Report No. 55117-GH THE WORLD BANK City of Accra, Ghana CONSULTATIVE CITIZENS' REPORT CARD ©2010 The International Bank for Reconstruction and Development/The World Bank 1818 H Street, N.W. Washington, DC 20433 Telephone: 202-473-1000 Internet: www.worldbank.org E-mail: feedback@worldbank.org All rights reserved. First Printed June 2010 This volume is a product of the staff of the International Bank for Reconstruction and Development / The World Bank. The findings, interpretations, and conclusions expressed in this volume do not neces- sarily reflect the views of the Executive Directors of The World Bank or the governments they represent. The World Bank does not guarantee the accuracy of the data included in this work. The boundaries, colors, denominations, and other information shown on any map in this work do not imply any judg- ment on the part of The World Bank concerning the legal status of any territory or the endorsement or acceptance of such boundaries. 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Design and layout by Duina Reyes-Bakovic THE WORLD BANK City of Accra, Ghana CONSULTATIVE CITIZENS' REPORT CARD Accra City -- CONSULTATIVE CITIZENS' REPORT CARD Table of Contents Foreword ........................................................................................................................... 1 Acknowledgements .......................................................................................................... 3 Acronyms and Abbreviations ............................................................................................. 5 RESIDENTIAL LIFE IN ACCRA 7 Accra Metropolitan Assembly Mission Statement.............................................................. 9 Political and Administrative System .................................................................................. 9 City Demographics ............................................................................................................ 11 Housing and Neighborhoods ............................................................................................. 12 Household Income ............................................................................................................ 15 Education Level ................................................................................................................. 17 QUALITY OF LIFE & STANDARD OF LIVING 19 Quality of Life .................................................................................................................... 21 Residents' Responses Across The City at Large ......................................................... 21 Residents' Responses Across The Sub-metros........................................................... 22 Standard of Living ............................................................................................................. 24 Residents' Responses Across The City at Large.......................................................... 24 Residents' Responses Across the Sub-metros ........................................................... 24 A NOTE ON HOUSEHOLDS' SERVICE PRIORITIES & SERVICE SATISFACTION 27 i Accra City -- CONSULTATIVE CITIZENS' REPORT CARD Households' Service Priorities ........................................................................................... 29 Comparing Households' Service Priorities and Service Satisfaction ................................... 29 Comparing Service Priority and Satisfaction: All City Households ............................ 30 Comparing Service Priority and Satisfaction: Households with Better Service Coverage ................................................................ 30 Comparing Service Priority and Satisfaction: Households with Lower Service Coverage ................................................................ 31 The ServiCeS 33 TOILETS AND SANITATION 35 Residents' Service Priority Rating: 1st (out of 7 services)................................................... 37 Residents' Responses Across The City at Large ......................................................... 37 Residents' Responses Across The Sub-Metros........................................................... 38 City Residents' Satisfaction With Service .................................................................. 40 A SPeCiAL iSSUe -- Public Toilet Facilities ............................................................ 43 Policy Implications ................................................................................................... 44 GUTTERS AND DRAINS 45 Residents' Service Priority Rating: 2nd (out of 7 services) ................................................. 47 Residents' Responses Across The City at Large ......................................................... 47 Residents' Responses Across The Sub-Metros ............................................................48 City Residents' Satisfaction With Service ................................................................. 51 A SPeCiAL iSSUe -- Gutter And Drain Blockage .................................................. 54 Policy Implications ................................................................................................... 56 REFUSE AND SOLID WASTE COLLECTION 57 Residents' Service Priority Rating: 3rd (out of 7 services) .................................................. 59 Residents' Responses Across The City at Large ......................................................... 59 Residents' Responses Across The Sub-Metros........................................................... 61 City Residents' Satisfaction With Service ................................................................. 64 ii Accra City -- CONSULTATIVE CITIZENS' REPORT CARD A SPeCiAL iSSUe -- Residents' Willingness To Pay For Refuse & Solid Waste Collection ........................................................................ 67 Policy Implications ................................................................................................... 68 WATER 69 Residents' Service Priority Rating: 4th (out of 7 services) .................................................. 71 Organization of This Section .................................................................................... 72 PArT 1: Households with Ghana Water Company Ltd. Service .......................................... 73 Residents' Responses Across The City at Large ......................................................... 73 Residents' Responses Across The Sub-metros........................................................... 74 City Residents' Satisfaction with GWCL Service ....................................................... 77 Policy Implications For Ghana Water Company Ltd. .................................................. 79 PArT 2: Households' without Ghana Water Company Ltd. Service .................................... 80 Residents' Responses Across The City at Large ......................................................... 80 Residents' Responses Across The Sub-Metros........................................................... 82 City Residents' Satisfaction With Service ................................................................. 83 Policy Implications .................................................................................................. 84 PUBLIC MARKETS 85 Residents' Service Priority Rating: 5th (out of 7 services) .................................................. 87 Residents' Responses Across The City at Large.......................................................... 87 Residents' Responses Across The Sub-Metros........................................................... 87 City Residents' Satisfaction With Service .................................................................. 89 A SPeCiAL iSSUe -- Public Toilet Facilities in Public Markets................................. 91 Policy Implications ................................................................................................... 92 BASIC EDUCATION 93 Residents' Service Priority Rating: 6th (out of 7 services) .................................................. 95 Residents' Responses Across The City At Large ......................................................... 95 Residents' Responses Across The Sub-Metros........................................................... 96 A SPeCiAL iSSUe -- The School Feeding Program ................................................. 99 iii Accra City -- CONSULTATIVE CITIZENS' REPORT CARD Policy Implications ................................................................................................... 101 ROADS 103 Residents' Service Priority Rating: 7th (out of 7 services) ................................................. 105 Residents' Responses Across The City at Large.......................................................... 105 Residents' Responses Across The Sub-Metros........................................................... 108 City Residents' Satisfaction With Service .................................................................. 111 A SPeCiAL iSSUe -- Roadside Vending ................................................................. 113 Policy Implications ................................................................................................... 114 reSidenTS' PerCePTionS of AMA offiCiALS 115 RESIDENTS' PERCEPTIONS OF AMA OFFICIALS 117 Residents' Perceptions ofAMA Officials.............................................................................. 119 Residents' Perceptions Across The City At Large ....................................................... 119 Residents' Perceptions Across The Sub-Metros ......................................................... 121 A SPeCiAL iSSUe -- Residents' Willingness To Pay ................................................ 125 Policy Implications ................................................................................................... 126 AboUT The CiTizenS' rePorTCArd SUrvey 127 FEEDBACK 129 Feedback on the Citizens' Report Card Survey ................................................................... 131 ABOUT THE SURVEY DESIGN 133 About The Survey Design................................................................................................... 135 Survey Questionnaire Development......................................................................... 135 Sample Design ......................................................................................................... 135 Sample Realization .................................................................................................. 135 Fieldwork ................................................................................................................. 136 iv Accra City -- CONSULTATIVE CITIZENS' REPORT CARD Foreword I t is with great pleasure that I introduce the services they receive, and provide feedback on Accra Metropolitan Assembly's first Consulta- their interactions with City officials. My office is, tive Citizens' Report Card. through this Consultative Citizens' Report Card, listening to what Accra's residents are saying. Under my administration, the Accra Metropoli- We will use this information to shape policies tan Assembly (AMA) has introduced a number of and programs so they respond more closely to initiatives to improve services for City residents. residents' needs. And, a future follow-up Con- Some sound progress is being made on these sultative Citizens' Report Card exercise will help initiatives, including on refuse collection, sanita- us assess the progress we are making towards tion, and public basic education. However, I am meeting these needs. aware that, as highlighted in this report, a num- ber of important service issues continue to need This Consultative Citizens' Report Card also contains much information that will be of inter- attention. One overarching imperative is to pro- est and use to City residents. It provides a fact- vide more, and better, services to the AMA's less based picture of service coverage and service well served Sub-Metros and Residential Areas. quality issues across the City at large, and also within each of the eleven Sub-metros. This in- To deliver the needed service improvements, formation will help residents determine how the AMA will need to work in partnership with services in their neighborhood and Sub-metro its constituents, the residents of Accra. This compare with other areas across the City, and means communicating more frequently with help them identify areas which are better or less residents, and actively listening to residents. well served. This Consultative Citizens' Report Card has been designed specifically to facilitate the exchange I would like to extend our thanks to the World of information between City residents and the Bank for partnering with the AMA in designing AMA. It has asked a representative sample of al- and implementing this first Consultative Citi- most 4,000 households, scattered across the City zens' Report Card, and I look forward to a con- and in all Sub-Metros, to identify and prioritize tinued fruitful partnership in the effort to better their service needs, report on the quality of the serve the residents of AMA. Dr. Alfred Okoe Vanderpuije Metropolitan Chief Executive Accra Metropolitan Assembly 1 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD Acknowledgements T his report was undertaken under the aus- Thanks are also due to staff of the Ghana Wa- pices of the World Bank and the Accra ter Company Ltd. who provided background Metropolitan Assembly, Ghana. information and input to the development of the Questionnaire on water services, including Management of the Consultative Citizens' Re- Messrs. Daniel Adjetey Adjei, Kweku Botwe and port Card work program and preparation of this Michael Botse-Baidoo. report was undertaken by Carolyn Winter (World Bank). Bruce MacPhail (Consultant, World Bank) The assistance of Mrs. Rosalind Quartey of the provided key support on data analysis and report Ghana Statistical Service in providing access to preparation. Team members contributing to the the Ghana Census 2009 population projections Citizens' Report Card included: Peter Jacobusen and the 2000 Enumeration Area information is (Field Project Manager, Dynamic Research); Kofi gratefully acknowledged. Yeboah (Urban Management Land Information System, AMA, Ghana); Craig Schwabe (Africa- A number of NGOs and policy think tanks work- Scope); Ariane Neethling (Consultant); Philip ing on municipal service and water issues also Okullo and William Mensah (Synovate/Stead- provided input during the Consultative Citi- man Ghana); Katie Mark and Douglas Wissoker zens' Report Card process. They included: CHF (Urban Institute); and, Ventura Bengoechea and Beatrix Allah-Mensah (World Bank). International; the Coalition of NGOs in Waste Management (CONWAM); Coalition of NGOs in Special thanks are due to the many officials in Water and Sanitation (CONIWAS); Life Bridge 68 the Accra Metropolitan Assembly, Ghana, who Foundation; Peoples' Dialogue; Future Watch generously provided their time and input, most Foundation; SEND-Ghana; Social Development particularly for the development of the Sur- Center (ISODEC); Integrated Ecological Resto- vey Questionnaire. Amongst these officials are rations; Not A Waste Recycle; Center for Demo- Messrs. Timothy Oman, Wisdom Kwame Nya- cratic Development (CDD); and, The Institute of madi, and Kwame Twum-Adaboh of the AMA Local Government Studies (ILGS). Development Planning Office; Messrs. Edmond Abbey and Otchese Anning Bejani from Able- The Consultative Citizens' Report Card work was kuma South Sub-Metro; Mr. Patrick Ankomagyei completed under the management of Ishac Di- of Ablekuma North Sub-Metro; and Mr. Philip wan, World Bank Country Director, Ghana, and Odosu of Ablekuma Central Sub-Metro. The Ian Bannon, Sector Manager, Fragile States, Con- Hon. Phillip Lamptey, Assembly Member for flict and Social Development Unit, Africa Region, Ablekuma South was also most helpful. World Bank. 3 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD Acronyms and Abbreviations AMA Accra Metropolitan Assembly EA Enumeration Area GIS Geographic Information Systems GWCL Ghana Water Company Limited Sub-Metro Sub-Metropolitan District Councils TV Television WC Water Closet 5 RESIDENTIAL LIFE IN ACCRA Compound Housing, Nima Accra City -- CONSULTATIVE CITIZENS' REPORT CARD reSidenTiAL Life in ACCrA Accra Metropolitan Assembly Mission Statement "To Raise the Living Standard of the people of the City, Especially the Poor, Vulner- able and Excluded by Providing and Maintaining Basic Services and Facilities in the area of Education, Health, Sanitation and other Social Amenities" National Theatre Political and pointed by government. The functions of the AMA are outlined in a Legislative Instrument (L.I. 1500) and are summarized as follows: Administrative System 3 Provision of a sound sanitary and healthy · Residents of the City of Accra are governed environment by a political body, the Accra Metropolitan As- sembly (AMA), which carries out legislative, 3 Provision of educational infrastructure deliberative and executive functions. The AMA for first and second cycle schools is run as a corporate body like other District As- semblies in Ghana, and consists of 90 members, 3 Provision of markets and lorry parks 60 of whom are elected and 30 of whom are ap- within the Metropolis 9 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD reSidenTiAL Life in ACCrA 3 The planning and development control of all infrastructure within Accra 3 Activities bordering on the maintenance of peace and se- curity within the Metropolis 3 Provision of public safety and comfort · A number of functional depart- ments support the AMA in performing its functions, including the: General Ad- ministration department which houses the Metro Chief Executive, treasury and other core administrative entities; Met- ropolitan Education Department; Met- Ablekuma South Sub-Metro Office Sign ropolitan Health Department; Waste Management Department; Depart- ment of Food and Agriculture; Town and Coun- ment; External Audit Unit; Metropolitan Road try Planning Department; Metropolitan Works Department; Budget and Rating Department; Department; Internal Audit Unit; Metropolitan Public Relations Unit; and National Disaster Planning Co-ordinating Unit; Security Depart- Management Organization. · For administrative pur- poses the City is sub-divided into 11 administrative entities Ayawaso West called Sub-Metropolitan District Councils, commonly referred to as "sub-metros". The sub-metros Okaikoi North are named Ablekuma North, Ablekuma Central, Ablekuma South, Ashiedu Keteke, Ayawaso Central, Ayawaso East, Ayawaso Ayawaso Central West, La, Okaikoi North, Okaikoi Ayawaso East LA South, and Osu Klottey. Each Ablekuma North sub-metro has an administra- Okaikoi South tive building with staffing. The sub-metros are responsible for Osu Klottery decentralized functions which Ablekuma Central include some combination of Ashiedu Keteke the core Metropolitan functions, Ablekuma South Gulf of Guinea the particular combination de- pending upon the requirements of the particular sub-metro. The Location of Sub-Metros in the City of Accra · As the City has grown, large settlements have devel- 10 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD reSidenTiAL Life in ACCrA oped around the City boundaries. In the last curs in Ayawaso West, reflecting the large land several years these settlements have become surface area and the small resident population. separate municipalities with their own adminis- trations. Some of these surrounding municipali- · The Citizens' Report Card Survey shows ties are home to high income households while that average household size in the City is others are predominantly comprised of low in- around 3.8. This suggests that average house- come households. Because of the City's central- hold size has not changed significantly since the ity as an administrative and commercial center, 2000 National Census. In the Survey a "house- it draws many worker commuters from these hold" is defined as the number of people who radial municipalities. commonly share food/eat together. Average household size does not vary markedly across sub-metros. City Demographics · Larger households (6+ people) occur · The City of Accra is a large metropolis mainly in Ablekuma Central, Okaikoi South, Aya- with a 2009 estimated residential population waso West and Ashiedu Keteke. There are few exceptionally large (11+) households in the City, of slightly more than 2.1 million. However, it but these are located mainly in Ashiedu Keteke is commonly thought that, with migrant inflows and Okaikoi South. Single person households from the north of Ghana and from neighboring predominate in La, Osu Klottey and Ashiedu countries, the City's population may really top Keteke. 