Mainstreaming citizen feedback on service delivery using ICTs Findings and lessons from ICT-based feedback surveys on water supply and sanitation services in Indian cities

The water and sanitation sector in Indian cities is characterized by weak accountability processes and lack of customer orientation. The institutional focus of service providers tends to be on creating new assets, rather than delivery of services and performance efficiency. Moreover, in the absence of reliable service data, the planning processes that inform the creation of new assets are often not aligned with the needs and priorities of citizens.