 7 8 1 0
Relatives or neighbors 6 10 4 0 0
Boreholes (individual) 2 6 0 0 0
Private vendors 1 1 1 2 0
Boreholes (shared) 1 1 0 0 0
Mains (shared) 0 0 29 0 0
Mains (individual) 0 24 0 0 2
Note: This table displays the source of water that respondents turn to during water scarcity by their source of water under normal conditions. For example,
37 percent of respondents who obtain water from illegal connections to the mains obtain water from the same source during scarcities. Respondents may obtain
water from multiple sources during scarcities and under normal conditions.
Source: Data compiled during a pilot Citizen Report Card on water, sanitation, and sewerage services in Karachi.
28
Water and Sewerage Services
in Karachi: Citizen Report
Card—Sustainable Service
Delivery Improvements
Table 9: Perceptions in quality of water (all sources taken together)
Characteristics Perception Number (%) Reasons for unacceptability of taste Number (%)
Taste Acceptable 96
Unacceptable 4 Brackish or salty 73.2
Mixed with sewage water 23.9
Sweet 98 It is contaminated 0.7
Hard 2 Don’t know 2.9
Color Clear 84
Partly muddy 13.8
Muddy (brownish) 2.1
Smell Acceptable 94.5
Unacceptable 5.5
Source: Data compiled during a pilot Citizen Report Card on water, sanitation, and sewerage services in Karachi.
breakdowns during the last one year.
However, a relatively larger proportion
from SITE (29 percent) and Saddar
(20 percent) reported in the affirmative
on this count. The two most popular
alternative sources of water during
such stoppages from the mains are
private tankers (38 percent) and water
cans (26 percent), both of which
are purchased.
What are the Coping Measures
Adopted by Citizens to Meet
Issues of Adequacy and Quality
of Water?
Though the majority of respondents
expressed satisfaction with the taste,
smell, and color of water they use,
large numbers of households (45
percent) using the mains water report
29
median value was found to be
Figure 3: Percentage of mains water users reporting
Rs. 7,0003). It was also found that
storage facilities
over 93.8 percent of households with
storage tanks reside in a pucca (that
is, stronger) household structure.
Feedback from Users of
Water Sources outside
Residential Premises
How Accessible and Convenient
are Sources Located outside
Residential Premises?
As could be expected, most
respondents reporting use of sources
located outside residences belong to
the lower socioeconomic strata. The
data show that in most cases, these
sources are usually located at a
distance of around 10 minutes from
the residences of the users, covered
mostly by foot in times of both
normalcy and scarcity. The majority of
the users (70 percent) report that the
a. SITE stands for Sindh Industrial and Trading Estate.
Source: Data compiled during a pilot Citizen Report Card on water, sanitation, and sources are accessible 24 hours a
sewerage services in Karachi. day. On an average day of collection
of water, users have to wait for 30
minutes. The water is fetched by
treating the water, probably due to respondents in Bin Qasim, all others mostly adult men. The complaints
the worry of contamination. Boiling report high proportions of use of related to this source included long
the water was found to be the most storage facilities. Further analysis queues, heckling, and quarrelling
popular form of treating water. shows that the presence of a amongst the users.
Households were also asked whether storage tank is positively correlated
they had storage tanks at home to Transparency in
with a household’s socio-economic
cope with unreliable supply. Almost Service Provisions
classification (SEC). The higher the
one-fourth of those with a mains household’s SEC, the higher the Users of mains connections were
connection reported having invested chances of the presence of a queried about how transparent their
in storage facilities. The presence of a storage tank. service providers were in terms of
storage mechanism indicates the billing practices and petty corruption.
uncertainty in water supply. As can This can be explained by the high
be discerned from Figure 3, except cost of constructing such a tank (the How Often do Customers Get
Water Bills?
3
A worrying finding from this survey is
UD$1 = PKR 85 (approximately), as of August 2010. Conversion rates are from www.coinmill.com; all conversions
in the text are approximations. that large numbers of the KW&SB’s
30
Water and Sewerage Services
in Karachi: Citizen Report
Card—Sustainable Service
Delivery Improvements
Figure 4: Percentage of users of mains water source that reported receiving a water bill
a. SITE stands for Sindh Industrial and Trading Estate.
Source: Data compiled during a pilot Citizen Report Card on water, sanitation, and sewerage services in Karachi.
legal customers (38 percent) report overall basis (87 percent). Extremely G People will not waste water.
not receiving any bills for their low awareness regarding the status G Billing is not proportionate to the
consumption of water. Wide spatial of KW&SB as a billing authority was water consumption. The charges
variations were noticed in this context. found among the households of were more than what was being
Over 82 percent of the households Gadap, where a high percentage of supplied or consumed.
with a mains connection in Bin Qasim, bill recipients either quoted an
G Budgeting of water bill will
50 percent in Saddar, and 58 percent incorrect agency (37 percent) or
be possible.
in SITE reported not receiving a bill for were not aware of the KW&SB at all
water consumption. On the other (8 percent). Did Respondents Bribe Any
extreme, most users (97 percent) in Official to Get the Work Done?
The billing charges are neither No cases of bribes paid were
Gulberg reported receiving a
perceived to be too high or too low in reported in this survey, though a
water bill.
most towns except SITE. In SITE, small proportion reported witnessing
For those receiving water bills, the 38 percent believe that the charges someone else paying a bribe to
frequency of receipt is mostly on a for water supply from the mains an official.
monthly basis (87 percent); a few are somewhat high. Most of the
Did Respondents Receive Any
cases of quarterly and annual bills are residents did not offer any conclusive
Advance Notice from the KW&SB
also quoted. Almost one-third of the comments as to whether the billing
Regarding Stoppages?
users (31 percent) in Bin Qasim who should be based on consumption in
received bills report receiving their opinion. Most respondents who reported
annual bills. being affected by major stoppages in
Those who firmly believed that billing water supply could not recollect
The awareness of the KW&SB as a should be based on consumption seeing any advance notice about this
billing authority is quite high on an offered the following reasons: issue from the KW&SB.
31
while those of SITE (77 percent),
Orangi (76 percent), North Nazimabad
(72 percent), and Kemari (58 percent)
preferred interacting with the
authorities collectively.
The issue in most towns was resolved
amicably except in Bin Qasim (47
percent) and Gulshan (58 percent),
where dialog was supplemented with
some kind of pressure by the people.
Interactions with KW&SB officials were
extremely low in most towns. Over 26
percent of the households in the nine
towns did not think it would make any
difference, while over 19 percent did
not know where and with whom they
were supposed to interact. The issues
were related mostly to water stoppages
(79 percent), and a majority preferred
complaining in person. Over 47 percent
of the households who had
approached the KW&SB found its
officials very inaccessible.
Incidence of Waterborne Diseases
Contamination of water has a major
Interaction with the KW&SB problem with water supply never impact on the health of people. This
interacted with the authorities; instead, survey attempted to find out instances
Respondents who were users of the
political representatives like union of waterborne diseases affecting
mains connection were asked a series
councilors and town nazims were most
of questions regarding their nature of sample households in the nine towns.
commonly approached. A distressing
interaction with the KW&SB. Respondents were asked about the
finding from this survey was that
most common waterborne diseases
Over one-third (39 percent) of the 60 percent of the lowest SEC group
they contracted. Information was
households reportedly faced problems (E2) never complained.
collected about the number of persons
in water supply over the past year. The
The mode of interaction also differed affected in the household, the average
incidence of problems was relatively
across different towns. The residents of number of days of the illness (per
higher in SITE (54 percent), Saddar
Gadap (88 percent), Gulshan (82 person), and the cost incurred
(46 percent), Kemari (46 percent), and
percent), Bin Qasim (80 percent), (per person) for the treatment of that
Orangi (42 percent).