3.5 million. It is estimated that the City's growth rate is around 4.4% per annum. Whatever the · The City's population is a very youthful actual residential population, an additional half one, consistent with Ghana's high population a million commuters stream in from radial areas daily to work in administrative, educational, Legend industrial and commercial con- Population density cerns. (people/sq. km) Ayawaso West 1851.7 1851.18 - 8937.54 · The residential popula- 8937.55 - 13715.16 tions of the different sub-met- 13715.17 - 23801.56 Okaikoi North ros vary quite considerably. 23801.57 - 37857.06 Larger populations, estimated to be well over a quarter of a million, reside in Ablekuma South, Able- Ayawaso Central kuma Central and Ayawaso Cen- Ayawaso East LA tral. Ayawaso West, which spans Ablekuma North Okaikoi South a large geographic area, has a significantly smaller population than other sub-metros with an Osu Klottery Ablekuma Central estimated 70,000 people. Ashiedu Keteke · Population densities Gulf of Guinea Ablekuma South differ considerably across sub-metros. The highest densi- ties are found in Ayawaso Cen- tral, Ayawaso East and Ashiedu Population Density, by Sub-Metro Keteke. The lowest density oc- 11 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD reSidenTiAL Life in ACCrA growth rate. This is reflected in the age profile · Slightly more than one third (34%) of re- of respondents to the Citizens' Report Card Sur- spondents say they rent their residence. This is vey; they are mainly between the ages of 21 and consistent with the 2000 National Census find- 40 years. 27% of respondents were aged 21 ­ 30 ing and suggests there has been little change in years, and 25% were aged 31 - 40 years. residence/ownership patterns in the City. Others own their residence, but a substantial percent- Housing and Neighborhoods age of residents live in dwellings rent-free. · Residences are very largely constructed · The Citizens' Report Card Survey finds of sound materials. The Survey shows that 91% that most residents have had a long tenure of residences are built of cement blocks or con- in the City. Some 84% of respondents say they crete and that roofs are predominantly iron/zinc have lived in the City for more than 10 years, and sheets (56%) or asbestos (36%). Comparison 9% between 5 ­ 10 years. Only 7% of respon- with the 2000 National Census suggests that the dents report having lived in the City for less than percentage of residences constructed of con- 5 years. crete has increased by something in the order · Occupancy rates of dwellings in the City of 8%. are very high. On average, 11.8 people live in one dwelling unit. The highest occupancy rates · A significant percentage of renters (93%) per dwelling are found in Ashiedu Keteke where, consider the structure they live in to be safe, on average, 15.6 people share a dwelling. The and 94% say they are aware that the law makes lowest occupancy rates occur in Ayawaso West the landlord responsible for ensuring the build- where, on average, 6.9 people share a dwelling. ing is safe. Private Residence, Ablekuma South 12 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD reSidenTiAL Life in ACCrA · People who rent their accommodation comprised very largely of 1st Class Residential are generally required by landlords to make sig- Areas; Osu Klottey which is predominantly 1st nificant advance payments. 31% of renters have Class Residential Areas; and Ablekuma South had to pay 24 months of their rental in advance; which is largely 3rd Class Residential Areas. Aya- 11% paid 36 months of rental in advance, and waso East has an interesting mix of Residential 10% paid 12 months of rental in advance. 38% Classes; of the 4 Residential Areas, 2 are 3rd of renters said they were required to make no Class, 1 is 2nd class, and 1 is 1st Class. advance payment of their rent. · The different classes of Residential Areas · Four classes of Residential Areas or look very different from each other. 1st Class neighborhoods exist in the City. These were Residential Areas are well planned, have well established in 2002 when census data helped developed infrastructure, and spacious, land- define localities where income levels, housing scaped properties. 2nd Class Residential Areas characteristics and environmental conditions are middle-income areas predominantly occu- were similar. The four Residential Areas, de- pied by business, administrative and profession- fined by average annual per capita household al families. Much of the housing in these areas income in 2000 are: 1st Class Residential Areas has been provided by state, parastatal and pri- (+/-Cedis 12,462,499 /US$1,519.82); 2nd Class vate sector organizations. These areas are gen- Residential Areas (+/-Cedis 7,242,187 /US$883); erally better-planned but are sometimes in need 3rd Class Residential Areas (+/-Cedis 6,509,090 / of infrastructure services. Housing construction US$793); and, 4th Class Residential Areas ( 80 0 0.5 1 2 3 4 > 35 Miles Miles Households (%) Using Toilet Facilities in Their Homes, Households (%) Using Public Toilets, by Sub-Metro by Sub-Metro households use toilet facilities in their homes; where just 31% of households use a toilet facil- this is the case in Ayawaso West (84%), Okaikoi ity at home. South (74%), and Osu Klottey (71%). In other sub-metros, however, less than a third of house- · The proportion of households that have holds report using some form of toilet facility in access to sanitary toilet facilities (water clos- their home; this is the case in Ashiedu Keteke ets, aqua privies, pit latrines) either in their 90 80 70 60 50 % 40 30 20 10 0 Resident's Access to Sanitary Toilet Facilities, by Sub-Metro 39 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD ToiLeTS And SAniTATion homes or in public facilities varies significantly (3% of households). The GIS Map below pin- across sub-metros. Households in Ayawaso points localities where reliance on this method West are most likely to have access to such fa- is most prevalent. cilities; 80% of households report using them. A high percentage of households in Osu Klot- tey (74%) and La (73%) also have good access to sanitary systems. The picture is quite differ- City Residents' Satisfaction ent, however, in other sub-metros. Just 42% of households in Ayawaso Central, and 44% With Service in Ashiedu Keteke have access to sanitary facili- ties. · Residents' satisfaction with this service, which they rate as their highest priority ser- · In several sub-metros, households con- vice, is nuanced and must be considered very tinue to rely quite heavily on the much less carefully. Residents across the City at large re- sanitary pan/bucket system, either in or out- port a satisfaction level with this service of 67%. side of their home. Reliance on this method is However, this apparently high satisfaction level highest in Okaikoi North (45%), Ashiedu Keteke is driven by the two thirds of residents who use (42%), and Ablekuma North (37%). some form of facility in their home. · Residents using the most unsanitary · Residents' satisfaction level with this toilet systems ­ shallow holes in the ground service depends on whether or not they have (not pit latrines) -- are largely concentrated access to some form of toilet facility -- be it in 5 sub-metros. These are Okaikoi South where a water closet, aqua privy, pit latrine, pan/ 7% of households say they use this method, bucket -- in their home. Those who use some Okaikoi North (4% of households), and Ashiedu form of facility in their home have a high satis- Keteke, Ablekumar Central and Ayawaso East faction level (86%). Legend ·Red = Use of shallow hole in ground Grey = Other methods GiS Map: Localities Relying on Shallow Holes (not Pit Latrines) as a Toilet Facility, by Sub-Metro 40 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD ToiLeTS And SAniTATion bucket system at home than satisfaction lev- Dissatisf ied els (40%) for residents who use a water closet 14% with a water supply in a public toilet facility, as is clear from the two graphs below. Satisf ied 86% Dissatis ed 31% Satis ed 69% Satisfaction Levels for Households With a Toilet Facility in Their Home · Satisfaction levels are very low (30%) for households which use toilet facilities out- Satisfaction Levels for Residents Using side of their home, regardless of whether they Pan/bucket at Home are sanitary or not. Residents who use public facilities, and who consider them to be clean, accessible and well run, still report high lev- els of dissatisfaction with this service. Satis ed 40% Satisf ied Dissatis ed 30% 60% Dissatisfied 70% Satisfaction Levels for Residents using Water Closets with Water Supply at Public Facilities Satisfaction Levels for Households Relying on Public Toilet Facilities · Residents' satisfaction level is lowest in sub-metros where households use a bucket/ · Satisfaction levels are much higher pan system at a public toilet facility. This is the (69%) amongst residents who use a pan/ case in Ashiedu Keteke where more than half of 41 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD ToiLeTS And SAniTATion residents lack sanitary facilities in their homes, centrated-- Ashiedu Keteke; central-south Aya- and where 42% of households use the bucket/ waso Central; south-central La; and, to a lesser pan system. Satisfaction levels are also very low extent, west-central Ayawaso East and central- in Ayawaso Central and La where 40% and 37% east Ablekuma North. South-central Ayawaso of respondents, respectively, say they are satis- Central has the most concentrated pocket of fied. The GIS Map below pinpoints the localities residents saying they are "very dissatisfied" with where dissatisfaction with this service is con- this service. Legend ·Red = Dissatisfied ·Dark Red = Very Dissatisfied Grey = Satisfied/Very Satisfied GiS Map: Locations Where Residents Are Dissatisfied & Very Dissatisfied · Satisfaction with this Better No Change Worse service is highest amongst residents in Ayawaso West La (84%) and Ablekuma North Osu Klottey (74%). These are both sub- Ashiedu Keteke metros in which the major- Okaikoi North ity of households have wa- Okaikoi South ter closets located in their Ayawaso West homes. Ayawaso Central Ayawaso East · City residents at large Ablekuma South think that this service has Ablekuma Central improved somewhat over the past 12 months. Ablekuma North Accra City · Residents without 0% 20% 40% 60% 80% 100% toilet facilities in their homes report that public City Residents' Perceptions of Changes in Service over the past 12 months, toilet/sanitation services have declined over the by Sub-Metro past year. 42 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD ToiLeTS And SAniTATion A SPeCiAL iSSUe -- Public Toilet Facilities · Users of public toilet facilities are widely dissatisfied with the service regardless of how well managed and sanitary the facilities are; just 30% of public toilet users say they are satisfied with the service. · The extent to which residents must rely on public toilets varies considerably across the sub- metros. Residents of Ashiedu Keteke are most reliant on public facilities; around 60% of households here use them. And, in La, 34% of households use them. By contrast, just 15% of households in Aya- waso West rely on public facilities. · Conditions of public toilet facilities vary across sub-metros. Two thirds or more of users in Ashiedu Keteke (63%) and La (69%) say the facilities are clean and convenient (within 5 minutes walk of their homes). In Ayawaso Central and Ayawaso East, however, only 47% and 43% of users, respectively, say the facilities are clean. Clean Dirty 80 70 60 50 % 40 30 20 10 0 Households' Perceptions of the Cleanliness of Public Toilet Facilities, by Sub-Metro · Fees for using public toilet/sanitation facilities are universally low across the City, generally being around 0.10 of a new Ghana Cedi per usage. · Residents do not generally report problems or lodge complaints about the public toilets/ sanitation facilities they use; only 7% of users say they made a complaint over the past 12 months. Complaint levels are highest in Ayawaso Central, Ayawaso East, and Okaikoi North where users are more likely to report that facilities are dirty. Most complaints were directed to the private operators of the facilities, which indicates that many facility users know where they should direct their com- plaints. However, a considerable proportion of complaints were also directed to Assembly Members and the Central City Administration. Regardless of where users lodged their complaint, most (75%) reported that there was no effective response to their complaint and the problem was not fixed. 43 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD ToiLeTS And SAniTATion Policy Implications · The City Administration would be wise easily accessible and well-managed public facili- to put significant effort into improving this ties. service. City residents at large identify it as their top (#1) priority out of the 7 services. A sizeable · The City Administration would be wise proportion of residents ­ about one third ­ are to focus some immediate energies on elimi- deeply dissatisfied with this service. Amongst nating households' usage of shallow holes these residents, service satisfaction is lower (i.e. not pit latrines). This practice is not wide- than for any other service barring Gutters and spread but is relied on most in west Okaikoi Drains. South. It is also more prevalent in Okaikoi North, Ashiedu Keteke, Ablekuma Central and Ayawaso East. This is a highly un- sanitary practice and significantly increases the risk of disease. · Public opinion of City services could be quickly improved in some sub-metros. This could be achieved most readily in Ayawaso East and Ayawaso Central. Public shower facility in Ashiedu Keteke Here, a sizeable percentage of resi- dents use public · Raising residents' satisfaction with this facilities and, amongst those, a significant per- service presents special challenges. This is centage report that the facilities are unclean. Im- because it will require that the City Admin- proving the cleanliness of these facilities would istration: (i) target households who use fa- undoubtedly boost users' satisfaction with the cilities outside their homes, and (ii) identify service. This would likely best be achieved by sanitary systems that can be introduced/in- instituting a multi-pronged approach: by press- stalled in households located in high density ing facility managers, whether public or private, settlements where space is at a premium. to maintain hygienic conditions; by instituting Dissatisfaction with the service is concentrated random checks of the facilities by sub-metro amongst users of public toilet facilities, and ex- officials, and by providing facility users with ac- ists even when they have ready access to well- cess to an easy and effective complaints hotline managed, sanitary facilities. It is notable that where they can lodge complaints. This could be residents have higher satisfaction levels when done by posting a hotline telephone number in they use unsanitary facilities (buckets/pans) in all public facilities. It would also require that the their homes than when they use sanitary facili- City hold facility managers to task if complaints ties (water closets, aqua privies or pit latrines) in are not quickly addressed. 