8. The customer should have a Agreed Incorporated in the DFAT and voice in both the planning and design of the Aus4Water Customer feedback was often the operation of the schemes Aus4Water design team overlooked under the RWSS NTP. and feedback needs to be Program. The Aus4 Water program will collected in a systematic manner strengthen customer satisfaction through customer satisfaction surveys to ensure quality of water surveys. The current citizen services is maintained by private score card that is piloted by the sector providers. Youth Union is a few provinces should be expanded nation-wide. Operational improvement 9. The functionality of the existing See actions DFAT, Partially Agree required in Aus4Water investments needs to improve. See response to response to design team and Future investments should favour Recommendation 2 Recommendation 2 GoV rehabilitation where possible. The OBA has been proven effective in reaching households, particularly targeting lowest 40% of rural populations. Agree Not required N/A 10. Financially autonomous, professionally managed entities with The AVEDP has, since the clear ownership of the systems are Concept development stage, best positioned to provide high changed its name to “Aus4Water”. quality and sustainable service. A The Program goal is to recent joint survey by international demonstrate and replicate and local organisations found that successful private sector models private sector was a significant in rural water supply working in source of investment and can partnership with the GoV. contribute to the limited state budgets available to extend services. The same survey and other consumer satisfactory surveys also documented the economic efficiency of private service providers relative to other service providers in resource mobilisation, connection cost per household and operational performance. DFAT should partner with the GoV in finding solutions to mobilise increased private sector participation in the water and sanitation through the Enterprise Development Partnership Program (AVEDP).
8. The customer should have a voice in both the planning and the operation of the schemes and feedback needs to be collected in a systematic manner through customer satisfaction surveys. The current citizen score card that is piloted by the Youth Union is a few provinces should be expanded nation-wide. Agreed Customer feedback was often overlooked under the RWSS NTP. The Aus4 Water program will strengthen customer satisfaction surveys to ensure quality of water services is maintained by private sector providers. Incorporated in the design of the Aus4Water Program. DFAT and Aus4Water design team Operational improvement 9. The functionality of the existing investments needs to improve. Future investments should favour rehabilitation where possible. The OBA has been proven effective in reaching households, particularly targeting lowest 40% of rural populations. Partially Agree See response to Recommendation 2 See actions required in response to Recommendation 2 DFAT, Aus4Water design team and GoV 10. Financially autonomous, professionally managed entities with clear ownership of the systems are best positioned to provide high quality and sustainable service. A recent joint survey by international and local organisations found that private sector was a significant source of investment and can contribute to the limited state budgets available to extend services. The same survey and other consumer satisfactory surveys also documented the economic efficiency of private service providers relative to other service providers in resource mobilisation, connection cost per household and operational performance. DFAT should partner with the GoV in finding solutions to mobilise increased private sector participation in the water and sanitation through the Enterprise Development Partnership Program (AVEDP). Agree The AVEDP has, since the Concept development stage, changed its name to “Aus4Water”. The Program goal is to demonstrate and replicate successful private sector models in rural water supply working in partnership with the GoV. Not required N/A
vietnam-rwss-ntp-icr-management-response.docx