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Terms of Reference Karnataka State Highways Improvement Project-II Road User Satisfaction Survey 1.
The Government of Karnataka (GoK) has completed improvements of 2385 Km of State Highways and MDRs under Karnataka State Highways Improvement Project - I (KSHIP-I) financed by World Bank. Considering the success and impact of KSHIP-I, Government of Karnataka has proposed Karnataka State Highways Improvement Project II (KSHIP-II) to improve another 3411 Kms of State Highways and MDRs. The Government of Karnataka through the Government of India has received a loan of about US$ 350 million from the International Bank for Reconstruction and Development (IBRD) towards the cost of the Stage 1 of the Karnataka State Highways Improvement Project - II (KSHIP-II) which includes Road Improvement works, Highway Financing Modernization, Road Safety Improvement and Institutional Development. The GoK intends to apply part of the proceeds of this loan to eligible payments to the consultancy services under Institutional Development Component, including this consultancy service.
2. Background of the study
GoK is taking several initiatives to improve roads and establish higher service standards. In order to evaluate the outcome of its initiatives and to refine the efficiency of adopted measures, it is proposed to conduct Road User Satisfaction Surveys (RUSS) across the proposed network. These surveys are to establish perceptions, experience and expectations of road users. This shall be an important measure to assess whether GoK policy in road sector is having its intended impact. Three such surveys are proposed over next 4 years; one at start of Project, another at mid term and the final one at Project closure. The Current assignment relates to road user survey at the beginning of the Project. The list of Project roads on which the Road User Satisfaction Survey is proposed to be conducted, are as below: a) Upgradation of road on EPC Basis under KSHIP II assisted by WB: Pkg. No. WEP1 WEP2 WEP3 WEP4 WEP5
Road Rehabilitation of road from Srirangapatna to Chinya in Mandya District Rehabilitation of road from Chinya to Nelligere in Mandya District Upgradation of road from Hiriyur to Bellary, Chitradurga and Bellary District Total
e) Details of PWD Road: Sl. No. 1
Road Hassan to Belur
Length in km 45.00
Completed year 2004
Length in km
Proposed date of completion 30/12/2012
f) Details of KRDCL Road: Sl No. 1
Wagdhari to Ribbanpalli Road, Gulbarga (PPP mode)
Terms of Reference g) Details of NHAI Road: Sl No. 1
Road Tumkur to Hiriyur
Length in km 100
Completed year 2004
As far as the status of the road work contracts are concerned, the agreements for EPC Contracts under WB assisted KSHIP II have been signed. The contractors are mobilizing men and machinery to commence the work. The EPC contracts under ADB assisted KSHIP II Project are being awarded. The Annuity contracts under WB assisted KSHIP II is expected to be awarded by June-2011. On KSHIP-I roads three phase user perception survey was conducted and some of the KSHIP-I roads are also included in the survey sample to compare the level of current user perception with the past. Also, the perception survey has to be carried out on some of the Karnataka PWD,NHAI and KRDCL roads. The selected sample of 1800 km for the study should therefore represent a balanced mix of project (public financed and PPP) and non-project roads, geographically well dispersed. The Project Director, KSHIP, on behalf of GoK, intends to assign the work of conducting the Road User Satisfaction Survey on the project roads to a qualified consulting firm (referred here as Consultant). 3
The specific objectives of the survey are to: a) Elicit views on public perceptions of current sector outcomes, performance of various road agencies including Public Works Department (PWD) and government policies; b) establish user perception and feedback through a time series comparison as well as clear delineation of project financed and nonproject financed (i.e. other roads under the jurisdiction of Karnataka PWD and KRDCL) roads and the study should also aim to differentiate user perception on public financed and PPP roads. c) develop a composite road user satisfaction index (RUSI) which could be mainstreamed in the PWD context. The idea is to take the user survey / feedback exercise beyond the project and mainstream within PWD operations so that the policy making / program formulation in the road sector could befit from such structured method of feedback / user perception surveys.
Terms of Reference d) Document the views in a comprehensible format suitable for comparison over time, and e) Present the findings of the survey to senior decision makers in GoK and the general public. 4
Scope of work
The Consultant shall undertake the following tasks. The Consultant is encouraged to propose reasonable modifications or additions to these tasks in their technical proposal. Task 1 – Planning and Piloting 4.1 The Consultant shall develop the methodology and plan for implementation of the intended survey. The methodology should seek to maximize the utility of the information gathered, the response rate of the “Surveyed” and the statistical significance of the results. The information gathered should be in a format, which is easily comparable with the results of the second survey and third survey to be conducted. 4.2
The survey shall consist of three parts: a) Measures of customer satisfaction of road network outcomes or attributes through a set of a few major indicators, each with a number of sub-indicators; b) Measures of customer perceptions of PWD performance through a set of a few major indicators (maximum Seven), each with a number of sub-indicators; and c) Views on future policy priorities.
