City of Accra, Ghana

Report No. 55117-GH

THE WORLD BANK Public Disclosure Authorized City of Accra, Ghana

Public Disclosure Authorized CONSULTATIVE CITIZENS’ REPORT CARD Public Disclosure Authorized Public Disclosure Authorized ©2010 The International Bank for Reconstruction and Development/The World Bank 1818 H Street, N.W. Washington, DC 20433 Telephone: 202-473-1000 Internet: www.worldbank.org E-mail: [email protected]

This volume is a product of the staff of the International Bank for Reconstruction and Development / The World Bank. The findings, interpretations, and conclusions expressed in this volume do not neces- sarily reflect the views of the Executive Directors of The World Bank or the governments they represent. The World Bank does not guarantee the accuracy of the data included in this work. The boundaries, colors, denominations, and other information shown on any map in this work do not imply any judg- ment on the part of The World Bank concerning the legal status of any territory or the endorsement or acceptance of such boundaries.

Rights and Permissions The material in this work is copyrighted. Copying and/or transmitting portions or all of this work without permission may be a violation of applicable law. The World Bank encourages dissemination of its work and will normally grant permission promptly. For permission to photocopy or reprint any part of this work, please send a request with complete information to the Copyright Clearance Center, Inc., 222 Rosewood Drive, Danvers, MA 01923, USA, telephone 978- 750-8400, fax 978-750-4470, www. copyright.com. All other queries on rights and licenses, including subsidiary rights, should be addressed to the Of- fice of the Publisher, World Bank, 1818 H Street NW, Washington, DC 20433, fax 202-522-2422, e-mail pubrights@ worldbank.org.

City of Accra, Ghana CONSULTATIVE CITIZENS' REPORT CARD

Accra City — CONSULTATIVE CITIZENS' REPORT CARD

Table of Contents

Foreword...... 1 Acknowledgements...... 3 Acronyms and Abbreviations...... 5

RESIDENTIAL LIFE IN ACCRA 7

Accra Metropolitan Assembly Mission Statement...... 9 Political and Administrative System...... 9 City Demographics...... 11 Housing and Neighborhoods...... 12 Household Income...... 15 Education Level...... 17

QUALITY OF LIFE & STANDARD OF LIVING 19

Quality of Life...... 21 Residents' Responses Across The City at Large ...... 21 Residents' Responses Across The Sub-metros...... 22 Standard of Living...... 24 Residents' Responses Across The City at Large...... 24 Residents' Responses Across the Sub-metros...... 24

A NOTE ON HOUSEHOLDS' SERVICE PRIORITIES & SERVICE SATISFACTION 27 i Accra City — CONSULTATIVE CITIZENS' REPORT CARD

Households' Service Priorities...... 29 Comparing Households' Service Priorities and Service Satisfaction...... 29 Comparing Service Priority and Satisfaction: All City Households...... 30 Comparing Service Priority and Satisfaction: Households with Better Service Coverage...... 30 Comparing Service Priority and Satisfaction: Households with Lower Service Coverage...... 31

The Services 33

TOILETS AND SANITATION 35

Residents' Service Priority Rating: 1st (out of 7 services)...... 37 Residents' Responses Across The City at Large ...... 37 Residents' Responses Across The Sub-Metros...... 38 City Residents' Satisfaction With Service ...... 40 A SPECIAL ISSUE — Public Toilet Facilities ...... 43 Policy Implications...... 44

GUTTERS AND DRAINS 45

Residents' Service Priority Rating: 2nd (out of 7 services)...... 47 Residents' Responses Across The City at Large ...... 47 Residents' Responses Across The Sub-Metros...... 48 City Residents' Satisfaction With Service ...... 51 A Special Issue — Gutter And Drain Blockage...... 54 Policy Implications...... 56

REFUSE AND SOLID WASTE COLLECTION 57

Residents' Service Priority Rating: 3rd (out of 7 services)...... 59 Residents' Responses Across The City at Large ...... 59 Residents' Responses Across The Sub-Metros...... 61 City Residents' Satisfaction With Service ...... 64 ii Accra City — CONSULTATIVE CITIZENS' REPORT CARD

A SPECIAL ISSUE — Residents' Willingness To Pay For Refuse & Solid Waste Collection ...... 67 Policy Implications...... 68

WATER 69

Residents' Service Priority Rating: 4th (out of 7 services)...... 71 Organization of This Section ...... 72 PART 1: Households with Ghana Water Company Ltd. Service...... 73 Residents' Responses Across The City at Large ...... 73 Residents' Responses Across The Sub-metros...... 74 City Residents' Satisfaction with gwcl Service ...... 77 Policy Implications For Ghana Water Company Ltd...... 79 PART 2: Households' without Ghana Water Company Ltd. Service...... 80 Residents' Responses Across The City at Large ...... 80 Residents' Responses Across The Sub-Metros...... 82 City Residents' Satisfaction With Service ...... 83 Policy Implications ...... 84

PUBLIC MARKETS 85

Residents' Service Priority Rating: 5th (out of 7 services)...... 87 Residents' Responses Across The City at Large...... 87 Residents' Responses Across The Sub-Metros...... 87 City Residents' Satisfaction With Service...... 89 A SPECIAL ISSUE — Public Toilet Facilities in Public Markets...... 91 Policy Implications...... 92

BASIC EDUCATION 93

Residents' Service Priority Rating: 6th (out of 7 services)...... 95 Residents' Responses Across The City At Large...... 95 Residents' Responses Across The Sub-Metros...... 96 A SPECIAL ISSUE — The School Feeding Program...... 99 iii Accra City — CONSULTATIVE CITIZENS' REPORT CARD

Policy Implications...... 101

ROADS 103

Residents' Service Priority Rating: 7th (out of 7 services) ...... 105 Residents' Responses Across The City at Large...... 105 Residents' Responses Across The Sub-Metros...... 108 City Residents' Satisfaction With Service...... 111 A SPECIAL ISSUE — Roadside Vending...... 113 Policy Implications...... 114

Residents' perceptionS of AMA officials 115

RESIDENTS' PERCEPTIONS OF AMA OFFICIALS 117

Residents' Perceptions ofAMA Officials...... 119 Residents' Perceptions Across The City At Large...... 119 Residents' Perceptions Across The Sub-Metros...... 121 A SPECIAL ISSUE — Residents' Willingness To Pay...... 125 Policy Implications...... 126

About the citizens' reportcard survey 127

FEEDBACK 129

Feedback on the Citizens' Report Card Survey...... 131

ABOUT THE SURVEY DESIGN 133

About The Survey Design...... 135 Survey Questionnaire Development...... 135 Sample Design...... 135 Sample Realization...... 135 Fieldwork...... 136 iv Accra City — CONSULTATIVE CITIZENS' REPORT CARD

Foreword

t is with great pleasure that I introduce the services they receive, and provide feedback on Accra Metropolitan Assembly's first Consulta- their interactions with City officials. My office is, I tive Citizens' Report Card. through this Consultative Citizens' Report Card, listening to what Accra's residents are saying. Under my administration, the Accra Metropoli- We will use this information to shape policies tan Assembly (AMA) has introduced a number of and programs so they respond more closely to initiatives to improve services for City residents. residents' needs. And, a future follow-up Con- Some sound progress is being made on these sultative Citizens' Report Card exercise will help initiatives, including on refuse collection, sanita- us assess the progress we are making towards tion, and public basic education. However, I am meeting these needs. aware that, as highlighted in this report, a number of important service issues continue to need This Consultative Citizens' Report Card also contains much information that will be of inter- attention. One overarching imperative is to pro- est and use to City residents. It provides a fact- vide more, and better, services to the AMA's less based picture of service coverage and service well served Sub-Metros and Residential Areas. quality issues across the City at large, and also within each of the eleven Sub-metros. This in- To deliver the needed service improvements, formation will help residents determine how the AMA will need to work in partnership with services in their neighborhood and Sub-metro its constituents, the residents of Accra. This compare with other areas across the City, and means communicating more frequently with help them identify areas which are better or less residents, and actively listening to residents. well served. This Consultative Citizens' Report Card has been designed specifically to facilitate the exchange I would like to extend our thanks to the World of information between City residents and the Bank for partnering with the AMA in designing AMA. It has asked a representative sample of al- and implementing this first Consultative Citi- most 4,000 households, scattered across the City zens' Report Card, and I look forward to a con- and in all Sub-Metros, to identify and prioritize tinued fruitful partnership in the effort to better their service needs, report on the quality of the serve the residents of AMA.

Dr. Alfred Okoe Vanderpuije Metropolitan Chief Executive Accra Metropolitan Assembly 1

Accra City — CONSULTATIVE CITIZENS' REPORT CARD

Acknowledgements

his report was undertaken under the aus- Thanks are also due to staff of the Ghana Wa- pices of the World Bank and the Accra ter Company Ltd. who provided background T Metropolitan Assembly, Ghana. information and input to the development of the Questionnaire on water services, including Management of the Consultative Citizens' Re- Messrs. Daniel Adjetey Adjei, Kweku Botwe and port Card work program and preparation of this Michael Botse-Baidoo. report was undertaken by Carolyn Winter (World Bank). Bruce MacPhail (Consultant, World Bank) The assistance of Mrs. Rosalind Quartey of the provided key support on data analysis and report Ghana Statistical Service in providing access to preparation. Team members contributing to the the Ghana Census 2009 population projections Citizens' Report Card included: Peter Jacobusen and the 2000 Enumeration Area information is (Field Project Manager, Dynamic Research); Kofi gratefully acknowledged. Yeboah (Urban Management Land Information System, AMA, Ghana); Craig Schwabe (Africa- A number of NGOs and policy think tanks work- Scope); Ariane Neethling (Consultant); Philip ing on municipal service and water issues also Okullo and William Mensah (Synovate/Stead- provided input during the Consultative Citi- man Ghana); Katie Mark and Douglas Wissoker zens' Report Card process. They included: CHF (Urban Institute); and, Ventura Bengoechea and Beatrix Allah-Mensah (World Bank). International; the Coalition of NGOs in Waste Management (CONWAM); Coalition of NGOs in Special thanks are due to the many officials in Water and Sanitation (CONIWAS); Life Bridge 68 the Accra Metropolitan Assembly, Ghana, who Foundation; Peoples' Dialogue; Future Watch generously provided their time and input, most Foundation; SEND-Ghana; Social Development particularly for the development of the Sur- Center (ISODEC); Integrated Ecological Resto- vey Questionnaire. Amongst these officials are rations; Not A Waste Recycle; Center for Demo- Messrs. Timothy Oman, Wisdom Kwame Nya- cratic Development (CDD); and, The Institute of madi, and Kwame Twum-Adaboh of the AMA Local Government Studies (ILGS). Development Planning Office; Messrs. Edmond Abbey and Otchese Anning Bejani from Able- The Consultative Citizens' Report Card work was kuma South Sub-Metro; Mr. Patrick Ankomagyei completed under the management of Ishac Di- of Ablekuma North Sub-Metro; and Mr. Philip wan, World Bank Country Director, Ghana, and Odosu of Ablekuma Central Sub-Metro. The Ian Bannon, Sector Manager, Fragile States, Con- Hon. Phillip Lamptey, Assembly Member for flict and Social Development Unit, Africa Region, Ablekuma South was also most helpful. World Bank. 3

Accra City — CONSULTATIVE CITIZENS' REPORT CARD

Acronyms and Abbreviations

AMA Accra Metropolitan Assembly

EA Enumeration Area

GIS Geographic Information Systems

GWCL Ghana Water Company Limited

Sub-Metro Sub-Metropolitan District Councils

TV Television

WC Water Closet

RESIDENTIAL LIFE IN ACCRA

Compound Housing, Nima

Accra City — CONSULTATIVE CITIZENS' REPORT CARD

Accra Metropolitan Assembly Mission Statement

"To Raise the Living Standard of the people of the City, Especially the Poor, Vulner- able and Excluded by Providing and Maintaining Basic Services and Facilities in the area of Education, Health, Sanitation and other Social Amenities" R A RE S IDEN T I AL L IFE IN ACC

National Theatre

pointed by government. The functions of the Political and AMA are outlined in a Legislative Instrument (L.I. Administrative System 1500) and are summarized as follows: 33 Provision of a sound sanitary and healthy • Residents of the City of Accra are governed environment by a political body, the Accra Metropolitan As- sembly (AMA), which carries out legislative, 33 Provision of educational infrastructure deliberative and executive functions. The AMA for first and second cycle schools is run as a corporate body like other District As- semblies in Ghana, and consists of 90 members, 33 Provision of markets and lorry parks 60 of whom are elected and 30 of whom are ap- within the Metropolis 9 10 reSidenTiAL Life in ACCrA lnig oodntn Ui; euiy Depart- Security Unit; Co-ordinating Planning Metropolitan Unit; Audit Internal Department; Works Metropolitan Department; Planning try Depart- Coun- Agriculture;Town and and Food of ment Department; Waste Management Department; Health ropolitan Met- Department; Education ropolitan Met- entities; administrative core other Executive,Chief Metro the and treasury houses which department ministration its functions, including the: General Ad- performing in AMA the support ments • Ablekuma No 3 3 3

nme o fntoa depart- functional of number A comfort rvso o pbi sft and safety public of Provision withintheMetropolis curity se- and peace of maintenance ciiis odrn o the on bordering Activities infrastructure all within Accra of control The planning and development Ablekuma South Ablekuma rt The Location ofAccra intheCity ofSub-Metros h Okaik Ce ntra oi South Okaik l Ay Ashiedu aw oi No aso Ce Ay rt Accra —CONSULTATIVE City CITIZENS'REPORT CARD Osu Klottery Ke h aw ntra teke aso East l Ay aw aso West Gulf ofGuinea LA ulc eain Ui; n Ntoa Disaster National Organization.Management and Unit; Relations Public Department; Rating and Budget Department; Road Metropolitan Unit; Audit External ment; Ablekuma South Sub-Metro Office Sign Office Ablekuma Sub-Metro South ag stlmns ae devel- have settlements large • sub-metro. of theparticular requirements the upon pending de- combination particular the of functions, Metropolitan core the combination some include which functions decentralized for responsible are sub-metros The staffing. with building administrative an Each has Klottey. sub-metro Osu and South, Okaikoi North, Okaikoi La, West, Ayawaso East, Ayawaso Central, Ablekuma AyawasoKeteke, Ashiedu South, Central, North, Ablekuma Ablekuma named are sub-metros "sub-metros".The as to referred commonly Councils, District Sub-Metropolitan called entities administrative sub-divided 11 is into City the poses • s h Ct has City the As pur- administrative For grown, Accra City — CONSULTATIVE CITIZENS' REPORT CARD

oped around the City boundaries. In the last curs in Ayawaso West, reflecting the large land several years these settlements have become surface area and the small resident population. separate municipalities with their own adminis- trations. Some of these surrounding municipali- • The Citizens' Report Card Survey shows ties are home to high income households while that average household size in the City is others are predominantly comprised of low in- around 3.8. This suggests that average house- come households. Because of the City's central- hold size has not changed significantly since the ity as an administrative and commercial center, 2000 National Census. In the Survey a "house- it draws many worker commuters from these hold" is defined as the number of people who radial municipalities. commonly share food/eat together. Average R A RE S IDEN T I AL L IFE IN ACC household size does not vary markedly across sub-metros. City Demographics • Larger households (6+ people) occur • The City of Accra is a large metropolis mainly in Ablekuma Central, Okaikoi South, Aya- with a 2009 estimated residential population waso West and Ashiedu Keteke. There are few exceptionally large (11+) households in the City, of slightly more than 2.1 million. However, it but these are located mainly in Ashiedu Keteke is commonly thought that, with migrant inflows and Okaikoi South. Single person households from the north of Ghana and from neighboring predominate in La, Osu Klottey and Ashiedu countries, the City's population may really top Keteke. 3.5 million. It is estimated that the City's growth rate is around 4.4% per annum. Whatever the • The City's population is a very youthful actual residential population, an additional half one, consistent with Ghana's high population a million commuters stream in from radial areas daily to work in administrative, educational, Legend industrial and commercial con- Population density cerns. (people/sq. km) Ayawaso West  1851.7 • The residential popula-  1851.18 - 8937.54  8937.55 - 13715.16 tions of the different sub-met-  13715.17 - 23801.56 Okaikoi North ros vary quite considerably.  23801.57 - 37857.06 Larger populations, estimated to be well over a quarter of a million, reside in Ablekuma South, Able- Ayawaso Central kuma Central and Ayawaso Cen- Ayawaso East LA tral. Ayawaso West, which spans Ablekuma North a large geographic area, has a Okaikoi South significantly smaller population than other sub-metros with an Osu Klottery Ablekuma Central estimated 70,000 people. Ashiedu Keteke • Population densities Ablekuma South Gulf of Guinea differ considerably across sub-metros. The highest densities are found in Ayawaso Cen- tral, Ayawaso East and Ashiedu Population Density, by Sub-Metro Keteke. The lowest density oc- 11 12 reSidenTiAL Life in ACCrA where, onaverage, 6.9peopleshare adwelling. WestAyawaso in occur rates occupancy lowest The dwelling. a share people 15.6 average, on per dwelling are found in Ashiedu Keteke where, rates occupancy highest Theunit. dwelling one in live people 11.8 average, On high. very are • 5 years. respon-dents report having lived of in the City for 7% less than Only years. 10 – 5 between 9% have lived in the City for more than 10 years, and they say respondents of 84% Some . City the in tenure long a had have residents most that • Housing andNeighborhoods years, and25%were aged31-40years. 40 years. 27% of were respondents aged 21 – 30 vey; they are mainly between the ages of 21 and Card Sur Report Citizens' to the respondents of profile age the in reflected is This rate. growth Occupancy Occupancy rates of dwellings in the City The Citizens' Report Card Survey finds Survey Card Report Citizens' The Accra —CONSULTATIVE City CITIZENS'REPORT CARD Private Residence, Ablekuma South - ing issafe. landlordbuild- the responsiblethe for ensuring makes law the that aware are safe,they say 94% and be to in live they structure the consider • of 8%. order the in something by increased has crete con- of constructed residences of percentage Comparison with the (36%). 2000 National Census suggests that the asbestos or (56%) sheets crete and that roofs are predominantly iron/zinc con- or blocks cement of built are residences of of sound materials. The Survey shows that 91% • age ofresidents live indwellings rent-free. percent- substantial a but residence, their own residence/ownership patterns in the City. Others ing and suggests there has been little change in find- Census National 2000 the with consistent is This residence. their rent they say spondents • A significant percentage of renters (93%) (93%) renters of percentage significant A Residences are very largely constructed re- of (34%) third one than more Slightly Accra City — CONSULTATIVE CITIZENS' REPORT CARD

• People who rent their accommodation comprised very largely of 1st Class Residential are generally required by landlords to make sig- Areas; Osu Klottey which is predominantly 1st nificant advance payments. 31% of renters have Class Residential Areas; and Ablekuma South had to pay 24 months of their rental in advance; which is largely 3rd Class Residential Areas. Aya- 11% paid 36 months of rental in advance, and waso East has an interesting mix of Residential 10% paid 12 months of rental in advance. 38% Classes; of the 4 Residential Areas, 2 are 3rd of renters said they were required to make no Class, 1 is 2nd class, and 1 is 1st Class. advance payment of their rent. • The different classes of Residential Areas • Four classes of Residential Areas or look very different from each other. 1st Class R A RE S IDEN T I AL L IFE IN ACC neighborhoods exist in the City. These were Residential Areas are well planned, have well established in 2002 when census data helped developed infrastructure, and spacious, land- define localities where income levels, housing scaped properties. 2nd Class Residential Areas characteristics and environmental conditions are middle-income areas predominantly occu- were similar. The four Residential Areas, de- pied by business, administrative and profession- fined by average annual per capita household al families. Much of the housing in these areas income in 2000 are: 1st Class Residential Areas has been provided by state, parastatal and pri- (+/-Cedis 12,462,499 /US$1,519.82); 2nd Class vate sector organizations. These areas are gen- Residential Areas (+/-Cedis 7,242,187 /US$883); erally better-planned but are sometimes in need 3rd Class Residential Areas (+/-Cedis 6,509,090 / of infrastructure services. Housing construction US$793); and, 4th Class Residential Areas (

Private Residence, Ayawaso West

13 14 reSidenTiAL Life in ACCrA Ayawaso Central – KpeheResidential Area -3rd Class Residential Area Map) (Google Earth Ayawaso West Residential Area –Airport –1stClass Residential Area Map) (Google Earth Accra —CONSULTATIVE City CITIZENS'REPORT CARD Accra City — CONSULTATIVE CITIZENS' REPORT CARD

• 80% of households report that they seen in Ayawaso West. Here, households with paid a property tax in the last 2 years. Two monthly incomes between 1,001-2,000 new thirds (66%) of households consider the prop- Ghana Cedis predominate and the incidence of erty tax rate to be "about right". Around 32% of low income households is significantly below households say these taxes are "too high" and that of other households. There are evidently far just 2% think they are "too low". 5,001-10,000 2,001-5,000 1% 5% Household Income 1,001-2,000 10% R A RE S IDEN T I AL L IFE IN ACC • The majority (47%) of households in less than 100 the City report a monthly income of between 21% 100-500 new Ghana Cedis. Around 21% of 501-1,000 households report having a very low monthly 16% income of less than 100 new Ghana Cedis. Ap- proximately 16% of households report very high 100-500 monthly incomes of 1,000 new Ghana Cedis or 47% more.

