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CITIZEN REPORT CARDS

CITIZEN REPORT CARDS. An Introduction. Governance `Crises’. Poor Access to Public Services - Inefficiency Indifference, Collusion with vested Groups - Non Responsiveness Rampant corruption, Extortion by `Agents & Middlemen’ - Weak Accountability. Why the Disabling Environment?.

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CITIZEN REPORT CARDS

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  1. CITIZEN REPORT CARDS An Introduction Dr. Gopakumar K Thampi, Public Affairs Foundation, Bangalore

  2. Governance `Crises’ • Poor Access to Public Services - Inefficiency • Indifference, Collusion with vested Groups - Non Responsiveness • Rampant corruption, Extortion by `Agents & Middlemen’- Weak Accountability Dr. Gopakumar K Thampi, Public Affairs Foundation, Bangalore

  3. Why the Disabling Environment? • Monopoly nature of public services • Overload on Government functions • Resource constraints • Substantial lag in the reform of legal & regulatory systems • Weak demand from civil society for reform Dr. Gopakumar K Thampi, Public Affairs Foundation, Bangalore

  4. THE USUAL SUSPECTS! • SIMPLIFYING PROCEDURES • BUILDING CONTROL SYSTEMS • INCREASING SANCTIONS • ATTITUDINAL CHANGES • TOP-DOWN & EXTERNALLY DRIVEN Dr. Gopakumar K Thampi, Public Affairs Foundation, Bangalore

  5. WHY TOP DOWN REFORMS FAIL • DEPENDS HEAVILY ON THE WILL OF THE POLITICAL LEADERSHIP • NO REAL OWNERSHIP • VERY FEW INCENTIVES FOR OFFICIALS • CALLS FOR COMPLEX CHANGES & REFORMS • HAS NO ROLE FOR THE CITIZENS Dr. Gopakumar K Thampi, Public Affairs Foundation, Bangalore

  6. HOW THIS IMPACTS ON THE QUALITY OF PUBLIC SERVICES… • Deteriorating Quality • Disabling Environment - Lack of Exit Options - Lack of Corrective Action - Lack of Collective Action • Need to explore “Voice” mechanisms ” Dr. Gopakumar K Thampi, Public Affairs Foundation, Bangalore

  7. How to Make a Change... • From Coping to `VOICES’ by Citizens • From `Shouting’ to `Counting’ by Activists • From Reaction to Informed Action • From confrontation to collaboration & partnerships • Need to Explore the Potency of `VOICE’ Mechanisms Dr. Gopakumar K Thampi, Public Affairs Foundation, Bangalore

  8. Voice as an Aid to Improve Quality of Governance Experiences with Citizen Report Cards Dr. Gopakumar K Thampi, Public Affairs Foundation, Bangalore

  9. A Simple Report Card Name: Gopa; Class: IX Dr. Gopakumar K Thampi, Public Affairs Foundation, Bangalore

  10. USE OF REPORT CARDS • SIMPLE EVALUATION TOOL • PROVIDES TOTAL FEEDBACK ON PERFORMANCE • STRUCTURED FOR SIMPLE COMMUNICATION • STARTING POINT FOR REFLECTION & CORRECTIVE ACTION • SCOPE FOR COMPARISON WITH PEERS Dr. Gopakumar K Thampi, Public Affairs Foundation, Bangalore

  11. CRCs: Defining Features • Pioneered by PAC in 1993 • Credible user feedback on public services • Creates an effective diagnostic tool for service providers and encourage them to introduce citizen friendly practices • Creates opportunities for partnerships and opens up space for dialogues and discussions • Report always in PUBLIC DOMAIN Dr. Gopakumar K Thampi, Public Affairs Foundation, Bangalore

  12. What a Citizen Report Card can DO!! • Converts widespread individual issues into Collective Issues • Quantifies, Classifies & Ranks Services/Agencies across qualitative & quantitative issues • Generates Benchmarks for Tracking Reforms • Provides information on Hidden Costs • Launch practical ACTIONS Dr. Gopakumar K Thampi, Public Affairs Foundation, Bangalore

  13. BENCHMARKING CIVIC SERVICES IN BANGALORE- The Satisfaction Scores (General Households) Dr. Gopakumar K Thampi, Public Affairs Foundation, Bangalore

  14. Agency Responsiveness(Households with a Problem) Dr. Gopakumar K Thampi, Public Affairs Foundation, Bangalore

  15. The Bribery Matrix(General Households) Dr. Gopakumar K Thampi, Public Affairs Foundation, Bangalore

  16. Corruption & The Urban Poor Dr. Gopakumar K Thampi, Public Affairs Foundation, Bangalore

  17. Eg. RANKING OF SERVICES BY CITIZEN SATISFACTION (Survey in 1999) Agency Rank Power Company 3 Water Board 4 Food rations 2 Telephone Co. 1 Driving License 6 Urban Authority 7 Police 5 Dr. Gopakumar K Thampi, Public Affairs Foundation, Bangalore

  18. CRCs MEASURES, BENCHMARKS & COMPARES % Satisfied N/a N/a agency Dr. Gopakumar K Thampi, Public Affairs Foundation, Bangalore

  19. CRCs TRACKS IMPACT OF REFORMS Corruption Phenomenon Percentage who paid Dr. Gopakumar K Thampi, Public Affairs Foundation, Bangalore

  20. POWER OF DIAGNOSIS Dr. Gopakumar K Thampi, Public Affairs Foundation, Bangalore

  21. OUTCOMES OF CRC • Strengthening Public Accountability • Stimulating Stakeholder Participation- space for Voice & Contestation – Citizens’ Manifesto • Increasing Public Awareness – from anecdotal to evidential • Enhancing Mobilisation & Partnerships – Social Capital • Local Innovations – People’s Charter • Influencing Reforms Dr. Gopakumar K Thampi, Public Affairs Foundation, Bangalore

  22. Challenges • Sensitizing key stakeholders to issues of service delivery quality • Space & legitimacy for voice • Proxy for political representation • Locating existing networks & campaigns to embed the approach • Credibility & quality of CRCS Dr. Gopakumar K Thampi, Public Affairs Foundation, Bangalore

  23. THANK YOU! Questions? Dr. Gopakumar K Thampi, Public Affairs Foundation, Bangalore

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