Training Module on - Telangana...election manifesto. This is a form of representative democracy. Participatory democracy – where people make all decisions themselves. All the people

Training Module on

Building Citizen Focus

June -2015

Supported under

Comprehensive Capacity Building

Programme (CCBP)

Ministry of Urban Development

Government of India

Prepared by: Social Development Team

Module Preparation Team:

1. Team Leader

T. Panduranga Rao

2. Editorial Advise, Guidance and Review

Venkateswar Reddy

L.VenkateswarRao

Narmada

Demudu Babu

Srinivasa Rao

3. Content Contributions:

VSN Murthy

Prasad

Ramadevi

Naga Raju

Outline of the Module

COMPONENT DESCRIPTION

BACKGROUND The constitution 74th Amendment Act is built on the foundation that all

'power' in a democracy rightfully belongs to 'the people'. The Act aims at

grassroots democracy with civic services government being delivered to the

people near their door steps.

Effective local democracy needs a combination of representative and

participatory democracy. While elected Councilors make the ultimate

decisions, residents should be consulted as much as possible.

The strategy should look at all municipal plans and projects and set out

where and how communication and public participation should play a crucial

role. This Strategy needs focus on citizen participation. So building citizen

focus is important now.

INTENDED

AUDENCE(S)

Town Level Federation (TLF) & Slum Level Federation (SLF) Office Bearers

(OBs) and TLF & SLF Resource Persons (RPs)

LEARNING

OBJECIVES

On completion of the training, the participants will be able to:

Describe the importance of participation of local community in planning

implementation and evaluation of the programmes aimed at

welfare/development of the urban communities

Describe Urban Poverty Alleviation programmes and Social Mobilisation

Explain the need for Customer Relation Management

Narrate the roles & functions of the Ward Committees & Area Sabhas

Identify Service Level Bench Marks

MODULE

OVERVIEW

This module covers the constitution 74th amendment Act and Representative

Democracy & Participatory democracy, Customer Relations Management,

WARD Committees & Area Sabhas roles, Service level benchmarks for ULBs

and Urban poverty alleviation and social mobilization activities and citizen

charter

MODULE

DELIVERY

OUTLINE

Awareness:

Constitution 74th

amendment act

Need & Importance of Participation of local community in planning

implementation and evaluation of the programmes

Knowledge:

WARD Committees & Area Sabhas roles

Service level benchmarks

and Urban poverty alleviation and social mobilization activities

citizen charter

Skills:

Customer Relations Management,

Updates the skills of the participants for active participation for

ULB quality improvement studies.

MODULE

ACTIVITIES

(Methods of teaching)

Lecture / Input session

Small Group Discussion

Field visits

Power point presentation.

SUPPORTING

MATERIALS

Reading Material in the form of hand outs

Training toolkit

Power point presentation.

Module

Developer

NATIONAL INSTITUTE OF URBAN MANAGEMENT

1 REPRESENTATIVE DEMOCRACY & PARTICIPATORY DEMOCRACY .................. 1

2 CUSTOMER RELATIONS MANAGEMENT ....................................................................... 2

3 SERVICES OF ULBS ................................................................................................................ 2

4 WARD COMMITTEES & AREA SABHAS .......................................................................... 3

4.1 WARD COMMITTEE ................................................................................................................ 4

4.2 AREA SABHAS ....................................................................................................................... 4

5 SERVICE LEVEL BENCHMARKING .................................................................................. 5

5.1 SERVICE LEVEL BENCHMARKS AT A GLANCE ........................................................................ 5

6 CITY DEVELOPMENT PLAN (CDP) .................................................................................... 6

6.1 SECTORS TO BE COVERED UNDER CDP: ................................................................................. 6

7 DEVELOPMENT CONTROL REGULATIONS AND ENFORCEMENT ........................ 6

7.1 IMPACTS OF UNAUTHORIZED CONSTRUCTIONS ...................................................................... 7

8 URBAN POVERTY ALLEVIATION AND SOCIAL MOBILIZATION ........................... 7

8.1 JAWAHARLAL NEHRU NATIONAL URBAN RENEWAL MISSION (JNNURM) ........................... 7

8.2 RAJIV AWASYOJANA (RAY): ................................................................................................ 8

