Focus Group - Indonesia Case Study

This case study presents a set of questions and discussion points that was used in a series of focus group discussions in Indonesia. Reference is made to PDAMs in this case study; the provision of water services in urban areas is the responsibility of PDAMs (Perusahaan Daerah Air Minum), which are local government-owned water utilities. There are 319 PDAMs in Indonesia. Improving quality of service is a key objective and one way to measure this is by engaging stakeholders and users on a variety of topics. The case study is written in both Bahasa Indonesia and English.

Introductory Statement: State that we are interested in speaking to customers regarding their perceptions of PDAM service issues. Ask if they would be willing to participate.

Overall Satisfaction

1. Overall, are you satisfied with the services delivered by your PDAM?

2. With what aspects of PDAM service are you not satisfied?

3. With what aspects of PDAM service are you most satisfied?

Priorities

1. In terms of all possible PDAM service areas or improvements, which is most important (first priority) to you?

2. Second priority?

3. Third priority?

Willingness to pay for improved Service

1. Do you think that current tariffs accurately reflect your PDAM’s cost of operations?

2. If not, do you think that tariffs are too low or too high?

3. Would you be willing to pay a higher tariff for PDAM service that better addressed your service priorities?

4. If you would NOT be willing to pay a higher tariff for better service, why?

Detailed Aspects of Service

Use the detailed items below as a guide for discussions of the above general questions. Assuming that the discussion is focused on relevant areas, allow it to go in the direction that the customer takes it. If the discussion drifts from issues of satisfaction or service, or if participants are reluctant to talk, use the questions below to steer the discussion back to satisfaction service issues.

1. Water Quality

1.1 What is your opinion about the water delivered by your PDAM (safety, taste, color, smell, etc.)?

1.2 How can your PDAM improve these characteristics?

2. Schedule of Operations

2.1 Do you have a 24 hour supply of water?

2.2 If not, what is your schedule?

2.3 If you do not have 24 hour per day service, what strategies do you use? (e.g., storage pool, tank, well, pump, purchases of water, wait, etc.)

2.4 What can your PDAM do to improve the schedule of operations?

3. Unscheduled Outages

3.1 During periods when you are scheduled to have water, how often do you NOT have water?

3.2 Why do these unscheduled outages occur?

3.3 What strategies do you use to deal with these unscheduled outages (e.g., storage pool, tank, well, pump, purchases of water, wait, etc.)?

3.4 What should your PDAM do to eliminate these unscheduled outages?

4. Bill Determination

4.1 Do you approve of your current water tariff?

4.2 How much do you pay per month?

4.3 What is the condition of your water meter?

4.4 Do the meter readers come every month?

4.5 Do the meter readers accurately read your meter?

4.6 What can your PDAM do to improve bill determination?

5. Billing Arrangements

5.1 Do you receive a bill every month?

5.2 How do you receive your bill? (post, courier, bank, other)

5.3 When do you receive the bill every month? (early, mid, late month, never)

5.4 What can your PDAM do to improve these billing arrangements?

6. Payment Procedures

6.1 How can you pay your bill?

6.2 What other payment options would you prefer?

6.3 After receiving your bill, when must you pay your bill?

6.4 How is the person at the payment point? Courteous?

6.5 How long must you wait for the person to serve you when you go to pay?

6.6 How many payment boxes are there at your PDAM?

6.7 Do you receive a receipt for your bill payment?

6.8 What can your PDAM do to improve payment procedures?

7. Non-Payment Procedures

7.1 Do you ever not pay your bill?

7.2 If not, why?

7.3 What is the longest period for which you have not paid your bill?

7.4 If you do not pay your bill, what happens?

7.5 What can your PDAM do to improve non-payment procedures?

8. PDAM-Customer Interaction

8.1 What is your opinion about your interaction with PDAM?

8.1.1 … with meter readers?

8.1.2 … with bill collectors?

8.1.3 … with staff at payment points?

8.1.4 … with repair/maintenance staff?

8.1.5 … with customer service staff?

8.1.6 … with PDAM management?

8.2 Would you be willing to participate on a customer advisory board?

8.3 What can your PDAM do to improve customer-management interaction?

9. Repair Service

9.1 What is the procedure for getting repairs?

9.2 When repairs are requested, does the PDAM respond?

9.3 How long does it take the PDAM to respond?

9.4 Is this too long?

9.5 Does the PDAM respond to repair requests in a professional (courteous) manner?

9.6 Are repairs effectively carried out?

9.7 Must additional payments be made for repairs?

9.8 Do you ever hire an outside contractor (non-PDAM) to carry out repairs?

9.9 If so, why? (cost, quality of repairs, response time, etc.)

9.10 When there are leaks or breakages of pipes, does the PDAM respond?

9.11 When there are leaks or breakages of pipes, does the PDAM respond promptly?

9.12 What can your PDAM do to improve repair service?

10. New Connections/New Taps

10.1 What is the procedure for obtaining a new connection?

10.2 When a new connection/tap is requested, how long does it take the PDAM to respond?

10.3 Is this too long?

10.4 Does the PDAM respond to new connection requests in a professional (courteous) manner?

10.5 Is the new connection request effectively carried out?

10.6 Must additional payments be made for new connections?

10.7 What can your PDAM do to improve the procedure for new connections?

11. Other PDAM Water Services

11.1 What other PDAM services do you use ? (e.g., “terminal air” and/or “hidran air”)

11.2 Are you satisfied with these other PDAM services?

11.3 Are these other PDAM services located close enough to your dwelling?

11.4 Are you satisfied with the organization of these other PDAM services?

11.5 Do you pay for these other PDAM services?

11.6 Are you satisfied with the price for these other PDAM services?

11.7 Would you pay more for better other services form your PDAM?

11.8 What can your PDAM do to improve these other services?

12. Maintenance

12.1 Does your PDAM carry out routine maintenance that you are aware of?

12.2 What is the condition of your meter?

12.3 What is the condition of PDAM pipes in your area?

12.4 Does your area require maintenance that you are aware of?

12.5 What can your PDAM do to improve maintenance?

Impressions of Participant(s) and Discussion

Focus on:

1. willingness to discuss

2. frankness

3. particular areas of importance/interest

4. particular areas of sensitivity/anger

Make some notes on the socioeconomic background of the participants.

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