• The spread of household incomes with- Household Monthly Incomes in the City in each sub-metro differs somewhat across (new Ghana Cedis per month) sub-metros. The most marked difference is

60.00

50.00 Accra City Ablekuma North 40.00 Ablekuma Central Ablekuma South % Ayawaso East 30.00 Ayawaso Central Ayawaso West 20.00 Okaikoi South Okaikoi North Ashiedu Keteke 10.00 Osu Klottey La -

New Ghana Cedis

Spread of Household Monthly Incomes Within Sub-metros, by Sub-Metro

15 16 reSidenTiAL Life in ACCrA new GhanaCedis ishighest. of households with monthly incomes below 100 incidence the North Okaikoi and Central waso And, North. in and AshieduOkaikoi Keteke, Aya- Keteke Ashiedu La, in Cedis Ghana new 1,000 above incomes monthly with households fewer 51100 1.9 1.0 1.0 1.5 1.2 1.8 2.2 1.1 1.3 1.4 2.5 11.40 22.45 12.64 15.53 15.11 22.22 15.38 17.12 17.75 15.50 15.50 16.39 501-1,000 lessthan 1050 65 09 72 59 44 18 17 92 01 98 57 48.53 45.77 49.82 50.16 49.28 21.76 51.84 44.44 45.92 47.29 50.92 46.52 100-500 10,001- 5,001- 2,001- 1,001- 20,000 10,000 Ghana Ghana 5,000 2,000 Cedis New 100 Piped waterfrom atapinthehouse Wa Separate sittingroom/lounge Bathroom orwashingroom ter standpipeinthegarden 13 80 50 25 89 14 01 76 16 96 95 26.06 19.53 29.60 21.68 17.63 10.19 21.40 18.92 22.54 25.06 18.08 21.33 Accra 02 .6 02 .0 - 04 .6 06 .9 - 0.29 - 2.61 0.65 0.87 0.36 3.58 0.72 0.46 4.66 0.65 - 1.81 1.08 3.88 0.60 2.78 4.32 0.67 0.28 18.06 1.20 0.26 3.01 1.41 5.11 - 1.29 3.38 0.27 0.74 4.13 1.24 4.06 4.74 95 07 .6 87 26 .9 2.4 1.3 74 .2 64 7.82 6.41 5.42 7.44 12.23 24.54 7.69 12.61 8.73 6.46 10.70 9.51 City City % Wa Toilet orpitlatrine ter storagetanks Ablekuma Gar Refrigerator Elect North North Computer Generator Elect den area % ric Fan Radio Radio ricity TV

0 Ablekuma Central % Spread ofHousehold Monthly Incomes Within Sub-Metros Household Possessed Assets by Households (%) City Accra —CONSULTATIVE City CITIZENS'REPORT CARD Ablekuma South South % 20 Ayawaso East % 40 Ayawaso Central % oshls o niae hc o 1 different ite 14 of which indicate to households • Household Assets s r ast" hy oss.Te ubr of number The possess. they "assets" or ms Ayawaso % The Citizens' Report Card Survey asked asked Survey Card Report Citizens' The West % 60 Okaikoi South South % Okaikoi North North % 80 Ashiedu Ashiedu Keteke % 100 Klottey Osu % La % Accra City — CONSULTATIVE CITIZENS' REPORT CARD

Ayawaso West Ashiedu Keteke

100 90 80 70 60 % 50 40 R A RE S IDEN T I AL L IFE IN ACC 30 20 10 0

Comparison of Household Asset Possession in Ayawaso West & Ashiedu Keteke assets a household has is not only a marker of education with basic level education. Just 17% relative wealth, but indicates the degree of com- of residents report ending their schooling at the fort household members live in. Most house- primary level, and a very small percentage (6%) holds have a radio (95%), access to electricity have less than primary education. (94%), and a TV (92%). Relatively few households have computers (22%), a garden area (6%), or a generator (5%). Post graduate (following on from a rst university degree) Less than 1% primary school • Households' possession of these assets, 6% expectedly, mirrors household income levels. Residents in Ayawaso West are most likely to possess more of these assets, including the more expensive ones. Ashiedu Keteke households, on University or tertiary Primary school Technical/ education 17% average, possess far fewer of these assets and Vocational 21% education Basic are least likely to have the more expensive ones, 4% school such as computers. 6%

Secondary School Education Level 45%

• The City has a well-educated resident adult population. Over 21% have university level education and 45% finished their educa- Highest Level of Education Completed – Adult City Residents tion with secondary school. 6% ended their 17 18 reSidenTiAL Life in ACCrA otl icms Aheu eee Ayawaso Keteke, Ashiedu – incomes monthly low very with households of percentage higher • dl rsdns f u-ers aig a having sub-metros of residents Adult % 10 15 20 25 30 35 0 5 Adult City Residents with Primary orLessAdult Residents Education, City withPrimary by Sub-Metro Accra —CONSULTATIVE City CITIZENS'REPORT CARD Informal Housing, Ayawaso East school level. primary the likely at education more their ended are have to – North Okaikoi and Central QUALITY OF LIFE & STANDARD OF LIVING

Public Market Vendor, Ashiedu Keteke

of well-being. picture partial of City households' general sense a least at provide does it Life, of Quality holds' house- informationgatheredon the from much being. Thus, while it is not important to infer too well- of sense their to significantly contributes undoubtedly environmentsafe and clean derly, or- reasonably a in lives their conduct to ability members' household and education, basic and water, sanitation, good as such services basic core to happiness. access members' and household However, well-being of sense general a household's affect – influence of power City's great number of factors – many well beyond the Obviously,happiness. and well-being a of sense gaining general of members' household into insight some way a as asked was question This Life.of Quality household's their assess todents respon- asked Survey Card Report Citizens' The Quality ofLife Quality Vendor at Craft Market City Accra —CONSULTATIVE City CITIZENS'REPORT CARD ie, hy r "reasonably are they (i.e., Life Moderate of a Quality have to themselves consider • The at City Large Residents' ResponsesAcross conditions". living "often their with be unhappy to and uncomfortable household their consider they living be conditions"; and a Low rating would mean to their with happy household and comfortable "reasonably their consider they mean would rating Medium a conditions"; living their with happy and "comfortable be to household their consider they mean would rating High A their Low. or Medium, rateHigh, being as Life to of Quality respondents asked Survey The mjrt (6) f iy households City of (66%) majority A mrvd over improved Quality of Life has their think holds house- of (51%) • tions"). condi- living their with unhappy and uncomfortable ten "of- are (i.e., Life of Quality Low a have they believe 17% and living conditions"), their happy with and able "comfort- are (i.e., of Quality LifeHigh a have they be- of lieve 17% households Some conditions"). living their with happy and comfortable More than half than More

21 QUALITY OF LIFE & STANDARD OF LIVING 22 QUALiTy of Life & STAndArd of LivinG service coverage and quality. Here, just 11% of 11% just Here, quality. and coverage service of levels lower much report households where one and Areas, Residential Class 3rd and 2nd of comprised wealthy sub-metro less considerably household ratings in Ayawaso Central which is a with sharply quite contrasts "Low".This as Life the sub-metro's households rate their of Quality of 12% Just "High". as Life of Quality their rate sub-metro any of (36%) households of centage per- highest the Here, services. quality good of coverage broad reports, residents' to according has, and Areas Residential Class 1st of clusively ex- almost comprised is sub-metro, wealthiest coverageservice and quality. Ayawaso in West, the differences and wealth household in ences across differ- sub-metro considerably reflecting likely quite , sub-metros vary Life of ity • The Sub-metros Residents' ResponsesAcross ened over thepastfew years. wors-Lifehas of Quality their say households of 17% just and period, overthis same the remained has Life of Quality their say households of years. few past the City Households' PerceptionsCity ofLife oftheirQuality Households' perceptions of their Qual- their of perceptions Households' 17% Lo w lgty oe hn 32% than more Slightly Moderate 66% High 17% Accra —CONSULTATIVE City CITIZENS'REPORT CARD report this. Households in Okaikoi South follow South Okaikoi in Households this. report households West of (62%) Ayawaso thirds in two almost strongly where most held is tion percep- This years. few past the over proved im- has Life of Quality their say households • and 25%rate it"Low". "High" as Life of Quality their rate households Households' Perceptions ofLife, oftheirQuality n oe u-ers a aoiy of majority a sub-metros, some In Households' Perceptions ofLife, oftheirQuality 25% Lo Moderate w 52% Ayawaso Central 12% Lo Ayawaso West w Moderate High 64% 11% High 36% • this. half (56%)ofreport overwell years; few past the improvedoverLife of Quality their that reporting in AyawasoWest Ablekuma Central Ablekuma South Ablekuma North Ablekuma North Ay Ashiedu Keteke Ay fil szal pooto o house- of proportion sizeable fairly A Okaikoi South Okaikoi awaso Central Central awaso Okaikoi North North Okaikoi Ay awaso awaso Osu Klottey awaso East Ac cra City Responses to"How ofLife Question Changed hasyour inthepastfew years?" Quality by Sub-Metro West La

% 0 4% 0 8% 100% 80% 60% 40% 20% 0% Accra —CONSULTATIVE City CITIZENS'REPORT CARD North and Ablekuma South. andAblekuma North Ablekuma in so do 20% and this, report holds house- of 22% Central Ayawaso In years. few past the over worsened has Life of Quality their that report sub-metros some in holds Worse Same Improved

23 QUALITY OF LIFE & STANDARD OF LIVING 24 QUALiTy of Life & STAndArd of LivinG The at City Large Residents' ResponsesAcross Standard ofLiving and has few opportunities forand hasfew entertainment". opportunities equipment, household limited very has food, sufficient get to "struggles household the mean would rating Low A entertainment". for nities opportu- some has and equipment, household reasonable food, "sufficient has household the mean en- would rating for Moderate A opportunities tertainment". and equipment, hold that their household has "plenty of food, mean house- would rating High A Low. or Moderate, their High, being as rate Living of to Standard household's respondents asked Survey The assessment. Life of Quality the than ahousehold's condition generalof assessment different rather a is it such, As entertainment. and equipment, material needs of life, including food, household basic the to access household's a about mation infor- obtain to sought question This Living. of Standard household's their assess to spondents re- asked also Survey Card Report Citizens' The City Households' PerceptionsCity of theirStandard ofLiving 17% Lo w Moderate High High 11% 72% Accra —CONSULTATIVE City CITIZENS'REPORT CARD rating households' oftheirStandard ofLiving. of terms in sub-metros across • the Sub-metros Residents' ResponsesAcross of Living as being "High". This is a significantly a is "High".This being as Living Standard of their rate -- 34% – West Ayawaso in • 17% report that they have a "Low" Standard Standard "Low" of Living. a have they while that Living report of 17% Standard "High" a have think they households City of 11% opportunities". food, household equipment, and entertainment toaccess "reasonable with Living, of Standard "Moderate" a have to themselves consider • Ablekuma North Households [%] Reporting aHighStandard ofLiving,Households [%]Reporting 7.6 Ablekuma South % 7.2 Some marked differences are differencesmarkedevident are Some A substantial percentage of households A majority of households in the City the in households of majority A % Ablekuma Centra 11.7 Ok % 01234 aikoi Sout 7.2 0. l 5 % Okaikoi Nort Okaikoi h by Sub-Metro Ashiedu Keteke 9.5 Ay awaso Centra % 7.7 6.9 h % % Osu Klottery Ay 10.3 awaso East l 13.8 % % Ay awaso 33.6 Mi le West % s 11.0 LA Pe rc % ent [% 28.4 23.1 17.7 12.4 6.9 ] - 1 - - - - 2.3 33.6 28.3 23.0 17.6 higher percentage than is recorded in any of the • Ratings of a "Low" Standard of Living are other sub-metros. Ayawaso East follows Aya- highest in Ablekuma North (22%), Ayawaso Cen- waso West in the percentage of households re- tral (21%) and Okaikoi North (20%). By contrast, porting they have a "High" Standard of Living; just 11% of households in Ayawaso West report here just 14% of households report this. a "Low" Standard of Living.

25 High Low % 20

Households' Perceptions of their Standard of Living, by Sub-Metro

A NOTE ON HOUSEHOLDS' SERVICE PRIORITIES & SERVICE SATISFACTION

Vendors and Travellers at Tro-Tro Site

iey e n ta hueod ae dissatis- are households that one be likely it. with associated satisfaction of level the and given is service a priority the between exist • the respective services. of delivery the house- with satisfaction alongside holds' considered be to information needs this However, making. policy to input useful very a clearly is services the • adequate. be to service the of quality the consider they because and/or them to access already good have citizens because time, present possibly the at life of quality their on impact immediate less have services these that means it Rather, them. to unimportant necessary are mean that the lower priority services im- quality.proved and/or service not Thisdoes coverage broadened wanting most are households which services The ranked higher are evidently those for services. the ranked large at City the across how households shows 1 Table 7). through 1 (i.e., household the to importance their to according services seven the ordered Survey, Card Report Citizens' the in question a to ing • Priorities and Service Satisfaction Priorities andService Comparing Households' Service Priorities Households' Service A service identified as a high priority will priority high a as identified service A oial, n nes rltosi will relationship inverse an Logically, prioritize Households' how Knowing respond- households, City Accra —CONSULTATIVE City CITIZENS'REPORT CARD Table by Importance Households' ofServices Ranking 1:City Refuse and Solid Refuse andSolid Waste Toilets &Sanitation Gutters &Drains es initrelative to other services. Administration City investshould more resourc- the think to likely less are and it with satisfied ity is adequate, households are more likely to be qual- its and households most reaches service a if Conversely, attention. Administration City for priority higher a it accord and service the with satisfaction of level low a have will proved;they im- and expanded be to needs service the that think to likely more much are households well, vices reach few households and do not function ser- collection refuse if instance, For with. fied Basic EducationBasic Public Markets Service Roads Water H ouseholds' Prioritization ofServices #1 #5 #2 #7 #6 #4 #3

29 A NOTE ON HOUSEHOLDS’ SERVICE PRIORITIES & SERVICE SATISFACTION 30 A noTe on hoUSehoLdS’ ServiCe PrioriTieS & ServiCe SATiSfACTion for Toilets and Sanitation (67%). City households' recorded is satisfaction of level highest second The service. other any for than (85%) services Education Basic for higher much is level faction markedly differentvaries . services satis- Their • level).highest satisfaction 2nd / priority (1st service, ToiletsSanitation and for priority highest the particularly and services, other for hold not does it level), satisfaction est low- / for priority highest evident (2nd Drains and is Gutters relationship inverse the While full households the City of for population considered are data the when strong very however, not, is levels isfaction sat- and priorities service households' tween • All City HouseholdsAll City andSatisfaction: Priority Comparing Service Refuse and Solid Refuse andSolid Waste iy oshl' stsato wt the with satisfaction household's City h epce ivre eainhp be- relationship inverse expected The Toilets &Sanitation Gutters &Drains Basic EducationBasic Public Markets Service Roads Water Table Satisfaction &Service Priority 2:Relationship between Service h ouseholds' Prioritization of Accra —CONSULTATIVE City CITIZENS'REPORT CARD Services seTbe 2). Table (see #1 #4 #3 #2 #5 #6 #7 (All Households) City r faction level). faction satis- 7th / priority (7th Roads and level) faction satis- highest / priority (1st Sanitation and lets for the highest and lowest priority services -- Toi- if any, inverse relationship, however, is observed Little, level). satisfaction highest 2nd / priority (6th Education Basic and level) satisfaction est low- 2nd / priority highest (2nd Drains and ters Gut- for stronger is It 3). Table(see considered is coverage service better with households of population the just when found is level faction satis- and priority service households' between • Service CoverageService Households withBetter andSatisfaction: Priority Comparing Service is muchlower thanfor any otherservice. satisfaction with Gutter and Drain services (29%) anking of tion Level withService A somewhat stronger inverserelationshipstronger somewhat A h ouseholds' Satisfac- #3 #4 #7 #2 #5 #1 #6 h ouseholds' Satisfaction Level ouseholds' Satisfaction (all households) 51% 48% 29% 67% 43% 36% 85% faction faction level is found when just the population satis- of and priorities service households' tween • and Sanitation andGutter andDrains services. this group are also considerably higher for Toilet for households as a whole. Satisfaction levels for percentage points higher than when considered wherelection the satisfaction level, at 69%, is 21 col- Waste Solid and Refuse of terms in is ence differ- marked most The large. at households City of those with for than coverage households service better amongst higher siderably con- generally are services the with levels tion • Service CoverageService Households withLower andSatisfaction: Priority Comparing Service N for Refuse and Solid for RefuseandSolid Waste Collection –having refuse pick-up from theirhome;for Gutters andDrains–having constructed gutters City anddrains intheir neighborhood; for Water –having Ghana Water Company Ltd. Education for Basic –allhouseholdsare service; included;for Roads–allhouseholdsare otes: Households identified ashavingcoverage better service are definedhere as follows: for Sanitation Toiletsand – having facilitiesinsidetheirhome; Refuse and Solid Refuse andSolid Waste h srnet nes rltosi be- relationship inverse strongest The satisfac- that expected, and notable, is It Toilets &Sanitation Gutters &Drains Basic EducationBasic Public Markets Service Roads Water Table Satisfaction &Service Priority 3:Relationship between Service included butonlyresponses on “neighborhood”(secondary) roads are considered. Households' Prioritization ofServices Accra —CONSULTATIVE City CITIZENS'REPORT CARD (Households with Better Service Coverage)(Households withBetterService #6 #5 #4 #7 #3 #2 #1 in ees ih h srie ae significantly given arehouseholds, of group this amongst lower services the with levels tion • decidedly pro-poor. being up end also would basis this on mulated for- policies that out turns It areas. underserved Waste Collection, and Water services in currently Solid and Refuse Drains, and Gutters Sanitation, and Toilets of quality and coverage improving atten- at mainly directed be resourcesshould and tion that indicates It performance. its with, satisfaction and of, perceptions households' in to target service delivery so as to maximize gains seeking is it if use to Administration City the for framework useful most the is this that indicates • level). /2ndhighestsatisfaction (5th priority / priority highest satisfaction level); and Markets (6th Education Basic level); satisfaction 7th / ity satisfaction level); Gutters and Drains (2nd prior- 6th / priority (highest Sanitation and Toiletsfor instance, for seen, is This 4). (seeTable sidered con- is coverage service lower with households Ranking of Households' Satisfaction ofHouseholds'Ranking Satisfaction Level withService It is notable, and expected, that satisfac- that expected, and notable, is It relationship inverse this of strength The 2 5 4 7 3 6 1 (households with better service (households withbetter service Satisfaction LevelSatisfaction coverage) 85% 43% 58% 36% 69% 37% 86%

