Service Delivery Indicators (SDIs) are being developed in Uganda to supplement the national 11 golden indicators
Published on: 15/01/2014
Service Delivery Indicators (SDIs) are being developed in Uganda to supplement the national 11 golden indicators, which provide information on general aspects of rural water services (access to water, investments in the sector, water quality, func- tioning of management structure). Although very helpful for national stakeholders to take decisions and remedial actions, the golden indicators provide little information on the potential sustainability of water facilities and key background indicators that can be used to assess the reliability, the actual levels of water services being delivered to the population in rural areas, user satisfaction and technical backstopping to service providers.
The SDIs describe the way in which water supply services are delivered and supported across the different levels of service delivery: level of the actual service delivered, level of user satisfaction, level of service management, and level of the service authority and support mechanisms. The set of indicators presented in this document apply to both point sources and to piped schemes. Below is a summary of all indicators and sub-indicators.
Level | Indicator | Sub-indicator |
Service delivered | Water quality | E. Coli; TDS; Turbidity |
Water quantity | Water quantity delivered; Water quantity accessed | |
Accessibility | Number of users; Distance to water facility; Walking time | |
Reliability | Uptime water facility | |
Quality of water source | Non exposure to pollution; Seasonal variations water quality; Seasonal variations yield | |
Users’ level | Users’ satisfaction with the service delivered | Users’ satisfaction with water quality; Users’ satisfaction with water quantity; Users’ satisfaction with accessibility; Users’ satisfaction with reliability |
Users’ sense of ownership of water facility | Users’ financial contribution to Operation & Maintenance; Cleanliness of water facility surroundings | |
Service provision level | Service manager and operator composition and activeness | Functionality of service manager; Gender; Viability of scheme operator |
Service manager’s and operator’s performance of tasks | Financial records; Collection user fees; Cost recovery; Meetings with users; Preventive maintenance; | |
Service manager and operator internal governance | Records on decision points; Transparency on Operation & Maintenance Fund | |
Service authority and support mechanisms / funcons | District Water Office (DWO) staffing | DWO staffing Levels |
District planning | Planned investment based on equity | |
Community mobilisation pre-construction | Signed MoU; Community capital cash contribution; Land agreement | |
Support and supervision to service managers by service authority and HPMs | Reactivation of service managers; | |
Support and supervision to service managers by Umbrella Organisation | Support visit of Umbrella Organization | |
Responsiveness to major breakdowns by Umbrella Organization | ||
Construction supervision | Construction supervision | |
Monitoring | Use of water facilities’ functionality data ; Monitoring of service managers’ activities | |
District coordination | Functionality District WATSAN Coordination Committee | |
Responsiveness of Technical Support Unit | Responsiveness of Technical Support Unit |
