1. WATER SERVICES THAT LAST …1
DEVELOPMENT OF SERVICE
DELIVERY INDICATORS FOR RURAL
WATER SERVICES
May 2013

2. WATER SERVICES THAT LAST …2
2
DEFINING SERVICE DELIVERY INDICATORS:
Service Delivery Indicators Developed at Four levels:
• Services Delivered
• Water User Level
• Service Management Level
• Service Authority

3. WATER SERVICES THAT LAST …3
INDICATORS FOR SERVICE DELIVERED
Indicators water service Sub indicator water service
Water quality Users’ perception of colour
Users’ perception of taste
Users’ perception of odour
E. Coli
TDS
Turbidity

4. WATER SERVICES THAT LAST …4
INDICATORS ON SERVICE DELIVERED
Indicators water service Sub indicator water service
Water quality Users’ perception of colour
Users’ perception of taste
Users’ perception of odour
E. Coli
TDS
Turbidity
Water quantity Water quantity that can be delivered by the protected water
source
Water quantity accessed by users
Accessibility No. of users of the facility
Walking time
Reliability Duration of interruption of water service
Seasonal variations of water quality
Seasonal variations of yield of the water source

5. WATER SERVICES THAT LAST …5
INDICATORS ON WATER USERS’
SATISFACTION AND OWNERSHIP WITH
SERVICES
Indicator users’
satisfaction with
service delivered
Sub indicator users’ satisfaction with service delivered
Users’ satisfaction
with water quality
Users’ perception of colour
Users’ perception of taste
Users’ perception of odour
Users’ satisfaction
with water
quantity
Users’ satisfaction with quantity of water collected
Users’ satisfaction
with accessibility
Time users spend for walking to the water point (proxy indicator for
the distance of the water point)
Time users spend queuing at the water point (proxy indicator for the
No. of users of the water point and possible yield problems)
Users’ satisfaction
with reliability
Users’ satisfaction with continuity of the water service
Users’ satisfaction with yield of water during the dry season

6. WATER SERVICES THAT LAST …6
INDICATORS ON SERVICE MANAGEMENT
Indicator WUC performance Sub indicator performance WUC
WUC internal governance WUC members elected by water users
WUC keeps records on key decision points from
executive meetings
WUC composition No. of active WUC members
WUC is gender-balanced
At least 1 women in a key position in the WUC
Performance of administrative
tasks by the WUC
WUC keeps a register of users
WUC keeps financial records
WUC collects user fees
WUC holds meetings with users
WUC informs users about status of the O&M fund
WUC enforces local water user rules
Performance of technical
(O&M) tasks by the WUC
WUC ensures that preventive maintenance is carried
out
WUC brings in Hand Pump Mechanics to carry out

7. WATER SERVICES THAT LAST …7
INDICATORS ON PERFORMANCE OF
SERVICE AUTHORITY
Indicator Service Authority
performance
Sub indicator performance Service Authority
District planning Equity
Community mobilisation by the
service authority before the
provision of the water facility
Community capital cash contribution
Preparation of a realistic and viable 3 year O&M plan with
guidance from the District and Sub-County
Support and supervision to service
provider
The DWO ensures that capacity of the WUC is built and
sustained
District ensuring that assessments are conducted on non-
functional water facilities
Construction supervision Districts ensuring that construction of new facilities /
rehabilitation works are supervised
Monitoring Annual monitoring of functionality
Water quality monitoring
Monitoring of WUCs activities
What does the service authority do with the data coming
from monitoring?
Coordination and harmonisation Coordination of sector stakeholders (holding stakeholders
accountable, DWSSCC meeting)

8. WATER SERVICES THAT LAST …8
SDI WORKING TABLE
Example SERVICE DELIVERED
Indicator
water
service
Sub
indicator
water
service
Collection method /
Means of verification
sub indicator water
service
Question sub
indicator water
service and possible
answers
COLLECTED IN THE
FIELD
Benchmark for
values sub
indicator water
service
CALCULATED IN
THE DATABASE
Benchmark for
score indicator
water service
CALCULATED IN
THE DATABASE
Water
quality
Users’
percepti
on of
colour
Interviews with users
5 interviews, with
every 5th visitor of
the water point
How do you feel
about the colour
of the water?
Possible answers:
 Very unhappy
 Unhappy
 Happy
 Very happy
 Don’t know
 At least 4
“Very happy”
or “Happy” =
1
 Less than 4
“Very happy”
or “Happy”
and less than
2 “Don’t
know” = 0
 At least 2
“Don’t know”
= Not
Available
Score water
quality is
between 0 and 1

9. WATER SERVICES THAT LAST …9
TENTATIVE WORK PLAN
1. Agreement on Rationale for SDIs – May 2013
2. Develop methodology for data collection – June
3. Design digital system for collection, analysis
(Makerere University) June – July 2013
4. Conduct test round for Data collection - Aug 2013
5. First full data collection round – October 2013
6. Data processing and Analysis Nov – Dec 2013
7. Development of training materials Nov – Dec 2013
8. Second data collection round- May 2014

10. WATER SERVICES THAT LAST …10
EXPECTED OUTPUTS
1. Digital system for collection & analysis of SDI data –
(Linked to Mobile for Water Database & Water
Atlas)
2. Guidelines for collection, processing & storage of
data
3. Guidelines on Analysis and Use of SDI data
4. Service Delivery Index

11. WATER SERVICES THAT LAST …11
EXAMPLE ON HOW SERVICE DELIVERY
INDEX WORKS

12. WATER SERVICES THAT LAST …12
Thank you