31 A NOTE ON HOUSEHOLDS’ SERVICE PRIORITIES & SERVICE SATISFACTION 32 A noTe on hoUSehoLdS’ ServiCe PrioriTieS & ServiCe SATiSfACTion es households with lower service coverage have of servic Toiletscase Sanitation the and In age. cover service better with households of than those lower significantly very are and large, at households City for sig- those than lower are nificantly services with levels satisfaction their shows, 5 TableAs coverage. service lower their eueadSldWse#3 Refuse andSolid Waste Toilets &Sanitation gutters anddrains intheirneighborhood; for Water –nothaving Ghana Water Company Ltd. Education for Basic –allhouseholdsare service; included;for n home; for Refuse and Solid home; for RefuseandSolid Waste Collection –having norefuse pick-up from theirhome;for Gutters andDrains–having no, orlimited, constructed City Gutters &Drains Basic EducationBasic Public Markets otes: Refuse and Solid Refuse andSolid Waste Service Toilets &Sanitation Roads Water Gutters &Drains Basic EducationBasic Public Markets Households identified ashavingcoverage low service are definedhere as follows: for Sanitation Toiletsand – having tousefacilitiesoutside their * Estimated level as%satisfaction for “All Households” City level minus%satisfaction for Coverage”.“Households withBetterService ** Estimated level as%satisfaction for “All Households” City level minus%satisfaction for “Households Coverage” withLow Service Roads Water (%) Roads –allhouseholdsare included butonlyresponses on “neighborhood”(secondary) roads are considered. Service Prioritization Service (all City (all City Table 5: Variance from Levels Households' All Satisfaction City withServices Table Satisfaction &Service Priority 4:Relationship between Service h By Households Having Relatively Better&Lower Coverage Service #5 #4 #7 #6 #2 #1 ouseholds) h ouseholds' Prioritization of Accra —CONSULTATIVE City CITIZENS'REPORT CARD Services (Households Coverage) withLow Service #4 #5 #3 #2 #1 #6 #7 Satisfaction Levels –All Satisfaction City City h ouseholds 43% 51% 36% 85% 48% 29% 67% % - - r ons eo ta o hueod wt better coverage.service with households of that below points percentage 33 is level satisfaction their lection, erage. In the case of Refuse and Solid Waste Col- than that of households with better service cov lower points percentage 56 level satisfaction a anking of tion Level withService h Satisfaction Levels forSatisfaction (% pointdifference)* ouseholds with h Service Coverage Service ouseholds' Satisfac- #4-5 #4-5 #3 #2 #7 #6 #1 +21 +19 +7 +8 0 0 0 b etter h h ouseholds' Satisfaction Level ouseholds' Satisfaction ouseholds with Low Service ouseholds withLow Service (% pointdifference)** Satisfaction Levels forSatisfaction Coverage 38% 36% 43% 18% 30% 36% 85% (%) -13 -12 -11 -37 0 0 0 - Accra City — CONSULTATIVE CITIZENS' REPORT CARD

The Services

Toilets and Sanitation

Gutters and Drains

Refuse and Solid Waste

Water

Public Markets

Basic Education

Roads

TOILETS AND SANITATION

Signage on Wall in Lorry Parking Lot 36 ToiLeTS And SAniTATion Accra —CONSULTATIVE City CITIZENS'REPORT CARD Accra City — CONSULTATIVE CITIZENS' REPORT CARD

Residents' Service Priority Rating: 1st (out of 7 services) ION A ND SA NI TAT OI L E TS

City residents at large consider Toilets and Sanitation to be their highest priority. T They rank it 1st out of the 7 services.

Residents in all sub-metros rate Toilets and Sanitation their top priority except those in Ablekuma North and Ayawaso West (where Roads are the top priority), and Aya- waso East and Okaikoi South (where Gutters and Drains are the top priority).

of City residents (2%) report having no access Residents' Responses Across to toilet facilities at all, public or private. Slightly more than two thirds of residents do have ac- The City at Large cess to a toilet facility in their home.

• A surprisingly high percentage of • The percentage of City households re- households in the City do not have access to lying on unsanitary toilet facilities – either any form of toilet facility in their homes; one in their home or in public facilities – is high. third (30%) of City residents rely on using Close to one third (30%) of households contin- public toilet facilities. A very small percentage ue to rely on the pan/bucket system, and 4% of

In our own house

30% In the landlord's house or in a neighbor's house

I use public toilets 66%

2% I have no toilet facilities

Location of Toilet Facilities used by Households

37 38 ToiLeTS And SAniTATion say thewater closetislocated intheirhome. (60%) households these of ply,majority the and sup- water connected a with closets water use • between 1,001-2,000 newGhanaCedis. incomes monthly with households of 14% and Cedis Ghana new 501-1,000 tween be- incomes monthly with households to of 25% compared system, pan/bucket the on Cedis rely Ghana new 101-500 between incomes Well monthly with systemhouseholds . of (37%) third a over this use households income household income, although even some high with correlated inversely is systems sanitary • North. and south-west Okaikoi East, Ayawaso central Central, Ayawaso Keteke, Ashiedu in evident are Hotspots methods. tary unsani- these on rely households loca- where tions pinpoints below, Map, GIS The ground. the in dug hole open an and/or areas outdoor gutters, bags, plastic use they say households • Legend ∙

ls t to hrs 6% o households of (62%) thirds two to Close un- other and pan/buckets on Reliance Grey = Use Sanitary methods Grey =Use Sanitary methods Red =Use Unsanitary : HotspotsGiS Map Where There isHigh Reliance by Households onUnsanitary Toilet Facilities Accra —CONSULTATIVE City CITIZENS'REPORT CARD some sub-metros a significant percentage of percentage significant a sub-metros some In facilities. public on rely must homes their in facilities have not do that Households metros. sub- across considerably varies homes their in pan/bucket) or latrine (be pit closet, water facility it toilet/sanitation of form some • between 1,001-2,000newGhanaCedis do. incomes monthly with households of 80% and comes between 501-1,000 new Ghana Cedis do, in- monthly with households of 66% do, Cedis Ghana new 101-500 between incomes monthly Cedis use a water Ghana closet, 55% of new households with 100 below incomes monthly with households have access to water closets. 51% of pooresthouseholds the of (51%) sizeable percentage a even although income, household • The Sub-Metros Residents' ResponsesAcross The percentage of households who use who households percentageof The s o wtr lst i creae with correlated is closets water of Use Accra City — CONSULTATIVE CITIZENS' REPORT CARD

Ayawaso West Ayawaso West

Okaikoi North Okaikoi North

Ayawaso Central Ayawaso Central

Ayawaso East LA Ayawaso East LA ION A ND SA NI TAT OI L E TS Ablekuma North Ablekuma North T Okaikoi South Okaikoi South

Osu Klottery Osu Klottery Ablekuma Central Ablekuma Central

Percent [%] Ashiedu Keteke Ashiedu Keteke Percent [%] < 20 < 60 20 - 25 Ablekuma South Ablekuma South 61 - 69 26 - 30 70 - 79 31 - 35 00.5 1234 > 80 00.5 1234 > 35 Miles Miles

Households (%) Using Toilet Facilities in Their Homes, Households (%) Using Public Toilets, by Sub-Metro by Sub-Metro households use toilet facilities in their homes; where just 31% of households use a toilet facil- this is the case in Ayawaso West (84%), Okaikoi ity at home. South (74%), and Osu Klottey (71%). In other sub-metros, however, less than a third of house- • The proportion of households that have holds report using some form of toilet facility in access to sanitary toilet facilities (water clos- their home; this is the case in Ashiedu Keteke ets, aqua privies, pit latrines) either in their

50 % 40

Resident's Access to Sanitary Toilet Facilities, by Sub-Metro

39 40 ToiLeTS And SAniTATion eee Alkmr eta ad yws East Ayawaso and Central Ablekumar Keteke, method, Ashiedu and this households), of (4% North Okaikoi use they say households of 7% in 5 . sub-metros These are Okaikoi South where concentrated largely are -- latrines) pit (not ground the in holes shallow – systems toilet • (37%). North (42%), andAblekuma Keteke Ashiedu (45%), North Okaikoi in highest is method this on Reliance home. their of side out- or in either system,pan/bucket sanitary less much the on heavily quite rely to tinue • ties. 44% facili- and sanitary to access have Keteke Ashiedu in Central, Ayawaso in 42% households Just of sub-metros. other in however, ent, differ- quite is picture The systems. sanitary to access good have also (73%) La and (74%) tey Klot- Osu in households of percentage high A them. using report households of 80% cilities; fa- Ayawaso such to access have to in likely most are West Households sub-metros. across significantly varies facilities public in or homes • Legend ∙

Residents using the most unsanitary unsanitary most the using Residents con- households severalsub-metros, In Grey methods =Other Red =Use ofshallow holeinground : LocalitiesGiS Map RelyingonShallow Holes (notPit Latrines) asa Toilet Facility, by Sub-Metro Accra —CONSULTATIVE City CITIZENS'REPORT CARD faction level (86%). faction satis- high a have home their in facility of form home. their in -- bucket pan/ latrine, pit privy, aqua closet, water a it be -- facility toilet of form some to access service depends on whether or not they have • some formintheirhome. offacility use who residents of thirds two the by driven is level satisfaction high apparently However,this 67%. of service levelthis with satisfaction a port re- large at City the across Residents carefully. vice, is nuanced and must be considered very ser- priority highest their as rate they which • is mostprevalent. method this on pin- reliance where localities below points Map GIS The households). of (3% With Service With Service City Residents' Satisfaction eiet' aifcin ee wt this with level satisfaction Residents' Residents' satisfaction with this service, Those who use some use who Those Accra City — CONSULTATIVE CITIZENS' REPORT CARD

bucket system at home than satisfaction lev- Dissatisfi ed els (40%) for residents who use a water closet 14% with a water supply in a public toilet facility, as is clear from the two graphs below.

Satisf ied

86% ION A ND SA NI TAT OI L E TS T

Dissatis ed 31% Satis ed 69%

Satisfaction Levels for Households With a Toilet Facility in Their Home

• Satisfaction levels are very low (30%) for households which use toilet facilities out- Satisfaction Levels for Residents Using side of their home, regardless of whether they Pan/bucket at Home are sanitary or not. Residents who use public facilities, and who consider them to be clean, accessible and well run, still report high levels of dissatisfaction with this service.

Satis ed 40%

Satisfied Dissatis ed 30% 60%

ed Dissatisfied 70%

Satisfaction Levels for Residents using Water Closets with Water Supply at Public Facilities Satisfaction Levels for Households Relying on Public Toilet Facilities • Residents' satisfaction level is lowest in sub-metros where households use a bucket/ • Satisfaction levels are much higher pan system at a public toilet facility. This is the (69%) amongst residents who use a pan/ case in Ashiedu Keteke where more than half of 41 42 ToiLeTS And SAniTATion hr dsaifcin ih hs evc i con- is service this with dissatisfaction where localities the pinpoints below Map GIS fied. The satis- are they say respectively, respondents, of 37% and 40% where La and AyawasoCentral in low very also are levels Satisfaction system. pan bucket/ the use households of 42% where and homes, their in facilities sanitary lack residents Ablekuma Central Ablekuma South Ablekuma North Ablekuma North Ay Ashiedu Keteke Ay awaso Central Okaikoi South Okaikoi Okaikoi North North Okaikoi Legend • • Ay ∙

awaso Osu Klottey awaso East Ac City Residents'City Perceptions over thepast12months, ofChanges inService Dark Red= Very Dissatisfied Red =Dissatisfied Grey =Satisfied/VerySatisfied cra City West La

% 0 4% 0 8% 100% 80% 60% 40% 20% 0% : LocationsGiS Map Where Residents Are Dissatisfied & Dissatisfied Very Better by Sub-Metro Accra —CONSULTATIVE City CITIZENS'REPORT CARD No Change Worse this service. this service. of residents sayingdissatisfied" with they are "very pocket concentrated most the has Central Ayawaso South-central North. Ablekuma east central- and East Ayawaso west-central extent, lesser a to and, La; south-central Central; waso Aya- central-south Keteke; Ashiedu centrated-- the past12months. over somewhat has improved service this that think • homes. their in located closets ter wa- have households of ity major- the which in metros sub- both are These (74%). North Ablekuma and (84%) West Ayawaso in residents amongst highest is service • ae elnd vr the past year. over declined have services toilet/sanitation their public that report in homes facilities toilet • eiet without Residents large at residents City this with Satisfaction Accra City — CONSULTATIVE CITIZENS' REPORT CARD

A SPECIAL ISSUE — Public Toilet Facilities • Users of public toilet facilities are widely dissatisfied with the service regardless of how well managed and sanitary the facilities are; just 30% of public toilet users say they are satisfied with the service.

• The extent to which residents must rely on public toilets varies considerably across the sub- metros. Residents of Ashiedu Keteke are most reliant on public facilities; around 60% of households ION A ND SA NI TAT OI L E TS here use them. And, in La, 34% of households use them. By contrast, just 15% of households in Aya- T waso West rely on public facilities.

• Conditions of public toilet facilities vary across sub-metros. Two thirds or more of users in Ashiedu Keteke (63%) and La (69%) say the facilities are clean and convenient (within 5 minutes walk of their homes). In Ayawaso Central and Ayawaso East, however, only 47% and 43% of users, respectively, say the facilities are clean.

Clean Dirty

80 70 60 50 % 40 30 20 10 0

Households' Perceptions of the Cleanliness of Public Toilet Facilities, by Sub-Metro

• Fees for using public toilet/sanitation facilities are universally low across the City, generally being around 0.10 of a new Ghana Cedi per usage.

• Residents do not generally report problems or lodge complaints about the public toilets/ sanitation facilities they use; only 7% of users say they made a complaint over the past 12 months. Complaint levels are highest in Ayawaso Central, Ayawaso East, and Okaikoi North where users are more likely to report that facilities are dirty. Most complaints were directed to the private operators of the facilities, which indicates that many facility users know where they should direct their complaints. However, a considerable proportion of complaints were also directed to Assembly Members and the Central City Administration. Regardless of where users lodged their complaint, most (75%) reported that there was no effective response to their complaint and the problem was not fixed. 43 44 ToiLeTS And SAniTATion ties (waterties in latrines) pit closets,or privies aqua facili- sanitary use they when than homes their in (buckets/pans) facilities unsanitary use they when levels satisfaction higher that have residents notable is It facilities. sanitary managed, well- to access ready have they when even ists ex- and facilities, toilet public of users amongst concentrated premium . is service the a with Dissatisfaction at is space where settlements density high in located households in stalled introduced/in- be can that systems sanitary identify (ii) and homes, their outside cilities fa- use who households target (i) istration: Admin- City the that require will it because is This challenges. special presents service • Drains. and Gutters lower barring service other is any for than satisfaction service residents, these Amongst service. this with dissatisfied deeply are – third one about – residents of proportion sizeable A services. 7 the of out priority (#1) top . service City residents at large identify it as their this improving into effort significant put to • Policy Implications Raising residents' satisfaction with this with satisfaction residents' Raising The City Admini City The Public shower Keteke inAshiedu facility stration would be wise be would stration Accra —CONSULTATIVE City CITIZENS'REPORT CARD spread but is relied on most in west Okaikoi Okaikoi west in South. It is also more prevalent most in Okaikoi North, on relied is but spread wide- not is practice This latrines). pit not (i.e. holes shallow of usage households' nating elimi- on energies immediate some focus to • ties. easily accessible and well-managed public facili- are not quickly addressed.are notquickly complaints if task to managers facility hold City requirewouldalso the that facilities.It public all in number telephone hotline a posting by done complaints.lodge be couldcan This they where hotline effective complaints and easy an to cess ac- with users sub-metro facility providing by and officials, by facilities the of checks random instituting by conditions; hygienic maintain to private,or public managers,whether facility ing press- by approach: multi-pronged a instituting by achieved be best likely would This service. the with satisfaction users' boost undoubtedly would facilities these of cleanliness the proving centage report that the facilities are unclean. Im- per- significant a those, amongst and, facilities The City City The Administration would be wise be would Administration of disease. risk the increases significantly and practice sanitary un- highly a is This East. Ayawaso and Central Keteke, Ablekuma Ashiedu et ue public use dents sizeable resi- of percentage a Here, Central. Ayawaso in and East Ayawaso readily most achieved be could This . sub-metros some improvedin quickly be services could City of • ulc opinion Public GUTTERS AND DRAINS

Open Gutters and Drains in Accra Residential Neighborhood

Accra City — CONSULTATIVE CITIZENS' REPORT CARD

Residents' Service Priority Rating: 2nd (out of 7 services) City residents at large consider Gutters and Drains to be their 2nd highest priority of the 7 services. It is notable that in two sub-metros, Ayawaso East and Okaikoi South, GUTT ER S A ND DR IN residents rate this service their 1st priority.

• Residents in areas where there is not ad- Residents' Responses Across equate gutter and drain coverage have sometimes attempted to construct them themselves. The City at Large Around 20% of respondents said that residents of the neighborhood have constructed some • The City at large appears to have a fair- gutters and drains. ly good coverage of gutters and drains; some 76% of households report having at least some • Residents report that gutters and gutters and drains in their neighborhood which drains are not kept clean; slightly more than have been constructed by the City Administra- 73% of households say the gutters and drains tion. However, around 24% of these residents are "always choked" or "often choked" in their say the gutters and drains are not big enough to neighborhood. deal with water flows. • Residents report a number of key concerns • Gutters and drains, however, are pre- with gutters and drains. The most commonly re- dominantly uncovered; 70% of respondents ported problem is that gutters and drains are say gutters and drains in their neighborhood are blocked. Other main concerns are that they at- uncovered and that this is a concern to them. tract mosquitoes, flies and rodents, that they are

% 0 10 20 30 40 50

Choked with refuse

Attract mosquitoes, ies and rodents

Are not covered

Smell bad

Are not big enough

Are used to put human sewage in

Cause health problems

Do not ow into other drains

Flow into other gutters or drains that are too small or choked

Are not well constructed

Main Problems with Gutters and Drains, as Identified by City Residents

47 48 GUTTerS And drAinS neighborhood. neighborhood. This contrasts with the their in drains and gutters constructed City no of 63% are there and that report respectively, 50% households, where North Okaikoi and North Ablekuma in case the is This others. than sub-metros limited some in more much is drains ed • neighborhoods. their in them respec having report households, tively, of 89% and 88% sub-metros, these In Klottey. Osu and Keteke Ashiedu in lent preva- most be to appear drains • Across The Sub-Metros Residents' Responses and drains are notcovered. gutters most that fact the to linked be can concerns key these of Many bad. smell they that uncovered,and % - construct City of Provision City constructed gutters and 100 10 20 30 40 50 60 70 80 90 Existence Constructed City ofSome Gutters &DrainsinNeighborhood, by Residents by asReported Sub-Metro 0

Accra City

Ablekuma North

Ablekuma Central Accra —CONSULTATIVE City CITIZENS'REPORT CARD Ablekuma South - c overage Ayawaso East Incidence of City Constructed Drains as Reported byIncidence Constructed Residents, of City DrainsasReported Ayawaso Ablekuma North

Central Ablekuma South omnt o nihoho hs constructed has neighborhood or community • in Ashiedu Keteke andOsuKlottey. Ayawaso West Ablekuma Centra Ok Some Some 20% of households report that their aikoi Sout 0123 l

Okaikoi South 0. 5 Okaikoi Nort Okaikoi h by Sub-Metro Ashiedu Keteke Ay Okaikoi North awaso Centra h Osu Klottery Ay awaso East Ashiedu l

Keteke Ay awaso 4 Mi West

Osu Klottey les LA

La Pe rc ent [% 82 74 66 58 50 - - - - - ] 89 81 73 65 57 Accra City — CONSULTATIVE CITIZENS' REPORT CARD

20 % 15

10 GUTT ER S A ND DR IN

0 La Accra City City Accra Osu Klottey yawaso East East yawaso A Okaikoi North Okaikoi South Ayawaso West West Ayawaso Ashiedu Keteke Central waso Aya Ablekuma North Ablekuma South Ablekuma Central Central Ablekuma

Residents Reporting Presence of Community/Neighborhood Constructed Gutters & Drains by Sub-metro its own gutters and drains. This practice is most • Although Ayawaso Central and Ablekuma prevalent in Ayawaso Central and Ablekuma Central both report having fairly widespread Central where a quarter of households report coverage of City constructed gutters and drains, that there are community or neighborhood they also have the highest incidence of com- constructed gutters and drains. munity or neighborhood constructed gutters and drains. Possibly, there are some neighborhood pockets with- Legend in these sub-metros • Red = Community or Neighborhood where the City has not constructed gutters & drains constructed any gutters ∙ Grey = No Community or Neighborhood and drains. The GIS Map constructed gutters & drains helps pinpoint these areas. In the case of Aya- waso Central it is clear that one such pocket exists in the central-east part of the sub-metro, along the borderline with Ayawaso East. Oth- er such pockets exist in central-east Ashiedu Keteke and north-east Ablekuma Central.

