International Decade for Action "Water for Life" 2005-2015rss RSS SubscribeEnglish Español

Search results: Main themes: Consumer satisfaction  

Customer Services User manual. Volume 2
  • Customer Services User manual. Volume 2
  • United Nations Human Settlements Programme (UN-Habitat). January 2013
  • This manual is part of a Utility Management Series for Small Towns. Water Utilities' Customer Service is one of the key commercial functions in any Utility. The responsibility of customer service unit lies with the Head of the Commercial department who is the overall supervisor of the customer service activities. The Lake Victoria Region Water and Sanitation Initiative has provided many useful lessons on the importance of a customer service unit in an organizational structural set-up, the appropriate office set-up framework for customer service, and the staff...[Read full description]
  • Geographical coverage (region): Africa, Global
  • Main themes: Consumer satisfaction, Corporate Social Responsibility, Cost recovery, Fee collection, Monitoring, Utility services, Water operators

Economic Assessment of Sanitation Interventions in Yunnan Province, People's Republic of China. A six-country study conducted in Cambodia, China, Indonesia, Lao PDR, the Philippines and Vietnam under the Economics of Sanitation Initiative (ESI)

Good Practices in Urban Water Management: Decoding Good Practices for a Successful Future
  • Good Practices in Urban Water Management: Decoding Good Practices for a Successful Future
  • Asian Development Bank (ADB), National University of Singapore. July 2012
  • This report presents case studies on successful Asian water utilities. The case studies provide objective, accurate, and critical analyses of urban water management practices in eight Asian cities (Bangkok, Colombo, Jamshedpur, Kuala Lumpur, Manila, Phnom Penh, Shenzhen and Singapore) over a 10-year period.
  • Geographical coverage (region): Asia
  • Main themes: Consumer satisfaction, Integrated Water Resources Management (IWRM), Sanitation, Urban areas, Utility services, Water availability, Water governance, Water policy, Water quality, Water supply

(The) Hard Way to the High Road. Transition of Community-based Water Groups to Professional Service Providers in Indonesia
  • (The) Hard Way to the High Road. Transition of Community-based Water Groups to Professional Service Providers in Indonesia
  • World Bank Water and Sanitation Program (WSP). January 2011
  • This document introduces the project, "Upgrading Community-based Piped Water Services with Private Sector Support", which is led by the Ministry of Public Works of Indonesia and jointly supported by the Water and Sanitation Program of the World Bank and the Indonesia Infrastructure Initiative (Indii), an Australian Government-funded project. The project has been supporting the construction of village water infrastructure to be managed by users through community-based water organizations (CBOs) and provides information about the current situation, some lessons...[Read full description]
  • Geographical coverage (region): Asia
  • Main themes: Community management, Consumer satisfaction, Fee collection, Infrastructure, Sanitation, Utility services, Water services, Water supply

Towards Drinking Water Security in India. Lessons from the Field
  • Towards Drinking Water Security in India. Lessons from the Field
  • Ministry of Rural Development of India, World Bank Water and Sanitation Program (WSP). January 2011
  • This document presents a compendium of rural water good practices from India which have improved drinking-water security. The document introduces successful experiences in different domains, including the following: Practices which have contributed to an improved water supply service; Multi-village scheme innovations; Practices which have improved water quality; Practices which have improved water sources sustainability; Practices related to wastewater management; Experiences in communication; and, State level reforms.
  • Main themes: Communication, Community participation, Consumer satisfaction, Drinking water, Integrated Water Resources Management (IWRM), Public policy, Public-private partnerships (PPP), Rural areas, Wastewater, Water conservation , Water policy, Water quality, Water security, Water supply

Water and Sewerage Services in Karachi Citizen Report Card: Sustainable Service Delivery Improvements
  • Water and Sewerage Services in Karachi Citizen Report Card: Sustainable Service Delivery Improvements
  • World Bank Water and Sanitation Program (WSP). December 2010
  • This report discusses the key findings and recommendations emerging from a pilot Citizen Report Card (CRC) on water, sanitation, and sewerage services in Karachi. The CRC, pioneered by the Public Affairs Center (PAC), Bengaluru, provides public agencies with systematic feedback from users of public services. CRC gains such feedback through sample surveys on aspects of service quality that users know best, and enable public agencies to identify strengths and weaknesses in their work.
  • Geographical coverage (region): Asia
  • Main themes: Consumer satisfaction, Information and data, Perceptions, Sanitation, Utility services, Water availability, Water services, Water supply

Water in Asian Cities - Utilities Performance and Civil Society Views
  • Water in Asian Cities - Utilities Performance and Civil Society Views
  • Asian Development Bank (ADB). January 2004
  • This document provides a study on the performance of water supply and sanitation utilities in eighteen Asian cities and explores how civil society perceives its role in improving water services in the cities. The presented data comprise essential benchmarking indicators on service level, service quality, operational efficiency, and financial management. Also included are broader performance dimensions including water resources management, policy and regulation, private sector participation, small-scale service providers, wastewater and sanitation, and urban f...[Read full description]
  • Geographical coverage (region): Asia
  • Main themes: Consumer satisfaction, Perceptions, Sanitation, Tariffs, Urban areas, Utility services, Wastewater, Water operators, Water supply

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Published in 2015