Gulberg (77 percent), and Saddar (66 particular disease. On an average, two
However, over 40 percent of the percent) strongly preferred interacting persons in the households were
households who faced some kind of a with the authorities at an individual level affected by typhoid, hepatitis, cholera
32
Water and Sewerage Services
in Karachi: Citizen Report
Card—Sustainable Service
Delivery Improvements
Table 10: Incidence of waterborne diseases and costs incurred dissatisfaction; and along a numerical
scale of 1–10 with 1 being the lowest
Illness No. of persons Days of Costs incurred/ and 10 being the highest. The main
affected illness person (Rs.) source of drinking water has been
broken down into two distinct
Typhoid (N = 227) 2 22 2,000
categories: users of mains line (illegal
Hepatitis (N = 119) 2 68 4,250 and legal connections) and those
Cholera (N = 1144) 2 8 500 households who obtained water from
outside sources.
Dysentery (N = 182) 2 9 500
Source: Data compiled during a pilot Citizen Report Card on water, sanitation,
The average satisfaction with drinking
and sewerage services in Karachi. water distribution among households
across Karachi that primarily obtained
or dysentery. Over 23 percent of the
households were affected by cholera,
which had affected all the nine towns
surveyed. This is so despite the fact that
most households thought that the water
quality (in terms of its color, taste, and
smell) was acceptable (see Table 9). Bin
Qasim (19.4 percent) was the town
which was most affected by this
disease; incidentally, Bin Qasim
had reported significant usage of
water purchased from small-time
street vendors.
Hepatitis is the most expensive disease
to treat at Rs. 4,250 followed by typhoid
(Rs. 2,000). Median values were used to
calculate the costs to exclude the
influence of outliers.
Satisfaction with Water Provision
Citizens’ satisfaction is a direct measure
of the overall effectiveness of a service.
The households were asked to rate their
satisfaction with various aspects of
service delivery according to two
measures—along a scale ranging from
complete satisfaction and
33
water through mains lines (both legally the highest satisfaction (7.36)
and illegally) was 6.74 out of 10. Those amongst the nine towns and SITE the
who obtained water primarily from lowest (6.20) with regard to water
sources outside their domicile, such as from the mains. For sources outside
through private water tankers, were residences, Saddar reports the
markedly less satisfied—the average highest satisfaction (6.05) and Orangi
satisfaction rate with water distribution the lowest (2.80)
among households that obtained water The KW&SB can take credit for this
primarily from outside the household verdict, as the users of the mains
was an abysmal 3.93. Gulberg reports connection for drinking water report a
Table 11: Average satisfaction levels with drinking
water distribution by source of water
City/town Source
Main Outside domicile
Karachi 6.74 3.93
Gulberg 7.36 3.60
North Nazimabad 7.13 5.23
Saddar 6.99 6.50
Bin Qasim 6.96 5.93
Kemari 6.90 3.57
Gulshan 6.49 4.06
Gadap 6.35 3.09
Orangi 6.29 2.80
SITE 6.20 3.33
Source: Data compiled during a pilot Citizen Report Card on water, sanitation, and sewerage
services in Karachi.
34
Water and Sewerage Services
in Karachi: Citizen Report
Card—Sustainable Service
Delivery Improvements
Table 12: Areas for improvement
Gadap SITE Saddar Kemari Orangi Bin Qasim Gulshan Gulberg North Nazimabad
First Regularly Regularly Regularly Regularly Regularly Regularly Time taken Clean Clean
priority available available available available available available to attend to water water
water water water water water water problems
Second Clean water/ Clean Clean Clean Strong Adequate Regularly Regularly Regularly
priority strong water water water pressure water for available available available
pressure from mains household water water water
Source: Data compiled during a pilot Citizen Report Card on water, sanitation, and sewerage services in Karachi.
higher satisfaction on an overall basis, Areas for Improvement towns suggested that the KW&SB
with their coefficient of variance being should first prioritize water availability
Most households cite the need for
on a lower side as compared to and then address water cleanliness.
regular availability of water as the
the ratings provided by users of However, residents of Gulshan felt
area the KW&SB could improve the
other sources. that the KW&SB should first prioritize
most. When asked about the areas
This finding is further reiterated by the in which the KW&SB should prioritize the improvement of its grievance
town level analysis which shows that any reforms, a majority of redress system, and households in
all the households of the nine towns households suggested that the Gulberg and North Nazimabad
rate the satisfaction with mains water agency should first concentrate on suggest that the KW&SB first
higher than their counterparts who providing a frequent and steady improve the cleanliness of water in
depend on outside sources. source of water. Residents of most those towns.
35
36
Water and Sewerage Services
in Karachi: Citizen Report
Card—Sustainable Service
Delivery Improvements
Sewerage Services
Access to Sewerage Quality and Reliability of
Sewerage Maintenance
Where Does the Waste from the
Toilet Go? How Frequently are Sewerage
Most households surveyed (93 Facilities Cleaned?
percent) had a sewerage connection Almost 83 percent of households
for disposal of toilet waste. However, report that sewers are only cleaned
variations across towns are
when blocked. Barring Gulshan, where
reported. Over 32 percent of the
15 percent of households report that
households in Bin Qasim town were
sewers are generally cleaned once a
reportedly using the drain outside
month, respondents in most localities
their house for waste disposal.
report that sewers are not cleaned
Some households in Kemari
regularly. When sewers are cleaned,
(7 percent) and Gadap (8 percent)
55 percent of households report that
were also using drains in the
absence of a sewerage connection. the work is done by official cleaners
In most instances, the absence of a while 34 percent of households admit
sewerage connection was found in to hiring private cleaners. The latter
informal settlements (69 percent). practice is the most prevalent in
Sewerage connections were also Gulshan and Bin Qasim, where 56
absent in newly established localities percent and 47 percent of households,
where pipelines had not been laid as respectively, reported hiring a
yet (10 percent). private cleaner.
Figure 5: Profiles of toilet waste disposal
a. SITE stands for Sindh Industrial and Trading Estate.
Source: Data compiled during a pilot Citizen Report Card on water, sanitation, and sewerage services in Karachi.
37
Costs Incurred in Maintaining Problems Faced with Sewerage
Sewerage Facilities
How Many Respondents
Did Households Incur Any Faced a Problem with the
Expense for Cleaning Sewerage System?
and Maintenance?
Respondents also have stated that A little under one-fourth of the
official cleaners charge households households (21 percent) had
to clean gutters—67 percent of experienced major sewerage problems
respondents in Sindh Industrial and in the past year. A high percentage of
Trading Estate (SITE) and 62 problem incidences were reported from
percent of respondents in SITE (37 percent), Saddar (29 percent),
Nazimabad reported that official and North Nazimabad (27 percent).
cleaners charged to clear sewers.
Most of the major sewerage problems
On average, official cleaners were related to blocked gutter lines
charged between Rs. 20 to Rs. 50. (65 percent). Households also
Nearly 51 percent of households complained about rain water that
have used their own funds to was stagnant and had no proper
maintain sewers. drainage outlet.
On average, a household spends Over 51 percent of the households
Rs. 500 per year to maintain its who reported being affected by major
connection. Almost 12 percent of sewerage problems had complained
households that did spend their to the authorities. Most of these were
own funds to maintain their in SITE (29 percent), Saddar
sewerage connections spent over (14 percent), and North Nazimabad
Rs. 1,000 per year. (14 percent).
Interactions with the KW&SB on
Table 13: Redress of complaints with different authorities
Sewerage-Related Issues
Yes Yes, partially No Total As observed in the case of water,
households generally approached
Union counselor 37.8 28.1 34.1 100 the officials of the City District
Government Karachi; union
counselors (43 percent) or the nazim
Town nazim 64.7 17.6 17.6 100
(37 percent). Most complaints were
communicated in person (81
Union council nazim 31.7 30.4 37.9 100 percent). Other methods included
telephone calls (10 percent), letters
Water board (N = 33) 6.1 12.1 81.8 100 (5 percent), and complaint registers
(3 percent).