• Periodic flood- GIS Map: Location of Community or Neighborhood Constructed Gutters and Drains ing affecting households is widespread 49 50 GUTTerS And drAinS the existence of neighborhood pockets in these in existencepockets the neighborhood of by be explained might This flooding. periodic where around 35% of households havingreport Central Ablekumar and Keteke Ashiedu South, Okaikoi in drains.case and guttersthe ed is This construct- city of provision wider much is there where sub-metros some in high also is flooding the incidence of periodic any sub-metro. However, of level coverage lowest the drains, and gutters constructed report City having households of 48% around only metro; sub- gutters this in drains and constructed City of provision more limited the of sequence acon- be may flooding of incidence higher The this. experiencing port re- some households of 41% from flooding; more such suffer to seem North Ablekuma in households However, sub-metros. all across • • Legend ∙

Grey seldomornever =Flooding very rainy season Red =Flooding mostorsomeofthe Dark Red=Flooding mostoftheyear : FloodingGiS Map Affecting Households, Sub-Metros by Accra —CONSULTATIVE City CITIZENS'REPORT CARD Ablekuma North Ablekuma South Households (%) Reporting PeriodicHouseholds (%)Reporting Flooding Affecting Ablekuma Centra Ok aikoi Sout l their Household, by Sub-Metro flooding or periodic seasonal flooding. While flooding. seasonal periodic or flooding persistent suffering report households where • not provided. are drains and gutters City where sub-metros Okaikoi Nort Okaikoi h Ashiedu Keteke Ay awaso Centra 0123 h GS a blw ipit localities pinpoints below map GIS The h 0. 5 Osu Klottery Ay awaso East l Ay awaso West LA 4 Mi les Okaikoi North. Okaikoi North, Ablekuma Central, and sub-metros, Ablekuma of these three in lowest is drains and gutters ed construct- City of age cover- the that table no- is It North. Okaikoi and North Ablekuma of borders the along and North, Ablekuma tral, Okaikoi South and borders of Ablekuma Cen- joint the including along localities, some in concentrated many more is it sub-metros, across holds house- affects dently evi- flooding periodic Pe rc ent [% 36 31 26 < > 25 40 - - - ] 40 35 30 Accra City — CONSULTATIVE CITIZENS' REPORT CARD

• City residents with very limited or no City Residents' Satisfaction City constructed gutters and drains in their neighborhood have an exceptionally low sat- With Service isfaction level (18%) with this service.

• City residents at large have low satisfaction levels with gutters and drains. Just 30% of Satis ed City residents report being satisfied with this 18% service. This is the lowest satisfaction level City GUTT ER S A ND DR IN residents accord any of the 7 services.

Dissatis ed 82%

Satis ed 30%

Dissatis ed 70% City Residents' Satisfaction in Localities with Very Limited or No City Constructed Gutters and Drains

• Satisfaction levels for residents that have access to City constructed gutters and drains vary considerably across sub-metros. City Residents' Satisfaction with Gutters & Drains Satisfaction levels are considerably higher in Ayawaso West, at almost 50%, than in any other

40 % 30

0 La entral entral North South Keteke Central Central C waso Ashiedu Aya Accra City City Accra Ablekuma Ablekuma Ablekuma Osu Klottey yawaso East East yawaso A Okaikoi North Okaikoi South Ayawaso West West Ayawaso

Residents' Satisfaction with Gutters & Drains, by Sub-Metro

51 52 GUTTerS And drAinS vdn ucrany s o hr t lde the lodge to where to as uncertainty was evident there however, did, who those Amongst months. 12 past the in service drain their and gutter about complaint a lodging report house holds of 6% Just it. tend to about not complaints do lodge service, this with dissatisfied • andsouth-west La. North, Okaikoi south-west North, Ablekuma central-east tral, Cen Ayawaso Central, Ablekuma in evident are dissatisfaction of pockets concentrated drains, and gutters with dissatisfaction widespread ly fied in theMap GIS (below). While there is clear faction with this service is highest can be identi - • and La. North Ablekuma in low very also are levels tion satisfac but Central, Ablekuma in 20% is level satisfaction lowest Klottey. The Osu in 36% is el lev- satisfaction highest second The sub-metro. • • Legend iy eiet, lhuh predominantly although residents, City dissatis- where localities Neighborhood Green =Satisfied or Satisfied Very Red =Dissatisfied or Dissatisfied Very City Residents' Satisfaction and Dissatisfaction withGutters and Drains andDissatisfaction Residents' City Satisfaction GiS Map: Accra —CONSULTATIVE City CITIZENS'REPORT CARD - - - - gest in Ablekuma Central and La where 52% 52% where La and Central Ablekuma in gest gutterswith drainsand have worsened stronis - problems that perception The same. the much remained has service the think households of Al- 30% while this, months . think households of 12 41% most past the over worse come be have drains and gutters with problems • fixed.that theproblem was partly thatreceived they reported responsesome and 23% Around fixed. not problem the and poor respondents was complaint their to response Most the said (74%) fixed. and addressed was problem the that reported (3%) few very plaint, • vidual/company. indi- private a with 3% Administration,and City the with 11% administration, sub-metro their with so did 14% Member, Assembly their with complaint their lodged (61%) Most complaint. mjrt o hueod tik the think households of majority A Of those households that did lodge a com- - Accra City — CONSULTATIVE CITIZENS' REPORT CARD

and 48% of households hold this viewpoint.

• Households in 3 sub- metros, however, think this service has got much better over the past 12 months. These sub-metros are Ayawaso West, Osu Klottey, and Ashiedu GUTT ER S A ND DR IN Keteke where 45%, 39% and 34% of households report this. Possibly, the strong presence of Zoomlion in neighborhoods in these sub-metros, and its efforts to clean gutters and remove litter, has contributed to these Community/Neighborhood Constructed Drain in Ayawaso Central positive opinions.

Osu Klottey

Ashiedu Keteke Better Okaikoi North No Change Okaikoi South

Ayawaso West Worse Ayawaso Central Ayawaso East

Ablekuma South Ablekuma Central Ablekuma North Accra City

0% 20% 40% 60% 80% 100%

Changes in Cleanliness of Gutters & Drains in the Past 12 Months

53 54 GUTTerS And drAinS role inproviding thisservice. modest very a only perform to appear companies private and groups community sub-metros, all South Okaikoi and North drains.guttersand Acrossneighborhood cleans it that report households of 6% and where3% just Ablekuma in service this on engaged less is Zoomlion drains. and ters Ashiedu in widely more KetekeAyawasoand West where sayhouseholds of 24% gut- and 27% function that neighborhood cleans it this perform to appears Zoomlion neighborhood. their in tion func- this performs it that reporting households of approximately13% with cleaning drain and ter report performing this function in their neighborhoods. However, Zoomlion also contributes to gut- • of householdsinAyawaso West that theirgutters anddrains report are usuallyclean. (56%) overhalf contrast,well By drains. and gutters of choking persistent report also Central(82%) of residents report suffering periodic flooding. Households in Ayawaso Central (84%) and Ablekuma percentage highest the where sub-metro the is this that noting worthwhile is It choked. "often" or highest incidence some of 84% blockage; of households that report gutters and drains are "always" despite kuma North, having the lowest coverage of City constructed gutters and drains, the reports a problem . However, it seems that such blockages are worse in some sub-metros than others. Able- • A S P Gutter and drain cleaning is mainly byundertaken households Almost three quarters of City residents consider the blockage of gutters and drains to be % e C 10 20 30 40 50 60 70 80 90 i 0 Residents' Responsesto"How Question Clean are theGutters in Your Neighborhood?", by Sub-Metro AL

Accra City iSSUe

Ablekuma North Usually Clean —G

Ablekuma Central Accra —CONSULTATIVE City CITIZENS'REPORT CARD

Ablekuma South utter And DrainBlockage Oft

Ayawaso East en orAlwaysChoked

Ayawaso Central

Ayawaso West

Okaikoi South

Okaikoi North ; some 58% of households

Ashiedu Keteke

Osu Klottey

La Accra City — CONSULTATIVE CITIZENS' REPORT CARD

Households Communities Zoomlion

60 % 50 GUTT ER S A ND DR IN 40

Residents' Responses to Question "Who Cleans The Gutters in Your Neighborhood?", by Sub-Metro

• Residents who have received information from City officials on why gutters and drains should be kept clean have found this information useful. However, only around 10% of households across the City say they have received such information, and these households are mainly located in Okaikoi North and Able- kuma South. Over 91% of households receiving such information say they found it useful and that they have followed some or all of the recommenda- Choked Gutters in Ablekuma South tions on keeping gutters and drains clean. 55 56 GUTTerS And drAinS lce gtes n dan. diinly resi- Additionally, drains. and by gutters exacerbated blocked partly undoubtedly is flooding which periodic from suffering report households of percentage sizeable very A sistent. per- and widespread reportedly is which waste and refuse of build-up is the by caused evidently This addressed. and was choking gutters of widespread blockage the if achieved • or notprovided. limited very are drains and gutters constructed City whereareas in residentsliving groupof the However, the levelsatisfaction is a mere 18% for level residents amongstCity at large isjust29%. satisfaction The service. other any for that than lower is service this with satisfaction residents' City because (ii) and, services; 7 the of out 2nd it rating priority, high very a drains and gutters for doing this: (i) because City residents consider reasons two are Theremaintenance. and provision of terms in both drains, and gutters improving on efforts and resources centrate • Policy Implications Significant improvements could be could improvements Significant h Ct Amnsrto sol con- should Administration City The Neighborhood Constructed Drain,Nima,Ayawaso East Sub-Metro Accra —CONSULTATIVE City CITIZENS'REPORT CARD the highest incidence of periodic flooding of households. flooding periodic of incidence highest the having and services; cleaning draining and ter gut- Zoomlion of coveragelowest the receiving highest incidence of blocked and choked drains; the reporting effective); very not undoubtedly neighbor- are (which drains and gutters or constructed hood community of incidence high a having drains; and gutters coverage constructed City lowest of the having as stands metro North. Ablekuma in drains and ters gut- improve to Administration City the by • aboutthebestresults.bring to likely is options these of combination Some waste.of dispose to used not and clean kept be and educating the public on why gutters should cleaning, frequent and widespread undertake gutters and drains, instituting a public system to the covering including blockages, and choking reducing human for options several and are There sewage. rodents gutters and choked mosquitoes that harbor concern express dents oe pca efrs ed o bemade to need efforts special Some This sub- This REFUSE AND SOLID WASTE COLLECTION

Communal Refuse Collection Bin, Ayawaso East Sub-Metro

Accra City — CONSULTATIVE CITIZENS' REPORT CARD

Residents' Service Priority Rating: ast e 3rd (out of 7 services) id W So l id a nd City residents at large rank Refuse and Solid Waste Collection their 3rd highest priority out of the 7 services. Residents of all sub-metros rate Refuse and Solid Waste e R ef us e Collection this way except for those in Ayawaso West and Ablekuma North who give it a slightly lower rating.

who consider the city "clean" live in Ayawaso Residents' Responses Across West and Osu Klottey.

The City at Large • Uncleanliness in the City is attributed mainly to refuse and waste in the gutters and • Residents generally think the City is drains. Residents do, however, also consider lit- "dirty". Almost 55% of City residents think ter in the streets to be a major concern; some this and a further 15% think the City is "very 80% of residents report that street litter is a "big dirty". While the perception that the City is problem". The collection of refuse around com- dirty is widespread, residents in Okaikoi North munal refuse collection bins and sites is also (80%) and La (74%) hold this perception most considered to be a problem. strongly. • Just under half (49%) of households have their refuse picked-up at their home. Household refuse pick-up is undertaken by a range of collection agents, including unregis- tered individual waste collectors, a large private Clean collection agency (Zoomlion), and several small- 30% er private sector collection agencies.

Dirty • Refuse pick-up from homes is frequent, 70% with around a quarter of households reporting that their waste is picked up daily, a quarter reporting having twice weekly pick-ups, and around 34% reporting having weekly pick-ups. Very few households report having less regular pick-up. City Residents' (%) Perceptions of City Cleanliness • Slightly more than 40% of households whose waste is picked-up rely on the services • This means that slightly less than 30% of of unregulated individual, itinerant collec- residents think their city is "clean", and less than tors. It is mainly these households that report 1% of those residents think it is "very clean". It is having very frequent (daily or twice weekly) notable that a sizeable proportion of residents waste pick-up. Zoomlion, the large private 59 60 refUSe And SoLid WASTe have to walk more than 10 minutes to reach a reach to minutes they 10 than saymore walk to 20% have Some walk. minutes 10 within 33% and house, their of walk minutes 5 within one have 44% homes; their to convenient are households say the containers/collection points large, and By points. collection refuse hood neighbor- at or containers waste communal in either refuse their deposit must and home havenot do refusefrom pick-uptheir service • households. of 22% further pro- a to services pick-up refuse companies vide private smaller of number A basis. biweekly or weekly a on service provide totends and homes fromtheir up picked is fuse re- whose households of 35% around for vices ser- collection provides agent, collection waste More than half (51%) of City households Accra —CONSULTATIVE City CITIZENS'REPORT CARD Communal RefuseBin open ground. on or sidewalks on it depositing by or drains or gutters in it putting by waste their of dispose they say neighborhood. households their These in points collection or containers communal no saythereand are pick-uphomes fromfuse their kuma Central. These Able- households do not have re- and North Ablekuma in are households these of Most them. disposal for problem serious refuse a is that report 1%) over (just • ficial fees are, however, modest. very unof- These site. collection the at or containers inthe waste todeposit fee" "unofficial an pay to have "sometimes" or "always" they say way this refuse their of disposing households the of (54%) half over Well point. container/collection A very small percentage of households of percentage small very A Accra City — CONSULTATIVE CITIZENS' REPORT CARD

tral are considerably more likely to think their ast e Residents' Responses Across neighborhoods are dirty; here 57% of residents consider their neighborhood to be "dirty", of The Sub-Metros whom 5% consider it to be "very dirty". Half of residents of Ashiedu Keteke, Okaikoi North and • More than half of residents (56%) think Ablekuma Central say their neighborhoods are id W So l id a nd their own residential neighborhood is "clean" dirty. or "very clean". Their perception of their neighborhood's cleanliness differs considerably from • Residents say uncleanliness in their residents' widely held perception that the City neighborhood is largely the result of refuse R ef us e at large is "dirty". in gutters and drains. While this is a widespread problem, it seems to be particularly prevalent in • Residents in two sub-metros, Ayawaso Ashiedu Keteke. Residents across sub-metros West and Osu Klottey, are much more likely to also report that refuse and litter in the streets consider their neighborhoods to be clean. Some contributes to neighborhood uncleanliness, 78% of residents in Ayawaso West and 70% in and this problem seems to be rather more se- Osu Klottey report that their neighborhoods are vere -- with more households identifying this "clean" or "very clean". as an issue -- in Ayawaso Central. A lesser, but still important contributor to neighborhood • By contrast, residents of Ayawaso Cen- uncleanliness that is reported across all sub-

Clean Dirty

50 % 40

0 La Accra City City Accra Osu Klottey yawaso East East yawaso A Okaikoi North Okaikoi South Ayawaso West West Ayawaso Ashiedu Keteke blekuma Central Central blekuma Central waso Aya Ablekuma North Ablekuma South A

Residents' Perceptions of their Neighborhood's Cleanliness, by Sub-Metro

61 62 refUSe And SoLid WASTe omin evs af r oe f h house the of more or half serves Zoomlion . sub-metros density population ser- lower to vice tends households, AMA all of 35% • AyawasoCentral. in 57% and Keteke Ashiedu in households of 65% serve they average incomes; lower household and ties densi population higher with sub-metros predomi in nantly work large, at City the for collectors fuse re of 40% comprise who collectors, refuse itinerant Individual . sub-metros the vary across considerably quite available services • refuse sites. collection and bins garbage around scattered waste is metros % omin wih olcs eue from refuse collects which Zoomlion, collection Refuse 10 20 30 40 50 60 70 80 0

Accra City

Ablekuma An individualperson(s) North - - - Ablekuma Central Accra —CONSULTATIVE City CITIZENS'REPORT CARD

Refuse Collection Service, by Sub-Metro Refuse Collection Service, Ablekuma South Ablekuma North Ayawaso Ablekuma South

East CoverageRefuse Collection Service Provided by Zoomlion, Ablekuma Centra Zoomlion Ayawaso -

Central Ok Zoomlion service than is the case in many of the of levels higher somewhat receive also Central Ablekuma (51%). North However, and in households Ablekuma (57%) West Ayawaso in holds aikoi Sout l Okaikoi Nort Okaikoi

Ayawaso h Ashiedu Keteke

West Ay awaso Centra h by Sub-Metro 0123 Okaikoi Another Osu Klottery Ay 0. awaso East l

South 5 Ay

Okaikoi awaso Pr

North ivate compan West

Ashiedu Keteke LA 4 Mi les Osu Klottey y Pe rc

La ent [% 53 45 36 28 19 - - - - - ] 60 52 44 35 27 Accra City — CONSULTATIVE CITIZENS' REPORT CARD

other sub-metros. Zoomlion ast e provides very limited service 70 coverage in some sub-metros, as in La where it services only 60 19% of households. La's refuse 50 collection needs are largely met by other private refuse 40 W So l id a nd collection companies which % 30 service 42% of households.

