Stage 1 → Step 6

MECHANISM FOR REQUEST-BASED DESLUDGING SERVICES

The state shall develop a call-centre, online service portal, or mobile application for citizens to register requests for emptying septic tanks and single pit toilets. This ensures organized service delivery and proper tracking of the entire FSM value chain.

Service Request Channels

Call Centre

Toll-free number for citizens to call and register desludging requests. Can be integrated with existing state helplines.

Online Portal

Web-based platform like UPYOG where citizens can submit requests, track status, and provide feedback.

Mobile Application

Dedicated mobile app for easy request submission, real-time tracking, and digital payments.

Key Requirements

Integration with Existing Systems

Desludging services should be added to existing toll-free numbers or portals like UPYOG to leverage established infrastructure and citizen familiarity.

Service Provider Connection

The system must connect registered/licensed service providers to households within a designated time frame based on request priority and location.

Complete Value Chain Tracking

Service requests should only be closed after successful collection AND disposal at the designated treatment plant. This ensures the complete FSM value chain is followed.

Verification Mechanism

GPS tracking, photo documentation, and digital receipts from treatment facilities should verify proper disposal and prevent dumping in open areas or water bodies.

Service Request Flow

  1. 1

    Request Registration

    Citizen registers request via call centre, portal, or app with location and containment type details.

  2. 2

    Request Assignment

    System assigns the request to nearest available licensed DSO based on location and vehicle availability.

  3. 3

    Service Execution

    DSO accepts request, visits location, and performs desludging with appropriate equipment and PPE.

  4. 4

    Transportation

    Collected faecal sludge is transported to designated FSTP or STP with GPS tracking.

  5. 5

    Disposal Verification

    Treatment facility confirms receipt and proper disposal through digital acknowledgment.

  6. 6

    Request Closure

    Only after verified disposal, the service request is marked complete in the system.

Why Complete Tracking Matters

Closing requests only after verified disposal ensures the FSM value chain is followed completely. This prevents unsafe disposal in open areas, drains, or water bodies—protecting public health and the environment.