Terms of Reference

Karnataka State Highways Improvement Project-II

Road User Satisfaction Survey
1. Introduction
The Government of Karnataka (GoK) has completed improvements of
2385 Km of State Highways and MDRs under Karnataka State
Highways Improvement Project - I (KSHIP-I) financed by World
Bank. Considering the success and impact of KSHIP-I, Government of
Karnataka has proposed Karnataka State Highways Improvement
Project II (KSHIP-II) to improve another 3411 Kms of State Highways
and MDRs.
The Government of Karnataka through the Government of India has
received a loan of about US$ 350 million from the International Bank
for Reconstruction and Development (IBRD) towards the cost of the
Stage 1 of the Karnataka State Highways Improvement Project - II
(KSHIP-II) which includes Road Improvement works, Highway
Financing Modernization, Road Safety Improvement and Institutional
Development.
The GoK intends to apply part of the proceeds of this loan to eligible
payments to the consultancy services under Institutional Development
Component, including this consultancy service.
2. Background GoK is taking several initiatives to improve roads and establish higher
of the studyservice standards. In order to evaluate the outcome of its initiatives and
to refine the efficiency of adopted measures, it is proposed to conduct
Road User Satisfaction Surveys (RUSS) across the proposed network.
These surveys are to establish perceptions, experience and expectations
of road users. This shall be an important measure to assess whether
GoK policy in road sector is having its intended impact. Three such
surveys are proposed over next 4 years; one at start of Project, another
at mid term and the final one at Project closure. The Current
assignment relates to road user survey at the beginning of the Project.
The list of Project roads on which the Road User Satisfaction Survey is
proposed to be conducted, are as below:
a) Upgradation
of road- Hanagal
on
KSHIP
II
byPeriod
WB:1
WEP1
WEP2
WEP3
WEP4
WEP5
Total
Pkg.
No. Tintini
Hoskote-H
Haveri
Dharwad
Chowdapur
Devadurga
Cross-Chintamani
Soundatti
EPC
Gulbarga
-Basis
Tadas
Road
38.50
Kunder
29.30
almala
Length
75.30
23
Bypass
18
months
73.85
in
36
months
months
52.50
36assisted
months
30
Construction
269.45
km
months

Terms of Reference
b) Upgradation of road on Annuity Basis under KSHIP II (WB
assisted):
Pkg.
Road Length in
Concession

no.
Km period
WAP1 Malavalli to Pavagada 190.35 10 years
WAP2 Mudhol to Maharashtra Border 107.94 10 years
WAP3 Shikaripura to Anandapuram
153.67 10 years
and Shimoga to Hangal
WAP4 Managuli to Devapur 109.95 10 years
Total
561.91

c) Upgradation of road on EPC Basis under KSHIP II (ADB assisted):

Pkg.
No.
AEP-1
AEP-2
AEP-3
AEP-4
AEP-5
AEP-6
AEP-7
AEP-8
AEP-9
Total

Road Length in

Constn.
km Period

Magadi-Koratagere 68.20 33 months

Pavagada- AP Border 23.21 18 months
Gubbi- Mandya 108.62 33 months
Jaglur-NH-13 = SH-19 to Molkalmur 14.38 15 months
Padubidri-Karkala 27.80 18 months
Davangere-Channagiri 105.63 33 months
Shelavadi-Mundargi 63.44 33 months
Mudgal-Gangawathi 74.20 36 months
Soundatti-Kamatagi 130.13 36 months
615.61

d) Details of completed KSHIP-I Roads:

Pkg.
No.
M5

Road Length in
Rehabilitation of road from
Srirangapatna to Chinya in Mandya
District

Completed
km date
30-12-2006
32

32.915 15-07-2007
M6 Rehabilitation
of
road
from
Chinya
to
Nelligere in Mandya District
Upgradation of road from Hiriyur to
142.265 31-07-2006
U11
Bellary, Chitradurga and Bellary
District
Total 207.18

e) Details of PWD Road:

Sl.
Road Length in
No.
Hassan
to to
Belur
45.00
2004
f) Details
of Gulbarga
KRDCL
Road:
No.
Sl
1 Wagdhari
Ribbanpalli
(PPP
mode)
Road
Road,
Length in