20 R ef us e • Zoomlion appears to provide "free" refuse collection 10 services to a fairly sizeable per- 0 centage of households. Well La over one third (39%) of house- Central Accra City City Accra Ablekuma Osu Klottey

holds who report that their re- East Ayawaso Okaikoi North Okaikoi South Ayawaso West West Ayawaso Ashiedu Keteke Ayawaso Central Central Ayawaso Ablekuma North fuse is collected by Zoomlion Ablekuma South say they do not pay for this service. Free/Heavily Subsidized Refuse Pickup by Zoomlion, by Sub-Metro

• Zoomlion's "free" refuse collection services are neither equitably Cedis or less do benefit quite significantly from spread across the sub-metros, nor sharply the subsidies; 42% say they receive Zoomlion targeted to households with low or moder- service but do not pay for it. And, just over 40% ate monthly household incomes. Households of households with incomes in the 501 – 1,000 reporting monthly incomes of 500 new Ghana new Ghana Cedis category say they receive,

5001-10,000

2,001-5,000

1,001-2,000

501-1,000 New Ghana Cedis New Ghana Cedis

100-500

less than 100

0 10 20 30 40 50 %

Households (%) Receiving "Free" Zoomlion Refuse Pick-up by Income Category

63 64 refUSe And SoLid WASTe the 7services. receives the 5th highest (or 3rd lowest) rating of service. This levelsatisfaction means this service this with satisfied are they say residents City of relative to the other City . services Almost 48% ately satisfied with refuse services,collection • sub-metros. the across considerably varies satisfaction • satisfied. being just36%report service; this with satisfied less much are homes their from picked-up waste and refuse their have • With Service With Service Residents'City Satisfaction receiving thissubsidy. report also (36%) category income Cedis Ghana new +5,001 the and (39%) category income dis of Ce Ghana new 1,001-2,000 percentage the in households sizeable a However, services. collection refuse Zoomlion for, pay not do but Satisfaction withRefuse& Satisfaction Waste Collection Services, iy eiet a a hl ae moder- are whole a as residents City iy eiet' al eiet) ee of level residents) (all residents' City not do which households However, Dissatis 52% n yws Ws, eiet hold residents West, Ayawaso In ed All City ResidentsAll City Satis 48% Accra —CONSULTATIVE City CITIZENS'REPORT CARD ed - waso East. waso Aya- and Central Ayawaso of border the along and Central, Ablekuma central Keteke, Ashiedu central La, concentratedsouth in localities neighborhood more in is Dissatisfaction South. Okaikoi central-west and North Okaikoi west Ayawaso West, south in evident are satisfaction of levels Higher responses. households' of ping map GIS the from evident is as sub-metros, in tion services differs across neighborhoods with- • Centralkama are leastsatisfied withtheservice. Ablu- and Keteke Ashiedu of Residents Klottey. Osu in reported is service this with (57%) tion satisfac- of level highest other secondsub-metro. The any in than higher much very is faction of satis- level Their service. the with "satisfied" being report residents of 70% some elsewhere; than service this of views positive more much Collection Companies is relatively high at 69%. Privateat high relatively is Companies Collection other with Satisfaction Zoomlion. by served those amongst 72%, at highest, is tion Satisfac . service the for on rely they agent of type what to according varies service with satisfaction home, their from pick-up fuse • Satisfaction withRefuse& Satisfaction Waste Collection Services Amongst households that do have re have do that households Amongst collec refuse with satisfaction Resident Dissatis Residents Without Home RefusePick-up 64% ed Satis 36% ed - - - - Accra City — CONSULTATIVE CITIZENS' REPORT CARD e ast e Satis ed Dissatis ed

Osu Klottey

Ashiedu Keteke id W So l id a nd

Okaikoi North

Okaikoi South

Ayawaso West R ef us e

Ayawaso Central

Ayawaso East

Ablekuma South

Ablekuma Central

Ablekuma North

Accra City

0 20 40 60 80 100 %

Residents' Satisfaction wth Refuse Collection, by Sub-Metro

Legend • Green = Satisfied & Very Satisfied x Red = Dissatisfied & Very Dissatisfied

GIS Map: Residents Reporting Satisfaction and Dissatisfaction with Refuse Collection Services

65 66 refUSe And SoLid WASTe tion services have improved 12 overservices past tion the • fied withthisservice. much less satisfied; only 48% beingreport satis- are collectors individual on relying Households Zoomlion pickup Other PickOther up Ablekuma Central Perceptions ofChanges inRefuseandSolid Waste for Collection Service eiet a lre hn rfs collec refuse think large at Residents Ablekuma South Ablekuma North Ablekuma North Ay No Pick up Ashiedu Keteke Ay awaso Central Okaikoi South Okaikoi Okaikoi North North Okaikoi Ay awaso Osu Klottey awaso East Ac cra City % 0 4% 0 8% 100% 80% 60% 40% 20% 0% West La the Past 12months by Type ofService % 0 4% 0 8% 100% 80% 60% 40% 20% 0%

City Residents'City Perceptions inthePast ofChanges 12Months inService Better Accra —CONSULTATIVE City CITIZENS'REPORT CARD Worse - 53% ofresidentsthis. report metros, but is strongest in Ayawaso West where sub- the across held widely is perception This improved. has service the that report City the in households of 39% Approximately months . No Change Worse Better No Change improved over thepastyear. quality service say 31% just bins, refuse communal use which households amongst And, improved. have to ity agents consider service qual- other by served households of 40% contrast, By proved. im- have to service consider Zoomlion by served house holds of 55% than more year; past the over proved clined to say service has im- in- more are Zoomlion by • Households served served Households -

Accra City — CONSULTATIVE CITIZENS' REPORT CARD

vice problems are generally not addressed. ast e As is the case with other services, very few households (11%) say they lodged a complaint about the service over the past 12 months. Of those who did lodge a complaint, most directed their complaint to their Assembly Member. Re- gardless of where they lodged their complaint, W So l id a nd most residents (62%) reported that there was no effective response to their complaint. Only

18% of residents who lodged a complaint say R ef us e that the problem they reported was fixed. How- ever, the picture is rather different for households who are serviced by Zoomlion and who Zoomlion Refuse Mobile Container lodged a complaint. Amongst these households, 33% reported that their problem was addressed • Residents' complaints about the ser- and fixed.

A SPECIAL ISSUE — Residents' Willingness To Pay For Refuse & Solid Waste Collection

• City residents consider refuse and solid waste collection to be a high priority. They rate it the 3rd most important of the 7 services. They generally report being willing to pay a fee, or a higher fee, in order to receive improved service. Almost half of all City households – regardless of whether they have home-based pick-up or not – say they would be willing to pay, or pay more, for better service. A further quarter of all City households say they are "not sure" whether they would be prepared to pay a fee or a higher fee. Since some por- tion of this undecided group would likely be willing to pay, or pay more, if Ayawaso West they were certain a more reliable and reasonable quality service would be Okaikoi North provided, the percentage of households willing to pay for this service is probably higher than 50%. Ayawaso Central

Ayawaso East LA

Ablekuma North Okaikoi South • Households which currently do not have home-based pick-up are espe-

Osu Klottery cially willing to pay a fee for improved Ablekuma Central Percent [%] service. Of the households which rely Ashiedu Keteke < 45 45 - 50 on communal bins and collection Ablekuma South 51 - 55 points for refuse and waste disposal, 56 - 60 01230.5 4 > 60 51% say they would willingly pay a Miles fee, and 31% say they are "not sure" about paying a fee, but are likely to Households [%] Relying On Communal Refuse Bins Who Are if assured access to a reliable, good Willing To Pay For Refuse Collection Services quality service.

67 68 refUSe And SoLid WASTe a fee, or a higher fee, for fee, higher a or fee, a pay to willing largely are incomes, monthly lower reporting those cluding in- Households, . service this for fees increasing or introducing either up services to homes by pick- refuse expanding consider might tration • ation. consider some warrants also probably measure this thoroughfares, and places public in bins lit ter more providing by the be solved could problem that believe (10%) residents fewer erably consid- While littering. reduce to campaign tion ing a broad based educa- launch- by this to spond re could Administration gutters and drains and in the streets. The City the in rubbish throw and litter to not cated edu- be to needs population the that lieve • probably beadvisable. and would continuance Zoomlionservices of expansion possible a Seeking services. pick-up refuse home and City the in cleaning general both provides which service Zoomlion the via service this providing receive, in to support considerable continue has to likely Administration is and City received, The services. to other relative moderate, is service the with level satisfaction their and 7), of (out im service portant most third their it consider residents City Waste Collection services at the present time. Solid and Refuse to attention and resources Administration City accordshould moderate • Policy Implications The City Adminis - City The be (80%) overwhelmingly Residents The Survey findings suggest that the that suggest findings Survey The - - - Accra —CONSULTATIVE City CITIZENS'REPORT CARD Overflowing Overflowing Bin, South Communal RefuseAblekuma - -

with, the City Administration. City the with, prove of,perceptions residents' and satisfaction im- to quickly work likely very would isfaction dissat of pockets these to measures remedial Targetingresponses. survey of identified map GIS the readily on are residents, by priority terms in of #3 ranked is which service, this with • provider.when Zoomlion is theservice higher considerably is service collection refuse el. This is with home-based because satisfaction ing or replicating the Zoomlion - service mod • pay-for-service programs intheseareas. expanding to given be should priority pay, to willingness greater a express service for collection points refuse or bins waste communal on rely who households Since service. improved Concentrated pockets of dissatisfaction dissatisfaction of pockets Concentrated expand - to given be should Attention - WATER

Private Water Vending Truck, La Sub-Metro

Accra City — CONSULTATIVE CITIZENS' REPORT CARD

Residents' Service Priority Rating:

4th (out of 7 services) ER WAT City residents at large consider water services to be of moderate importance, ranking it their 4th priority out of the 7 services. All sub-metros rank the service this way except for Ablekuma North.

• Water services are known to be a much- have connections to the Ghana Water Company discussed issue amongst Accra residents and Limited (GWCL) service and are generally mod- it is, at first glance, somewhat surprising that erately satisfied with this service. It is the smaller residents do not accord water services a higher percentage of households (32%) that do not priority. However, water's lower-than-expected have a GWCL connection that express high lev- rating is likely explained by the fact that a sig- els of dissatisfaction with this service. nificant percentage of City households (68%)

Legend

· Grey = Satisfied/Very Satisfied • Orange = Dissatisfied • Red = Very Dissatisfied

GIS Map: City Households' Satisfaction/Dissatisfaction with Water Services

71 72 WATer ay iie (WL. hs s mjrt (68%) majority a is This (GWCL). Limited pany Com-WaterGhana the from water their receive who households by expressed opinions and es rated into Parton the 2 1 respons-parts. reports • Organization of This Section This discussion of water services is sepa- is services water of discussion This Households [%] Without Water Connection to Ghana Water Company Limited (GWCL), by Sub-Metro Households [%] With Water Connection to Ghana Water Company Limited (GWCL), by Sub-Metro Ablekuma North Ablekuma North Ablekuma South Ablekuma South Ablekuma Centra Ablekuma Centra Ok aikoi Sout Ok aikoi Sout l l Okaikoi Nort Okaikoi h Accra —CONSULTATIVE City CITIZENS'REPORT CARD Okaikoi Nort Okaikoi h Ashiedu Keteke Ay Ashiedu Keteke awaso Centra Ay awaso Centra h h Osu Klottery Ay Osu Klottery Ay awaso East l awaso East l 0123 0123 0. Ay Ay 0. 5 awaso 5 awaso West West water from ofproviders avariety andsources. their obtain who and connection GWCL a have ions of the 32% of City households which do not opin- and responses the on specifically section focuses the of 2 Part households. City's the of LA LA 4 Mi 4 Mi les le s Pe Pe rc rc ent [% ent [% > 38 29 20 < 63 - 57 - 50 - 75 - 69 - 45 20 - - - ] 45 37 28 ] 68 62 56 80 74 Accra City — CONSULTATIVE CITIZENS' REPORT CARD

PART 1: Households with Ghana

Water Company Ltd. Service ER WAT

• Almost all the households (96%) say they Residents' Responses Across receive a water bill from the GWCL regularly The City at Large once a month. • Slightly more than half of GWCL house- • A majority (68%) of City households re- holds (57%) say they "usually" pay their water ceive their water service from the Ghana Wa- bill. Some 43% of households say they "some- ter Company (GWCL). times" or "never" pay their water bill. No clear reason could be determined as to why house- • Almost half of households with GWCL holds do not pay their bill; they variously an- connections say they have had sufficient ac- swered that "the water bills are not accurate", or cess to water over the past 12 months; 49% that they are "unhappy with the quality of water", of households report they have "always" or "of- but most elected not to respond to the question ten" had sufficient access to water. Some 46% of at all. An insignificant number responded saying households say they "only sometimes" or "rarely" they "couldn't afford to pay the bills". had sufficient access to water over the past year. And, 5% of households say they "never" had suf- • Households largely trust the quality of wa- ficient access to water over the past year. ter – assessed by turbidity, odor and water pressure – provided by the GWCL. Almost half (49%) • Most households (89%) with GWCL con- of households say they trust it and 42% say they nections have a water meter in their house, "somewhat" trust it. Just 9% of households say and in almost all cases (95%) they say the meter they categorically do not trust the water qual- is operational. ity. Amongst all households, 57% of households

Never 5% No 9%

Yes Always/Often 49% Sometimes/Rarely 49% Somewhat 46% 42%

GWCL Households' Access to Water GWCL Households' Confidence in Water Quality

73 74 WATer • Central (58%). Ayawaso and (50%) Keteke Ashiedu in lowest are rates Connection (75%). WestAyawaso and considerably (79%) South Ablekuma (80%), Klottey Osu in est differs high- are rates Connection . sub-metros across connections GWCL • The Sub-metros Residents' ResponsesAcross low water pressure. that they "sometimes" have report 33% just and odor, an has "sometimes" water their color,say muddy 23% times" has a cloudy, rusty or "some- wateronly their say ter service. are they wa- receive to scheduled days/ when times showing GWCL have from schedule a received (4%) households • tices. prac- such they of disapproved said households of practices 90% over acceptable, were they such if thought Asked did. they that responded 3%) than (less households few very a only pipes, GWCL from water extra draw to pump booster a has or GWCL the has an illegal connection to who neighborhood in their anyone of know if they Asked . services water GWCL to connections gal haveille- to appear holds • WL oshls pretos of perceptions Households' GWCL T ey e house- few Very ey e GWCL few Very e ecnae f oshls with households of percentage he Accra —CONSULTATIVE City CITIZENS'REPORT CARD demand andusagerates across sub-metros. higher and/or interruptions water of the frequency in differences include could explanations factors account for differences in sufficiency, but what pinpoint to able not is survey The period. this over water to access sufficient East had they say Ayawaso and West Ayawaso La, in holds house- of 40% around only contrast, By period. accessoverthis had "often" "always" or they ing higher levels of sufficiency, with almost 60% say- report North Ablekuma Klot- and South, Okaikoi tey, Osu in Households . sub-metros across widely differs months 12 past overthe water to access sufficient had have they whether Water Sachet Vendor, La Sub-Metro Accra City — CONSULTATIVE CITIZENS' REPORT CARD

Always/Often Sometimes/Rarely Never

Osu Klottey

Ashiedu Keteke ER WAT

Okaikoi North

Okaikoi South

Ayawaso West

Ayawaso Central

Ayawaso East

Ablekuma South

Ablekuma Central

Ablekuma North

Accra City

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

GWCL Households' Sufficiency in Water Supply over the last 12 months, by Sub-Metro

• Households across all sub-metros expe- ies across sub-metros. As the GIS Map, below, rience interruptions in their GWCL water sup- shows, many households report experiencing ply, but the frequency of interruptions var- only infrequent interruptions, described as "just

Legend • Green = Just occasional or no interruptions • Red = Frequent interruptions • Dark Red = Persistent interruptions

GIS Map: Frequency of Water Interruptions in GWCL Connected Households

75 76 WATer water than others. A high percentage of house- of percentage high A others. than water quality lower report sub-metros some pressure, which and odor color,turbidity, by by assessed is quality quality, water of assessment son's layper- a Using sub-metros. across siderably • Central andAyawaso East. waso West, and along the borderline of Ayawaso and Ablekuma South, in Osu Klottey, Aya-north-east Central Ablekuma in more concentrated persistent interruptions – almost every day – are having Households West. Ayawaso south-west concentratedin morebe to tend – time the half that experience frequent interruptions – around Households interruptions. "no" or occasional" Ablekuma Central Ablekuma South Ablekuma North Ablekuma North Ay Ashiedu Keteke Ay Okaikoi South Okaikoi Water quality seems to vary quite con- quite vary to seems quality Water Okaikoi North North Okaikoi awaso Central GWCL your Households' Responsesto"Does water Question ever have aCloudy, ofMuddyColor?", Rusty by Sub-Metro Ay awaso Osu Klottey awaso East Ac cra City West La

% 0 2% 0 4% 0 6% 0 8% 0 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Fr equently Accra —CONSULTATIVE City CITIZENS'REPORT CARD Okaikoi South (22%) and Osu Klottey (24%). (22%)andOsuKlottey South Okaikoi in less much is pressure water low of incidence generally "low" or low" "very water pressure. The having report respectively, households, of 42% sure. However, in Ayawaso East and La, 48% and pres- water low have sometimes they that port re- households GWCL of third One . sub-metros • ways hasa"badsmell". "al- or "sometimes" water their say (22%) West Ayawasoin than (39%) Keteke Ashiedu in holds house- AyawasoMore this.in Westholds report color.muddy or house- contrast,of 41% By only rusty cloudy, a has "sometimes" or "frequently" for(70%) South instance,thatwater their report Ablekuma and (75%) Keteke Ashiedu in holds Sometimes ae pesr ses o ay across vary to seems pressure Water Never Accra City — CONSULTATIVE CITIZENS' REPORT CARD

City Residents' Satisfaction with gwcl Service

• Satisfaction with GWCL service is rela- ER WAT tively high with 58% of households reporting that they are "satisfied" or "very satisfied" with the service.

• Households' level of satisfaction with

Residential Water Tank for Storage

Dissatis ed Satis ed GWCL water service is strongly linked to the 42% 58% reliability of their water supply. Households which experience only occasional interruptions in service are, predictably, most satisfied with the service.

• Households are, overall, moderately satisfied with GWCL's efficiency and responsiveness to clients. Only one third (33%) of Households' Satisfaction With GWCL Service households say they are satisfied with its effectiveness in fixing service problems. But, 42%

Very Occasional

Satis ed Frequent Dissatis ed Very Dissatis ed Persistent

0% 20% 40% 60% 80% 100% %

GWCL Households' Satisfaction Level by Frequency of Water Service Interruption

77 78 WATer rbes ih h srie Ol 6 o GWCL of 6% Only service. the with problems report or complaints lodge to tend not do ents • over 52%say staff staff; are generally helpful. GWCL of helpfulness the of perceptionpositive the with honesty of GWCL staff. Households have satisfied a more are they say households of • • Legend ∙

As is the case for GWCL cli- other services, Green =Satisfied or Satisfied Very Red ==Dissatisfied or Dissatisfied Very Black =NoBlack GWCL connection : Households' Satisfaction : Households'GiS Map Satisfaction With by Sub-Metro GWCL Service, Accra —CONSULTATIVE City CITIZENS'REPORT CARD addressed andfixed. was problem the report 11% just and problem, wasthat made some effort to13% fixreport the Some problem. the fix to GWCL by made was effort no that report 75% complaints, lodged who those Of months. 12 past the over service about complaint a lodged they say households Accra City — CONSULTATIVE CITIZENS' REPORT CARD

Policy Implications For Ghana Water Company Ltd.

• Although 58% of households say they but, of those who do, 75% say that no effort ER WAT are satisfied with GWCL service, this satis- was made to address their complaint and the faction level could be increased significantly problem remained unfixed. Improved efforts to if interruptions in the water supply were re- address client complaints should go hand-in- duced. Over half (51%) of GWCL clients report hand with efforts to encourage clients to report that they "rarely" or "never" have sufficient ac- service problems (presently very few do). One cess to water. It would be most strategic to work possible measure would be the introduction of to reduce water interruptions in areas where a telephone hotline which clients could use to they are reported to be most frequent (occur- report problems. ring almost every day), which is in Ablekuma Central, Ablekuma South, Osu Klottey, north- • GWCL could do a great service to the east Ayawaso West, and the borderline areas of City if it sought to improve equity in service Ayawaso Central and Ayawaso East. coverage. Currently, service is positively correlated with monthly household income; the • Residents' satisfaction levels would higher a household's income the more likely it likely also be increased if they had more cer- is to have GWCL service. Relatively poorer sub- tainty about when service interruptions are metros are less well-served. The GIS map in Part likely to occur. GWCL has already worked to 2 shows where service coverage is lower and institute an area-based scheduling system for where new services would need to be focused the interruptions and has tried to inform house- to ensure more equitable coverage. These areas holds of their service schedule. However, there are Ashiedu Keteke; west-central Okaikoi North; are reportedly difficulties in maintaining these central Ayawaso Central; east-central Ablekuma schedules. Also, only a very small percentage North; and central-west Ayawaso East. Expan- of households (4%) report having received a sion of these services could be, at least in part, service schedule. It would, therefore, be worth- financed by fees paid by these households. The while exploring other methods of informing cli- Survey shows there is a strong willingness to ents about pending service interruptions. One pay for improved water service amongst house- possible system might be introduction of a tel- holds which are not connected to GWCL; more ephonic messaging system which would text than 50% report such a willingness. This willing- information to clients about likely service inter- ness to pay transcends household income levels. ruptions and explain the cause. Expansion of service to these underserved areas could also be supported through increased effi- • GWCL should work to improve its re- ciencies in fee collections, specifically by ensur- cord of responding to, and effectively fixing, ing collections from the 43% of GWCL-connect- service interruptions and problems. Currently, ed households that say they do not usually pay very few clients report complaints and problems their water bills.

