| a) |
Customer charter displayed in public & customers aware on the same. |
10 |
| b) |
Complain book maintained |
5 |
| c) |
12hr Contactable complain number available and operational at the CBO level |
10 |
| d) |
Maximum resolution of a complaint is 24hrs. (Verified with Customers/ Verified with call center records) |
15 |
| a) |
Minimum - 5% |
20 |
| b) |
Minimum - 2.5% |
10 |
| a) |
Minimum of two persons on a full-time basis with job roles defined with multi-tasking. Caretaker / operator - 1 Meter Reader / Cashier - 1 |
10 |
| a) |
Female representation a) in either of three key positions b) Executive committee. |
10 |
| a) |
Female representation only in either of three key positions |
7 |
| a) |
Female representation only in Executive committee. |
4 |
| a) |
CBO legally registered under the company act/Under other legalized act obtaining legal authority |
20 |
| a) |
All Billing, invoicing, income & expenditures captured Upto date & monitored frequently |
10 |
|
Less than 1 |
25 |
|
Between 1-1.25 |
5 |
|
Above 1.25 |
0 |
|
100% |
25 |
|
90-100% |
10 |
|
85-90% |
5 |
|
Less than 85% |
0 |
| a) |
Availability of bank account & availability of savings of CBO up to 3 month of the monthly expenditure.(Availability of funds /Monthly Expenditure) > 3months |
20 |
|
Availability for minimum of 3 Months |
10 |
|
Availability for minimum of 1 Month |
5 |
| a) |
Annual audit duly published during the AGM |
20 |
| a) |
Geotagged or mapped |
15 |
| b) |
Updated & Inventoried |
25 |
| c) |
As built drawings compiled & updated |
10 |
| a) |
PPM is identified & implemented in time |
20 |
| b) |
Corrective Maintenance mechanism well established with the availability of required tools & spares |
20 |
| c) |
All service agreements for all the equipment and instruments signed and operational |
10 |
| a) |
Availability of water service for 24hrs |
20 |
| b) |
Availability of water service minimum of 12hrs per day |
10 |
|
Availability of water service minimum of 6 hrs per day |
5 |
|
Availability of water service less than 06hrs |
0 |
| a) |
Dry yield of the source more than the extracted water quantity. |
20 |
|
More than 75% |
10 |
|
50% - 75% |
5 |
|
Less than 50% |
0 |
| a) |
Both chemical and bacteriological tests done and passed in every six months |
20 |
|
Only chemical tests passed in last six months |
10 |
|
Only bacteriological test passed in every six months |
12 |
| a) |
No cases of such instance of services broken down. |
20 |
|
If one case |
10 |
|
More than 02 cases |
0 |
| a) |
Minimum NRW maintained at 20% (NRW = Monthly Total of Billed Water Quantity / Total Monthly Bulk Water Produced %) |
20 |
|
20% - 30% |
10 |
|
More than 30% |
5 |
| a) |
Water sharing agreed and sensitized with other stake holders. |
20 |
| a) |
All the identified and mitigation plan prepared as a part of WSP |
15 |
| a) |
Monitoring of controls fully established on periodically as a part of WSP. |
35 |
| a) |
All the work related to migratory works is in progress as a part of WSP |
30 |