8.3 RAJIV RINN YOJANA (RRY) .................................................................................................. 8

8.4 NATIONAL URBAN LIVELIHOODS MISSION (NULM) ............................................................. 8

8.4.1 National Law on Street Vendors ....................................................................................... 8

8.5 NATIONAL URBAN HEALTH MISSION (NUHM) ..................................................................... 8

8.5.1 SarvaSikshaAbhiyan& Right to Education ....................................................................... 8

8.5.2 Integrated Child Development Scheme (ICDS) ................................................................ 8

9 IMPLEMENTATION OF CITIZEN CHARTER .................................................................. 9

9.1 WHAT IS CITIZENS' CHARTER?............................................................................................... 9

9.2 PURPOSE OF CITIZEN’S CHARTER .......................................................................................... 9

10 GOOD GOVERNANCE .......................................................................................................... 10

11 RIGHT TO INFORMATION ................................................................................................. 10

SUMMARY OF THE MODULE ................................................................................................... 11


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1 Representative democracy & Participatory democracy

The 74th Amendment Act is built on the foundation that all 'power' in a democracy rightfully

belongs to 'the people'. The Act aims at grassroots democracy with civic services government

being delivered to the people near their door steps.

There are two main forms of democracy:

Representative democracy– where people elected representatives to make decisions on

their behalf. Local government councillors are elected directly by residents to represent

their interests in the local council. They get a mandate from the voters based on their

election manifesto. This is a form of representative democracy.

Participatory democracy – where people make all decisions themselves. All the people

affected participate in the decision-making and there are no representatives.

Effective local democracy needs a combination of representative and participatory democracy.

While elected councilors make the ultimate decisions, residents should be consulted as much as

possible.

The strategy should look at all municipal plans and projects and set out where and how

communication and public participation should play a crucial role.

For each project or new development, the following key questions should be asked:

1. What do we need to communicate or get participation on? (Purpose)

2. Who are the target groups

3. What are the best methods for that purpose and that target group?

4. Who will drive the process?

5. Who will implement each step?

6. What resources and support are needed?

Ward committees should insist on regular reports and feedback on municipal projects and services.

Area sabha has to be involved in this process. Community can play an effective role in planning,

implementation, monitoring and evolution of urban service delivery with Area Sabhas.


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2 Customer Relations Management

Today the citizen is much more aware and demanding. There are two types of service which need

to be handled differently:

Material service: quick technical and administrative response, correct information, easy

procedures: (timeliness, accuracy, responsiveness....)

Personal service: attention, respect, ability to listen, kindness, politeness, eye contact,

problem solving attitude.

Both types of service are important, but experiments have proved that good material service only

creates a neutral impression towards the company, whereas the right personal touch raises a neutral

attitude to an explicit favourable one (satisfaction). Providing quality/ satisfaction is more

interactive than providing service.

Delivering Sufficient Good Quality Drinking Water at a Fair Price to Satisfied Customers by

Satisfied Staff should be a key aim of Mayors and Chairpersons.

This includes 3 goals: a good quality product, satisfied customers, and satisfied staff.

3 Services of ULBs

Municipalities must make sure that people in their areas have at least the basic services they need.

The most important services are:

1. Water supply

2. Sewage collection and disposal

3. Refuse removal

4. Electricity and gas supply

5. Environmental health services

6. Municipal roads and storm water drainage

7. Street lighting

8. Municipal parks and recreation

These services directly affect the quality of the lives of the people in that community. For example,

if the water that is provided is of a poor quality or refuse is not collected regularly, it will contribute

to unhealthy and unsafe living environments.


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Public participation should involve consulting people about service levels, problems and proposals

for new services. Communities should be informed about tariffs and council decisions about new

services. Where problems are experienced with service delivery, ward committees, organizations

and members of the public, should have access to officials, service centers, help desks or other

services that will deal with the problem.