The Consultant shall work with the client to develop suitable indicators and sub-indicators to meet the above needs as well as some simple policy topics for prioritization by respondents. The indicators and policy topics should be simple, unambiguous and measurable over time. The indicators must also include a measure to gauge perceptions of value for money and road safety.
The PWD’s ‘customer’ is clearly not a homogenous group; rather the ‘customer’ is made up of a number of potential target groups with many individuals being a member of two or more such groups. The Consultant should seek to elicit views from as broad a cross section of such target groups as reasonably practicable. However, it is understood that it may not be possible or sensible to conduct the survey as described in above to all target groups. The survey should accordingly include a simple profile of respondents. 4
Terms of Reference 4.5
For conducting these surveys, the potential road related representative bodies, not limited to the following, are: a) Inter-urban bus services operators and drivers. b) Wagon, rickshaw, auto-rickshaw, taxi and hired car operators and drivers. c) Private car owners/drivers. d) Households living adjacent to main roads. e) Shopkeepers/ Workers adjacent to highways. f) Farmers/agricultural commodity producers. g) Chambers of Commerce, industrial manufacturers and traders. h) Transports/freight forwarding/shipping agents. i) Insurance industry representatives. j) Emergency services representatives (fire services, ambulance, police etc.) k) Hoteliers’ associations; tour operators ; travel agents l) NGOs involved with social, environmental safeguard issues related to roads and vulnerable group m) Academia n) Journalists and media representatives o) Govt. undertaking in transport sector / Industries Department p) Traffic police wing q) Revenue Department officials r) Tourist (where available/ applicable)
The Consultant shall pilot the proposed survey mechanisms and research topics and indicators on a small sample of various target groups with a view to refining them both before finalization and use in the main survey stage. A short report on the outcome of this pilot survey and the changes necessary shall be prepared.
The Consultant shall help the client raise awareness of the survey through preparing some modest summary materials for dissemination through formal media outlets (TV, radio, newspapers and journals) as well as through simple flyers or posters at roadside amenities such as pedestrian flyovers, bus stops, truck parks, fuel stations and bicycle parks.
Task 2 – Administering the Main Survey and Data Management 4.8
The Consultant shall administer the refined survey to the agreed sample of various target groups and follow up as 5
Terms of Reference necessary to maximize response. 4.9
The Consultant shall receive, collate, sort, clean and analyze the data received.
Task 3 – Formulation of Strategy to Continue these Surveys 4.10
The consultants should frame a strategy (institutional and funding aspects) for continuing the surveys in a fixed interval in the foreseeable future by PWD. Quite a few highway agencies conduct such surveys at regular interval to develop better understanding of the user's needs and expectations and integrate the survey results within their overall business strategy.
Task 4 – Presentation of Findings 4.11
The Consultant shall present the survey findings to the senior management of the PWD and other relevant decision makers in the GoK (composition to be determined). The findings shall be presented both in a written report, comprising of charts and diagrams wherever possible and in electronic format and as a formal oral presentation. This report and presentation shall be structured so as to demonstrate the opportunities and priorities for improvements in service delivery.
Short glossy summary flyer or pamphlets for widespread dissemination are to be produced.
The Consultant shall work with the client’s staff to agree and implement mechanisms for disseminating the information generated under the survey. Such mechanisms shall include presentations to professional associations, articles in the media, posters and flyers, posting on the KSHIP & PWD website and presentation at the annual road sector workshop to be organized by the client at a date to be determined.
Task 5 – Identification of other existing sources of related information 4.14
The Consultant shall identify other possible existing mechanisms for collecting information from the general public that has a bearing on the issue of public attitudes on road service delivery. Such surveys might include those 6
Terms of Reference conducted by National Highway Authority of India (NHAI)/ Ministry of Road Transport and Highways (MORTH) or by the private or non-profit sector on similar kinds of issues. The outcome of external stakeholders meeting can also be considered which may provide useful information on road user attributes. 4.15
The Consultant shall recommend whether any data might usefully be extracted from these existing surveys, or whether by modest adaptation, they might provide valuable information to the PWD in future on road user attitudes.