Completed
km year
2
141.00 30/12/2012
completion
km
Proposed
date of

Terms of Reference
g) Details of NHAI Road:
Sl
Road Length in
No.
1 Tumkur to Hiriyur 100 2004

Completed
km year

As far as the status of the road work contracts are concerned, the
agreements for EPC Contracts under WB assisted KSHIP II have been
signed. The contractors are mobilizing men and machinery to
commence the work. The EPC contracts under ADB assisted KSHIP II
Project are being awarded. The Annuity contracts under WB
assisted
KSHIP II is expected to be awarded by June-2011.
On KSHIP-I roads three phase user perception survey was
conducted
and some
of the KSHIP-I roads are also included in the survey sample
to compare the level of current user perception with the past. Also, the
perception survey has to be carried out on some of the Karnataka
PWD,NHAI and KRDCL roads. The selected sample of 1800 km
forstudy should therefore represent a balanced mix of project (public
the
financed and PPP) and non-project roads, geographically well
dispersed.
The Project Director, KSHIP, on behalf of GoK, intends to assign the
work of conducting the Road User Satisfaction Survey on the
project
roads
to a qualified consulting firm (referred here as Consultant).
3 Specific
Objectives

The specific objectives of the survey are to:

Elicit
a) views on public perceptions of current sector outcomes,
performance of various road agencies including Public Works
Department (PWD) and government policies;
establish
b)
user perception and feedback through a time series
comparison as well as clear delineation of project financed and nonproject financed (i.e. other roads under the jurisdiction of Karnataka
PWD and KRDCL) roads and the study should also aim to
differentiate user perception on public financed and PPP roads.
develop
formulation
user
could
within
c) survey
be
method
a PWD
mainstreamed
composite
in
/ feedback
of
the
operations
feedback
road
road
exercise
insector
the
/user
so
user
PWD
that
beyond
could
satisfaction
perception
the
context.
befit
the
policy
project
surveys.
The
from
index
making
idea
and
such
(RUSI)
ismainstream
/to
structured
program
take
which
the3

Terms of Reference
Document
d)
the views in a comprehensible format suitable for
comparison over time, and
Present
e) the findings of the survey to senior decision makers in GoK
and the general public.
4 Scope of
work

The Consultant shall undertake the following tasks. The Consultant is

encouraged to propose reasonable modifications or additions to
these
tasks in their technical proposal.
Task 1 Planning and Piloting
4.1 The Consultant shall develop the methodology and plan for
implementation of the intended survey. The methodology
should seek to maximize the utility of the information
gathered, the response rate of the Surveyed and the statistical
significance of the results. The information gathered should be
in a format, which is easily comparable with the results of the
second survey and third survey to be conducted.

4.2 The survey shall consist of three parts:

a)Measures of customer satisfaction of road network
outcomes or attributes through a set of a few major
indicators, each with a number of sub-indicators;
Measures
b)
of customer perceptions of PWD performance
through a set of a few major indicators (maximum Seven),
each with a number of sub-indicators; and
c) Views on future policy priorities.
4.3 The Consultant shall work with the client to develop suitable
indicators and sub-indicators to meet the above needs as well
as some simple policy topics for prioritization by respondents.
The indicators and policy topics should be simple,
unambiguous and measurable over time. The indicators must
also include a measure to gauge perceptions of value for
money and road safety.

4.4 The PWDs customer is clearly not a homogenous group;

not
inreasonably
rather
more
target
above
befrom
possible
such
include
groups
the
toaspracticable.
groups.
all
customer
broad
or
with
atarget
simple
sensible
many
The
a groups.
cross
isprofile
Consultant
However,
individuals
made
to section
conduct
The
ofup
respondents.
itsurvey
should
of
of
is
being
theaunderstood
such
number
survey
ashould
seek
member
target
toasof
accordingly
elicit
that
groups
described
of
potential
two
itviews
may
or
as
4