44 GUTTERS AND DRAINS Open Gutters and Drains in Accra Residential Neighborhood Accra City -- CONSULTATIVE CITIZENS' REPORT CARD Residents' Service Priority Rating: GUTTerS And drAinS 2nd (out of 7 services) City residents at large consider Gutters and Drains to be their 2nd highest priority of the 7 services. It is notable that in two sub-metros, Ayawaso East and Okaikoi South, residents rate this service their 1st priority. Residents' Responses Across · Residents in areas where there is not ad- equate gutter and drain coverage have some- times attempted to construct them themselves. The City at Large Around 20% of respondents said that residents of the neighborhood have constructed some · The City at large appears to have a fair- gutters and drains. ly good coverage of gutters and drains; some 76% of households report having at least some · Residents report that gutters and gutters and drains in their neighborhood which drains are not kept clean; slightly more than have been constructed by the City Administra- 73% of households say the gutters and drains tion. However, around 24% of these residents are "always choked" or "often choked" in their say the gutters and drains are not big enough to neighborhood. deal with water flows. · Residents report a number of key concerns · Gutters and drains, however, are pre- with gutters and drains. The most commonly re- dominantly uncovered; 70% of respondents ported problem is that gutters and drains are say gutters and drains in their neighborhood are blocked. Other main concerns are that they at- uncovered and that this is a concern to them. tract mosquitoes, flies and rodents, that they are % 0 10 20 30 40 50 Choked with refuse Attract mosquitoes, ies and rodents Are not covered Smell bad Are not big enough Are used to put human sewage in Cause health problems Do not ow into other drains Flow into other gutters or drains that are too small or choked Are not well constructed Main Problems with Gutters and Drains, as Identified by City Residents 47 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD GUTTerS And drAinS uncovered, and that they smell bad. Many of these key concerns can be linked to the fact that most gutters and drains are not covered. Ayawaso West Residents' Responses Okaikoi North Across The Sub-Metros Ayawaso Central Ayawaso East LA · City constructed gutters and Ablekuma North Okaikoi South drains appear to be most preva- lent in Ashiedu Keteke and Osu Ablekuma Central Osu Klottery Klottey. In these sub-metros, 88% Percent [%] and 89% of households, respec- Ashiedu Keteke 50 - 57 tively, report having them in their Ablekuma South 58 - 65 66 - 73 neighborhoods. 74 - 81 0 0.5 1 2 3 4 82 - 89 Miles · Provision of City construct- ed drains is much more limited Incidence of City Constructed Drains as Reported by Residents, in some sub-metros than others. by Sub-Metro This is the case in Ablekuma North and Okaikoi North where 50% and 63% of in Ashiedu Keteke and Osu Klottey. households, respectively, report that there are no City constructed gutters and drains in their · Some 20% of households report that their neighborhood. This contrasts with the coverage community or neighborhood has constructed 100 90 80 70 60 % 50 40 30 20 10 0 Accra City Ashiedu Keteke Ayawaso East Ayawaso Ablekuma North Ablekuma Central Ablekuma Central Ayawaso West Okaikoi North La South Okaikoi South Osu Klottey Existence of Some City Constructed Gutters & Drains in Neighborhood, as Reported by Residents by Sub-Metro 48 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD GUTTerS And drAinS 30 25 20 % 15 10 5 0 Ashiedu Keteke Ablekuma Central Ayawaso West Ablekuma North Okaikoi North Ayawaso Central Ablekuma South Ayawaso East Okaikoi South Accra City La Osu Klottey Residents Reporting Presence of Community/Neighborhood Constructed Gutters & Drains by Sub-metro its own gutters and drains. This practice is most · Although Ayawaso Central and Ablekuma prevalent in Ayawaso Central and Ablekuma Central both report having fairly widespread Central where a quarter of households report coverage of City constructed gutters and drains, that there are community or neighborhood they also have the highest incidence of com- constructed gutters and drains. munity or neighborhood constructed gutters and drains. Possibly, there are some neigh- borhood pockets with- Legend in these sub-metros · Red = Community or Neighborhood where the City has not constructed gutters & drains constructed any gutters Grey = No Community or Neighborhood and drains. The GIS Map constructed gutters & drains helps pinpoint these ar- eas. In the case of Aya- waso Central it is clear that one such pocket exists in the central-east part of the sub-metro, along the borderline with Ayawaso East. Oth- er such pockets exist in central-east Ashiedu Keteke and north-east Ablekuma Central. · Periodic flood- GiS Map: Location of Community or Neighborhood Constructed Gutters and Drains ing affecting house- holds is widespread 49 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD GUTTerS And drAinS across all sub-metros. However, households in Ablekuma North seem Ayawaso West to suffer more from such flooding; some Okaikoi North 41% of households re- port experiencing this. The higher incidence of flooding may be a con- Ayawaso Central Ayawaso East LA sequence of the more Ablekuma North Okaikoi South limited provision of City constructed gutters Osu Klottery and drains in this sub- Ablekuma Central Percent [%] metro; only around 48% Ashiedu Keteke < 25 26 - 30 of households report Ablekuma South 31 - 35 having City constructed 0 0.5 1 2 3 4 36 - 40 > 40 gutters and drains, the Miles lowest coverage level of any sub-metro. However, Households (%) Reporting Periodic Flooding Affecting the incidence of periodic their Household, by Sub-Metro flooding is also high in some sub-metros where there is much wider provision of city construct- sub-metros where City gutters and drains are ed gutters and drains. This is the case in Okaikoi not provided. South, Ashiedu Keteke and Ablekumar Central where around 35% of households report having · The GIS map below pinpoints localities periodic flooding. This might be explained by where households report suffering persistent the existence of neighborhood pockets in these flooding or periodic seasonal flooding. While periodic flooding evi- dently affects house- Legend holds across many · Dark Red = Flooding most of the year sub-metros, it is more · Red = Flooding most or some of the concentrated in some rainy season localities, including Grey = Flooding very seldom or never along the joint bor- ders of Ablekuma Cen- tral, Okaikoi South and Ablekuma North, and along the borders of Ablekuma North and Okaikoi North. It is no- table that the cover- age of City construct- ed gutters and drains is lowest in three of these sub-metros, Ablekuma North, GiS Map: Flooding Affecting Households, by Sub-Metros Ablekuma Central, and Okaikoi North. 50 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD GUTTerS And drAinS City Residents' Satisfaction · City residents with very limited or no City constructed gutters and drains in their neighborhood have an exceptionally low sat- With Service isfaction level (18%) with this service. · City residents at large have low satisfac- tion levels with gutters and drains. Just 30% of Satis ed City residents report being satisfied with this 18% service. This is the lowest satisfaction level City residents accord any of the 7 services. Dissatis ed 82% Satis ed 30% Dissatis ed 70% City Residents' Satisfaction in Localities with Very Limited or No City Constructed Gutters and Drains · Satisfaction levels for residents that have access to City constructed gutters and drains vary considerably across sub-metros. City Residents' Satisfaction with Gutters & Drains Satisfaction levels are considerably higher in Ayawaso West, at almost 50%, than in any other 60 50 40 % 30 20 10 0 Ayawaso Ashiedu Keteke Central Okaikoi North Okaikoi South Accra City Ayawaso East Ayawaso West Central Ablekuma North Ablekuma Ablekuma La South Osu Klottey Residents' Satisfaction with Gutters & Drains, by Sub-Metro 51 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD GUTTerS And drAinS sub-metro. The second highest satisfaction lev- complaint. Most (61%) lodged their complaint el is 36% in Osu Klottey. The lowest satisfaction with their Assembly Member, 14% did so with level is 20% in Ablekuma Central, but satisfac- their sub-metro administration, 11% with the tion levels are also very low in Ablekuma North City Administration, and 3% with a private indi- and La. vidual/company. · Neighborhood localities where dissatis- · Of those households that did lodge a com- faction with this service is highest can be identi- plaint, very few (3%) reported that the problem fied in the GIS Map (below). While there is clear- was addressed and fixed. Most respondents ly widespread dissatisfaction with gutters and (74%) said the response to their complaint was drains, concentrated pockets of dissatisfaction poor and the problem not fixed. Around 23% are evident in Ablekuma Central, Ayawaso Cen- reported that they received some response and tral, central-east Ablekuma North, south-west that the problem was partly fixed. Okaikoi North, and south-west La. · A majority of households think the · City residents, although predominantly problems with gutters and drains have be- dissatisfied with this service, do not tend to come worse over the past 12 months. Al- lodge complaints about it. Just 6% of house- most 41% of households think this, while 30% holds report lodging a complaint about their of households think the service has remained gutter and drain service in the past 12 months. much the same. The perception that problems Amongst those who did, however, there was with gutters and drains have worsened is stron- evident uncertainty as to where to lodge the gest in Ablekuma Central and La where 52% Legend · Red = Dissatisfied or Very Dissatisfied · Green = Satisfied or Very Satisfied GiS Map: City Residents' Satisfaction and Dissatisfaction with Gutters and Drains 52 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD GUTTerS And drAinS and 48% of households hold this viewpoint. · Households in 3 sub- metros, however, think this service has got much bet- ter over the past 12 months. These sub-metros are Ayawaso West, Osu Klottey, and Ashiedu Keteke where 45%, 39% and 34% of households report this. Possibly, the strong presence of Zoomlion in neighborhoods in these sub-metros, and its efforts to clean gutters and remove litter, has contributed to these Community/Neighborhood Constructed Drain in Ayawaso Central positive opinions. La Osu Klottey Ashiedu Keteke Better Okaikoi North No Change Okaikoi South Ayawaso West Worse Ayawaso Central Ayawaso East Ablekuma South Ablekuma Central Ablekuma North Accra City 0% 20% 40% 60% 80% 100% Changes in Cleanliness of Gutters & Drains in the Past 12 Months 53 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD GUTTerS And drAinS A SPeCiAL iSSUe -- Gutter And Drain Blockage · Almost three quarters of City residents consider the blockage of gutters and drains to be a problem. However, it seems that such blockages are worse in some sub-metros than others. Able- kuma North, despite having the lowest coverage of City constructed gutters and drains, reports the highest incidence of blockage; some 84% of households report that gutters and drains are "always" or "often" choked. It is worthwhile noting that this is the sub-metro where the highest percentage of residents report suffering periodic flooding. Households in Ayawaso Central (84%) and Ablekuma Central (82%) also report persistent choking of gutters and drains. By contrast, well over half (56%) of households in Ayawaso West report that their gutters and drains are usually clean. Usually Clean Often or Always Choked 90 80 70 60 % 50 40 30 20 10 0 Ashiedu Keteke Ablekuma Central Ayawaso East Ablekuma North Okaikoi North Ayawaso Central Accra City Ablekuma South Okaikoi South La Osu Klottey Ayawaso West Residents' Responses to Question "How Clean are the Gutters in Your Neighborhood?", by Sub-Metro · Gutter and drain cleaning is mainly undertaken by households; some 58% of households report performing this function in their neighborhoods. However, Zoomlion also contributes to gut- ter and drain cleaning with approximately 13% of households reporting that it performs this func- tion in their neighborhood. Zoomlion appears to perform this function more widely in Ashiedu Keteke and Ayawaso West where 27% and 24% of households say that it cleans neighborhood gut- ters and drains. Zoomlion is less engaged on this service in Ablekuma North and Okaikoi South where just 3% and 6% of households report that it cleans neighborhood gutters and drains. Across all sub-metros, community groups and private companies appear to perform only a very modest role in providing this service. 54 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD GUTTerS And drAinS Households Communities Zoomlion 80 70 60 % 50 40 30 20 10 0 Ablekuma Central Ablekuma North Okaikoi North Ashiedu Keteke Ablekuma South Okaikoi South Osu Klottey Ayawaso Central Ayawaso West Ayawaso East Accra City La Residents' Responses to Question "Who Cleans The Gutters in Your Neighborhood?", by Sub-Metro · Residents who have re- ceived information from City officials on why gut- ters and drains should be kept clean have found this information useful. However, only around 10% of households across the City say they have re- ceived such information, and these households are mainly located in Okaikoi North and Able- kuma South. Over 91% of households receiving such information say they found it useful and that they have followed some or all of the recommenda- Choked Gutters in Ablekuma South tions on keeping gutters and drains clean. 55 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD GUTTerS And drAinS Policy Implications · The City Administration should con- dents express concern that choked gutters centrate resources and efforts on improving harbor mosquitoes and rodents and human gutters and drains, both in terms of provi- sewage. There are several options for reducing sion and maintenance. There are two reasons choking and blockages, including covering the for doing this: (i) because City residents consider gutters and drains, instituting a public system to gutters and drains a very high priority, rating it undertake widespread and frequent cleaning, 2nd out of the 7 services; and, (ii) because City and educating the public on why gutters should residents' satisfaction with this service is lower be kept clean and not used to dispose of waste. than that for any other service. The satisfaction Some combination of these options is likely to level amongst City residents at large is just 29%. bring about the best results. However, the satisfaction level is a mere 18% for the group of residents living in areas where City · Some special efforts need to be made constructed gutters and drains are very limited by the City Administration to improve gut- or not provided. ters and drains in Ablekuma North. This sub- metro stands as having the lowest coverage · Significant improvements could be of City constructed gutters and drains; having achieved if the widespread choking and a high incidence of community or neighbor- blockage of gutters was addressed. This is hood constructed gutters and drains (which are evidently caused by the build-up of refuse and undoubtedly not very effective); reporting the waste which is reportedly widespread and per- highest incidence of blocked and choked drains; sistent. A very sizeable percentage of house- receiving the lowest coverage of Zoomlion gut- holds report suffering from periodic flooding ter and draining cleaning services; and having which is undoubtedly partly exacerbated by the highest incidence of periodic flooding of blocked gutters and drains. Additionally, resi- households. Neighborhood Constructed Drain, Nima, Ayawaso East Sub-Metro 56 REFUSE AND SOLID WASTE COLLECTION Communal Refuse Collection Bin, Ayawaso East Sub-Metro Accra City -- CONSULTATIVE CITIZENS' REPORT CARD refUSe And SoLid WASTe Residents' Service Priority Rating: 3rd (out of 7 services) City residents at large rank Refuse and Solid Waste Collection their 3rd highest pri- ority out of the 7 services. Residents of all sub-metros rate Refuse and Solid Waste Collection this way except for those in Ayawaso West and Ablekuma North who give it a slightly lower rating. Residents' Responses Across who consider the city "clean" live in Ayawaso West and Osu Klottey. The City at Large · Uncleanliness in the City is attributed mainly to refuse and waste in the gutters and · Residents generally think the City is drains. Residents do, however, also consider lit- "dirty". Almost 55% of City residents think ter in the streets to be a major concern; some this and a further 15% think the City is "very 80% of residents report that street litter is a "big dirty". While the perception that the City is problem". The collection of refuse around com- dirty is widespread, residents in Okaikoi North munal refuse collection bins and sites is also (80%) and La (74%) hold this perception most considered to be a problem. strongly. · Just under half (49%) of households have their refuse picked-up at their home. Household refuse pick-up is undertaken by a range of collection agents, including unregis- tered individual waste collectors, a large private Clean collection agency (Zoomlion), and several small- 30% er private sector collection agencies. Dirty · Refuse pick-up from homes is frequent, 70% with around a quarter of households report- ing that their waste is picked up daily, a quar- ter reporting having twice weekly pick-ups, and around 34% reporting having weekly pick-ups. Very few households report having less regular pick-up. City Residents' (%) Perceptions of City Cleanliness · Slightly more than 40% of households whose waste is picked-up rely on the services · This means that slightly less than 30% of of unregulated individual, itinerant collec- residents think their city is "clean", and less than tors. It is mainly these households that report 1% of those residents think it is "very clean". It is having very frequent (daily or twice weekly) notable that a sizeable proportion of residents waste pick-up. Zoomlion, the large private 59 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD refUSe And SoLid WASTe waste collection agent, provides collection ser- container/collection point. Well over half (54%) vices for around 35% of households whose re- of the households disposing of their refuse this fuse is picked up from their homes and tends to way say they "always" or "sometimes" have to provide service on a weekly or biweekly basis. pay an "unofficial fee" to deposit waste in the A number of smaller private companies pro- containers or at the collection site. These unof- vide refuse pick-up services to a further 22% of ficial fees are, however, very modest. households. · A very small percentage of households · More than half (51%) of City