17-06-2022

Best Practices
by Government
of Punjab
National Workshop on Jal Jeevan Mission
Bhubaneshwar, Odisha

Success Stories:

1. For the people, By the People: Community

participation, Ownership and Management
2. Empowering through IT: mGram Seva App
3. Ensuring Quality in Quality Management
4. Every Call is heard: SNK
5. Getting Future Ready: Automation

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Success Story
of village Bishniwal,
Gurdaspur, Punjab.

Village: Bishniwal, Distt. Gurdaspur (Punjab).

 Bishniwal is a small village on Balata-Fatehgarh-Churian road in Gurdaspur district of
Punjab with a community of 543 people across 106 households.
 The village was facing issues due to irregular water supply and inadequate pressure as it
was earlier covered with Hand Pump.
 The social and technical teams from the State Jal Jeevan Mission explained the Gram
Panchayat the ways to resolve their issues through construction of Overhead Service
Reservoir (OHSR) for the village, laying of distribution pipelines, individual household
connections etc.
 Now this water supply scheme has been augmented with tubewell at a cost of Rs. 25.37
lac. with Financial Assistance from W.B./ NRDWP in FY 2019-20
 The Gram Panchayat formed a Gram Panchayat Water and Sanitation Committee
(GPWSC) and collected the community share of Rs. 41,000, i.e. 10% of the in-village
infrastructure.
 The work was executed under the supervision of GPWSC.

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Village:
Bishniwal, Distt.
Gurdaspur
(Punjab).
Monthly meeting of
GPWSC members.

Village: Bishniwal, Distt. Gurdaspur (Punjab)

• During trial run period, community members were trained and educated about book
keeping and account maintenance for O&M of the water supply scheme.
• The Bishniwal GPWSC has a systematic record of :-
- water bills raised,
- user charges collected,
- work wise detail of expenditure/ payment,
- complaint register,
- daily pump operation log book and
- hours of uninterrupted water supply etc.
• All records are maintained by the Secretary of the GPWSC.
• At the time of reporting, the village scheme Operation & Maintenance (O&M) had a
balance corpus of Rs. 38,000.
• The village portrays engaged community participation and active women involvement,
which furthers smooth working of GPWSC.

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Success Story
Success Story of
village Gunnowal,
Amritsar, Punjab.

Village: Gunnowal, Distt. Amritsar (Punjab)

 Gunnowal is a village in Jandiala Block of Amritsar District with a total of 270 households.
Earlier this scheme was constructed in 2011 under NRDWP
 These households drew their water supply from tubewell-based OHSR with the capacity
of 75,000 ltr.
 During the testing, the ground water was found to be contaminated with arsenic and iron
as high as 0.017mg/ ltr.
 DWSS in collaboration with IIT-Madras set up an IoT based 150 kLD Arsenic-cum-Iron
removal plant under JJM as long term mitigation measure to supply treated water at 70
lpcd at a cost of Rs. 30.97 lac in June, 2021.
 Additionally, work for retrofitting of existing water supply scheme for 100% FHTC
coverage was completed in July, 2021 at a cost of Rs. 6.58 lac.

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Village:
Gunnowal,
Distt. Amritsar
(Punjab).
Monthly meeting of
GPWSC members.

Village: Gunnowal, Distt. Amritsar (Punjab)

 Communication campaigns were launched yet again to raise the demand for treated and
contamination-free piped water supply sourced from treated groundwater and timely
submission of monthly water user charges to ensure sustainability of the village scheme.
 The IEC activities, access to safe drinking water and emphasis on the village-scheme
sustainability has ensured no one in the village wastes water and timely submission of
monthly water user charges of Rs 100 per household to GPWSC.
 Regular household contribution of the user charges has built the village corpus of Rs
1,00,000/- to manage O&M of the village drinking water scheme and payment of its
electricity bills.

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IEC/ BCC
Activities

IEC Initiatives

Campaign Community Social Media

Exposure Visits
activities Radio Engagements

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IEC Initiatives

Outreach through Sensitising school Water quality (WQ) Mobile WQ testing

Television children testing Lab

Campaign: Taps on All Connections Campaign

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Outreach through Television

● Jal Hai Tan Kal Hai is an ongoing weekly programme to sensitise
communities about various initiatives of DWSS.
● Each episode focuses on a specific topic and has a guest who
details about the work of DWSS and benefits for communities.
● The discussions with experts are backed by the success stories
from the various villages. It is telecasted in DD Punjabi on Sunday.
● Major themes focussed on the Programme Include
○ 24 X 7 Supply
○ Solid Liquid Management
○ Effective Management by GPWSCs
○ Environment
○ Water Quality
● The programme is also available on YouTube under the channel
“Har Ghar Nal, Har Ghar Jal”. 10 hours of audio-visual content can
be accessed at:
● https://www.youtube.com/channel/UCLVLC9HRpzME38yN3EDWY
dg