The functions of Municipalities include the following

i. Cleaning of streets, drains, removal of rubbish, scavenging and solid waste management

ii. Supply of protected water

iii. Construction and maintenance of roads, bridges, causeways and culverts

iv. Construction and maintenance of storm water drains

v. Lighting of public streets (street lighting)

vi. Town planning –Zonal and Building Regulations

vii. Construction and maintenance of buildings

viii. Public health, control of malaria and other epidemic diseases

ix. Prevention of food adulteration

x. Registration of births and deaths

xi. Provision of slaughter houses and markets

xii. Maintenance of parks and playgrounds

xiii. Slum improvement and urban poverty alleviation

xiv. Implementation of urban development schemes

xv. Maintenance of burial grounds

xvi. Urban forestry

4 WARD Committees & Area Sabhas

The Constitution (74th Amendment) Act aims at grassroots democracy with civic services

government being delivered to the people near their door steps. Accordingly, it mandatorily

prescribes for the constitution of Wards Committees, consisting of one or more wards, in

Municipalities with population of 300,000 or more [Article 243S of constitution of India].


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4.1 Ward Committee

Composition of ward committee shall be with councillor concerned, Ex-officio

Chairperson, Area Sabha representatives, persons representing the civil society, half of the

persons to be nominated to the Ward Committee shall be women.

Functions of the ward committee are to Supervision over Sanitation work, drainage

Maintenance of water supply, working of street lights, Repair of roads, Preparation of

Annual Ward Development Plan, Preparation of Ward Annual Report.

Powers of the Ward committee is to identify maintenance works, Ward Committee will be

competent to inspect the maintenance works and 20% of the budget earmarked for all Ward

Committees together.

The Ward Committee shall meet at least once in two months.

Jawaharlal Nehru National Urban Renewal Mission (JNNURM) aimed at integrated development

of infrastructure and provision of basic services, especially to the urban poor. The Mission includes

four components: (i) Urban Infrastructure and Governance (UIG) and (ii) Basic Services to the

Urban Poor (BSUP) (iii) Urban Infrastructure Development for Small and Medium Towns

(UIDSSMT) and (iv) Integrated Housing & Slum Development Programme (IHSDP). One of the

important reforms under JnNURM is the enactment of Community Participation Law to

institutionalize citizen participation and introduce the concept of Area Sabha in urban areas.

The key objectives behind the enactment of law for community participation in Urban Local Bodies

are as follows:

1. Institutionalize citizen participation in municipal affairs;

2. Introduce the concept of Area Sabha/Ward Sabha in all Urban Local Bodies;

3. Constitute Ward Committees in all Urban Local Bodies.

Ward Committees & Area sabhas shall be constituted for each Urban Local Body for effective

community participation.

4.2 Area Sabhas

Area Sabha shall be constituted for each Area with all electors in the jurisdiction of the

Area. There shall be an Area Sabha representative for each Area nominated by the

Corporation / Council from the representatives of the civil society.


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The functions of Area Sabha include developmental programmes to be implemented in the

Area. Viz., to identify the eligible persons for the beneficiary-oriented schemes. To suggest

the location of street lights, public taps, public wells, public toilets, etc.

The Areas Sabha shall meet once in 3 months presided over by the Area Sabha

Representative

5 Service Level Benchmarking

Good urban governance calls for the effective delivery of civic services by the Urban Local Bodies

with efficiency, transparency and accountability. The Handbook on Service Level Benchmarks,

circulated by the Ministry of Urban Development, Government of India to States identifies certain

performance indicators and targets in this regard. These are some placed below:

5.1 Service Level Benchmarks at a Glance

1. Water Supply Services

a. Coverage of water supply connections – 100%

b. Per capita supply of water – 135 lpcd

c. Continuity of water supply – 24Hrs.

