Institutionalization of Service Level Benchmarking

Service Level Benchmarking – 4
Service Level Benchmarking – 3
Service Level Benchmarking -2
Service Level Benchmarking  – 1

Overall Project Completion

From a service provider’s perspective, there is a dire need for assimilation of reliable and accurate data at a common platform to make informed decision and carry out online performance monitoring of all 4 critical services (water supply, sewerage, storm water drainage and solid waste management).

Therefore, in order to carry out reliable performance measurement, monitoring and improvement, there is a dire need to institutionalise these service level benchmarks.


Objective of the Project

• To institutionalize the entire process of data generation, recording, maintenance, updating and retrieval.

• To be able to calculate the SLB indicators with known reliability.

• To track the performance levels of the sectors on a regular basis

• Institutionalization is a process of integrating a particular activity as a part of the routine functions of the organization removing all the ambiguities in –

• The responsibilities related to the particular activity;

• Methodology to be followed to perform the activity;

• Timelines for performing the activity and

• The oversight mechanism for the same Project Benefits

• System will institutionalise the process of service level monitoring

• System will enable regular auto-calculation and monitoring of SLB performance indicators for water supply, sewerage, solid waste management, stormwater drainage as per MoHUA’s handbook

• Will enable TMC to identify actual gaps in service levels

• Will enable TMC to take informed decisions regarding planning and decision making for improvement of service delivery for water, sanitation, SWM and stormwater drainage

• Will enable TMC to rationalize budget allocation for the improvements of the services

• Will enhance the reliability of data used for computation of SLB indicators Project Status: Proposal was put up for the appointment of contractor in the 9th Board Meeting of Thane Smart City Limited which was approved by the Board of Directors.

Release of Tender Tender Published
Issuance of Work Order Work Order Issued
Date of Issue of Work order 15/03/2021
Implementing Agency M/s Aeon Software Private Limited
Status : Work in progress
Cost of the Project INR 2.6 Cr
Duration 42 months
Physical Progress 100%
Financial Progress 10%
Expenditure Till Date: 0.26