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Service Level Benchmarking for Management of Urban Services

Syeda Azeem Unnisa and M Nuru Hassan

India’s rapid economic growth in the last two decades has been accompanied by increased levels of urbanization. Our cities, which are engines of growth, are under great strain to meet the growing demands and aspirations of their people. The present paper highlights about the Government of India series of initiatives aimed at enabling urban local bodies to meet the unprecedented challenges that they face today. The Handbook of Service Delivery Benchmarking developed by the Ministry of Urban Development through a consultative process shall provide a standardized framework for performance monitoring in respect to water supply, sewerage, solid waste management services and storm water drainage, and would enable State level agencies and local level service providers to initiate a process of performance monitoring and evaluation against agreed targets, finally resulting in the achievement of service level benchmarks.