d. Quality of water supplied – 100%

e. Efficiency in redressal of customer complaints – 80%

f. Cost recovery in water supply services – 100%

g. Efficiency in collection of water supply-related charges – 100%

h. Efficiency in collection of water supply-related charges – 90%

2. Sewage Management (Sewerage and Sanitation)

a. Coverage of toilets – 100%

b. Coverage of sewage network services – 100%

c. Quality of sewage treatment – 100%

d. Efficiency in redressal of customer complaints – 80%

e. Extent of cost recovery in sewage management – 100%

f. Efficiency in collection of sewage charges – 90%


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3. Solid Waste Management

a. Household level coverage of solid waste management services – 100%

b. Efficiency of collection of municipal solid waste – 100%

c. Extent of segregation of municipal solid waste – 100%

d. Efficiency in redressal of customer complaints – 80%

e. Extent of cost recovery in SWM services – 100%

f. Efficiency in collection of SWM charges – 90%

4. Storm Water Drainage

a. Coverage of storm water drainage network – 100%

b. Incidence of water logging/flooding – 0%

6 City Development Plan (CDP)

A City Development Plan is a comprehensive document outlining the vision and development

strategy for future development of the city, prepared in consultation with a wide range of

stakeholders to identify the thrust areas to be addressed on priority basis.

6.1 Sectors to be covered under CDP:

It is not necessary that the CDP should focus only on the sectors or projects which are admissible

for funding under JNNURM. It is strongly recommended that a CDP should be as comprehensive

as possible and should include all required sectors of planning, that may also cut across

municipal boundaries and plan for the urban agglomeration as a whole.

7 Development Control Regulations and Enforcement

Development Control (DC) is a mechanism to regulate development in a town through the

application of town planning and municipal laws, rules and regulations so as to attain the goals of

planned urban development. While people should have freedom to build, there is a need to ensure a

healthy, orderly, disease-free and fire-proof habitat that is not polluted, that allows circulation (of

individuals and goods), protects the environment and promotes privacy. DC is most-effective when

combined with an up-to-date Master Plan, which has defined the nature and pattern of growth that

should occur in the town.


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7.1 Impacts of Unauthorized Constructions

Unauthorized constructions seriously affect the planned development of the city/town and cause

many problems to the community at large.

These include:

a) Adverse impact on general health of the residents by denying them natural light and air and

exposing them to fire hazards or risks from calamities

b) Serious traffic problems on account of required parking space not being provided

c) Lack of provision of proper infrastructure on account of unauthorized and irregular

development of buildings; and

d) Excessive pressure on existing infrastructure systems like water supply and sewerage

leading to disruption of service to general public.

In the case of unapproved layouts, roads with proper width, water and sewer lines and adequate

open spaces are not being provided, leading to poor quality development. Changes in usage of

buildings, especially unauthorized conversion from residential to commercial use are leading to

problems to traffic, safety and health of the residents of neighbourhoods.

8 Urban Poverty Alleviation and Social Mobilization

The urban poor face multiple vulnerabilities like residential, occupational and social. In recent

years, Government of India has launched a number of programmes for supporting the Urban Local

Bodies and State Governments to address these vulnerabilities. Schemes/Initiatives to address

Residential Vulnerabilities are as follows.

8.1 Jawaharlal Nehru National Urban Renewal Mission (JNNURM)

JNNURM was launched by the Government of India in December 2005, contains four components:

1. Urban Infrastructure and Governance (UIG)

2. Basic Services to the Urban Poor (BSUP)

3. The Urban Infrastructure Development Scheme for Small and Medium Towns

(UIDSSMT)

4. Integrated Housing and Slum Development Programme (IHSDP).


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8.2 Rajiv AwasYojana (RAY):

Learning from the experiences of JNNURM the Government of India launched Rajiv AwasYojana

(2013-2022) aimed at ushering in a Slum-free India. For this ULB needs to prepare Slum-free City

Plan of Action (SFCPOA).

8.3 Rajiv Rinn Yojana (RRY)

RRY aims at addressing the housing shortages among the Economically Weaker Sections (EWS)

and Low Income Group (LIG) in urban areas, through enhanced credit flow through interest rate

subsidy for housing loans.

8.4 National Urban Livelihoods Mission (NULM)

NULM aims at a multi-pronged strategy to address urban poverty with focus on skill development,

self-employment, community-mobilization and women’s empowerment.

