1. Report on Civic Services Provided by Municipal Corporation of Delhi (MCD) and Government of NCT Delhi, And Deliberations by Municipal Councillors in the Ward Committees and the MLAs in the State Assembly sessions (January 2014 to December 2015) September 2016 1

2. 2 Sources of Data Civic Complaints data (through RTI) – MCDs (Municipal Corporation of Delhi): Civic Complaints data from January 2014 to December 2015 – State: Complaints registered with Delhi Jal (Water) Board from August 2014 to December 2015 Deliberations (through RTI) – Councillors: Ward committee data on deliberations i.e. attendance and issues raised during January 2014 to December 2015 – MLAs: Deliberations data collected from Vidhan Bhawan of the assembly sessions meetings from 24 th February 2015 to 22 nd December 2015 Population: Data collected from the Primary Census Abstract Data available on www.censusindia.gov.in in electronic format www.censusindia.gov.in Citizen Survey: Household survey by Hansa Research, covering a sample of 29, 950 spread across 272 councillor wards in Delhi between Apr, 2016 Jun, 2016 to analyse perception of civic services they receive

3. List of Civic Services provided in Delhi by various agencies (1/2) 3 SERVICE AUTHORITY STATE (NCT of Delhi) MCD ( Municipal Corporations of Delhi) CENTRE DTC ( Delhi Transport Corporation) √ Agriculture, Animal Husbandry and Fisheries √ Pollution√ Water supply√ Sewage√ Industry√ Electricity√ Ration Shops√ Forestry√ Footpaths√√√ Garden√√√ Storm Water Drainage√√√ Education√√√ Slum Rehabilitation Authority (SRA) Related √√√ Disaster Management√√√

4. List of Civic Services provided in Delhi by various agencies (2/2) 4 SERVICE AUTHORITY STATE (NCT of Delhi) MCD ( Municipal Corporations of Delhi) CENTRE Hospitals/Dispensaries (Health Care) √√√ Drainage √ License √ Nuisance due to stray dogs, monkeys, etc. √ Pest control √ Mosquito nuisance & Fogging √ Solid Waste Management √ Naming/Renaming of Roads/Chowks/ Monuments/ Buildings/ Stations √ Slaughter House related √ Town Planning √ Environment Management Services √ Shop and Establishment √ Public Health √ Policing √

5. Complaints on civic services and corresponding issues raised by MLAs and Municipal Councillors 5

6. Civic services exclusively under State Government 6 Issue (*) No. of Complaints No. of issues raised MLA (2015) Councillors 2014 & 20152014 2015 Pollution2282432 Sewerage64534194451 Water Supply151118336482

7. Civic Services provided by MCD 7 Issue No. of Complaints No. of issues raised MLA Councillors 201420152014 2015 Drainage -Drainage chokes, blockages & Cleaning and overflowing manholes 60241932757269 -Repairs and reconstruction of drain line Related 17541095279156 License -Unauthorized Hawkers Related 3535408912382473 -Hawking /Shop license Related 40991314444442 Nuisance due to stray dogs, monkeys etc.18629213764183188 Municipal Corporation Delhi -Maintenance of Municipal Property 17330129736924 -Human Resources Related 9522119449706 Pest Control -Mosquito Nuisance & Fogging 342710102076158 -Pest Control Related 25170528 Solid Waste Management (SWM) -Garbage not collected 1483183006263 -Collection point not attended properly 3084564307016 -Removal of dead animals 944911865041 -Removal of Debris 1584153707041 -Solid Waste Management Related 5600320901159842 Toilet4944873243178 Others Civic Issue Related329627705721521508

8. Civic services provided by State, MCD & Centre (only roads) 8 Issue No. of Complaints No. of issues raised MLA (2015) Councillors 201420152014 2015 Buildings - Unauthorised Construction/Development 399234220411198323 - Dilapidated Condition of Building 259612175 - Building related 73441732334223 Fire in house/building11841092011 Footpaths252361317 Garden -Tree cutting/Trimming 1326194415627 -Collecting Trimmed/Cut Trees 11111130020 -Maintenance of Garden 1826903299234 -Garden related 15613178637393 Roads -Potholes/Trenches related 69599323584 -Relaying and repairs of roads / New road 704823309875 -Road Related 131421080764675 Storm Water Drainage172821455222210