Source: Data compiled during a pilot Citizen Report Card on water, sanitation,
and sewerage services in Karachi. However, as can be discerned from
Table 13, problem resolution was
38
Water and Sewerage Services
in Karachi: Citizen Report
Card—Sustainable Service
Delivery Improvements
Table 14: Average satisfaction with sewerage unfortunately quite low, with over
80 percent of the households’
City/town Score (maximum: 10) complaints to the Water Board
still pending redress. Only the
Gadap 7.23 town nazim seems to take
immediate action on the
Gulberg 7.05
complaints received.
Kemari 6.95
Satisfaction with
Gulshan 6.65 Sewerage System
Orangi 6.44 The average satisfaction among
households across Karachi
Saddar 5.9
towards sewerage services was
North Nazimabad 5.85 6.35 out of 10. There were,
however, variations in the
Bin Qasim 5.7
satisfaction of households
SITEa 5.24 towards sewerage services in
different towns. For example,
Total (for Karachi) 6.35 households in Gadap had an
average satisfaction of 7.23 on
a. SITE stands for Sindh Industrial and Trading Estate.
Source: Data compiled during a pilot Citizen Report Card on water, sanitation, the high end, while households in
and sewerage services in Karachi. SITE had an average satisfaction
of 5.24.
39
40
Water and Sewerage Services
in Karachi: Citizen Report
Card—Sustainable Service
Delivery Improvements
Public Toilets
Availability and Usage of and 72 percent reported that public
Public Toilets toilets are generally safe. Sixty-five
percent of respondents felt that toilets
Public toilets are found in parks, shops,
were clean either most of the time or
plazas, and mosques. About 1 percent
always. Only 14 percent of respondents
of respondents categorize themselves
found that water was rarely or never
as highly frequent users of public toilets
available in toilets.
and 10 percent of respondents
categorize themselves as rare users. Forty percent of households reported
Over 19 percent of households in that queues were present only rarely
Karachi have used a public toilet. Most while 33 percent reported that queues
of the users are found in Gadap (17.7 were present either most of the time
percent), Bin Qasim (16 percent), and or always.
Kemari (16.6 percent).
Satisfaction with Public Toilets
Service Delivery Issues
The average satisfaction among
Almost 70 percent of households found households across Karachi towards
the location of toilets to be convenient public toilets was 6.64 out of 10. Again,
Table 15: Average satisfaction with public toilets
Public toilets Mean score (out of 10)
Gulshan 8.69
Gadap 6.97
Saddar 6.83
Orangi 6.75
SITEa 6.41
Bin Qasim 6.38
Gulberg 6.21
Kemari 5.88
North Nazimabad 5.70
there was great variation in satisfaction
Total (for Karachi) 6.64 rates across towns—the average
satisfaction level in Gulshan was 8.69
a. SITE stands for Sindh Industrial and Trading Estate.
on the high end, while the average
Source: Data compiled during a pilot Citizen Report Card on water, sanitation,
and sewerage services in Karachi. satisfaction in North Nazimabad was
5.70 on the low end.
41
42
Water and Sewerage Services
in Karachi: Citizen Report
Card—Sustainable Service
Delivery Improvements
General Perceptions and Opinions
Nearly 37 percent of respondents felt service delivery. Those in favor of increase as a result of market forces and
that water and sewerage services have private sector involvement cited that government employees would lose
improved over the last two years. Close potential improvements in service their jobs. Over 80 percent of
to 29 percent felt that water and delivery, such as fewer water shortages households felt that information should
sewerage services have greatly and frequently cleaned sewers in be disseminated through television.
improved while 22 percent were addition to greater transparency and Some also wanted such information to
indifferent. Almost 49 percent of responsiveness. Those against the be made public through neighborhood
respondents were against the notion of private sector’s involvement in public meetings (8 percent), newspapers
private sector involvement in public service delivery felt that prices would (9 percent), and radio (1 percent).
43
44
Water and Sewerage Services
in Karachi: Citizen Report
Card—Sustainable Service
Delivery Improvements
Causal Factors for Complete Satisfaction
The satisfaction ratings discussed in from the corresponding expected
this survey are based on self- frequencies. In other words, chi-
assessment by the utility, of some square measures the magnitude of
selected services by various users. the discrepancy between expectation
Since user satisfaction feedback is an and observation. This test can be
important component of the applied to test the goodness of fit;
assessment of public services carried test the homogeneity or the
out, it may be useful to explore the significance of population variance;
significance of the relationship between and test the significance of
satisfaction levels and some critical association between two attributes.
parameters or indicators of the
service. With this objective, an effort A chi-square test of association was
was made to identify critical parameters carried out for the services probed in
this Citizen Report Card to explore
of services that influence complete
the strength of linkages between a
satisfaction as expressed by
set of independent variables (service
relevant users.
parameters or attributes) and a
The chi-square test is an important dependent variable (complete
test among the several tests of satisfaction). The chi-square tests
significance developed by statisticians. resulted in an interesting order of
The chi-square (symbolically written variables that impact complete
as χ2) is a measure of the degree to satisfaction. Consolidated findings are
which observed frequencies deviate discussed here.
Table 16: Factors of complete satisfaction with water
supplied through the mains
Parameters Chi-square Rank
values
Costs associated with it 1205.04 1
Adequacy of water during normal times of supply 867.22 2 Explaining Complete Satisfaction
(that is, water available from this source is enough with Water Supplied through
to meet the needs of the family) the Mains
Quality of maintenance (for example, of water pipes, 866.72 3 While variations across towns are
wells, pumps, and so on) depicted in Table 17, Table 16 shows
Other aspects of water quality (that is, whether water 798.85 4 the chi-square values and the relative
is clear, has acceptable taste and smell, and so forth) ranks based on their values. Costs (to
Regularity of water supply during normal periods of 790.33 5 the household) associated with
water supply accessing water, followed by
Behavior of staff 513.32 6 adequacy of water to meet household
requirements and quality of
Source: Data compiled during a pilot Citizen Report Card on water, sanitation,
and sewerage services in Karachi. maintenance are the first three major
determinants of overall satisfaction.
45
Table 17: Satisfaction with water supply from the mains
(top three causal factors across towns)
Towns Rank 1 Rank 2 Rank 3
Gadap Billing system Associated costs Other aspects of water quality
Bin Qasim Regularity of water supply Regularity of water supply during Adequacy of
during normal times scarcity times water supply
Gulshan Associated costs Quality of maintenance Adequacy of water supply
Orangi Adequacy of water supply Regularity of water supply during Quality of maintenance
normal times
Kemari Associated costs Billing system Adequacy of water
Saddar Regularity of water supply Associated costs Billing systems
Gulberg Regularity of water supply Adequacy of water supply Associated costs
Nazimabad Associated costs Adequacy of water supply Quality of maintenance
SITEa Billing system Quality of maintenance Adequacy of water supply
a. SITE stands for Sindh Industrial and Trading Estate.
Source: Data compiled during a pilot Citizen Report Card on water, sanitation, and sewerage services in Karachi.
46
Water and Sewerage Services
in Karachi: Citizen Report
Card—Sustainable Service
Delivery Improvements
Table 18: Factors of complete satisfaction with
sewerage connections
Parameters
Chi-square Rank
Cleaning of sewers 6279 1
Problem resolution 6020 2
Condition of sewers 6016 3
Source: Data compiled during a pilot Citizen Report Card on water, sanitation, and
sewerage services in Karachi.
Explaining Complete Satisfaction Thus, regular cleaning and maintenance
with Sewerage Connections of sewers and speedier grievance
Variations across towns are depicted in redress will improve satisfaction with
Table 19. sewerage connections.
Table 19: Satisfaction with sewerage connections (top three causal factors across towns)
Towns Rank 1 Rank 2 Rank 3
Gadap Condition of sewers Problem resolution Cleaning of sewers
Bin Qasim Problem resolution Cleaning of sewers Condition of sewers
Gulshan Cleaning of sewers Problem resolution Condition of sewers
Orangi Condition of sewers Problem resolution Cleaning of sewers
Kemari Condition of sewers Cleaning of sewers Problem resolution
Saddar Cleaning of sewers Condition of sewers Problem resolution
Gulberg Problem resolution Cleaning of sewers Condition of sewers
Nazimabad Problem resolution Condition of sewers Cleaning of sewers
SITEa Condition of sewers Problem resolution Cleaning of sewers
a. SITE stands for Sindh Industrial and Trading Estate.
