Integrated Sanitation system Safa App – Bhubaneswar Municipal Corporation Odisha

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Integrated Sanitation System via SAFA Bhubaneshwar App

Problem

• Lack of transparency and accountability in the sanitation grievance management process, field staff monitoring system, and service providers’ management.
• Citizens had limited channels to report sanitation issues
• No effective monitoring or tracking of the resolution of complaints. 
• Lack of trust and engagement between citizens and the BMC undermined the effectiveness of sanitation services. 
• Manually monitoring the field staff or service providers was tedious and hectic.

Problem

• Developed the SAFA app, which enables citizens to report and track sanitation issues, including waste and sewage leaks, in real time.
• Facilitating GPS & feedback based grievance capturing to enable efficient resolution of grievances 
• Doorstep QR code survey, real-time attendance, MCC and MRF management, and vehicle tracking through the SAFA app.
• Booking of services like Party Wastes, Domestic Wastes, Water Tanker, etc., are made accessible in a 3-step process of the app.
• Real-Time automated notices/fines ensure the carrying out of the proper duty of field staff and service providers.

Solution

• Like all systemic changes, implementing this app faced a few organizational challenges.
• BMC officials were not actively participating and were reluctant to use the app.
• Geo-fencing and properly monitoring the orders and services requested by citizens was a challenge. 
• The longer time was spent on individual tasks.
• The department remained unaware of service delivery as no proper feedback system was present.

Outcomes

• Tons of waste are now channelized to the recycle center without getting piled up.
• Hundreds of trees are saved as the corporation is now going paperless
• More public participation ensured more trust in the administration
• Ensured automated notices/fines ensures effective and timely waste management to keep the city clean
• Citizens can now report sanitation issues in real time through the app and track their complaints’ status.

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Case Study

Integrated Sanitation System via SAFA Bhubaneshwar App 

Introduction 

The SAFA app is a sanitation grievance management solution implemented by the Bhubaneswar Municipal Corporation (BMC) to improve the city’s sanitation and waste management services. The app enables citizens to report and track sanitation issues, including waste and sewage leaks, in real time. The app’s GPS and feedback-based grievance-capturing capability enable authorities to address sanitation grievances quickly and effectively, promoting efficiency in governance.

Problems

In the pre-deployment scenario, there was a lack of transparency and accountability in the sanitation grievance management process, sanitation field staff monitoring system and service providers’ efficiency management. Citizens had limited channels to report sanitation issues, and there was no effective monitoring or tracking of the resolution of complaints. This resulted in a lack of trust and engagement between citizens and the BMC, undermining sanitation services’ effectiveness. Also, manually monitoring the field staff or service providers was a very tedious and hectic process

Solutions

BMC implemented the SAFA app and enabled citizens to track the resolution of their complaints by providing regular updates on the status of sanitation issues reported through the app. The BMC also ensured that its officials were trained in using the app and actively encouraged to participate in the process.  In addition, the BMC incorporated automated notices and fines into the app, which helped to ensure that service providers were held accountable for any lapses in their duties. The GPS & feedback-based grievance, Door step QR code survey, real-time attendance, MCC and MRF management, and vehicle tracking through SAFA app ensured effective governance. Booking of services like Party Wastes, Domestic Wastes, Water Tanker, etc., are made accessible to citizens in a 3 step, user-friendly process of the app

Outcomes

The post-deployment scenario for the app has been characterized by increased transparency, accountability, and citizen participation in the sanitation grievance management process. Citizens can now report sanitation issues in real time through the app and track their complaints’ status. The app’s GPS and feedback-based grievance-capturing capability enable authorities to address sanitation grievances quickly and effectively, promoting efficiency in governance. The app has also improved the BMC’s responsiveness to sanitation issues, increasing citizen trust and satisfaction with sanitation services.

For more information, please contact:
Mr Sj. Vijay Amruta Kulange, Commissioner, BMC at dc-sanitation@bmc.gov.in

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