Lok Sabha Question No. 252 (STARRED), answered on 2017-08-02
Subject: Swacchhta MoUD App
Ministry: HOUSING AND URBAN AFFAIRS
Asked by: JAYAKUMAR JAYAVARDHAN, P.R. SUNDARAM

No.  *252

## GOVERNMENT OF INDIA

## MINISTRY OF HOUSING AND URBAN AFFAIRS LOK SABHA

STARRED QUESTION NO. 252

TO BE ANSWERED ON AUGUST 02, 2017

SWACCHHTA MODU APP

DR. J. JAYAVARDHAN:

SHRI P. R. SUNDARAM:

Will the Minister of HOUSING AND URBAN AFFAIRS be pleased to state:

- (a) whether the Government has launched the "Swacchhta MoUD" app which  enables  citizens  to  lodge  complaints  and  if  so,  the  details thereof;
- (b)  the  number  of  complaints  lodged  using  the  app  in  the  past  ten months and the number of complaints resolved;
- (c) whether there is dynamic ranking of cities on daily basis based on the  response  of  agencies,  citizens'  feedback  and  user  engagement and if so, the details thereof;

Contd…2

- (d) whether any time-frame has been fixed for resolving each type of complaints/ grievances; and
- (e) if  so,  the  details  thereof along with the other steps taken by the Government to resolve sanitation related grievances in cities in a time bound manner?

## ANSWER

## THE MINISTER OF STATE IN THE MINISTRY OF HOUSING & URBAN AFFAIRS (RAO INDERJIT SINGH)

- (a) to (e) : A Statement is laid on the Table of the House.

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STATEMENT  REFERRED  TO  IN  REPLY  TO  LOK  SABHA  STARRED QUESTION NO. 252 FOR 02.08.2017 REGARDING SWACCHHTA MOUD APP.

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(a):   Yes, Madam. The Ministry of Housing and Urban Affairs (MoHUA) launched IT based Grievance Redressal Solution (Swachhata App) for citizens  &  municipal  bodies  of  4,041  statutory  towns  to  improve sanitation with citizens' engagement. For effective implementation of Grievance  Redressal  Solution,  MoHUA  signed  a  Memorandum  of Understanding  (MoU)  with  Janaagraha  Centre  for  Citizenship  and Democracy  at  no  cost  to  the  Ministry  to  design,  develop,  test, implement  and  maintain  mobile  and  web  applications  for  Swachhta App.  The  application  provides  an  interface  to  citizens  to  report complaints / grievances with respect to cleanliness.

Contd….4

(b):    Currently,  the  Swachhata  App  is  being  actively  used  by  1,700 Urban  Local  Bodies  (ULBs).  11.91  lakh  citizens  have  downloaded  it across  the  country.  Since  August,  2016,  11,24,411  complaints  have been lodged on the App; out of these  10,48,560  have been resolved.

(c):    Yes, Madam. The dynamic ranking of cities is based on real time performance  of  cities  on  grievance  redressal.  It  is  the  cumulative score of the following three factors:

-  User Engagement Factor (% of citizens in a city registered on the app)
-  User Happiness Factor( positive feedbacks)
-  Agency  (ULB) responsiveness factor (% of complaints resolved)

(d) & (e): Yes, Madam.  The Service Level Agreement (SLA) for resolving  grievances  for  the  different  categories  of  complaints  have been defined as follows:

Contd….5

|   S.No. | Category                            |   SLA (in Hour) |
|---------|-------------------------------------|-----------------|
|       1 | Dead animal(s)                      |              48 |
|       2 | Dustbins not cleaned                |              12 |
|       3 | Garbage dump                        |              12 |
|       4 | Garbage vehicle not arrived         |              12 |
|       5 | Sweeping not done                   |              12 |
|       6 | No electricity in public toilet(s)  |              12 |
|       7 | No water supply in public toilet(s) |              12 |
|       8 | Public toilet(s) blockage           |              12 |
|       9 | Public toilet(s) cleaning           |              12 |

The  other  steps  taken  by  Government  to  resolve  sanitation  related grievances in cities in a time bound manner are,

-  Government provides  incentive  of  Rs  4,000/-  per  unit  of  individual toilets (Rs 10,800/- per unit for North Eastern and Himalayan States and Rs. 4,266/- per unit for UTs with legislature and Rs. 5,333/- per

Contd….6

unit  for  UTs  without  legislature)  and  Rs.  39,200/-  per  seat  of community / public toilets (Rs. 52,267/- for UTs without legislature and  Rs.  41,814/-  for  UTs  with  legislature)  to  address  problem  of open defecation in cities and towns.

-  Government provides 35% of project cost (46.67% for UTs without legislature and 37.33% for UTs with legislature) as Central funding for  setting  up  solid  waste  management projects such as waste to compost, waste to energy plants, remediation  of  existing  landfills etc.

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