Source: Data compiled during a pilot Citizen Report Card on water, sanitation, and sewerage services in Karachi.
47
Table 20: Factors of complete satisfaction with public toilets
Public toilets Chi-square Rank
Adequacy of public toilets 898 1
Location of public toilets 808 2
Cleanliness of public toilets 780 3
Water availability in public toilets 626 4
Source: Data compiled during a pilot Citizen Report Card on water, sanitation,
and sewerage services in Karachi.
Table 21: Roadmap for service improvement
Service Areas of improvement
Water supply • Rationalizing cost of water
• Ensuring adequacy of supply
• Ensuring timely maintenance
Sewerage • Regular cleaning and maintenance of sewers
Explaining Complete Satisfaction
• Speedy grievance redress with Public Toilets
Public toilets • Setting up more facilities in convenient locations Increasing the number of public toilets
in the towns, putting them at
• Ensuring cleanliness
convenient locations, and ensuring
Source: Data compiled during a pilot Citizen Report Card on water, sanitation,
cleanliness are indicated as the
and sewerage services in Karachi. key determinants of (current)
user satisfaction.
48
Water and Sewerage Services
in Karachi: Citizen Report
Card—Sustainable Service
Delivery Improvements
Institutionalizing Citizen
Report Cards in Karachi
There are three specific possibilities users, regarding the courtesy shown by G Support the creation of local fora
that this exploratory Citizen Report the staff or motivation of the staff, may and opportunities for increased
Card (CRC) exercise opens up within point to specific aspects of personnel consultation and participation
the existing institutional framework management and development that from customers.
of water and sewerage services need attention.
in Karachi. G Mobilize additional resources
There are multiple ways that the KW&SB to change polices or
can utilize the CRC findings to facilitate improve implementation of
Using CRC as an Internal Change
improvements in services. In many existing policies.
Management Tool: The Premise
ways, what distinguishes a CRC from a
G Implement spatial uniformity.
The patterns of ratings and problems regular survey is the postsurvey strategy
highlighted in the CRC can be used to to build upon the ‘symptoms’ provided
Using CRC for Internal Reforms:
diagnose the weak links in the Karachi by the CRC, and design effective and
The Strategy
Water and Sewerage Board’s (KW&SB) focused responses. Some of the
operations. The objective scores and responses that the KW&SB can “When a physician checks the
measures offer a clear indication of the consider are: temperature and blood pressure of a
severity of these weaknesses. For patient, she is looking for the
instance, a slightly worrying finding G Redesign service delivery processes. symptoms of the illness. She then
ensuing from this exercise is the wide uses the test results to do an expert
G Respond to the unique needs of
variation in service quality across diagnosis of the patient’s condition.
various customer strata (poor versus
different towns. This clearly signals The remedies she prescribes are
rich localities).
inequity in service provision. Yet guided by the findings of her
another issue is that of the low G Design back-end improvements diagnosis. She will consider different
resolution of complaints. Further (computerization for billing, training of options and dosages before deciding
assessment of the feedback given by staff, and so on). on her prescriptions.�?
Table 22: Exploring future possibilities
Key driver Menu of actions Desired outcomes
Internal review and assessment • Performance monitoring • Identifying service gaps
(Diagnosis)
• Strategizing reforms or responses • Improved service quality
External sharing of findings • Public dissemination of findings • Enhanced transparency
(Accountability)
• Regular customer interfaces • Better customer relations
• Consultations on specific issues • Space for participation
Periodic/Repeat CRC • Identifying service benchmarks • Tracking progress over time
(Benchmarking)
• Reviewing benchmarks • Pressure on poor performers
Source: Data compiled during a pilot Citizen Report Card on water, sanitation, and sewerage services in Karachi.
49
Table 23: From symptoms to reforms: Options generated to respond to specific CRC findings
Key finding Possible reasons Suggested measures Expected risks or barriers Timeline
This medical analogy is helpful in offers the basis for moving on to the to enhance the credibility of the entire
understanding the link between a CRC next step. exercise. Proactive initiatives such as
and the responses or reforms required organizing customer meetings and
from the KW&SB. The information (2) Probing the causal factors underlying open houses can be tried out in the
provided by the CRC can be a useful aid the symptoms is the next step. Those nine towns to bring the KW&SB closer
to diagnosis and a springboard for who engage in this diagnostic exercise
to the people. It is recommended that
further probes into the problems need to have good domain knowledge
following the dissemination of the
identified in the service ratings. For to be able to identify these factors and
CRC, two rounds of public (customer)
example, the ratings of the different their relative importance in a given
meetings be organized at each town
dimensions of a service are very similar context. The diagnosis should result in
level. The first one can be to discuss
the identification of the gaps that need
to the symptoms that a doctor is able to the findings from the CRC and also to
to be filled in order that the services may
read from the test results. If the KW&SB publicly state the responses that the
be improved
gets a low rating on ‘problem resolution’, KW&SB is planning to address some
it means that people are either left (3) The search for reform options that of the emergent issues. Following
dissatisfied with the services or forced to can effectively fill these gaps is the final this, a mid-year review should be
explore other informal options. Here, the step in this sequence. Often, a organized to not only discuss
report card has merely signaled some combination of reforms may be required. progress in the reforms or responses
‘symptoms’ based on feedback from the Domain knowledge and expertise are but also to get public perceptions on
people. But whether they reflect genuine critical to the identification, choice, and the issue.
problems or what their underlying sequencing of reforms.
causes are cannot be inferred from the Yet another possibility is to use the
symptoms alone. What is required is a Since reforms can upset the status quo feedback to realign and review existing
deeper probe into the phenomena and go against the interests of influential standards and norms of services. The
identified by the people and the factors groups, it is also important to strike a institutional spaces created through
that might have contributed to them. balance between the ideal and the regular customer interfaces can also
practical. Broad-based internal be used for customer education
The sequence of steps that can lead the discussions could help to identify the set campaigns and programs.
KW&SB to a set of focused responses of practical reforms or responses. A
and reform options can be described as: It may also be worthwhile to share
model template to capture the ideas and
the critical processes and findings from
reflections is presented in Table 23.
(1) The starting point is the CRC’s this pilot initiative with other utilities
ratings of the different dimensions of the such as power, and sectors such as
External Dissemination of
KW&SB’s. They provide an array of the health and education. A ‘Donor
CRC Findings
symptoms that act as impediments to Roundtable’ can also be organized
effective service delivery. An assessment Dissemination of the CRC findings with to disseminate the learning
of these symptoms and their severity various stakeholders is an essential step among partners.
50
Water and Sewerage Services
in Karachi: Citizen Report
Card—Sustainable Service
Delivery Improvements
Mobilizing Demand for Reform
Communication and Advocacy the survey but also by using the responsibilities, highlights the need for
Strategy in Support of CRC on feedback and information on gaps in reform while also identifying what
Water and Sanitation Services service delivery to demand for reforms are required and, most
in Karachi qualitative improvements in services. importantly, helps create a constituency
demanding reform and improvement.
The information generated through a In this age of communication,
Citizen Report Card (CRC) is credible, information is the fuel that drives the But CRC data are typically statistical,
objective, and provides useful insights media engine. Where a tool such as the and survey-based research is generally
into, and indicators of, citizens’ views CRC generates information on how replete with technical terms not easily
and concerns, which have been used citizens perceive and use public utilities, understood by a general audience.
to initiate wide-ranging processes of media becomes a key ally in the Statistical data need to be translated
reform and transformation. Crucial to dissemination of this information to the into action-oriented information that
the success of such initiatives has been larger population of citizens using these
can create a constituency demanding
citizen participation in the reform services. This dissemination helps build
reform on the one hand, and an
process, not just through responses in awareness of civic rights and
institution committed to undertaking the
reforms demanded on the other.