households (just over 1%) report that refuse disposal do not have refuse pick-up service from their is a serious problem for them. Most of these home and must deposit their refuse either in households are in Ablekuma North and Able- communal waste containers or at neighbor- kuma Central. These households do not have re- hood refuse collection points. By and large, fuse pick-up from their homes and say there are households say the containers/collection points no communal containers or collection points in are convenient to their homes; 44% have one their neighborhood. These households say they within 5 minutes walk of their house, and 33% dispose of their waste by putting it in gutters within 10 minutes walk. Some 20% say they or drains or by depositing it on sidewalks or on have to walk more than 10 minutes to reach a open ground. Communal Refuse Bin 60 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD refUSe And SoLid WASTe Residents' Responses Across tral are considerably more likely to think their neighborhoods are dirty; here 57% of residents The Sub-Metros consider their neighborhood to be "dirty", of whom 5% consider it to be "very dirty". Half of residents of Ashiedu Keteke, Okaikoi North and · More than half of residents (56%) think Ablekuma Central say their neighborhoods are their own residential neighborhood is "clean" dirty. or "very clean". Their perception of their neigh- borhood's cleanliness differs considerably from · Residents say uncleanliness in their residents' widely held perception that the City neighborhood is largely the result of refuse at large is "dirty". in gutters and drains. While this is a widespread problem, it seems to be particularly prevalent in · Residents in two sub-metros, Ayawaso Ashiedu Keteke. Residents across sub-metros West and Osu Klottey, are much more likely to also report that refuse and litter in the streets consider their neighborhoods to be clean. Some contributes to neighborhood uncleanliness, 78% of residents in Ayawaso West and 70% in and this problem seems to be rather more se- Osu Klottey report that their neighborhoods are vere -- with more households identifying this "clean" or "very clean". as an issue -- in Ayawaso Central. A lesser, but still important contributor to neighborhood · By contrast, residents of Ayawaso Cen- uncleanliness that is reported across all sub- Clean Dirty 90 80 70 60 50 % 40 30 20 10 0 Ablekuma Central Ablekuma North Okaikoi North Ayawaso Central Ablekuma South Okaikoi South Accra City Ashiedu Keteke Ayawaso West Ayawaso East La Osu Klottey Residents' Perceptions of their Neighborhood's Cleanliness, by Sub-Metro 61 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD refUSe And SoLid WASTe metros is waste scattered around garbage bins and refuse collection sites. Ayawaso West · Refuse collection Okaikoi North services available vary quite considerably across the sub-metros. Individual Ayawaso Central itinerant refuse collectors, Ayawaso East LA who comprise 40% of re- Ablekuma North Okaikoi South fuse collectors for the City at large, work predomi- Osu Klottery Ablekuma Central nantly in sub-metros with Percent [%] 19 - 27 higher population densi- Ashiedu Keteke 28 - 35 36 - 44 ties and lower average Ablekuma South 45 - 52 household incomes; they 0 0.5 1 2 3 4 Miles 53 - 60 serve 65% of households in Ashiedu Keteke and 57% in Refuse Collection Service Coverage Provided by Zoomlion, Ayawaso Central. by Sub-Metro · Zoomlion, which collects refuse from holds in Ayawaso West (57%) and Ablekuma 35% of all AMA households, tends to ser- North (51%). However, households in Ablekuma vice lower population density sub-metros. Central also receive somewhat higher levels of Zoomlion serves half or more of the house- Zoomlion service than is the case in many of the An individual person(s) Zoomlion Another Private company 80 70 60 50 % 40 30 20 10 0 North Ashiedu Ayawaso Ayawaso Ayawaso Okaikoi Okaikoi La Osu Klottey Accra City South Keteke Ablekuma Ablekuma Ablekuma East North Central Central South West Refuse Collection Service, by Sub-Metro 62 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD refUSe And SoLid WASTe other sub-metros. Zoomlion provides very limited service 70 coverage in some sub-metros, as in La where it services only 60 19% of households. La's refuse 50 collection needs are largely met by other private refuse 40 collection companies which % 30 service 42% of households. 20 · Zoomlion appears to 10 provide "free" refuse collection services to a fairly sizeable per- 0 Ashiedu Keteke Ablekuma North Okaikoi North centage of households. Well Ayawaso Central Ablekuma South Okaikoi South Accra City Ayawaso East Ayawaso West Ablekuma La Central Osu Klottey over one third (39%) of house- holds who report that their re- fuse is collected by Zoomlion say they do not pay for this service. Free/Heavily Subsidized Refuse Pickup by Zoomlion, by Sub-Metro · Zoomlion's "free" re- fuse collection services are neither equitably Cedis or less do benefit quite significantly from spread across the sub-metros, nor sharply the subsidies; 42% say they receive Zoomlion targeted to households with low or moder- service but do not pay for it. And, just over 40% ate monthly household incomes. Households of households with incomes in the 501 ­ 1,000 reporting monthly incomes of 500 new Ghana new Ghana Cedis category say they receive, 5001-10,000 2,001-5,000 New Ghana Cedis 1,001-2,000 501-1,000 100-500 less than 100 0 10 20 30 40 50 % Households (%) Receiving "Free" Zoomlion Refuse Pick-up by Income Category 63 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD refUSe And SoLid WASTe but do not pay for, Zoomlion refuse collection services. However, a sizeable percentage of households in the 1,001-2,000 new Ghana Ce- dis income category (39%) and the +5,001 new Ghana Cedis income category (36%) also report receiving this subsidy. Satis ed 36% City Residents' Satisfaction Dissatis ed With Service 64% · City residents as a whole are moder- ately satisfied with refuse collection services, relative to the other City services. Almost 48% of City residents say they are satisfied with this service. This satisfaction level means this service Satisfaction with Refuse & Waste Collection Services receives the 5th highest (or 3rd lowest) rating of Residents Without Home Refuse Pick-up the 7 services. much more positive views of this service than elsewhere; some 70% of residents report being "satisfied" with the service. Their level of satis- faction is very much higher than in any other sub-metro. The second highest level of satisfac- tion (57%) with this service is reported in Osu Klottey. Residents of Ashiedu Keteke and Ablu- Satis ed kama Central are least satisfied with the service. Dissatis ed 48% 52% · Resident satisfaction with refuse collec- tion services differs across neighborhoods with- in sub-metros, as is evident from the GIS map- ping of households' responses. Higher levels of satisfaction are evident in south Ayawaso West, west Okaikoi North and central-west Okaikoi South. Dissatisfaction is more concentrated Satisfaction with Refuse & Waste Collection Services, in neighborhood localities in south La, central All City Residents Ashiedu Keteke, central Ablekuma Central, and along the border of Ayawaso Central and Aya- waso East. · However, households which do not have their refuse and waste picked-up from · Amongst households that do have re- their homes are much less satisfied with this fuse pick-up from their home, satisfaction service; just 36% report being satisfied. with service varies according to what type of agent they rely on for the service. Satisfac- · City residents' (all residents) level of tion is highest, at 72%, amongst those served satisfaction varies considerably across the by Zoomlion. Satisfaction with other Private sub-metros. In Ayawaso West, residents hold Collection Companies is relatively high at 69%. 64 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD refUSe And SoLid WASTe Satis ed Dissatis ed La Osu Klottey Ashiedu Keteke Okaikoi North Okaikoi South Ayawaso West Ayawaso Central Ayawaso East Ablekuma South Ablekuma Central Ablekuma North Accra City 0 20 40 60 80 100 % Residents' Satisfaction wth Refuse Collection, by Sub-Metro Legend · Green = Satisfied & Very Satisfied x Red = Dissatisfied & Very Dissatisfied GiS Map: Residents Reporting Satisfaction and Dissatisfaction with Refuse Collection Services 65 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD refUSe And SoLid WASTe Households relying on individual collectors are months. Approximately 39% of households in much less satisfied; only 48% report being satis- the City report that the service has improved. fied with this service. This perception is widely held across the sub- metros, but is strongest in Ayawaso West where · Residents at large think refuse collec- 53% of residents report this. tion services have improved over the past 12 Better Worse No Change La Osu Klottey Ashiedu Keteke Okaikoi North Okaikoi South Ayawaso West Ayawaso Central Ayawaso East Ablekuma South Ablekuma Central Ablekuma North Accra City 0% 20% 40% 60% 80% 100% City Residents' Perceptions of Changes in Service in the Past 12 Months · Households served by Zoomlion are more in- clined to say service has im- No Pick up proved over the past year; more than 55% of house- Other Pick up Better holds served by Zoomlion Worse No Change consider service to have im- proved. By contrast, 40% of Zoomlion pick up households served by other agents consider service qual- 0% 20% 40% 60% 80% 100% ity to have improved. And, amongst households which Perceptions of Changes in Refuse and Solid Waste Collection Service for use communal refuse bins, the Past 12 months by Type of Service just 31% say service quality improved over the past year. 66 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD refUSe And SoLid WASTe vice problems are generally not addressed. As is the case with other services, very few households (11%) say they lodged a complaint about the service over the past 12 months. Of those who did lodge a complaint, most directed their complaint to their Assembly Member. Re- gardless of where they lodged their complaint, most residents (62%) reported that there was no effective response to their complaint. Only 18% of residents who lodged a complaint say that the problem they reported was fixed. How- ever, the picture is rather different for house- holds who are serviced by Zoomlion and who Zoomlion Refuse Mobile Container lodged a complaint. Amongst these households, 33% reported that their problem was addressed · Residents' complaints about the ser- and fixed. A SPeCiAL iSSUe -- Residents' Willingness To Pay For Refuse & Solid Waste Collection · City residents consider refuse and solid waste collection to be a high priority. They rate it the 3rd most important of the 7 services. They generally report being willing to pay a fee, or a higher fee, in order to receive improved service. Almost half of all City households ­ regardless of whether they have home-based pick-up or not ­ say they would be willing to pay, or pay more, for better service. A further quarter of all City households say they are "not sure" whether they would be prepared to pay a fee or a higher fee. Since some por- tion of this undecided group would likely be willing to pay, or pay more, if they were certain a more reliable and Ayawaso West reasonable quality service would be Okaikoi North provided, the percentage of house- holds willing to pay for this service is probably higher than 50%. Ayawaso Central Ayawaso East LA Ablekuma North Okaikoi South · Households which currently do not have home-based pick-up are espe- Osu Klottery cially willing to pay a fee for improved Ablekuma Central Percent [%] service. Of the households which rely Ashiedu Keteke < 45 45 - 50 on communal bins and collection Ablekuma South 51 - 55 points for refuse and waste disposal, 56 - 60 0 0.5 1 2 3 4 > 60 51% say they would willingly pay a Miles fee, and 31% say they are "not sure" about paying a fee, but are likely to Households [%] Relying On Communal Refuse Bins Who Are if assured access to a reliable, good Willing To Pay For Refuse Collection Services quality service. 67 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD refUSe And SoLid WASTe Policy Implications · The Survey findings suggest that the improved service. Since households who rely City Administration should accord moderate on communal waste bins or refuse collection resources and attention to Refuse and Solid points for service express a greater willingness Waste Collection services at the present time. to pay, priority should be given to expanding City residents consider it their third most im- pay-for-service programs in these areas. portant service (out of 7), and their satisfaction level with the service is moderate, relative to · Attention should be given to expand- other services. The City Administration has ing or replicating the Zoomlion service mod- received, and is likely to continue to receive, el. This is because satisfaction with home-based considerable support in providing this service refuse collection service is considerably higher via the Zoomlion service which provides both when Zoomlion is the service provider. general cleaning in the City and home refuse pick-up services. Seeking a continuance and · Concentrated pockets of dissatisfaction possible expansion of Zoomlion services would with this service, which is ranked #3 in terms probably be advisable. of priority by residents, are readily identified on the GIS map of survey responses. Targeting · Residents overwhelmingly (80%) be- remedial measures to these pockets of dissat- lieve that the population needs to be edu- isfaction would very likely work quickly to im- cated not to litter and throw rubbish in the prove residents' perceptions of, and satisfaction gutters and drains and in the streets. The City with, the City Administration. Administration could re- spond to this by launch- ing a broad based educa- tion campaign to reduce littering. While consid- erably fewer residents (10%) believe that the problem could be solved by providing more lit- ter bins in public places and thoroughfares, this measure probably also warrants some consider- ation. · The City Adminis- tration might consider expanding refuse pick- up services to homes by either introducing or increasing fees for this service. Households, in- cluding those reporting lower monthly incomes, are largely willing to pay Overflowing Communal Refuse Bin, Ablekuma South a fee, or a higher fee, for 68 WATER Private Water Vending Truck, La Sub-Metro Accra City -- CONSULTATIVE CITIZENS' REPORT CARD Residents' Service Priority Rating: WATer 4th (out of 7 services) City residents at large consider water services to be of moderate importance, rank- ing it their 4th priority out of the 7 services. All sub-metros rank the service this way except for Ablekuma North. · Water services are known to be a much- have connections to the Ghana Water Company discussed issue amongst Accra residents and Limited (GWCL) service and are generally mod- it is, at first glance, somewhat surprising that erately satisfied with this service. It is the smaller residents do not accord water services a higher percentage of households (32%) that do not priority. However, water's lower-than-expected have a GWCL connection that express high lev- rating is likely explained by the fact that a sig- els of dissatisfaction with this service. nificant percentage of City households (68%) Legend · Grey = Satisfied/Very Satisfied · Orange = Dissatisfied · Red = Very Dissatisfied GiS Map: City Households' Satisfaction/Dissatisfaction with Water Services 71 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD Organization of This Section WATer · This discussion of water services is sepa- of the City's households. Part 2 of the section rated into 2 parts. Part 1 reports on the respons- focuses specifically on the responses and opin- es and opinions expressed by households who ions of the 32% of City households which do not receive their water from the Ghana Water Com- have a GWCL connection and who obtain their pany Limited (GWCL). This is a majority (68%) water from a variety of providers and sources. Ayawaso West Okaikoi North Percent [%] 50 - 56 Ayawaso Central 57 - 62 Ayawaso East LA 63 - 68 Ablekuma North Okaikoi South 69 - 74 75 - 80 Osu Klottery Ablekuma Central Ashiedu Keteke Ablekuma South 0 0.5 1 2 3 4 Miles Households [%] With Water Connection to Ghana Water Company Limited (GWCL), by Sub-Metro Ayawaso West Okaikoi North Percent [%] < 20 Ayawaso Central 20 - 28 Ayawaso East LA Ablekuma North 29 - 37 Okaikoi South 38 - 45 Osu Klottery > 45 Ablekuma Central Ashiedu Keteke Ablekuma South 0 0.5 1 2 3 4 Miles Households [%] Without Water Connection to Ghana Water Company Limited (GWCL), by Sub-Metro 72 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD PArT 1: Households with Ghana WATer Water Company Ltd. Service Residents' Responses Across · Almost all the households (96%) say they receive a water bill from the GWCL regularly once a month. The City at Large · Slightly more than half of GWCL house- · A majority (68%) of City households re- holds (57%) say they "usually" pay their water ceive their water service from the Ghana Wa- bill. Some 43% of households say they "some- ter Company (GWCL). times" or "never" pay their water bill. No clear reason could be determined as to why house- · Almost half of households with GWCL holds do not pay their bill; they variously an- connections say they have had sufficient ac- swered that "the water bills are not accurate", or cess to water over the past 12 months; 49% that they are "unhappy with the quality of water", of households report they have "always" or "of- but most elected not to respond to the question ten" had sufficient access to water. Some 46% of at all. An insignificant number responded saying households say they "only sometimes" or "rarely" they "couldn't afford to pay the bills". had sufficient access to water over the past year. And, 5% of households say they "never" had suf- · Households largely trust the quality of wa- ficient access to water over the past year. ter ­ assessed by turbidity, odor and water pres- sure ­ provided by the GWCL. Almost half (49%) · Most households (89%) with GWCL con- of households say they trust it and 42% say they nections have a water meter in their house, "somewhat" trust it. Just 9% of households say and in almost all cases (95%) they say the meter they categorically do not trust the water qual- is operational. ity. Amongst all households, 57% of households Never 5% No 9% Yes Always/Often 49% Sometimes/Rarely 49% Somewhat 46% 42% GWCL Households' Access to Water GWCL Households' Confidence in Water Quality 73 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD say their water only "some- times" has a cloudy, rusty or muddy color, 23% say their WATer water "sometimes" has an odor, and just 33% report that they "sometimes" have low water pressure. · Very few house- holds appear to have ille- gal connections to GWCL water services. Asked if they know of anyone in their neighborhood who has an illegal connection to the GWCL or has a booster pump to draw extra water from GWCL pipes, only a very few households (less than 3%) responded that they did. Asked if they thought such practices were acceptable, over 90% of households said they disapproved of such prac- tices. · Very few GWCL households (4%) have received a schedule from GWCL showing days/ times when they are scheduled to receive wa- Water Sachet Vendor, La Sub-Metro ter service. Residents' Responses Across whether they have had sufficient access to water over the past 12 months differs widely across sub-metros. Households in Osu Klot- The Sub-metros tey, Okaikoi South, and Ablekuma North report higher levels of sufficiency, with almost 60% say- · The percentage of households with ing they "always" or "often" had access over this GWCL connections differs considerably period. By contrast, only around 40% of house- across sub-metros. Connection rates are high- holds in La, Ayawaso West and Ayawaso East est in Osu Klottey (80%), Ablekuma South (79%) say they had sufficient access to water over this and Ayawaso West (75%). Connection rates are period. The survey is not able to pinpoint what lowest in Ashiedu Keteke (50%) and Ayawaso factors account for differences in sufficiency, but Central (58%). explanations could include differences in the frequency of water interruptions and/or higher · GWCL Households' perceptions of demand and usage rates across sub-metros. 