Exposure Visits:

Photos of Exposure Visits conducted for community members at Moga, Faridkot

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Celebration of Local
01 Festivals

Celebration of Teej Festival organised by the

Celebration of Poshan Maah
Social and IEC Unit in the Villages

Celebrating Days of National

02 Importance

A Glimpse of the
independence Day Gram Sabhas organised for Gandhi Jayanti
Celebrations Celebrations under Jal Jeevan Samvad

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Village Level WhatsApp Groups

The GPWSC members/ GP Members/Stakeholders/Key Influencers and local community in the villages are connected
through WhatsApp groups Information on Surface Water Supply Project including significance of judicious use of water,
water conservation, and WASH are shared with the communities through village level WhatsApp groups on a regular basis

Presence on Various Social Media Platforms

01 02 03

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mGram Seva”:- A
digital Initiative by
Government of
Punjab for Rural
Water Supply
Schemes

“mGram Seva”:- A digital Initiative by Government

of Punjab for Rural Water Supply Schemes.
Introduction/Status

“mGram Seva” mobile application has been developed by eGov Foundation under
the MoU singed between eGov Foundation & Govt. of Punjab in Jan 2021.

The work was started in Jan 2021.

The piloting was done in the Division Name: “Sri Anandpur Shaib” in month of Dec
2021. Total 83 GPWSCs were made live in the Division.

The implementation includes the community participation as the application users are
GPWSC (Gram Panchayat Water and Sanitation Committee) members.

The state-wide rollout has been started and targeted to be completed by Aug 2022.

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“mGram Seva”:- A digital Initiative by Government of Punjab

for Rural Water Supply Schemes.
● Benefits of Using mGramSeva
1. Digital book-keeping
a. Maintain all receipt and expense records in digital format for all GPWSC as well as DWSS schemes
b. Easy consumer and vendor account generation and updation

1. Easy to use and environmentally friendly

a. Simple mobile app, saves time
b. All accounts maintained digitally, saves paper
2. Accountability and Transparency
a. Handover of records from one to another Sarpanch will be easy and transparent
b. Dashboards to give easy and effective visualization of all data of schemes to all stakeholders
c. Helps in better planning and efficient fund management, leading to better services
d. Information sharing about GPWSCs’ performance with citizens helps build trust and confidence

1. Online and cash payment

a. Online payment through multiple options - Netbanking, Credit/Debit Card, Mobile Wallets**
b. Cash payment also available

1. Alerts and Notifications

a. Digital bill and receipt on registered mobile numbers on WhatsApp and SMS.
b. Active SMS alerts
2. Consumer rating water quality
1. Citizens rate water quality, supply and overall service satisfaction in villages / wards
2. Easy to identify problems and improve water services
• Full or partial payment
1. Option to make partial payment of bill **In progress

“mGram Seva”:- A digital Initiative by Government of Punjab

for Rural Water Supply Schemes.

Strong commitment to scale across

• 65% of the users adopted the App 4500+ GPWSCs in Punjab by April 2022
within 2 weeks of launch in the first
village Lodhipur • Target to complete the Roll- out of the
• Approx. 35% of collections in the first application in the state by Aug 2022.
week of demand generation • DWSS has set up a Nodal Team with 15+
• Over Rs. 35 Lakh+ revenue collected resources for rollout across state
since launch • 400+ DWSS’s Field resources have been
• ~12000 households has been covered aligned across MIS, IEC and Admin to
till date support the rollout across state

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“mGram Seva”:- A digital Initiative by Government of Punjab

for Rural Water Supply Schemes.
1 App is Multilingual and a Digital
way to maintain the revenue and
expenditure records
2 Easy to share reports over
WhatsApp

3 Consumer satisfaction and

assessment quality of services

Dashboards for snapshot of

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collections and expenditures to
the Sarpanch / other GP officials

Details of collection available

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monthly for easy management

Water Quality
Monitoring and
Surveillance

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THREE TIER WATER QUALITY MONITORING INFRASTRUCTURE

State Laboratory cum
Referral Lab -Mohali

Regional Lab Regional Lab Regional Lab Regional Lab Regional Lab Regional Lab
Moga Sangrur Hoshiarpur SAS Nagar Patiala Amritsar

5 Sub Unit 5 Sub Unit 4 Sub Unit 3 Sub Unit 3 Sub Unit 4 Sub Unit
Labs Labs Labs Labs Labs Labs

1. Tarn Taran(D)
1. Ferozepur (D) 1. Mansa(D) 1. Jalandhar (D) 1. Ropar(D) 1. Fatehgarh Sahib(D)
2. Gurdaspur(D)
2. Faridkot(D) 2. Bathinda(D) 2. Kapurthala(D) 2. Anandpur Sahib(B) 2. Ludhiana(D)
3. Pathankot(D)
3. Mukatsar(D) 3. Barnala(D) 3. Talwara(B) 3. SBS Nagar(D) 3. Khanna(B)
4. Batala(B)
4. Fazilka(D) 4 Malout(B) 4. Garhshankar(B)
5. Abohar(B) 5. Malerkotla(D)