The Consultant shall detail in their technical proposal the methodology for the survey. This should include: a) The proposed relationships with bodies representing road users, through whom the Consultant may decide to operate in order to access the members of such bodies (listed above at 4.5); b) The proposed targets groups, (disaggregated by gender and by at least three income groups or socio-economic classes) sampling size and the levels of confidence these shall provide; c) The proposed survey administration mechanisms (e.g. focus groups or postal, household, roadside or telephone interviews/ questionnaires) and how these might vary for different target groups or different research needs or be combined to triangulate information; and d) Dissemination mechanisms
Data, services, and facilities to be provided by the client
Office space and Logistic Support: The Client shall not provide any office space, transport or other logistical support for the purpose.
Information: KSHIP/PWD, both at HQ and at lower levels, shall provide available information relevant to the survey and as requested by the Consultant. The Consultant shall be responsible for any translation of documents and for processing of data.
Terms of Reference 7
Qualification & Experience of key personnel
The Consultant shall be expected to provide minimum 10 man months of key personnel input over an approximately 5 months period during each phase of the survey.
Besides above, minimum 6 (six) supporting staff as supervisors and about 20 (Twenty) interviewers / Surveyors is envisaged for organizing and conducting the opinion survey along the on-going and proposed road corridors of KSHIP.
The Consultant team shall include at least four key personnel with qualifications as shown below. The mobilization of these Key Staff shall be as per various activity / deliverables
Team Leader-cum-Social Scientist: Team Leader-cum-Social scientist shall have minimum academic qualification of Master degree in Sociology. Additional weightage shall be given to person with higher degree on any relevant subject. The person should have about 15 years of professional experience including minimum of 5 years of relevant experience in a similar position. S/he should have done at least three projects of similar in nature or related survey projects on user satisfaction/perception. The person should posses through knowledge/expertise on user satisfaction survey in either Road/Transport or other non-road sector with Planning, Analysis, Sampling, Data Collections & interpretation capability S/He will provide technical advice, planning and supervisory input and team leadership for a period of at least three man month during each phase of the survey.
Economist: The Key Staff for the position of Economist shall have minimum qualification of Master degree in Economics. Additional weightage shall be given to persons with higher degree in any relevant/inter disciplinary subject. The person should have about 10 years of professional experience including minimum of 5 years of relevant experience in a similar position. S/he should have done at least three projects of similar in nature on user satisfaction/perception. The person should posses through knowledge/expertise on survey related data analysis & interpretation. Minimum two man month 8
Terms of Reference period of services has been envisaged for this key position during each phase of the survey. 8.3
Statistician: The Statistician shall have minimum qualification of Bachelor’s degree with Statistics as a subject. Weightage shall be given to persons with Master / any higher degree in Statistics. The person should have about 10 years of professional experience including minimum of 5 years of relevant experience in a similar position. S/he should have done at least three projects of similar in nature on user satisfaction / perception. The person should posses through knowledge / expertise on survey related data sampling , analysis, projection & interpretation. Minimum two man month period of services has been envisaged for this key position during each phase of the survey.
Database Specialist: The person for the position of Database Specialist shall have minimum qualification of Bachelor’s degree in the field of Computer Application/Computer Science. The person should have about 10 years of professional experience including minimum of 5 years of relevant experience in a similar position. S/he should have done at least three projects in any field involving data base management / MIS. The person should posses through knowledge / expertise on survey related data input, analysis & interpretation. Minimum three man month period of services has been envisaged for this key position during each phase of the survey.
Qualification & Experience of support staff
The supervisors should have minimum qualification of any Bachelor’s degree in any Discipline with Social Science/Sociology as a major subject and should have experience in at least two similar or related survey projects.
Terms of Reference 10 Reporting requirement
11 Review committee
The Consultant is expected to provide the following outputs: Sl. Output Due date (weeks) No. from Start 1 Inception report having indicators, 2 Sub-indicators and topics for prioritization (10 nos) 2 Report on Pilot Survey (5 nos) 5 3 Awareness raising materials 7 (posters/flyers/ pamphlets) – (2000 nos) 4 Draft survey report (3 nos) 9 5 Final survey report (20 nos) 11 (2 weeks after receipt of comments) 6 Dissemination material 15 (posters/flyers/ pamphlets) (2 weeks after final report) 7 Presentation before Senior officers of 20 GoK A review committee comprising of the following officers of the KSHIP will be reviewing all the reports submitted by the consultant: 1. 2. 3. 4. 5.
The Project Director, KSHIP The Chief Engineer, C&B South, Bangalore The Chief Engineer, KRDCL, Bangalore The Chief Engineer, NH, KPW & IWTD, Bangalore The Superintending Engineer, PIU, KSHIP