So, for the CRC process to become
truly participatory, a need was felt to
motivate the ‘demand’ side—by
encouraging citizens to become
involved and coalesce into a
constituency demanding that reform be
an ongoing process of improvement,
of water and sanitation as well as
other civic services, rather than a
one-off exercise.
A strategy was developed to sensitize
the media to a citizen-driven reform
agenda. Through a competitive bidding
process, the media advisory firm of
Panos International was selected
to design and implement a
communication strategy, to be woven
around the whole CRC process. Panos
identified the participating media
‘partners’ through a series of
engagement activities. It proposed
working closely with a smaller group of
print, radio, and television journalists
and professionals—a core group that
could be guided in developing key
messages that bring about desired
51
outcomes in terms of awareness, publications, news directors of This introductory round of meetings,
knowledge, and action. By involving television channels, as well as while creating a supportive environment
the media as a key stakeholder in this proprietors of publishing houses. These for CRC coverage, also helped Panos
way, it was felt that the CRC would media persons would then meet and identify the key journalists (beat
then become a ‘breaking story’, interact with a CRC team comprising, reporters, anchors, radio broadcasters,
reported by the media as it unfolds, where possible and available, the lead news editors, and so on) with whom to
to create mass awareness among consultant Dr. Gopa Kumar Thampi, liaise for subsequent activities, such as
citizens and accountability in WSP CRC Coordinator Mr. Farhan the Media Mission to Bengaluru, Media
service providers. In the historical Anwar, WSP Institutional Development Roundtables, and fellowships, among
perspective of the CRC, this was a Specialist Ms. Maheen Zehra, and others. During most meetings with
pioneering initiative. Panos Country Representative editors, they were asked to identify, and
Ms. Sahar Ali. where possible introduce, the relevant
The objectives were to be achieved beat reporters to the CRC team.
primarily through the private, The CRC was ‘sold’ at these meetings
independent media—a combination like a breaking story in Karachi. Media CRC Introductory Workshops
of mainstream media such as print, persons were encouraged to link the Based on the meetings with editors,
television, and radio, as well as CRC to other major stories—the Panos prepared a list of beat reporters
theater—through a range of activities. upcoming elections, for example, or the who would be assigned any stories
The activities unfolded in three monsoons and its impact on water and about the Karachi Water and Sewerage
phases—presurvey, survey, and sanitation services. Board (KW&SB). Two informal sessions
dissemination—linked with the
phase-wise planning of the CRC
Box 4: Media organizations and persons visited
process itself.
Program Objectives Print media
G Sensitize the media. G Mr. Mudassir Mirza, Deputy Editor, Jang newspaper, Karachi
G Build media capacity for
G Mr. Kamal Siddiqi, Editor Reporting, The News, Karachi
informed and action-oriented
CRC reporting. G Mr. Bahzad Alam, News Editor/City Editor, Dawn
G CRC advocacy.
G Mr. Fazal Qureshi, Chief Editor, Pakistan Press International news agency
Phase I: Program Activities
Electronic media (including radio)
Presurvey—Media Engagement
and Media Visits G Mr. Azhar Abbas, Director, News and Current Affairs, Dawn News
The first step was to build an enabling
environment for the coverage of the G Mr. Rasheed Channa, Vice President, ARY One World, Karachi
CRC by the media. Panos conducted
G Mr. Masoom Rizvi, Editor, News, Aaj TV, Karachi
a series of introductory engagements
and activities aimed at sensitizing the
G Mr. Mehdi Raza, Chief Executive, Karachi 107
city’s key media houses. Panos
identified editors of newspapers and
52
Water and Sewerage Services
in Karachi: Citizen Report
Card—Sustainable Service
Delivery Improvements
were then held in the preparatory
Box 5: Media representatives for the Bengaluru Mission
phase of the CRC Communication and
Advocacy Strategy. Informal meetings G Mr. Zeeshan Azmat, Reporter, The News
were organized with the media. These
sessions took place on October 8 and G Mr. Danish Saeed, Commercial Manager, Apna Karachi FM 107
27, 2007. WSP’s CRC coordinator,
Mr. Farhan Anwar, spoke to the G Mr. Aamir Ahmed Khan, Reporter, Geo News
participants on the role of the media.
G Mr. Ishtiaq Hussain, Theater Trainer, Interactive Resource Center
He also expressed the expectation that
the media would not just report the
CRC but popularize it among citizens
and help in creating a constituency advocacy organizations have kept the problems of his constituents, learnt
demanding reform in the KW&SB’s pressure on utility companies and other about community radio, and
water and sanitation services. city government institutions, particularly discovered how sting journalism is
Mr. Anwar also shared with the the role the media has played in being carried out by a local television
participants some of the developments this effort. channel, TV9.
in the project, that is, the formation of
The Media Mission was held from Orientation Workshop I
an Advisory Committee at the City
February 25 to March 1, 2008, and an Stakeholder consultative dialog: With
District Government Karachi, which
intensive agenda was prepared in the survey under way, Panos
included high-ranking officials of the
consultation with The Public Affairs organized a context-setting activity for
KW&SB and representatives from
Center in Bengaluru. The group visited journalists to understand the wider
prominent civil society organizations.
the offices of leading daily newspapers urban context which impacts water
in the city (The Times of India and and sanitation issues in a burgeoning
Phase II: Program Activities
Bangalore Mirror), met with a theater metropolis such as Karachi. The
Survey—Mobilizing the Media troupe engaged in socially relevant workshop, titled ‘Profiling the Water
Media Mission to Bengaluru: The next theater, interacted with a politician who and Sanitation Sector in Karachi: A
step was to shortlist, from this core was dedicated to solving the civic Stakeholder Consultative Dialog’, was
group of journalists, four reporters who
would travel to Bengaluru and study
media coverage of the CRC. Why
Bengaluru? Because this was the
birthplace of the CRC, where the
Report Card methodology has been
developed, tested, and refined over the
past decade, during which time three
CRCs have also been conducted.
In Bengaluru, the CRC was initiated by
citizens as a campaign demanding an
improvement in civic services. In order
to ‘institutionalize’ citizen demand for
reform in Karachi, it was felt necessary
to study how the city’s residents and
53
held on April 18, 2008. Subject
specialists from the public and
private sectors made presentations
on various aspects of the city’s water
and sanitation issues. Questions of
water quantity and availability,
sources, supply versus demand,
water quality, the politics of
distribution, pricing, conservation
practices, institutional challenges
such as leakage, and many others
were addressed and attempted to be
answered by representatives of
government institutions such as the
KW&SB, private organizations such
as Urban Resource Center, Shehri-
Citizens for Better Environment,
Karachi Water Partnership, Orangi
Pilot Project, Transparency
International, consumer rights
organizations such as The Helpline
Trust and Consumers Association of
Pakistan, and water experts from
Water and Sanitation Program (WSP). on water and sanitation. Freelance Prior to the commencement of
The role of the media in reporting journalists were also included in the fellowship, an orientation
civic issues and the challenge of this activity. workshop was organized where
keeping citizens’ concerns on the story ideas were deliberated upon
media agenda were also discussed Fellowships were offered to five and refined with inputs from
by senior journalist and renowned journalists to write two articles each, Mr. Farhan Anwar, CRC Coordinator,
columnist, Mr. Ghazi Salahuddin. covering different aspects of water WSP, and Mr. Shahid Saleem
and sanitation. The fellowship (ex-Deputy Managing Director,
CRC Media Fellowships provided a training opportunity Planning, KW&SB).