74 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD Always/Often Sometimes/Rarely Never La WATer Osu Klottey Ashiedu Keteke Okaikoi North Okaikoi South Ayawaso West Ayawaso Central Ayawaso East Ablekuma South Ablekuma Central Ablekuma North Accra City 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% GWCL Households' Sufficiency in Water Supply over the last 12 months, by Sub-Metro · Households across all sub-metros expe- ies across sub-metros. As the GIS Map, below, rience interruptions in their GWCL water sup- shows, many households report experiencing ply, but the frequency of interruptions var- only infrequent interruptions, described as "just Legend · Green = Just occasional or no interruptions · Red = Frequent interruptions · Dark Red = Persistent interruptions GiS Map: Frequency of Water Interruptions in GWCL Connected Households 75 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD occasional" or "no" interruptions. Households holds in Ashiedu Keteke (75%) and Ablekuma that experience frequent interruptions ­ around South (70%) for instance, report that their water half the time ­ tend to be concentrated more in "frequently" or "sometimes" has a cloudy, rusty WATer south-west Ayawaso West. Households having or muddy color. By contrast, only 41% of house- persistent interruptions ­ almost every day ­ are holds in Ayawaso West report this. More house- concentrated more in Ablekuma Central and holds in Ashiedu Keteke (39%) than in Ayawaso West (22%) say their water "sometimes" or "al- Ablekuma South, in Osu Klottey, north-east Aya- ways has a "bad smell". waso West, and along the borderline of Ayawaso Central and Ayawaso East. · Water pressure seems to vary across sub-metros. One third of GWCL households re- · Water quality seems to vary quite con- port that they sometimes have low water pres- siderably across sub-metros. Using a layper- sure. However, in Ayawaso East and La, 48% and son's assessment of water quality, by which 42% of households, respectively, report having quality is assessed by turbidity, color, odor and generally "low" or "very low" water pressure. The pressure, some sub-metros report lower quality incidence of low water pressure is much less in water than others. A high percentage of house- Okaikoi South (22%) and Osu Klottey (24%). Frequently Sometimes Never La Osu Klottey Ashiedu Keteke Okaikoi North Okaikoi South Ayawaso West Ayawaso Central Ayawaso East Ablekuma South Ablekuma Central Ablekuma North Accra City 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% GWCL Households' Responses to Question "Does your water ever have a Cloudy, Rusty of Muddy Color?", by Sub-Metro 76 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD City Residents' Satisfaction with GWCL Service WATer · Satisfaction with GWCL service is rela- tively high with 58% of households reporting that they are "satisfied" or "very satisfied" with the service. · Households' level of satisfaction with Residential Water Tank for Storage Dissatis ed Satis ed GWCL water service is strongly linked to the 42% 58% reliability of their water supply. Households which experience only occasional interruptions in service are, predictably, most satisfied with the service. · Households are, overall, moderately satisfied with GWCL's efficiency and respon- siveness to clients. Only one third (33%) of Households' Satisfaction With GWCL Service households say they are satisfied with its ef- fectiveness in fixing service problems. But, 42% Very Occasional Satis ed Frequent Dissatis ed Very Dissatis ed Persistent 0% 20% 40% 60% 80% 100% % GWCL Households' Satisfaction Level by Frequency of Water Service Interruption 77 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD of households say they are satisfied with the households say they lodged a complaint about honesty of GWCL staff. Households have a more service over the past 12 months. Of those who positive perception of the helpfulness of GWCL lodged complaints, 75% report that no effort WATer staff; over 52% say staff are generally helpful. was made by GWCL to fix the problem. Some 13% report that some effort was made to fix the · As is the case for other services, GWCL cli- problem, and just 11% report the problem was ents do not tend to lodge complaints or report addressed and fixed. problems with the service. Only 6% of GWCL Legend ·Green = Satisfied or Very Satisfied ·Red == Dissatisfied or Very Dissatisfied Black = No GWCL connection GiS Map: Households' Satisfaction With GWCL Service, by Sub-Metro 78 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD Policy Implications For Ghana Water Company Ltd. WATer · Although 58% of households say they but, of those who do, 75% say that no effort are satisfied with GWCL service, this satis- was made to address their complaint and the faction level could be increased significantly problem remained unfixed. Improved efforts to if interruptions in the water supply were re- address client complaints should go hand-in- duced. Over half (51%) of GWCL clients report hand with efforts to encourage clients to report that they "rarely" or "never" have sufficient ac- service problems (presently very few do). One cess to water. It would be most strategic to work possible measure would be the introduction of to reduce water interruptions in areas where a telephone hotline which clients could use to they are reported to be most frequent (occur- report problems. ring almost every day), which is in Ablekuma Central, Ablekuma South, Osu Klottey, north- · GWCL could do a great service to the east Ayawaso West, and the borderline areas of City if it sought to improve equity in service Ayawaso Central and Ayawaso East. coverage. Currently, service is positively cor- related with monthly household income; the · Residents' satisfaction levels would higher a household's income the more likely it likely also be increased if they had more cer- is to have GWCL service. Relatively poorer sub- tainty about when service interruptions are metros are less well-served. The GIS map in Part likely to occur. GWCL has already worked to 2 shows where service coverage is lower and institute an area-based scheduling system for where new services would need to be focused the interruptions and has tried to inform house- to ensure more equitable coverage. These areas holds of their service schedule. However, there are Ashiedu Keteke; west-central Okaikoi North; are reportedly difficulties in maintaining these central Ayawaso Central; east-central Ablekuma schedules. Also, only a very small percentage North; and central-west Ayawaso East. Expan- of households (4%) report having received a sion of these services could be, at least in part, service schedule. It would, therefore, be worth- financed by fees paid by these households. The while exploring other methods of informing cli- Survey shows there is a strong willingness to ents about pending service interruptions. One pay for improved water service amongst house- possible system might be introduction of a tel- holds which are not connected to GWCL; more ephonic messaging system which would text than 50% report such a willingness. This willing- information to clients about likely service inter- ness to pay transcends household income levels. ruptions and explain the cause. Expansion of service to these underserved areas could also be supported through increased effi- · GWCL should work to improve its re- ciencies in fee collections, specifically by ensur- cord of responding to, and effectively fixing, ing collections from the 43% of GWCL-connect- service interruptions and problems. Currently, ed households that say they do not usually pay very few clients report complaints and problems their water bills. 79 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD PArT 2: WATer Households' without Ghana Water Company Ltd. Service · Households with lower monthly house- hold incomes are much less likely to have a Residents' Responses Across connection to the Ghana Water Company Ltd. Around 57% of households with monthly The City at Large incomes below 100 new Ghana Cedis have a GWCL connection compared to over 70% of · One third (33%) of City households do households with monthly incomes between not have a connection to the GWCL. These 501-1,000 new Ghana Cedis. 83% of households households obtain their water from a variety of with monthly incomes between 1,001-2,000 sources including fee-based public standpipes, new Ghana Cedis have a GWCL connection. private vendors selling moderate quantities of % connected to GWCL 5001-10000 2001-5000 New Ghana Cedis per month 1001-2000 501-1000 100-500 <100 0 20 40 60 80 100 % GWCL Connection by Household Income Category 80 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD water, large-scale vendors selling tanker-sized quan- Buy water tities, water kiosks selling from landlord Borehole WATer 2% 4% buckets and bottles of water, boreholes or wells, and small- quantity plastic sachet bags Well of water. Households rely 8% most heavily on private ven- dors and public standpipes Private vendor 31% for water, although water kiosks are also heavily used. Puplic Standpipe Only a small percentage of 29% households rely on boreholes (4%) or wells (8%). Private water Water kiosk · Only one third (31%) 18% tanks services of households without 8% GWCL service report that they "always" or "often" had sufficient access to water over the past 12 months. Main Sources of Water for Households Without GWCL Service More than half of households (53%) say they "only some- times" or "rarely" had sufficient access over the say they somewhat trust it, and just 9% report same period, and 16% say they "never" had suf- that they do not trust it. ficient access to water when they needed it. · A sizeable percentage of households · Households that receive their water from which do not have GWCL service say they would sources other than GWCL generally trust the be willing to pay a fee to have better access quality of that water; 46% say they trust it; 45% to water. Just over half of households say they Never No 16% 9% Always/Often Yes 31% 46% Somewhat Sometimes/Rarely 45% 53% Non-GWCL Households' Adequacy of Access to Water Non-GWCL Households' Confidence in Water Quality 81 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD would be willing to pay a fee to have better access Yes Not sure No to water, and a further 26% WATer of households say they are "not sure" if they are will- 1001 - 2000 New Ghana Cedis per month ing to pay for better ac- cess to water. It is reason- able to assume that a fairly 501 - 1000 sizeable proportion of this "not sure" group would be 101 - 500 persuaded to pay a fee if they were sure that a rea- sonable quality service < 100 was to be provided. 0% 20% 40% 60% 80% 100% · The willingness to pay for better access to Willingness to Pay for Improved Access to Water by Household water spreads across all Monthly Income Category household income groups. 60% of households re- porting monthly incomes between 501 - 1,000 new Ghana Cedis say they would be willing to Residents' Responses Across pay, and 52% of households reporting monthly incomes between 101 - 500 new Ghana Cedis The Sub-Metros report similarly. Even amongst households re- porting the lowest monthly incomes (< 100 new · One third of City households do not Ghana Cedis), 41% express a willingness to pay have GWCL service. While these households a fee. are spread across all sub-metros, they are more 60 50 40 % 30 20 10 0 Ablekuma Ablekuma Ablekuma Accra City Ashiedu Ayawaso East Ayawaso North Central Central Ayawaso West Okaikoi North La South Okaikoi South Osu Klottey Keteke Households Without GWCL Service, by Sub-Metro 82 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD Legend WATer · Red = No GWCL Connection Grey = GWCL Connection GiS Map: Households Not having GWCL Connections, by Sub-Metro concentrated in Ashiedu Keteke (49%), Okaikoi is the 3rd highest level of the 7 services, after North (41%), Ayawaso Central (40%), Ablekuma Basic Education and Public Markets North (35%) and Ayawaso East (34%). · Household satisfaction levels, how- · There is some difference across sub-met- ever, vary quite considerably across sub- ros in how households' without GWCL service metros. They are higher than average in Able- source their water. In Okaikoi North, Ablekuma kuma North (53%) and Osu Klottey (48%), and South and Ablekuma North households rely lower than average in La (17%) and Ayawaso more heavily on private vendors selling moder- East (26%). ate quantities of water. Households in Ashiedu Keteke and Ayawaso Central rely more on pub- lic, fee-based standpipes. · Reliance on boreholes and wells is limited across all sub-metros and is not concentrated in any particular locality. Satis ed 38% City Residents' Satisfaction Dissatis ed 62% With Service · Households that do not have GWCL ser- vice are, rather surprisingly, moderately sat- isfied with water service relative to the other services. 38% of these households say they are Non-GWCL Households' Satisfaction with Water Service satisfied with the service. This satisfaction level 83 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD Policy Implications WATer · The City should accord a moderate to ly correlated with higher monthly household high level of resources to improving water income. Relatively poorer sub-metros and areas services at this time particularly for house- within sub-metros are less well-served. The GIS holds without an existing GWCL connection. Wa- ter Services are a moderately high priority for city residents who rank it 4th out of the 7 services in terms of importance. Satisfaction levels are also moderate relative to other services, being the 3rd highest level of the 7 services. However, access to potable water for citizens is one of the Millenium De- Water Storage Tank in Private Residence, Ayawaso West velopment Goals and, beyond that, plays an important role in reducing disease and Map in Part II of this section shows where GWCL ill-health. For these reasons, it would be wise service coverage is lower and where expansions for the City to consider this a moderate/high in service coverage should be targeted. These priority. areas are Ashiedu Keteke; west-central Okaikoi North; central Ayawaso Central; east-central · It is important that the City Administra- Ablekuma North; and central-west Ayawaso tion encourage the Ghana Water Company East. The City might consider helping subsi- Limited to expand its service with a view to dize the expansion of services to poorer under- ensuring more equitable service coverage. served areas by seeking additional national or Currently, access to GWCL services is positive- external funding. 84 PUBLIC MARKETS Market Vendor, Vendor, La sub-metro Water Sachet Ashiedu Keteke 85 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD Residents' Service Priority Rating: PUbLiC MArKeTS 5th (out of 7 services) City residents at large accord lower priority to public market services, rating it 5th out of 7 services. Only in one sub-metro, Ayawaso West, do residents assign a higher importance to markets, saying it is their 3rd highest priority service. Residents' Responses Across The City at Large Clean · Public markets are vital commercial 34% centers for many City residents who use them extensively. Slightly more than 67% of Dirty households report shopping at the markets at 66% least once a week, and over half of this group of households say they use them several times a week. Some 13% of households report using them daily. Just 25% of households say they do not use the markets at all. Residents' Perceptions of Public Market Cleanliness · A majority (67%) of market users consider the organization and layout of the markets to be adequate. One third (33%) of users say market organization and layout is poor. Residents' Responses Across · Crowding in the markets is considered The Sub-Metros a problem by users. 62% of users find them "crowded" and 22% consider them to be "very · Market usage differs considerably crowded". across the sub-metros. Amongst users who shop at the markets at least once a week, us- · Cleanliness of the markets is an issue age rates are highest in Osu Klottey (75%) and for users, most of whom purchase food items Okaikoi South (74%). Usage rates are consider- there. Two thirds (66%) of users say the markets ably lower in Ayawaso West (53%) and Ayawaso are "dirty" or "very dirty". East (55%). 