9. Top ward for specific civic issues (from Jan’14 to Dec’15) 9 Civic Issue Top Complaints Zone No. of Complaints Issue Raised by MLA Issue raised by Councilors SewerageWest1021414 Water SupplySouth2395127 Unauthorised Construction/Development Central13650038 Storm Water DrainageCentral942237 Drainage chokes, blockages & Cleaning and overflowing manholes West363518 Nuisance due to stray dogs, monkeys etc. Rohini7184056 Mosquito Nuisance & Fogging Rohini2282022 Garbage not collectedNajafgarh132407

10. Deliberations by MLAs (on civic issues during 24 th Feb’15 to 22 rd Dec’15) and Municipal Councillors (in ward committees during Jan’14 to Dec’15) 10

11. Deliberations by MLAs (1/2) 11 CorporationZoneNo. of MLA MLA Attendance in Session 2015 No. of Issues Raised by MLA in Session 2015 EDMC Shahdara North694%71 Shahdara South693%58 NDMC CityNA Narela287%1 Karol Bagh399%13 Rohini587%13 Paharganj2100%13 Civil Lines791%42 SDMC Central793%18 West692%19 South792%23 Najafgarh591%49 Total 5692%320

12. Deliberations by MLAs (2/2) 12 CategoryNo. of MLAs in Session 2015 Zero Issues Raised9 1 to 5 Issues Raised25 6 to 20 Issues Raised20 21 to 50 Issues Raised2 Total Members56 No. of Issues raised by MLAs MLAs who have not raised a single issue CorporationZoneMLA NameParty SDMC CentralAmantullah KhanAAP CentralDinesh MohaniyaAAP CentralNarayan Dutt SharmaAAP CentralSahi RamAAP SouthPrakashAAP West Mahinder YadavAAP NDMC Narela Sukhvir SinghAAP RohiniRaghuvinder ShokeenAAP EDMCShahadra NorthMohd. IshraqueAAP

13. Deliberation by Councillors (1/3) 13 CorporationZone No. of Councillors Councillor Attendance in % No. of Issues Raised by Councilors 2014201520142015 EDMC Shahdara North3361569821014 Shahdara South2953 6211030 NDMC City66266575402 Narela104250208302 Karol Bagh1560681128855 Rohini3261681002690 Paharganj875661157613 Civil Lines2960611083938 SDMC Central296871468652 West2653571142990 South236362240206 Najafgarh195854486503 Total 25960 90928195 During Jan’14 to Dec’15, average attendance in Delhi ward committees is 60% while that in Mumbai is 72%

14. Deliberation by Councillors (2/3) 14 CategoryNo. of Members in 2014 No. of Members in 2015 Zero Issues Raised2826 1 to 5 Issues Raised2422 6 to 20 Issues Raised6965 21 to 50 Issues Raised8690 51 to 100 Issues Raised4348 101 and Above Issues Raised158 Vacant Seat713 Total Members272

15. Deliberation by Councillors (3/3) 15 Corp.ZoneConstituency no.NameParty SDMC Central208NeetuCONG Najagfgrah138KirshanINLD Najagfgrah139NeelamINLD South164Ankita SainiBJP South177Sarita ChoudharyBJP South161Satish UpadhyayBJP West115Dimple ChadhaBJP NDMC Karol Bagh91Ravinder GuptaBJP Narela29Manisha Jasbir KaralaCONG Narela4Reeta ChauhanBSP Rohini54Rekha GuptaBJP EDMC Shahadra North246Sanjay SurjanBJP Shahadra South211KamalBJP Shahadra South219Devendra KumarBJP Shahadra South221B.B. TyagiBJP List of Councillors who have not raised a single issue during Jan’14 to Dec’15

16. What Needs to be Done 16 It should not be the onus of the citizen to find out who provides specific services. The agencies should ensure that citizens are given all the pertinent information. Elected Representatives (ER) must raise relevant issues in their respective forums by studying the civic complaints registered by the citizens and using the data effectively to fill systemic gaps and ensure efficient governance. Citizens should be active in registering complaints and raising issues with the administration. They should also proactively engage the ERs throughout their tenure, and not just during the elections. There is an urgent need to relook and simplify the governance structures that deliver services to bring about accountability and transperancy

17. Thank You 17