In addition to a workshop for beat for journalists to report more incisively
reporters, Panos offered fellowships on urban development. The fellows This activity generated a series of
to journalists from English and worked closely with Panos and vigorously researched and well-
Urdu newspapers reporting on civic experts on water and sanitation written newspaper reports and
issues to produce a series of articles issues who helped refine their stories. features related to water and
sanitation issues, while also
strengthening general journalism
skills. The exercise also developed
“We got to know everything about water and sanitation at the workshop
an ‘elite force’ of reporters on water
held by Panos. It was extremely informative.�?
and sanitation, who can be
Mr. Saif Khan, Reporter, Pakistan Press International news agency
commissioned to write on such
issues in the future.
54
Water and Sewerage Services
in Karachi: Citizen Report
Card—Sustainable Service
Delivery Improvements
Table 24: Citizen Report Card media fellows’ published stories
Journalist Newspaper Dates of publication Headline
Mr. Jamil Khan The Daily Times Monday, May 12, 2008 ‘KW&SB to strengthen supply
network and crackdown on illegal
water connections’
Saturday, May 24, 2008 ‘KW&SB bill scheme goes down
the drain’
Mr. Saif Ali Khan The Nation Monday, May 12, 2008 ‘Clean drinking water a distant
dream for Karachiites’
Business Recorder
Monday, June 2, 2008 ‘Civic experts fear flooding of
Karachi this monsoon’
Mr. Jan Khaskheli The News Monday, May 26, 2008 ‘Narrowing of storm water drains
causing alarm’
Saturday, June 7, 2008 ‘Displaced communities await
provision of water’
Ms. Zofeen T. Ebrahim Dawn Tuesday, May 20, 2008 ‘Water conservation: Case for a
change of lifestyle’
IPS, Dawn Monday, May 26, 2008 ‘Piped water still an
unfulfilled dream’
Mr. Shabina Faraz Jang Midweek Wednesday, May 28, 2008 ‘Halqa-e-fikr se maindain-e-amal
Magazine tak… Rah dushwaar sahi magar na-
mumkin nahin’4
Jang Sunday Sunday, June 1, 2008 ‘Barrhti hui abaadi aur sehat
Magazine ke masaa’il’5
Source: Data compiled during a pilot Citizen Report Card on water, sanitation, and sewerage services in Karachi.
4
This can be translated as: ‘From realm of thinking to action on the ground: The path is difficult but not impossible’.
5
This can be translated as: ‘Issues of increasing population and health’.
55
compiled and included in the The documentary contextualized the
toolkit. Samples of best need for reform of water and
journalism practices in sanitation services in Karachi—it
reporting water and highlighted the lack of accountability
sanitation issues were also and opportunities for citizens to
included in the form of impact public policy, while presenting
articles culled from print the CRC as a tool to generate
media, both national and information from users of public
international. A summary of services in order to improve them.
the final report and a copy of
Finally, the documentary provided a
the documentary, ‘Water
visual record of the CRC process,
Wisdom’ were also included which can also be used for advocacy
in the toolkit. purposes. It could be particularly
Please give cover of Toolkit
beneficial in the long term to
Key documents such as CRC
advocate for institutionalizing the
background material and the
process in the KW&SB, and also
Executive Summary of the
among other civic agencies in
survey report were translated
Media Toolkit Karachi and elsewhere.
into Urdu. A book on Karachi’s urban
A media toolkit titled ‘Water Wisdom
issues, Understanding Karachi, by From conception to completion, the
on Tap: A Journalist’s Guide to the
renowned architect and urban planner preparation of the documentary took
Citizens’ Report Card on Water and
Mr. Arif Hassan was included in the several months. Detailed briefing
Sanitation Services in Karachi’, was
toolkit. Both Urdu and English sessions with the film-maker,
compiled, designed, and published
versions of the book were distributed. Ms. Maheen Zia, were followed by
by Panos for dissemination on the
day the CRC survey findings were constant facilitation in securing
CRC Documentary
made public in Karachi. The toolkit interviews with key stakeholders. The
Panos commissioned a 15-minute
contained background information Panos team and the WSP CRC
film, ‘Water Wisdom: Hearing
developed by the Public Affairs coordinator assisted the film-maker
Citizens’ Voices on Water and
Center on CRCs. It also included with questions for the interviews.
Sewerage Services’, documenting the
profiles of the organizations involved Once filming was complete, the
CRC process and building a case for
in the CRC survey and associated script underwent several revisions.
the need for citizen engagement with
activities. A list of organizations and The commentary was also edited
the state on civic services. The
individuals whom the media could several times and rewritten by Panos
documentary also highlighted the
contact for further information on to achieve clarity, simplify language,
need for greater civic responsibility on
water and sanitation issues was and reduce length.
the part of citizens.
Urdu and English versions of the
documentary were prepared. The
English version of the documentary
“The list of water and sanitation contacts in the toolkit is extremely
was screened at the CRC survey
useful—a great idea!�?
dissemination workshop, and its
Mr. Waqar-ul-Hassan, Assistant News Producer, FM 107
copies were enclosed in the
media toolkit.
56
Water and Sewerage Services
in Karachi: Citizen Report
Card—Sustainable Service
Delivery Improvements
Phase III: Dissemination—
Institutionalizing Reform and
Mobilizing Citizens
CRC Findings:
Public Dissemination
Once the survey was completed, the
findings were disseminated to
stakeholders, including the media,
through a public event held in Karachi
in collaboration with the Karachi Water
Partnership (Member, CRC Advisory
Committee) on June 5, 2008, which Dr. Thampi made his analytical The theater presentations helped
coincided with World Environment Day. presentation of the survey. Then the disseminate CRC findings among
The event was a one-day consultative journalists were asked to share any citizens in a creative, entertaining,
seminar and partners’ meeting to share story ideas they may have identified. and participatory manner. The
the findings of the CRC and the Karachi These were fleshed out, and other story CRC’s statistical data were brought
Water Partnership. The survey results ideas added on to generate a list of to life on stage in a series of
were analyzed and an executive ideas for further investigation and real-life situations highlighting
summary of the report, as well as a reporting. Stories were assigned to citizens’ problems and concerns
copy of Dr. Gopa Kumar Thampi's journalists based on their interest. about water supply and
analysis, were released to the media at sanitation services.
this event in printed form, as part of the Interactive Theater Presentations
media toolkit (that is, ‘Water Wisdom Following his participation in the Media This reminded citizens of their civic
on Tap: A Journalists’ Guide to the Mission to Bengaluru, Mr. Ishtiaq rights, helped stimulate debate
Citizens’ Report Card on Water and Hussain of the Lahore-based Interactive among them on critical civic issues,
Sanitation Services’) as well as through Resource Center (IRC) worked with a and underscored that their
a multimedia presentation summarizing Hyderabad-based theater group, Murk, involvement is necessary to
the context of the survey, its to develop a 15-minute theater improve the water supply and
methodology, and key findings. presentation on Karachi’s water and sanitation services they receive.
sanitation issues. Other sources of A key objective of the theater
Orientation Workshop II information for developing the presentations was to help build a
The second orientation workshop, presentation were citizen interviews constituency for demanding reform
‘Understanding Citizens’ Report Card: recorded for the documentary, story among the citizens of Karachi. This
Workshop to Interpret CRC Data’, was ideas prepared for media fellowships, was evident in the interactions after
held on June 6, 2008, the day after the the CRC Survey Report, and the the presentations, when a number
survey findings were made public. It content of focus group discussions held of participants took to the stage to
focused on demystifying CRC statistics. during the questionnaire’s development. share their specific water and
After an initial introduction to CRC with sanitation problems, and demand
the screening of the documentary, A series of eight theater performances of local government officials
‘Water Wisdom: Hearing Citizens’ were organized by Panos’s partner in (wherever they were present) to
Voices on Water and Sewerage Issues this activity, the IRC. Performances were solve them. The IRC carried out the
in Karachi’ (which many journalists had held in all of the surveyed towns of video documentation of the
missed seeing the previous day), Karachi, except in Kemari. performances and interactions.