79 80 WATer ih otl icms ewe 1,001-2,000 new GhanaCedis have between aGWCLconnection. incomes monthly with between 501-1,000 new Ghana Cedis. 83% of households incomes monthly of with 70% households over to compared connection a have GWCL Cedis Ghana new 100 below incomes Company Water Ltd Ghana the to connection a have to likely less much are incomes hold • Water Company Ltd. Service Households' withoutGhana PA Aon 5% f oshls ih monthly with households of 57% Around . Households with lower monthly house-

New Ghana Cedis per month r 5001-10000 T 2: 1001-2000 2001-5000 501-1000 100-500 <100 0 % connec GWCL Connection by Household Income Category Accra —CONSULTATIVE City CITIZENS'REPORT CARD ted toGWCL 20 40 private vendors selling moderate quantities of of quantities moderate selling vendors private standpipes, public fee-based including sources of variety a from water their These obtain households GWCL. the to connection a have not • The at City Large Residents' ResponsesAcross One third (33%) of City households do do households City of (33%) third One % 60 0 100 80 Accra City — CONSULTATIVE CITIZENS' REPORT CARD

water, large-scale vendors selling tanker-sized quan- Buy water tities, water kiosks selling from landlord Borehole buckets and bottles of water, 2% 4% boreholes or wells, and small- quantity plastic sachet bags Well ER WAT of water. Households rely 8% most heavily on private vendors and public standpipes Private vendor for water, although water 31% kiosks are also heavily used. Puplic Standpipe Only a small percentage of 29% households rely on boreholes (4%) or wells (8%).

Private water Water kiosk 18% • Only one third (31%) tanks services of households without 8% GWCL service report that they "always" or "often" had sufficient access to water over the past 12 months. Main Sources of Water for Households Without GWCL Service More than half of households (53%) say they "only sometimes" or "rarely" had sufficient access over the say they somewhat trust it, and just 9% report same period, and 16% say they "never" had suf- that they do not trust it. ficient access to water when they needed it. • A sizeable percentage of households • Households that receive their water from which do not have GWCL service say they would sources other than GWCL generally trust the be willing to pay a fee to have better access quality of that water; 46% say they trust it; 45% to water. Just over half of households say they

Never No 16% 9%

Always/Often Yes 31% 46%

Somewhat Sometimes/Rarely 45% 53%

Non-GWCL Households' Adequacy of Access to Water Non-GWCL Households' Confidence in Water Quality

81 82 WATer a fee. pay to willingness a express 41% Cedis), Ghana the porting lowest monthly incomes (< 100 new re- households amongst Even similarly. report Cedis Ghana new 500 - 101 between incomes monthly reporting households of 52% pay,and to willing be would they say Cedis Ghana new 1,000 - 501 re- between incomes monthly porting households of 60% household income all groups. across spreads to water access better for pay • service was to beprovided. quality sonable rea- a that sure were they if fee a pay to persuaded "not sure" group would be sizeable of proportion this able to assume that a fairly reason- is It water.to cess ac- better for pay to ing will- are they if sure" "not of households say they are to water, and a further 26% access better have to fee a pay to willing be would h wliges to willingness The % 10 20 30 40 50 60 0

Accra City

Ablekuma North Ablekuma Households Without by Sub-Metro GWCL Service, Central Accra —CONSULTATIVE City CITIZENS'REPORT CARD New Ghana Cedis per month Ablekuma 1001 -2000 501 -1000

South 101 -500 < 100 Willingness to Pay for Improved Access to Water by Household Ayawaso East % 0 4% 0 8% 100% 80% 60% 40% 20% 0% Ayawaso ae WL evc. hl tee households more are they sub-metros, all these across spread are While service. GWCL have • Central The Sub-Metros Residents' ResponsesAcross Yes Monthly Income Category

Ayawaso West not do households City of third One

Okaikoi South Not sure Okaikoi North

Ashiedu Keteke

Osu Klottey No La Accra City — CONSULTATIVE CITIZENS' REPORT CARD

Legend

• Red = No GWCL Connection ∙ Grey = GWCL Connection ER WAT

GIS Map: Households Not having GWCL Connections, by Sub-Metro concentrated in Ashiedu Keteke (49%), Okaikoi is the 3rd highest level of the 7 services, after North (41%), Ayawaso Central (40%), Ablekuma Basic Education and Public Markets North (35%) and Ayawaso East (34%). • Household satisfaction levels, how- • There is some difference across sub-met- ever, vary quite considerably across sub- ros in how households' without GWCL service metros. They are higher than average in Able- source their water. In Okaikoi North, Ablekuma kuma North (53%) and Osu Klottey (48%), and South and Ablekuma North households rely lower than average in La (17%) and Ayawaso more heavily on private vendors selling moder- East (26%). ate quantities of water. Households in Ashiedu Keteke and Ayawaso Central rely more on public, fee-based standpipes.

• Reliance on boreholes and wells is limited across all sub-metros and is not concentrated in any particular locality. Satis ed 38% Dissatis ed City Residents' Satisfaction 62% With Service

• Households that do not have GWCL service are, rather surprisingly, moderately satisfied with water service relative to the other services. 38% of these households say they are Non-GWCL Households' Satisfaction with Water Service satisfied with the service. This satisfaction level 83 84 WATer Currently, access to GWCL services is positive is services GWCL to access Currently, coverage. service equitable more ensuring to view a with service its expand to Limited Company Water Ghana the encourage tion • moderate/high a priority. this consider to City the wise for be would it reasons, these For ill-health. and disease reducing in role important an plays that, beyond and, Goals velopment De Millenium the of one is citizens for water potable However, access to services. 7 the of level highest 3rd being services, the other to relative moderate also are importance. levels Satisfaction of terms in services 7 the of out 4th it city residents who rank for priority high moderately a are Services ter Wa GWCL . connection existing an without holds house- for particularly time this at services water improving to resources of level high • Policy Implications It It is important that the City Administra- h Ct sol acr a oeae to moderate a accord should City The - - Accra —CONSULTATIVE City CITIZENS'REPORT CARD Water Storage Tank inPrivate Residence, Ayawaso West - external funding.external or national additional seeking by areas served subsi helping under- poorer to services of expansion the dize consider might City Ayawaso The central-west East. and North; east-central Ablekuma Central; Ayawaso central North; Okaikoi west-central Keteke; Ashiedu are areas These targeted. be should coverage service in coverage service is lower and where expansions Map in Part II of this section shows where GWCL GIS well-served.The less are sub-metros within areas and sub-metros poorer Relatively income. household monthly higher with correlated ly -

PUBLIC MARKETS

MarketWater Vendor, Sachet Vendor,Ashiedu La Keteke sub-metro 85

Accra City — CONSULTATIVE CITIZENS' REPORT CARD

Residents' Service Priority Rating: 5th (out of 7 services) TS MA R K E TS PU B L I C

City residents at large accord lower priority to public market services, rating it 5th out of 7 services. Only in one sub-metro, Ayawaso West, do residents assign a higher importance to markets, saying it is their 3rd highest priority service.

Residents' Responses Across The City at Large

Clean • Public markets are vital commercial 34% centers for many City residents who use them extensively. Slightly more than 67% of Dirty households report shopping at the markets at 66% least once a week, and over half of this group of households say they use them several times a week. Some 13% of households report using them daily. Just 25% of households say they do not use the markets at all. Residents' Perceptions of Public Market Cleanliness • A majority (67%) of market users consider the organization and layout of the markets to be adequate. One third (33%) of users say market organization and layout is poor. Residents' Responses Across

• Crowding in the markets is considered The Sub-Metros a problem by users. 62% of users find them "crowded" and 22% consider them to be "very • Market usage differs considerably crowded". across the sub-metros. Amongst users who shop at the markets at least once a week, us- • Cleanliness of the markets is an issue age rates are highest in Osu Klottey (75%) and for users, most of whom purchase food items Okaikoi South (74%). Usage rates are consider- there. Two thirds (66%) of users say the markets ably lower in Ayawaso West (53%) and Ayawaso are "dirty" or "very dirty". East (55%). 87 88 PUbLiC MArKeTS more than 20% of market us- market of 20% than more do Klottey Osu "poor".in Only be to it consider users of 41% where Central East Ayawaso and Ayawaso of by residents held are layout and tion organiza- market of opinions lowest and The "poor". is layout organization say market La and Keteke, Ashiedu North, Aya- Okaikoi Central, waso East, Ayawaso South, Ablekuma Central, Ablekuma North, Ablekuma in residing users market of more or third A sub-metros. across different notably are markets public of layout and zation • est publicmarket. may near- the reach to distance sub-metros some travel to need some of residents so sub- metro each in provided not are markets public markets; to proximity residents' reflect extent • Ablekuma Central akt sr' ecpin o te organi- the of perceptions users' Market These differences in usage rates to some to rates usage in differences These Ablekuma South Ablekuma North Ablekuma North Ay Ashiedu Keteke Ay Okaikoi South Okaikoi awaso Central Okaikoi North North Okaikoi Ay awaso Osu Klottey awaso East Ac cra City West La

% 0 2% 0 4% 0 6% 0 8% 0 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Residents' Perceptions ofMarket Organization &Layout, by Sub-Metro Accra —CONSULTATIVE City CITIZENS'REPORT CARD Public Toilet Facilities Public Market Serving in Ayawaso West and 16% in Ablekuma South South Ablekuma in 16% and West Ayawaso in users of 13% just contrast, By crowded". "very thatare themarkets (29%)report South Okaikoi and (30%) Keteke Ashiedu in users of third a to Close others . than sub-metros some in issue • out to be"good". ers consider public market organization and lay- Crowded public markets are more of an Poor Alright Good Accra City — CONSULTATIVE CITIZENS' REPORT CARD

consider the public markets they use to be "very • User dissatisfaction with City management crowded". of public markets is highest in Ayawaso East (63%), La (61%) and Ablekuma South (61%). • Dirtiness of public markets is a uni- versal concern. Close to two thirds of public market users in all sub-metros report that they are dirty. TS MA R K E TS PU B L I C City Residents' Satisfaction Satis ed With Service 43% Dissatis ed • Users of the public markets are fairly 57% satisfied with the City's management of public markets; 43% consider the City's management of this service to be "alright" or "very good".

• Users' satisfaction with City management Public Market Users' Satisfaction with of public markets is considerably higher in Aya- City Management of the Markets waso West, at 55%, than in other sub-metros.

Osu Klottey

Ashiedu Keteke

Okaikoi North

Okaikoi South

Ayawaso West Satis ed Ayawaso Central Dissatis ed Ayawaso East

Ablekuma South

Ablekuma Central

Ablekuma North

Accra City

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Market Users' Satisfaction/Dissatisfaction with City Management of Public Markets, by Sub-Metro

89 90 PUbLiC MArKeTS satisfied with public markets. Households in Households markets. public with less or satisfied more are households where localities • h mp blw hw, y sub-metro, by shows, below map, The Ablekuma North Ablekuma South Ablekuma Centra Households' [%] Satisfied with City ManagementHouseholds' [%]Satisfied withof City Public Markets, Sub-Metro by Ok aikoi Sout l Okaikoi Nort Okaikoi h Ashiedu Keteke Ay awaso Centra Accra —CONSULTATIVE City CITIZENS'REPORT CARD 01234 h 0. 5 Osu Klottery Ay awaso East l Ay awaso West sub-metros where ishigher.sub-metros dissatisfaction La and East, Ayawaso South, Ablekuma LA Mi le s Pe rc ent [% 49 45 41 37 52 - - - - - ] 51 48 44 40 55 are the are Accra City — CONSULTATIVE CITIZENS' REPORT CARD

A SPECIAL ISSUE — Public Toilet Facilities in Public Markets

• Provision of public toilet facilities near markets seems to be more or less adequate. Well over half (60%) of public market users report that public toilets are located near the markets they

use. 22% of users say they don't know if such facilities are available. Just 18% of users say such facili- MA R K E TS PU B L I C ties are not available at the market they use.

• Provision of public toilet facilities seems adequate for public markets where usage rates are highest; in Ashiedu Keteke and Ayawaso Central 74% and 69% of users, respectively, report that these facilities are available.

• Cleanliness of public toilet facilities serving market areas is an issue for residents of many sub-metros. Amongst all public market users, 40% consider the toilet facilities "dirty" or "very dirty", while 35% consider them "clean". 25% of public market users say they "don't know" if these facilities are clean or dirty which probably means they don't use the facilities.

• Cleanliness of public toilet facilities serving market areas is a particular issue for residents of Ayawaso Central, Okaikoi North and Ayawaso East. In Ayawaso Central 62% of those who express an opinion about the condition of these facilities say they are "very dirty" or "dirty". Conditions are evidently also unhygienic in Okaikoi North and Ayawaso East as 59% of residents in both sub-metros say the facilities are "very dirty" or "dirty". Possibly, conditions are most grave in Ayawaso East as a much higher percentage (31%) of residents here than elsewhere consider the facilities to be "very dirty".

La Osu Klottey Ashiedu Keteke Okaikoi North Okaikoi South Ayawaso West Clean Ayawaso Central Dirty Ayawaso East Very Dirty Ablekuma South Ablekuma Central Ablekuma North Accra City

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Cleanliness of Public Toilets in Public Markets, by Sub-Metro*

* Data include only market users and only users who said they knew of these facilities. 91 92 PUbLiC MArKeTS likely increase overall overall with satisfaction this - ser increase very likely would – markets the serving facilities let toi - public of cleanliness and cleanliness both general – cleanliness ket mar ef- improving to forts modest some ing • level ofthe7services. satisfaction highest 3rd the has it means which satisfiedwith the service, are users of market public 43% some service; the with satisfied fairly are services market of users because and servic es), priority 7 of out 5th rated is (it service priority lower a it rate residents because both is This time. this at to services other than the of services some market public to and resources attention lower relatively accord should • Policy Implications oee, target However, The Survey findings suggest that the City City the that suggest findings Survey The - - Accra —CONSULTATIVE City CITIZENS'REPORT CARD Roadside Furniture Market, Korle Bu, Ablekuma South - clean conditions. un reporting sub-metros these in residents of percentage higher the given strategic would most be Central Ayawaso and East Ayawaso in markets on specifically efforts these Focusing investments. low relatively requiring whilst vice - BASIC EDUCATION

PublicWater School Sachet Children Vendor, La sub-metro

Accra City — CONSULTATIVE CITIZENS' REPORT CARD

Residents' Service Priority Rating: 6th (out of 7 services)

Residents at large consider City administered basic education services –school ION B AS I C ED UCAT furnishing, building maintenance, school toilet facilities, school security and, more recently, management of the school feeding scheme – to be a lower priority. They rate it 6th in order of importance out of the 7 services. The lesser importance residents accord this service reflects the fact that they are highly satisfied with the service.

(68%) say their children's school has piped wa- Residents' Responses Across ter; almost all (94%) consider the school and The City At Large its grounds to be safe and secure for children; and some 90% say their children's school/s do a • Slightly more than half of City households good job of managing their waste and refuse. report having at least one child of basic school age (6 – 14 years). Of these households, 60% • Households with children attending pub- send their children to public basic schools and lic basic schools also report positively on the almost 40% send them to some form of private basic school. A very small percentage of households – just 2% -- say they have basic school-aged children not attending school, but largely report that these children will com- Poor mence school in the next year. 13% • City households with children attending a public basic school report very positively on the City's education services. Some 87% say public school buildings are in "good" or "very good" condition; 84% report that Good the availability and quality of 87% school furniture is "good" or "very good"; 81% think their children's public schools have adequate and separate boys' and girls' toilet facilities; 84% say the toilet facilities are kept in "reasonable" or City Residents' Perceptions of the Condition of Public Basic School Buildings "good" condition; over two thirds

95 96 bASiC edUCATion n beua ot ad yws Es. Private East. Ayawaso and South Ablekuma in of rate in public basic schools is also higher, 80% at 64%, here enrollment The schools. public use sub-metros; households other in children than Keteke Ashiedu in schools basic public in enrolled be to likely more are Children metros. sub- across significantly quite differ schools sic • The Sub-Metros Residents' ResponsesAcross other schoolactivities. ticipation in school meetings, PTA meetings and par- their through school children's their about, informed and with, engaged well being report • rating them"good" or"satisfactory". rates appear to be high, with 94% of households "poor".is attendanceTeacher quality education think 8% Just "satisfactory". 72% and "good" is facili- quality the think 20% households, these those Of ties. in provided education of quality Ablekuma Central Ablekuma South Ay Ablekuma North Ablekuma North Ashiedu Keteke hlrns nolet ae i pbi ba- public in rates enrollment Children's h vs mjrt o hueod (90%) households of majority vast The Ay Okaikoi South Okaikoi awaso Central Okaikoi North North Okaikoi Ay Osu Klottey awaso awaso East Ac cra City West La

% 0 2% 0 4% 0 6% 0 8% 0 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Children's Enrollment inPublic andPrivate Schools, Basic by Sub-Metro Accra —CONSULTATIVE City CITIZENS'REPORT CARD waso EastandAshiedu Keteke. rates of 33% in Ayawaso Central and 22% in Aya- with contrasts This toilets. separate and adequate have not do school/s children's their that In Ayawaso West a mere 4% of households think facilities. toilet of terms basic in is conditions school public regarding sub-metros between difference largest poor".The "very or "poor" be with almost 25% of households considering it to furnishing, school of condition and availability the regarding sub-metros other the than tive posi- less slightly are Central Ayawaso and East Ayawaso in Households West.Ayawaso in 96% to Keteke Ashiedu in 84% to Central Ablekuma but range from positive response rates of 81% in of school buildings, conditions perceptions are the uniformly high, of terms In sub-metros. the across evident are opinions However, in variations . services some education City's the on positively report schools basic public in dren • dren attend private basicschools. chil- their say households of 64% where West Ayawaso in highest are rates enrollment school In all sub-metros, households with chil- with households sub-metros, all In Pr Public school ivate school Accra City — CONSULTATIVE CITIZENS' REPORT CARD

Osu Klottey

Ashiedu Keteke

Okaikoi North

Okaikoi South ION B AS I C ED UCAT Ayawaso West Yes Ayawaso Central No Ayawaso East

Ablekuma South

Ablekuma Central

Ablekuma North

Accra City

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Availability & Adequacy of Separate Toilet Facilities for Girls & Boys, by Sub-Metro

• Most of the households with children at- ity of education provided in those schools to be tending public basic schools consider the qual- "satisfactory" or "good"; 92% report this.

