Overview

The Service Level Benchmarks (SLB) programme undertaken by Ministry of Urban Development (MoUD) since 2009 emphasises a shift in focus from infrastructure creation to the delivery of service outcomes. The programme covers water supply, wastewater, solid waste management and storm-water drainage.

Benchmarking is recognised as an important mechanism for performance management and accountability in service delivery. It supports evidence-based decision making by measuring and monitoring of service provider performance on a systematic and continuous basis.

The Service Level Benchmarks (SLB) programme undertaken by Ministry of Urban Development (MoUD) since 2009 emphasises a shift in focus from infrastructure creation to the delivery of service outcomes. The programme covers water supply, wastewater, solid waste management and storm-water drainage. Since its inclusion in the 13th and 14th Finance Commission recommendations, SLB has become an integral component of the urban reform agenda being implemented at various levels.

From being process-centric to becoming citizen-centric: Under the SLB programme, the effort has been largely to collect data from the service provider. However, there is growing recognition of the need to engage citizens in setting service delivery standards and monitoring performance. Recent GoI programs such as Smart Cities Mission, AMRUT and Swachh Bharat Mission, place strong emphasis on citizen consultation and feedback. Simultaneously, there is also a growing opportunity for strengthening citizen engagement and accountability through the use of ICTs. With the steady operationalisation of the Government of India's National e-Governance Plan (NeGP), and the availability of new media, India is witnessing a paradigm shift in the philosophy of public service delivery.

SLB Connect Brochure