87 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD · These differences in usage rates to some ers consider public market organization and lay- PUbLiC MArKeTS extent reflect residents' proximity to markets; out to be "good". public markets are not provided in each sub- metro so residents of some sub-metros may · Crowded public markets are more of an need to travel some distance to reach the near- issue in some sub-metros than others. Close est public market. to a third of users in Ashiedu Keteke (30%) and Okaikoi South (29%) report that the markets are · Market users' perceptions of the organi- "very crowded". By contrast, just 13% of users zation and layout of public markets are notably in Ayawaso West and 16% in Ablekuma South different across sub-metros. A third or more of market users residing in Ablekuma North, Ablekuma Central, Ablekuma South, Ayawaso East, Aya- waso Central, Okaikoi North, Ashiedu Keteke, and La say market organization and layout is "poor". The lowest opinions of market organiza- tion and layout are held by residents of Ayawaso East and Ayawaso Central where 41% of users consider it to be "poor". Only in Osu Klottey do Public Toilet Facilities Serving Public Market more than 20% of market us- La Osu Klottey Ashiedu Keteke Okaikoi North Okaikoi South Ayawaso West Good Ayawaso Central Alright Ayawaso East Poor Ablekuma South Ablekuma Central Ablekuma North Accra City 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Residents' Perceptions of Market Organization & Layout, by Sub-Metro 88 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD consider the public markets they use to be "very · User dissatisfaction with City management PUbLiC MArKeTS crowded". of public markets is highest in Ayawaso East (63%), La (61%) and Ablekuma South (61%). · Dirtiness of public markets is a uni- versal concern. Close to two thirds of public market users in all sub-metros report that they are dirty. City Residents' Satisfaction Satis ed With Service 43% Dissatis ed · Users of the public markets are fairly 57% satisfied with the City's management of public markets; 43% consider the City's man- agement of this service to be "alright" or "very good". · Users' satisfaction with City management Public Market Users' Satisfaction with of public markets is considerably higher in Aya- City Management of the Markets waso West, at 55%, than in other sub-metros. La Osu Klottey Ashiedu Keteke Okaikoi North Okaikoi South Ayawaso West Satis ed Ayawaso Central Dissatis ed Ayawaso East Ablekuma South Ablekuma Central Ablekuma North Accra City 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Market Users' Satisfaction/Dissatisfaction with City Management of Public Markets, by Sub-Metro 89 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD · The map, below shows, by sub-metro, Ablekuma South, Ayawaso East, and La are the PUbLiC MArKeTS localities where households are more or less sub-metros where dissatisfaction is higher. satisfied with public markets. Households in Ayawaso West Okaikoi North Percent [%] 37 - 40 41 - 44 Ayawaso Central Ayawaso East LA 45 - 48 Ablekuma North Okaikoi South 49 - 51 52 - 55 Osu Klottery Ablekuma Central Ashiedu Keteke Ablekuma South 0 0.5 1 2 3 4 Miles Households' [%] Satisfied with City Management of Public Markets, by Sub-Metro 90 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD A SPeCiAL iSSUe -- PUbLiC MArKeTS Public Toilet Facilities in Public Markets · Provision of public toilet facilities near markets seems to be more or less adequate. Well over half (60%) of public market users report that public toilets are located near the markets they use. 22% of users say they don't know if such facilities are available. Just 18% of users say such facili- ties are not available at the market they use. · Provision of public toilet facilities seems adequate for public markets where usage rates are highest; in Ashiedu Keteke and Ayawaso Central 74% and 69% of users, respectively, report that these facilities are available. · Cleanliness of public toilet facilities serving market areas is an issue for residents of many sub-metros. Amongst all public market users, 40% consider the toilet facilities "dirty" or "very dirty", while 35% consider them "clean". 25% of public market users say they "don't know" if these facilities are clean or dirty which probably means they don't use the facilities. · Cleanliness of public toilet facilities serving market areas is a particular issue for resi- dents of Ayawaso Central, Okaikoi North and Ayawaso East. In Ayawaso Central 62% of those who express an opinion about the condition of these facilities say they are "very dirty" or "dirty". Conditions are evidently also unhygienic in Okaikoi North and Ayawaso East as 59% of residents in both sub-metros say the facilities are "very dirty" or "dirty". Possibly, conditions are most grave in Ayawaso East as a much higher percentage (31%) of residents here than elsewhere consider the facilities to be "very dirty". La Osu Klottey Ashiedu Keteke Okaikoi North Okaikoi South Ayawaso West Clean Ayawaso Central Dirty Ayawaso East Very Dirty Ablekuma South Ablekuma Central Ablekuma North Accra City 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Cleanliness of Public Toilets in Public Markets, by Sub-Metro* * Data include only market users and only users who said they knew of these facilities. 91 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD Policy Implications PUbLiC MArKeTS · The Survey findings suggest that the City vice whilst requiring relatively low investments. should accord relatively lower attention and Focusing these efforts specifically on markets resources to public market services than to in Ayawaso East and Ayawaso Central would some of the other services at this time. This is be most strategic given the higher percentage both because residents rate it a lower priority of residents in these sub-metros reporting un- service (it is rated 5th out of 7 priority servic- clean conditions. es), and because users of market services are fairly satisfied with the service; some 43% of public market users are satisfied with the service, which means it has the 3rd highest satisfaction level of the 7 services. · However, target- ing some modest ef- forts to improving mar- ket cleanliness ­ both general cleanliness and cleanliness of public toi- let facilities serving the markets ­ would very likely increase overall Roadside Furniture Market, Korle Bu, Ablekuma South satisfaction with this ser- 92 BASIC EDUCATION Water Sachet Vendor, Public School Children La sub-metro Accra City -- CONSULTATIVE CITIZENS' REPORT CARD Residents' Service Priority Rating: bASiC edUCATion 6th (out of 7 services) Residents at large consider City administered basic education services ­school furnishing, building maintenance, school toilet facilities, school security and, more recently, management of the school feeding scheme ­ to be a lower priority. They rate it 6th in order of importance out of the 7 services. The lesser importance residents accord this service reflects the fact that they are highly satisfied with the service. Residents' Responses Across (68%) say their children's school has piped wa- ter; almost all (94%) consider the school and The City At Large its grounds to be safe and secure for children; and some 90% say their children's school/s do a · Slightly more than half of City households good job of managing their waste and refuse. report having at least one child of basic school age (6 ­ 14 years). Of these households, 60% · Households with children attending pub- send their children to public basic schools and lic basic schools also report positively on the almost 40% send them to some form of private basic school. A very small percentage of house- holds ­ just 2% -- say they have basic school-aged children not attending school, but largely re- port that these children will com- Poor mence school in the next year. 13% · City households with chil- dren attending a public basic school report very positively on the City's education servic- es. Some 87% say public school buildings are in "good" or "very good" condition; 84% report that Good the availability and quality of 87% school furniture is "good" or "very good"; 81% think their children's public schools have adequate and separate boys' and girls' toi- let facilities; 84% say the toilet fa- cilities are kept in "reasonable" or City Residents' Perceptions of the Condition of Public Basic School Buildings "good" condition; over two thirds 95 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD quality of education provided in those facili- school enrollment rates are highest in Ayawaso bASiC edUCATion ties. Of these households, 20% think the quality West where 64% of households say their chil- is "good" and 72% "satisfactory". Just 8% think dren attend private basic schools. education quality is "poor". Teacher attendance rates appear to be high, with 94% of households · In all sub-metros, households with chil- rating them "good" or "satisfactory". dren in public basic schools report positively on the City's education services. However, · The vast majority of households (90%) some variations in opinions are evident across report being well engaged with, and informed the sub-metros. In terms of the conditions of about, their children's school through their par- ticipation in school meetings, PTA meetings and school buildings, perceptions are uniformly high, other school activities. but range from positive response rates of 81% in Ablekuma Central to 84% in Ashiedu Keteke to 96% in Ayawaso West. Households in Ayawaso Residents' Responses Across East and Ayawaso Central are slightly less posi- tive than the other sub-metros regarding the The Sub-Metros availability and condition of school furnishing, with almost 25% of households considering it to · Children's enrollment rates in public ba- be "poor" or "very poor". The largest difference sic schools differ quite significantly across sub- between sub-metros regarding public basic metros. Children are more likely to be enrolled school conditions is in terms of toilet facilities. in public basic schools in Ashiedu Keteke than In Ayawaso West a mere 4% of households think children in other sub-metros; here 80% of that their children's school/s do not have ad- households use public schools. The enrollment equate and separate toilets. This contrasts with rate in public basic schools is also higher, at 64%, rates of 33% in Ayawaso Central and 22% in Aya- in Ablekuma South and Ayawaso East. Private waso East and Ashiedu Keteke. La Osu Klottey Ashiedu Keteke Okaikoi North Okaikoi South Ayawaso West Public school Ayawaso Central Private school Ayawaso East Ablekuma South Ablekuma Central Ablekuma North Accra City 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Children's Enrollment in Public and Private Basic Schools, by Sub-Metro 96 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD bASiC edUCATion La Osu Klottey Ashiedu Keteke Okaikoi North Okaikoi South Ayawaso West Yes Ayawaso Central No Ayawaso East Ablekuma South Ablekuma Central Ablekuma North Accra City 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Availability & Adequacy of Separate Toilet Facilities for Girls & Boys, by Sub-Metro · Most of the households with children at- ity of education provided in those schools to be tending public basic schools consider the qual- "satisfactory" or "good"; 92% report this. La Osu Klottey Ashiedu Keteke Okaikoi North Okaikoi South Ayawaso West Good Ayawaso Central Satisfactory Poor Ayawaso East Ablekuma South Ablekuma Central Ablekuma North Accra City 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Quality of Education in Public Schools, by Sub-Metro 97 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD City Residents' Satisfaction bASiC edUCATion Dissatis ed With Service 15% · City residents are highly satisfied with the City's delivery of public basic school ser- vices. Households with children attending basic public schools have a satisfaction level of 85% with this service. Residents across the City re- Satis ed port the same satisfaction level (85%). This is 85% by far the highest satisfaction level recorded for any of the 7 services, and is almost 20 percent- age points higher than the satisfaction level re- ported for any other service. · There is some, but very limited variation in Residents' Satisfaction with Public Basic Schools satisfaction levels across sub-metros. Primary School Children School Attending Class 98 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD A SPeCiAL iSSUe -- bASiC edUCATion The School Feeding Program · The school feeding scheme is a popular program and is intended to improve children's learn- ing in school by providing them with some free nutritional food each school day. The school feeding scheme is intended to benefit children from poorer families. · More than half (53%) of City households with children attending public basic schools report that their child/ren receive food at school through the school feeding program. · Across the sub-metros, households whose children participate in the school feeding program consider the operation and quality of the school feeding program to be good; 88% of households say it is "good" or "very good". · The school feeding program is also reaching some children attending private basic education schools. This coverage is low, and is principally in Ayawaso Central and Okaikoi North. · The school feeding program in public schools does not seem to be sharply-targeted to students from less wealthy households. Some 60% of children from households whose monthly incomes are in the 2,001-5,000 and 5,001­10,000 new Ghana Cedis categories seem to receive food under the program. Yet, only round 50% of children from households in the lowest two monthly income categories report participating in the school feeding program. 70 60 50 40 % 30 20 10 0 less than 100 100- 500 501 - 1,000 1,001 - 2,000 2,001 - 5,000 5,001 - 10,000 New Ghana Cedis Households (%) with Children Receiving School Feeding, by Income Category 99 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD · Program coverage levels do not appear to be closely linked to the incidence of very low in- bASiC edUCATion come households (those earning < 100 new Ghana Cedis per month) in the sub-metros. For in- stance, program coverage is high in well-off Ayawaso West where 65% of households report that their children receive coverage, but only 10% of households are very low income households. Simi- larly, in Okaikoi North some 66% of households report that their children receive coverage, but only 20% of households are very low income households. This being said, program coverage is highest, at 67%, in Ashiedu Keteke where the incidence of very low income households is highest at 27% Program coverage is lowest, at 42%, in La where a relatively high percentage (23%) of households are very low income households. Children in School Feeding Programme HH income <100 new Ghana Cedis per month 80 70 60 50 % 40 30 20 10 0 West Ashiedu Keteke Okaikoi Okaikoi North South Accra City Central Ayawaso Ayawaso Ayawaso Central Ablekuma Ablekuma Ablekuma East Osu La Klottey North South Incidence of School Feeding & Very Low Income Households (<100 new Ghana Cedis per month), by Sub-Metro 100 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD Policy Implications bASiC edUCATion · At this time, the City Administration and condition of toilet facilities to be "good" or need not invest significant additional re- "very good". By contrast, just 63% of households sources or energies in improving this service in Ayawaso Central consider these facilities to across the City at large. This is because residents be "good" or "very good". are highly satisfied with the City's performance on this service, and because they accord it low · There is some considerable scope to priority (it is rated 6th out of the 7 services). sharpen the targeting of the school feed- ing program so that coverage of children from · However, it would be strategic for the households in the lowest income category is City to give some priority to improving school raised. It is children from these households facilities in Ayawaso Central. Here, a somewhat whose school attendance and learning is most higher percentage of residents rate the facilities likely to be improved through a school feeding "poor" or "very poor". The school facility in this program. Thus, the program will be more effi- sub-metro that stands out as needing the most cient and effective the more finely targeted it is immediate attention is toilets. Across the City at to children from lower income households. large, 80% of residents consider the provision School Toilet Facilities 101 ROADS Water Sachet Vendor, La sub-metro Road to Ablekuma North Sub-Metro Office Accra City -- CONSULTATIVE CITIZENS' REPORT CARD Residents' Service Priority Rating: roAdS 7th (out of 7 services) City residents consider roads to be their lowest service priority, rating it 7th out of the 7 services. Residents in all sub-metros accord this service low priority, except in Ablekuma North. Here, residents have a markedly different opinion about the priority of roads and consider it their highest (#1) priority. choice of a small percentage (8%) of residents, and a remarkably small percentage (0.3%) A Note for Readers: It is very probable that rely on metro mass transit buses. Only 11% of City residents are not fully aware that differ- residents say they habitually walk to work and ent authorities are responsible for construc- to shop. tion and maintenance of different roads in the City. Secondary roads are the responsibil- ity of the City, while the principal commuter roads are the responsibility of national au- Motor thorities. The Citizens' Report Card Survey bike/bicycle did try to tease out differences in residents' 0.7% Walking Own car opinions of national roads and secondary 11% 10% Taxi Metro Mass roads by asking separate questions about 8% Transit Buses 0.3% "main" (national) roads and "neighborhood" (secondary) roads. Structuring the Survey questions this way probably has helped resi- dents distinguish between national and sec- Tro-tro(local ondary roads, but undoubtedly did not fully minibuses) resolve the issue. The Survey findings should 70% thus be considered bearing this in mind. Residents' Responses Across Forms of Transport Used for Work and Shopping The City at Large · Almost 62% of City residents say the · City residents are very mobile, commut- condition of the "main roads" in the City at ing both to work and shop. Most residents rely large is "good" or "very good". Factors such as on a variety of transportation to get to work and narrowness of roads, quality of road surface and to go shopping, foremost amongst which is the periodic flooding of surfaces are not widely con- tro-tro or local minibus. This is the main form sidered to be a problem on the main roads. of transport for 70% of commuters. A relatively small percentage (10%) of City residents com- · The major problems with the "main" roads mute using their own cars. Taxis are the usual include bad traffic congestion, encroachment of 105 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD % 0 10 20 30 40 50 60 roAdS Tra c congestion is bad Too many vendors have encroached on the road Too many cars and lorries park alongside or on the road Quality of road surface is poor (bumps, potholes, etc.) Too narrow Flooded and muddy in rainy season Residents' Identification of the Principal Problems with "Main" Roads vendors on the roads, and ve- hicles parked on or alongside the roads, in that order of im- portance. 