Terms of Reference
4.5 For conducting these surveys, the potential road related
representative bodies, not limited to the following, are:
a) Inter-urban bus services operators and drivers.
b)
Wagon, rickshaw, auto-rickshaw, taxi and hired car
operators and drivers.
c) Private car owners/drivers.
d) Households living adjacent to main roads.
e) Shopkeepers/ Workers adjacent to highways.
f) Farmers/agricultural commodity producers.
Chambers
g)
of Commerce, industrial manufacturers and
traders.
h) Transports/freight forwarding/shipping agents.
i) Insurance industry representatives.
j) Emergency services representatives (fire services,
ambulance, police etc.)
k) Hoteliers associations; tour operators ; travel agents
NGOs
l)
involved with social, environmental safeguard
issues related to roads and vulnerable group
m) Academia
n) Journalists and media representatives
o) Govt. undertaking in transport sector / Industries
Department
p) Traffic police wing
q) Revenue Department officials
r) Tourist (where available/ applicable)
4.6 The Consultant shall pilot the proposed survey mechanisms
and research topics and indicators on a small sample of various
target groups with a view to refining them both before
finalization and use in the main survey stage.
shortAreport
on the outcome of this pilot survey and the changes necessary
shall be prepared.

4.7 The Consultant shall help the client raise awareness of the
survey through preparing some modest summary materials for
dissemination through formal media outlets (TV, radio,
Task
4.8
newspapers
posters
2The
agreed
Administering
Consultant
at
stops,
sample
roadside
andtruck
journals)
of
shall
amenities
parks,
the
various
Main
administer
fuel
as well
such
target
stations
Survey
asasthe
groups
through
pedestrian
and
and
refined
bicycle
Data
and
simple
survey
Management
follow
flyovers,
parks.
flyers
to
upbus
the
or
as
5

Terms of Reference
necessary to maximize response.
4.9 The Consultant shall receive, collate, sort, clean and analyze
the data received.
Task 3 Formulation of Strategy to Continue these Surveys
4.10
The consultants should frame a strategy (institutional and

funding aspects) for continuing the surveys in a fixed interval

in the foreseeable future by PWD. Quite a few highway
agencies conduct such surveys at regular interval to develop
better understanding of the user's needs and expectations and
integrate the survey results within their overall business
strategy.

Task 4 Presentation of Findings

4.11Consultant shall present the survey findings to the senior
The
management of the PWD and other relevant decision makers
in the GoK ( composition to be determined
). The findings shall
be presented both in a written report, comprising of charts and
diagrams wherever possible and in electronic format and as a
formal oral presentation. This report and presentation shall be
structured so as to demonstrate the opportunities and priorities
for improvements in service delivery.
4.12
Short glossy summary flyer or pamphlets for widespread

dissemination are to be produced.

4.13Consultant shall work with the clients staff to agree and
The
implement mechanisms for disseminating the information
generated under the survey. Such mechanisms shall include
presentations to professional associations, articles in the
media, posters and flyers, posting on the KSHIP & PWD
website and presentation at the annual road sector workshop to
be organized by the client at a date to be determined.
public
Task
information
road
mechanisms
that
5 The
service
Identification
hasConsultant
a for
bearing
delivery.
collecting
of
shall
on
Such
other
the
identify
information
surveys
existing
issue other
ofsources
might
public
from
possible
include
of
attitudes
therelated
existing
general
those
on6
4.14

Terms of Reference
conducted by National Highway Authority of India (NHAI)/
Ministry of Road Transport and Highways (MORTH) or by
the private or non-profit sector on similar kinds of issues. The
outcome of external stakeholders meeting can also be
considered which may provide useful information on road
user attributes.
4.15
The Consultant shall recommend whether any data might

usefully be extracted from these existing surveys, or whether

by modest adaptation, they might provide valuable
information to the PWD in future on road user attitudes.
5 Methodology The Consultant shall detail in their technical proposal the methodology
for the survey. This should include:
The a)
proposed relationships with bodies representing road users,
through whom the Consultant may decide to operate in order to
access the members of such bodies (
listed above at 4.5);
The b)
proposed targets groups, (disaggregated by gender and by at
least three income groups or socio-economic classes) sampling
size and the levels of confidence these shall provide;
The
c) proposed survey administration mechanisms (e.g. focus
groups or postal, household, roadside or telephone interviews/
questionnaires) and how these might vary for different target
groups or different research needs or be combined to triangulate
information; and
d) Dissemination mechanisms
6

Data,
services, and
facilities to be
provided by
the client

6.1 Office space and Logistic Support:

The Client shall not provide any office space, transport or
other logistical support for the purpose.
6.2 Information:
KSHIP/PWD, both at HQ and at lower levels, shall provide
available information relevant to the survey and as requested
by thetranslation
Consultant.ofThe
Consultant
be responsible
for any7
documents
andshall
for processing
of data.