La Osu Klottey Ashiedu Keteke Okaikoi North Okaikoi South

Ayawaso West Good Ayawaso Central Satisfactory Poor Ayawaso East Ablekuma South Ablekuma Central Ablekuma North Accra City

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Quality of Education in Public Schools, by Sub-Metro

97 98 bASiC edUCATion satisfaction levelssatisfaction across sub-metros. • for anyported otherservice. re- level satisfaction the than higher points age percent- 20 almost is and services, 7 the of any is recordedlevelfor satisfaction highest the far by This (85%). level satisfaction same the port re- City the across Residents service. this with 85% of level satisfaction a have schools public vices. Households with children attending basic ser- school basic public of delivery City's the • With Service Residents'City Satisfaction There is some, but very limited variation in City residents are highly satisfied with satisfied highly are residents City Primary School Children School Attending School Primary Class Accra —CONSULTATIVE City CITIZENS'REPORT CARD Dissatis Residents' Satisfaction with Public Basic Schools withPublic Schools Residents' Basic Satisfaction 15% ed Satis 85% ed Accra City — CONSULTATIVE CITIZENS' REPORT CARD

A SPECIAL ISSUE — The School Feeding Program

• The school feeding scheme is a popular program and is intended to improve children's learning in school by providing them with some free nutritional food each school day. The school feeding scheme is intended to benefit children from poorer families. ION B AS I C ED UCAT

• More than half (53%) of City households with children attending public basic schools report that their child/ren receive food at school through the school feeding program.

• Across the sub-metros, households whose children participate in the school feeding program consider the operation and quality of the school feeding program to be good; 88% of households say it is "good" or "very good".

• The school feeding program is also reaching some children attending private basic education schools. This coverage is low, and is principally in Ayawaso Central and Okaikoi North.

• The school feeding program in public schools does not seem to be sharply-targeted to students from less wealthy households. Some 60% of children from households whose monthly incomes are in the 2,001-5,000 and 5,001–10,000 new Ghana Cedis categories seem to receive food under the program. Yet, only round 50% of children from households in the lowest two monthly income categories report participating in the school feeding program.

40 % 30

0 less than 100 100- 500 501 - 1,000 1,001 - 2,000 2,001 - 5,000 5,001 - 10,000

New Ghana Cedis

Households (%) with Children Receiving School Feeding, by Income Category

99 100 bASiC edUCATion are very loware income households. very households of (23%) percentage high relatively a where La in 42%, at lowest, is coverageProgram 27% at highest is households income low very of incidence the where Keteke Ashiedu in 67%, at highest, coverageprogramis said, households. being income Thislow very are households of 20% larly, in some Okaikoi North 66% of households report that their children receive coverage, but only their children receive coverage, but only 10% of households arelow incomevery households. Simi- that report households of 65% in- where Ayawaso ForWest well-off sub-metros. in high the is coverage in program stance, month) per Cedis Ghana new 100 < earning (those households come • % Program coverage levels do not appear to be closely linked to the incidence of very low in- low very of incidence the to linked closely be to appear not do levels coverageProgram 10 20 30 40 50 60 70 80 0 Children inSchoolFeeding Pro

Accra City

Ablekuma North Incidence of School FeedingIncidence of School & Very Low Income Households Ablekuma (<100 new Ghana Cedis(<100 newGhana permonth), by Sub-Metro

Central Accra —CONSULTATIVE City CITIZENS'REPORT CARD

Ablekuma South gramme Ayawaso East

Ayawaso Central HH income<100newGhanaCedispermonth Ayawaso West Okaikoi South

Okaikoi North Ashiedu Keteke

Osu Klottey

La Accra City — CONSULTATIVE CITIZENS' REPORT CARD

Policy Implications

• At this time, the City Administration and condition of toilet facilities to be "good" or need not invest significant additional re- "very good". By contrast, just 63% of households sources or energies in improving this service in Ayawaso Central consider these facilities to across the City at large. This is because residents be "good" or "very good".

are highly satisfied with the City's performance ION B AS I C ED UCAT on this service, and because they accord it low • There is some considerable scope to priority (it is rated 6th out of the 7 services). sharpen the targeting of the school feeding program so that coverage of children from • However, it would be strategic for the households in the lowest income category is City to give some priority to improving school raised. It is children from these households facilities in Ayawaso Central. Here, a somewhat whose school attendance and learning is most higher percentage of residents rate the facilities likely to be improved through a school feeding "poor" or "very poor". The school facility in this program. Thus, the program will be more effi- sub-metro that stands out as needing the most cient and effective the more finely targeted it is immediate attention is toilets. Across the City at to children from lower income households. large, 80% of residents consider the provision

School Toilet Facilities

101

ROADS

RoadWater to Ablekuma Sachet Vendor, North La Sub-Metro sub-metro Office

Accra City — CONSULTATIVE CITIZENS' REPORT CARD

Residents' Service Priority Rating: A D S

7th (out of 7 services) RO

City residents consider roads to be their lowest service priority, rating it 7th out of the 7 services. Residents in all sub-metros accord this service low priority, except in Ablekuma North. Here, residents have a markedly different opinion about the priority of roads and consider it their highest (#1) priority.

choice of a small percentage (8%) of residents, and a remarkably small percentage (0.3%) A Note for Readers: It is very probable that rely on metro mass transit buses. Only 11% of City residents are not fully aware that differ- residents say they habitually walk to work and ent authorities are responsible for construc- to shop. tion and maintenance of different roads in the City. Secondary roads are the responsibility of the City, while the principal commuter roads are the responsibility of national au- Motor thorities. The Citizens' Report Card Survey bike/bicycle 0.7% did try to tease out differences in residents' Walking Own car opinions of national roads and secondary 11% 10% Taxi Metro Mass roads by asking separate questions about 8% Transit Buses 0.3% "main" (national) roads and "neighborhood" (secondary) roads. Structuring the Survey questions this way probably has helped residents distinguish between national and sec- Tro-tro(local ondary roads, but undoubtedly did not fully minibuses) resolve the issue. The Survey findings should 70% thus be considered bearing this in mind.

Residents' Responses Across Forms of Transport Used for Work and Shopping The City at Large • Almost 62% of City residents say the • City residents are very mobile, commut- condition of the "main roads" in the City at ing both to work and shop. Most residents rely large is "good" or "very good". Factors such as on a variety of transportation to get to work and narrowness of roads, quality of road surface and to go shopping, foremost amongst which is the periodic flooding of surfaces are not widely con- tro-tro or local minibus. This is the main form sidered to be a problem on the main roads. of transport for 70% of commuters. A relatively small percentage (10%) of City residents com- • The major problems with the "main" roads mute using their own cars. Taxis are the usual include bad traffic congestion, encroachment of 105 106 roAdS poor" condition. "very or "poor" in be to roads neighborhood their consider 51% roads"; "main City's the than condition poorer in are roads (secondary) borhood" • bad"."very or "bad" is it that responded residents(97%) City all most al- roads, City "main" the on ly to assess traffic congestion • problem.serious a are road the alongside or on 33% say lorries and cars parked and problem, serious a being as roads on vendors encroach- of ment the identify 41% is bad, congestion traffic say portance. 55% of City residents im- of order that in roads, the alongside or on parked hicles ve- and roads, the on vendors eiet tik "neigh- think Residents specifical- asked When T oo many carsandlorriesparkalongside Too many vendorshaveencroachedon Quality of road surface ispoor(bumps, Quality ofroadsurface Flooded andmuddyinrainy season Tr a Residents' Identification ofthe Principal Problems with"Main"Roads c congestionisbad or ontheroad potholes, etc.) Accra —CONSULTATIVE City CITIZENS'REPORT CARD T oo narrow the road 1 2 3 4 5 60 50 40 30 20 10 0 Traffic Congestion on"Main" Commuter Road % Accra City — CONSULTATIVE CITIZENS' REPORT CARD

0 10 20 30 40 50

Quality of road surface is poor (bumps, A D S potholes, etc.) RO Do not have a hard surface on them

Too narrow

Tra c congestion is bad

Flooded and muddy in rainy season

Too many cars and lorries park alongside or on the road Too many vendors have encroached on the road

Residents' Identification of the Principal Problems with "Neighborhood" Roads

• Residents consider the bad condition encroachment on roads, and cars and lorries of "neighborhood" roads to be a significant parked on or alongside roads, are significant issue. Around 41% of residents report that the problems on their neighborhood roads. biggest problem with their neighborhood roads is the quality of the road surface (it has bumps, • Alleys are fairly widespread in the city potholes etc.). Some 32% of residents say that with 38% of residents reporting that they have their neighborhood roads do not have a hard them in their neighborhood. surface on them (i.e., are dirt roads). Residents do not think that traffic congestion, vendor • A majority of residents (93%) are unhap-

0 10 20 30 40 50

Too narrow

Too dirty

Unsafe

Too dark

Too muddy

Too narrow for emergerncy services to get in Too many vendors so access is di cult

Residents' Identification of the Principal Problems with Alleys

107 108 roAdS pin f sn a u srie bt utilization but service, bus a using of option habitually use them. Very few residents appear to have the they say 80% around where South Okaikoi and North Okaikoi residents North, Ablekuma of for transport of form dominant are the Tro-tros cars. own their use 37% vehicles; owned privately on rely to residents other than Residents of Ayawaso West are much more likely sub-metros. the across differences wealth flects re- this extent considerable some sub- To metros. across considerably differs shopping going and work to commuting for portation • The Sub-Metros Residents' ResponsesAcross inadequate orpoor. be to City the in lighting street of provision the • and dirty, 27% say theyare unsafe ortoo dark. are they say 30% narrow", "too are alleys the think residents of 40% Almost hood. py with the condition of alleys in their neighbor- Ablekuma Central Ablekuma South Ablekuma North Ablekuma North Ay Ashiedu Keteke Ay Okaikoi South Okaikoi awaso Central Okaikoi North North Okaikoi eiet' rnia md o trans- of mode principal Residents' Well over half (57%) of residents consider residents of (57%) half over Well Ay Osu Klottey awaso awaso East Ac cra City West La

% 0 2% 0 4% 0 6% 0 8% 0 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Residents' oftheCondition Opinions of"Neighborhood" Roads, by Sub-Metro Accra —CONSULTATIVE City CITIZENS'REPORT CARD (35%) holdthisopinion. South Okaikoi and (33%) North Okaikoi (32%), North Ablekuma of residents of third a around only contrast, By condition. good in are roads "neighborhood" their think (72%) Klottey Osu quarters of residents in Ayawaso West (74%) and three than less Slightly . sub-metros the across considerably vary roads "neighborhood" of • "main" roads to bein"good" condition. in Okaikoi North and Ayawaso West consider the residents of (57%) percentage lower somewhat more are (67%) Klottey "good"A condition.roadsarein saythe to likely Osu and (67%) Ayawaso East (69%), Keteke Ashiedu of Residents roads. these on reliance of levels different tions' popula- the reflecting likely sub-metros, across somewhat vary this on However,opinions tion. condi- good in be to roads "main" City's the er • meansofgettingaround.this istheirprincipal Ashiedu Keteke and 17% in Ayawaso Central say work or to do their shopping; 28% of residents in to walk to likely most are Central Ayawaso and Keteke Ashiedu of sub-metros poorer the in ing liv- Residents AyawasoEast. in highest are rates eiet' pnos f h condition the of opinions Residents' consid- sub-metros most in residents City Poor Good Accra City — CONSULTATIVE CITIZENS' REPORT CARD

• Residents in different sub-metros at- the "down town" submetros of Ashiedu Keteke tribute problems with their "neighborhood" (76%) and Osu Klottey (63%) report that traffic roads to different factors. In Ashiedu Keteke congestion is bad or very bad in their neigh- and Osu Klottey – the "down town" sub-metros borhood. However, 60% of residents in Okaikoi – residents identify the main problems with North and Ablekuma North also report that A D S their roads as being bad traffic congestion. 36% traffic congestion is bad in their neighborhood. RO of residents in Ashiedu Keteke and 31% of resi- Traffic congestion appears to be much less of dents in Osu Klottey identify this as a serious a problem in Ayawaso West and Okaikoi South problem. Elsewhere, in Ablekuma North and where only 46% and 45% of residents, respec- Okaikoi South submetros, residents consider the tively, report this to be a problem. condition of roads to be the main problem. In

Ablekuma North – Good Street Layout but High Incidence of Unpaved Roads (Google Earth Map)

Ablekuma North, more than half of households • Residents in different sub-metros iden- say the main problems with their roads are that tify different problems with the alleys in their they are in poor condition (have bumps, pot- neighborhoods. Households in Okaikoi South holes, etc.) and are not paved, while 26% say the and Ayawaso Central are most concerned about roads are flooded and muddy in the wet season. the uncleanliness of the alleys. Residents of Osu And, in Okaikoi South, 52% of households say Klottey and Okaikoi South are most concerned the quality of their roads is poor (have bumps, about unsafety. And, residents of Ashiedu potholes, etc.); 44% say the roads are not paved, Keteke and Osu Klottey are most concerned and 25% say the roads are muddy and flooded about crowding and encroachment of vendors in the wet season. in the alleys.

• Traffic congestion is reported to be much • Residents of different sub-metros have worse in some sub-metros than others. Not sur- different opinions about the quality and ad- prisingly, a higher percentage of residents in equacy of street lighting in their neighbor- 109 110 roAdS kuma Central say this is the case in their neigh- their in case the is this say Central kuma a third of residents in Ablekuma South and Able- around only while neighborhood, their in good be to lighting street consider Klottey Osu and West Ayawaso in residents of 60% Over . hood Ablekuma Central Ablekuma South Ablekuma North Ablekuma North Ay Ashiedu Keteke Ay Okaikoi South Okaikoi awaso Central Okaikoi North North Okaikoi Ablekuma Central Ay Ablekuma South Ablekuma North Ablekuma North Ay Osu Klottey awaso Ashiedu Keteke awaso East Ac Ay awaso Central Okaikoi South Okaikoi Okaikoi North North Okaikoi Ay cra City Osu Klottey awaso awaso East Ac West Residents' Opinions of the Adequacy and Quality ofNeighborhood Street and Quality Lighting,Residents' oftheAdequacy Opinions by Sub-Metro cra City La

West % 0 2% 0 4% 0 6% 0 8% 0 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% La

% 0 4% 0 8% 100% 80% 60% 40% 20% 0% Residents' on Opinions Traffic Congestion, Sub-Metro by Accra —CONSULTATIVE City CITIZENS'REPORT CARD ing between theareas. light- street neighborhood of maintenance and metros likely reflects differences in the provision sub- across opinion of difference This borhood. Poor Good Not Bad Bad Accra City — CONSULTATIVE CITIZENS' REPORT CARD

City Residents' Satisfaction With Service A D S

• City residents' satisfaction with roads is RO moderate relative to the other services; 43% of residents report being satisfied with the roads. Dissatis ed The GIS Map, below, shows that satisfaction and Satis ed 57% 43% dissatisfaction is fairly evenly spread across the City, except in parts of Ayawaso West and Osu Klottey where dissatisfaction is more evident in the west and south east areas of the respective sub-metros.

• City residents' satisfaction levels, however, City Residents' Satisfaction with Roads differ somewhat depending on whether they are considering the condition and maintenance of "main" roads or just "neighborhood" roads. Residents' satisfaction with the condition and all roads ("main" and "neighborhood" roads maintenance of "neighborhood" roads, at 36%, combined). The City Administration is respon- is considerably lower than their satisfaction with sible for the "neighborhood" roads.

Legend • Green = Satisfied/Very Satisfied • Red = Dissatisfied/Very Dissatisfied

GIS Map: Location of Residents Satisfied and Dissatisfied with Roads

111 112 roAdS ih h cniin n mitnne f roads. of maintenance and condition the with satisfied being report respectively,residents, of Osu 51% and Ayawaso61% and where West Klottey in highest are levels Satisfaction metros. sub- across considerably differs roads borhood" • A Ay Ablekuma South blekuma Central Ablekuma North Ablekuma North Ashiedu Keteke Ashiedu Keteke iy eiet' aifcin ih "neigh- with satisfaction residents' City Ay awaso Central Ay Okaikoi South Okaikoi North Okaikoi North awaso We Residents' Satisfaction withthe ConditionResidents' Satisfaction & awaso East Osu Klottey Accra City Maintenance of"Neighborhood" Roads Residents' Satisfaction withtheConditionResidents' Satisfaction &Maintenance oftheir"Neighborhood" Roads, by Sub-Metro Dissatis 64% La st % 0 4% 0 8% 100% 80% 60% 40% 20% 0% ed Satis 36% Accra —CONSULTATIVE City CITIZENS'REPORT CARD ed dition andmaintenance ofroads. are con- the with dissatisfied" they "very or "dissatisfied" say residents of more or 70% where South OkaiKoi and Central Ayawaso Ableku- North, ma in lower much are levels Satisfaction Ablekuma North Ablekuma South Incidence of Households Saying Condition of Neighborhood RoadsisPoor, by Sub-Metro Ablekuma Centra Ok aikoi Sout l 0 Okaikoi Nort Okaikoi h 0. 5 Ashiedu Keteke Ay 1 awaso Centra h Osu Klottery 2 Ay awaso East l 3 Ay awaso West 4 Mi les Dissatisfied Satisfied LA Pe rc ent [% 46 35 < > 56 35 65 - - - ] 55 45 65 Accra City — CONSULTATIVE CITIZENS' REPORT CARD

A SPECIAL ISSUE — Roadside Vending

Vendors are a ubiquitous presence on, or alongside, most roads in the City. They are also a very strong presence in alleys in certain sub-metros. They fill residents' need for fast service – for refresh- A D S

ing drinking water in sachets during long traffic commutes, for instance – but also contribute to RO congestion, littering and unsafety on the roads.

• City residents generally consider roadside vendors to be a problem. Indeed, City residents at large say roadside vendors are the second biggest problem with roads. (Residents consider traffic congestion to be the biggest problem.)

• Over two thirds (77%) of residents say roadside vendors should not be permitted to sell their goods on the roads, in alleys, and on street pavements. This opinion is widely held across sub- metros, but is slightly more prevalent amongst residents of Ayawaso West, Ayawaso Central, and Osu Klottey.

• Some 14% of residents hold a more moderate view on roadside vending and say that "only a few" vendors should be allowed and that they should be regulated by a fee-based permit system. Roadside Vendor Selling Cloth This opinion is held mainly by residents of Ashiedu Keteke, Ayawaso East and Ablekuma North.

• Just 8% of residents are of the opinion that anyone should be able to be a roadside vendor.

Osu Klottey There should be no restriction on Ashiedu Keteke street vending Okaikoi North Okaikoi South Vending should Ayawaso West be limited and require permits Ayawaso Central Ayawaso East Ablekuma South Vending Ablekuma Central should not be permitted Ablekuma North

Accra City 0% 20% 40% 60% 80% 100%

Residents' Opinions on Roadside Vendors, by Sub-Metro

113 114 roAdS e fr edr. eiet cnie roadside consider significant problemmost 2nd the vendorstobe Residents vendors. for fee licensing a introducing by possibly curtailed, • paved, etc.) un- potholed, (bumpy, "poor" is roads their of condition the that report residents North kuma sub-metro.Additionally, more Able- of half than any of roads with level satisfaction lowest the have also They service. priority top rated their they roads that in sub-metros other the from be- sharply differ sub-metro this is of residents cause This North. Ablekuma in specifically roads "neighborhood" improving to efforts • level.satisfaction of order in Waste) Solid and Refuse with tied is fied with "neighborhood" roads, placing it 4th (it satis- are residents of 36% Some services. other the to relative service the with satisfied erately mod- are residents because also and services, the amongst services) 7 of out (7th priority est low- their roads rate residents because is This time. present the at roads "neighborhood" of maintenance and quality the to resources a lower level of importance and relatively few • Policy Implications odie edn sol b sharply be should vending Roadside some target to strategic be would It The City Administration should accord should Administration City The Accra —CONSULTATIVE City CITIZENS'REPORT CARD the roads oronstreet sidewalks. alongside or on products their sell to allowed be not should vendors that say (77%) residents of quarters three than more roads,and the with Traffic Congestion, Gonno, Korle South Abelkuma Accra City — CONSULTATIVE CITIZENS' REPORT CARD

Residents' perceptionS of AMA officials

RESIDENTS' PERCEPTIONS OF AMA OFFICIALS

115

RESIDENTS' PERCEPTIONS OF AMA OFFICIALS

Accra Metropolitan Assembly Office

Accra City — CONSULTATIVE CITIZENS' REPORT CARD

Residents' Perceptions of AMA Officials

The Citizens' Report Card Survey included a special section which gathered perceptual in- OF AMA OFFI C I ALS

formation from respondents on City officials. Survey respondents were first asked to give P ER C E PT ION S RE S IDEN TS’ their opinions on the performance and comportment of City officials. They then responded to questions designed to gather information about their connections with, and perceptions of, local Assembly Members. Additionally, a short series of questions gathered information on residents' perceptions of the adequacy of the City's budget, their willingness to pay higher taxes, and their readiness to consider other sources of taxation. This part of the Report presents the findings from this section of the Survey, both for the City at large, and for individual sub-metros.