25 No. Labs are NABL accredited out of total 31 No. labs in the state

LABORATORIES INFRASTRUCTURE AT A GLANCE

State-cum- Referal lab - Mohali Modern Infrastructure in Labs

(Regional Lab Mohali) Regional Lab Sangrur

Inductively coupled Plasma Mass

Ion Chromatograph Regional Lab Hoshiarpur
Spectrophotometer (ICP-MS)

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LABORATORY INFORMATION MANAGEMENT

SYSTEM (LIMS)

● In order to streamline the processes starting from sample collection and

scheduling, route optimization, invoice generation, sample testing and finalization
of test reports and to re engineer the current processes to minimize human
involvement, DWSS has inducted customized Laboratory Information Management
System.
● Awarded to M/s Think Smart IT Solutions Pvt. Ltd on 29.09.2021 for Rs. 89 Lakh
including 5 years O&M.
● CoTS LIMS phase for internal operation of labs (sample receiving to issuance of
report and email of report to customers) is already functional in DWSS Labs.
● 2nd and 3rd phase (integration with MIS/WQMIS, sample scheduling, route
optimization, FTK module, legacy data etc.) shall be rolled out by 30.06.22.

ENSURING DISINFECTION THROUGH STORAGE AND

DISPENSING OF SODIUM HYPOCHLORITE
In order to create adequate storage facility of Sodium
Hypochlorite for ensuring disinfection of drinking water:
● 7 No. Storage facilities by DWSS are functional at
Amritsar, Hoshiarpur, Moga, Ludhiana, Mohali, Muktsar
sahib & Abohar.
● Another 7 such facilities by PWSSB at Phagwara, Patiala,
Gurdaspur, Bhudlada, Ferozpur, Bathinda, Sangrur are
functional

Sodium Hypochlorite Centre,

Sodium Hypochlorite Centre, Patiala Sodium Hypochlorite Centre, Amritsar
Moga

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Digitalized Complaint
Redressal System-
Shikayat Nivaran Kendra (SNK)
EVERY CALL IS IMPORTANT

Grievance Redressal System

● Digital well equipped 24x7 call centre with
IVRS (Interactive Voice Response System)
along with PRI Line is active with Toll free
No. 1800-180-2468 for grievance redressal.
● The analog grievance redressal system is
operational since December 2009 and
digitally upgraded in December 2020.
● 10 operators work in 3 shifts (7 am – 2pm,
9am – 5 pm and 2 pm – 9 pm) and their live
call handling and recording is also
monitored.

DWSS Grievance Redressal -24*7

active Shikayat Nivaran Kendra

Every Call is important

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Alert system for redressal of complaints

● For the pending complaints

○ Daily monitoring by sending reminders to the concerned Junior Engineers, Sub Divisional
Engineers, Executive Engineers via SMS, Whatsapp, e-mail and telephonically.

○ Concerned Superintending Engineers cum District Nodal officers (DSNOs) and Chief Engineers
are reminded when complaints are not redressed within stipulated time.
● The complaint is closed only after the complainant informs that the complaint has been redressed and
is satisfied.

MONITORING STATUS TILL 08-06-2022

Total number of complaints Registered - 98454 Nos .
Total number of complaints Resolved - 97530 Nos.
Total number of complaints Pending - 924 Nos.

% age Redressal of complaints - 99.0%

Arsenic and Iron Removal Plants (AIRP) at

Punjab with IoT based Online Monitoring
Infrastructure

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View of physical assets of IoT Platform

IoT Gateway with Energy Meter

Pressure Switch

Flow Meter

Pressure Transmitter CT coil

The installed IoT platform is not merely limited to the above mentioned sensor and meter. The infrastructure is expandable.
Various water quality sensors and Server side semi-automation can be implemented as and when needed.

Web Services for monitoring the

operation of AIRPs

Dashboard Dynamic Live Widgets Analytics and static data

1. Saturn is the only planet 1. Dynamic three phase volt 1. Day wise Treated water
with ringsLive Status of chart quantity data
Installed AIRP 2. Dynamic three phase 2. Day wise operation time
2. Usage pattern of the day ammeter data
3. Chronological AIRP active 3. Dynamic flow meter 3. Day wise flow-rate data
status 4. Dynamic pressure gauge 4. Day wise pump current
4. Daily District-wise Activity data
tracker 5. Day wise head-loss data
5. District wise Grouping with 6. Pump running time log
Alert messages
6. Live status marked Geo-
tagging with link The Web services are custom designed. Designed as a common platform to keep
7. Reports Navigation page everyone notified and hence transparency and accountability in public service is
ensured.

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Dashboard

Way Forward

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Thank You

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