55% of City residents say traffic congestion is bad, 41% identify the encroach- ment of vendors on roads as being a serious problem, and 33% say lorries and cars parked on or alongside the road are a serious problem. · When asked specifical- ly to assess traffic congestion on the "main" City roads, al- most all City residents (97%) responded that it is "bad" or "very bad". · Residents think "neigh- borhood" (secondary) roads are in poorer condition than the City's "main roads"; 51% consider their neighborhood roads to be in "poor" or "very Traffic Congestion on "Main" Commuter Road poor" condition. 106 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD % 0 10 20 30 40 50 roAdS Quality of road surface is poor (bumps, potholes, etc.) Do not have a hard surface on them Too narrow Tra c congestion is bad Flooded and muddy in rainy season Too many cars and lorries park alongside or on the road Too many vendors have encroached on the road Residents' Identification of the Principal Problems with "Neighborhood" Roads · Residents consider the bad condition encroachment on roads, and cars and lorries of "neighborhood" roads to be a significant parked on or alongside roads, are significant issue. Around 41% of residents report that the problems on their neighborhood roads. biggest problem with their neighborhood roads is the quality of the road surface (it has bumps, · Alleys are fairly widespread in the city potholes etc.). Some 32% of residents say that with 38% of residents reporting that they have their neighborhood roads do not have a hard them in their neighborhood. surface on them (i.e., are dirt roads). Residents do not think that traffic congestion, vendor · A majority of residents (93%) are unhap- % 0 10 20 30 40 50 Too narrow Too dirty Unsafe Too dark Too muddy Too narrow for emergerncy services to get in Too many vendors so access is di cult Residents' Identification of the Principal Problems with Alleys 107 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD py with the condition of alleys in their neighbor- rates are highest in Ayawaso East. Residents liv- hood. Almost 40% of residents think the alleys ing in the poorer sub-metros of Ashiedu Keteke are "too narrow", 30% say they are dirty, and and Ayawaso Central are most likely to walk to roAdS 27% say they are unsafe or too dark. work or to do their shopping; 28% of residents in Ashiedu Keteke and 17% in Ayawaso Central say · Well over half (57%) of residents consider this is their principal means of getting around. the provision of street lighting in the City to be inadequate or poor. · City residents in most sub-metros consid- er the City's "main" roads to be in good condi- tion. However, opinions on this vary somewhat Residents' Responses Across across sub-metros, likely reflecting the popula- tions' different levels of reliance on these roads. The Sub-Metros Residents of Ashiedu Keteke (69%), Ayawaso East (67%) and Osu Klottey (67%) are more likely to say the roads are in "good" condition. A · Residents' principal mode of trans- somewhat lower percentage (57%) of residents portation for commuting to work and going in Okaikoi North and Ayawaso West consider the shopping differs considerably across sub- "main" roads to be in "good" condition. metros. To some considerable extent this re- flects wealth differences across the sub-metros. · Residents' opinions of the condition Residents of Ayawaso West are much more likely of "neighborhood" roads vary considerably than other residents to rely on privately owned across the sub-metros. Slightly less than three vehicles; 37% use their own cars. Tro-tros are quarters of residents in Ayawaso West (74%) and the dominant form of transport for residents Osu Klottey (72%) think their "neighborhood" of Ablekuma North, Okaikoi North and Okaikoi roads are in good condition. By contrast, only South where around 80% say they habitually around a third of residents of Ablekuma North use them. Very few residents appear to have the (32%), Okaikoi North (33%) and Okaikoi South option of using a bus service, but utilization (35%) hold this opinion. La Osu Klottey Ashiedu Keteke Okaikoi North Okaikoi South Ayawaso West Good Ayawaso Central Poor Ayawaso East Ablekuma South Ablekuma Central Ablekuma North Accra City 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Residents' Opinions of the Condition of "Neighborhood" Roads, by Sub-Metro 108 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD · Residents in different sub-metros at- the "down town" submetros of Ashiedu Keteke tribute problems with their "neighborhood" (76%) and Osu Klottey (63%) report that traffic roads to different factors. In Ashiedu Keteke congestion is bad or very bad in their neigh- roAdS and Osu Klottey ­ the "down town" sub-metros borhood. However, 60% of residents in Okaikoi ­ residents identify the main problems with North and Ablekuma North also report that their roads as being bad traffic congestion. 36% traffic congestion is bad in their neighborhood. of residents in Ashiedu Keteke and 31% of resi- Traffic congestion appears to be much less of dents in Osu Klottey identify this as a serious a problem in Ayawaso West and Okaikoi South problem. Elsewhere, in Ablekuma North and where only 46% and 45% of residents, respec- Okaikoi South submetros, residents consider the tively, report this to be a problem. condition of roads to be the main problem. In Ablekuma North ­ Good Street Layout but High Incidence of Unpaved Roads (Google Earth Map) Ablekuma North, more than half of households · Residents in different sub-metros iden- say the main problems with their roads are that tify different problems with the alleys in their they are in poor condition (have bumps, pot- neighborhoods. Households in Okaikoi South holes, etc.) and are not paved, while 26% say the and Ayawaso Central are most concerned about roads are flooded and muddy in the wet season. the uncleanliness of the alleys. Residents of Osu And, in Okaikoi South, 52% of households say Klottey and Okaikoi South are most concerned the quality of their roads is poor (have bumps, about unsafety. And, residents of Ashiedu potholes, etc.); 44% say the roads are not paved, Keteke and Osu Klottey are most concerned and 25% say the roads are muddy and flooded about crowding and encroachment of vendors in the wet season. in the alleys. · Traffic congestion is reported to be much · Residents of different sub-metros have worse in some sub-metros than others. Not sur- different opinions about the quality and ad- prisingly, a higher percentage of residents in equacy of street lighting in their neighbor- 109 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD La Osu Klottey roAdS Ashiedu Keteke Okaikoi North Okaikoi South Ayawaso West Bad Ayawaso Central Not Bad Ayawaso East Ablekuma South Ablekuma Central Ablekuma North Accra City 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Residents' Opinions on Traffic Congestion, by Sub-Metro hood. Over 60% of residents in Ayawaso West borhood. This difference of opinion across sub- and Osu Klottey consider street lighting to be metros likely reflects differences in the provision good in their neighborhood, while only around and maintenance of neighborhood street light- a third of residents in Ablekuma South and Able- ing between the areas. kuma Central say this is the case in their neigh- La Osu Klottey Ashiedu Keteke Okaikoi North Okaikoi South Ayawaso West Good Poor Ayawaso Central Ayawaso East Ablekuma South Ablekuma Central Ablekuma North Accra City 0% 20% 40% 60% 80% 100% Residents' Opinions of the Adequacy and Quality of Neighborhood Street Lighting, by Sub-Metro 110 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD City Residents' Satisfaction With Service roAdS · City residents' satisfaction with roads is moderate relative to the other services; 43% of residents report being satisfied with the roads. Dissatis ed Satis ed The GIS Map, below, shows that satisfaction and 57% 43% dissatisfaction is fairly evenly spread across the City, except in parts of Ayawaso West and Osu Klottey where dissatisfaction is more evident in the west and south east areas of the respective sub-metros. · City residents' satisfaction levels, however, City Residents' Satisfaction with Roads differ somewhat depending on whether they are considering the condition and maintenance of "main" roads or just "neighborhood" roads. Residents' satisfaction with the condition and all roads ("main" and "neighborhood" roads maintenance of "neighborhood" roads, at 36%, combined). The City Administration is respon- is considerably lower than their satisfaction with sible for the "neighborhood" roads. Legend · Green = Satisfied/Very Satisfied · Red = Dissatisfied/Very Dissatisfied GiS Map: Location of Residents Satisfied and Dissatisfied with Roads 111 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD Satisfaction levels are much lower in Ableku- ma North, Ayawaso Central and OkaiKoi South where 70% or more of residents say they are roAdS "dissatisfied" or "very dissatisfied" with the con- dition and maintenance of roads. Satis ed 36% Ayawaso West Dissatis ed 64% Okaikoi North Ayawaso Central Ayawaso East LA Ablekuma North Okaikoi South Residents' Satisfaction with the Condition & Osu Klottery Ablekuma Central Maintenance of "Neighborhood" Roads Ashiedu Keteke Percent [%] < 35 Ablekuma South 35 - 45 · City residents' satisfaction with "neigh- 46 - 55 56 - 65 borhood" roads differs considerably across sub- 0 0.5 1 2 3 4 Miles > 65 metros. Satisfaction levels are highest in Osu Klottey and Ayawaso West where 61% and 51% Incidence of Households Saying Condition of of residents, respectively, report being satisfied Neighborhood Roads is Poor, by Sub-Metro with the condition and maintenance of roads. La Osu Klottey Ashiedu Keteke Okaikoi North Okaikoi South Ayawaso West Satisfied Ayawaso Central Dissatisfied Ayawaso East Ablekuma South Ablekuma Central Ablekuma North Accra City 0% 20% 40% 60% 80% 100% Residents' Satisfaction with the Condition & Maintenance of their "Neighborhood" Roads, by Sub-Metro 112 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD A SPeCiAL iSSUe -- Roadside Vending roAdS Vendors are a ubiquitous presence on, or alongside, most roads in the City. They are also a very strong presence in alleys in certain sub-metros. They fill residents' need for fast service ­ for refresh- ing drinking water in sachets during long traffic commutes, for instance ­ but also contribute to congestion, littering and unsafety on the roads. · City residents generally consider road- side vendors to be a problem. Indeed, City resi- dents at large say roadside vendors are the second biggest problem with roads. (Residents consider traffic congestion to be the biggest problem.) · Over two thirds (77%) of residents say roadside vendors should not be permitted to sell their goods on the roads, in alleys, and on street pavements. This opinion is widely held across sub- metros, but is slightly more prevalent amongst resi- dents of Ayawaso West, Ayawaso Central, and Osu Klottey. · Some 14% of residents hold a more mod- erate view on roadside vending and say that "only a few" vendors should be allowed and that they should be regulated by a fee-based permit system. Roadside Vendor Selling Cloth This opinion is held mainly by residents of Ashiedu Keteke, Ayawaso East and Ablekuma North. · Just 8% of residents are of the opinion that anyone should be able to be a roadside vendor. La Osu Klottey There should be no restriction on Ashiedu Keteke street vending Okaikoi North Okaikoi South Vending should Ayawaso West be limited and require permits Ayawaso Central Ayawaso East Ablekuma South Vending Ablekuma Central should not be permitted Ablekuma North Accra City 0% 20% 40% 60% 80% 100% Residents' Opinions on Roadside Vendors, by Sub-Metro 113 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD Policy Implications roAdS · The City Administration should accord a lower level of importance and relatively few resources to the quality and maintenance of "neighborhood" roads at the present time. This is because residents rate roads their low- est priority (7th out of 7 services) amongst the services, and also because residents are mod- erately satisfied with the service relative to the other services. Some 36% of residents are satis- fied with "neighborhood" roads, placing it 4th (it is tied with Refuse and Solid Waste) in order of satisfaction level. · It would be strategic to target some efforts to improving "neighborhood" roads specifically in Ablekuma North. This is be- cause residents of this sub-metro differ sharply from the other sub-metros in that they rated roads their top priority service. They also have the lowest satisfaction level with roads of any sub-metro. Additionally, more than half of Able- kuma North residents report that the condition of their roads is "poor" (bumpy, potholed, un- Traffic Congestion, Korle Gonno, Abelkuma South paved, etc.) · Roadside vending should be sharply with the roads, and more than three quarters of curtailed, possibly by introducing a licensing residents (77%) say that vendors should not be fee for vendors. Residents consider roadside allowed to sell their products on or alongside vendors to be the 2nd most significant problem the roads or on street sidewalks. 114 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD RESIDENTS' PERCEPTIONS OF AMA OFFICIALS RESIDENTS' PERCEPTIONS OF AMA OFFICIALS 115 RESIDENTS' PERCEPTIONS OF AMA OFFICIALS Accra Metropolitan Assembly Office Accra City -- CONSULTATIVE CITIZENS' REPORT CARD reSidenTS' PerCePTionS Residents' Perceptions of of AMA offiCiALS AMA Officials The Citizens' Report Card Survey included a special section which gathered perceptual in- formation from respondents on City officials. Survey respondents were first asked to give their opinions on the performance and comportment of City officials. They then responded to questions designed to gather information about their connections with, and perceptions of, local Assembly Members. Additionally, a short series of questions gathered information on residents' perceptions of the adequacy of the City's budget, their willingness to pay higher taxes, and their readiness to consider other sources of taxation. This part of the Report pres- ents the findings from this section of the Survey, both for the City at large, and for individual sub-metros. Residents' Perceptions Across · Residents' satisfaction with the City ad- ministration's capacity to provide services is low. Just 36% of respondents report being sat- The City At Large isfied with the City's performance in providing core services; 64% report being dissatisfied. · Residents' perceptions of the City ad- ministration, its executive officers, and its · Residents are least satisfied with the ability to deliver services is uniformly low. In City administration's ability to fix problems general, only around 25% of residents hold posi- with service delivery; just 19% report being tive opinions and report being satisfied with the satisfied. This means 81% of residents are dissat- City administration and the performance of its isfied with the City Administration's capacity in officials. this area. Satis ed 19% Satis ed 36% Dissatis ed Dissatis ed 64% 81% Residents' Satisfaction with the City's Capacity to Residents' Satisfaction with the City's Ability to Fix Provide Services Service Problems 119 reSidenTS' PerCePTionS Accra City -- CONSULTATIVE CITIZENS' REPORT CARD · Residents' satisfaction with their access tion issues. Only one quarter (25%) of residents of AMA offiCiALS to City officials is low. Just over 27% of respon- say they are satisfied with the amount of infor- dents are satisfied with their ability to reach or mation they receive from the City on these is- access City officials when they need to request a sues; three quarters of residents (75%) say they service, report a problem, or lodge a complaint. are dissatisfied with the amount of information they receive. Satis ed 27% Satis ed 25% Dissatis ed 73% Dissatis ed 75% Residents' Satisfaction with Access to Officials Residents' Satisfaction with the Amount of Information Received on Services & Taxes · Residents generally consider City offi- cials to be unhelpful. Only 30% of residents re- port being satisfied with the helpfulness of City · Most residents have a low opinion of the officials. honesty of City officials. Almost three quarters (73%) of respondents report being dissatisfied with the honesty of City officials, and just 27% say they are satisfied. Satis ed 30% Dissatis ed Satis ed 70% 27% Dissatis ed 73% Residents' Satisfaction with the Helpfulness of City Officials · There is widespread dissatisfaction with Residents' Satisfaction with the Honesty the City's provision of information on service of City Officials coverage and delivery, and also on local taxa- 120 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD reSidenTS' PerCePTionS · City residents are generally out of touch vice problems, provide information, and re- of AMA offiCiALS with their Assembly Members and have little spond to concerns. However, some variations confidence in them as