57
Table 25: Program objectives, outputs, and outcomes by activity
Proposed activity Objective Output Expected outcome
Presurvey phase
Media visits and CRC Sensitize the media Introductory write-ups, Media is sensitized
introductory workshops curtain-raiser articles
on CRC
Survey phase
Media Mission to Sensitize the media Mission report Media understands CRC objectives
Bengaluru and what it can achieve
Orientation workshop I: Sensitize the media Orientation workshop Media understands CRC context
Profiling the water and
sanitation sector in Karachi
Media fellowships Build media capacity for Series of reports in Media reporting on CRC is in-depth, accurate
informed and action- print and electronic and investigative; advocacy for citizen-led
oriented CRC reporting media reform and accountability mechanisms to be
included in political party manifestos
Media toolkit Build media capacity for Media toolkit Media reporting on CRC is in-depth, accurate,
informed and action- and investigative
oriented CRC reporting
CRC documentary CRC advocacy 15-minute CRC Documentation of CRC process
documentary
Dissemination phase
CRC findings and their Build media capacity for Coverage of CRC A high-profile event which brought together
public dissemination informed and action- survey key findings civil society, citizens, the city’s mayor, and
oriented CRC reporting KW&SB management in a constructive
and CRC advocacy session where the CRC survey findings were
critiqued and Karachi’s water and sanitation
services discussed
Orientation workshop II: Build media capacity for Orientation workshop Statistical data demystified; media's capacity
Understanding CRC informed and action- built to interpret statistical data into insightful
oriented CRC reporting media outputs (reports and features)
Theater presentations CRC advocacy Theater performances CRC data disseminated among citizens; CRC
advocacy; citizen mobilization for reform of
public utilities
Source: Data compiled during a pilot Citizen Report Card on water, sanitation, and sewerage services in Karachi.
58
Water and Sewerage Services
in Karachi: Citizen Report
Card—Sustainable Service
Delivery Improvements
Lessons Learnt: Challenges
and Constraints
G Competing for media
attention during a period of
heightened political activity.
One of the greatest challenges to
the program was securing media
attention and interest during a
period of heightened political activity
and turmoil in Pakistan. The
transition from quasi-democratic,
military-led rule to a democracy
through a general election and
the tensions created by the
assassination of a leading political
personality, created an environment
where the CRC story faced stiff
competition. Securing space for
citizens’ concerns continues to
pose a challenge for organizations
pursuing development activities
in Pakistan.
A political event-obsessed media G Lack of interest of TV media. Recommendation: See previous
often ignores the wood for the recommendation.
trees—obsessively pursuing Perhaps the biggest offender in
politicians for their statements and connection with the above point was G Fragmented community
paying little heed to citizens’ views. television. A disappointing lack of mobilization in a megacity with
Keeping Karachi’s water and initiative, consistency, and interest was multiple political affiliations.
sanitation issues on the media observed among television journalists
and the channels they represented, in The theater component faced problems
agenda was a constant challenge.
development stories. They were found related to community mobilization. In a
Recommendation: Greater trailing and tailing politicians and other city of 16 million, it was perhaps an
engagement with editors and political personalities and making unrealistic expectation from a single
policy-makers of television channels reports based on their statements, community-based organization to
is required to create space for civic without any inclination to widen the mobilize people from diverse
issues. Panos proposed a snappy scope and horizon of media coverage communities across the city. Moreover,
content survey followed by a series by giving space to issues of public in a city like Karachi where a multiplicity
of media dialogs with editors to interest and relevance. Unfortunately, of political affiliations are to be found
share the findings, building a case television channels seem to be setting within a community or locality,
for prioritizing issues that affect the the media agenda, with newspaper mobilization is often a feat only the
lives of citizens. reporters following the lead. politically well-connected and savvy
59
G Managing Karachi Water and
Sewerage Board’s sensitivity to
media criticism while refraining
from ‘media management’.
Consideration of the Board’s sensitivity
to critical media coverage was a
challenge. An understanding of how
media functions, and of the nature and
psyche of its reporters and desk editors
is uncommon among people outside
the media industry. Building bridges
between these two universes—to
enable outsiders to respect the media’s
role and responsibility—was a constant
challenge in the program. It is important
to point out that the concept of ‘media
management’ is condescending. Panos
Pakistan’s strategy was to ensure that
the media had the necessary
information and tools at hand to report
accurately without trying to impose a
particular bias in the reporting. It must
can achieve. In many places, Recommendation: There is no be understood that such attempts
witnessing a theater presentation—no ‘one size fits all’ in the case of often backfire leading to unnecessarily
matter how entertaining—was not a community mobilization. A strategy negative reporting if one is perceived
priority for the community that had a for mobilization of communities to be trying to influence the objectivity
choice of other types of entertainment suited to specific environments of the media.
or other demands on their time and must be developed. Panos
attention. To a lesser extent, the issue will communicate observations Recommendation: There is a need
of suitable venues that were centrally and experiences from this program to sensitize and educate institutions
located and accessible while also to the IRC and possibly assist outside the media in the workings
being away from the din of traffic, in devising a mobilization of the media in order to build
was another challenge for the strategy which is suited to the a relationship of mutual respect
theater component. megacity environment. and understanding.
60
Water and Sewerage Services
in Karachi: Citizen Report
Card—Sustainable Service
Delivery Improvements
Appendixes
62
Water and Sewerage Services
in Karachi: Citizen Report
Card—Sustainable Service
Delivery Improvements
Appendix A: Mapping the Context for
Citizen Report Card in Karachi
In considering whether to adapt or feel safe conducting public G Quality of media—Is the media
adopt the Citizen Report Card (CRC) feedback exercises like independent? Do media persons
methodology, it is important to assess the CRC? cover issues related to public
whether the local context is suitable. services? Will they cover CRC
The Public Affairs Foundation has G Citizens’ ability to voice findings and present them in an
identified eight factors that are experience—Do citizens feel unbiased manner?
critical to the success of the free to give honest feedback
about government services? G Responsiveness of service
CRC methodology.
providers—Do service providers
G Presence and activism of civil seek consumer or user feedback?
G Political context—How would
society organizations—Are How open would they be to
political institutions in Karachi react
there active nongovernmental independent assessments on
to methodologies such as CRC?
organizations or community- their performance?
G Decentralization—Do utilities like based organizations in Karachi?
These indicators were assessed by
the Karachi Water and Sewerage Are they independent and
different sets of stakeholders at a joint
Board have reasonably high nonpartisan?
evaluation workshop organized on April
degrees of financial and
G Survey and research 18, 2007. Participants were asked to
policymaking power?
competency—Are there score each criterion on a scale of 1 to
G Ability to seek feedback—Would demonstrated local skills for 10, with ‘1’ being least favorable and
research or survey organizations survey and analysis? ‘10’ being most enabling (see Table 26).
Table 26: Scores from the stakeholders
Criterion Government Civil society Media Research Average
organizations firms
Political setting 7 4 5 6 5.5
Decentralization 8 8 8 3 6.8
Ability to seek feedback 5 8 8 7 7.0
Ability to voice experience 7 8 10 8 8.3
Activism of civil society organizations 4 6 6 4 5.0
Survey/analysis competency 5 5 4 8 5.5
Quality of media 5 6 8 5 6.0
Responsiveness of providers 7 4 2 6 4.8
Source: Data compiled during a pilot Citizen Report Card on water, sanitation, and sewerage services in Karachi.
63
Appendix B: Demographic Profile
of Respondents
The sample of the survey aimed to cover the education and occupation of the obtaining a minimum of 4 percent
the vast diversity that existed among the chief wage earner of the household from each category.
residents of Karachi. The respondents of (the chief wage earner is the person
the survey were profiled into: who contributes most to the Figure 6 illustrates that most of the
household budget). These SECs have respondents fall in the SEC D
G Socioeconomic Classification (SEC); been determined through natural category. This type includes relatively
incidence occurring from following a well-educated skilled workers; not so
G Household ownership profile;
predetermined sample methodology. well-educated small retailers; and
G Household structure; Table 27 demonstrates the method nonexecutive staff members. Other
of determining the SEC of SECs with high frequencies in the
G Education; and survey were categories E2, C, and B.
each household.