• Residents' satisfaction with the City ad- Residents' Perceptions Across ministration's capacity to provide services is low. Just 36% of respondents report being sat- The City At Large isfied with the City's performance in providing core services; 64% report being dissatisfied. • Residents' perceptions of the City administration, its executive officers, and its • Residents are least satisfied with the ability to deliver services is uniformly low. In City administration's ability to fix problems general, only around 25% of residents hold posi- with service delivery; just 19% report being tive opinions and report being satisfied with the satisfied. This means 81% of residents are dissat- City administration and the performance of its isfied with the City Administration's capacity in officials. this area.

Satis ed 19% Satis ed 36%

Dissatis ed Dissatis ed 64% 81%

Residents' Satisfaction with the City's Capacity to Residents' Satisfaction with the City's Ability to Fix Provide Services Service Problems

119 120 reSidenTS’ PerCePTionS of AMA offiCiALS officials. City of helpfulness the with satisfied being port residentsof 30% re- Only unhelpful. tobe cials • coverage and delivery, and also on local taxa- the City's provision of information on service • service, report aproblem, orlodgeacomplaint. report service, access City officials when they need to request a or reach to ability their with satisfied are dents to City officials is low. Just over 27% of respon- • eiet gnrly osdr iy offi- City consider generally Residents There is widespread dissatisfaction with Residents' satisfaction with their access Residents' Satisfaction withAccessResidents' Satisfaction to Officials Residents' Satisfaction withtheHelpfulness Residents' Satisfaction Dissatis Dissatis 70% 73% ed of City Officials of City ed Satis Satis 30% 27% ed ed Accra —CONSULTATIVE City CITIZENS'REPORT CARD say theyare satisfied. 27% just and officials, City of honesty the with dissatisfied being report respondents of (73%) Almostthreeofficials. City of quarters honesty • they receive. information of amount the with dissatisfied are they say (75%) residents of quarters three sues; is- these on City the from receive they mation infor- of amount the with satisfied are they say (25%) of residentstion issues. Only one quarter Most Most residents have a low opinion of the Residents' Satisfaction withthe AmountResidents' of Satisfaction Information & Received onServices Taxes Residents' Satisfaction with the Honesty withtheHonesty Residents' Satisfaction Dissatis Dissatis 75% 73% ed of City Officials of City ed Satis Satis 27% 25% ed ed Accra City — CONSULTATIVE CITIZENS' REPORT CARD

• City residents are generally out of touch vice problems, provide information, and re- with their Assembly Members and have little spond to concerns. However, some variations confidence in them as representatives. House- in these perceptions are observed across the holds report having only very limited contact sub-metros. with their Assembly Members. Across the City at large, just 13% of respondents said that they • Residents' satisfaction with the City's had had some contact with the Assembly Mem- capacity to deliver services varies consider- ber for their electoral area over the past year. ably across sub-metros. Satisfaction levels are OF AMA OFFI C I ALS considerably higher in Ayawaso West, where • Residents also generally do not consider over half of respondents (51%) report being P ER C E PT ION S RE S IDEN TS’ the Assembly Members to be effective in their satisfied. Somewhat surprisingly given Ashiedu positions. Only 17% of survey respondents Keteke residents' dissatisfaction with the provi- think that their Assembly Member works hard sion of certain services, 43% of residents report to improve services in their neighborhood. This being satisfied with the City's capacity to de- means that 83% of respondents do not think liver services. Satisfaction levels are very low in their Assembly Member works hard to improve La and Okaikoi North where just 28% and 30% services in their neighborhood. of residents, respectively, report being satisfied with the City's capacity to provide services.

• Residents in the different sub-metros are Residents' Perceptions uniformly dissatisfied with the City's ability to fix problems with service delivery. Little variation Across The Sub-Metros in this opinion is evident across sub-metros. In no sub-metro do more than 25% of residents • Residents of the different sub-metros report being satisfied with the City on this issue. generally have similar, low, perceptions of Satisfaction levels are lowest on this in La (12%), the City's ability to deliver services, fix ser- Okaikoi North (15%) and Ayawaso East (17%).

La Osu Klottey Ashiedu Keteke Okaikoi North Okaikoi South Ayawaso West Satis ed Ayawaso Central Dissatis ed Ayawaso East Ablekuma South Ablekuma Central Ablekuma North Accra City

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Residents' Satisfaction with City Services, by Sub-Metro

121 122 reSidenTS’ PerCePTionS of AMA offiCiALS service. This is the case even in Ayawaso West Ayawaso in even case the is This service. a about complaint a lodge or problem, a report , a service request to theywant when officials City reach to ability their with dissatisfied ly • Ablekuma Central Ablekuma South Ablekuma Central Ablekuma North Ablekuma North Ay Ashiedu Keteke Ablekuma South Ablekuma North Ablekuma North Ay Ay Ashiedu Keteke Okaikoi South Okaikoi awaso Central Okaikoi North North Okaikoi Ay Residents in all sub-metros are uniform- Ay Okaikoi South Okaikoi awaso Central Okaikoi North North Okaikoi Ay awaso Osu Klottey awaso East awaso Ac Osu Klottey awaso East Ac cra City cra City West West La

% 0 2% 0 4% 0 6% 0 8% 0 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% La Residents' Satisfaction with the City's Ability to Fix Service Problems, to Ability Fix withthe City's Residents' Service Satisfaction by Sub-Metro

% 0 2% 0 4% 0 6% 0 8% 0 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Residents' Satisfaction withtheirAccessResidents' Satisfaction to Officials, City Sub-Metro by Accra —CONSULTATIVE City CITIZENS'REPORT CARD dents, respectively, beingdissatisfied. report resi- of 78% and 83% where North Okaikoi and La in reported are regard this in dissatisfaction of levels highest The services. with satisfaction of levels high report generally residents where Dissatis Satis Dissatis Satis ed ed ed ed Accra City — CONSULTATIVE CITIZENS' REPORT CARD

La Osu Klottey Ashiedu Keteke Okaikoi North Okaikoi South

Ayawaso West OF AMA OFFI C I ALS Satis ed Ayawaso Central Dissatis ed P ER C E PT ION S RE S IDEN TS’ Ayawaso East Ablekuma South Ablekuma Central Ablekuma North Accra City

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Residents' Satisfaction with the Helpfulness of Officials, by Sub-Metro

• There is some variability across sub- with those in La (20%), Okaikoi South (15%) and metros in satisfaction with the helpfulness and Ablekuma South (27%). responsiveness of City officials, although satisfaction levels are generally low. Residents in • Households in all sub-metros would Ayawaso West report the highest level of satis- clearly like to receive more information from faction (43%) with the helpfulness of City offi- the City on service provision and local tax is- cials. Ayawaso West's satisfaction level contrasts sues. Residents in Osu Klottey are most satisfied

La Osu Klottey Ashiedu Keteke Okaikoi North Okaikoi South Ayawaso West Satis ed Ayawaso Central Ayawaso East Dissatis ed Ablekuma South Ablekuma Central Ablekuma North Accra City

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Residents' Satisfaction with the Amount of Information Received on Services & Taxes, by Sub-Metro

123 124 reSidenTS’ PerCePTionS of AMA offiCiALS iie cnat ih hi Asml Mem- Assembly their believe not do most and bers Assembly their with contact limited • officials. ofCity with thehonesty satisfied being report residents of 20% around only where North Ablekuma and Central, kuma Able- North, Okaikoi is officials lowestCity La, in of honesty the with Satisfaction satisfied. being report residents of 35% than more slightly tral of City officials. In Osu Klottey and Ayawaso Cen- residents honesty the aresay with they satisfied of 43% where West Ayawaso in positive more somewhat are Perceptions officials. the hon- City of esty about perceptions different slightly • the provision andlocaltaxissues. onservice City from receive they information of amount the with satisfied being report residents of 18% mere a La, In 35%. only is level satisfaction their with the amount of information they receive, yet Ablekuma Central Ablekuma South Ablekuma North Ablekuma North Ay Ashiedu Keteke Ay Okaikoi South Okaikoi awaso Central Okaikoi North North Okaikoi Ay Residents in all sub-metros have very very have sub-metros all in Residents have sub-metros different in Residents awaso Osu Klottey awaso East Ac cra City West La

% 0 2% 0 4% 0 6% 0 8% 0 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Residents' Satisfaction with the Honesty of City Officials, ofCity Sub-Metro by withtheHonesty Residents' Satisfaction Accra —CONSULTATIVE City CITIZENS'REPORT CARD hard inthisregard. worked has Member resi Assembly their of say dents 7% just North Ablekuma In borhood. neigh- their in services improve to hard works Member Assembly their think -- sub-metro any of percentage highest the – residents of 24% South, Okaikoi In neighborhood. their in vices ser improve to hard works Member Assembly their think not do they say sub-metros the of • overMembers thepast12months. Assembly their with contact had having report residents of (18%) percentage higher slightly a do North Okaikoi and South Okaikoi in Only year.past overthe Member Assembly their with the sub-metros report having had some contact • their neighborhood. in services improve to hard work Members A very high percentage of residents in each In general, only around 13% of residents in Dissatis Satis ed ed - - Accra City — CONSULTATIVE CITIZENS' REPORT CARD

A SPECIAL ISSUE — Residents' Willingness To Pay

• City residents appear to have some confidence that the City Administration can improve OF AMA OFFI C I ALS its performance and enhance service coverage and quality. Although City residents express widespread and deep dissatisfaction with the City Administration on some key performance indica- P ER C E PT ION S RE S IDEN TS’ tors, a sizeable percentage of residents express a willingness to pay more taxes to improve services. Residents' confidence in the City may stem, in part, from the fact that City residents at large believe that the delivery of some core services (refuse and solid waste removal, toilets and sanitation, markets, and water) improved over the past 12 months.

• Residents are uncertain on whether the City Administration's budget is sufficient to provide all the services needed by its residents. Around 45% of residents think the City does have sufficient funds while 36% say they "don't know", and 19% say it does not.

• Close to half (48%) of residents would be willing to pay higher taxes to the City if they were assured that they would re- Ayawaso West ceive better services. This level of willingness to pay was more or Okaikoi North less uniform across all the sub- metros and showed no significant variation between wealthy and less wealthy sub-metros. Ayawaso Central Ayawaso East LA

Ablekuma North • When asked what kinds Okaikoi South of new taxes they most favored

Osu Klottery as a means of raising additional Ablekuma Central revenues for the City, some 22% Ashiedu Keteke Percent [%] of residents said they would sup- 45.1 - 46.4 46.5 - 47.6 port the introduction of new local Ablekuma South 47.7 - 48.8 taxes (on the sale of items such as 48.9 - 50.1 tobacco, alcohol, etc.), and 21% 01230.5 4 50.2 - 51.3 Miles favored a new, or increased, tax on large businesses. Support for Incidence of Households [%] Willing to Pay Higher Taxes For increased taxation of small busi- Better Services, by Sub-Metro nesses was very low.

125 126 reSidenTS’ PerCePTionS of AMA offiCiALS Gvn uvy respondents' Survey Given concerns. and ties priori- residents' address best might it how views and to confirm that it plans to consider to acknowledge that it has "heard" residents' Administration City the for opportunity an such, As issues. agement man- City on opinions their give and isfactions, dissat- and satisfactions their express priority services, their identify to opportunity the with households of sample representative tistically communications. The Survey has provided a sta- Survey provide a ready vehicle on Cardwhich to launch such Report Citizens' this from nating ema- findings The returns. solid yield certainly should – newspapers television, radio, – levels penetration high with channels media existing using activities and programs Administration's the on information of dissemination Increased residents. City to outreach com- and Administration'smunication City the increase ly high return approach would be to significant- around. things turn to exist opportunities win", "quick even and clear, some low, generally is istration Admin- City the of effectiveness and formance • priorities. identified service their on particularly residents, City with tively effec- and frequently more communicating by improveto exists perceptionsalso simply tunity oppor- However, culture. the service officials' in as well as quality and coverage service in made being improvements on depend obviously will er sub-metros. Improving residents' perceptions oth- in than lower considerably are perceptions where North Okaikoi and La in attention ticular addressed across the City at large, but need par- be to need evidently issues These munication). bility,officials, andcom- of helpfulness,honesty (accessi- service of culture Administration's City the of terms in and services, maintain and liver ception of the City Administration's ability to de- per- of terms in both low are Perceptions low. very currently are which officials, its of tions percep- residents' City improve to work tion • Policy Implications hl rsdns pretos f h per- the of perceptions residents' While It It is thatimportant the City Administra- n meit, o-ot potentially low-cost, immediate, An this Survey presents Survey this Accra —CONSULTATIVE City CITIZENS'REPORT CARD dishonesty with impunity.dishonesty or treatment disrespectful of incidences report to residents culture";for opportunities providing by and "service a implement that units and officials acknowledging and rewarding by cials; offi- for programs training on-going providing public. the by with done be couldThisdirectly most deal who officials front-line amongst particularly and officials, "service amongst a strengthen culture" to work to need a is that suggest honesty, and helpfulness officials' City of perceptions low residents' ing • ness inresponding problems. to thereported prove service agencies' timeliness and effective- im- to work concurrently to imperative be will it introduced, is approach an such circulated. if However, repeatedly and widely be to need would hotline a such of introduction the about Information services. about complaints lodge and problems report should they where to as reduce the existing confusion amongst would residents This complaints. lodge and problems residents which -- hotline could toreport use telephone a possibly – system central quick and simple a introduce to be might step dial issues. these dressing ad- to attention particular give should istration Admin- areastwo these thatCity suggests the it low. in highest were levels dissatisfaction that extremely Given problems service fix to ability City's the rated also They complaint. a make or they when need a service, want to officials report a service problem, reach to ability their with • views too, pursued. shouldbe and comments their seeks information but residents presents to only not which egy, strat- communications deeper a and broader of implementation medium-term, the In sub-metros. respective the within and large at City the across residents with directly engage to opportunity provides an also findings Survey feedback findings,on the Survey the dissemination of the receiving in interest overwhelming A number of the Survey findings, includ- findings, Survey the of number A dissatisfaction deep expressed Residents An effective first reme- first effective An there Accra City — CONSULTATIVE CITIZENS' REPORT CARD

About the citizens' report card survey

Feedback

About the Survey Design

127

FEEDBACK

Water Causeway, Ayawaso East 130 feedbACK Accra —CONSULTATIVE City CITIZENS'REPORT CARD Accra City — CONSULTATIVE CITIZENS' REPORT CARD

Feedback on the Citizens' Report Card Survey FEEDB ACK

• Survey respondents said they were very interested in receiving feedback on the information collected by the Survey. 88% No 12% of all Accra City respondents said they would like to know about the findings.

• Residents said they would Yes prefer to receive feedback on the 88% Survey via TV and/or radio. When asked how they would most like to get feedback on the survey, almost 66% of respondents favored TV programs and 56% radio. Only 16% of respondents prefer news- Residents' Interest in Receiving Feedback on the Survey Findings paper articles and 13% brochures.

Meetings held in community facilities

Community meetings held at the Sub-metro o ce with the Assembly Members

Brochures distributed to homes

TV programs

Magazine articles

Newspaper articles

Radio shows

City Administration announcements

0 10 20 30 40 50 60 70

Residents' Preferred Means of Receiving Feedback on the Citizens' Report Card Survey Findings

131

ABOUT THE SURVEY DESIGN

Downtown Ashiedu Keteke 134 Accra City — CONSULTATIVE CITIZENS' REPORT CARD

About The Survey Design

sub-metros were represented with statistical Survey Questionnaire precision.

• A stratified multistage probability sample Development T HE SU RVEY A BO UT DE S I G N design was used. The Explicit Strata were the 11 • The Survey Questionnaire was developed sub-metros. The Primary Sampling Units were with great care drawing on information gath- the 2000 Census Enumeration Areas (EAs); 366 ered from a range of sources including: exten- EAs were drawn for the sample. The Secondary sive in-depth interviews with a large number of Sampling Units were 10 households systemati- AMA officials, including officials working in sub- cally selected in each EA. In total, the sample size metro offices; working meetings held with offi- was 3,660 households. cials from the Ghana Water Company Ltd., dis- cussions with World Bank Task Team Leaders and • The predetermined number of EAs per country counterparts working on World Bank- sub-metro was drawn based on probability pro- supported operations in the urban municipal portional to size, using the power allocation rule. services and water sector; broad-based consul- This was done in order to slightly decrease the tations with a range of NGOs working in the mu- allocation of EAs to the larger sub-metros and nicipal services and water sector; and reviews of slightly increase the allocation to the smaller reports and documents prepared on municipal sub-metros. services in the AMA. Additionally, 4 focus group meetings were held with community members and Assembly Members in different sub-metros Sample Realization to gather input for questionnaire development. • The survey sample comprised 3,660 • A draft version of the Survey Question- households in the City. naire was pilot tested to 50 randomly selected households in the City to ensure that the ques- • The allocation of interviews across each of tions were clear and easily comprehended by re- the sub-metros is shown below: spondents, and that they gathered the expected information. A few refinements were made Ablekuma North 430 to the Survey Questionnaire following the pilot Ablekuma Central 290 testing, but it was found to be very robust. Ablekuma South 390 Ayawaso East 300 Sample Design Ayawaso Central 307 Ayawaso West 363 • The Citizen Report Card Survey's target Okaikoi South 219 population was all residents of the Accra Metro- Okaikoi North 349 politan Area aged 18 years and older. Ashiedu Keteke 339 Osu Klottey 292 • The survey sought to cover a representa- La 381 tive sample of adults residing in the City, and ensure that residents in each of the 11 City Total 3660 135 136 AboUT The SUrvey deSiGn Service. Statistical Ghana the from obtained projection estimates population 2009 the using ization real- sample the to according calculated were • the survey. • curately navigate inthefield. ac- to teams fieldwork the enable to produced • the identify to households to ineachEA. beinterviewed used were Earth Google into • Fieldwork On completion of the field work, weights work, field the of completion On No substitution of EAs was undertaken in undertaken was EAs of substitution No Field work maps, like the one below,one werethe like maps,Field work incorporated data and maps work Field Accra —CONSULTATIVE City CITIZENS'REPORT CARD S AMPLE E NUMERATION A report. opment of the area spatial maps included in this ing GIS points. Use of GIS also allowed for devel- • was respondent appropriate found inthat household. an until holds house- towere made allowed.visits was Repeat • sary. conduct the Survey in other languages as neces- could and languages other several in proficient field workers weresurvey but Ga, and English in • at eachhouseholds. interviews ed face-to-face workers, overseen by field supervisors, conduct- • REA -0301501040 Accuracy of field monitoringwas us- work households selected of substitution No printed were Questionnaires Survey The field survey experienced and Trained

THE WORLD BANK

Fragile States, Conflict and Social Development Sustainable Development Network Africa Region World Bank 1818 H Street N.W. Washington D.C. 20433 Tel: 202 473 1000 Fax: 202 614 1666 www. worldbank.org/gh