1. Report on Ward Committee and Civic Services Provided by the Municipal Corporation of Delhi 1

2. Comparison of Complaints during January to June 2014 and Issues Raised during January to December 2014 across all the three MCDs 2

3. Highlights – Complaints Registered (January to June 2014) Total 31,551 complaints Top 3 complaints: – Solid Waste Management (SWM) (9636 complaints) – Nuisance due to stray dogs, cow, monkeys and other animals (9161 complaints) – Drainage (3634 complaints). 40% on complaints related to animals: 3928 complaints on Removal of Dead Animals (in SWM) & 9161 complaints on Nuisance caused by animals Highest Complaints: Rohini Zone (5438) Least Complaints: City Zone (556) Not clearly registered complaints: 1165 3

4. Highlights – Unauthorised Construction Complaints 4

5. Highlights – Issues Raised (January to December 2014) 28 councillors haven’t raised a single issue: 11 (out of 143) female councillors and 17 (out of 122) male councillors 5065 and 4027 issues raised by female and male councillors, respectively Top 3 issues raised: – Solid Waste Management (1375) – Garden/Park (992) – License (815) Total 9092 issues raised 5

6. Zero issues raised CorporationZoneCouncillor NameConst. No.Party EDMC Shahadra North Mehak Singh254BJP Sanjay Surjan246BJP Usha devrani Shastri266BJP Shahadra South Zone Varyam Kaur236CONG Kamal211IND Devender Kumar219BJP B.B. Tyagi221BJP Jai Gopal232BJP NDMC Narela Azad Singh30BJP Manisha Jasbir Karala29CONG Reeta Chauhan4BSP Karol Bagh Ravinder Gupta91BJP Yogender Chandolia92BJP Rohini Raghuvinder Shokeen44BJP Rekha Gupta54BJP SDMC Central zone Chander Prakash195JDU Farhad Suri154CONG Neetu208CONG Sahi Ram199BSP West Anju Gupta125CONG Dimple Chadha115BJP South Ankita Saini164BJP Sarita Choudhary177BJP Satish Upadhyay161BJP Sunita189BJP Najagfgrah Kirshan138INLD Neelam139INLD Parveen Rajput131IND

7. Highlights – Political Party Attendance: SP (85%), NCP (75%), BSP (61%), BJP (60%), IND (60%), Congress (59%), RLD (50%), JDU (10%), INLD (7%) Issues Raised: RLD (Avg. 57), BJP (Avg. 37), Congress (35), SP (32), BSP (26), IND (24), NCP (14), INLD (0), JDU (0) 7

8. Key Issues Non-responsive & non-accountable administration Disengaged councillors Disorganised Grievance Redressal Mechanism 8

9. What Needs to be Done For a Robust Complaint Management System: Onus should be on the complaint management system to direct complaints to concerned authorities & not on the citizen Unified system which covers all the civic issues in the geography irrespective of the service providers In order to accomplish this, cooperation between the Central, State and MCD is crucial 9

10. What Needs to be Done By Councillors: Councillors need to attend meetings regularly and actively participate in the deliberations They must raise relevant issues in their various forums by studying the civic complaints registered by the citizens and using the data effectively particularly in the ward committees Councillors need to be assertive and ensure that the complaints are tracked and proactive steps are taken for implementation of redressal 10

11. What Needs to be Done By Media, Civil Society Organisations (CSO) and Citizens: Citizens should actively register complaints Interact regularly with the authorities to raise issues that can be addressed in various government forums Proactively engage councillors throughout their tenure, and not just during the elections Should attend ward committee meetings regularly to understand how the process of governance functions and follow-up discussions over there with their municipal councillors 11

12. Thank You 12