Terms of Reference
7

Staffing
Requirement 7.1 The Consultant shall be expected to provide minimum 10 man
months of key personnel input over an approximately 5
months period during each phase of the survey.

7.2 Besides above, minimum 6 (six) supporting staff as

supervisors and about 20 (Twenty) interviewers / Surveyors is
envisaged for organizing and conducting the opinion survey
along the on-going and proposed road corridors of KSHIP.
7.3 The Consultant team shall include at least four key personnel
with qualifications as shown below. The mobilization of these
Key Staff shall be as per various activity / deliverables

Qualification
& Experience
of key
personnel

8.1

Team Leader-cum-Social Scientist:

Team Leader-cum-Social scientist shall have minimum
academic qualification of Master degree in Sociology.
Additional weightage shall be given to person with higher
degree on any relevant subject. The person should have about
15 years of professional experience including minimum of 5
years of relevant experience in a similar position. S/he should
have done at least three projects of similar in nature or related
survey projects on user satisfaction/perception. The person
should posses through knowledge/expertise on user
satisfaction survey in either Road/Transport or other non-road
sector with Planning, Analysis, Sampling, Data Collections &
interpretation capability S/He will provide technical advice,
planning and supervisory input and team leadership for a
period of at least three man month during each phase of the
survey.
8.2

Economist :

The Key Staff for the position of Economist shall have

minimum qualification of Master degree in Economics.
should
similar
degree
Additional
of
including
data
similar
should
posses
in
position.
analysis
any
in
minimum
weightage
have
nature
through
relevant/inter
S/he
& about
on
interpretation.
of
should
shall
user
knowledge/expertise
510satisfaction/perception.
years
be
years
have
disciplinary
given
of
done
Minimum
ofrelevant
professional
toatpersons
subject.
least
on
two
experience
survey
three
with
man
The
The
experience
projects
related
person
month
higher
in 8a

Terms of Reference
period of services has been envisaged for this key position
during each phase of the survey.
8.3

Statistician:

The Statistician shall have minimum qualification of

Bachelors degree with Statistics as a subject. Weightage shall
be given to persons with Master / any higher degree in
Statistics. The person should have about 10 years of
professional experience including minimum of 5 years of
relevant experience in a similar position. S/he should have
done at least three projects of similar in nature on user
satisfaction / perception. The person should posses through
knowledge / expertise on survey related data sampling ,
analysis, projection & interpretation. Minimum two man
month period of services has been envisaged for this key
position during each phase of the survey.
8.4

Database Specialist:

The person for the position of Database Specialist shall have

minimum qualification of Bachelors degree in the field of
Computer Application/Computer Science. The person should
have about 10 years of professional experience including
minimum of 5 years of relevant experience in a similar
position. S/he should have done at least three projects in any
field involving data base management / MIS. The person
should posses through knowledge / expertise on survey related
data input, analysis & interpretation. Minimum three man
month period of services has been envisaged for this key
position during each phase of the survey.
9

Qualification
The supervisors should have minimum qualification of any Bachelors
& Experience
degree in any Discipline with Social Science/Sociology as a major
of support
subject and should have experience in at least two similar or
related
staff
survey projects.
9

Terms of Reference
10

11

Reporting
requirement

Review
committee

The Consultant is expected to provide the following outputs:

Sl.
Output Due date (weeks)
No.
from Start
1 Inception report having indicators,
2
Sub-indicators and topics for
prioritization (10 nos)
2 Report on Pilot Survey (5 nos) 5
3 Awareness raising materials
7
(posters/flyers/ pamphlets) (2000
nos)
4 Draft survey report (3 nos) 9
5 Final survey report (20 nos) 11
(2 weeks after receipt
of comments)
6 Dissemination material
15
(posters/flyers/ pamphlets)
(2 weeks after final
report)
7 Presentation before Senior officers of
20
GoK
A review committee comprising of the following officers of the
KSHIP will be reviewing all the reports submitted by the consultant:
1.
2.
3.
4.
5.

The Project Director, KSHIP

The Chief Engineer, C&B South, Bangalore
The Chief Engineer, KRDCL, Bangalore
The Chief Engineer, NH, KPW & IWTD, Bangalore
The Superintending Engineer, PIU, KSHIP

10