G Gender.
The survey has been able to capture Household Ownership Profiles
Each household interview was classified the diversity in the socioeconomic Over 80 percent of the respondents
into a socioeconomic category based on categories quite successfully, resided in self-owned houses while
Table 27: Determining the socioeconomic classification for households
Occupation of chief earner Education of chief earner
Illiterate Less than School (5-9 Matric Intermediate Graduate Post-
Primary years) graduate
Unskilled worker E-2 E-2 E-1 E-1 D D C
Petty trader E-2 E-2 E-1 E-1 D C C
Skilled worker E-2 E-2 E-1 D D C C
Nonexecutive staff E-2 E-2 D D D C C
Supervisory level D D C C B B B
Small shopkeeper/businessmen D D C C B B A-2
Lower/middle executive, officer D C C C B B A-2
Self employed/employed/professional B B A-2 A-2 A-2 A-1 A-1
Medium businessman B A-2 A-2 A-2 A-2 A-1 A-1
Senior executive/officer B A-2 A-2 A-2 A-1 A-1 A-1
Large businessman/factory owner A-2 A-2 A-2 A-1 A-1 A-1 A-1
Source: Based on survey conducted by AC Nielsen Pakistan (now The Nielsen Company, Pakistan) for PAS 1998.
64
Water and Sewerage Services
in Karachi: Citizen Report
Card—Sustainable Service
Delivery Improvements
Household Structure
Figure 6: Socioeconomic classification of the respondents
Household structure is a very important
demographic in research studies on
water and sewerage. It is an essential
variable in obtaining service provision
trends. Figure 8 provides details of the
household structure of respondents.
Most of the population resides in pucca
(or stronger) houses, that is, where the
roofs and walls of the houses are made
of concrete and there is a toilet and
kitchen in most cases.
In Bin Qasim and Gadap, a significant
population of these towns is living in
houses made of semi kutcha (temporary)
or pucca material, where either the wall
Source: Data compiled during a pilot Citizen Report Card on water, sanitation, or the roof is constructed from concrete.
and sewerage services in Karachi.
Gender
Like other data in the demographic
the remaining 20 percent were living on across almost all the chosen profile, gender count has resulted from a
rent. Figure 7 delineates the overall and sample areas. A minimum of 78 natural incidence through a set and
town-wise household ownership status. percent of residents in every town predefined sampling methodology.
The trend of living in self-owned were reported to be living in self- Table 28 gives the gender mix covered
houses was consistently observed owned houses. in the survey.
Figure 7: Household ownership profile
Source: Data compiled during a pilot Citizen Report Card on water, sanitation, and sewerage services in Karachi.
65
Figure 8: Structure of households
Note: ‘Kutcha’ means temporary; ‘pucca’ means more strongly built houses.
a. SITE stands for Sindh Industrial and Trading Estate.
Source: Data compiled during a pilot Citizen Report Card on water, sanitation, and sewerage services in Karachi.
Table 28: Gender mix Table 29: Educational profiles
Gender % Level of education %
Men 87 Never attended school 23
Women 10 Primary level 12
Joint interview 3 Middle level 12
Source: Data compiled during a pilot Citizen Matric 21
Report Card on water, sanitation, and
sewerage services in Karachi.
Intermediate (F.Sc./F.A.) 14
Educational Profiles Graduate (B.A./B.Sc.) 14
An analysis of the educational profiles
Postgraduate (M.A./M.Sc.) 4
of the respondents (see Table 29)
reveals that most have never attended
Source: Data compiled during a pilot Citizen
school. Another significant portion of Report Card on water, sanitation, and
the population falls in the Matriculation sewerage services in Karachi.
level category.
66
Water and Sewerage Services
in Karachi: Citizen Report
Card—Sustainable Service
Delivery Improvements
Appendix C: Key Stages in a
Citizen Report Card Study
G Assess the applicability of G Sampling. To collect feedback G Disseminate the results. There are
Citizen Report Cards (CRCs). from the entire population would three important points to consider with
Conditions which affect the require too much time and regard to the dissemination of
outcomes of CRCs include the resources. Sampling, when carried CRC findings:
receptiveness of the political out accurately, gathers feedback
G The findings should be constructively
context, the extent of from a sample group that is
critical and should not aim to
decentralization, the extent to which representative of the larger
embarrass or laud a service
citizens can voice opinions freely, population. The appropriate
provider’s performance.
local competency to carry out type of sampling design must
surveys, and advocacy. be determined. G The media is the biggest ally for
dissemination. Prepare press kits with
G Determine the scope and plan G Execute the survey. First, select
small printable stories, media-friendly
the procedures. Next, identify key and train a cadre of survey
press releases, and translations of the
sectors or services to be included in personnel. Second, after a certain
main report into local languages.
the survey, map service provision proportion of interviews are
structures, and identify a credible complete, perform random spot G Following the publication of the CRC
agency to conduct the survey. monitoring of question sessions to survey findings, service providers and
ensure that the recording of users should meet and discuss the key
G Design the questionnaire. Focus
household information is accurate. issues. This not only allows for a
group discussions, involving both
Third, upon completion of each constructive dialog, but also puts
service providers and users, are
interview, go over the information pressure on service providers to
necessary to provide input for the
collected to identify the improve their performance for the
design of the questionnaire.
inconsistencies, if any. next round.
Providers of services may indicate
not only what they have been G Analyze the data. Typically, G Advocacy and service
mandated to provide, but also areas respondents give information on improvements. The findings of the pilot
where feedback from clients can aspects of government services on CRC survey can then be used in an
improve their services. Users may a numeric scale (say, 1 to 10). advocacy program which seeks to
give their initial impressions of the These ratings are then aggregated increase public pressure, build coalitions
service, so that areas that need and averaged, and percentage and partnerships, and influence
attention can be determined. measures are produced. key players.
67
Media Clippings
Water and Sanitation Program
20 A Shahrah-e-Jamhuriat
Ramna 5, G-5/1
Islamabad, Pakistan
Phone: (92-51) 2279641-46
Fax: (92-51) 2826362
Email: wspsa@worldbank.org
Web site: www.wsp.org
December 2010
WSP MISSION:
WSP’s mission is to support poor people in
obtaining affordable, safe, and sustainable access
to water and sanitation services.
WSP FUNDING PARTNERS:
The Water and Sanitation Program (WSP) is a
multi-donor partnership created in 1978 and
administered by the World Bank to support poor
TECHNICAL INPUTS: people in obtaining affordable, safe, and
Dr. Gopa Kumar Thampi, Ayub Sheikh, Tehseena Rafi, Vandana Mehra, and sustainable access to water and sanitation
services. WSP provides technical assistance,
Sahar Ali facilitates knowledge exchange, and promotes
evidence-based advancements in sector dialog.
PEER REVIEWERS: WSP has offices in 25 countries across Africa,
East Asia and the Pacific, Latin America and the
Ayub Sheikh, Superintending Engineer, KW&SB; Javed Shamim,
Caribbean, South Asia, and in Washington, DC.
Head of Internal Reform Program, KW&SB; Simi Kamal, Pakistan Water WSP’s donors include Australia, Austria, Canada,
Partnership; and Farhan Anwar and Farhan Sami Denmark, Finland, France, the Bill and Melinda
Gates Foundation, Ireland, Luxembourg,
Netherlands, Norway, Sweden, Switzerland, the
FIELD COORDINATION OF THE PROJECT: United Kingdom, the United States, and the World
Farhan Anwar Bank. For more information, please visit
www.wsp.org.
OVERALL TASK MANAGEMENT AND SYNTHESIS OF REPORT: AusAID provides WSP-SA
Syeda Maheen Zehra, Senior Institutional Development Specialist programmatic support.
Editor: Anjali Sen Gupta
Photographs by: Asad Zaidi, Panos, and Guy Stubbs/WSP
Created by: Write Media
Printed by: PS Press Services Pvt. Ltd.