representatives. House- in these perceptions are observed across the holds report having only very limited contact sub-metros. with their Assembly Members. Across the City at large, just 13% of respondents said that they · Residents' satisfaction with the City's had had some contact with the Assembly Mem- capacity to deliver services varies consider- ber for their electoral area over the past year. ably across sub-metros. Satisfaction levels are considerably higher in Ayawaso West, where · Residents also generally do not consider over half of respondents (51%) report being the Assembly Members to be effective in their satisfied. Somewhat surprisingly given Ashiedu positions. Only 17% of survey respondents Keteke residents' dissatisfaction with the provi- think that their Assembly Member works hard sion of certain services, 43% of residents report to improve services in their neighborhood. This being satisfied with the City's capacity to de- means that 83% of respondents do not think liver services. Satisfaction levels are very low in their Assembly Member works hard to improve La and Okaikoi North where just 28% and 30% services in their neighborhood. of residents, respectively, report being satisfied with the City's capacity to provide services. Residents' Perceptions · Residents in the different sub-metros are uniformly dissatisfied with the City's ability to fix Across The Sub-Metros problems with service delivery. Little variation in this opinion is evident across sub-metros. In no sub-metro do more than 25% of residents · Residents of the different sub-metros report being satisfied with the City on this issue. generally have similar, low, perceptions of Satisfaction levels are lowest on this in La (12%), the City's ability to deliver services, fix ser- Okaikoi North (15%) and Ayawaso East (17%). La Osu Klottey Ashiedu Keteke Okaikoi North Okaikoi South Ayawaso West Satis ed Ayawaso Central Dissatis ed Ayawaso East Ablekuma South Ablekuma Central Ablekuma North Accra City 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Residents' Satisfaction with City Services, by Sub-Metro 121 reSidenTS' PerCePTionS Accra City -- CONSULTATIVE CITIZENS' REPORT CARD of AMA offiCiALS La Osu Klottey Ashiedu Keteke Okaikoi North Okaikoi South Ayawaso West Satis ed Ayawaso Central Dissatis ed Ayawaso East Ablekuma South Ablekuma Central Ablekuma North Accra City 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Residents' Satisfaction with the City's Ability to Fix Service Problems, by Sub-Metro · Residents in all sub-metros are uniform- where residents generally report high levels of ly dissatisfied with their ability to reach City satisfaction with services. The highest levels of officials when they want to request a service, dissatisfaction in this regard are reported in La report a problem, or lodge a complaint about a and Okaikoi North where 83% and 78% of resi- service. This is the case even in Ayawaso West dents, respectively, report being dissatisfied. La Osu Klottey Ashiedu Keteke Okaikoi North Okaikoi South Ayawaso West Satis ed Ayawaso Central Dissatis ed Ayawaso East Ablekuma South Ablekuma Central Ablekuma North Accra City 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Residents' Satisfaction with their Access to City Officials, by Sub-Metro 122 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD reSidenTS' PerCePTionS of AMA offiCiALS La Osu Klottey Ashiedu Keteke Okaikoi North Okaikoi South Ayawaso West Satis ed Ayawaso Central Dissatis ed Ayawaso East Ablekuma South Ablekuma Central Ablekuma North Accra City 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Residents' Satisfaction with the Helpfulness of Officials, by Sub-Metro · There is some variability across sub- with those in La (20%), Okaikoi South (15%) and metros in satisfaction with the helpfulness and Ablekuma South (27%). responsiveness of City officials, although sat- isfaction levels are generally low. Residents in · Households in all sub-metros would Ayawaso West report the highest level of satis- clearly like to receive more information from faction (43%) with the helpfulness of City offi- the City on service provision and local tax is- cials. Ayawaso West's satisfaction level contrasts sues. Residents in Osu Klottey are most satisfied La Osu Klottey Ashiedu Keteke Okaikoi North Okaikoi South Ayawaso West Satis ed Ayawaso Central Ayawaso East Dissatis ed Ablekuma South Ablekuma Central Ablekuma North Accra City 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Residents' Satisfaction with the Amount of Information Received on Services & Taxes, by Sub-Metro 123 reSidenTS' PerCePTionS Accra City -- CONSULTATIVE CITIZENS' REPORT CARD with the amount of information they receive, yet Members work hard to improve services in of AMA offiCiALS their satisfaction level is only 35%. In La, a mere their neighborhood. 18% of residents report being satisfied with the amount of information they receive from the · In general, only around 13% of residents in City on service provision and local tax issues. the sub-metros report having had some contact with their Assembly Member over the past year. · Residents in different sub-metros have Only in Okaikoi South and Okaikoi North do a slightly different perceptions about the hon- slightly higher percentage (18%) of residents esty of City officials. Perceptions are somewhat report having had contact with their Assembly more positive in Ayawaso West where 43% of Members over the past 12 months. residents say they are satisfied with the honesty of City officials. In Osu Klottey and Ayawaso Cen- tral slightly more than 35% of residents report · A very high percentage of residents in each being satisfied. Satisfaction with the honesty of of the sub-metros say they do not think their City officials is lowest in La, Okaikoi North, Able- Assembly Member works hard to improve ser- kuma Central, and Ablekuma North where only vices in their neighborhood. In Okaikoi South, around 20% of residents report being satisfied 24% of residents ­ the highest percentage of with the honesty of City officials. any sub-metro -- think their Assembly Member works hard to improve services in their neigh- · Residents in all sub-metros have very borhood. In Ablekuma North just 7% of resi- limited contact with their Assembly Mem- dents say their Assembly Member has worked bers and most do not believe their Assembly hard in this regard. La Osu Klottey Ashiedu Keteke Okaikoi North Okaikoi South Ayawaso West Satis ed Ayawaso Central Dissatis ed Ayawaso East Ablekuma South Ablekuma Central Ablekuma North Accra City 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Residents' Satisfaction with the Honesty of City Officials, by Sub-Metro 124 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD reSidenTS' PerCePTionS A SPeCiAL iSSUe -- of AMA offiCiALS Residents' Willingness To Pay · City residents appear to have some confidence that the City Administration can improve its performance and enhance service coverage and quality. Although City residents express widespread and deep dissatisfaction with the City Administration on some key performance indica- tors, a sizeable percentage of residents express a willingness to pay more taxes to improve services. Residents' confidence in the City may stem, in part, from the fact that City residents at large believe that the delivery of some core services (refuse and solid waste removal, toilets and sanitation, mar- kets, and water) improved over the past 12 months. · Residents are uncertain on whether the City Administration's budget is sufficient to provide all the services needed by its residents. Around 45% of residents think the City does have sufficient funds while 36% say they "don't know", and 19% say it does not. · Close to half (48%) of res- idents would be willing to pay higher taxes to the City if they were assured that they would re- Ayawaso West ceive better services. This level of willingness to pay was more or Okaikoi North less uniform across all the sub- metros and showed no signifi- cant variation between wealthy and less wealthy sub-metros. Ayawaso Central Ayawaso East LA Ablekuma North · When asked what kinds Okaikoi South of new taxes they most favored as a means of raising additional Ablekuma Central Osu Klottery revenues for the City, some 22% Percent [%] Ashiedu Keteke of residents said they would sup- 45.1 - 46.4 port the introduction of new local Ablekuma South 46.5 - 47.6 47.7 - 48.8 taxes (on the sale of items such as 48.9 - 50.1 tobacco, alcohol, etc.), and 21% 0 0.5 1 2 3 4 50.2 - 51.3 Miles favored a new, or increased, tax on large businesses. Support for Incidence of Households [%] Willing to Pay Higher Taxes For increased taxation of small busi- Better Services, by Sub-Metro nesses was very low. 125 reSidenTS' PerCePTionS Accra City -- CONSULTATIVE CITIZENS' REPORT CARD Policy Implications of AMA offiCiALS · It is important that the City Administra- overwhelming interest in receiving feedback tion work to improve City residents' percep- on the Survey findings, the dissemination of the tions of its officials, which are currently very Survey findings also provides an opportunity to low. Perceptions are low both in terms of per- engage directly with residents across the City ception of the City Administration's ability to de- at large and within the respective sub-metros. liver and maintain services, and in terms of the In the medium-term, implementation of a City Administration's culture of service (accessi- broader and deeper communications strat- bility, helpfulness, honesty of officials, and com- egy, which not only presents information munication). These issues evidently need to be to residents but seeks their comments and addressed across the City at large, but need par- views too, should be pursued. ticular attention in La and Okaikoi North where perceptions are considerably lower than in oth- · Residents expressed deep dissatisfaction er sub-metros. Improving residents' perceptions with their ability to reach officials when they will obviously depend on improvements being need a service, want to report a service problem, made in service coverage and quality as well as or make a complaint. They also rated the City's in officials' service culture. However, the oppor- ability to fix service problems extremely low. tunity also exists to improve perceptions simply Given that dissatisfaction levels were highest in by communicating more frequently and effec- these two areas it suggests that the City Admin- tively with City residents, particularly on their istration should give particular attention to ad- identified service priorities. dressing these issues. An effective first reme- dial step might be to introduce a simple and · While residents' perceptions of the per- quick central system ­ possibly a telephone formance and effectiveness of the City Admin- hotline -- which residents could use to report istration is generally low, some clear, and even problems and lodge complaints. This would "quick win", opportunities exist to turn things reduce the existing confusion amongst residents around. An immediate, low-cost, potentially as to where they should report problems and high return approach would be to significant- lodge complaints about services. Information ly increase the City Administration's com- about the introduction of such a hotline would munication and outreach to City residents. need to be widely and repeatedly circulated. Increased dissemination of information on the However, if such an approach is introduced, it Administration's programs and activities using will be imperative to concurrently work to im- existing media channels with high penetration prove service agencies' timeliness and effective- levels ­ radio, television, newspapers ­ should ness in responding to the reported problems. certainly yield solid returns. The findings ema- nating from this Citizens' Report Card Survey · A number of the Survey findings, includ- provide a ready vehicle on which to launch such ing residents' low perceptions of City officials' communications. The Survey has provided a sta- helpfulness and honesty, suggest that there tistically representative sample of households is a need to work to strengthen a "service with the opportunity to identify their priority culture" amongst officials, and particularly services, express their satisfactions and dissat- amongst front-line officials who deal most isfactions, and give their opinions on City man- directly with the public. This could be done by agement issues. As such, this Survey presents providing on-going training programs for offi- an opportunity for the City Administration cials; by rewarding and acknowledging officials to acknowledge that it has "heard" residents' and units that implement a "service culture"; views and to confirm that it plans to consider and by providing opportunities for residents to how it might best address residents' priori- report incidences of disrespectful treatment or ties and concerns. Given Survey respondents' dishonesty with impunity. 126 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD ABOUT THE CITIZENS' REPORT CARD SURVEY Feedback About the Survey Design 127 FEEDBACK Water Causeway, Ayawaso East Accra City -- CONSULTATIVE CITIZENS' REPORT CARD feedbACK 130 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD Feedback on the Citizens' feedbACK Report Card Survey · Survey respondents said they were very interested in re- ceiving feedback on the informa- tion collected by the Survey. 88% No 12% of all Accra City respondents said they would like to know about the findings. · Residents said they would Yes prefer to receive feedback on the 88% Survey via TV and/or radio. When asked how they would most like to get feedback on the survey, al- most 66% of respondents favored TV programs and 56% radio. Only 16% of respondents prefer news- Residents' Interest in Receiving Feedback on the Survey Findings paper articles and 13% brochures. Meetings held in community facilities Community meetings held at the Sub-metro o ce with the Assembly Members Brochures distributed to homes TV programs Magazine articles Newspaper articles Radio shows City Administration announcements 0 10 20 30 40 50 60 70 % Residents' Preferred Means of Receiving Feedback on the Citizens' Report Card Survey Findings 131 ABOUT THE SURVEY DESIGN Downtown Ashiedu Keteke 134 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD AboUT The SUrvey deSiGn About The Survey Design Survey Questionnaire sub-metros were represented with statistical precision. Development · A stratified multistage probability sample design was used. The Explicit Strata were the 11 · The Survey Questionnaire was developed sub-metros. The Primary Sampling Units were with great care drawing on information gath- the 2000 Census Enumeration Areas (EAs); 366 ered from a range of sources including: exten- EAs were drawn for the sample. The Secondary sive in-depth interviews with a large number of Sampling Units were 10 households systemati- AMA officials, including officials working in sub- cally selected in each EA. In total, the sample size metro offices; working meetings held with offi- was 3,660 households. cials from the Ghana Water Company Ltd., dis- cussions with World Bank Task Team Leaders and · The predetermined number of EAs per country counterparts working on World Bank- sub-metro was drawn based on probability pro- supported operations in the urban municipal portional to size, using the power allocation rule. services and water sector; broad-based consul- This was done in order to slightly decrease the tations with a range of NGOs working in the mu- allocation of EAs to the larger sub-metros and nicipal services and water sector; and reviews of slightly increase the allocation to the smaller reports and documents prepared on municipal sub-metros. services in the AMA. Additionally, 4 focus group meetings were held with community members and Assembly Members in different sub-metros Sample Realization to gather input for questionnaire development. · The survey sample comprised 3,660 · A draft version of the Survey Question- households in the City. naire was pilot tested to 50 randomly selected households in the City to ensure that the ques- · The allocation of interviews across each of tions were clear and easily comprehended by re- the sub-metros is shown below: spondents, and that they gathered the expect- ed information. A few refinements were made Ablekuma North 430 to the Survey Questionnaire following the pilot Ablekuma Central 290 testing, but it was found to be very robust. Ablekuma South 390 Ayawaso East 300 Sample Design Ayawaso Central Ayawaso West 307 363 · The Citizen Report Card Survey's target Okaikoi South 219 population was all residents of the Accra Metro- Okaikoi North 349 politan Area aged 18 years and older. Ashiedu Keteke 339 Osu Klottey 292 · The survey sought to cover a representa- La 381 tive sample of adults residing in the City, and Total 3660 ensure that residents in each of the 11 City 135 Accra City -- CONSULTATIVE CITIZENS' REPORT CARD AboUT The SUrvey deSiGn · No substitution of EAs was undertaken in · Trained and experienced survey field the survey. workers, overseen by field supervisors, conduct- ed face-to-face interviews at each households. · On completion of the field work, weights were calculated according to the sample real- · The Survey Questionnaires were printed ization using the 2009 population projection in English and Ga, but survey field workers were estimates obtained from the Ghana Statistical proficient in several other languages and could Service. conduct the Survey in other languages as neces- sary. Fieldwork · No substitution of selected households was allowed. Repeat visits were made to house- · Field work maps and data incorporated holds until an appropriate respondent was into Google Earth were used to identify the found in that household. households to be interviewed in each EA. · Accuracy of field work was monitoring us- · Field work maps, like the one below, were ing GIS points. Use of GIS also allowed for devel- produced to enable the fieldwork teams to ac- opment of the area spatial maps included in this curately navigate in the field. report. SAMPLE ENUMERATION AREA - 0301501040 136 THE WORLD BANK fragile States, Conflict and Social development Sustainable development network Africa region World bank 1818 h Street n.W. Washington d.C. 20433 Tel: 202 473 1000 fax: 202 614 1666 www. worldbank.org/gh