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THIRD CITIZEN REPORT CARD

THIRD CITIZEN REPORT CARD. ON CIVIC SERVICES IN BANGALORE, 2003. CITIZEN REPORT CARDS IN BANGALORE. First Report Card (1993): small experiment with focus on survey & minimal advocacy made quality of service a governance issue

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THIRD CITIZEN REPORT CARD

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  1. THIRD CITIZEN REPORT CARD ON CIVIC SERVICES IN BANGALORE, 2003 Public Affairs Foundation, Bangalore

  2. CITIZEN REPORT CARDS IN BANGALORE • First Report Card (1993): small experiment with focus on survey & minimal advocacy • made quality of service a governance issue • Second Report Card (1999): planned effort of PAC, survey followed by advocacy which enabled • wide range of agency and govt. responses • growth in scope/scale of civil society action • Third Report Card (2003): PAC effort • major improvement in service quality • major advocacy in progress Public Affairs Foundation, Bangalore

  3. KEY FINDINGS 2003

  4. OVERALL SATISFACTION 2003 High proportion of satisfied citizens **On infrastructure, satisfaction with BDA is still higher. Public Affairs Foundation, Bangalore

  5. OVERALL SATISFACTION Public Affairs Foundation, Bangalore

  6. COMPARISONS ACROSS AGENCIES OVER TIME 1994, 1999 & 2003 Public Affairs Foundation, Bangalore

  7. PROBLEM INCIDENCE General Households Public Affairs Foundation, Bangalore

  8. PROBLEM INCIDENCE Slum Households Public Affairs Foundation, Bangalore

  9. STAFF BEHAVIOUR Public Affairs Foundation, Bangalore

  10. AGENCY RESPONSIVENESS Public Affairs Foundation, Bangalore

  11. CORRUPTION Public Affairs Foundation, Bangalore

  12. OVERALL SATISFACTION General Households n/a n/a Public Affairs Foundation, Bangalore

  13. OVERALL SATISFACTION Slum Households Public Affairs Foundation, Bangalore

  14. FOLLOW UP ACTIVITIES AND CONCLUSIONS

  15. FOLLOW UP ACTIONS • 1993: press conference, second study and training for worst performing agency, some agencies defensive • 1999: pre-release meetings, press conference, workshop with 3 service providers and open house, follow up study, public meetings with BESCOM • 2003: Briefing service agencies, dissemination through media, meeting with NGOs working in slums, zonal level workshops. Public Affairs Foundation, Bangalore

  16. CONCLUSIONS • Almost all public agencies have achieved noticeable improvement in many aspects of their services over the period of the three CRCs. • More citizen friendly reforms seem to be at work, judging by the positive changes in staff behaviour and reduction in problem incidence. • Reduced problem incidence may have limited the scope for corruption. Service improvements can be an effective route to corruption control that affects ordinary citizens. Public Affairs Foundation, Bangalore

  17. CONCLUSIONS • Introduction of IT in routine transactions (billing,information dissemination) and streamlining of services seem to have brought down problem incidence and scope for corruption. • This is not to deny that collusive corruption exists in these agencies. Our method cannot effectively probe or monitor these pockets of corruption. • Though the standards and expectations of people may vary, they can, by and large, be consistent in their assessments of the services they receive. Public Affairs Foundation, Bangalore

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