This case provides a comprehensive account of the origin, foundation, growth, managerial and operational problems, labor relationship, decline in performance, change of ownership, management team,company,public utility counterparts, BWSSB had a pathetic track record, area of customer service. The situation was such that customers had no faith and stopped registering complaints as they had no hope of their complaints redressed. A report by Public Accounts Committee (PAC) in 1999 had noted that only 28 customers out of every 1000 were satisfied with BWSSB.
The report card for the year 2003-04 of PAC states that customer satisfaction level about BWSSB services is 99%. The Board emerged as a vibrant and dynamic customer focused organization from a dull public utility.
BWSSB is a century old public utility responsible for providing water supply, sewerage system and sewage disposal in the Bangalore Metropolitan Area. As per the 2001 census, population of the city was 6.0 million. By 2011, the population has expected to reach 7.3 million. The city was spread over an area of 595 sq. kms as per Bangalore Metropolitan Authority (BMA).
The first scheme to supply filtered water to city was commissioned as early as in August, 1896, from Arkavathy river sources. BWSSB supplies over 860 Million Liters (MLD) of water per day to the city. The per capita supply is about 110 to 120 Liters Per Day (LPCD). This was slightly below the national standard recommended by CPHEEO which is 130-140 LPCD. Almost the entire water supply to city is from river `Cauvery'. The city is at an altitude of above 500 meters from river and a distance of nearly 100 kms. |