8.4.1 National Law on Street Vendors

The Street Vendors (Protection of Livelihood and Regulation of Street Vending) Bill, 2014 passed

by both the Houses of Parliament. In this ULB has to constitute a Town Vending Authority (TVA)

in each Local Authority for implementing the provisions of the law. Every local authority needs to

frame a street vending plan.

8.5 National Urban Health Mission (NUHM)

NUHM is a mission to cater to the health needs of urban population with specific focus on urban

poor. Partnership with community the urban local bodies shall more proactive in planning,

implementation, and monitoring of health activities.

8.5.1 SarvaSikshaAbhiyan& Right to Education

SarvaSikshaAbhiyan (SSA) has been under implementation since 2000-2001 to provide for

elementary education and improving the quality of learning. The Constitution (Eighty-sixth

Amendment) Act, 2002 inserted Article 21-A in the Constitution of India to provide free and

compulsory education of all children in the age group of six to fourteen years as a Fundamental

Right.

8.5.2 Integrated Child Development Scheme (ICDS)

ICDS was launched in 1975 by the Ministry of Women & Child Development in response to the

challenge of providing preschool education. It focuses on improving the nutritional and health


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status of children in the age group of 0-6 years with a basis for proper psychological, physical and

social development.

9 Implementation of Citizen Charter

9.1 What is Citizens' Charter?

It is a set of commitments made by a department/agency/local body regarding the standards of

service which it delivers.

9.2 Purpose of Citizen’s Charter

It is intended to empower citizens and clients so that they can demand committed standards of

service and avail remedies in case of non-compliance by the service provider.

1. Revenue Section

a. Assessment of property tax and allocation of Door Number – 15 days

b. Transfer of ownership of property – 15 days*

2. Engineering Section

a. Sanction of Water Supply Connection – 15 days

b. Pipelines leakage – 1 day

3. Health Section

a. Issuance of Birth Certificate – 5 days

b. Sanction of Trade License – 15 days

c. Garbage clearance – 2 days

d. Drain cleaning – 3 days

4. Town Planning Section

a. Sanction of Building Permission – 30 days

b. Land use certificate as per master plan -15 days


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10 Good Governance

Good governance embodies outcomes and processes that conform to socially desirable standards.

Efficient and equitable public service delivery and absence of corruption are manifestations of good

governance

Good governance, calls for, among other things, a citizen-friendly, citizen-caring, responsive,

participatory, accountable, transparent and purposive administration according to a vision. The

attainment of good governance requires a high level of organizational effectiveness and effective

leadership. It requires the collective efficiency of all stakeholders in governance in the use of

resources targeted at set goals. It assures that corruption is minimized, the views of minorities are

taken into account and that the voices of the most vulnerable in society are heard in decision-

making and implementation. It is also responsive to the present and future needs of society. The

Mayors and Chairpersons will have to play a critical role in providing effective leadership for good

governance in cities and towns.

11 Right to Information

Right to information has been seen as the key to strengthening participatory democracy and

ushering in people cantered governance as access to information can empower the citizens to

demand and get information about public policies and actions, thereby leading to their welfare.

Transparency in government organizations makes them function more objectively, predictably and

also enables citizens to participate in the governance process effectively. In a fundamental sense,

right to information is a basic necessity of good governance. In recognition of the need for

transparency in public affairs, the Indian Parliament enacted the Right to Information act 2005 It is

a path-breaking legislation empowering people and promoting transparency.


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Summary of the Module

This module, Building Citizen Focus emphasizes the need and

importance of participation of Urban Communities in planning and

implementing of various schemes intended for their welfare and

development. This module broadly covers the historical aspects of

constitution 74th Amendment Act 1992. It also covers Representative

Democracy & Participatory democracy, Customer Relations

Management, WARD Committees & Area Sabhas, Service level

benchmarks for ULBs and Urban poverty alleviation and social

mobilization activities, Good Governance, City Development Plan

and etc., It enables the target group to involve community in

identifying needs planning implementation of programmes in

participatory way.

Training Module on - Telangana...election manifesto. This is a form of representative democracy. Participatory democracy – where people make all decisions themselves. All the people

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